General Conditions Apartments
The establishment La Residencia Apartamentos requests a series of general conditions to be fulfilled by guests.
General rules
Check in is from 15:00 to 20:00 on the day of arrival.
You must inform us of your arrival time at least 1 day before. You must inform us at a later time if you wish to extend your check-in time. Otherwise, the reservation will be considered cancelled, a “no show” charge will be made, and the flat will be disposed of.
At check-in, the client must present an identity document for all guests aged 16 and over who wish to stay at the establishment, in addition to paying a deposit of âŹ200.00 in cash. This deposit will be returned on departure.
By accepting the key and access to the flats, the client(s) accepts the terms and conditions of the establishment, which are automatically deemed to be incorporated into the contract for additional services.
In the event that the client leaves without paying, the invoice and proof of payment will be sent to him/her by e-mail or regular mail.
The payment of the reservation will be made until the day of check in.
All personal information collected at the time of check in (name, ID number, telephone number or additional information) is protected under data protection law. You can find more information in our privacy policy.
Check Out is from one hour after Check In until 11:30 a.m. on the day of departure.
There is the possibility to arrange a late check-out, with an additional cost of âŹ40.00 until 15:00 hours, as long as the establishment has availability, and it is previously agreed.
Failure to comply with this rule implies the acceptance of the guest to be evicted or an extra charge of one night, even if not staying the full period of a stay.
We remind you that smoking is prohibited in all communal areas of the establishment and in the flats, except in the areas designated for this purpose. In the event of non-compliance with this rule, the client will be charged an extra 250,00⏠per flat.
Quiet hours are from 22:00 to 08:00 hours.
The establishment has the option of providing one cot per room, as long as the client has previously contracted it.
Only children from 0 to 2 years old can sleep in the cots.
The cot is free of charge.
Babies from 0 to 24 months sleeping in existing beds.
Babies up to 24 months are free of charge when sleeping in existing beds.
Persons not registered in the booking
Any additional person, who is not registered in the booking, will have to pay the corresponding supplement upon arrival at the establishment, regardless of whether they occupy the same bed as their companion.
Children over the age of 24 months must already pay the corresponding fee, regardless of whether they sleep in their parents’ bed.
The same applies to adults.
Due to the rules of the establishment, we do not allow more additional persons than the flat allows.
To avoid any problems at the time of arrival, due to lack of availability of new distribution, we recommend you to book the corresponding flat for the total number of persons.
The flats are rented by category. After receiving your reservation, you will be assigned a flat.
If you have made an online booking on our website, you must provide a credit card number in order to be able to make the corresponding charge or deposit.
The credit card must be the property of the person making the reservation. We do not accept credit cards without prior authorization from the credit card holder.
If you have made a reservation via email, the same conditions will apply as for booking on the website.
If you choose the non-refundable rate, the conditions of the non-refundable rate apply. The total amount will be paid at the time of booking. The establishment will ask the client for an identity document or passport in order to issue the invoice.
The general rules of the establishment are available to all customers in the flat book, being of obligation for all guests to comply with these, exposing themselves to the payment of an extra charge or the possibility of immediate expulsion from our establishment in case of non-compliance.
At the end of this page, we attach a copy of the conditions of coexistence that are established in the flats.
All guests are responsible for their personal belongings, both in the common areas and in the flats. If the client wishes to store personal valuables, a safe is available in the flat or in our on-site safe.
If and when the staff of the establishment finds objects in the flat after the guest has checked out, we will pack the object with the name of the reservation holder and room number. The establishment will store the object(s) within a maximum period of 30 calendar days.
The establishment never processes the sending of the object by post or by carrier, it must be the client who contacts and hires the services of a carrier, notifying the establishment of the day and time of collection.
Food and/or drinks found in the flats will not be kept due to health regulations.
The establishment manages different seasons, as our destination is very variable.
The seasons can vary from year to year, depending on the dates of Easter, long weekends and public holidays, etc. The dynamics of the application of rates can be variable.
For your ease in finding the best rate, we recommend that you consult our online booking search engine www.laresidenciatarifa.com or contact us: +34 951 088 929.
Expulsion of a guest after check in has been processed.
The establishment reserves the right to judge the acceptable levels of noise or behaviour of its guests.
The establishment will give prior notice to the guest of any misbehaviour, in the event that the guest does not comply with the requests or any other rules of the establishment. The establishment reserves the right to conclude any booking or terminate any event immediately, without being obliged, under any circumstances, to refund the booking or process any compensation.
The Residence Tarifa Apartments defines harassment as “repeated inappropriate behavior, whether direct or indirect, whether verbal, physical or otherwise, carried out by one or more persons against another person or persons, in the workplace and/or in the performance of their job.” 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 an employee or to management. When reporting a threat or incident of violence, the employee should be as specific and detailed as possible.
Customers should respect the furnishings of the establishment. In the event of damage or extreme dirtiness in common areas or in the rooms, the establishment will charge the relevant costs. In addition to the furniture, we also include televisions, TV controls, mirrors, hairdryers, towels, etc.
Smoking is strictly forbidden in the common areas as well as in the rooms. In case of non-compliance with this rule, the establishment reserves the right to penalize the client with a fine of âŹ250/apartment.
Any scandal caused by the client in the common areas or in the flats is considered a serious offense. As well as disrespecting the staff, shouting, threats, physical and psychological abuse of staff or other customers. In this case, the police will be called, and the client will be directly expelled from the establishment.
Customers have the right to complaint forms and to consult the establishment’s regulations at all times. They will always be at their disposal.
In the event of termination of the accommodation contract;
The establishment 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.
Customers who have been expelled from the establishment have no right of reservation on future occasions.
The accommodation and board bills detailed in the reservation must be paid 100% before check in.
Invoices can be paid in cash or by credit card. You can also pay by bank transfer at least 5 days before arrival.
Nominative checks are not accepted.
If a refund is processed by the establishment, it will be made in the same way. If the client paid by credit card, a credit note will be issued in the same way. Any credit card payment will be enclosed with the corresponding invoice.
All extras that will be issued during your stay must be paid for at the time of check out. In the event that the client leaves without paying, the extras will be charged to the credit card left at the time of check in as a deposit. If there is no money available or there is no deposit, the establishment will sue the client in accordance with current legislation.
If the reservation requires a deposit, this payment must be made by bank transfer.
Pets are accepted in the flats with prior notice and an additional cost of 15,00âŹ/pet.
Pet owners are responsible for any damage caused by their pet.Pets must be kept on a leash in the communal areas and may not be left unattended in the flats.
We ask pet owners to respect the coexistence with the rest of our guests, following these rules;
Pet owners are responsible for any damage caused by their pet.Pets must be kept on a leash in the common areas and may not be left alone in the flats.
Per flat max. 2 pets are allowed.
Pets are not allowed in the pool area.
Do not allow pets on beds, sofas, sofas, armchairs, etc.If you want to dry or clean your paws after a walk, do not use the towels of the establishment.
Ask us for special towels and they will be provided.
The owner is responsible for any damage or damage caused beyond the cleaning of the room. Additional charges may be applied to your card in the event that the pet causes mess, damage to furniture or hygiene problems.
If another guest complains about your pet’s barking, noise or behaviour, you must remove your pet from the premises.
You must have all the necessary legal documentation which may be required at any time by the management of the establishment. Your pet must have the appropriate medical certificates confirming up-to-date vaccinations.
be kept on a leash in the communal areas and may not be left unattended in the flats.
We ask pet owners to respect the coexistence with the rest of our guests, following these rules;
Pet owners are responsible for any damage caused by their pet. Pets must be kept on a leash in the common areas and may not be left alone in the flats.
Per flat max. 2 pets are allowed.
Pets are not allowed in the pool area.
Do not allow pets on beds, sofas, sofas, armchairs, etc. If you want to dry or clean your paws after a walk, do not use the towels of the establishment. Ask us for special towels and they will be provided.
The owner is responsible for any damage or damage caused beyond the cleaning of the room. Additional charges may be applied to your card in the event that the pet causes mess, damage to furniture or hygiene problems.
If another guest complains about your pet’s barking, noise or behaviour, you must remove your pet from the premises.
You must have all the necessary legal documentation, which may be required at any time by the management of the establishment. Your pet must have the appropriate medical certificates confirming up-to-date vaccinations.
Conditions of cancellation of payment
Depending on the agency or tour operator with which the client has contracted the booking, there are different cancellation clauses.
From the establishment, we work with two forms of cancellation:
1-The client has the right to cancel the reservation. Each booking contains the cancellation clauses, details of payment and deposit, etc.
2- At the time of booking, the establishment may request a payment or advance payment of your stay. However, if you cancel within the period stipulated in the reservation, the establishment will issue a voucher for the same amount, which can be redeemed within the period indicated on the voucher.
Cancellation of accommodation:
The customer during their stay may cancel their accommodation and leave earlier than planned. If the booking has been made through a tour operator or online point of sale external to the establishment, there is no refund of the money, you should consult with the travel agency the relevant cancellation clauses. In the event that the booking has been processed directly with the establishment, the establishment will proceed to manage the payment of the amount, taking into account that the departure must be made before 11:30 am and that we charge 100% of one night’s cancellation.
From the establishment 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 establishment is not responsible for problems caused by transfers, bus services, trains etc.
The establishment allows access to pets, as long as the pet reservation has been made in advance. The owners of the dogs must bring with them the documentation in order and are responsible at all times for their behavior. If the animal causes damage or material damage, the owner must be responsible for it. As well as if it causes any physical damage to a worker of the establishment or to other customers, the owner of the dog is responsible at all times. Excluding the establishment of any complaint.
Clients are forbidden to use any type of explosive or inflammable element in the flats.
In the event of a refund, the establishment will make the refund by the same payment method (credit card, transfer/cash…) and always subtracting the management fees, bank commissions and transfer or credit card costs.
The establishment offers two types of reservations with different cancellation clauses. At the time of booking, you will be able to see the clause at any time.
Our flexible web rate allows the client to cancel free of charge with the defined 7 days notice.
Late cancellations or no-shows are subject to a penalty. Cancellation fees within the above-mentioned periods are one night.
Non-refundable rate: the establishment 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 be charged 100% of the total amount of the booking, up to a maximum of 3 nights (the first three nights) of the stay.
Our flexible web tariff allows the customer to cancel free of charge with the defined 7 days notice.
Late cancellations or no-shows are subject to a penalty. Cancellation fees within the periods indicated above are one night.
Non-refundable rate: the establishment requests payment of 100% of the stay at the time of booking. This payment is non-refundable in the case of cancellation.
Any “No shows” will be charged at 100% of the total amount of the reservation, up to a maximum of 3 nights (the first three nights) of the stay.
The Residence reserves the right to cancel reservations for reasons of “force majeure”, for failure of the client to show up at the established time and for failure of the client to pay the amount of the reservation according to the established conditions.
In circumstances where The Residence is unable to maintain bookings or provide services offered, a full refund of the amount paid will be made or alternative accommodation in a similar category establishment will be offered.
The establishment has the right to terminate the accommodation contract for non-compliance with the rules, without refund.
During the accommodation period, the client may cancel the stay and leave earlier than planned, taking into account the cancellation clauses. If the booking has been made with a travel agency, you should contact them and ask about penalty nights. Each travel agency has different regulations.
If the booking is made directly with us, the establishment will charge 100% of one night’s penalty (as long as you are leaving the flat before 11:30 am) plus the night’s enjoyed and will return the rest of the amount, paying in the same way you paid.
Non-refundable reservations are non-refundable, the penalty is 100%.
Handling of complaints and claims
In La Residencia Apartments we place great importance on client feedback, complaints and suggestions. This allows us to understand any causes of dissatisfaction regarding their stay and the services received.
Feedback from our guests allows us to continually improve.
SCOPE: This regulation affects all complaints and suggestions received by customers.
After implementation of methods to correct the suggestion, we carry out a follow-up to evaluate its effectiveness. We then respond to the client, detailing the measures taken and thanking them for their contribution to continuous improvement.
ACTIONS AFTER THE VERBAL COMPLAINT: when we receive a complaint from a customer, we record it in our incident book. We then solve the problem and note in the same book the solution provided or the action we have taken to initiate the process of solving it.
COMPLAINT SHEETS: we have official complaint sheets available to customers who request them.
The establishment reserves the right of admission regardless of whether the client has booked through a travel agency or directly with the establishment. In the event that money has been paid on account, the necessary steps will be taken for the corresponding refund, as detailed in our general regulations.
Expulsion of a guest after check-in has been completed
The establishment reserves the right to judge the acceptable levels of noise or behaviour of its guests.
The establishment will give prior notice to the guest of any misbehaviour, in the event that the guest does not comply with the requests or any other regulations of the establishment, the establishment reserves the right to conclude any booking or terminate any event immediately, without being obliged, under any circumstances, to pay any refund of the booking or to process any compensation.
Annexes
The establishment has the right to immediately terminate the accommodation contract, both in stays from tour operators, online points, and direct bookings made with the establishment, provided that the client has repeatedly breached one or more rules and has been communicated.
The costs for replacing damages, loss of keys, as well as bills for unpaid extra charges at departure, will be charged from the deposit or credit card. If no security deposit has been paid, the establishment will be prepared to take them to court in accordance with the regulations in force. The establishment has a margin of 24 hours to process the corresponding charge and to process the invoice.
The establishment reserves the right to require both individuals and groups to pay a deposit of âŹ200.00 in cash per booking, which will be returned on the day of departure, when the flats have been checked and the keys have been returned.
The establishment assumes no responsibility for physical damage to customers, in the event that the customer has acted recklessly. If the physical damage is between several persons, the relevant authorities will deal with the matter.
The establishment accepts no legal responsibility for luggage left in the flats or left in communal areas (bicycles, surfboards, kiteboards, etc.). Nor can the establishment be held responsible for cars parked on the property or for the loss of money or electronic items.
Guests must respect both day and nighttime (especially nighttime), with regard to acoustics. It only takes one complaint from a customer for the staff of the establishment to request that no more noise is made, both in common areas and in the rooms.
For our safety and yours, it is forbidden to receive people in your flat who are not registered at the check in to the flat.
It is forbidden to hold parties in your flat.