Frequently Asked Questions
At Holi, we want every guest to have a smooth, comfortable, and enjoyable stay in Malta. In this section, you’ll find answers to some of the most common questions about our properties, booking process, check-in details, and what to expect during your stay.
Our goal is to make your experience as easy and stress-free as possible, whether you are visiting Malta for a short getaway, a longer stay, or a work trip. If you can’t find the information you’re looking for, our team will always be happy to assist you and make sure you have everything you need for a great stay.
How can I contact the HOLI Guest Experience Team?
You can contact our Guest Experience Team at any time (Monday – Sunday) through the messaging feature in the booking platform where you made your reservation (Booking.com, Airbnb, etc.).Alternatively, you can email us or call us on +356 9940 6450.(Please do not send WhatsApp messages to this number unless instructed.)
How do I check in to my accommodation?
After completing the Check-In Form sent with your booking confirmation, you will receive full Check-In Instructions 24 hours before your arrival, including the access details for your property.
Can I request early check-in?
Our properties are usually booked back-to-back, and our housekeeping team needs time to prepare the space before the standard 3:00 PM check-in.However, if early check-in is possible, we will gladly arrange it. Please contact our Guest Experience Team through your booking platform or call +356 9940 6450. to check availability.
What time is check-out?
Standard check-out time is 10:00 AM to allow our housekeeping team to prepare the property for the next guests.
Can I request late check-out?
If possible, we are happy to offer late check-out. Please contact our Guest Experience Team one day before your departure to check availability by messaging through your booking platform or calling +356 9940 6450.
Is luggage storage available?
Some HOLI properties may offer luggage storage depending on the building. If available, instructions and access codes will be sent in your Check-In Instructions email.
Do you arrange airport transportation?
Yes, we do! HOLI can help arrange airport pick-ups or other ground transportation.
To arrange your airport transfer in advance, contact our Guest Experience Team via your booking platform or call +356 9940 6450.
I didn’t receive my check-in instructions. What should I do?
Check-in instructions are sent after the Check-In Form has been completed.
Please also check your spam or junk folder. If you still cannot find the instructions, contact our Guest Experience Team through your booking platform or call +356 9940 6450.
How do I access the property?
Access instructions, including door codes or key box details, will be sent in your Check-In Instructions email.
Do I need to meet someone for check-in?
No. Most HOLI properties offer self check-in, so you can arrive at your convenience.
Who should I contact if I have an issue during my stay?
Our Guest Experience Team is always available to help. Please contact us through your booking platform or call +356 9940 6450.
Is cleaning provided during my stay?
For short stays, cleaning is typically not included. For longer stays, additional cleaning can be arranged upon request by contacting our Guest Experience Team at +356 99406450.
Are sheets and towels provided?
Yes. All HOLI properties include bed sheets and towels. Each guest receives three towels of different sizes.
If you need extra towels, please contact our Guest Experience Team.
What should I do if I lose the key?
Contact our Guest Experience Team immediately at +356 99406450. Replacement costs may apply depending on the situation.
Is there a travel cot or high chair available?
If you require a travel cot or high chair, please write your request in the “Special Requests” section of the Check-In Form.
You may also send us a reminder a few days before arrival.
Can you decorate the apartment for a special occasion?
In some cases, HOLI can help arrange decorations for birthdays or special celebrations upon request. Contact us at +356 99406450 to discuss your needs.
Is Wi-Fi available in the property?
Yes, free high-speed Wi-Fi is available in all HOLI properties. The network name and password will be included in your Check-In Instructions.
Are pets allowed?
Pet policies may vary depending on the property. Please check the listing details or contact our Guest Experience Team before booking.
Is smoking allowed in the property?
All HOLI properties are non-smoking indoors. Guests may smoke only in designated outdoor areas if available.
Are parties allowed?
No. Parties and loud events are strictly prohibited to ensure a comfortable stay for all guests.
Can I modify my reservation?
Reservation changes depend on the booking platform policy used for your reservation. Please contact your platform or our team at +356 99406450 for guidance.
Do you offer monthly stays?
Yes. Long-term stays may be available at selected HOLI properties. Please contact our team to check availability at +356 99406450.
Can I extend my stay?
Extensions are possible if the property is available. Contact HOLI as soon as possible at +356 99406450 to request an extension.
What is the cancellation policy?
Please refer to the cancellation policy stated on the booking platform where you made your reservation.
What can I do during my stay in Malta?
Malta offers amazing beaches, historic cities, boat trips, and vibrant nightlife.
You can check our recommendations in the HOLI Guide Books, which include curated tips on restaurants, attractions, and hidden gems. Additionally, our Guest Experience Team will be happy to provide personalized local recommendations to help you make the most of your stay.
