Information about your reservation and cancellation policy

THE REAL TORNERO, ARACENA, SPAIN

• Holiday Price – your holiday price is guaranteed for the agreed letting period, once a deposit of 25% of the total value has been received. The deposit is non-refundable and we strongly advise you to insure your holiday as soon as your booking is confirmed. The deposit is payable at the time of booking, with the balance due 6 weeks prior to arrival. Full payment is due if the booking is within 6 weeks of arrival.
• Check in/Check out – check in is at 4.00 p.m. on the day of arrival. We ask you to adhere to this timing in order to allow our cleaning team to progress without interruption. Please advise if you are going to arrive later. Check out on your day of departure will be 10.00 a.m.
• Changeover day – changeover day is Friday/Saturday. Other days may be available by special arrangement depending on availability.
• Sleeping capacity – you must include all members in your party on the booking form which will be sent a maximum of 6 weeks prior to your arrival. Please do not exceed the declared number without prior agreement. We reserve the right to deny access to persons not named on the booking form.
• Breakage deposit – a breakage deposit of €300 will be taken. This will be refunded within 15 working days from the end of your stay, less the cost of any breakages or damage or exceptional cleaning. 
• Care of the The Real Tornero – we ask you to respect the property, its contents and all amenities provided. On the changeover day, following the departure of the previous guests in the morning, the accommodation will be thoroughly cleaned and prepared prior to your arrival. However, there is only a limited amount of time in which to prepare the the house so we ask you to dispose of all foodstuffs etc. on your departure and to leave the house in a clean condition. We reserve the right to charge a one-off cleaning fee of €100 to cover any exceptional cleaning requirements at the end of your stay (this includes in extreme circumstances staining and damage of upholstery/linen/towels due to bleach/urine/ sun cream and feces) and this will be deducted from your security deposit. The house is cleaned and all linen is changed weekly. This is included in your rental.
• Organising your arrival – In the week prior to the start of your holiday, please let us know your estimated time of arrival and a mobile number, so that we can pass this information on to our agent. This will help them to organise their day properly and to ensure that they are there to meet you at the agreed time. If your arrival is significantly delayed, for any reason (e.g. there is a flight delay), please contact us so that we can advise our agent of the change.
• Utilities – the cost of electricity and water is included in your rental charge between April and October. From November to March there will be a surcharge for central heating and firewood.
• Linen – all linen is included in your rental charge. We ask that the bathroom towels are not used around the pool. Please use the swimming towels provided. Please do not sit on any of the upholstery in wet bathing suits or when lathered in sun cream. 
• Swimming pool – the pool and its surrounds are cleaned once a week which is included in your rental. Parents are responsible for the supervision of their children using the pool area at all times and children should not be allowed under any circumstances near the pool without adult supervision. The pool is gated but must be snibbed.
• Smoking – the house is strictly non smoking. If there is ANY evidence of smoking inside any of the house, none of the safety deposit will be returned. Buckets with sand and ashtrays are provided in designated areas – please use them. With the heat and the drought we are experiencing in Spain, a flicked cigarette end can start a raging forest fire. You do not want to be the person to start a fire! Please take this point very seriously.
• BBQ –  the house is equipped with a gas BBQ (and a gas canister will be provided) which for safety reasons should only be used on the terrace, away from dry grass and other fire hazards.
• Babies/Toddlers/Children – Use of cot, highchair and other accessories for babies/toddlers are included in price and babies are not included in maximum number of guests allowed. Please inform agency what you need for your baby/toddler – we may have it and it would save you bringing. A maximum of three mattresses can be provided for extra children on top of the maximum number of guests allowed and will be charged at €100 per child and mattress per week.
• Gates – We have provided gates for safety to keep children safe e.g at top of stairs to library, stairs to/from courtyard and kitchen down to lower level and then around the swimming pool. It is the responsibility of the adult guests to make sure that these remain shut and snibbed at all times if there are children present. 
• Disabled/Elderly Clients – please check the suitability of the property with us if your party includes anyone who may be inconvenienced.
• Quiet Hours – the house is located in a national park. Our neighbours have chosen to live there not only for the beauty but also for the peace and tranquility. We ask you to respect this and keep all noise/loud music to a minimum during the hours of 11.30pm and 11.30am. If there are complaints or the police are called, it is the responsibility of the guests to pay for any fines given.
• Air conditioning – is provided in the main living areas of the house and all the bedrooms. Standing fans are also provided in the bedrooms. Please do not leave air conditioning/fans running while the rooms/house is not in use. The most affective way of keeping the house cool is doing as the Spanish do and keeping all shutters shut during the day to keep out the worst of the heat. The houses are built to remain cool but only if this unwritten rule is followed. 
• Pets – Cat friendly pets considered. Please ask agent if you wish to bring your pet with you. The Real Tornero has a cat ‘Mariposa’ who lives on the property as caretaker. She is incredibly friendly and does her job with distinction so please be kind to her when you see her.
• Loss of property or personal damage – the owners/agents accept no responsibility for any loss of property or personal damage caused to guests during their stay at the The Real Tornero or any of its grounds (25 hectares).
• Cancellation – if you cancel your booking with us, the following payments will become due:
  – Within 6 weeks of arrival: 100% of invoice amount
  – Between 6 weeks & 12 weeks of arrival: 50% of invoice amount
  – More than 12 weeks of arrival: deposit forfeited

We undertake to do our utmost to re-let the cancelled period. If we are successful, your loss will be limited to the deposit only, which will be used to offset our administrative costs. In these circumstances, we will refund you the balance in full.

Please sign below to accept the foregoing Terms & Conditions.

Retain a copy for yourselves and return one copy, along with the completed Booking Form and deposit to : Alice Pilcher at alicepilcher@gmail.com (tel: 0034 638 901 913) 

Signed:

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