FAQs
GENERAL FAQs:
How does the process work?
With insider access to the world's finest luxury villas, we help our discerning international clientele gain access to luxury villas in exclusive holiday locations worldwide.
Simply explore our collection of exceptional luxury villas to find the one you love. Then check your dates with our live availability calendar and either submit your enquiry or make your booking securely online.
We'll send you an instant booking confirmation email (unless we need to check availability first) with details of your booking, the amount you have paid and the date when the balance is due.
Alternatively, if you have placed an enquiry, we'll send you an instant enquiry confirmation email with details of your enquiry and one of our dedicated luxury travel consultants will be in touch with you shortly afterwards.
Once you're on holiday, you can rest assured that you will be looked after. We work with specially selected partners at destination with whom we are in constant contact to make sure your holiday goes smoothly.
How do I let you know about my special requirements?
if you have any special requests, say champagne and flowers on arrival, a cupboard stocked with staples, a yacht for a day, simply let us know during the booking process and will do our best to take care of it. The more we can personalise your trip, the better.
Can I speak to someone about my booking?
Absolutely. Call us on +1 646 918 8230 or email bookings [at] edgeretreats [dot] com
Why is my booking being processed as a request?
In some cases, we need to confirm the advertised availability of certain properties with our partner. This straightforward process is normally completed within 48 hours. Once the booking is approved, the amount will be charged to your card and the booking will be confirmed. You will then be sent a booking confirmation email. On the rare occasion that a booking is not confirmed, you will not be charged and we will contact you to offer alternative options.
Is my money safe?
Your money is safe with Edge Retreats as it is always received in a separate Client Account. All bookings made through bonded suppliers are protected for your financial security. Additionally, your travel insurance may also offer you protection.
Is my booking protected from supplier failure?
All bookings made through bonded suppliers are protected for your financial security. Additionally, your travel insurance may also offer you protection. In the unlikely event of a supplier failure, we shall aim to channel communications with the supplier on your behalf to try and source suitable villa alternatives.
What if I'm unhappy during my stay?
Issues at the villa are extremely rare. In the unlikely scenario, should you have a problem while at your accommodation, you should report this in the first instance to the principal or their local supplier or agent immediately. You'll find contact details on your booking confirmation. You'll also usually be met on arrival at the villa and given the contact details of someone who can help should anything go wrong during you stay.
Are my personal details safe?
We use the latest industry-standards in security with the Extended Validation SSL encryption certificate to keep your personal and payment details safe. We will only pass some details to our partners and pre-vetted third parties where necessary to facilitate the management of your booking. Additionally, two of our core values are privacy and discretion; we know how important these values are to our customers and they are important to us too.
How can I be sure the property is of quality?
The properties we feature are vetted and health and safety checked for your peace of mind. Any villas that fail to maintain our high standards will be removed from our portfolio immediately.
What if I need to change or cancel my booking?
Cancellation terms and charges will apply. Any cancellation or amendment request must be emailed to us at bookings (at) edgeretreats (dot) com and will take effect on the day we receive this during the hours of 9am to 5.30pm, Monday to Friday. Please see our terms of business as well as your villa rental terms for more information.
This General FAQ section was last edited in October 2020.
COVID-19 TRAVEL UPDATE:
The safety and wellbeing of our customers, villa partners and team is our highest priority.
During 2020 we continuously monitored Government measures across the globe via official national and international sources such as the Centres for Disease Control in multiple regions of the World, the World Health Organisation as well as changes to travel regulations in specific countries in the context of Covid-19.
We continue to do so to this day.
We are updating this Covid-19 Travel Update page at regular intervals. Regulations, guidance and border control are changing rapidly, therefore we encourage our customers to regularly check their local Government website for information. Our Luxury Travel Consultants shall aim to provide up-to-date information to the best of our knowledge when speaking with you about your Travel Enquiry.
Flexible measures introduced during the Coronavirus pandemic (COVID-19)
Throughout 2020, we adapted booking measures to the most flexible options possible and we continue to do so today. Our close relationships with our villa partners on location mean that we are often able to secure bespoke flexibility in relation to bookings. We are mindful of the difficult circumstances both our esteemed guests and trusted villa partners find themselves in.
Our Luxury Travel Consultants are available to provide details for your specific villa, estate or private island booking or enquiry.
Existing Bookings
Your dedicated Luxury Travel Consultant is on hand to communicate and discuss with you the details applicable to your specific booking. Responses to questions are being turned around mostly within 24 hours, sometimes 48 hours, and some may take longer.
Generally speaking, for guests with existing bookings, flexible measures can include the postponement of travel dates without penalties to the following year.
New Bookings
Enquiries for bookings with future travel dates also benefit from similar flexible measures and generally speaking include the postponement of travel dates to the following year.
A Luxury Travel Consultant will be available to provide the details applicable to your specific enquiry.
Before and After your Trip
Travel requirements including restrictions, testing protocols and vaccination certificates vary by countries and can change at short notice. Here are a few steps you might wish to take prior to making a booking, prior to your travel date or upon returning from your trip:
Check government measures both at:
- Point of origin; e.g. conditions for leaving your country, state or region if permitted
- Point of destination; e.g. how and if your visit will be permitted
- Vaccination certificate requirements
Check testing requirements:
- Proof of a recent negative COVID-19 test may be required prior to departure, upon arrival or upon returning to your country or state
- Some countries require specific tests to be undertaken at approved centres only, which they normally list on their Government website
- Some countries may require a period of quarantine or isolation
- Some countries may require a hotel stay for a period of isolation
Travel Insurance:
The vast majority of our luxury villa partners and property owners recommend that you purchase a comprehensive travel insurance and personal liability insurance as a condition to renting a property. This will be stated either way in the Rental Contract or Booking Conditions.
During your Trip
Flexible check-in and check-out times are less and less possible. This is to allow enough time for the property to undergo enhanced hygiene protocol in addition to the traditional cleaning regime.
If you are delayed during your travel to destination, we will have provided you with a contact number and contact name who will be on hand to provide assistance at any point just prior to arrival and during your stay. Your dedicated Luxury Travel Consultant remains contactable when you and your guests are on location.
A luxury private villa, residence or estate remains an ideal holiday bubble option for you, your family and guests. Several of our properties also feature home offices.
Our dedicated team of luxury travel consultants are on hand to help you find your perfect luxury villa, offering reassurance and advice every step of the way throughout your travel enquiry and beyond.
This Covid-19 Travel Update was last edited in November 2022