Book with confidence when making your reservation with Tenerife Villa Stays, we are very passionate about payment protection and knowing that your money is safe and preventing fraud. All properties on our platform have been verified before the property has been added, we have checked and verified all properties owners listed on our platform and we have a tracking history with each of them for your piece of mind.
When booking direct with Tenerife Villa Stays you will be automatically included in our Payment Protection Policy.
You are protected in the following ways:
Tenerife Villa Stays will fully refund you if you are prevented/denied access to the accommodation.
Tenerife Villa Stays will refund you if the owner double books your accommodation and does not offer reasonably similar accommodation.
Tenerife Villa Stays will refund you if the owner cancels the booking prior to check in and does not offer reasonably similar accommodation.
Tenerife Villa Stays will refund you if the renter arrives at the property to find major differences at the property than what was advertised in the description. For example if there was no pool when you arrived and the property was advertised with a pool, or advertised as 5 bedroom and actually 3 bedroom. (This policy does not cover item which are not a permanent fixture of the property, for example listed with a TV in every room but one room is missing a TV).
IF YOU DON’T BOOK YOUR ACCOMMODATION DIRECTLY WITH TENERIFE VILLA STAYS YOU WILL NOT QUALIFY FOR THIS POLICY.
WHEN TO MAKE A CLAIM
A condition of this policy, before you make a claim you must discuss any issues directly and fairly with the property manager/representative in order to help resolve any matters. In order to make a claim, the renter must contact us no later than midday the next day after your check in day, we strictly do not entertain any claims after this cut off time. You will find all contact details on our contact us page.
HOW TO MAKE A CLAIM
Please supply the following information;
- Name of party leader.
- Name of property.
- Check in date.
- Reason for claim.
- Confirmation that no charge backs from card supplier will be place by the renter who made the payments.
PAYMENTS
- All refunds will be made in the currency that the original booking was paid in and to the person that made the payment.
- All refunds will be made by BACS transfer.
AFTER THE CLAIM
All claims will be thoroughly investigated and will be acted upon on an individual basis and that all claims meet all conditions set out in our policy, we aim to conclude our investigations as quickly a possible.
WHAT IS NOT INCLUDED IN THE PAYMENT PROTECTION POLICY
- Any claims made to us after midday the day after your check in day.
- Only listings that have the Payment Guarantee Logo
- Any reservations that did not book directly with Tenerife Villa Stay.
- All cleaning and maintenance issues at the property (unlikely as all properties are maintained regularly).
- Issues that are out of control of the owners.