Frequently Asked Questions
Q: Who is Haven on Earth?
A: Haven on Earth LTD is a family run business that began trading as Spanish Haven in 2001 and became Haven on Earth in 2006 when other countries were introduced. Haven on Earth is dedicated to providing a first class service to its customers as personal service really does count. For more information please see the About Us page.
Q: How do I contact Haven on Earth?
Tel: 0044 (0)20 8941 1700
Fax: 0044 (0)20 8941 6701
Address: 117 Walton Road, East Molesey, Surrey, KT8 0DT, UK
Q: What are your opening hours?
A: Although we have official opening hours, our office is often manned outside these opening hours, so if you cannot get through to someone on the telephone, please leave a message and someone will get back to you as soon as possible. Emails are also checked and answered outside these hours:
Monday – Friday: 09:00 – 18:00
Saturday: 10:00 – 16:00 (between January and August)
Sunday & Bank Holidays: Closed
Q: Are your changeover days fixed?
A: In the peak season, changeover days are generally fixed. Most properties operate a Friday or Saturday changeover, but some may operate a weekday changeover. Out of season owners tend to be more flexible and will offer alternative changeover days.
Q: What is included in the rental rates?
A: Prices shown on our website are weekly rental rates. The rate includes one week hire of the property. Prices are not based on per person sharing. Rates usually include initial & final clean (some exceptions apply, please check the property listing for more details), linen & towels in most cases, utilities, full use of the property as detailed in the booking form at the time of booking. Please note that for some of our properties the linen & towels are not included in the rental rate and will be payable before arrival. In some properties air conditioning is charged as a supplement, details should be stated online. In addition, during the winter months, a heating supplement may be charged. Details of any additional charges for linen & towels will be outlined on the booking form at time of booking. Please contact us with any queries.
Q: Where can I find customer testimonials?
A: Every year we receive more and more feedback from our customers and you can find these comments on the Testimonials page under the About Us heading on the top banner of our website.
Q: Where do you have rental properties?
A: We currently rent properties in the Costa Brava, the Algarve, Mallorca, Ibiza and Barbados. We also have some properties near Lisbon. Every year we consider and visit new areas that we think compliment our current portfolio and welcome suggestions from our clients. So we may well have properties is other areas than the ones currently listed on our website.
Q: Are there age restrictions for rental properties?
A: Most owners and local management do stipulate minimum age restrictions for rental of their properties. If you are a young group or single sex group then please state this at the time of booking so that checks can be made. If the owners do allow young group bookings they will often request a larger breakage deposit (refundable subject to satisfactory check-out) which will often be payable in cash.
Q: How do I book?
A: Once you have found your perfect holiday accommodation and we have confirmed availability, please contact us by email: email@example.com or telephone: 0044 (0)20 8941 1700 to let us know that you wish to book and we will take you through the booking process. To find out more, please see our How to Book page.
Q: Do you offer airport transfers?
A: We do not include airport transfers as standard in our holiday rentals. We do have local contacts that can arrange these services, so please let us know your requests.
Q: Do I have to pay a breakage deposits?
A: Yes you do. You may be asked to pay a breakage deposit with your balance which is refundable after your holiday subject to satisfactory check-out. Or a breakage deposit will be payable on arrival by cash, cheque or credit card details. Details of your breakage deposit will be clearly stated at the time of booking. Breakage deposits that are payable before arrival can only be paid by bank transfer.
Q: Will I be met at the airport?
A: No. You will be given detailed directions prior to departure on how to reach your rental accommodation from the airport. We strongly recommend that you research the route prior to departure and it is essential that you take the directions that we send you. We also recommend that you use a Sat Nav to reach your accommodation, many car hire companies hire these to customers. Alternatively, you may wish to use a maps app on your mobile (make sure you have data roaming). You will either go straight to the property where you will be met or be given instructions to access the keys; or you will be directed to the local management office where you will check-in and be given keys and detailed instructions on how to arrive at the property.
Q: When can I check-in/out?
A: Check-in time: usually 16:00 (sometimes from 17:00) & Check-out time: 10:00
Please consider these times when booking your flights. No early check ins or late check outs can be guaranteed.
Q: Can I check-in early?
A: During peak season there is no guarantee that you will be able to check-in early as local management will be extremely busy preparing the properties for your arrival along with many other arrivals on the same day. Generally the possibility of early check-in can only be confirmed on arrival locally. Out of season it is more likely that an early check-in can be given, but there are still no guarantees.
Q: Can I check-out later?
A: As with early check-ins, it is extremely unlikely that you will be able to check-out of your accommodation later than 10:00. Most of our villas are rented solidly during the peak season and therefore it is extremely likely that there will be other guests checking-in on the day that you check-out. The housekeeping need the time between check-out & check-in to prepare the property. You may wish to check this locally. Out of season it is more likely that a later check-out can be given, but there are still no guarantees.
Q: What happens if I am are arriving late?
A: We do have procedures in place should you be arriving late to your accommodation. We must be notified in advance of your late arrival so that arrangements can be made. You will either be given a code for a key safe that will be outside your accommodation or a local management office, or you will be met by a local representative. Arrangements will be made prior to your departure. You will be given emergency contact numbers should you have any problems. You may wish to order a food pack for your arrival.
Q: How do I collect the keys to my rental property?
A: You will be sent details of key collection with your Final Documents that you will be sent a few weeks before departure. You will either collect the keys from a local representative who will meet you at the property, or you will be directed to the office of a local management company where you will be given keys and details of your accommodation. In some cases you will be directed to the property and issued with a code for a key safe which will be outside the property.
Q: Will I be met at the property by a local representative
A: In some cases you will be given directions to the property where you will be met by a local representative. In other cases you will be given directions to the office of a local management company where you will meet a local representative. You will be given all of the details a few weeks before departure. If you are in any doubt, please do not hesitate to contact us.
Q: Why do you need our arrival details and departure details?
A: We request your arrival/departure flight details so that we can pass these on to the local management/housekeeping so that they know what time to expect you and plan their cleaning schedules accordingly. It is very important that we do this so that the start to your holiday can be an enjoyable and relaxing one. The housekeeping will endeavour to prepare the property in time for your arrival, but there are no guarantees for early check-in.
Q: How do we get to our accommodation?
A: You may wish to hire a car from the airport to get to your accommodation. We advise that you do this in advance as you will often get the best rates, click here for car hire quotes. You will be sent directions to get to your accommodation from the airport, but we also recommend that you have access to sat. nav. Car hire also gives you the freedom to explore the area in which you are staying. Alternatively you may wish to take a taxi or transfer from the airport to your accommodation. We can give you details of local taxi companies, so please contact us for more information or you can obtain quotes. Please see our How to Arrive page for information on distances and local airports.
Car Hire is available through AutoEurope and your car hire contract would be through them and independent of Haven on Earth.
Q: Can we order any extras?
A: Yes you can. We offer a range of optional extras that you can order to get your holiday off to a great start. You will be sent details of extras available and rates at the time of booking. For more information, please see our Optional Extras or click here for our Holiday Extras page. Please contact us for more information.
Q: Do I need to pay a deposit when I book?
A: Yes. In order to confirm your booking we require between 30% - 50% deposit when you book and there are various methods of payments that we accept. For more information please see the payment section on our How to Book page.
Q: What payment methods do you accept?
A: You can pay in Sterling or Euros (for Euro payment you will be given a rate when you book). We accept most major debit and credit cards in Sterling. You can also pay by bank transfer in either Sterling or Euros. We are currently only able to accept Euro payments via bank transfer. All extras payments and damage deposits must be paid by bank transfer.
Q: What happens if I cancel my holiday?
A: We strongly advise that you take out holiday insurance as soon as you book your holiday accommodation so that you are covered in the event that you should need to cancel your holiday if you cannot travel (please check your insurance policy for terms and conditions). Should you or any member of your party cancel your booking once it has been confirmed, the person signing the booking form must give notification in writing to us. If you cancel and the written cancellation advice is received by us more than 10 weeks before the date of departure, the deposit only will be forfeited. Cancellation within 10 weeks of departure will incur the full rental charge.
Since Covid has been with us, we have had to adapt to constantly changing circumstances. We will always try to be as amenable as possible and try to find the best solution.
Q: What if you cancel my holiday?
A: We promise we will only cancel your confirmed booking 10 weeks or less before departure where you have failed to make full payment on time or as a result of circumstances outside our control/"force majeure" as defined in our Terms & Conditions or in other unique circumstances which are also beyond our control. In the highly unlikely event that we should have to cancel your reservation, we will offer you alternative accommodation & should we be unable to offer alternative ccommodation a full refund will be made. Please see our Terms & Conditions for more information.
If you have any further queries please get in touch on 0044 (0) 20 8941 1700 or email us firstname.lastname@example.org