🏡

# Terms & Conditions

Welcome to Stay in Gran Canaria. By making a direct booking through our website, you acknowledge that you have read, understood and accepted the following Terms & Conditions.

## 1. Direct Bookings

These Terms & Conditions apply to reservations made directly with Stay in Gran Canaria through our website or through our authorised booking channels.

The person making the reservation must be at least 18 years old and is responsible for providing accurate information for all guests included in the booking.

Once a reservation has been confirmed, the guest agrees to comply with these Terms & Conditions, as well as with the specific rules and conditions applicable to the property booked.

## 2. Payment

For direct bookings, the payment is divided into two instalments:

* **50% of the total booking amount is payable at the time of reservation.**

* **The remaining 50% is payable at check-in.**

The reservation is considered confirmed once the first 50% payment has been successfully received.

All applicable prices and charges will be clearly communicated before the booking is confirmed.

Payments made by card may be processed through Stripe or another secure payment provider. Any non-refundable payment processing fees charged by the payment provider will be clearly identified where applicable.

## 3. Cancellation Policy

Direct bookings may be cancelled free of charge up to **30 days before the scheduled arrival date**.

In the event of cancellation at least 30 days before arrival, the amount paid will be refunded, **excluding any non-refundable payment processing fees charged by the payment provider, such as Stripe**.

For cancellations made **less than 30 days before the scheduled arrival date**, the initial 50% booking payment is non-refundable.

The remaining 50% payment, which is normally due at check-in, will not be charged where the reservation is cancelled within this period, unless otherwise expressly agreed in writing.

If the guest does not arrive for the reservation without prior notice (no-show), the initial 50% payment will remain non-refundable.

Any exceptional circumstances, including circumstances beyond the guest's control, will be considered in accordance with applicable Spanish law and the specific circumstances of the case.

## 4. Security Deposit

A **€300 security deposit** is required for direct bookings.

The security deposit is intended to cover, where applicable, damage to the property or its contents, loss of keys or access devices, excessive cleaning caused by misuse of the property, or other costs reasonably attributable to the guest's stay.

The security deposit will be refunded **within a maximum of 10 days after check-out**, provided that there are no outstanding issues, damages or additional costs requiring assessment.

Where a deduction from the security deposit is necessary, the guest will be informed of the reason for the deduction.

The security deposit does not limit the guest's responsibility for costs exceeding the amount of the deposit where the guest is legally responsible for such costs.

## 5. Check-in

Standard check-in is available between **4:00 PM and 9:00 PM**.

Check-in outside these hours may be possible **subject to availability and may incur an additional fee**.

Any applicable late check-in fee will be communicated to the guest before the service is confirmed.

Guests are required to provide the information necessary for check-in and comply with all applicable identification and registration requirements.

## 6. Check-out

Guests must leave the property at the agreed check-out time communicated for their reservation.

The property must be left in a reasonably clean and orderly condition, with all keys, access devices and other property belonging to the accommodation returned as instructed.

Failure to comply with the agreed check-out conditions may result in additional charges where reasonably justified.

## 7. Occupancy and Guests

Only the guests declared in the reservation may stay at the property.

The maximum occupancy of each property must be respected at all times. Additional guests may only stay with prior written authorisation from Stay in Gran Canaria and may be subject to additional charges.

The guest making the reservation is responsible for the conduct of all members of their party.

## 8. Pets

Pets are only permitted in properties where they are expressly accepted.

Guests travelling with a dog must declare this at the time of booking and are required to provide **proof of valid third-party liability insurance covering the dog** before check-in.

Additional charges may apply for stays with pets. Any applicable pet fee or additional conditions will be communicated to the guest before the booking or pet stay is confirmed.

Guests are responsible for ensuring that their pets do not cause damage, excessive cleaning requirements, disturbance or inconvenience to the property, other guests or neighbours.

Any costs resulting from damage or extraordinary cleaning caused by a pet may be charged to the guest and, where appropriate, deducted from the security deposit.

Pets must comply with any specific rules applicable to the property or its communal areas.

## 9. Property Rules and Guest Responsibilities

Guests agree to use the property responsibly and respectfully and to comply with any rules applicable to the accommodation and its communal areas.

The following are not permitted unless expressly authorised:

* Parties or events.

* Activities that cause excessive noise or disturbance.

* Smoking inside the property.

* Unauthorised guests or overnight visitors.

* Any illegal activity.

* Any use of the property that is inconsistent with its intended residential or holiday accommodation purpose.

Guests are expected to respect neighbours and the rules of the building or residential complex.

## 10. Damage and Loss

Guests are responsible for any damage, loss or breakage caused by themselves, members of their party or their pets during their stay, except for normal wear and tear.

Any damage should be reported to Stay in Gran Canaria as soon as reasonably possible.

Where appropriate, reasonable costs arising from damage or loss may be deducted from the security deposit. If the costs exceed the amount of the security deposit, the guest may remain responsible for the outstanding amount to the extent permitted by law.

## 11. Property Access and Maintenance

In exceptional circumstances, Stay in Gran Canaria, the property owner or authorised personnel may need to access the property for urgent maintenance, repairs, safety reasons or other legitimate purposes.

Except in emergencies, reasonable notice will be provided whenever possible.

Guests agree to allow reasonable access when necessary to protect the property or resolve maintenance issues.

## 12. Availability and Changes

Stay in Gran Canaria will make reasonable efforts to ensure that the accommodation is available as confirmed.

In exceptional circumstances beyond our reasonable control, it may become necessary to offer an alternative accommodation or make changes to a reservation.

Where a significant change cannot reasonably be avoided, Stay in Gran Canaria will communicate the situation to the guest and provide an appropriate solution in accordance with applicable law.

## 13. Guest Complaints and Issues During the Stay

Guests are encouraged to report any issue with the accommodation as soon as possible during their stay so that Stay in Gran Canaria has a reasonable opportunity to investigate and, where possible, resolve the matter.

Complaints should be communicated promptly and through the contact details provided with the booking.

Where a problem can reasonably be resolved during the stay, guests are expected to give Stay in Gran Canaria the opportunity to address it before seeking alternative arrangements.

## 14. Personal Information and Guest Registration

Guests must provide the information required by law for the registration of travellers staying at the accommodation.

Personal information will be processed in accordance with our Privacy Policy and applicable data protection legislation.

## 15. Direct Booking Benefits

Direct bookings may provide guests with access to the rates, conditions or services specifically offered through Stay in Gran Canaria's direct booking channel.

The conditions applicable to bookings made through third-party platforms may differ from those applicable to direct bookings and will be governed by the terms communicated at the time of booking and, where applicable, the platform's own terms.

## 16. Liability

Stay in Gran Canaria will take reasonable care to provide the accommodation and services described at the time of booking.

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited under applicable law.

Stay in Gran Canaria cannot be held responsible for circumstances beyond its reasonable control, including interruptions to public services, extraordinary weather events, government restrictions, natural disasters or other events of force majeure, subject to applicable law.

## 17. Applicable Law

These Terms & Conditions are governed by the laws applicable in Spain.

Nothing in these Terms & Conditions affects any mandatory rights or protections that consumers may have under applicable consumer protection legislation.

## 18. Complaints and Dispute Resolution

If a guest has a complaint, we encourage them to contact Stay in Gran Canaria first so that we can attempt to resolve the matter directly and amicably.

Guests retain any rights available to them under applicable consumer protection legislation.

## 19. Acceptance of the Terms & Conditions

By completing a direct booking, the guest confirms that they have read and accepted these Terms & Conditions and agrees to comply with the rules and conditions applicable to the accommodation.

Stay in Gran Canaria reserves the right to update these Terms & Conditions from time to time. The version applicable to a booking will be the version accepted by the guest at the time the reservation is confirmed.