Condiciones Generales

Su reserva y contrato 

Estas condiciones se aplican a todas las reservas realizadas con HMR Holidays. Al efectuar una reserva, usted acepta estas condiciones en nombre de todas las personas que le acompañen.

• Con quién reserva: el contrato de alquiler se formaliza con el propietario de la villa. HMR Villa Management and Rental S.L. (HMR Holidays), CIF B54679337, Avenida Ángel Doménech 10, 03730 Jávea, Alicante, agencia de alquiler vacacional registrada con el número EGVT-731-A, gestiona la reserva y su estancia en nombre del propietario.

• Quién puede reservar: la persona titular de la reserva debe tener al menos 25 años y alojarse en la villa durante toda la estancia.

• Cuándo se confirma la reserva: una vez que hayamos recibido el depósito y le hayamos enviado el email de confirmación. Una consulta o un presupuesto

Reserva con Airbnb, Booking.com or Vrbo

Si reserva una de nuestras villas a través de una plataforma de reservas, se aplicarán a su reserva las condiciones de pago de dicha plataforma. Su política de cancelación estará adaptada a la nuestra.

El resto de estas condiciones seguirá siendo aplicable, incluidas las normas de la casa, el registro de entrada online, la cobertura por daños y la gestión de incidencias y reclamaciones.

Qué está incluido en el precio

All prices are in euros and include VAT.

Todos los precios están expresados en euros e incluyen el IVA.

Incluido

• El alojamiento en la villa durante las fechas y para el número de huéspedes indicados en la confirmación de su reserva.

• Electricidad, agua, gas y Wi-Fi ilimitado.

• Ropa de cama y toallas de baño (no se incluyen toallas de piscina), alfombrillas de baño y paños de cocina. Las camas estarán preparadas a su llegada.

• Aparcamiento en la villa.

• Limpieza final después de su salida.

• Tasas locales.

• Un pequeño detalle de bienvenida.

No incluido

• Seguro de viaje (muy recomendable).

• Transporte de ida y vuelta a la villa.

• Toallas de piscina: 4 € por unidad, en las villas con piscina privada.

• Cambio de ropa de cama y toallas para estancias de más de 7 noches: 9 € por persona.

• Servicio de limpieza durante su estancia, disponible bajo petición y con coste adicional.

• Cunas de viaje (50 €) y tronas (20 €).

• Pack de bienvenida completo: si desea contratarlo, deberá comunicárnoslo con antelación.

• Calefacción de la piscina, cuando esté disponible: 150 € por semana.

• Suplementos por llegadas tardías y desplazamientos fuera de horario (consulte los apartados siguientes).

Pagos

• Depósito: se deberá abonar el 30 % del importe total en el momento de realizar la reserva.

• Pago restante: el 70 % restante deberá abonarse un mes antes de su llegada. Le enviaremos un recordatorio. Si realiza la reserva con menos de un mes de antelación a la llegada, deberá abonar el importe total en el momento de reservar.

• Métodos de pago: mediante transferencia bancaria o tarjeta Visa o Mastercard. No aceptamos American Express. Los gastos bancarios derivados de las transferencias correrán a cargo del remitente.

• Reembolsos: se realizarán en la misma tarjeta o cuenta bancaria utilizada para efectuar el pago.

Modificaciones y cancelaciones

Modificación de su reserva

Puede modificar las fechas de su estancia o los nombres de las personas incluidas en la reserva sin coste adicional, sujeto a disponibilidad. Se aplicará el precio correspondiente a las nuevas fechas.

Cancelación de su reserva

Las cancelaciones deberán comunicarse por email.

• Más de 30 días antes de la llegada: cancelación gratuita, con reembolso íntegro de las cantidades abonadas.

• 30 días o menos antes de la llegada: no se realizará ningún reembolso.

• Salida anticipada, llegada tardía o un número de huéspedes inferior al reservado: no se realizará ningún reembolso por las noches o los huéspedes no utilizados.

Recomendamos contratar un seguro de viaje que cubra posibles cancelaciones en el momento de realizar la reserva.

Circunstancias ajenas a nuestro control

Si no puede viajar debido a circunstancias ajenas al control de cualquiera de las partes (como cancelaciones de vuelos, huelgas o condiciones meteorológicas extremas), pero la villa sigue estando disponible, se aplicarán las condiciones de cancelación indicadas anteriormente. En estos casos, contar con un seguro de viaje es la mejor forma de protegerse.

Si la propia villa no pudiera utilizarse, se aplicará lo establecido en el apartado 06.

Los alquileres vacacionales para fechas específicas están excluidos del derecho de desistimiento de 14 días que se aplica a determinadas compras realizadas online.

If we have to cancel your booking

Very occasionally, a villa may become unavailable for reasons beyond our control, for example serious damage, a flood or a major breakdown. If this happens:

• we will tell you as soon as we know;
• you are entitled to a full refund of everything you have paid; and
• we will help you find an alternative villa for your dates.

Arrival and departure

• Check-in: between 16:00 and 19:00. If the villa is ready earlier, we will happily let you in early. We can confirm this in the week before you arrive.
• Check-out: by 10:00. A later check-out is sometimes possible, free of charge, depending on the next booking. Just ask us in advance.
• Meeting you: one of our team meets you at the villa to hand over the keys. Please message us when you leave the airport and again when you leave the motorway.
• Late arrivals: check-in between 19:00 and midnight can be arranged in advance, with a fee paid in cash at the villa: €50 from 19:00 to 22:00, €80 from 22:00 to midnight. Arrivals after midnight are often possible, with a higher fee. Please ask.

Your party

• Only the guests named on your booking may stay overnight. Any change must be agreed with us in writing beforehand.
• The number of guests, including children, must not exceed the villa’s maximum occupancy.
• Groups in which every member is under 25 are not accepted, and access will be refused. This does not apply to families with children.
• Daytime visitors are welcome in small numbers, but please tell us first.

House rules and neighbours

Our villas are in residential areas, and our neighbours live here all year. By booking, you agree to these house rules:

• Noise: keep noise down, especially at night. No loud music outdoors after 23:00.
• Celebrations: small celebrations such as birthdays are welcome, as long as the number of people staying overnight doesn’t exceed the villa’s maximum. Please tell us in advance. Weddings and larger events need our written permission, and extra charges and guarantees may apply.
• Smoking: all villas are non-smoking. Please smoke outside only and dispose of ashes safely. If there is a strong smell of tobacco inside after you leave, a €150 cleaning fee will be charged.
• Rubbish: take your rubbish to the street containers regularly, sorted by colour, and empty all the bins before you leave.
• The villa: treat the villa and its contents with care, and follow the instructions in the villa guide.

If your party’s behaviour leads to police intervention, fines or repeated complaints from neighbours, we may ask you to leave the villa, depending on how serious it is, without a refund. The same applies to over-occupancy.

Who can enter the villa

During your stay, only two groups of people will come to the villa:

• The pool, garden and cleaning teams, usually once or twice a week. They are registered companies, and only authorised staff come to the villa. They aren’t managed by us, so we can’t always tell you the exact time.
• Our team, only with your permission, at a time we agree with you.

Please don’t let anyone else in, even if they say they are from an official organisation. Call us straight away if anyone asks to enter the villa.

Online check-in and your data

Spanish law requires every guest aged 16 and over to be registered with the authorities. Each guest completes our online check-in form before arrival. We are not allowed to hand over the keys until this is done. This applies even if you have stayed with us before, as guest details are deleted after each stay.

We use your personal details only to manage your booking and meet our legal obligations. We will only send you news or offers if you have agreed to it. You can ask us to see, correct or delete your data at any time by emailing info@hmrvillas.com. Our Privacy policy explains this in full.

Babies, children and pets

Babies and children

We can provide a travel cot (120 × 60 cm) for €50, with towels and a little surprise, and a high chair for €20. Please book them in advance so we can guarantee them. You can pay with your balance or in cash on arrival. Children under 12 must always be supervised around the pool.

Pets

Some of our villas welcome pets. Please ask us before booking. The fee is €50 per pet, to cover the extra cleaning.

• Pets must stay off sofas and beds and out of the pool. You are responsible for cleaning up after them and for any damage they cause.
• Pets may only stay in pet-friendly villas, as some owners and guests have severe allergies. If an undeclared pet is found in a pet-friendly villa, the pet fee will be charged. In other villas, the pet must leave, or you may be asked to leave without a refund.
• Please don’t feed stray cats or dogs, or let them into the villa.

Keys and security

• Lock all doors and windows whenever you go out and at night. Use the safe, if there is one, for valuables.
• Look after the keys and remotes you are given, and never leave them in the door.
• If you lose the keys or get locked out, we will come to help. Call-out fee: €30 during office hours, €50 outside office hours on weekdays, €100 at weekends. Replacing lost keys or remotes is charged at cost.

Living in Spain: utilities, pools and nature

Electricity, water and Wi-Fi

Electricity is expensive in Spain, so please use the air conditioning only in the rooms you are using, with doors and windows closed. Water and electricity cuts can happen in the area without warning. We will help where we can, but we are not responsible for general supply cuts. Wi-Fi speeds vary across Moraira and at busy times in summer. If you will be working remotely, ask us before booking.

Swimming pools

Please shower before swimming: sun cream, deodorant and hairspray upset the pool’s balance and can make the water cloudy for up to 48 hours while we treat it. Pool and garden maintenance takes place during your stay.

Nature

Moraira is green and close to the sea, so you may meet ants, mosquitoes and the occasional insect in the villa. In spring, keep children and pets away from pine processionary caterpillars, which can cause skin reactions.

Television

Satellite TV reception can vary in Spain, and some channels may fade in the evening. This is normal here and not a fault.

The villa and its description

We make sure each villa’s photos and description are accurate. Furniture, decoration or garden planting may change slightly over time. If anything at the villa is significantly different from its description, please tell us on arrival so we can help.

Building works nearby

Building work near a villa can affect how quiet it is. Work can start early in the morning, at any time of year except the town hall’s summer pause (15 July to 30 August). Because it is unpredictable, we can’t give ongoing updates on it.

If, within 30 days of your holiday, we learn of building work on a plot directly next to your villa (not across the road or further away) that we believe could seriously affect your stay, we will email you straight away. You can then:

• Cancel your booking and get a full refund for the accommodation.
• Move to another available villa for the same dates, paying or receiving the difference in price.
• Change to another available villa on different dates, paying or receiving the difference in price.
• Keep your booking and accept that there may be noise or dust.

If you keep your booking, it is very unlikely we can move you on arrival, and we can’t accept claims for compensation for building work we don’t control.

Accidents, liability and insurance

Please take care during your stay, especially around the pool, the cooker and stairs, and with children or elderly guests.

HMR Holidays holds civil liability insurance for the villas we manage. Except where a loss, damage or injury is caused by our negligence, by the owner’s, or where the law says otherwise, neither HMR Holidays nor the owner is responsible for:

• accidents or injuries caused by you or your party, including misuse of the pool or the villa’s equipment;
• loss of, theft of, or damage to your belongings or vehicles;
• events beyond our control, such as general water or power cuts, severe weather or strikes.

We strongly recommend travel insurance that covers cancellation, medical costs and your belongings.

Damage cover and breakages

Instead of a security deposit, every stay includes our own damage cover. It is part of the rental price and is funded by HMR Holidays, not by an insurance company.

What’s covered

Accidental damage to small items, up to a repair or replacement value of €400, for example:

• Broken glasses, plates or kitchen utensils.
• Stained cushions, towels or bed linen.
• Broken parasols or sunbeds.
• Small, easily cleaned stains on sofas, rugs or mattress protectors.
• Up to one extra hour of cleaning after you leave.

What’s not covered

• Deliberate damage, or damage caused by negligence, misuse or not following the house rules.
• Major or structural damage, such as broken windows, damaged floors or major appliance repairs.
• Excessive cleaning: more than one extra hour to return the villa to its normal state.
• Damage caused by visitors invited by your party.
• Personal injury, and loss of or damage to your own belongings.

Your card and how we charge

• The booking holder gives us a valid credit card before check-in. We keep the details for 10 days after departure, then delete them.
• If our team finds damage that isn’t covered, or above €400, we will tell you in writing within 48 hours, with photos or a report. Repairs are charged at cost, and we will send you the quote or invoice.
• If you disagree with a charge, reply to our email within 7 days and we will review it with you.

Other charges

• Rubbish bags left in the villa after check-out: €20 per bag.
• Strong tobacco smell inside the villa: €150.
• Undeclared pet: the €50 pet fee.

Problems and complaints

We want your stay to be trouble-free. If something isn’t right, tell us straight away so we can fix it while you are still in the villa. Our office hours are 10:00 to 18:00, and there is an emergency number for urgent problems at any time.

Cleaning

If you aren’t happy with the cleaning, tell us within 24 hours of check-in and our team will come back to put it right. Cleaning issues don’t qualify for compensation.

How quickly we respond

We aim to deal with any problem within one working day. Tradespeople are often hard to find on Saturdays, Sundays and public holidays here, but we will always look for a temporary solution until the repair is done.

When compensation can be considered

We will consider a compensation claim if all of these apply:

• You reported the problem within 24 hours of finding it.
• We couldn’t fix it, or offer a reasonable alternative, during your stay.
• It seriously affected your stay for more than 48 hours.

Compensation won’t be offered if the problem was caused by your party, was fixed within a reasonable time, was solved by moving you to a similar villa, or was caused by events beyond our control.

Formal complaints

To make a formal complaint, email info@hmrvillas.com. Official complaint forms (hojas de reclamaciones) are also available on request.

Winter lets

Winter lets of two months or more, from late October to late April, are made under a separate rental contract with its own terms for utilities, payments and cleaning. We send it to you before you book. See our Winter lets page for details.

Law, language and disputes

• These conditions are governed by Spanish law. Nothing in them affects your rights as a consumer.
• They are also published in Spanish, French and Dutch. If the versions differ, the English version applies.
• If you are unhappy with how we handled a complaint, you can contact the consumer authorities, or take the matter to the courts that consumer law allows.