Frequently asked questions

On the home page, enter your dates and the number of guests, then select “Search”. The search results show available properties and prices for your chosen dates.

You can also choose a property from “Our portfolio”, read its description, view the photographs, amenities and conditions, then select “Book now”.

Before confirming, you will need to provide the requested details, choose a payment method and accept our booking terms and conditions.

Unless specific rate conditions apply, a deposit of 50 % is required when booking. The balance must be paid no later than 30 days before arrival.

For bookings made less than 30 days before arrival, full payment is due when booking. Your payment deadlines are stated in your confirmation and our booking terms and conditions.

Payment can be made by payment card or bank transfer only.

Depending on the booking channel and service, card payments are processed through SmilyPay, SystemPay or Stripe. These providers use secure payment systems.

For a longer booking or an extension to an existing stay, we may be able to consider special terms. These depend on the property, length of stay, season and availability.

Please send your request in writing. Any special offer must be confirmed by the agency; discounts are not automatic.

We require a valid identity document, evidence of personal liability insurance, details of the occupants and acceptance of the booking terms and house rules. These must be provided before arrival.

Depending on the property and the breakdown shown before booking, the price includes:

• end-of-stay cleaning;
• normal water and electricity use;
• linen for the declared number of guests: sheets, pillowcases, bath towels, bath mats and, where provided by the property, pool towels;
• Wi-Fi internet access;
• basic cooking essentials;
• welcome supplies available at the start of your stay;
• support from our team during your stay.

Pool towels must not be taken to the beach. Cooking essentials and welcome supplies are a starter allocation: they are not intended to last for the entire stay and are not automatically replenished.

Extras may include an in-person welcome where self check-in is standard, arrival outside the agreed arrangements, early check-in, late check-out, additional cleaning, fresh linen, a travel cot or other services added to your booking.

Prices depend on the property, requested time and availability. A very early arrival may require booking the previous night; a very late departure may require booking the following night. These requests are confirmed only with the agency's written agreement.

Unless otherwise stated, check-in is from 3 pm and check-out is no later than 10 am. The exact times are stated in your property's arrival instructions.

Key collection depends on the property. Where a key safe is available, arrival is usually self-service. Access codes and instructions are sent before your stay, once the required formalities have been completed.

If there is no key safe, we will send you the meeting arrangements before arrival. An in-person welcome can also be requested in advance, subject to our team's availability and a possible additional charge.

Yes. For self check-in, you must be able to access the instructions without an internet connection. Download the document, take screenshots or keep a printed copy before you travel.

Free Wi-Fi is available in the Tahiti-Faa’a Airport terminal via the “Tahiti Airport WiFi” network, but this is not a substitute for an offline copy of your instructions.

A booking normally starts at 3 pm on the date shown in your confirmation. If your flight arrives overnight or early in the morning and you want immediate access to the property, you must also book the previous night.

Leaving luggage at the property is not automatically possible. It may be allowed on request if cleaning schedules and neighbouring bookings permit.

If this is not possible, you can check Tahiti Lockers at the airport or Fenua Lockers. In Papeete, Tahiti Luggage Services also offers monitored luggage storage at 13 Avenue Prince Hinoi, about an 11-minute drive from the airport. Check locations, opening hours and prices directly with the providers.

Yes. The amount depends on the property. It must be arranged by card before arrival and may take the form of a card hold or pre-authorisation. No charge is taken if there is no damage or outstanding amount due.

Our team knows and regularly checks the properties. Photographs are taken during inspections to record the condition of the property, furniture and equipment. They may be compared with findings after departure if there is damage, deterioration or a missing item.

If there are no issues, the deposit is released or refunded within 15 days of departure. The time it takes to appear in your account then depends on your bank.

Depending on the damage, a claim may also be made under your personal liability insurance. The deposit does not limit your liability if the loss exceeds that amount.

Amendment and cancellation terms depend on your chosen rate and the booking terms you accepted. Bookings made at promotional rates or marked non-refundable cannot be changed or refunded.

Illness, flight cancellations, changes to travel plans or other events outside Iaorana Agency's control do not automatically change the agreed conditions.

We strongly recommend additional travel insurance covering cancellation, curtailment, transport disruption and certain force majeure events. If an event is covered, a claim must be submitted to your insurer. Iaorana Agency cannot bear the financial consequences of changes to travel plans for which it is not responsible.

If the agency or the booked property is directly responsible for being unable to provide your stay, the provisions in our booking terms and conditions apply.

For questions before, during or after your stay, use the messaging service linked to your booking, the email address in your documents or our website form.

Our guest service team prioritises written communication to ensure accurate follow-up. The team is available Monday to Friday, 8 am to 6 pm Tahiti time (GMT−10). Outside these hours, messages are handled according to urgency.

Write to us promptly with a clear description of the problem and, where useful, photographs or a video. Our team will assess the situation and coordinate the appropriate response with the owner, our maintenance team or a local provider.

End-of-stay cleaning does not include housekeeping during your stay. Depending on the property and availability, you can request extra cleaning, fresh sheets or towels and replenishment of certain supplies. Additional charges may apply.

No. Parties, receptions, events and gatherings are not permitted.

For insurance, safety and occupancy reasons, only the guests declared in the booking may enter the accommodation and property. You cannot book for two people and then invite friends or family, even briefly or without an overnight stay.

If your group changes before arrival, inform the agency in writing. Any additional person must be declared and expressly authorised before entering the property, within its maximum occupancy.

Pets are generally not accepted. A request may be considered before booking, depending on the property, building rules and the owner's agreement. No exception is guaranteed without prior written confirmation.

Yes. Most photographs are taken directly at the properties, often using a mobile phone.

Some images may be adjusted for brightness, colour, framing or resolution. We do not add non-existent amenities or deliberately remove important features of the property. Furniture and decoration may, however, change over time.

Viewings are generally not possible, particularly when properties are occupied. An exception may be considered for a long stay or a specific business requirement, depending on the availability of the property and our team.

A car is strongly recommended for most of our properties, giving you easier access to shops, beaches, activities and places around the island.

Iaorana Agency guests receive 15% off with Hertz Tahiti using code IAORANA15 on www.hertz.pf.

Depending on your needs and our providers' availability, we can help with car hire, transfers, excursions, whale-watching trips during the authorised season, massages, a private chef, flowers, a welcome hamper or extra cleaning.

These services may be quoted separately. You can also browse our selection of activities and places to visit.

Yes. Returning guests may receive a discount on future stays with Iaorana Agency. Contact us before booking so we can check your previous stay and confirm the applicable terms.

French is the official language, and Tahitian is widely spoken. English is common in tourism, but less so in smaller shops. Our written arrival instructions help you find your way.

The local currency is the CFP franc (XPF). Prices in shops and restaurants are generally shown in XPF. ATMs and a currency exchange office are available at Tahiti-Faa’a airport; see Tahiti Tourisme’s currency guide.

Cards are widely accepted in larger shops, hotels and restaurants on Tahiti and Moorea. Take some XPF cash for markets, small businesses and places where cards are not accepted. Do not rely on US-dollar notes or coins for everyday purchases; exchange money or ask the merchant before paying. Accommodation payments follow the instructions in your booking confirmation.

European-style sockets are common, but electrical installations can vary by property. Tahiti Tourisme advises visitors to bring an adapter and notes that 110 V and 220 V supplies may be encountered. Check your device’s voltage rating and the instructions for your specific accommodation before connecting it.

Drive on the right in Tahiti and Moorea. A car is recommended for many properties; check your rental company’s licence, insurance and vehicle conditions before collecting it.

Yes. Select the “Tahiti Airport WiFi” network, open a browser and accept the terms. The airport explains how to connect. Download your arrival instructions in advance as a backup.

Tahiti Lockers operates a luggage-storage service in the public hall opposite the international departures entrance. The airport lists it as open 24 hours a day, seven days a week; check current prices with the operator. For another option in Papeete, Tahiti Luggage Services is at 13 Avenue Prince Hinoi, about an 11-minute drive from the airport. Luggage storage inside a rental requires prior agreement.

On Tahiti, Foodease lists restaurants and shops for delivery. Enter your exact property address in the app to check coverage, opening hours and delivery fees. Availability can differ by location; do not assume the same service is available on Moorea.

In a tropical climate, uncovered food and crumbs can attract ants, flies and cockroaches. Bring food inside after meals, keep it in closed containers, clean the table and dispose of waste in the appropriate bin.

Water quality depends on the area and the property. Follow the instructions provided for your accommodation; if you are unsure, ask us or use bottled water.

Mosquitoes are present. Bring a suitable repellent, especially for outdoor evenings, and avoid leaving standing water around the property. For health advice, consult the Polynesian health authority.

Tipping is not expected, although you may leave a tip for particularly good service. Prices and any service charges should be checked on the bill.

Tahiti and Moorea use UTC−10 year-round. Check your airline and ferry times in local time, especially when crossing the international date line.