PREÁMBULO.- Decree-Law 13/2020, of May 18, 1 of Andalusia, which, among others, establishes the measures related to hotel establishments, includes in its Chapter I their organization, 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:
- Hotel establishments must have an internal regime regulation in which mandatory rules will be set for users during their stay, without contravening the provisions of Law 13/2011, of December 23,2 nor in the this chapter.
- The internal regulations will always be available to users and will be displayed in a visible and easily accessible place in the establishment. This regulation must be published on the establishment’s own website, if it exists.
- The operating companies of the hotel establishments may seek the assistance of the Security Forces and Bodies 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 with 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.
- The internal regulations will specify, at a minimum:
- a) Admission conditions. b) The rules of coexistence and operation.
- Information on the administrative organization and responsible person to whom, where appropriate, they must address issues related 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.
- Admission of animals and conditions for such admission.
- In general, all the circumstances that allow and favor the normal development of the enjoyment of the facilities, equipment and services.
- Due to lack of accommodation capacity or facilities.
- For failing to meet the admission requirements.
- For adopting behaviors that may cause danger or inconvenience to other people, whether users or not, or that hinder the normal development of the activity.
- – Our Establishment will seek the help of the Security Forces and Bodies to evict those who fail to comply with these Internal Regulations; breach 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.
- – It will be a prerequisite to use the apartment to properly fill in 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 these Internal Regulations.
- Receive truthful, sufficient, understandable, unequivocal information, and prior to contracting the accommodation period, as well as about 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.
- Obtain the documents that prove the terms of the contract.
- Access our Establishment in the contracted terms.
- Receive the services in the agreed conditions.
- 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.
- Receive information about the facilities or services that pose a risk and the security measures adopted.
- Receive an invoice or ticket for the price paid for the services provided.
- Formulate complaints and claims and obtain information on the procedure for submitting them and their treatment.
- Consult the terms of the privacy policy that is published on our website.
- Observe the rules of coexistence and hygiene.
- Respect these rules of internal regime.
- Respect the agreed date of departure from the Establishment, leaving the apartment free.
- Pay for the contracted services at the time of presentation of the invoice or within the agreed term, without the fact of presenting a claim implying exemption from payment.
- Respect this Establishment, its facilities and equipment.
- Respect the environment.
- Respect restricted areas and facilities due to age, or contracted rates.
- 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.
- – When you have received confirmation of your reservation, we will make available the type of apartment reserved on the agreed date.
- – You, as a Client, must pay for the contracted services at the time of submitting the invoice or within the agreed term, without the fact of presenting a claim implying exemption from payment.
- – We reserve the right to demand that, when making a reservation, you make an advance of the price as a deposit, which will be understood as payment on account of the amount resulting from the services provided.
- – 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.
- – 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. If they do not have units, they will have to leave the facilities.
- – Our complex is not responsible for the loss or theft of money or valuables that are not found deposited in the apartment’s safe.
- – 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.
- – It is forbidden to have 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.
- – Access to an area or facility of the complex will be limited:
- When the established capacity has been reached and in the meantime there is no availability of access in response to said capacity.
- When the closing time of the area or facility has been exceeded.
- When you lack the minimum age established to access the area or facility according to current regulations.
- When violent attitudes are shown or manifested, especially when they behave aggressively or cause altercations.
- 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. .
- 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.
- – The Client who finds himself in any of the situations foreseen 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 .
- – 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.
- Watch and control your luggage. Don’t leave it unattended.
- Watch and control your belongings in the pool, do not leave them unattended.
- 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’s properly closed, even if you’re only gone for a short time.
- Lock your luggage when not in use and put it in your closet. If the luggage has a lock, always use it.
- Never display jewelry, money, or valuables in your apartment.
- Immediately notify the Hotel Management of any abnormal event 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.
- 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.
- In the event of smoking on the terrace of the apartment, our security measures require that you put out your cigarette before retiring to rest. Inside the apartment it is not convenient.
- When socializing with strangers, do not reveal the name of the Establishment or your apartment number and never allow people into your apartment with deliveries that have not been requested.
- If you wish to have your apartment cleaned again, notify Reception and they will inform you of the supplement.
- If you discover any type of deterioration or anomaly, contact Reception.
- The electrical installation of your apartment is 220 Volts.
- Respect areas where other apartments are located during nighttime and nap times, and generally avoid making unnecessary noise.
- Please use the facilities properly, respecting the furniture and gardens and also respect the schedules of all the complex’s facilities.
- We appreciate your participation in the event that, during your stay at the Establishment, any disaster and evacuation drill is practiced.
- Some hours may change based on time of year and occupancy; children’s club, pool bar and restaurants should check schedules at Reception.
- – 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.
- – All the facilities or services of our complex are equipped with measures that favor or guarantee your safety at all times.
- – 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.
- – 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 adopt and comply with them.