Cancellation and refund policy
This Policy regulates the conditions applicable to cancellations, modifications and refunds of reservations made through Gran Canaria Stay.
By confirming a reservation, the guest expressly accepts these conditions.
1. Confirmation of the reservation
To confirm a reservation it will be necessary to make the payment indicated during the contracting process.
In general:
- Reservations made well in advance require the advance payment of 25% of the total amount.
- When the arrival date is close (usually within the 15 days prior to check-in), may be required Payment of 100% of the amount of the reservation.
These conditions may vary for certain promotions or special rates, in which case they will be expressly indicated during the reservation process.
2. Cancellation by the guest
The guest may cancel your reservation at any time.
The economic consequences of the cancellation will be as follows:
Amounts already paid
The amounts paid as advance or payment of the reservation will not be reimbursable, unless these conditions expressly establish otherwise.
However, Gran Canaria Stay may offer, on a voluntary basis and without this being a right of the guest, the possibility of applying the amount paid in whole or in part as a credit for a future reserve.
Cancellations 30 or more days in advance
When the guest has paid an amount greater than 50% of the total amount of the reservation and the cancellation occurs 30 or more days before the arrival date, the amount that exceeds said 50% will be refunded.
Cancellations less than 30 days in advance
Cancellations made less than 30 days in advance will be governed by the accepted rate conditions during the reservation process.
Cancellations less than 7 days in advance or no presentation
Cancellations made during the 5 days prior to check-in, as well as the non-presentation of the guest (No Show), will give rise to the collection of 100% of the total amount of the reservation.
3. Early departure
If the guest decides to leave the accommodation before the scheduled departure date, the nights not enjoyed will not give the right to return, unless there is an express written agreement with Gran Canaria Stay.
The early departure will also not be entitled to the return of the accessory services contracted for the stay, unless expressly agreed otherwise.
4. Reservation modifications
Requests for change of dates, accommodation or number of guests will be subject to availability.
When the modification implies a change of rate, the guest must pay the corresponding difference or, where appropriate, the appropriate adjustment will be made.
Gran Canaria Stay reserves the right to apply management fees when the modification generates administrative or reorganization costs.
The modifications may imply the application of a rate other than the one initially contracted.
5. Cancellation by Gran Canaria Stay
In the unlikely event that Gran Canaria Stay is unable to provide the accommodation reserved for reasons not attributable to the guest, it will be offered, whenever possible:
- an alternative accommodation with similar characteristics; or
- Full reimbursement of the amounts paid.
Gran Canaria Stay will not be responsible for additional expenses unrelated to the reservation, such as transport, flights, car rental or other services contracted by the guest.
6. Force majeure
Neither party will be responsible for the breach of its obligations when it is a consequence of unforeseeable and unavoidable circumstances beyond its control.
In these cases, both parties will try to reach a reasonable solution according to the specific circumstances of each case.
7. Refunds
When a refund is appropriate, it will be made using, whenever possible, the same means of payment used to make the reservation.
The return period will depend on the financial entity used by the guest and the payment service provider.
When it is appropriate to make a reimbursement, Gran Canaria Stay will initiate the return procedure within a maximum period of 14 days from the time it proceeds in accordance with these conditions, without prejudice to the time that the financial entity or the provider of the payment service may require to make the payment effective.
8. Contact
For any questions related to cancellations, modifications or refunds, the guest can contact Gran Canaria Stay through the contact information published on this website.