Terms and Conditions

Terms and Conditions

These terms and conditions are applicable for all bookings with OHANA LUXURY VACATION.

VILLA BOOKINGS

By requesting an online quotation, or by completing an online reservation you accept these Terms and Conditions as a binding contract between OHANA LUXURY VACATION on behalf of yourself and any other members of your party. We cannot accept any booking without a signed booking form, or a completed online reservation. A written/emailed booking confirmation sent to you by OHANA LUXURY VACATION means we have accepted your booking, subject to receiving the reservation deposit.

EMAIL ADDRESS, TELEPHONE & PASSPORT COPIES

It is vital that we have a valid telephone number ( WhatsApp) and email address. If you change this you should inform us immediately. We correspond by Whatsapp mainly. Once your booking has been made and we have received your deposit, all further correspondence will be via Whatsapp unless otherwise preferred by client. We will also WhatsApp you all of the information that you’ll require to get to the villa. In order to comply with rentals laws, we also require a copy of all guest passports at least 7 days prior to arrival. Failure to provide passport copies may result in cancellation of your booking. For all payments made by credit/debit card the cardholder must be present on arrival at the villa, and must show their credit card and passport as proof of card ownership and verification.

PAYMENT, RESERVATION AND DEPOSIT

Upon booking and confirmation that your requested dates for villa rental are available we charge a non-refundable deposit of the rental price, plus any additional concierge services (including a cleaning fee) you have booked for you and your party. Your reservation is only guaranteed once your deposit has been received. The remaining balance of the rental price, plus any additional concierge services you have booked, plus a EUR 500 fully refundable security/damages deposit is due at check in or as agreed individually with each client. You will be emailed a reminder for the balance and the date it is due to ensure payment is made in time. Payments are made by bank transfer into our bank account, cash or via credit card (details will be sent to you to make payment). Failure to make your balance payment on time could result in you losing your booking.

Payments made by debit or credit card may be subject to surcharge. Unless agreed otherwise, all currencies will be converted to EUR, at the exact Transferwise market rate on the day of payment.

SECURITY DEPOSIT

The security deposit of EUR 500 has to be paid with your balance payment at check in. We require you to inform us of any serious damage or breakages caused during your stay. A full and detailed check will take place after your departure and before the next guest’s arrival. You will be advised of any faults or damages found after this detailed check (pictures will be taken if possible) and we will advise you as soon as possible the cost of repair or replacement. Any items having to be purchased will be replaced with ‘like for like’, of the same quality and standard. The security deposit will be refunded after the property is fully cleaned and checked as detailed above. This should take around 24 hours. Should the security deposit not cover all the damage, repair or replacement caused then we will request extra funds to make up the difference. You authorise us to charge your credit card to cover such additional damage or replacement costs, or if no credit card was supplied you agree to transfer the additional funds within 7 days of the notification of the extra costs.

ARRIVAL AND DEPARTURE TIMES

Check in time will be from 14:30. However in some cases, we are able to arrange for you to drop your bags at the villa if you arrive earlier. After 8pm you will incur a EUR 50 charge to cover out of hours staff costs. If you arrive after 12 midnight this increases to EUR 80. If your flight is delayed or cancelled, you are required to contact us so we can notify everyone involved. Failure to notify us of any flight delay or expected villa arrival time of more than 30 minutes, will result in a charge of EUR 50. If there is any delay, please call and text the mobile number of the villa manager you have been given in your arrival information.

On your departure you might be asked to do a self check out and leave the keys inside , or a representative might come meet you . The villa must be vacated by 10:30 am.

Unless by prior agreement with OHANA LUXURY VACATION , failure to leave by 10:30am will incur an extra half day rental charge. Failure to leave by 2pm on your departure day will incur an extra full day rental charge.

CANCELLATION AND REFUNDS

If you cancel your booking more than two calendar months before your arrival date then you will lose your deposit only and any non-refundable concierge costs. If you cancel your booking within two calendar months of your arrival date then you will be liable for 100% of the villa rental and any non-refundable concierge costs.

No exceptions to this policy can be made for any reason, therefore holiday insurance with a cancellation policy to cover any such rare occurrence is strongly recommended.

CHANGES TO BOOKING AND PROPERTY AVAILABILITY

OHANA LUXURY VACATION reserves the right to amend the booking dates. This may be due to several reasons, not limited to but including, war, adverse weather conditions, riots and or matters concerning participants safety, operational circumstances such as damage caused by fire, or the villa becoming unusable due to utility company work or lack of services, leaks, repair work or any other such reason. In these circumstances the booking may need to be adjusted accordingly. OHANA LUXURY VACATION IS not liable for any additional costs or losses that may be incurred by the client due to the change of booking. This includes, but is not limited to, any extra hotel reservations or car rentals, or the cost of non-refundable airline tickets.

In the event before your arrival, or during your period of rental, your villa choice becomes unavailable or unusable for any reason, excluding Force Majeure, we reserve the right to offer you an alternative property of the same level of quality and in a similar area, or to refund all monies paid to date and cancel the booking. We are not responsible for any other expense or costs incurred including rearranging or cancelling flights or car hire. We strongly recommend holiday insurance cover.

INSURANCE

OHANA LUXURY VACATION recommends that you take out adequate travel insurance, including cover for medical treatment, accidents and repatriation, and holiday cancellation and curtailment. It is your responsibility that you arrange, or ensure your party have appropriate comprehensive travel insurance. We assume that such a policy is in force before you depart.

VILLA RENTAL RATES AND PRICE GUARANTEE

Prices quoted for your reservation will remain guaranteed once the reservation deposit has been paid. Once a price has been agreed and deposit paid OHANA LUXURY VACATION will not change this price under any circumstances, thus guarding against any future price increases.

OUR RESPONSIBILITY

We are responsible for providing the services listed on our website, where it is within our control. We carefully and regularly monitor our properties. We cannot guarantee that all items listed on our website will be functional at all times, however all endeavours will be made to rectify any problems as soon as we possibly can. We reserve the right without prior notice to withdraw any part or all of the facilities available, and to make such changes as may be necessary. Furthermore, it is agreed by you that the owners, operators and agents of the rental properties of OHANA LUXURY VACATION are not the guardians of any customers safety and they, individually or collectively, cannot be held liable in any way for any occurrence, which might result in illness, injury, death or other damage, loss or theft to the customer, his property, or his family, heirs, or assigns. The liability of OHANA LUXURY VACATION is limited to a total of the booking price irrespective of the title/claim.

YOUR DUTY OF CARE

You agree to keep the villa at all times clean and tidy. If any spillage occurs or breakages it must immediately be wiped and cleaned. Under no circumstances can food leftovers be left outside as it attracts insect and rodents. Under no circumstances can glasses, bottles or crockery be taken into the pool or jacuzzi. If a member of staff sees any glass items or bottles either in or around the pool then the pool will be drained and checked for broken glass. Depending upon the pool size a cost will be charged to replenish the water and the pool will be closed whilst this happens.

You make sure that the villa is in the same condition when you leave, as it was when you arrived. You must leave the villa tidy and any rubbish must be bagged and disposed of before you leave. If the villa is not left in a tidy state then you will be charged for extra cleaning service. Please let us know immediately if something gets broken, stained, marked or damaged during your stay so that we can replace it at once.

When you leave a room you must turn off the the lights, fans, and especially air conditioning and other high-energy consumption devices. If our staff see air-conditioning left on in unoccupied rooms or windows left open they will disable the air conditioning unit immediately. The villas are thoroughly checked before your arrival for any damages and any problems that cannot be fixed are recorded. If you see any stains or markings especially on fabrics, scratches on glass surfaces, broken items of furniture, doors or any item not functioning, you should report it as soon as possible after you arrive and within the first 24 hours after arrival. After you depart the damages found during by the villa representative will be final.

YOUR VILLA INCLUDES

The use of the villa and its facilities are as described on our website or your booking confirmation. Please note, OHANA LUXURY VACATION cannot guarantee that all items or facilities listed on our website will be functional at all times. If you or we find a fault, all endeavours will be made to rectify any problems as soon as we possibly can, you must advise us straight away of any such problems. Items do breakdown, and utility services can get interrupted however rare. No refunds or rate adjustment shall be made for unforeseen mechanical failures. At times we can be in the hands of outside contractors, or waiting for spare parts, but we will push them as hard as we can to rectify any faults as quickly as possible.

If your property has a heated pool you will have to request for this to be heated in advance of your stay and this will incur and extra charge per day for the duration of your stay.

VILLA KEYS

You will be given a set of keys. You may also receive an electronic remote control for garages, entrance gates or estate entrance gates.

If keys are lost then EUR 150 is charged to obtain a replacement. This amount deducted from the security deposit.

ROOM SAFES

In some of our villas we have installed small safes where you can store your valuables. It is strongly recommended that it be used to store valuable items such as passports, cash, travelers checks, mobile phone, cameras, and jewellery. Any valuables left at the property are the guests’ sole responsibility and neither OHANA LUXURY VACATION nor the staff can be held responsible for any loss or damage of personal property.

SMOKING

Our properties are non-smoking properties. Smoking is only allowed outdoors. Please do not throw cigarette filters or cigarette/cigar stubs in gardens or plant pots. If our gardener is required to collect cigarette stubs from these areas a charge of EUR 70 will be made . If the house smells of smoke then a cleaning of the fabrics will be performed which will cost between EUR 200 and 500 depending upon how much of the villa (sofas, curtains, linen etc.) need to be cleaned.

PROPERTY ACCESS

OHANA LUXURY VACATION, our villa manager, maintenance team, gardener, housekeeping staff, the representatives of OHANA. LUXURY VACATION or the police have the right of access to the property grounds at any time for the purpose of property maintenance, cleaning, pool cleaning, garden maintenance, villa inspection and/or to carry out any essential or routine repair or maintenance work.

Except for the essentials we will make every effort to schedule such brief showings at a time convenient to you, to respect your privacy, and not interrupt your stay.

OCCUPANCY / MAXIMUM CAPACITY OF PROPERTIES / ADDITIONAL GUESTS

Under no circumstances may more than the maximum number of persons specified in the property description, and listed on the booking confirmation, whichever is lower, occupy the property except by prior written agreement by OHANA LUXURY VACATION. The property cannot be re-let or sublet to any other group/party or individual .

The number of guests that a property can accommodate can only be increased by prior arrangement. The total number of persons allowed in the villa at any one time is restricted to the number of persons confirmed on the booking confirmation. Should a group arrive with more guests than agreed, they will be required to pay from EUR 150 for each additional guest per night, for the duration of the whole rental period. At our discretion the extra guests may be asked to vacate the villa immediately. Exceptions to this clause are made only for infants under 24 months old at the time of travel.

If you wish to increase the number guests you may request this at least 72 hours before arrival.

Baby cots and high chairs are subject to availability.

HOUSEKEEPING SERVICES

Housekeeping services are not included in booking price unless previously agreed with OHANA LUXURY VACATION and stated on the reservation contract. A cleaning fee is charged which covers cleaning on departure of the villa. If you would like housekeeping services during your stay this should be requested and booked in advance.

We provide a full bedding and bathroom towel per person. Additional bedding changes or towels can be arranged at a cost .

Additional housekeeping services can be arranged.

WEDDINGS, SPECIAL AND CORPORATE EVENTS

No events are permitted in our properties. Only small family gatherings or anniversaries allowed. No event can proceed without prior discussion with OHANA LUXURY VACATION. Please contact us to discuss your requirements.

PRIVATE CHEFS AND CATERING PROVIDERS

If you would like a private chef we can help arrange one for you. We only allow chefs approved by OHANA LUXURY VACATION in advance. Under no circumstances can third party contractors be given keys or property access codes.

OTHER EXTERIOR CONTRACTORS

For the protection of the property and our guests we only allow approved third party suppliers. All guests must request the approval by us in advance. This includes all third party suppliers including babysitting services, fitness instructors etc. Under no circumstances can third party contractors be given unaccompanied access, or keys or property access codes.

NOISE DISTURBANCE, EVICTION

Our properties are all located within exclusive private locations. We therefore request you respect our neighbours and keep your noise to acceptable levels. Music should not be played outside after 10.30pm. Failure to observe these rules could result in immediate eviction in severe cases and/or loss of your security deposit.

Guests shall be respectfully quiet and peaceful, so as not to disturb other residents in the immediate area. If we receive a complaint from our neighbours we will notify you directly to reduce your noise. If ignored, the complaint is likely to result in contacting the local authorities who may fine you or request the villa to be vacated. If this happens your deposit will be forfeited.

ANIMALS

Pets are accepted upon request and with an extra pet fee of 150 EURO.

LIABILITY, DUE CARE AND SUPERVISION/INDEMNITY

You accept and acknowledge that you are responsible and liable for the safety and well-being of all your guests, third parties you contract, and any other persons you invite to stay at our properties during the time of the rental. You and your guest(s) are required to take due care when residing at our properties and be especially watchful of children playing in the gardens, near or in the pool, remembering there is no lifeguard, and surfaces can be slippery. Children MUST be under supervision of an adult at all times when staying at the villa. You are not permitted to enter our properties when wet from swimming, as the floors can be slippery. Damage or injury arising as a result shall not be the responsibility of OHANA LUXURY VACATION .

LOST AND FOUND

Items left at a property will be returned only upon request and at the guest’s expense. OHANA LUXURY VACATION is not liable for lost items. We will only hold items for fourteen (14) days before they are discarded.

WEATHER CONDITIONS

Weather conditions can be unpredictable, and can change quickly and significantly. OHANA LUXURY VACATION cannot be made liable for unpleasant or unsuitable weather conditions and no refunds are made for such conditions.

FORCE MAJEURE

Means any unusual and unforeseeable circumstances beyond our normal control, which the consequences of could not have been avoided even when exercising all due care. Such circumstances or events include but are not limited to, war, or threat of war, riot, civil unrest, epidemics or pandemics, industrial disputes or strikes, unavoidable or unforeseen technical problems with the villa, transport, or closure or congestion of airports, terrorist activity, natural disasters, industrial disasters, fire, theft, flooding and adverse weather conditions. In the event of any of the above then a reduction of services may happen, and refunds or compensation payments cannot be made.

LANGUAGE, PRINTING, TYPING, TERMS & CONDITIONS, CALCULATION ERRORS AND OMISSIONS

OHANA LUXURY VACATION reserve the right to correct any printing or typing errors, omissions or calculation mistakes at any time. We also reserve the right to amend our terms and conditions that apply to your booking at any time. In all matters the original English language version of these terms and conditions take precedent.

CONTRACT, COMPLAINTS AND SUGGESTIONS

OHANA LUXURY VACATION prides itself on the quality of its properties, and accuracy of its villa descriptions but should a guest feel that the villa has not met its description it should first be brought to the attention of the representative at the property. Any urgent complaints should be made to the manager on +34686282674.