Frequently Asked Questions
What is the minimum rental?
With city apartment rentals, the minimum rental is usually 5 nights. Although there are exceptions. Often owners will accept 3-4 nights but at a higher nightly rate.
Other areas in France, Italy and Spain: One week and generally rentals are Saturday to Saturday. We have many owners that are flexible with this, especially during spring, fall and winter seasons
Caribbean and Mexico: One week, although often in low season (mid April to mid December), five nights are accepted. In most cases arrivals are accepted on any day.
Other Locations: Generally one week.
What are the rates?
We are proud to offer the best value in upscale villa and apartment rentals. There are many factors in determining the rate, including amount of people, time of year and length of stay. We will quote you a rate for your specific dates/property immediately upon request. We always offer significant reductions on all rentals that are at least 10 nights in European city apartment rentals and for 2 weeks or more in all other areas. Often an owner of a larger property will give special or reduced rates for a smaller group. The longer the stay the less per night/week.
What is included?
Our prices always include bed, bath and all household linens. All include hairdryer, iron/iron board, kitchen appliances, dishes, utensils and cookware. An initial supply of paper and cleaning products are provided. Taxes are always included except for a few Italian properties where local taxes are applicable as well as villas in Mexico and Some Caribbean Islands.
Are there any additional costs?
Any other additional costs will be advised with your specific quote. Pool heating is usually additional as well as opening or maintaining the pool outside the normal season. Generally heat during winter is additional. Final cleaning may be applicable. A refundable damage deposit will payable to the keyholder or will be due at time of final payment. In lieu of a cash deposit, a few owners will offer to take a credit card imprint and only charge your card in case of any damages or unpaid charges. Of course there are always a few exceptions. In your lease the details of the applicable security deposit and extra charges are clearly stated.
Should I bring linens?
Bed, bath and household linens are provided at all of our properties. Beach or pool towels are rarely supplied. If provided it will be clearly indicated in the property description. A linen change except in city apartments is once per week in France and Italy. We can arrange a mid-week change of linen if requested in advance.
At what time should I arrive?
Arrival times are generally 2:00 – 7:00 PM for apartment rentals and 4:00 - 8:00 PM for villa rentals. Departures at most properties is by 10:00 or 11:00 AM. If you rent one of our city apartments, we try to accommodate the early arrivals from American carriers and in most cases, clients can proceed directly to the apartment upon their arrival. However early access will only be authorized if there are no outgoing guests. The only way to guarantee immediate access is to book the apartment for the night before your rental term. Unless there are incoming tenants, if requested in advance you may have a late check out.
For villa rentals, frequently we can obtain permission for earlier access but this must be requested in advance. Any modifications to the above have to be agreed in advance.
When will I receive the instructions about reaching the property?
Once we have received final payment for your rental, you will be sent a detailed arrival packet, including directions, local contact, address, telephone number and names of any staff. Final payment is due 45 days prior to the beginning of your rental term. If all payments are made on time you will receive your arrival packet 3-4 weeks prior to occupancy.
What if a problem arises during my rental?
Occasionally problems arise. You can either get in touch with the caretaker/keyholder, the owner or our local representative. If the problem is not resolved to your complete satisfaction, we encourage you to contact Heaven on Earth, and you may call us collect. We are available Monday through Friday from 8:00 AM to 6:00 PM (EST) or on Saturdays, May to September, from 10:00 AM to 3:00 PM (EST). When you receive your rental packet from us, you will also receive the relevant telephone numbers where we can be contacted.
Can I bring my dog?
Sometimes in France small dogs are accepted. Dogs are usually accepted everywhere in France even at a Michelin starred restaurants. There may be a small supplemental charge. Please inquire upon booking
How can I check the availability of a property?
You may request more information through one of several ways: e-mail, telephone, fax or fill out our online Request Form. We can generally advise you of availability within 24-48 hours.
How do I make a booking?
Once the availability of your desired property is confirmed, we will send you our lease. You will have 10 days to return the lease with the initial 50% deposit. If the rental is more than 9 months away, and if requested, we will accept a 30% deposit to secure the rental. Final payment and refundable damage deposit, if applicable, will be due in our office 45 days prior to the start of your rental. All payments are by check only and are made payable to Heaven on Earth, Inc. If payment by credit card is desired, we can set up payment through Pay Pal, however you will be liable for any Pay pal fees associated with the payment. Once full payment is received, complete arrival details including address, directions, telephone number and key pick information will be sent to you. All deposits are non-refundable unless the property can be re-rented during your time period. CLICK HERE TO VIEW A SAMPLE LEASE.