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Holiday Booking Terms and Frequently Asked Questions
Holiday Booking Terms and Conditions
Your contract with us
When you make a booking with Premier you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. You must be at least 18 years old to make a booking with us. You agree that you will adhere and co-operate with all of the terms and conditions outlined in this contract agreement. Your contract with Premier is made once your deposit has been processed and a confirmation has been emailed to you.
Included in the quoted price
Included in the quoted price is the accommodation, as confirmed on your holiday confirmation for the people named on the booking form, in the property specified, including local taxes, gas, water, electricity and service charges. Also included is freshly laundered bed linen, towels and tea towels on arrival. YOU MUST PROVIDE YOUR OWN POOL/BEACH TOWELS. The bed linen, towels and tea towels are changed weekly, i.e. every 7 days, the cost of which is included in the quoted price but can be changed more frequently on request for an additional charge.
Not included in the quoted price
Travel insurance, which is compulsory, transportation to and from your accommodation, beach/pool towels, other items & services as described as extras under Additional Guest Requirements.
Prices and Payments
Prices printed on our website are current and accurate as of today however, these may be subject to change throughout the year. Once you have confirmed you are booking using our booking system or direct with Premier, the price confirmed remains the same and unchanged.
When renting one of our holiday homes, our normal payment terms are as follows:
On booking, a deposit is required equivalent to 30 per cent of the total cost. (The total cost of the holiday on which the deposit is based excludes the €300 or €500 Euros Security Bond).
The outstanding amount plus the €300.00 or €500.00 security bond is due eight weeks before the start of your holiday. If the holiday falls within 8 weeks of the commencement of the holiday then full payment is required. If you fail to make the outstanding payment 8 weeks before the holiday commences, the booking will be cancelled and you will lose your deposit.
The €300/500 Security Bond is to cover any damage to the property or its contents/fixtures and fittings. Upon your departure we would expect you to leave the property in a reasonable condition and all rubbish to be removed from the premises. If Premier incurs extra costs for rubbish removal or for excessive cleaning then we reserve the right to retain your security bond to cover such costs and once deductions have been made we will refund you any balance due. We will discuss any deductions with you before returning the security deposit. If you have complied with the above and left the villa in a reasonable condition then the €300/€500 Security Bond will be refunded to you at the end of the rental period once a final inspection has taken place.
Please note that willful and negligent behaviour is not covered by the Security Bond and should this occur you will be asked to cover the cost of damage locally or you will be billed for the recovery of this separately.
For some properties an additional cash security deposit will be required due to the high value of the house’s contents. This will have been agreed and outlined in your holiday confirmation.
If you book a holiday within 8 weeks of the holiday commencing this will be classed as a late booking and we must receive full payment for your holiday before we can confirm your booking.
All credit and debit card payments will be processed in Euros at the exchange rate on the date of the transaction.
Confirmation
Please check your confirmation and all other documents you receive from us immediately on receipt. You must contact us straightaway if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the holiday villa we have confirmed to you. If you cancel or alter your booking later on, you may have to pay an amendment charge or it may not be possible to rectify your booking.
Cancellation or Amendments to booking
Once confirmation has been issued and you wish to make an amendment to the booking, at Premier, we will do our best to honour those changes, but cannot guarantee we can make any alteration to the confirmed booking.
If you cancel the holiday booking, we must receive a written letter from the party confirming the cancellation. The cancellation will take effect from the date of the letter or email. For obvious reasons, we cannot give full refunds, especially if the cancellation is close to the date of the holiday. Our cancellation terms are as follows:
Timing of Cancellation
Cancellation Charges
More than 8 weeks prior to the holiday commencing -
The deposit amount
Between 4 and 8 weeks prior to holiday commencing -
50% of total amount
Between 3 and 4 weeks prior to holiday commencing -
70% of total amount
Between 2 - 3 weeks prior to holiday commencing -
90% of total amount
Between 0 and 2 weeks prior to holiday commencing -
100% of total amount
If Premier has to cancel or change your holiday booking, which is unlikely, we will endeavour to notify you as early as possible. If a cancellation or substantial alteration has been made to your holiday booking, you may acknowledge and accept the alterations, accept another and comparable property as your holiday home. In the event that an alternative property is cheaper, you shall be refunded. Should it be more expensive, there will be the difference to pay, but we will endeavour to discount where possible. The other alternative is to cancel the booking completely, in which case, some forms of compensation will be offered to you.
IMPORTANT NOTE: Compensation arrangements do not apply to circumstances beyond our control, for example: war, threat of war, riots, civil strikes or terrorist activity, industrial disputes, natural or nuclear disasters, fire, airport closures, bad weather conditions and similar events beyond our control.
Holiday Insurance
Adequate travel insurance is compulsory and is entirely your own responsibility. However we do recommend that any insurance you purchase has a 24-hour emergency telephone service.
Guests
The villa you have rented is reserved exclusively for you and the other named parties on your holiday confirmation. No other persons are permitted to stay in the property unless this has previously been agreed by Premier and appropriate payments made (if applicable). It is against health and safety to increase your party size outside of the maximum capacity the villa allows. Premier have a right to terminate your holiday with immediate effect should you increase your party size without our knowledge or ignore our maximum capacity as stated at the time of booking. No refunds will be given in such cases.
Accommodation
We have gone to great lengths to ensure that the descriptions of our properties as advertised are faithful and honest. We have inspected and evaluated all the properties on our website and believe descriptions to be accurate. All properties are carefully inspected at the beginning of each season and equipped with sufficient furnishings and facilities for your holiday. They are privately owned and furnished to the owner’s individual tastes.
If your holiday villa does not have air conditioning in the bedrooms then you will have been advised of ceiling fans or free standing fans on your holiday booking.
If you are staying in a property which has a swimming pool, we ask that you do not use glass or any other breakables close to the pool to avoid damage and risk of injury. The term private pool means that the swimming pool is for the exclusive use only of those staying at the property where the pool is situated, and as confirmed on your final holiday confirmation, and it is not a “communal pool” which is one shared by a number of villas. In some properties terraces and pools may be overlooked.
Please note that Premier cannot take responsibility for loss of water, gas or electric supplies during your stay. However, Premier will do everything in their power to support you during your holiday.
Smoking
Smoking is not permitted under any circumstances “inside” any of our villas. Failure to comply with the above could cause the cancellation of the holiday rental contract and/or the extra cost of cleaning the property in relation to fabric upholstery and linen.
Disabled Visitors
Unfortunately some properties are unsuitable for disabled persons due to access and layout. Please ensure that you enquire about the suitability of each property before booking.
Pets
Pets are not permitted under any circumstances due to the fact that ongoing clients may have an allergy to animals and in accordance with current regulations. Additionally clients are requested not to feed or allow stray cats or dogs inside the property. Failure to comply with the above could cause the cancellation of the holiday rental contract and/or the cost of cleaning and sterilizing the property.
Behaviour
We expect all parties staying in our holiday homes to behave in a considerate manner at all times, respecting other 3rd parties and also the holiday property. Some properties on urbanisations also have certain rules in place which will be available at the property on your arrival and we expect you to respect those rulings. If the property or its contents are damaged in any way by you during your stay, we will deduct this from your security bond. Upon your departure we would expect you to leave the property in a reasonable condition and all rubbish to be removed from the premises. If Premier incurs extra costs for rubbish removal or for industrial cleaning then we reserve the right to retain your security bond to cover such costs and once deductions have been made we will refund you any balance due. We will discuss any deductions with you before returning the security bond.
If at any stage during your holiday your behaviour (or the behaviour of any one traveling in your group) is seen to be likely to cause danger, distress, annoyance or damage to property, either we or the villa owner concerned may terminate your holiday arrangements with immediate effect. Premier will have no liability to you and will not be responsible for meeting any expenses you incur as a result, making any refund or paying any compensation. In addition, you will be responsible for any expenses we incur as a result of your behaviour such as the damages to a property and any call out visits by any of our Premier Representatives.
Building Works – please read carefully
Spain is ‘enjoying’ a building boom never seen before and new building work starting after publication of individual villa descriptions may in some way distort our description of the property we have considered peaceful or quiet. Building or road works may be in progress nearby, a neighbour may start building a swimming pool or wall or the local water board may decide to drill for water in the vicinity. This work may start early in the morning as it is local practice and can start at any time of the year. As it is not always possible to gauge the extent of such works we regret we cannot advise you of the constantly changing conditions. If however we are aware 8 weeks prior to your holiday taking place that work is taking place immediately adjacent to your holiday villa (that is, an adjoining plot – not across the road or merely nearby) that in our opinion could materially spoil your enjoyment of your holiday we will advise you. You may then either cancel in full, change to another villa if available (paying the difference if more expensive or receive a refund if cheaper) or leave your booking as it is and hope that there is not too much noise or dust to spoil your holiday. If you choose to leave the booking as it is it will be extremely unlikely that after arrival we will be able to move you to any alternative accommodation if you suffer any inconvenience as described above, nor will any claim for compensation be accepted for any loss of enjoyment due to building or any other associated works within the vicinity of your holiday villa. You should note that Premier are not responsible for such work, are not able to stop such work taking place nor control the noise level. Nor can we be responsible for any building works that start during a holiday and under no circumstances will we pay any compensation at all in such cases.
If you have a complaint
If you have cause for complaint whilst on holiday, this must be brought to the attention of your Premier Representative/Premier Office immediately so that action can be taken to rectify the problem. Should the Premier Representative/Premier Office be unable to resolve the matter during your stay, details of the complaint must be notified to us in writing within 28 days of the end of your holiday. Any claims received outside this period cannot be considered as if you do not tell us about your complaint promptly; it may prove difficult to investigate your complaint thoroughly. Any claims received from customers who have not made a complaint to us during their holiday will not be considered as no opportunity has been given to resolve or inspect the problem.
Under no circumstances do we offer compensation in the following circumstances:
- You have not notified us of a complaint during your stay
- You have not taken reasonable care to protect the property
- You or any member of your party is at fault
- Any unusual or unexpected circumstances beyond our control which we could not have avoided if we had used all possible care
- Any event which we or the owner could not help or prevent
- The problem is resolved within 24 hours of the complaint being received
- Within 24 hours of the complaint being received we are waiting for an appointment with a local contractor having taken every care to resolve the complaint prior
- Similar alternative accommodation is offered.
In the event of death, injury or illness our responsibility is limited to acting as mediator between the customer and the property owner should the owner be held liable under Spanish Law. Comprehensive travel insurance is compulsory for all clients and it is required that all customers read carefully the safety information and notices left in the accommodation itself.
Safety
If you have young children and are staying in a property with a swimming pool, we expect you to be vigilant around them and take responsibility for their safety in and around the swimming pool and any terraces and balconies.
Please note that whilst Premier are pleased to provide the villa and external facilities as booked and whilst we have attempted to make it as safe as possible, the very nature of holiday activity and children’s play activity means that accidents can occasionally happen. We therefore cannot accept responsibility for injury or damage to any adult or child whilst using the villa or external facilities of the villa. Please be aware that parental supervision of children is essential at all times and that your children are not left unsupervised at any time during your holiday.
Data Protection
When processing any booking, we do require personal information on all party members and we take responsibility for ensuring that all personal information is protected.
Guest Support Services
If you require any guest support services during your stay, please review the details of those services on our website together with relevant costs (i.e. cot and high chair hire, foldaway beds plus extra linen and towels for those villas permitted).
Promotional Offers
From time to time we may promote special offers. These offers are only valid for the periods stated and cannot be requested in retrospect.
Frequently Asked Questions
When will my balance be due and how can I pay?
You balance is due eight weeks prior to your arrival and you can pay over the phone by credit card or by bank transfer. Please call the office on 0034 966 481 130 to make final payment.
Are there any charges for paying by card?
We are a Spanish company, based in Spain and with Spanish bank accounts. All of our card payments will be processed in Euros at the exchange rate on that day; however your card provider may use a less favourable rate and may even charge you a fixed fee or commission for using your card. However, a lot of cards include free travel insurance and payment protection so we advise you look at all the options.
What channels does my satellite TV include?
Some villas included limited SKY TV and others may offer local Spanish satellite channels, possibly with SKY News. Due to SKY TV’s changing policies we cannot guarantee reception of English satellite TV and instead now offer DVD players in most of our villas. Please do not expect to receive the same channels or quality of reception as you do at home.
Are linen and towels provided?
We provide one hand towel and one bath towel per person. Beds are made by our cleaners prior to your arrival and all linen and towels are changed by our cleaners on a weekly basis. You cannot use the provided towels around the pool or at the beach and should bring your own beach towels for this purpose. Tea towels are also provided and again changed on a weekly basis.
What sort of maid service will I receive?
The property will be fully cleaned prior to your arrival and for stays longer than 10 days there will be an internal mid-clean. 2 toilet rolls per bathroom, 1 kitchen roll, 1 dishcloth and a bin liner in each bin will be in the villa for your arrival. These are not replenished on mid-cleans. In addition to which a mop, bucket, brush and dustpan will be available for your use in the villa. As this is a self catering holiday you are responsible for your own cleaning products. Unfortunately due to health and safety and potential skin allergies we are not able to provide these.
Can you arrange transfer from the airport?
Yes, we can arrange taxis from either Alicante or Valencia airports on your behalf. Please call the office on 0034 966 481 130 to discuss further. Please note you will be required to pay the taxi driver yourself in cash upon arrival at each destination (villa and airport). Premier will not pay for taxi services on your behalf.
At what time can we enter our villa on the day of arrival?
The official time for entry to your villa on the day of arrival is 4pm.
Should you arrive earlier there are plenty of bars/restaurants in the vicinity in which to purchase drinks/refreshments/snacks whilst you wait.
You could also spend the time stocking up on your food items as the local Supermarkets stay open until 9pm Monday to Saturday low to mid season and in high season they also open 10am to 2pm on Sundays. However it is advisable not to purchase any frozen, meat or perishable items in advance whilst waiting as they will either defrost of go off in the heat.
We ask that you remain patient all times as we will endeavour to get you to your villa as quickly as possible. However in peak season we will have several clients arriving on the same day and we will need to prioritise accordingly.
What time must I depart from my villa?
You must leave the villa by 10am on the day of departure. Unfortunately we cannot extend the departure time as we have strict cleaning and preparation procedures to adhere to before the next guest(s) arrives.
How do I get to my villa?
When you have made final payment, you will be sent your final confirmation letter which includes directions to your meeting place where you will be met by your Premier Representative who will personally take you to your villa, give you a set of keys, show you around and answer any questions you may have.
What is the size of the pool?
Most pools at our private villas are approximately 8x4 metres, however some are larger. Please check at the time of booking if this is important to you.
What do I do if I have a medical emergency whilst in Spain?
Travellers to Spain, from Europe, need a European Health Insurance Card (EHIC) before they travel. This gives the holder rights to healthcare that becomes necessary during a temporary visit to EEA (European Economic Area) countries or Switzerland.
The EHIC replaced the E111 form in January 2006. The E111 form is no longer valid.
Whilst on holiday, if an emergency arises, please contact the office or your personal representative (details will be in your villa) and we will advise where the nearest medical centre is located.
What are the passport and driving licence requirements abroad?
All passengers must carry a valid 10 year passport with at least 6 months left before the expiry date. Standard UK driving licences are fine. You do not have to have the new type with photo ID. Visas may be required by certain passengers who do not carry a UK passport. Please refer to the passport office for correct information.
What facilities will be at the villa?
All of our villas will contain items essential to you for your holiday. If you have any specific requests, please ask in advance if these facilities are available at your chosen villa. As previously outlined the villa´s are furnished to the owner´s individual tastes and we cannot guarantee that lounge furniture, sun beds or dining table space will be sufficient for ALL guests to sit or lay at exactly the same time.
When will I get my directions and other information?
These will be sent by email once final payment has been received. We will provide you with directions from both Alicante and Valencia Airports to your allocated meeting place. You will also be given the name and mobile number of the Premier Representative who will meet you.
What about local information?
Each villa contains a comprehensive folder containing information on the local area, places to visit, local fiestas, restaurants etc enabling you to get the most out of your visit.
Do I need insurance?
All clients are required to have travel insurance.
Can I hire any items for my baby?
Yes. If you require a cot or highchair, please request it at the time of booking in order that we can ensure it is at the property for your arrival. A supplementary charge will be added to your final payment. If you have any special requirements, please let us know. Please note that for hygiene reasons they are supplied without cot linen, which you should bring with you.
Will you visit me on holiday?
You have chosen a private holiday and we intend to respect your privacy. Upon arrival at the villa your Premier Representative will go through a comprehensive Checklist and show you were everything is and leave instructions where necessary as to how certain facilities work. This eliminates any unnecessary call outs or disruptions to your holiday. However the villa will be visited weekly by our pool cleaner and for those staying for 10 days or more the cleaning team. In addition to which for larger villas a gardener may need access to maintain the gardens and check the irrigation system. You will be made aware when the pool clean and mid clean (if applicable) takes place and you do not have to be present at the villa. Also if the gardener needs access you will be informed.
If you have any questions that we have not answered, please call or email the office.
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