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FAQs

Is A&K Villas exclusively for members?
No, our website can be accessed by all and we have a wide variety of luxury villas available from small, bespoke properties to large properties suitable for group travel.

Are A&K properties insured?
As part of our rigorous inspection process we ask owners to ensure they have adequate public liability insurance in place. Please note you are responsible for any loss or damage that you or members of your party may cause to a villa or its contents. You are required to report any damage to the property owner, guardian or agent, and to bear the cost of repair or replacement. Extra charges for cleaning may be payable if you do not leave your rental property as you found it.

Are my extra services confirmed even though they're not appearing on my booking summary page?
Due to the bespoke nature of any extra services booked we handle this part of your enquiry offline, therefore your expert Travel Consultant will have contacted you directly to discuss your options and make the necessary arrangements. You should have received written confirmation to your email account, and although these details will not appear online, this email should be deemed as confirmation of the services. Should you have any queries please don't hesitate to contact us at info@akvillas.com or call us on 0845 618 2205 (within UK) or +44 1242 547705. Please be aware that European office hours apply.

Are pool towels, towels and linen provided at the villa?
Yes, as standard, towels and linen are provided at all of our villas and are changed weekly.

Are the quoted prices inclusive of taxes?
Yes, unless otherwise informed at the time of booking.

Are the villas equipped with air-conditioning?
Not all of our villas are equipped with air-conditioning because in a lot of cases it isn’t necessary. Many of the villas are built in solid stone, many with very thick walls and thus the interior maintains a pleasantly cool temperature. Where necessary however standing and/or ceiling fans have been introduced. By viewing the 'Facilities' tab on each of the property pages you will be able to see if air conditioning is installed. Please note there could be an additional charge for air conditioning.

Are there any animals on the property grounds?
Please note that the majority of our villas are located in rural areas, where wildlife such as animals and insects are a natural part of the landscape. It would not be particularly unusual to encounter animals, such as rodents, deer, goats, cats (stray or belonging to nearby locals), or insects such as wasps, bees, flies, ants or scorpions and spiders. Insects and animals can be attracted to swimming pools, nearby streams or ponds, local vegetation or sometimes food left out following an al fresco meal. We would urge you to keep doors and windows closed as far as practicably possible and to clear all remains of food following an outdoor (or indoor) meal. Please do not purposefully feed any local animals – it will encourage them to return and they may not be so welcome to the next guests. Please note that A&K Villas cannot be held accountable for the presence of animals or insects at the villa you choose. If you suffer allergies triggered by animals, please let us know before booking – whilst we cannot guarantee animals will not be present, we can recommend villas where the possibility is lessened (for example where we know owners have not kept animals).

Can I bring my pet to the villa?
Pets are generally not permitted in most of the villas. However, we do have some properties where pets are welcome - please check with your Travel Consultant.

Can I contact you if there is a problem with my booking?
You can contact one of our travel consultants anytime by email (info@akvillas.com) or call us on 0845 618 2205 (within UK) or +44 1242 547705. Please be aware that European office hours apply.

Can I have groceries at the villa in readiness for my arrival?

Before you leave home, you will receive a list of food and household items which may be pre-ordered to facilitate your arrival, payable to your A&K Host or local representative. Please note that a service charge applies.

Can I select a preferred currency for payment?

You can pay either in Euros (EUR), Sterling (GBP) or US Dollars (USD).

Can we occupy the villa before 4pm on the day of arrival?
To allow time for cleaning (especially during high season), we would ask you to arrive only between 4pm and 7pm on the first day of your stay, If your arrival is delayed please contact A&K immediately.

Can we vacate the villa later than the confirmed time of 10am?

Can you arrange additional services, e.g. chef service, sightseeing, etc. for me?
We are more than happy to try and arrange any additional services for you. We offer amongst others: chef or cook services, extra maid hours, sightseeing tours, airport transfers, follow-me service, pre-arrival shopping, car rentals, private jets, flights and many more!It is strongly recommended that any extra services are booked well in advance of your holiday to avoid disappointment. A minimum of 10 weeks is recommended. Please contact your travel consultant or call +44 1242 547705

Can you arrange my flights?
We do not currently arrange flights with villa rentals.

Can you arrange travel insurance for me?
Abercrombie & Kent Villas is not able to provide insurance cover nor can the Company be held liable for any loss incurred through failure to take adequate insurance. We strongly recommend that you and all members of your party have comprehensive travel insurance cover and that it is adequate for your needs. Your policy of insurance should provide cover for personal injury, death, medical and repatriation costs in the countries which you intend to visit, together with cover for loss of baggage and valuables, personal liability, delay, cancellation, curtailment, missed departure and legal expenses. If you suffer from a disability or medical condition you should disclose this to insurers. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual's own risk and it is your responsibility to obtain the relevant insurance. Note that special insurance may be required if you intend to scuba dive or undertake any other dangerous or sports activities, including winter sports such as skiing, snowboarding or similar. Please keep your insurance details with you whilst on holiday. Please forward a copy of the insurance certificate, with policy number and emergency number.

Can you send me a brochure?

The best way to find out about the latest villas we have is via our website. There is an area however on our parent company site www.abercrombiekent.co.uk where you can create and download your own brochure. Alternatively, we would of course be happy to supply you with some specific villa details in the post. If this is your preference, please contact us on info@akvillas.com or for UK call 0845 618 2205, otherwise please call +44 1242 547705.

Do all A&K Villas have swimming pools?
The majority of our properties have their own private swimming pools. Some swimming pools have safety features such as pool alarms, covers and fences, but not all. Please familiarize yourself thoroughly with the depth of the pool and how to get out, and exercise safety and caution at all times (our pools do not have lifeguards), especially with children and non-swimmers. Children and non-swimmers are your responsibility at all times.
Swimming pools are usually not available in low season. If your rental falls within this season please check with us whether the pool is open. Pool heating is provided in some villas, a supplementary cost may apply. Please see the relevant property pages for details. Where pool heating is charged at a supplement, this is usually payable locally. Please note that in general the maximum heat is 24 degrees for the pool.

Do we pay extra for pool heating?
The cost of pool heating is included in some villa rentals and charged at a supplement at others. Please see the relevant property pages for details. Where pool heating is charged at a supplement, this is payable locally. Please note that in general the maximum heat is 24 degrees for the pool.

Do you have villas suitable for wheelchair access?
We do offer some properties that are suitable for wheelchair access. Please contact our Travel Consultants for more information.

Do you work with travel agents?
We are more than happy to work with Travel Agents, and pay commission on bookings made. This is made upon receipt of the final balance. Please note the rates indicated on the website are the gross rates and that extra services booked are not commissionable.

How accessible are A&K’s villa holidays?
We realise that you may still have questions about the accessibility of our properties, and due to the size of our portfolio we can offer you personalised advice on a request basis. Please contact one of the team at info@akvillas.com, with your enquiry.

How can I find out more about web accessibility?
There are many websites that offer useful information regarding website accessibility, please find links to a selection of these below –
- Royal National Institute of the Blind Website
- BBC website
- World Wide Web Consortium (W3C)
We are endeavouring to make constant improvements to our site’s accessibility and we would welcome any feedback you may have – please send any correspondence to webmaster@akvillas.com

How do A&K villas select their villas?
We have a dedicated Contracting and Product Team who work directly with our villa owners allowing us to control the quality of your A&K villa experience. Once a property has undergone the initial checklist of having a great location, good facilities and is well-presented, we then carry out a rigorous inspection. The property is subjected to extensive Health & Safety checks and regular checks throughout the year. Any feedback from clients is shared with the owners to ensure quality levels are maintained.

How do I book a villa?
Select the property you would like to book by browsing our website or ask our travel experts.
Simply fill out one of the online enquiry forms to register your interest in a villa, you’ll find tabs on the right hand of the site to do this or use the ‘enquiry’ form in the top navigation. There is also a booking form which you can download and fill in with additional details. If you’re interested in a specific villa and a specific week we recommend you call or email us as this is the best way to confirm your preferred villa. Contact us at info@akvillas.com or 0845 618 2205 (UK), otherwise please call +44 1242 547705 (other).

Make a Payment
Secure your booking with the deposit payment of 30% of the total holiday cost. If you are booking within 70 days of the travel date, then the full payment is required.

How have A&K made their site more accessible?
Text size – we have endeavoured to make the text easily readable. To zoom in and out of the page please use the ‘Ctrl +’ and ‘Ctrl –‘ keys on your keyboard. We have ensured that no text appears overlapped with any other area on the website when the text size is increased.
Colour combinations – we have carried out tests (by printing our web pages in ‘grayscale’) and the content is easy to read.
Navigation – the site should be navigated by using the top and left hand navigation bar, as well as the footer links at the bottom of the page. This navigation is consistent throughout the pages for ease of use. We also adopt unique page titles, appropriate anchor text on links and logical use of headings to ensure a smoother user experience.
Alt Text usage – all of our imagery has been carefully labelled using alt tags in case the user is using a screen reader to access our site.
Languages – we are working towards offering our site in a selection of languages, however in the meantime we have German, Italian, French and Spanish speakers available to assist you with your enquiry.
Navigating the website using the keyboard – for instructions on how to increase accessibility using your keyboard (rather than a standard mouse) please view the BBC website for set-up instructions.
Screen Readers – there are a range of screen readers that users can enable , but if you have a system that operates on Windows XP, Vista or Windows 7 you can access Microsoft’s Narrator program – which allows the words that appear on the screen to be read aloud. To turn this on got to Start menu and select Control Panel. Then click ‘Ease of Access’ –and ‘Ease of Access Center’. Click ‘Start Narrator’ (which can be found under the ‘Quick Access to Common Tools’ section).
Sitemap – our site includes a sitemap so that search engines and users can more easily find pages –you can find this by clicking here.
Use of CSS – we use CSS throughout the site in order that more browsers can access the data as well as screen readers, and in turn making the data more accessible. However, there is some data displayed in tables, if you are unable to access any information we would be happy to provide you with the information offline.
Browser Compatibility – during testing w have ensured that the following browers are compatible with our website – Internet Explorer 7 & 8, Mozilla Firefox 3.6, Google Chrome 14 and Apple Safari 5.

I wish to pay by bank transfer. What do I do?
Abercrombie & Kent Villas is a trading name of Abercrombie & Kent Ltd., St George's House, Ambrose Street, Cheltenham, Gloucestershire, GL50 3LG
If you wish to pay by bank transfer please remit the payable amount in one of the following accounts (depending on your preferred currency):
Sterling Account Details:
Bank: BARCLAYS BANK PLC
Address: 1 Churchill Place, London, E14 5HP
Sort Code: 203383
Account No: 73406164
Swift Code: BARCGB22
IBAN: GB55 BARC 2033 8373 4061 64

USD Account Details:
Bank: BARCLAYS BANK PLC
Address: 1 Churchill Place, London, E14 5HP
Sort Code: 203383
Account No: 78984833
Swift Code: BARCGB22
IBAN: GB17 BARC 2033 8378 9848 33

Euro Account Details:
Bank: BARCLAYS BANK PLC
Address: 1 Churchill Place, London, E14 5HP
Sort Code: 203383
Account No: 43893955
Swift Code: BARCGB22
IBAN: GB15 BARC 2033 8343 8939 55

If I need to cancel my booking, do I have to pay a cancellation fee?
The following cancellation charges are payable, dependent upon the number of days prior to the travel date A&K receives your notice of cancellation.

Days prior to Travel Date % of Total Holiday Cost
Advice of Cancellation Received
71 days or more Loss of deposit
70 days or fewer 100% of total holiday cost
During holiday 100% of total holiday cost
We strongly recommend that you secure adequate travel insurance, which should in most cases, include cover, under certain circumstances, against loss of deposit or cancellation fees, at the time of booking.

Is maid service provided?
With our A&K Hosted Upgrade Package maid service is guaranteed from Monday to Friday inclusive, however if you do not choose our A&K Hosted Package then the number of maid hours will vary per week from property to property. For exact details please view the 'Rates' tab of the individual villa pages.

Is my money protected?
Abercrombie & Kent is a member of ABTA (number V6398) providing you with protection in the unlikely event of our insolvency. In the unlikely event of our insolvency, ABTA members help holiday makers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, The Code of Conduct and the arbitration scheme available to you, or if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 0203 117 0500 or www.abta.com. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund money you have paid to us for an advance booking. For further information visit www.abta.com.

Is there telephone and internet access at the villas?
Internet arrangements vary from property to property and are sometimes metered (charges payable locally on departure). In some cases there is no landline telephone and due to the rural nature of many of our villas, cell telephone networks may be weak or non-existent. Your Villa Welcome Book will provide further information on telephone usage at your villa. There may be occasions when internet service is interrupted and whilst every effort will be made to resume the service, please note that Abercrombie & Kent Villas cannot be held responsible for loss of internet access (or the consequences of loss of access) during your holiday.

What additional services do you offer?
We are more than happy to try to arrange any additional services you may require. We offer, amongst others, chef or cook services, extra maid hours, sightseeing tours, airport transfers, ‘follow-me' service, pre-arrival shopping, car rentals, private jets and many more. It is strongly recommended that any extra services are booked well in advance of your holiday to avoid disappointment. A minimum of 10 weeks is recommended. Please contact your Travel Consultant by calling us on 0845 618 2205 (within UK) or +44 1242 547705.

What are my payment options?
Pay by credit card or debit card
We accept American Express, Visa, Mastercard, UK Maestro Debit Card and Visa Debit Card. Please note that using your credit card is subject to a service charge:
UK cardholders 1,5% (2% on Amex)
US cardholders 2.3% (3.6% on Amex)
All other cardholders 2.3% (including Amex)
No charge will be levied for debit cards.
2) Pay by bank transfer or cheque drawn on a US dollar, GBP sterling or Euro account

What credit cards do you accept?
We accept American Express, Visa, Mastercard, UK Maestro Debit Card and Visa Debit Card. Please note that using your credit card is subject to a service charge.

What does 'On Request' mean?

An 'On Request' villa is one where we need to double check the availability and therefore it cannot be booked and paid for immediately.

What does 'sleeps 10+2' mean?
On some of the property pages the occupancy is detailed as 'Sleeps # + #', for example 'Sleeps 10 + 2'. This means that the villa will comfortably accommodate 10 adults, but that an additional 2 guests could potentially be accommodated. However, the additional 2 could be child-sized beds/bedrooms or in separate accommodation which is not up to the same standard as the rest of the property. Obviously this will vary from villa to villa so please see the property page for details

What final travel documents will I receive and when?
You will receive the final travel documents 14 days prior to departure by post. This pack contains specific driving directions, a map of the region, your final itinerary with all extra services booked and a Welcome Book of the property.

What happens if I do not have JavaScript enabled on my computer?
Our website uses JavaScript (specifically jQuery) for features such as the interactive maps, registration process and our availability calendars. Therefore if you do not have JavaScript enabled this will impact on your website experience, as these features will not be able to function properly.
The team can be contacted by emailing info@akvillas.com or by calling +44 (0) 1242 547705

What happens if something goes wrong?
In the unlikely event of any problems occurring during your stay, or you require emergency assistance, you will always have a local A&K representative to call upon 24/7, as well as our offices (within working hours). As a back-up we also give you access to a Duty Manager on the telephone, therefore ensuring someone is always there to assist you. All contact telephone numbers will be detailed in your final documentation, which is normally sent 4 weeks prior to travelling. You must address any complaints immediately to the company so that we have the opportunity to try and rectify the situation for you.

What is an A&K villa rental?
Our A&K Villa Rental includes:
• Villa rental on an exclusive basis
• Utilities (gas, water, electricity), unless otherwise stated
• Towels, pool towels and bed linen as standard
• 1 cot & highchair (cot linen not provided)
• An A&K Local Representative will arrange to meet you on your arrival weekend and is then on call 24/7 in case of emergency. In some cases an A&K Representative is not required as the villa will have its own competent, local manager. All A&K clients are able to call an A&K emergency Duty Manager.
• Comprehensive information pack
• Local taxes and administration charges. Please note properties in the Caribbean are subject to local taxes.
• Villa’s own services – please check what additional services are provided as standard with a particular property - maid service, usage of air-conditioning, central and pool heating, etc can vary from property to property.
In a large number of our properties you may also choose to upgrade your services to our A&K Hosted package. Where variations to the below package exist, they will be noted on the villa’s web page, or please contact your A&K Reservations Consultant for further details.

Our A&K Hosted Upgrade Package (available at some properties) includes:
• All of the above services as well as:
• 1 x airport/station arrival welcome per group. An A&K Representative will be able to assist with collecting your car rental and assist in arranging onward transportation. Transport cost not included
• Personal welcome to the villa by your dedicated A&K Host. Your bi-lingual Host can be called upon at any time to assist you in any way throughout your stay:
- Re-confirming pre-booked services and confirming itinerary arrangements
- Making additional arrangements as required
- Suggesting and booking restaurants, visits, guided tours,
- Trouble shooting, language assistance
- Provide a check-out service
• A light, pre-prepared supper on your arrival evening prepared by your Host
• Drinks fridge stocked on arrival. Typically this consists of 4 bottles of wine, beer, soft drinks, juices, mineral water.
• Initial provisions & fresh flowers – jam, sugar, olive oil, tea, coffee, vinegar, cleaning provisions
• Complimentary pre-arrival shopping service. Simply tell us in advance what groceries you require and your Host will pre-stock the villa accordingly (cost of groceries is in addition).
• Introductory orientation tour of local area with your A&K Host. The best way to familiarise yourself with the local area on day 1, not day 7 (own transport required if not walking distance).
• Continental breakfast delivered on the first morning
• Daily maid service Monday to Friday (and on Saturdays for multiple week bookings)
• Mid-week linen and towel change
• Starter pack of luxurious toiletries per bathroom
What is included in the price I pay?
The price you pay depends on the service level you have chosen, and if you have upgraded to the A&K Hosted Package. Please refer to 'What is the A&K Hosted service and what does it include?'.
The weekly rates can be found on the 'Rates' tab of the individual properties as well as the specific inclusions and exclusions.

What is included in the basic villa rental price?
An A&K Villa rental includes the following:
- Exclusive use of your villa rental (Property and Garden)
- 1 x set of towels per person and bed linen as standard (changed weekly)
- 1 x A&K local representative on call 24/7 in case of emergency
- All basic utilities (water, electricity, gas) unless otherwise specified
Many of our villas offer an upgrade option to the A&K Hosted Service. {link to What is the A&K Hosted service and what does it include?)

What is NOT included in the price I pay?
Not included is the cost of obtaining passports and visas, meals, beverages or sightseeing, gratuities for staff, personal expenses such as telephone / internet charges / laundry / cook / chef / cot linen / heating / air-conditioning / pool heating (unless indicated otherwise), travel insurance, excess baggage charges, airfares or airport taxes, optional activities, anything not specifically included in the inclusions list of a property, any Government levies or taxes introduced after the publication of the relevant brochure and website, car rental or transportation to and from the property.

What is the A&K Hosted service and what does it include?
Our A&K Hosted Package offers a more inclusive service than our villa rental, which includes:
- Exclusive use of your villa rental
- All basic utilities (water, electricity, gas) unless otherwise specified
- Local taxes and administration charges
- 1 x airport/station arrival welcome, including assistance in arranging onward transportation
- Introductory orientation tour of local area with your A&K Host
- The services of an A&K Host – on call at any time during your stay for assistance, advice, guidance and troubleshooting
- A light supper on your arrival evening and a fruit bowl
- Continental breakfast delivered on the first morning
- Daily maid service Monday to Friday (and on Saturdays for multiple week bookings)
- Mid week linen and pool towel change
- Drinks fridge stocked on arrival and initial provisions
- Starter pack of luxurious toiletries per bathroom
- Comprehensive information pack

What is the changeover day?
Typically the changeover day at our villas is Saturday. We ask that you arrive between 4pm and 7pm on the first day of your stay, and to vacate the property by 10am on the departure day, unless otherwise specified. Some villas do have alternative changeover days and this is indicated on the 'Availability' tab of each property page.

What is the cost of a villa rental?
The weekly rates of our villas vary and details can be found on the 'Rates' tab of each individual property. If you're looking for a property in a specific price range please use our Advanced Search from any page of the website to narrow down your results. Please note that the rates shown on the search results are a 'from' price based on the lowest season, so should only be used as a guide. All rates shown are for renting the property on an exclusive basis.

What is the deposit?
Your booking is secured by paying the deposit of 30% of the total holiday cost. If you are booking within 70 days of the travel date, then full payment is required.

What is the minimum stay at a villa?
In general, villas can be booked on a 7 night minimum basis, normally running from a Saturday to a Saturday. Shorter breaks and/or alternative arrival days may be available during Low and Mid-season. Some villas also stipulate a minimum of 14 nights. For information relating to individual villas please see the 'Availability' tab on each property page.

What is the security deposit?
As per our booking terms and conditions a security deposit of 20% (or higher amount if required) of the weekly rental cost should be lodged at the time of booking. An additional 20% will be collected for rentals of 3 weeks or more. This is to protect property owners for the cost of any damage or loss caused by wilful or accidental damage by you or members of your party. The deposit is either collected, held and returned to you locally by the owner or is lodged with A&K in the form of a credit card authorisation as detailed on the booking form. It is incumbent on the property owner to advise us within 14 days of any claim they have in respect of damage, loss or unpaid amounts. Your credit card authorisation will be destroyed 28 days after the last day of the stay. In the event that you or your party does cause damage or loss to a property, you must agree with the owner or agent prior to departure, the cost of damages. It is usually impossible to reconcile such issues after departure if both parties are unable to agree the extent and cost of damages involved, and in such circumstances, A&K will debit the amount claimed from your credit card and then inform you in writing.

What services and facilities are available for families?
We understand that villa holidays are a popular choice with families so we provide a cot and a highchair at all of our villas, free of charge. If you require more facilities, please advise us at the time of booking and we will do our best to accommodate and a small charge may apply. However, not all of our villas are suitable for children for various reasons. Please refer to the note section in the 'Details' tab of the property page.

When is my balance due and how can I pay?
Your balance is due 70 days prior to your travel date. You can pay either by credit card, debit card, bank transfer or cheque.

Where can I find out about any special offers?
We occasionally have special offers; please visit our Special Offers page for the latest information.

Where will I collect the keys to my villa?
Your final travel documents will detail the arrangements of where to collect the keys. You will be met on arrival at the villa to ensure that you settle in comfortably.

Who has access to my credit card details?
Your credit card payment is processed by Barclays secure payment site. Your credit card details are encrypted and stored with Barclays.

Will I receive written confirmation of my villa booking?
Yes, as soon as you processed your credit card payment successfully you will receive a booking confirmation at you designated email address. However, if you paid by bank transfer or cheque you will receive a notification email first - this is not your booking confirmation. A bank transfer or cheque can take up to 5 working days. As soon as we receive the bank transfer / cheque we will send your booking confirmation to your email address.

Will you share my personal information?
Information you supply to us will not be passed to any third party. We may share Personal Information with law enforcement agencies in the event of a criminal investigation or suspected illegal activity. For full details please view our Privacy Policy on our legal page.