Ask Questions

Take a look for answers to our most frequently asked questions about booking and staying in our Holiday Villas and Apartments on Lake Garda. 


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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.

Do I have to pay a Deposit?
To reserve a property, we ask you to pay a 30% deposit. We won’t charge your card until we have sent you your booking confirmation, which normally takes around 24 hours.

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.

When is the Balance due?
The balance is due 56 days before the start of the rental. If the start of your rental is less than 56 days away, then full payment will be required at the time of booking.
 
How do we pay?
We accept both credit card and debit cards and there are no transaction charges for any payment type.
 
All transactions are in British Pounds Stirling (GBP). 

 
If you would like to make payments towards your rental during the period before the balance is due, then that is certainly possible. Just ask us for more details on booking.
 
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 accommodation you choose. For each property, 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.
 
On booking, we charge a small service fee of 5% of the rental cost. This is added at the time of booking and is included in the total rental charge. Our service fee helps cover the costs of running our service.  
 
Do I have to pay a damage or security deposit?
Nearly all of our properties require a security deposit when you arrive. The amount varies (see the Specific Rate Info section on the property page) and is required to be paid either in cash or by credit card and on arrival.
 
The security deposit is for the owner to hold on to, just in case there are any damages to the accommodation during your stay. As long as you leave everything clean and tidy with no damage, the property owner will return your deposit when you check-out.

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.  
 
We are not able to refund the deposit you paid to secure your booking.
 
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 GBP 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.
 
What time can we arrive?
Each property has different arrival and departure times. You can see these on the individual accommodation details and they will be written on your confirmation email. In most cases, the check in time is from 15.00.
 
If you expect to arrive before the stated check-in time, please be aware that the accommodation may not yet be ready for you and you may have to wait.
 
If you expect to arrive after the latest check-in time, then please contact us as soon as possible. It’s normally not a problem but we have to inform the owner to make sure that someone will be there for you.
 
Where do we collect the keys to the property?
Most of our accommodation is staffed in which case there will be someone to welcome you and show you to your accommodation. They will also be on hand to help you during your stay and offer plenty of tips and advice of things to do and places to see.
 
Very few of our properties are un-staffed. In this case, the owner will welcome you on arrival and provide you with everything you need then. They will also leave you phone numbers and ways to contact them should you need anything during your stay.
 
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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