By placing a booking with us Cuevas Helena you (the lead guest) and your booking party (guests) agree to the following terms and conditions as set-out. During your stay, you agree to abide by the subsequent conditions as set-out. If you have any questions about booking with us, please do contact us before making a booking.
To place a booking with us the lead guest must be at least 18 years of age. The maximum number of 6 staying Cuevas Helena website. Where the person making the booking is different from the lead guest taking up the occupation, the person making the booking may be held responsible for cancellation, non-arrival, and damages as set-out within. Only the lead guest and the named booking party are allowed to use the property and its facilities, any third party visitors are only allowed access at our express permission.
To secure any booking we require a deposit to be paid in advance, this deposit amount is 25% of the cost of your booking.
Deposit payments must be ‘cleared funds’ before a booking can be confirmed. Deposits are only refundable under the conditions set-out here within.
Payments can be made online via Paypal (including Paypal’s debit/credit card service) as well as by international bank transfer. Any charges raised against us by our banks for accepting payment must be reimbursed by the lead guest within seven (7) days of any request to do so.
Covid-19 Special Measures
In addition to our usual high standards of service and hygiene, we’ll be implementing Government requirements to comply with social distancing and enhanced cleaning/disinfecting at Cuevas Helena, to do our utmost to keep our guests (and ourselves) as safe and healthy as possible.
In addition, we will:
- Provide hand sanitiser for all guests, at the entrance to Cuevas Helena
- Disinfect the pool area and sun loungers daily & Hot Tub area
We’ll be asking all guests to:
Use the cleaning materials provided to wipe down sun beds within the gardens/pool area before and after use
- Follow any additional guidance over the use of facilities as may be required.
We hope you’ll agree that we have everything in place to enable you to enjoy a relaxing break.
Check-in & Check-out
Guests must check-in and check-out by the times stated below;
- Check-in from 15:00 pm and before 22:00pm on the day of arrival
- Check-out by 11:00 am on the day of departure
Cancellation, Returned Deposit & Non-Arrival Conditions
When you make your booking and we have received the required deposit, a legally binding contract exists between us that is non-cancellable and non-refundable, except in exceptional circumstances.
You may still remain liable to pay in full or in part for the booking, even if you are unable to take your holiday. Even where you have not paid in full at the time of cancellation, you will remain liable for the full cost.
Cancelling your Booking
If for some reason you do need to cancel, it is important that you tell us at the first opportunity so that we may attempt to re-let the Cave and minimise your loss. You could take out cancellation insurance to protect you against possible loss.
For bookings made directly with us, we will allow you to cancel your booking without penalty, but you must do so on or before 60 days of the first night of the stay, in writing, or by email to email@example.com We will acknowledge receipt of your cancellation by return email. Please do not consider your booking cancelled until you receive our confirmation.
- Cancellation made 60 days or more in advance of arrival date = Full deposit refund
- Cancellation made between 59 days and 30 days of arrival date = 50% of deposit refund
- Cancellation made 29 days or less of arrival date = No refund issued and the full amount of booking is due
If you booked your stay with us through a third party website, please refer to their terms and conditions regarding the cancellation policy for your specific booking.
Failure to Arrive (No Show)
If you do not cancel, but you fail to arrive for your stay with us, you remain liable for the entire cost of your stay and you agree that the sum due for your entire stay will be paid in the full and final settlement.
Cancellation by Us
We would only cancel your holiday if your accommodation was unavailable for reasons beyond our control. We would, however, attempt to offer you alternative accommodation. If this was not possible, or unacceptable to you, we would refund all monies already paid by you for the holiday. Except in exceptional circumstances, our liability would not extend beyond this refund.
WiFi Access and Usage Policy
Where WiFi Internet access is provided, guests accept to use this access to the Internet fairly and appropriately. We may monitor network performance and user usage in order to maintain a fair and high level of service .
Internet access is provided as a complimentary, supplementary, service and access to WiFi is not guaranteed. Cuevas Helena accepts no liability for WiFi outages or downtime and no damages will be accepted for the non-availability of the service.
Internet access at Cuevas Helena is intended for general use such as access to the internet for browsing, email, messaging, social media, light video/music/media streaming. It is not intended or ideally suited for heavy media streaming, online gaming, or extensive downloads/uploads. Access to illegal activity or use of our network for illegal activity is prohibited and will be reported to local authorities.
We reserve the right to charge the lead guest for any damages caused through the course of a booking by any member of the booking party. This includes, but is not limited to, breakages, spillages, stains, damage to furniture or fixtures and fittings.
Any accidental damages should be reported as soon as possible in order to minimise further damage and associated costs. Lost keys will incur a replacement charge of €60 per key lost.
Guests accept that any property or possessions brought to Cuevas Helena are at their own risk.
Cuevas Helena accepts no responsibility or liability for the loss of any guests’ property or possessions.
Any lost property should be reported as soon as possible. Where necessary, the local authorities will be informed.
Any property left behind by guests during a stay, if discovered, will be held for a period of 1 calendar month. While we will make our best efforts to reunite lost property with their owners we accept no responsibility to replace lost items or items left behind by guests and encourage guests to ensure they have all their belongings with them before checking-out.
We may post any lost items discovered after a guest’s departure via recorded delivery at the cost of the guest, otherwise, collection can be arranged.
Cuevas Helena is a non-smoking environment.
Smoking of any tobacco products including, but not limited to cigarettes, pipes, cigars, snuff, is not allowed.
If guests have smoked in the Cave, we reserve the right to charge a specialist cleaning fee of €300.
The smoking of e-cigarettes is permitted.
Free on-site parking is provided and guests accept that they park vehicles at their own risk. Cuevas Helena cannot be held responsible for any loss or damage incurred to vehicles or property.
Unfortunately, due to the nature of the grounds, principally the chipped area nature of the property, it is or those with mobility issues.
We Live on-site
We live on-site but we are only there when our guests need our help we respect the privacy of all our guests.
Your Personal Details & Privacy
We are required to keep a register of guests over the age of 18 who stay with us, this includes full names and nationality, and/or passport numbers and place of issue.
This is in accordance with Spanish Law. These records are kept for a minimum of 12 months and in accordance with the DPA (Data Protection Act 1998) and the GDPR (General Data Protection Regulation).
You accept that any entries you make to an on-site guest book, if available, will not contain personal information or details you would not want to be disclosed. Any entries containing personal details that may fall under GDPR may be removed and destroyed.