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Any booking made for a property on the
El Sueño
estate is made with
El Sueño
(Dragon Palm SL)
and given under these Terms & Conditions.
For
the purposes of simplicity, the term ‘El
Sueño
‘ is used within these Terms & Conditions to represent the
owners, the estate and its properties and their appointed staff.
Please
ask in writing before confirming your Booking, if you have any
questions or requests.
Reservations
& Booking
These
are for for any or all of the three Casitas
and
Casa del Sueño, as
self-catering holiday rentals with sole
group occupancy by tenant(s) listed on Booking Form. The first
tenant name given as the main Booking
Contact will be given responsibility for
managing the Booking on behalf of the clients
in each individual property and will then be
the point of contact for further communication
both before, during and after the booking has
taken place.
For
all bookings, on receipt of a completed Booking Form, a request for
the deposit of 35% of the Total amount, including IVA, will be sent.
This booking deposit needs to be received within 7 days, otherwise
we reserve the right to cancel your booking request. The final 65%
balance payment schedule is below, (a due date will be given on
booking). Please
note that the total amount received must be in full; no transfer or
other banking charges are
accepted.
* For rentals in High & Peak Season periods, the payment of the
balance must be made by card or credited to the appropriate
bank account three calendar months before the
date of arrival.
* For Regular Season, this payment must be made two calendar months before
the date of arrival.
* For Low Season bookings, this payment must be made one calendar
month before the date of arrival, while for last-minute
bookings, (ie less than four weeks at any time) the full amount will
be due immediately (and received within four working days)
on confirmation of the booking.
NB
If this 65% balance is not received in the time-frame specified
above, El
Sueño
again
reserves the right to cancel booking without any refund of deposit
already made. (See Cancellation details below).
Security
Deposit
The
Security
Deposit is taken at the same time as the balance payment is
due and it will be returned within 14
days from the last date of the tenancy, subject to: (i) the property
and contents being returned in a similar condition as at the start
of the booking and (ii) any additional bills such as cleaning, utilities
(the latter is only applicable in Winter rentals of the
Casa
del Sueño from
15th October to 30th April) and other services have been agreed and settled in full.
Otherwise, guests will be informed in writing (e-mail) of any such
extra costs for cleaning, damages, services and bills and
given 7 days in which to respond, before being charged in full
accordingly. In the case of credit card payments, these will
be debited automatically after the 7 days unless queried by the main
Booking Contact.
By
making a booking for any property at El
Sueño,
it is understood that guests agree to pay for the full replacement
or repair of any items that are missing or damaged during their
occupancy of the property - whether caused accidentally or
deliberately within seven days of departure.
Allowance will be made for wear & tear but not when an
item has been used inappropriately, with the main Booking Contact
for the property considered responsible.
Confirmation
of deposits and all other payments made before arrival will be
e-mailed (or faxed on request). Copies of all credit card and
other receipts or bills where available will be given to guests on
departure with their final bill, otherwise they will be faxed or
posted within 7 days of receipt from the appropriate providers or
third parties by El
Sueño
.
Methods of
Payment
We
can accept cheque deposits or money transfers in both Euros or
Sterling (at the price given on booking); credit and debit
cards in euros. Please confirm your chosen method of payment
at time of booking on your Booking Form. All credit or debit
card payments will be charged an additional 3% fee of the total
amount, including IVA, to cover the Bank's fees. For sterling
payments, the exchange rate is given by El Sueño
on the date the booking is confirmed or when the amount is due.
Only
one Special Offer is
applicable to a booking and is given at the sole discretion of
El Sueño.
Rental
Period - Arrival & Departure
The
period of rental is as stated on the Booking Form issued by
El Sueño.
Please note that to allow for full cleaning and any maintenance between
bookings, Check-in is after 4pm on the date of arrival and Check-out is
before 10.30am on the date of departure, only.
Any other times must be agreed and confirmed in writing
from us at the time of booking, but it is always subject to availability
and may be changed up to the date of arrival and/or departure.
Please note that guests cannot check out and then stay on the grounds of the
estate, by the pool or anywhere else once their rental is finished.
Luggage also cannot be dropped off or looked after before or
after bookings - there is no secure facility
to do this.
Cancellation
by the Guests & Refund by El
Sueño
All
cancellations given must then be confirmed and acknowledged in writing by El
Sueño,
with the original date of any such letter, e-mail or fax signed by
the main Booking Contact as named on the Booking Form determining the following:
* Cancellations
made by Guests of the Casitas or
Casa
del Sueño before the balance is paid,
(or more than three calendar months in High or Peak Season, two
calendar months in Regular Season or one month in Low Season before
the start of the booking,) - a full refund of all deposit monies
paid will be given; minus any credit card, bank or other such
charges or fees incurred by El
Sueño.
* Cancellations
made by Guests of the Casitas or
Casa
del Sueño
after both the deposit and
balance payments have been made, but more than two months in
High or Peak Seasons or one month in Low or Regular Seasons before
the start of the booking - a full refund will be given, minus
the 35% deposit amount**.
* Cancellations
made by the Guests of the Casitas or
Casa
del Sueño, less than one calendar
month in High or Peak Seasons or two weeks in Low or Regular
Seasons before the start of the booking - no refunds will be
given**.
**This
35% deposit can be carried over to another booking date within six
months, if made at the
same time as the cancellation. However, this carry-over can only be done once and the deposit will
not be refundable if the second booking is cancelled - at any time.
Cancellation
& Refund by El
Sueño
Due
to any unavoidable circumstances in which El
Sueño
has to cancel a booking at any time, they will make every attempt to
offer the guests affected similar or better accommodation elsewhere
whether on the El
Sueño
estate or in other local similar accommodation. If nothing is
found that is deemed suitable by the Guest, then a full refund of
all monies paid will be given by the same method within seven days.
However, please note that no further claims for any such
cancellation or its consequences will be accepted thereafter and
that this will be the only type of compensation or refund offered.
(Please read our recommendation note on Holiday Insurance at the
end.)
Prices
Prices
are in given Euros and are valid in accordance with our website at the
time of booking, prices in Sterling can be given on request based on
the Bank´s customer rate of exchange on the day.
Prices given are per property, per week for the maximum number of
persons as stated on our website (see below), unless stated
otherwise. Please note that IVA,
currently 7%, is not included in our listed prices on our website.
This will be added separately to the Total, given in writing, at the
time of booking. All card payments also incur an additional
3% fee to cover the Bank's charges, to be added where
applicable.
Additional
Requests & Expenses
All
additional expenses incurred, such as items from the ‘honesty’
bar, as well as other services such as childminding, laundry &
drycleaning,
housekeeper & cook, are to be settled directly
with provider or with El
Sueño
– according
to their
request at the time of arrangement.
Further details of these services are
available on request and must be agreed in
writing or signed for by main Booking Contact
where applicable at the time of
arrangement. Full payment must also be
settled in full before departure, unless
otherwise agreed by the provider.
Numbers of
Persons
The
numbers of persons for each Casita or Casa cannot exceed those as
stated in the website. El
Sueño
reserves the right the cancel the booking at any time, without
refund, even during the rental occupancy if the number of
occupants in the property or on the estate exceeds this amount, unless
agreed at the time of booking and confirmed in writing by El
Sueño
. No sub-letting is allowed at any time; only guests who are confirmed as booked on the original
Booking Form will be accepted.
Any changes to the Booking must be confirmed in writing by
all parties and agreed by El
Sueño
in
advance before arrival.
No Smoking
Policy
All
properties are non-smoking
without exception, although guests are permitted to smoke
outside on their own private patio. Any damage
caused by smoking will be charged for, including burn marks, additional cleaning
of the property and soft furnishings as required - particularly for
the comfort of following guests. NB: Fire is a serious
hazard here - all outside fires such as barbeques and candles
must be managed responsibly and all damage caused by guests
(accidentally or otherwise) must be
paid for in full.
Animals
Please
note for a number of reasons, including that there are cats & dogs
already on the estate (the dogs are kept fenced off from guests), we regret that we cannot accept animals at any of our
properties, except working dogs such as guide dogs for the blind by
special prior arrangement. In all cases, this must be agreed
and confirmed in writing at the time of booking with El
Sueño
who reserves the right of refusal.
If
accepted, any pets and their welfare are the responsibility of the
owner who must agree to the following conditions: 1) Animals
must be housetrained and friendly towards other dogs and guests;
2) owners may not leave their pet unattended at any time, either
inside or outside the property being rented; 3) any ‘deposits’
must be cleared up immediately; 4) all feeding, drinking bowls and
bedding etc must be brought separately, and 5) any damage caused by
pets must be paid for in full before departure. Costs of any
extra cleaning will also be charged for. Please
note that no responsibility is accepted for problems caused by
visiting animals and our own pets resident here, although any costs
incurred by injury to our pets must be paid for in full by
the other animal's owner.
Cleaning
The
Casitas are cleaned after each period of occupancy. For weekly
rentals, a light clean and a complete change of bedlinen and
bathroom towels is provided every seven day period. All
linen included in the rental of the property will be laundered by El
Sueño.
The
final full clean at the end of the rental period is also included in
the schedule and the price. The rooms in the Casa
del Sueño
are cleaned
weekly (twice a week in High & Peak Season periods) on a sole
group occupancy basis, unless otherwise agreed. Additional
cleaning and/or linen changes, a daily housekeeper & cook can be
arranged for an additional fee by arrangement, subject to
requirements & availability. If a property is found to be
in a dirtier than reasonable or average condition both during and at
the end of a tenancy, or items are damaged, missing or broken in
excess of general wear and tear (as decided by El
Sueño,)
the extra cleaning fees, repair
or replacement costs will be charged for as appropriate. This
will be taken from the deposit or must be paid in full within seven
days of receipt of all such invoice or bills from El
Sueño.
Responsibilities
of the Tenant
During
the period of rental, the whole property is the responsibility of
the main Booking Contact whose name appears on the Booking Form and who is also
responsible for the other occupants at the same time. No
items are to be used for any other purpose than that for which they
are provided - eg bathroom towels are not for use at the pool or
beach; or removed from the property at any time unless expressly
provided for that purpose eg coolers. During the rental
period any damage or problems must be reported to El
Sueño
immediately, so that repairs can be undertaken or an appropriate
professional contacted.
At
the end of the rental period, all keys must be handed back to El
Sueño and
the property will be checked before return of any deposit. If
there is no deposit held, any costs, expenses or bills such as
those listed below must be paid for in full either on departure or
within 14 days. Each individual guest must also respect
any rules or requests made by El
Sueño
during their stay on the estate, particularly regarding Health &
Safety such as around the swimming pool, use of fire etc, for which
no responsibility, liability or costs will be accepted by El
Sueño
or
other guests.
Utilities
For
all rentals for the Casa
del
Sueño between 15th October to
30th April where heating may be required, a meter reading will be
taken at 4pm on the date of arrival and 10.30am on the date of
departure.
If the reading exceeds the normal average consumption allowance for
that period of year, then the additional amount will be charged for
(this allowance amount will be given on request). This must be
paid for in full either from any deposit held and/or within 14 days
of the receipt of any invoice issued by El
Sueño.
A copy of the appropriate utility bill can also be provided
on request.
Additional costs for electricity will also be charged where
heating sources or other
such high energy use equipment has been used by tenants which
either has not been provided by El
Sueño,
or
has not been agreed to in advance of the tenancy in writing.
Please
note that in the case of outstanding utility bills, these will be
forwarded to the client within 7 days of receipt from the
utility provider by El
Sueño,
with any amount due calculated and invoiced. In the meantime,
the deposit will be held by El
Sueño until
all outstanding bills are paid. Invoices and receipts for all
other additional bills and payments will be given separately by
El
Sueño
either
during the rental period, on the departure date or after departure
as received from the provider.
Please note that for payments still due by the tenant more than 14
days after each such invoice is sent, interest will be charged at
the standard daily rate until the total bill is settled in full.
Responsibilities
of
El
Sueño
El
Sueño
will ensure that that all rooms, properties, communal areas such as
swimming pool etc as well as equipment are in good condition and
order of repair, to match the details as described on our website.
Any problems within a property found during the rental period must
be immediately reported to El
Sueño
staff and they will sought to be dealt with immediately, or as
soon as possible if work or parts are dependent on external
professionals or suppliers. During High Season or Sunshine
Tour periods in particular, this may result in unavoidable delays.
Seasonal or adverse weather conditions, 'Acts of God'
etc are
outside El
Sueño´s
control, but any problems caused will sought to be dealt as soon as
realistically possible!
Please also note that this is an fully ecological finca with
restored properties, so there will be a very natural
appearance throughout the grounds.
For
access
to properties to carry out maintenance, repairs or checks - 24 hours
verbal or written notice will always be given where possible.
However, in the interest of Health & Safety such as cases
of emergency or urgency, or where El
Sueño have
concerns that the Terms & Conditions are being broken, access
will be gained as soon as required with or without permission and
period of notice.
House Rules & Requests
Please
note that any House Rules or Requests made by El
Sueño,
usually displayed in signs or the Information Booklet such as
those for number of guests, use of the swimming pool, fires etc must
be respected and followed by each individual guest. This is
not just for Health & Safety reasons, but also to respect the
organic and eco-friendly way in which we run the estate as well as the
local environment and wildlife, particularly as we are located in a
protected National Park.
We
want all our visitors, permanent or just on holiday, to remain safe
and enjoy El
Sueño
on
an ongoing basis!
El
Sueño
retains the right to update or amend these Terms & Conditions as
and when required.
We
strongly advise you to take out full holiday insurance for every
member of your party during the entire period of your stay in Spain, including
health and cancellation cover.
Thank
you!
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