Questions, answered

We don't simply list villas — we design journeys around the people who stay in them. Every holiday is crafted with you: from choosing the destination to finding the home that matches you precisely, and curating experiences that reveal the true character of each place.

Every stay includes our complimentary concierge service, and our Elite Guest Privileges reward you further. With local teams and trusted partners in our key destinations, we bring on-the-ground expertise to every booking.

Our collection is highly curated — only the top 3% of villas we consider make it onto our list. Each is chosen for something genuinely special, whether its design, history, architecture or location, and personally inspected to ensure it meets our standards, is beautifully equipped, and accommodates your group in comfort.

Our dedicated concierge team doesn't just plan trips — they craft deeply personal, effortlessly luxurious escapes. From your first conversation to your final sunset, every detail is tailored to your tastes and rhythms.

Drawing on intimate destination knowledge and a circle of personally vetted partners, they create seamless service and extraordinary experiences — from a private chef dinner under the stars to a last-minute yacht charter.

Always. Wherever you travel, a member of our team or a trusted local partner will welcome you, personally inspecting and preparing your villa before arrival and remaining available throughout your stay. Our team is reachable around the clock for anything you need.

Some destinations carry extra costs worth discussing with your reservations specialist before booking. These can include utilities such as pool or house heating, electricity usage above a set level (common in Europe), and certain laundry services. Your specialist will outline anything applicable clearly, in advance.

Send an enquiry through our website or call us on +1 888 279 6444. A destination specialist will be in touch within 24 hours with personalised, fully transparent guidance to help you find the home that's right for you.

From there, every detail is shaped in collaboration with you — the destination, the villa, and the experiences that make the stay yours.

The minimum stay is set by each property owner and varies by destination and season. Many villas run Saturday to Saturday for weekly rentals; you can check each home's minimum stay on its page. If the minimum doesn't suit your plans, our advisors will happily suggest a fitting alternative.

Complete privacy — your own home, your own pool, and the freedom to set your own pace. Space to spread out, the freedom to cook and dine whenever you please rather than to a hotel's schedule, and genuine value when travelling as a family or larger group, all in a beautifully designed and fully equipped home.

Typically within 5 to 14 days of confirming you'd like a villa, you'll return a signed agreement. A reservation isn't valid until the deposit is received; a valid credit card secures the dates until your transfer or payment arrives.

• Bank / wire transfer (guest covers any bank transfer fees)
• Credit card (a 3% transaction fee applies)

A 30–50% deposit confirms your booking, with the balance typically due 60 to 90 days before arrival. Full terms are set out clearly in your personalised agreement.

Every villa includes a comprehensive concierge service for a seamless, worry-free stay — a personalised welcome and a local point of contact throughout. Should you wish to enhance your time with additional services or special arrangements, your concierge will tailor them to your preferences.

Our Elite Guest Privileges add further benefits, and our advisors are always on hand to help you make the most of every day.

For the best availability and rates, share your plans with us as early as you can — particularly for school holidays and peak periods, when the finest homes are reserved well ahead.

Your concierge is based in one of our offices rather than physically on-site, working hand in hand with our trusted local partners to arrange your services and experiences. They are your personal point of contact throughout planning and during your stay, while the local team looks after you on the ground.

Our concierges are genuine destination experts, with deep knowledge and a network of trusted partners built over years and hundreds of curated experiences — from the simplest pleasures to the truly extraordinary. They arrange everything in advance, so you can simply relax and enjoy.

Wherever you go, you'll be greeted in person by a member of our team or a trusted partner, who will have inspected and prepared your home beforehand and will remain available throughout your stay for anything you need.

A few days before arrival, your concierge provides a complete document — also available by link — consolidating everything: arrival information, a destination guide, your service and experience reservations, and more.

Always — we're here throughout. If anything needs attention on arrival, contact your specialist immediately and they'll liaise with the owner to resolve it. For questions about the property's amenities, the local team is ready to assist, and your concierge will always help with reservations, recommendations and additional services during your stay.

We don't provide insurance directly, but we strongly recommend travel insurance for complete peace of mind, and suggest informing your home insurance of your holiday rental. Cover protects you against the unforeseen — cancellation, travel disruption, medical emergencies abroad and more. You'll find our trusted insurance partners on our Booking Guidelines page.

The deposit is held in a secure account and used only if damage is identified after your stay. It's processed around 15 days before arrival, by transfer or card, and the amount — set by the owner, usually with our guidance — is stated clearly in your agreement.

Return: if no damage is found, your full deposit is returned within 15 days — and 9 in 10 guests receive it within 2 business days of departure.

If damage is reported, Haute Retreats acts as a neutral mediator. We never profit from deposits, nothing is withheld without a detailed, documented review, and any deductions are supported by quotes or invoices and shared with you transparently. The balance is returned promptly.

Policies vary by destination, but as a general guide:

• More than 60 days before arrival — typically 0–25% of the gross rental price
• Between 60 and 30 days before arrival — typically 50%
• Within 30 days of travel — typically the full gross rental price

Some destinations — including Punta Cana, St Martin and Turks & Caicos — offer a fully refundable policy when cancelling 60 days before arrival. Your specialist will confirm the exact terms for your reservation.