Confirmation and payment of Reservations

Confirmation
For the Confirmation of the chosen accommodation, a deposit of 30% of the total reservation will be requested.

Arrival
The remaining amount (70% of the total) will be paid on the day of arrival by credit card, cash or bank transfer.

If the credit card details are not valid, Basque Homes reserves the right to cancel the reservation. Previously, we will contact you to request a new card and proceed to collect the deposit. Until such time as such deposit is not authorized, the reservation will not be considered confirmed.

Payments by bank check are not allowed.

Guarantee Deposit

Basque Homes will request the payment of a deposit of 300€ in all their accommodations.

On the day of arrival, the deposit will be deposited as a guarantee of damages, which will be returned in full unless there are damages derived from the misuse of the tenant.

In the event that the apartment is not returned in reasonable cleaning conditions, an amount corresponding of 40€ extra hour of cleaning work will be deducted from the deposit.

Check in and Check out

24 hours before arrival, we kindly ask you to contact us through the telephone indicated that you will find in the general document of your reservation, in order to confirm the closest possible estimated time of arrival. You must also let us know how we can contact you on that travel day prior to your arrival. If it is not possible to do so by phone, the communication could be via email.

The Basque Homes team will be waiting for you in our San Sebastián office at the agreed time to explain in detail the operation of the chosen apartment, as well as other practical issues for your arrival: means of transport, parking for check-in, etc.

They will also help you to check-in online, if you request it, and later they will provide you with the instructions to access the reserved home.

• Check-in time: from 3pm.
• Deadline for departure: before 11am.

If you want to check-in before 3:00 pm on the day of arrival or delay the departure time (late check-out), please contact us and we will check availability.

Free parking
Our clients have free parking for 30 minutes in the Kursaal Parking (under the Kursaal building) to collect the keys from 3pm to 8pm.

Important
The key handover from 9:00 p.m. will be done through a night mailbox located outside the Basque Homes office. The keys for its opening and the necessary information for its arrival will be previously provided.

To carry out a late-check-in, it will be necessary to send us in advance the identity documents of all the occupants of the house over 17 years of age, together with the card number in case a deposit is requested.

Personal information

The holder of the reservation and the rest of the guests who are going to stay in the house must present an official identity document that proves them at the time of arrival. This process is mandatory according to the Spanish regulations on tourist accommodation.

The treatment of your personal data will be completely confidential. Basque Homes complies with current legislation regarding the Protection of personal data and is registered in the General Registry of the Data Protection Agency.

If you make the reservation of any of our accommodations through another internet portal, the privacy policies detailed in that internet portal will apply.

Cancellation policies

Right of withdrawal of reservations
Clients have 48 hours to exercise the right of withdrawal, from the day the reservation is confirmed through our reservation system, without the need to justify said decision and without any penalty. The client will only be asked to take charge of the amount of expenses generated by the return of the reservation.

14 days before the arrival date
If the cancellation occurs 14 days before the arrival date, the full amount paid as a deposit will be returned, less the management costs derived from the realization of the refund such as commissions, bank charges, fees or currency exchange, which will be borne by the customer.

Less than 14 days before arrival date
Cancellations made with less than 14 days before arrival will not obtain a deposit refund.

The client does not show up
If the cancellation occurs outside the established deadline or the client does not show up, Basque Homes will NOT make any further charges.

It is not possible to modify the dates of a stay, service or experience within the penalty period indicated in the reservation confirmation.

If due to circumstances beyond the control of Basque Homes (breakdowns, fires, floods or force majeure) it is not possible for the client to stay in the agreed accommodation, Basque Homes may offer another of the same or better characteristics, the client being able, in the case if do not agree with the change, cancel the contract and recover the amount you have paid, except, where appropriate, the amount corresponding to the rental period already enjoyed. Basque Homes is free to assume any other responsibility for the total or partial cancellation of the stay.

The cancellation and prepayment policies of the experiences vary according to the activity to be carried out. Feel free to contact us for more information.

General coexistence rules

All our apartments are self-catering. This implies that the clients are responsible for the use and maintenance of the accommodation during their stay. The houses are fully equipped with bedding, towels, appliances, cutlery, crockery, etc.

Rest hours are from 10pm to 10am. We appreciate your collaboration and understanding in relation to these rules since our accommodations are located in residential buildings and the night rest of the other residents must be respected.

Smoking
Smoking is not allowed inside the apartments.

Pets
Pets are not allowed in any of the homes. If you need a hotel for pets, contact us and we will take care of helping you.

Parties and loud music are prohibited
Guests should be aware that if a party is being held or music is played at a high volume or neighbors complain and report it to the police, this can lead to immediate eviction from the property at any time of day or night.

Maximum capacity
The maximum capacity of the house and the number of beds are detailed in the general information sheet of each apartment, both on the www.basquehomes.es website and in the Booking, Airbnb and other reservation platforms where our services are offered.

All children, regardless of their age, count when it comes to calculating the total capacity of the apartment. This capacity cannot exceed the sum of adults and children.

Responsability
In case of violation of any of the established conditions, Basque Homes reserves the right to demand the immediate abandonment of the home and the termination of the contract, without the client being able to claim any compensation, and also leaving the client obliged to satisfy the payment of pending rents, if any.

The person who appears as the owner of the accommodation reservation will be responsible for the good behavior of all the occupants of the house. Neither the owner of the apartment nor the Basque Homes company are responsible for any type of damage, direct or indirect, that may be caused as a result of misuse of the apartment by the guests, including without limitation of any kind, losses due to cause flood, fire, theft and accidents in general.

The reservation of a home through Basque Homes implies full acceptance of these rules and conditions, as well as the jurisdiction and competence of the local courts and tribunals.

Law and regulation
All our homes are regulated by Decree 101/2018 on Homes for Tourist Use in the Basque Country and have an Activity License favorably reported by the San Sebastián City Council.