Frequently asked questions

How does ViñalesRent work?

The operation of ViñalesRent is very simple: you only need to know how many and what kind of rooms you want to reserve, and when and how many days you want to be in Viñales, Cuban National Park and Natural Heritage of Humanity, declared by UNESCO in 1999. From from that point, you must choose on the platform www.vinalesrent.com a private house that suits your interests.

How can I choose a house among all the houses offered on www.vinalesrent.com?

On the www.vinalesrent.com platform you will find all the necessary information to make a suitable choice of the house you want to stay in the city of Viñales, in the province of Pinar del Río, Cuba. They show the conditions of the rooms of each house, a broad description of the characteristics of the house and the services that are offered, as well as other information of interest.For any doubt you can communicate directly with your ViñalesRent Manager via email, directing all your questions and doubts to the account manager@vinalesrent.com that will be resolved as soon as possible by the same route Remember to check the spam or junk mail folder, since your e-mail Manager may have sent the mail there Manager you're waiting for.

How is the reservation process?

The reservation process can be done in a few minutes, depending on your interests, you can choose the private house you want from all the ones offered on the www.vinalesrent.com platform, so you should read carefully the description of the conditions of the house and the services that are offered, and their respective prices.In addition, you must keep in mind the number of people to stay, the amount and type of room you need (single, double or triple), the desired location of the house in the city Viñales tourism (can be found on the google map available on the www.vinalesrent.com platform.) If you have any questions, please contact the Manager of ViñalesRent directly via email manager@vinalesrent.com.
Once you have chosen the private house on the desired date, you must fill out and send a simple form from the platform www.vinalesrent.com by clicking on "Book." If you prefer, you can also send your request. directly to the Manager through the email manager@vinalesrent.com.
As soon as we receive your form with the required information (private house, date, number of nights, number of people, type of room) the Manager of ViñalesRent will initiate the negotiations with the owner of the chosen house to check availability. Once the availability for the requested date has been confirmed, you will be notified via e-mail. Once you receive the notification you must confirm your acceptance to secure your reservation. It is not necessary to pay in advance nor the first night, you will pay everything in the destination when you have arrived at the reserved house.
Remember to check the spam or junk folder, since your software may have sent the email from the Administrator that is waiting there.

With what time should I make a reservation at ViñalesRent?

ViñalesRent needs at least one day to manage with the owner of the house that you have booked on the www.vinalesrent.com platform, if you were already in Cuba and near Viñales, and your request for a stay is for the same day or the next to have contacted us, we recommend that you contact us directly by phone or via mail to streamline the management.Keep in mind that getting a reservation for the same day is very complicated and much more in high season, but do not doubt that we will put all our effort To ensure you the desired accommodation in the requested time.
Yes, we recommend that as soon as you have decided to visit Viñales, you should start the reservation process, keep in mind that Viñales is a tourist center in Cuba, where it is usual for visitors stay in private homes instead of in state hotels, so to let a day pass or just an hour could mean the loss of the opportunity to stay in a hotel. determined house, since another tourist has been ahead of you in the decision. In Viñales more than 90% of tourists stay in private homes.

How do I know if an accommodation is available?

When you send the reservation request form (see the FAQ question: How is the reservation process?), We will respond in a few hours informing you if the desired house has availability or not. If for that house and date there was no accommodation available, we would propose other houses with the same conditions to the one chosen and with availability in those same dates, and you must decide if you accept it or not within a period of 24 hours from our notification. If you do not respond within that period, ViñalesRent will cancel your request, freely arranging that house for other requests. If you have flexibility in dates, look on the platform www.vinalesrent.com alternative dates or consult the Manager directly at the email: gestor@vinalesrent.com.

How is the payment process in ViñalesRent?

Once ViñalesRent has coordinated with the owner of the house the pre-reservation and you have notified the availability according to your requirements, ViñalesRent needs your acceptance and confirmation of the reservation to ensure it and that it is not passed on to other possible clients. We do not request a prepayment for the reservation; Only when you arrive at the reserved house will you pay the owner of the house the total amount of all the nights / rooms booked. Our management is free, we work so that you feel with pleasure and satisfaction in the reserved house and in Viñales, cultural heritage of humanity. ViñalesRent will send you a voucher where you will confirm the definitive reservation and with all the information you need to know so that you can happily arrive at your destination in Viñales

I have not received my reservation confirmation, what should I do?

If more than 48 hours have elapsed after the pre-booking of a house through ViñalesRent, you have not received any information about the process, or if, once availability has been confirmed, you have already paid for the first night of one of the the rooms of the reservation and you have not received any notification from ViñalesRent, please contact your ViñalesRent Manager immediately by sending an email to gestor@vinalesrent.com to inform them of the situation. , your ViñalesRent Manager will contact you in the shortest possible time to resolve the situation.
Remember to check the spam or spam folder, since your Manager may have sent the email you are waiting for there.

Do I have to pay in advance the reservation for all nights made in ViñalesRent or just the first night?

You do not have to pay for any night / room in advance (check the FAQ question: How is the payment process at ViñalesRent?). Only when you arrive at the reserved house you must pay the total amount of all the nights / room directly to the owner, never before arriving at the destination.

Can I pay for the reservation of all the nights in the private house when arriving at Viñales?

Yes, only upon arriving at the reserved house you will pay to the owner of the house the total of nights / room.

Can I make the payment of the reservation in cash?

Yes, the payment of the reservation of all nights / room must always be made in cash to the owner of the house upon arrival at your destination. (See the FAQ question: How is the payment process in ViñalesRent?).

Can you use credit cards to pay?

No, the payment of the reservation amount will be made in cash to the owner of the house at the time of your arrival. Any other means of payment must be previously consulted / agreed with the owner of the house.

Can I pay in a currency other than CUC, for example in dollars or euros?

Payment of the total amount of your reservation must be made in CUC, Cuban currency, however any other means of payment must be previously consulted / agreed with the owner of the house. ViñalesRent does not take charge or responsible for the mutual agreement between client and owner on the use of different forms of payment with other currencies.

How long can I stay in the house?

In the reserved house you will only be able to stay during the time indicated in the reservation. If you wish to extend your stay in Viñales you must get in touch by phone or e-mail with your ViñalesRent Manager to know if it is possible to continue staying in the same house or in another with the same conditions.If you decide to do it with the owner, ViñalesRent is not responsible for any consequence derived from the extension and the conditions agreed with the owner of the reserved house or any other house.

Can you cancel a reservation made in ViñalesRent?

You can cancel, but you must inform it in good time so that the reservation of the house can be processed by other possible clients.

Can I change my reservation date?

Yes, you can change the date of your reservation without additional charges if the change of date you request 15 days before your reservation begins .We will do our best to give you the same accommodation for the new desired dates or propose another house nearby with the same characteristics, keep in mind that only the change of dates is allowed once in the reservation process.

Can I contact the owner of the house directly?

Yes, but any questions you have before booking, we will resolve it immediately via email through the account gestor@vinalesrent.com. Once you have formalized and confirmed your reservation, the Manager will send you a voucher where you will provide all the contact details of the owner of the house: phone number, mobile and email address and postal address, so you can communicate directly with him if so you wish

How can I request a service (excursion on foot or on horseback, or bicitour) from ViñalesRent?

In the same house the owner or another person designated by him will give you all the information you require about all the services offered: dates, hours, prices, description of the service, etc. In all the houses, Spanish is spoken and, at least, English as a foreign language ViñalesRent does not manage or take responsibility for these services.

Can I request a taxi service to move nearby or move to another region of the country, for example from Viñales to Trinidad

Yes, you can coordinate with the owner of the house or another person designated by him, the taxi transfer to any destination within the city of Viñales and the province of Pinar del Río (dive center María la Gorda, port of embarkation to Cayo Levisa, Cayo Jutía beach) and, if you wish, even outside the province: Havana, Matanzas, Varadero, Trinidad, Cienfuegos, José Martí Airport in Havana, etc. ViñalesRent neither manages nor takes responsibility for these services.

How long in advance should I request a taxi service to move nearby or move to another region of the country and with whom?

The owner of the house or another person designated by him will give you all the necessary information so that you can move comfortably and safely to any destination.The price of the taxi route will be agreed with the owner of the house or another person designated by You should make the reservation of the taxi service at least 24 hours in advance, or longer in advance in high season, to ensure the best service at the best price ViñalesRent does not manage or take responsibility for these services.

Can I pay for the services contracted in the house in euros or does it only have to be in CUC?

The payment must be made in CUC. Any other option must be agreed directly with the owner of the house or with the person designated by him for the provision of the service ViñalesRent does not manage or be responsible for this request.

In case of illness during my stay in Viñales, could I use my health insurance in clinics and hospitals in this city or in another Cuban?

Yes, but remember that the Cuban authorities require medical insurance for entry into the country (link). Before leaving your country, check what are the coverages contracted with your health insurance. If you are sick due to illness during your stay in Viñales, you will have to present yourself at a Cuban medical institution with your medical insurance and they will inform you of the procedure.Request information from the owner of the house, who directly or through another person designated by him will direct you to the nearest health service where you will receive the appropriate care and treatment with a health professional.

In the case of traveling with pets, are veterinary services available in case of need?

Yes, but before booking, make sure the house accepts pets by consulting the platform www.vinalesrent.com If a pet is required for your pet, request information from the owner of the house, either directly or through another person designated by the owner. He will direct you to the nearest veterinary service where your pet will receive the proper care and treatment with a veterinary professional.We recommend that you consult with the veterinarian all the conditions (treatment, price, medication, etc) before the service is performed ViñalesRent does not manage or take responsibility for this request.

When you arrive in Viñales, could you be received and guided to the house reserved in ViñalesRent?

Yes, it is possible, as long as you require it well in advance, informing ViñalesRent about the means of transport you will arrive at, and the place and time of arrival in the city of Viñales. This attention will be coordinated with the owner of the He or another person designated by him will be waiting for you at the agreed place and time.For greater security, on arrival make sure that whoever receives you is the owner of the reserved house.VinalesRent is not responsible for the consequences derived from not having taken into account this precaution.

Are there safe deposit boxes in all the private homes that are offered in ViñalesRent? If there are no safes, there is security of my belongings in the reserved house?

Before booking, make sure that the house has a safe service by consulting the platform www.vinalesrent.com If this service is not available, it is recommended to consult with the owner of the house or the person designated by him to know all the details of how to secure valuables In private homes in Viñales there is security, not only of the personal properties of the clients, but also of their personal care ViñalesRent is not responsible for the custody of valuables.

If I had any disagreement with the services provided by ViñalesRent, can I make them public on this platform?

ViñalesRent is a platform guided by the motto of providing its services improving every day, for this we need to know your opinion, both positive and negative, so you can not only make public on this platform your negative comments, which will always be understood constructive We will also welcome the publication of your favorable comments, all this information will help us improve day by day and so that potential future clients can spend a happy holiday in Viñales, Cuban National Park and Natural Heritage of Humanity declared by UNESCO You can send us your comments to hola@vinalesrent.com.