Renters FAQ

The top questions we are always asked (and are happy to answer!)

Before your stay:

How do I search for a villa?

Use the search engine on our home page to find all available villas for the arrival and departure dates that you require. You can also refine your search by: location, number of bedrooms, number of guests, air conditioning, and distance to the beach.

What is the nearest airport?
The nearest airport for all Cuban properties is Havana Jose Marti International Airport.

In Dominican Republic PuertoPlata (POP) is a 15 min drive, Santiago (STI) is 1h 15 min, and Santo Domingo (SDQ) at 2 hours.

Which currencies do you accept?
Payment is to be made in Euros. Local currency in Cuba is the CUC, and in Dominican Republic has the Peso. There are numerous and easily accessible currency exchange facilities on both islands although in Cuba, the USD is by far the most recognised foreign currency and many shops and services accept payment in USD.

Do you accept credit & debit cards?
We accept Visa and MasterCard. Please note that there is a 2% payment processing charge on all payments.

Are the villas suitable for children?
Yes they are – some more so than others. If you are concerned, please call or e-mail us and we will give you an individual and honest opinion regarding your requirements.

Are your villas equipped for disabled travellers
We are not a specialist provider of accommodation for the disabled. Many properties are not equipped to cater for the needs of disabled guests and this may cause problems for wheelchair users. It is therefore essential that before booking you inform us of any special requirements so that we can advise you of the most suitable property for your needs.

Is there cleaning service?
Yes. In most villas and apartments there is a daily cleaning service for which the price is included in your reservation charges. A daily breakfast and/or meal service is also available upon request.

Do I need to bring a hair dryer, iron, etc.?
Most properties have hair dryers, irons and washing machines but for a minimal charge the villa/apartment staff with take care of your washing and ironing needs.

Is there a telephone?
In some villas, there may be a landline; however, we advise you to bring your mobile phone and buy a local SIM card upon arrival.

How can I connect to the Internet?

Dominican Republic properties are equipped with WIFI but the number of devices that can connect at one time is limited and stated in each property description.

Cuba is slowing improving their internet services but for the moment we cannot offer an internet connection; however there are many areas/streets/cafes that offer WIFI service.

Is there a set changeover day?
No, check-in and check-out can be on any day; however the minimum stay is two nights.

Is air conditioning available in the villas?
95% of our properties have air conditioning. This will be noted on the property description.

What TV channels can I receive?
Unless otherwise stated, the villas and apartments in Cuba are equipped with basic local television (approx. 5 channels). Many of our Dominican Republic villas have satellite with Caribbean and US channels.

Are pools in commission all year & are they heated?
All swimming pools are maintained and in operation year round. Sometimes pool equipment breaks or requires maintenance. We cannot be held responsible if a pool is not in operation due to circumstances beyond our control though every effort will be made to solve any problem as quickly as possible. Pool heating is not required as the water stays at a very agreeable temperature throughout the year.

Is there a discount for longer lets?
For stays of 4 weeks or longer, you can always ask!

Can you organise flights?
We can’t organise flights or private car rentals at this time due to government regulations; however we do offer car with chauffeur services which is our recommended choice of transportation on the Islands. Please see our Extra Services page for more information.

Can I bring my pet?
We have plenty of villas that accept well-behaved pets. Please ask us for suitable villas if you are planning on bringing your pet.

Can I have the exact address of a villa to look up the villa via Google?
On our website you will find a map where you can see the area where the villa is situated. Please contact the reservations team if you require a more exact address.

Are we allowed to come with more people than stated as the maximum on the website?
Each villa on our website is available for a certain number of people. In case your group exceeds the number of people allowed in the villa, please contact our reservations personnel and they will do their best to find a solution for you.

How can I make an option on a villa?
Due to limited accommodation, availability goes fast. You can make an option for a villa for a maximum of 24 hours. After 24 hours, the option will be cancelled and you will not be able to make the reservation online. For options, please contact our reservations personnel.

How much does the cleaning cost?
The cleaning is a mandatory service that is charged upon your booking. The costs are specific to your villa of choice and are listed on the villa’s webpage.

Do you offer any additional services?
We offer our clients extra services at extra costs. Some of these services are: hiring a private chef, childminders, car and chauffeur service, tour guides, etc. For prices and more options, please contact our reservations personnel or visit our services page.

If the villa has a pool, is the cleaning included?
The pools are cleaned frequently and there is no extra charge for this. Pool maintenance personnel have their own key to access the garden and pool area. Pool engines have a timer and normally are set to work during night time. In case of storms, leaves can fall into the swimming pool and for this most of the villas have a net that you can use. To keep the pools clean, please take a shower before diving in as skin creams and oils can make the water milky.

What about bed linens and towels?
Bed linen and towels are included in the price in all villas.

During your stay:

At what time can I check in / check out?
Your accommodation is available after 14h on the day of your arrival and must be vacated by 12h on your day of departure. The cleaning staff, gardener, and pool maintenance staff need this time to prepare the accommodation properly for incoming guests.

For Dominican Republic, check-ins after 6pm will require to leave a valid passport with the security employee at the entrance until our administrative staff arrives at the office the next morning.

What documents should I bring at check in?
Once your reservation is confirmed, you will receive the address and check-in instructions by e-mail. Our local offices handle all your needs while there.

Will somebody take us to the villa?
There are two options: We can arrange transportation with our chauffeur service to pick you up from the airport and take you to your villa (please see more information on our services page) or if you have a vehicle, we can meet you at your villa for your check-in.

In case of any problems who should I contact?
Upon final payment you will receive all necessary documents and procedures which are important during your stay in the villa. You will also get a list with telephone numbers: local office numbers and emergency telephone numbers. Our on-site representative is available and at your service 24 hours per day.

Can I drink the water?
We do not recommend that you drink the water. It is best to purchase bottled water.

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