Guest Terms and Conditions
1. Your Contract
Catalunya Casas is the trading name of Catalunya Casas Spain SL. Catalunya Casas act as the managing agent for the owners of the properties offered on this web site.
2. How to Make a Reservation
In order for us to accept your booking, your party leader must read these conditions. The person who signs or ‘submits’ the booking form does so on behalf of all the members of the party and binds them jointly to these terms and conditions. When you ask us to confirm your booking, we will allocate you your chosen property and confirm your reservation.
3. Method of Payment
Payment can either be made by credit card, debit card, PayPal, or bank transfer. If paying by bank transfer we will hold your selected property for 4 business days while you arrange payment. Should you wish to pay in any other currency other than EUR, please use our Credit Card facilities. All card transactions are billed in EUR and converted to your local currency by the card issuer at their prevailing rate. Please note that there is a 2% handling fee on all payments and any further Paypal or bank transfer charges must be paid by the sender. We accept Visa and MasterCard.
4. Initial Payment
At the time of your booking, you will be asked to pay an initial deposit of 30% of the total rental cost of the property. When you pay the first instalment, you confirm at the same time that you have read and accepted our general terms and conditions. Catalunya Casas reserves the right to cancel the booking if the first instalment of 30% of the rent has not been received within 4 business days after the reservation is made.
The balance is due 4 weeks prior to the commencement of the rental period.
If the reservation is made in the name of a Company with the purpose of providing accommodation to its employees, the following taxation is applied:
A / The rental will be subject to IVA (VAT).
B / If the rental is formalized in the name of the direct employees of the Company who are going to stay, the rental accommodation will be exempt from IVA/VAT.
Our prices are not published with IVA/VAT included, as vacation rentals are exempt from IVA/VAT. Only if a company rents the property for the use of its employees will sales tax apply.
5. Cancellation Policy
If a guest wishes to cancel his/her reservation with 70+ days notice before arrival date, the reservation deposit of 30% will not be refunded.
If a cancellation occurs between 70 and 32 days before arrival, a further 30% of the final payment balance will be charged (60% of the rental fee).
The payment balance must be paid 4 weeks prior to arrival. If the reservation is cancelled less than 31 days before arrival, no refund will be issued.
A booking is considered cancelled on the day that Catalunya Casas has received a written cancellation from the guest.
The above penalisations are not applicable when the cause of cancellation is proven to be force majeure.
6. Insurance Requirements
Holiday and travel Insurance, including cancellation cover, is essential for your own protection and we strongly recommend that you and all members of your party be suitably insured. If you choose to travel without adequate holiday insurance, we will not be liable for any losses however arising in respect of which insurance cover would otherwise have been available.
7. Damage deposit / Accidental Rental Damage Protection
Loss of sheet/towels – 15 Euros per towel loss will be charged separately.
Loss of keys – 100 Euros.
If the guest should cause damages that exceed the value of the Damage Protection payment, he/she will be liable to pay the difference as soon as the exact value of the damages has been determined and Catalunya Casas has informed him/her in writing about the difference.
Groups under the age of 25 are subject to an additional damage deposit and ages of the guests must be stated upon reservation of the villa.
The guest must ensure that the property is returned in a presentable and tidy state including the washing of dishes, cutlery, and kitchen utensils etc.; emptying of the refrigerator, the freezer, and dust bins; cleaning the barbecue; and removing rubbish/trash. This is required even though the guest has paid a final cleaning or such a cleaning is already included in the rent. Catalunya Casas reserves the right to reclaim any additional cleaning costs if the guest should not leave the property in the above-mentioned state.
A generous allowance of water and electricity is included in the rental price; however, you will be charged for abuse of these services (leaving water on/hoses open and running them for long periods of time, leaving doors/windows open when using air conditioning/heating, etc.). Water and electricity readings are taken before and after every stay in every property.
The aforementioned is for standard bookings only. If you are renting a property to hold a function, in addition to the venue fee, we will also require an additional damage deposit.
8. Party Size
At no time must any more persons occupy a property than stated on the booking form, except with prior written agreement. Property owners or their agents reserve the right to refuse admittance if this condition is not observed.
9. Property Standards
We have carefully selected and inspected all the properties that we advertise and we endeavour to maintain high standards.
However, if you have a problem during your holiday, immediately inform the local representative who will then endeavour to put things right. If you fail to do this we cannot accept responsibility, as we have not had the opportunity to investigate and rectify the problem.
Although Catalunya Casas carefully inspects and controls the holiday home before each single arrival, it could occur that a defect, fault or damage is detected. In such a case Catalunya Casas Customer Services should be informed in writing by email to email@example.com within 24 hours after arrival.
Please note that we accept no liability for intermittent failure of public supplies or utilities such as water, electricity or malfuncions over which we have no control, nor of sewage systems, plumbing or mechanical equipment in villas, but shall use our best endeavours to arrange prompt repairs where possible. When a specialist engineer/electrician is required, it can take up to five working days before they will visit and repair due to their call out procedures.
In some areas the provision of roads, power and water supplies etc, does not always keep pace with the demands of rapid tourist development, so you may experience problems with, for example, plumbing or drainage. Roads and pathways in some countries may not be up to the standard found in other countries, therefore please be aware that some roads and paths may be uneven.
Inevitably, items break or require maintenance, therefore please be aware that you may encounter maintenance staff and gardeners during your stay. Please also remember that these are people’s homes – please leave the villa in a reasonably clean and tidy condition, and remove all rubbish at the end of your stay. We reserve the right to charge for extra cleaning and rubbish removal if necessary, and to charge this to your credit or debit card.
10. Check in / Check out times
Your accommodation is available after 5pm on day of arrival and must be vacated by 10am (10h) on day of departure. The maid, gardener, pool man need this time to prepare the accommodation properly for incoming guests. Although you are not required to vacate your property before 10am please be aware that staff may arrive before this time.
11. Change and Non Availability of accommodation
On rare occasions it may be unavoidable to change your chosen villa because of circumstances beyond our or the owners control; we will endeavour to inform you of this asap and offer you either alternative accommodation of similar or superior standard, a refund if nothing is suitable or discuss other options. No further claim against the owner or the letting agent for any loss suffered will be considered.
Catalunya Casas do not accept liability for any act or neglect on the part of the owners or any other person not within their employ or their control, nor for any accident, damage, loss, injury or expense, whether to person or property, which the tenants may suffer arising out of, or in any way connected with the letting. The owner and the letting agent also accepts no liability for loss of or damage to the tenants’ possessions on the owners’ property, force majeure or any other unpredictable events that Catalunya Casas could not have prevented.
Should a gross defect or fault be detected in a holiday home, Catalunya Casas will normally offer the tenant an equivalent holiday home of the same price level. Should the alternative holiday home be of a lower price, the price difference will be refunded. Should it not be possible to find a satisfactory solution due to a lack of available properties or due to the non-acceptance of the alternative holiday home by the tenant, the total rent or a part of the rent will be refunded according to the degree of liability determined by Catalunya Casas.
Discounts are calculated based on the severity of the problem and are given at the discretion of Catalunya Casas. Discounts for future stays are restricted to September through June with Christmas, New Years and Easter periods excluded.
You must inform us if you plan to hold an event at your rental property and request permission at the time of booking. All events exceeding the maximum occupancy of the villa are applicable to a supplemental charge. A copy of our guidelines and limitations for events are available on request. Failure to follow the guidelines can result in the property owner or their agent cancelling the event. Please note that any complaints from neighbours or legal action resulting from your event is the responsibility of the tenant and not the owner nor Catalunya Casas.
We endeavour to ensure that all the information on our website is accurate, however occasionally changes and errors occur and we reserve the right to correct details in such circumstances. We make every effort to make sure that descriptions, photographs of furniture and fittings etc. are accurate, however there may sometimes be changes we are unaware of, and therefore vary from our website copy and photographs. We accept no liability should a description or a photograph be inaccurate. If a particular facility offered in a property is essential to the booking of your holiday, please ensure that we are made aware of this prior to you completing the booking confirmation pages.
We do not claim that any villa is totally child-friendly or safe and care should always taken by parents and family. Some villas are better suited than others for the elderly or families with young children and we are happy to discuss your requirements at the time of booking your holiday.
16. On Arrival
Immediately upon arrival at your holiday home please familiarise yourself with the layout of the property and identify any potential hazards e.g. unexpected steps, slippery surfaces, pool depths etc.
Some of our properties are in rural locations and as such there maybe farmyard noises in the vicinity. Other properties might be located in residential areas, please remember that sound travels and noise should be kept to reasonable levels especially after 10pm. Roadworks and/or building work in close proximity to our properties may occur without any prior warning, this is understandably beyond our control although we will endeavour to inform you should we become aware of any such works.
Some traffic noise may be audible at some of our properties. Increased levels of traffic and subsequent noise must be expected in the peak periods, especially in the more popular tourist areas.
Please note that in certain areas, it is not uncommon to experience aircraft noise. This may be more noticeable during peak season due to the increase of flights.
18. Native Wildlife
Mosquitoes, ants and other insects are quite common in warmer climates. Most of our properties are in rural locations or surrounded by gardens, it is possible that you might encounter some of the local wildlife i.e mosquitoes, ants, cockroaches, native rodents, etc. Food should be covered to deter stray rodents and animals. Dogs and cats seem to roam around unattended and whilst many holiday makers like their company and provide endless supplies of food they will remain. You may hear dogs barking or in rural areas other animal noises. These sort of aggravations, together with late night noise, are unfortunately unavoidable.
19. Extra services
Your reservation includes rental of the property for the specified dates, a mandatory cleaning charge, all applicable taxes, property protection insurance to a value of 500 Euros and a handling fee of 2%. Optional services such as towels and linen, air conditioning (if applicable), heating (if applicable), etc. must be requested and contracted separately. Our additional services are listed here: www.catalunyacasas.com/category/guest-services/. Optional services must be confirmed at the latest 7 days before arrival. If these services are not confirmed at least 7 days in advance of arrival, a delivery cost of 50 Euros may be applied.
20. Air Conditioning
Air conditioning means units in at least 2 areas of the villa (for example, living room and bedroom). Air conditioning is available for use between 14:00pm to 16:00pm and between 20:00pm to 08:00am hours. Please remember that with high outsitde temperaturas the equipment should not run at its máximum to ensure efficient performance. Single bedrooms do not always have this. Air conditioning where described may be static, wall or floor mounted or portable units. In the event of a breakdown engineers do have a specified call out pattern and it may take up to five working days before a visit can be arranged or a part ordered. Catalunya Casas will not pay compensation due to the failure of any appliance within this timeframe, but will of course assist you to the best of our ability.
Pets are welcome at some of our properties for a supplemental fee. Please ask for further information or if in doubt.
The maid service will be on your day of arrival and day of departure only. Most houses do have washing machines or, should you wish, additional cleaning & laundry can usually be arranged at an additional charge.
If you have ordered a service of towels and linens, please note that these items CANNOT be laundered in the villa.
If you are unsatisfied with the cleaning standards, we require immediate written notice upon arrival at the villa. The cleaner will return within 24 hours to rectify and clean any aspect which may have been overlooked.
Internet access in each villa is limited to emailing and general internet browsing. The bandwidth in Spain will not support downloading of movies, large files or multiple connected devices. The following are examples of high bandwidth internet activities are not permitted as they limit connectivity: Skype, Vonage, YouTube, Netflix, or online games.
In the event of a breakdown technicians do have a specified call out pattern and it may take up to two working days before a visit can be arranged or a part ordered. Catalunya Casas will not pay compensation due to failure within this timeframe, but will of course assist you to the best of our ability.
Nearly all our villas have barbecues. It is not normal in southern Europe for maids to clean barbecues, therefore we kindly ask guests to leave them in a reasonable and usable condition. Barbecues may be gas or charcoal. Due to fire safety reasons, barbecue bans may be imposed at any time. Please not that only carbon ca be used in BBQ’s and and never wood.
In the event that you or any member of your party behaves in a way that causes distress, annoyance or injury to others, damage to property or does not respect or conform to local laws and customs, we reserve the right to terminate your holiday forthwith. In such an event, we will have no further liability or financial responsibility for you and you will have to meet any costs or expenses incurred as a result of your behaviour.
Electricity supplies can be erratic, especially in peak season. Electricity cuts rarely last more than a few hours, so any inconvenience caused is not usually acute. Please note that it is not always possible to use several electrical appliances at the same time.
Lively and animated celebrations can take place throughout the year and are often accompanied with firework displays, church bells and music. Villages are decorated with banners and lights, food stalls line the streets and in some cases shops and banks etc, may close.
28. Sun beds
Villas will be supplied with sun beds, but these belong to the owner and can vary from property to property. Due to breakages the style supplied at the property may differ from the original ones shown in the brochure/on the web site.
29. Sun umbrellas
Owners are not obliged to supply sun umbrellas. Due to breakages, the style supplied at the property may differ from the original one/s shown in the brochure/on the web site. Please note that it is common in the summer to have short wind or thunderstorms in the area. For this reason umbrellas and awnings must ALWAYS be closed after use to prevent damage.
30. Swimming pools
Descriptions of pools are as accurate as possible, but the dimensions, where provided, are only approximate. Free-form pools are measured at their maximum width and length. Diving is strictly forbidden at all swimming pools in private villas as the pools are rarely deep enough.
Swimming pools are not heated unless otherwise stated in the brochure or on the web site and may be fresh water or sea water. Please note that pool heatings makes maximum 3/4 degrees more than outside temperature in Spring and Autumn season. Please advise us at the time of booking if required. There are extra supplemental charges for pool heating.
Chemicals in pools are carefully regulated, however certain climatic conditions (rainfall, thunderstorms etc) can affect the balance and pools start to look green. If so, please let our team know immediately and the necessary adjustments will be made. Water sometimes takes 2-3 days to turn blue again.
Pool liners are very delicate and can easily be punctured. No hard or sharp objects should be taken into the pool and great care must be taken with the pool cleaning equipment – children should not be allowed to use it.
31. Tracks or approach roads
Some properties are approached by rough and uneven roads or tracks leading up to them. Some approach roads can also be steep. If you are particularly concerned about driving on unmade roads, please check with us regarding suitability of access.
Shortages of water and reduced water pressure may occur in peak season and can sometimes be cut off without any notice whatsoever. Of course, everything will be done to resolve the problem as quickly as possible.
Our villas are located in areas where the weather is generally good throughout the summer, with low average rainfall. Buildings are designed/furnished to be comfortable in hot temperatures, and may not be as well suited to wet and/or cold periods as north European houses. Humidity can be a particular problem in countries where temperatures are usually high. A number of our properties have central heating, available to use for early/late season bookings as required. We are happy to provide you with any property specific information that you might require in this respect.
Many of our properties have a septic tank rather than mains drainage and most have narrow-gauge pipe work. Nothing other than toilet paper should be put down any WC. Blockages are inconvenient and expensive to clear. During the season it may prove necessary for the septic tanks to require pressure cleaning. We cannot be held responsible should any cleaning prove to be necessary during your stay for whatever reason. We will always advise you of the time and date and request your permission regards any/all cleans.
36. Data Protection
We take your privacy seriously. By submitting any of our forms, we will just reply to you about your enquiry. You are not subscribing to a mailing list, nor will we give out or sell your information to anyone. We hate spam, we’d like you to trust us on this one!
37. Governing Law and Jurisdiction
The validity, construction and performance of this Agreement shall be governed by Spanish Law. The Applicants and the Tenants submit to the exclusive jurisdiction of Spanish courts.
38. Blue Pencil Test
If any of these terms and conditions should be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these terms and conditions are intended to be effective, then to the extent and within the jurisdiction which that term or condition is illegal, invalid or unenforceable, it shall be severed and deleted from that clause and the remaining terms and conditions shall survive, remain in full force and effect and continue to be binding and enforceable.
The stated terms and conditions are valid for rental agreements made between the tenant and the home owner through Catalunya Casas who acts as an agent/intermediary. The conditions and the quoted prices stated on this website are valid, excluding misprints, from October 31st, 2013.