If you’ve arrived at your villa and are having issues accessing the property, here’s how we can help. Take a look at the below FAQs for some quick ways to resolve your issue. If you still need assistance, send us a message here, or call our Holiday Helpline. You can find the contact number in your Travel Documents or by logging in here.
The key box won’t open
If the key box to your villa won’t open, there’s usually some quick steps you can take:
- Scramble the numbers up again and then re-enter the code. Make sure all the numbers are in the right order and are lined up.
- Firmly press down on the black button to release the flap. You may need to press on the flap to help open it as sometimes the keys can stop it from opening smoothly.
If you’re still having issues, give us a call on our Holiday Helpline. You can find the number in your travel documents or by logging in here.
The door won’t open
- Check whether the key turns in the lock. If it doesn’t, get in touch with us via our Holiday Helpline.
- If the key turns in the lock, sharply pull the door towards you as you try to turn the key. If you’re still having issues entering the villa, get in touch with us via the Holiday Helpline.
There’s no key in the box
If you’ve arrived at the villa and the key box is empty, please call our Holiday Helpline for further help.
We're locked out of the villa
If you’ve been locked out of your villa, not to worry. Just give us a call on our Holiday Helpline, and we’ll do our best to help you as quickly as possible.
If you’re having issues with the gate to the villa, check if it’s an electric gate. If it is, check whether there’s power to the villa. If there’s an issue with the power generally, take a look at this article.
If the power to the villa is working ok and the issue is isolated to the gate, wait a few minutes without pressing the button to the gate. Sometimes if you’ve pressed it too many times, it can cause an issue. Wait five minutes for it to reset itself and try again.
If you’re still having problems with the gate, please give us a call on the Holiday Helpline.