BOOKING CONDITIONS
Your contract is with PORTVIL, S.L.
YOUR HOLIDAY CONTRACT
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. You must be at least 18 years old to make a booking with us. Your contract with PORTVIL, S.L. is made once the booking has benn confirmed.
Your contract with us will be governed by Spanish Law and is subjected to the jurisdiction of the Spanish Courts at all times.
HOW TO REACH THE PROPERTY YOU HAVE BOOKED
Once you have done the booking, a new window will appear in your computer containing the voucher. In this voucher appears the name of the person who is doing the booking, the date of arrival, the number of nights, the description of the property, and the directions of how to go from the airport to the property you have booked. After the directions’ text, you will find an explanation of where will you find the keys, and the three telepohone numbers that are at your disposal in case you have any problems. Please, print this voucher, and take it with you during your stay in the property you have booked. In case you do not have all or part of this aforesaid information, please, contact us immediately and we will send it to you.
We highly recommend that those visitors arriving at night take a torch.
YOUR HOLIDAY PRICE
Website prices are “live” and supersede/cancel all previous website prices. The prices are subject to fluctuation and may go up/down. The price you see on your day of booking is the price you pay.
All payments made with Visa/Mastercard or American Express are subject to a 2% surcharge, but this surchage is already included. The prices also include VAT.
It has to be pointed out that a cheap villa/apartment does not necessarily mean that it is a basic one, and viceversa (an expensive villa/apartment does not necessarily mean that it is a superb one). The price depends on many different factors. For this very reason we have rated all our villas and apartments (from one to five stars, being one the lowest rate), in order to give our customers a better idea of the villa/apartment they are renting. Nevertheless, it has to be taken into account that this rates are very personal, and our opinion might differ with our customer’s opinion. The descriptions and information on the website are personally written by a member of staff who has visited the property, and are made in good faith. So, in case you want to know more about a villa or apartment, do not hesitate to contact us.
We would like to remind you that normally a 25% deposit is required, and this deposit has to be paid when doing the booking (being the less amount required as a deposit is 300.00€). Therefore if a deposit amount is less than this quantity, we will be still charging you 300.00€ (unless the total cost of your booking is cheaper). The balance should be paid 30 days prior the arrival accommodation date. If a booking is beeing made within 30 days prior the arrival date, the balance should be paid during this week. We will get in touch with you to explain you how the balance can be paid.
IF YOU CHANGE YOUR BOOKING
If, after our confirmation booking has been issued, you wish to change your booking arrangaments in any way, for example your chosen departure date or accommodation, any possible changes made are subject to availability and we will do our utmost to make these changes, but it may not always be possible. All requests for changes must be made in writing from the person who made the booking. In case you want to move to another available villa, this change will be treated as a cancellation, and the cancellation charges shown in the section “If you cancel your holiday” will apply.
IF YOU CANCEL YOUR HOLIDAY
You or any member of your party may cancel your booking at any time. Written notification from the person who made the booking must be received at our offices. Nevertheless, if you cancel you must compensate us for losses, as we incur costs from the moment you make the booking. The closer your cancellation is to the departure date, the less likely we are to recover the costs. Our cancellation charges therefore increase as the departure date approaches, as shown below. Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim some or all of these charges.
The following cancellation charges apply:
• More than 70 days prior to departure: 25% of the cost of villa / apartment.
• 70 – 51 days prior to departure: 40% of the cost of the villa / apartment.
• 50 – 31 days prior to departure: 70% of the cost of the villa / apartment.
• 30 days or less prior to departure: 100% of the cost of the villa / apartment.
IF WE CANCEL YOUR BOOKING
We reserve the right in any circumstances to cancel your booking. In the unlikely event that we do have to cancel your booking, for whatever reason and/or due to circumstances beyond our control (such as property refurbishment, breakdown of essential services, supply of electricity/gas, blocked drains, builiding works on adjacent/nearby land, etc.), we will endeavour to offer you alternative accommodation of a similiar or higher standart, subject to availability. If the alternative is of a lower price than that originally booked, the difference will be refunded. If the alternative is more expensive, you will not have to pay any extra amount. If the alternatives offered are not acceptable, please confirm this in writing and we will refund the cost of accomodation already paid, in full. Cars, flights and others not booked with PORTVIL, S.L. are not subject to any refund by PORTVIL, S.L.
FORCE MAJEURE
This means that we will not pay you any compensation if we have to cancel or change your booking in any way because of war, terrorism, riot, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions or any other unforseen circumstances that may amount to Force Majeure.
IF YOU HAVE A COMPLAINT
If you have a complaint or any other problems during your holiday, please call to the following phone numbers: (0034) 971 53 42 27 / (0034) 971 53 22 09 (from Monday to Saturday, except Bank Holidays and Sundays, between 09:00 and 13:00, and between 15:30 and 19:00). In case of extreme emergency outside these hours, please call: (0034) 669 955 140 (mobile telephone).
Only those complaints done during you holiday will be accepted. In case of technical problems (such as lack of water), we will send our technicians or any other authorised people, in order to arrange the problem. Please, note that the fact that you can reach us by phone 24 hours a day does not mean that we have a 24 hours service. Those problems that cannot be considered as emergencies will be solved as soon as possible, but they may not be solved immediately.
PROPERTY DESCRIPTION
As explained in “Your holiday price”, the descriptions and information on the website are personally written by a member of staff who has visited the property, and are maid in good faith. It is possible that changes in facilities may occur without our knowledge. In this event we will endeavour to inform you of any changes, once known, but cannot be held responsible for any inaccuracies which are beyond our control. Interruptions of water and electricity supply might occur in some areas, and we cannot be held responsible for these supplies or any other lack of facility beyond our reasonable control.
In no circumstances can the maximum number of persons stated in the website exceeded.
PARASOLS AND SUNBEDS
Most of the properties have covered terrace (either overlooking the swimming pool or garden), but not all of them. In the same way, not all properties have parasols, and some of them might not have sufficient sunbeds for the maximum number of persons listed on the signed booking form and entitled to stay at the property. Due to many breakages, the type of parasols and sunbeds shown in the website may differ from the model the customers will find at the property. We accept no responsiblity for such changes.
BUILDING WORK
Building work and noise are unavoidable as the demand for new accommodation increses. Therefore there is a possibility of building work or construction work, which may be carried out by local authorities or private developers. Many of our villas are also situated in residential areas and work may begin on a neighbouring property over which we have no control, nor are we given prior notice. However in any event we will always do our best to inform you of the facts in advance but if this is not possible, please accept our apologies.
CAR HIRE
Please, note that a car is required to access the majority of the properties that are being rented through our website. Generally, cars are collected at the airport on arrival and returned at the end of your holiday. Check always the distance to the beach and to the town to be sure if you think you need a car. In case you need more information, do not hesitate to contact us.
If you want us to help you renting a car, contact us. We will be pleased to help you.
CHILDREN’S SAFETY
As we know, children are naturally curious, especially when they are on holiday, where there are a lot of areas and things to be explored. Please ensure that children are not left unsupervised at any time during your holiday and be extra careful with balconies, swimming pools, steps, etc.
DISABLED TRAVELLERS
PORTVIL, S.L. is not a specialist provider of holidays for the disabled. Many villas are not equipped to cater for the needs of disabled guests and may cause problems for wheelchair users. Please, contact us before doing the booking to ensure if it is ideal for each individual.
HIGHCHAIRS / COTS
If you require a cot or a highchair please request it at the time of booking in order that we can ensure it is at the villa on your arrival. You will not have to pay any extra amount for that. Cots are provided locally and will differ from those you may use at home. Please note that for hygiene reasons they are supplied without cot linen, which you should take with you.
INSECT / ANIMALS
Mosquitoes, ants and other insects are endemic in warmer climates, particularly in the country areas. Ant powders are a good repelent, but it also helps to keep crumbs to a minimum. Mosquitoes can be kept at bay by a good repellent, which can be purchased local chemists and supermarkets.
Many of the properties we rent are surrounded by gardens and countryside and field mice and other rodents are therefore common, along with local farm animals. Local dogs and cats sometimes roam around unattended and may cause a disturbance. All these types of aggravations are unfortunately unavoidable. We therefore ask for your patience and understanding should they occur.
KITCHENS
Kitchens include hob, fridge/freezer, basic cooking utensils, cutlery and crockery. In some properties the washing machine is placed in the kitchen too. Some villas have additional facilities such as dishwasher. For more details, do not hesitate to contact us. Please, note that cleaning products or materials are generally not provided.
MAID SERVICE
Maid service consists of preparation and cleaning of linen once a week, and towel change twice a week.
Please, note that beach/pool towels are not supplied and these should be taken with you. We kindly ask all guests not to use the towels supplied at the villa for the beach or around the pool.
OCCUPYING / VACATING YOUR PROPERTY
Our properties can be occupied from 14:00 hours onwards. In order that our properties are adequately prepared for new arrivals, we must ask you to vacate the villa before 10:00 hours on the day of your departure.
PASSPORTS
It is your responsibility to ensure you have a valid passport and visa (if applicable) and any other papers you may need to travel.
PERSONAL HEALTH AND SAFETY
If you or any member of your party is an expectant mother or suffers from any serious medical condition, you must check with your doctor about the advisability of travelling abroad.
We take the safety of our customers very seriously. We therefore advise all clients to be extra vigilant and ensure that great care is taken of your property. In the event that you should lose any items of value while on holiday through theft or otherwise, you must report the facts immediately to the local police or other competent authority and obtain a written report. If a report is not obtained it will be difficult for you to pursue any claim through your holiday insurance. We also highly recommend that you use the safety box to leave the items of value. Almost all our properties have safety box.
POOLS, GARDEN AND GENERAL MAINTENANCE
All our properties are maintained by the villa owner or staff who have access to the properties. Gardens have to be maintained on a regular basis and it is simply not possible for this to be carried out on “change-over” days.
With regard to pool maintenance, pools are normally checked and cleaned twice a week. However, neither pool nor garden personnel have fixed hours, so it is not possible for us to advise you of the exact date or time of their visit. We ask for your cooperation when our staff visit, as it is imperative to keep the properties well maintained for our clients’ enjoyment throughout the year.
SAFETY DEPOSIT BOXES
Almost all of our properties have safety box, but not all of them. If you want to make sure that the property you are going to book has safety box, please, do not hesitate to contact us.
SATELLITE TV
If the written description for a property indicates satellite television you can expect to receive at least one free to air English language channel. Subscription channels are not available unless indicated in the villa description.
TELEPHONES
Unless otherwise stated, telephones are not provided in the properties. Therefore we highly recommend that clients take mobile phones in case of an emergency.
DECORATION
The vast majority of the properties are privately owned and are furnished to the owner’s taste, so the standards and styles of villas will inevitably differ. We endeavour to give an accurate description of each villa with interior and exterior photographs. Please, note that in some villas it is not always possible for the furnishings within the lounge/dining area to accommodate all occupants at any one time.
