Terms and Conditions

Dream España UK Ltd (referred to hereafter as The Company) 31a Holly Bush Lane, Sevenoaks, Kent TN13 3TJ, United Kingdom with registration number 04408310 acts as a booking agent for the Owners of the properties featured on www.dreamespana.com

Once The Company has issued the holiday confirmation, the binding contract is between the holiday maker (referred to hereafter as you / your / the guest) and the Owner of the property you have booked. The booking conditions below form the basis of your contract with the Owner. They also set out the basis of the Company’s involvement as the booking agent.

Dream Managed Properties (with reference numbers beginning DM/DMA/DO) -  These properties are managed by the Company and offer a high standard of accommodation, facilities and service including a 24 hour emergency assistance helpline. Many additional services such as welcome packs, airport transfers and additional items to hire are available.

Owner Managed Properties (OM)/ (OA) - A small selection of properties that 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 whom will be given to you prior to your arrival.

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 endeavour to give accurate descriptions, occasionally interiors, furniture, furnishings and surroundings may differ from photos supplied.

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.

You must satisfy yourself as to the suitability of the property before you book (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.

Please note, you will be expected to provide basics such as toilet rolls, cleaning materials, basic cooking ingredients, bin liners, etc.

COVID 19 - Due to Coronavirus (COVID-19), certain services and amenities at rental properties may be reduced or unavailable.

 

In the unlikely event of the Company having to alter your holiday due to circumstances beyond are control we reserve the right to do so. Should a property that you have booked 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 you will receive a refund all monies paid to the Company.

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

If you have booked via a 3rd party please refer to the original confirmation from that party for your cancellation and deposit terms. If you have booked directly with Dream Espana UK the following terms and conditions apply.

A provisional booking will be held for a period of four days until we receive a checkin form and the deposit payment. In the event of the checkin form not being completed by you, payment of the deposit itself indicates your acceptance of these Terms and Conditions.

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 e-mail to rentals@dreamespana.com 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. Where you have paid your deposit with a card, the balance will be charged to the same card 8 weeks prior to your booking start date.

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%

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.

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

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.

An additional ‘breakages/damages deposit’ of €250 (euros) is required. The card details you used to pay for your booking will be held and pre-authorised for this purpose. The card details are held by the card processor on a PCI compliant server.

Any breakages or damage should be reported to the Company at the time they occur. If a damage or breakage is recorded after your departure you will be notified and your credit card charged up to €250 (euros). Your card details will then be destroyed.

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.

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. We do not accommodate stag or hen parties.

The occupants of the booked property must agree as detailed on the check in form. If you wish to add additional occupants, this must be agreed with the Company prior to occupation. In any case, the maximum occupancy as stated in the property description must not be exceeded. Failure to comply may result in eviction from the property.

We expect all holiday makers to have consideration for other people. Please remember you are staying in someone’s private property and treat the accommodation and its furnishings and fittings carefully. Most of our properties are in residential areas and we ask that you respect your neighbours and avoid causing noise and or any nuisance. It is your responsibility to read and abide by local community rules.

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 the property, the Owner, the Company, 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 the Company 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.

The rental period is from 15.00 on the day of arrival to 10.00am on the day of departure. Any variation of these times is by prior arrangement only and will be subject to an additional charge. Any arrivals and/or departures outside of these times must be agreed with the Company. A late check out cannot be confirmed until during your holiday and when a late check out is agreed the following charges will apply:

  • Up to 3pm - 30 euros
  • Up to 7 pm - 50 euros
  • After 7pm - 1 night rental charge

On departure, you are expected to remove all personal items, empty all bins, empty dishwasher, wash up and put away all kitchen equipment and wipe work surfaces.

The company will endeavor to respect your privacy and to keep any disruption to your holiday to a minimum. However the Company and the Owner reserve the right to access the property to provide basic housekeeping services, for reasons of maintenance or repairs, and in the event of an emergency.

During the rental period you are responsible for all keys to the rental property and for their safe return to the agent or specified location. Loss of any keys while in your charge will incur a €50 (euros) replacement charge per key plus any costs incurred employing a locksmith. In the event of lost external door keys the locks will need to be changed for security reasons and you will be liable for the cost of the locksmith and replacement locks.

If the keys are not returned at the end of the rental period you will be charged the cost for replacing the locks.

You are responsible for the security of the property at all times whilst in possession of the property keys and for the safe keeping of all items within the property. You must secure the property at all times including on your departure. Remember to shut all windows and blinds when you go out.

All bedding linen and bath towels are provided; beach and pool towels are NOT and must be provided by the holiday makers. Bath towels provided must NOT be used round the pool or at the beach. Beach towels are available for hire from the Company.

Please take care with tanning products and henna tattoos as they can mark linen, towels and soft furnishings. Your breakage deposit will be charged in the event that any stains cannot be removed.

Many of our properties currently have UK ‘free to view’ channels received via the internet or satellite. These services could be lost at any time and without prior notification. Whilst many properties are advertised with UK television channels, the Company cannot be held responsible for the loss of this service, which is out of our control.

If you experience problems with the TV system please do not attempt to retune the TV or internet/satellite box. Please notify the Company of the problem during office hours. If you try to retune the TV yourself it invariable does not work and will incur an expense to you of a technician having to attend the property.

Where properties are advertised with internet connection or WIFI, this service is provided by a third party company. The Company 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.

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

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. Should public supplies fail, such as water and electricity, or plumbing systems and mechanical equipment fail, the Company 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.

No smoking is permitted in any of our rental properties. If there is evidence of smoking within a property during or after the rental period a charge will be applied to your breakage deposit to cover the costs of removing the smell, ash etc.

No pets are permitted in the property at any time. Failure to comply may result in eviction from the property. A charge will be applied to your breakage deposit to cover the costs of removing any pet hairs or other damage related to the animal.

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

For your health and safety please respect the normal rules of swimming pools, including.

 

  • Do not dive into any swimming pool and do not run around the
  • Do not take any glass near the pool. Broken glass in the pool will result in the pool being emptied and cleaned. The guests will be responsible for the cost of this
  • Shower before entering a swimming pool as sun creams and oils have a detrimental effect on the quality of the pool
  • Some pools are not gated and it is the parents / adults responsibility to ensure non-swimmers and children are not left unattended near the pool at any time. The company and the property owner do not accept any responsibility for pool related accidents that occur due to insufficient

Swimming pools and gardens are maintained regularly. From time to time routine maintenance repairs and cleaning have to be carried out and the pool/ gardens may be closed during this time.

If a private pool is not clean, we ask guests to contact the Company as soon as possible so they can take the necessary steps to rectify the problem. This does not include removing leaves which might have blown into the pool.

Please read the health and safety information provided in each property. Please be aware that Spain is a very dry country and outdoor fires or BBQs should not be lit except in designated areas.

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.

Spanish law requires the Company to submit the passport or ID card information of all holiday makers over 14 to the local authorities. The Company therefore asks all holiday makers over 14 to provide the following information prior to arrival in resort:

  • Passport or ID number
  • Issue date
  • Expiry date
  • First Name and Surname
  • Sex
  • Nationality

 

The Company does not permit clients to access the rental property until this information has been provided.

Airport transfers can be booked with the Company. In the event that you do not show up for a booked transfer the cost of the transfer will be charged to your breakage deposit and no refund will be available.

Any personal possessions left in a rental property will be held for two weeks. During this time if you provide a contact address the items will be returned to you and you will be charged the resulting costs. If we hear nothing from you the items will be donated to a local charity.

If you require assistance during your stay please do not hesitate to contact us. Our office hours are 10.00 to 17.30 Monday to Friday and 10.00 to 14.00 on Saturday. These hours may vary on bank holidays.

The company, or the property owner, will inform the guests of an emergency telephone number that can be used outside of these office hours. This number is for emergency use only for example if you have locked yourself out of the property or if you have a serious maintenance issue. Non urgent problems e.g. the TV or WIFI not working does not constitute an emergency. Calls to the emergency number for non-urgent reasons could incur a minimum charge of 30 euros.

In the unlikely event of a complaint you must follow this procedure:

  1. Contact us as soon as practicable with full details of any problems
  2. Allow reasonable time for the Company or the Owner to act upon on and rectify any complaint. (Please be aware that the services of tradesmen can take longer to materialise in Spain especially over weekends or bank holidays).
  3. If despite having contacted us the problem remains unresolved, it is essential that you contact the Company again as we are entitled to assume that you are satisfied with any action taken if we do not hear from you again.
  4. 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
  5. 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 and email it to rentals@dreamespana.com. 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

Data protection is of a particularly high priority for the management of Dream Espana UK. For full details of our policy please visit: https://www.dreamespana.com/index.php/privacy-policy

Dream Managed Properties (with reference numbers beginning DM/DMA/DO) -  These properties are managed by the Company and offer a high standard of accommodation, facilities and service including a 24 hour emergency assistance helpline. Many additional services such as welcome packs, airport transfers and additional items to hire are available.

Owner Managed Properties (OM)/ (OA) - A small selection of properties that 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 whom will be given to you prior to your arrival.

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 endeavour to give accurate descriptions, occasionally interiors, furniture, furnishings and surroundings may differ from photos supplied.

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.

You must satisfy yourself as to the suitability of the property before you book (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.

Please note, you will be expected to provide basics such as toilet rolls, cleaning materials, basic cooking ingredients, bin liners, etc.