Frequently Asked Questions

1. How do I contact you?

You can email us at We guarantee a response to your email within 24 working hours. If you would like to speak to someone about booking please call enquiries on +44 (0) 203 397 7903 between our working hours of Monday - Friday 9am - 5pm. GMT (Please note this is a booking office enquiry line and not the phone number to call when you arrive at your apartment. Your arrival email will give you the details of your Local Manager, contact number and the address of the property you are staying in) 

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2. Do you have flexible arrival dates?

Yes we do. You can arrive any day of the week!

Our prices are per night. We understand you may not want to stay for an entire week or you may wish to stay for 10 nights. If the property is free on the dates you require we are happy to take your booking. The price quoted per night is based on a 7 night stay during the lowest season. If you stay for less than 7 nights the price per night will increase. The longer you stay the less you pay per night!

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3. How do I book a property?

You can book on line with us. Our calendars are live and up to date, so if the dates you want are free then you can book.

We have a 2 step Easy Booking Process

Booking Process – Booking is simple with 2 easy payments, access to the YNA Guest Lounge and plenty of notification about your arrival…

1st payment: Once you have chosen your accommodation and decided to book we ask for a 25% non-refundable deposit of the total cost of your booking, if arrival is more than 8 weeks (56 days) prior. Please note, if your arrival is less than 8 weeks (56 days) prior to booking we will ask for the total cost of your booking.

Booking Confirmation Form: You will then receive a confirmation form with your booking details.

Guest Lounge: You will be sent login details so you can access the YNA Guest Lounge where you can input your arrival details, view your bookings and change your booking if you wish to extend your stay.

Pre-Arrival Email: You will also receive a pre-arrival email where you will be informed of the property address, directions, manager’s details and you will be requested to inform us of your arrival details.

Pre-Arrival Reminder Email: 1 week prior to your arrival you will receive a second email where you will be reminded of the property address, directions, manager’s details and you will be requested to inform us of your arrival details if you have not already done so.

2nd payment:  If you made your booking more than 8 weeks (56 days) prior to arrival then your second payment (the remaining 75%) will be taken automatically from your credit card 8 weeks (56 days) prior to arrival.

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4. What does the Total Price stated Include?

Total Cost of your stay includes:

Additional Services

Any additional services from the Add On Menu you may have chosen during the booking process eg airport transfers, champagne to extra cleans.

Local Managers Fee

The Total Cost includes your Nice Local Managers fee.

This fee is included in the total price of your accommodation and covers our unique YNA service, which includes, 5 star clean upon your arrival, a personal meet and greet and handing over of keys, information about the local area, fresh linen and towels for each bedroom only, toiletries and a complimentary welcome basket plus our 24 hour emergency call out service. Please note linen and towels for sofa beds are not included in the total cost. These can be purchased during the booking process in Additional Extras. 

Administration Fee

A £9 administration fee will be charged to all bookings. Please note this is included in the total price of the property.

Total Cost of your stay does not include:

Credit Card Fee

There is a 3% fee added to all bookings made with a credit card. Please note this is not included in the price of the property.

Debit Card Fee Exemption

Debit cards do not incur payment fees.

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5. Do I need to provide a security deposit and what if I cause any damage?

A security deposit will be pre authorised on the card used to book 1 working day before your arrival or on the Friday before your arrival if arriving on a Saturday or Sunday. For your information, depending on your bank, the pre-authorisation charge may appear as an actual charge, especially if you are using a debit card. All credit cards must be valid for the duration of your stay. If your card has expired before arrival, we will require alternative details. If your credit card has expired during arrival and if there is accidental damage caused to a property then please contact us immediately so we can assess this with you being present. If we identify any breakage or damage to the property after your departure we will take photos wherever possible and email these to you with details of the damage and the cost of repair. This will then be charged to your credit card. (Please note we do not except cash deposits. Refusal of providing valid credit card details will result in non issue of keys to the property and no refund for your booking

The following security deposits apply: 

£500 for standard 1 bedroom properties

£1000 for 2 bedroom and all DELUXE properties including 1 beds

£2000 for Villas

The guest is liable for all damage caused to a property even if this is above the amount of the security deposit taken. The guest should report damage to a property within 24 hours and within the period of their stay to their representative or head office. Photos and a damage report will be carried out by the representative and invoices presented to the guest for the amount for the damage to be rectified. If this is above the security deposit this is payable by the guest within 48 hours. Legal proceedings will be taken in the event of non payment. 

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6. I need to cancel my booking

In the event you need to cancel your booking please refer to our Terms and conditions 

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7. Can I change the property and/or dates of my booking?

Changing the dates of your booking will incur a £30 administration charge. This includes shortening or lengthening your dates of stay. Once booked you cannot change the property you have chosen. However, if the booking is made 12 months in advance of arrival the booking may be changed at the discretion of YNA International. 

No changes are permitted within 8 weeks of arrival unless you are extending your stay. 

Cancellation on the grounds of war or terrorism is not covered and no refunds can be offered. Guests must abide by our standard cancellation terms and conditions. Please do not hesitate to call head office on +44 203 397 7903 for more information. 


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8. How do I get the address and keys to my property and inform you of my arrival time?

To find out the address of your property and how to collect your keys you need to log in to our Guest Lounge. You will receive an email with a link to our Guest Lounge where you can set your unique password. Click on the link or copy and paste the link into your browser. You can then advise us of your arrival time. You will also recieve an arrival email which will have the address of your chosen property and the Managers name and contact number who will meet you at check in. We ask you to complete and submit in plenty of time so we know what time you want to check in.

The Local Manager will meet you at the property and give you a warm and informative welcome to your new home and to the local area. Then we hand over the keys and let you enjoy your stay.

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9. What time can I check in and out?

Our check-in time is 3.00pm for most apartments. Villas are 5pm and some large 3 bedroom apartments are 4pm. However this is just a guide. The exact arrival time for each proeprty is stated on the property page in Check In/ Check Out and also on your arrival email form.  

We try to be as flexible as possible and if you arrive early and your accommodation is free and prepared we can check you in. If your accommodation is mid-preparation we will let you drop your luggage at your accommodation and let you know as soon as it is ready. (Please note you must notify your Manager if you intend to change your arrival time. If you do not notify your Manager of a change of arrival time a 30 Euro will apply at your meet and greet or if you do not pay this £30 will be taken from your credit card provided)

Our check out time is 10.30am. Again if we do not have an arrival that day or we do not need immediate access to prepare the accommodation for the next guest we allow you to check out at your leisure that day. 


If your accommodation is available and prepared there is a 30 Euro surcharge for check ins before 9am.


Please note for guest arrivals at all accommodation there is a 30 Euro charge for arrivals between 9pm and before 10.30pm and a 50 Euro charge for arrivals between 10.30pm and midnight. (Unfortunately we cannot waiver this fee for any type of delay including delayed flights and traffic issues)

If a guest does not pay the surcharge for a late or early arrival at check in then this amount will be charged to your credit card plus a £15 administration fee.

Please note we cannot accept arrivals after 12.00am/ midnight. In the case of delayed flights please inform us if you cannot arrive within the check-in time limit of 12.00 am/ midnight and we will arrange to meet you at a convenient time the next morning. 

If you are arriving to Nice airport then we advise you to book at the airport hotel ETAP. This is across the road from the airport and you should not need a taxi. (Please be aware taxis can be difficult to obtain at very late hours in the night) We recommend you goto the ETAP website and print their details in case of an emergency arising. DETAILS OF EMERGENCY HOTEL

PLEASE NOTE: YNA International can provide a letter for your insurance company stating you could not spend the first night in your booked accommodation due to an unacceptably delayed flight.

If your arrival is on either Christmas Day, New Years Day or Easter Sunday there will be a 30 Euro surcharge for check-ins.

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10. Is linen included in the price?

The price of your stay with us includes crisp white linen sheets for each bedroom and fluffy white towels (two per person).

On arrival your property will be cleaned to our 5* hotel standard, but should you require any mid stay cleans or a change of linen and towels there is a standard price for each of these and this can be paid for during the booking process in ADDITIONAL EXTRAS. Alternatively you can arrange these with your Local Manager on check in.

Sofa beds

In order to give you the best value price the total cost of your accommodation does not include linen or towels for sofa beds (as you may not be using this). Linen and towels for the sofa bed must be booked at time of booking in  ADDITIONAL EXTRAS. (Please note if sofa bed linen has not been booked it may not be possible to provide this on the same day as your check in).

All our properties have the same high quality linen & cleaning so you can be rest assured of the same YNA standard every time you stay with us.

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11. What else can I expect at my chosen accomodation?

Complimentary Welcome Basket

We provide a complimentary welcome basket on your arrival of basic goodies so you can make yourself a cup of tea or coffee on arrival and have a snack, plus a cleaning pack and map and/ or guide books of the area.

Complimentary Toiletries

Traditional with a contemporary twist -  L'Occitane Toiletries are provided for each bedroom and include shampoo, conditioner, body wash and soap. 

Exclusive YNA Little Black Book and maps

You will recieve a complimentary Little Black Book packed with in the know information about where to go, eat, drink and see. Plus maps and other guides in your property. 

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12. What happens if I need help or have a problem during my stay?

All our properties are checked after each guest to ensure everything operates how it should. Sometimes no matter how vigilant we are occasionally problems can occur. If there is a problem with your house or you need help or advice during your stay our Managers operate a call out service whilst you are staying with us. This service is available during our office hours only 10.00am - 5.00pm. After 5pm we operate a strictly emergency only call out service for serious issues that need addressing immediately. Please note the callout service does not cover locking keys in your accommodation after 7pm. There is a £100 charge if you require letting into your accommodation after office hours.

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13. Can you provide extra shopping services?

We can provide the following and they can be booked and paid for at ADDITIONAL SERVICES during the booking process.

Airport Transfers

Baby Cot, Baby High Chair

Beach Towels

Luxury Artisan hamper

Chilled champagne

Shopping Service: We can provide a bespoke shopping service. We will quote a price for collection and delivery and provide you with receipts on arrival, depending on the amount of shopping required and how.

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14. Do you accept pets?


As much as we love animals we are sorry but we have a no pets policy due to possible damage, extra cleaning and allergy issues. 

Please understand if you take a pet into a property without our knowledge there will be a £100 charge to your credit card provided. 

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15. Are you allowed to smoke in the properties?

We have a strict no smoking policy in all of our rental properties. If guests are found to have been smoking in a rental property they will be charged £100 to your credit card provided for extra fumigating costs.

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16. How do I give you my arrival details?

Guest Lounge

After you have received confirmation of your booking you will receive a second email with a link to set your password for the YNA Guest Lounge. You can enter your arrival details here. 

Arrival Email

You will also recieve an arrival email with all the details you need to know about the Local Manager, address of property, directions. We also ask you for essential information about your arrival arrangements such as flight details and it is essential you complete this and send back to us. 

You will recieve this email again just before your arrival in case you did not complete the first one. If you have alreasdy completed it, then please ignore it. 

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17.  Can you provide me with the paper work for my visa?

There is a £30 fee if you require paper work and confirmation for a Shengan visa. This fee needs to be paid via credit card.

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18. Important information on internet security

There have been a number of articles in the news recently regarding e-mail phishing scams via well-known holiday rental websites. Phishing is the attempt to acquire sensitive information often for malicious reasons by masquerading as a trustworthy entity in electronic communication. Criminals then use this information to try and commit fraud.

Whilst our site has not been affected please take a minute to read the below information

What to watch out for when booking a rental property

-        Badly written English/ a sudden change in the style of writing in the correspondence

-        A property that was unavailable suddenly “becoming available” but not showing as available on the website

-        Requests to make payments via bank transfer rather than booking online, especially to bank accounts in an individual rather than company name or accounts in other countries

-        Requests to complete and return booking forms/ contracts with personal information, an online booking made through a website will generate an automatic confirmation

How to stay safe online

-        Only make bookings through secure reputable sites

-        Pay with credit card- whilst this will incur a fee, your payment is then covered against internet fraud by your card provider

-        If you are unsure, call the office at the number displayed on the website

-        Be careful when giving out personal information

-        Regularly change e-mail passwords and check security settings

If you receive a suspect e-mail; mark it as SPAM and report the sender to your e-mail provider

If you believe you have been the victim of internet fraud contact the police and inform your bank.

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19. WIFI/ Internet

Internet access is provided free of charge where available, we cannot be held responsible for the disruption of internet access or English speaking TV channels due to internet/ TV service providers or any other third party. In this event of lack of TV Service or internet due to the service provider compensation cannot be given, please bear this in mind when making your booking.