Terms and Conditions
We are delighted that you have chosen to stay in one of our homes, and hope it will be the first of many visits. Our aim is to provide you with the best and most authentic tourist experience in Spain, so that you will leave with happy memories of your holidays or your business trip here, right from the very first moment.
The following terms and conditions cover our mutual commitments and constitute our contract with you when you rent a property with Home at Homes. The confirmation you receive by email when you book with us will specify the rental period and allow you to occupy the property for such specified period of time.
You’ll be delighted to know that the rental price includes all of the following:
- Free access to high-speed internet.
- Welcome hamper
- Guide with information on the apartment and additional information on the neighbourhood, district, our favourite trips, shops, restaurants, etc.
- Personalised greeting upon arrival. We take whatever time is required to show you round, make sure you know how everything works, and point you in the right direction so that you can make the most of your stay.
- We’ll always be available if you need any help during your stay.
- Cotton towels and sheets, soap, shower gel and other amenities.
- A small supply of cleaning products for the house: dishwasher soap, washing machine soap, rubbish bags and kitchen towels.
- The price is all-inclusive: tax, commissions, fees, etc. No last-minute surprises here!
There are no additional charges (with the exception of additional cleaning charges if the property is not left in a reasonable condition – see relevant conditions below –, or if the property or any of the equipment therein has been damaged in any way).
BOOKING YOUR STAY
We accept payments via Mastercard and Visa through a safe internet payment system. If you wish to pay with AMEX or Diners Club, please contact us. You can also pay by bank transfer (in Euros) or via PayPal. Please take into account that our rental fees are specified in local currency (Euros), so if your payment is in a different currency, please check your exchange rates (for example at http://www.oanda.com/lang/es/currency/converter/ or by contacting our reservations department).
If you book more than a month in advance, we will request that you pay 30% of the total booking at the time.
The remaining 70% will be due 30 days from date of entry. We will send you a reminder in due course. If the booking has not been paid in full when due following three reminders from us, we will assume that you wish to cancel your booking, and will apply the relevant cancellation conditions.
Changes in fees
We review the fees for our properties every year. Once your booking has been confirmed, your rental fee will of course not change, whether or not our fees are revised.
How to book
You can book directly on our website or, if you prefer, by email or telephone. Either way, you will always need to read and agree to the conditions on this page.
Once we receive your initial payment, we will confirm your booking and send you a link where you can download a guide with relevant and detailed information to enable you to make the most of your holidays.
Visa and Passport
It is your responsibility to ensure that all the members of your group, including all children, have a valid passport and visa, where applicable.
Arrival and departure
Arrival at the property (check-in) is usually from 15:30 onwards. However, we know that some flights arrive early in the morning, and we will therefore do all in our power to help. If the property is ready and you let us know well in advance (at least a day), we will be delighted to welcome you earlier.
Normal check-in is until 20.30 hours, after which a small surcharge is applied, to be paid to the Home at Homes staff member welcoming you at the property. This additional cost is €30 between 20:30 and 22:30 hours, and €50 for check-in after 22:30.
Please note that you should provide us with your arrival details so that we can organise your check-in, preferably at least three days in advance. Please also call us when you arrive. If travelling by plane, the best option is to call us once you have collected your luggage and are ready to go to the property.
Checking out of the property should normally happen by 11:00 am. Please let us know in advance if you will be needing a “late check-out”. If we haven’t got an immediate check-in for the property and the final cleaning can be postponed, we will be delighted to offer flexibility here. We will not be present at check-out unless you specifically request this. Please leave the keys inside the property in the designated place and close the door behind you.
We will request a security deposit upon your booking with Home at Homes, payable together with your booking or when you check-in, depending on your preference. Once you have checked out, we will inspect the property to ensure that everything is in order, with no significant damage or losses (no loss of keys, for example) and refund the security deposit to you within three days. In the unlikely event that the keys or other significant articles have been lost; that there are damages to the property or its contents; or that a significant additional cleaning is required, you will be informed immediately and the corresponding costs covered through your security deposit. Any remaining amount will be refunded to your bank account.
At Home at Homes we are empathetic and reasonable. This means that we will not charge you for any minor damage, such as a broken plate, wine glass, etc. We do request that you leave the property neat and tidy, dispose of any rubbish, and leave both sets of keys in the designated place. We have very rarely had to use the security deposit, and trust that you understand our need to protect the interests of the property owners in the event of any misuse.
We tend to think that nothing will ever go wrong, but even the best-laid plans can go astray. We recommend, therefore, that you take out a travel insurance for your trips. There are many reputable and quality insurance companies, but please do not hesitate to contact us if you require any advice in this respect.
Please read the terms and conditions of our cancellation policy on the following link: Cancellation Policy
The general conditions are:
Cancelling more than 30 days prior to arrival will incur a charge of 30% of the total booking cost.
Cancelling between 30 and 15 days prior to arrival will incur a charge of 50% of the total booking cost.
Cancelling between 15 and 2 days prior to arrival will incur a charge of 75% of the total booking cost.
Cancelling less than 2 days before arrival will incur a charge of 100% of the total booking cost.
The above are our generally applied conditions. However, if you notify us with sufficient time and we are able to rent out the property you had booked again, we will refund a maximum of any advance payment made by you.
To protect yourself from any eventuality, we strongly advise that you take out travel insurance.
We reserve the right to change or cancel a booking
We have very rarely been obliged to cancel a booking, and have always done so in the interest of the client and as a result of circumstances beyond our control: flooding, accidents or becoming aware of major works in the neighbourhood of the booked property which would cause the client unnecessary inconvenience.
We reserve the right to cancel or modify a booking, both before and during your stay, in the following cases: a) due to circumstances outside our control (force majeure), or b) in order to carry out or finish major repairs due to leaks, breakages or other unforeseen circumstances. Our policy in this event is as follows:
- We will offer you a property of equal or higher value at no additional cost. If this is not acceptable to you, we will refund 100% of your booking cost.
- If the only property available at the time is of lower value, we will refund the difference. If this is not acceptable to you, we will refund 100% of your booking cost.
YOUR STAY WITH US
- We make every effort to keep our properties in immaculate condition, and appreciate that you treat our homes as though they were your own. The apartment or property that you rent will be clean and orderly when you arrive, and we trust that you will leave it in similar condition when you check out, having washed any dishes and disposed of the rubbish. In the unlikely event that you were to find any problem upon arrival, please let us know immediately, and the relevant department (cleaning, maintenance) will promptly send staff over to solve the problem.
If after you have checked out we find the property to be in an unacceptable condition, we will have to charge an additional cleaning fee.
- When booking with Home at Homes you undertake not to carry out any dangerous, offensive, noisy, immoral or illegal activities in the property, or any other activity that may cause inconvenience for the neighbours. You will be responsible for any expenses arising as a result of damages caused by you or any member of your group (who must also be informed by you of these Terms and Conditions prior to arrival). Specific instructions for each property will be available upon check-in.
Supervision of children and parental responsibility
We of course warmly welcome children in our Home at Homes properties. Please remember that it is your responsibility to ensure that they do not cause any damages or create undue noise or disturbance within the building, being especially vigilant regarding noise at night or early in the mornings.
Some of our properties are subject to age restrictions, which are clearly specified in the description. Please note that failure to observe these restrictions will mean that you may have problems when checking in, such as denied access or an additional security deposit if the property owner so determines.
Most properties have free high-speed internet access. There is a slight chance that the system may not be compatible with your computer, and we therefore recommend that you take with you a standard ethernet cable to cover the possibility that your computer cannot connect to the WiFi signal.
Faults in white goods and electrical equipment
Please let us know of any problems as soon as they arise and we will do all in our power to solve them immediately. We need to be aware that a problem exists in order to deal with it! We are not responsible for any malfunctioning of equipment in the shared areas of the building or interrupted services from utility companies, but rest assured that we will do all we can to get such problems resolved as quickly as possible.
Right of entry
We reserve the right to enter the property at a reasonable time for a justified reason during your rental period. In the event that we were to require access to the property, we will inform you well in advance and specify the reason, with access being scheduled as far as possible between 10:00 am and 19:00 pm, according to your preference.
Number of guests staying overnight
Please note that the maximum number of guests staying at the property must not be exceeded. This information is clearly indicated in the property description. Such maximum number is set pursuant to the legal limits imposed by local authorities. As such, exceeding the maximum number of overnight guests will be considered a serious breach of these Terms and Conditions, in which case we may be obliged to ask you to vacate the property, with no right to a refund. Additionally, it is possible that further costs may be incurred, for example in the event of legal action being necessary. If you have any unexpected guests, please contact us and we will try to find a solution for their accommodation.
Please note that pets are not allowed in most of our properties. If you have a well-behaved pet, please contact us and we will provide you with a list of our pet-friendly properties.
Loss of keys
Most of our properties are fitted with a security door. This provides enhanced security for you, but it means that getting new keys or changing the locks is expensive. We therefore kindly request that you are especially diligent with keys to ensure that they do not get lost. If, however, this were to happen, we would generally need to change the locks for obvious security reasons, and the cost of this can be several hundred Euros. In this case, we would have to ask you to cover the costs involved, as it is your responsibility to keep keys safe.
Safety and personal liability
We will keep any items lost or left behind for a period of 6 months.
Most of our properties are fitted with security doors, and some also have a safe-deposit box. It is your responsibility to take the necessary precautions against theft, such as locking the door and closing all the windows when you leave the property.
Please ensure that your personal or travel insurance (and that of your group) covers you in the event of accident or illness during your stay. In the unlikely event of theft or damage to people or personal effects, fire, terrorist attack, civil unrest or other causes of force majeure, neither Home at Homes nor the property owner will be liable for any direct or indirect damages endured.