YOUR STAY, SIMPLIFIED

From choosing your property to planning the little extras, find answers to the questions guests ask us most. If there is anything else you would like to know, our team is happy to help.

BOOKING YOUR STAY

How do I book a stay?

Select your destination, dates and number of guests on our website to see available properties. Choose your preferred stay and follow the booking steps. Please check the property details, house rules and payment terms before confirming.

How do I choose the right property?

Each listing includes photographs, amenities, sleeping arrangements and occupancy details. If you would like help choosing, send us your dates, group size and what matters most to you, and we will help you explore suitable options.

When is payment due?

Your payment schedule, currency and any applicable charges are displayed during the booking process. Please review these details before completing your reservation.

What is your cancellation policy?

For direct bookings with us, cancellations made at least 30 days before check-in qualify for a full refund. Cancellations made fewer than 30 days before check-in are non-refundable, subject to applicable law. For reservations made through another booking platform, please refer to the cancellation policy attached to that reservation.

BEFORE YOU ARRIVE

What time are check-in and checkout?

Our standard check-in time is 3:00 p.m. and checkout is 11:00 a.m., unless your booking confirmation states otherwise. Some properties have a specific arrival window, so please share your expected arrival time in advance.

Can I request early check-in or late checkout?

Yes. Please contact us with your preferred time. Requests depend on availability and our property preparation schedule, and an additional fee may apply. Your requested time is only confirmed once our team approves it.

Do you need the names and identification of everyone staying?

We require the full names of all guests. Identification may also be required for check-in and community security. We will explain the requirements for your property before arrival. Some gated communities may request identification each time you enter.

How will I receive my arrival instructions?

We will send your property location, access information and check-in arrangements through your booking communications or guest portal before arrival. Please complete any requested check-in information and keep your contact details up to date.

DURING YOUR STAY

Who should I contact if I need help?

Message us through your booking platform or use the contact details provided in your arrival instructions. Our team will help with questions about the property and coordinate assistance when needed. For an immediate emergency, contact local emergency services first.

Is housekeeping included?

Housekeeping arrangements vary by property and length of stay. Your listing or booking confirmation will explain what is included. Additional cleaning may be available on request for an extra charge.

Can I invite visitors or arrange a celebration?

Visitor and event rules vary by property and community. Some properties allow registered guests only. Please contact us before inviting anyone or arranging vendors, decorations or a celebration. Where permitted, advance written approval and additional charges may apply.

When will my security deposit be released?

Where a refundable security deposit applies, it is released within 14 days after checkout, subject to any documented deductions permitted by your booking terms. Your bank or payment provider may take additional time to show the funds.

MAKE IT YOUR OWN

Can you arrange airport transfers or a driver?

Yes. We can help arrange airport transfers and transportation during your stay. Pricing depends on the route, group size and service requested. Send us your flight details and number of travellers for a quote.

Can we book a chef or have groceries ready on arrival?

Chef services and grocery pre-stocking can be arranged at selected properties, subject to availability. Let us know your preferences in advance so we can confirm options, pricing and what is included.

Can you help us plan experiences?

Yes. We can help arrange experiences such as private yacht outings, excursions and in-villa services. Tell us what you enjoy and we will share suitable options, availability and costs.

Can you accommodate allergies or special requirements?

Please tell us about allergies, accessibility needs or other important requirements before booking accommodation or additional services. We will check what the property or provider can accommodate. An allergy-free environment cannot be guaranteed.

STILL HAVE A QUESTION?