General conditions
When making the reservation, the client (hereinafter "the client" or "the guest") accepts the terms and conditions detailed here that are established between him and the company VILLASMAR MALLORCA S.L. registered in Spain with CIF B 57742793 (hereinafter "VM" or "the company").
BEFORE THE STAY
Payment instructions
The form and date/s of payment/s will be informed in the pre-reservation.
The reservation will be considered as "confirmed" when the first payment has been made. That first payment must to be made within a maximum period of 5 days after the pre-reservation. If it’s not made, the pre-reservation will be deleted, leaving the dates free again and available to be booked.
The final payment of the reservation must to be made in the form and date informed in the booking confirmation.
If any of the aforementioned points were not respected, VM will automatically proceed to cancel the reservation, without the client having the right to any type of return or change.
damage deposit
Some properties will require a damage deposit. That deposit must be given in the term and in the manner stipulated in the booking confirmation.
Exceptionally for youth groups, an additional deposit will be requested.
This amount will be deducted, if applicable, the value of any damage that the client may have caused to the property or their belongings. Likewise, the client will be responsible for economically correcting all damages that are caused to the property, even when the amount exceeds the amount of the deposit for damages.
Additional costs
In some properties you will be informed that there’re some expenses that will have to be paid when you arrive at the house, or due to their nature, once the stay is over.
These expenses, the most common being electricity and heating consumption, cleaning expenses and tourist tax, are specified and reported both in the reservation confirmation and in the accommodation announcement.
The client, once the reservation is confirmed, also accepts the obligation to pay the additional expenses.
If the damage deposit amount shown in the booking reservation and in the house advertisement do not match, the higher of both will prevail.
Failure to comply with the obligation to pay all the "separate expenses" that have been accepted when confirming the reservation, or the manifestation of the client's unwillingness to pay said separate expenses, will be considered a breach of contract, being a reason for cancellation. reservation by VM, without the customer having the right to any refund of any payment previously made.
Cancellation conditions
The cancellation conditions applicable to the client will be those active at the time of making the reservation and as well informed in the booking confirmation.
If in any case, the company is forced to cancel the reservation, the company will offer another alternative accommodation. In any case, if the client rejects said accommodation, the company will automatically return to the client all the amounts already paid and cancel the booking.
In no case shall VM financially compensate the client for the inconveniences that such cancellation may have caused.
Bookings modifications
Modifications can be made, provided that the final amount of the new reservation is equal to or greater than the original reservation.
In those cases, in which the new reservation results in a lower amount than the original, the client must pay the cancellation fees corresponding to the difference between the two.
The first booking modification will be made free of charge. The following modifications entail a management fee of €50.
The cancellation conditions under which the reservation will be governed and all its modifications will be those of the original booking.
Online check-in
According to Organic Law 4/2015, of March 30, for the protection of citizen security, all guests of vacation rentals are required to make a documentary record through a traveller entry form.
The company makes available to the guest an online registration system, where the client can easily register. We recommend that registration be carried out one week before the arrival day, being essential to have done so before entering the accommodation.
House's rules
By confirming the reservation, the client agrees to comply with the rules of the house. These rules will be available in your "traveller area"
ARRIVAL AT THE ACCOMMODATION
The official time of entry to the accommodation is from 4:00 p.m. Exceptionally, provided that the circumstances of the calendar, cleaning tasks and maintenance of the accommodation are favourable and allow it, an earlier arrival may be agreed. Said agreement must be made at least a few days before arrival. In some cases, it may carry an additional charge.
In some cases, by prior agreement between the parties, a specific time will be agreed to hand over the keys. It is the client's obligation to keep said appointment, since the owner will have everything ready for the delivery of the keys at that specific time. Punctuality is expected from clients, and notice as far in advance in cases in which it is not possible to attend the appointment at the agreed time.
If the client does not come at the agreed time, he will have to keep to the next appointment that the owner can attend. If the result of said failure to keep the agreed appointment ends up being a very late entry into the house, the client will not have the right to request any type of compensation for the fact of having lost time to enjoy the house, since it has been due to his missing the first date.
The guest will receive all the information related to "how to get there" and the conditions for handing over the keys a few days before the start of their stay.
The client has the responsibility to consult said information, before his arrival. If you have not done so and are having trouble finding accommodation, the company will provide assistance as soon as you request it. The damages derived from not having previously consulted the input information will not be in any case the responsibility of the company, but exclusively of the client.
DURING THE STAY
Cleaning claims upon arrival
The company will deliver the accommodation in adequate conditions, both in terms of its facilities and cleaning. If upon arrival at the accommodation the client observes that the delivery conditions are not correct, they must immediately inform the company. In no case will cleaning claims that have not been made immediately upon arrival at the accommodation be addressed.
Likewise, the company will request photos of the affected areas.
Subsequently and as quickly as possible, a cleaning team will be sent to you. As long as the new cleaning is carried out quickly, on the same day of arrival, clients will not have the right to any claim.
Incidents and breakdowns during your stay
Any incident or breakdown must be reported immediately. The company has a reasonable amount of time to carry out the necessary repairs and/or substitutions. In this case there will be no right on the part of the guest to claim financial compensation.
If during the stay the client has been harmed by any fault, incident or problem that has arisen in the accommodation and the client wants to file a claim to receive financial compensation, they must do so, in writing, within 5 calendar days, after upon his departure. If it is done with more delay, he will not be entitled to said financial compensation.
Access permission
The people responsible for maintenance and the owner of the house will have the right of access to the house, and all its dependencies, even if the clients are not in the accommodation, without prior notice being necessary.
Number of guests
It is not allowed to exceed the number of guests indicated in the reservation confirmation, without prior notice. In addition, each of the guests staying must have made the relevant registration. Likewise, in no case is it allowed to exceed the maximum number of occupants that the accommodation admits. This fact is very serious, since the houses have specific permits to accommodate a maximum number of guests, and not respecting it can be the reason for large fines. If there is evidence of exceeding the maximum number of guests allowed in the accommodation, it will be a reason for cancellation of the reservation and possibly the subsequent invitation to vacate the house.
Customer Support
During their stay, the client can raise any questions or needs, both by email and by phone. We offer guests a multilingual customer service line from 08:00 to 22:00.
All incidents that may arise from 10:00 p.m. to 8:00 a.m. can be notified by email and will be attended to as soon as possible, the next day.
Pets
All pets traveling with the guest must necessarily have received express permission from the company.
Guests are responsible for their pets not causing damage to the home and must financially correct all damage caused by their pet.
Noises
Guests must respect some basic rules of conduct regarding peaceful coexistence with the rest of the neighbourhood. The noise level and the volume of the music must be attended to, with special care, after 00:00.
Parties and celebrations
It is strictly forbidden to hold any type of party or event in the rented home. It may only be possible, with prior permission from the company.
LEAVING THE ACCOMMODATION
The official departure time from the accommodation is at 10 am. Exceptionally, provided that the circumstances of the calendar, cleaning tasks and maintenance of the accommodation are favourable and allow it, a later departure may be agreed. Said agreement must be made at least a few days before departure. In some cases, it may carry an additional charge.
Clients must diligently respect the departure time. The fact of deliberately delaying the departure time will entail a penalty ranging from €100 to the cost of one day of stay.
On the day of departure, the house must be left in a reasonable clean condition. The client must leave doors, windows closed and umbrellas, if any, also closed, air conditioning and heating turned off and the house free of garbage. The furniture, chairs, tables and other furniture must be left in the same place in which they were when the house was delivered.
EVENTS WHICH MAY LEAD TO THE CANCELLATION OF THE CONTRACT BY THE COMPANY
- Gross negligence by guests with the facilities and furniture.
- Constantly and repeatedly producing annoying noises that affect and are a nuisance to the neighbours.
- Celebration of any type of party or event not previously authorized and in writing by the company.
- Serious lack of respect, insults and/or threats to both maintenance and company personnel.
- Breach of contract.
- Lack of payment or payment outside the deadline of both the amount of the reservation and the additional expenses.
- Non-compliance with house rules.
Reservations will be governed by Spanish Law and will be submitted solely and exclusively to the jurisdiction of the Courts of the Balearic Islands.