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FAQs

The following FAQs are applicable only for the Luxury Villas rentals.  Kindly consult the Kempinski Residences San Lawrenz website for the applicable FAQs for that property.

Is there a minimum age for making a booking?
You must be at least 21 years old to make a booking with us on our website or via telephone or email. The person making the booking will become the lead passenger and must travel on the holiday.

What age qualifies as an infant?
An infant must be under the age of 2 on the return journey to qualify for an infant rate. 

How much is the booking deposit and when is my balance due and how can I pay?
Your booking deposit is 50% payable on booking.  The balance is to be settled by 20 days before your arrival.  You can pay by direct bank transfer or via the site credit card payment system.  When you pay for your holiday by credit/charge card, we reserve the right to levy a 2.0% handling charge for each payment made by these means.

Can I pay by instalments?
Payment by instalments is accepted. 

What is in a welcome pack?
For those guests who arrive in the evening, on a Saturday night or the eve of a public holiday, we highly recommend you choose to order our Welcome Pack, covering the basic items for four persons including tea and coffee, milk, mineral water, sugar, bread, ham and cheese, wine or beer and some other toiletries. Contents may vary slightly. A welcome pack can be ordered for just €30.

What is a changeover day?
A changeover day is a day when guests leave and new guests can enter a property. Our changeover dates and check-in and check-out times vary according to the property, so kindly consult our website before enquiring. If flight times do not correspond with check-in or check-out times kindly inform us beforehand so that arrangements can be made accordingly.

Are towels and linen provided at the accommodation?
All bedroom and bathroom linen (one face towel and one bath towel per person) is provided unless otherwise stated within the property description. Children’s linen and cot linen is also provided. Bath towels should not be used for the beach.

Are cots and highchairs provided?
Cots and highchairs are provided complementary; just inform us how many are required prior to arrival.

Is maid service provided?
There is a weekly maid service included in all properties.

Will an iron and ironing board be provided?
All accommodation types will have iron and ironing boards. 

Are hairdryers provided?
Kindly check what is stated in the property description as hairdryers are not provided in all the properties. 

Is Wi-Fi available?
Wi-Fi is available in all our properties.

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. 

If satellite TV is provided in the accommodation, which channels can I expect to receive?
It 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.

What are the passport and driving license requirements abroad?
All passengers must carry a valid 10 year passport with at least 6 months validity prior to the expiry date on the date of the return journey. Visas may be required by certain passengers who do not carry a UK passport. Please refer to the passport office for further information on 0300 222 0000 or www.ukpa.gov.uk

Standard UK driving licenses must be produced by all drivers to the car hire company. If you have the new style license with photographic ID, you will need to produce both parts (paper and photographic versions) for the license to be valid.

How do I collect the keys to the accommodation?
You are required to receive the keys to the accommodation on the day of arrival, between 08h00 and 17h00 from our Head Office situated at Baldacchino Buildings, Valletta Road, Zurrieq, which is 3.7 KM from the airport.  Should your receipt of the keys be required during any other time, please advise us at your earliest, or at least 10 days before your arrival so as to make the necessary arrangements.  Charges may apply.

Can we occupy the accommodation before 4pm on the day of arrival?
The official time for entry into your accommodation is 16:00 local time. The cleaners have sole access to the accommodation until this time to prepare for your arrival therefore entry to the accommodation prior to this time will not be permitted.

Can we vacate the accommodation later than the confirmed time of 10am?
This is not possible as the accommodation will need to be cleaned and prepared for the next guest. Your representative may be able to advise if local chargeable facilities are available for you to use.

Is the use of the Sauna (where applicable) included in the price?
The Sauna can be made available at 30 Euro per use. Kindly refer to the property description for those villas with a Sauna facility.

Is there an Accidental Breakage Charge or Deposit?
All bookings are subject to a refundable Accidental Breakage Deposit, which shall be payable 20 days prior to the holiday. You will be informed at the time of booking of the amount.  If you or any member of your party cause any damage to your holiday accommodation or any item in it or on its premises, you and/or your party will be required to pay for the loss and/or damage caused and we will hold you and each member of your party jointly and individually responsible. The Deposit shall be refunded to you within one week from the end of the holiday . The loss suffered by us shall be deducted from the Deposit, and where the amount so due exceeds the Deposit paid, then you shall be obliged to pay the remaining balance before your departure. For this purpose, you shall be obliged to provide all the necessary details pertaining to your credit card, prior to your arrival, in order to allow us to charge any remaining dues. Should there remain a balance of the Deposit after the necessary deduction, this balance shall be refunded to you.

Please refer to the essential information on our website where any further questions can be answered. If you have a question that has not been answered please call us and one of our team will be happy to find the answer for you.