General conditions
General Terms of Use and Rental
In accordance with Decree-Law 9/2024 of August 2, issued by the Consell, modifying the regulatory framework for tourist-use accommodations:
These general conditions shall apply to all bookings that, under Decree-Law 9/2024, qualify as “tourist-use accommodations” (“VUT”) or as “non-tourist-use” (“Non VUT”).
1. Introduction
This document establishes the general terms governing the provision of hospitality services by Deniasol to its guests in properties managed under exclusive and comprehensive agreements, as well as those where Deniasol merely provides support services to the owner for vacation rental management.
These general booking conditions, detailed below, form an integral part of the contract between the guest (hereinafter “guest,” “you,” “your”) and COSTAGALATEA SL (VAT: B54989835), legally registered in the Tourism Registry of the Valencian Community under EGVT 323‑A, located at Calle Sagunto No. 1, 03700 Dénia – Alicante, Spain. Telephone: +34 965 787 145; Email: info@deniasol.es (hereinafter “Deniasol,” “we,” or “us”). Signing the contract implies acceptance of each of these terms, regardless of the booking channel used: Deniasol call center, Deniasol’s website (www.deniasol.es), or external booking platforms or agencies with which Deniasol has agreements.
2. Prices
Rental prices for our property catalog are always specified according to the rates shown on our website.
Published rental prices vary depending on chosen dates and may include discounts or special offers. These prices are clearly indicated on each property’s listing on www.deniasol.es. Prices, minimum stay requirements, and check-in days may differ by season, so we recommend performing date-specific searches on our website.
Prices include provision of the accommodation, all applicable house‑related taxes (VAT, local or community or tourist taxes as applicable), water expenses, energy costs, management fees, pool and garden maintenance, and final and periodic interim cleaning. Interim cleaning with towel and sheet changes is included for stays longer than nine days; for stays longer than fourteen days, cleaning frequency and linen changes will be agreed with the guest. For stays under one week, one towel change is provided and offered in person at the office.
Any extra charges for additional items not included in the property—such as extra beds, air conditioners, fans, cots, high chairs, or pet surcharges—are not included unless explicitly stated in the property’s description on the Deniasol website.
3. Booking and Payment Conditions
3.1 Contract Purpose
Booking and contracts are strictly for tourism purposes—not business, events, advertising, or other activities. We disclaim any liability for losses arising from non-tourism activities.
Per Decree-Law 9/2024, bookings by the same renter for stays of eleven days or longer cannot qualify as tourist-use accommodation (VUT) but may be considered non-tourist-use (Non VUT).
3.2 Booking Channels
Bookings may be made by phone, email, or via www.deniasol.es. Written confirmation will be provided promptly. The first payment must be made within 24 hours of confirmation for the booking to be considered formal and binding. The booking system will specify whether the reservation is VUT or Non VUT. If unspecified, bookings under ten nights are assumed VUT; over ten nights, Non VUT.
3.3 Payment Method
Payments must be made by bank transfer to the account indicated in your booking confirmation. Deniasol reserves the right to cancel the booking if payment is not received within 24 hours.
Remaining payments are due on the date specified in the reservation. The classification as VUT or Non VUT does not affect payment methods.
3.4 Fare Conditions
Different fare rates and cancellation conditions apply, clearly indicated during booking for both VUT and Non VUT options. Deniasol commits to honoring the selected price and cancellation policy.
3.7 Payment Deadlines
Deadlines are specified in the booking confirmation. Keys will not be handed over until full payment is received. If payment by bank transfer is not received by check-in, a hold equal to the pending amount will be placed on the guest’s credit card, which is released upon receipt. If payment is not made, the hold will be charged as guarantee. If no credit card is available, a debit card may be used, with a refund once payment clears.
3.8 Cancellation for Noncompliance
If the guest fails to meet payment deadlines beyond 24 hours, the booking will be cancelled automatically. Deniasol will send reminders and cancellation warnings via email.
3.9 Extending the Stay
Guests wishing to extend their stay may request it from Deniasol’s reservations department, provided the property is available. Additional nights are charged at the rate for the respective period, applying any discounts if applicable. The booking system will indicate whether the extended stay is VUT or Non VUT.
3.10 Shortening the Stay
No refunds are provided if the guest shortens the stay, as the booking is held for the full reserved period. The system must indicate if the reduction corresponds to VUT or Non VUT.
3.11 Changing Properties
Switching to a different property on a confirmed reservation is not allowed except as specified in clause 11.
3.12 Changing Dates
If guests wish to move their reservation earlier while keeping the same number of nights and property, availability and VUT/Non VUT status must be respected.
3.12.1
If the move causes a price increase, the guest must pay before arrival. No refunds are made for price decreases. Changes must clearly reflect price adjustments and follow availability and modality conditions.
3.12.2 Fragmenting the stay into multiple periods may be evaluated but is not guaranteed. Each segment must meet minimum stay requirements and is treated as a separate reservation, subject to applicable modification fees and cancellation policies per segment.
3.13 No‑Show
If the guest does not arrive within 48 hours of the scheduled check-in without notifying us, the reservation is considered cancelled, with no refund or discount—applies to both VUT and Non VUT bookings.
Cancellation Policy
Applicable to both VUT and Non VUT reservations:
Villas
-
More than 60 days before arrival: 0% penalty
-
60–30 days before: 50%
-
30 days or less: 100%
-
No-show: 100%
Apartments
-
More than 30 days before: 0%
-
30 days or less: 100%
5. Cancellation Due to Official Restrictions
Full refund if your stay (VUT or Non VUT) cannot proceed due to:
-
Mandatory seven‑day quarantine for entering Spain
-
Temporary border closures (departure or entry)
-
Perimetral lockdown preventing entry into the Valencian Community
-
Sector‑based rental bans in Spain or Alicante province
Refund eligibility applies if cancellation is requested between 14 and 7 days before arrival—or even during the last 7 days before arrival, subject to these conditions.
6. Security Deposit
A security deposit is held on your credit card upon arrival—no actual charge unless conditions are breached. If no credit card is available, a debit card will be used. The deposit is unlocked or refunded within one week after departure, provided no issues are found.
7. Long‑Term Bookings (over 28 nights)
Long‑term stays (over 28 nights) never qualify as VUT. Special terms and pricing apply; please contact our Reservations Team (+34 965 787 145 or info@deniasol.es) for details.
8. Check‑In
Deniasol operates two check-in offices:
-
Deniasol Centro: Calle Sagunto No. 1, 03700 Dénia, Tel. +34 965 787 145
-
Deniasol Marinas: Carretera de les Marines a Dénia 214, 03700, Alicante Tel. +34 965 787 145
Check‑in begins at 16:00. Full payment (including extras) must be completed to collect keys at the designated office. Do not go directly to the rental property. Cleaning and inspection must be completed beforehand. If arriving after 19:00, contact Deniasol for key handover coordination.
Per Royal Decree 933/2021, guests aged 14 or older must provide ID/passport details digitally or in person before check-in. Refusal to provide these legally required data will deny service and does not entitle you to a refund. Non‑compliance may incur fines ranging from €100 to €30,000 under Organic Law 4/2015.
9. Check‑Out
Check‑out is by 10:00. Keys must be returned to the same office used for check‑in. Late departure may incur an extra charge up to one full night’s rate due to housekeeping delays.
If significant damage or loss is found, it may result in a charge against the deposit up to its full amount. If damage exceeds the deposit, Deniasol will notify you and reserves the right to pursue legal action per clause XIV.
10. Usage Conditions
10.1 Guest Responsibility
The guest is liable for rental fees and damages caused by themselves and any occupants. The group may be held jointly responsible.
You must leave the property clean and tidy: return furniture, wash and store dishes, dispose of rubbish, and switch off appliances. Failure to comply may result in deposit deductions.
No key duplication, subletting, or unauthorized assignment is allowed. Violations may result in contract termination.
No external noise or music audible outside the property. If an event is permitted, it must comply with local legal limits, and neighbors should be informed beforehand.
If the property is part of a homeowners’ association, you must respect its rules. Breach may result in early termination without refund and possible notification to authorities.
10.2 Occupancy Limits
The booking is valid only for the number of guests specified. Exceeding this may lead to contract termination, forfeiture of deposit, and requirement to pay the full rent.
10.3 Parties or Events
Parties are strictly prohibited. Guest limits must be observed, and local noise regulations honored. Violation gives Deniasol the right to immediately terminate the reservation with no refund, and require departure. If refusal to vacate occurs, a penalty equal to twice the daily booking rate per day will apply. Damages are the guest’s responsibility and may be recovered regardless of who caused them.
Hiring the property for events is also prohibited regardless of type or number of attendees.
10.4 No Smoking Indoors
Smoking is permitted only outdoors.
10.5 Pets
Pets are only allowed if explicitly permitted by the property. They must be included in the booking and incur an additional fee. Unregistered or prohibited pets may result in cancellation—guest must vacate within eight hours. In approved pet stays, non-disclosure may result in a penalty up to three times the pet fee.
10.6 Property Access
Guests must grant access to Deniasol personnel or providers for inspections, interim cleaning (for stays over one week), pool/garden maintenance, or repairs. Staff will knock twice before entering and only use the key if there's no response.
10.7 Reasonable Concern for Property Damage
Deniasol reserves the right to cancel the rental if it reasonably suspects potential property damage. Violations also result in contract termination and forfeiture of deposit.
10.8 Energy Use
Energy costs are included, based on a maximum daily consumption of 15 kWh per person. Guests are urged to use energy responsibly and turn off devices when not in use.
10.9 Cleaning Fees
Final and interim cleaning costs are included per clause 2.
10.10 Keys
Guests receive one full set of keys; no duplicates.
10.11 Additional Services
Guests may request ancillary services via the reservations team. Early requests are recommended to ensure availability.
11. Deniasol‑Initiated Changes or Cancellation
Deniasol may substitute your booked property with a similar one if unforeseen issues arise. If substitution is not acceptable or impossible, guests may choose new dates or receive a full refund.
12. Services and Liabilities
Descriptions of the property are provided in good faith. Deniasol strives for accuracy, but occasional updates or changes to furniture or amenities may occur.
Deniasol is not responsible for changes outside its control, such as neighborhood works not commissioned by the host.
12.1 Construction Works
Unexpected works by neighbors, contractors, or authorities are outside Deniasol’s control and not grounds for compensation.
12.2 Satellite/Cable TV
Availability does not guarantee reception of all international channels.
12.3 Utilities and Internet
Deniasol is not liable for interruptions in water, electricity, or internet caused by authorities or providers.
12.4 Accidents and Theft
Deniasol and the property owner are not liable for personal injury, illness, death, theft, or property damage. Guests assume personal responsibility. Extra care is urged in kitchens and pools, especially with children or elderly guests.
13. Suggestions and Incidents
Deniasol has preventive and corrective incident protocols and weekly property inspections. Guests are asked to report any issue or suggestion by phone or email. Issues reported within the first 48 hours will be addressed promptly; after this window, claims may be forfeited. Compensation for malfunctioning AC or refrigeration is capped at 10% of the nightly rate (excluding cleaning and extras).
Reported incidents must be made directly to Deniasol by phone (+34 965 787 145) or email. If unresolved within 48 hours, the guest may submit a written claim. Relocating or leaving without prior consultation forfeits any refund rights.
14. Governing Law and Jurisdiction
This contract is governed by Spanish law, and any disputes will be submitted to the courts and tribunals of Dénia (Alicante), Spain.
