FREQUENTLY ASKED QUESTIONS

 

1 How do I contact you?
2 Do you have flexible arrival dates?
3 How do I book a property?
4 What does the Total Price stated include?
5 Do I need to provide a security deposit and what if i cause any damage?
6 I need to cancel my booking
7 Can I change the property and/or dates of my booking?  
8 How do I get the address and keys to my apartment?
9. What time can I check in and out?
10. Is linen included in the price?
11. What else can I expect at my chosen accommodation?
12. What happens if I need help or have a problem during my stay?
13. Can you provide extra shopping services?
14. Do you accept pets?
15. Are you allowed to smoke in the properties?
16. How do I give you my arrival details?
17. Can you provide me with the paper work for my visa?
18. Do I need to take out travel insurance?
19. How can I check that the apartment is suitable for me?
20. Construction
21. WIFI/Internet
22. INTERNET FRAUD!!

1. How do I contact you?

You can email us at enquiries@stayyna.com. We guarantee a response to your email within 24 working hours. If you would like to speak to someone about booking please call our Bookings Team on +44 (0) 203 397 7903 between our working hours of Monday – Friday 9am – 5pm. GMT
(Please note this is a booking office enquiry line and not the phone number to call when you arrive at your apartment. Your arrival email will give you the details of your Local Manager, contact number and the address of the property you are staying in) 

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2. Do you have flexible arrival dates?
Yes we do. You can arrive any day of the week!

Our prices are per night. We understand you may not want to stay for an entire week or you may wish to stay for 10 nights. If the property is free on the dates you require we are happy to take your booking. The price quoted per night is based on a 7 night stay during the lowest season. If you stay for less than 7 nights the price per night will increase. The longer you stay the less you pay per night!

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3. How do I book a property?

You can book on line with us. Our calendars are live and up to date, so if the dates you want are free then you can book.

We have a 2 step Easy Booking Process

Booking Process – Booking is simple with 2 easy payments, and plenty of notification about your arrival…
1st payment: Once you have chosen your accommodation and decided to book we ask for a 25% non-refundable deposit of the total cost of your booking, if your arrival is more than 8 weeks (56 days) away. Please note, if your arrival is less than 8 weeks (56 days) prior to booking we will ask for the total cost of your booking.
Booking Confirmation Form: You will then receive a confirmation form with your booking details.

Pre-Arrival Email: You will also receive a pre-arrival email where you will be informed of the property address, directions, manager’s details and you will be requested to inform us of your arrival details.

Pre-Arrival Reminder Email: 1 week prior to your arrival you will receive a second email where you will be reminded of the property address, directions, manager’s details and you will be requested to inform us of your arrival details if you have not already done so.

2nd payment:  If you made your booking more than 8 weeks (56 days) prior to arrival then your second payment (the remaining 75%) will be taken automatically from your credit card 8 weeks (56 days) prior to arrival.

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4. What does the Total Price stated Include?

The total cost of your stay includes:

Accommodation
Your booked accommodation
Additional Services
Any additional services from the Add On Menu you may have chosen during the booking process e.g. airport transfers, champagne to extra cleans.
Local Managers Fee
The Total Cost includes your Nice Local Managers fee.

This fee is included in the total price of your accommodation and covers our unique YNA service. This includes; 5 star clean prior to your arrival, a personal meet and greet and handing over of keys, information about the local area, fresh linen and towels for each bedroom only, toiletries and a complimentary welcome basket plus our 24 hour emergency call out service. Please note linen and towels for sofa beds are not included in the total cost. These can be purchased during the booking process in Additional Extras. 
Administration Fee

An administration fee will be charged to all bookings. Please note this is included in the total price of the property.

Total Cost of your stay does not include:
Credit Card Fee
There is a 3% fee added to all bookings made with a debit or credit card. Please note this is not included in the price of the property.
Debit Card Fee Exemption
Debit cards do not incur payment fees.

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5. Do I need to provide a security deposit and what if I cause any damage?

A security deposit will be pre authorised on the card used to book 1 working day before your arrival or on the Friday before your arrival if arriving on a Saturday or Sunday. For your information, depending on your bank, the pre-authorisation charge may appear as an actual charge, especially if you are using a debit card. All credit cards must be valid for the duration of your stay. If your card has expired before arrival, we will require alternative details. If your credit card has expired during arrival and if there is accidental damage caused to a property then please contact us immediately so we can assess this with you being present. If we identify any breakage or damage to the property after your departure we will take photos wherever possible and email these to you with details of the damage and the cost of repair. This will then be charged to your credit card. (Please note we do not accept cash deposits. Refusal to provide valid credit card details will result in non issue of keys to the property and no refund for your booking.

The following security deposits apply: 

Deposit Sums

Nice, France
Euros 500 for standard 1 bedroom properties
Euros 1000 for 2 bedroom and all DELUXE properties including 1 beds
Euros 2000 for Villas

Dingle, Ireland
Euros500 Up to 3 bed property
Euros 1000 4 bed property and over

Ibiza, Spain
Euros 2000

Should a guest be given a discounted monthly rate due to reserving a property throughout the winter months. The security deposit of 1 months rent will be non refundable should the guest terminate the reservation before the agreed number of months.

The guest is liable for all damage caused to a property even if this is above the amount of the security deposit taken.
The guest should report damage to a property within 24 hours and within the period of their stay to their local manager or head office. Photos and a damage report will be carried out by the local manager and invoices presented to the guest for the amount for the damage to be rectified.
If this is above the security deposit this is payable by the guest within 48 hours. Legal proceedings will be taken in the event of non payment. 

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6. I need to cancel my booking

In the event you need to cancel your booking please refer to our Terms and conditions 

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7. Can I change the property and/or dates of my booking?

Changing the dates of your booking will incur a E30 administration charge. This includes shortening or lengthening your dates of stay. Once booked you cannot change the property you have chosen. However, if the booking is made 12 months in advance of arrival the booking may be changed at the discretion of YNA International.
 
No changes are permitted within 8 weeks of arrival unless you are extending your stay.
 
Cancellation on the grounds of war or terrorism or other force majeure is not covered and no refunds can be offered. Guests must abide by our standard cancellation terms and conditions. Please do not hesitate to call head office on +44 203 397 7903 for more information. 
 
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8. How do I get the address and keys to my property and inform you of my arrival time?

You will receive an arrival email which will have the address of your chosen property and the name and contact number of the Local Manager who will meet you at check in. We ask you to complete and submit your arrival details in plenty of time so we know what time you want to check in.

The Local Manager will meet you at the property and give you a warm and informative welcome to your new home and to the local area. Then we hand over the keys and let you enjoy your stay.

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9. What time can I check in and out?

Nice, France
Check In:
Apartments 3.00pm
Villas 4.00pm
Check Out: 10.30am

Dingle, Ireland
Check In:
Standard Cottages 4.30pm
Check Out: 10.30am

Ibiza, Spain
Check In:
Villas 4.30pm
Check Out: 10.30am

We try to be as flexible as possible and if you arrive early and your accommodation is free and prepared we can check you in. If your accommodation is mid-preparation we will let you drop your luggage at your accommodation and let you know as soon as it is ready. (Please note you must notify your Manager if you intend to change your arrival time. If you do not notify your Manager of a change of arrival time a 30 Euro will apply at your meet and greet or if you do not pay this £30 will be taken from your credit card provided).

Our check out time is 10.30am. Again if we do not have an arrival that day or we do not need immediate access to prepare the accommodation for the next guest we allow you to check out at your leisure that day. 

EARLY ARRIVAL FEES before 9am
If your accommodation is available and prepared there is a 30 Euro surcharge for check ins before 9am.
LATE ARRIVAL FEES – after 9pm

Please note for guest arrivals at all accommodation there is a 30 Euro charge for arrivals between 9pm and before 10.30pm and a 50 Euro charge for arrivals between 10.30pm and midnight. (Unfortunately we cannot waiver this fee for any type of delay including delayed flights and traffic issues)

If a guest does not pay the surcharge for a late or early arrival at check in then this amount will be charged to your credit card plus a £15 administration fee.

Please note we cannot accept arrivals after 12.00am/ midnight. In the case of delayed flights please inform us if you cannot arrive within the check-in time limit of 12.00 am/ midnight and we will arrange to meet you at a convenient time the next morning. 

If you are arriving late at night then we advise you to book into a hotel close to the airport.

NICE
Ibis Hotel Nice Airport: This hotel is across the road from the airport and you should not need a taxi, please be aware that taxis can be difficult to obtain very late at night

DINGLE
There are no hotels at Kerry Airport. In case of late arrival there are a number of hotels in Killarney or Tralee, you would need a car or taxi to reach them.
Holiday Inn Kilarney
River Island Hotel
Earl of Desmond Hotel

CYPRUS
There are no hotels at either Larnaca or Paphos Airports. In case of late arrival we suggest you visit the Cyprus Tourism Organisation desk in the arrivals hall. They will be able to assist you in finding emergency accommodation. The CTO desk can be found next to the car rental desks directly opposite when you exit the arrivals hall in Paphos Airport or on Level 0 next to the shops in Larnaca Airport. You will need to take a taxi/ hire a car to reach any hotel. A taxi desk can be found outside the airport entrance in Paphos or outside the Arrivals Hall on Level 0 in Larnaca.
The following hotels are closest to the airports

Larnaca Airport:

Henipa Hotel
Princess Beach
Lordos Beach Hotel
Paphos Airport:
Louis Phaethon Beach
Aquamare Hotel
Pioneer Beach Hotel

We recommend you print off this information or save it to you phone and have it with you in case of flight delay and late arrival
PLEASE NOTE: YNA can provide a letter for your insurance company stating you could not spend the first night in your booked accommodation due to an unacceptably delayed flight.
If your arrival is on either Christmas Day, New Years Day or Easter Sunday there will be a 30 Euro surcharge for check-ins.

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10. Is linen included in the price?

The price of your stay with us includes crisp white linen sheets for each bedroom and fluffy white towels (two per person).
On arrival your property will be cleaned to our 5* hotel standard, but should you require any mid stay cleans or a change of linen and towels there is a standard price for each of these and this can be paid for during the booking process in ADDITIONAL EXTRAS. Alternatively you can arrange these with your Local Manager on check in.

Sofa beds
In order to give you the best value price the total cost of your accommodation does not include linen or towels for sofa beds (as you may not be using this). Linen and towels for the sofa bed must be booked at time of booking in ADDITIONAL EXTRAS (Please note if sofa bed linen has not been booked it may not be possible to provide this on the same day as your check in).
All our properties have the same high quality linen & cleaning so you can be rest assured of the same YNA standard every time you stay with us.

Extra Linen
Extra Set of double linen and towels: £20-£30
Extra Set of King size Linen and towels: £25-35
Extra Set of single linen: £20
Extra towels: 5 Euros per towel/ £5-7.50

Please note that charges for extra linen may differ depending on destination due to differences in laundry costs.

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11. What else can I expect at my chosen accomodation?

Complimentary Welcome Basket
We provide a complimentary welcome basket on your arrival of basic goodies so you can make yourself a cup of tea or coffee on arrival and have a snack, plus a cleaning pack and map and/ or guide books of the area.

Complimentary Toiletries
Locally produced toiletries are provided for each bathroom, please see the individual property page for further information

Stay YNA App
You can now download the Stay YNA App free of charge from your app store. Packed with in the know information about where to go, eat, drink and enjoy.

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12. What happens if I need help or have a problem during my stay?

All our properties are checked after each guest to ensure everything operates how it should. Sometimes no matter how vigilant we are occasionally problems can occur. If there is a problem with your house or you need help or advice during your stay our Managers operate a call out service whilst you are staying with us. This service is available during our office hours only 10.00am – 5.00pm. After 5pm we operate a strictly emergency only call out service for serious issues that need addressing immediately. Please note the callout service does not cover locking keys in your accommodation after 7pm. There is a £100 charge if you require letting into your accommodation after office hours.

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13. Can you provide extra shopping services?

We can provide the following and they can be booked and paid for at ADDITIONAL SERVICES during the booking process.

Airport Transfers
Baby Cot, Baby High Chair
Beach Towels
Luxury Artisan hamper
Chilled champagne

Shopping Service: We can provide a bespoke shopping service. We will quote a price for collection and delivery and provide you with receipts on arrival, depending on the amount of shopping required and how.

Baby Cot: 15 Euros/ £15
Baby High Chair: 15 Euros/ £15
Baby Comfort Package: Baby Cot & Baby High Chair 50 Euros/ £25
A luxury Artisan hamper: 75Euros
Chilled champagne and glasses:Price on request

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14. Do you accept pets?

As much as we love animals we are sorry but we have a no pets policy due to possible damage, extra cleaning and allergy issues in all our properties in Nice and Cyprus.

Please understand if you take a pet into a property without our knowledge there will be a £100 charge to your credit card provided.

However, most of our Ireland properties will allow dogs. Please check the individual property to check if it allows dogs, or you can call head office to find out. Please note that any extra cleaning needed due to your pets will be charged to your card.

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15. Are you allowed to smoke in the properties?

We have a strict no smoking policy in all of our rental properties. If guests are found to have been smoking in a rental property they will be charged £100 to your credit card provided for extra fumigating costs.

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16. How do I give you my arrival details?

Arrival Email
You will receive an arrival email with all the details you need to know about the Local Manager, address of property, directions. We also ask you for essential information about your arrival arrangements such as flight details and it is essential you complete this and send back to us.

You will receive this email again just before your arrival in case you did not complete the first one. If you have already completed it, then please ignore it.

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17. Can you provide me with the paper work for my visa?

There is a £30 fee if you require paper work and confirmation for a Schengen visa. This fee needs to be paid via credit card.

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18. Do I need travel insurance?

You are responsible for taking out comprehensive travel insurance prior to commencing your trip. We strongly recommend all guests ensure they have adequate travel insurance.

19. How can I make sure I choose the right property for me?

It is really important to us that you choose the right property for your holiday. Each property has its own page on our website and we try to give as much information as possible to help you make an informed choice. Please bear in mind that we are a UK based company so this can influence the way we describe certain facilities! When talking about floors in a building for example, the floor and street level is described as the ground floor, the next floor up the 1st floor etc. Bed types refer to standard European sizes, measurements are given wherever possible, property sizes are listed in square meters rather than feet. If you do have any specific requirements or perhaps have mobility concerns, we recommend you contact our Bookings Team on enquiries@stayyna.com. Whilst every care is taken to ensure that all information on our site is accurate and up to date, we cannot be held responsible for the inaccuracy of information provided by Property Owners in good faith.

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20. What happens if there is construction work going on?

We will inform you as soon as we are aware of any major issue inside a property that might impact on your stay. You can then choose whether to move to alternative accommodation, cancel your booking or stay in your original accommodation.

Whilst we will endeavour to inform you of any construction work going on outside the property e.g. in the building, street or local area we are not always made aware of works planned by private contractors or local authorities. If we are made aware of such works either before your arrival or during your stay we will evaluate the situation fully to ensure the minimum impact on your stay. However we cannot automatically move your booking to alternative accommodation or offer any refund due to our contract with the property owner. The owner is entitled to be paid for the booking regardless of construction/ noise or any other disturbance outside of his/her control.

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21. What happens if there is a problem with the WIFI/ Internet?

Internet access is provided free of charge where available, we cannot be held responsible for the disruption of internet access or English speaking TV channels due to internet/ TV service providers or any other third party. In this event of lack of TV Service or internet due to the service provider compensation cannot be given, please bear this in mind when making your booking.

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22. Important information on internet security

There have been a number of articles in the news recently regarding e-mail phishing scams via well-known holiday rental websites. Phishing is the attempt to acquire sensitive information often for malicious reasons by masquerading as a trustworthy entity in electronic communication. Criminals then use this information to try and commit fraud.
Whilst our site has not been affected please take a minute to read the below information

What to watch out for when booking a rental property
– Badly written English/ a sudden change in the style of writing in the correspondence
– A property that was unavailable suddenly “becoming available” but not showing as available on the website
– Requests to make payments via bank transfer rather than booking online, especially to bank accounts in an individual rather than company name or accounts in other countries
– Requests to complete and return booking forms/ contracts with personal information, an online booking made through a website will generate an automatic confirmation

How to stay safe online
– Only make bookings through secure reputable sites
– Pay with credit card- whilst this will incur a fee, your payment is then covered against internet fraud by your card provider
– If you are unsure, call the office at the number displayed on the website
– Be careful when giving out personal information
– Regularly change e-mail passwords and check security settings

If you receive a suspect e-mail; mark it as SPAM and report the sender to your e-mail provider
If you believe you have been the victim of internet fraud contact the police and inform your bank.

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Thanks!

WELCOME20

If it's your first time booking with STAY YNA then we'd like to give a EURO 20 discount on all homes to say welcome!

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HOME OF THE WEEK

Take a look at our Home of the week, Soleil

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Summer Sale!

€100 off Ireland homes in July and August with promo code GAPPY100

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