Prepare your stay

🔗 Quick links:

• 📋 Arrival and departure instructions
• 💳 Security deposit
• 🔒 Legal guest registration
• 📏 House rules in our homes
• 🚨 Emergencies
• 📶 Wi-Fi
• 📺 IPTV
• ⚡ Electricity
• 🧾 FAQ – For guests

📋 Arrival and departure instructions

📍 Address
• The exact address of your home will be sent to you 3 days before your arrival (e-mail / WhatsApp).

🔑 Welcome and key handover
We welcome you in person, both on arrival and on departure: we meet you at the entrance of the complex, show you around the home and explain everything you need to get your stay off to a good start.
• Welcome fee on arrival (check-in): €20
• Key handover fee on departure (check-out): €20
• That is €40 in total, payable in cash on arrival.

🕒 Your arrival (check-in)
• Arrival time: from 16:00 until 23:00.
• Arrival after 23:00: €30 surcharge in cash.
• Arrival on 24, 25, 31 December and 1 January: €100 surcharge (whatever the time).
• Please let us know your arrival time 1 hour in advance (or when leaving the airport) via WhatsApp: +34 604 470 876.

⏱️ Arriving before 16:00
• Only possible if the home is free and cleaning is finished.
• €30 surcharge in cash.
• On request, we will confirm whether it is possible as soon as we can.

🧳 Your departure (check-out)
• Departure time: between 07:00 and 10:00 (the €20 key handover fee has already been paid on arrival).
• Departure before 07:00: €30 surcharge in cash.
• Departure on 24, 25, 31 December and 1 January: €100 surcharge (whatever the time).
• After 10:00: in principle not possible (time needed to prepare the home).
• As on arrival, we come in person to collect the keys and check that everything went well.

🧼 Before you leave
• Empty the fridge, the dishwasher and the bins.
• Clean the barbecue if there is one.
• Report any damage.
• We will message you the day before to agree on your departure time.

💳 Security deposit

• Booking via Airbnb: no deposit; incidents are handled under Airbnb's own programme.

• Bookings via our website and all other platforms – card payment: pre-authorisation of €350 for an apartment and €500 for a villa (amount not charged, only temporarily held).

• Automatic renewal: every 5 days; released no later than 4 days after departure.

• This pre-authorisation is an essential condition for access to the home.

• Booking paid by bank transfer: deposit of €350 for an apartment and €500 for a villa in cash on arrival; returned on departure if everything is in order.

🔒 Legal guest registration

• In accordance with Spanish law, the identity of all guests (including children) must be registered before arrival.
• You will receive two separate links before your stay:
1️⃣ A link to let us know your arrival time and any special requirements.
    For stays of 11 nights or more, this form will also ask for the reason for your stay and the address of your usual residence.
2️⃣ A secure link (Chekin app) to register your identity documents with the Spanish authorities.
• Both forms are mandatory for access to the home.
• The links are sent 7 days before your arrival, followed by an automatic reminder 2 days before — even if you have already completed the forms.
• We systematically check that everything is in order and, if necessary, will contact you before your arrival to complete the procedure.
• Identity data is transmitted directly to the authorities and is neither stored nor processed by us.

📏 House rules in our homes

• The most important rule: enjoy your holiday to the full! 😉
• Respect your neighbours and their peace and quiet.
• No smoking or vaping inside the home.
• No drugs.
• Do not give access to the communal facilities to anyone not staying in the rental.
• Unless special rules apply, the communal pools are open daily from 8:00 to 20:00.

🚨 Emergencies

• If the emergency is not medical, contact us first (WhatsApp: +34 604 470 876).
• European emergency number: 112 — transferred to the appropriate service (fire brigade, ambulance, local police, Guardia Civil).
• Poison control centre (Centro Nacional de Toxicología): +34 91 562 04 20
• Nearest hospital: Torrevieja University Hospital — Ctra. Torrevieja-Orihuela CV-95, Torrevieja, Alicante — Tel. +34 965 721 200
• Nearest vet: Clínica Veterinaria La Zenia — Calle Salvador Dalí, 2, 03189 Orihuela Costa — Tel. +34 966 760 008

📶 Wi-Fi

• Wi-Fi is included in the price of your stay.
• The access code will be given to you on arrival.

⚡ Electricity

• 20 kWh/day included for an apartment and 30 kWh/day for a house — more than enough for a comfortable stay, air conditioning included. Beyond that, €0.30 / kWh, calculated over the whole stay (amount deducted from the deposit).
• In practice, the vast majority of our stays remain well below this threshold. We simply ask for responsible use: switch off the air conditioning when you go out and close windows and doors when it is running.

❓ FAQ

💳 How does payment work?
A 30% deposit is required when booking. The 70% balance is due no later than 40 days before arrival. Payment terms and currency are shown on your invoice and in the confirmation e-mail.

📅 What are the cancellation conditions?
• Up to 30 days before arrival: full refund (minus handling fees).
• Between 30 and 20 days before arrival: 50% refunded (minus handling fees).
• Less than 20 days before arrival: no refund.
Handling fees cover payment provider costs and are non-refundable.

🔁 Can I get a refund if I leave early?
In the event of early departure, unused nights are not refunded.

📄 Where can I read the Terms and Conditions?
You can read our Terms and Conditions at any time via the link at the bottom of the page (footer).

🧾 Why do I need to give the reason for my stay and my address if I stay 11 nights or more?
In the Valencian Community, stays of 10 nights or less fall under tourist rental. From 11 nights, the stay falls under seasonal rental, governed by the Spanish urban tenancy law. Within this framework, we must collect the reason for your stay and the address of your usual residence: you simply enter them in the arrival form.

🧺 Are bed linen and towels provided?
Yes, beds are made up on arrival and towels are included at no extra cost.

🔑 Are there welcome fees?
Yes. You are welcomed in person, both on arrival and on departure. The fees are €20 for check-in and €20 for check-out, i.e. €40 in total, payable in cash on arrival.

🕓 What if I arrive outside the usual times or need to leave very early?
• Arrival before 16:00 (only if the home is ready): €30 surcharge
• Arrival after 23:00: €30 surcharge
• Departure before 07:00: €30 surcharge
• On 24, 25, 31 December and 1 January: €100 surcharge (whatever the time)
These surcharges are in addition to the €40 welcome fees and are payable in cash.

⏰ Can I leave later than 10:00?
In principle no: departure must take place before 10:00 to allow for cleaning. In exceptional cases, an arrangement may be possible — contact us to ask.

🌐 Can I book these homes on Airbnb?
Yes, but they are around 20% more expensive there than when booking direct (platform commission).

🍼 Is a baby cot or high chair available?
Yes, on prior request. Price: €1/day/item, subject to availability.

🛠️ What should I do if something goes wrong during my stay?
Let us know immediately via WhatsApp: we act quickly to fix the problem. Complaints can only be considered if the problem was reported to us during the stay, so that we had the opportunity to resolve it.