General conditions

1. Booking conditions

Reservations are formalized according to the different generic or specific conditions accepted at the time of initial confirmation of the same: selected dates, number of guests, number of nights, check-in and check-out times of the property, etc.

Any subsequent modification of the reservation conditions must be accepted by both parties, and any substantial alteration of these may have an additional cost.

 

2.- Cancellation conditions

General cancellation conditions: unless otherwise expressly specified. Cancellation 30 days or more before arrival, free cancellation. Cancellation between 30 and 14 days before arrival, 50% penalty of the reservation. Cancellation between 14 and 7 days before arrival, 100% penalty of the reservation. Reservations considered non-refundable will not be refunded at any time and must be paid at the time of booking.
Specific conditions: in the event that other cancellation policies are expressly advertised, these will apply in everything that expressly modifies the general conditions.
Cancellation conditions due to Covid-19 or similar: in the event of government prohibitions on the transit of passengers, both at the client's point of origin and at destination, the client will have the right to free cancellation.
To qualify for this exception to free cancellation, the reason for the cancellation must affect at least half of the clients and must consist of an express government prohibition of travel to Gran Canaria or of leaving the place of origin.

 

3. Security deposit

The formalization of the reservation entails the obligation of the client to constitute a security deposit of a variable amount depending on the property, and which serves as a guarantee against any serious breakage or damage to the property, additional expense incurred during the stay or for non-compliance with municipal civic ordinances. In the latter case, the agency may retain the amount necessary to cover any police or municipal fine provided that it is aware of such non-compliance: due to being notified directly by the Police, due to repeated complaints from several neighbours or due to direct knowledge of the agency staff.

Failure to pay this security deposit on time will have the effect, as well as failure to pay any other amount already agreed, of cancelling the reservation due to non-compliance with the payment schedule.

This deposit will be formalised by bank transfer within the period stipulated at the time of formalising the reservation and will be returned by the same means within a maximum period of 7 working days after leaving the property, in the bank account that the client will provide for this purpose.

4. Things that should not be flushed down the toilet

Please do not use the toilet as a waste bin. All our accommodations have waste bins in the bathrooms.

For the correct functioning of our ecosystem and to avoid problems with traffic jams, etc. NEVER throw away the following materials: wet wipes, tampons and pads, oils, condoms, medicines, baby packs, etc.

In the event of having a breakdown due to misuse, the client will pay the charge of the professional who must act and a fine of between 50 and 100 €, depending on the severity.

 

5. Animals and insects

We are on an island. Therefore, during a stage of the year, we may encounter mosquitoes and / or flies.

In accommodations with gardens and / or swimming pools, you must be especially careful not to leave soft drinks or open food, as they could attract excessive ants.

Most of our accommodations are legally and professionally sprayed to prevent this type of ants. In the case of rain, you will probably observe ants for a few hours, but in a limited time, they will disappear.

Both mosquitoes and other farm animals are unavoidable, and neither the accommodation provider nor Gran Canaria Stays assume any responsibility for any inconvenience caused.

 

6. Cleaning fee

All reservations involve the mandatory payment of a cleaning fee of a variable amount depending on the property reserved.

Payment of this fee guarantees that the property is delivered in adequate conditions of hygiene, disinfection and habitability.

The client must comply with the following premises at the end of the stay at the property:

Leave the kitchen utensils and equipment (pots, pans, glasses, cutlery, etc.) clean and placed in their corresponding place.
Leave the property free of trash or waste inside and must deposit said trash in the municipal containers located on the public road.

 

7. Consumption

All reservations include all consumption of running water, electricity and internet free of charge. Water, light or internet cuts are not common, but it must be taken into account that the municipal authorities may agree to temporarily cut off the supply due to breakdowns or work in the area. The extra pool heating service will always be paid as an additional cost of the reservation in cash on the day of arrival or before by bank transfer, and the price will be different in each accommodation (read the description of each property). The average pool heating temperature will be between 24 - 27 ºC.

 

8. Rules of coexistence

All municipal civic and coexistence rules must be complied with, both in the home and in public places, and the Police may sanction non-compliance with them.

Since the majority of the neighbours near the homes are permanent residents who are not on holiday, their rest times are normal and not as relaxed as they can be on holiday, so this circumstance must be understood and, without stopping enjoying the holidays, their rest must be respected.

In accordance with the Canary Islands Tourism Law, the agency must require those clients who seriously alter the rules of coexistence to leave the property within a maximum period of 24 hours. This measure is considered exceptional and only for “serious” breaches.

The basic rules of coexistence are similar to those that anyone may have in their place of origin, and consist of the following:

Prohibitions in the home
making noise between 9pm and 10am
the use of musical devices in the home at high volume, it should always be at medium-low volume.
the organisation of parties, events, stag parties, etc.
access by people other than those staying
jumping over walls, balconies or doors to access the property
making noise that disrupts the rest of the neighbours
Prohibitions on public roads
spitting, defecating, urinating or throwing rubbish in the street
depositing rubbish in inappropriate containers or outside permitted hours
drinking alcoholic beverages in groups
exhibitionism or sexual activities
damaging street furniture

 

9. Minimum age to book

Except for those properties that expressly and clearly require an older age, the minimum age required to make a booking is 22 years old. This requirement must be met by at least the person responsible for the booking. If you are not 22 years old at the time of booking, but you are 22 years old before the start date of the booking, the reservation may be accepted in the name of an adult family member, even if they are not staying at the property, which must be requested in advance from Gran Canaria Stays.

 

10. Promotional codes

The promotional codes provided by Gran Canaria Stays are valid only and exclusively on its own website, may consist of a percentage or quantitative discount and have a limited validity period that will be determined at the time the code is provided.

The agency reserves the right to, exceptionally, cancel or modify promotional codes that have already been issued but not yet redeemed.

 

11. Documentation

In accordance with current legislation on public safety, all guests must prove their identity, and the agency is responsible for collecting such data. To this end, a copy of the national identity document or passport of the person responsible for the reservation and/or the holder of the credit card used to pay for the reservation, if applicable, will be requested. The rest of the guests must provide all their identification data, without it being necessary in this case to provide a copy of the identification document. All these data and documentation must be provided prior to arrival at the property through the data form.

 

12. Accommodation keys and safe

In the event of loss of the accommodation keys or having to force a safe, the client must contact Gran Canaria Stays, who will send the professional to resolve the situation. The client must pay the bill directly to the professional. In case of loss, the cost will be €50 for each set of keys.

If the keys are left inside the accommodation, the opening fee will be €30

On weekends, the cost of opening the door, if the keys are left inside the accommodation, is €50

 

13. Maintenance and access to the property

To ensure the proper quality and chemical balance of the water, the swimming pool of the property is periodically maintained by accredited technicians of the company, who will access the pool area with their own key at the least intrusive times possible to respect the privacy of the clients as much as possible. Such access will be up to 2-3 days per week.

 

14. Non-presential reception/Self-check-in in some accommodations

At the entrance of some properties you will find a security box containing the keys with which you can access the accommodation. By entering the code that will be provided to you along with the check-in information, the front part of the box will move forward, allowing you access to the keys of the property. In the event of any problem with access to the keys, you will have the agency's 24-hour telephone contact available for assistance.

Once the box has been used, it is important that the correct code is not left in view of other people, so you must move the code once the box has been closed. This way your group can safely use the box to deposit the keys during your stay, giving all members of the same group greater freedom, regardless of the number of sets of keys available.

If upon entering the property you detect any incident, defect or damage caused prior to your arrival, we ask you to report it by email or WhatsApp during the first 24 hours of your stay in the house. We recommend that you take the necessary photos and attach them to your message. Our maintenance team will offer you assistance as soon as possible to remedy the reported deficiencies.

 

15. Early check-in

The early check-in service (before 3:00 p.m.) is subject to availability and the house can be cleaned.

Days before check-in, our team will be able to confirm the availability of the service, the earliest possible check-in time and the additional cost of said service, if applicable.

 

16. Self-check-out

When you are ready to leave (until 10:00 a.m. unless you have contracted the late check-out service or there is availability for it and under the agency's acceptance), you must leave the keys inside the house, on the dining room table. Whenever possible, you must leave a set of keys inside the security box located at the entrance of the property and with the code reset so that it is not visible to other people outside your group. The house must be left completely closed (doors and windows), and all air conditioners turned off, as well as throwing the trash in the nearest containers. If you wish and for your peace of mind, you can check the electricity meter reading before leaving.

 

17. Late check-out

The late check-out service (from 10:00 a.m.) is subject to availability and may incur an additional cost. This service is only confirmed in the days prior to departure.

If you accept the service, the client must confirm their interest in writing (via email or WhatsApp) indicating their departure time from the property.

Payment for this service will be made at the time of confirming the request, if applicable.

 

18. Emergency telephone number

We have a 24-hour telephone service available to assist clients during their stay in urgent situations. For any other type of non-urgent assistance, they must contact the office.

 

19. Incidents

We do everything possible to ensure the perfect condition of our properties. If you report any incident to us during your stay, our technical team will try to solve the problem as soon as possible.

 

20. Insurance

NEVER leave valuables or money in any visible place. The rental price does not include any optional insurance. We advise you to take out specific travel insurance.

 

21. Responsibility

Gran Canaria Stays explicitly declares that it acts as an intermediary between owners and tenants, and is only responsible for the correct information of the accommodation offered, the equipment indicated and its precise location. It declines all responsibility for any damage, accident, delay or other causes not related to the management of the rental of the property.

 

22. Claims and complaints

Any claim made after departure cannot be dealt with due to lack of criteria, therefore they will not be valid. Any complaint or suggestion must be dealt with during the stay, and Gran Canaria Stays has 48 hours to resolve any type of anomaly with the competent team. Gran Canaria Stays has the right to change accommodation, provided it is due to important causes.

 

23. Acceptance of the General Conditions

The fact of being part of the product offered and contracted in a reservation is the express acceptance by the tenant / client of each and every one of the General Conditions. To know all the claims that can be made, both the tenant and the Company must be presented before the Courts of the Courts of Las Palmas de Gran Canaria, waiving any jurisdiction. For any questions, contact Gran Canaria Stays, either by mail or by phone.