Important information about your booking

• Prices include:
  • Air conditioning. (However, we ask you to please switch this off when you are not in the house and don't leave windows open when aircon is on!)
  • All linen & towels except for beach and pool towels. On arrival your villa will have been freshly cleaned and a set of linen/towels provided, with a change mid-week. If you are staying more than 1 week you will receive a twice-weekly change.
• An optional 'welcome pack' can be ordered. This consists of basic items to get you started: toilet rolls, water, orange juice, milk, 6 teabags, 6 coffee sachets, packs of sugar, packet biscuits. Price is £10 payable at the time of booking.
• All villas are 4-bedroomed and have 2 bath/shower rooms. Equipment includes: hairdryer, fridge-freezer, full cooker/oven, washing machine, kettle, toaster, ironing board, iron. Note: there are no dishwashers.
• We can provide high chairs free of charge, but cots with linen are £10 extra per week. Cot linen consists of single sheets, folded for parents to arrange themselves due to insurance requirements. Note: cots and high chairs are bought locally and they may not be of the same standard you would expect to find in the UK.
• Your villa will be booked for you from 4pm on the day of arrival until 10am on the day of departure. If you have awkward flight times we will always try to accommodate you but please note that this is at the discretion of our local managers who have other villas to prepare for incoming guests.
• Contacts In Crete: Each villa contains a detailed villa information manual with suggestions about places to visit and a list of emergency contact numbers for police, fire, ambulance, consulate etc.
• When you have paid the final balance we will send you detailed directions to your villa. These will also contain the telephone number for our local managers who will be on hand to provide help and advice as well as servicing your villa for cleaning and pool maintenance
• PLEASE BRING A MOBILE PHONE so you can easily contact our local managers if you have a problem. There is good mobile reception at our villas.

Keys: Detailed directions and information about where to find the keys will be sent to you once you have paid your final balance.

Pool and garden maintenance: Pools need to be cleaned on a regular basis in order to maintain hygiene. Our pool engineers will normally call at your villa several times during your stay in order to check and clean the pool. This is necessary maintenance work and we ask you to be accommodating. Similarly the gardens have to be maintained and the gardeners may visit the villa during your stay.

Building Works and construction noise: Western Crete has become very popular with Northern Europeans building villas for permanent residence or for a second home. This has led to a boom in construction. The land surrounding ours is mostly quiet olive groves and we are not aware of any building works in the immediate area. However, we have no contol over this outside area and we cannot be held responsible for any building work that may commence in the future.

Power cuts and interruption of electric supply: these are common in Crete but they usually last for only a few minutes at a time. It is normal for the electric company to cut power during a storm, for example. Our villas are equipped with emergency lighting in the living room and upstairs hall, but you may find it useful to bring a torch.

Water supply and water saving: Water is often rationed and available direct from the mains supply only at night. So for your convenience each villa is equipped with 6,000 litre water tanks (topped up automatically overnight). This is a much larger capacity than most villas in the area. However, you should still try to conserve water wherever possible.

Complaints: If you have a complaint please notify the local property manager straight away so that they can work to rectify the problem. - in nearly all cases any problems can be fixed on the spot. From time-to-time appliances do fail and where it cannot be fixed straight away, an engineer will be called out the same day if possible.

Damage to property we accept that crockery/glasses will occasionally be broken. However we do expect that you will treat our villas and contents with due care and attention. Any damage that is not due to normal 'wear and tear' will be assessed by our managers and we will deduct the appropriate amount from your credit/charge card after discussion with you.

On departure, we expect you to follow a certain minimum standard of cleanliness and tidiness. At the minimum we expect:

• Food removed from fridges/cupboards & kitchen worksurfaces wiped down
• No washing up to be left! Plates/pans etc to be cleaned, dried and put back in cupboards
• All rubbish bagged up and taken to the nearest municipal bin (there are no bin collections from houses in Crete).
• Floors swept
• Barbeque cleaned if you have used it
• Please DO NOT strip the beds, but all towels should be put in the bathrooms
• Windows and doors closed
• Airconditioning units turned off

  If this standard is not met, we reserve the right to debit your credit or charge card for the extra time necessary for cleaning etc.

Items left behind cannot be returned unless you pay for postage/carriage in advance and a minimum surcharge of £20 will be made. For valuable items that require insurance or bulky/heavy items, the full cost of postage, packing and insurance will be charged if more than £20.

Terms & Conditions of booking

1. Deposit (payable at the time of booking) is 25% of the total rental which, in the event of cancellation, is non-refundable. This deposit must be made by card (Mastercard, Visa, Switch etc). There is no surcharge for card payments.

2. Balance of the cost of your holiday is due on or before 2 calendar months before your arrival. We reserve the right to cancel any bookings where the balance has not been received by the due date.

3. The payment balance can be made by card, cheque or direct bank transfer. Details are sent with your confirmation correspondence.

4. Cancellation charges are:

• 4 - 8 weeks prior to arrival - 50% of total rental
• 2 - 4 weeks prior to arrival - 75% of total rental
• Less than 2 weeks prior to arrival - full rental.

5. We STRONGLY RECOMMEND that you take out comprehensive travel insurance as protection in case of cancellation and to cover you for medical/travel costs should the unforeseen happen.

6. We endeavour to avoid making changes to your confirmed booking but occasionally we may have to do so. We reserve the right to do this only if absolutely necessary. If we have to make a change to your booking, we will tell you as soon as possible and we will offer you an alternative of equal comfort or offer you a full refund.

7. We regret that we cannot accept responsibility for any diminished performance by us, our managers or other service supplier in the event of any event which could not have been foreseen including war or threat of war, riot, civil strife, terrorist activity, industrial disputes, disasters of any kind, adverse weather conditions, earthquake, fire and all other events outside our control.

8. We promise to provide your accommodation with all reasonable care. We do not accept responsibility if any death, injury, failure or deficiency arises through no fault of ours.

9. The promises we make about the accommodation are in accordance with the laws and regulations of Greece. In the event of any claim or complaint, the laws of Greece will be used as the basis for deciding whether the accommodation was properly provided. If the accommodation complied with the laws and regulations of Greece at the time, we will treat the accommodation as having been properly provided.

10. We reserve the right to alter the prices on our website at any time. However, the price you have contracted to pay is fixed in accordance with your confirmation letter.