Definitions
Accommodation: the accommodation as described in the booking form.
Provider of the accommodation: the local service provider who is responsible for the key handover and on site service. The full contact details of this provider are included in the check in documentation that is provided well before the arrival date.
Booking agent: the intermediary between lessors and tenants. This party handles the administrative processing of the booking and the receipt of the rental amount on behalf of the lessor.
Tenant: the person who is listed as the tenant of the accommodation on the booking form. This person must comply with the terms of the rental agreement.
Rental price: the total amount the tenant must pay for renting the accommodation, as specified in the booking form. This amount may include additional costs, unless expressly stated otherwise.
Reservation or rental agreement: a binding reservation of an accommodation, confirmed by the lessor or the booking agent.
Booking form: the written or digital document in which the details of the booking and the rental conditions are recorded.
Lessor: the legal entity listed as the owner or as the manager designated by the owner on the booking form.
Rental conditions: the rules, provisions and agreements in this document that set out the rights and obligations of both parties in the rental relationship.
1. Scope
These rental conditions apply to all rental agreements between the lessor and the tenant, regardless of how they are concluded.
Changes to these conditions are only valid when they have been agreed in writing between both parties.
2. Applicable law
For reservations of accommodations that are located in the Comunidad Valenciana and for stays of 10 days or less with the same tenant, the sectoral tourism regulations in force at that time apply.
For reservations of 11 days or more, the regulations that apply to the lodging contract apply. For other regions, the regulations in force in that region apply.
3. Limitation of length of stay and use of the accommodation
The stay of the tenant in the rented accommodation can in no case be regarded as a permanent residence, domicile or home address. The tenant cannot claim any right to stay in or use the accommodation after the rental period that is expressly stated in the booking form, or after early termination of the agreement.
4. Formation of the rental agreement
The rental agreement is formed at the moment the tenant makes a booking through one of the available channels via the website, in writing, by telephone, by email or in person and this booking is confirmed by the lessor or the booking agent.
The confirmation may be provided in writing, by email or through an automated system. The tenant must check the accuracy of the details in the confirmation and must report any errors immediately.
5. Modification and termination
The lessor has the right to modify or cancel the agreed service on one or more essential points due to serious circumstances or force majeure. Serious circumstances are situations of such a nature that it cannot reasonably be expected of the lessor to remain bound by the agreement.
Force majeure includes war, strikes, natural disasters, other serious unforeseen events or situations in which, without fault of the lessor or the booking agent, the accommodation cannot be offered. In such cases the booking agent may cancel the reservation and must refund in full the price already paid by the tenant.
To safeguard the quality of the stay, the booking agent reserves the right, when necessary, to replace the reserved accommodation with another accommodation with equal or comparable characteristics. If such replacement is not possible, the booking agent will refund the amount already paid to the tenant.
Changes to the rental agreement are only valid when they have been approved in advance and in writing by both the lessor or the booking agent and the tenant. Any price adjustments will be stated in this context and must be paid within the agreed period. The lessor or the booking agent may always refuse a request for modification.
In the case of an extension or shortening of the duration of a reservation in the same accommodation, the classification of the reservation may be adjusted depending on the total length of stay.
6. Payments, prices, deposit and costs
The down payment must be made within three working days after the date of the reservation. If payment does not take place within this period, the reservation may be cancelled.
The remaining amounts must be paid at the latest on the due date that is indicated in the booking form. In case of non compliance, the reservation may be cancelled without any right to a refund of payments already made.
For reservations that are made within the four weeks prior to the start of the rental period, the full rental price and, where applicable, the deposit must be paid immediately.
The prices are indicated per accommodation and depend on the chosen rental period in months, weeks or days. The lessor reserves the right to adjust the prices in the event of changes in taxes, levies, duties or other external costs or charges that affect the rental price. Any price increases are passed on to the tenant on a net basis and without surcharge.
We are not responsible for printing errors in the price list or in the publications on the website. In the event of price increases within three months of receipt of the booking form, the tenant has the right to terminate the agreement free of charge. In that case the price already paid will be refunded in full.
After the total rental price has been paid, no further increases will be applied, unless otherwise agreed in writing.
Cancellation by the tenant must always be made in writing. In the event of cancellation, the down payment remains due and will not be refunded. When the cancellation takes place within 60 days before the start date, the tenant also remains responsible for payment of the full rental amount, unless otherwise agreed in writing with the booking agent. Refund of payments already made only takes place when the cancellation is the result of an error by the lessor or the booking agent.
For reservations that are made through an external portal with its own payment and cancellation conditions, the cancellation conditions of the relevant portal apply. The tenant is advised to read these conditions carefully before making the reservation.
The tenant must take into account that, depending on the type of accommodation and the destination, different deposit amounts may apply. This deposit is paid at the time of booking or on arrival, depending on what has been agreed with the booking agent or directly with the lessor, and is refunded within eight days after the end of the rental period, provided that the accommodation is left in good condition. Any damage or loss is deducted from the deposit. If no deposit has been required or if the damage exceeds the amount of the deposit, the tenant must pay the full amount immediately.
The costs for periodic cleaning, final cleaning, energy consumption, water and gas are generally included in the rental price. The tenant can verify this through the website and in the price list. If these costs are not included, for example in the case of longer rental periods, the relevant costs are clearly indicated and specified in the booking form and charged together with the rental price.
Additional costs that are not included in the rental price must be paid before arrival. Costs related to consumption, when explicitly stated in the booking form, are settled at the end of the stay or monthly in the case of longer rental periods.
When explicitly stated in the booking form, surcharges may be charged to the tenant for facilities such as pool heating, air conditioning, central heating or other energy costs. These surcharges depend on the type of accommodation, the location and the length of the stay.
Before booking, it is recommended to consult the details regarding possible additional costs for energy consumption on the website or to contact the booking agent directly.
In the event of unusual or excessive consumption of water, electricity or gas during the stay, the booking agent or lessor reserves the right to charge additional costs to the tenant. These extra costs are settled separately on departure.
7. Bed linen and towels
In general, bed linen and towels are included in the rental price. To be sure, the tenant can consult the details of each accommodation on the website. It may occur that the tenant must collect clean bed linen each week of the stay at the reception or at the place where the keys are handed over.
8. Extra amenities on request
In many cases, if requested directly at the time of booking, an extra bed, cot, high chair, playpen or similar facility can be provided.
9. Termination of the agreement
The lessor or the booking agent may terminate the agreement if the tenant does not comply with one of the obligations in this agreement.
In case of termination on the basis of an attributable shortcoming by the tenant, amounts already paid remain due. Any damage that is not covered by the deposit may be charged additionally to the tenant, in accordance with the provisions regarding the deposit.
Termination by the lessor or the booking agent is always communicated to the tenant in writing.
10. Insurance
The rental price does not include insurance, unless it is expressly stated that insurance is included in the booking form. In that case the booking form indicates which insurance is included and what it covers.
11. Liability and damage
The tenant must take into account that with regard to liability, the provider of the accommodation, the booking agent and the lessor are not liable for loss, damage or depreciation of the property of the tenant and or his co residents. This applies regardless of whether this damage results from use or misuse of the accommodation.
If damage to the property of the tenant is the result of defects in the accommodation, the liability of the lessor is limited to the rental amount paid. In no case is the lessor liable for personal injury, immaterial damage or damage that does not relate directly to the property of the tenant.
In the event of non performance, only the minimum compensation permitted by law applies.
With regard to joint and several liability, the tenant is fully and jointly and severally liable for payment of the full rental price and for all damage caused by the tenant and by other persons who stay with the tenant in the accommodation.
12. Age restriction
Persons under 30 years of age, whose co residents in the rented accommodation are also under 30 years of age, may only make bookings with prior written permission from the booking agent. Violation of this condition may lead to cancellation of the reservation.
13. Use of the accommodation and rules of conduct
The tenant must use the accommodation in accordance with generally accepted standards and rules of good conduct. Any form of nuisance, damage or inappropriate behaviour may lead to termination of the rental agreement without any right to a refund.
The reservation is only valid for the number of persons stated on the booking form. If more persons stay in the accommodation than allowed, this may lead to termination of the rental agreement and loss of the deposit. In that case payments already made are not refunded and the full rental price remains due. If the tenant wishes more persons to stay in the accommodation, the tenant must request prior written permission from the booking agent. The lessor or the booking agent reserves the right to refuse the request or to charge an additional fee.
14. Documents and rules for the use of communal facilities
The booking agent will provide the necessary general information about the rented accommodation and the surroundings before or during the booking.
In the case of holiday homes or dwellings with communal elements, such as a lift, gallery, garden, garage, pool or other shared areas, specific rules of use of the lessors association apply. These rules are available for inspection in the accommodation.
The tenant and his co residents must comply with these rules. In case of non compliance, sanctions or fines may be imposed, which will be charged to the tenant.
The tenant must take into account that the presence of pets in the accommodation or in the immediate vicinity is only permitted with the express permission of the lessor or the booking agent and when this is expressly stated in the booking form.
The lessor or the booking agent reserves the right to impose additional conditions for allowing pets, such as a surcharge for final cleaning or other additional costs. These conditions are communicated to the tenant in advance.
If a pet is brought without permission, the lessor or the booking agent of the accommodation may terminate the rental agreement immediately and charge the tenant for the extra costs for cleaning or repair.
15. Parties, events, music and sound
It is not permitted to organise parties or events in the rented accommodation without the express written permission of the lessor or the booking agent. Any gathering where the number of attendees is greater than twice the maximum permitted number of persons under the rental agreement is considered a party or event.
The request for permission must be submitted in writing 30 days in advance. The lessor or the booking agent may refuse the request or impose additional conditions or extra costs.
If a party or event is organised without the required permission, the lessor may terminate the rental agreement immediately and require the tenant to pay all costs for extra cleaning, damage and nuisance.
It is also not permitted to make music, play music or produce sounds that are audible outside the boundaries of the rented accommodation, unless the lessor or the booking agent has given express written permission for this.
When permission is granted for a party or event, the tenant must comply with the applicable statutory regulations and local noise standards. The tenant must inform neighbours who may experience nuisance in advance and is personally responsible for applying for any necessary municipal or other permits. Non compliance with these conditions gives the lessor the right to take the measures the lessor considers appropriate. These measures may include termination of the rental agreement and charging additional costs due to damage, nuisance or disturbance.
16. Maintenance and use of garden, pool and other facilities
In accommodations with a garden or private pool, regular maintenance is necessary to ensure quality, functioning and safety. For pools a technician usually visits once or twice a week, while the gardener usually comes once a week. The frequency of these visits depends on the accommodation.
The tenant must grant full access to the accommodation to the authorised maintenance staff whenever this is necessary. The time of the maintenance visit will, where possible, be communicated in advance in order to limit inconvenience.
If access is refused and this leads to delay in maintenance or damage to the facilities, the extra costs and the repairs may be charged to the tenant.
The tenant and other guests are strictly prohibited from switching on or off or operating the pump and filter system of the pool, as well as the automatic irrigation system of the garden, in accommodations where these systems are present. Only authorised personnel may operate these systems.
Any damage that arises from incorrect or unauthorised use of these facilities is entirely at the expense of the tenant. In case of doubt, problems or malfunctions, the tenant must contact the provider of the accommodation immediately.
17. Mandatory Tourist Registration
The tenant must complete the registration of tourist persons fully and correctly, in the way and within the period indicated by the lessor or the booking agent. The information requested may vary depending on the region and the period and must always be provided correctly. Non compliance with this obligation may lead to fines that are entirely at the expense of the tenant.
18. Stay, arrival and departure
The usual arrival and departure days may differ depending on the location. Outside the high season it is generally possible to arrive or depart on any day of the week. For rental periods shorter than one week, a daily surcharge may apply. For specific information the tenant can contact the booking agent or make a calculation via the website.
As a rule, arrival takes place between 16.00 and 18.00 hours. If you expect to arrive later than 18.00 hours, you must report this in advance to the place where the keys are handed over. In case of arrival after the indicated time without prior notice, the provider of the accommodation may charge additional costs.
On the day of departure, the accommodation must be vacated before 9.30 in the morning. If the accommodation is not vacated on time, the lessor, the booking agent or the provider of the accommodation may claim compensation and this may lead to loss of the deposit.
On departure, the tenant must leave the accommodation in the same good condition in which it was found. This means that
- the accommodation must be left broom clean and tidy
- furniture and other objects must be placed back in their original position
- the dishes must be washed and stored in the correct place
- the tenant must take the rubbish to the designated collection points before departure. In case of non compliance, the lessor, the booking agent or the provider of the accommodation will charge the costs of waste removal to the tenant
The provider of the accommodation reserves the right to carry out a final inspection. If during this inspection it is established that the accommodation does not meet the stated conditions, the provider has the right to charge the tenant for the additional cleaning costs or compensation for damage.
19. Complaints
If you detect an error or defect on site, you are expected to report this immediately to the provider of the accommodation or the booking agent. This can prevent bigger problems. In case of serious complaints, you must report these directly to the provider of the accommodation, so that the provider has the opportunity to resolve the complaint as quickly as possible.
If a complaint is not satisfactorily resolved on site, you must submit it in writing and with reasons to the booking agent within two weeks after departure from the accommodation. If the complaint is not submitted within this period, it will not be processed.
When the tenant moves to another accommodation without prior consultation with the booking agent or leaves the rented accommodation before the end of the stay, the tenant loses any right to any form of refund.
20. External and technical circumstances
The tenant must take into account that holiday homes or rented dwellings are often private properties owned by different lessors and are usually located in residential areas outside tourist complexes. It may therefore happen that construction work is carried out in the vicinity of the accommodation by other lessors, contractors or public authorities. These parties are outside the sphere of influence of the provider of the accommodation, the booking agent and the lessor.
Because we have no relationship with and no control over this work, the provider of the accommodation, the booking agent and the lessor are not liable for nuisance, disturbance or damage that may result from these activities, unless the work has been commissioned directly by the provider of the accommodation.
We recommend that the tenant requests information about any planned work in the area before arrival.
Although we make efforts to avoid these situations, we cannot guarantee that there will be no nuisance from external construction work.
When the description of the accommodation states that satellite television or cable television is available, this does not automatically mean that all channels or programmes, including those from the tenant’s country of origin, are available. Many foreign lessors have decoders that are limited to regional or international channels, depending on the location of the accommodation and the type of subscription.
For this reason, we cannot guarantee the availability of specific channels or television programmes. If the tenant has specific preferences for channels or programmes, we recommend that the tenant discusses this in advance with the booking agent or the provider of the accommodation before making the reservation.
The tenant must take into account that in some holiday areas there may be occasional interruptions in the supply of water, electricity and internet. Municipal or regional authorities and utility companies may decide to interrupt or limit these services temporarily due to maintenance, failures or other causes that are outside the control of the provider of the accommodation or the lessor.
The provider of the accommodation and the lessor are therefore not liable for damage, nuisance or inconvenience that may result from such interruptions, since these are situations that fall outside their control.
If the tenant has specific requirements regarding continuous availability of water, electricity or internet, it is recommended to report this to the booking agent in advance before the reservation is confirmed.
21. Electric vehicles
It is strictly prohibited to charge electric and or hybrid vehicles using the electricity network of the rented dwelling without prior written permission from the lessor. This prohibition applies even when specific charging facilities are present in the accommodation.
If permission is granted, additional conditions and costs may apply. These are communicated to the tenant in advance.
The use of unofficial or uncertified charging methods is also strictly prohibited. Any damage caused to the electricity network or to the accommodation as a result of unauthorised or incorrect charging is entirely at the expense of the tenant.
22. Forum and choice of law
Any dispute between the lessor and the tenant is settled by the competent court in the country and region where the accommodation is located. The applicable law is the law of the country and region where the accommodation is located, unless otherwise agreed in writing.
The lessor reserves the right to choose to have the dispute handled in the country and region where the tenant is established, provided this is communicated to the tenant in writing.
The address provided by the tenant is considered correct and complete by the lessor, unless the tenant reports otherwise.