Help

Below is a list of our most frequently asked questions.

Q: What time can we arrive at our villa?

A: The accommodation will be available from 17:00 hours on the day of arrival unless otherwise agreed. The accommodation should be vacated at 10:00 hours on the day of departure unless otherwise agreed. It is vital that we are sent details of arrival and departure times in order to facilitate the smooth organisation of your booking.

Q: How do I get my damage deposit back?

A: You will be required to lodge a refundable deposit, as indicated in the reservation contract by bank transfer prior to arrival. The deposit will be returned within 72 hours of departure, providing that the property is left in the same condition as it was when you arrived and that there are no breakages. A representative of Platinum Villas/the rental property will be present on arrival and departure and you will be required to check the property along with them to verify the condition and contents. Once the check-in is completed, the rental client will be held responsible for any damages that occur from that point onwards.

Q: What if I need to change dates or make modifications to my booking?

A: Modifications to the booking contract, and exceptions to the present general conditions of the reservation, will only take effect with the written agreement between the client and Platinum Villas Global Ltd. If any such modifications result in an increase or decrease in the cost of the rental, both parties will be required to agree in writing to a modification in the rental price.

Q: What happens if we are unable to travel due to Covid-19?

A: Should the client’s national government impose travel restrictions, or the borders of the country your villa is located in are closed to tourists, the owner agrees to postpone the dates (subject to availability) to a suitable time in the future. The rearranged dates may also be subject to a price change should the dates chosen be in a different price range (period of the season). Please note that PCR testing, vaccinations, and quarantine do not qualify as travel restrictions.