Your Holiday Starts Here!

Everything You Need to Know Before Your Stay......

Welcome to Leja Villa Rentals & Keyholding!

Your holiday should be about sunshine, relaxation and making wonderful memories, not worrying about the little details!

Whether you're joining us for a summer getaway, a family holiday or a well-deserved break in Spain, our team is here to help make your stay as smooth and enjoyable as possible.

To help you prepare, we've put together everything you need to know before arriving, during your holiday and when it's time to head home.

Questions Before Your Holiday?

We're only a message or phone call away!

Whether you need help preparing for your arrival, have a question about your booking or simply want to clarify something before travelling, our friendly team is here to help.

 

1. Arriving & Checking In

Check-in: From 4:00 PM (16:00)

We know you'll be excited to start your holiday, and whenever possible, we'll do our best to accommodate an earlier arrival.

However, during our busy summer season, same-day guest changeovers mean our cleaning and maintenance teams need sufficient time to prepare your holiday home.

Early check-in is therefore subject to availability and must be confirmed by our team in advance.

Check-out: By 11:00 AM

Need a little extra time on departure day? Just ask! Where possible, we'll try to accommodate a later check-out, although this cannot be guaranteed.

2. Stay Connected with WhatsApp:

Important: WhatsApp is essential for receiving your arrival information.

We use WhatsApp to communicate important details about your holiday, including arrival instructions, property access information and any last-minute updates.

Please ensure WhatsApp is installed and working on your mobile phone before travelling.

Download WhatsApp:

• https://apps.apple.com/us/app/whatsapp-messenger/id310633997
• https://play.google.com/store/apps/details?id=com.whatsapp

Contact our team:

WhatsApp: +34 615 398 417

3. Guest Registration: Before You Arrive:

To help us prepare for your arrival and complete the required guest registration, we ask that all guests provide the necessary identification details before check-in.

Our team will explain how to submit the required information securely.

Every reservation must also have a completed booking form, including reservations made through third-party platforms.

A few important things to remember:

• All adults and children staying at the property must be included in the booking information.
• The total number of guests must not exceed the property's permitted occupancy.
• Additional guests or changes to the registered guests must be approved in advance.
• Unauthorised occupancy may result in additional charges or other action under the booking conditions and applicable law.

These requirements help us ensure a safe, organised and comfortable stay for everyone.

4. Receiving Your Arrival Instructions:

A few days before your holiday, our team will contact you with the information needed for your arrival.

This includes:

• Our office location and arrival arrangements.
• Directions and location details for your holiday home.
• Property access and key collection instructions.
• Wi-Fi information and other useful property details.

Property-specific information is normally provided the day before arrival or, in some cases, on the morning of arrival.

Arriving on a Monday?

We aim to provide your arrival information on the preceding Friday, so you have everything you need before the weekend.

Please keep an eye on your WhatsApp messages as your holiday approaches!

5. We're Here to Help During Your Stay:

Our team is available to assist with property-related questions and maintenance concerns throughout your holiday.

Office hours: Monday to Friday, 10:00 AM – 5:00 PM

If something isn't quite right, please contact us as soon as possible so we can investigate and arrange assistance where necessary.

Outside office hours, urgent issues such as significant water leaks or serious electrical failures will be assessed for emergency assistance.

Routine maintenance requests and general enquiries will normally be addressed during office hours.

6. Lost Keys & Lockouts:

We understand that accidents happen, especially when you're enjoying your holiday!

If you lose your keys or accidentally lock yourself out, please contact our team.

Where possible, we will try to assist. However, our team cannot guarantee that a spare set of keys will be available or that someone can attend immediately.

If a locksmith is required, the cost of the service, replacement keys or necessary lock changes may be charged to the guest where the issue is their responsibility.

Our tip: Always double-check that you have your keys before leaving the property!

7. Found Something That Needs Attention?:

We want every guest to arrive at a clean, comfortable and well-maintained holiday home.

If you notice a cleaning issue, damage or anything unexpected on arrival, please let us know promptly, preferably within the first 24 hours.

Where possible, send photographs or videos so our team can understand the issue and arrange the appropriate action.

If a problem arises later during your stay, please report it as soon as you discover it.

Prompt reporting gives us the best opportunity to resolve concerns quickly and minimise disruption to your holiday.

8. Booking Your Holiday Home: Payments & Deposits

Ready to secure your dates?

A reservation payment is required to confirm your holiday booking.

The amount is generally between €300 and €500, depending on the property.

As our holiday homes are individually owned, the amount required to secure a reservation may vary.

The exact amount will be confirmed before booking.

When is the remaining balance due?

Your outstanding accommodation balance, together with the applicable cleaning fee, must be paid no later than 4 weeks before arrival, unless alternative arrangements have been agreed in writing.

Please ensure all payments are completed by the agreed deadlines to avoid complications with your reservation.

9. Heading Home: Departure Day

We hope you've had a wonderful holiday!

On your departure day, please ensure you have collected all your belongings and vacated the property by 11:00 AM, unless a later departure has been agreed.

Returning your keys

Keys must be returned to our office, either:

• Directly to a member of our team at our office
• Through the designated post box outside our office.

If you use the post box, please send us a quick WhatsApp message confirming that the keys have been returned.

This allows us to arrange collection and prepare the property for the next guests.

Thank you for helping us keep everything running smoothly!

Holiday Rental Cancellation Policy

Clear, Fair & Transparent Booking Conditions:

We understand that holiday plans can sometimes change.

At Leja Villa Rentals, our cancellation conditions are designed to provide clarity for guests while respecting the commitments made to our property owners.

Please review the cancellation terms applicable to your reservation before confirming your booking.

Cancelling Before Arrival:

30 days or more before arrival

Guests cancelling at least 30 days before their scheduled arrival date will receive a full refund of accommodation payments made, excluding any applicable non-refundable charges clearly disclosed before booking.

Less than 30 days before arrival

Cancellations made less than 30 days before arrival are non-refundable under our standard direct-booking conditions, subject to applicable law and any exceptions agreed in writing.

Leaving Earlier Than Planned:

Once your holiday has started, voluntarily leaving the property before your scheduled departure date does not automatically entitle you to a refund for unused nights.

Requests will be considered in accordance with the booking agreement, the circumstances involved and applicable consumer legislation.

Medical Emergencies & Unexpected Changes:

We understand that illness, emergencies and unexpected circumstances can affect travel plans.

If you need to cancel for medical reasons, we may request appropriate supporting documentation. Detailed medical diagnoses are not required.

Medical circumstances do not automatically guarantee a refund outside the agreed cancellation conditions.

Any exception or goodwill refund will be assessed individually and confirmed in writing, subject to the property owner's agreement where applicable and any mandatory legal rights.

We strongly recommend taking out suitable travel insurance covering cancellations, medical emergencies and unexpected travel disruptions.

Concerns About Your Holiday Property:

Your comfort and safety matter to us.

If you experience a problem with your accommodation, please contact our team promptly so we can investigate and, where appropriate, arrange a solution.

Concerns will be assessed based on the property's advertised description, the circumstances and the accommodation provider's contractual and legal obligations.

Personal preferences regarding decoration, layout, furnishings or location do not, by themselves, establish an entitlement to a refund where the property matches the information provided at booking.

Where a genuine maintenance or operational issue is identified, our team will coordinate appropriate action, taking account of its nature and urgency.

Leaving the accommodation without first reporting a concern does not automatically qualify a guest for a refund. All requests remain subject to applicable legal rights.

Bookings Through Platforms i.e Airbnb or Booking.com etc:

If you booked through a third-party platform such as Airbnb or Booking.com, the cancellation conditions accepted when making that reservation will apply, together with the platform's relevant procedures and applicable law.

These may differ from our standard direct-booking conditions.

If Your Accommodation Cannot Be Provided:

In the unlikely event that your confirmed accommodation cannot be made available, we will inform you as soon as reasonably possible.

Where appropriate, we will assist in exploring alternative accommodation, subject to availability and your agreement.

Any refund or further remedy will be determined in accordance with the booking agreement and applicable consumer legislation.

Refunds & Security Deposits:

Where a refund is approved or legally due, it will normally be processed using the original payment method where possible.

We will advise you of the amount and anticipated processing timeframe.

Any separately held security deposit will be reconciled independently of accommodation cancellation charges. Deductions, where applicable, must be justified under the booking agreement and applicable law.

Booking Confirmation:

By completing a reservation, guests confirm that they have had the opportunity to review and accept the applicable booking and cancellation conditions.

These terms are subject to any specific conditions agreed in writing and mandatory consumer protection legislation.

Your holiday home in Spain is waiting. We look forward to welcoming you!