You will receive instructions when you have paid the balance and breakages deposit/waiver with your payment advice.If you have not received the email login to your renters account and click on 'arrival instructions'. From there you will see the same details that would have been in the email.You also have the full contact details of the owners at this point too. You will find them in your renters account under the 'contact member' button.
Login to your account and go to your bookings area. Click on the View Booking/Make Payment button. This will take you to a breakdown of the prices and due dates. Read and accept the terms and conditions. Once you have agreed to those the payment button will appear below. Click on this button to proceed to make a payment. You will then be presented with information in relation to the transaction and a section to enter your card details.
Some properties have their prices listed in pound sterling. Others are listed in Euros or Dollars. However, if you are paying in a foreign currency it should not affect the way you pay. All you have to do is pay by credit or debit card the same way you would for any other booking. To find an accurate conversion rate visit www.xe.com.
In the rare event that you need to make a complaint regarding a booking please remember that the contract is between you and the property manager and not Villarenters. Villarenters cannot be held responsible for any inaccuracies published by our members use of our software.
In the first instance therefore you must contact the member to make your complaint. Most issues are resolved if the members are notified as soon as possible. You must allow a reasonable amount of time for the member to put things right
Secondly, if you choose to you should use the review a property feature to express your opinion and allow the member to respond. Every booking receives an invitation to review a property by a link in an email or you can go to your property and click on reviews. According to how you score the property this may affect the property's ranking in Villarenters through the RentalSystems Index and will certainly affect their Customer Rating. Members generally take great pride in their reputation and will take poor reviews very seriously.
We also take complaints very seriously and monitor all reviews of properties. In extreme cases we may remove a property that has had consistently poor reviews
If after having exhausted efforts to reach a conclusion to a complaint we will make every effort to arbitrate between the two parties to the best of our capacity. If you feel that Villarenters needs to intervene please contact us via the following link http://www.villarenters.com/contact-us/
Unfortunately this is not possible at present.
A breakage deposit is a sum of money that is paid by the renter, either by credit card at time of payment or cash on arrival at the property, this is used as security in order to cover any damage that may occur during your stay, if there is no damage then the deposit is given back in full, if there is any damage to the property or its contents then the owner will deduct a reasonable amount to cover these and refund the difference.
The payment of a non refundable waiver will safeguard the renter(s) from any liability for in the event of accidental damage to the rental property,
its fittings or loss of its equipment. It does not cover damage or losses caused by wilful damage or negligence on the part of the hirer and their party.
Check to see if you paid the refundable breakage deposit or the non-refundable breakage waiver. Some properties only offer the waiver option. You can check to see what you paid in your renters area under 'view booking/make payment'.Your breakage deposit is automatically refunded to your card, the date is dependent on the length of time after you have completed your stay, this is stipulated by the owner to give them enough time to check for any damage and make any claims. This usually takes around 2 weeks. The exact date though will be in your contract and you will also be able to view the date from within your account.
If you have paid the refundable deposit check the day it is due to be returned. You can see this in your renter’s account in your terms and conditions and also on the ‘view booking/make payment’ page. If the date has passed check which card you used to make the payment, ensure it hasn't expired? If the card has expired you will be given the option to add your bank account details into your account and we will transfer the refund. We will contact you if this needs to be done.
Once you have chosen your ideal property and entered your dates and number of people in the party, you will need to re-calculate your quote. This will bring up a detailed booking quote. Check the details of the quote and if correct then click continue. You will be prompted to login/register if you havent already. You will then be able to add all the relevant details.
Our owners are alerted by email and sms text message, and will either accept or decline your booking. If the booking is accepted you will be notified via e-mail. If the property is marked as instant booking then this step occurs immediately and you get an automated email giving you instructions on how to pay. Our owners require their customers to pay a deposit upon booking followed by the balance prior to taking occupation. If the booking is a late booking you may also be required to pay the balance at the same time as the deposit.
Most owners will also ask for a breakage deposit/breakage waiver at the same time as the balance is due. The exact amounts and timing will depend on the individual owner and the timings will be clearly presented to you on screen and by email.
The deposit/full amount must be paid before the said due date to secure the booking. After payment of the deposit you will both have access to each others contact details
Once the balance has been paid you will receive an e-mail containing arrival/key collection instructions so that you can access the property.
The booking you as the renter make is made directly with the owner or agent for the particular property and your contact is with them. All payments are handled by us, Rentalsystems.com
Although your booking contract is with the owner, we process the payment and only remit it to the owner or property manager after your stay. We offer our 100% money back guarantee allowing you to book in complete confidence.
The terms of the money back guarantee are as follows:
In the unlikely event that on arrival your accommodation is not available or is materially different from that displayed on the website, we will reimburse you in full, providing the following conditions are met:a.You do not stay at the accommodation or any alternative accommodation offered by owner or property manager.b.You contact us within 48 hours of start of your rental period.c.You provide us with invoices for alternative accommodation within 7 days of the end of the booking period.d.You have not already been refunded by the owner or property manager or reached agreement on a refund.
Please allow owners between 2-3 days to respond to your booking request.
Most owners respond within 48 hours. As soon as you make your booking request the owner is notified by email. They will receive an email daily until they respond. We also send SMS messages to them.If you have not heard from them within this time period we suggest you search again, look out for "instant booking" properties as these can be booked immediately.
Once you have selected the property and entered your dates, number of people and click book, you will be directed to a page which details the booking cost and extras. On this page insert your code in the "Special Discount Code" area. This should automatically implement your discount, if not then click on the "refresh quote" buttton.
Please note that once you have made the booking we will not be able to apply your voucher code.
If you are interested in booking the property or want to check the availability then click the 'Request Booking' or the 'Book' button (as below) on the property advert. This will then take you to the quote page. Here you can enter the start date, number of nights and number of people to check the prices and availability for the dates you have entered. Once you have entered these details then click on 'Re-calculate Quote' button. If the selected dates are not available or the prices are not set then it will pop up a message box(as below) explaining this. This error message will be shown above the drop down boxes where you selected the dates and entered the other details - as shown below. In this case you can check availability for alternative dates or you can use the 'Contact owner' button as shown below on the advert page to contact the owner. You can click the 'Continue' button to make a booking. Please note that you do not have to make the payment while booking, you can come back to your booking at a later stage to make the payment.
Reviews from customers that have been processed through the system improve the Owners Score as well as contributing to the customer star rating. The more favourable the reviews, the better the |Owners Score rating. However please remember that the Owners Score is primarily about booking performance so reviews do not have a great effect on the Score.
Reviews from guests added by the property manager(for example from guests who stayed previous to the property manager joining Villarenters or guests that have stayed but have not been booked through the system) do not give any Owners Score advantage.
We do this because we are only able to verify guests that have booked through the system and this gives customers a true assesment of what we know about the property.
Please make sure that you are logging in on correct site. You need to login at www.villarenters.com/renter Your username is your email address. You can retreive your password using the forgotten password link on the login page above. If you continue to have problems logging in then kindly contact us via the following link: http://www.villarenters.com/contact-us/. Please note that you will require to login or register to make an enquiry with the owner or a booking request.
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