Holiday Rental Terms and Conditions
Reservations and payment
Reservations can be made by phone, email, or through our website www.serradellturistic.com
At the time of booking, the following personal information must be provided:
-
Full name
-
Postal address
-
Contact phone number
-
Email address
-
ID or passport number and date of birth
-
Details of all occupants
To confirm the reservation, a payment of 50% of the total amount is required as a deposit. If this amount is not received within 3 days of the request, the reservation will be considered cancelled.
Bank details for transfer:
CAIXABANK – ES82 2100 0205 6702 0016 9706
Payment can also be made by credit card through our website, in the Guest Area, where you can:
-
Check booking details
-
Make additional payments
-
Confirm your stay and complete guest information
The remaining balance must be paid 15 days before arrival, by transfer or card. The tourist tax must also be paid in advance to speed up check-in.
The security deposit, if applicable, will be stated in the booking. The agency has a maximum of one month to refund it after checking the accommodation. Guests will be responsible for any damage or loss resulting from negligent use.
Services provided
The rental price includes:
-
Bed linen and towel service
-
Weekly stays (7 nights or more):
Bed linen, towels and final cleaning are included in the price.Stays of less than 7 nights:
Bed linen and towels are not included. A fixed mandatory fee of €60 applies, regardless of the number of guests. Final cleaning is mandatory and costs €90. -
Final cleaning (carried out by an external company following established health protocols)
- Normal water and electricity consumption
- Electric vehicle charging is not permitted
CONDITIONS REGARDING HEATING AND ENERGY CONSUMPTION
1. Apartments with gas heating
The apartments are equipped with a gas heating system.
Gas consumption is included in the rental price, provided it is used responsibly and in accordance with normal domestic use.
Non-responsible use includes, but is not limited to:
-
Keeping the heating on with windows or doors open.
-
Continuously using excessively high temperatures.
-
Leaving the heating on during prolonged absences of guests.
In such cases, the property reserves the right to charge the guest for excessive consumption, either through direct billing or deduction from the security deposit, with prior justification.
2. Terraced houses without a heating system
The terraced houses do not have a fixed heating system installed.
Guests may use electric radiators, either provided by the property or brought by the guests themselves.
Electricity consumption resulting from the use of electric radiators is not included in the rental price and will be billed separately, according to the actual consumption recorded or according to the calculation system indicated at the time of booking or during the stay.
Making a reservation implies that the guest has read, understood, and expressly accepted these conditions.
Optional services (subject to prior booking and availability):
-
Baby cots.................................. 15,00€/cu
-
High chairs................................15,00€/cu
Booking cancellation
Cancellation penalties:
-
More than 30 days before arrival: €100 management fee
-
Between 30 and 16 days before: 25% of total amount
-
Between 15 and 8 days before: 50%
-
7 days or fewer, or in case of no-show: 100%
Check-in and check-out
Accommodation will be available from 5:00 p.m. to 8:00 p.m. on the day of arrival and must be vacated before 10:00 a.m. on the day of departure.
Schedules may be flexible in low or mid-season, subject to availability and prior authorization from the agency.
Key collection will take place directly at the accommodation via a secure key box.
If the guest fails to arrive on the scheduled day and does not notify in advance, the booking will be considered cancelled without compensation.
It is not permitted to accommodate more people than the maximum authorized capacity.
Pets are not allowed, except with express authorization.
The guest agrees to respect community rules, especially regarding common areas, swimming pools and barbecues.
We would appreciate it if, upon departure, you leave the sheets and towels on the sofa.
The accommodation should be left tidy, with the dishes clean and no rubbish.
Tourist tax
According to Law 5/2012 of 20 March, a tax on stays in tourist accommodations in Catalonia applies.
-
Price: €1 per person per night (maximum €7 per person per stay)
-
Exempt: under 17 years old
Force majeure modifications
The property reserves the right, in cases of force majeure or circumstances beyond its control, to substitute the accommodation with another of similar characteristics. In the event of non-acceptance by the guest, the contract will be cancelled, and the full amount paid will be refunded.
By making a reservation, guests confirm that they have read and accepted all the listing conditions. Please review all details before booking.
Customer service
For any inquiries, you may contact our Customer Service through any of the methods available on the website.
PROMOCIONS SERRADELL SL provides free Customer Service via email: promocionsinfo@gmail.com
If another means of communication is used, any related costs will be borne by the user.
Contact phone: LLANÇÀ: (+34) 689 601 583 (subject to your telephone provider’s rates)
Complaints, comments and suggestions
Your comments and suggestions are welcome. Please send them through the contact form on our website.
Official complaint forms are available to consumers and users. They can be requested by calling Customer Service or through the contact form.
Online dispute resolution
In accordance with Articles 14.1 of Regulation (EU) 524/2013 and 40.5 of Law 7/2017, the European Commission provides a free platform for online dispute resolution between the user and the provider, without the need to go to court.
This service is managed by a neutral Dispute Resolution Body acting as an intermediary between both parties to reach an agreement or propose a solution.
Link to the ODR platform: http://ec.europa.eu/consumers/odr/