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Terms and conditions

Enjoy Madrid believes in open and honest communication, and therefore we have set out in a clear manner our company's Terms and Conditions as used widely amongst short-stay Madrid apartments rental websites through out the world.

For detailed information with regard to Enjoy Madrid, our procedures, and the Madrid apartments booking process, read on below.

Thank you for your interest, and if any questions arise please do not hesitate to contact Enjoy Madrid.

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TERMS AND CONDITIONS

Terms and Conditions 

last modified: 15-january-2013

Reservation Process

To confirm your reservation request, you will be asked to make a Reservation Down Payment as a guarantee of your booking success.

The amount of this down payment will be stated in the e-mail that is sent to you or as shown online when reserving and is usually around 20-30% of the total amount of your stay excluding all Additional Fees and Refundable Security Deposit.

The total amount of this reservation down payment is to be made by bank transfer or by creditcard to the ENJOY HOLIDAY S.L. bank account (bank information will be sent to you by e-mail). When choosing for a bank transfer, you must send a copy of the bank transfer document to book(AT) enjoy-Madrid.com.

Note that we can only hold a reservation during 24 hours from the date of your reservation request. Please make sure to send us the bankslip during this period since we may cancel your reservation and give the apartment to other people.


Reservation Down Payment

The Reservation Down Payment should be done when booking the apartment on the website. By making a reservation the prospective customer agrees to conclude a contract according to the conditions and will be called from here on client.

Please note that the booking will not be confirmed until Enjoy-Madrid has received the Reservation Down Payment amount and you have received a Booking Confirmation email from Enjoy-Madrid.


Methods of Payment

We accept payment by credit cards (Visa, Eurocard/Mastercard, Amex) and by bank transfer.


Confirmation

When receiving the notification of your bank transfer, we will send you by e-mail our confirmation and will state the total Balance Due Upon Arrival amount. The pending amount should be paid in cash (in Euros) on your arrival at the apartment. We do have the possibility of paying the full amount by banktransfer. Please consult with us should you prefer this. In our confirmation e-mail, we will attach you the exact address of the apartment and give you the name and the number of our private mobile phone to contact upon your arrival or during your stay.


Reservation Change Requests

By sending back a confirmation of booking by Enjoy-Madrid by e-mail, fax or mail a valid contract is made. The client has to verify that all the information in the confirmation email is correct and to notify Enjoy-Madrid within three days of any possible changes. Failure to notify us within this period will mean that the client accepts the reservation as stated. The correction of mistakes due to typing or calculation errors is reserved.

The client is responsible for all obligations, which could arise from the contract and will be responsible for all the persons included in his/her reservation. In case the client wants to make any changes in his/her booking Enjoy-Madrid there is an administartion fee of EUR 25.


Payment Upon Arrival

The outstanding amount must be paid in cash directly to the key-holder on arrival or at a minimum of 45 days prior to arrival. The type of payment is stated for every accommodation before you make the reservation. In some cases, mainly for longer stays, the owner has the right to charge the first month rental upfront before the arrival date.

This outstanding amount should be paid in Euros to the keyholder. This amount will also include the deposit that had to be paid for the apartment.


Currency

Prices shown are in Euros (€) based on rates in effect at the time of printing and are subject to change without notice.


Refundable Security Deposit

The Refundable Security deposit of an apartment will be approximately between €150 and €300 and depends on the apartment chose. Please note that for monthly rentals the usual refundable security deposit is of 1 month's rental. This can be higher depending on the owner. Inform in case you have any doubts.

Enjoy-Madrid does not collect or disperse refundable security deposits. The refundable security deposits are charged for bookings of apartments and have to be handed over to the owner or keyholder on arrival at the apartment. Enjoy-Madrid does not get involved with the refundable security deposits whatsoever. We cannot be held liable for the loss of a refundable security deposit for any reason whatsoever, nor can we be held liable in anyway due to a dispute arising form a refundable security deposit.

The owner or key-holder of the domicile has the right to refuse admittance to guests who do not pay the refundable security deposit if required. On the day of departure of the client the owner or the key-holder is obliged to refund the deposit of guarantee (this excludes demands made for possibly damage caused) only after a checking the accommodation. The refundable security deposit is paid as a guarantee to ensure no damage is done to the accommodation. In the case where an owner retains part of or the complete deposit the owners is requested to hand in a written report on the damages done to justify the retention of the deposit to Enjoy-Madrid.


Invoices

If an invoice is required for the total amount of a reservation, please contact us before making the booking. In those cases, the Spanish V.A.T. (18%) will be added to the total sum of the full amount of the booking.


Cancellation Policy

Any cancellation, including force majeure, will be subject to our cancellation policy.

- Cancellations less than 14 days before arrival: 50% of the total balance has to be paid.
- Cancellations less than 24 hours before arrival or no show: 100% of the total balance has to be paid.

The Reservation Down-Payment is non-refundable in any case.

  • At arrival to the apartment you pay the remaining balance which, once paid, is also, non-refundable.
  • You may also arrange to pay this prior to your arrival if you prefer.



Booking Cancellations from Enjoy Holidays S.L.

When due to difficulties the apartment of your reservation is not available anymore after your booking we will do our very best to offer you another option at the same or similar cost. When you do not except our offer we will refund the reservation down payment and reserve the right to cancel the contract one-sided.


Arrival & Departure

To avoid unnecessary waiting for each other, we ask you to call your key-holder DIRECTLY UPON ARRIVAL to Madrid airport. Your key-holder is stated in the Booking Confirmation e-mail. In case you should come by car or bus we ask you to call us when crossing the border. This also counts for travelers arriving by train.

You will then be asked to meet your key-holder at the apartment to get the keys against the rest of the payment cash in Euros.

Apartments are available from 2 p.m. on the date of arrival. If you think you will arrive before earlier you must inform us on time and we will try to find a solution for your luggage.

When you arrive before 11 a.m. it is not always possible to check in to the apartment directly. Sometimes there will be other clients leaving and the apartment needs to be cleaned before your arrival. Departure also will normally take place between office hours. When your flight back does not match the check out we advise you to lock your luggage at the station at Plaza Catalunya, this is also the place where most busses leave to the airport. A representative of Enjoy Madrid or the key-holder will check the apartment, receive the keys from you and give back the full deposit to you if there are no damages and everything is in order.


Surcharge for Early / Late Check-ins and Check-outs

Arrivals after 9 p.m. a late check-in fee can be charged of 30 eur. After midnight this fee is of 50 eur. In the case you need to check out from the apartment before 9 a.m an extra may be charged by the keyholder. If this is your case, please directly inform the keyholder or to Enjoy Apartments about this matter and ask if the check-out fee is applied.


Keys

The key of the apartment will be handed to you when arriving at the apartment. The responsibility of the key is then yours and we expect you to take good care of it. When the key is lost we have to charge you for making a new key.


Cleaning

The apartment will be cleaned before your arrival. We expect you to take out your own garbage on the streets. When staying longer then one week there is a possibility that we clean the apartment during your stay. Requests should, ideally be made before your arrival to Madrid.


During your Stay

We expect you to take care of the apartment and respect the surrounding. All damaging need to be reported when checking out of the apartment. Depending on the damage the owner/manager will charge you for the repairs.

The client reserving the apartment is liable for the correct behavior of all his/her group members.Should the problem due to an inappropriate or irresponsible behavior arise, the owner/manager shall be entitled to request the client to vacant the apartment immediately and without any compensation.

Since most of the apartments are in the residential buildings the neighbors and hours must be respected and the noise level controlled inside of the apartment, on the staircase and in front of the building. Things like LOUD PARTIES, MUSIC, SHOUTING, DOOR SLAMMING AND ANY OTHER TYPE OF EXCESSIVE NOISE ARE ABSOLUTELY PROHIBITED!

As mentioned before, should any problems due to indecent behavior arise, including the complaints from the neighbors, the owner/manager conserves the right to ask the clients out on the instance without aby refund and conserving the security deposit. Any additional expenses,i.e. police fines,etc. will be the responsibility of the client. By booking the apartment through Enjoy Holidays the client accepts these terms&conditions.



Number of Guests

The number of guests should be the same as written in the reservation. It is not allowed to have more persons staying over in the apartment as agreed and paid for. When staying in an apartment with a baby there is always the possibility of requesting a babycot in the apartment before arrival. In some cases there is an extra charge, please consult it with us.


Children

As a courtesy of the owners and in agreement with Enjoy Holidays, the children under 3yo are free of charge and under 12yo are charged half price of adult charge. By saying ´under´meant that the children by the day of arrival are not yet 3yo or 12yo respectively.In case if there is more then 1 child under 3yo the owner reserves the right for an extra charge.Please consult it with us before booking.



Pets

In general, none of our apartments allow bringing pets. This is because of many people’s allergy to them. Might you want to bring a pet, please ask us always on forehand.


Liabilities

Neither Enjoy-Madrid nor the owner of the accommodation is responsible for any direct or indirect damages that may arise as a consequence of your stay in your Enjoy Madrid apartment. This includes damages, insurance, losses because of fire, robery or criminal behaviour, etc.

Enjoy Holidays provides online reservation services and therefore is not liable for the possible accidents,losses,damages,delays,time-table changes from the owner´s part. it also includes errors and omissions,misinterpretations, disputes between the client and the third parties.

The booking is not considered confirmed until the final booking confirmation is sent to the client.

Enjoy Holidays is not a part of the rental agreement and mediates on behalf of the owner/manager. Any complaints arising during the stay should be addressed to the owner/manager directly.In case of difficulties with reaching the owner, Enjoy Holidays will do its best to help to resolve the issue,howver can not be held responsible for it. All the complaints should be directed on the instance. Complaining after some time or after departure does not make sense. All refunds related issues should be resolved between the client and the owner/manager.

Litigation

In the event of any litigation arising from the booking of accommodation by Enjoy-Madrid, the Courts in Barcelona (Spain) shall have sole jurisdiction on such arising matters and Spanish law prevalent at the time shall be applied.


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