General conditions

TERMS &CONDITIONS 

Bookings will only be taken from people over the age of 25. HMR Holidays reserve the right to change or update this policy at anytime.

The following general property booking conditions are an inseparable part of the agreement between the occupant and HMR VILLA MANAGEMENT AND RENTAL S.L (HMR Villas), CIF B54679337, Calle Oviedo 92, 03724 Moraira. Email: info@hmrvillas.com.

Additionally, by booking one of our villas, you accept these terms and conditions.

 Your contract : By making a booking, you confirm that you have the authority to accept, and do accept, these booking conditions on behalf of your entire party. Please note that you must be at least 21 years of age to make a reservation with us. Your contract is with the property owner and will become legally binding once your deposit has been processed and you have received a confirmation email from us.

Included in the quoted price :  The quoted price includes : 

• The accommodation specified in your Booking Confirmation for the individuals listed on the booking form, in the stated property
• Local taxes, gas, water, electricity, and service charges (except for winter rentals)
• Bedding, towels, and tea towels are provided, with laundering of household linen included for stays of 12 nights or more. For stays of less than 12 nights, a linen change can be requested at a rate of €15 + VAT per person, payable locally. If beach towels are provided, they will be laundered at the end of your stay; however, guests are responsible for laundering them during their stay.

Not included in the quoted price :

• Travel insurance (strongly recommended)
• Transportation to and from the accommodation,
• beach/pool towels (unless otherwise specified)
• cots & highchairs
• late arrival fees
• any items or services listed as extras in the villa information section are not included

We do not provide welcome packs, food, or beverages (other than a welcome bottle of cava/wine and water). Guests are responsible for purchasing their own toiletries and toilet paper.

Payments :  We accept payments via Debit/Credit Card (VISA or MASTERCARD—unfortunately, we cannot accept AMERICAN EXPRESS) or by bank transfer (with the transfer fee to be covered by the sender). To confirm your booking, a deposit of approximately 30% is required, with the remaining balance due 30 days before your holiday begins. Please be aware that if the full payment is not received by this deadline, we reserve the right to cancel your booking, and your deposit will be forfeited. All credit and debit card payments will be processed in Euros, based on the exchange rate at the time of the transaction. For bookings made within 30 days of departure, full payment is required upfront to secure your reservation.

Alterations and Cancellations Should a cancellation be necessary by the client, then your deposit will be partially refundable under the following circumstances. All cancellations must be submitted by email. 

• More than 30 days before holiday – free cancellation
• Less than 30 days – NO REFUND

** Any cancellations should be covered by your holiday insurance, but it is important that this is purchased at the time of booking. When arranging insurance please make sure that you have enough “ground cover” in order to secure the rental element. 

*** Reasons of force majeure such as extreme weather conditions, local strikes, terrorism, and other unforeseeable circumstances etc., shall under no circumstances lead to the full or partial refund of the booking amount

Arrival and Departure times  The official rental period begins at 16:00 on the day of arrival and ends at 10:00 on the day of departure. However, we strive to be as flexible as possible, allowing access as soon as the property has been cleaned and prepared. If you have a later flight, we may be able to accommodate an extended stay beyond 10:00, depending on the arrival time of incoming guests (who have priority) and our cleaning schedule.

Arrival after 19h00 can be arranged, please let us know before your arrival. Late check-in fee : 50€  for arriva ls between 19h00 and 22h00 – 80€ for arrivals between 22h00 and 00h00. Arrivals after 00h00 can occasionnaly be arranged, please enquire. 

Your Guests The villa you have rented is exclusively reserved for the guests listed on your booking form. No additional persons are permitted to stay at the property unless previously agreed upon in writing and any applicable fees have been paid. We take over-occupancy very seriously, and if we discover that the villa is occupied by more guests than authorized, we will notify the local Guardia Civil. Guests will be ask to leave the property with no righ to refund. We also kindly remind our guests that groups where all members are under 25 years old are not permitted in any of our properties, and access will be denied in such cases. This policy does not apply to families with children.

Conditions in Spain Please be aware that interruptions to water and electricity supplies can occur unexpectedly. We cannot be made liable for general cuts arising in the area and guests will not be entitled to any compensations.  In some places, the electrical system may not handle multiple appliances running at once and could fail if overloaded. Additionally, barbecues may be prohibited in some areas, and maintenance of swimming pools and gardens might take place during your stay.

While most of our properties offer Satellite TV, reception can vary due to Spain’s position at the edge of the satellite footprint. As a result, some channels may fade or disappear early or mid-evening. This is not a fault but a common issue with satellite reception in Spain. Please note that TV reception here may differ from what you’re accustomed to in your home country and we cannot be made liable for it.

Swimming pools We cannot accept any liability for injury or death resulting from the use of the swimming pool at any holiday villa or apartment. For safety, children under 12 should never use the pool unsupervised. If your accommodation includes a pool, please be aware that sun creams, deodorants, hair sprays, and similar products can significantly disrupt the pool’s chemical balance. Not showering before entering the pool may lead to water discoloration and cloudiness, potentially rendering the pool unusable for up to 48 hours while we restore its balance and clarity.

Accidents and thefts  HMR Holidays and the property owner do not accept liability for any loss, damage, or injury (including but not limited to personal injury, illness, death, property damage, or theft) that you or your companions may experience during your stay. By booking the accommodation, you acknowledge that you are responsible for the safety and security of your own belongings and agree not to hold HMR Holidays or the property owner liable for any such incidents. To help minimize risks, please exercise caution when using the cooker and swimming pool areas, as these present additional hazards. Be sure to securely close and lock all doors and windows, especially when children or elderly individuals are present.

Cots and high chairs  Cots and high chairs are available for infants under two years old. If you require either item, please let us know at the time of booking so we can ensure they are ready for your arrival. Requests made less than 10 days before arrival cannot be guaranteed. The rental cost is €30 per cot and €25 per high chair, payable locally in cash.

Pets  Pets are permitted in some properties; please check with us before booking. The additional fee is €30/pet. We kindly ask guests to respect these rules, as some property owners do not allow animals.

• In properties that allow pets: If we are informed of the presence of an unauthorised animal, the pet fee will apply.

• In properties where pets are not allowed: Any unauthorised animal must be removed from the property. Failure to comply may result in you being asked to vacate the premises with no right to a refund.

Guests are also requested not to feed or allow stray cats or dogs inside the property.

Bookings Please note that your booking is not confirmed until we receive a deposit. Inquiries alone do not guarantee that your dates will be reserved. The property will remain available and will continue to be marketed until payment is received.

Online check-in : In compliance with current regulations, it is mandatory for all guests aged 14 and over to complete the online check-in form before arrival. We are legally unable to give you keys unless this step has been completed. This requirement applies even if you have stayed with us before, as all guest data is deleted from our system 30 days after departure.

GDPR : Pursuant to Statutory Law 15/1999 on protection of data of a personal nature, you are hereby notified that your data will be included in a customer database by this company, for business purposes and to send you further information. You may exercise your right to access, correct and cancel your information at any time.

BUILDING WORKS  Please be aware that construction work near your villa could potentially affect our description of its peacefulness or quietness. Such work can begin early in the morning and may occur at any time of the year ( outside of the townhall restricted timeframe 15/07 to 30/08). Due to the unpredictable nature of these activities, we cannot provide ongoing updates on their extent or impact.

If we learn within 30 days before your holiday that construction is taking place on a plot immediately adjacent to your property (not across the road or in a distant location), and if we believe it could significantly impact your enjoyment, we will inform you promptly. In this case, you have the following options:

a) Cancel your booking and receive a full refund for your accommodation.

b) Transfer your booking to another available villa for the same period, paying any difference if it is more expensive or receiving a refund if it is cheaper.

c) Change your booking to another available villa for a different period, paying any difference if it is more expensive or receiving a refund if it is cheaper.

d) Keep your existing reservation and accept the possibility of noise or dust affecting your stay.

If you choose option (d), please be aware that it is highly unlikely we will be able to relocate you to alternative accommodation upon arrival if you experience any inconvenience due to construction. Additionally, we cannot accept any claims for compensation related to disturbances from nearby building work. We are not responsible for, nor can we control, such activities, and no compensation will be provided for any impact they may have on your holiday.

COMPLAINTS & COMPENSATIONS –  We want you to enjoy a problem-free stay. If you encounter any issues during your holiday, you must report them to us immediately so we can investigate and resolve the matter while you are still in the property.

⚠️ Please note:

• Claims made after checkout from guests who did not report the issue during their stay will not be considered.

• We cannot resolve problems we are unaware of, and we will not provide compensation for complaints raised retrospectively.

Cleaning complaints
If you are dissatisfied with the cleanliness of the property, this must be reported within 24 hours of check-in. We will arrange for our cleaning team to return and correct any issues. Please note that cleaning-related complaints do not qualify for compensation claims.

Our response times

If you notify us of a problem with your accommodation, we will make every reasonable effort to address it within one working day of notification.
Please note that it is often difficult to arrange for tradespeople or service providers to attend on Saturdays, Sundays, or public holidays in our region. We will, however, do our best to provide a temporary solution until full repairs can be completed.

Conditions for compensation claims

We will only consider compensation claims if all of the following conditions are met:

• The issue was reported to us within 24 hours of discovery.
• We were unable to resolve the issue or provide a reasonable alternative during your stay.
• The issue significantly impacted your stay for more than 48 hours.

Compensation will not be offered if:

• The issue was not reported during your stay.

• You or a member of your party failed to take reasonable care to prevent the problem.

• The issue was caused by you or a member of your party.

• The issue was resolved within a reasonable timeframe.

• We provided similar alternative accommodation.

• The problem arose from events beyond our control (e.g., severe weather, local water or power outages, strikes, national/local health issues).

BREAKAGES AND DAMAGES

We have implemented a Damage Insurance policy to allow our guests to enjoy their stay without paying a large security deposit. This cover is included in the total rental price and is funded directly by HMR Holidays, not by an external insurance provider.

What is covered
This insurance covers accidental damage to small items in the property with a replacement or repair value of up to €300. Examples include:

• Broken glassware or kitchen utensils.

• Stained cushions, towels, or bed linen.

• An extra hour of cleaning beyond what is considered standard after departure

• Broken parasols.

• Small, easily cleanable stains on sofas,rugs or mattress protectors.

What is not covered

• Any form of personal loss, injury, or damage to guests or their belongings.

• Significant or structural damage to the property or its contents, whether caused intentionally or accidentally : for example broken windows, damaged flooring, major appliance repairs

• Excessive cleaning : if the cleaning team requires more than one extra hour to return the property to its original state (e.g., deep cleaning, removal of heavy stains, excessive rubbish).
• Damage or loss caused by third parties invited to the property by the booking holder.

• Damage caused by negligence, misuse, or failure to follow property guidelines.

• Removal of animal feces in pet-friendly properties 

Guest Liability

• All booking holders must provide a valid credit card before check-in to cover any damage above €300.

• By booking with us, you agree that you are personally liable for any damage caused by yourself, a member of your party, or any guests visiting the property during your stay.

• In cases of damage exceeding €300, the repair or replacement costs will be charged to the card provided.

Damage Reporting & Charges

• If any damage is identified by a member of our team during your stay or after your departure, we will notify you in writing within 48 hours of discovery.

• Evidence of the damage (e.g., photographs, videos, or written reports) will be provided.

• We will arrange repairs as quickly as possible and will provide quotes or invoices to justify any charges made against your card.

Additional Charges

• Rubbish bags must not be left in the property after checkout. A €20 per bag fee will be charged for any waste the cleaning company has to remove.

• If our cleaning team identifies evidence of an unauthorised pet in the property, a €30 fee will be applied retrospectively to your booking.