Guest Client Booking Terms & Conditions
Before making a booking request, please ensure you understand and are in agreement with our terms and conditions set out below. This will enable us to ensure all our Guest clients have the best holiday possible and are protected. By booking with Horizon Holiday Villas, you are agreeing in full to these terms and conditions.
Your Holiday Contract
When you make a booking as Party Leader you guarantee that you have the authority to accept and do accept on behalf of your party these terms and conditions. You must be at least 18 years old to make a booking with us. Your contract with Horizon Holiday Villas is made once your booking has been confirmed. Your contract with us will be governed by Spanish Law and is subject to the jurisdiction of the Spanish Courts at all times
Your Personal Details
The names of all occupants of the rental property must be given by the Party Leader prior to the arrival date. No person, other than those whose details are provided, shall occupy the property during the holiday rental period.
In line with Spanish law, we require information from your ID, and in some cases a colour photocopy of passports, for guests staying at the property. We will send you a registration form to complete in advance of your arrival date.
Horizon Holiday Villas is not the owner of the apartment or villa booked and reserves the right to provide personal details of the Party Leader and party members at its sole discretion to the Owner of the property booked, if requested by them.
Paying For Your Holiday
When you request to book directly with Horizon Holiday Villas, we will send you a provisional booking confirmation and details on how to pay the Booking deposit. You then have 3 days to confirm that a reservation deposit has been made. If you fail to do this, the reservation will be cancelled and you will have to request to book again.
Holidays are not confirmed in full until a deposit has been paid following receipt of provisional booking forms.
The Booking deposit of 25% of the total holiday price must be paid to Horizon Holiday Villas before the holiday booking can be confirmed, the deposit is payable via Bank Transfer to Spain or debit /credit card via PayPal. Payments must be paid in € (Euros). Horizon Holiday Villas will provide a payment breakdown showing the amount required and details to make payment.
Your holiday must be paid in full at least eight weeks before the holiday start date. Horizon Holiday Villas will send you a reminder nearer the time.
The balance of the holiday is paid via Bank Transfer to Spain, or debit /credit card via PayPal.
When making a bank transfer for your payments, all bank charges are to be paid by the Guest client. Horizon Holiday Villas must always receive the full amount quoted and required for your rental balance or else your holiday will not be considered paid in full.
Paypal payments may incur a fee which is the fee that Paypal charges.
If the balance is not paid to Horizon Holiday Villas at least eight weeks before the Holiday start date, Horizon Holiday Villas reserves the right to cancel the holiday contract. In these circumstances, the Booking deposit of 25% will not be refunded if it has been paid.
Arrival and property details will be issued as soon as your holiday has been paid for in full. Guaranteed entry time is 4 pm on the day of your arrival and standard departure time is 10 am on the day of your departure (this can be flexible with prior discussion or on request for later departure during your stay).
Full booking confirmation, arrival details and property directions and address may not be disclosed until your holiday has been paid for in full.
Bookings made less than eight weeks before the Holiday start date will be classed as a Late Booking and thus we cannot accept anything less than payment in full within 5 days of a request to book, in order to reserve a property.
Bookings taken within 7 days of the holiday start date, require payment in full by debit/credit card via our Paypal account.
Please check your confirmation, final itinerary and all other documents you receive from us immediately on receipt. You must contact us immediately if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the holiday we have confirmed to you but it is your responsibility to ensure your booking details are correct.
If You Change Your Booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the Party Leader.
If you change your booking later on, you may have to pay an amendment charge. We reserve the right to refuse the requested change to your booking at any time.
If one of your party withdraws from the holiday, someone else can take their place providing they satisfy the conditions of the original booking, and their ID details are provided either before on arrival.
If You Cancel Your Holiday
To cancel the entire holiday, the Party Leader must email us directly. Cancellation takes effect on the date we receive and acknowledge your email. If we do not acknowledge the email it may indicate that we have not received it, and should therefore be sent again.
If you cancel after we confirm your booking, you must compensate us for losses, as we incur costs from the moment you make the booking. Therefore, the following cancellation charges apply:
- More than 10 weeks prior to arrival – deposit only retained
- 60- 0 days prior to arrival 100% of the cost of your holiday retained
If you have to cancel for a reason covered by your insurance policy, any losses must be claimed directly from the relevant insurance company. When only some members cancel in a group that have booked a holiday together, the charge will be based on the price of their holiday only.
In the unlikely event that the Property Owner has to cancel the booking made by the Guest Client, then alternative accommodation shall be provided of a similar standard applying the terms of this agreement. If this is not possible, all monies received from the Guest Client will be paid back in full and final settlement of any claims.
This is reserved exclusively for the people named by the Party Leader and no other persons are permitted to stay at the accommodation unless this has been agreed with us in writing and appropriate payments made (if applicable).
The price to the Guest client for the rental period of the agreed property shall include:
- Cleaning of property prior to arrival – if you are not happy with the standard of the clean on your arrival it is very important to inform us as soon as possible. We are only a few minutes away and will attend to any problems you have there and then DAY or NIGHT, or if non urgent in the morning
- Full set of clean linen and towels per named Guest client
- Utilities (electricity, gas and water charges). In some cases there may be an extra change for air conditioning or WIFI, depending on instructions from the property owners. Excessive use of the air conditioning may result in an additional charge at the end of your stay, but this very rarely happens.
For longer rentals of 2 months or more, alternative arrangements may apply which will be set out in your quote.
The price to the Guest client for the rental period of the agreed property shall NOT include:
- Car hire
- Airport transfers (unless requested and arranged in advance)
- Travel insurance
- Beach towels (unless stated in the property description)
Late Arrival Times to your Property
Please note that we provide a meet and greet service, any time day or night, so we need to know your approximate time of arrival in advance of your arrival date. You must have a functioning mobile phone to hand on the day of arrival. If there are any delays to your journey, for example a flight delay, you should notify us as soon as possible even on the day or evening of your arrival, so that we are able to reschedule a representative to meet you with the keys. Failure to do so may result in a further delay in you gaining access to your booked accommodation.
Guests are requested to pay an agreed refundable damage deposit for each booking made. This deposit may be received when paying the balance of the holiday at the latest 8 weeks prior to arrival, or with prior agreement in cash on arrival. This will be re-paid in full either on the day of departure, or within 7 days of returning, depending on how your booking was made, minus any deductions if applicable.
Please note that sometimes we omit the damage deposit from your quote but it ALWAYS appears on your booking confirmation and thus is your responsibility to ensure it is paid.
Reasons for partial or full charge from your damage deposit (non-refunding) are:
- Smell damage to the apartment from smoking which is strictly not permitted in any of our properties
- Excessive cleaning required to the property – you should ensure the property is kept reasonably tidy and that all rubbish is removed before you depart (not a job for the cleaners).
- Non-reported damages or losses to contents or building of the property and/or community.
- Excessive electric consumption – some properties include Air Conditioning usage. In these cases, you are still expected to use them sensibly. If you leave units on when not in, you may be charged an electric fee from your damage deposit. If the electric readings which we take for each rental are far higher than average, you may be charged an electric fee from your damage deposit.
- Failure to leave keys in the designated place on departure.
- Leaving keys in the back of doors on departure – if we require locksmiths to regain entry, your damage deposit will be charged.
- New locks being installed as a result of sets of keys to main doors being lost by Guest client.
- Failure to depart the property by your agreed check-out time.
- Loss or damage to car parking, air conditioning or TV remotes if supplied during your stay.
- Damages, stains and marks on bed linen, soft furnishings and towels from sun cream, fake tan and similar products. Replacement items would be charged from your damage deposit.
- Extra cleaning hours above the maximum average for the property.
Horizon Holiday Villas reserves the right to deduct any charges from the damage deposit.
All security features present at your holiday rental should be utilised whilst either at the property while you are out, as appropriate. This includes:
- Closing all shutters and windows
- Double locking all main doors
- Locking gates to driveways
- Utilising safes where available
Although Spain still has a very low crime rate, it is advised to be vigilant and take simple precautions.
Holiday insurance is the sole responsibility of each individual party member. Horizon Holiday Villas accepts no liability for loss, damage, personal injury or the cost of medical or other treatment whilst staying in our properties as they are privately owned holiday rental homes, in residential communities, which often have no security drills in place nor staff on hand to take charge in emergencies. Horizon Holiday Villas are not responsible for any of the above in the case of fire, flood or other accidents that occur in the property during the guests stay.
Please note that you are staying in a Privately Owned property, not a Hotel. There are no staff on hand in the building to assist if you have any issues and there are no “security drills” in place if there is an emergency such as a fire or flood. Horizon Holiday Villas take no responsibility for damage or injury caused by these kinds of emergencies, as you are staying in a “home” and not a “hotel”. Common sense is expected to prevail in the event of an emergency, but of course, Horizon Holiday Villas are always on hand if you must call us in the event of an extreme emergency.
For this reason you are also expected to take out your own personal travel holiday insurance which covers you in the event of any accident or incident where you require financial help, or emergency services here in Spain.
Our liability to you
Horizon Holiday Villas and/or the Property Owner are not liable for loss, damage, injury or death caused by an event or circumstances beyond its reasonable control including, without limitation, acts of God/Mother Nature, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes or other labour disputes, or restraints or delays affecting carriers. Horizon Holiday Villas and/or the Property Owner will not accept liability if known illness, injury or other health issues of any guests permitted to stay in our properties are not brought to our attention prior to your booking.
Horizon Holiday Villas liability shall not in any event exceed the total holiday price.
All information contained within our website has been compiled from up-to date information, which we amend as frequently as possible with any changes. However there may be occasions when the advertised property is not as advertised, due to modification. Such situations may be due to local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this we will notify you as soon as possible, but we cannot be held liable for circumstances beyond our control. It is also important to remember that depending on the season, some restaurants, communal pools, water sports and water parks do not operate at all times.
From time to time, building work and the associated noise is unavoidable. We do not control such work and we do not receive advance notification of when such work will commence. We will notify you as soon as we are made aware of any building work that may affect your holiday. However we will not offer compensation.
The Property Owner and/or Horizon Holiday Villas shall not be in any way responsible for any noise or disturbance originating beyond the boundaries of the property from other people on Holiday or possibly doing repair work.
If You Have A Complaint
If you have cause for complaint whilst on holiday, this must be brought to our attention immediately so that action can be taken to rectify the problem. Unless there is a valid reason why you failed to report your complaint, Horizon Holiday Villas will not consider themselves to be liable for those complaints.
A Member of Horizon Holiday Villas can be contacted at most times of the day and night. If the phone is not answered straight away, we may be dealing with another emergency. It is therefore important to leave a message in the case of an emergency and you will be called back as soon as the message is retrieved. DO NOT SEND A WHATSAPP OR SMS MESSAGE IN CASE OF EMERGENCY. CALL USING A PHONE CALL ONLY.
Should Horizon Holiday Villas be unable to resolve the matter within a reasonable timeframe, details of the complaint must be notified to Horizon Holiday Villas in writing within 7 days of the end of your holiday. Notification of any complaints received outside this period cannot be considered. If you do not tell us about your complaint promptly, it may be difficult to investigate your complaint thoroughly and solve any issues or grievances you, our valued guests, may have.
Horizon Holiday Villas can end your stay at your accommodation if your behaviour, or that of any party member staying at the property, is likely in our opinion to cause distress, damage, danger to or excessive irritation to our other guests, residents, community administrators, employees, accommodation, property owners or anyone else including if official complaints are received from the Ayuntamiento (town hall) or police (national or local). In these circumstances Horizon Holiday Villas reserve the right to refuse to complete your holiday accommodation arrangements and will not be liable for any refund, compensation or any other costs you have to pay. Horizon Holiday Villas cannot accept responsibility for the behaviour of others in and around your accommodation. Adults must supervise children at all times and are responsible for not leaving any children (under age 18) unsupervised in or around any of our properties.
Noise and Disturbance
Please note that there can strictly be no noise on the outside of our properties (Villas or Apartments) past 10pm and that residential and community rules must be observed and respected. The local residents in the houses, villas and other apartments in and around the community you stay in can and do take a zero tolerance approach, rightfully as they are residential areas, even calling the police if they feel necessary. If this happens you should note as with the above requirements for you and your groups behaviour, that your rental can be terminated with no warning and no refunds given, only if we receive an official complaint from the community administrators/president and/or the local police.
Even without an official complaint, if we receive complaints from locals regarding your conduct/noise we will issue you with a warning. If you fail to understand and adhere to the requirements of the warning, your rental can also be terminated with no refunds given.
Please note you are responsible for removal of rubbish and waste from the property you stay in. This is due to health and safety reasons, as well as that we do not consider it a job for our cleaners. If you are unsure where the bins are near to your property, please contact the office. Rubbish should be removed daily.
Children under 18 must not use the swimming pool without adult supervision. Please check the pool is open for you booked dates, most pools are only open in the summer months.
Horizon Holiday Villas and/or the Property Owner cannot be held responsible if the swimming pool in a community is closed for any reason due to safety or maintenance. During Low/Mid Seasons (1st October to 30th June) it is normal for most pools to be closed for the winter. Private pools are closed unless heated and by prior arrangement are useable. We need to know in advance if you require pool heating, if available, as it usually takes 4/5 days for the pool to reach the recommended temperature. Pool heating will usually incur an extra cost which will be quoted to you at the time of enquiry and paid for on final balance of holiday payment.
Unless otherwise advised, pets and animals are not permitted in any of our properties, unless otherwise agreed with management prior to your reservation.
The property owner, their representative and/or Horizon Holiday Villas must be permitted to enter the property at all reasonable times upon giving 24 hour notice to inspect the property or contents, carry out necessary repairs to the property or to take meter readings, should there be a valid reason to do so.
SAFETY…..Please do not permit any person, other than Horizon Holiday Villas staff known to you, in to the property. No work, repair, cleaning or deliveries will be undertaken or required by anyone other than your our staff. We will always inform you in advance if anybody else requires entry or to visit you. You should deny access to somebody knocking on the door who maybe posing as a gas delivery/repair man, air conditioning engineer, plumber or such alike. DO NOT LET THEM IN AND UNDER NO CIRCUMSTANCE PAY FOR ANY SERVICE FOR THE PROPERTY AT ANY TIME. Call us and inform us if this happens.
Our properties offer various options for WiFi internet. Not all properties are the same. Where possible, we try to indicate whether or not WiFi is available and if it is via ADSL, Fiber optic, or mast.
WiFi is not automatically included in the rental price, although in most cases it is. Prices vary depending on the service and if an additional charge is applicable, will be quoted at the time of your initial enquiry. Please note that in some areas, especially in the peak season, WiFi internet connections may be slow or very slow at times.
While you are on holiday we ask that you respect the condition of the accommodation and ensure that standards are maintained. You are on holiday and are not expected to clean the accommodation but you are required to remove any stains, remove your personal rubbish and waste and replace items damaged by party members and also maintain a respectable level of cleanliness to avoid health hazards and excessive cleaning after you depart. Please remember, this is an owner’s property and should be treated with respect 🙂
We offer a holiday accommodation finding service along with a unique concierge service, ensuring you enjoy every minute of your holiday.
Horizon Holiday Villas
Javea, Alicante, Spain
Office: +34 965 615 482
Mobile: +34 691 312 522
Monday – Friday: 9:30 – 16:30
Saturday & Sunday: Closed