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General Rules

Check in is from 15:00 on the day of arrival.

You must inform us if your arrival will be at a later time. Failure to do so will result in the reservation being cancelled and a “no show” charge being applied. The room will be made available for other bookings.

Upon arrival at the reception desk clients must provide an identity card for all guests wishing to stay at the hotel, as well as a valid credit card number. The hotel will check the validity of the card as a guarantee.

With the acceptance of the key and the access to the room/s, the client/s accepts the terms and conditions of the hotel. These are considered automatically incorporated in the contract of any additional services.

In the case that the customer leaves without paying, the invoice and the proof of payment charged to their card will be sent to them by email or by post.

Payment for the reservation must be made at the time of check-in.

All personal information collected at the time of check in (name, ID, phone number or additional information), is protected under the law of data protection. You can find more information in our privacy policy.

Check Out will take place from one hour after the Check In until 12:00 on the day of departure.

Later check out is possble, at an additional cost, provided that the hotel has availability and it is agreed in advance.

In case of a delay in leaving the room, the hotel will charge a penalty of 36 euros until 3pm and 100% of one night after 3pm.

Failure to comply with this rule by the guest implies the guest’s acceptance of being able to be evicted or to be charged an extra night even if the full period of a stay is not accommodated.

Pensions

Accommodation and breakfast

The Bed & Breakfast regime includes daily access per person to the breakfast buffet at the established times and in the established time slots.

Due to the restrictions and measures implemented for the prevention of COVID-19, the Hotel has adapted the capacity and timetables of the breakfast shifts. When making your reservation or at the time of check-in, please specify the desired time for breakfast service. (8h until 8h55, 9h until 9h55, 10h until 10h55, 11h until 11h55). Please be punctual so that all guests can enjoy the service in optimal and safe conditions.

Upon booking the client accepts the following conditions.

Half board

In the half-board regime, dinner drinks are not included. A credit of 22 eur per adult and 11 eur per child is available for early booking of the Half Board. In addition, you will benefit from a 10% discount on your daily meal.

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.

Menus with packages

The packages with Spa and food include a closed menu. Drinks are not included.

General food and beverage regulations

No guest food or drinks are kept in the hotel refrigerators.

No picnics are allowed in the common areas of the hotel. In the rooms the guests will be able to eat any food they have brought from outside the hotel.

The hotel does not keep leftover drinks for health reasons. If the client wishes, he/she can take his/her leftover drink back to the room. It will not be possible to bring the bottle back to the restaurant the next day.

For reasons of health and responsibility, the client is not allowed to take food from the restaurant for excursions. The food may have been contaminated during the course of the day. Furthermore, the client is not allowed to bring food from outside the restaurant or drinks into the restaurant for the same reason.

The entire hotel is non-smoking.

We remind you that smoking is forbidden in all common areas of the hotel and in the rooms, except in the places provided for this purpose. In case of breach of this rule, the client will have to pay an extra charge of 250 eur per room.

Pets are accepted on request in the rooms with terrace located on the ground floor. Subject to previous communication to the hotel and availability.

We ask the owners of the pets to respect the coexistence with the rest of our guests, following these rules:

The management of the establishment has assigned a specific type and number of rooms for the accommodation of guests with pets: rooms with terrace located on the ground floor. Accommodation in other rooms that have not been designated for this purpose is not contemplated.

When entering or leaving the hotel the pet must be kept on a leash, in arms or in a transport box.

Pets are not allowed in the common areas (swimming pool, spa, lounges…) Your pet will be able to enjoy our patio, as long as it is tied up and does not disturb other customers.

You should never leave the hotel grounds leaving your pet alone in the room.

The owner must provide a contact mobile phone to the reception staff in case we need to contact you.

Do not allow the animal to climb on beds, sofas, armchairs, etc. If you want to dry or clean its legs after a walk, do not use the hotel towels. Ask for special towels and they will be provided.

The owner is responsible for damage and destruction caused beyond the cleaning of the room. Additional charges may be applied to your card in the event that the pet causes clutter, damage to furniture or hygiene problems.

If another guest complains about the barking, noise or behavior of your pet, you must take it out of the hotel.

You must have all the necessary legal documentation that may be required at any time by the Hotel Management. Your pet must have the appropriate medical certificates confirming up-to-date vaccinations.

The hotel has the option of putting a cradle in each room, as long as the client has previously contracted it.

Only children from 0 to 2 years old can sleep in the cribs.

The crib is free.

Babies up to 24 months are free sleeping in existing beds.

Any extra person, who is not registered in the reservation, must pay the corresponding supplement on arrival at the hotel, regardless of whether they occupy the same bed as their companion.

Children over 24 months of age must already pay the corresponding fee, regardless of whether they sleep in the parents’ bed.

The same applies to adults.

Due to hotel regulations, no more additional persons are allowed than the room allows.

If you hire a triple room and 4 people (over 24 months) show up, you will have to hire two double rooms, so you may be forced to change your room if there is availability of this type, or to hire another one in case of lack of availability.

To avoid any problem at the time of arrival, due to lack of availability of new distribution, we recommend you to hire the corresponding room for the total number of people that are.

If you have made an online reservation on our website, you must provide a credit card number in order to make the corresponding payment.

The credit card must be owned by the holder of 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 contracting on the website.

If you choose the non-refundable rate, the conditions of that rate apply. The total amount will be paid at the time of booking. The hotel will ask the client for an identity card or passport in order to issue the bill.

The hotel’s general regulations are available to all guests at the reception desk, and all guests are obliged to comply with them, exposing themselves to the payment of an extra charge or the possibility of immediate expulsion from our hotel in the event of non-compliance.

At the end of this page we attach a copy of the conditions of coexistence that are established in reception.

The hotel reserves the right of admission regardless of whether the client is booked through a travel agency or directly with the hotel. In the event that you have paid a deposit, the necessary arrangements will be made for the corresponding refund, as detailed in our general regulations.

The hotel reserves the right to judge the acceptable noise levels or behaviour of its guests.

The hotel will give prior notice to the client of his bad behavior. In case the client does not comply with the requests or any other regulation of the hotel, the hotel reserves the right to conclude any reservation or to terminate any event immediately, without being obliged to pay for any reason the reimbursement of the reservation or to process any compensation.

All hotel guests are responsible for their personal belongings, both in the common areas and in the rooms. If the client wishes to keep valuable personal objects, he has a safe in the room.

Whenever the hotel staff finds objects in the room after the guest has checked out, we will proceed to pack the object with the name of the owner of the reservation and room number. The hotel will keep the object(s) within a maximum period of 30 calendar days.

The hotel never processes the sending of the object by mail or by carrier, it must be the client who contacts and hires the services of some carrier, advising the hotel of the day and hour of the collection.

The food and/or drinks found in the room will not be kept due to health regulations.

The hotel manages different seasons, as our destination is very variable.

The seasons can be variable year after year, depending on the date of Easter, long weekends and holidays, etc. The dynamics of the application of tariffs 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 our reception 24 h : +34 956 926 444.

Pets

Pets are accepted on request in the rooms with terrace located on the ground floor. Subject to previous communication to the hotel and availability.

We ask the owners of the pets to respect the coexistence with the rest of our guests, following these rules:

The management of the establishment has assigned a specific type and number of rooms for the accommodation of guests with pets: rooms with terrace located on the ground floor. Accommodation in other rooms that have not been designated for this purpose is not contemplated.

When entering or leaving the hotel the pet must be kept on a leash, in arms or in a transport box.

Pets are not allowed in the common areas (swimming pool, spa, lounges…) Your pet will be able to enjoy our patio, as long as it is tied up and does not disturb other customers.

You should never leave the hotel grounds leaving your pet alone in the room.

The owner must provide a contact mobile phone to the reception staff in case we need to contact you.

Do not allow the animal to climb on beds, sofas, armchairs, etc. If you want to dry or clean its legs after a walk, do not use the hotel towels. Ask for special towels and they will be provided.

The owner is responsible for damage and destruction caused beyond the cleaning of the room. Additional charges may be applied to your card in the event that the pet causes clutter, damage to furniture or hygiene problems.

If another guest complains about the barking, noise or behavior of your pet, you must take it out of the hotel.

You must have all the necessary legal documentation that may be required at any time by the Hotel Management. Your pet must have the appropriate medical certificates confirming up-to-date vaccinations.

Payment cancellation conditions

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.

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.

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 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%.

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.

Spa

ADVANCE BOOKINGS It is necessary to book your treatment or spa in advance to ensure the availability you desire.

CONFIRMED BOOKING The booking is confirmed once availability has been confirmed and your personal and contact details required for the booking have been provided: name, email, telephone number and credit card number.

CANCELLATION POLICY Cancellation must be made within the indicated deadlines, otherwise, the corresponding cancellation charges will be applied.

SPECIAL PRICES Hotel guests benefit from special rates that can be downloaded from our website.

SPA PACKAGES Information on special spa packages or group packages can be obtained by contacting reception.

SPA LABEL We want to provide an atmosphere of peace and relaxation so we ask that you respect all spa guests and their right to privacy and quiet. We ask that you please silence your mobile devices at all times while on the premises and that you moderate your tone of voice at all times.

ARRIVAL AT THE SPA We ask that you arrive 10 minutes prior to your appointment. Please note that late arrivals will not receive an extension of scheduled treatments.

AGE REQUIREMENT The minimum age requirement for access to the spa and treatments is 12 years old. Minors must be accompanied by a responsible adult.

MEDICAL CONDITIONS Please advise us of any medical conditions, allergies and injuries that could affect your spa service. Professionals recommend pregnant women not to attend during the first 3 months of pregnancy, you can receive gentle treatments such as lymphatic drainage massage, circulatory leg massage, relaxation, etc. but avoid violent jets of water on your body and do not make sudden changes in temperature or stay in hot places for a long time.

LOSS OR DAMAGE The SPA is not responsible for loss or damage to personal items. Keep all valuables locked in your locker during your visit.

ACCIDENTS OR INJURIES La Residencia Puerto Spa will not be responsible for any accident or injury suffered by a guest.

RESTRICTIONS AND USE OF FACILITIES The use of alcohol and tobacco in the Spa facilities is strictly forbidden. The use of bathing suits and appropriate footwear is compulsory.

ADMISSION EXPULSION The hotel reserves the right to refuse admission to guests with a history of incidents or to expel guests who do not respect the Spa’s rules of coexistence and silence.

HARASSMENT POLICY The Hotel & Spa La Residencia Puerto has defined a strict policy of identifying harassment situations. All services at our spa are therapeutic in nature, any sexual or lewd behavior will result in termination of service without refund and a report to the authorities.

GIFT VOUCHER No cash or credit card refunds will be processed if you wish to cancel the gift voucher.

We recommend that you book your service in advance. Check availability and prices on our
website or at the hotel reception.

Handling of complaints and claims

OBJECT: In La Residencia Puerto we give great importance to the treatment of complaints and suggestions; it allows us to know the causes that generate dissatisfaction to our customers about the services received.

Obtaining suggestions from our guests allows us to implement improvement measures.

SCOPE: This regulation affects all complaints and suggestions received by customers.

DEFINITIONS: Complaint: claim or protest made to a representative of the hotel because of a disagreement or dissatisfaction of the customer with the products or services offered.

SUGGESTION: proposal or request made by the client whose purpose is to communicate to the company possible ways of improving the products and services offered.

RESPONSIBILITIES: those responsible for dealing with customer complaints and suggestions are the sector managers, who together with the Management offer a solution and take note of it. All the departments of the hotel will work focusing their efforts towards the same objective; to satisfy the needs of the client. To achieve this, they will follow the guidelines described below.

PROCEDURES – MANAGEMENT: the way we receive suggestions or complaints from our customers can be verbal or written. We receive them verbally through direct communication with the hotel staff during the stay and/or at check-out. We receive it in writing by email reservas@laresidenciatarifa.es, or through the questionnaire that our guests fill out on the last day of their stay.

ACTIONS AFTER THE SUGGESTION: when we receive a suggestion from a customer we register it in a book of suggestions/improvements. This is communicated to the quality manager or the manager of the establishment to evaluate it and determine the scope of the suggestion, i.e. who it affects and what impact it has. Then, if necessary, we implement and develop it.

After implementation, we carry out a follow-up to evaluate its effectiveness. We then respond to the client by detailing the measures undertaken 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 the 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.

Every week, each establishment takes its incident book to the Management Department for review and signature.

ACTIONS AFTER THE FORMAL COMPLAINT: when it is a formal complaint, we immediately deliver the complaint and suggestion form filled in by the customer to the Management, which will take the measures it deems appropriate to improve customer satisfaction.

We then respond to the customer provided he has previously requested it. Finally, we will check, if possible, your satisfaction with the solution offered.

COMPLAINT SHEETS: we have official complaint sheets available to customers who request them.