1. INTRODUCTION
In accordance with Article 31 of Decree 65/2015 of October 8, regulating tourist accommodation establishments in Andalusia, the owners of such establishments may draft internal regulations, which will be made available to guests and can be consulted at the hotel reception.
Aqua Apartments Group, based on this regulation, has prepared rules that outline the rights and responsibilities of guests. Consequently, compliance with these rules is mandatory for both guests and the hotel.
2. SCOPE OF APPLICATION
The Internal Regulations (hereinafter referred to as the RRI) of the Aqua Apartments Group Guesthouse apply to all guests from the moment they make a reservation through the various available channels until their departure and the full payment of the services rendered and invoiced.
The RRI includes, among other aspects, the hours during which the services offered to guests are available, when applicable, instructions and operating conditions for certain facilities and services, and other elements made available to the guests. It also provides guidelines for the rational use of resources and other rules for the use and occupancy of common areas to ensure the proper coexistence of users.
Additionally, it outlines the rules governing the admission and stay at the hotel, which in no case will be discriminatory based on birth, race, gender, religion, opinion, or any other personal or social condition or circumstance.
3. ADMISSION CONDITIONS
Article 1. Identification of the Guest and Registration
The Hotel is legally required to register the personal details of all guests upon check-in. Therefore, it will request an identification document from each guest occupying a room who is over 14 years old.
The required documents are:
- For Spanish citizens: NIF or DNI, passport, or driver’s license.
- For foreigners: NIE, passport, identity card or document (for citizens of the European Union, Andorra, Iceland, Switzerland, Norway, Monaco, and San Marino), valid Spanish residence permit for foreigners residing in Spain, or residence permit issued by another European Union member state (Order of the Ministry of the Interior 1922/2003, of July 3, and Resolution of July 14, 2003, of the Secretary of State for Security).
Article 2. Admission Document
The admission document, also referred to as the “Welcome” document, which is completed at the Reception upon the guests’ arrival during check-in, constitutes a contract between the guests and the hotel.
Article 3. Prepayment Guarantee
The Hotel may request a prepayment guarantee from guests at the time of making a reservation. This guarantee may be provided through a credit card, bank transfer, or a cash deposit, covering both the total amount for the reserved or contracted accommodation and any additional services (or extras) contracted or expected.
The Hotel will determine the conditions of this guarantee in each case, in accordance with the contracted rate.
Article 4. Payment Method and Invoices
The accepted forms of payment are cash and credit card (Visa, MasterCard). If the guest requests an invoice in the name of a company or another entity, they must inform the reception desk before checking out, along with the billing details.
Article 5. Expiration of the Reservation
Confirmed reservations are valid until 8:00 PM on the day of arrival, and may be canceled after that time, unless they are from an agency with a payment contract with the Hotel, or have been prepaid or guaranteed with a credit card.
Once the reservation of a no-show guest is canceled, the Hotel may freely dispose of the corresponding accommodation unit for that day and the following days included in the reservation.
The Hotel will charge the price of the first night’s stay for each reserved but unoccupied room as compensation for damages and losses.
Article 6. Incorrect Guest Information
The Hotel assumes no responsibility for any issues a potential guest may experience due to non-admission to the establishment resulting from discrepancies between the details of the confirmed reservation and the voucher issued by a tour operator, a wholesaler or retailer agency, or an online operator.
In all cases, the reservation details will take precedence.
The details include: the name of the future guest/user, the quantity and type of stay reserved, the arrival and departure dates, the number of people per accommodation unit, and the meal plan.
Article 7. Check-in and Check-out Time
The availability of accommodation units begins at 2:00 PM on the first day of the reserved period and ends at 12:00 PM on the designated departure date.
However, during periods of maximum occupancy, the hotel may delay the availability of the accommodation unit for up to two additional hours, meaning until 4:00 PM.
If agreed upon by both parties, the guest and the hotel, other check-in and check-out times may be established, and the conditions of such an agreement will apply. This agreement will be documented through the emails exchanged between both parties.
For possible changes, the guest must check with Reception, which will confirm under what conditions these changes can be made.
If the guest does not vacate the room by the specified time (12:00 PM on the departure day), it will be assumed that they wish to extend their stay for an additional day, and a charge for this extension will apply, provided there is availability of a room with the same or similar characteristics and at the prevailing rate for that day.
Additionally, a supplementary charge of €30 will be applied as a penalty. In the event of no availability, the guest must vacate the room, and a penalty charge of €30 will be applied for the first hour, plus €30 for each additional hour of delayed departure.
Article 8. Late Check-out or Delay in Departure
If a guest wishes to delay their departure (check-out) beyond 12:00 PM on the departure day, they must request it at the hotel Reception, which will confirm whether there is availability for a late check-out until 3:00 PM.
This service has a cost, of which the guest will be informed at the hotel Reception, and it will never exceed the penalty charge for delayed departure mentioned in the previous article. Beyond the specified time, an additional night’s stay will be charged at the prevailing rate.
Article 9. Extension of Stay
To extend the stay beyond the days specified in the admission document or “Welcome” document, prior approval from the hotel Reception department is required, as it will depend on the availability of accommodation units.
Reception will inform the guest of the availability and the corresponding rate, which may differ from the rate applied up to that point.
Article 10. Occupants of the Rooms
The accommodation of more people than indicated on the voucher or the written confirmation of the reservation is not permitted in the rooms, and under no circumstances may it exceed the number stipulated for each type of room, as declared at check-in.
The admission document or “Welcome” document provided to the guest upon check-in specifies the maximum number of people allowed to stay in the assigned room. An additional charge will be applied for each extra person staying beyond the contracted number, in accordance with the prevailing rate.
Article 11. Minors
The Hotel does not allow the accommodation of minors under 18 years of age unless they are accompanied by a legally responsible adult.
Article 12. Identification of Persons Accessing the Rooms
The Hotel reserves the right to request a valid legal identification document, as outlined in Article 1 of these Regulations, from individuals who, under certain circumstances, attempt to access the rooms in the company of the registered guests.
Article 13. Service Animals or Pets
Access is prohibited for individuals with animals, except for those accompanied by guide dogs, in accordance with Law 11/2019, of April 3, regarding access to the environment for users of assistance dogs in the Community of Andalucia
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4. RULES OF COEXISTENCE
Article 14. Basic Obligations and Rights of the Hotel
The Hotel has the obligation to ensure the peace and proper social coexistence of the guests and the right to refuse admission or remove any individuals who may pose a danger or cause inconvenience to other guests. The hotel is authorized to request assistance from law enforcement to evict anyone who violates these Internal Regulations or intends to access or remain on the premises for a purpose other than the normal use of hotel services, in accordance with Decree 65/2015, of October 8, and Law 14/2010, of December 9, on Tourism in Andalucia
Article 15. Right of Admission
- Access and/or stay will be prohibited in the lounges, common areas, restaurant, or café in the following cases:
1º) When the established capacity has been reached with the guests already present inside.
2º) When the closing time of a facility or area of the establishment has passed.
- Access and/or stay will be prohibited in the establishment in the following cases:
- When a person carries weapons or objects that could be used as such, unless, in accordance with the specific regulations in effect at the time, they are members of the Security Forces or private security escorts employed by private security companies, and they access the establishment in the performance of their duties.
- When a person is consuming drugs, narcotic substances, or psychotropic substances, or shows clear signs or behaviors of having consumed them or being intoxicated.
- When a person causes noise, loud voices, laughter, music, radio, or TV at high volumes that disturb the normal coexistence within the establishment. All guests and clients must respect the areas where the rooms are located during nighttime and siesta hours, and, in general, avoid making unnecessary noise.
- When a person displays behaviors or acts against the health, cleanliness, and safety of the establishment, misuses its facilities, or fails to respect its furniture, equipment, and gardens.
- When a person carries out actions or exhibits the intent to do so that may jeopardize the assets associated with the Aqua Apartments Group’s property, regardless of the area in which they are located.
Article 16. Payment for Damages Caused
In the cases described in the previous article, the person is obligated to pay for the expenses incurred up to the moment of the prohibition of their access or stay in the establishment.
Damages, stains, breakages, or losses caused intentionally or by abusive or improper use in common areas, rooms, or their furniture and equipment, including the unjustified discharge of fire extinguishers or theft of items or textiles from the room, will result in an additional charge to the person responsible or the holder of the room reservation, so that the establishment can recover the damages and losses incurred.
Article 17. Smoking Prohibition
Smoking is not permitted in any area inside the establishment and, by extension, throughout the interior of the Aqua Apartments Group, including the interior courtyards.
Smoking is prohibited in the hotel rooms, and in case of non-compliance, an additional charge will be applied to the guest’s bill as compensation for extra cleaning and disinfection, amounting to €120.
Smoking is only allowed outside the building that forms the architectural complex of Aqua Apartments Group, which includes the hotel. Guests or visitors who smoke in the exterior area of the building within the Aqua Apartments Group premises (paths, gardens, parking areas) must take extra precautions to avoid any incidents that could lead to a fire or explosion caused by smoking.
Smoking is prohibited in areas near fuel storage tanks, and efforts will be made to avoid smoking in wooded areas (poplar groves) near the Duero River, especially during periods of heat or drought.
Article 18. Circulation within the establishment and access to private areas of Aqua Apartments Group
Circulation and stay within the establishment will be limited to areas reserved for registered guests, and under no circumstances should they access reserved or private areas.
Access to adjoining areas that form the rest of the Aqua Apartments Group is expressly prohibited, as they are private to the Community of Augustinians, or require being accompanied by an authorized guide to visit these areas (cloisters, museums, inner courtyards, church, chapels, etc.).
Article 19. Use of Swimwear or Being Wet in the Facilities
Guests are not allowed to walk through the hotel’s interior common areas with wet clothes, wet feet, or only in swimwear. Access to the restaurant or café is also prohibited in swimwear.
Article 20. Commercial Activity Inside the Hotel
The use of the hotel’s interior or exterior common areas for commercial activities involving the display of merchandise is not permitted, unless expressly authorized by the management of the establishment.
Article 21. Restriction on the Use of Other Recreational or Leisure Equipment
Skating, biking, using scooters, playing with balls, or engaging in running or shouting games are not permitted in the hotel’s interior common areas.
For the exterior areas, skating or using bicycles or scooters is allowed only on the paths and roads within the walled premises. They cannot be used in the parking areas due to the risk of accidents.
Ball games are not allowed in the garden areas or parking lot, as they may damage the gardens or vehicles, and pose a risk of accidents.
Article 22. Clothing on Windows or Balconies
Hanging clothes or towels over the balcony railings or window sills of the rooms is not permitted.
5. OPERATIONAL RULES OF THE ESTABLISHMENT:
Article 23. Obligation to Pay for Services
Hotel guests are required to pay for the services contracted or consumed at the time the invoice is presented. Under no circumstances does the filing of a complaint relieve them of their payment obligations.
Article 24. Prices of Services
The maximum room prices are available at the hotel reception. On the hotel website, the guest can find the current prices by room type and date. In the Restaurant-Café, the maximum prices of the offered products are also displayed, and menus with detailed prices for each type of service are available. All displayed prices include the applicable VAT.
Article 25. Client Accreditation
The admission document or “Bienvenido,” provided at the Reception during check-in, accredits the guest as a temporary client of the establishment. The guest must carry it at all times within the hotel premises to sign for credit charges, if they have previously left a deposit or provided a credit card imprint at the Reception. Otherwise, any additional services must be paid for at the time of consumption.
Article 26. Credit Limit
The hotel has set a credit limit of €500. Once this limit is exceeded, the guest will be notified in writing (via email) and must settle the outstanding balance on the same day. If not, the guest will be required to leave the establishment immediately, without the hotel renouncing its right to take legal action.
6. CLEANING
Article 27. Room Cleaning
The cleaning of the rooms, along with the changing of sheets and bed linen, is done weekly. Extra cleaning or more frequent linen changes, upon request by the guest, will incur an additional charge according to the rate established for these extra services.
Article 28. Room Cleaning Hours
The room cleaning hours are from 9:00 AM to 14:00 PM. Cleaning will not be carried out outside of these hours unless the guest has allowed housekeeping access to the room during the day.
Article 29. Order of the Guest’s Belongings
If the guest’s belongings in the room are so disorganized and scattered that they occupy the floor and furniture, the room will not be cleaned, as this hinders the normal work of housekeeping staff.
7. PARKING
Article 31. Obligation to Pay for Services
The parking lot is for the exclusive use of guests staying at the hotel, starting with the signing of the check-in contract and ending with the hotel’s stay day, which concludes at 12:00 PM on the day of departure. Parking is free for hotel guests.
There are no assigned parking spaces, so users may park in any available space at that moment.
Guests should maintain proper order to ensure efficient use of space and maximize availability. They should also ensure that they do not block the entrance to the premises or the service door for suppliers.
Parking in spaces designated for the exclusive use of handicapped individuals is not allowed unless they provide proof of their condition upon request.
It is also prohibited to park in the two spaces designated for charging electric vehicle batteries, in areas painted dark yellow, or on grassed areas.
The hotel does not guarantee that all guests will have a parking space available upon arrival. Once all spaces are filled, the hotel may suggest the use of an external parking lot.
The establishment may request the owner or driver of a poorly parked vehicle to move it in order to free up a space that does not belong to them or to facilitate parking for other vehicles.
Article 32. Items and Objects Inside Vehicles
Personal belongings and items left inside vehicles, such as mobile phones, consoles, computers, etc., non-fixed and removable accessories of audio or radio equipment, or any device integrated into the vehicle, must be removed by the users. The establishment will not be responsible for their return if left behind (Law 40/2002 of November 14, regulating the vehicle parking contract).
The hotel will only be responsible for damages to vehicles while they remain in the parking lot and which are attributable to the activities carried out by the hotel management company or its employees (Order M. Comercio of 21/07/1966, BOE 01/08/1966, No. 182).
8. ACCESS ROADS TO THE HOTEL
Article 33. Access Roads in Front of the Hotel
The circulation routes in front of the hotel entrance and other main access points are intended exclusively for the use of customers’ vehicles for loading or unloading passengers and luggage. Any vehicle staying in this area longer than necessary will obstruct traffic and may result in the establishment requesting the vehicle’s removal to a location that allows the movement of other vehicles and pedestrians.
Parking is not permitted in areas that hinder the access or exit of the hotel, as this would not only block traffic but also impede the evacuation of vehicles from the parking area in case of emergency.
Both roads should remain as clear as possible to facilitate the access of public services in case of an emergency.
9. COFFE SHOP AND RESTAURANT
Article 34. Coffe shop and Restaurant Hours
The Coffee Shop and the Restaurant, where the breakfast buffet service is also provided, have specific opening and closing hours that must be observed. These hours are available in the Service Directory. No meals or drinks will be served after the closing time. The hours may change depending on the time of year and may be adjusted according to the season and the hotel’s needs.
Article 35. Food and Beverages
The consumption of food or drinks in the Coffee Shop, Restaurant, Terrace, or in the common areas of the Hotel is not allowed unless they have been purchased within the Hotel.
It is also not allowed to take food and beverages from the Coffee Shop, Restaurant, or buffet to the common areas of the Hotel and consume them in these areas.
Artículo 36. Alimentos del buffet
Taking food from the buffet is not allowed. In such cases, an additional charge may be applied for the value of the food consumed.
10.AVAILABILITY OF SMALL APPLIANCES, CRIBS, EXTRA BEDS
Article 37. Small Appliances
Hairdryers, irons, and ironing boards are available for guests’ use. There is at least one hairdryer per room.
These items and others that may be offered will be provided to guests at the Reception for free use, subject to availability, in the case of irons and ironing boards.
In case of loss or damage due to improper handling, the hotel may charge the guest for the costs of repair, replacement, or substitution of these items. These costs must be paid before the guest’s departure.
Article 38. Shoe Cleaning Kit
Shoe cleaning kits are available for guests. These will be provided at the Reception for free use, subject to availability.
Article 39. Extra Beds and Cribs
The hotel offers extra beds and cribs to guests, subject to availability. Cribs are provided free of charge, while extra beds carry an additional cost.
Guests must request extra beds or cribs during the booking process, as availability cannot be guaranteed otherwise.
11. GUESTS’ BELONGINGS
Article 40. Responsibility for Deposits in Safe Boxes
The Hotel is not responsible for theft of items, money, jewelry, or other valuables that are not deposited in the safe at the Management Office, for which a receipt will be provided as proof of deposit (Articles 1783 and 1784 of the Civil Code), and which receipt will be required for the return of the item (material goods). Money deposits are not accepted.
Deposits of containers containing explosive, flammable, toxic, corrosive, or environmentally hazardous products are not allowed.
The Hotel is not responsible for items, money, or jewelry deposited in the room safes, as the actual value and condition of these movable or financial assets are unknown.
Article 41. Luggage Storage
The Hotel provides a luggage storage service to hold guests’ luggage when check-in has not yet been completed upon their arrival. Once the guest has checked in, they must retrieve their luggage from the storage area.
Additionally, when a guest checks out of their room and wishes to store their luggage until their final departure, this is permitted, provided the storage period does not exceed 10 hours from the room’s check-out time.
Upon arrival or departure, the reception staff will identify each piece of luggage and provide the guest with a receipt, which will be required to retrieve the stored luggage.
This service is offered free of charge, as long as the established time limits are not exceeded. If the storage period surpasses the allowed time, a fee of €10 per day and per item may be charged.
Article 42. Forgotten Items
Any items forgotten by guests that come into the possession of the Hotel will be kept for a maximum period of 60 days. After this period, the Hotel will dispose of them, either by destroying, donating, or taking other appropriate measures based on the specific circumstances.
In case of a claim for the forgotten items, the claimant must send a written communication to the Hotel, including their complete address, a contact phone number, and authorization to charge the shipping costs to a credit card or suggest an alternative payment method.
The Hotel will never, under any circumstances, contact the guest directly, even if it is certain of the owner of the item.
12. SUGGESTIONS, COMPLAINTS AND CLAIMS
Article 43. Complaints, Claims, and Suggestions
The Hotel has sufficient mechanisms in place for guests to make suggestions or file complaints directly with the Hotel Management, either in person, through an employee, in writing at the hotel, by email, phone, letter, or through other means such as social media.
We recommend that any communication be made at the Hotel Reception if you wish to do so in person, or in writing via the various available channels addressed to the Hotel Management.
A form for submitting Suggestions and Complaints is available at Reception.
Guests of the hotel services also have access to official complaint forms from the Junta deAndalucia All complaints will be responded to within a maximum period of ten days.
13. ACCESSIBILITY
Article 44. Accessible Room
The hotel has a room adapted for disabled guests, so its assignment to a guest who requests it will be subject to availability.
To ensure availability, the guest must explicitly request the room at the time of booking, indicating that they wish to be assigned this room. The Reservations department will confirm whether the room is available or not.
Article 45. Parking for Accessible Guests
The Hotel has two parking spaces reserved for guests with reduced mobility. These spaces are not exclusive or private to a specific person or vehicle, and another person holding a valid parking permit for people with reduced mobility may park there.
As the area is a private facility, these spaces are prioritized for hotel guests or customers using the Restaurant-Cafeteria services. In other cases, the vehicle may be requested to be removed.
Article 46. Accessible Toilet and Other Assistance
Next to the Reception, there is an accessible toilet for guests with reduced mobility.
If a guest with accessibility needs requires any additional services, they should consult Reception; the hotel, within its capabilities, will assess how to make their stay more comfortable and accessible.
14. POOL RULES
- No alcohol or glassware is allowed.
- No food is allowed.
- Balls or sports equipment are not allowed.
- Music is not allowed.
- Smoking is not allowed.
- Pets or animals are not allowed.
- Shouting is not allowed.
