1. Reservation and Acceptance of Terms

By making a reservation with Gran Canaria Stay, the guest confirms that they have read and accepted these terms and conditions, as well as any specific rules applicable to the selected accommodation.

The person making the reservation must be at least 18 years old and authorized to act on behalf of all guests included in the booking.

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2. Number of Guests

Only the guests included in the reservation are permitted to stay at the property.

For safety, access control, and compliance with tourism regulations, it is not permitted to exceed the maximum occupancy stated in the accommodation listing or to host individuals who have not been previously registered.

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3. Mandatory Guest Registration

Spanish law requires all tourist accommodation providers to identify and register their guests. This obligation applies to hotels, tourist apartments, holiday rentals, and other types of accommodation.

For this reason, all guests must complete the registration process and provide the required documentation to verify their identity before arrival.

If the registration process is not completed correctly, access to the accommodation may be denied until the mandatory information has been provided.

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4. Why Is Registration Required?

Guest registration is not a decision made by the accommodation provider, but a legal requirement established under Spanish public safety and lodging regulations. Accommodation providers are required to collect and submit certain guest information to the relevant authorities through the systems established by the Spanish Ministry of the Interior.

The purpose of this measure is to enhance public safety, prevent unlawful activities, and ensure the proper identification of individuals staying at tourist accommodations.

Personal data is processed in accordance with applicable data protection legislation and solely for legally established purposes.

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5. Online Registration and Access to the Accommodation

Gran Canaria Stay uses a digital platform developed by Gran Canaria Stay uses the Hotelgest property management platform, developed by CLOUDSOFT PMS, S.L., to simplify the check-in process.

Through this web application, guests will be able to:

• Complete the mandatory guest registration.
• Provide the identification details required by Spanish guest registration regulations through a verification process assisted by the Hotelgest platform (CLOUDSOFT PMS, S.L.), which acts as the data processor.
• Where identification requires reading the identity document using the device’s camera, the platform may use Optical Character Recognition (OCR) technology exclusively to extract the information required to comply with legal obligations, unless the law requires the document to be retained or the guest has been informed in advance that such processing will take place.
• The automated reading of the identity document is used solely to facilitate the collection of the mandatory information required under guest registration regulations and to prevent transcription errors.
• Sign the required documentation electronically.
• Receive practical information about the stay.
• Obtain arrival instructions and access details.
• Access useful information throughout the stay.

The application works directly through any web browser, with no need to download a mobile app.

Completing this process before arrival helps streamline the check-in process and reduce waiting times.

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6. Check-in and Check-out

Unless otherwise specified in the reservation:

• Check-in: from 12:00 PM.
• Check-out: before 11:00 AM.

Requests for early check-in or late check-out are subject to availability and cannot be guaranteed in advance.

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7. Cleaning, Equipment and Supplies

The initial cleaning of the accommodation is included in the reservation price.

During the stay, guests are responsible for keeping the apartment in a reasonable state of cleanliness and order. Unless an additional service has been arranged, no periodic cleaning service is provided during the stay.

Bed Linen and Towels

Upon arrival, guests are provided with:

• One set of bed linen for each bed.
• One additional set of bed linen for long stays.
• One bath towel and one hand towel per guest.

Kitchen Equipment

The kitchen is equipped with the basic utensils required for a comfortable stay, including:

• Pots and pans.
• Mixing bowls and kitchen containers.
• Plates, glasses and cups.
• Cutlery and basic kitchen utensils.

Welcome Basket and Complimentary Supplies

As a welcome gesture, a small selection of basic products is provided for the first days of the stay:

• Tea.
• Coffee.
• Sugar.
• Salt.
• Oil.
• Vinegar.

Guests will also find complimentary supplies to help them settle in:

• Shower gel.
• Toilet paper.
• Dishwashing detergent.

These supplies are intended for the beginning of the stay. Guests are responsible for purchasing any additional products they consume during their stay.

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8. House Rules and Respect for Neighbours

To ensure a pleasant stay for both guests and neighbours:

• Community rules must be respected at all times.
• Parties and events are not permitted without prior authorization.
• Excessive noise should be avoided, especially during designated quiet hours.
• Any illegal activity within the accommodation is strictly prohibited.

Serious breaches of these rules may result in the termination of the stay without any right to a refund.

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9. Pets

Pets are only permitted in accommodations where this is expressly stated. Guests wishing to travel with pets must check the specific conditions of the property before booking.

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10. Care of the Accommodation

Guests agree to use the accommodation and its facilities responsibly.

Any damage caused through negligence, misuse, or failure to comply with the property rules may be charged to the responsible guest.

In the event of any incident, guests are kindly requested to notify us as soon as possible so that it can be resolved promptly.

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11. Communication During the Stay

Our team is available to assist guests before and during their stay.

If any issue arises related to the accommodation, guests are encouraged to inform us as soon as possible so that we can address it efficiently.

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12. Cancellations and Modifications

Cancellation and modification conditions may vary depending on the rate and accommodation booked.

Before confirming a reservation, guests are advised to carefully review the specific conditions displayed during the booking process.

Cancellation Policy

If a guest cancels their reservation, any advance payment made will be non-refundable. However, the amount paid may be used as credit towards a future reservation with Gran Canaria Stay, subject to availability and the conditions applicable at the time of the new booking.

The following cancellation charges will also apply:

• Cancellations made less than 30 days before the check-in date: 50% of the total reservation amount will be charged.
• Cancellations made less than 5 days before the check-in date: 100% of the total reservation amount will be charged.

The cancellation charges above are not cumulative. Only the condition applicable to the relevant cancellation period will apply. For example, a cancellation made 3 days before arrival will be subject to a charge of 100% of the total reservation amount.

In certain cases, particularly where banking fees, payment platform commissions, or administrative costs arise as a result of a cancellation or reservation modification, Gran Canaria Stay reserves the right to apply reasonable and duly justified administration fees.

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13. Accuracy of Information

The photographs, descriptions, facilities, and services published on our website accurately represent each accommodation. However, certain elements may vary due to maintenance work, renovations, or operational improvements, without materially affecting the quality of the stay.

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14. Acceptance of the Rules

Confirmation of the reservation implies acceptance of these terms and conditions, as well as any specific rules applicable to the booked accommodation.