Frequently Asked Questions
We hope we have covered most queries you may have with regard to your villa or apartment rental with Our Madeira, but if you can't find the answer to your query, please email or phone us and we will do our best to help you. You can find our contacts under "Contact Us"
Q - How do I make a
A - After finding the Villa or Apartment that interests you, check availability for the individual Villa or Apartment by inputting the dates you require, and click Enquire. Some properties allow you to book online.
We will send you an e-mail confirming availability and price for the reservation required. If you wish to proceed with s reservation, please let us know and we will send you a link to our booking form.
We will endeavour to answer your enquiry quickly, and within two hours (09H00 to 18H00 Monday to Friday). Outside of working hours we will answer you as soon as possible.
Dates are held provisionally for 5 calendar days once you complete the booking form, and the reservation is confirmed and dates blocked once payment is received. Should you opt to pay online the reservation becomes confirmed immediately.
Q - How do I
A - You can pay by Bank Transfer, or securely online by Credit Card, Debit Card or Paypal.
1) By Bank Transfer to our designated Client Account. We do not charge a levy for payment by Bank Transfer, but you must ensure the correct amount is credited to our account. When instructing the bank transfer you must choose the option of bank charges being borne by the sender.
2) By Mastercard, Visa or Debit cards. If you decide to pay by Credit Card, Debit Card, an administration charge of 3% will be applied.
3) 4) By Paypal. Please ask for a Paypal invoice. A supplement of 4% administration charge will be applied.
Q - How do we pay for
the Security Deposit?
A - In some properties, the security deposit is paid by credit card. In most, the security deposit is paid in cash to the person that receives you at the rental property. The value is shown in the property description on our website.
Q - Is Cleaning and Linen
A - Your property will have been prepared for your arrival.
It will have been cleaned and the beds made. Linen for beds and bath towels are provided. Where the villa has a swimming pool, pool towels will also be generally provided (details in the property description on our website).
Please note that due to health and safety reasons, cot linen is not provided.
Should you stay more than 9 nights, an intermediary clean is included and clean linen and towels will be provided.
Failure to leave a property in a clean and tidy condition may result in a final cleaning charge being deducted from your Security Deposit. This also applies to barbecues, which must be left clean.
Q - What happens with
On arrival at the holiday property, you will be provided with details regarding refuse disposal.
In the properties where the council provided refuse collection, it is your responsibility to place the refuse bins at the proper place in time for collection.
In those where this service is not provided, it is your responsibility to take the refuse to the nearest public refuse bins.
Owners have the right to retain some of the breakages deposit to pay for refuse removal if you have not taken due care to ensure of its disposal in accordance with the instructions provide in the holiday property.
Q - Are there any
A - We do not charge for water, electricity or taxes. Some villas have additional services, such as heated pools, which carry a supplement but these charges are detailed as an optional extra at the time of booking.
Q - Can we have a cot or
A- Yes, all our villas and apartments are supplied with one cot and one high chair. Shoukld you require a higher number, please request at time of booking and we will advise you whether the villa or apartment can provide one ot whether you will need to hire one in resort.
Please note that due to health and safety reasons, cot linen is not provided.
Q - What time can we arrive
and what time do we have to leave?
A - The standard check-in time is not before 16.00hrs. Where possible, villas and apartments will always allow you to check-in early. This can sometimes be arranged prior to your arrival; at other times (when the villa is being cleaned that day), please phone when leaving the airport to see if it is possible. You will find owners very accommodating, and they may suggest you go to the property and leave your luggage whilst the cleaning is being finalized.
Departure times are no later than 10.00hrs. Again, where possible, property owners will always allow you to check-out late, but this will be dependant on the cleaning rota and requirements. The check-out time should be arranged with the owner or manager on arrival.
Q - We are arriving very
late (or on a Sunday) could you help us with a little
A - It may be possible to assist with some basic shopping according to your requirements and subject to availability of a staff member to do this for you. There is a supplementary cost of 50 Euros for the time taken to shop and delivery.
Q - We have a villa with a
heated pool. Is it heated all year round?
A - There is normally no need for pool heating usually from late June to mid September as the outside temperatures are usually warm enough to keep the pools at a good temperature. During the period October to May Heated pools may be switched on for an additional charge but this service may be dependant on the weather and overnight temperatures could mean that pool temperatures cannot be guaranteed in the morning.
It is also incumbent on you to ensure measures that contribute to maintaining the swimming temperature pool water are complied with. This will normally include ensuring the pool cover is kept closed when the swimming pool is not in use.
Q - We have a dog - could
we bring him to our villa?
A - Some of our villa owners will accept dogs and strict rules apply. You are obliged to inform us if you plan to bring a dog to ensure it is permissible. If you arrive at a villa with a dog and without prior arrangement we have the right to refuse entry to that villa. We fully understand the pleasure of being able to take your dog on holiday with you. However, it is important to understand that if we accept your dog you are completely responsible for ensuring that the villa and its total grounds are kept in a clean condition. There is a mandatory charge for cleaning of 50 Euros per dog. We ask you to ensure that you keep dogs off furniture and especially beds and additional charges will be made if dog hair is excessive or found on or in beds or sofas. We ask dog owners to realise that some people are allergic to pet hair and therefore we ask you to respect that. We would naturally ask you also to respect the peace and tranquillity of the area and keep your dogs as quiet as possible. Dogs may not under any circumstances swim in the swimming pool. If you allow your dog into the pool the pool cleaner will notice it and a supplementary charge will be levied, without exception, depending on the amount of dog hair that had to be removed and any disinfection of pool water that would be necessary. Allowing dogs to swim in pools is not hygienic and is strictly forbidden. Any damage, excessive dog hair or unclean grounds will be charged against your security deposit.
Q - Does our villa have
Internet and how will I be able to connect?
A - Villas and apartments will normally provide Wi-Fi Internet connection free of charge (details will be provided in each property description). We cannot be held responsible for the service, the speed or any failure of any Internet connection. If you experience a failure in the Internet service, please contact the property owner or manager (on the number that has been provided to you) and they will do their best to assist you but cannot guarantee the service, which is governed by a telecom operator.
Q - What TV stations can I
A - Most villas and apartments have cable TV. This is a standard package that is provided by one of two operators, and they are very similar. Should a villa be in an isolated place, there may be a reduced service.
Portuguese channels will have a mixture of local programmes and British and American series that are normally subtitled. In addition, there are various light entertainment channels that show mostly American series with subtitles.
News coverage in English is extensive (BBC World, Sky News, CNN, Jazeera, CNBC, Bloomberg).
There is one French channel.
Sport is covered by the two Eurosport channels.
There are various children's channels, but they are mostly dubbed in Portuguese.
Q - What happens if
something goes wrong or we have a problem with the rental
A - You will be provided with the telephone contact of the property owner or manager, who you should call if you have any problems or issues with the rental property. Significant problems that affect the enjoyment of the property will be dealt with immediately; less urgent issues will be dealt with at the earliest time possible within working hours.
Should the issue not be dealt with to your satisfaction, please contact us so we can investigate the situation and provide the best possible solution.
Q - What happens if we have
Again contact the owner or property manager who will be most happy to assist you.
But we are always contactable and in a medical or genuine emergency we are on call 24/7. You will find our emergency number on our website under "Contact Us".