FAQs

Flexible measures during the Coronavirus pandemic (COVID-19)

We hope that you, your family, friends and colleagues are keeping well and safe during these challenging times.

In order to help adapt booking and payment measures to the most flexible options possible at this moment in time, we are working very closely with our villa partners on location. Booking and payment measures are evolving as global travel restrictions change and to take account of the impact on both our esteemed guests and trusted villa partners.

Our Luxury Travel Consultants are available to provide details for your specific villa, estate or private island booking or enquiry, as communicated to us by our villa partners.

We thank you for your patience as guests with the most immediate check-in dates are being attended to first.

Existing Bookings

We are receiving information from our villa partners for bookings in order of check-in dates. 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 to 48 hours but some may take longer.

Generally speaking, for guests with existing bookings, flexible measures include the following:

Postponement of travel dates without penalties until later in 2020 or 2021, and often at 2020 rental rates for 2021 travel dates

Balance payment due date extended up to 30 days prior to check-in instead of 77 days, on bookings with travel dates until Summer 2020

New Bookings

Enquiries for bookings with future travel dates also benefit from similar flexible measures and generally speaking include the following:

Deposit payment reduced to 25%, instead of 50%

Balance payment due date extended up to 30 days prior to check-in instead of 77 days, on bookings with travel dates until Summer 2020

Postponement of travel dates without penalties until later in 2020 or 2021, and often at 2020 rental rates for 2021 travel dates

A Luxury Travel Consultant is available to provide the details applicable to your specific enquiry.

Opening Hours

On Monday 16th March, our team transitioned to working from home to ensure their safety and help slow down the spread of the virus through social distancing.

A robust Business Continuity plan is in place and we continue to be available via telephone and email during our normal opening hours.

This FAQ was added on 19th March 2020. Please contact our team for any potential updates.

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 (e.g. ABTA). 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 (e.g. ABTA). 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.