TERMS & CONDITIONS

What’s included in the price?

The price of your booking includes accommodation, electricity, heating, bed linen, towels, supplies for kitchen-cleaning and dishwashing, and a small supply of logs for the wood burning stove (as well as kindling, firelighters and matches). You will also receive a welcome pack with some goodies and supplies for a light breakfast. Let us know if you have any dietary or other requirements that may influence what goes in the welcome pack.

Esperanza 9 has an eco-friendly aerothermic heating and cooling system. The controls have been pre-set and should keep the house at a comfortable temperature all year round - warm in the winter and cool in the summer. The aerothermic system also provides all the domestic hot water. Please do not adjust any of the controls; in any extreme weather, the owners will be happy to make any adjustments required to make the guests’ stay comfortable.

Booking 

On reserving the accommodation, guests will be asked to pay a deposit of 40% of the total price.  The reservation is not confirmed until that payment has been made and the guest has received notification from the owners that the reservation is confirmed.

The names of all guests staying at Esperanza 9 for the requested dates must be given at the time of booking.

The maximum number of guests permitted at Esperanza 9 is four.

The balance 

will be due eight weeks before a guest’s holiday starts. If guests make a reservation within the eight week period then the owners will ask for full payment at the time of booking.  If payment is not made within this timescale, and the guests do not inform the owners, then the owners reserve the right to consider the reservation cancelled by the guest - see conditions below. 

Cancellation

All payments are non-refundable. That said, the owners know that plans can change, and will make every effort to accommodate changes to dates. The owners strongly recommend that guests arrange travel insurance to cover their stay. 

Late payment

If the date for the final payment is not met then the owners reserve the right to cancel the holiday without issuing a refund of any money already paid.

Pets 

are strictly not allowed on the property.

Care of the Property and Damages 

Esperanza 9 has been equipped to make a guest’s stay as comfortable as possible, and there are antiques and original works of art throughout the house. The owners ask that all guests respect the property and if any guest does damage anything in the house the guest must inform the owners immediately. The accommodation will be clean when guests arrive.  If guests see anything that they would consider as substandard please inform the owners straightaway so that it can be rectified.  This also applies to any damage or unsatisfactory conditions during the guests' stay.  The owners will always attempt to resolve any problems on the spot to the satisfaction of the guests, provided that the owners are made aware of such problems.

Cleaning

The owners clean the house thoroughly before and after every booking. If, during a stay, guests would like additional cleaning please let the owners know. Cleaning can be arranged for an additional fee. 

All bedding, towels and pool towels are provided and these are changed once a week. If guests require any additional change of linen, then this can be arranged for an additional cleaning fee.

The pool is cleaned once a week and the owners may arrange to come and clean the pool during a stay if this should be required. Cleaners will not enter the property without the guests’ permission.

Under no circumstances should any glassware be used by the pool. Plastic glasses are provided for use by the pool. If, for any reason, the pool has to be emptied due to the lack of care by a guest, then a charge will be made. 

On departure 

the accommodation must be left in the same condition it was found regarding cleanliness and arrangement of furniture etc. Any damages must be declared and guests must be prepared to pay in full to repair or replace items that have been damaged. 

Arrival and departure.

The accommodation will be available to guests from 16.00 on the day of arrival and guests should vacate by 11.00 on the day of departure.  Arrivals and departures outside these times might be possible but guests should consult the owners beforehand.  The owners do not normally admit arrivals after 22.00. If this is unavoidable then the owners need to know about such late arrivals in advance.  It is the responsibility of the guest to advise the owners of their arrival time.  If the owners are not kept informed, especially if there is a delay in travel arrangements, then they cannot guarantee access to the accommodation.

Visitors 

The house is only available to those guests named at the time of booking. No additional guests are allowed to stay at the property. If it is found that additional guests are staying at the property, then the owners reserve the right to cancel the booking and ask all guests to vacate the house with immediate effect. No refunds will be given.

Security 

The owners ask that when guests leave the house, all doors and windows are closed and locked (where applicable). The owners accept no liability for the loss or damage of guest possessions.  If loss or damage is done to any of the furniture or items belonging to Esperanza 9 due to the guests failing to secure the property, the owners reserve the right to charge the guests for any loss or damage. 

Access 

The owners reserve the right to enter the accommodation during a guest’s stay at any reasonable time in the event of there being a malfunction or suspected malfunction of essential equipment, or any other reasonable cause for concern. Guests will always be informed of any visit, where possible. However, if the owners are unable to contact the guests, then the owners reserve the right to enter the property.

Children

Children between the ages of 2 and 16 years of age are not permitted in the property. This is for reasons of safety as there is an unfenced plunge pool and a roof terrace with an open water acequias. Children under the age of 2 years are welcome and a cot and highchair can be provided. However, the owners cannot be held responsible or liable for any injury or accident to babies and toddlers during their stay at Esperanza 9.

Respect for Neighbours

Esperanza 9 is in a quiet residential street in the middle of an historic village. The owners ask all guests to respect the neighbours, particular when outside. Do not play loud music on the terrace or pool area, and avoid anything that might be considered a nuisance or that might disturb neighbours.

Any guest who creates unacceptable noise or is aggressive, abusive or otherwise inappropriate to staff, neighbours or other guests at Esperanza 9 will be asked to leave immediately. The booking will be cancelled without a refund, and the guest will be banned from returning.

Smoking

Smoking or vaping is strictly prohibited anywhere inside the house. Smoking is permitted on the terrace and beside the pool. If the owners see or find evidence of smoking or vaping inside the property during a guest’s stay, the owners will ask the guests to leave immediately with no refund. If any damage is caused outside due to smoking, the owners reserve the right to charge to have damage repaired.

Fire safety

Candles must only be used in the dedicated candle holders supplied by us and must not be moved from the location in which you find them. You will be liable for any damage caused by inappropriate use of candles, including damage caused by heat and by hot wax. 

Wifi and mobile signal

Esperanza 9 has high-speed fibre broadband and the village has excellent 4G and 5G mobile coverage.

Responsibility

All guests are responsible for their own actions: the owners cannot accept any responsibility for any accidents, injuries, illness, loss or damage suffered during your stay. Vehicles and other property left outside the property are left at the guest's own risk.

Complaints

Please address all complaints to the owners at the earliest opportunity.

Occasionally, events outside the control of the owners can affect guests’ bookings. 

If, for any reason, the owners are unable to provide the requested accommodation, they will do their best to arrange an alternative through another accommodation provider, but this cannot be guaranteed. If the owners are unable to honour a booking, all monies will be refunded.

General

These terms and conditions exist to keep staff and guests safe and help deliver high-quality stays. If guests break any of the terms of their stay, the owners reserve the right to ask guests to leave without a refund.