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Terms of use

Reservations

The reservations of the accommodations can be made by phone, online, electronically or through the Travel Agencies, Booking Centers or any other means that allows it to be formalized.

The reservations of the accommodation must be confirmed by any system that allows its constancy and accreditation, according to the means used for them.

Payment methods

The payments of the reservations will be made through the electronic payment platform “Stripe”. In order to make the payment, the client must create an account on this platform. The personal data policies of this platform are described in the Privacy Policy. You can get more information at the following link: https://stripe.com/es

There are two ways in which you can make payments for reservations:

  • Non-refundable rate: Direct payment when booking. The client will satisfy the total amount of the cost of his reservation at the time of making it, assuming that it will not be refundable in case of cancellation of the same.

  • Free cancellation rate: No charge will be made to the customer's card at the time of booking, but the amount corresponding to the first night will be charged, three days before the date of arrival at the selected accommodation. The charge will be made to the customer's card in a virtual way and without the customer being present, through the data provided by him, in order to guarantee the reservation.

    It will be possible to verify that the card is valid with the charge of a minimum amount after making the reservation and before the arrival date. This charge will be duly notified by email to the client. In the event that the card provided by the customer is not valid, an email will be sent to update the payment method within a maximum period of 24 hours from the receipt of the message and provide a valid card. If this update does not allow validating the customer's card, the reservation will be canceled.

Prices

Prices may vary depending on reservation dates, as well as for other reasons (events, shows, or other causes that alter demand). You can see your final price (without VAT and VAT) before booking, after filling out the form on our website. Once the apartment has been reserved, the price will not vary, unless the client wishes to modify his reservation, in which case, the corresponding surcharges explained below will apply.

There is a price difference between the "NON-REFUNDABLE" and "FREE CANCELLATION" rates, check which rate is best for you.

Taxes

The law of Spain establishes that all reservations have a surcharge of 10% (I.V.A.). All reservations are broken down with 10% VAT and with the total price including VAT.

Modifications or cancellations of the reservation

  • Non-refundable rate: With this rate the reservation money will not be refunded if it is canceled or modified.

  • Free cancellation fee: Allows you to modify and / or cancel the reservation up to 3 days before the arrival date, at no cost to the Customer. If you modify or cancel less than 3 days in advance with respect to the arrival date, you will be charged the amount of the first night and the money will not be refunded.

    For any of the rates, if the Client does not show up to use the apartment, and does not give sufficient notice, ARENAL SUITES will charge the total amount of the reservation to the Client's card.

    ARENAL SUITES reserves the right to take legal action if economic damages (such as loss of profit) or other damages (such as Image) result from non-compliance or breach of the Client.

Check-in/check-out

The time of entry and exit will be written on your reservation form on our website. Please read it carefully and do not hesitate to call us if you have any questions.

If the client wishes to check in before the time of entry or check out after the departure time, he must consult with Arenal Suites in order to assess this option, prior agreement with the client and provided that the circumstances allow.

For each hour you wish to arrive before the reserved time (check in), or for each hour you wish to delay the departure time (check out), an additional charge of 10 euros (plus 10% VAT) will apply.

Identity and number of customers

It will not be allowed to exceed the number of people agreed in the reservation and, the number of guests staying in the apartments cannot exceed the capacity of each of them, except for children under three years.

In case of non-compliance, ARENAL SUITES reserves the right to request the abandonment of the apartment immediately and the guest will not have the right to request any compensation or return.

All our guests must provide a valid identity card at the time of arrival in order to complete the guest registration form.

The client will be asked to indicate his name, identification number, telephone number and email address that appears in the reservation.

Responsibilities

ARENAL SUITES is not responsible for incidents, problems or consequences arising from the use that customers make of the apartment during their stay, which includes injuries or personal damages of various kinds, losses due to theft, fire, criminal activity, among others.

In the event of a fault outside the misuse that the client may give to an apartment and which will prevent him from staying in it, ARENAL SUITES is responsible for solving it in the shortest possible time, prior notification by the client . In case it is not possible to solve the problem, ARENAL SUITES undertakes to provide the client with another apartment of similar characteristics or to reimburse the proportional part of the invoice.

All guests explicitly declare that they will use the apartment at their own risk and responsibility and exempt ARENAL SUITES from any type of compensation derived from injuries that cannot be attributed to the condition of the property itself.

ARENAL SUITES will not be responsible for the loss of any object or belonging by the client.

Guests are responsible for all damages and alterations in the rented apartment or furniture, to the extent that signs of normal wear and tear are exceeded. Likewise, charges may be made on behalf of the Client if deterioration is detected in any element of the facilities, either due to misuse of the elements or due to their disappearance.

It is the client's responsibility to pay for the loss of the keys and cover the additional cost for the lock change. The cost will be 150 euros (plus VAT).

ARENAL SUITES tourist apartments will deliver to the clients the apartment in perfect conditions of use and cleaning, it is the responsibility of the client that when leaving the apartment, this is in proper conditions of cleanliness and order. In the event that the apartment is delivered in unsuitable conditions, ARENAL SUITES reserves the right to charge an extra fee equivalent to the cost of 25 euros (plus VAT) for cleaning service.

We ask that any incident occurred during the course of your stay be reported to ARENAL SUITES as soon as possible for correction if necessary.

Smoking is prohibited in all facilities. If odors, ashes, or any other trace of having been smoked were detected at the exit of the Client, an additional charge of 25 euros (plus VAT) will be made for the cost of the additional cleaning service.

Guest behaviour

We ask that our guests behave appropriately. All tenants wish to enjoy their stay and the apartment is integrated into a community of neighbors with their own rules of behavior:

  • Animals are not allowed to enter the common areas or the apartment itself.

  • Smoking is not allowed.

  • It is forbidden to carry luggage in the common areas of the building.

  • Avoid in the common areas of the community, noises, conversations with a high tone of voice, musical broadcasts, or any activity that may alter the tranquility of the other residents of the building.

  • Respect the rules of cleanliness and hygiene in all common areas of the building.

  • Try not to make too much noise or play loud music, respecting the schedules established by the municipal regulations stipulating the time zone of silence from 15:00 p.m. to 17:00 p.m. and from 11:00 p.m. to 9:00 a.m. both in the apartment and in the common areas of the building. If the neighbors complain or if they have to call the police, the apartment must be vacated without compensation or refund of the amounts paid. Remember that parties are NOT allowed.

  • Any breach of the terms and conditions, gives the right to the company to demand the immediate abandonment of the apartment by the client, without the right to request any type of financial compensation or return by ARENAL SUITES.

  • At the time of booking an apartment with ARENAL SUITES you are unconditionally accepting our terms and conditions, so if you have any questions or queries it is advisable to clarify them before booking.

Availability claim sheet

ARENAL SUITES has a complaint form at the service of the client that requests them.

This establishment welcomes and complies with the provisions of state and regional regulations regarding Tourist Apartments.

We are very attentive to the quality of the services we offer. We take care of the details and take note of the improvements, suggested by the clients, whenever possible.

We listen to our customers. In this way we are constantly updated on the wishes and expectations of those who choose us.

At the end of your stay, leave the house in the same state that you found it. Do not move your room furniture. If at your departure, the apartment is not in condition and requires an extra cleaning service, an amount of € 25 may be required to be charged on the card provided as a guarantee.

Do not raise or lower in the elevator more people than allowed.

You must wash the used kitchen utensils as it is not included in the final cleaning and will incur a surcharge of € 25 (plus VAT) for cleaning that can be deducted from the card provided as a guarantee.

It is forbidden to leave bicycles, carts or any other element at the entrance of the building. The Community of owners can withdraw them.

Make sure the main door is tightly closed when you leave or enter the building.

If you have questions or something is not working properly, you can contact us directly by calling 91 1212441.

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