Some Frequently Asked Questions |
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When will I receive Arrival Instructions?All Arrival Information will be sent to you by email approximately 10 days before you are due to arrive. You should make sure that we have your correct email address at all times - unless we are informed otherwise, all documentation will be sent to the email address you gave us on your original Booking Form. The Arrival Information will include details of how to find your property, along with the telephone numbers to be used if you have a problem whilst you are staying with us. Top> What time can I enter my Villa or Apartment?You should expect to be able to enter your property at 1400 hours. If the villa is larger than 4 bedrooms then this time will be 1600 hours. At our resorts such as 'Fairways', 'MQ Club' and 'Rocha Brava' the arrival time is advised separately and you should refer to the website for this information. Departure from the property is at 1000 hours unless we have agreed to an extension. In reality we will always do our best to get you in to your property as early as possible - even if that means using only certain rooms whilst the maids complete their work. Top>
Are we members of ABTA & ATOL?
Truly® algarve is currently in the process of joining ABTA, and membership is expected in 2010. ABTA is a profit making association which 'Travel Package Holiday Companies' (ie: companies offering a combination of services such as accommodation and flights) are required by law to be members of. Accommodation only suppliers, such as Truly® algarve, are not required to be members of ABTA, but may join if they wish. However, Truly® algarve provides its customers with financial protection in association with the IGI Insurance - and this provides our customers with financial protection in the event of the insolvency of Truly® algarve. click here> to find out more. An ATOL is a license number held by companies which offer to supply flights. Truly® algarve has many years experience in offering its accommodation - and only its accommodation - to its customers. We advise all clients to book their flights directly with their chosen airline. Top> Will you send me my Account Statements, Arrival Instructions, & other documentation by post?Yes & No. You will be sent by post your Account Statement. This document is sent after your deposit payment has been received and details the payments you still need to make, and the dates upon which they must be made. All other documentation (ie: receipt of deposit payment; arrival instructions) will be sent by email unless you specifically request it is sent in another format. Top> Are Towels & Linen provided?Yes, all of our properties are fully equipped with towels & linen which will be changed during your stay. We do not provide beach towels, or any towel that you may wish to use outside of the property (around the pool for example) and you must bring these with you. If you use one of the towels provided by use outside of the property you may be charged an additional amount for professional laundering. We do not normally provide linen for cots, but we will do so upon request. Top> Can we arrange car hire & airport transfers?Yes we can. The grey menu bar at the top of every webpage has an option for 'car hire' and if you click on the Link to 'Vehicle Info' you will be able to view the type of vehicles we are able to pre-book for you, and the prices. We can also arrange transfers to and from Faro Airport, and if you would like a fixed quotation for these please email admin@villa-in-algarve.co.uk> quoting your Booking Reference Number. Please remember that we will need your full flight details, and re-confirmation of the number of adults and children in your party. Top> When will my Security Deposit be returned, and how?If you have paid your Security Deposit prior to your departure to the Algarve then this will be returned to you within 14 days after you depart the Algarve. The payment is normally made by cheque, but you can request that it is returned to you as a BACS transfer if you have a UK bank account. You should contact accounts@villa-in-algarve.co.uk, quoting your Booking Reference Number, if you wish the return to be made by bank transfer. Top> Will my Villa or Apartment have an iron & board?Yes, normally there will be an iron & board in all Villas. For Apartments please email us to confirm this availability. In your Villa, if there is not, then please call the property Manager whose details you will have been given in your 'Arrival Instructions' document - they will be happy to supply one. Top>
Does my property have maid service?Yes. You should refer to the web page of the property you have reserved for specific information on the number of visits per week your maid will make. Please note that the maid is there for general cleaning only, and will not wash up after you or launder your cloths unless you make a special arrangement in advance. Top> Is a 'Welcome Pack' provided?Unless otherwise stated on the property description pages, we do not provide as standard a 'Welcome Pack' but if you would like some basic provisions available when you arrive please email admin@villa-in-algarve.co.uk>. Please quote your Booking Reference Number and include a small shopping list. We will then do our best to make sure the items are available when you arrive, and you will be able to pay our local representative when they call to meet with you. Top> Are cots & high chairs available?Yes, in most villas we can supply cots and high chairs for a small additional charge to cover the extra maid service, transportation, and maintenance. You should check before making your reservation that the property you have in mind is suitable for infants and the supply of a cot. Top>
Am I financially protected when I book with Truly algarve?Yes. In accordance with "The Package Travel, Package Holidays and Package Tours Regulations 1992" all passengers booking with Truly Ltd are fully protected for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Truly Ltd. There is no requirement for Financial Protection of day trips, and none is provided. A certificate detailing this cover will be given to the lead name on the ‘Booking’ as evidence of cover. Please ensure that you have been given the appropriate certificate at the time of booking. This Insurance has been arranged by IGI Insurance Ltd and underwritten by Insurers who are members of the Association of British Insurers. Top>
Will we have Sky television?When a villa or apartment is described as having satellite television this may provided by one of several systems, and will not necessarily be UK Sky TV (which is not provided by BskyB outside of the UK and Ireland). There are several satellite systems available in Portugal, and these include cabovisao (cable TV), free-to-air satellite systems, Eurtelsat, and Sky. Most systems, but not all, will receive several BBC channels, CNN News, Eurosport, and several childrens channels and programs. Some of our villas will have a Sky TV subscription but it is not possible to guarantee that this will be available, nor to guarantee which channels will be included in the subscription. Satellite television is provided free of charge whilst staying at our villas and apartments and should not be considered an integral part of your holiday. An increasing number of properties will have DVD players, and if you enquire in advance of your vacation we can confirm this to be the case, or offer rental of a DVD player at a small additional cost. Top>
Will we have internet access?Not necessarily. An increasing number of our properties do have internet access available, and there will be a supplement charge to pay for this service if it is available. If you enquire in advance about the availability of internet access then we may be able to provide you with a portable modem for use whilst staying at your property. Please note that there is an additional charge for this service, and the availability of these devices is limited, so we can only provide them on a 'first come first served' basis. Top>
Will you hold my personal details on file?
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide (such as name, address, telephone numbers, and any special needs/dietary requirements etc). We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as transport companies, Property Managers, etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. We will not pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. If we are unable to share this information with our suppliers we cannot provide your booking. In making this booking, and by returning your Booking Form and payment, you consent to this information being passed on to the relevant persons.
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