Frequently asked questions

Doubts when booking

How do we determine the total number of people?

Babies: Children under 2 years old do not pay, although it is necessary to account for them when making the reservation, as in some of our houses they are considered as occupied space when calculating the maximum capacity of the accommodation while maintaining the babies' free status. The crib is free upon request.

Children: Children from 2 to 16 years old are considered as occupied spaces, because we understand that they need a normal bed to sleep, and for this reason, we take them into account when calculating the number of guests that will stay in the house in order not to exceed the maximum capacity of the accommodation.

Adults: We differentiate between children and adults because people older than 16 years must pay the tourist tax.

How is the rental price calculated?

The price of the stay is automatically calculated through the availability search on our website, with the details you enter: reservation dates and number of people (adults, children, and infants). Infants under 2 years are not included in the rental price.

Most of our houses have a tiered price according to the number of guests (people staying in the house). This allows to adjust the rental price according to the occupancy, except during special seasons (when the reservation dates include holidays), when the rental is calculated based on the maximum capacity of the house and does not vary according to the number of guests.

You can check the details of the tiered prices and special seasons in the price section of each house by clicking on "detailed price list" where you will see:

The minimum occupancy (the minimum rental price).
The supplements for extra person up to the maximum capacity.
The special seasons with the stipulated minimum nights.

If you need to modify the number of guests in your reservation, you can do so through the modification link in the reservation confirmation email or from your private user area. The price will automatically be recalculated.

No modifications to the reservation will be accepted after 5pm on the check-in day.

For any questions or incidents, please contact us through the contact form.

Can we be more people than the number stated on the booking confirmation?

It is not allowed to have a greater number of people than that established in the booking confirmation.

If you end up with more people than initially planned, and if the maximum capacity of the house allows it, you will need to update and modify the reservation. You will be able to modify the number of people in your reservation through the link in the confirmation email and also through your private user area. Under no circumstances may the maximum capacity of the house be exceeded.

No modifications to the reservation will be accepted after 5pm on the check-in day.

The occupancy of the accommodation will be limited to the number of people indicated in the reservation and in the contract, also counting children as occupied space, and babies (in some houses). The owner or person responsible for the accommodation may prevent entry to the accommodation in case the permitted number is exceeded. If it is detected that during the stay in the house there is a greater number of people than authorized, the reservation will be automatically cancelled, and the house may be evicted.

In case of daytime visits, consult rates.

Can we receive visitors in the house during the stay?

It is allowed to receive visits in the house as long as the sum of the people housed (guests) and the visits does not exceed the maximum capacity of the house. Children from 2 years old are always already counted, and babies only in some of our houses.

If the total number of guests + visitors is equal to or less than the minimum capacity of the house, no supplement has to be paid.

If the total number of guests + visitors exceeds the minimum capacity of the house, a supplement of €15 per visitor will have to be paid.

To clarify about the visits allowed and their cost, when we send you the reservation confirmation email we will detail it clearly and simply.

An example:
The house Hostal Vilafreser has a minimum capacity of 10 guests and a maximum capacity of 12 guests.

If I have booked for 12 people, can I receive visits during my stay? No, since you have already booked for the maximum capacity of the house.
If I have booked for 8 people, can 2 people come to eat one day at the house during my stay? Yes, since adding the 8 guests + the 2 visitors you will be 10 people (= the minimum capacity of the house) you will not have to pay any supplement for the visit.
If I have booked for 8 people, can 4 people come to eat one day at the house during my stay? Yes, since you will not exceed the maximum capacity of the house Adding the 8 guests + the 4 visitors you will be 12 people (2 people more than the minimum capacity that is 10 people), the first and second visitor will not pay a supplement, the third and fourth visitors will have to pay a supplement of €15 each.

Is the final cleaning of the house included?

On leaving, you must leave the house in the same order conditions in which you have found it and throw away any trash generated. We then do a thorough cleaning to leave it prepared for the following client.

If your stay is longer than 2 weeks, we include an extra cleaning (change of sheets and towels, and bathroom cleaning).

Naturaki houses include cots or high chairs?

All accommodations have at least one high chair and one cot, both free of charge.

The high chair is always available in the house and does not need to be reserved.

The cot is on request . You can add the cot to your reservation at the time of booking, through the booking modification link in the confirmation email, and through your private user area. Please note that cot bed linen is not included and you will have to bring it yourself.

Can we visit the house before making a booking?

We are sorry, but we do not show the houses in advance.

The descriptions and photos of each house that appear on the website are made by ourselves. The opinions published are real and written by people who have stayed in the house. We have been in all houses and we have verified its quality. In addition, we show the distribution plans so that you can easily plan your stay without having to visit the house.

Each house belongs to a different owner therefore the logistical complication that represents showing them would not allow us to work for the good quality of our clients' stays.

Can we organize a party and event or a wedding?

In our houses, organise "nightclub" parties, carry external music devices (including loudspeakers) in the house, place loudspeakers outside of the accommodation or play music outside are not allowed. Nor celebrations that involve a number of people superior to the maximum capacity of the house.

It is very important that you respect this point since none of the accommodations have legal authorization for this kind of options and a celebration of these kind in any house would lead to immediate eviction.

Regarding the events or weddings, the only house adapted to celebrate them is Mas Frigola (always with a prior booking and with a separate cost).

Can we carry our animals?

Most of our houses allow dogs, with no size or breed restrictions, but not other types of animals. The admission policy depends on each house, allowing a maximum of two dogs per stay. Please check the specific details of each house for more information.

Dogs can be off-leash inside the house, but they are not allowed on beds, sofas, or to use blankets, nor can they bathe in water areas (pool, jacuzzi, bathtubs, showers…).

Guide dogs are accepted in all our houses on presentation of the corresponding certificate and accreditation.

There is a supplement of €40 per dog (maximum two per house) and stay for additional cleaning.

I was unable to complete the booking, and now the house no longer appears as available

If you encountered a problem while making the reservation and couldn’t complete the payment, a pre-reservation was probably created, causing the house’s calendar to be temporarily blocked. If this is the case, you will have received an automatic email informing you of the pre-reservation, which includes a link to make the deposit payment by card and the bank account number if you prefer to pay by transfer.

You will have 72 hours to pay the deposit and thus confirm the booking. If after these 72 hours we have not received the payment of the deposit the calendars will be unlocked, and the house will again be available on our website.

When will I receive confirmation of the booking?

Once we have received the payment of the deposit, we will send you an email confirming your booking with all the information and details. The booking is considered confirmed by Naturaki once the confirmation email has been sent, which also serves as a payment receipt. In no case will it be considered confirmed before.

If there is any irregularity in the booking and it is not accepted by Naturaki, if the client has made any payment, the full amount paid on account will be refunded.

Usually, most bookings are automatically confirmed once you have made the deposit payment. If you have not yet received the booking confirmation email, and you have already made the deposit payment, it could be due to one of the following reasons:

Check your spam folder. Perhaps the booking confirmation email has been marked as SPAM.
If you have written a comment on your booking, our customer service team will need to manually review the comment before confirming the booking.
If you have made the payment by transfer, you will not receive the booking confirmation until we have manually validated the receipt of the payment.
You have misspelled your email address. If you detect that there is an error in the booking holder's contact email, contact us to correct it and send you the confirmation email.
There may have been a problem making the payment. Check with your bank to see if the payment has been completed, and if you believe there is any irregularity or issue, you can email us at info@naturaki.com attaching the payment receipt, and we will contact you as soon as possible.

How can I retrieve the reservation confirmation email?

If you can’t find or have accidentally deleted the confirmation email for your reservation, you can request "Resend confirmation email" from your private user area, and the reservation confirmation will automatically be sent to the reservation holder's email address. If you haven’t created an account in the private user area yet, you can ask us to resend the confirmation email by sending us an email at info@naturaki.com.

How do we pay for the booking?

In order to confirm the booking, you will need to make a deposit payment of 25% of the total booking amount by credit card, bank transfer or using a voucher or gift check. If the deposit is not received within 3 days after the pre-booking, the dates will be automatically unblocked.

The remaining amounts (remaining rental fee, tourist tax, and deposit) must be paid at check-in. In the booking confirmation email we inform you about the check-in method offered in the house you have booked as well as the accepted payment methods.

When is the deposit paid and when it is returned?

The deposit that we ask for the stay in the house, it is automatically calculated at the moment that you are booking at our website. The amount of the deposit is paid at the time of check-in.

The deposit will be returned within a maximum of 48 hours from the date of your departure, once we have checked that the accommodation is in good condition. If the deposit is paid with a credit or debit card it will be returned to the same card, if it has been paid in cash it will be returned via bank transfer to the account number provided.

In case of damages (dirty house, trash is not thrown away, stools on the house floor or on garden grass, objects inside the pool or misuse the pool, dogs on the couch, blankets used for dogs and any other misuse of the house that represents additional cleaning hours or does not meet any of the client's obligations specified in the contract) Naturaki and the owner of the house reserve the right to withhold the pertinent amount of money to cover the cost of the damages caused or the hours of extra cleaning needed.

What happens if we leave the house before the day of departure?

When the client leaves the house before the check out date of the booking, he must pay the total amount for the remaining days.

Doubts about booking modifications and cancellations

What happens if we need to cancel our booking?

If you wish to cancel your booking within the 72 hours since it has been done, the complete down payment will be returned. Except if the reservation is made less than a week before the arrival date.

When receiving the booking confirmation, you have the option of contracting the cancellation insurance.

Cancelling the booking will result in retaining the following amounts:

50% of the down payment, when the booking cancellation is made more than 30 days before the accommodation check-in date.
100% of the down payment, when the booking cancellation is made less than 30 days before the accommodation check-in date. In the event that the house is re-occupied for the same price, only 50% of the down payment will be retained.
Not submitting to the house or not cancelling it at least 48 hours in advance of the check-in date, implies having to pay the 100% of the booking total amount.

In the event of circumstances uncontrollable by the client or for a force majeure, the same criteria set forth in this section will be applied.

In the event of cancellation due to services being affected by compliance with the regulations established by the Generalitat de Catalunya (Catalan government) or other competent public administrations in episodes of water shortage, the standard cancellation policy will be applied.

For new reservations made over the 1st of June 2022, the standard cancellation policy will be applied for the cancellations due to COVID.

How can I cancel my booking?

You can now cancel your booking through your private user area in a very quick and easy way by following the steps below:

Access your private user area.
Look for the booking you want to cancel in the "upcoming stays" section.
Click on "cancel booking".
Always respecting the cancellation policy, choose the option you prefer for the refund of the deposit.
Confirm the details of the reservation holder.
Click on "Cancel booking"
You will receive an email confirming the cancellation of your booking.

If there are 2 days or less than 48 hours before the check-in date or if you have already completed the online check-in, and you need to cancel your booking, you must send us an email at info@naturaki.com requesting the cancellation of the booking and we will cancel it manually, always applying the conditions established in the cancellation policy.

Can I change the date of my booking?

Date booking modifications are accepted only within the 72 h after the confirmation booking receipt and always when it still remains more than 15 days for the check-in date. In no case delaying the check-in date will it be accepted nor keep the money for future reservations.

In case you want to change your dates, and always if the house is available, Naturaki can offer you to bring forward the booking dates (that means to come to the house before your booking dates). In case there is no availability or it does not works for the client, the booking will be considered as cancelled.

If you want to cancel your booking within the 72 hours after having received the booking confirmation email, you will receive 100% of the down payment.

For minor changes such as include animals, add or subtract people, add cots and other extra services, please come into contact directly with Naturaki to update the booking.

Can I change the house in my booking?

House booking changes are accepted only within the 72 h after the confirmation booking receipt and always when it still remains more than 15 days for the check-in date.

In no case a change of house will be accepted (except for the aforementioned cases) nor the money will be kept for future bookings, since each house belongs to a different owner.

What is the price of the cancellation insurance and how to contract it?

The price of the cancellation insurance is automatically calculated once the reservation is made, as it can vary depending on the characteristics of the house, the number of nights and the number of people who will stay in the house. To estimate the cost of the cancellation insurance, multiply the total rental amount of the house by €0.0346.

You will find the cost of the cancellation insurance in the confirmation email of the reservation where you will also find the information on the coverage of the insurance as well as the link to be able to contract it.

Very important, remember that the cancellation insurance can only be contracted during the 24 hours following the receipt of the reservation confirmation email.

General doubts of the house

How will the beds be distributed in the house?

You can check the layout of all rooms and beds in the distribution plans available on each house’s page. The house will be prepared exactly as shown in those plans.

Rooms where extra beds or baby cots can be set up are marked with a bed icon and a “+” sign, or a baby icon. Extra beds are only prepared if the number of guests in your booking requires them. Otherwise, setting up additional beds may incur an extra cost.

If during your stay you change the bed layout, as long as the furniture allows it and under your responsibility, you must place them back in their original position before check-out.

What will we find in the house?

In the section "Equipment and Services" you will find everything that is included in the price.

The houses have the necessary utensils for the people who occupy them. If you notice that there is something missing (glasses, dishes, etc.) you must notify the owner at the time of your arrival. In the same way, if during your stay something is broken, you must notify the owner and, eventually, you will have to replace it.

Our houses are for full rental, meaning you rent the entire property. You need to bring all your food and personal hygiene products. Occasionally, we may leave some basic items like salt, oil, etc., but we recommend bringing your own to ensure you have everything you need. All houses include a small cleaning kit with the essentials to start your stay (trash bag, matches, dish soap, cloth…) as well as two toilet paper rolls per bathroom. Shower gel and shampoo are not provided.

Can we find wine glasses in the house?

It depends on the house, we recommend you to ask it directly to the owner of each house. Some houses have it, but some others do not.

When are the swiming pools opened and closed?

The outdoor swimming pools are open from Easter or from April 1st (in case Easter is later than April 1st) until the last weekend of October.

The removables swimming pools are open from June 1st to September 30th.

How should the house be left when leaving?

Houses must be left tidy. This includes, more or less, that the crockery must be clean and placed in its place, the refrigerator with no traces of food and garbage must have been trashed. If the renter does not leave the accommodation in the aforementioned condition, the owner reserves the right to cover any extra cleaning expenses through the deposit.

How should we behave at home?

You have to keep in mind that houses are usually located in very calm villages or neighbourhoods, so you must respect the neighbours and the Rules of the Community of Owners to which the accommodation belongs. In case of negligence or inappropriate behaviour, Naturaki and the owner reserve the right to cancel the rental contract with immediate effect and without prior notice.

In this case, Naturaki will not be obligated to return the rental amount paid by the client.

For the welfare of neighbours, it is not allowed to carry out "nightclub" parties, bring external music devices (including loudspeakers) to the house, place speakers or play music outside of the accommodations.

What can we do in the house and its surroundings?

We are in love with the area and we know it very well. In the surroundings of the house there are numerous and varied activities. In the "Location" section of each house you will find the closest places we recommend. In order to have some more information you can also visit our blog, in which since 2013 we have compiled more than 50 proposals to do in the area.

Doubts about check-in and check-out

At what time can we arrive at the house and at what time do we have to leave?

The usual check-in time is at 5pm and the usual check-out time is at 11am. However, in most of our houses, if the house has not been occupied the night before your arrival or is not occupied again on the same day as your departure, it is very likely that you will be able to enter before 5pm or leave the house later than 11am.

On Sundays and bank holidays, you can enjoy the house automatically until 5pm.

To be able to confirm the check-in time, 2 days before the arrival date you can ask if it is possible to check-in earlier directly to the home owners. On your booking confirmation email we will explain you how to contact the home owners.

If the day of your departure is Sunday or a bank holiday and you want to leave the house later than 5pm, by paying a supplement, most of our houses offer the option of "night check-out" which allows you to enjoy the house until 9pm. You can contract the night check-out at the time of booking, you can do it through the booking confirmation email or from the private user area.

What check-in modalities are available?

Not all houses offer the option of online or remote check-in.

Some houses offer the option of in-person check-in directly with the home owners upon your arrival at the house.

Other houses, however, offer the option of online or distance check-in so you can go directly to the house, or stop by our offices to check in before heading to the house.

In the reservation confirmation email, we’ll explain the type of check-in available for the house you’ve booked.

What is online check-in or remote check-in?

Online check-in, also known as remote access, is the most convenient option to directly access the house without having to go through our offices.

You can do it at any time once the reservation is confirmed, but we recommend doing it at the very latest between 3 and 4 days before the entry date to ensure you have time in case of any incidents with the payment.

You can access it via the link in your booking confirmation email. The process is quick and simple: you will need to enter the personal details of the booking holder, accept the terms of the lease, attach a photo of the identification document and make the outstanding payment (rent, tourism tax, and deposit) with a credit or debit card.

The rent and the tourist tax can be paid in as many payments as you wish.
The deposit, however, must be made in a single payment, as this allows for automatic refund to the same card used for payment.

Once you have completed the check-in, we will validate it and send you the confirmation email for remote access with the following information:

The instructions to access the house: how and where to pick up the keys.
Contact phone to resolve any doubt or incident during your stay.
Practical and useful information about the operation of the house.

When and how should the guest registry be completed?

All guests staying in accommodations located in Catalonia are required to complete the guest registry. Guest registry data, in compliance with the law, is sent to the Directorate General of Police.

Babies (under 2 years old) do not need to be registered. Children under 14 must complete the mandatory fields in the registration form, except for the ID number.

You have until 5:30 p.m. on the check-in day to complete the guest registry. In the reservation confirmation email, you will find the link to fill out the guest registry. Once you open the registry page, you will see an option to share the guest registry via WhatsApp with the group staying at the house, so each group member can enter their information.

Doubts about the drought

What restrictions are in place and how long will they last?

The restrictions imposed by the government will last until there is a significant rainfall event to increase water reserves.
These restrictions vary from municipality to municipality and include, for example, a limit on water consumption per person or on the filling of swimming pools (partial or total). You can check the restrictions in force in the municipality where you will be staying here.

If you have any other questions, you can consult the page we have prepared talking about the drought and how we will face it.

How will the drought affect my booking?

At Naturaki, your peace of mind and satisfaction are our priorities. We are working to make your experience with us as fantastic and relaxing as always and, in fact, right now, you can enjoy a stay in one of our houses as usual.

Indeed, the current situation has led to many limitations in consumption, with a maximum per person per day ranging from 180 litres per person per day and varying according to the area.

For this reason we ask you to help us save water during your stay with these simple gestures:

Cover the pool whenever you are not using it with the cover you will find. This will allow us to avoid a large loss of water due to the effect of evaporation.
Whenever possible, prioritise the shower over the bathtub, which can save up to 250 litres.
A tap uses approximately 10 litres per minute: turn off the tap while brushing your teeth, washing your face, shaving, soaping up or washing the dishes.
If the toilet flush has two buttons, use the small one whenever possible. Doing so will use half as much water and save about 3 litres per flush.
Try to fill the dishwasher and washing machine completely and, if the appliance has one, use the ECO programme.

If you have any other questions, you can consult the page we have prepared talking about the drought and how we will face it.

Will I be able to use the swimming pool?

Yes, at the moment there are no regulations prohibiting the use of the swimming pools and therefore you will be able to use it normally during the usual opening season.

If you have any other questions, you can consult the page we have prepared talking about the drought and how we will face it.

Can I use the jacuzzi/spa?

Yes, at the moment there are no regulations prohibiting their use. You can use them normally.
However, we ask you to do so in a responsible way so as not to waste water.

If you have any other questions, you can consult the page we have prepared talking about the drought and how we will face it.

Can I fill the bathtub?

Although there is no regulation that explicitly forbids it, due to the current situation we ask you, whenever possible, to take a shower instead of a bath. This gesture alone can save about 250 litres of water.

If you have any other questions, you can consult the page we have prepared talking about the drought and how we will face it.

FAQ

Doubts when booking

Doubts about booking modifications and cancellations

General doubts of the house

Doubts about check-in and check-out

Doubts about the drought

Other questions