PREAMBLE

Decree-law 13/2020, of 18 May,1 in Andalucía, which, among other points, establishes measures relating to hotel establishments, includes in its Chapter I the organization of these establishments, as well as the regulation of their technical conditions and the provision of services. In this respect, article 25 of said Decree-law states the following:
  1. Hotel establishments must have internal regulations that establish compulsory rules for users during their stay, which may not contravene the provisions of Law13/2011of23December, 2 the present Chapter.
  2. The rules and regulations will always be available to users and will be displayed, at least, in Spanish and English, in a visible and easily accessible place in the establishment. These regulations must be published on the establishment’s own website, if this exists.
  3. The companies operating the hotel establishments may seek the help of the Security Forces to evict those who do not comply with the internal rules and regulations, do not comply with the usual rules of social coexistence or intend to enter or remain in them with a purpose other than the normal use of the service, in accordance with the provisions of Article 36.4 of Law 13/2011, of 23 December.
  4. The internal rules and regulations will specify, as a minimum:
  5. Admission conditions.
  6. The rules of coexistence and operation.
  7. Information on the administrative organization and responsible person to be contacted in matters relating to the operation of the establishment.
  8. A list of complementary services provided by companies other than the operator and identification of the companies responsible for providing them.
  9. Information for users about the facilities or services that pose a risk and the security measures taken in this respect.
  10. Admission of animals and the conditions of such admission.
  11. In general, all the circumstances that allow and favour the normal development of the enjoyment of the facilities, equipment and services. In compliance and development of the aforementioned DecreeLaw, this hotel establishment has drawn up these Internal Rules and Regulations, which set out the standards that must be complied with by users during their stay; persons who will hereinafter be referred to as Clients.
These Regulations are available to you, as a Client, at all times in both the Spanish and English language versions; they can be consulted on the notice board located in the reception area, as well as on our web page.

CHAPTER I

Article 1.- Admission conditions.
  1. 1.- This hotel is considered, for all purposes, an establishment for public use, although admission or stay may be denied:
    1. For lack of accommodation or facility capacity
    2. For not complying with admission requirements.
    3. For adopting behavior that may cause danger or in convenience to other people, whether they are users or not, or that hinders the normal development to the activity.
    4. – Our Establishment will seek the help of the Security Forces to evict those who do not comply with these Internal Rules and Regulations; who do not comply with the usual rules of social coexistence; or who intend to enter or stay in the cpmplex for a purpose other than the normal use of the service.
Article 2.- Admission requirements.
  1. 1. – In order to make use of the hotel room, it will be a prerequisite to properly complete the admission document upon arrival at the hotel. At that time, you will be informed about your rights and obligations as a client, as well as about the existence of these Internal Rules and Regulations.
  1. 2.- When filling in the admission document, you and those accompanying you over the age of sixteen must present an official document that identifies you and that will also allow the complex  to fill in the corresponding entry form in accordance with current regulations on registration books and entry forms for travelers.
  1. 3.- Once the admission document has been completed, you will be given your copy, which will include, at least, the name, classification and registration code in the Andalusian Tourism Register of the Establishment, identification of the apartment, the number of people who will occupy it, the dates of entry and departure, the contracted food arrangements and, when the accommodation contract has been signed between you and the complex directly, the total price of the contracted stay, giving you, in this case, the corresponding original document as a contract.
Article 3.- Rights.
  • Your rights as a Client of the establishment are:
  1. To receive true, sufficient, understandable and unequivocal information before contracting the accommodation period, as well as the complete final price, including taxes, with a breakdown, if applicable, of the amount of increases or discounts applicable to any possible offer.
  2. Obtain the documents detailing the contract terms.
  3. Access to our Establishment under the contract terms.
  4. To receive the services under the agreed conditions.
  5. To have your safety and the safety of your property, as well as your privacy duly guaranteed in our hotel; and to be informed of any circumstantial inconvenience that could alter your rest and tranquility.
  6. To receive information about the facilities or services that might pose a risk and the security measure adopted.
  7. Receive an invoice or ticket for the price paid for the services provided.
  8. Formulate complaints and claims and obtain information on the procedure for submitting them and their treatment.
  9. Consult the terms of the privacy policy that is published on our website.
Article 4.- Responsibilities.
  • Your responsibilities as a Client of the establishment are:
  1. To observe the rules of coexistence and hygiene.
  2. Respect the present internal rules and regulations.
  3. Respect the agreed date of departure from the establishment, leaving the room free.
  4. Pay for the services contracted at the time of presenting the invoice or within the agreed period, without the fact of presenting a complaint implying exemption from payment.
  5. To respect this Establishment, its facilities and equipment.
  6. Respect the environment.
  7. Respect restricted areas and facilities due to age, or contracted rates.

CHAPTER II
Rules of operation and coexistence

Article 5.- Reservations.
  1. 1.- All reservations will include the date of the stay, quantity and type of room with its meal plan, cancellation policy and complementary services additionally contracted; also stating the total and itemized price for each of said concepts, unless it has been offered as a package at an agreed global price.
  1. 2.- Prior to making your reservation and by the same means used to make it, or another that you choose, you will be informed of your rights and obligations, among others, of the cancellation policy of said reservation.
  1. a) If the cancellation of the reservation is motivated by circumstances of force majeure, including a crisis situation or health emergency that affects your place of residence or the place where the Establishment is located, you will receive a voucher, with expiration of one year, to stay at another time and under the same conditions, although subject to availability.
  1. 3.- The confirmation of your reservation by us will be considered a tourist accommodation contract; a physical or electronic record will be available to you.
  1. 4.- Once you have obtained confirmation of your reservation, we will make the class of unit reserved on the agreed date available to you.
  1. 5.a. If we confirm your reservation without requiring a deposit, it will be held until the agreed time, and if it has not been agreed, the reservation will be held until 20:00 on the agreed day.
  1. 5.b. If you have paid the advance as a deposit, your reservation will be maintained without any time limit for the number of days covered by the deposit, unless otherwise agreed.
Article 6.- Price. 
  1. You, as the Client, must pay for the services contracted at the time of the presentation of the invoice or within the agreed period, unless the presentation of a claim implying exemption from payment.
  2. Payment may be made by prior bank transfer; bank card (VISA-MASTERCARD); or in cash up to the quantitative limit in force at any given time according to the law; it is not possible to pay part in cash and part by another means of payment.
  3. If payment for the services is required before they are provided, we will expressly state this in our advertising.
  4. If we ask for your bank card details, we will state in the advertising whether the card issued as a guarantee of compliance with the contract or as an advance payment.
  5. We reserve the right to require that, when making a reservation, you make an advance payment as a deposit, which will be understood as payment on account of the amount resulting from the services provided.
Article 7.- Period of occupation.
  1. As a client, you will have the right to occupy the apartment from 4:00 p.m. on the first day of the contracted period until 10:00 a.m. on the day indicated as the departure date. On dates of maximum occupancy of the establishment, the delivery of your room may be delayed for a period of time not exceeding two hours.
  2. Unless otherwise agreed, the extension in the occupation of your apartment for a time greater than what was contracted will generate the obligation to pay the amount established “late check-out”.
  3. You may stay longer than the number of days specified in the admission document, as long as there is prior agreement regarding availability. In case of agreement, it will be understood as an extension of the first contract and it will be stated in the same admission document.
  4. The occupation and stay of more people than those hired in the reservation will not be allowed. In that case, the difference will be paid and in case of exceeding the maximum occupancy allowed, you will have to reserve another unit (if there is availability) at the fixed rate. In case of not having units, they will have to leave the facilities.
Article 8.- Security safe and room safe service.
  1. 1. The apartments in this establishment are equipped with a free safe.
  1. 2. Our Hotel is not responsible for the loss or theft of money or valuable objects that are not stored in the room’s safe.
Article 9.- Room cleaning service.
  1. 1. Apartment cleaning is carried out once a week when stay a minimum of 8 nights, from 10.00-18.00 h Extra cleaning please ask in reception.
Article 10.- Parking and garage
  1. Este servicio Gratuito está habilitado exclusivamente para las personas usuarias del complejo y con sujeción a disponibilidad de plazas de aparcamiento. Se deberá ocupar una sola plaza de aparcamiento.
  2. Por motivos de seguridad, no está permitido que los vehículos estacionen en la zona de carga y descarga y ante amenaza de multa por el ayuntamiento, no se permite aparcar /estacionar en la parada de taxi de la calle Pinsapo.
Article 11.- Gimnasio.
  1. El horario del gimnasio es de lunes a domingo desde las 08:30 h. hasta las 21:00 h.
  2. La presencia en el gimnasio se limitará a realizar ejercicios físicos. No se permite en la sala personas que no estén haciendo uso de esta área, así como tampoco a menores de dieciséis años. Debe utilizar los aparatos de gimnasia con ropa y calzado deportivo adecuados y es obligatorio el uso de toalla personal como medida de higiene. Está totalmente prohibido fumar e ingerir alimentos o bebidas alcohólicas en la sala. Cumplir el aforo es indispensable. En beneficio de todos, se ruega colocar el material deportivo en su lugar correspondiente al terminar el entrenamiento. En este sentido, se ruega el máximo cuidado con el material a fin de evitar un deterioro prematuro.
  3. En caso de duda o averías, rogamos lo comunique lo antes posible en el Recepción.
Article 12.- Prohibitions and rules of coexistence. 
  • The occupation and stay of more people than those reserved will not be allowed. In that case, the rate set for that occupation will be paid. In case of exceeding the maximum capacity, you will have to reserve another unit if there is availability or you will have to leave the facilities.
  1. 1. This Establishment may seek the assistance of the Security Forces and Bodies to evict those who fail to comply with any of the limitations listed in the previous section.
  1. 2. It is considered essential that the dwelling be enjoyed without causing inconvenience or noise to the neighbours, especially at siesta time and after 24:00.
  1. 2.a This Establishment may seek the assistance of the Security Forces and Bodies to evict those who fail to comply with any of the limitations listed in the previous section.
  1. 3. It is forbidden to hang towels or any other garment on the terraces / balconies of the apartments. For this, the apartment has a laundry room and a clothesline.
  1. 4. Playing with balls and the like is prohibited in areas not specifically designated for this for everyone’s safety.
  1. 5. This Establishment does not admit animals, with the exception of people accompanied by guide dogs due to visual dysfunctions or people who require it due to illness. In the latter case, you must present a document from a doctor that proves it.
  1. 6. The use of sun loungers by the pool is free. The Establishment has a policy of “No Sunbed Reservations” so that all users have access to them. The staff of the Establishment may remove items from the loungers that are not used for at least 30 consecutive minutes, provided that there are other users waiting to occupy them; personal belongings will be transferred and deposited at the Reception.
  1. 7. The use of apartment towels for the pool or beach is prohibited. We provide you with towels at reception for the exclusive use of the pool or beach for a deposit that will be returned on the day of departure.
    It is forbidden to introduce glasses or other glass objects in the pool area for your own safety.
  1. 8. The use of the pools is prohibited after 7 or 8 p.m. (depending on the season) as this is when the maintenance staff starts cleaning and chlorinating the water. The establishment is not responsible for injuries or damages that occur to people or their belongings due to neglecting said hours.
  1. 9. The use of floats, balls and the like is prohibited in swimming pools, except floats or swimmers for children or people who do not know how to swim. Diving into the pools in an inverted position, head first, and playing with balls or the like in the gardens are prohibited for the good of people and plants.
  1. 10. Barbecues are prohibited inside or outside the apartment as it is located in a protected green area. We could charge a minimum penalty of €200 for non-compliance with the rule.
Article 13.- Limitations.
  • Access to an area or facility of the complex will be limited:
  1. When the established capacity has been completed and in the meantime there is no availability of access in response to said capacity.
  2. When the closing time of the area or facility has been exceeded.
  3. When you lack the minimum age established to access the area or facility according to current regulations.
  4. When violent attitudes are shown or manifested, especially when they behave aggressively or cause altercations.
  5. When it causes situations of danger or inconvenience to other users, or does not meet the hygiene conditions. In particular, access, or where appropriate permanence, will be prevented to people who are consuming drugs, narcotic or psychotropic substances, or show symptoms of having consumed them, and those who show signs of obvious behavior of being intoxicated.
  6. When wearing clothing or symbols that incite violence, racism, or xenophobia, as well as when not wearing the required clothing according to the area or facility.
  7. This Establishment may seek the assistance of the Security Forces and Bodies to evict those who fail to comply with any of the limitations listed in the previous section.
  8. The Client who is in any of the situations provided for in section 13.1 of this article is obliged to pay the expenses generated up to the moment of the prohibition of access or permanence in the area or installation of the complex.
Article 14.- Basic rules on clothing and cleanliness.
  1. With the exception of the hammock, pool and beach areas, the Client must be covered with clothing and according to the etiquette required for some services, such as breakfast and dinner.
  2. It is forbidden to walk barefoot in the Reception, patio toilets, Restaurant, with the exception of the hammock, garden and pool areas.
  3. They have to make use of the bins and ashtrays.
Article 15.- Advice and suggestions.
  1. Monitor and control your luggage. Don’t leave it unattended.
  2. Watch and control your belongings in the pool, do not leave them unattended.
  3. Keep the door closed when you are in your apartment. Close your apartment door when you leave it, and try to open it again to make sure it is properly closed, even if your absence is only for a short time.
  4. Close your luggage when not in use and put it in your closet. If the luggage has a lock, always use it.
  5. Never display jewelry, money, or valuables in your apartment.
  6. Immediately notify the Hotel Management of any abnormal event that you notice, such as: people in a suspicious attitude, repeated phone calls from people who do not identify themselves, knocks on the door of your apartment from people you do not know, or not finding anyone at the door when you go to open it.
  7. If you forget or lose your key, go and inform only the Reception staff. Do not be upset if you are asked at Reception to identify yourself when requesting a new key, it is for your safety.
  8. In case you smoke on the terrace of the apartment, our security measures require that you put out your cigarette before retiring to rest. Inside the apartment is not convenient.
  9. When socializing with strangers, do not reveal the name of the Establishment or your apartment number and never allow people into your apartment with unsolicited deliveries.
  10. If you wish to have your apartment cleaned again, notify Reception and they will inform you of the supplement.
  11. If you discover any type of deterioration or anomaly, contact Reception.
  12. The electrical installation of your apartment is 220 Volts.
  13. Please respect the areas where other apartments are located during nighttime and nap times, and generally avoid making unnecessary noise.
  14. Please use the facilities properly, respecting the furniture and gardens and also respect the schedules of all the complex’s facilities.
  15. We appreciate your participation in the event that, during your stay at the Establishment, any disaster and evacuation drill is practiced.
  16. Some hours may change based on time of year and occupancy; children’s club, pool bar and restaurants should check schedules at Reception.

CHAPTER III
Information on complementary services other than those provided directly by the Hotel

Article 16.- Services provided by third-parties.
  • Our establishment offers excursions, various services and experiences provided by companies other than the operator of the complex, which you can find out about at Reception. This complex is not responsible for the services provided by companies other than the operator of this Establishment.

CHAPTER IV
Information to users about the facilities or services that pose a risk and the security measures adopted in this regard.

Article 17.- Safety of facilities and services.
  1. 1.- All the facilities or services of our complex l are equipped with measures that favour or guarantee their security at all times.
  1. 2.- However, if you consider that the use of any facility or service may pose any risk to your health or physical integrity, we strongly urge you to contact our Reception service.
  1. 3.- In any case, if you have doubts about the use of any facility or service that may pose risks to your health or physical integrity, opt for another service or facility.

CHAPTER V
Emergencies or health crises

Article 18.- Action protocols for emergencies or health crises
  1. 1.- In the event that the Authorities declare an emergency situation or health crisis that affects the normal development of our Hotel, our website will be announced in Version July/2020 14 so that, as a Client, you know the measures that are adopted and comply with them.
  1. 2.- The Client who, in an emergency situation or health crisis declared by the Authorities, fails to comply with the measures, mandatory or recommended, that have been adopted in this Establishment may motivate the immediate termination of his accommodation contract; his stay being canceled without the right to any refund, and with notice to the competent Authority.
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