Terms and Conditions

Last updated: February 2025

Welcome to Stay Orihuela Costa. By making a reservation through our website, you agree to be bound by these Terms and Conditions. Please read them carefully before booking.

1. Booking and Payment

1.1 Reservation Confirmation

A booking is confirmed only after we receive payment. Until payment is received, dates are not guaranteed and the property remains available to other guests.

1.2 Payment Options

You may choose one of the following payment options:

• OPTION A – Full Payment (100%): Pay the complete booking amount at the time of reservation
• OPTION B – Deposit Payment (20%): Pay 20% now as a booking guarantee, with the remaining 80% due 7 days before your check-in date

Both options are accepted. Choose whichever suits you best.

1.3 The 20% Deposit is a NON-REFUNDABLE Guarantee

IMPORTANT – PLEASE READ CAREFULLY:

If you choose Option B (Deposit Payment), the 20% deposit functions as a BOOKING GUARANTEE. By paying this deposit:

• We block your chosen dates exclusively for you
• We remove the property from availability for those dates
• We reject other booking requests for the same period

The 20% deposit is NON-REFUNDABLE under ANY circumstances, including cancellation. This is because once we reserve your dates, we cannot offer them to other guests. The deposit compensates for this blocked availability.

By proceeding with your booking and payment, you explicitly acknowledge and accept that the deposit will not be returned if you cancel.

2. Cancellation Policy

2.1 If You Cancel Your Reservation

Regardless of the reason for cancellation:

• The 20% deposit is FORFEITED and will NOT be refunded
• If you paid the full amount (100%), we may consider a partial refund of the amount exceeding the 20% deposit, but this is NOT guaranteed
• Refund decisions are made at our sole discretion based on timing and circumstances

2.2 Medical Emergency Exception

In cases of documented serious medical emergency (hospitalization, serious illness), we may consider a partial refund of amounts paid beyond the 20% deposit. This requires:

• Official medical documentation (hospital admission letter, doctor’s certificate)
• Documentation must be in English or Spanish
• Immediate notification of cancellation
• Refund is evaluated case-by-case and is NOT guaranteed

Note: Even in medical emergencies, the 20% deposit remains non-refundable.

2.3 No-Show Policy

If you do not arrive on the check-in date without prior notice, the full booking amount will be retained. No refund will be given.

2.4 Why This Policy Exists

Holiday rentals have limited availability. When you book, we reserve those specific dates for you and turn away other potential guests. Last-minute cancellations leave us with empty dates that we often cannot rebook. The non-refundable deposit fairly compensates for this risk.

3. Balance Payment (If Deposit Option Chosen)

If you chose the 20% deposit option, the remaining 80% must be paid before check-in. Payment options for the balance:

• Card Payment: We will send you a secure payment link 7 days before check-in
• Bank Transfer: Transfer to our bank account (details provided after booking)
• Cash at Arrival: Pay the remaining balance in cash when you check in

Please confirm your preferred payment method when booking or contact us to arrange.

Failure to pay the balance by the due date may result in cancellation of your reservation, and the deposit will be forfeited.

4. Check-in and Check-out

• Check-in: From 4:00 PM (16:00)
• Check-out: By 10:00 AM (10:00)

Early check-in or late check-out may be available upon request and is subject to availability and additional fees.

5. Guest Responsibilities

5.1 Property Care

• Keep the property clean and tidy during your stay
• Report any damage or maintenance issues immediately
• Do not exceed the maximum occupancy stated in your booking
• Ensure all doors and windows are locked when leaving
• Dispose of rubbish in designated bins

5.2 Damage and Loss

Guests are liable for any damage caused to the property, furniture, appliances, or fittings during their stay. We reserve the right to charge the cost of repairs or replacement.

5.3 House Rules

• No smoking inside the property (terraces and outdoor areas only)
• No parties or events without prior written approval
• Quiet hours: 10:00 PM to 8:00 AM – please respect neighbors
• Pets: Only allowed in designated pet-friendly properties with prior agreement and pet fee

6. Liability Limitations

Stay Orihuela Costa shall not be liable for:

• Loss or theft of personal belongings
• Personal injury during your stay (except in cases of our proven negligence)
• Service interruptions beyond our control (electricity, water, internet outages)
• Noise or disturbance from neighboring properties
• Force majeure events (natural disasters, pandemics, government restrictions, etc.)

7. Privacy and Data Protection

We collect and process your personal data in accordance with our Privacy Policy and applicable data protection laws (GDPR). Your information is used for booking management, communication, and legal compliance only.

8. Modifications to Booking

Requests to change dates are subject to availability. If we can accommodate the change, we will do so. Date changes to peak season periods may incur additional costs.

9. Governing Law

These Terms and Conditions are governed by Spanish law. Any disputes shall be resolved in the courts of Alicante, Spain.

10. Contact Information

For questions about these Terms and Conditions:

• WhatsApp: +34 619 952 215
• Email: info@stayorihuelacosta.com

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By completing your booking and making payment, you confirm that you have read, understood, and agree to these Terms and Conditions, including the non-refundable nature of the booking deposit.