FAQ

Find Answers to all your Questions

Q: Where can I read reviews?

A: The reviews for each property are displayed on the individual property page. Scroll down a bit on the propery page to see them..We're proud to say that we have a solid 98% 5 star review score for the past 9 years. 

 

Q: Why should I book with you Here?

A: Local Expertise. We live, work and play in Aruba. We are the professionals who live in Aruba. We make the beds and turn on the lights, and we can help you find the best local experiences because we live right here.Who better to help guide you on your search for the ultimate vacation?

A Verified Stay. The big online travel agencies may show you hundreds of listings, but they cannot attest to the quality and reliability like the local company who personally prepares the home for your stay. 

Savings.You get the best price when you find a home here on our site. Book Direct with the ones who care for the home you have selected. Booking Direct prevents the extra charges that online travel websites charge. Saving extra fees and getting a more personalized service.There is no better way to save

 

Q: How Do I Book?

A: Online booking is available 24x7. Just select your arrival date, number of nights, number of guests and we will show you the properties available. Be sure not to exceed maximum number of guests for correct search results. Choose a property you like, click on Continue Booking and enter your information.  

 

Q: When do I pay?

A: A downpayment of 10% of the total booking is required at the time of booking. If your arrival date is less than 14 days from the date of making your reservation, full payment will be due at the time of your reservation. If your credit card is declined at the time of booking, the reservation will not be valid and will not be accepted. 

The remaining balance is due 14 days prior to arrival.  Your remaining balance will be charged to your credit card 14 days prior to your arrival date without further notice. 

If your credit card is declined for the balance due, we will notify you of this issue. If you do not make other arrangements for payment of the balance due within 3 business days of receiving notice, Rentstar Aruba may in its sole discretion deem the reservation incomplete and void. The downpayment will be forfeited; no refund will be made. 

 

Q: Who can book?

A: Anyone 18 years or older can book and stay.

Q: How farin advance can I book?

A: We accept bookings 12 months in advance.  

Q: What Forms of Payment are Accepted?

A: We accept Visa, MasterCard, EuroCard and Discover. Payment by Swift wire transfer is also accepted. Your credit card must be valid for your booking dates. If you pay via wire transfer, a valid credit card is also required to be on file. 

Q: Will You Accept Reservations for Less Than 3 nights?

A: We have a minimum rental period of 3 nights, but can sometimes make an exception and accept a reservation for less than that. Reservations for less than 3 nights can not be booked online. Please check with us to see if we can accept your reservation request.

Q: How Many Guests Are Allowed to Stay?

A: Please refer to the particular property page for the maximum occupancy allowed. Occupancy includes adults, infants and children. Rates for homes are based on 6 person occupancy, there is an additional guest fee of $10 per night per extra person. 

Q: What Are The Rates?

A: Rates are dynamic and subject to change at any time prior to signing your Rental Agreement. All of our rentals are on a first come first serve basis, and quotes are subject to change depending on time of booking. No refunds or adjustments will be made for rate changes that take place after the date the reservation is made.

Q: Do You Offer Discounts or Specials?

A: Sign up on our mailing list to receive the latest specials and announcements! Stay with us and receive your Loyalty Promo Code for a discount on your next stay. 

Q: What Are The Transient Occupancy Taxes?

A: The Transient Occupancy taxes are a Government Tax of 9.5% and an Environmental Tax of $3 per night per reservation. These taxes apply to all rents and fees, for rentals to non-residents, regardless of number of nights. Note: Tax rates are subject to change without notice at the will of the local Tax Ordinance.

Q: Do You Have A Rental Agreement?

A: Yes, we do. You can view it here. You'll be asked to agree to the terms when making an online reservation and will also receive an invitation to digitally sign the agreement. After digitally signing both parties will automatically receive a PDF version of the signed agreement via email.

Q: Is Housekeeping Included During our Stay?

A: All of our properties are deep cleaned prior to your arrival and after your departure. Additional housekeeping services during your stay are available at an additional charge. The additional housekeeping services include making the beds, fluffing the pillows, tidying up the house, taking out the trash and washing the dishes and changing the sheets upon request. Rates vary depending on property and service requested.

Q: Do You Provide Pack ‘n Plays & Highchairs?

A: We do! Each property has a pack ‘n play andhigh chairs. We can place baby baths and age appropriate toys on request. 

Q: Are Pets Allowed?

A: Depends. Pets are allowed in pet friendly approved properties with the prior written consent of Rentstar Aruba. A pet fee will apply and a Pet Agreement will have to be signed.

Q: Is Smoking Allowed?

A: All of our properties are non smoking inside the unit and no exceptions are made. At some of the properties smoking is also not allowed outside and around the Property. Depending on the Property there may be a designated outdoor smoking area where smoking is allowed.

Q: What Amenities Are At The Property? Is It True That There is Snorkeling Equipment?

A: Most of the homes and cottages have snorkeling equipment, body boards sand toys, pool floats, some even have ping pong tables and kayaks. The amenities, decorations and furnishings do vary from one property to the other. Please refer to the particular property page or contact us to inquire about your specific needs.

Q: Does The Property Have Internet?

A: Yes. All of our homes and apartments provide high speed wireless internet access throughout the property. 

Q: What Is The Check In Time?

A: The check-in time is 4:30pm. Entry code will not work until check-in time, unless you have reserved and paid for an early check-in.  If you would like to request an early check-in you may contact us after 3:00pm on the day prior to your arrival. If we can comply with your request, we will be more than happy to offer you an earlier check-in free of charge.

Q: What Is The Check Out Time?

A: The check-out time is 10:30am. Please contact us to see if a late check-out is possible. There is a penalty of $100 per hour for unscheduled and unapproved late departures.

Q: Do You Offer Airport Pick-Up Service?

A: We will be more than happy to assist in making transportation arrangements a/o car rental reservations.

Q: Which Activities and Restaurants Do You Suggest?

A: Please check the Plan Your Trip pages here on our website. As a guest you will also receive access to our app and guest portal and a wealth of information on things to do. We are always available via phone, whatsapp, skype, email to assist with your trip planning. 

Q: What is the Moomba Discount Card That We Get?

A: As our guest you will receive Moomba Beach Club VIP passses to use during your stay. You'll get a free beach chair at the Moomba Beach Club and a 15% discount on food and beverage at the Moomba Beach Club, Nos Clubhuis and Hadicurari Restaurant. These are located between the Marriott Surf Club and Holiday Inn Resort. For your convenience we also supply you with a Discount Card for the Super Food.

Q: Is There an Alarm System?

A: Although Aruba is very safe, most of the homes we manage are on a monitored alarm system. At check-in time you will receive instructions how to operate the system.

Q: Is there a Safe?

A: All of the homes we manage have a safe and you can set your own passcode..

Q: Can we get pre-arrival Groceries Delivererd?

A: We can assist with pre-arrival groceries. Just send us your request via our Concierge Page and we will arrange for delivery in advance of your arrival. A surcharge applies.

Q: Can We Have A Party?

A: Our homes are located in residential communities and most of the neighboring homes are owner occupied. In order to maintain peace in happiness in the neighborhood we do not allow parties, loud gatherings or events except by special permission. Any use of the rental property for a purpose other than residential use for a family vacation must be approved in writing by Rentstar Aruba. 

Q: What Is the Cancellation Policy?

A: Bookings canceled at least 90 days before the start of stay; no cancellation fee will apply, booking fee and processing fee will be waived; your credit card will be refunded for the amount of deposit received. 

Bookings canceled at least 60 days before the start of stay; no cancellation fee will apply; your credit card will be refunded for the amount of deposit received minus $25 non refundable booking fee, $50 non refundable processing fee. 
Bookings canceled at least 30 days before the start of stay; a cancellation fee of $175 will apply; your credit card will be refunded for the amount of deposit received minus $175 cancellation fee, $25 non refundable booking fee, $50 non refundable processing fee. 
Bookings canceled at least 14 days before the start of stay; your deposit is forfeited; no refund will be made. 
Bookings canceled within 14 days of arrival date, and no-shows; all monies paid are forfeited; no refund will be made. 
If payment is not received, IN FULL, 14 days before your arrival, Rentstar Aruba will cancel the reservation and all monies paid are forfeited; no refund will be made. For reservations booked via online travel agents or other third-party travel professionals, please contact the booking provider for information on their policies.For peace of mind we recommend that you purchase travel insurance. All cancellations must be submitted in WRITING.

Q: What Happens If There Is Damage To The Property?

A: By signing your rental agreement, you agree to indemnify Rentstar Aruba and the Owner for any damages to the rental property, including damages to furnishings and household items, which are a result of your occupancy, excluding normal wear and tear. Damage will be charged to the credit card on file.

Q: What Happens If There Is A Maintenance Issue?

A: We make every effort to keep each property and its equipment in good working order. Should there be a maintenance issue, we will strive to make any repairs as soon as possible. Ongoing property maintenance, including but not limited to pool service and garden service, may take place during your stay but will never interrupt your vacation.

Q: If I Forgot Something, Is There a Lost and Found?

A: If you've left something behind on your visit, we find it and we'll arrange to have it shipped back to you. An admin fee will apply.

Q: What If The Home I Rent Is Listed For Sale?

A: Some of the homes we manage may be available for sale during your stay. If you are staying in a property that is for sale, scheduled showings will be made on a turnover day so as not to intrude on your vacation. Should a request be made to see the property during your stay, you will be contacted in advance to request permission.

Q: What is the Check-Out Procedure?

A: We want you to enjoy your stay right up until the moment of your departure. There is no need to do any cleaning, but we do ask that you leave the Property behind in the same condition of order and repair as it was when you arrived.

Q: What's the App?and what does it do?

A: You'll have access to everything there is to know about your Vacation Rental. as well as exclusive information & savings with your booking. And you'll have access to the most complete event calendar for the Island. So you'll never have to miss a thing. Be sure to allow for push notifications, so that we may contact you during your stay if there are any fun events or special announcements.

Q: What's the Guest Portal?

A: You can use the Portal instead of the App if you don't want to download an app or if you're more of a desktop person. Drawback is that you won't get the push notifications we may send during your stay. But just like with the App you will have access to everything there is to know about your Vacation Rental,  the island and all activities. Y

 ARUBA Pre and Post Arrival FAQ's

Please note that we continue to get more detail about the requirements below.  Please check this official page https://www.aruba.com/us/traveler-health-requirements often and at least a week prior to your departure to be prepared. You may always contact us for assistance.

Q: What is required pre-arrival to travel to Aruba?

A: All guests will be required to fill out an online Embarkation Debarkation Card (ED Card) The ED card can be found here www.edcardaruba.aw. This will include a short health questionnaire and the opportunity to upload a negative results COVID test, taken within 72 hours prior to boarding your flight to Aruba. Both the actual test & the negative results must be dated within 72-12 hours of travel. Alternatively if no test is taken prior to travel, you will be required to test upon arrival. The cost of the Aruba test is $75 and will have to be paid electronically during the ED card process 72-4 hours prior to boarding your flight to Aruba. T

Q: What is the airport experience like?

A: Guests will be required to wear a mask, social distance and answer screening questions and have uploaded results of a negative COVID test prior to arrival (within 72-12 hours prior to boarding your flight to Aruba). If you are not taking a test orior to flying you will be required to take a test upon landing in Aruba. The cost of this test is $75 and will have to be prepaid during the ED card uploading 72-4 hours prior to boarding your flight to Aruba. At the airport here in Aruba there will be a line for those who have tested negative prior to travel and those who need to test upon arrival. If you are getting the COVID test done at the airport upon arrival, you will have to wait for the results while quarantained at your villa (6 - 24 hours). Once the test is negative, you can enjoy the remainder of your vacation.  When tested positive for COVID, you will move to a hotel designated for COVID patients for monitoring and care until you recover, test negative and can return home. Your travel companions will have to quarantine and test negative prior to returning as well.

Q: Is travel insurance required?

A: A special Aruba COVID-19 Insurance is required appr $10 per day, per person, sold at the time the ED form is filled out electronically and covers you in case you develop COVID while you are on island. For exact rates (sliding scale) check the insurance page https://www.arubavisitorsinsurance.com/ This covers your isolation hotel stay and care. Additional travel insurance is optional and at your own discretion and cost.

Q: How can I book private transportation from the airport to the resort?

A: We have a wide range of options for arrivals. Please contact us prior to arrival for more information.

Q: Are island restaurants, stores, tours and attractions open, safe and healthy?

A: Yes! The government of Aruba implemented a program called the "Aruba Health and Happiness Code". This is a stringent cleaning and hygiene certification program that will be mandatory for all tourism related businesses on the island. All restaurants, tours, activities, resorts, vacation homes, stores and tourism related businesses will be able to get a health and safety seal which wil signal to visitors that the business is a safe place to be. 

Still have questions? Contact us!