FAQs
Booking information
· Do your villas have live pricing and availability? – We have live pricing on all properties and all of our exclusive villas have live availability. Villas without the Exclusive tag are on request, meaning that we would need to obtain confirmation of availability in writing from the owner/supplier before we can confirm the booking, so please don’t book any other elements of the holiday until you have received this from us.
· What is an exclusive villa? – Exclusive villas are villas exclusive to Solmar Villas, so can be confirmed instantly. This means that we don’t need to wait for our supplier to come back to us to accept the booking.
· How can I tell which villas are exclusive to Solmar Villas? – On the villa page in the Villa Summary section, there will be a tag saying Exclusive. If this is not present, then this villa is on request with our supplier.
· Do you offer price parity? – Absolutely! Our direct clients receive the same price as our agents, so you can rest assured that clients won’t be receiving a better deal if they come to us directly.
· Are the occupancy levels set in stone? – Generally, yes, however our sales team can always contact our supplier/owner to double check. Any additional beds will be subject to a supplementary charge.
· Are the changeover days fixed in every property? – During peak season, the fixed changeover days will be in effect in most properties. In low season, most properties offer a more flexible schedule. This is entirely property specific, so please see the calendar on the property’s page to see this information.
· What are the changeover days for each of your destinations? – Please see the table below:
| Destination | Changeover Day |
| Majorca | Saturday |
| Menorca | Friday |
| Lanzarote | Thursday/Sunday |
| Fuerteventura | Saturday |
| Tenerife | Friday |
| Andalucia | Saturday |
| Costa del Sol | Saturday |
| Costa Blanca | Saturday |
| Costa Brava | Friday/Saturday |
| Corfu | Monday |
| Crete | Tuesday/Sunday |
| Lefkas | Wednesday/Sunday |
| Kefalonia | Wednesday/Sunday |
| Rhodes | Wednesday/Thursday/Sunday |
| Zakynthos | Saturday |
| Cyprus | Wednesday/Sunday |
| Algarve | Saturday |
| Madeira | Saturday |
| Turkey | Monday |
| Mala & Gozo | Saturday |
| Dubrovnik | Saturday |
| Istria | Saturday |
| French Riviera | Saturday |
| Provence | Saturday |
General Information
· Can my client contact you directly? – Unfortunately, we cannot discuss bookings with clients if they have booked through a travel agent due to GDPR. We will simply direct them back to the agency that they have made the booking with and you will have to make contact with us instead.
· I’ve made a booking on your site. How do I pay? – We will issue an agent invoice listing the breakdown of the booking. You will then have four working days to make the relevant payment. Please see our Booking Conditions for more information or contact our Accounts Team if you have any queries regarding this.
· How do I view the booking confirmation? – The confirmation will be sent over as soon as the booking is checked and confirmed. It will remain on your agent account on our site under the relevant booking. Simply log in to your agent account in the top right-hand corner of the page, locate the relevant booking and navigate to the Documents tab to view all documentation associated with this reservation.
· What is my commission entitlement? – Please check your agent agreement or contact [email protected].
- Do you allow pets in your villas? – We don’t allow pets in any of our villas, sorry.
- Can we leave our bags at the villa before we check-in? – We cannot allow clients to leave bags at the villa prior to check-in due to the security risk that this poses. The villa will be being cleaned, with the doors and windows wide open. For luggage storage options, please contact the Concierge Team.
- What happens if my client wants to cancel/change their booking? – Please see the relevant section in the booking conditions section of our site and communicate this information to your client.
- I wish to use your villa images for promotional work/advertising. How do I do this? – Please contact [email protected] and we will look to arrange this for you.
Extras
· Do you offer flights? – Yes! Our sales team can arrange this for you, so please call 0800 7 999 888 to receive a quote! Please be aware that we do require a signed agency agreement before any booking can be made.
· Do you offer transfers? – Absolutely! You will be given the option to add on transfers during the booking process or, alternatively, you can contact the relevant Sales/Concierge Team.
· Do you offer car hire? – Yes, we do! Please check the search facility during the booking process or contact the relevant Sales/Concierge Team directly for a quotation.
· Do you provide towels at the villa? – We provide bath towels but not pool towels as standard. They can sometimes be added as an extra. Certain properties do provide pool towels but this will be listed in the description section on the villa page.
· Can we add on pool heating? – If the villa has the facility listed in the villa description, then yes! It will show up in the extras section during the booking process along with the cost, so please ensure that you select this even if it is free of charge. During winter months, pool heating is sometimes free of charge but this will also be listed in the extras section. Please contact us if you are unsure.
· Do you provide cots and highchairs? – All properties have the option of a complimentary cot and highchair which can be added either during the booking process or post-booking. Any additional cots or highchairs are chargeable. Please note that you will need to bring your own cot bedding, as we are unable to supply this for hygiene reasons.
Accessing the villa
· What are the check in and check out times of your villas? – Check in is at 4pm and check out is at 10am. Currently, due to local restrictions, we are unable to be flexible on these times.
· Why do you need API and flight information? – It is a legal requirement that the villa owner supply this information to the local government. Please collect this from your clients and provide it to us as soon as possible.
· Where should I input the API and flight information? – Please log into your agent account on our site and select the correct booking. You can then provide this information in the Passengers and Flight Details sections respectively.
· What will happen if I don’t provide the API and flight information? – If we don’t have your client’s API, then your clients will not be able to access the property, since we will only release the directions and key collection information once we have received API and flight information from the client. As this is a legal requirement, we are unable to make any exceptions.·
· When and how will I receive the key collection information? – Provided that you have filled in the API information and flight details, the travel documents will be sent to the registered email address 21 days prior to travel. You can then distribute this to your clients accordingly.
· How can I find out the villa address? – This will be listed in the travel documents sent over to you 21 days prior to travel, but if you haven’t received this yet, please contact the Concierge team.
· Do you offer early check-in/late check-out? – We are unfortunately not offering early check-in or late check-out in any of our properties for the 2023 season.
· Will my clients receive any support while in resort? – We have dedicated representatives in most of our destinations, available to provide direct support when called upon. They are passionate, hardworking, and highly knowledgeable about their destination and surrounding areas, after having lived there for many years. As such, they can communicate fluently in the local language and are also familiar with local laws and customs. Should your client need their assistance while on holiday, their contact information can be found in the client’s travel documents.