Essential Information

Travel Advice

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Confirming your booking

When you have confirmed your booking with your deposit we will send you a pro-forma invoice and a unique link to your booking form which you complete online. (off line booking forms are available on request). After receiving your completed booking form we will send you the booking confirmation.

Price Guarantee

  1. We guarantee the price of your accommodation will not change after you have made your booking and we have issued a confirmation invoice.
  2. We are so confident our prices are the lowest available that we offer customers who have already booked a refund of 125% of the difference between what they paid to Sun-hat Villas for the rental. (see our booking conditions for details)
  3. We regularly check our rates to ensure they are the lowest available, but if you find an identical property for less we will price match and offer you a further discount.

Making Payments

We take a 25% deposit when you book with us, and the balance is paid 10 weeks before your rental begins. If your rental begins within 10 weeks we can usually take a 25% deposit and receive the balance within a three days. We send an e-mail reminder when your balance is due.

Credit and Debit Cards

We accept debit and credit cards, so that you can pay for by telephone or over the Internet with additional benefits offered by your payment cards. There is no charge for paying by personal card.

We accept Visa Debit and Credit Cards We accept Mastercard Debit and Credit Cards

Bank transfers and Cheques

You can make payments by Bank Transfer - our bank details are displayed on your invoice - simply quote the booking reference number on the transfer, or by cheque payable to Sun-hat Ltd. We always send you an e-mail receipt for all payments.

Our holiday properties

Many of the holiday properties we feature are privately owned, and are therefore furnished and equipped to the individual tastes of the property owner. Sun-hat Villas and Resorts acts as agents for the owners of overseas properties, and we regularly visit the properties we feature to ensure they offer a good standard of accommodation.

Directions, maps and key collection and return

We provide clear easy to follow directions and maps giving the precise location of your chosen villa, so you can take a hire car from the airport should you prefer. Should you take a wrong turning, you can always call our local agent, or our UK office to help you back on the right road. If you would like us to talk you through the directions before you leave, we would be very happy to do so.

Key collection differs from property to property, your specific details are advised in writing with your booking documentation. It may be either a) from a key safe at the accommodation, b) from the house manager’s office, or you may be met at the property.

At the end of the holiday it is the Customer's responsibility to return the keys to the same place they were collected unless advised otherwise by resort staff.

Property check-in and check-out times

On your first day, your property is ready for your arrival at 4.00pm. There may be a possibility of early check-in by request, but this is never guaranteed. We ask for your arrival and departure flight times on our booking form so we can attempt to minimise any delay to your check-in.

On your departure day your property checkout time is 10.00am unless otherwise arranged and confirmed in writing with our local house manager, representative, or UK office. There may be a charge for a late check-out.

If your flight times suggest you would benefit from an early check-in or late check-out we automatically request this for you, however, this is usually not possible in peak season (July and August) when occupancies are high and our customers arrive and depart on the same day.

Accidental Damage Waiver (ADW) and Refundable Key Deposit

Most of our Villa and Apartment / Suite bookings are covered for accidental damage by a non-refundable charge of £8 per person, the Accidental Damage Waiver (ADW) which is added to your confirmation invoice. The ADW covers you for accidental damage to the property during your occupation up to the value of £1200. This waiver expressly excludes damage caused through negligence and / or vandalism. For any damage to the property which exceeds the value of £1200, or caused by negligence and / or vandalism we may be asked to invoice you for immediate payment and reserve the right to do so.

The ADW does not cover lost house keys. A £100 refundable house key deposit will apply to all bookings with an ADW. The £100 is automatically returned to your payment card or by cheque within 14 days of the date of your departure from the accommodation.

Hotels, Suites and Villa complexes with a reception check-in where a credit card guarantees your extras charges are outside the ADW and refundable key / house deposit system.

House Deposit (refundable)

Certain bookings especially in the most prestigious properties and where the property owner demands, may be subject to a deposit of between £350 - £1500 or more, the "House deposit", in lieu of any charges in respect of the additional specialist cleaning or damage to high value furniture and equipment, and any damage howsoever caused to the property. The deposit, subject to the events listed in this clause, shall be refundable and repaid to you within 14 days of the date of your departure from the accommodation. Your liability for the property extends beyond the "House Deposit" taken for your accommodation. Any damage caused to the property must be reported to the local house manager immediately and any damage cost will be deducted from your house deposit.

For properties where a house deposit applies an ADW will not be applicable.

Descriptions

We describe our holiday properties accurately dispensing with colourful adjectives in favour of clarity and integrity, giving a feel of the layout of the properties and apartments, along with their situation. We also show clear photography both interior and exterior, and the exact location of the property with aerial views (please note google aerial imagery is usually 3 – 6 years old. We are always happy to answer specific questions about our properties on request.

A twin bedroom means two single beds. A double bedroom has a double bed. A bathroom has bath with shower over, basin and W.C. A shower room has a shower instead of a bath, basin and W.C. All self-catering properties have a kitchen or kitchenette and living room.

Smoking and Pets

All of the properties featured on the Sun-hat Villas & Resorts web site operate a strict No Smoking and No Pets policy.

Assistance Abroad

In all our destinations we have a local agent, house manager or representative who will make the necessary arrangements in advance of your arrival. We will provide you with local contact numbers for our people in your destination should you need assistance or information. There is also a 24 hour emergency contact number message when you call the Sun-hat office outside normal office hours.

Special Requests

Special requests (for example early check-in or late check-out) are never guaranteed, however we will always do our best to accommodate special requests where possible. Special requests should wherever possible be made at the time of booking.

Extras / Supplementary Items

Where extras such as cots, high chairs, extra beds, pool heating etc. are available there will often be a supplementary charge. The available items and prices for each property are displayed on the company website and on the online booking form. All extras must be added at time of booking.

We do not guarantee the availability of extras which are not booked at the time of booking, and therefore we strongly recommend these are booked as early as possible.

Telephone and Internet

Many of our private Villas are supplied with internet services at no additional cost, in some resorts (e.g. Starwood, Hilton) there is a charge for internet services. In Portugal, Spain and Italy downloading files or streaming TV services may be limited or subject to buffering as a result of limited speeds. Should there be a telephone at your property, incoming telephone calls are free, however all outgoing telephone calls are charged according to usage and shall be set off against any House / Key Deposit held or will be invoiced to you.

Satellite Television

Where satellite television is advertised this may mean BBC and / or ITV and in some properties Sky TV even a Sports package, however in some properties only a limited selection of satellite services are available. Unfortunately we cannot guarantee the precise channels as these services change from time to time. If you ask us to clarify which services are supplied at a particular property we can usually find out for you.

Swimming Pools

Where pool sizes are shown, for irregular shapes the maximum is shown. As a guide, pool depths are usually 0.9 -1.1m at the shallow end, and 1.8 – 2.0m at the deep end however you should always check before using the pool. There is no diving permitted at any of the properties and extra care should always be taken when using the pool. Children should always be supervised at all times.

Swimming Pool Heating

Many of the properties featured have heated swimming pools. This feature is usually an optional extra and carries an additional charge. The cost varies from property to property and sometimes season to season, and is subject to a minimum charge of 7 days. Please check the individual property details. The water temperature cannot be guaranteed as this will depend on ambient temperatures, the type of the heat pump, and whether a pool cover is used. Pool heating is switched on a few days in advance of arrival to pre heat the pool and may be switched off a few days prior to departure. Unfortunately we are unable to refund pool heating payments for days not required.

Air-conditioning

Air-conditioning is available in most of our properties and may be included in the property cost, or may be a chargeable extra, depending on the property. The price varies from property to property and is displayed below the price panel and on the booking form. You should always request this at time of booking on your booking form.

Ironing boards, hairdryers, washing machines and pool towels etc.

All our privately owned villas and apartments are equipped with ironing boards, irons and washing machines, and most resort properties are also fully equipped with these items. We do not specify every detail in the property description so please contact us if you need more information about the property you have booked or are thinking of booking.

Hairdryers and pool towels are available in many of our properties and this is usually mentioned in the property description. If hairdryer or pool towel is not mentioned in the property description then this usually means they are not available at that property.

Maid Cleaning

A maid cleaning service is included in all of our properties. The service will always include: clean bed-linen on arrival and a full change at least once weekly (clean on arrival and a change after 7 days (approx.); clean bathroom towels, and a full change twice weekly (clean on arrival and once mid-week). The frequency of cleaning varies according to the property. Additional cleaning is normally available on request for a small charge.

Pool and beach towels are included in some properties and excluded in others. You should check the website description or e-mail us. Cleaning of pool towels is usually not provided in the cleaning service in self catering villas.

Personal Health

Please tell us at the time of booking about any medical condition or infirmity of any member of your party that might be relevant to your holiday. We have contacts with medical facilities and companies abroad who can offer services that may assist and make you trip even more comfortable.

Changes to your accommodation

We always inform you of any changes that may have taken place since descriptions were written/checked, or since you made your booking, just as soon as we are made aware. There may be times when our property owners alter or temporarily withdraw services or advertised facilities, without prior warning to us.

Building Work

In most resorts, in all countries, there is new building work taking place. We take steps to monitor this and advise you if any building work affects your property. Should we consider that a neighbouring building plot or plots would seriously affect your property with either noise or dust pollution or both, then we will use our best endeavours to find an alternative property for you under the terms of our booking conditions as stated in Section 8, or offer you a refund.

Where roadwork's or public works occur at short notice or without notice, and which are outside of our control, we cannot be held liable for any inconvenience to you, but will act to seek recompense from the property owner to compensate you, and when this is agreed, pay this to you on behalf of the property owner.

Passports and API (Advance Passenger Information)

A valid British Passport is necessary to visit Portugal and Spain. If you or a member of your party is not a British Citizen you should contact your Embassy to find out if you or a member of your party should obtain a Visa prior to your departure date. We are unable to accept responsibility for the failure of Customers to carry valid passports, visas, or driving licences. Some countries, including Portugal, require persons under 18 years old who are travelling with friends and not family to hold a letter of permission from their parent or guardian.

In some countries the local tourism authorities require Villa Owners to report the names, addresses and passport details of guests staying at their accommodation and we often assist in this process by obtaining this information in advance. If it is needed from you we will be in contact in plenty of time.

Insurance

Members of your party must be adequately insured. Sun-hat can recommend insurance companies with competitive rates. Crimes against people and property are a reality abroad, as they are in the UK, so we advise you to be vigilant whilst on holiday. Should you lose any property whilst abroad, you will need to obtain a police report for any insurance claim you make.

People in your booking

Should you wish to accommodate more people in the property than the number booked, you should notify us in advance. There is usually no extra charge except where applicable the ADW and extra bed / cot charge.

Children

Children's high chairs and cots are usually available at a weekly charge, and should be ordered at the time of booking. The very young should be supervised, as there are always risks.

Cancellations

The charges, should you cancel your holiday, are listed in clause no 6 of our booking conditions. Should you be forced to cancel for reasons covered by insurance, cancellation charges may be reclaimable from your insurance company. We always recommend you take out insurance at the time of booking.

26/10/2016

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