FAQ

Find Answers to all your Questions

Where can I read reviews?

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 3 years. 

 

Why should I book with you Here?

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

 

How Do I Book?

Online booking is available 24 hours a day, 7 days a week on our website. Just select your arrival date, number of nights, number of guests and we will show you the properties available. Besure not to exceed maximum number of guests for correct search results. Choose a property you like, click on Continue Booking and enter your information.  

 

When do I pay?

A downpayment of 25% of the total booking is required at the time of booking. If your arrival date is less than 30 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 30 days prior to arrival.  Your remaining balance will be charged to your credit card 30 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 of  25%  will be forfeited; no refund will be made. 

 

Who can book?

Anyone 18 years or older can book and stay.

How farin advance can I book?

We accept Direct Bookings on our website 18 months in advance. On Airbnb and other Online Travel Agencies we limit bookings to 12 months in advance.  

What Forms of Payment are Accepted?

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. The credit card transaction will show on your credit card statement under our legal name Rentstar Aruba N.V. If you pay via wire transfer, a valid credit card is also required to be on file. 

Will You Accept Reservations for Less Than 3 nights?

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.

How Many Guests Are Allowed to Stay?

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. Rates for the cottage are based on 2 person occupancy, there is an additional guest fee of $10 per night per extra person. 

What Are The Rates?

Rates change by season and length of stay. Rates are shown on the webpage of each property. Rates are 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.

Do You Offer Discounts or Specials?

We sometimes offer specials. Different specials cannot be combined and can only be applied to new reservations. Sign up on our mailing list to receive the latest specials and announcements! If you've stayed with us before you will have received your Loyalty Promo Code for a discount on your next stay with us. 

What Are The Transient Occupancy Taxes?

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.

Do You Have A Rental Agreement?

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.

Is Housekeeping Included During our Stay?

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.

Do You Provide Pack ‘n Plays & Highchairs?

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

Are Pets Allowed?

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.

Is Smoking Allowed?

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.

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

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.

Does The Property Have Internet?

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

What Is The Check In Time?

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 RESERVE an early check-in at 3:00pm on your arrival day, you must contact us to verify we can accommodate an early arrival. If we can comply with your request, the necessary fee will be charged and you will receive a confirmation of the new arrival time. The fee for RESERVING an early check-in at 3:00pm on your arrival day  is $100.00 If you would like to REQUEST an early check-in free of charge 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.

What Is The Check Out Time?

The check-out time is 10:30am. If you would like to RESERVE a late check-out at 12pm on your departure day, you must contact us in advance to verify we can accommodate a late departure. If we can comply with your request, the necessary fee will be charged and you will receive a confirmation of the new departure time. The fee for RESERVING a late check-out at 12pm on your departure day is $200.00  The fee for RESERVING a late check-out past 12pm on your departure day is 100% of the nightly rate. If you would like to REQUEST a late check-out free of charge you may contact us after 9:00am on the day of your departure. If we can comply with your request, we will be more than happy to offer you a later check-out free of charge. There is a penalty of $300 per hour for UNSCHEDULED & UNAPPROVED late departures.

Do You Offer Airport Pick-Up Service?

No, we don’t. We can however assist in making transportation arrangements and car rental reservations.

Which Activities and Restaurants Do You Suggest?

All our properties have a Guest Directory with information on the property and the island in general. It is very complete and very comprehensive, our guests call it the Aruba Bible. We’ve personally written it and it is full of useful tips. The information is also available in our App and we also have a downloadable Sightseeing Guide. You can download the App from your App Store. If you are renting with us, you will receive an invitation link to the App as soon as you have signed the Rental Agreement. You will have access to loads of Aruba information through the App. And ofcourse we are always available via phone, whatsapp, skype, email and live chat on the website, to offer our suggestions or tips as well.

What is the Moomba Discount Card That We Get?

As a guest of Rentstar Aruba you will receive a Moomba Beach Club VIP pass to use during your stay. This gives you 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. Moomba and the other two places, 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. The cards will be at the property when you check-in.

Is There an Alarm System?

We take the safety our our guests and properties very seriously; all villas, cottages and most apartments have a monitored alarm system. At check-in time you will receive instructions how to operate the system.

Is there a Safe?

Yes, all properties have a safe and we recommend always storing your valuables in the safe.

Can we get pre-arrival Groceries Delivererd?

Yes, we can deliver groceries to your property prior to your arrival. Just send us your request via our Concierge Page and we will arrange for delivery in advance of your arrival. Fees apply.

Can We Have A Party?

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. 

What Is the Cancellation Policy?

For cancellations notices received more than 30 days prior to scheduled arrival date, your 25% deposit payment will be forfeited; no refund will be made. For cancellation notices received 30 or less days prior to scheduled arrival date, and in case of no-show, all monies paid are forfeited. No refunds will be made. For peace of mind we recommend that you purchase travel insurance. All cancellations must be submitted in WRITING.

What Happens If There Is Damage To The Property?

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.

What Happens If There Is A Maintenance Issue?

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.

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

Yes. If you've left something behind on your visit and we find it, we will contact you and arrange to have it shipped back to you. We will charge the credit card we have on file for you the cost of the shipping plus a $10 service fee.

What If The Home I Rent Is Listed For Sale?

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.

What is the Check-Out Procedure?

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.

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

Log in to our Guest App with your email address and arrival date. Not only will you have access to everything there is to know about your Vacation Rental. You will also Unlock 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. Look for the Hospitaility App by Glad to Have You on the App Store and Google Play Store

What's the Guest Portal?

Use the Portal instad 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 don'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. You will Unlock Exclusive Information & Savings with your Booking. You'll have access to the most complete Event Calendar for the Island. So you'll never have to Miss a Thing. Log in right here with your email address and arrival date.  

Still have questions? Contact us