Regulation – V11 Apartamentos

Internal Regulations

Pursuant to Article 13 of Decree 47/2004, of February 10, 2004, on Hotel Establishments, BOJA No. 42, of March 2, 2004, the establishment has the following Internal Regulations, which must be complied with by the establishment’s clients.

Article 13 of Decree 47/2004 provides:

Hotel establishments may have internal rules and regulations that establish mandatory rules for users during their stay.
The internal rules and regulations, if any, shall specify, at least, the conditions for admission, the rules of coexistence and operation, as well as everything that favors the normal development of the enjoyment of the facilities, equipment and services.
The owners of the hotel establishments may request the assistance of the Security Forces and Corps to evict from the same persons who violate the usual rules of social coexistence, its rules of internal regime, or who intend to access or remain in the same for a purpose other than the normal use of the service, in accordance with the provisions of Art. 36.4 of the Tourism Law 13/2011.

The person responsible for V11apartamentos is Juan Antonio Lara Medina, who can be contacted for any questions regarding the operation of the establishment through telephone +34 634150270 and WhatsApp +34 634150270, as well as through email info@v11apartamentos.com.

Entry registration and admission documents

Guests are required to present a valid identification document at the time of admission to the hotel (Letter or DNI / NIE, Spanish driving license, EU residence permit, passport). Minors from 13 years of age must be registered in accordance with Royal Decree 933/2021 of October 26.

You will be able to use your apartment from 14.00 on the first day of the contracted period, ending at 11.00 on the day of departure. You will be able to access your apartment before the scheduled time as long as it is ready for occupancy. Exceptionally, on dates of maximum occupancy of the establishment, the availability of the accommodation unit to the user may be delayed for a period of time not exceeding two hours. Without prior agreement, it will not be admitted the prolongation of its occupation for a period longer than the contracted time. In case of agreement, the amount of a full day must be paid.

Cribs are available free of charge. All children from 2 to 12 years of age (inclusive) are considered “children”; from 13 years of age onwards they are considered adults. Children under 4 years old who will not use the sofa beds, can stay free of charge using the contracted beds.

All users of V11apartamentos, before admission, will be given an admission document that must be signed by the customer, digital media (WhatApp, mail) may be used as an alternative, with the express acceptance of the customer. The admission document will contain the name, category and registration number of the establishment, number or identification of the accommodation unit, number of people who will occupy it, check-in and check-out dates, and the price of the accommodation if the customer has contracted directly with the establishment.

Upon signature or acceptance of the admission document, or accommodation contract, a copy will be given to you for information and identification purposes, essential to be presented at any time for identification purposes.

The hotel establishment may request the prior guarantee of payment, indistinctly by any of these means: credit card, transfer, bizzum, etc., for the contracted services, both for the total amount of the reservation and for the extras.

Customer rights and obligations

1. RIGHTS

Customer rights in V11 apartments.

The client may use the facilities of the complex freely access the establishment with the limitations established in these regulations.
Receive truthful and complete information when contracting the services offered.
Security, tranquility and privacy are ensured during your stay at V11 apartments.
Make available the official complaint forms of the Junta de Andalucía, in case you wish to make a complaint or claim.

2. OBLIGATIONS

Obligations of the users of tourist services: The owners of establishments may prevent the stay of users who fail to comply with one of the following duties (art. 36.3 and 22 Tourism Law 13/2011):

Respect the rules of coexistence and hygiene dictated for the proper use of tourist establishments.
Respect the internal rules of the tourist establishments, as long as they are not contrary to the law.
Respect the agreed date of departure from the establishment, leaving the occupied unit free.
To pay for the contracted services at the time of the presentation of the invoice or within the agreed term, without the fact of filing a claim implying exemption from payment.
Respect the establishments, facilities and equipment of tourism companies.
Respect the environmental setting of the historical and cultural heritage and tourist resources of Andalusia.
It will not be allowed the stay of more people in an apartment that has not been previously contracted. If the number of persons is modified without prior notice and outside the free modification/cancellation period, there will be an update in the price of 50€ per person and night not included in the reservation. The final amount of your reservation will vary if you modify the number of nights and persons.

Rules and uses of V11 apartments

The cleaning and change of linen is done every 7 days, you can request to change them more frequently for a supplement. The cleaning schedule of the apartments as a general rule is from 9:00 to 17:00 hours, and may exceptionally be modified on dates of maximum occupancy of the establishment. Do not use the towels in the room for anything other than personal hygiene. Replacement costs due to loss or damage caused by misuse of the towels will be compensated by the person responsible for the reservation.

Smoking is strictly forbidden throughout our establishment (Law 42/2010 of December 30, 2010 “health measures against smoking and regulating the sale, supply, consumption and advertising of tobacco products”). Smoking in any of the apartments, as well as in the elevator or common areas, carries a financial penalty of 200 €.

Parties of any kind, bachelor parties, etc. are not allowed. This fact is considered a very serious offense for the coexistence with other users, and the property may terminate the pre-established contract with the client without the right to any compensation. Likewise, the assistance of the Security Forces and Bodies may be requested to evict such persons for failure to comply with the rules of the internal rules, in accordance with the provisions of Article 36.4 of the Law of Tourism 13/2011.

Access by persons accompanied by animals is prohibited without the express authorization of the establishment, with the exception of persons accompanied by guide dogs, as established by Law 5/1998, of November 23, regarding the use of guide dogs in Andalusia by persons with visual dysfunctions.

It is not allowed the entry of strangers in your apartment with deliveries even if they have been requested. All home deliveries must be picked up at the reception area.

Pursuant to Decree 10/2003 Art. 5 and 7, which approves the General Regulations for the Admission of Persons in Public Entertainment and Recreational Activities Establishments, the access and/or permanence of persons in the establishment shall be prevented in the following cases:

Those persons not staying in the establishment, being the spaces reserved or private only for customers previously registered in the apartments. Customers are required to present the identification document and / or admission, when required by the service staff.
When the minimum age established for access to the premises is not met, according to the regulations in force.
When the person manifests violent attitudes, especially when he/she behaves in an aggressive manner or provokes altercations, causes dangerous situations or disturbances to other attendees, or does not meet the appropriate hygienic conditions.
When the person is carrying weapons and objects susceptible of being used as such, unless, in accordance with the provisions of the specific regulations applicable at any given time, they are members of the Security Forces and Corps or private escorts integrated in private companies, and they access the establishment in the exercise of their duties.
When the person is consuming drugs, narcotic or psychotropic substances, or shows symptoms of having consumed them, and those who show evident signs or behavior of being intoxicated.
When they cause noise that disturbs the normal development of the establishment.
When adopting measures or attitudes against the sanitation and cleanliness of the establishment.
When the normal social coexistence of the establishment is violated.

However, and in the cases described above, the person is obliged to pay the expenses incurred up to the time of the prohibition of access or stay in the establishment.

The introduction into the apartments of movable objects other than the usual and proper of a tourist will not be allowed.
It is not allowed to hang clothes in the windows, balconies, or in the common areas. Each apartment has a portable clothesline.
Do not use the washing machine between 00.00 and 8.00, respect the rest of other users.
Electric and gas appliances are not allowed in the apartments, with the sole exception of personal hygiene appliances such as shavers, hair dryers, etc., as well as personal computers and similar appliances.

Tips and suggestions

Monitor and control your luggage. Do not leave it unattended.
Keep the door closed when you are in your apartment.
Close the door of your apartment when you leave it, and try to open it again to make sure it is properly locked, even if your absence is only for a short period of time.
Lock your luggage when not in use and place it in your locker. If your luggage has a lock, always use it.
Immediately notify the management of any abnormal occurrences you notice such as: suspicious persons in the hallway, knocking on your apartment door by persons unknown to you, or finding no one at your apartment door when you come to open it.
Protect your apartment key. Never show your apartment key in public places.
If you forget or lose your password, only the person in charge is authorized to give you access to your apartment.
Do not be upset if at any time our staff asks you to identify yourself. It is for your safety.
When socializing with strangers, do not disclose the name of your hotel establishment or your apartment number. We remind you that access by non-guests is strictly forbidden. Remember, changing the number of people in your reservation is subject to an extra charge.
Never allow repair personnel to enter your apartment without having requested or authorized the hotel management to do so.
Never allow strangers to enter your apartment for unsolicited deliveries or other purposes, such as picking up food or signing a car rental contract, for example. You must use the reception area for this purpose.
Never discuss specific plans for future excursions, outings, etc., in public or with strangers.
Important, if you discover any type of deterioration or anomaly, please contact reception. Help us to improve by informing us.
The electrical installation of your apartment is 220 volts.
Please use the facilities appropriately, respecting the furnishings and common areas of the hotel.
Please respect the opening hours of all hotel facilities.
Respect the common areas during nighttime and napping hours, in general, avoid making unnecessary noise for the good of all.
We appreciate your participation in the event that, during your stay in the hotel establishment, any fire and/or evacuation drill is practiced.
Some schedules may change depending on the time of year.

Data protection

The personal data of Mr. Customers may be incorporated into our files for purely commercial and promotional purposes, being able to access them at any time to proceed to its rectification, modification or total or partial cancellation by simply requesting it by any means to the hotel establishment, based on the provisions of Law 15/1999, of December 13, Protection of Personal Data.

Strong customer authentication (SCA) in payment processing

In September 2019, the new Payment Services Directive (PSD2) started to be implemented in all countries of the European Economic Area. The aim of this regulation is to make payments more secure and reduce fraud through two-factor authentication, also known as strong customer authentication (SCA), to validate credit card transactions.Two-factor authentication requires customers to provide data related to at least two of these three categories when a card is charged:

Something they know, such as a password or PIN.
Something they own, such as a phone or device.
Something about your body, such as fingerprints. This also includes facial recognition.

Pursuant to Royal Decree-Law 19/2018, of November 23, on payment services and other urgent measures in financial matters.

Official State Gazette