BOOKING AND ACCOMMODATION TERMS AND CONDITIONS – CALMA STAYS
1. IDENTIFICATION OF THE PARTIES
This document establishes the Terms and Conditions (the "Contract") governing the contractual relationship between:
On the one hand, the operating company:
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Company Name: Promotora San Miguel Tenerife S.L. (hereinafter, "Calma Stays")
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NIF (Tax ID): B38052643
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Address: Calle los Sauces, nº21, 38350, Tacoronte, Santa Cruz de Tenerife, Spain.
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Email: info@calmastays.com
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Office Phone (09:30-14:30): +34 922 938 510
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Emergency Phone (Out of hours): +34 822 778 822
And on the other hand, the individual making the reservation (hereinafter, the "Guest"), who declares to be over 18 years of age and have the necessary legal capacity to contract the services offered. The Guest is responsible for the accuracy of the data entered and the behavior of all their companions.
2. PURPOSE OF THE CONTRACT
The purpose of this contract is the provision of tourist accommodation services in the contracted modality (Apartment in the "11 Holiday Homes" complex or external Vacation Home), in accordance with current tourism regulations in the Canary Islands. This contract does not constitute a residential lease, and it is prohibited to use the accommodation for purposes other than tourism or vacation. Meal services (food) are not offered. All properties are duly registered in the corresponding Tourism Registry.
3. BOOKINGS, PRICES, AND PAYMENT
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Confirmation: The reservation is considered confirmed once the Guest has accepted these Terms and Conditions and has made the initial payment.
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Prices and Taxes: All prices include the applicable Canary Islands General Indirect Tax (IGIC). There is currently no tourist tax in this locality.
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Payment Conditions:
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Payment of 30% of the total reservation amount is required to confirm the booking.
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The remaining 70% will be charged automatically on the day of arrival (check-in) to the payment method provided by the Guest.
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Authorization of Charges: The Guest expressly authorizes Calma Stays to make the charges corresponding to the reservation, as well as possible charges for additional services, penalties, or damages described in this contract.
4. CANCELLATION POLICY
In case of cancellation by the Guest, the following charges will apply based on the initial payment amount (30% prepayment):
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From the booking date until 22 days before check-in: A charge of 3% of the initial payment will be applied. The remainder of the initial payment will be refunded.
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From 21 days before until the day of check-in: A charge of 100% of the initial payment will be applied.
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No-Show: If the Guest does not show up, a charge of 100% of the initial payment will be applied.
5. CHECK-IN AND CHECK-OUT
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Schedules:
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Self-Service Procedure: Check-ins and check-outs are autonomous. The Guest will receive detailed instructions and access codes at least 24 hours before arrival, provided they have completed the mandatory online registration.
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Physical Reception: We have an office/reception open from 9:30 to 14:30 for assistance, except for specific exceptions due to operational needs.
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Early Check-in / Late Check-out: Offered free of charge provided that availability and cleaning schedules allow. As availability can only be verified at the last minute, confirmation or denial will be communicated the day before the arrival date (for Early Check-in) or the day before the departure date (for Late Check-out).
6. MANDATORY TRAVELER REGISTRATION (ONLINE CHECK-IN)
In accordance with Spanish legislation (Organic Law 4/2015 on the Protection of Citizen Security and Royal Decree 933/2021), it is mandatory to register all travelers over 14 years of age and communicate their data to the State Security Forces and Corps.
The Guest is responsible for completing the online verification process (through our platform Enso Connect and the provider Chekin.com) before arrival, providing the ID or Passport of all occupants over 14 years of age. Access to the accommodation will be denied if this legal requirement is not met.
7. SERVICES AND SUPPLIES
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Utilities: Consumption of water, electricity, and internet access (Wifi) are included in the price. Responsible use is requested.
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Welcome Amenities: A complimentary pack is provided upon arrival (water, wine, cheese, coffee, oil, vinegar, salt) and basic hygiene and cleaning products (soap, shampoo, body cream, conditioner, detergents, cloths, sponge, etc.). These items are an initial courtesy and are not replenished during the stay.
8. CLEANING AND LINEN POLICY
8.1. For accommodations in the Complex (11 Holiday Homes):
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Frequency:
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Includes (30-60 min): Sweeping, mopping, dusting and bathroom cleaning, trash removal. Change of sheets (except the day before departure; please leave beds clear). Change of towels (if left on the bathroom floor).
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Does Not Include: Cleaning of the kitchen or the barbecue.
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Waiver: The Guest can opt-out of the service by contacting reception.
8.2. For External Vacation Homes (VV):
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Cleaning: Only the final cleaning is included. There is no intermediate cleaning.
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Sheets: A complete change per bed is provided. If additional clean sheets are desired, the Guest must bring the used ones (in the provided blue Ikea bag) to the reception and pick up a new kit (service cost €10, subject to changes in the cost policy).
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Bath Towels: Two large and two small towels are provided per person. They can be exchanged for clean ones at reception (service cost €1/towel, subject to changes in the cost policy).
8.3. Beach Towels (All accommodations):
One beach towel is provided per person. Exchanging it for a clean towel has a cost of €2 (payable by card) and is done at the lifeguard station of 11 Holiday Homes. Alternatively, the Guest can wash them in the accommodation (all have a washing machine and drying rack).
9. RULES OF USE AND COEXISTENCE
The Guest agrees to make appropriate use of the accommodation and to respect the rules of coexistence and rest.
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Occupancy: It is strictly forbidden to accommodate a number of people exceeding the maximum capacity indicated in the reservation.
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Visits: Visits by non-staying persons are allowed only during daytime hours inside the apartment. In the pool area (if applicable), the total occupancy (guests + visitors) cannot exceed the maximum occupancy of the reserved apartment.
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Parties and Noise: Parties, events, and any activity that disturbs the tranquility of the environment are expressly prohibited. The absolute silence schedule must be respected from 21:00h (9:00 PM) to 09:00h (9:00 AM).
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Smoking: Smoking is prohibited inside the accommodations. Smoking is only allowed in outdoor areas (terraces, balconies).
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Commercial Use: It is not allowed to use the accommodation for commercial activities, professional photo shoots, or filming without prior written authorization from Calma Stays.
Serious breach of these rules may lead to immediate eviction from the accommodation without the right to a refund.
10. PET POLICY
Calma Stays accepts pets under the following conditions:
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Pet Fee: A single supplement per pet is applied to cover extra cleaning and the Welcome Pack:
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Welcome Pack: Includes food and water bowls, leash, hygiene bags, treats, and a cooling mat.
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Access Restrictions: Due to health regulations, pets are not allowed in the pool area.
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Dangerous Breeds (PPP): By internal policy, dogs classified as potentially dangerous breeds (PPP in Spain) are not admitted.
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Responsibility: The owner is responsible for the pet's behavior and any damage it may cause.
11. DAMAGES, LOSSES, AND PENALTIES
Although a prior deposit is not required, the Guest is responsible for any damage, breakage, or loss caused in the accommodation, furniture, or common areas during their stay that exceeds reasonable wear and tear from ordinary use.
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Condition at Departure: The accommodation must be left in a reasonable state of order and cleanliness. This includes taking out the trash and leaving the kitchen tidy (clean dishes).
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Penalties: Calma Stays is authorized to charge the following penalties to the provided payment method:
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Extreme dirt or extraordinary cleaning: €100.
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Smoking inside the accommodation (cost of deodorization and special cleaning): €150.
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Loss of steel pool cups (11HH): €15 per cup.
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Cost of repair or replacement of damaged items.
12. SPECIFIC POOL RULES (11 Holiday Homes Complex)
The pool area is an oasis of tranquility. All pools are heated year-round. Please follow these rules:
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Pools:
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Main Pool (25°C): All ages.
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Relax Pool (33°C): Reserved for those over 14 years old and babies who are not yet walking. Maximum tranquility required.
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Children's Pool (28°C): Up to 6 years old.
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Area Hours (General): From 8:00h to 00:00h (midnight). A perimeter alarm is activated from 00:00h. Access outside these hours is prohibited.
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Safety and Hygiene Rules (MANDATORY):
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NO GLASS: It is strictly forbidden to bring any glass objects (cups, bottles, etc.) into the entire enclosure.
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Shower: It is mandatory to shower before entering the water.
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Minors: Children under 12 must always be supervised by an adult.
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Pets: Animals are prohibited.
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Food/Drink: Eating or drinking inside the water is not allowed.
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Ambiance: Maintain an appropriate volume and avoid disruptive games.
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Sunbed Policy (11 Holiday Homes Guests): A group of sunbeds per apartment is guaranteed. They must consult the lifeguard from 9:00h for daily assignment. If they are not going to be used for more than 2 consecutive hours, belongings must be removed.
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Access for External VV Guests:
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Hours: They can use the pools only during the lifeguard's hours. Once the lifeguard leaves, access will be blocked.
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Sunbeds: They must exclusively use the sunbeds in the San Miguel Village residents' community area.
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Maintenance: Calma Stays is not responsible for temporary closures due to eventual breakdowns or necessary maintenance that are not the express fault of the operation, nor for the time required for their repair.
13. COMPANY LIABILITY
Calma Stays will not be responsible for theft, robbery, or loss of personal belongings of guests inside or outside the accommodations, nor for cuts in supply (water, electricity, internet) caused by third parties outside the company.
14. DATA PROTECTION
Personal data provided will be processed by Promotora San Miguel Tenerife S.L. in accordance with the GDPR and the LOPDGDD. For more information, consult our Privacy Policy.
15. APPLICABLE LAW AND JURISDICTION
This contract is governed by Spanish law. For the resolution of any dispute that may arise, the parties submit to the jurisdiction of the Courts and Tribunals of Santa Cruz de Tenerife, expressly waiving any other jurisdiction.
Last updated: November 10, 2025.
