Frequently Asked Questions
We've put together a list of the most frequently asked questions along with their answers - we hope you find this useful.
If you can't find the answer to your question within this page, please don't hesitate to get in touch - full details are at the bottom of this page or you may use the contact us page.
Is the price quoted for the whole property or per person and is there anything extra to pay?
The prices quoted are for the whole property NOT per person. There is nothing extra to pay (except for flights & A.D.W. - see T & C). The price includes linen, towels, water, electricity, a/c, heating, weekly maid service, any local taxes etc.
What are your Check in / Check out times?
Your accommodation is available after 3pm on day of arrival and must be vacated by 10am on day of departure. The maid, gardener, pool man need this time to prepare the accommodation properly for incoming guests. Although you are not required to vacate your property before 10am please be aware that staff may arrive before this time.
Which is the nearest airport?
The nearest airport is Malaga which is just 50 minutes away. You can fly into Gibraltar (45 mins) but you then have the hassle of crossing the border. If you are flying into Madrid the drive is about 600 km - it is mostly motorway and takes approx. 5 hours by car.
Which currencies do you accept and is a personal cheque ok?
Sorry but we don't accept payment by cheque ... payment can be made by credit card, debit card or bank transfer.
Do you accept Credit & Debit Cards?
We accept all major cards except American Express, Diners & Laser. All card transaction are billed in GBP and converted to your local currency by the card issuer at their prevailing rate. Please note that there is no transaction surcharge for paying with a debit or a credit card.
Are the villas suitable for children?
Yes they are - some more so than others. If you are concerned, just call us or send an email and we will give you an individual and honest opinion on your requirements.
Tips on the “new normal” in Spain
Everything has now re-opened on the Costa del Sol from the Mijas Aqua Park to the bars and restaurants, and life has returned to a sense of normality. The “new normal” in Spain is very similar to the old normal, but with some small adjustments of wearing face masks where required and more hand washing. Here are some tips (but please bear in mind these are subject to change):
- You should carry a face mask (ie. a basic face covering of the mouth and nose) and use them in public spaces if you are aged 6 and above (there are exemptions for those with health conditions and disabilities). In practice, face masks are worn in shops/ supermarkets and on the streets, but not on the beaches or in restaurants/ bars. Some shops may also provide hand sanitiser and/or gloves. If you need to buy a face mask during your stay they are widely available, the price of a basic mask is capped at below €1 in pharmacies.
- You may be asked by your airline, or at the airport, to provide an address where you are staying in Spain, you will find it on the directions that are emailed to you/ on your account.
- To ensure the highest safety and avoid overcrowding the local area has hired additional lifeguards and beach monitors this summer as well as using drones to control the capacity of the beaches. You can view the live capacity of all beaches from Marbella to Malaga here https://aforocostadelsol.es/aforo/es/. Alternatively download the app Costasoleando.
- At properties with communal/ shared pools hand sanitiser will be provided for you to use as you enter the pool area and please use a towel on sun beds if they are provided. There will be guidelines on maximum occupancy around the pool area which will be clearly signposted. For most properties the maximum occupancy is higher than the peak amounts of people normally expected around the pool and therefore is unlikely to affect your use, but please be aware of them.
Cleaning of the Properties
Thorougher cleaning of the properties between guests is always important but we want to reassure you we are taking extra measures in light of the coronavirus. As well as adhering to local guidance on the cleaning of holiday accommodation before your arrival the property will be cleaned and disinfected with anti-bacterial and anti-viral cleaning products. Bleach of the correct percentage and alcohol will be used, air-conditioning filters will be treated with antibacterial and anti-viral sprays after every change of guests, and all laundry (sheets, towels, tea towels etc..) will be cleaned at 60-90 degrees. Further special attention will be given to disinfecting high-touch, non-porous objects like remote controls, toilet seats and handles, door handles and taps, night stands, light switches and more.
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.
Weekly maid service
If you are staying for up to 10 nights the maid service will be on your day of arrival and day of departure only. Most houses do though have washing machines or, should you wish, additional cleaning & laundry can usually be arranged at an additional charge. If you have booked accommodation for 11 nights or more you will also have a mid stay sheet/towel change and clean.
Do you supply a Welcome Pack
We regret that we can no longer supply Welcome Packs. You can though easily purchase from petrol stations (which most are open 7 days a week and long hours) the basics i.e. bread, milk, butter, water, tea bags, coffee, sugar, biscuits etc.
In each property you should find in a kitchen cupboard salt, pepper, flour, oil, vinegar, herbs, spices, stock cubes, selection of sauces etc - if you finish something that is in the cupboard we request that you please replace it ... it isn't the cost but convenience for the next guests.
Do you supply bed linen & towels?
All bed linen & towels are supplied except for pool towels unless stated in the "Rental Terms" - the Rental Terms for each villa can be found below the prices.
Do I need to bring a Hair Dryer, Iron etc?
Expect to find what you have at home - all houses have hair dryers, irons, ironing boards etc. Most also have washing machines, dishwashers & some tumble driers.
Is there a telephone?
Sorry but no - if you have a mobile and you want to keep in touch with home bring it with you - all work very well in Spain. Note: North American visitors will require a tri-band phone.
How can I connect to the Internet?
Most of our properties now have a WiFi Internet connection (please bring your own device). Many do though charge a fee to be connected to the Internet (PAYG) as an Internet connection in Spain is still very expensive ... (to give you an idea I personally pay over 700 euros a year for a very modest 10 meg connection which in reality is usually less than 5meg!) When you log on the PAYG fee is paid direct to Internet service provider and neither ourselves nor the owner of the property is paid a commission. The fee usually covers multiple devices, so generally you do not have to pay the fee for each device connected.
Can the changeover day be varied?
We can now offer any changeover day at most of our Estepona properties and any duration (minimum 4 nights) ... to work out the price simply pro-rata the weekly rate .... for less than 7 nights we bill 1 extra night to cover the overheads ... i.e. 4 nights are charged as 5 nights, 5 nights charged as 6 nights and so forth. For 7 nights and over we charge just for the actual number of nights booked.
Are the properties heated in the winter?
All properties have winter heating, those properties that have air-conditioning units also give heat in the winter. In some properties there is also calor (butane) gas heaters, oil filled radiators and/or log fires. Logs for fireplaces may be purchased locally at an extra cost (where applicable).
Full air conditioning means all the bedrooms and the living areas unless stipulated otherwise, it does not mean that the system is on 24 hours a day. We accept no responsibility for the breakdown of these units under any circumstances although we will always endeavour to rectify the matter as soon as possible.
What TV channels can I receive?
The Costa del Sol unfortunately can no longer receive UK/SKY satellite 'Free to View' channels, i.e. BBC, ITV, Ch4, Ch5 etc. These channels are now on a new satellite that has a tight 'spot beam' centred on the UK. Our properties have a variety of satellite TV receivers:
SKY TV (No Card): there is no decoder card in these receivers so the choice of channels is very limited (SKY news + a few others) ... Your UK SKY card will NOT work in these boxes.
SKY TV (Entertainment/Family Pack): A SKY decoder card is supplied - you will receive all the SKY channels that are normally in the 'Entertainment/Family Pack' (but not BBC, ITV, Ch4, Ch5 etc channels).
SKY TV (Movies & Sports): A SKY decoder card is supplied that also includes the movies and sports pack - you will receive all the SKY channels including Movies and Sports (but not BBC, ITV, Ch4, Ch5 etc channels).
Re-Broadcast TV: Only a few properties have this system as it relies on a 'line of sight' to a local transmitter. You will receive BBC, ITV, Ch4, Ch5 & approx. 20 other UK channels + Scandinavian and Russian TV.
BritPack Satellite System: Only a few properties have this system to receive basic UK channels. You will receive BBC1, BBC2, ITV1, CH4, CH5 also BBC3/4 BBC News 24, CBBC, CBeebies, BBC Radio stations and all BBC regional channels. All BritPack Freesat HD channels are in high definition.
IPTV: Internet Protocol TV - TV via the Internet. You will receive BBC, ITV, Ch4, Ch5 & many other UK channels + on most systems Danish, Finish, Norwegian, Russian and Swedish channels. The quality of reception depends on the Internet connection in the property, unfortunately unlike the UK, connection and bandwidth might be poor so you may well have periods were the reception is broken up and poor.
SKY NOW TV - IPTV: Internet Protocol TV - TV via the Internet with a NowTV Box. You will receive approx. 10 SKY channels including Sky 1, Sky Living, Atlantic, MTV, Discovery, Disney, Sky News + Catch Up TV (BBC I-Player, 4 On Demand, Demand 5). The quality of reception depends on the Internet connection in the property, unfortunately unlike the UK, connection and bandwidth might be poor so you may well have periods were the reception is broken up and poor.
ASTRA TV: receives mainly continental channels and a limited selection of English speaking channels.
CANAL TV: a Spanish satellite TV receiver which also has a limited selection of English channels + the ability on some channels to change the language into English.
TV & DVD PLAYER: When we state this there is a TV but it doesn't receive any channels, it is only for use with the DVD player - please bring a selection of your favourites.
The South of Spain is a fringe reception area for UK satellite television and reception may be affected by atmospheric conditions from time to time which is beyond our control. We regret that we cannot be held responsible for any changes in transmission by the satellite companies leading to the loss of a signal/ channel reception.
Another solution to accessing UK TV in Spain is to use your tablet or laptop with a Smart DNS (Google it) ... try SmartyDNS which gives access to all Catch Up TV, Netflix etc. You can try before you buy, and then if you want to purchase the cost per month is very small.
Are pools in commission all year & are they heated?
Most are maintained and in commission all year round (a few are in use from Easter to the end of October). Some guests do swim in the winter months even though the water does tend to be on the cold side from November through to the end of March. Sometimes pool equipment breaks or needs maintenance. We cannot be held responsible if a pool is not in commission due to circumstances beyond our control though every effort will be made to solve any problem as quickly as possible. A few pools are heated by 'heat exchangers'', we endeavour to maintain approx. 26 - 28 deg C; when not in use please use the pool covers supplied otherwise the pool temperature will drop considerably. Also please note that if the ambient air temperature drops below 8 or 9 deg C (which can happen at night time in the winter months) as a safety feature the heat exchangers automatically shut down to prevent damage and it will then become impossible to heat the pool until the weather improves.
Are inflatables allowed in pools
Yes in all private pools but unfortunately inflatables are not allowed in communal pools except for life preservers or teaching aids.
Do the Apartments you let have Community Rules
Yes they do - all properties with shared facilities will have rules that you will be expected to abide to. They are in place to ensure everyones enjoyment and safety ... they usually cover such things as no ball games, inflatables not permitted in the pool etc. Most of it is just common sense and being courteous to other residents & visitors.
Is there a discount for longer lets?
For stays of 4 weeks or longer in the winter you can always ask!
Will I have a local contact?
Yes, you will be provided with the name and local phone number of our representative who you can call if you have any unforeseen problems or if you require advice on anything.
Can you organise flights?
Sorry, but no. If you are in the UK please see our recommendations on our 'Travel' page.