General conditions

General Reservation Conditions


The website (hereinafter "Website") is the property of Holiday Promotion Group S.C. (hereinafter "HPG"), located on Plaça Mas Pinell 2, Urbanización Mas Pinell, in Torroella de Montgrí (Girona, Spain), and VAT number (NIF) J-17716325, registered in the chamber of commerce of Palafrugell, A-1461/2002-1.

All properties offered on this site are privately owned, but professionally managed by either HPG or another management agency. Each property is registered as a holiday accommodation at the “Junta de Andalucía” and is managed by legally established agencies in order to ensure the owner and the client (hereinafter "guest") of a professional handling of the property and holidays.

Acceptance of these conditions

When a reservation is accepted and is confirmed with a down payment, all parties (guest, HPG and management agency if applicable) automatically accept the General Reservation Conditions as stated in this document.

Decoration and distribution of similar properties

As far as possible, this website will show a file for each accommodation with its description and photographs and/or videos.

When there is more than one rental unit of the same type of accommodation, the photos and/or videos and description will be generic. In this case, the accommodation that a guest books may differ in decoration, but not in layout or equipment.

Moreover, only the characteristics shared by all the rental units of a same type of accommodation will be mentioned (for example, if only 1 out of 5 apartments has a dishwasher, this will not be mentioned in the description).


A specific amount of kWh is included in the reservation price. Overconsumption is charged separately. In long-stay reservations with a discount in low season, electricity consumption is not included in the price, and is charged according to the amount of kWh used by the guest. For further information it is necessary to read the description of the accommodation before making the reservation.

Reservation with a pet

All accommodations that allow pets apply a supplement that is indicated in the optional services and that must be selected during the online reservation process.

The guest must ventilate the accommodation often and prevent their pet from climbing on beds, sofas, chairs, armchairs, loungers, etc., or at least bring a pet bed or a blanket to cover the surfaces so that no fur or footprints. Otherwise, the cost of the extra cleaning will be deducted from the damage deposit.

The pet is not allowed to relieve itself in any indoor/outdoor area of the accommodation. If traces of urine or feces are detected after the guest’s departure, a penalty will be applied and will be deducted from the damage deposit. This same penalty will be applied if the pet gets in the accommodation's private pool (if any).

The pet’s owner must comply and respect the municipal regulations (such as access to beaches) and the community rules of the urbanization where the accommodation is located. The pet cannot be walked without a leash or relieve itself in the common areas of the urbanization, and is prohibited from entering the community pool area and any other area indicated by the community of owners. Furthermore, the pet must not make noises or behave in a way that disturbs the neighbors. As far as possible, the pet’s oner should not leave the pet by itself in the accommodation to prevent it from barking.

Failure to comply with these rules could lead to well-founded complaints from neighbors, which could lead to the termination of the guest's stay without any right to a refund.

Payment conditions

A reservation made in any of the accommodations on this website will be confirmed if a down payment of 50% of the total price is paid within a maximum of 3 days after making the reservation.

The payment of the remaining amount will be made upon arrival together with the damage deposit. If payments are not made as established, the agency reserves the right to cancel the reservation.

If the guest books more than 7 days in advance, the down payment can be made by bank transfer or by credit / debit card. If the guest books 7 days or less in advance, it can only be made with a credit / debit card.

Debit cards accepted: Visa Electron and Maestro.

Credit cards accepted: Visa and MasterCard.

Once the down payment has been received, the booking voucher with all the information on key collection (address, contact telephone number, check-in online link, and directions to the key delivery agency) will be sent to the guest.

Changes in prices and / or services

Although prices and included services have been published carefully and mistakes thereof are rare, it may occur that a price or services modification is necessary. If that is the case, the guest will be notified immediately and will have the right to cancel the reservation free of charge within 5 days.

Check-in and check-out times

The arrival time is from 4:00 p.m. and the departure time before 10:00 a.m. during the high season. The exact times and conditions are indicated on the reservation voucher and it is essential to respect them all.

The arrival and departure times are more flexible during the low season. The guest must request a different check-in time to the delivery key agency a few days before the arrival day.

Arrival outside of office hours

If the guest is arriving outside of office hours, the key delivery agency must be contacted beforehand in order to make alternative arrangements if possible. This service may have an additional charge, and/or it may be required to pay the full reservation amount beforehand.

If the late arrival is because of unforeseen circumstances, the guest must notify the agency immediately. Any days missed because of late arrival or early departure will not be refunded.

Occupancy of the property

Each accommodation has a maximum capacity that is shown on this website. Under no circumstances a greater number of guests will be accepted, unless expressly authorized by the key delivery agency/owner of the property.

If the amount of guests occupying the property exceeds the maximum capacity, the reservation will be canceled without any right to a refund.

Stay and departure

The guest must comply with the restrictions of the reserved accommodation published in the description of its advert. These restrictions refer to the prohibition of pets, parties and celebrations, youth groups, smoking, etc. The key delivery agency may penalize any failure to comply with these restrictions through the damage deposit.

The guest must respect the neighbors and the community rules of the community of the urbanization where the accommodation is located. In the event of negligence or inappropriate behavior the rental contract will be canceled with immediate effect and without prior notice. In this case, HPG will not have the obligation to return the rental amount paid by the guest.

The guest must allow access to the maintenance staff in charge of the garden and the private pool of the accommodation (if any).

The guest must notify the key delivery agency of any damage that may occur in the accommodation for quick repair. For this reason, the guest must allow access to the accommodation at any time to the professional sent by the key delivery agency, and cannot order the repairs to third parties. In the event of non-compliance, the guest will be responsible of any damages that may occur.

The guest must return the accommodation, equipment, utensils and indoor and outdoor furniture in good condition and cleanliness. It is mandatory that the guest leaves the accommodation with dishes, glassware and cutlery clean and placed in their place, the vacuum cleaner clean and the dishwasher empty (if any), the fridge without food remains, the rubbish deposited in the containers near the urbanization, and the bed linen and towels either in the laundry basket or on the bathroom floor. The outdoor areas belonging to the accommodation such as the garden, terrace and/or barbecue must also be in good condition and cleanliness. Any extra cleaning costs will be covered through the damage deposit.

Lost or forgotten keys

If the guest is locked out of the accommodation due to forgetting the key inside the accommodation, losing it, or leaving it in the keyhole from the inside of the accommodation, a spare key must be provided or a professional must be hired to open the door or change the lock. The resulting costs will always be deducted from the guest’s damage deposit, and could vary depending on the circumstances and/or be higher outside of office hours.

WIFI in the accommodation

If there is a WiFi connection in the reserved accommodation and it fails or goes down temporarily for reasons beyond the control of the property owner, the guest may not, under any circumstances, request any compensation.

Bank holidays and outside working hours

The resolution of incidences is not guaranteed outside office hours, on weekends and on bank holidays.

Responsible use of facilities

If the booked accommodation includes access to common areas and / or sports facilities of the urbanization in which it is located (community pools, children's play areas, gardens, barbecues, tennis or paddle courts, etc...), it will be strictly under the responsibility of the guest to use these facilities in a correct manner and to respect, without exception, the community rules.

HPG and the key delivery agency are not responsible for possible failures, damage, or incorrect functioning in community pools, children's play areas, sports facilities of any type, or any other common area of the urbanization where the accommodation is located.


Although this area is safe, the guest is responsible for ensuring that windows and access doors to the accommodation are properly closed. HPG and the key delivery agency can never be liable, under any circumstances, in the event of theft or damage in both indoor and outdoor areas of the accommodation because of a break in.


If the guest has cause for complain during the stay, the accommodation staff must be notified immediately, so that the problem can be solved rapidly. 

If the problem has not been solved, the guest can make a complaint to our customer service department ( with the details of the complaint and the booking reference.

HPG is not responsible for economic reimbursements, since such solution must be an agreement between the key delivery agency/or accommodation and the guest.


Complaints about the cleaning of the accommodation must be done within 24 hours after check-in. If the guest is correct in complaining an additional cleaning staff will be sent to the accommodation. Any complaints after 2 hours are not valid and will not be processed.

Construction, noise and environmental problems

HPG and the key delivery agency will not accept any responsibility in the event of construction works or any other kind of noisy works nearby an accommodation, as well as noise caused by neighbours or any other annoyance, such as church bells or agricultural machinery.

Moreover, HPG and the key delivery agency cannot protect the guest from environmental problems in the area (for example, drought, floods, sea water pollution, etc...) and advise the guest to follow the media to obtain information on these issues.

Damage deposit

The damage deposit must be paid upon arrival. If the accommodation is not in a correct state of cleanliness, in correct order, or there is damage to the property or inventory after the guest's departure, part or all of the damage deposit will be deducted.

On-site charges (such as electricity consumption) may also be settled with the damage deposit.

The damage deposit will be returned to the same card with which the payment was made (or failing that by bank transfer) within a maximum period of 7 days after departure.

HPG is not responsible or liable for the return of the damage deposit in case the accommodation the guest has rented is managed by another agency. Any complaints or irregularities should be communicated directly with them.

Damage and breakage

If upon arrival the guest finds any damage or breakage in the accommodation, the delivery key agency must be notified within 24 hours. Any complaints after that period are not accepted and the guest will be held responsible for those damages/breakages.

Changes to the reservation by the guest

If the guest wishes to make a change to an already confirmed reservation, he/she must communicate it by e-mail to /, and every effort will be made to change the reservation according to the guest's wishes.

An administration fee of €15.00 will be applied for every modification.

Reservation cancellation by the guest

If the guest decides to cancel a reservation, they must communicate it by e-mail to specifying the reference number of the reservation. Cancellation charges depend on advance notice.

Standard cancellation policy self-catering accommodations:

• Up to 61 calendar days before arrival date: free cancellation. There is a deduction of a € 45.00 administration fee.

• Between 60 and 09 calendar days before arrival date: 50% of the booking amount.

• 8 calendar days or less before arrival date: 100% of the booking amount.

If the accommodation is re-let for the same period, the down-payment will be fully or partially returned depending on the rental amount which is received from the new guest with deduction of a € 45.00 administration fee.

We recommend the guest to hire travel cancellation insurance.

NOTE: The cancellation will only be valid if the guest has received a written confirmation by HPG in which it is specified that the cancellation of the reservation has been accepted, and that therefore the reservation is canceled.

Cancellation/changes by the owner/accommodation

HPG hopes and expects to be able to provide the guest with all the confirmed services at the time of booking. However, HPG uses the services of independent companies and private owners, over whom HPG has no direct control. If the accommodation cannot comply with the reservation as it was agreed at the time of the booking, HPG will try to resolve the problem and/or offer the a suitable replacement.

The owners reserve the right to change the reservation if absolutely necessary (for example, in the case of emergency maintenance) If no suitable replacement can be found, the guest will be fully refunded.

Cancellation for reasons beyond our control

HPG is not responsible for paying any compensation in case of changes or cancellations of a reservation as a result of situations out of our control, which neither HPG nor partner accommodations could foresee or avoid, even with all due care, such as threat of war, natural disasters as drought, terrorist activity, etc...

Personal items left in the accommodation

If a guest leave personal items behind, they will be stored during 3 months. The guest can pick the items up during office hours. In case the guest would like the items to be sent to his/her place of residence, the costs will be borne by the guest.