Dream España

HOLIDAY RENTALS - ESTATE AGENTS - PROPERTY MANAGEMENT

TERMS AND CONDITIONS

The Company

Dream Espana UK Ltd (The Company) acts as booking agents for the Owners of the properties featured in the portfolio. Bourne Estates SL (The Company) acts as managing agents for the Owners of the properties featured in the portfolio.

Once The Company has issued the holiday confirmation, the binding contract is between you and the Owner of the property you have booked and these booking conditions form the basis of your contract with the Owner. They also set out the basis of our involvement as the booking agent.


Property Portfolio

Dream Managed Properties (DM)/ (DMA). These properties offer a high standard of accommodation, facilities and service. We offer a 24 hour emergency assistance helpline. Many additional services such as personal check in, welcome packs and additional items to hire are available.

Dream Managed Properties (DMO)/ (DO). A small selection of Dream Managed properties where the owner is directly responsible for the housekeeping of the property. All other management responsibility remains with The Company.

Owner Managed Properties (OM)/ (OA). A small selection of our properties featured are managed directly by the property Owner, these properties adhere to the same high standards as Dream Managed properties, with the only difference being that your arrival and any in resort assistance you may require will be handled by the Owner. Details of who will be given to you prior to your arrival.


Company Liability

Should a confirmed property be removed from our portfolio for whatever reason, the Company will offer you a suitable alternative from our portfolio (if the alternative property is less expensive than the original one we will refund the difference, but if the property is more expensive you will have to pay the difference.), or you can accept a cancellation, in which case we will refund all monies paid to us.

The Company shall not accept any liability in relation to the cancelled booking such as flights, car hire or any other travel expenses incurred.

The Company shall not incur any further liability for damages or consequential loss or for any cancellation due to circumstances beyond The Company’s control, including war or threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions or any other cause.


Alterations by You

If you wish to make any changes to your booking, we will make every effort to accommodate your request but only in agreement with the Owner of the property. An administration charge will be applied for any changes made.


Booking and Payment

A provisional booking will be held for a period of seven days until we receive a signed booking form. Our base currency for the majority of our portfolio is in Pounds Sterling (GBP). We accept payment in Euro. For transactions involving currency conversion from GBP to Euro, Dream España adds a small percentage to the exchange rate. This serves as a protection against the volatility and risk involved in the FX markets. Dream España exchange rates are updated regularly.

A deposit of 25% of the total holiday cost is payable when booking. This is non – refundable in the event of any cancellation notification.

We reserve the right to re-let the accommodation if the 25% deposit is not paid within 4 days of booking.

Cancellation notification is required in writing by post or by e-mail and must be either signed by or originate from the same e-mail address as the person who signed the booking form.

For those Clients who book within eight weeks of their departure date, full payment is required at the time of booking.

The balance on our confirmation invoice becomes due 8 weeks before departure, and we reserve the right to re-let the accommodation if this condition is not met. The booking deposit previously paid is non – refundable.

For cancellation within 8 weeks of departure the client remains liable for the following percentage of the total holiday cost:

  • 42-55 days: 60%
  • 29-41 days: 70%
  • 22-28 days: 90%
  • 0-21 days: 100%

Travel Insurance

It is your responsibility to ensure all party members are appropriately insured and to arrange additional cover if necessary.


Prices

We reserve the right to alter our prices, which may go up or down. We will advise you of our current prices at the time we confirm the booking, which will also over-ride any prior verbal quotations.


Breakages/Damages

An additional ‘breakages/damages deposit’ of €250 (€uros) is required. We will pre-authorise your card to cover any breakages or damage and are authorised to debit up to €250 (€uros). Any breakages or damage should be reported to the Dream Espana office at the time they occur.  You will be notified of any breakages or damages recorded after your departure, and your credit card charged up to €250 (€uros).

Your payment details are encrypted and held on a PCI compliant server. They are destroyed one week after your departure. The security of your details are of the utmost importance to us. If you have any queries, please do not hesitate to contact a member of our team at our Nerja office on +34 952 527 272.


Special requests

Any special requests must be put to us in writing and whilst we will make every effort to adhere to your requests, we cannot guarantee that we will always be successful.  At the time of booking, please advise our reservations staff of any special requirements.


Group bookings

We have the right to refuse reservations for parties of four or more persons of the same sex. We will not accept group bookings under the age of 25.


Maximum Occupancy

The occupants of the booked property must agree as detailed on the booking form. If you wish additional occupants, this must be agreed with Dream Espana prior to occupation. In any case, the maximum occupancy as stated in the property description must not be exceeded.


Behaviour

We expect all Clients to have consideration for other people. If in our or the owners reasonable opinion or in the reasonable opinion of any other person in authority, you or any other member of your party behave in such a way as to cause danger, upset or distress to any third party or damage to property, the Owner, Dream España, or any person in authority are entitled, without prior notice, to terminate the contract of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation. Neither the Owner nor Dream España will have further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.


Arrival & Departure

The rental period is from 3.00pm on the day of arrival to 10.00am on the day of departure. Any variation of these times is by prior arrangement only. Any arrivals and/or departure outside of these times must be agreed with Dream España.

On departure, Clients are expected to remove all personal items, empty all bins, empty dishwasher, wash up and put away all kitchen equipment, wipe surfaces, sweep floors and leave the property as clean as you would expect it.

The following charges apply to late check outs:

Up to 3pm - 30 euros, up to 7 pm - 50 euros and after 7pm - 1 night rental charge.

Late check outs cannot be confirmed until during the week of the Clients stay.


Our Properties

All of our villas and apartments are privately owned and are furnished to the Owners taste.  Inevitably the standard and style will vary considerably from property to property and although we do endeavor to give accurate descriptions, occasionally interiors, furniture, furnishings and surroundings may differ from photos supplied. Remember you are staying in someone’s private property. Treat the accommodation and its furnishings and fittings carefully. Please respect your neighbours and avoid causing noise and/or any nuisance.

You must satisfy yourself as to the suitability of the property which may affect your stay (for example, disabilities, elderly persons, babies and small children). We cannot accept responsibility for any subsequent problems incurred. If we reasonably feel unable to properly accommodate the particular needs of any member of your party, we reserve the right to decline your booking on behalf of the Owner.

You will be expected to provide basics such as toilet rolls, cleaning materials, cooking basics, bin liners, etc.


Keys

The Clients are responsible for all keys whilst they are in their possession and for their safe return to the agent or specified location. Loss of any keys while in your charge will incur a €50 (€uros) replacement charge per key plus any costs incurred employing a locksmith. In the event of lost external door keys, the Client is liable for the relevant replacement locks.


Security

The Clients are responsible for the security of the property at all times whilst in possession of keys and for the safe keeping of all items of property within the property. The Client must secure the property at all times including on their departure.


Linen and Towels

All bedding linen and bath towels are provided; beach and pool towels are NOT and must be provided by the Clients. Bath towels provided must NOT be used round the pool or at the beach. Beach towels are available for hire from the Dream Espana office.


TV/Satellite TV

It is possible that UK ‘free to view’ channels received via satellite will not be available in Spain from the early part of 2014. Whilst many properties are advertised with UK television channels, Dream España cannot be held responsible for the loss of this service, which is out of our control.

AIternative methods of receiving UK ‘free to view’ TV channels are being investigated. Whilst every effort will be made to offer continued viewing of UK TV, we are unable to guarantee that this will be an option for all of the properties in our portfolio. Please do not attempt to retune the satellite TV’s as this will incur the expense of a technician having to attend the property to sort out any problems.


Internet Connection and WIFI

Where properties are advertised with internet connection or WIFI, this service is provided by a third party company. Dream España cannot accept responsibility for the speed or reliability of the WIFI/internet connection. In the event that the WIFI/internet connection fails, reasonable time must be allowed for a technician from the internet provider to investigate and solve the problem.

Please do not attempt to make any changes to the router set up or passwords. If a technician is called out and the problem is due to ‘user error’, a charge of 30 euros will be incurred.


Bathrooms

“Bathroom” in the property description could be bathroom or shower room.


Utilities

All prices quoted are inclusive of gas, water and electricity for up to a period of four weeks. Any other period will be as agreed with The Company before commencement of the letting.


Smoking

No smoking is permitted in any of our rental properties.


Pets

No pets are permitted in the property at any time.


Swimming pools

Dream Espana cannot accept responsibility for the opening dates or times of communal pools.  We will where ever possible provide accurate information as to the opening of pools, however this can be changed without notice.


Maintenance/interruptions

Swimming pools and gardens are maintained regularly.  From time to time routine maintenance repairs and cleaning have to be carried out.

Nearby building works can sometimes be a problem and we can only give assurance in this regard at the time of booking and cannot accept responsibility should activity commence without notice. Cuts in water and electricity supplies may occur at any time without warning and we cannot be held responsible for these events.


Public supplies

Should public supplies fail, such as water and electricity, or plumbing systems and mechanical equipment fail, we can accept no liability, but will do our utmost to rectify any problems as swiftly as possible.

The duration of the rental contract being less than four months, and according to article 2.2.g of the regulation RD 235/2013 of 5th of April, the property owner does not have to produce an Energy Certificate.


Resort Developments

It is inevitable that most resorts will expand and building work is occasionally unavoidable.  Local authorities may grant permission to build/alter properties and roads without notice.  Unfortunately such developments are beyond our control, however if we are made aware of the situation and we consider it will significantly affect your holiday, we will advise you wherever possible.


Property Details and Website Accuracy

We have taken care to ensure accuracy at the time of publication of our property details and website. We will endeavour to inform you of any material accuracies or changes that occur after we receive notice. Regrettably, errors in information and prices do occasionally occur. You must therefore ensure that you check all details of your accommodation and other services (including prices) at the time of booking. All accommodation and other services featured in our property details and website are subject to availability.


Complaints

In the unlikely event of a complaint you must contact us as soon as practicable with full details of any problems.

Reasonable time must be allowed for The Company in the case of ‘Dream Managed’ properties or the Owner in the case of ‘Owner Managed’ properties to act upon on/ rectify any complaint.

Please be aware that the services of tradesmen can take longer to materialise in Spain.

If despite having contacted us the problem remains unresolved, it is essential that you contact the Dream Espana office again as we are entitled to assume that you are satisfied if we do not hear from you again.

You must not independently move to other accommodation without giving The Company every opportunity to assist you resolving your complaint or problem. If you do so, or refuse reasonable rectification, you may prejudice your rights to compensation or repayment.

If you think the complaint was not handled correctly, you must on your return home, put your complaint in writing to us within 7 days. We cannot accept responsibility for damage, loss or disappointment that we were not given reasonable opportunity to rectify, or of which we were not notified in accordance with this clause.