Refund and Returns Policy

Refund and Returns Policy

May 5, 2022 2022-05-05 15:23

This contractual document will govern the contracting of accommodation reservations through the website, property of HOTEL ESTEPONA PLAZA SL, under the commercial brand of HOTEL ESTEPONA PLAZA, hereinafter PROVIDER, whose contact details also appear in the Legal Notice of this website.
These Conditions will remain published on the website at the disposal of the USER to reproduce and save them as confirmation of the contract, and may be modified at any time by the PROVIDER. is responsibility of the USER read them periodically, since those that are in force at the time of placing orders.
The contracts will not be subject to any formality with the exception of the cases expressly indicated in the Civil and Commerce Codes and in this or other special laws.
The acceptance of this document implies that the USER:

He has read, understands and comprehends what is stated here.
He is a person with sufficient capacity to contract.
He assumes all the obligations set forth herein.

These conditions will have an indefinite validity period and will be applicable to all contracts made to through the website of the PROVIDER.

The PROVIDER informs that the business is responsible and knows the current legislation of the countries to which it offers its services and reserves the right to unilaterally modify the conditions, without this affecting the goods or promotions that were contracted prior to the modification.

Identity of the contracting parties
On the one hand, the PROVIDER of the accommodation reservation service contracted by the USER is HOTEL ESTEPONA PLAZA SL, with registered office at Plaza Ortiz, 8 – 29680 ESTEPONA (Málaga), NIF B09825472 and with service telephone to the client/USER 951768954.
And on the other, the USER, over which he has full responsibility for use and custody, and is responsible for the veracity of the personal data provided to HOTEL ESTEPONA PLAZA.

Object of the contract
The purpose of this contract is to regulate the contractual relationship between the PROVIDER and the USER at the time that he accepts, during the online contracting process, the rental of real estate for temporary accommodation. The contractual relationship of accommodation reservation entails the rental of the chosen property, for a limited time, at change of a certain price and publicly exposed through the website.


Plaza Ortiz, 8 – 29680 ESTEPONA (Malaga)
The USER, in order to access the services or products offered by the PROVIDER, must be of legal age. Therefore, the USER must freely and voluntarily provide the personal data that will be required, which will be treated in accordance with the provisions of Regulation (EU) 2016/679, of April 27 (GDPR), and Organic Law 3/2018, of December 5 (LOPDGDD), detailed in the Legal Notice and the Privacy Policy of this website.

  1. GENERAL CONTRACTING CLAUSES: Unless specifically stipulated in writing, making a reservation to the PROVIDER will imply acceptance by
    of the USER of these legal conditions. No stipulation made by the USER may differ from those of the
    PROVIDER if it has not been expressly accepted in advance and in writing by the PROVIDER.
  2. RESERVATION ACTIVATION AND PAYMENT: The PROVIDER will previously inform the USER about the procedure that must be followed to make the reservation of the trip. The automatic system for calculating availability and prices allows the USER to choose the apartment or house that interested and immediately make the online payment of 40% of the rental price or, failing that, you can make a bank transfer within a maximum period of 48 hours. The PROVIDER will not reserve the accommodation until it has verified that the payment has been made. Once I know check the payment, the PROVIDER will contact you by email to confirm the reservation. It is understood this term provided availability has been confirmed.
    • Bail policy: HOTEL ESTEPONA PLAZA has three types of deposit ranging from €200 to €500. In case the tenants are a group of young people, they must pay €50 per person with a minimum of €250. The payment of the deposit will be made in cash at the time of accessing the accommodation. Upon leaving the accommodation, prior HOTEL ESTEPONA PLAZA SL Plaza Ortiz, 8 – 29680 ESTEPONA (Malaga) inspection of the same, it will also be returned in cash. In the event that there are damages in the accommodation, they will be deducted from said deposit.
    • Lack of execution of the distance contract. In case of not being able to execute the contract because the accommodation is not available within the stipulated period of 30 days, will inform the USER of the lack of availability and that he will be entitled to cancel the reservation and receive the refund of the total amount paid at no cost, and without thereby deriving any liability for damages and damages attributable to the PROVIDER. In case of unjustified delay by the PROVIDER regarding the return of the total amount, the USER may claim to be paid double the amount owed, without prejudice to their right to be compensated for the damages and damages suffered in excess of said amount. The PROVIDER will not assume any responsibility when the activation of the service is not carried out, because the false, inaccurate or incomplete data provided by the USER.
  1. CANCELLATIONS (right of withdrawal)
    Withdrawal form:
    The USER has the same rights and deadlines to proceed to make the cancellation and/or claim the possible vices or
    defects that the reservation presents, both in online and offline mode.
    Any cancellation must be communicated to the PROVIDER, requesting a return number using the form
    enabled for this, or by email to, indicating the number of the invoice or reservation
    correspondent. In case of refund of the amount, the USER could be penalized for the concepts that
    listed below:
  • If the reservation is canceled before 30 days prior to the arrival date, the PROVIDER will return 50% to the client of his reservation.
  • If the reservation is canceled after 30 days prior to the arrival date, the total amount of the reservation (100%) will not will be refunded.

Any claim that the USER considers opportune will be attended to as soon as possible, being able to
perform at the following contact addresses:
Plaza Ortiz, 8 – 29680 ESTEPONA (Malaga)
Telephone: 951768954
If during the rental period there is any breakdown in the electrical installations or devices, the USER must
immediately notify the PROVIDER to resolve these incidents as soon as possible.
In case of force majeure (damage caused by water, fire, etc.), the PROVIDER will replace the reserved accommodation
for another with the same characteristics. In the case of not having accommodation availability, the PROVIDER will
will refund the full amount delivered.
Online Dispute Resolution

Plaza Ortiz, 8 – 29680 ESTEPONA (Malaga)
In accordance with Art. 14.1 of Regulation (EU) 524/2013, the European Commission provides a free access platform for
the resolution of online conflicts between the USER and HOTEL ESTEPONA PLAZA, without the need to resort to the
courts of justice, through the intervention of a third party, called the Dispute Resolution Body, which acts in intermediary between the two. This body is neutral and will dialogue with both parties to reach an agreement, being able to finally suggest and/or impose a solution to the conflict.

Link to the ODR platform:

The parties will not incur liability for any fault due to force majeure. The fulfillment of the obligation
It will take until the cessation of the case of force majeure.
COVID-19: If due to mobility restrictions or another reason related to the consolidated regulations in the code of the COVID-19 the USER cannot move to the reserved accommodation, he will have the possibility to use his reservation until ……………… or a new date proposed by the PROVIDER.

The USER may not assign, transfer or transmit the contracted rights, responsibilities and obligations.
If any stipulation of these conditions is considered invalid or impossible to comply with, the validity, legality and
compliance with the rest will not be affected in any way, nor will they be modified in any way.
The USER declares to have read, know and accept these General Conditions in their entirety.

The details of each reservation, such as accommodation and food, are reported to the USER in their respective
description on the website.
All sales and deliveries made by HOTEL ESTEPONA PLAZA will be understood to be subject to these
General conditions.
No modification, alteration or agreement contrary to the Commercial Proposal of HOTEL ESTEPONA PLAZA or here
stipulated will take effect, unless expressly agreed in writing signed by HOTEL ESTEPONA PLAZA, in this case, these
Private agreements will prevail.
Given the continuous technical advances and product improvements, HOTEL ESTEPONA PLAZA reserves the right to
modify its specifications regarding the information provided in its advertising, until it does not affect the value of the
services offered. These modifications will also be valid in the event that, for any reason, it is affected
the possibility of supplying the services offered.
inputs and outputs
The entrances and exits of the accommodations are on Saturdays.
Tickets: The key collection schedule is from 5:00 p.m. to 8:00 p.m. at our offices in Plaza Ortiz, 8 – 29680 ESTEPONA
Before 17:00 the accommodation will not be available.
If you arrive earlier, you can call and leave your luggage at the agency.
For arrivals from 8:30 p.m. to 12:00 a.m., there will be an additional cost of €70.00.
Arrivals later than 24:00 are not accepted; these will be left for 8:00 in the morning of the following day.
Plaza Ortiz, 8 – 29680 ESTEPONA (Malaga)
Upon arrival at the agency and in accordance with current legislation, the USER must deliver the reservation sheet and
will proceed to identify all the occupants of the accommodation.
Next, the USER will sign a rental contract and will pay the remaining 60% of the rent plus €20.00 for expenses
management and tourist tax of €0.50 per day of stay and person over 16 years, with a maximum of 7 days. (Law
5/2012 to 3/20/12. D.O.G.C. no. 6094 of 03/23/12) and the deposit. You can pay by credit card or cash. The
deposit will always be in cash.
The accommodation is delivered clean and with all the utensils and kitchenware. Bath towels and sheets by
person are included in the rental price.
Departures: The departure time of the accommodations is from 8:00 to 10:00. A person from the agency will appear at the
accommodation at the agreed time to check the condition of the apartment, collect the keys and return your deposit.
At the agreed time of departure from the accommodation, the tenants must be prepared and with their suitcases packed and the
tidy and clean apartment.
extra services
If the USER is interested in contracting an extra service, he must do so at the time of making the reservation:
1-bedroom accommodation: €50.00
2-bedroom accommodation: €60.00
3-bedroom accommodation: €70.00
4-bedroom accommodation €80.00
Private house (detached) €110.00
Single chalet €160.00
The rental of the cot is €60.00.
Baby seat
The rental of the baby seat is €45.00
Folding bed
Extra bed rental is €70.00
There are accommodations where pets are allowed, for authorization you must inform the HOTEL
ESTEPONA PLAZA at the time of booking.

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