Internal Rules & Regulations

According to the Spanish Law «Article 13 of Decree 47/2004, of 10 February 2004, on Hotel Establishments, BOJA No. 42, of 2 March 2004», the establishment has the following Internal Regulations, which must be complied with by the establishment’s clients.

1. Article 13 of Decree 47/2004 stipulates:

• Hotel establishments may have their own internal rules and regulations, which shall lay down rules that must be observed by users during their stay.
• The internal regulations, if any, shall specify, as a minimum, the conditions of admission, the rules of coexistence and operation, as well as everything that favours the normal development of the enjoyment of the facilities, equipment and services.
• The owners of hotel establishments may request the assistance of the Security Forces and enforcement authorities to evict those persons who do not comply with the normal rules of social coexistence, their internal rules, or who intend to access or remain in the same for a purpose other than the normal use of the service, in accordance with the provisions of Art. 36.4 of Law 13/2011, on Tourism.

2. “Apartamentos Santa María 15” belongs to SONHOUSES, S.L. The person in charge and responsible for the apartments is Alejandro Abrio Maraver, who can be contacted for any questions regarding the operation of the establishment. You can contact him by email info@santamaria15.com, phone +34 956 46 62 78 or WhatsApp +34 630 03 15 55.

3. Guests are required to present a valid identification document at the time of admission to the hotel establishment (Passport, ID card or DNI / NIE, Spanish driving licence, EU or a valid residence permit). Minors from the age of 14 must be registered in accordance with the Spanish Law «Royal Decree 933/2021 of 26 October».

4. You will be able to use your apartment from 14.00 on the first day of the contracted period, ending at 11.00 on the day of departure. You will be able to access your apartment before the scheduled time as long as it is ready for occupancy. Exceptionally, on dates of maximum occupancy of the establishment, the availability of the accommodation unit may be delayed for a period of time not exceeding two hours. Without prior agreement, it will not be allowed to extend its occupation longer than the contracted time. If there is an agreement, the amount of a full day’s stay shall be paid. Extend your stay without inform us has a 50€ penalty fee.

5. Cots, high chairs and baby baths are available free of charge. All children from 2 to 12 years of age (inclusive) are considered «children»; from 13 years of age onwards they are considered adults and are not entitled to the children’s discount. Children under two years of age can be accommodated free of charge using the existing contract beds, in case of needing an extra bed, there will be a supplement equal to that of a child. 

6. All guests of the «Santa María 15 Apartments», prior to their admission, will be provided with an admission document which must be signed by the client, which has the name on it, category and the Tourism Registration Number for the establishment, number or identification of the accommodation unit, number of people who will occupy it, meals contracted, check-in and check-out dates, and full price of the accommodation reservation and if the client has contracted directly with the establishment.

7. Once you have signed the admission document/ accommodation contract, you will be provided with a copy to be informed of it and identification purposes, which it must to be presented at any time for identification purposes.

8. «Apartments Santa María 15» may request the prior guarantee of payment, indistinctly by any of these means: credit card, transfer, etc., for the contracted services, both for the total amount of the booking and for the extras.

9. Obligations of users of tourist services:

The owners of establishments may prevent the stay of users who fail to comply with one of the following duties (Spanish Law of Tourism 13/2011, art. 36.3 and 22):

• Respect the rules of cohabitation and hygiene dictated for the correct use of the tourist facilities.
• Respect the internal rules and regulations for «Apartamentos Santa María 15», as long as they are not against the law.
• Respect the agreed checkout date by leaving the apartment for the day and time agreed according to the contract.
• Pay for the services contracted within the agreed period, without the fact of submitting a claim implying exemption from payment.
• Respect the establishments, facilities and equipment tourism companies.
• Respect the environmental setting of Andalusia’s historical and cultural patrimony and tourist resources.

10. The stay of more people in an apartment that has not been previously contracted will NOT be allowed. If the number of people changes without prior notice and outside the free modification/cancellation period, there will be an increase in the price of €50 per person per night not included in the reservation. The final amount of your reservation will vary if you change the number of nights and persons.

11. «Apartamentos Santa María 15» is provided in each apartment a safe box for the safekeeping of money and valuables, you can also use the safe box service at the reception against receipt. «Apartamentos Santa María 15» is NOT responsible for the loss or theft of money or valuables that are not deposited in the aforementioned safe.

12. The cleaning and change of linen is done once every 7 days, you can request to change them more frequently for a supplement. The cleaning schedule of the apartment is from 9:00 to 17:00 hours, and may exceptionally be modified on dates of maximum occupancy of them. Do not use the bath towels for anything other than personal hygiene. Replacement costs due to loss or damage caused by misuse of them will be compensated by the person responsible for the booking. Rubbish will be removed daily from each apartment, if you do not wish us to remove it you must tell our staff.

13. SMOKING IS STRICTLY FORBIDDEN throughout our establishment (Spanish Law 42/2010 of 30 December 2010 «health measures against smoking and regulating the sale, supply, consumption and advertising of tobacco products»). Smoking in any of the apartments, as well as in the lift or common areas, carries a financial penalty of 200€.

14. PARTIES ARE NOT AUTHORISED (anyone). This is considered a very serious offence for the cohabitation with other guests, and the property may terminate the contract established with the guest without the right to any compensation whatsoever. Furthermore, the assistance of the Security Forces and enforcement authorities may be requested to evict those guests for non-compliance with the rules and regulations, according to the regulations Spanish Tourism Law 13/2011 Art. 36.4

15. ANIMALS ARE NOT ALLOWED without the express authorisation of «Apartamentos Santa María 14», with the exception of Guide Dogs, according to the «Spanish Law 5/1998, of 23 November, on the use in Andalusia of guide dogs by visually impaired persons». 

16. DELIVERERS ARE NOT ALLOWED IN YOUR APARTMENT, even if you have requested them. All kinds of deliveries must be collected from the reception area.

17. In accordance with the Spanish Law (Decree 10/2003 Art. 5 and 7), which approves the General Regulations for the Admission of Persons in establishments for public shows and recreational activities, access and/or the stay of persons in the establishment will be prevented in the following cases:

• Non-residents, being all areas reserved only for customers previously registered in the apartments. All guests can be required to present anytime their identification and/or the admission document when requested by the service staff.
• When the person is under the minimum age established for access, according to the current regulations.
• When the person manifests violent attitudes, in particular, when he/she behaves in an aggressive manner or induce altercations, causes dangerous situations or disturbances to other attendees, or does not meet the appropriate hygienic conditions.
• When the person is carrying weapons and objects that could be used as such, unless, in accordance with the provisions of the specific regulations applicable at any given time, they are members of the Security Forces and Corps or private bodyguards belonging to private companies, and they enter the establishment in the exercise of their duties.
• When the person is taking drugs, narcotic or psychotropic substances, or shows symptoms of having used them, and those who show obvious signs or behaviour of being intoxicated.
• In case of being noisy, disturbing the normal operation of the establishment.
• When measures or attitudes against the sanitation and cleanliness of the establishment have been taken.
• When the normal social cohabitation of the establishment is adversely affected.

However, in all the cases described above, the person is forced to pay any expenses incurred up to the time of the prohibition of access or stay in the establishment.

• It is NOT allowed, the introduction into the apartment of other furniture than those that are usual and proper to a tourist.
• Hanging clothes in the windows, balconies or in the common areas IS NOT ALLOWED. Each apartment has a portable drying rack, in addition to the tumble dryers in the laundry area next to reception. 
• Do not use the washing machine or dryer between 00.00 and 8.00, please respect the rest of other guests. 
• Electrical and gas appliances are not allowed in the apartments, with the only exception of personal hygiene appliances such as shavers, hairdryers, etc., as well as personal computers and similar appliances.

TIPS AND SUGGESTIONS

• Keep an eye on your luggage. Do not leave it unattended.
• Keep the door closed when you are in your apartment.
• Close the door to your apartment when you leave it, and try to open it again to make sure it is properly locked, even if you are only away for a short time.
• Lock your luggage when you are not using it and put it in your locker. If your luggage has a lock, always use it.
• Report to our staff immediately any unusual occurrences such as: suspicious persons in the corridor, unknown people knocking on your apartment door, or finding no one at your apartment door when you have opened it.
• Keep well your apartment key. Never show it in public places. Before leaving on your last day, leave the key in the assigned place at the reception desk.
• If you forget or lose your key, only the reception staff is authorised to give you access to your apartment.
• Please do not mind if at any time our staff request you to identify yourself. It is for your own security.
• When socialize with strangers, please do not reveal the name of your accommodation neither your apartment number. We remind you that access by non-guests is strictly forbidden. Please note that there is an extra charge for changing the number of people in your booking.
• Never allow maintenance personnel to enter your apartment without being requested or authorised by the management.
• Never allow non-guests to get into your apartment for unwelcome deliveries or other purposes, such as picking up food or signing a car rental contract, for instance. Anything like that must be done at the reception area.
• Never discuss specific plans for future excursions, outings, etc., in public or in company with strangers.
• It is important, if you find out any damage or irregularity, that you contact reception. Help us to improve by telling us.
• The electrical installation of your apartment is 220 volts. Ask us if you need a plug adapter.
• Please, use the facilities properly, respecting the furniture and common areas.
• Please respect the scheduled hours of all the facilities of the establishment.
• Respect the silence of the common areas during the night and napping hours, avoid making unnecessary noise for the good of all. Please, keep quiet.
• We would be grateful for your participation in the event that, during your stay at the establishment, any fire and/or evacuation drill is carried out.
• Some schedules may change depending on the time of year.

The personal data of the Clients may be included in our files for purely commercial and promotional purposes, and may be accessed at any time for rectification, modification or total or partial cancellation by simply requesting it by any means to the hotel establishment, based on the provisions of «The Spanish Organic Law 15/1999, of 13 December, on the Protection of Personal Data».

Strong Customer Authentication (SCA) in payment processing

In September 2019, a new Payment Services Directive (PSD2) started to be implemented in all countries of the European Economic Area. The aim of this regulation is to make payments more secure and reduce fraud through two-factor authentication, also known as Strong Customer Authentication (SCA), to validate any credit card transactions.

In two-factor authentication, customers are required to provide data related to at least two of these three categories when a card is charged:

1. By something that the customer only knows, such as a password or PIN.
2. Something that it´s owns, like a phone or a device.
3. Or something about the body, such as fingerprints. This also includes facial recognition.

In accordance with «The Spanish Royal Decree-Law 19/2018, of 23rd November, on payment services and other urgent financial measures».

https://www.boe.es/eli/es/rdl/2018/11/23/19