Frequently Asked Questions

What is the minimum age requirement to book a villa?

To make a booking, you must be over 30 years of age and present during the entire rental period.

How do I confirm my villa booking?

To confirm your booking, a 50% deposit of the total rental fee is required within 48 hours of your reservation. The remaining 50% is due no later than 42 days (six calendar weeks) before your arrival.

What if I book a villa less than 42 days before arrival?

For reservations made less than 42 days before your arrival date, 100% of the total rental fees must be paid within 48 hours of booking.

What is the cancellation policy?

If you cancel more than 180 days prior to check-in, your deposit will be returned minus a 3% administration fee. Cancellations made less than 180 days before arrival are non-refundable.

Is travel insurance required?

Yes, guests are required to obtain their own travel insurance to cover the entire stay.

What is the cautionary deposit, and how is it handled?

A cautionary deposit is required to cover any potential damages or losses during your stay. The amount and payment method will be detailed in your booking confirmation. By confirming your booking, you authorize Maven Collection to charge your credit card for any damages up to the maximum amount of the cautionary deposit.

Can I make changes to my booking after it’s confirmed?

Any amendments to your booking, including changes to the dates or the number of guests, are subject to availability and approval by the property owner. Additional charges may apply.

What happens if the villa becomes unavailable after I book?

In the unlikely event that your chosen villa becomes unavailable due to unforeseen circumstances, Maven Collection will make every effort to offer an alternative property of similar standard. If no suitable alternative can be found, a full refund will be issued.

Are utilities and additional services included in the rental price?

Standard utilities such as water and electricity are included in the rental price unless stated otherwise. Additional services like private chefs, housekeeping, or transport can often be arranged for an extra fee—see our additional services section below for more information or contact our guest services team to find out more: guest@mavencollection.com

How will I receive the villa’s address and location details?

After your booking is confirmed and all payments are complete, we will provide you with detailed information about the villa’s address, directions, and local landmarks to make your arrival seamless.

Will someone meet us at the villa upon arrival?

Yes, a dedicated member of our team or the villa’s property manager will meet you at the villa to welcome you, show you around, and answer any immediate questions you might have.

What should I do if I arrive outside of the standard check-in time?

If you anticipate arriving outside of the usual check-in hours, please notify us in advance so we can make the necessary arrangements to accommodate you.

Will someone help with my luggage when I arrive?

Depending on the villa and its services, assistance with luggage may be provided upon arrival. If this is important to you, let us know in advance, and we’ll confirm availability.

How far in advance should I inform you of my arrival time?

We ask that you inform us of your estimated arrival time at least 48 hours prior to check-in to ensure a smooth handover of the property.

Can you help arrange transport to the villa from the airport? 

Absolutely! We’re happy to assist with arranging private transfers or rental cars to make your journey to the villa as effortless as possible. Let us know your preferences when booking.

What happens if I get delayed or lost on the way to the villa?

If you encounter any delays or have trouble finding the villa, our team will be on hand to assist. You’ll receive a contact number prior to arrival, so you can call for guidance or updates.

Will you need passport details from all guests?

Yes, we are required to collect passport details from every guest over the age of 18 as part of local regulations. To ensure a smooth and seamless arrival process, we kindly ask you to upload this information, along with a clear image of each passport, to your guest login section on our website prior to your arrival. This allows us to handle all necessary paperwork in advance, so you can focus on enjoying your stay.

What time is check-in, and can I request an early check-in?

Check-in is typically from 4:00 PM. Early check-in may be possible depending on the villa’s availability and cleaning schedule. Please contact us in advance to make arrangements.

Will someone explain how everything in the villa works?

Yes, during check-in, the villa manager or a team member will walk you through the property, explain how to use appliances, security systems, and amenities, and provide any house rules or local recommendations.

Can I check in if I arrive late at night?

Late-night check-ins can usually be accommodated with prior notice. In some cases, we may arrange for a secure key drop-off or provide remote access instructions.

Will someone provide local recommendations during check-in?

Absolutely! Our team or the villa manager will be happy to share local tips, such as restaurants, beaches, or must-visit spots, to enhance your stay.

Is there a welcome pack upon arrival?

Many of our villas include a welcome pack with essentials such as bottled water, snacks, and toiletries. Specific inclusions may vary, and we’ll inform you if this is provided at your villa.

What should I do if I notice any issues during check-in?

If you notice anything that needs attention, such as maintenance issues or missing items, let us know immediately. Our team will work to resolve any problems as quickly as possible.

Can additional guests check in after the initial group arrives?

Additional guests must be pre-registered, and their check-in will need to be coordinated in advance with our team or the property manager.

What guest services are included with my booking?

Your booking includes essentials such as a personal welcome at the villa, a comprehensive tour of the property, and 24/7 support during your stay. Additional services may vary depending on the villa, so check your booking confirmation for specific details.

Can you help arrange additional services during our stay?

Absolutely! We can assist with booking private chefs, housekeeping, childcare, yoga instructors, spa treatments, and more. Let us know your preferences, and we’ll handle the arrangements for you.

Do you offer concierge services?

Yes, our dedicated concierge service can help with everything from restaurant reservations and boat charters to bespoke island itineraries and special events planning. Simply reach out, and we’ll tailor recommendations to your needs.

Can you arrange transportation for us?

Of course! We can organize private airport transfers, rental cars, chauffeurs, or even luxury transport such as helicopters or yachts. Just let us know your requirements.

What do I do if I need assistance during my stay?

You’ll have access to a dedicated guest services contact who will be available 24/7 to assist with any issues or requests, ensuring your stay is as seamless and enjoyable as possible.

Are special requests or celebrations accommodated?

Yes! Whether it’s a birthday, anniversary, or another special occasion, we’re happy to help you plan and execute memorable moments, from intimate dinners to elaborate celebrations. Just let us know in advance so we can make it perfect for you.

Which destinations do you cover?

We currently offer luxury villa rentals in the Balearics, Colombia, and Mexico, but the portfolio is always growing and new destinations are coming soon and we are looking into Kenya and Italy with discovery trips planned, so watch this space for more news coming soon 

Is there a minimum stay period in your villas? 

Yes but this varies depending on the location and time of year. When you make a search on the website each villa will display it’s minimum rental period ranging from 3-7 nights. If you prefer you can send us a request and we can present the most suitable options to you and highlight the varying options for a selection of properties.

Are you ABTA or ATOL bonded? 

No, as we don’t sell flights or packages we are not bound by package holiday regulations. We focus purely on accommodation and experiences and so are an accommodation bookings agent plus concierge.