Frequently Asked Questions

Where a property has air-conditioning, it will usually be wall mounted units in the main rooms such as bedrooms and lounge. Please only use them where necessary, and only when windows and doors are closed, to ensure that they can work effectively. There may be additional charges for air-conditioning, which are specified in the property description.

Usually, you should arrive at your villa or apartment between 4pm and 8pm (4pm and 7pm in France). If you arrive earlier you may be allowed to leave your luggage at the property if it is still being prepared or cleaned. If you arrive at your property after 8pm, you may not be able to gain access until the following day or will have to make special arrangements (this does vary from property to property, so please check your key collection details with your travel documents).

Local babysitters may be available: you must make your own arrangements on site. They are usually only available for evenings and we cannot be held responsible for any respect of this service including, if for any reason, the service is not available.

Most baths have shower attachments, often hand-held with no screen or shower curtain. This will be described as a ‘bathroom’ and will include a washbasin and toilet. ‘Shower/wc’ indicates a bathroom with walk-in shower, basin and toilet, but no bathtub.

Beds – wide single beds These are usually French antique beds approx. 4’ - 4’3” wide and slightly shorter than standard. Bunk beds – mostly suitable for children and teenagers only.

Cots - where supplied, there is sometimes an extra charge. Tenants accept them at their own risk as Continental cots rarely comply with British Safety Standards. The sides may be lower and the bars wider apart than the UK type and we strongly recommend that you take your own. Cot linen may be available for hire.

Linen Not normally supplied, but can usually be hired (see A-Z Property Information at the back of the brochure). Blankets (only 1 per bed in the South) and pillows (or bolsters) are provided. When linen is supplied, beds are not usually made up. Oblong English pillowcases do not always fit square French pillows. Make sure you bring a bottom sheet if bringing a sleeping bag. If duvets are provided this is detailed in the pricing pages, but please take duvet covers. Bed sizes are indicated in the descriptions, for pillow sizes please see the pricing pages.

Gozo, Italy, Portugal and Spain tend to have standard size beds unless otherwise described. Please note mattresses are often thinner than in the UK and the beds can be of a flimsier structure.

Cots are available at nearly all properties and can be booked for a fee of £25 per week, payable in the UK. We recommend you take your own cot linen, even though it is sometimes provided. Tenants accept hired cots at their own risk as Continental cots rarely comply with British Safety Standards. The sides may be lower and the bars wider apart than the UK type.

Bed linen and towels are provided in all countries except France and are changed at least once a week (see individual property descriptions).

Pool or beach towels are not provided unless otherwise stated, so please take your own.

In all countries except France, properties are cleaned at least once a week and sometimes more often as standard (see individual property descriptions). Mid-stay cleans generally only concentrate on the bathrooms and floors. Your kitchen will not normally be cleaned during your holiday and washing-up is never done.

In France, your property will have been prepared for your arrival with all due care. It is therefore essential that you clean thoroughly before your departure, in order to leave it as you would expect to find it. Extra charges will be made where a property is not left clean. Please put everything back where you found it. Take away all personal items and foodstuffs. Sweep/hoover floors and wipe down surfaces. Wash up (or put on and empty the dishwasher), put all crockery away and clean the dishwasher filter if applicable. Don’t forget to clean the BBQ (grills can usually go in a dishwasher). Empty all wastepaper baskets and bins and put them back in the appropriate places. Rubbish should be taken to the appropriate disposal point.

In all countries, extra charges will be levied, where your property is not left in a reasonable state of cleanliness, or where extra cleaning is needed to prepare the accommodation for the next guests.

As many properties are in rural locations, it is likely that you will be visited by creatures living nearby. The gecko (lizard) is very common in the Mediterranean and quite harmless. Ants are attracted by crumbs or food left lying around so it is in your own interests to keep your property as clean as possible.

All properties must be vacated by 10am on the day of your departure. This is to allow time for it to be prepared for the next guests. It may sometimes be possible to allow you to vacate the property later than 10am, but this is for you to arrange with the local agent or keyholder.

Warning - The Foreign Office warns that as of July 1st 2008 all vehicles must carry a warning triangle and a reflective jacket. Failure to do so will be a 90 Euro on the spot fine. Breaking the speed limit carries on the spot fines, potential licence confiscation and the car being impounded if there is no other driver. Also, radar detectors are illegal whether in use or not and can lead to fines.

They are expensive, so please be considerate. Electricity supplies can be erratic and the water pressure can drop considerably at times, especially in high Summer. It is not always possible to use several electrical appliances at the same time.

Please remember it is always worth asking if we can accommodate your special needs and requirements, such as suitability for a disabled person, late arrivals, mid-week arrivals (in off-season), provision of a cot or second cot, allergies, dislikes, etc. We will always do our best for you. Specific requirements must be made in writing

Fans are provided in most properties (except France and Italy) that do not have air conditioning or ceiling fans, usually one per bedroom. If you require more, please notify us and we will endeavour to hire more for you. Alternatively, you can usually hire them yourself in larger resorts.

As a tour operator, Hoseasons complies with a number of stringent laws designed to protect you, the consumer. One of these is the requirement for financial bonding, which protects your money and holiday in the event of the company having financial difficulties. Please see our Booking Conditions for details of Hoseason’s bonding.

After the devastating fires in the South of France in 2003 and more recently in Spain and Portugal, the authorities are now being much stricter as regards outdoor fires and BBQs. Therefore even if your property description mentions a BBQ, there may be restrictions on usage in accordance with local laws. Our staff will be happy to advise you on this. The photos shown in the brochure may not reflect current property surroundings.

These are usually an area of rough mown grass, seldom a Britsh-style lawn. BBQs are sometimes smaller than your deluxe model at home. Garden table and chairs are provided in most properties (but not necessarily loungers, nor do these always have cushions or mattresses). Please note the outside furniture may not be that shown in the photograph. Please see above for BBQ advice. A gardener may visit your property to attend to the garden – please allow him access as it is for your and future guests’ benefit.

You will not necessarily find a full bottle of gas on your arrival. There will be some gas in it and likewise you must leave some on your departure. In France, you will usually be expected to change the gas bottle at the local shop. In other countries, spare gas bottles will be provided, together with instructions on how to change the gas bottle.

Many of our properties are close to golf courses. This is usually specified in the individual property description. Golf can be pre-booked at some properties in Spain, Portugal and Italy – please ask for details. In France, information regarding golf courses can be found at www.golf-courses-in-france.golfagora.com

Please notify us if you wish to have any guests visiting during your stay (see individual property descriptions for maximum numbers). It is forbidden for unauthorised or undeclared guests to stay in your property as this nullifies the insurance in case of an accident.

Where possible all potential hazards, such as a drop from a terrace, or steep stairs, will be indicated in the description. It is understood that where any such indication or warning is given, it is your responsibility to exercise all due care and attention towards all members of your party. It is also understood that obvious hazards such as a pool, open well, access to main road, etc. will incur the same responsibility on your part, whether or not a warning is stated in the description.

Unless otherwise stated in the individual description, our properties do not have central heating. Properties that are available in the low season will usually, however, have some form of heating, usually wood burning stoves or enclosed fireplaces, both of which are very efficient and warm. You may prefer to take hot water bottles with you as beds can often feel colder in houses without central heating.

If you encounter any problems with your holiday property, you should contact the keyholder or property agent in the first instance. Our staff are available for you to contact for assistance throughout the week in the UK office. They are also available for some hours at weekends on an emergency help-desk number, which will be provided with your holiday documents.

Where available, these can be provided for a charge of £25 per week. Tenants accept them at their own risk as they rarely comply with British Safety Standards and do not always have harnesses.

Our properties are privately owned individual houses that may reflect local lifestyles and the taste and style of the owners. Décor and furnishing may be very different from those you are used to. Most of the houses are furnished and decorated in local style, some are slightly dated, and the floors are usually polished wood, tiled, lino or carpeted. Comfortable seating is not always provided for the total number the house can sleep.

In properties described as simple, the furniture and equipment are basic. Old houses are often relatively dark inside, which can also help to keep them cool. TVs, unless otherwise stated, will receive local channels only and satellite systems offer differing numbers of channels.

The properties are cleaned by local keyholders/agents or the owners themselves. While we strive for high standards it is important to appreciate that they are not professional cleaners. You may occasionally find cobwebs and it is common for old stone walls to exude saltpetre, especially in cool or damp weather.

Personal travel insurance is compulsory and you must ensure that you and all members of your party are covered for any accidental damage and personal liability during your stay. We strongly recommend you have both personal and car breakdown insurance (if taking your own car). Our rates are very competitive, and the cover is excellent (see the Holiday Insurance pages). The premium is calculated from the date of leaving home until the date you return home. For a few properties, proof of adequate insurance is compulsory to confirm your booking.

Most property owners, agents or keyholders will either be at the property on your arrival, or will endeavour to visit you during your stay. However some properties do not have someone to meet and greet you, and you will not see anyone unless you have a need to contact our office for assistance.

The kitchen will include a cooker (occasionally a 2/4-ring hob and small oven or rôtisserie/grill), fridge/freezer, sink with hot and cold water, cooking utensils, crockery, cutlery, glasses and basic household equipment. Microwaves are usually additional to conventional ovens. Not all kitchens have kettles, as Continentals tend to boil water in a saucepan. Saucepans seldom have lids. Dining furniture is either in the kitchen, sitting or dining room. Plates, cups and saucers, etc. will be adequate for your party size, but do not always match. Irons and ironing boards are usually provided.

See Beds, Cots and Linen

Please ask for opening dates of non-privately owned pools (eg club pools). Some public swimming pools, other sports facilities and some restaurants mentioned in the property descriptions are only open in July and August.

This is a galleried landing normally above the sitting room. They comply with local regulations but not necessarily UK safety laws. Tenants use them at their own risk.

Don’t forget that you can plan your 2009 holiday now too! You can place an option on your preferred holiday property for 2009 simply by calling us.

Please remember that some of our properties have non-English speaking keyholders. However our English-speaking team are available by phone at arrival/departure times to help with communication if required.

It is essential that you advise us of the exact numbers in your party, and any changes you may make to party numbers, prior to departure. If you do not do this, the property will not be properly prepared for your party. We reserve the right to make an extra charge if more people than advised occupy the property.

The Pet Passport scheme is now well established, so you needn’t leave that furry family member behind – let them share your holiday experience, especially in France! Our reservations team will be happy to advise you about which properties and ferry operators accept pets and the applicable charges.

For all information regarding the steps you need to take, visit the Government’s website at http://www.defra.gov.uk/animalh/quarantine/pets/index.htm. Other useful information can also be found on www.dogsaway.co.uk.

The majority of properties in Italy, Portugal and Spain do not permit pets.

France has stringent regulations on swimming pool safety and security. At time of going to press all information regarding pool security is as per the latest information. Please be aware that although all properties will have an appropriate security system, the type currently indicated may change. Many French pools will not have depth markings. In other countries, there are fewer local regulations, but all pools should have depth markings. You should always check pool depths, especially where depth markings are missing or unclear. Diving is strictly forbidden at all swimming pools in private villas, as the pools are rarely deep enough. Dimensions and approximate depths are shown in each property description.

In the unlikely event that you are unhappy with your holiday experience, Hoseasons subscribe to a cost-effective post-holiday arbitration service where impartial advisors offer mediation and assistance to resolve your holiday problems. See our Booking Conditions for further details.

Each property description shows the maximum number of adults and children over 2 who may occupy it. So ‘6’ could be 6 adults or 2 adults and 4 children etc. This must not be exceeded. A maximum of 2 babies may also be accommodated in cots, for which an extra charge of £25 per cot per week is made (except France). If you have guests to stay you must make a request in advance. The pitching of tents or parking of caravans in the garden to increase the numbers over the maximum allowed is strictly forbidden.

Most prices shown are per property per week, up to the maximum number of people allowed. Some properties have daily prices and this is clearly shown on the relevant description. A number of properties offer lower prices for smaller parties (typically parties fewer than 4 or 6 people) – where available this is also shown on the property description.

Many properties border farmland or are on a residential estate or in the middle of a village. Therefore it is not possible to guarantee absolute privacy in your accommodation all of the time.

These can dry up or become unsuitable for swimming. You swim at your own risk.

You will be required to take your rubbish on a daily basis to a nearby collection point. Please do assist by doing this, as it not only reduces the risk of unpleasant smells, but also removes the risk of insect infestation. Bottles must always be disposed of separately. Many supermarket car parks have bottle-recycling collection facilities. If not, the disposal point should be indicated in the house information.

Each property should have an inventory which clients must check on arrival. If you find any discrepancy on arrival you must inform the owner/agent/keyholder immediately. Please report all damage or breakages during your stay immediately. Small breakages should be settled directly with the owner/keyholder. Owners/ keyholders have also been asked to check the inventory with you just prior to your departure to avoid subsequent disagreements, so please arrange a mutually convenient time for this.

All clients must also have personal insurance which will cover personal liability and accidental damage. All bookings will be subject to a non-refundable security premium (amount to be confirmed at the time of booking). All details are provided on your Confirmation Invoice. This premium provides cover for the cost of any damage and/or breakages caused by you in, at or to the property and is payable to us with the final balance. If you prefer not to pay the non-refundable security premium then you will be asked to pay a refundable security deposit of £500 to Bowhills at the time of booking. If you have not caused any damage and/or breakages as described above, the security deposit will be returned to you in full within 3 weeks of your return. Please see section 8 of the booking conditions.

Please see above for pool security information. Dimensions and depths are shown on each property description, but are approximate.

It is rarely possible for us to arrange for a pool to be in operation in the off-season and they are not heated unless specified. Clients are sometimes required to maintain pools. Chemicals in pools are carefully regulated, however certain climatic conditions (heavy rain-fall, thunderstorms, etc.) can affect the balance and pools start to look green. If so, let the keyholder and our office know immediately, and adjustments will be made. Water sometimes takes 2-3 days to turn blue again. You will appreciate this is beyond our control and whilst we will do our utmost to ensure a speedy resolution, we cannot pay compensation for the effects of adverse conditions on pools. Pool liners are very delicate and can easily be punctured. No hard or sharp objects (eg oars for a dinghy) should be taken into the pool and great care must be taken with any pool cleaning equipment – children should not be allowed to use it. The cost of replacing a pool liner can be in excess of £2,000!

Public pools in France often require men to wear swimming trunks rather than swimming shorts – we recommend that you check, if you plan to visit a public pool near your property.

These countries do not have the stringent pool regulations that France does, but tenants use the pools at their own risk. All pools should have depth markings, which you should check, especially where they are missing or unclear. Diving is strictly forbidden in all pools in private villas, as the pools are rarely deep enough. Dimensions and depths are shown on each property description, but are approximate.

Pools in Gozo, Portugal and Spain are open all year round but are not heated (unless otherwise stated), so it is your choice whether or not to brave them in cooler months! Pools in Italy are generally open from mid May until the end of September, unless otherwise stated. A pool maintenance man will normally visit your property at least once a week to clean it and check the chemical balance is correct. Please use the nets provided to skim the pool yourself in the meantime.

Some properties in France have a telephone – please ask us for details of the different systems in use and form of payment required. Some complexes in Spain, Portugal and Italy have hotel-style phone systems, for which you pay for calls made at the end of your stay.

Generally, we suggest it is easier to take your own mobile abroad - most digital mobile phones can be set to work in Europe – check with your service provider. It is also possible to hire a mobile phone for travel abroad (Carphone Warehouse provide this service, for example http://cpw.adamphones.com/). Reception can be erratic in certain areas.

Email or internet services: if you require use of a line for email or internet services then you must request this IN WRITING at least 6 weeks before departure. Many properties with phones have restricted access to lines, preventing email or internet usage. We can never therefore guarantee that this option will be available. If it is available, a security deposit may be required.

Where the description mentions satellite TV, this may not mean that UK channels are available; it is usually an old analogue system. Generally only basic English channels such as CNN or BBC World are available – please do not expect the full digital range! We cannot accept responsibility if no English channels are available. Where a video or DVD player is available, please take your own tapes or discs with you, although you may be able to rent in the larger resorts.

Some properties are approached by very rough and uneven roads or tracks leading up to them. Some approach roads can also be steep. If you are taking your own car, or are particularly concerned about driving on unmade roads, please check with us regarding suitability of access.

Some traffic noise may be audible at some of our properties. Causes of traffic noise (ie busy roads) are usually indicated in the brochure description. Increased levels of traffic and subsequent noise must be expected in the peak and high holiday periods, especially in the more popular tourist areas. Hoseasons cannot be held responsible for an increase in traffic noise near a property.

Please follow the instructions for using these appliances where they are available. You will be liable any damage caused by misuse of any such appliances. Clients are expected to provide appropriate detergents for use of these appliances during their stay.

Water is a scarce resource in hot climates and can run dry in the Summer. Local authorities might ration mains water supplies to a few hours per day. This is obviously beyond the control of Hoseasons and we would ask you to be considerate of others when using water, and to take showers rather than baths.

Where a gas water heater is fitted, this will be in an outhouse or garage for safety reasons. They can ‘blow out’ in inclement weather – you should call on the property manager or agent to re-ignite the system.

Many of our properties have a septic tank rather than mains drainage, and most have narrow-gauge pipe work. Nothing other than toilet paper should be put down any WC. Blockages are inconvenient and expensive to clear. You may be charged if a specialist has to be called.