House Rules

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.

16. Departure, cleaning and care of the house

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.

19. Dogs and other pets

Cumbres de Lores accepts up to two dogs per booking, subject to prior notice. Other animals or a higher number require express approval. There is no standard pet surcharge and no additional pet security deposit. Dogs must be identified, comply with applicable health rules and remain under the responsibility and effective control of an adult. They may not go on beds, sofas, armchairs or upholstered furniture and may not use the property's towels, sheets, duvets or blankets. The house provides food and water bowls and dog-waste bags.

20. Animal behaviour and cleaning

A dog may be left alone for reasonably short periods only if it is accustomed to this and there is no risk of distress, persistent barking, damage or nuisance. The responsible guest must remain contactable. Waste must be collected on the property and in the immediate surroundings; muddy paws must be cleaned and accidents or stains reported. Reasonable cleaning associated with one or two authorised dogs is included. Abnormal soiling and damage are charged at the actual evidenced cost.

21. Assistance dogs

Legally recognised assistance dogs and assistance dogs in training are admitted in accordance with applicable law, without a surcharge, additional security deposit or restrictions incompatible with their function. The standard booking security deposit will not be increased because of their presence.

22. Private celebrations, parties and events

Private and responsible celebrations among registered guests, such as birthdays or anniversaries, are permitted. Parties or events open to third parties are not accepted. Weddings, communions, organised stag or hen parties, commercial activities, ticketed gatherings, DJs, performances, professional sound or lighting, fireworks, confetti, glitter, temporary structures and external suppliers are not permitted without express authorisation.

23. Visitors and maximum occupancy

Occasional visitors require prior authorisation. No more than 10 people in total, including staying guests and visitors, may be on the property at any time. Visitors may not stay overnight and must leave before 23:00 unless a different time is authorised in writing. Anyone staying overnight must be added to the booking and complete the mandatory guest registration.

24. Quiet hours and conduct

Enhanced quiet hours are from 23:00 to 08:00. No outdoor speakers may be used during this period and music, voices and activities must not cause a nuisance. Excessive noise is not permitted at any time. If an issue arises, Cumbres de Lores will contact the lead guest and request corrective action. A serious or repeated breach, excess occupancy, unauthorised attendees or refusal to end a disruptive activity may result in termination of the stay without refund.

25. Use of the house and facilities

Smoking and vaping are not permitted indoors. The kitchen, heating, appliances and other facilities must be used in accordance with the instructions provided, must not be left unattended and technical installations must not be altered. Heating, water and electricity are included for reasonable use; there are no automatic consumption penalties.

The fireplaces and fixed barbecue must be used in accordance with the instructions provided. Firewood is included, and the barbecue may be used with firewood or charcoal. Accelerants, waste, treated wood or other unsuitable materials must not be used, and fires must never be left unattended. Their use may be restricted or suspended because of an official restriction or an objective fire risk.

The house has an enclosed patio bordered by a stone wall and a wooden gate.

26. Children, furniture, waste, parking and keys

Children remain under adult supervision. Heavy furniture, beds or mattresses must not be moved and indoor furniture must not be taken outside. Waste must be placed in the indicated collection points and the surroundings, neighbours and nearby properties must be respected. Vehicles must be parked only where indicated and must not block access. Keys and access codes are personal to the booking and may not be copied or shared. Any loss must be reported immediately and only the actual cost of replacement or necessary security measures may be charged.

27. Privacy during the stay

During the stay, the house is for the exclusive use of the guests. The owner, cleaning or maintenance staff and suppliers will not enter without first informing the lead guest and obtaining permission. Non-urgent work will be agreed in advance with the reason and expected time window. Entry without prior permission is limited to a genuine emergency, an immediate risk to people or the property, or a requirement from the authorities. Where possible, the guest will be contacted before entry and informed afterwards of the action taken.

28. Problems during the stay

The confirmation and house manual will state the assistance channels. Emergencies and serious failures will be prioritised and guests will be updated on action taken and estimated resolution time. Guests must report issues as soon as reasonably possible and allow them to be checked and remedied. Any solution or compensation will be proportionate to the cause, duration and actual impact.

29. WiFi service

WiFi is included. Availability and speed may be affected by general operator outages, network works or technical conditions in the area. A temporary and widespread outage, such as a village-wide loss of service lasting approximately one day, does not automatically give rise to a price reduction where Cumbres de Lores checks, reports and manages the incident diligently. Failures attributable to the property's installation, prolonged failures or failures that materially affect the stay will be assessed according to cause and impact.

33. Problems and complaints

Direct contact channels are available for any issue during the stay; they are stated in the confirmation and in the house manual. Cumbres de Lores also holds official tourism complaint forms available to guests, and handling an issue directly never limits the right to use them. The full procedure is in the booking terms.

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 protection

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.