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Frequently Asked Questions

Your Reservations

Q: Can I change the dates of an existing booking?

A: Depending on availability and the cancellation policy, you may be able to change your booking dates within the same year. Date changes may alter the overall cost of your stay. 

Q: What is the cancellation policy?

A: For direct bookings with etouri, the cancellation policy for your reservation is specified on your booking confirmation. 

For bookings through a third party such as Airbnb,, VRBO, TripAdvisor etc, please refer to the reservation information provided within your booking page on the relevant site. 

Q: When and how do I pay for my stay? 

A: For direct bookings with etouri, a deposit of 25% of the total accommodation cost will be charged at the time of booking. The remaining balance and security deposit are due 30 days prior to arrival.

Payments for bookings made through a third party such as Airbnb, and TripAdvisor are handled by that company. Please contact their customer support directly as we do not have access to your payment details / schedule. 

Q: When is my security deposit refunded?

A: If your security deposit was paid directly to etouri, your deposit will be returned 14 days after your departure, to the original payment method provided. 

Your Stay

Q: Is early check-in possible?

A: Check-in time is specified on your booking confirmation or booking page. In most cases, check in time is 16:00. Exceptions may apply, so please check your confirmation. Early check in is not possible due to villa schedules.  

Q: Is late check-out possible?

A: Villa check-out is at 11:00am (with some exceptions of 10:00am). If you require a late check out on your final day, we recommend that you book an extra night's stay as this is the only way to guarantee availability.

Q: Can I store my luggage before check-in or after check-out?

For security reasons we will not be able to store your bags in the villa before / after your agreed check in/out time. Luggage can be stored at our office in Rethymno town between 09:00 - 21:00.

Q: Can I have groceries at the villa upon arrival?

A: Essential groceries can be bought for your first day and will be ready in the villa upon arrival. To make use of this service, please send us a list of essential groceries up to 72 hours prior to arrival. The owner will provide the shopping receipt which should be paid for in cash at check in. If your list is considered to be too long, you may be asked to revise it. 

Q: Will I be met at the villa for my check-in?

A: Typically, the owner of the villa or our on site representative will meet you at the villa to welcome you and provide you with some initial information. In cases where this is not possible, we will notify you in advance and inform you where you may locate the villa key. A villa representative will then visit you the following morning, where possible. 

Q: How do I check-out of the villa?

A: Please discuss your villa departure time during check- in with the owner / on-site representative. If the villa owner / representative cannot be present for check out, please leave the key on the kitchen counter and close the door.

Q: When will the house be cleaned?

A: Cleaning and other maintenance schedules should be provided upon check-in by owners or onsite representatives. 

Q: Are bed linen and towels provided?

A: Bed linen, bath and pool towels are provided. Guests are kindly requested not to use pool towels provided by the villa at the beach. If you require beach towels, please bring them with you. We thank you in advance for your kind cooperation. 

Q: Do the villas provide basic supplies?

A: Our villas have basic kitchen (salt, pepper, coffee, tea, oil etc) and bathroom supplies for initial use. However, these items will not be replenished by the cleaning staff during your stay and should be bought at a local shop at your own cost if required.

Q: Is there a baby cot and highchair available at the villa?

A: All villas have a baby cot and highchair available. These must be requested during the booking process or at least 72 hours prior to your arrival. In the case that you require more than one cot / high chair, availability must be confirmed by our team and an extra cost may apply. 

Q: Does the villa TV have Netflix ?

A: Most villas have Smart TV's which include the Netflix application. You will need to have or create a Netflix account to use this feature during your stay.


I. Petichaki 8
Rethymno, 74100

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Tel(+30) 2831027955

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This company operates under the Greek Tourism Organization license no: 1041E60610185001

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