Allgemeine Geschäftsbedingungen
1. Who we are
MEDANO4YOU, S.L. Tax ID: B-76806363. Registered office: C/ Ibiza Z-6, 38618 La Tejita, Santa Cruz de Tenerife, Spain. Business address: Av. José Miguel Galván Bello 29, Local 2, 38612 El Médano, Santa Cruz de Tenerife, Spain. Telephone and WhatsApp: +34 618 436 568. Email: customerservice@medano4you.com. Companies Register of Santa Cruz de Tenerife, Volume 3642, Folio 179, Sheet TF-63288, Entry 1.
At Medano4you we manage holiday properties in El Médano and the surrounding area. We are a local team: we prepare each house, hand over the keys in person and are available throughout the stay.
These conditions explain how a booking with us works. They are written so that you know what you are committing to and what we are committing to.
2. What these conditions govern
These general conditions apply to bookings of holiday properties contracted directly with Medano4you, through our website, our booking engine, by email, by telephone or via a payment link provided by our team.
They are complemented by the Booking Policy, governing the booking process, price and supplements; the Cancellation Policy, governing cancellations, changes of dates and refunds; the Check-in and Check-out Policy, governing times, guest registration and key handover; the Privacy Policy and the Cookie Policy, governing the processing of personal data; and the Legal Notice, governing the conditions of use of the website. All of them form part of the agreement.
In the event of any contradiction between documents, the particular condition expressly accepted for a specific booking prevails, then the specific policy governing the matter, and lastly these general conditions.
Bookings made through Airbnb, Booking.com or other platforms are also governed by the conditions of the relevant platform.
3. Booking a holiday property
The booking will only be considered confirmed once Medano4you has received the corresponding initial payment and the guest has received the confirmation email.
If you do not receive the confirmation email within 24 hours of booking, you must contact Medano4you at customerservice@medano4you.com.
Promotional codes must be entered during the booking process. They cannot be applied after the booking has been confirmed.
Special requests indicated in the comments field are subject to availability and will not be considered confirmed until expressly accepted by Medano4you.
Every property marketed by Medano4you has its corresponding tourist registration number, which appears on the property listing.
4. Minimum age
The minimum age to make a booking is 18.
The booking holder must be of legal age and will be responsible for the behaviour of everyone included in the booking.
Medano4you may cancel the booking if it finds that it was made by a person who does not meet the age requirement.
5. Children, cots and high chairs
Children of all ages are welcome, unless the characteristics or specific rules of a property state otherwise.
Children under 3 stay free of charge when they do not occupy an additional paid place. Guests aged 3 or over must be included in the total number of people on the booking.
Regardless of the above, everyone staying overnight at the property, including children, must be declared on the booking and complete the guest registration set out in section 11.
Cots and high chairs may be requested in advance. Their availability and, where applicable, their cost will be confirmed before arrival. They cannot be guaranteed until Medano4you expressly confirms them.
6. Pets
Pets are only allowed at properties that expressly state that they accept them.
The guest must state the number and type of pets before confirming the booking.
A supplement per pet and stay may apply.
7. Price and payments
The total price shown during the booking process includes the items indicated before payment is made. The cleaning fee may be shown as an item separate from the nightly rate. Supplements may apply for additional guests, pets, late arrivals, extraordinary services or other conditions specific to the property.
Confirming a direct booking generally requires an initial payment of 30 % of the total amount of the stay, unless another condition is expressly stated.
The remaining amount, including applicable taxes and any additional services contracted, is paid before arrival and not at the property, in accordance with the following schedule.
If the booking is made more than 30 days in advance, the guest will receive a secure payment link 30 days before the arrival date and will have 15 days to pay it.
If the booking is made between 30 and 15 days before arrival, they will receive the link within 24 hours of confirmation, and the amount must be paid no later than 15 days before the arrival date.
If the booking is made less than 15 days in advance, they will receive the link within 24 hours of confirmation and must pay it within the following 48 hours, always before the arrival date.
If the remaining amount is not paid within the period established, and there is no different written agreement, Medano4you may cancel the booking for breach in accordance with the Cancellation Policy.
Payments may be made by credit or debit card, or using other methods expressly authorised by Medano4you. Medano4you does not accept cheques.
8. Payment security
Medano4you applies measures designed to protect the information provided by users.
Full bank card details are processed directly by the payment provider or the relevant banking institution. Medano4you does not have access to the full card number.
9. Security deposit for damage
This condition applies only to certain bookings.
Some properties may require a security deposit to cover possible damage, loss, breaches or extraordinary expenses.
The existence and amount of the deposit will be stated in the property information or in the booking confirmation, before arrival.
The deposit may be taken by payment, transfer, secure link or bank pre-authorisation, according to the conditions notified.
The deposit will generally be returned within seven days of departure, provided the property has been left in appropriate condition. Where it is necessary to inspect damage, replace items or calculate additional costs, the return period may be extended.
Amounts corresponding to damage, loss, extraordinary cleaning or breaches may be deducted from the deposit. Where the deposit is handled by bank pre-authorisation, its release will also depend on the timescales of the card issuer.
10. Arrivals and departures
The guest must notify their estimated time of arrival, preferably at least seven days in advance, also stating the arrival airport, the flight number and the expected landing time. Check-in instructions will be provided before arrival.
Standard check-in begins at 15:00. Access to the property before that time cannot be guaranteed, as it depends on the previous guests’ departure and on the preparation of the property. Early check-in can only be confirmed once the property is fully ready.
Arrivals from 19:00 onwards are subject to a late check-in supplement of € 35, taxes included, payable at the time of the key handover. Whatever the expected time of arrival, the guest must notify it in advance so that the team can organise itself.
Check-out must take place by 10:00 or by 11:00, depending on the property booked. The time that applies to each property is always stated in the property information and in the booking confirmation.
Any request for a late check-out is subject to availability, cannot be guaranteed in advance and must be authorised beforehand by Medano4you. Unauthorised late departures may give rise to additional charges and affect cleaning and the arrival of the following guests.
No refunds will be given for late arrivals or early departures.
Keys will be handed over once the balance of the booking has been paid, in accordance with section 7, together with any applicable supplements and, where relevant, the security deposit.
The full check-in and check-out conditions are set out in the Check-in and Check-out Policy, which prevails over this section in the matters it governs specifically.
11. Guest registration
Spanish traveller registration legislation, set out in Royal Decree 933/2021, requires Medano4you to register and report the details of every person staying at the property to the competent authorities. This is a legal obligation from which no exemption is possible.
Online registration must be completed before arrival with the details of every person included in the booking.
Guests aged 14 or over must provide the details of a valid, current identity document and sign their own registration form in person.
For children under 14, the details must be provided by the accompanying adult and must include, as a minimum, full name, date of birth, nationality and the family relationship to that adult.
At the time of the key handover, each guest must be able to show the original document used to register. If registration is incomplete, the keys cannot be handed over, and any delay or inability to access the property for this reason is the guest’s responsibility and gives no right to a refund.
12. Luggage
Medano4you does not have a permanent left-luggage facility or lockers.
Where possible, we may offer the option of leaving luggage temporarily at the office or at the property, between 11:00 and 15:00. This service is not guaranteed, must be confirmed in advance in each case, and the luggage remains the guest’s responsibility.
13. Occupancy
The number of guests staying must match the number stated on the confirmed booking.
The number of occupants may not be increased without first informing Medano4you and obtaining its authorisation. An increase in the number of guests may result in a price increase.
Medano4you cannot accommodate more people than the property’s authorised capacity allows and may refuse access to undeclared persons.
A reduction in the number of guests after the booking has been confirmed does not necessarily entail a reduction in the total price.
14. Behaviour in residential properties
Many properties are located in residential buildings or areas. Parties and events are strictly prohibited.
Guests must respect neighbours and avoid loud music, shouting or disruptive noise, especially after 22:00.
If there are complaints from neighbours, police intervention or serious breaches, Medano4you may require immediate vacation of the property with no right to a refund.
The booking holder will be responsible for their own behaviour and that of everyone included in the booking.
Violent, offensive or illegal behaviour, or behaviour that endangers other people, may result in immediate termination of the stay and in total or partial retention of the security deposit.
15. Modifications and cancellations
The cancellation conditions applicable to each booking are those shown to and accepted by the guest at the time of booking, and reproduced in the confirmation email.
The Cancellation Policy published on this website describes the general framework applicable to direct bookings and forms part of these conditions. It governs the retention bands applicable to each cancellation, the rules on changes of dates and the refund periods.
A change of dates may only be requested once and at least 30 days before the original arrival date, on the terms set out in the Cancellation Policy.
If the cancellation conditions are subsequently amended, the changes will not affect bookings already confirmed, which will continue to be governed by the conditions in force at the time they were made.
Cancellation requests must be made in writing to customerservice@medano4you.com. The date on which the written request is received will be used to determine the applicable conditions.
In the event of force majeure or unforeseen circumstances preventing the booked property from being provided, Medano4you will inform the guest and will endeavour to offer an alternative of similar or higher characteristics and capacity, subject to availability. If the guest does not accept the proposed alternative, or if none is available, the amounts corresponding to the services that cannot be provided will be refunded.
Extensions of stay or increases in occupancy are subject to availability and to the current price.
16. Right of withdrawal
Under article 103(l) of Royal Legislative Decree 1/2007, the right of withdrawal does not apply to contracts for accommodation services other than for residential purposes where a specific date or period of performance is provided for.
Consequently, bookings of holiday stays made with Medano4you are not subject to the fourteen-calendar-day withdrawal period generally provided for distance contracts. Cancellations are governed exclusively by the Cancellation Policy and by the conditions accepted at the time of booking.
17. Damage, deterioration and lost property
Guests are responsible for the condition of the property during their stay and for any damage, deterioration or loss they cause.
Where the security deposit is insufficient, the guest must pay the difference. Where no deposit has been required, the guest remains responsible for any damage caused.
The guest must immediately report to Medano4you any damage, breakage or loss.
Personal belongings left behind may be stored temporarily. Their collection or dispatch is subject to availability and may give rise to handling and shipping costs.
Medano4you will not be liable for indirect damage arising from supply cuts, theft, fire, accidents or circumstances beyond its control, unless liability is legally enforceable.
18. Cleaning
The property must be handed back in a reasonable state of order and cleanliness, taking into account normal use during the stay. Rubbish must be placed in the corresponding containers and any crockery used must be left clean or loaded in the dishwasher.
Professional cleaning is not required, but costs arising from excessive dirt, damage or breaches may be charged to the guest or deducted from the security deposit, at the documented actual cost of the service or repair.
Medano4you may document the condition of the property after departure by means of photographs.
Additional cleaning services may be requested, subject to availability and cost, by writing to customerservice@medano4you.com.
19. Problems on arrival or during the stay
Any problem with cleaning, maintenance, equipment or operation must be reported to Medano4you as soon as possible and preferably within 24 hours of arrival.
The issue may be reported through customerservice@medano4you.com or using the contact telephone number provided for the stay.
Medano4you will endeavour to resolve the issue within a reasonable time. Where it is not possible to solve a significant problem, alternative accommodation of similar characteristics may be offered, subject to availability. If no alternative can be provided, the corresponding part of the services not enjoyed will be refunded.
20. Guest reviews
Guest reviews are important in helping us improve our services.
When a guest submits a review, they authorise Medano4you to publish it in whole or in part for the purpose of informing future customers, and to share it with the platforms or partners involved in marketing the property. This authorisation may be withdrawn at any time by writing to customerservice@medano4you.com.
Medano4you may moderate, translate, adapt or remove content that is offensive, false, illegal or that infringes third-party rights.
21. Data protection
The processing of personal data provided during the booking process and during the stay is described in our Privacy Policy, available at medano4you.com/politica-de-privacidad.
It explains, among other things, the legal basis on which we process each item of data, how long we keep it, who we disclose it to and how you can exercise your rights.
22. Consumer guarantees and rights
The services offered are subject to the applicable Spanish legislation on consumer and user protection, including Royal Legislative Decree 1/2007 and its subsequent amendments.
Nothing in these conditions limits the rights that consumer legislation grants to the guest on a mandatory basis.
23. Conformity of the services
Unless proven otherwise, the services will be considered to conform to the booking where they correspond to the description given by Medano4you, are suitable for the particular use requested by the guest where that use has been notified and accepted in advance, and display the quality and performance that may reasonably be expected of a service of this nature.
There will be no breach where the lack of conformity results from acts, negligence, improper use or incorrect information provided by the guest. Nor will there be liability in respect of circumstances known to and accepted by the guest before confirming the booking.
24. Force majeure
Neither party will be liable for non-performance caused by unforeseeable or unavoidable events beyond its reasonable control, such as natural disasters, fires, official restrictions, conflicts, strikes, general supply interruptions or health emergencies.
The affected obligations may be suspended or deferred for as long as those circumstances persist.
25. Dispute resolution
The parties will endeavour to resolve in good faith any disagreement relating to the booking or the provision of the service. The first step is to write to us at customerservice@medano4you.com: most matters are resolved directly.
If no solution is reached, a guest who qualifies as a consumer may use the complaint and out-of-court resolution mechanisms available under applicable law, including the Consumer Arbitration Boards and the Municipal Consumer Information Offices.
Medano4you has official complaint forms in accordance with Canary Islands tourism legislation, both electronically, accessible via the QR code on the notice displayed at the property, and in paper form. You may request them at any time by writing to customerservice@medano4you.com.
26. Seasonal stays
In addition to short-term holiday stays, Medano4you markets seasonal stays.
These stays are formalised through a specific contract, governing the duration, the price and payment schedule, the security deposit and guarantee, the utilities included, the cleaning and maintenance services, and the termination conditions.
The contract and its financial conditions are provided to the client before any payment is made. No seasonal stay is considered confirmed until the contract has been accepted by both parties.
These stays require a security deposit and a guarantee, whose amount, purpose and handling are set out in the contract. They are paid before the key handover and returned within thirty days of departure, once the condition of the property has been checked and any outstanding items settled. Amounts corresponding to damage, loss, extraordinary cleaning, extraordinary consumption or breaches may be deducted from them.
In the matters governed by the specific contract, that contract prevails over these conditions. In matters not provided for in it, these general conditions apply, including those relating to occupancy, behaviour in residential properties, damage, guest registration and data protection.
27. Applicable law
These conditions are governed by Spanish law.
Where the guest qualifies as a consumer, the competent courts will be those determined by the applicable consumer protection legislation.