casa jacaranda

Firstly check to see if you paid the refundable breakage deposit or the non-refundable breakage waiver. Some properties only offer the waiver option. You can check to see what you paid in your renters area under 'view booking/make payment'.

Your breakage deposit is automatically refunded to your card the date is dependant on what length of time after the end of the booking the owner has set in order to give them enough time to check for any breakages and make any claims. Usually this is around 2 weeks. The exact date though will be in your contract and you will also be able to view the date from within your account.

You will either pay a refundable breakage deposit or a non-refundable breakage waiver when making a booking.

Some owners give you the option to pay either but others request you only pay the waiver and others request you only pay the refundable deposit.

Breakage waivers are non refundable amount of £25 (or currency equivalent).

Firstly check to see if you paid the refundable breakage deposit or the non-refundable breakage waiver. You can do this from your renters account under ‘view booking/make payment’

If you have paid the refundable deposit check the day it is due to be returned. You can see this in your renter’s account in your terms and conditions and also on the ‘view booking/make payment’ page.

If the date has passed check which card you used to make the payment with. Has it expired? If the card has expired you will be given the option to add your bank account details into your  renter account and we will transfer the refund. We will contact you if this needs to be done.

Go to the property advert page and click on Book.  

Enter your dates and number of people in the party. Then click re-calculate quote. This will bring up a detailed booking quote. Check the details of the quote and if you are happy click on the continue button. You will be prompted to login/register if you havent already. You will then be able to add all the relevant details.  

Our owners are alerted by email and sms text message, and will either accept or decline your booking. If the booking is accepted you will be notified via e-mail. If the property is marked as Instant Confirmation then this step occurs immediately and you get an automated email giving you instructions on how to pay. Our owners require their customers to pay a deposit on booking followed by the balance prior to taking occupation. If the booking is a late booking you may also be required to pay the balance at the same time as the deposit. 

Most will also ask for a breakages deposit/breakage waiver at the same time as the balance is due. The exact amounts and timing will depend on the individual owner and the timings will be clearly presented to you on screen and by email.

The deposit/full amount must be paid before the said due date to secure the booking. After payment of the deposit you will both have access to each others contact details

Once the balance has been paid you will receive an e-mail containing arrival/key collection instructions so that you can access the property

Villarenters do not manage bookings on behalf of the members - we rely on them responding directly to you through the booking system. We monitor the activity of members and award them index points for providing good service.  This is clearly displayed on all our properties to assist you with your choice.

Some members are quicker at replying than others - we send out a reminder every 24 hours. Plus we also send out SMS text messages. If after 3 days you have not received a response we advise that you try booking another property.

We suggest that if you are searching for an alternative property you refer to the owners RentalSystems Index score which is displayed in the top right hand corner of the property details.  Owners are rated from 0 upwards and those with higher index scores have proven to Villarenters that they are good owners and we will have done a lot of business with them.  You will have a much greater chance of receiving a prompt and affirmative reply to your booking request with an owner with a higher index.    

The payment due dates are set by the owner. A deposit is due soon after the booking is confirmed. You must then pay a balance. You will be sent a reminder to make a payment close to the due date. You can also see the payment due dates in your account under view booking/make payment. Instant bookings request payment as soon as you receive email confirmation from the owner/agent

The deposit/full amount must be paid before the said due date to secure the booking. After payment of the deposit you will both have access to each others contact details

Once the balance has been paid you will receive an e-mail containing arrival/key collection instructions so that you can access the property

Villarenters primarily deals in short term lets specifically for holidays. However some owners do offer long stay discounts. You can contact owners by using the owner info and enquiries tab on the propertys advert.

You can also search for properties that offer long stay discounts using the special offers filter in the search results.

In the rare event that you need to make a complaint regarding a booking please remember that the contract  is between you and the property manager and not Villarenters. Villarenters cannot be held responsible for any inaccuracies published by our members use of our software.

In the first instance therefore you must contact the member to make your complaint. Most issues are resolved if the members are notified as soon as possible. You must allow a reasonable amount of time for the member to put things right

Secondly, if you choose to you should use the review a property feature to express your opinion and allow the member to respond. Every booking receives an invitation to review a property by a link in an email or you can go to your property and click on reviews.  According to how you score the property this may affect the property's ranking in Villarenters through the RentalSystems Index  and will certainly affect their Customer Rating. Members generally take great pride in their reputation and will take poor reviews very seriously.

We also take complaints very seriously and monitor all reviews of properties. In extreme cases we may remove a property that has had consistently poor reviews

If after having exhausted efforts to reach a conclusion to a complaint we will make every effort to arbitrate between the two parties to the best of our capacity. If you feel that Villarenters needs to intervene please email us

You will need to contact the property manager to ask if this is possible. They will be able to edit your booking accordingly. To contact them please login and go to your bookings area. There is a contact member button in there.

Have you registered with Villarenters twice? It is quite common for holidaymakers to have more then one account, one with the booking in and one which is disused. Please double check you do not have any further accounts with us.

Please allow owners between 2-3 days to respond to your booking request.

Most owners respond within 48 hours. As soon as you make your booking request the owner is notified by email. They will receive an email daily until they respond. We also send SMS messages to them.

If you have not heard from them within this time period we suggest you have a look on www.villarenters.com for more properties. Please note you can make several booking requests as there is no commitment to a booking until you make a payment. Look out for Instant Confirmation properties - they have guaranteed availability and so you will receive a response immediately after making a booking request.

We recommend you look at the RentalSystems Index. This is a rating we give each property according to how much business we have done with them. Those with a high index are possibly more reliable and could respond a lot quicker.

Due to security reasons we can not refund the deposit to a different card other than the one used to make the payment.

Once the refund is due we will send you an email.

Login to your Villarenters account and go to your bookings area. Click on the View Booking/Make Payment button. This will take you do a breakdown of the prices and due dates. Read and accept the terms and conditions. Once you have argreed to those the payment button will appear below. Click on the Make a payments button.

 Click on Pay deposit or Pay deposit & Balance. Enter your card details and click on make payment. To change any details about your booking you must contact the owner and request the change. To E-mail the owner, Click on Contact Member from your Renters area when you first login.

When you have paid the balance and breakages deposit/waiver you will receive instructions with your payment advice.

If you have not received the email login to your renters account and click on 'arrival instructions'. From there you will see the same details that would have been in the email.

You also have the full contact details of the owners at this point too. You will find them in your renters account under the 'contact member' button.

You must login to your renters account and go to your bookings area to make a payment. 

Then click on view booking/make payment: 


On clicking that you shall be taken to a new page. Read the terms and conditions and click to agree. There you will find a make payment button: 


On clicking that you shall be able to put in your credit card details and go ahead and make the payment.

Some properties have their prices listed in pound sterling. Others are listed in Euros or Dollars. However, if you are paying in a foreign currency it should not affect the way you pay. All you have to do is pay by credit card the same way you would for any other booking.

To find an accurate conversion rate visit www.xe.com.

If this has happened you must contact Villarenters direct. Please us the contact us form on the site.

Yes. If you have a problem when trying to make a payment using your card we suggest you contact us.

Mastercard, Visa, Amex, Switch Maestro, Visa Debit, Delta, Electron.

Please note: We cannot accept Maestro on bookings in Euros and Dollars.
There is a small fee for processing card payments.

Yes. In the unlikely event that on arrival your accommodation is not available or is materially different from that displayed on the website, we will reimburse you in full. Please refer to our terms and conditons for full details.

No. We do not personally inspect the properties - all questions about the property should be directed to the member.

If you want to ask property specific questions the best thing to do is send the owner an enquiry. You can do this by clicking on the owner info and enquiries tab at the top of the propertys advert.

We do provide a feedback system allowing you to review any property that you stay in. This is how you can be assured you are getting a good property by reading the reviews of other people experiences who have stayed there previously

There is a password reminder link on the login page. All you need to remember is your email address ....so if you have forgotten your password you can get them emailed to you.

The RentalSystems Index evaluates the activity of the owner/manager.Essentially the more bookings that we process for the property, the more confidently we can recommend a property, plus, the more likely the calendar will be up-to-date and accurate. We also monitor the number of booking requests that are declined due to inaccurate calendar and/or pricing. - We think you should have that information before you book to avoid disappointment due to inaccurate calendars.

The higher the score the more likely the availability calendar is accurate and up to date, the more likely you are to get a favorable response to your booking request and the more we can recommend a property.

That’s not to say a property with a poor RentalSystems Index is to be avoided – it’s just our way of telling you what we know about a listing. Note that new properties start off with a score of 50.

The 30 minutes response time refers to the email copy of your booking request that we send out automatically NOT the confirmation from the owner/agent.

If you dont get any email from us within 30 minutes you need to check that you have entered your email address correctly and that any spam filters have not blocked our emails.

Reviews from customers that have been processed through the system improve the members index as well as contributing to the customer star rating. Obviously the more stars the more the index goes up. However please remember that the index is primarily about booking performance so reviews do not have a great effect on the points.

Reviews from guests added by the property manager(for example from guests who stayed previous to the property manager joining Villarenters or guests that have stayed but have not been processed through the system) do not give any index advantage.

We do this because we are only able to verify guests that have booked through the system and this gives customers a true assesment of what we know about the property

You are booking directly with the owner and your contract is with them but all payments are handled by us, RentalSystems.com Ltd, a subsidiary of Teletext Holidays and the Daily Mail & General Trust plc.