FAQ

Your arrival

Will someone from Carmelo meet me at the apartment?
Depends on your time of arrival. Your Guest Relations rep will be waiting for you inside the property to hand you the keys, show you around and answer any questions you may have or he will guide you to a self-check-in, whereby you can let yourself in. 48 hours prior to your arrival, your representative will contact you to confirm the check-in time. If there are any changes in your plans, please contact us as soon as you can and let us know. After booking, you will receive a confirmation e-mail with the property address, important details and a short recap of the services included in your package. Feel free to chat or call us for any questions or changes in your itinerary.
Who is my point of contact?
One of our caring Guest Relations will look after you, answer your questions and deal with any requests before and after your arrival - from finding a restaurant to arranging a baby crib to be brought in.
What is the basic equipment’s of a Carmelo Property?
The majority of our properties has high-end Toiletries & bathroom amenities, a Nespresso machine and capsules, a dishwasher, washing machine and clothing line, an iron and ironing board, a hairdryer, cleaning products and equipment, a vacuum cleaner, plush towels and linen, Wi-Fi and a fully equipped kitchen. You can tailor your stay by selecting from our à la carte services ("Extra Carmelo Services") such as grocery basket delivery, laundry & dry cleaning, airport transfer, private chef and more. Please see (LINK) for the full list of options. Simply book when reserving the property or chat with your Guest Relations representative.
Do we need to bring ID or passport?
Yes please! Make sure you carry some form of identification on you, as the Guest Relations rep will need to photograph it upon your arrival.
Will you need a security deposit?
Yes indeed. A security deposit will be received in cash / bank transfer or will be blocked on your card and released 48 hours following your departure.
What's the security deposit for?
In case of: - Damaged or broken furniture - Damaged appliances or lighting - Damaged television of Hi-Fi equipment - Stained or damaged walls and upholstery - Broken dishes, windows or mirrors - Damaged or missing accessories - Flooding or fire. If anything gets damaged during your stay, simply contact your Guest Relations rep.
Can I extend my stay once I'm in the apartment?
Of course! It's subject to availability, however. Get in touch with your Guest Relations rep and they'll let you know. If the property is available, we would be happy to accommodate you in the same property or at the very least, in a similar one.
Should I provide my own linen and towels?
No need. We equip all our properties with high-end bathroom amenities and plush linen and towels.
Should we wash our sheets before checking 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 apartment?
All our properties are tidy and clean for 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 come with Wi-Fi 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.

Your Stay

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?
You absolutely can. You can do it easily through the website – just select your dates and property and follow the reservation process for a price quote. Remember: first come, first served. In order to secure your selected holiday property, we recommend that you not delay your booking while the place is still available.
Can I cook in the property?
Go ahead and unleash your inner master chef! Each property comes with a fully equipped kitchen.
Is it safe?
Absolutely! All Carmelo properties are totally secure and private. Moreover, thanks to our property insurance policy, you can enjoy your stay worry-free.

Arrivals and Departures

At what time can I check-in and check-out?
You can check-in as of 15:00. Because we wish to be greeting you at the property, please let us know (as soon as you can) if your scheduled time of arrival has changed. You can also check-in later on or at night. Please note that if you decide to depart after 14:00, you will be requested to pay for half the night, and it needs to be approved with your Guest Relations rep.
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 property is ready for you. Please let your Guest Relations know. Check-out is until 11:00. If it's later than that, you'll be charged half the price of the following night. Depending on the circumstances, we'll try and arrange 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?
Yes this will 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 also do be sure to turn off all lights, air conditioning and close all doors and windows. Please do not concern yourself with washing-up or cleaning, we’ll take care of all that.

Our Carmelo Deals - extra services

We know that as a modern traveler, 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.

Cancellation Policy

Cancel a reservation by clicking the cancellation button on the confirmation page.
Reach this through the “My Reservations” page.
Carmelo properties each have one of three cancellation policies.
Cleaning fees will be refunded for any reservation cancelled before check-in, no matter which cancellation policy applies. Applicable taxes will be retained and remitted.
For more information regarding cancellation policies, please click here.

Payment

Can I get a receipt for the payment?
Yes indeed. 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?
No, for your convenience, we are presenting the actual charge will be taken in ILS and your chosen currency.
How much do I pay for cleaning fees?
The cleaning fee appears when booking and is calculated according to the number of rooms in the property.

Can we help you with anything else?

Call:
ISRAEL +972 545 800 700
Email: contact@thecarmelo.com