FREQUENTLY ASKED QUESTIONS

Here to Help

Our service is clear; our clients come first. We strive to provide the best possible service.

We have prepared a list of standard questions, hoping to help solve your doubts.

What is DUVE and why am I getting this email?

DUVE Guest App is a fantastic Web App for you to take with you on holidays. It will tell you how to get to your villa, where to collect your key, wifi codes, our does and donts and a lot of carfully selected information to make sure you have everything you need during your stay with us.

Can I get an early check-in and /or a late check-out?

Both an early check-in and late check-out are totally free of charge but arranging this will depend on whether there are other guests checking out on the morning of your arrival or checking-in the same day you leave. Please let us know your estimated arrival and departure time, and the week before your arrival we will let you know if this is possible. Should it not be possible, we offer storage at our office where you would be able to leave your luggage upon your arrival/departure.

My flight is arriving late at night, how can I enter the villa?

We will send you an email with the possebility to download our Guest APP, RENTALNINJA. With this App you will have access to all thi information on how to get to the villa and where to find the keys.  There will be a safebox located right outside the villa, so you can enter at any time. Please leave the key in the same place when you leave the villa on your departure day.

Do I have to clean the swimming pool?

Our maintenance personnel will visit your villa once or twice a week. You will be informed during check in on the pool cleaning and garden maintenance visiting days.

Is airport transfer included or offered?

Airport transfers are not included but can be organized by us. We offer economical as well as high end vehicles to and from the airport.

Do you provide a welcome pack?

Yes, we do provide a welcome pack mainly thinking on those of you who might arrive late.
Expect some fruit, milk, water, juice, loaf of bread, coffee, tea, jam, nesquick and olives, as well as some cooking basics like oil, vinegar, pepper and salt.
Our partner LanzaLux provides a service to fully stock your villa prior to arrival. Please contact them directly for this service.

Will I get a cleaning service with the villa?

The villa will be fully cleaned upon your arrival and just as you leave. For reservations of more than 7 nights we provide a free midweek cleaning halfway during your stay where we will change your towels, bedding and clean the bathrooms and kitchen.
Some of our Luxury villas include a cleaning service more often. Please consult your Guest App for information on your particular villa.

Do you provide a cot and high chair?

Yes, should you request it we can provide a cot with all the bedding, as well as a high chair for your baby.
We can also provide a baby bath, changingtable and anything you can think of that makes your stay with us easier. All villas have a blender on the kitchen so you can prepare the food for your baby.

Do you provide towels and bedding?

Yes, we do provide both towels for the pool and bathroom, as well as all the necessary bedding.

OUR VILLAS

How do I know which villa to book?

At BuenaVilla we offer something for everyone. You can browse through our villas by catagory or different characteristics.

The easiest way to find the perfect villa is to let our villa specialist know every single detail that we need to know about the configuration of your group and your plans when you are at the villa or in the destination. Then once we know what you need, we will help you find that perfect villa that will match according to your requirements.

Do the villas have hairdryer/Smart TV/soundsystem/etc?

You can check what is provided in each house on the profile page of each villa. In any case, should you have any doubts you can always drop us a line.

I have small children, are the villas safe for them?

We offer villas that are fully suitable for children. Just have a look at our Family Friendly selection. Over the past years, we’ve had kids of all ages in our villas with no problem whatsoever. Amongs many extras, we can even provide a security gate for the stairs should you feel safer that way.

Do you have any villas that are disabled friendly?

In our selection of villas we do have some suitable options for people with disabilities. Please contact us for further information.

Do the villas have Airconditioning? Can it heat too?

Most of our villas provide modern airconditioning units which often also heat. Please look at the amenities page of the individual villas to see if it is included. We provide small heaters free of charge on the colder nights during the year. (on request)

THE BOOKING PROCESS

Why does the price range vary?

Our prices depend on the season during your travel period (if it’s low, high, or peak season). Another factor that the price would vary can be based on the number of guests and the number of days or weeks you want to stay at the villa.

Is it safe to book online?

It is totally safe to book online through our web, as all the booking process, provided by our partner BookingSync, is protected by https technology and tokenization, and the payment gateway is provided by Stripe, the leading virtual payment gateway provider. In any case, should you feel more comfortable booking over the phone, don’t hesitate to call us.

Do I have to pay you in advance if I book through your website?

Due to the characteristics of Lanzarote as a destination and the difficulty to re-sell the availability should you cancel on the last minute, in order to confirm your booking we always take a deposit of 30% of the total of your reservation. This will happen regardless of whether you book on our website or with third-party platforms like Booking.com (some platforms like Airbnb might even take 100% at the time of booking). This deposit will be immediately refunded should you cancel more than 30 days before your arrival day. The 70% outstanding will have to be paid at least the day before your arrival.

What information do you need from me to make a reservation?

We require your name, email address, home address and telephone number.  We will do the rest!

Do I need to pay a Security/Damage Deposit?

It is standard procedure to pay a damage deposit with your reservation for the accommodation. Should any damage be discovered on your departure we will contact you in the first instance. We are not looking for wear and tear. The deposit will be returned to you two days after departure.

How do I check in?

Our villas are auto-check in which means the key will be in a safebox at the entrance. You will receive the instructions via our Guest App.

In order to oblige with the Spanish Law, there will be a team member visiting you on arrival or shortly after for an official check in. At that moment you will be asked to present your passports so we can take note of the details. The confidentiality of the personal data is guaranteed through procedures, controls, technologies and audits in order to maintain them secure and protected from any harm, loss, alteration or unauthorized usage.

Is it possible to pay with PayPal or Bank Transfer?

Yes, if you have any other payment preference such as PayPal or by Bank-Transfer, we can also process your reservation. In this case you can contact us directly in order to firm your booking with us.

Still have questions? Please contact us!

Contact