FAQ

F.A.Q

  • OUR PRODUCTS
    Q: What type of properties do you offer ? 

    A: Sunonseas Villas is specialized in the rental of luxury villas in the Caribbean but also in Europe. The villas that we offer are of a so-called high standard, meaning that they have been carefully furnished with quality materials.
    Q: How can I be sure that the villas you offer really exist ? 

    A: You can be sure that the villas we offer exist because we have personally visited and checked them. This control follows a Sunonseas quality standard. Once validated by us, we then issue a mandate with the owner to be able to offer them to our customers and our network of partners.
    Q: Do you regularly check the properties on offer ? 

    A: Yes, to ensure that the properties maintain the same quality of service during the season and from one season to another. It also assures you that when you arrive on site, the villa will correspond to what has been presented to you on our website.
    Q: Do you offer villas that are accessible to disabled people ? 

    A: Absolutely. You will be able to find these villas on our website thanks to a dedicated icon.
    Q: Are the villas equipped for children ? 

    A: Yes, they are. The villas have as basic equipment a baby bed and a high chair. Some villas also have board games, PlayStation, outdoor play area. We invite you to look at the villa description and facilities on our website. Everything will be noted there.
    Q: Are pets allowed in the villas ? 

    A: Yes, depending on the acceptance of the owners. Animals will then be allowed in the villa. They will be allowed to enjoy the exteriors and interiors but will not be allowed on the sofas and in the bedrooms to avoid allergic reactions in some guests.
    Q: What are the health standards in the villas you offer ? 

    A: The villas all have a cleaning service during your stay. In addition, a final cleaning is done at the end of your stay. The COVID-19 pandemic has raised awareness and the tourism organisations have worked on a charter and strict sanitary standards with new measures and procedures that will be notified to you upon arrival.
    Q: I have a little trouble understanding the terms used on your site, terms dedicated to rentals. Can you explain them to me ?

    A: The main terms used are very general in the field of tourism. You will therefore find them regularly during your various stays.

    Option: this allows you, when the property is available, to keep the dates for you, for 48 hours, the time of your decision and finalize your reservation, without these dates being bookable by a third party. This option is of course without obligation of reservation. You can cancel the option at any time and release the dates, or the option will cancel by itself at the end of the expiry date.

    Check-In: Date of arrival and entry into the premises

    Check-Out: Date of leaving the premises

    Booking: this is the name given to a reservation once it has been confirmed by us and paid for by the customer.

    Voucher: a travel document that will be sent to you before your departure and which contains the terms and conditions of the rental.

    House Rules: these are the house rules which are specified in a document which will be given to you on arrival or available directly on site.

    Q: : I wish to leave on a destination not proposed on your site. Is this possible ? 

    A: Yes, it is possible. We have a large choice of villas in other destinations through our network of partners. They have also been checked and are of the same standard as those proposed on our website. Do not hesitate to contact us, either by phone or via our contact form in the Contact > Contact us tab of our website.

  • OUR SERVICES / OUR PRICES
    Q: What is the rate charged by your agency when making a reservation ?  

    A: The price charged for a reservation corresponds to the rental price plus booking fees and cancellation insurance (optional).
    Q: I see several rates on the description of the villas. What do they correspond to ? 

     A: For a better reading, we have divided the season into several periods: Low Season, Middle Season, High Season and even Very High Season. These periods are on specific dates defined for each villa. We therefore invite you to look at the date on which you wish to leave and refer to the tariff line in question. Prices are per night.
    Q: Are the prices displayed final ? Are there any discounts ? 

     A: Prices are determined at the beginning of the season for the coming season. On certain occasions, the owners may apply discounts which will be reflected on our website. The price displayed is therefore the one valid for any reservation.
    Q: Are there any preferential rates (student rate, senior rate...) ? 

    A: There are no special rates for students or seniors. We have a 'best price for all' policy. We have therefore made sure that the prices displayed are in line with the market price and that they correspond to the service and quality of the villa on offer.
    Q: Do you accept holiday vouchers ? 

    A: For now, we do not accept holiday vouchers.
    Q: Do you make flight bookings ? 

    A: We can provide you with information on the price of air tickets to our various destinations and the airlines that fly with us, but we do not do air ticketing.
    Q: Can I add a service when I am there ? 

    A: Yes this is quite possible. We do our utmost upstream to offer you services linked to your reservation so that you can have the widest choice. But we can also book different services for you once you are there. To do so, contact us by phone or fill in the form on our website in the tab 'Concierge Service' or in the tab Contact > Contact us.

  • YOUR RESERVATION
    Q: How do I make a reservation ? 

    A: It is quite simple: if you want to book a villa, a cruise, a boat, the process remains the same. Choose the property you are interested in, choose your dates, and click on "option request". Our agency will contact you immediately to confirm availability. If you wish to reserve this property afterwards, you just must fill in the reservation form and send us a deposit. The booking procedure is exhaustively explained in our booking conditions. If you wish to book a service, please fill in the form on our website under the tab 'Concierge Service' or under the tab 'Contact > Contact us' and click on send. We will contact you as soon as possible.
    Q: What are the different payment methods accepted ? 

    A: Only payments by credit card (Visa - MasterCard) or bank transfer are accepted.
    Q: When will I know that my reservation is effective ? 

    A: You will receive a confirmation email from our agency, once your deposit has been paid and received by our agency, which will confirm your reservation.
    Q: If I wish to cancel my booking, what should I do ? 

    A: You can cancel your booking at any time up until the day of your departure by calling us and sending us an email. Cancellation charges will then be applied. The cancellation procedure is exhaustively explained in our general rental conditions.
    Q: Where can I find your general sales conditions ? 

    A: You can find our general rental conditions at the following address: https://www.sunonseasvillas.com/en/general-conditions-of-sale.html
    Q: Can I arrive on a different day than the reserved date ? 

    A: Yes, you can arrive on a day other than the rental start date, which must be within the rental period booked. However, the rental dates cannot be changed, nor will any discount be granted. We will then wait for confirmation from the person who is to welcome you to confirm the new arrival date.
    Q: Is it possible to change the terms of my reservation (in terms of destination, change of date, number of people, name of the person who booked) ? 

    A: Yes, that is possible. We invite you to contact us and explain your wishes for modifications. Concerning the dates, they may be postponed if this is possible in terms of availability and if it is within the rental conditions of the rented property. The price will be adjusted accordingly according to the rental price of the new period. Concerning the number of persons, this is also possible if it does not exceed the maximum capacity of the villa. Finally, if you are the person signing the contract and you cannot leave for personal or professional reasons, you can put it in the name of one of the persons who would have accompanied you and who is on the list of participants, or cancel your reservation (see cancellation conditions).
    Q: Do you offer any insurance ? 

    A: The SUNONSEAS VILLAS agency does not offer comprehensive insurance to its clients. The customer must therefore inquire with his civil liability insurance to validate a holiday insurance. The client can subscribe to a cancellation insurance via our partner CABINET ALBINET with two offers ADAR and ADAR Luxe according to the amount of your rent. You will just have to check the cancellation insurance box in the reservation form that will be sent to you and the SUNONSEAS VILLAS agency will send you a link to our partner to subscribe directly to the cancellation insurance.

  • YOUR STAY
    Q: Will I have a travel document before I leave ? 

    A: Yes, you will have a travel document more commonly known as a "Voucher". This Voucher will include the address of the villa, the name and phone number of the person who will be hosting you, an itinerary to get to the villa or meeting point and the terms and conditions of the rental.
    Q: When I arrive, how am I taken care of? How is the reception ? 

    A: Before your departure, we take the necessary information with you to organize your arrival on site. We transmit your arrival time to the person who will be waiting for you either at a meeting point or directly at the villa. We will provide you in a document (voucher) the itinerary information, name and phone number of the person who will welcome you, enter the premises and explain the features and house rules.
    Q: If I have a problem on site, who do I contact ? 

    A: You can contact our agency at any time on +596 696 414 081 or +33 7 83 16 32 72. You will also have the name and phone number of the manager or owner of the villa. Do not hesitate to contact him. Finally, there will be a list of useful / emergency numbers.
    Q: What language is spoken with the people I will meet on site ? 

    A: The language spoken is generally that of the destination in question. However, English will probably be the most commonly used language.
    Q: I want to extend my stay while I am there. Is this possible ? 

    A: This is quite possible. Contact us and we will see together if the rented villa is available for the continuation of your stay or we will look at the possibilities of other available villas. If this is the case we will send you a booking form for the new period you wish to book and you can pay for the rental either by credit card or bank transfer.
    Q: Is there a minimum length of stay ? 

    A: The minimum length of stay is stipulated in the villa description page in the rates section. The minimum stay can be one night, 3, 7 or 14 nights.
    Q: Can I change villa in case of problems ? 

    A: You must contact us to report any inconveniences on site so that we can solve this inconvenience. We invite you to look at our general rental conditions, in the "Complaint" section, to find out the procedure to follow.
    Q: If I make a degradation on site, what should I do ? 

    A: You must contact the villa manager and our agency to notify us of the damage. If the damaged material or equipment can be replaced immediately, this will be done and you will have to pay the amount of the invoice directly on the spot, which will be presented to you by the villa manager or the owner. If the material or equipment needs to be repaired or replaced after your stay, we will keep the deposit that was requested before the start of your rental and on receipt of the invoice sent to us by the villa manager or the owner, we will debit your credit card for the amount of the charges with your agreement.
     

  • THE WEBSITE
    Q: Can you explain to me how your website works ? 

    A: Of course, and it is very simple. You can either search for a villa via the search engine on the main page of the site (the home page), or you can go to the "Destinations" menu and choose your destination. You will then arrive on a region page or a search result page. Refine your search with the criteria filters. Choose the villa that suits you and click either on 'add to my favourites' or 'option request'. You can also go to the Collection menu which will allow you to find villas by theme (family holidays, holidays for two). If you are looking for a service, go to the Concierge Services tab and fill in the form with the desired service(s) and your contact details. We will contact you as soon as possible. If you are an owner and you wish to collaborate with our agency so that we can propose your villa through our website, go to the Owner tab and fill in the form. If you are a service provider and would like a partnership with our agency, go to the contact us tab and fill in the form. Finally, a blog is at your disposal to discover articles about the different destinations and their attractions.
    Q: Where can I find information about a destination ? 

    A: You can find information about a destination on the region page of the destination you have chosen to visit on our website. You will also be able to find information in the form of an article in the "travel diary" tab or in the "news" section.
    Q: How can I share a page from your website ? 

    A: It is quite simple: Click on the 'share' icon to the right of the 'heart' icon under the house name. Then choose the desired social network .
    Q: I am an owner, how can I put a villa on your website ? 

    A: You can either contact us by phone or visit our "owner" page. On this page we invite you to complete the form and give us some information about your property. As soon as we receive your form, we will contact you as soon as possible.
    Q: Is there a paper brochure of the properties on your website ? 

    A: No, we do not have a paper brochure. If you are unable to visit our website on a computer or mobile phone, call us and let us do your research, we will then send you by post PDF documents of available villas that match your criteria.
    Q: How do I write a review and share it ? 

    A: An opinion can be written if you have booked with our agency and you have stayed in one of our villas. At the end of your stay, on your return, a questionnaire will be sent to you in which, among other things, there will be a section where you can write an opinion and tell us your impressions.

  • SUNONSEAS AGENCY
    Q: Where are you located? Can I come and see you ?  

    A: Our agency is located in Paris, at 10 Rue du Colisée 75008 Paris. We are regularly visiting, canvassing, meeting in fairs or exhibitions. Therefore, we do not have offices open daily. Visits are by appointment only. Contact us and we will make an appointment to meet us.
    Q: Are you a travel agency or a Tour Operator ? 

     A: We are a travel agency and not a tour operator. We do not do ticketing or flight + hotel packages. Our speciality is to offer you villas for seasonal rentals with specific tailor-made services.
    Q: What are the guarantees of your agency ? 

     A: Travel agencies, established in France, are regulated by the Tourism Code. Therefore we, travel agencies, must be registered. This registration is validated by the commission of Atout France. To be able to benefit from this registration, we must have a professional civil liability insurance and a financial guarantee. In case of failure of our agency or suspension of payment leading to a bankruptcy, the financial guarantee allows us to reimburse all the advances paid by the customers and to ensure their emergency repatriation. We therefore have all these guarantees that secure our customers in their travel booking.
    Q: What is your privacy policy ? 

     A: It is a policy that is particularly important to us. To preserve the confidentiality of the data you may transmit to us during your reservation, we have put in place a strict procedure regarding the conservation of your data. This policy is explained to you in the "legal notices section of our website" as well as the RGPD protocol. We therefore invite you to consult the following link: http://www.sunonseasvillas.com/fr/mentions-legales.html
    Q: Is the data I give you secure ? 

     A: The data we receive, with your consent, becomes secure data. Our IT teams are up to date with the latest technologies and the Sunonseas agency has an internal protocol that enables it to keep your data secure.
    Q: Can I have an advisor from your agency at any time ?  

    A: We are at your disposal and can be reached by telephone at any time during our opening hours. You can consult these hours on the following page: Contact-Us