Terms and Conditions
Sitges Hills Villas Terms & Conditions
- GENERAL
1.1 Sitges Hills Villas Ltd “SHV” acts as mediator on behalf of the Owner/s of the holiday accommodation (as defined below). Accordingly, any contract made is between the person making the booking (the “Holiday Guest”) and the Owner. A contract will be entered into, on the issue by SHV, of a booking confirmation.
1.2 In these booking terms and conditions, “you” and “your” means the Holiday Guest and all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as appropriate for the context. The “Owner” means the owner(s) of the property you book or wish to book through SHV or other person(s) who is legally able to enter into a contract with you for the rental of the property in accordance with these booking conditions.
1.3 SHV acts solely as mediator for the Owners. When you make a booking for a property, you will enter into a contract with the Owner for the use of the property. The Owners have agreed that these booking terms and conditions will form the basis of your contract with the Owner. Owners, however, reserve the right to vary or add to these conditions in relation to any particular booking. Where this is the case for your booking, we will advise you at the time of booking.
1.4 Bookings are only available in relation to accommodation and do not include any flights, transport or transfers to the property.
- BOOKING
2.1 All bookings are subject to these booking conditions. By asking us to make your booking with the Owner, the Holiday guest (also referred to as “lead name”) confirms that he/she and all persons named on the booking have read, understood and agreed to these booking terms and conditions. The lead name must be at least 25 years old, be a member of the party occupying the property and confirms he/she is authorised by you to make the booking on the basis of these booking terms and conditions. Bookings cannot be accepted from parties of young people of less than 21 years of age. The lead name is responsible for making all payments due in respect of the booking.
2.2 Bookings are not confirmed until we have processed payment and returned a booking confirmation to you via e-mail.
2.3 To confirm your booking we require a deposit of 30% of the rental fee. The deposit is non-refundable.
2.4 Where the Holiday Guest has special needs, such as a property suitable for the disabled or any other specific requirement, we will try to accommodate these accordingly. Such requirements must be specified at the time of booking. SHV cannot accept responsibility for special needs, unless specified during booking and confirmation is given by SHV. If you suffer from allergic reactions please take note that although certain properties are advertised as NOT allowing pets, we cannot guarantee that pets have never been in that property and cannot be held liable in such circumstances. Please also note, the strength of the winter and the wetness of the spring and the location of the property determine the number of mosquitoes and other insects in the summer. It is your responsibility to take measures to protect yourself as necessary, e.g. applying mosquito lotion or purchasing mosquito plugs or other products if necessary. SHV nor the Owner cannot be held responsible for the presence of mosquitos or other insect common in the area and/or any resulting inconveniences.
2.5 Six weeks before the arrival date the remaining 70% of the rental fee is to be paid. The refundable Damage Deposit is to be paid before entry to the property via cash, credit card if possible or PayPal before arrival. Failure to make this payment in time could result in your booking being cancelled and your deposit being lost. We are contractually obliged by the Owners to not allow access to the property unless we have received all payments due in full.
2.6 The rental fee that you have paid is the final price unless specifically stated otherwise. There is no additional VAT. Water, gas and electricity is normally included unless otherwise indicated. Supplements apply where it is clearly stated. Exceptions are also clearly stated.
2.7 Confirmed bookings cannot be cancelled or amended. We suggest you take out travel insurance to cover the need to cancel your accommodation. Relevant documentation and proof of original bookings can be provided.
- ARRIVAL
3.1 Before you arrive, please provide us with your correct arrival time so that we can plan your check-in. You must keep our services team informed of any changes or delays. Our services team will have your contact number and email in the event that we need to contact you with regards to your arrival time. Please send this information via email to services@sitgeshillsvillas.com.
3.2 Before your arrival we will e-mail you with directions to the property and we will also send you directions to the key collection point.
3.3 On your arrival day you should call our service team when you are about to leave the airport (or 1 hour prior to arriving at the key collection point if arriving by car). The property will be available from 4pm. However, we will always try to accommodate clients arriving early if we possibly can. (When booking flights, please bear in mind at what time you will be arriving at the property. During the high season, previous guests leave the property at 11:00 and then the property needs to be cleaned and prepared for you. Therefore, early property access during the high season is not possible in the majority of cases and thus should not be expected.)
3.4 Check-in is between 4pm and 8pm. We do provide an out of office hour check in service at the following cost – 8pm to 10pm 35€ – from 10pm to 12am 55€. To be paid to the concierge on arrival. Please make sure you arrange for this service at least 48 hours prior to arrival.
- DEPARTURE
4.1 On the day of departure, you should leave the rental property before or at 11 am. Failure to abide by these timings may result in additional charges for part or full days extended stay. If you need to leave the property at a later time, please ask if this is possible at check-in. We will try to meet your request if we do not have an early arrival the same day. If it is possible, you may stay until 6 pm but this will be subject to an additional charge of 50% of the rental price per night. Leaving any time after 6 pm will entail an additional charge corresponding to the full rental price per night.
4.2 On the day of your departure you should leave the property clean and tidy, dishes washed or left in the dishwasher (and the dishwasher put on), oven and BBQ cleaned (if used), furniture back in the place where found upon arrival and all (rubbish) waste correctly disposed of. (Please also refer to the check-out rules as set out in the guest folder at the property). Please note that we will have to charge additional cleaning costs for not complying with the above. The average charge per item is 20€ (in the case of undisposed rubbish the minimum charge will be 50€), which will be subtracted from the Damage Deposit. Please leave the keys on the kitchen table and close the door behind you after making sure that you have all your personal belongings with you and after ensuring that the main gate to the property, and/or garage door if you have parked in the property, is not locked with a key. We can book a taxi prior to your departure if you request one in advance.
4.3 We will retain lost property items for only 28 days from the date of departure. Items to be returned to you will be charged at a flat fee of 20€ plus package and postage. We do not accept responsibility for returning any items and do not return any food or drink.
- TOWELS AND LINEN
5.1 We provide free of charge 1 set of bed linen and towels for each guest unless otherwise indicated. Additional changes of bed linen and towels can be provided at a cost of 15€ per single set and 25€ per double bed set (plus a one-off service/transport fee of 20€). Private cleaning can also be arranged at 16.50€ per hour plus IVA.
5.2 Please DO NOT remove towels and other items from the rental property (i.e. Towels are NOT allowed to be taken to the beach). If you do not want to fill your suitcase with towels, you can rent them for the period of your stay from SHV at 5€ per towel.
5.3 We have noted that over the last 2-3 years some of the newer sun products unfortunately do damage the linen and towels beyond repair, leaving yellow staining post washing. We ask you kindly to apply such products in the required amount only and to let the cosmetic products be absorbed properly and shower before using towels and linen. We reserve the right to deduct the replacement cost of damaged towels and linen from the Damage Deposit, in the event of excessive towel and/or linen damage.
- SERVICES
6.1 Garden and pool maintenance is included in your booking and is frequently done very early in the morning to minimise disruption to you. (The pool/garden maintenance timetable is usually stated in the Guest information folder at the property.)
6.2 Bookings do not include daily cleaning, laundry, transport, catering or food. However, this can be arranged at an extra cost. Please contact our service team at services@sitgeshillsvillas.com for more information.
6.3 We also offer a wide variety of additional third-party services including for example boat tours, excursions, bicycle rental, private BBQs, food shopping services, birthday cakes and much more. Relevant information is provided in the Guest information folder at your property. If you are looking for something in particular and need assistance, please let us know as soon as possible and we are happy to help.
- NUMBER OF GUESTS
7.1 Each property has a recommended number of persons that can sleep at the property. Subject to the set-up of each property and conditions set by the Owner, we will try to accommodate your request for installing additional beds. There will be an extra cost per additional bed installed. Please discuss costs and suitability with our booking department.
7.2 We prepare the beds for the number of persons that have been confirmed on this booking form. No other persons are permitted to sleep in the property without prior agreement of the Owner. Occasional day guests are permitted to visit with you at the property without prior agreement of the Owner provided the number of additional guests at the property does not exceed 4 persons and the additional day guest abide by the booking conditions as set out herein and the House Rules.
- ALTERNATIVE ACCOMMODATION
8.1 Occasionally, it may be necessary to make a material change to the holiday arrangements for reasons such as withdrawal of a property from the SHV’s portfolio, flood damage, building maintenance or other unforeseen circumstance. In this event, SHV will endeavour to offer an alternative property of a comparable standard and price to the Holiday Guest. Should the only alternative property be of a higher price, SHV reserves the right to charge the difference. The Holiday Guest has the right to decline the alternative property for whatever reason (e.g. price, unsuitability etc.) in which case SHV will refund the full amount paid, but no other compensation would be payable. The liability of SHV is limited to, and cannot exceed, the amount paid by the Holiday Guest.
8.2 Please make sure you read the property description carefully. If you have any questions or special requirements, please let us know. We have individual rental agreements with the Owners and are unable to swap clients between properties.
- RESPONSIBILITIES OF THE HOLIDAY GUEST
9.1 You must keep the property and all furniture, contents, fittings, facilities, equipment, grounds and any swimming pool in the same condition as at the commencement of the holiday, and in the same state of cleanliness and general order in which they were found. No modification in the arrangement of the furniture shall be made without the express authorization of the owner, and it is forbidden to add additional furniture to the property during the rental period.
9.2 You will be responsible for payment for any breakages, loss or damage to the property or its contents caused by you or anyone you invite or allow into the property.
9.3 As a matter of curtsey to the Owner, we expect you to make our staff aware of any damage caused.
- RIGHT OF ENTRY
10.1 The Owner or a SHV staff member may inspect the property at any time during your stay, providing there is a member of your holiday party present. In the event of an emergency the Owner/manager/appointed repair person may enter the property to do the repairs and maintenance.
10.2 SHV and their representatives reserve the right to refuse admission or entry to the property to all or any persons, and may require all or any persons to leave the property, without refund, whom they consider to be in a material breach of these conditions. This includes persons who cause a nuisance or damage to holiday accommodation or conduct themselves in an offensive or disorderly manner. In such event SHV will not be liable for making any payment to the Holiday Guest and will retain all monies paid by the Holiday Guest.
- DAMAGE DEPOSIT
11.1 The Damage Deposit paid in accordance with Clause 2.5 will usually be refunded via the method it has been paid within five working days of your return from holiday, unless deductions are required. (Please note that if a Damage Deposit has been paid via credit card and thus is returned via the same method, the time the relevant funds are unblocked in your account depends on the conditions of your personal bank. The time may vary between 1 week and for some banks even up to 1 month.)
11.2 If any damage to the rental property or its contents, accidental or deliberate, including the loss of any items has been identified by the SHV check out team and/or Owner, we will inform you accordingly. We will then discuss with the Owner the best way to rectify such damage or loss. Please note SHV will make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs incurring to you at a minimum. Please note delays may occur whilst waiting for utility bills or proof of damage / the cost of repairing or replacing damaged, broken or lost items.
11.3 Any damage to the rental property or its contents, accidental or deliberate, including the loss of any items must be paid in full by you. The Owner is entitled to claim such sums from the lead name or any other member(s) of the party without having to prove they were personally responsible for the damage, loss or breakage. You must take out adequate travel insurance to cover this liability. We will deduct the relevant costs from your Damage Deposit. Any costs not covered by your deposit must be paid in full by you within 7 days of the payment demand by SHV and/or the Owner items. In the case of credit card payments the relevant sum will be deducted. Any amount of the Damage Deposit which remains after any deductions will be refunded as soon as we are able to do so.
11.4 The cost of the general utilities (water, electricity and gas) are included in the rental fee unless otherwise stated on the website or at the reservation stage. However, additional utility costs which are a result of misuse or damage caused by you, as well as other services used by you but not paid for, including any additional cleaning over and above the amount normally required on departure, will be charged to you. If the Damage Deposit paid is not sufficient to cover the cost of any and all such utilities and/or services, additional cleaning the Owner is entitled to recover any additional costs from you and you agree to indemnify the Owner against such additional costs.
11.5 Damage or loss may not be immediately obvious to the Owner upon your departure. The Owner reserves the right to charge you for any damage or loss noted in the property after your departure.
11.6 Where requested to do so by the Owner, we reserve the right to hold any Damage Deposit on the Owner’s behalf for longer if there is a dispute over damage or loss, or we are awaiting bills or proof of damage / the cost of repair or replacement.
11.7 We act only as a mediator. Any complaint or other issue which you may have in respect of the Damage Deposit or any deductions from the Damage Deposit should be addressed directly to the Owner. We cannot accept any responsibility or enter into any negotiations regarding this aspect of your contract with the Owner. We act solely on the instruction of the Owner.
11.8 If a claim against the Damage Deposit has to be made, SHV will apply a flat administration fee of 25€. If SHV has to purchase a replacement item, an additional charge of 50€ will apply to cover the cost of displacement and a shopping charge.
11.9. In the event of lost remote controls, the Owner reserves the right to charge for the replacement of the machine/motor itself, provided that it is not reasonable and practical to replace the lost remote control. This provision applies especially to hard-wired items such as ceiling fans and blinds.
11.10. You agree that, in situations where the loss of the remote control affects hard-wired devices, the Owner may determine the need for a replacement and, accordingly, apply a charge for the purchase of a new remote control. It is understood that, in some cases, replacement of remote controls for hardwired items may require the installation of a completely new device.
11.11. You agree to take the necessary measures to prevent the loss of remote controls and to immediately inform SHV, as the Owner’s representative, in the event of loss. The cost associated with the replacement of remote controls and/or the installation of a new device shall be the sole responsibility of you.
- NOISE
12.1 We hope you have a wonderful time and enjoy the mild evenings outside. However, please be aware of your neighbours. Loud music and parties are strictly prohibited. According to local laws and regulations noise must be kept to a minimum between 9 pm and 8 am. We would appreciate your full cooperation in this matter, and we hope you understand that these rules are necessary, as your rental property is located in a residential area with people that have to get up early and go to work. The quiet time in the evening for the neighbours should therefore be respected. On submitting this form, you agree to behave responsibly and correctly on behalf of your accompanying party as well as yourself. If you, or any of your accompanying party behaves in an unsuitable and incorrect manner, we reserve the right to ask you and your accompanying party to leave the rental property. From that moment on you will have no right to future claims or any form of compensation and you will lose all payments made including the rental fee and deposit.
- AIR-CONDITIONING AND FANS
13.1 We want you to feel as comfortable as possible, however we ask you kindly to use any fans and/or air-condition units sensibly and safely. Please switch them on only when needed, and switch them off, particularly when leaving the property for a day out in the sun. For air-condition units (if applicable), doors and windows need to be shut for the units to work properly. Units should not be left on continuously as this will cause the units to burn out and/or consume disproportionate amounts of electricity. Any damage resulting from the abusive use of fans/air-condition units will be deducted from Damage Deposit.
- VENTILATION AND HOUSING CARE
14.1. Guest’s Responsibility for Ventilation: You assume responsibility for ventilating the property and all rooms available for use on a regular basis. It is noted that in Spain, especially during the summer, humidity conditions can be high, and lack of ventilation increases the risk of mould and mildew.
14.2. Risk of damage due to lack of ventilation: Any damage or loss of income resulting from improper use, including lack of ventilation, shall be the sole responsibility of the Guest. This includes, but is not limited to, damage caused by mould growth due to lack of proper ventilation.
14.3. Ventilation of Air-Conditioned Rooms: It is especially crucial to ventilate rooms equipped with air conditioning systems, as the significant temperature difference with the surrounding environment can create conditions conducive to the formation of humidity. You are urged to ventilate these rooms by opening windows on a regular basis.
14.4. Ventilation of Ensuite Bathrooms: Ensuite bathrooms are required to be ventilated to the outside and not to rooms containing air-conditioning systems. Inadequate ventilation of these bathrooms may result in moisture build-up in the air conditioning units, which is the Guest’s responsibility to avoid.
14.5 Prevention of Damage and Loss: You agree to take all necessary measures to prevent damage and loss caused by lack of proper ventilation. This includes, but is not limited to, following the specific recommendations mentioned in this clause.
14.6. Inspection and Maintenance: The Owner and/or SHV reserves the right to carry out periodic inspections to ensure compliance with this clause. In the event of non-compliance, you shall be responsible for costs associated with repairing damage caused by lack of adequate ventilation.
- SWIMMING POOLS & GYMS
15.1 If your rental period is outside May – September, please check with us that the pool will be open, filled and ready for use. Pools are not heated unless otherwise advised.
15.2 Please note that swimming pools carry their own inherent risks. Upon arrival at the property you must take time to familiarise yourselves with the location, layout and depths of any swimming pool(s) at the property. Please take note of any instructions for use, which may be displayed. Young children must not be allowed to wander unaccompanied in the grounds of any property where there is a swimming pool. You are responsible for the safety of those using the pool at all times. Please also note that your pool is a private pool (even if it is shared with other properties). There is no rescue or lifeguard service nor pool surveillance. Children under 14 years are not allowed to use the pool without any adult supervision.
15.3 In the interest of hygiene, please ensure that all pool users shower (if a shower is made available) before using the pool, and that children use the bathroom before swimming.
15.4 Please observe pool safety at all times: do not dive into the pool, do not swim under the influence of alcohol and do not engage in any dangerous activities.
15.5 For safety reasons the use of glass in any form in the close proximity of or directly in the pool is strictly forbidden.
15.6 Please do not enter the pool shortly after having applied sun cream or other products. Please wait for the products to be absorbed by your skin before entering the pool. The grease of the creams is not removed via the pool chemicals and the pool will be left with a greasy film that is very difficult to clean and that will easily tip the pool water from being nice and clear to muggy and green.
15.7 You acknowledge and agree that any damage caused to the interior furnishings of the property due to the improper use of sunscreens shall not be considered part of normal wear and tear and it shall be your sole responsibility to cover the associated costs. It is clearly stated that damage caused to interior furnishings with the use of sunscreens, such as staining, discoloration or any other type of deterioration, shall not be considered part of normal wear and tear, and shall be the sole responsibility of you.
15.8 Every property has its own way of workings, please observe any additional pool use instructions as stated in the Additional Villa Information in your Guest information folder.
15.9 Children under 16 are forbidden to use the jacuzzi.
15.10 Any gyms, if applicable are used at your sole discretion and responsibility. Children under 16 are forbidden to enter and use a gym.
- SMOKING
16.1 The rental property is a non-smoking property. Please smoke only outside or on terraces and dispose of the cigarette ends appropriately and safely (fire risk!). Please note, additional cleaning charges will have to be applied if cigarette ends are left at the property, including the grounds.
- PETS
17.1 Pets are not allowed unless permission has been specifically granted.
17.2 If permission has been granted pets are strictly not allowed on soft furnishings (including the beds) and in the pool. On departure, the garden has to be left clean. Additional cleaning charges may apply.
- ALARM
18.1. Alarm Systems: Some properties have alarm systems available for the guests’ use. (Please note that, although an alarm system may be installed it may not be available (for various reasons) for use by guests – the availability is entirely at the discretion of the Owner and the Owner accepts no responsibility for the unavailability of any alarm system.)
18.2. Guest’s Responsibility: If an alarm system is made available for Guests’ use, the guest assumes responsibility for activating and deactivating the alarm systems according to the recommendations and guidelines provided by Owner/ SHV or the security system provider.
18.3 Activation in accordance with recommendations: You are required to activate the alarm system in accordance with the recommendations provided. Failure to properly activate may result in loss of security coverage and exempt Owner from liability for unauthorized events.
18.4. Notification of Problems: Any malfunction, damage or problem with the alarm systems must be reported immediately to SHV.
18.5. Repair Costs: You shall be responsible for the costs associated with repairing any damage caused by misuse or negligence in connection with the alarm systems.
18.6. Cooperation with Scheduled Maintenance: You shall cooperate with any scheduled maintenance of the alarm systems by providing the necessary access to authorized personnel.
18.7. Proper Use of Access Code: In the event that an access code is provided to the alarm system, you agree to maintain the confidentiality of such code and not to share it with unauthorized third parties.
18.8. Liability for False Alarms: Guest shall be responsible for costs associated with responding to false alarms caused by theuest’s negligence or misuse of the alarm systems.
- COMMERCIAL ACTIVITES
19.1 No commercial activity including commercial filming or photography can be carried out on the premises without prior agreement in writing. If you require the property for commercial purposes, please contact us for details.
- LIABILITY
20.1 We act only as mediator for the Owner. We cannot accept any liability for any act(s) or omission(s) of the Owner or anyone representing, or employed, contracted or otherwise used by, the Owner. Further, we cannot accept any liability for any shortcomings or defects with or in any property as all properties are within the sole control of the Owners.
20.2 Our maximum liability to you if we are found to be at fault in relation to any service, we provide is limited to the commission we have earned or are due to earn in relation to the booking in question.
20.3 No responsibility is accepted by the Owner or Sitges Hills Villas or any third party contracted by Sitges Hills Villas for any consequential loss, damage, or personal injury as a result of your stay at the rental property. No responsibility is accepted for any items belonging to guests that are damaged, lost or stolen from the rental property. Items belonging to guests are not insured by us and we recommend that you have your own holiday insurance for your belongings.
20.4 The Owner and SHV cannot be held responsible for noise or disturbance originating beyond the boundaries of the property or which is beyond the Owner’s control. In the event that a source of reasonably obvious noise has been in existence prior to your arrival and we are informed of this, we will endeavour to contact you to inform you of the disturbance.
20.5 The Owner and SHV cannot be held responsible for the breakdown of, or technical problems with, mechanical equipment such as pumps, boilers, swimming pool filtration systems or domestic equipment, nor for the failure or non- availability, for any period of time, of utilities such as water, gas and electricity.
20.6 The Owner and SHV cannot be held responsible for any event or circumstance which is beyond his/her/its control or for the consequences of any such event or circumstance including any resulting loss or damage.
20.7 Force Majeure: SHV shall not be liable for changes, cancellations, or any other effect on the holiday, due to any event, which with all due care could not be foreseen or avoided.
20.8 It is a condition of your contract with the Owner that all members of the party have comprehensive travel insurance which includes cancellation insurance and cover for damage or loss to the property and medical cover. We do not check insurance policies; however, we reserve the right to request written details (insurer’s name, policy number and emergency contact number) of your policy.
20.9 We will do everything in our power to make sure that the details of the property description are correct and as accurate as possible. We will assume no responsibility for any errors or omissions that may occur. Distances and measurements are approximate. Facilities available are correct at time of publishing and cannot be guaranteed. No responsibility can be accepted for the climate, the natural or built environment, local conditions, traditions or practices, interruption to or breakdown of any service including public services, water and electricity supply and any consequential effect thereof. We reserve the right to change the published information on the website at any time including prices, descriptions, and photos.
21.COMPLAINTS
21.1 We have a friendly personal relationship with the guests. We very rarely receive any complaints; however, it is important to inform you of the correct procedure. If you encounter any problems or malfunction in the rental property, you MUST bring this to our attention during your stay. This gives us the opportunity to rectify the matter quickly. Any complaint received after departure will not be accepted. You should contact our service team, preferably via email on services@sitgeshillsvillas.com or + 34 603 567 499 who will liaise with the Owner to try to solve the problem ASAP.
21.2 Complaints received at the end of the holiday will not be accepted.
- TERMS AND CONDITIONS
22.1 We reserves the right to update any of these booking conditions at any time if it is deemed necessary, and in the interest of the company.
22.2 Any additional terms and conditions which apply to a particular rental property are set out in the House Rules and Additional Villa Information form part of these booking conditions. The House Rules and Additional Villa Information are located in the Guest Information Folder at the property and are also available upon request.
22.3 Our Privacy Policy is published on our website and forms part of this agreement.
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