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
reservation?
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
pay?
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
included?
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
Refuse disposal?
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
additional charges?
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
high chair?
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
shopping?
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
get?
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
property?
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
an emergency?
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".