Sun-hat Villas Holiday & Resorts

Frequently Asked Questions

Making a Booking

How do I book my holiday?

There are two easy ways in which you can book your holiday. Firstly you can use our website to browse and book your holiday online. Secondly, you can book through a telephone conversation with a member or our team.

On-line Bookings

  • Choose your villa using the search box on the right
  • Click "Book Now", choose your date and click "Book Now" again
  • Complete the online booking form
  • If you are asked for payment we can usually confirm within just a few hours
  • If you are not asked for payment it is because we need to re-confirm with the owner and that may take a little longer

Telephone Bookings

  • Call us on +44 (0)1522 889450 and let us do the hard work. Give us your ideal dates, durations and wish list of specific requirements and our team of experts will search for your perfect holiday
  • We will email you a shortlist of properties and you can "an option" the villa of your choice for 24 hours
  • Then, confirm your option online or by phone with a payment card before the 24 hours expires

After booking we will post your Booking Confirmation paperwork within 14 days. The remaining balance for your booking is due 10 weeks before you travel, or if your arrival date is within 10 weeks, the balance is due within 3 days of booking with us.

Do you show all of your villas on the website?

No, we have a few private villas which are not on the website at the owners request for reasons of privacy

Do you sell holidays in any areas other than those shown on the website?

Not as a rule, although we may do in the future.

What documents will I receive following completion of my booking?

We will send you a booking confirmation email immediately after you have paid your deposit. Following this, we will also send you a confirmation pack about 3 to 5 working days after your booking has been confirmed then once more by email around 10 days before your holiday begins. This pack contains: directions to your property, accommodation invoice, accommodation vouchers and an information sheet for your property.

What are the advantages of booking my holiday early for next year?

Availability; the villa you want may not be available if you wait too long to book, due to high demand in peak season. So we recommend you book as early as possible!

We are a group of young adults (under 25 years old) can we book a holiday with Sun-hat?

Generally, most owners would not accept a booking from a group of young adults (under 25). However in some cases, they may accept a booking with a large damage deposit. Please call us to check.

Does Sun-hat Villas & Resorts facilitate individuals with mobility disabilities that require special assistance?

Yes, simply inform us of your requirements and we will ensure the property can facilitate you prior to your booking.

Can I make changes to the dates of my holiday?

Amendments can be made to the dates of your booking (this is a major change) in certain circumstances dependent on a number of different variables. For instance, if the property is available for the dates you wish to change to; if the amendment is made more than 10 weeks prior to your arrival at the property and if the property owner agrees to the alteration to your booking. Please note that there will be an administration charge of £40 for any changes made to the date of your booking.

What is your policy on making "minor changes" to my booking (other than to the dates)?

For all minor changes, there is no administration fee. There may however be charges for additional items such as beds, cots, high-chairs etc. These are listed in the information pack and are subject to availability.

What if I want to cancel my booking?

You should inform us of your intent to cancel in writing. For cancellations made more than 70 days prior to departure only the deposit will be retained:
Between 56 - 69 days prior to departure 50% of your holiday cost.
Between 48 - 55 days prior to your departure 75% of your holiday cost.
Between 15 - 47 days prior to departure 95% of your holiday cost.
Between 0 - 14 days prior to departure 100% of your holiday cost is forfeited.

Payment Policy

Is the holiday price you quote me when I book subject to change?

As soon as we have issued a confirmation invoice, the cost of your villa, apartment or hotel accommodation is fixed. There are no hidden extra costs or surcharges.

Can you send me a quote?

If you inform us of your holiday requirements, we will send you a personalised quote tailored to your travel dates and individual tastes.

What is the payment schedule?

The deposit is usually 25% and the balance of your cost is due 10 weeks before your holiday begins.

What is the payment policy on last-minute bookings?

For cases where the booking is made less than 10 weeks prior to your first day of rental, the full amount is due immediately. However, we can take a 25% deposit and receive the 75% balance within 3 days of booking.

What if some members of the party only want to stay for a week whereas others want to stay for two weeks?

The pricing for the majority of our properties are for the property itself rather than the number of people occupying it. Therefore, should any members of your party leave, the price of the property will remain the same.

What financial protection does my booking have?

Sun-Hat Ltd. Is a member of ABTA. What does this mean? "When you book with one of our Members, you can relax and travel with confidence. You can be safe in the knowledge that you’ve booked with a reputable company and, you can access our comprehensive range of support, protection and expertise should you need it. (ABTA)

Do you take the balance automatically?

No, for security reasons we don’t hold credit or debit card details. Currently we email you 12 weeks before your holiday reminding you that you must have paid in full by 10 weeks before your holiday begins.

Will I need to provide Sun-Hat with API? (Advance Passenger Information)

In certain cases this will be required, where it is required, we will ask you for this information.

Planning Your Holiday

How can I get from the airport to my property?/Will we be met at the airport?

We frequently arrange transfers from the airport to our properties however, some customers choose to hire a car through our sister company, Happy Car Rental. Both of these services are subject to availability and require an additional fee. We also provide clear, easy to follow maps and directions.

Can I add car hire or transfers after booking?

We can book your car rental for you through our sister company, Happy Car Rental. They will organise the car rental on your behalf with the selected car hire company and will collected payment from you on behalf of the car hire company.

What are the standard check-in/ check-out times?

The standard check-in time is 4pm and the standard check-out time is 10am.

Can I check in earlier than the standard check-in time?

We take into account your arrival time when we plan the servicing of each villa. It may be possible to gain access to your villa one or two hours before the standard check in time (4pm), however this is subject to availability and is never guaranteed.

Can I check out later than the standard check-out time?

The official time for check-out is 10am, however if there is no arrival at the property on your departure day, it may be possible to agree a late check-out. This must be agreed in advance with our local representative or agent. There is sometimes an extra charge for this to cover late cleaning charges.

What provisions are in place for families with young children?

At the time of booking you can request additional items such as: cots, highchairs and extra beds. However, it should be noted there will be a small additional fee for each of these and items are subject to availability. Additionally, we can arrange babysitting services, this is also subject to availability. NOTE: We highly recommend the very young should be supervised, as there are always risks.

At the Villa

How do I collect my keys?

Key collection is specified in your booking confirmation pack, as it varies dependent on the particular property you have booked.

Can I arrange for a food pack to be at my property when I arrive?

Normally, we are able to arrange a food pack to be delivered to your property prior to your arrival. Food packs are on a request basis and subject to availability dependent on the property, you will often see this extra on the booking form or "my booking" area on our website. The food pack contents are shown when you hover over the food pack supplemental item listed in the price panel.

Can I contact Sun-hat Villas & Resorts out of hours?

We will provide you with the contact telephone numbers for our local agents or representative, who are on call 24hours a day should you need them. However, there is also a 24 hour duty number for Sun-hat Villas & Resorts, so we are always just a phone call away.

What amenities are included at the property?

This varies from property to property. A detailed description and list is available on the property page of the website. Furthermore, we provide an information sheet when we send you the confirmation pack. This includes a list of everything included in the villa from toaster to hairdryer, to Wi-Fi access at the bottom of the page.

Will I need to take travel adaptor plugs?

Yes, the property will be fitted with local plug sockets.

Can you provide a personal chef and/or additional cleaning for the property?

Yes we can, on a request basis and for an additional fee.

What if I break something in the property?

We have a non-refundable accidental damage waiver (ADW) of £8 per person, which helps us cover the cost of any accidental damage whilst protecting you from any additional charges. This waiver covers costs of up to £1200. Any damage over £1200 would have to be paid by the individual who made the booking. In addition to the ADW we will charge a £100 refundable key deposit which is returned directly to your bank account.

There are some villas which do not facilitate ADW, instead there will be a house deposit which must be paid 10 weeks before your holiday starts. This deposit varies from property to property, and is returned to you (subject to any breakages) 14 days after you depart the property.

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