Terms & conditions .:. Canary Luxury Villas

PLEASE READ THIS CORONA VIRUS RULES AND THEN PROCEED TO READ OUR STANDARD TERMS AND CONDITIONS

CORONA VIRUS:

Some documentation is required to enter the Canaries.

It is your responsibility to comply with Corona virus rules for travel both to and from the island. Your airline and custom control will check this, not us.

Please see the helpful Spanish videos and also ask your airline for information and look at your own government website for information.

https://www.hellocanaryislands.com/coronavirus/

Watch the 3-minute video

https://www.spth.gob.es/more

The signup and send the form within (i.e. BEFORE) 48 hours of travel here:

https://www.spth.gob.es/

As earlier stated, it is your responsibility to arrive having completed all requirements. In any case, it is extremely important you check your operator or airline's conditions before travelling to Canary Islands. Should rules for travel change, we bear no responsibility should you not adhere to the government rules for arrival and departure to the islands as well as any quarantine requirements.

OUR STANDARD TERMS AND CONDITIONS:

Contact
You can email Helen or Glen at info@canaryluxuryvillas.com and we'll reply very quickly with answers to any questions. Please look at the FAQ pages first.

Alternatively call Helen or Glen on 00 44 (0) 7515 341 106

*Under 2's go free*

*All bookings are subject to a £50 or equivalent Euro damage deposit. This is refundable in the month after your return. This is done manually once a month so is not a set number of days after your departure.*

All guests will find a chilled bottle of wine and a bottle of water in the fridge on arrival.

You do not have to contact us to book or quote prices for our villas. Availability is updated live so if its free on our website, you can book it. All prices are available too. Click on 'Search and Book' or on the page of the property you wish to book.

Once you've made your payment via the above link, you will be sent two emails: a confirmation of payment and a web link to your booking. You can add extras at any time from this link. Please send us questions via that page instead of email once you have booked.

Following payment of your final balance you will be given access to client information for your arrival. This will provide all the information you need on your arrival and during your stay.

We hope you enjoy your holiday!!!!

Payment

All holidays must be fully paid up 3 months prior to arrival
Holidays with Total cost over £1000 may reserve with 25%
Holidays under £1000 require a 50% deposit with the balance paid 3 months prior to arrival.

Extras

All guests will find a chilled bottle of quality wine and a bottle of water in the fridge on their arrival. Other extras can be added to your booking at anytime - see our welcome packs.

Unlike with many other villa providers, there are no extra charges for cots, high chairs, pool heating, air conditioning.
Some extras are available to be purchased and can be seen in the drop down menu which appears after you make your accommodation selection on the 'search and book' page.

Notes:
Departure time from the villa is noon and arrival time is at 3pm when there are other guests in the property. However, you may be able to pay for late check out. This will only be possible if there is no arrival on the day you depart. We also only confirm this about 1 to 2 weeks before you arrive, unless our booking schedule already allows us to do so. Once you have made a booking we can recommend places where you can book a room for 1 day to place your bags.

Terms and Conditions:

You will be asked to tick that you've read our terms once you make your booking.

Cookies
Canary Luxury Villas' Cookies that Remember your Settings
These cookies do things like remember your language preference, and your name - encrypted - if you login to your account. You will be required to consent to cookies every month.

Third Party Cookies
We embed third party adverts in our website. These adverts may or may not set cookies. We DO NOT pass any information - about our customers - from our website to third party websites.

Return, refund and cancellation policy: We typically do not give refunds for holidays booked with us that customers choose to cancel. However, should you have a problem with an airline bankruptcy or any other issue, we will endeavour to re-rent the property. In that circumstance, if we are able to re-rent the property, we will refund the full amount or any lower amount we manage to achieve on re-rental, less our costs. A final decision on any refund is subject to our decision only and will depend on the particular circumstances.

Please always ensure you have good quality holiday insurance as normal and for circumstances when you have to cancel your holiday. Make sure your insurance is taken out at the right time to cover your holiday with us. This may mean it must be taken out prior to reserving your holiday with us, depending on the insurer you use.

Conduct while in our properties:

You must lock all doors, gates and windows and shutters, while you are not occupying the villas. This protects both our and your property. Failure to lock the doors of the villa on your departure or during your stay when you have vacated your villa will result in loss of your damage deposit. You should also turn off all air-conditioning units during day time and lights unless necessary. Please also ensure you lock valuables in safes provided - do not leave valuables in view from external windows.

You must always activate the alarm when you vacate a villa. If you do not know how to do this please read the instructions right by the alarm or contact Kim. It cannot be easier as you simply press one button and then hold the key fob against the alarm.

Do NOT change codes on the key holder.
Do not leave the villa keys in the key holder during your stay. These key holders are only provided for you to pick up the keys on arrival if you arrive late. Leaving the keys in the key holder during your holiday creates a risk to the property and your valuables. It is your responsibility to keep the keys safe with you at all times.

Do not make excessive noise and disturb nearby residents. Excessive noise may result in police being called. In communal areas (those not within the villa walls) , please do not consume alcohol. Also be aware that there are many residents who also use the communal areas, not just holiday makers, so please be considerate.
Non-accidental or excessive damage to our properties will result in court action.

Damage deposits:

We charge a very small £50 re-fundable damage deposit. This is an encouragement for you to treat the properties with dignity. Some typical items where the deposit is at risk are damage to the property, breaking of windows, furniture, scratching of sofas (belts/jewellery/toys), attempting to enter private lockers or cupboards, attempting to enter pool chemical boxes (which are locked), bending of pool cover rollers, staining of towels with fake tan, movement of satellite dishes and disturbance of reception, damage to plants, damage to mosquito nets, tampering with electrical equipment and connections or attempting to fix items in the house (managers must do this). Other items as we deem appropriate, are also chargeable against the damage deposit, however, as can be seen from the sample list, this deposit is NOT used against small breakages such as the odd glass or plate, but regarding major breakages which would cost significant monies and time to repair and also could reduce the enjoyment of subsequent guests to the property.

Important: Failure to lock the doors of the villa on your departure or during your stay when you have vacated your villa will result in loss of your damage deposit. Ensure you use the alarm.

If you do cause a breakage while in our properties or find damage to any items on arrival, please call the villa manager immediately and this can be repaired/fixed as soon as possible, to both your benefit and that of future guests.

Please accept that engineers and spare parts can not always be sourced immediately and may not be able to visit the property during your stay to repair some items. However, most small items are repairable very quickly by our local managers and other tradesman.

Please accept that we offer various TV packages in our properties which may sometimes be limited and may not include specific channels you like. However, ALL sky and UK channels are generally available. DVD players are included for this reason.

Pool heater thermostats are kept high at 27 degrees, but to maintain the heat of the pool you must use the pool cover on an evening and also at time when you leave the property, or may not use the pool for some time. It takes many hours return the pool to the right temperature if left uncovered so it is important to do this. WE DO NOT ALLOW CLIENTS TO CHANGE THE TEMPERATURE and we will not alter the temperature for your stay.
On occasions sadly pool heaters/filters/pumps need repairing or completely replacing. When this occurs it is out of our control, as is the time it can take to repair. This is the same at ANY property or even hotels. We do our very best to ensure repairs and replacements are made asap if there is an issue. But we cannot be held responsible should there be a breakdown or failure of the heater, which is maintained regularly to a high standard. The pool is available to use even if the heater is not operational due to malfunction (it may not be if a filter has broken). It is very rare for any of these to happen. Failure to use the pool covers can cause the heaters to overwork. This is both expensive for us and causes overuse and risk that the pool is not kept to a good temperature during your stay. It makes a significant difference so please DO use the cover both in day and night during long periods where the pool is not in use, especially during the winter months.

Excessive use of sun tan lotion/fake tan can cause dis- colouration of the pool water.
Please ensure you use water proof lotion and let this soak into the body for some time before using the pool. Please remove fake tan before using the pool.

Data Privacy Notice:

We must retain and process your information for a period of time due to the following lawful bases:

a) Contractual: it is necessary to fulfil our contract with you to provide your holiday and services attached to that. This includes contacting you to request payments, organise any necessary maintenance for your benefit or safety, notices of the return of your damage deposits.

b) Legal Obligation: we have a legal obligation to hold guest data to provide to Taxation, Police and rental licence authorities when requested.

Further to this:

When you provide consent for us to hold your information we will do so under the GPDR guidelines so that your information is protected and processed lawfully.

If you do not provide consent to hold your information held as above your data will be deleted when our contractual and legal obligations have been met as listed above.

You have the right to receive copies of the information we hold on you. Note; the only info we hold is the information you have provided for the purposes of your holiday bookings. We do not hold credit card information- your payments are processed by pay360.

You have the right to withdraw consent at any time or request restriction to processing.

Any requests regarding your information or to withdraw consents can be made by email: info@canaryluxuryvillas.com , via your booking link or your account. The information will be provided via email free of charge at least within one calendar month but usually with a day. You also have the right to correct information held and this can be done by email or via your account.

Data will be shared with:

Our local property managers, to help you gain entry to the properties and any in resort contact which is necessary for the fulfilling of your contract, Taxation, Police and rental licence authorities when requested, our IT/Website manager but only for the purposes of good operation of the website and other IT needs of the business.

General Requirements/Behaviour in our Villas

Below is a general list of do's and don't which we like guests to observe in our villas and they form part of the terms and conditions:

Please do:

Enjoy yourselves and have a great time.
Report to the manager if smoke alarm needs servicing, the life ring by the pool is missing or no ?re extinguishers can be found in the kitchen.
Lock doors and window and gates and use the alarm system and lock all doors on exit - every time.
If you have small children keep the gates locked when in the property
Switch off the lights in the villa rooms, when not in use
Report breakages/faults/dirtiness as soon as you notice them, so we can fix them for you and before the next guests arrive
Pull the pool cover over when not in use and each night and during the day during long periods where not in use, to keep pool temperature up (heater alone can't do it) and to keep dirt out
Clean the cooker and barbeque after use and bin the ashes - this helps the next guest and you to have a flexible changeover. Damage deposit will be charged if this is not done.
Use air conditioning when you are in the room as required- but not when you are out of the room or villas. They cool very quickly. When mosquito nets are provided they are often better than the air-con.
Always watch children closely when near or in the pool. Never leave them unattended
Wash off your ‘fake tan' product before entering the pool by using the showers
Use water resistant sun tan lotion only' while bathing. Also allow plenty time 15/20 minutes for this to soak into the skin.

(Note fake tan and sun lotion that is not water proof or soaked into the skin will significantly ‘cloud' the water in the pool. This takes days too filter out)
Ask for additional services that your manager could provide if you wish. e.g. you can pay for an additional clean of your villa.
Look at the TV instructions if you can't find the channel you want. Otherwise contact the manager - don't fiddle with connections.
Bring in any cushions if it rains, which is rare.
Feel free to use cleaning equipment to mop floors yourself- they do get dirty quickly from dust outside being brought in.
Respect our property
Clean the barbeque before departure and remove all rubbish to the community bins (fine if not done)

Please don't:

Smoke in our villa
Throw or kick footballs or bouncy balls in the house, at walls, windows and garden fences.
Leave air conditioning or fans on when your are not in the rooms or out of the villa - it only takes a few minutes to take effect
Use fake tan while lying on our towels. Our towels cannot be washed clean and need to be discarded. Please use your own.
Make complaints after your holiday, it is too late to fix them. Please Notify the local manager during your stay as soon as you discover a problem, especially if it relates to safety. We'll make every effort to fix things while you are resident.
Tamper with electrical, TV, broadband connections and satellite dishes. Call the manger if there is a problem
Let children play with the safe and safe combinations.
Sit on the pool cover or cover bar - it will break and bend. Don't try to run on the pool cover, this is a serious drowning risk.
Allow children to climb on the wall surrounding the pool filters and heaters.
Wear sharp belts or keyrings or zips when sitting on our sofas.
Let children jump on the beds as this can break the legs
Be aggressive towards our property managers or the owner. They are there to solve any issues you have as quickly as possible and are trying to help you have a great experience.
Aggressive behaviour will NOT be tolerated.