Frequently Asked Questions

General

Teamstar Holiday Rentals is a holiday rental company with over 20 years of experience offering quality accommodation across the Costa del Sol. We provide guests the holiday home dream with a range of properties from single room studio apartments to 18 person luxury villas.

More comfort, more space, more privacy and less money. On average, renting an apartment or villa is more cost-effective on a per person per night basis than renting a hotel room, especially if you are travelling with a group or more than two people.

The apartment or villa you are renting is effectively yours for the duration of your stay, so you get amble more space and freedom to do what you want to do, you get to treat it like your home and not like a small hotel room. We provide essentials, like shower gel, soap, water, a bottle wine, crisps, as well as bed linen and towels ready for your arrival. While daily cleaning is not included, you can book these sort of additional services anytime during or before your stay.

Property Searching

Booking Process

At Teamstar you can book your holiday house or apartment easily in one of the three ways: directly on our website, by phone or by email.

We offer a whole host of extra services; we call them holiday extras! You can book these holiday extras either at the time of booking before your check-in or even during your holiday. For example, you can book baby cots, highchairs, beach towels or even a late-checkout. Most extras can be booked via email, phone or through your preferred portal at extra cost.

We certainly can, this can be considered a holiday extra. We work with preferred suppliers who we will help book your transfers to and from the airport.

You can book your holiday apartment or villa at anytime depending on the property. Some properties have availability four years in advance and others only six months. You can see this be searching for your property of choice and looking ahead on the calendar. If you find that your preferred property is blocked out for your desired period, then the best thing to do is to get in touch and our team can enquire for your availability.

Yes, it is possible. We offer discounts of between 10% to 30% from stays above 3 weeks up to 8 weeks. Please contact us via email to discuss the long stay bookings.

After you complete your booking online you will receive a confirmation email immediately. If you do not receive an email, then please contact us.

Rather than taking a physical deposit from you, at the time of your booking we ask you to ensure there is a deposit amount of €200 on your booking card during your stay. We will not block this amount or take this amount from you, in the event there is damage to the property or its contents, we will discuss with you any issues and if there is damage done we will agree on an amount to be covered if any damage is as a result of your booking (you, other guests on your booking) and we will take it from the card stored on file. The card details will be automatically deleted after 48 hours from your departure date.

Insurance & Verification - SUPERHOG

SUPERHOG is the digital trust platform enabling hosts, operators, and guests to confidently transact in the short-term rentals space. SUPERHOG independently verifies users and puts protection in place for guest damages and liabilities in the form of our guarantee and deposit.

SUPERHOG can be used by those involved in the home-sharing industry: property managers, individual hosts and guests.

Yes – the process has been designed to ensure your information is 100% secure. All members submit their details directly online, without having to provide sensitive information to anyone else. All personal information is encrypted, ensuring all personal identifying information remains protected. SUPERHOG will only ever show partial personal information to ensure the privacy of members.

SUPERHOG will contact you, the guest, directly. You will then be put through a combination of checks against their database and are also checked by their biometric facial recognition and government ID software.

You will need to verify the lead guest only, but if you have 3 or fewer reviews, they will need to identify other guests within their party.

Yes, but only if there is a substantial gap between the bookings. This allows SUPERHOG to complete checks on whether you have received bad reviews or caused damage in between the bookings.

Yes. If the guest has caused damage and has only registered with SUPERHOG then they will look to subrogate the loss back to them where possible. The only instance that this will not happen is if the guest has joined SUPERHOG as a paying member.

SUPERHOG LIMITED is a company registered in England and Wales number 11871938, whose registered office is at Unit 2 Nine Mile Water, Nether Wallop, Stockbridge, United Kingdom, SO20 8DR. SUPERHOG is a wholly owned subsidiary of GUARDHOG Technologies Ltd which is authorised and regulated by the Financial Conduct Authority.

Payments

We accept credit or debit card payments for your booking.

The final price shown will include all fees and charges, including any cleaning fee

A non-refundable booking deposit of 20% of the final amount is payable at the point of booking. The final 80% amount is due 9 weeks ahead of your arrival check-in date. If you are arriving within 9 weeks of the booking check-in date, then the full 100% is due at the point of making the booking.

Cancellation

You can cancel your booking by email or phone.

If you cancel your booking at any time, the 20% non-refundable booking deposit will be charged, if you cancel your booking within 9 weeks of your arrival check-in date 100% of the final booking amount will be charged.

Yes, it is possible to change your booking, as long as the dates are available. There may be a fee to change your booking.

What events are covered?

This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.

Changes to government travel requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This does not include lost or expired travel documents or other personal circumstances relating to a guest’s authorisation to travel.

Declared emergencies. Government-declared local or national state of emergency either in your country of origin and/or the destination (Spain).

Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit travelling to, staying at, or returning from the listing location. This does not include non-binding travel advisories or government advice.

Positive diagnosis of COVID-19. If you have been diagnosed by the health authorities of having COVID-19 and thus cannot travel, we will ask for a copy of your positive test results before refunding you the full amount. If a positive test cannot be produced, and you are unable to travel, we recommend you contact your travel insurance to claim back losses. If required, we can provide a letter to support your claim.

What is not covered?

Disrupted travel plans. Travel disruption including cancelled flights, ferries and trains is not covered by this policy. In the event you cannot travel due to a disruption in travel, we recommend you contact your travel insurance to claim any losses back. If required, we can provide a letter to support your claim. Alternatively, we can offer you the option to move your booking to a later date.

Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; travel advisories or other government guidance (that fall short of a travel ban or prohibition); restrictions or implications for travel including quarantine; cancellation or rescheduling of an event for which the reservation was made; and transport disruptions unrelated to COVID-19. If you cancel a reservation in these cases, the amount refunded will be determined by the standard cancellation policy that applies to the reservation.

Pre-Arrival

You will be sent a link to an online check-in for your booking. This is much like you would do if you were to get on a flight. The online check-in is required by law and will require you to complete your personal information including a scan of your passport and your signature. This information will go directly to the authorities and is not stored on file. You and anyone in your party will be required to check-in online.

As soon as you have successfully checked-in online an automatic link will be shared with you giving you access to your property app. Your property app is specific to your holiday home and gives you guidance on key collection, directions and location of the property, property wifi details, where the nearest shops, beaches, bus stops are and much more.

You can check-in to your property from 4pm onwards and you are required to check-out before 10am on the day of your departure. If you are arriving early and you would like to check-in ahead of schedule, then please give us a call or email and we will see if it is possible for you to start your holiday even earlier. If you would like to request a late check-out then please contact us via phone or email

Covid 19 Information