Internal Regime Colina del Paraiso Colina del Paraíso


Decreto-ley 13/2020, of May 18, 1 of Andalusia, which, among others, establishes the measures related to hotel establishments, includes in its Chapter I the management of the same, as well as the regulation of their technical conditions and provision of services.

In this regard, Article 25 of said Decree-Law provides the following:

  1. Hotel establishments must have an internal regulation in which obligatory rules will be established for users during their stay, without it being able to contravene the provisions of Law 13/2011, of December 23,2 nor in the present Chapter.
  2. The internal regulations will always be available to users and will be displayed in a visible and easily accessible place in the establishment. These regulations must be published on the establishment’s own website, if one exists.
  3. The operating companies of the hotel establishments may request the help of the Security Forces and Corps to evict from them those who fail to comply with the internal regulations, fail to comply with the usual rules of social coexistence or intend to access or remain in them for a specific purpose. different from the normal use of the service, in accordance with the provisions of article 36.4 of Law 13/2011, of December 23.
  4. The internal regime regulations will specify, as a minimum:
  5. a) The conditions of admission. b) The rules of coexistence and operation.
  6. Information on the administrative organization and responsible person to whom, if applicable, they should contact in matters relating to the operation of the establishment.
  • List of complementary services provided by companies other than the operating entity and identification of the companies responsible for their provision.
  • Information to users about the facilities or services that pose a risk and the security measures adopted in this regard.
  1. Admission of animals and conditions for said admission.
  • In general, all the circumstances that allow and favor the normal development of the enjoyment of the facilities, equipment and services.

In compliance with and development of the aforementioned Decree-Law, this hotel Establishment has prepared this Internal Regulations in which the mandatory rules are established for users during their stay; people who hereinafter will be called Clients.

These Regulations are available to you, as a Customer, at all times, both in its Spanish and English versions on our website and at Reception.


Admission conditions

Article 1.- Admission conditions.

1.1.- This complex is considered, for all purposes, an establishment for public use, although admission or permanence may be denied:

  1. Due to lack of accommodation capacity or facilities.
  2. For failing to meet the admission requirements.
  3. For adopting behaviors that may cause danger or inconvenience to other people, whether they are users or not, or that hinder the normal development of the activity.
  4. – Our Establishment will request the help of the Security Forces and Corps to evict those who fail to comply with this Internal Regime Regulation; fail to comply with the usual rules of social coexistence; or intend to access or remain in the complex for a purpose other than the normal use of the service.

Article 2.- Admission requirements.

  1. – It will be a prerequisite to make use of the apartment to properly complete the admission document upon arrival at Reception; being so that at that time you will be informed about your rights and obligations as a Client, as well as about the existence of this Internal Regime Regulation.

2.2.- When completing the admission document, you must present an official document that identifies you and that will also help the complex to complete the corresponding entry form in accordance with current regulations on registry books and entry forms for travelers. They may also require a deposit to cover possible damage/deterioration within the apartment. This may be in cash or by credit card.

2.3.- Once the admission document has been completed, you will be given your copy, which will contain, at least, the name, classification of the Establishment, apartment number, the number of people who will occupy it, the dates of entry and departure, the contracted food regime and, when the accommodation contract has been signed between you and the complex directly, the total price of the contracted stay.

Article 3.– Rights.

They are rights of you as a Client of this establishment:

  1. Receive truthful, sufficient, understandable, unequivocal information, prior to contracting the accommodation period, as well as the full final price, including taxes, with a breakdown, where appropriate, of the amount of the increases or discounts that are applicable to any eventual offer.
  2. Obtain the documents that prove the terms of the contract.
  3. Access our Establishment under the contracted terms.
  4. Receive the services under the agreed conditions.
  5. Have your safety and that of your property, as well as your privacy, duly guaranteed in our complex; and be informed of any circumstantial inconvenience that could alter your rest and tranquility.
  6. Receive information on facilities or services that pose a risk and on the security measures adopted.
  7. Receive invoice or ticket of the price paid for the services provided.
  8. Formulate complaints and claims and obtain information on the procedure for presenting them and their treatment.
  9. Consult the terms on privacy policy that is published on our website.

Article 4.- Obligations.

They are obligations of you as a Client of this establishment:

  1. Observe the rules of coexistence and hygiene.
  2. Respect these internal regulations.
  3. Respect the agreed date of departure from the Establishment, leaving the apartment free.
  4. Pay for the contracted services at the time the invoice is presented or within the agreed period, without the fact of presenting a claim implying the payment exemption.
  5. Respect this Establishment, its facilities and its equipment.
  6. Respect the environment.
  7. Respect restricted areas and facilities due to age, or contracted rates.

CHAPTER II Operating rules

Article 5.- Reserve.

5.1.- All reservations will include the date of the stay, quantity and type of room with its diet, 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 the global agreed price.

5.2.- 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 situation of crisis or health emergency that affects your place of residence or the place where the Establishment is located, you will receive a voucher, with an expiration of one year, to stay at another time and under the same conditions, although subject to availability.

5.3.- Confirmation by us of your reservation will be considered as a tourist accommodation contract; leaving physical or electronic evidence available to you.

  1. – When you have obtained confirmation of your reservation, we will put at your disposal the type of apartment reserved on the agreed date.

5.5.a.- If we confirm your reservation without requiring any advance payment as a signal, it will be kept until the agreed time, and if it has not been arranged, the reservation will be kept until 8:00 p.m. on the day of arrival.

5.5.b.- If you have paid the deposit as a down payment, your reservation will be kept without an hourly limit for the number of days covered by the amount of the deposit, unless otherwise agreed.

Article 6.- Price.

  1. – You, as a Client, must pay for the contracted services at the time the invoice is presented or within the agreed term, without the fact of presenting a claim implying payment exemption.

6.2.- The payment of the price may be made by prior bank transfer; bank card (VISA or MASTERCARD); or in cash up to the quantitative limit in force at any time according to law.

6.3.- In the event that payment of the services is required prior to their provision, we will expressly state this in our advertising.

6.4.- In case of requesting your bank card details; The advertising will state whether it is used as a guarantee of compliance with the contract or as an advance payment.

  1. – We reserve the right to demand that, when making a reservation, you make an advance of the price as a signal, 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.

7.2.- Unless otherwise agreed, the extension of the occupation of your apartment for a period longer than that contracted will generate the obligation to pay the amount established “late check-out”.

7.3.- You may stay housed for more days than those specified in the admission document, provided there is a prior agreement based on 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.

  1. – The occupation and stay of more people than those contracted 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 service in apartments.

8.1. The apartments of this Establishment are equipped with a safe with a rental cost per day.

  1. – Our complex is not responsible for the loss or theft of money or valuables that are not deposited in the safe of the apartment.

Article 9.- Apartment cleaning service.

The apartment cleaning service is included only if you are staying a minimum of 8 nights, being the day chosen in the middle of the stay, from 10:00 a.m. to 6:00 p.m. Extra cleaning and replacement of linen, towels, amenities, etc. Check prices at Reception.

Article 10.- Parking and garage

This Free service is enabled exclusively for users of the complex and subject to availability of parking spaces. Only one parking space must be occupied.

For security reasons, vehicles are not allowed to park in the loading and unloading area and in the face of the threat of a fine by the city council, parking is not allowed at the taxi rank on Calle Pinsapo.

Article 11.- Gym

The gym hours are from Monday to Sunday from 08:30 h. until 9:00 p.m.

The presence in the gym will be limited to physical exercises. People who are not using this area are not allowed in the room, nor are minors under sixteen years of age. You must use the gym equipment with appropriate sports clothing and shoes and the use of a personal towel is mandatory as a hygiene measure. It is totally forbidden to smoke and ingest food or alcoholic beverages in the room. Meeting the capacity is essential. For the benefit of all, please put the sports equipment in its proper place at the end of the training. In this sense, the utmost care is requested with the material in order to avoid premature deterioration.

In case of doubt or breakdowns, please notify Reception as soon as possible.

Article 12.- Prohibitions and rules of coexistence.

  1. – The occupation and stay of more people than those reserved will not be allowed. In this case, the fixed rate 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.

12.1- This Establishment may request the help of the Security Forces and Corps to evict those who fail to comply with any of the limitations listed in the previous section.

12.2.- It is considered essential that the home be enjoyed without causing disturbance or noise to the neighbors, especially during siesta time and after midnight.

12.2a- This Establishment may request the help of the Security Forces and Corps to evict those who fail to comply with any of the limitations listed in the previous section.

12.3.- 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.

12.4.- It is forbidden to play with balls and the like in areas not specifically set up for it for the safety of all.

12.5.- This Establishment does not admit animals, with the exception of people accompanied by guide dogs due to visual dysfunctions or people who require it for reasons of illness. In the latter case, they must present a document from a doctor proving it.

12.6.- The use of the pool loungers is free. The Establishment has a “No Sun Lounger Reservations” policy so that all users have access to them. The staff of the Establishment may remove belongings from the loungers that are not used for at least 30 consecutive minutes, as long as there are other users waiting to occupy them; Personal belongings will be transferred and deposited at the Reception.

12.7.- The use of apartment towels for the pool or beach is prohibited. We provide you at reception with towels for the exclusive use of the pool or beach by means of a deposit that will be returned to you on the day of departure.

It is forbidden to bring glasses or other glass objects into the pool area for your own safety.

12.8.- The use of the swimming pools is prohibited after 7 or 8 pm (depending on the season) since it 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 by neglecting said hours.

12.9.- En las piscinas se prohíbe el uso de flotadores, pelotas y similares, excepto los flotadores o nadadores para niños o personas que no saben nadar. 12.9.- The use of floats, balls and the like is prohibited in swimming pools, except for floats or swimmers for children or people who do not know how to swim.

  • – It is forbidden to make barbecues inside or outside the apartment because 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 attention to said capacity.
  2. When the closing time of the area or facility has been exceeded.
  3. When the minimum age established to access the area or facility is not reached according to current regulations.
  4. When violent attitudes are shown or manifested, especially when they behave aggressively or provoke 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 for 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 drunk. .
  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.

13.2.- This Establishment may request the help of the Security Forces and Corps to evict those who fail to comply with any of the limitations listed in the previous section.

  1. – The Client who finds himself in any of the situations provided for in section 13.1 of this article is obliged to pay the expenses that he has 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 depending on the etiquette required for some services, such as breakfast and dinner.

14.2.- It is forbidden to walk barefoot through the Reception, patio toilets, Restaurant, with the exception of the hammock, garden and pool areas.

14.3.- Litter bins and ashtrays must be used.

Article 15.- Tips 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 opening it again to make sure it’s locked properly, even if you’re only away 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 unknown to you, or not finding anyone at the door when you go to open it.
  7. If you forget or lose your key, go and inform the Reception staff only. Do not be upset if they ask you to identify yourself when requesting a new key, it is for your security.
  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 kind 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 siesta hours, and in general, avoid making unnecessary noise.
  14. Please use the facilities properly, respecting the furniture and the gardens and also respect the schedules of all the facilities of the complex.
  15. We appreciate your participation in the event that, during your stay at the Establishment, any accident and evacuation drill is practiced.
  16. Some hours may change depending on the time of year and occupation; children’s club, pool bar and restaurant should check schedules at Reception.


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

Article 16.- Services provided by third parties.

  1. – Our establishment offers you excursions, various services and experiences provided by companies other than the operator of the complex, which you can find out about at the Reception. This complex is not responsible for the services provided by companies other than the operator of this Establishment.


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

Article 17.- Security on facilities and services.

  1. – All the facilities or services of our complex are equipped with measures that favor or guarantee your safety at all times.

17.2.- However, if you consider that the use of any facility or service may pose any risk to your health or physical integrity, we urge you to contact our Reception service.

  1. – In any case, if you have doubts that the use of any facility or service may pose risks to your health or physical integrity, opt for another service or facility.


Health emergencies or crises

Article 18.- Protocols for action in cases of emergencies or health crises.

  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 July/2020 Version 14 so that, as a Client, you are aware of the measures that are adopted and the comply.

18.2.- 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.

© Colina del Paraíso 2024. All rights reserved.

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