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Frequently Asked Questions

Frequently Asked Questions Frequently Asked Questions

If you have a question about Villas to Go or any of our services and you can't find the answer below, please give us a call on 01279 260170.

About Villas To Go - General Information

How do I contact Villas to Go?

Visit our contact us page where there is help on directing your question to the right department. You can also ask for a free call back - just click the button in the top right hand side of the page and provide your details (along with a convenient time for us to call you).

Alternatively, you can email us at: information@togogroup.com or call us on 01279 260170. If you are contacting us from outside of the UK, please call +44 (0)1279 260170.

What are your opening hours?

Mon - Fri: 08:00 to 20:00
Sat: 09:00 to 18:00
Sun: Closed

Mon - Fri: 09:00 to 17:30
Sat - Sun: Closed

How many clients do you cater for each season?

We currently help over 6000 people a year find their ideal holiday.

Why should I book with you?

Here are just a few of the reasons why.

How do I know my payment is safe?

We use Paypal card processing technology to administer all card payments either online or over the phone. In addition, all bookings made directly through us have Supplier Failure Insurance included free of charge. This means that in the very unlikely event that we cease trading prior to you taking your holiday, your will receive a refund of your monies up to the value of £1,000 per person.

Where can I read your customer feedback?

Feedback can be found on individual properties on the “reviews” tab. In addition, a selection of our recent feedback can be found on our about us page, as well as here.

Where do you have accommodation?

We have holiday villas and apartments in Portugal, The Balearics (Mallorca and Menorca), The Canaries (Lanzarote and Tenerife), as well as Spain.

Help Before Booking

I've never booked a self catering villa or apartment - how do I go about doing it?

It's simple really. There are 3 main elements to booking a self-catering villa or apartment:

  1. Booking the accommodation
  2. Booking flights to the nearest airport
  3. Arranging transport between the airport and the accommodation (hiring a car, or arranging a private transfer)

Villas to Go provide accommodation ONLY. You will need to make your own arrangements to get to and from the accommodation, but we can help point you in the right direction! There are links on our website to our preferred car hire and transfer suppliers, and we also operate a FREE flight-finder service, where we'll do the flight searching for you and point you in the direction of the best deals.

Once you have found a property that suits your needs and is available you can click to get a full quote and / or book online or on the phone. If you wish to secure your flights first, you can call us and we will be able to place your chosen accommodation on hold whilst you book your flights. We will not ask for any payment to place your accommodation on hold, but we will usually only be able to hold it for a maximum period of 24 hours.

Once you have booked your flights, you can phone us to complete your booking. After the booking is completed we will provide you with links to our preferred suppliers that may be able to help you with car-hire or transfers should you require them - or alternatively feel free to book your own elsewhere.

What is included in the price?

Our prices are for the accommodation only and unless where explicitly stated include cleaning at the beginning and end of your stay, all utility costs, all local taxes and Supplier Failure Insurance as standard. The price does not include flights or car-hire / transfers which we are unable to provide ourselves, however we can point you in the right direction for these services if you require.

What is a change over day?

A change-over day is a bit of “industry speak” and means the day in which a particular accommodation has clients check-in and out. Unlike hotels which accept bookings on every day of the week, self catering accommodation traditionally has 1 or 2 days a week where they will take new clients. The change-over days will vary depending on which destination you wish to go. In the Algarve for instance, the change-over days are traditionally Thursdays and Saturdays.

If you have any doubts about change-over dates for a particular property, or have found flights but they don't match a change-over day, please get in contact with us as many of our accommodation owners are flexible and may allow access check-in / out on any day of the week.

What does “on-request” mean?

A property can be on request for a number of reasons, among them:

  • If we are unsure whether the owner is taking bookings from other parties too and so it helps us to avoid “double-booking”.
  • If you are looking to check-in / out on a non change-over day.
  • If you are looking to book the property for an unusually short or long period of time.

If you have found a property that you wish to book for a particular date and duration and our website says it is on-request, it means that we will need to contact the owner to confirm it's availability. If you see this message, please fill out the booking request form with your details and we will respond to you within 24 hours.

Can you organise transfers between the airport and the accommodation?

Villas to Go do not offer a transfer service, but we do have preferred suppliers that do offer this service which we can put you in contact with who are familiar with our property locations.

Can you arrange car-hire for us?

As with transfers, we do not offer a car-hire service ourselves but we do have a link to a preferred supplier on our website, where you can browse for the best deals.

Can you arrange fights for us?

We do not offer a flight booking service, but we do offer a free, no-obligation flight finder service. We know trawling the internet for flights can be a drag, but our reservation team are used to it, so let us do the work for you, and we'll provide you with the cheapest flights that we can find that suit your criteria. All you have to do review our findings and book.

What damage waiver do you require?

We require a £12.00 non-refundable Accidental Damage Waiver (ADW) payable per person. This is not a deposit. If there are any breakages, the cost of replacement will be paid to the owner from this waiver. This covers accidental damage up to £100. Please see our terms and conditions.

How do I calculate the price?

All prices on our website are for the accommodation only for the chosen date and duration (if specified). The only thing you need to add to the general prices shown is the ADW of £12.00 per person, as well as any extras (air conditioning, cot hire, pool heating etc...) that you may wish to take advantage of.

You can obtain a full quote for your chosen accommodation by putting in your dates and duration, and then clicking the “book now” button on the subsequent screen. From there you can go on to book, or email yourself (or a friend) the quote for future reference.

Can you email me a quote?

Yes. Once you have obtained a full quote for your chosen accommodation on our website, please click the “email quote” link directly beneath the price and we will send it straight to your inbox.

I want to send some villas I'm interested in to a friend, can you help me?

Yes. When browsing our website, you will notice that when we list the accommodation, as well as when you are viewing an individual property, there are links which say “add to shortlist” or “remove from shortlist”. Click these links as desired and the property will go into (or be removed) from your own personal shortlist.

At the top of our web page, there is a link titled “Shortlist” which will also have a number beside it corresponding to the number of properties that you have in your shortlist. Click this link and you can view all your shortlisted properties at any time.

From your shortlist page you will see a link entitled “email shortlist” - just click this link and fill out the email address and you can send the shortlist to any of your travelling party or yourself.

Do you produce a printed brochure?

We do not produce a printed brochure. This helps us keep our costs down, offer accurate and up to date information and provide you with the best value villas and apartments as well as doing our bit to help the environment.

Can I see your accommodation on a map?

Yes. Most of properties are plotted on Google Maps which can be found on the “location” tab. You can also see all the properties plotted on a single map for your particular search, by clicking the map button on the top right of the page when presented with a list of properties.

I want to book some accommodation but I cannot find anything suitable on your website, can you help me?

Certainly. We are constantly receiving new properties to market but at certain points of the season we might not have had time to load them onto our website. If you cannot find what you are looking for, drop us a line, email us your enquiry or request a free call-back stating your requirements and we'll do our best to come up with some suggestions.

Can you reserve accommodation for me whilst I book my flights?

Absolutely. Contact us by phone, email or request a free call back, and we can place your chosen property on hold whilst you book your flights. Please note that most holds will last a maximum of 24 hours.

I want to book a short break. Can I do this?

We pride ourselves on working with owners and agents that are flexible. Most of our villas and apartments can be booked from 5 nights to 5 months online, but if you have any doubts, or want to book a shorter duration that that, please contact us first so that we can double-check.

Is there a minimum or maximum length of rental?

Our standard rental periods are 7 days multiples, so 7 days, 14 days etc...

Many properties however can be booked online for 5 night durations, but in peak periods, owners are less inclined to allow short booking durations as it restricts the returns they can make. If you wish to book less than 7 days (perhaps as little as 3 nights), then please get in contact with us and we'll do our best to find you something suitable.

What travel documents will I receive with my booking?

Travel documents include:

  • Region / Resort notes: Explains regional / local customs, places of interest, things to do, useful contact numbers, local agent and / or rep contact number.
  • Directions: Text document detailing directions from local airport to property.
  • Key Collection Instructions: If applicable we will detail where and when to pick up keys to access your property.

When will I receive my travel documents?

We will endeavour to send all travel documents (including resort notes, directions to the property and key-collection instructions) approximately 10 days before departure, provided we have received full payment for the booking. These documents will be sent by email. If you require them to be provided in another format, please let us know prior to departure.

Will we be met at the airport?

No, however, if you have the option of a representative visit and take advantage of this service, one of our team will visit you within the first few days of your holiday. If this service is not available in your destination or if you choose not to utilise this service, your travel documents will have local contact numbers should you need assistance.

Why do you need our flight details?

Many extras that you may have ordered with the villa (transfers, car hire, cots etc.) require the arrival and departure times to arrange the orders. In addition, we provide your arrival and departure times to the house managers who will in turn try to clean the villas in a logical order, so if you are arriving early they will try and clean the villa earlier, and if you are departing late they will leave the villa until later - this is not guaranteed however as they have many houses to do in a short time.

Who do I contact if something goes wrong in the villa?

Included in your travel documents will be details of your house manager who will be your first port of call in the unlikely event that something goes wrong or breaks down.

What are the passport requirements?

All clients must carry a full 10 year passport with at least 6 months validity before expiry date. Visas may be required by clients who do not have UK passports. Visa are required for US visits. For more information visit www.ukpa.gov.uk.

Accommodation Queries

What time can we get into the accommodation and what time do we have to leave?

Our standard check in time is 16:00 and the check-out time is 10:00. Please take this into account when booking your flights.

Can we get early access to our accommodation or leave later?

Contractually we have to allow the cleaners from 10:00 until 16:00 to prepare the properties for the next arrivals. If you need help with luggage storage or somewhere to stay for the last day, please let us know prior to travelling.

We arrive late, can you arrange a welcome pack for us?

Yes we can. You can either order at the time of booking, listed under ‘Add Extras’, or you can add a welcome pack to your booking at any time up to a few days before departure. We recommend clients arriving after 18:00 do order a food pack as local shops may be closed after this time. Below is an approximate guide to what contents can be expected, though these will vary depending on local availability.

Item 1-4 Persons 5-8 Persons 9-12 Persons
Loaf Bread 1 2 3
Sliced Cheese 1 1 2
Tea Bags 20 40 60
Sugar Sachets 6 10 15
Coffee Jar Small Medium Large
Litre Long Life Milk 1 2 2
Large Water Bottle 1 2 2
Toilet Paper Rolls 2 4 6
Rubbish Bin Bags 2 2 4
Washing up Liquid 1 1 1
Dish Cloth 1 1 1
Bottle of Carbonated Soft Drink 1 1 2
Bottle of Local Wine 1 1 2
Butter 1 1 1
Marmalade 1 1 1

Will there be any consumables at the accommodation when we arrive?

No, unless you have pre-ordered a welcome pack.

Are towels and linen provided at the accommodation?

Yes. Linen and house towels as well as maid service, pool / garden maintenance and utilities are all included in the accommodation price. We can also provide beach towels (saving you taking bulky items by air) for a small extra charge - please add these to your purchase at the time of booking if you require them at your accommodation.

Is maid service provided?

Maid service varies at each individual property and can consist of preparation only with linen and towels as a minimum, to five days per week with daily towel change and weekly linen change. The precise details will be stated on your chosen property.

Will I need to take travel adaptor plugs?

Yes, the accommodation will be fitted with local plug sockets so you will need to provide your own adaptors for any electrical items you take with you.

Is satellite television provided and if so, what channels can I expect to receive?

Selected properties will have satellite provided. Look out for the satellite icon in the property details. In the event that the property does have satellite, the channels provided will be local satellite in the country that you are visiting. Limited English speaking channels are available, please do not expect the usual satellite channels you receive at home.

Will I need pool heating and if so, when is it available?

Whether your pool will need heating will depend on the weather conditions prevailing at the time of your stay though if you are booking in spring or autumn months, the likelihood of requiring pool heating will rise. Many of our private villas will have pool heating as a chargeable extra that you can add at the time of booking. If you require more information on pool heating prior to booking, please contact us and we'll be happy to advise you.

Where will I collect the keys to my accommodation?

Details regarding your key collection will be sent to you with your travel documents. Collection points do vary depending on the destination and the accommodation you are traveling to.

Can you arrange extra beds for additional party members?

Yes. In many of our villas we can arrange foldaway beds for children for a supplemental fee. These can be added to the accommodation as an extra at the time of booking. Alternatively you can contact us prior to your booking to discuss.

Is internet access available, and if so, what are the speeds and charges?

We can provide a wireless dongle for selected villas in the Algarve. For any villa where this possible you will be able to add the wireless dongle to your accommodation as a chargeable extra during the booking process or after booking should you require. As well as a charge for this service, we will require a refundable deposit which will be returned to your party once the wireless dongle has been returned to our house manager or left in the accommodation in accordance with our instructions.

In addition, some villas will come with free internet access (wired broadband, or satellite wireless) - this will be detailed in the property particulars.

Finally, on all “Much More” villas, a wireless dongle for internet access will be provided free of charge. Please note that we will still require a refundable deposit for this service.

Does you provide TV, DVD or games consoles?

Most of our properties will have a TV and DVD player as standard - look out for the icon and details in our descriptions. If games consoles are not mentioned in the description, they may be available as a chargeable extra.

Are ironing appliances available?

Generally all accommodation types will have iron and ironing boards.

Are hairdryers provided?

No, you will need to take your own hairdryer.

Payment Queries

How can I pay the balance of my holiday?

You can pay the balance of your holiday at any time on or before the due date. Your Booking confirmation email will have a link to the online payment area where you will be able to make a payment. Alternatively, just click here, and enter your details to log into your secure payment area to make a payment.

When is the balance due on my holiday?

The balance of your holiday is due 16 weeks before departure. If you are booking a holiday whereby travel is within 16 weeks, then the full amount of the holiday will be due at the time of the booking.

What payment do you accept?

We accept the following types of payment:

  • Credit / Debit Card: there is a 2% surcharge for using this service. We regret that we are unable to process Electron or Amex cards at this time.
  • Paypal: Please contact us for details of the address to make payment to.
  • Bank Transfer: You can pay direct from your bank to ours, avoiding any surcharges in the process. Details made available at time of booking or on request.
  • Cheque: Fill out a cheque with your name and booking details written clearly on the back and send it to:

    TGG Travel Ltd
    The Apex
    2 Sheriffs Orchard
    CV1 3PP

What if I have to cancel?

Please refer to our terms and conditions for full details on our cancellation policy. Please note that if the events that led to your cancellation are beyond your control, then your personal travel insurance policy may be able to refund you where applicable.

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