Type of reservations:

From the hotel we offer two types of reservations with different cancellation clauses. At the time of booking, you can see the clause at all times.

Our flexible standard rate allows the client to cancel free of charge with the advance notice defined according to the season:

High season: 7 days in advance

Average season: 3 days earlier.

Low season: 24 hours earlier.

Late cancellations or no-shows will incur a penalty. Cancellation fees within the above mentioned periods are as follows

-Stays of one to three days: 100% of the first night

-Stays of four days or more: 100% of the first two nights

Non-refundable rate: the hotel will request payment of 100% of the stay at the time of booking. This payment is non-refundable in case of cancellation.

“No show” will mean the charge of 100% of the total reservation up to a maximum of 3 nights (the first three) of the stay.

The Residence reserves the right to cancel reservations due to “force majeure”, to the client’s failure to appear at the established time and to the client’s failure to pay the amount of the reservation in accordance with the established conditions.

In circumstances in which The Residence cannot maintain the reservations or offer the services offered, a full refund of the amount paid will be made or an alternative accommodation will be offered in an establishment of similar category.

At the hotel, you have the right to cancel the accommodation contract for non-compliance with the rules, without refund.

During the period of accommodation the client can cancel his stay and leave earlier than planned, taking into account that there are cancellation clauses. If the reservation has been made with a travel agency, you must contact them and ask for penalty nights. Each travel agency has different regulations.

In case the reservation is direct with us, the hotel will charge 100% one night penalty (as long as guests leave the room before 12.00hr) plus any nights enjoyed and return the rest of the amount, paying the same way you paid.

Non-refundable reservations are not refundable, their penalty is 100%.

In the case of a refund, the hotel will make it by the same payment method (credit card, transfer/cash…) and always subtracting the management fees, bank commissions and transfer or credit card costs.

The hotel has the right to immediately terminate the accommodation contract, both for stays from tour operators, online points, and for direct reservations made with the hotel, provided that the customer has repeatedly failed to comply with one or more rules and has been notified.

Groups of children under 18 must always be accompanied by at least 1 responsible adult for every 10 children. Those responsible for the group must also stay in the hotel and be in charge of supervising the minors. The hotel reserves the right to accept reservations for groups of minors accompanied by responsible adults.

All persons staying in the establishment must be registered with their identity card. In the absence of this document, the hotel declines the entry of undocumented guests.

Anyone who damages the building or the inventory shall be liable before the law within the framework of the regulations in force.

Theft and intentional damage will be charged at the current cost of the material/damage and will be duly reported.

Costs for replacement of damages, loss of keys, as well as unpaid bills for extra charges on departure will be charged to the credit card or cash deposit as a guarantee. If no guarantee deposit has been made, the hotel will be prepared to take legal action in accordance with current regulations. The hotel has a margin of 24 hours to process the corresponding charge and to process the invoice.

The hotel reserves the right to require both individuals and groups a cash deposit per reservation, which will be returned on the day of departure, once the rooms have been checked and the keys returned.

The hotel does not assume any responsibility for physical damage to customers, in case the customer has acted recklessly. If the physical damage is between several persons, the relevant authorities will deal with the matter.

The hotel assumes no legal responsibility for luggage left in the rooms or forgotten in common areas (bicycles, surfboards or kiteboards, etc.). The hotel is also not responsible for cars parked on the hotel property, nor for the loss of money or electronic items.

Customers must respect both day and night time schedules (especially night time schedules), with respect to acoustics. It will only take one client’s complaint for the hotel staff to request that no more noise be made, both in the common areas and in the rooms.

For our safety and yours, it is forbidden to receive people in your room who are not registered at reception.

It is forbidden to have parties in your room or to have meals.

Harassment Policy

Hotel & Spa The Port Residence defines harassment as “repeated inappropriate behavior, whether direct or indirect, whether verbal, physical or other, carried out by one or more persons against another person or persons, in the workplace and/or in the performance of their work. Such behavior violates the company’s Code of Ethics, which clearly states that all employees are to be treated with dignity and respect. Indirect or direct threats of violence, incidents of actual violence and suspicious persons or activities should be reported as soon as possible to a supervisor or management. When reporting a threat or incident of violence, the employee should be as specific and detailed as possible.

Clients must respect the hotel furniture. In case of damage or extreme dirt in both common areas and rooms, the hotel will proceed to charge the relevant expenses. In addition to the furniture we also include televisions, TV controls, mirrors, hair dryers, towels, etc.

Restaurant regulations: customers may not enter or leave the restaurant with food or drinks under any circumstances. The restaurant staff will not keep any leftover drinks for the next day. This regulation is applied on the basis of the current health legislation on food and drinks.

Bar regulations: Guests are not allowed to enter with food and drinks from outside, and it is totally forbidden to form picnics with external food that is not served from the hotel supplies.

Smoking is completely prohibited in both the common areas and the rooms. In case of breach of this rule, the hotel reserves the right to penalize the client with a fine of 250 ? per room.

Any scandal caused by the client in the common areas or in the rooms is considered a serious fault. As well as disrespecting the staff, shouting, threatening, physically and psychologically abusing the staff or other clients. In this case, the police will be called and the client will be directly expelled from the hotel.

Guests are entitled to complaint forms and to consult the hotel’s regulations at any time. They will always be at your disposal.

In case of termination of the accommodation contract;

The hotel has the right to terminate the accommodation contract for non-compliance with the regulations, without refund or compensation in accommodation for other dates for the days not enjoyed.

Guests who have been expelled from the hotel have no right to book on future occasions.

Cancellation by the client of his reservation or stay

Depending on the agency or tour operator with which the client has contracted his reservation there are different cancellation clauses.

From the hotel, we work with two forms of cancellation:

1-The client has the right to cancel the reservation. Each reservation contains the cancellation clauses, details of payment and deposit etc…

2-At the time of booking the hotel may request a payment or advance payment of your stay. However, if you cancel within the period stipulated in the reservation, the hotel will issue a voucher for the same amount that can be redeemed within the period indicated on the voucher.

Cancellation of accommodation:

The customer during his stay can cancel his accommodation and leave earlier than planned. If the reservation has been made through a tour operator or online point of sale outside the hotel, there is no refund, you must consult the travel agency the relevant cancellation clauses. If the reservation has been made directly with the hotel, the hotel will proceed to arrange payment of the amount, taking into account that the departure must be made before 12 noon and that we charge 100% of one night’s cancellation.

From the hotel we can process cancellations on the pages of Booking, Expedia and our website www.laresidenciatarifa.com in case the customer wants to change days of accommodation applying the conditions of cancellation and modification.

The hotel is not responsible for problems with transfers, bus service, trains etc.

The hotel allows access to pets, as long as you have previously made a reservation for a pet. Not all hotel rooms are pet-friendly. Dogs are not allowed in the restaurant or bar under any circumstances. The owners of the dogs must bring the documentation in order and are responsible at all times for their behaviour. If such an animal causes damage or material harm, the owner must take responsibility for it. As well as if it causes any physical damage to any hotel worker or other guests, the owner of the dog is responsible at all times. Excluding the hotel from any claim.

Guests are prohibited from using any type of explosive or flammable element in the rooms.

Group bookings

A group reservation is considered to be one with more than 5 rooms; the group conditions of the hotel apply automatically and can be requested via our e-mail.

Restaurant

In the half-board regime, drinks for dinner are not included.

The hotel does not store excess drinks for health reasons. If the client wishes, he can take his excess drink to his room. It is not possible to enter the restaurant with this bottle the next day. For health reasons, the client cannot take food out of the restaurant for excursions. During the course of the day, the food may have been contaminated. Furthermore, the customer may not bring food or drinks into the restaurant from outside for the same reason.

If the client has contracted half board or breakfast and does not arrive during meal times, the hotel will not offer a picnic to compensate. It is the client’s responsibility to arrive at the established hours.

Terms of payment

The accommodation and food bills detailed in the reservation must be paid in full at check-in or at check-out.

Invoices can be paid by cash or credit card. You can also pay by bank transfer at least 5 days before your arrival.

No personal cheques are accepted.

In case a refund is processed by the hotel, it will be made in the same way of payment. If the customer pays by credit card, a credit note will be issued in the same way. Any credit card payment will be accompanied by the corresponding invoice.

All extras that will be issued during your stay must be paid at the time of check out. In case the client leaves without paying, the extras will be charged to the credit card he left at the time of check in as a deposit. In case of not having money available or not having a deposit, the hotel will sue the client according to the current legislation.

If the reservation requires a deposit, this must be paid by bank transfer.

Gift Voucher Conditions:

A reservation is not effective until the establishment has confirmed it. When you send a reservation request, it must be confirmed or cancelled by the establishment. It is essential to book in advance on +34 956 926 444, indicating the voucher number and the name of the owner.

The vouchers are subject to the availability of the establishment, and we may reserve the right not to accept accommodation exchange, on the dates when the establishment requires a greater number of nights as a minimum stay or where the availability assigned to the voucher reservations is exhausted.

In seasons of high demand or occupation (weekends, holidays, Christmas, New Year’s Eve, Easter and the months of July and August) we have limited availability of rooms and services for the use of Gift Vouchers. We reserve the right not to accept reservations for Gift Vouchers for stays on these dates or to exclude them from the conditions of the voucher.

Valid for the specific services indicated on the voucher, at the Hotel La Residencia Puerto for your enjoyment.

Remember: every bonus is a non-split experience. All the services it includes must be enjoyed by the beneficiary and the number of people described in it, on a single date, within the period specified in the conditions of the voucher.

The Bonds are a bearer document and The Port Residence is not responsible for their loss or theft.

Gift vouchers are in no way redeemable for money.

Expiration: as specified in the conditions of the bond.

All prices shown on vouchers include the relevant VAT of 10% for gift vouchers with accommodation and 21% for gift vouchers for spa treatments and other services.

See child and third party supplements for gift vouchers with accommodation.

Possibility to add to your voucher any additional service of restaurant, accommodation or spa; consult supplements.

The vouchers with accommodation can be enjoyed in dates or seasons different from the one stipulated, paying the supplement corresponding to the season or the added service.

Discounts or promotions are not cumulative.