FREQUENTLY ASKED QUESTIONS
Here to Help
Our service is clear; our clients come first. We strive to provide the best possible service.
We have prepared a list of standard questions, hoping to help solve your doubts.
What is DUVE and why am I getting this email?
DUVE Guest App is a fantastic Web App for you to take with you on holidays. It will tell you how to get to your villa, where to collect your key, wifi codes, our does and donts and a lot of carfully selected information to make sure you have everything you need during your stay with us.
Can I get an early check-in and /or a late check-out?
Both an early check-in and late check-out are totally free of charge but arranging this will depend on whether there are other guests checking out on the morning of your arrival or checking-in the same day you leave. Please let us know your estimated arrival and departure time, and the week before your arrival we will let you know if this is possible. Should it not be possible, we offer storage at our office where you would be able to leave your luggage upon your arrival/departure.
My flight is arriving late at night, how can I enter the villa?
We will send you an email with the possebility to download our Guest APP, RENTALNINJA. With this App you will have access to all thi information on how to get to the villa and where to find the keys. There will be a safebox located right outside the villa, so you can enter at any time. Please leave the key in the same place when you leave the villa on your departure day.
Do I have to clean the swimming pool?
Is airport transfer included or offered?
Do you provide a welcome pack?
Will I get a cleaning service with the villa?
Do you provide a cot and high chair?
Do you provide towels and bedding?
How do I know which villa to book?
At BuenaVilla we offer something for everyone. You can browse through our villas by catagory or different characteristics.
The easiest way to find the perfect villa is to let our villa specialist know every single detail that we need to know about the configuration of your group and your plans when you are at the villa or in the destination. Then once we know what you need, we will help you find that perfect villa that will match according to your requirements.
Do the villas have hairdryer/Smart TV/soundsystem/etc?
I have small children, are the villas safe for them?
Do you have any villas that are disabled friendly?
Do the villas have Airconditioning? Can it heat too?
THE BOOKING PROCESS
Why does the price range vary?
Our prices depend on the season during your travel period (if it’s low, high, or peak season). Another factor that the price would vary can be based on the number of guests and the number of days or weeks you want to stay at the villa.
Is it safe to book online?
Do I have to pay you in advance if I book through your website?
What information do you need from me to make a reservation?
We require your name, email address, home address and telephone number. We will do the rest!
Do I need to pay a Security/Damage Deposit?
It is standard procedure to pay a damage deposit with your reservation for the accommodation. Should any damage be discovered on your departure we will contact you in the first instance. We are not looking for wear and tear. The deposit will be returned to you two days after departure.
How do I check in?
Our villas are auto-check in which means the key will be in a safebox at the entrance. You will receive the instructions via our Guest App.
In order to oblige with the Spanish Law, there will be a team member visiting you on arrival or shortly after for an official check in. At that moment you will be asked to present your passports so we can take note of the details. The confidentiality of the personal data is guaranteed through procedures, controls, technologies and audits in order to maintain them secure and protected from any harm, loss, alteration or unauthorized usage.
Is it possible to pay with PayPal or Bank Transfer?
Yes, if you have any other payment preference such as PayPal or by Bank-Transfer, we can also process your reservation. In this case you can contact us directly in order to firm your booking with us.