Reglamento de régimen interior

CHAPTER II Rules of operation and coexistence

Article 5.- Reservation.

5.1.- All reservations shall include the date of the stay, number and type of room with the corresponding dietary regime, the cancellation policy and complementary services additionally contracted; also stating the total and itemized price for these concepts, unless a package has been offered at an agreed-upon global price.

5.2.- Prior to making a reservation, by the same means used or another chosen means, the client will be informed of his/her rights and obligations, including the cancellation policy for his/her reservation.

5.3.- The confirmation of the reservation by the Hotel will be considered a tourist accommodation contract; a physical or electronic record will be available to the client.

5.4.- When the client has obtained confirmation of his/her reservation, the type of room reserved will be made available to him/her on the agreed date.

5.5.a.- If the guest’s reservation is confirmed without requiring any advance payment as a deposit, the reservation will be held until the agreed time, and in the event that no agreement has been made, the reservation will be held until 8:00 p.m. on the appointed day.

5.5.-b.- If the guest has paid an amount as a deposit, the reservation will be held without time limit during the first night, unless he/she communicates that he/she will come at another time or date of the reservation. If we do not receive such communication, we will offer the room for sale again and charge 100% of that first night as no-show fees.

Article 6.- Price.

6.1.- The client must pay for the contracted services at the time of arrival, without the fact of submitting a claim implying exemption from payment.

6.2.- The payment of the price may be made by bank transfer, bank card or in cash up to the quantitative limit in force at any given time according to the law.

6.3.- In the event of requesting the customer’s bank card details, the advertisement shall state whether the card is used as a guarantee for the fulfillment of the contract or as an advance payment.

6.4.- The Hotel reserves the right to require that, when making a reservation, an advance payment of the price is made as a deposit, which shall be understood as payment on account of the amount resulting from the services rendered.

Article 7.- Period of Occupancy.

7.1.– Our clients will have the right to occupy the room from 4:00 p.m. on the first day of the contracted period until 12:00 p.m. on the day of departure. On dates of maximum occupancy of the establishment, the delivery of the room may be delayed.

In any case, clients will be able to access the common facilities of our establishment from the time of arrival.

7.1.- bis. However, on dates of maximum occupancy of the establishment, the availability of the accommodation unit to the client may be delayed for a period of up to two hours, i.e., until 18:00 hours.

In case of agreement between both parties, client and hotel, other timetables may be established for arrival and departure, with the terms and conditions of this agreement being documented by means of e-mails between the two parties.

These terms and conditions may be met subject to availability and depending on operations.

7.2.- Unless otherwise agreed, the prolongation in the occupation of the room for longer than the contracted time will generate the obligation to pay the established “late check-out” amount with a cost of €30 per hour. After 6:00 p.m. the full day price will be paid.

7.3.- The client may stay longer than the number of days specified in the admission document, provided that there is prior agreement and on the basis of availability. In case of agreement, it will be understood as an extension of the first contract and it will be stated in the same admission document. If this is not possible, a new admission document will be generated.

Article 8.- Safety deposit box and room safe service.

8.1. The rooms are equipped with a safe, the use of which is not subject to an additional rental charge.

8.2.- The hotel is not responsible for the loss or theft of money or valuables that are not deposited in the room safe.

8.3.- Our establishment will respond for up to €1,500 for cash or valuables deposited in the room safe, provided that (I) the safe is found to have been forced and (II) the affected person has made the corresponding complaint to the Police or the Guardia Civil.

Article 9.- Room cleaning service.

• The rooms are cleaned daily.

Towels are changed daily and linens are changed every three days.

Extra cleaning or more frequent change of linen at the request of the guest, will give rise to the payment of the corresponding fee established for these services.

• Room cleaning hours are from 9:00 am to 6:00 pm.

Outside these hours, cleaning will not be carried out if the client has not allowed entrance to the chambermaids during the day.

• If 48 hours pass and the client maintains the do not disturb signal, a member of the reception staff will contact the client in case there has been any incident.

• In the event that the clients’ belongings inside the room are in disarray, occupying the floor and the furniture, the cleaning of the room will not be carried out, as this impedes the normal work of the chambermaids.

Article 10.- Prohibitions.

10.1.– The occupation and stay of two persons in a double room that has been contracted as a single room will not be allowed. In this case, the rate established for double use shall be paid.

10.2.- Smoking is prohibited in the entire establishment. See article 13 of these internal rules and regulations.

10.3.- It is forbidden to bring food or beverages into our hotel to be consumed in the common areas of the hotel.

10.4.- It is forbidden to hang towels or any other garment on the railings of the room terraces. To this end, the terraces will have a clothesline for this purpose.

10.5.- It is forbidden to use the breakfast service in pajamas, dressing gown or bathrobe, or with a bare chest, as a matter of respect to other clients.

10.6. – It is generally not permitted to wander around the hotel facilities bare-chested, or in bathing suits, wet or barefoot from the swimming pool to the common areas of the restaurant and hall.

10.7.- This establishment does not admit animals, except for people accompanied by guide dogs due to visual impairment, in accordance with the sector’s applicable regulations.

10.8.-. No visitors are allowed in the rooms between 8:00 p.m. and 9:00 a.m.

10.9.- It is forbidden to make noise between 10:00 pm and 08:00 a.m. by law.

10.10.– The use of candles, any other flammable material or liquid is prohibited in the rooms.

In case of non-compliance, the hotel management reserves the right to order the immediate departure of the client or visitor .

Article 11.- Limitations.

11.1.- Access to an area or facility of the Hotel shall be limited:

1. a) When the established capacity has been reached. .
2. b) When the closing hours of the area or facility have been exceeded.
3. c) When the minimum age established for accessing the area or facility according to the regulations in force is not met.
4. d) When the person seeking access has not paid the entrance or fee in those cases in which it is required.
5. e) When violent, sexist, racist or xenophobic attitudes are shown or manifested, especially when the person behaves aggressively or provokes altercations.
6. f) When situations of danger or discomfort to other users arise, or when appropriate conditions of hygiene are not met.
7. g) When clothing or symbols that incite violence, sexism, racism, or xenophobia are worn, as well as when the required clothing according to the area or facility is not worn.

In particular, access or, if applicable, permission to remain will be denied to persons who are consuming drugs, narcotics or psychotropic substances, or who show signs of having consumed them, and those who show signs of behavior that indicate they are intoxicated.

11.2.- This establishment may request the assistance of the Police and Security Forces to evict those who violate any of the limitations listed in the preceding paragraph.

11.3.- Any client who finds him or herself in any of the situations foreseen in section 11.1 of this article is obliged to pay any expenses that have been generated up to the moment of the prohibition of access or stay in the area or installation of the hotel.

Article 12. Payment for damages caused.

The person is obliged to pay the expenses incurred up to the moment of the prohibition of access or stay in the establishment.

Damages, stains, breakages or losses, caused intentionally or by abusive or out-of-the-ordinary use in common areas, in the rooms or to their furniture and equipment, including the unjustified emptying of fire extinguishers or the theft of objects or textiles from the room, will result in an extra charge made to the causer or the holder of the room reservation, so that the hotel can compensate for the damages caused.

Article 13.- Prohibition of smoking.

The hotel is a “Smoke-Free Area”, so smoking is not allowed in any area inside the establishment, and the smoke-free area extends to all rooms, which are equipped with fire detectors.

In case of non-compliance, an additional charge of €100 will be made on your invoice as compensation for extra cleaning and disinfection.

Smoking is only allowed outside the building, on the room balconies and rooftop terraces. Any guests or visitors who smoke in the outside area of the building and are inside the grounds of Hotel Lima (rooftop or restaurant terrace) should use the ashtrays placed for this purpose and take the appropriate measures to avoid any mishap that could lead to a fire or explosion due to smoking.

Article 14. Lost and/or abandoned objects

Items abandoned by customers that come into the possession of the establishment will be kept for a maximum period of 90 days. Once this period has elapsed, the establishment may freely dispose of the unclaimed belongings by donating them to associations or whatever it deems most convenient.

In the case of anyone claiming an object, and in order to return it to the claimants, they must contact the hotel in writing with a complete address, a contact telephone number and authorization to charge the shipping costs to a credit card or the proposal of another form of payment.

The hotel will in no case contact the client on its own initiative, regardless of whether or not it can be certain that it knows to whom the object belongs.

Personal identification documents (DNI, NIEs, Passports, etc.) will be handed over to the police authorities if they are not claimed.

Article 15. Complaints, claims and recommendations:. .

The hotel has appropriate mechanisms in place for customers to make suggestions or file a complaint with the hotel management, either directly, through an employee, in writing at the hotel, by e-mail, telephone, QR at reception, letter or other means such as social networks.

We recommend that any such communication be made at the hotel reception if you wish to do so in person, or in writing by other means, addressed to the hotel management.

A form for suggestions and complaints is available at the hotel’s front desk.

The clients of the hotel services also have at their disposal the official complaint forms of the Junta de Andalucía. All complaints will be responded to within a period not exceeding ten days.

Article 16.- Advice and suggestions:

1. Monitor your luggage. Do not leave it unattended. Also keep an eye on your personal belongings in public areas to avoid loss and/or theft.
2. Keep the door closed when you are in your room. Close the door to your room when you leave it, and try to open it again to make sure it is properly closed, even if you are only gone for a short time.
3. Close your luggage when not in use and place it in your closet. If the luggage has a lock, always use it.
4. Never display jewelry, money or valuables in your room.
5. Immediately notify the hotel management of any unusual occurrence you may notice such as: suspicious persons in the hallway, repeated phone calls from unidentified persons, knocking on your room door from unknown persons, or finding no one at the door when you go to open it.
6. If you forget or misplace your key, only the front desk staff is authorized to provide you with a new key to open your room.
7. Please identify yourself if you are asked to do so at the front desk when requesting your key, for your security.
8. When socializing with strangers, do not reveal the name of the establishment or your room number.
9. Never allow people to enter your room with unsolicited deliveries.
10. Never discuss specific plans for future excursions, outings, etc., in public or with strangers.
11. If you wish to have your room cleaned, click “Please clean the room” on the screen, and this will be reflected on the outside. If you do not wish to be disturbed, click “Please do not disturb” on the screen.
12. If you discover any damage or anomaly, please contact reception.
13. During the night and in siesta hours, respect the areas in which the rooms are located and in general, avoid making unnecessary noise.
14. Please use the facilities appropriately, respecting the hotel’s furniture, fixtures and fittings and plants.
15. Please respect the opening hours of all hotel facilities.
16. We appreciate your participation in the event that, during your stay at the facility, a fire and evacuation drill is practiced.
17. Some schedules may change depending on the time of year.