These booking conditions are the basis of our clients’ contract with SIERRA DE ESCAPA SL (owner of the MENORCASELECT brand), so they must be carefully read. None of them affects your regular statutory rights.
SIERRA DE ESCAPA SL is an AUTHORISED MERCHANT OF TOURIST STAYS, registered in the Insular Register of Tourism Companies, Activities and Establishments of Menorca under number CE 0173 ME. The registered office is located at C/ Pintor Orlando Pelayo, 15 – bajo 33203 – Gijón (Asturias. Spain). The company’s TAX ID [CIF] number is B74029174
- Booking confirmation
Once the deposit has been paid, and the booking has been confirmed, the client will receive a confirmation/welcome message. He/she will then need to provide us with any personal data requested, and will have access to: different documents detailing the services available during the stay, a list of recommended external providers, location of the villa and arrival information, etc. The contract between the client and MENORCASELECT shall be executed only when we send him/her a confirmation message, which is subject to the terms and conditions stipulated herein. In exceptional cases, we reserve the right to cancel any booking after confirmation. This would always occur within a maximum period of 24 hours. If such thing happens, we will immediately reimburse any payments made to us.
- Payment for the booking
The client is required to pay a deposit of 30% of the total price of the booking, at the time of confirmation. In the case that the confirmation is made less than 8 weeks before arrival, the client will have to pay 100% of the price. Payment must be made by credit card, using our website’s payment gateway. The final 70% will be charged to the credit card provided for confirmation, 8 weeks before the expected arrival date. If we have any difficulties in charging the final amount, due to any technical problems with the credit card, insufficient funds and the like, we will contact the client, so that he/she may immediately provide us with alternative card details, and thus allow us to process the payment properly.
If the client does not make the total or partial payment by the required date, the booking shall be considered to be cancelled.
- Cancellation Policy
If the client needs to cancel or modify the booking, he/she must notify MENORCASELECT as soon as possible, by email to the address that appears on our booking confirmation message. The booking will not be cancelled until we are notified through this medium.
Grace period: If the booking is cancelled within seven days of payment of the deposit or receipt of our welcome and booking confirmation message, we will refund the full amount to the client’s card. This does not apply to last minute bookings (made less than 8 weeks prior to the arrival date).
After this period:
- If you cancel your booking more than 8 weeks in advance of the expected arrival date, we will refund your deposit.
- If you cancel your booking less than 8 weeks prior to the expected arrival date, we will withhold the full paid amount at that moment. We will only refund your deposit (after deducting any applicable charges, such as those caused by a difference in prices, regarding a last-minute offer) if another client makes a booking to replace yours during the exact period and dates.
- Cancellation or modification of booking by MENORCASELECT
We do not expect to have to make any changes to the confirmed bookings, however, under very exceptional circumstances, we may be obliged to modify or cancel a booking (due to, for example, an Act of God in the villa or its surroundings).
Should this happen, we will let the client know about the cancellation (or modification) of the booking as soon as possible. When possible, we shall offer the client an alternative from the pool of villas at MENORCASELECT. If the price of booking of the replacement villa is less than that paid for, we shall refund the difference. If the price is higher, the client shall pay us the difference, or alternatively, he/she may cancel the booking. If we find ourselves obliged to cancel the booking, we will refund the full amount paid to that date. However, we shall not pay the client any additional compensation.
- Rules for check-in/check-out times.
Check-in is after 3:00 p.m. Check-out is before 10:00 a.m. unless, under exceptional circumstances, another time has been authorised, in writing, before the client’s arrival. The arrival information document given to clients by us includes: the location and access to the villa, keys handover, luggage storage facility which may be available if arrival to the island is earlier than the time set for check-in, or if flights/boats on the day of departure leave later than the time set for check-out (these details vary according to the booked villa/location).
If the client arrives later than expected, he/she must let our Customer Services department know. If he/she does not arrive within half a day of their scheduled check-in time, and we have not received any information regarding such delay, the booking will be considered to be cancelled. In this case, the client will lose all rights to a refund.
- Security deposit
At MENORCASELECT Club we do not require the payment of a deposit before arrival. This is not the case for the owners/managers of most other villas, which are furnished with much less quality and detail. We trust that our clients appreciate the quality and comfort of the accommodation we offer. They may think of the villa as a second home, and we therefore believe that they will care for it as if it were theirs. Similarly, MENORCASELECT does not charge extra cost for the use of equipment such as air conditioning, WIFI etc. However, we will use the data obtained from the credit card used to pay for the booking, in order to cover the costs of any possible damage caused to the facilities through negligent or careless use (excluding normal day-to-day damage, such as the breaking of a glass in the dishwasher etc.) If any other problems, which require valuable equipment to be replaced (a table burnt with candle wax, upholstery stained with food or suntan lotion, a broken sun-lounger, a missing/damaged tourist guide etc.) are found, we shall send you a photo of the damage, along with a breakdown of the costs incurred. These shall be charged to your credit card, in accordance with these terms and conditions.
The air-conditioner, in particular, must be used responsibly during your stay. Electrical costs are considerably high, and are increasing every year. When using the air-conditioner, clients must ensure that they do so during the time periods, and under the conditions, established in the villa’s manual. For example, they may not keep the air-conditioner running all day while they are at the beach, when the windows are open etc. They may not set it to an unreasonably low temperature (below than permitted). Please keep in mind that excessive use during the day may generate additional costs, which will be charged to your credit card after your departure.
We also trust that our cleaning staff will find the villa in an adequate condition after your departure. They should not find accumulated dirt, damaged bedding and linen, excessive mess, furniture that has been moved around etc. If this is found to be the case, we will charge the costs for extra staff/staff hours required to leave the villa in perfect condition, ready for the arrival of our next guests.
Our villas are meant for the enjoyment of our clients. It is very rare for us to encounter the above-described problems. However, we have sometimes found them. Unscrupulous customers have led to serious losses on our part, forcing us to take measures to protect our expensive, high-quality investment. We hope that you understand and undertake to behave responsibly in this matter.
- Client obligations
By accepting these Terms and Conditions and confirming the booking, our clients commit to:
– Comply with the rules of the villa (listed in the manual, which may be found upon arrival at the villa) and ensuring that every member of their group/family does so as well.
– Ensure that the villa, furniture and equipment are left in good condition when vacating. All kitchen supplies must be left in a clean condition. The fridge, oven and cupboards must not contain any food products.
– Leave the walls, doors, windows and any other installation in good condition.
– Take all necessary precautions in order to safeguard your personal belongings. We are not liable for damage or loss of your belongings, unless it was caused by the negligence of our staff.
– Do not allow any person, other than those expressly permitted to do so to stay in the villa. The make-up of the group may not change significantly during the stay. No activities which generate excessive noise and/or which may reasonably infer to provoke annoyance to our staff, or any inhabitants of the neighbouring villas may be carried out (an example of this would be the playing of loud music). Pets are not permitted on the villa, unless prior, written authorisation has been obtained from us. If any of the above rules are not respected, we may refuse to hand the villa over to you on the day of your arrival. If you have already arrived, we may ask you to vacate the villa at any stage of your stay. If such thing happens, we will treat it as a cancellation of the booking by yourself.
In the event that, during the months between the confirmation of the booking and the arrival date, the composition of the group is modified with respect to what was indicated when confirming your booking, an email must be sent to us, stating the name of the person who is joining the group, including the age of any minors. In such case, the following must be born in mind:
- The new group may not contain more members than the stated maximum capacity of the villa. This will depend on the number of bedrooms available, as well as on their distribution.
- If you have obtained a special rate, as part of a couple or a small group in a large house and more people decide to join you, you must request a new quote from us, as an extra charge must be paid before your arrival to the villa.
- If you need extra equipment, not listed in your original booking (extra beds, cots etc.), you must confirm and pay any applicable extra charges before your arrival.
– Allow any representative of MENORCASELECT to access the villa at any reasonable time during your stay, for the purposes of carrying out essential repairs, maintenance of the pool and gardens etc.
– Take care of any copies of the keys handed over upon arrival. They must be returned when you leave, in accordance with the instructions given. The same applies to the keys of some of the models of safe boxes made available to you. The loss of a copy of any of these keys carries a cost of € 50. These shall be charged to the credit card used when making the booking. If the customer accidentally takes a set of keys when leaving the villa, the same charge will apply. The client must also pay for the cost of returning them to us.
– Thoroughly check the villa on the last day of your stay, in order to check that no belongings have been forgotten. SIERRA DE ESCAPA SL is not responsible for any loss or damage incurred. If any belongings are found by cleaning and maintenance staff after you have left, you shall be informed, and the belongings will be stored for 15 days. In that time, you may request that they be sent to you. You will be liable for any applicable costs, as well as an additional managing charge of € 10. This will be charged to the credit card used when making the booking.
- Reporting incidents/complaints
At MENORCASELECT, we do our best to ensure that our clients have a pleasant and peaceful stay. However, during the season, small incidents, breakdowns, occasional monitoring failures etc. are inevitable. If the client would like to make a complaint, or report an incident related to any equipment, he/she must contact our Client Care Service in order to ensure that it is resolved as quickly as possible. Menorca is a small island; this sometimes makes it difficult to resolve these issues effectively, unless we are notified promptly. Problems which may be resolved quickly and simply (e.g. problems related to the cleanliness of the villa) must be communicated to us when the client is in the villa, as soon as possible after he/she has arrived.
Although we are committed to addressing any issues as quickly as possible (we rely on the services of specialised external providers for this purpose), it must be kept in mind that in a small island, such as Menorca, it is not always possible to obtain the materials or spare parts required within a short period of time. We very much appreciate your understanding in those situations. It is not usual for these situations to arise on our villas. However, we ask that you keep in mind that we are not responsible for any time spent waiting for repairs if our maintenance technicians or official technical service -as may be the case- (please see the following point), are not able to fix your problem immediately.
9. Our responsibility
Our clients may avail of our client care service, 24 hours a day, 7 days a week, from the moment they arrive (including any welcome visits). This service is available to our clients in case of any eventualities, if they have any requests or if they find themselves in an emergency situation during their stay.
Upon arrival, we shall hand the villa over to our client, including any equipment and facilities (swimming pool, gardens, WIFI, air-conditioning etc.) These shall be in perfect condition, in accordance with the photographs and descriptions available on this website.
It must be kept in mind that only a few hours will have elapsed between the time that one group vacates the villa and another one starts to occupy it. This may make our job harder if the group who has vacated the villa has not left it in a clean and tidy state. We will carry out any small jobs or adjustments that need to be carried out as quickly as possible, after it has been reported to us by the client.
REPAIRS/BREAKDOWNS. We are committed to choosing partners who have demonstrated a high degree of professionalism, so that any repairs which need to be carried out during our clients’ stay may be carried out as efficiently and quickly as possible. However, we do not accept responsibility for the work carried out by those partners, their employees or agents.
Please also note that we do not accept any responsibility, nor will we entertain any claims for a refund, for damages incurred due to faults in the public services such as the water or electricity supplies, as we have no control over these. This also applies to sewerage systems, pipes or faults in audio-visual/mechanical equipment, air-conditioners, appliances etc. located in the villas. Having said that, we will use all our resources and will do our best to find a solution to any of these problems when appropriate. We endeavour to do this as quickly as possible, within the limitations imposed by the island, keeping you informed of all the efforts undertaken by us. We will also provide you with equipment to help you alleviate the consequences of the fault/breakdown while the repair is being carried out. If a repair is found to be inappropriate, we endeavour to replace the item quickly.
Although theft is very uncommon on this island, please bear in mind that we do not offer compensation of any kind, nor do we accept any responsibility for theft, whether it was carried out in the villa, or in its surroundings. If you lose an item of value while on holiday due to theft etc. you must report the facts immediately to the local police and obtain a written copy of your complaint. If such document is not obtained, it will be difficult for you to submit any claim to your insurance company.
EXCURSIONS AND EXTERNAL SERVICES. Excursions, adventure tourism activities, transfers, car rental or other services that you choose to book or pay for, with any company, during your stay, whether or not they have been recommended by MENORCASELECT, do not form part of the contract which you sign with us. Any contract that you sign for any excursion, airport transfer or other service will be between you and the service operator. We offer information about the recommended providers, but we are not responsible for the service provided by them.
SERVICES IN THE ZONE Some facilities in the zone where your holiday villa is located, such as supermarkets, bars, restaurants, etc. may not be open at certain times of the year, especially in spring or autumn. We have no control over their opening hours/dates. We do not accept responsibility for any services which are unavailable at any time during your stay.
CONSTRUCTION WORKS. Most of the minor renovations and/or maintenance jobs that may need to be carried out in other villas will not affect you. However, although it is unusual in an island as quiet as Menorca, from time to time and as in any other place, it is inevitable that there will some noisy construction work nearby. We have no control over such thing, and we are not warned when these projects will begin. We are therefore unable to take responsibility if a project begins suddenly in an area close to our villas. We do not accept claims for total or partial refunds, due to construction works. Having said this, legislation exists, which prohibits this type of activity at certain hours of the summer. During other seasons, if we become aware that a significant construction project, which seriously disrupt our clients’ enjoyment of their holidays, we shall let you know as soon as possible. If the noise causes a high level of inconvenience, and if there is another villa available in our Club, we also promise to allow you to move to it, at no extra cost, for an agreed upon number of days.
SPECIAL NEEDS AND REQUESTS. Some of our villas may not be suitable for clients with disabilities or limited mobility, nor for families with small children. The descriptions available on our website should help you decide which villa is most suitable to you. If any member of the group suffers from a disability, and requires special equipment or services, if anyone has certain needs regarding the distribution and facilities found within a villa, or if there are babies or young children travelling in the group, please let us know in writing. When receiving your booking confirmation and in any subsequent communications please also ensure that we have included all the required details/information. We cannot take responsibility for the appropriateness of specific facilities, if we have not been made aware of our clients’ needs. We need to be told of these issues before the booking is confirmed- we shall be happy to advise you on everything necessary. If needed, we will propose suitable options, to make sure that you choose the most appropriate villa.
Likewise, if any client wishes to make a special request regarding their stay (small events, family celebrations etc.) they must let us know before confirming their booking, or within a reasonable time period from that moment on. We will do everything possible to manage your requests with the appropriate service provider. However, we cannot guarantee that we will be able to meet them, as we are located on a small island, with obvious limitations. Failure to comply with any special request will not be a breach of contract by us, unless the request has been confirmed specifically and in writing before your arrival.
DATA PROTECTION. MENORCASELECT will not provide personal information about our clients to third parties, except those required by a supplier to process your booking. The information regarding your booking and/or any attached file(s), sent from MENORCASELECT is confidential/privileged and is intended to be read only by the person(s) to whom it is addressed.
Likewise, you are also informed that pursuant to the provisions of Organic Law 3/2018 on the Protection of Personal Data, users shall be requested to provide some personal data which are incorporated into a file created and maintained under responsibility of SIERRA DE ESCAPA SL.
Said data shall be processed in accordance with the measures imposed by Law 15/1999 in favour of the interested party without being transferred or disclosed without the interested party’s consent, who may exercise the rights of access, rectification, cancellation, deletion, transferability, limitation, opposition to the processing of information at email@example.com
The contract between our clients and SIERRA DE ESCAPA SL is governed by Spanish law. Any dispute arising between the parties shall be heard by the Court of Mahon, Menorca – Balearic Islands.