FAQ

Doubts when booking

How do we determinate the total number of people?

Children under 2 years of age are free of charge as they will be sleeping in a cot and will not occupy an additional place. The cot is free.

Children over 2 years of age need to sleep in a regular bed and they are considered as a regular place. They must be included when counting the number of guests.

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

It is not allowed to be more people thant the number of people established in the booking confirmation. In case of being more people some of the days of your stay, you must notify it when making the reservation.

If at the end you are more people than originally planned, and the maximum capacity of the house allows it, we can update your booking and resubmit the booking confirmation with the updated number without any problem.

The accommodation's occupancy will be limited to the number of people indicated in the contract, including children without their own bed and older than 2 years. The owner or person responsible for the accommodation may prevent from going into the accommodation in case of exceeding the number of people allowed. If it is detected that during the stay there is a higher number of people than the authorised, the booking will be automatically cancelled, and the house will be evicted.

In case of daytime visits, check rates.

Naturaki houses include cots or high chairs?

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

If you need a cot, remember to let us know when booking or before coming to the house so we can prepare it for you.

Remember that cot's sheets are not included.

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).

Can we carry our animals?

Dogs are allowed in most of our houses, but no other type of animal is allowed.

There is a supplement of €30 per dog (maximum two per house) and stay for additional cleaning.

When will we receive the booking confirmation?

Once the booking is checked and the payment received, a booking confirmation email / payment receipt is sent. The booking is considered confirmed by Naturaki once the confirmation email of payment / payment receipt has been sent and, in no case will be considered confirmed before.

In case there was any irregularity in the booking and it was not accepted by Naturaki, the down payment, if any, will be refunded fully.

How do we pay the booking?

At the time of making the booking a down payment must be paid, specifically the 25% of the total booking amount. If, 3 days after the pre-booking date the down payment has not been received, the booking dates will be unlocked.

The remaining amount must be paid upon arrival in cash or by credit card (consult the house's payment methods in the house description on our website or on the booking confirmation email. If it is not specified, it does not accept credit card payments.
At this same time, the rental contract will be signed, which will also be used as proof of payment.
The tourist tax will also have to be paid. In the event that the accommodation is in the category of tourist use (HUT), the tourist tax will be €1 per night per person over 16 years, with a maximum of 7 nights. In case the accommodation is in the category of Rural Tourism Accommodation, the tourist tax will be €0.50 per night per person over 16 years, with a maximum of 7 nights.

When is the deposit paid and when it is returned?

In all stays a deposit of €300 is required, which must be delivered at the time of your arrival in cash or by credit or debit card (depending on each house).
The deposit is returned within a maximum period of 48 hours after the end of your stay, in order to check the correct condition of the accommodation. If the deposit is left with a credit or debit card it will be returned to the same card, if it has been left in cash it will be returned via bank transfer to the account number provided.

In case of damages (dirty house, trash do 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.

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 houses adapted to celebrate them are Mas Frigola and Mas Salvanera (always with a prior booking and with a separate cost).

Can we visit the house before making a booking?

We are sorry, but we do not show the houses without having a booking.

Our descriptions, photos (real and made by ourselves), plans, opinions and all the information exposed in each house description on the web correspond faithfully to the current and real situation of the houses. We have been in every home 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 before booking, is the reason why we do not allow visits to the houses.

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.

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.

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.
 

General doubts of the house

What will we find in the house?

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 fully rented, that means that we are renting the whole house. You need to bring all food and your personal cleaning products. Occasionally, in some houses, we can leave basic foods such as salt, oil, etc. You will find a small cleaning kit that includes the minimum necessary to start your stay (rubbish bag, matches, dishwasher soap, cleaning cloth, etc.). Shower gel or shampoo is not included.

In the section "Equipment and Services" you will find everything that is included in the price. For any particular doubt, you can call the owner of the house (phone number provided on the booking confirmation email).

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 swimming pools of the houses will be open from Easter to the last weekend of September.

The wading pools of the houses will be available from Saint John eve (June 24th) to the last week of August.

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?

Houses check-in time is from 5 pm to 8 pm.

In case you have to check-in in our office (if so, you will see it specified in the booking confirmation email) you can come between 12 am and 700 pm of the same day of the entrance (remember that if this time does not suits you, you can aks for the distance check-in).

Check-out must be before 11 am in the morning if there is check-in the same day. On Sundays and long weekends, you can enjoy the late check-out, remaining at the house until 5 pm.

On the booking confirmation email you will find the houseowner's telephone number. You must call him directly to notify the arrival time so he can wait you directly in the house at the agreed time and have everything ready. In case you want to check-in before or after the established time, consult the owner if it is possible to deliver the keys on another time (as long as the owner has availability, which is not an obligation).

What is the distance check-in option?

It is the option for customers arriving outside of our office time (from Monday to Friday from 10 am to 7 pm, except July and August that we also are open on Saturdays at the same time) or for those people who want to go directly to the house without need to come to our offices.

In order to make the distance check-in, it must be notified at least 4 days before the arrival day. We will send you the contract, which need to be signed, and the pending payment details (deposit and tourist tax included). Once the documentation and payment has been received, the distnace check-in instructions will be sent in order that you can to go directly to the house without coming to our office.

Other questions

What is Naturaki?

At Naturaki we are a team of people dedicated to managing rural and charming houses in Girona and Costa Brava area.
We manage the house advertising and the house bookings for the owners. We have our own houses and, aside, we manage the bookings of all the houses that appear on our web site. Managing them exclusively allows us to optimise their quality and services as we choose them one by one and know all the owners.
You can see more information about who we are at: https://www.naturaki.com/qui-som/

Do you accept bookings through agencies or tour operators?

In Naturaki, we only work with the final user, therefore, we do not accept bookings made through travel agencies or tour operators who add an extra fee to the price that is advertised on the website or that does not provide us with information about final customer, since it is to whom we send all the information. This allows us to ensure full transparency to the final customer with what you will find in our homes.

If you want to work with us, you can do it as an affiliate. You can find all the information and how to offer this service to your visitors to: www.naturaki.com/programa-afiliats/

In the case of detecting that the booking information is not the one of the final customer we reserve the right to cancel it.

Do you make offers?

Timely, we make last-minute offers and send them through our last-minute offers newsletter and we post them on social networks. If you want to be the first to find out you can subscribe to: https://www.naturaki.com/en/deals/
 

Your question has not been resolved?

Call us and we will resolve it

+34 972 49 80 30
From 10 am to 7 pm, 365 days a year.

Contact us

Send us any questions or proposals, and we will answer you in less than 4 working hours. If you prefer, you can send us an email to info@naturaki.com.
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