Frequently Asked Questions
How to contact Turalgi
How can I contact TuralGi?
You can call us on +34 621 260 772 or email us at reservas@turalgi.com
What are Turalgi’s customer service hours?
Customer service hours at the Turalgi booking centre are Mondays to Fridays from 9.30 to 13.30. To contact Turalgi at weekends, please email us at: reservas@turalgi.com
Booking confirmation and documents
When is my booking confirmed?
All the homes on Turalgi can be booked online. Confirmation is given at the end of the process when the booking number and a summary of your booking is shown on the screen. You will also receive a confirmation email.
However, the owner of the property can request a deposit. If the deposit is not paid within the established period, the owner can cancel your booking, and you will not be entitled to any compensation.
How do I receive confirmation of my booking?
Once the booking process has been completed you will receive an email with the booking details – dates, booked property, cost and conditions. This is your confirmation document.
Do I have to provide the owner with the booking confirmation?
You don’t have to provide any printed proof of your booking. However, we do recommend you have a copy of the booking confirmation on your mobile. This information may be useful for registering or paying at the holiday home.
I have made a booking, but I haven’t received confirmation. What should I do?
First, we recommend you check your Spam folder. If there is nothing there, contact the Turalgi customer service team on +34 621 260 772 or by email at reserves@turalgi.com
How can I contact the holiday home directly?
All the contact details of the holiday home are provided in the automatic confirmation email.
Do I have to inform the holiday home of my arrival time?
Yes. We recommend you contact the owner to let them know when you will arrive, or if you are delayed.
Cancellations or changes
How can I cancel or change my booking?
Cancellations must be notified by email at reservas@turalgi.com. If you have any questions you can contact our customer service team by telephone on +34 621 260 772, Mondays to Fridays from 9.30 to 13.30, or by email at reserves@turalgi.com. Please provide your booking number so that we can attend to your query as soon as possible. You can also access your account via the guest area on the website, which you will find on the home page of www.turalgi.com. There you can consult, change or cancel your bookings.
What does it cost to cancel my booking?
Each accommodation has its booking cancellation policy.
The terms and conditions for cancellation fees can be consulted during the booking process and once the booking has been confirmed.
What does non-refundable mean?
Holiday homes that state “non-refundable” will charge 100% of the amount. This will only be refunded if the reason for cancellation is due to COVID-19.
If I booked when there was a special offer, will this apply to my booking if I change the dates?
No. Special offers and prices are applied for a limited and specific period.
What’s a no-show?
Each holiday house pursues it's No Show policy. If guests do not arrive, they are considered a no-show. The booking is automatically cancelled, and the holiday home will charge up to 100% of the fee.
If you are unable to arrive within the established time frame, we recommend contacting the owner. You will find the contact details on your booking confirmation.
Booking process and special requests
Do I have to register in order to make a booking?
Yes. You will have to register the first time you book with Turalgi.
Once you have chosen the holiday home, the next step is to enter your contact details – like you would on any booking site – and create a password. You will then receive an email confirming your booking, and a second email with your username and password.
Once the booking process is complete, you can access your account at any time via the guest area, which you will find on the home page of www.turalgi.com. There you can consult, change or cancel your bookings.
We guarantee that no one will have access to your personal data except for the owners of the holiday home you have booked.
Can I book by telephone?
Yes. You can call us on +34 621 260 772, Mondays to Fridays, from 9.30 to 13.30 where you will be attended to by one of our customer service agents.
Do I have to include children and babies in the booking?
Yes. The total number of guests must be provided, regardless of their age.
Do I need to bring a cot for small children or babies?
During the booking process, in the section for special requests, there will be an option you can select if you need a cot. The holiday home will receive your message and do it's very best to meet your requirements.
However, you’ll also have to confirm directly with the owner, by telephone or email, once the booking is confirmed, since each home has different facilities and services.
How can I make a special request? (ground-floor room, special dietary requirements, allergies and intolerances, individual beds, cots, pets, etc.)
If you have any requests that are not included in the booking filters, you can write a comment in the observations section or contact the holiday home directly.
You’ll also have to confirm directly with the owner, by telephone or email, once the booking is confirmed, since each home has different facilities and services.
What time can I arrive (check-in)? What time do I have to depart (check-out)?
You will find the arrival and departure times on the description page of each holiday home. If you need to change the time, please contact the holiday home directly, by telephone or email.
Do I have to notify the owner of my time of arrival on the arrival date?
Yes. Our holiday homes, both entire houses and private rooms, don’t usually have a 24-hour reception service. You will find the telephone number and email of the home you have booked on the booking confirmation.
How can I find out if pets are allowed?
You can find this information on the description page for each holiday home, and also by using the filters on the Turalgi website.
Please make sure that the holiday home selected accepts pets, because not all of them do.
You’ll also have to confirm directly with the owner, by telephone or email, once the booking is confirmed, since each home has different facilities and services.
Payment
Booking payment
The holiday homes have two payment options: card or bank transfer. The payment conditions and the amounts are established by the holiday homes. You will find all this information during the booking process.
Booking guarantee
Our system will request a card number to guarantee the booking.
Please be aware that, as a customer, you authorize the amount of the deposit for your booking as well as any possible cancellation or no-show fees that may be generated.
Deposits
You will find all the information regarding payment conditions (deposit amount, payment method) on the holiday home’s description page. The remaining amount must be paid directly to the holiday home.
Can you provide me with an invoice for my booking?
The invoice will be provided directly by the holiday home.
Prices
Updating of prices and seasons
Prices are updated and published by the holiday homes.
What does the price include?
The price covers the cost for guests under the conditions indicated on the booking confirmation.
The price includes 10% VAT.
What is not included in the price?
The price does not include any extras that are not detailed in the booking confirmation.
If you would like to book extra services, you must request these directly from the holiday home. The owner will notify you of the relevant terms and conditions.
All the information regarding extras, which is provided on the Turalgi website, is for information purposes only.
Are there any other costs I will have to cover for the holiday home?
Yes. The price does not include the Tourist Tax, which must be paid directly to the holiday home. The Tourist Tax is per person per day for guests over the age of 16. The amount is €0.60 + 10% VAT (rural holiday home establishments) and €1.00 + 10% VAT (properties for tourism use). There is a 7-day maximum charge.