Frequently Asked Questions

Does the website show all availability
Yes. Our website show live availability and is up to date with the best available price shown.
Can you hold a villa off sale?
No, sadly we can't hold "options" as the website is live.
Can I book by phone?
You will need to complete the booking pages online, but if you need help with the booking you can call us on 01727 836 686.
What financial protection does my holiday have?
Villa Plus is fully ATOL and ABTA bonded, meaning your money is 100% safe and you can book with confidence. For more information please visit
Can you give me availability on a villa and cost?
Up to date pricing can be found on our website. You do need to complete the booking pages online, but if you need help with the booking or costings you can call us on 01727 836 686.
Infants and new-borns - I have a baby on the way!
Congratulations! Infants should be added to the booking when they are born and have been named.
Child seats for Car Hire or Transfers - do I need to bring my own?
Most suppliers provide child seats; please check on the villa page under 'Car hire' and 'Transfers'
How much is the deposit on a holiday?
Deposits vary, all dependant on your requirements, once you find the deal to suit you, the deposit option will be clearly displayed.
Can I add Car Hire, or transfers after booking?
Of course! All optional extras can be added at a later date - subject to availability - but don't wait too long as the most popular car hire groups can sell out! Call our reservations team on 01727 836 686 to add car hire to your booking.
Can I add a welcome pack?
Yes, you can, either during the booking process or at a later stage. As long as we have reasonable notice we can normally add this to your booking up to 24hrs prior to departure.
What are the flight times and which airline we are flying with?
The full flight times are displayed during the booking process. The airline carrier will also be displayed.
We wish to go for 2 weeks but some of the party are only going for one week, what do we do?
You can submit a booking on our website for 2 weeks for all members of the party. At the payment stage, select 'Pay by Phone' option. Our Reservation team will then call you to confirm the booking. At this stage, we will be able to amend the booking to your specific requirements.
We would like to add additional persons or add additional flights to my booking.
Please call our reservation team on 01727 836 686 and we will be happy to arrange this for you. There may be an additional charge for this service.
How do I book a low deposit holiday?
Some airlines require full payment at the time of booking; however we may be able to help find an option which means you only have to pay a 10% deposit. Please call our reservations team for more information on 01727 836 686.
Will you take the balance automatically?
No, for security reasons we don't hold credit or debit card details. We'll remind you by email when the balance is due.
When is my balance due?
The balance for your holiday is due at least 12 weeks prior to departure.
Can I arrange a late checkout/early check-in?
Our check-out & check-in times are fixed. This is in order for us to prepare the villa for the next arrival. You are welcome to leave your baggage at the villa from 11am, but you will not be able to check in until 1pm. It is also possible that the cleaning team may be in the villa until 4pm. Whilst it is not possible to extend your check-out time, our in-resort team may be able to advise of a nearby location that you can safely store your baggage.
Can I have a Thursday to Thursday booking, instead of Friday to Friday?
Each villa has a fixed check-in day. These cannot be changed. However, different villas & resorts have varying check-in days. Please use our search function on our website to see the villas available.
How do I pay my balance?
The balance can be paid by using the link on your invoice, or by making payment over the phone. Please note that there is an extra charge of 0.5% for bookings made over the phone with credit cards.
Can you arrange assistance at the airport?
Yes, let us know your requirements and we will make the appropriate arrangements, such as wheelchair assistance, on your behalf. Please tick the relevant boxes during the booking process and we will contact you to discuss your needs.
Can I book a bicycle/surfboard/golf clubs or other special luggage on my flight?
Yes, this can be done directly with the airline.
Can I pre-book seats?
In most cases it is possible to pre-book your seats directly with the airline. However some flights supplied by Avro, Thomson and Thomas Cook may be operated by another airline. When this happens, it is not possible to pre-book your seats. In these circumstances, seats can be arranged at check-in at the airport instead. Avro, Thomson and Thomas Cook flights that have the following flight number prefix can be pre-booked. Thomson – TOM Thomas Cook –TCX, Avro – ZB. However, we cannot guarantee that seats can always be pre-booked with any airline. The option to book seats doesn’t form part of your Villa Plus holiday contract.
I have already submitted my passport information directly to the airline - do I still need to complete your link for the information?
If you have already submitted your passport details directly with the airline, there is no need to submit the details again on the link provided.
What is ADW for? Is it refundable?
The Accidental Damage Waiver (ADW) of £20 per bedroom, which is non- refundable, helps us to cover costs caused by accidental damage whilst protecting you from any further additional charges. Please refer to our booking conditions for more information. Alternatively, where appropriate, a refundable Security Deposit is taken, normally between £250.00 and £650.00 but this can be more, depending on the villa.
Why am I being charged a security deposit?
For single sex and/or young parties, a security deposit of £100.00 to £150.00 per person will be charged in place of the ADW. On selected villas, the ADW is NOT applicable and we have a Security Deposit of £250.00 to £650.00, which is payable with your holiday balance. All security deposits will be refunded within four weeks of your return date, less any deductions, if applicable.
We have a mobility disability and require special assistance; can we still book a Villa holiday?
Yes, simply advise us of your requirements and the suitability of a villa can be checked prior to booking.
Will you take my balance automatically?
We do not take balances automatically, your initial paperwork will advise you of your balance due date and provide a link as to where you can pay the balance. It is then down to you to make sure this balance is cleared on or prior to that date.
My names appear differently on my passport (this includes middle names, incorrect titles and hyphenated names). Is this important?
Don't worry names with apostrophes, hyphens, diacritics, titles and middle names are not required for your booking. It is however imperative that first and last names are spelt correctly and appear as they do on your passport.
Members of our travel party want to fly from different airports. Can this be booked through Villa Plus?
Yes. At the beginning of the booking process please select the airport where the majority of your party will be flying from. Once you have found the villa and gone through to the booking page you can then amend the flights. At this stage you are able to add a second or third flight option for any passengers who wish to travel from a different airport.
There are not enough beds shown for the maximum occupancy for the villa. Why is this?
The additional bed is a Z-bed, which we recommend to be used for children up to 12 years old.
I would like to stay in two different villas during my stay. How can I book this?
You can book a twin-centre holiday with Villa Plus. Please book the first villa for one week and then select the pay by phone option. Our reservations staff will then call you back during opening hours to confirm your booking so please request the additional villa then.
Do you accept 10 day bookings?
Unfortunately not. You can however book the villa for 14 nights and arrange for 10 night flights so you get your perfect duration.
I have been given the option to phone by phone only and cannot complete the booking online. Why is this?
There could be two reasons for this. Firstly, bookings with flights for 10 or more passengers are treated as a group booking by airlines. This means that we have to contact the airline to reconfirm prices and availability. Our reservation staff will call you back and confirm this information to you. Secondly, booking where a passenger requires special assistance will be contacted by phone to determine that the villa is suitable for your requirements.
What kind of travel documents will I receive if the airline ticketless?
Your documents will be emailed to you. You will receive:
  • Directions
  • Details of the villa key lockbox
  • Safe and alarm information
  • Taxi transfer voucher (if booked)
  • Car hire voucher(if booked)
  • Contact numbers for your representative.
  • For certain airlines an E Ticket will be posted. If the airline is ticketless this will be stated on your invoice together with the flight reference to quote at the check in desk.
When will I receive my travel documents?
Approximately 10-14 days prior to departure. Please keep an eye on your email inbox.
Will I receive anything by post?
Luggage labels will be sent by post, also if you have purchased insurance your insurance policy will be sent by post.
Do I need to check-in online?
Yes. Please see the ‘Additional Information For Clients' document which you will have received upon booking. We advise that you also print your boarding passes.
What is the baggage allowance?
Baggage allowance varies by airline, during your booking process you will be offered to add bags, the costs to do so and the weight allowance will be displayed. This information will also be on your invoice. Please be aware that all Thomson flights will automatically include 20kg per person in the price.
Will we be met at the airport?
I'm afraid we don't provide that service. However, you will have our representatives contact details on your documentation should you need any advice or assistance.
What time can I check in at the villa?
You can check in to the villa at 1pm, although it should be noted that the maids may still be cleaning should you arrive before 4pm.
How do I collect the keys to the villa?
The keys are in a lock box at the villa. The code and location of the box will be in the travel documents emailed approximately 10-14 days prior to departure.
Do you have staff in resort?
We do indeed; there are dedicated service centres at each of our destinations for round the clock support, meaning your villa representative is just a local phone call away. Any advice or assistance and visits can easily be arranged. Contact numbers will be in the travel documents emailed approximately 10-14 days prior to departure and in the villa manual.
Who do we call in an emergency when we are on our holiday?
There are dedicated service centres at each of our destinations for round the clock support, meaning your villa representative is just a local phone call away. Contact numbers will be in the travel documents (emailed approximately 10-14 days prior to departure). Don't forget to take your travel insurance policy details!
Can I arrange for groceries to be in my villa when I arrive?
Yes. Our starter Pack is designed to provide basic necessities, sufficient food and drink for a light snack and will be useful for when you arrive at the villa. The price includes delivery to the villa. Please call our reservations team on 01727 836686 to book.
API – Do you need my middle name? It states it ‘must match your passport exactly.
Middle names are not required. Only first and last names are required. They must however match your passport exactly. Hyphens are not required on documents.
What's the check-out time at the villa?
10am is the check-out time. We can provide a left luggage facility at a nearby location, please speak to the resort team about this on arrival or during your stay. We regret that we are unable to provide a late check-out option.
How do I get my child APD tax back after the change to the law?
It is great news for families! As of the 1st May the Air Passenger Duty (APD) for children under 12 is no longer required. Villa Plus will be liaising with all of the airlines we work with to get the appropriate refunds and any savings will, of course, be passed on to our customers as soon as possible. Different airlines will have different processes and may require proof of age, so we thank you for your patience.
Can I change the dates of my booking?
We will endeavour to meet your requests, however there are usually administrative costs associated with this. Amending within 12 weeks of the departure will be treated as a cancellation, please see our cancellation section of our Terms and Conditions.
I need to cancel my holiday what should I do?
We're sorry to hear that you're unable to travel as planned. Please email notification to
If I make a Villa only booking can I add flights at a later date?
Yes, we would be happy to change a villa only booking to a package holiday. A package holiday also gives you the extra protection of our ATOL licence, subject to flight seat availability.
We have someone that would like to join us; can I add them to my booking?
Extra guests can be added at a later date as long as the occupancy is not exceeded. For 'villa only' bookings there is no additional charge as the villa is sold on a per villa basis and not per person. For package holidays another flight can be added to the booking for the extra person. Alternatively if they want to get their own flights there is an administration fee to add the extra person to the booking.
Can I add cots and highchairs to my booking?
Travel cots, cot linen and high chairs are provided at no extra charge for package holidays; however, there is a charge if booking a villa rental only. Our cots and high chairs all meet EU standards.
Can I change my date on a villa booked and what are the charges?
Amendments to bookings will incur administration and/or cancellation fees. To find out what charges will be applicable to your booking, please call our reservation team on 01727 836 686
Can I add an extra bed to my booking?
An extra bed can be provided for some of our villas, however it is usually a fold-up Z-bed type and more suited to children. Bear in mind that the villa’s amenities will not necessarily allow for an extra person. There is no charge for an extra bed for package holidays; however, there is a charge if booking a villa rental only.
Can I add extras to the Villa after my booking?
All optional extras can be added at a later date, subject to availability. These include:
  • Starter packs
  • Travel insurance
  • Car hire and airport transfers
  • Cots, high chairs and child gates
  • Pool fences
  • Z-beds
How can I pre-book my seats?
You can pre-book your seats direct with the airline after the flights have been confirmed, by quoting your flight reference. For more information please refer to the 'Additional Information For Clients' document which you will have received upon booking.
How can I upgrade, amend or cancel my car hire booking?
You can make amendments to your car hire booking by calling our reservations team on 01727 836 686.
Can I change the duration of my holiday?
The changeover days for our villas are not flexible. You are able to book a villa for one, two, three or four weeks and arrive later or depart earlier, but the price will be calculated for the full one, two, three or four week duration.
Are linen and towels provided?
Linen and towels are provided. However, you will need to take your own poolside/beach towels.
Will there be toilet paper already at the Villa?
There will be a small supply of toilet paper at the villa when you arrive.
Will the villa be cleaned during our stay?
There will be a light clean at least once during the week.
Will there be food and provisions in the villa?
Due to health and safety reasons there will not be any food or drink for you in the villa. However, you can order a starter pack which will provide you with basic food and drink for your arrival.
Does the villa have English TV channels?
To keep you entertained inside your villa, you'll find a TV which will have a mix of satellite and terrestrial channels. DVD players (and films) are provided at most of our villas. Due to certain circumstances, such as, but not limited to, atmospherics and weather conditions, you may not be able to access all of the channels all of the time. Additionally due to changes in Satellite order, which is beyond our control, we are no longer able to guarantee BBC or ITV in the majority of our resorts.
Will the Villa have a washing machine?
Normally our villas have washing machines and this will be mentioned under the 'Facilities' list on the villa page.
Will an iron and ironing boards be available?
Yes, they are available at the villa.
Where can I find a list of all facilities at my villa, such as WiFi and air-con?
You can find these on the villa page on our website.
The villa has a BBQ. Is the BBQ equipment provided?
Cooking utensils are provided. Where there is a gas BBQ, fuel is provided at no cost. You will be required to provide charcoal for traditional BBQs.
Do I need to bring my own hairdryer?
There are hairdryers at the villa.
I can see there are only a few sunbeds in the photos, will there be enough for everyone?
There will be enough sunbeds for everyone so you can all work on your tans!
Will there be enough outside dining seats for everyone on our booking?
Yes, there will be enough outside dining seats for everyone so you can all enjoy a barbecue together!
Will the pool be heated during July/August?
During the hot months of July and August the pool heaters would offer very little or no benefit so they're switched off in line with our eco policy.
Has the villa got WiFi?
Most Villas have WiFi in the lounge area; the connection in the beds is very limited in most villas.
Do I need to take my own ping pong bats and balls?
Table tennis balls and bats will be at the villa.
What is the Pool Depth?
All Villa's vary, please check prior to booking. The depths are shown on the villa page on the website.
Villa occupancy 9 plus one where does the extra person sleep?
A z-bed will be provided the 10th passenger and that passenger will be required to be under the age of 12 years.
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