Ask Questions

Take a look for answers to our most frequently asked questions about our Concierge Collection. 


If you're searching for Frequently Asked Questions about all our other accommodation, please click here


What is the Concierge Collection?
This is our collection of villas that are directly managed and looked after by our local partners. They are based locally and are there to really help you make the most of your stay. You’ll have the independence of your own private villa and the service of a luxury hotel.

What is different about these properties than others on our website?
All these villas meet expectingly high standards and are all directly managed by our local, very experienced management company. They will look after you through your stay, as much or as less, as you like and their aim is to provide every guest with an exceptionally high level of service on par with luxury hotels.

All the villas are in the southwest area of Lake Garda and are all villas that our partners know and look after directly. They are all serviced by dedicated concierge, maintenance and cleaning teams and are all meticulously inspected regularly.

What additional services are on offer?
All of these villas have a 24/7 concierge service. The fantastic range of additional services has been collected, researched and vetted specifically with the quality of your stay in mind. Services include:

* Private Chef and Catering
* Breakfast Deliveries
* Massage & Beauty
* Childcare
* Petcare
* Additional Housekeeping & Laundry
* Villa Stocking & Groceries
* Chauffer & Taxi
* Boat & Bicycle Rentals
* Wine Tastings & Tours
* Private Boat Tours
* Excursions & Day Trips
* Sporting Activities

How do we Book?
Easy! Once you’ve found what you’re looking for, simply click the Availability and Booking box at the top of the page. Insert your dates and submit. You’ll be taken to our Reservation page where you can pop in all the details of your party. There’s a handy box too if you need to let us know of any special requirements!
 
You’ll get an email with the details of your reservation. Once we’ve confirmed with the owner, we’ll send you everything you need to confirm your booking.

Alternatively, send us an email and we’ll help you do the booking directly.

How do I know the Booking is confirmed?
When you book, you’ll get a summary of your reservation. All bookings are provisional and once we have confirmed with the owner, we’ll send you a confirmation along with details on how to pay the deposit. Only when we receive your booking deposit and we have sent your Booking Confirmation will your booking be deemed confirmed.

How do we pay?
To reserve one of the villas, we ask you to pay between 30% and 40% as a deposit. This varies according to the villa. We won’t charge your card until we have sent you your booking confirmation, which normally takes around 24 hours.

The deposit payment can be made using all major credit & debit cards and is all done through our super secure servers.

The balance payments will be made in 2 further stages and will be detailed at the moment of booking:

30% to 55% of the balance paid to the Property Owner by bank transfer no less than 50 days before your arrival.

- The remaining balance paid to the Property Manager by bank transfer no less than 20 days before your arrival.

Payments are divided between the Property Manager and Property Owner to comply with Italian VAT regulations.
 
Are my payments secure?
Yes! Our secure payment provider is Stripe who uses the latest in data encryption and anti-fraud technology. This keeps your information secure and reduces the risk of online fraud.
 
What is included in the price?
The prices shown on our website are the total rental cost of the villa you choose. For each villa, take a look at the Specific Rate Details where everything included in the price is clearly shown. This will often include Air Conditioning, Bed Linen and Towels, but be sure to check here first. Any extras, whether obligatory or not, are shown also in this section.
 
When you book, you’ll receive a confirmation of all costs and what is included in the rental.
 
Please note that Italian Tourist Tax is payable at all properties in Italy and is always due in cash on arrival. For more information about tourist tax, see our section below.
 
Do I have to pay a damage or security deposit?
Yes. The damage deposit is paid by pre-authorisation on your credit card (the card is authorised for the amount, but not actually charged unless there are damages). If nothing is broken, no money is charged.

If something is broken during your stay, the Concierge team will provide you with the precise cost of replacement or repair and you will be charged only for the actual amount of the damage.

The security deposit must be paid within 5 days before arrival. If no deductions are required, the authorisation for the security deposit will be cancelled in full within 48 hours of your departure from the Accommodation.

What is the changeover day?
Most places on Lake Garda during the peak season normally have Saturday as their changeover day. This is often flexible off season and we do have some properties with flexible changeover days even in the summer.
 
You will find the changeover information in the Specific Rate Info section on each property page.

Do we need insurance?
We do not provide holiday insurance at Lemon Tree Rentals but we do highly recommend you take out a travel insurance policy before you leave. We have partnered with Flexi Cover insurance, one of the UK’s leading travel insurance providers. You can get great offers here.
 
What happens if we need to cancel?
If you do need to cancel, you need to let us know in writing (by email is ok). There are different amounts that we are able to refund, depending on when you cancel and what you have already paid. You can see this information in full on our Terms and Conditions page.  
 
Can we transfer our booking?
It may be possible to transfer your booking to another party. Just send us an email and we’ll see what we can do. Where we are able to transfer a booking, an amendment fee of 25 EUR may be payable.
 
Can we bring our dog?
A lot of our accommodation are pet friendly. Please check with the individual accommodation details to check if pets are allowed and any costs.
 
Can we borrow a high chair and/or cot?
Most of our accommodation have high chairs and cots available. Please check with the individual accommodation details to see which items are provided and any costs.

Where do we collect the keys to the villa?
3 weeks before your arrival you will be sent a detailed arrival instructions email. This includes instructions for everything you need to do, including the registration (European law requires that every guest is registered with the local authorities), the damage deposit, key pick up and check in, and detailed driving directions including photographs and GPS coordinates.

Every villa has a Masterlock Keysafe outside the main gate. You will be sent the combination prior to arrival, so when you arrive at the villa you can collect the keys from the keysafe and let yourselves in. As soon as you have settled in, your Holiday Angel (a member of the Concierge Team) will come by for your check-in and a local orientation.
 
What time can we arrive?
Standard check-in time is between 1500 and 2100. You can arrive later without an “official” check-in by collecting the keys from the keysafe outside the gate. Your Holiday Angel will come by the next day to do the official check-in.

Early check-ins may be difficult as it does take the teams a good amount of time to get the villa perfect for you. Please let us know in advance though if you think you may need an early check in and everyone will do their best for you. Remember, it’s not guaranteed unfortunately.

Standard check out time is by 1000. It is a self check-out, so you can leave as early as you please with no problems. It may be possible to accommodate a late check out only on the rare occasion that the next guest has confirmed they will be arriving late. 


Is the pool open all year round?
Most swimming pools open from early to mid May and close mid to end of September. This may vary according to weather conditions at the time. Feel free to ask us about specific opening dates for any particular property.

 

How far is the nearest airport?
Lake Garda is accessible from lots of northern Italian airports. You can see the distances on each individual accommodation details. Check out our Travel Page to see which airports are the best to fly in and out to.

 

Do I need to hire a car?
It’s not always necessary for a stay at Lake Garda but it does depend on where you stay and how much exploring you want to do. We often recommend a vehicle as it opens Lake Garda so much more. Check the accommodation details to see whether a vehicle is necessary or not.

 

You can look at our great deals on Lake Garda car hire directly on our website. See our Car Hire options.

 

If you don’t fancy driving on the other side of the road, we can help organise an Airport Transfer for you. Just use our search engine to find the best offers!


Can you provide us with local information before we arrive on Lake Garda?
Yes! Our staff know Lake Garda really well so we can provide plenty of advice and tips for things to do and places to see. Before you depart, we’ll also send you timetables for the ferry service on the lake so you can get a head-start on planning any trips around Lake Garda!


 

Have any more questions? Feel free to contact us directly!

 

You can send us an email to enquiries@lemontreerentals.com or send us a message through the form on the side of each page of our website.

 

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