General Rental Conditions

General Rental Conditions

1. PAYMENT

1.1 Payment through the website

To confirm your reservation, you must make an advance payment of 100% of the total amount of the reservation fee. One week before your arrival date, you will receive an email with the entrance code to the apartment and the exact address of the property. The keys will not be delivered without prior payment of the full reservation fee.
The maximum period to confirm your reservation and issue prepayment is 5 working days from receipt of this message. If payment has not been received within this period, the reservation will be automatically cancelled without prior notice. This deposit will not be returned under any circumstances * in case of cancellation of the reservation.
Upon receipt of payment, you will receive a confirmation email. The rental price includes utilities (water, electricity, gas) and maintenance of the garden and pool, if applicable.

—- Please do not forget the identy papers (ID or passport) of the people who will be staying in the apartments —-

Tax on stays in tourist establishments: € 1.00/night per person, with a maximum of 7 nights. Except for people aged 16 or under.

1.2 Payment for reservations via email

To confirm your reservation, you must make an advance payment of 40% of the total reservation fee. The rest of the fee must be paid before receiving the entry code or when you collect the keys to the accommodation from our offices. The keys will not be delivered without prior payment of the full reservation fee.

The maximum period to confirm the reservation and issue prepayment is 5 working days from receipt of this message. If payment has not been received within this period, the reservation will be automatically cancelled without prior notice. This deposit will not be returned under any circumstances * in case of cancellation of the reservation.

Upon receipt of payment, you will receive a confirmation email. The rental price includes utilities (water, electricity, gas) and the maintenance of the garden and pool, if applicable.

—- Please do not forget the identy papers (ID or passport) of the people who will be staying in the apartments —-

Tax on stays in tourist establishments: € 1.00/night per person, with a maximum of 7 nights. Except for people aged 16 or under.

2. SERVICES

The properties are rented with bed linens (sheets and towels). If a guest desires an extra change of linens, they can request it at Casa Arena and pay the amount of € 20.00 per person.

The price of the reservation will be increased by an amount of € 65.00, € 85.00 or € 100.00 (depending on the type of property) for final cleaning.

3. CANCELLATION POLICY

Free cancellation, from the day you made the first payment up to 61 calendar days before the check-in date.

If a customer cancels between 60 to 43 calendar days before the arrival date, 40% of all nights will be charged, plus administration fees.

If a customer cancels up to 42 calendar days before the arrival date, 100% of the total reservation fee will be charged, plus administration fees.

The corresponding fee will be charged directly to the card number provided when making the reservation.

4. DEPOSIT

Upon confirmation of the reservation, you will be required to provide a PDF or photocopy of the credit card, as well as the identity documents of all the occupants of the rental accommodation. Likewise, you must also sign the corresponding document that authorises us to charge a fee for any damages that may have been caused to the property. In the event of any damages, it must be notified within a maximum of 3 working days, and Casa Arena will have 15 working days to collect the corresponding fee.

5. CHECK-IN TIME

Arrival time will be between 16.00 and 19.00. If you are unable to arrive during these hours, please inform Casa Arena in advance, via email at info@casaarena.eu or by telephone at +34 972 100 667. If it is an emergency, please call +34 674 503 952.

6. CHECK-OUT TIME

Guests must check out before 11 a.m. If keys have been provided, guests must return all keys to our Casa Arena office, located in Avinguda Mestral 4 in Llançà.

7. CUSTOMER OBLIGATIONS

  • Subleasing is expressly prohibited.
  • It is strictly prohibited to smoke inside the accommodation. Casa Arena reserves the right to charge a € 250.00 fee on the card provided as guarantee for the management of odors caused by any type of tobacco.
  • Animals are not allowed under any circumstances.
  • Furniture and contents should be left as found on arrival. Any damages caused to the accommodation must be notified to Casa Arena immediately. All customers who misuse the property’s amenities are liable to eviction without the right to a refund and will be required to compensate Casa Arena for the damages caused, agreeing in any case to pay for them via the credit card that was provided as guarantee. The tenant must respect the occupancy limit of the property, indicated by Casa Arena. In the event that this occupancy limit is exceeded, Casa Arena may cancel the reservation and proceed to evict the tenants immediately, without them being entitled to compensation or a refund of the total amount of the reservation fee. As for the use of the pool, when applicable, minors must be supervised at all times by an adult. The tenant exempts the Property from any liability in this regard. It is also strictly prohibited to handle the pool machinery, as well as the products. Neighbourhood and community rules must be respected. Please treat the property as if it were your own and leave it tidy when you leave the home. If you wish, you can request an additional cleaning service. On the day of departure, the kitchen must be clean and any rubbish must be thrown out in the public bins that are located in the corresponding areas, if not, your card will be charged a € 250 fee. If you have any complaints about issues at the accommodation at the time of arrival, these must be immediately submitted to Casa Arena in writing during the first few hours. In case of not receiving any complaints after this period of time, Casa Arena will make the guests responsible for the possible damages. If you have any complaints about the cleanliness of the home, you must notify us immediately.

Accommodation inventory

On the day of arrival, you will be given an inventory list containing the items of furniture and equipment included in the accommodation, along with a description of their condition. Upon arrival at the home, the customer will have 48 hours to report any item whose condition does not correspond to the description provided in the list.

If the customer does not report the items whose condition does not correspond to the description provided, they will be considered responsible for the damages caused to these items and the repair fee will be deducted from the deposit.

Each accommodation has the necessary utensils for the number of people occupying it. The customer will not be able to lodge a complaint about utensils or furniture that are not included in the inventory list, since, even if they are in the accommodation, they have not been advertised or appear in any of the descriptions that have been hired.

8. ADDITIONAL

Any representative of Casa Arena (including technicians) may have access to the home at any time to carry out an inspection or to solve a problem. We will try, in any case, to warn you before accessing the accommodation.

The tenant releases the property from any liability in the event of irregularities in the water supply, electricity, gas, telephone, and Wi-Fi services attributable to the utility company. Casa Arena will be free from any liability arising from inconveniences caused by works outside the property or public or private demonstrations.

The Property will not be held liable for damages caused by natural phenomena affecting the property.

Guest identification

A few days before arrival, you will receive an email requesting the personal information of all guests (name, surname, nationality, ID, date of issue of the ID, and date of birth). Any customer who does not provide this information must do so at the time of arrival by contacting CASA ARENA.

We will provide this personal data to the National Police to comply with Article 12.1 of Organic Law 1/1992 on the protection of public safety.

COVID-19

Due to the recent pandemic, all rental reservations that are affected by the legal impossibility to travel during the rental period will be cancelled and customers will be reimbursed 95% of the fees, the remaining 5% being for administration and return expenses.

You must be able to demonstrate you are unable to travel in order to obtain reimbursement (e.g. a positive PCR test, new government measures, etc.)