FAQ

Once you have found your dream accommodation, click on "Check Availability" and fill out the rental request form. Required fields include: number of adults (18+), number of children (3-17), number of infants (0-2); your title, first and last name, phone number, and email address. Within 48 hours, a VillaVEO explorer will contact you to assist you and discuss your request.

In case of any issues, please contact our sales department by email at reservation@villaveo.com.

The signature of your rental agreement is done online through your VillaVEO Traveler Space. You can view your contract in PDF format and sign it by checking the online box "I accept the general terms and conditions of sale." If you encounter any difficulties, please contact our booking service at reservation@villaveo.com.

Due to high occupancy rates for holiday rentals, it is difficult for us to arrange physical viewings. However, the majority of our accommodations feature a virtual tour, allowing you to immerse yourself as accurately as possible in the rented space. For any additional questions regarding location or equipment, you can contact our sales team at reservation@villaveo.com.

In most cases, our furry friends are not accepted in our rentals. However, some owners may be flexible. We invite you to send your request to reservation@villaveo.com so that we can check each situation on a case-by-case basis.

We require a 30% deposit at the time of booking. The balance must be paid one month before your arrival. For any request made less than 30 days before arrival, the full rental amount is due.

We only accept payments in Euros (EUR) for Martinique and Guadeloupe destinations, and in US Dollars (USD) for other destinations. The rates mentioned in the contract are inclusive of all taxes.

For any booking made on our website, you will automatically receive a receipt in the name of the person who made the booking upon payment.

All transactions are carried out on our secure website. This ensures you benefit from your bank's protection in case of unforeseen events. Upon receipt of payment, you will receive written confirmation that the transaction has been recorded.

If you do not wish to pay by credit card, we also offer other payment methods specified below.

Payments must be made exclusively by credit card (Visa and Mastercard networks) via your Traveler Space or via Chèques-Vacances Connect by making a request to our booking service. Payments in cash, by bank check, American Express (AMEX), or via online payment services such as PayPal are expressly excluded and refused.

If your card payment fails, here are a few simple checks to make before contacting us:

1. Insufficient funds: Ensure your account balance is sufficient to cover the transaction amount.
2. Payment limit reached: Some cards have daily or monthly spending limits. Check with your bank to see if you have reached this limit.
3. Geographic restrictions: Your bank may have enabled geographic restrictions on your card, preventing certain online or international payments. Contact your bank to lift these restrictions and allow the transaction to proceed.
4. Input error: Verify that the details entered (card number, expiration date, CVV code) are correct.
5. Authentication required: If your bank uses a 3D Secure system (e.g., SMS or app confirmation), make sure to complete this step.
6. Expired or invalid card: Check that your card is valid and has not expired.
7. Blocked by the bank: In some cases, your bank may temporarily block an unusual transaction for security reasons. Contact your bank to lift the block if needed.

If the issue persists after these checks, don't hesitate to contact us. We'll be happy to assist you in completing your booking. For instance, we can offer payment by bank transfer (please note that this means your payment will not be covered by any insurance associated with your card).

Signing a contract is a commitment. While Article L121-20 of the Consumer Code provides for a seven-day withdrawal period for many products, this right does not apply to the distance selling of accommodation, transport, catering, or leisure services. Therefore, once a rental contract is signed, the cancellation conditions apply.

• More than 31 days before arrival: 30% of the total stay (deposit is retained).
• 31 to 21 days before arrival: 50% of the total stay.
• 20 to 15 days before arrival: 75% of the total stay.
• Less than 15 days before arrival: 100% of the total stay.

Regardless of the reason or date of cancellation, VillaVEO service fees are non-refundable.

The tenant must notify the owner or their legal representative by email at reservation@villaveo.com AND by registered letter with acknowledgment of receipt to: Villaveo / Exclusive Villas SARL, Quartier Bac 97224 Ducos, Martinique. The date of receipt of this notice determines the applicable fee scale.

If you decide to leave before the contractually scheduled date, nights not spent in the accommodation are not refunded.

You must send an email to reservation@villaveo.com. Our team will check if the property is available for the new requested dates. If the dates change entirely, a new contract will be drafted; if extra nights are added, an amendment (addendum) will be sent.

Once your booking is complete, your VillaVEO Traveler Space will contain a welcome booklet including the contact details of your local representative.

The owner or their legal representative will welcome you, perform the inventory, explain the house rules, and collect the security deposit and keys.

During your stay, for any questions regarding the accommodation or to report a malfunction, you must contact the owner or their local representative.

Generally, check-in is from 5:00 PM and check-out is by 11:00 AM. However, these times may vary. Please refer to your rental agreement for the exact details.

VillaVEO cannot guarantee an early arrival. Operations teams need time to prepare the villa between guests. Please contact your local host 48 hours before arrival to see if it is possible. The only way to guarantee an early arrival is to book and pay for the previous night.

VillaVEO cannot guarantee a late check-out. Please contact your host 48 hours before departure. The only way to guarantee a late check-out is to book and pay for the following night.

A security deposit is mandatory; the amount is stipulated in your rental agreement. Accepted methods (Credit Card, Swikly, check, or cash) are also specified in the contract. This deposit is held to cover any potential damage to the property or its contents.

Before your arrival, we send you a welcome booklet with directions, GPS coordinates, the address, and the contact details of your host. Please call them directly if you encounter any issues. This booklet is also available in your Traveler Space.

Choose the reliability of a well-known name and reserve your car rental online at the lowest possible price. Our partner Europcar proposes a range of models (including those with automatic transmissions) and options. You can benefit from preferential rates.

For the duration of the rental period, the renter must be able to provide proof of liability insurance. This insurance covers you in the event of possible damage to the rental property incurred during your stay. It is often included in your multi-risk home insurance policy. If you require information on this subject, please contact your insurance provider.

Ensure your peace of mind and protect your vacation rental against unforeseen events and cancellation by taking out an insurance policy from our provider. For rentals amounting to more than €14,000, a specific link is provided.

To consult the list of our service providers (beautician, physical trainer, caterer, etc.), see the "Our Partners" section of our blog.

While some of the rentals are equipped with baby equipment, we recommend that you check with our Reservations Department to see if the property you rented has the necessary equipment. If not, you can always rent the necessary equipment. They recommend visiting the site of their specialized partner.