FAQ

Will someone from Carmelo meet me at the property? Depending on your time of arrival, our Guest Relations rep will be waiting for you inside the property to hand you the keys and show you around. If outside of office hours, you will be guided to a self check-in, whereby you can let yourself in. 48 hours prior to your arrival, our team will contact you to confirm the check-in time. If there are any changes to your plans, please let us know as soon as you can.

Who is my point of contact?
One of our Guest Relations team will be available to answer your questions and help with any requests before and after your arrival - from arranging a baby crib at the property to booking restaurants and attractions during your stay.

What are the basic amenities in a Carmelo Property?
All our properties are equipped with high-end toiletries & bathroom amenities, plush towels & linen and most of them have a Nespresso machine with capsules provided.
Every property has a dishwasher, washing machine and clothing line, an iron and ironing board, a hairdryer, cleaning products and equipment, a vacuum cleaner, WiFi and a fully equipped kitchen. We also offer extended housekeeping services such as laundry, dry cleaning & grocery delivery which can be requested when making your reservation or added during your stay.

Do we need to bring an ID or passport?
Yes, we will need to make a copy of your passport. All tourists will be required to show a B2 slip from the airport in order to be eligible for a VAT refund.

Will you need a security deposit?
Yes, a security deposit will be taken in cash/ bank transfer or will be blocked on your credit card and released 48 hours after your departure.

What's the security deposit for?
In case of: Damaged or broken furniture, damaged appliances or lighting, damaged television or sound system, stained or damaged walls and upholstery, broken dishes, windows or mirrors, damaged or missing accessories , flooding or fire. If damage is incurred during your stay, please contact your Guest Relations rep.

Can I extend my stay once I'm in the property?
Of course! It is, however, subject to availability. Contact your Guest Relations rep to make the request. If the property is available, we will be happy to accommodate you, if there is no availability, we’ll try to offer another similar property.

Should I provide my own linen and towels?
No need, all our properties are equipped with high-end bathroom amenities and plush linen and towels.

Should we wash our sheets before check out?
Absolutely not - we'll take care of all that. All you need to do is sit back and relax.

Are there any cleaning products in my holiday property?
All our properties are cleaned and organised to a high standard ahead of your arrival. If needed, the properties are equipped with a broom, mop, sponges and floor/ window detergents. If you would like to book additional housekeeping, please book it during the reservation process or contact your Guest Relations.

Do Carmelo properties have an internet connection?
All of our properties have WiFi internet connection.

Are there any house rules?
Our properties have a strict no-smoking and no-pet policy. The rest of the rules will be sent over with your confirmation email.

How many sets of keys will I get?
You'll be provided with one set of keys. But larger properties (3 bedrooms or more) will grant an additional set. Some properties also have digital door codes.

Who do I speak to if I experience issues with the property?
Just call or chat with your Guest Relations rep, and we'll address the problem right away

Can I get a price quote without booking?

Sure, you can do it easily through the website – just select your dates and property and follow the reservation process for a price quote.. In order to secure your selected holiday property, we recommend not to delay your booking while the place is still available, Carmelo properties tend to get snapped up pretty fast ;)

Can I cook in the property?
Go ahead and unleash your inner master chef! Each property comes with a fully-equipped kitchen.

Where can I park?
Some of our properties have designated parking spaces. For those that don't, the best parking would be on parallel streets where the sidewalk is unmarked. You can also park where the sidewalk is marked blue and white, however, this is paid parking (by meter) and you will need to download the 'Pango' app.

Is it safe?
All Carmelo properties are completely secure with private access only. Moreover, thanks to our property insurance policy, you can enjoy your stay worry-free.

At what time can I check-in and check-out?
Check-in is available from 15:00 and check-out is at 11:00 on the day of your departure.

What if I want to have an early check-in or a late check-out?
An early check-in is certainly possible as long as the property is ready. If a late check-out is available, you'll be charged half the price of the following night. Depending on the circumstances, we'll try and find the best solution for you.

Can I store my luggage with you if I leave a little later or come earlier than my check-in time?
Yes, you're more than welcome to drop off your bags with your Guest Relations rep for a few hours.

Will someone be there when I leave?
This can be coordinated with your Guest Relations rep and will depend on your time of departure.

What should I do when I leave?
Just leave the keys. Please make sure to turn off all lights, air conditioning and leave the doors and windows shut. Please do not concern yourself with washing-up or cleaning, we’ll take care of all that.

We know that as a modern traveller, you enjoy the finer things in life and like to treat yourself right (all the more so while on vacation) - so we added even more services to cater to your comfort - something we like to call the “Extra Carmelo Services”.

Whether you’d like an airport transfer, housekeeping, a private chef, dry cleaning, and so much more - we’ve got you covered. Order them in advance when you reserve online, or at any time by directly contacting your dedicated Carmelo Guest Relations representative.

What is your cancellation policy?

Carmelo Vacation Villas has one moderate cancellation policy where guests receive a refund upon cancellation more than 14 days prior to the check-in date. In the case of cancellations or changes in booking within 14 days of the check-in date, no full or partial refund will be granted.

* The Cleaning Fee will be refunded for any reservation cancellation, as long as the guest has not checked out.

** Credit card payments will be charged an extra fee of 3%. This fee is non-refundable.

Please Note: Applicable taxes will be retained and remitted.

Security Deposit: A specific amount of security deposit will be transferred in bank transfer or blocked on your credit card prior to your arrival. It will be released up to 5 business days after your check out date.

Can I get a receipt for the payment?
Yes no problem, just mention it to your Guest Relations rep.

Is water, internet and electricity included in the fee?
Yes. No additional fees will be charged.

Can I pay using my PayPal account?
No, unfortunately we don't support PayPal at the moment.

Can I pay using my credit card?
Yes, the option will be presented during the payment process.

Can I pay in dollars?
Yes. Just choose dollars as your selected currency when making the payment

How much do I pay in cleaning fees?
The cleaning fee will be shown when you make the booking and is calculated according to the number of rooms in the property.

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