Reglamento de regimen interno
Decree-Law 13/2020, of May 18, 1 of Andalusia, which, inter alia, establishes the measures related to hotel establishments, includes in its Chapter I their organization, as well as the regulation of their technical conditions and provision of services.
In this regard, article 25 of the aforementioned Decree-Law provides as follows:
1. Hotel establishments will possess internal regulations in order to set a series of mandatory rules for users during their stay, in compliance with Law 13/2011 of December 23, 2 and the present chapter.
2. These internal regulations will always be available for users in at least Spanish and English, and will be located in an easily accessible and visible spot in the establishment. These regulations must be published on the hotel website, if any.
3. The operating companies of hotel establishments may seek the assistance of the security forces to evict from them those who fail to comply with the internal regulations, fail to comply with the rules of social coexistence or intend to access or remain in them with a specific purpose, in compliance with the provisions of article 36.4 of Law 13/2011, of December 23.
4. Internal regulations will specify at least:
a) Admission conditions.
b) Coexistence and operational rules.
c) Information about the administrative organization and person responsible for addressing those matters concerning the hotel operation.
d) List of complementary services provided by companies other than the operating entity and identification of companies responsible for their provision.
e) Information to users about the facilities or services that pose a risk and the security measures adopted to mitigate such risks.
f) Admission of animals and conditions in this regard.
g) In general, all the circumstances that allow and contribute the usual development for the enjoyment of the installations, equipment and services.
In compliance with the aforementioned Decree-Law, this hotel establishment has drawn up Internal Regulations, which aims at setting a series of mandatory rules for users during their stay, users that we will hereafter call clients. These regulations are at all times available to you as a client, in both Spanish and English. They can be found on the bulletin board located in the reception area, as well as on our website.
Article 1.- Admission conditions
1.1.- This hotel is considered, for all purposes, as an establishment for public use, although admission or stay may be denied in the below situations:
a) Due to lack of accommodation capacity or facilities.
b) For failing to comply with any of the admission requirements.
c) For adopting behaviours that may cause danger or inconvenience to other people, being users or not, or for hindering the usual development of the activity.
1.2.- Our establishment may seek the assistance of the security forces to evict those who fail to comply with the present internal regulations, fail to comply with the rules of social coexistence or intend to access or remain in the establishment with a specific purpose other than its regular one.
Article 2.- Admission requirements
2.1.- It will be mandatory to fill up a registration card upon arrival in order to access the room. At this point, the client will be informed about his/her rights and obligations as a client, as well as the existence of the present internal regulations.
2.2.- While filling up the registration card, you will be requested to provide your official identity card to identify yourself and so that the hotel can fill up the corresponding entry card in compliance with the current regulation about record books and entry documents for travellers.
2.3.- Once the registration card has been completed, you will be given a copy, which will contain, at least, the name, classification and registration code in the Andalusian Tourism Registry of the Establishment, the identification of the room, the number of people occupying it, arrival and departure dates, the contracted meal plan and, when the accommodation contract has been signed between you and the hotel directly, the total price of the contracted stay, providing you, in this case, with the original document as a contract.
Article 3.- Rights.
You will find your rights as a client below:
a) Prior to contracting the accommodation period, you are entitled to receive truthful, sufficient, understandable and clear information, as well as the final price, including taxes and a breakdown, when applicable, of the amounts of any applicable increases or discounts to any possible offer.
b) Get the documents that prove the contract terms.
c) Access to our establishment in the contracted terms
d) Enjoy the services in the stipulated conditions.
e) Have your safety and that of your property, as well as your privacy, duly guaranteed in our hotel, and be informed of any circumstantial inconvenience that could alter your rest and tranquillity.
f) Receive information about the facilities or services that pose a risk to your health and the adopted safety measures.
g) Receive an invoice or receipt for the price paid for the services provided.
h) Make a complaint and get information on how to proceed to submit it and how we deal with it.
Article 4.- Obligations
You will find below your obligations as a client:
a) Follow coexistence and hygiene rules.
b) Respect the rules of the internal regime.
c) Respect the departure date leaving the room free.
d) Pay the contracted services at the time of receiving the invoice or within the agreed term. Making a complaint does not imply exemption from the payment.
e) Respect the establishment, as well as its facilities and equipment.
f) Respect the environment.
g) Respect the areas and facilities that may be restricted due to age, or contracted rates.
Operating and coexistence rules
Article 5.- Reservations
5.1.- Every reservation will include the dates of the stay, quantity and room type specifying a meal plan, cancellation policy, as well as any additional contracted services. The final price will be provided and it will be broken down detailing each concept, unless it has been offered as a package with an agreed final price.
5.2.- Prior to making the reservation and by means of the same method used or any other you may choose, you will be informed about your rights, obligations and cancellation policy that will be conditioned as follows:
a) If you cancel a reservation two days before arrival, you will be required to pay one night stay for every ten or fraction.
b) If you leave your room before the departure date stated in your reservation, you will be invoiced for the provided services until that moment, plus a penalty of one night stay for every ten or fraction of the stays not made.
c) If your fare is not refundable, the previously agreed conditions will apply.
d) If you need to cancel due to events of force majeure, including a situation of crisis or health emergency that affects your place of residence or the place where this establishment is located, the information stipulated in paragraphs a) and b) will not apply. Instead, you will receive a one-year voucher to stay with us on the same terms, subject to availability.
5.3.- Our confirmation to your booking will be considered as a tourist accommodation contract, leaving physical or electronic evidence available to you.
5.4.- Once your reservation has been confirmed, we will provide you with the type of room booked and the dates.
5.5.a.- If we confirm your reservation without requesting a prepayment as a deposit, this will be kept until the agreed time. If the time has not been agreed, the reservation will be kept until 8 p.m. of the indicated day.
5.5.b.- If a prepayment has been carried out, your reservation will be kept without time limitations for the amount of days the deposit covers, unless otherwise agreed.
Article 6.- Price
6.1.- You will be requested to pay for the contracted services at the time of receiving the invoice or within the term agreed. Making a complaint does not imply the exemption from the payment. In case of booking a stay of more than one week, the services can be invoiced weekly.
6.2.- Your payment can be done by means of a prior bank transfer, credit card or in cash up to the quantitative limit in force at any given time according to the law.
6.3.- If the payment for the services is required prior to their provision, we will expressly state it in our advertising.
6.4.- In case of requesting your bank card information, the advertising will state whether it is used as a guarantee of contract performance or as an advance payment.
6.5.- We reserve the right to demand that, when making a reservation, we require a prepayment as a deposit, which will be understood as a payment on account of the amount resulting from the services provided.
Article 7.- Occupancy period
7.1.- As a client, you will be entitled to access your room from 2 p.m. of the arrival date stipulated in your contract until 11:30 a.m. of the indicated departure date. On peak occupancy dates of the establishment, the delivery of your room may be delayed for a maximum period of time of two hours. This hotel establishment accepts only the following bank cards: VISA, MASTERCARD and DINERS CLUB. In any case, you can access the common facilities of our establishment from 12:00 noon on the day of your arrival.
7.2.- Unless otherwise agreed, the extension in the occupation of your room for a time longer than the contracted time will involve paying an established amount for a “late check-out”, which will have the additional cost of one extra night in its entirety. This must be notified at least 24 hours in advance.
7.3.- You can stay longer than specified in the admission document, provided there is a prior agreement and subject to availability. In case of agreement, it will be understood as an extension of the first contract and it will be stated in the same admission document.
7.4.- The occupancy and stay of two people in a double room that had previously been contracted as an individual one will not be allowed. In that case, the fixed rate for double use will apply.
Article 8.- Security safe box service and safe in the rooms.
8.1. The rooms of this establishment are equipped with safe boxes. This service is free of charge.
8.2.- Our hotel is not responsible for the loss or theft of money or valuables that are not deposited in the reception safe.
Article 9.- Cleaning service in the room
Room cleaning service is daily, from 9:00 a.m. to 3:00 p.m.
Article 10.- Prohibitions
10.1.- The occupancy and stay of two people in a double room that had been contracted as an individual one will not be allowed. In that case, the fixed rate for double use will apply. The occupancy and stay of more than two people in a double room or more than 3 people in a triple room, whether adults or children, will not be allowed.
10.2.- It is forbidden to smoke in the establishment except in those areas designated to that end.
10.3.- It is forbidden to bring food or drinks into the hotel and consume them inside.
10.4.- It is forbidden to hang towels or any other garment on the railing of the room terraces. The terrace has a clothesline that can be used to this end.
10.5.- Playing with balls and similar items is prohibited in areas not specifically designated for this use.
10.6.- Pets are not allowed in this establishment, except for those people accompanied by guide dogs due to visual dysfunctions.
Article 11.- Limitations
11.1.- Access to an area or facility of the hotel will be limited in the following cases:
a) When the established capacity has been reached to a maximum and in the meantime there is no availability of access.
b) When the closing time of the area or facility has been exceeded.
c) In case of not reaching the minimum age to access the area or facility according to current regulations.
d) When violent attitudes are shown or manifested, especially when someone behaves aggressively or causes altercations.
e) When an individual causes situations of danger or inconvenience to other users, or does not meet hygiene conditions. In particular, access or stay will be denied to people consuming drugs, narcotic or psychotropic substances or showing symptoms of having consumed them. The same applies for those who show signs of obvious behaviour of being intoxicated.
f) When wearing clothing or symbols that incite violence, racism, or xenophobia, as well as when not wearing the required clothing according to the area or facility.
11.2.- Our establishment may seek the assistance of the Security Forces to evict those who fail to comply with any of the limitations related to the former section.
11.3.- Any client participating in any of the situations described in section 9.1 of this article will be obliged to pay the expenses generated until the moment of access or permanence prohibition in the hotel area or facility.
Article 12.- Basic rules on clothing and cleanliness.
12.1.- With the exception of the hammock area and the swimming pool, the client must be covered with clothes and follow a dress code when required for some services, such as dinner.
12.2.- It is forbidden to walk barefoot in the establishment, with the exception of the hammock area and the swimming pool.
12.3.- Litter bins and ashtrays are to be used.
Article 13.- Advices and suggestions
1. Watch and control your luggage. Do not leave it unattended.
2. Watch and control your belongings in the swimming pool, do not leave them unattended.
3. Keep the door of your room closed while you are inside. Close your room door when you leave it, and try to open it again to make sure it is properly closed, even if you are away for a short time.
4. Close your luggage when you are not using it and place it in your closet. If the luggage has a lock, always use it.
5. Never display jewelry, money or valuables in your room.
6. Immediately notify the hotel management of any abnormal event that you notice. This includes people in a suspicious attitude in the corridor, repeated telephone calls from people who do not identify themselves, knocks on the door of your room from people you do not know, or in case of not finding anyone at the door when you open it.
7. If you forget or lose your key, only the reception staff is authorized to provide you with a new key to open your room.
8. If you smoke on the terrace of the room, our security measures require that you put out your cigarette before going to sleep.
9. Do not be upset if you are asked at the reception to identify yourself when requesting a new key. We do it for your safety.
10. When establishing social relations with unknown people, do not reveal the name of the establishment or your room number.
11. Never allow people into your room with deliveries that have not been requested.
12. Never talk about specific plans for future excursions, outings, etc., in public or with strangers.
13. If you would like your room to be made up, hang the “Please Make Up Room” sign on the outside of your room door. If you wish not to be disturbed, hang up the “Please Do Not Disturb” sign. Remember that room service ends at 3:00 p.m.
14. If you notice any type of damage or anomaly, contact reception.
15. The electrical installation in your room is 220 Volts.
16. Respect the areas in which the rooms are located during night time and napping hours. Avoid making unnecessary noise.
17. Please use the facilities properly, respecting the hotel’s furniture and gardens.
18. Please respect the schedules of all the hotel facilities.
19. We appreciate your participation in the event that, during your stay at the establishment, any disaster and evacuation drill is practiced.
20. Some timetables may change depending on the time of year.
Information on the administrative organization of the hotel
Article 14.- Doubts and Questions . In case of having doubts or questions regarding the operation of the hotel, you can contact the reception or customer service staff. They will gladly help you. If their help does not turn out satisfactory, the hotel director will be contacted, being this the maximum person in charge to solve any doubts or queries.
information on complementary services other than those provided directly by the hotel
Article 15.- Services provided by third parties.
15.1.- Our establishment offers excursions, services and experiences managed by companies other than the hotel operator. You will find information on this regard at the reception or by contacting our customer service.
15.2.- This hotel is not responsible for the services provided by companies other than the operator of this establishment.
Information on other services directly provided by the hotel
Article 16.- Services provided by the hotel
16.1.- This hotel offers the following services: Parking lot and Garage, Laundry, Restaurant and Bar, Swimming pool.
16.2.- You will find below the rules for each of the aforementioned services:
LAUNDRY USE FOR CLIENTS
You will find in your room information on the conditions of these services, their prices and operating hours. This establishment is not responsible for garments that shrink, fade or deteriorate due to their conditions or composition of use.
PARKING LOT AND GARAGE
This service is available exclusively for hotel users and subject to availability of parking spaces. This service is subject to the payment of a single daily fee per parked vehicle, amounting to €10,00 a day. When parking the vehicle, a single parking space must be occupied. For security reasons, vehicles are not allowed to park at the main entrance of the hotel or in the parking space 1.
The hotel is not responsible for any damage caused to your car park during its use.
RESTAURANT / BAR
The buffet is available from 8:30 a.m. to 10:30 a.m. for breakfast and from 2:00 p.m. to 10:00 p.m. for restaurant service. It is not allowed to take food out of the buffet. The indicated schedules can be modified for occupancy and operational reasons. It is not allowed to take food out of the breakfast buffet or the restaurant. An appropriate dress code is required in the restaurant area, therefore you will not be able to access the restaurant or the bar with a bathing suit.
The available products and the applicable rate are identified in the menu cards or rates of the bar and restaurant. No service will be exempted from being paid once requested or consumed.
Pool hours are from 10:00 a.m. to 8:00 p.m. in Summer and from 11:00 a.m. to 7:00 p.m. for the rest of the year. In the pool for adults, bathing and the use of the solarium area is not allowed for children and individuals under 18. Access to the pool will only be granted to clients staying in the establishment.
It is not allowed to move the pool furniture outside the pool area or solarium. It is, therefore, forbidden to take the sun loungers or umbrellas out of the enclosure. The use of sun loungers by the pool is free of charge.
The entry of street vendors and/or external masseurs is not allowed.
It is mandatory to use the shower before getting in the pool, as well as using a swimming cap in the indoor pool. Balls, mats, etc. may not be used in the pool, except floats for children. The establishment has a policy of “No Sunbed Reservations” so that all users have access to them. The staff of the establishment may remove items from the loungers that are not being used for at least 30 consecutive minutes, whenever there are other users waiting to make use of them. Thus, personal belongings will be transferred and deposited at the reception.
The use of room towels for the pool or beach is prohibited. We give you the possibility of buying towels for the exclusive use of the swimming pool or beach for a price of €10. It is forbidden to introduce glass or other glass-made items inside the pool and the beach area. The consumption of food and drinks in the pool/beach is prohibited if these have not been purchased at a point of sale of the hotel establishment. Please make use of the bins and ashtrays. SPA This service involves fees according to the treatment being contracted. Given the crisis generated by the pandemic, the SPA will remain closed to guarantee a healthy development of its activity, avoiding potential risks to your health. This service is only available for hotel users. Children under 12 are not allowed in the spa. Any underaged person must be accompanied at all times by an adult.
Information to users about the facilities or services that pose a risk and the adopted security measures.
Article 17.- Security on facilities and services.
17.1.- All the facilities or services of our hotel are equipped with measures that guarantee your safety at all times.
17.2.- However, if you consider that the use of any facility or service may pose a risk to your health or physical integrity, you are kindly requested to contact our customer service so you can be informed and your queries can be properly addressed.
17.3.- Nevertheless, if you have any doubts about the use of any facility or service that may pose a risk to your health or physical integrity, you can opt for another service or facility.
Emergencies or health crisis
Article 18.- Action protocols in the event of emergencies or health crises.
18.1.- Should the authorities declare an emergency situation or health crisis that affects or compromises the usual operation of the hotel, it will be announced on our website so that, as a client, you can get to know the measures that are being adopted and you can comply with them.
18.2.- Any client who, in an emergency situation or health crisis declared by the authorities, fails to comply with the measures adopted in this establishment may motivate the immediate termination of his/her accommodation contract. His/her stay may turn out canceled without the right to receive a refund, informing the competent authority.