Frequently Asked Questions

Making the reservation

How much deposit do you require?

The deposit would be 25% of the booking total. If you are within 10 weeks of your arrival date we would require full payment.

When is the balance due and will I recieve a reminder?

The balance is due 10 weeks before your arrival. We will give you the balance date when we confirm the receipt of your deposit payment. We only send out reminders when the balance is overdue

How do I pay?

Payments can be made by credit card in Euros, Euro or sterling bank transfer or by sterling cheque sent to our UK payments address. Full payment details will be given at time of confirmation.

*Credit card payments are subject to a 1.2% surcharge

What information do you need from me to make a reservation?

We require your home address and telephone number. Later we will ask you to fill out a registration which will ask for the passport details. It is obligatory that we register your arrival on the island with the local authorities

Is your company ABTA bonded?

We are a spanish registered company with over 25 years experience, therefore we cannot be ABTA bonded. Our travel agency Viajes Lanzarote Holidays hold the licences required in Spain

Arrival

What time can I check in and out of the accommodation?

Check in

Your Property will normally be ready for you by 4pm. If you arrive on the island earlier you may be able to leave your suitcases in the property whilst it is still being cleaned ready for you.

Check out

In order for our cleaners to be able to have all properties ready for the next guests´ arrival, we ask that you vacate by 10.00 a.m. on the day of your departure. In some instances you may be able to stay in the property beyond this time if you have a later flight. Please contact our office in resort the day before you leave if you have a late flight departure and we will do our best to assist you.

Will there be somebody at the airport to meet me?

We do not have a representative at the airport but we do supply you with all you need to arrive at your accommodation, including a 24 hour emergency contact number .We are able to arrange airport transfers for you, please see following link for prices

http://www.lanzarote1.com/airport_transfers.php

Are there taxis at the airport?

Tes there is a taxi rank at the airport just outside the terminal.

Where do I collect the keys from?

Keys to the property will be in a key safe on your arrival. We will send you details of how to operate this key safe when payment of your booking is complete.

When do I recieve my arrival information?

This will be sent to you once we have received your balance/full payment

Do you have an office in Lanzarote?

Our resort office address is:

Avda de las Playas 1B
Puerto del Carmen
Lanzarote

We are open Monday – Friday 9:00 – 18:00
You can phone on 0034 928 596 120 or call in to our office any time between the hours of 9:00 – 18:00 Monday to Friday

If I cancel my booking are there any charges?

If you decide to cancel your booking, you must notify us in writing. The effective date of the cancellation will be the date the written notice of cancellation is received by us. We will accept email notification as written cancellation provided this comes from the same email address as that used when the booking was made.

In exceptional circumstances, and by agreement with us, it may be possible to transfer a deposit paid for a holiday, subsequently cancelled, to another booking. In these circumstances, the deposit will be held by us until another booking has been made.

If you cancel you booking, you will be charged accordingly to the following scale.

Up to 42 days prior to arrival Loss of deposit
41 to 29 days 30%
28 to 15 days 45%
14 to 7 days 60%
6 to 1 day 100%

Accommodation

Where do I collect the keys to my accommodation or will they be sent to me?

Keys to the property will be in a key safe on your arrival. We will send you details of how to operate this key safe when payment of your booking is complete.

Do I need to bring linen or towels?

Linen and towels are provided. Normally, towels are changed midweek and linen weekly but please note some owners have separate arrangements. Hand towels and bath towels are provided. You will need to bring beach and pool towels

Are there any extras I need to pay for?

There are no additional costs on your accommodation. Sopme Villas may have coin operated air conditioning units, this will be advertised on the accommodation page of our website if this is the case

Are cots and high chairs provided?

We provide travel cots for your convenience during your stay but you should bring your own cot bedding. Please enquire at the time of booking.
There may be a delivery charge on some of our properties

Will the pool be heated?

Most of our properties have pools and this will be  stated in their description. Pools which are acclimatised in winter months (November through to April) will show this in their description. Health and safety regulations do not allow us to heat the pool above 28 degrees . Pools in apartment complexes are generally unheated. Lanzarote is known for its gentle breezes but be aware these same breezes can cause your pool temperature to drop overnight so please remember to replace the pool cover at the end of the day.

Is the accommodation cleaned during my stay?

The property will be clean on your arrival

Apartments, we will change your towels once during a 1 week stay.  Linen and towels will be changed after your first week and you will receive a full clean. We will change the towels again during your second week and clean the apartment on your departure.

Villas, we will change the your towels and clean the bathrooms and floors during your stay. Linen and towels will be changed after your first week and you will receive a full clean. We will change the towels and clean the floors and bathrooms again during your second week and clean the villa on your departure.

Is there a safe in the property?

Safety deposit boxes are fitted in all of our properties. We ask for a refundable deposit of 10.00€ on your arrival for the key

What channels we I be able to get on the TV?

We cannot guarantee which channels will be available on your satellite system as they are subject to regular changes and our geographical position is outside of the main footprint. The type of satellite system will be noted in your accommodation description on our website. You will be able to recieve some english speaking channels and these may not be channels that you are familiar with back home

Can you supply fans?

We can provide fans for your convenience during your stay. Please enquire at time of booking for costs.

Resort

What time do the supermarkets close in resort?

Most supermarkets in resort close at 21.00hrs, however you may find that some smaller supermarkets are open unil 22 hours.

I have a baby, will I be able to find baby food?

Supermarkets and chemists do sell nappies baby food although these may not be the same makes you are used to. Some supermarkets sell fresh milk but this does not keep for long. You can by UHT milk in all supermarkets

Will there be any information about the resort provided?

There is a comprehensive information book in all of our properties

Can I exchange money in resort?

There are banks and exchanges in resort where you can exchange your Pounds for Euros.

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