Booking Terms

1. Enquiries and formation of the booking

The website form and any contact by email, telephone or WhatsApp are enquiries only. They do not confirm a booking, create a payment obligation or automatically hold the dates. Once availability has been checked, Cumbres de Lores will send a written offer stating the total price, taxes, dates and times, number of guests, declared pets, included services, booking advance payment, remaining balance, refundable security deposit, cancellation terms, arrival and departure times, and a link to or copy of these terms. The dates may be held provisionally for 48 hours. Payment of the 25% booking deposit within the stated period constitutes acceptance of the offer, the identified Booking Conditions and the House Rules. The booking will be evidenced by the final confirmation issued by Cumbres de Lores with its unique booking code.

Each offer is given a unique code in the format CDL-YYYY-NNNN, which is kept for the offer, the payments, the confirmation, any changes, the cancellation and the return of the security deposit.

2. Price, booking advance payment, balance and payment methods

A booking advance payment equal to 25% of the confirmed total accommodation price, including taxes, is required to confirm the booking. The remaining 75% must be paid seven calendar days before arrival. Where a booking is confirmed seven calendar days or less before arrival, 100% of the accommodation price must be paid at confirmation. Payment may be made by bank transfer or Bizum using the details provided in the offer. The payment reference must include the CDL-YYYY-NNNN code and, preferably, the lead guest's surname. A valid transfer receipt sent within the deadline may allow the booking to remain provisionally held until the funds are verified. Each payment will be acknowledged in writing, stating the total price, amount received, outstanding balance and booking status.

3. Refundable security deposit

A refundable security deposit of €200 is required per booking. It is paid with the final balance seven calendar days before arrival; for bookings confirmed seven days or less before arrival, it is paid with the full accommodation price. The security deposit is separate from the accommodation price and from the booking advance payment. If the booking is cancelled without the house being occupied, the security deposit will be refunded in full. It may cover damage, loss, replacement costs and extraordinary cleaning attributable to guests, authorised visitors or animals, and it is not a cap on liability.

4. Failure to pay

Cumbres de Lores will send a reminder before the balance falls due. If the balance and security deposit are not received by the stated due date, Cumbres de Lores may cancel the booking for non-payment, subject to written notice. In that case, any amounts already paid will be refunded or retained in accordance with the cancellation policy applicable on the balance payment due date.

5. Guest cancellation

Cancellations made 15 calendar days or more before the arrival date are free of charge and any amounts paid will be refunded in full. For cancellations made between 8 and 14 calendar days before arrival, 25% of the total confirmed booking price will be retained. For cancellations made 7 calendar days or less before arrival, 100% of the total confirmed booking price will be retained.

Cancellation periods are calculated using the arrival date shown in the booking confirmation as the reference.

6. Cancellation notice and refunds

Cancellation must be sent by email, the official WhatsApp number or another officially enabled written channel. It is deemed received when it reaches the official channel. Cumbres de Lores will acknowledge the cancellation and state the booking reference, date and time, applicable tier, amounts paid, retained and refundable. Standard refunds will be instructed within a maximum of seven calendar days and no generic administration fee will be charged. The original payment method will be used where reasonably possible.

7. Reletting cancelled dates

If Cumbres de Lores subsequently relets all or part of the cancelled nights, the original guest will receive an additional refund equal to the net income actually recovered for those same nights, capped at the amount retained. Only a lower resale price and direct, evidenced, non-recoverable costs may be deducted. The additional refund will be calculated once the replacement booking has been paid and the replacement stay has ended.

8. Personal circumstances and cancellation insurance

Illness, accidents, family or work problems, vehicle breakdown, weather and other personal circumstances do not automatically change the cancellation terms. Guests are advised to take out suitable cancellation insurance.

9. Date changes

Where requested 15 calendar days or more before arrival, one date change may be accepted without an administration fee, subject to availability and full repricing. Between 8 and 14 days, one date change may be accepted, but the initial 25% remains attached to the amended booking and is non-refundable. With 7 days or less remaining, there is no entitlement to change dates and the cancellation terms apply. The replacement stay must take place within 12 months of the original arrival date. Only one date change is allowed per booking. A change is effective only after written acceptance, payment of any difference and a revised written confirmation from Cumbres de Lores.

10. Extending or shortening the stay

Additional nights may be accepted subject to availability and a full recalculation of rates, offers and length-of-stay discounts. Removing nights is treated as a partial cancellation based on the actual reduction in booking value and the applicable cancellation tier. Minimum stay rules, promotions and the price of the retained nights will be recalculated.

11. Guests and lead guest

The property is rented as a whole house, so reducing the number of guests does not reduce the price. Maximum occupancy is 10 people and may not be exceeded. Members of the group may be replaced without charge if notified and the guest registration is updated. One change of lead guest may be authorised in writing at least 24 hours before arrival, provided the replacement is an adult, accepts the terms and there is no resale or material change to the booking. A lead guest change does not restart deadlines or make previously non-refundable amounts refundable.

12. Check-in and check-out times

Standard check-in is from 16:00 and standard check-out is before 11:00. These times allow the house to be cleaned, checked and prepared. Guests may request earlier arrival or later departure. Cumbres de Lores will try to accommodate the request where previous or following occupancy, cleaning and maintenance permit. A different time is valid only when confirmed in writing. No generic fee applies; any exceptional cost must be disclosed and accepted in advance.

13. Self check-in and late arrival

Access will normally be through a key lockbox, so guests may arrive after 16:00 without an in-person reception. An approximate arrival time must be provided and significant delays should be notified. There is no general latest arrival time and no automatic late-arrival fee. Access instructions and the lockbox code will be sent privately to the lead guest after payment and required pre-arrival procedures are complete. The code must not be shared with anyone outside the booking.

14. No-show

A no-show occurs when, by 12:00 on the day after the scheduled arrival date, the guest has not entered the property, has not notified a delay and does not respond to reasonable contact attempts. The accommodation charge is 100% of the total price. The security deposit will be refunded where there has been no occupation, access or damage. The remaining dates will not be relet without the lead guest's written cancellation or waiver. If the guest arrives later during the booked period, the remaining time may be used without a refund for time not enjoyed.

15. Early departure

Voluntary early departure does not entitle the guest to a refund for unused nights or services. If a serious problem attributable to the accommodation is reported, cannot be remedied within a reasonable time and makes continuation of the stay impracticable, the corresponding unused nights and services will be refunded.

16. Damage, deposit inspection and extraordinary cleaning

Standard end-of-stay cleaning is included. Guests are not expected to carry out professional cleaning, but must dispose of rubbish as instructed, avoid leaving substantial food waste, leave crockery clean or the dishwasher running, collect animal waste, leave fireplaces and barbecue safe, and report stains, accidents or damage. Only the actual and evidenced additional cost of cleaning that clearly exceeds normal use may be charged. There are no fixed fines and the full deposit is not automatically forfeited. Normal wear and age-related breakdowns are not charged. Valuation will take account of prior condition, age, repairability and equivalent replacement cost.

17. Security deposit return

If no issue is found, the refund will be instructed within 48 hours of check-out. If a possible issue is identified, Cumbres de Lores will notify the guest within that period with a description and evidence, immediately return the undisputed balance and provide an invoice, quotation or reasoned calculation. The standard final settlement will be completed within 15 calendar days, unless a justified technician or supplier assessment is still awaited.

18. Longer stays

For stays longer than one week, replacement bed linen and towels will be provided. Delivery will be coordinated without entering the house without permission. Mid-stay cleaning is not automatic; it may be requested and will be confirmed subject to availability and, where applicable, a price accepted in advance.

30. Cancellation by Cumbres de Lores

Cumbres de Lores will cancel a confirmed booking only where there is a genuine impossibility, a serious reason or a fundamental breach. If cancellation takes place before arrival, all accommodation payments and the security deposit will be refunded. Where the cancellation is attributable to Cumbres de Lores and the guest does not accept an alternative, an additional amount equivalent to the guest cancellation charge at that time will be paid: 0% with 15 days or more, 25% between 8 and 14 days and 100% with 7 days or less. This fixed compensation does not apply to force majeure or an unavoidable cause not attributable to Cumbres de Lores, without prejudice to any mandatory rights.

31. Overbooking

In the event of overbooking, Cumbres de Lores will offer accommodation in the same area, of equal or higher category and in similar conditions, and will cover any price difference, transport and other legally required costs until the replacement accommodation begins. If the replacement is cheaper, the difference will be refunded. The guest is not required to accept materially different accommodation, a voucher or alternative dates.

32. Termination for a serious guest breach

Cumbres de Lores may terminate the stay for a serious or repeated breach, including deliberate excess occupancy, an unauthorised party, refusal to stop serious noise, violence, unlawful activity, serious fire risk, intentional damage or dangerous interference with installations. Except where there is an immediate danger, the breach will be notified and a reasonable opportunity to correct it will be given. Where termination is justified, unused nights are not refunded; the unaffected part of the security deposit is returned and only actual evidenced damage and costs are charged.

33. Complaints

Guests may submit a complaint by email, the official WhatsApp number, telephone, post or the official tourism complaint form. Cumbres de Lores will assign a reference, with an internal objective of acknowledging receipt within 24 hours, and will respond as soon as possible and in any event within a maximum of 15 days. Cumbres de Lores holds official tourism complaint forms available to guests, and handling an issue directly never limits the right to use them.

34. Information and acceptance

These terms and the house rules must be provided before the booking advance payment. Payment of the 25% booking deposit within the stated period constitutes acceptance of the offer, the identified Booking Conditions and the House Rules. The booking will be evidenced by the final confirmation issued by Cumbres de Lores with its unique booking code. No later communication may introduce a material surcharge or restriction that was not disclosed and accepted in advance, except where required for safety or by a subsequent legal obligation.

Each booking is governed by the version of these documents provided with its offer. Later changes do not affect bookings already confirmed, except where required by law, where they benefit the guest, or where both parties expressly agree.

35. Language of these terms

These terms and conditions are originally drawn up in Spanish. The English version is provided as a faithful translation for guests using that language. In the event of an interpretative discrepancy between the two versions, the Spanish version shall prevail, without prejudice to the guest's mandatory consumer rights and the pre-contractual information provided to them.

Guest identification and data

All guests must provide valid official identification in accordance with applicable law. Data collected for the traveller register and in any communication before or after the stay is processed in accordance with applicable public safety rules and the General Data Protection Regulation. For more information, see our Privacy Policy.