General conditions

General Reservation Conditions

The website (hereinafter the Website) is the property of HOLIDAY PROMOTION GROUP SC, (hereinafter HPG), situated on the Ctra Platja de Pals Km 4 s/n (Edif. Golf Beach) - Pals - Girona (Spain), and VAT number (NIF) J-17716325, registered in the chamber of commerce of Palafrugell, A-1461/2002-1

All properties offered on this site are privately owned, but professionally managed by either HPG or another management agency. Each property is registered as a holiday accommodation in the “registre d’Habitatges d’ús Turístic” (HUT) and is managed by legally established agencies in order to ensure the owners and the guests of a professional handling of their property and holidays.

Decoration and distribution of similar houses 
We try to give each accommodation their own presentation, with their own description and photographs. But, if we have very similar houses for rent, these houses may be presented as one on our website. This means that the property assigned to you can lightly vary from the photos and description on the website. If the facilities of the properties differ, we will only mention those facilities that are present in all the properties. For example, it may happen that you have a dishwasher in your home when it is not mentioned in the description on our website.

Apart from the accommodations we manage, we also offer accommodations managed by third parties. Whilst we believe all our accommodation information and reports to be accurate, we shall not be liable in any way to you or to any other parties should any such information or reports prove to be incorrect or incomplete in any way. The manager of the accommodation holds the full responsibility for the accurateness of the presentation on the website.

HPG will inform the provider of the services in case you have booked any additional services at the time of your booking. It is then the responsibility of the manager of the property to make sure that the service is delivered.

If an accommodation on the site has an obligatory rate for electricity, it means that the use of electricity is not included in the rental rate. Please read the description of the property for further information.

Those accommodations that allow pets may ask an extra charge. When you mark “pet” this charge –if applicable– will be automatically added to the total rate of your reservation.
Some important considerations: You must bring a blanket or bed for your pet and ventilate the house regularly. Pets may not do their needs in the garden of the property. Usually they do not have access to the communal areas (pools, gardens) and their owners must always respect local regulations (beach access, on a leash, etc).

Reservations without on-line confirmation
In case the desired property shows “send request”, we have to check availability with the owner. Our staff will answer your request as soon as possible. In case the house requested is not available, we will do our utmost to find a suitable alternative.

Payment conditions
To confirm your reservation, we ask a down payment of 40% of the total amount within 5 days. The second payment will be upon arrival with the damage deposit mentioned in your reservation. The agency has the right to cancel your reservation if payments are not made on time. 
If you book less than 7 days in advance, the payment can only be done by (credit) card. Otherwise, the accepted payment methods are bank transfer, Maestro and VISA or MasterCard credit/debit cards.
You will receive the travel information, including the contact details and address details for the key collection once we have received the down payment.

Changes in prices or services
Although prices and included services have been published carefully and mistakes thereof are rare, it may occur that a price or services modification is necessary. If that is the case, you will be notified immediately, in which case you have the right to cancel the reservation free of charge within 5 days.

Check-in and check-out times
In most cases, the check-in can be done starting 16 hrs and the check-out is until 10 hrs. The exact times and conditions will be shown in your travel information. Outside of high season the arrival and departure times are more flexible. Please contact the person or reception stated in your travel information under key collection details if you wish to arrive or depart outside of these regular hours.

Arrival outside of office hours
If you arrive outside of office hours, you have to call your contact person or reception beforehand and make alternative arrangements if possible. This service may have an additional charge, and/or it may be required to pay the full reservation amount beforehand. If you arrive late because of unforeseen circumstances, you have to notify the agency immediately. Any days missed because of late arrival or early departure will not be refunded.

Occupancy of the property
The capacity for each accommodation is specified on your reservation confirmation, the website and travel information. The maximum capacity may not be surpassed under any circumstances unless it is expressly authorised by the owner/manager. If the amount of people occupying the property exceeds the maximum capacity, the reservation may be cancelled without right to a refund.

Lost keys
If the tenant is locked out of the holiday home due to loss of key or forgetting the key, the tenant may be charged a surcharge to open the door or change the locks. The amount will vary according to each circumstance and may be higher outside office hours.

In cases where there is WIFI in the booked accommodation: if WIFI connection fails or goes down temporarily, through no fault of the property owner, the customer may not, under any circumstances, ask for compensation.

Bank holidays and outside working hours 
We do not guarantee that we will be able to assist you after hours, on Sundays or holidays in case of repairs needed or other incidents.

Responsible use of facilities
If the booked accommodation has (communal) facilities, the guest is obligated to use these facilities in a correct manner, respecting the communal rules and regulations.

The guest is obligated to check whether the windows and doors of the house are closed before leaving. Reservas Mas Pinell can never be liable for stolen goods or damage because of a break in.

If you have cause for complaint during your stay, you must bring it to the attention of the accommodation staff IMMEDIATELY, so they can rapidly work on a solution of the problem. They will do their best to rectify the situation. However, should a problem remain unsolved you should make a complaint to our customer care department at mentioning the details of your complaint and your booking reference. 
Any complaints received at the end, or after your stay do not qualify for restitution. Reservas Mas Pinell is never responsible for financial restitutions; the problem must be solved between and in agreement with the accommodation and the guest.

Complaints about the cleaning of the house must be done within 24 hours after check-in. If you are correct in your complaint we will send additional cleaning staff to your house. Any complaints after 24 hours are not valid and will not be processed.

Construction, noise and environmental problems 
It occasionally occurs that in the immediate vicinity of an accommodation an unexpected construction takes place. We cannot accept responsibility for the inconvenience the noise thereof causes. The same goes for noise by neighbours, church bells or farm machinery. We also cannot protect you against environmental problems in your holiday region (eg pollution of seawater) and advise you to follow any publications in the media on this subject.

The damage deposit
The amount of the damage deposit can vary per property and is therefore mentioned in the details page of each property. This damage deposit is to be paid upon arrival, and is generally returned to you within 5-15 days after departure, with deduction in case of damages or excessive cleaning costs. (The property needs to be left in order, sheets and towels deposited in the hamper, without dirty dishes, trash, food in the fridge, etc.) Reservas Mas Pinell is not responsible or liable for the return of the damage deposit in case the accommodation you have rented is managed by another agency. Any complaints or irregularities should be communicated directly with them.

Damage and breakage
If the guests accidentaly cause damage or breakage in the accommodation, the guest must immediately notify the management agency. Otherwise, the costs of replacement or repair is automatically deducted from the damage deposit. 
If upon arrival the guests find any damage or breakage to the property, guests must notify the management agency within 24 hours. Any complaints after that period are not accepted and the guest will be held responsible for those damages/breakages.

Amend your reservation
If you wish to make an amendment to the reservation after it has been confirmed, you  can send an email to or contact us by phone on +34-972-636084.  We will do our best to change the reservation to your liking. A minimum administration fee of €15 will be charged for this change.

Cancel your reservation
If you decide to cancel your booking we must be notified of the decision via e-mail: Please put the booking reference number. The following scale of charges will be payable depending on when the notification of cancellation is received:

Standard cancellation policy self-catering accommodations:
- More than 30 days before arrival date, 10% of the booking amount.
- Between 30 to 8 days before arrival date, 50% of the booking amount.
- 8 days or less before arrival date, the full booking amount is payable.

If the house is re-let for the same period, the down-payment will be fully or partially returned, depending on the rental amount which is received from the new lessee, with deduction of a €45 administration fee.

NOTE: Your cancellation is only valid when you have received written confirmation from us that the reservation is cancelled!
We strongly advise you to take out cancellation insurance.

Cancellation/changes by the owner
We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. However, we use the services of independent companies and private owners, over whom we have no direct control. If the accommodation cannot comply with the reservation as it was agreed at the time of the booking, we will do our best to resolve the problem and/or offer you a suitable replacement. The owners reserve the right to change the reservation if absolutely necessary. (For example, in the case of emergency maintenance etc.) If no suitable replacement can be found, the guest will be fully refunded.

Cancellation for reasons beyond our control
We will not be liable to pay any compensation if we are forced to cancel or in any way change your booking as a result of situations outside our control, which neither we nor our partner accommodations could foresee or avoid, even with all due care. This may be the case in war or threat of war, industrial disputes, natural disaster, terrorist activity, etc.


Due to COVID-19, the following modifications will be applied to the cancellation clauses ONLY IN THE EVENT THAT NEW MOBILITY RESTRICTIONS ARE DECREED:

- Up to two weeks before entry: You can cancel free of charge.
- Between 2 and 0 weeks before arrival: We save the prepayment of the reservation and offer the possibility of changing the dates of the reservation for up to one year.
- Positive in COVID-19: The general conditions apply.

Left property
If a guest leave personal items behind, we will inform the guest of the found item and store the item during 3 months. The guest can come and pick it up during office hours. In case the guest would like us to send the item to their home, the costs thereof will be for the guest.

Acceptance of these conditions
When a reservation is accepted and is confirmed with a down payment, all parties (guest, HPG and management agency if applicable) automatically accept the General Conditions as stated in this document.