General terms & conditions
House rules

1. Scope of application

These general terms and conditions (GTC) apply to the provision of rooms, bungalows, and/or outdoor facilities, and all other related services and supplies of Quinta El Mamey (referred to as QEM) to customers. All offers are based on these terms and conditions. They form an integral part of each contract. QEM reserves the right to make changes to the GTC at any time and publishes the current version on the QEM website. By using the services of QEM, the customer accepts the present GTC and house rules. Individual changes to these terms and conditions require an express written agreement between the parties.

2. Conclusion of the contract

Following the reservation, the customer receives a written reservation confirmation (by e-mail, text, Facebook, or WhatsApp message). The contract is concluded only with this written confirmation.

3. Services, payments, and prices

3.1 QEM undertakes to provide the services ordered by the customer and promised in writing by QEM.

3.2 All prices are in US dollars and include statutory taxes.

3.3 Service fees of 10% will be charged additionally.

3.4 The QEM is entitled to demand a reasonable deposit. The deposit amount will be determined individually by QEM and agreed upon in writing.

3.5 The total invoice amount is to be paid by credit card, bank transfer, or cash at the latest departure time.

3.6 The QEM expressly reserves the right to change prices.

4. Liability

4.1 The customer is liable to the QEM for all damages and losses caused by him or his fellow travelers. Stains on sheets and towels caused by makeup, sunscreen, oils, blood, or similar substances should be avoided. If they occur, compensation for cleaning or replacement costs may be charged. The loss of the room key must be compensated with USD 30.

4.2 The Customer is responsible at all times for any damage or soiling caused by his dog.

4.3 The QEM declines any responsibility for theft and damage to property brought by the customer.

4.4 The QEM declines any liability for damages and injuries caused by the company’s dogs.

4.5 The customer is obliged to maintain peace and order.

4.6 In case of non-compliance with these GTC or the house rules, the customer may be banned from the premises permanently or temporarily without compensation.

5. Withdrawal of the QEM

5.1 The QEM can withdraw from the contract without giving reasons as long as the customer is entitled to withdraw according to articles 6.2 and 6.3.

5.2 The QEM is entitled to withdraw without compensation if there are reasonable grounds to believe that the customer may jeopardize the smooth operation of the business, the safety or the reputation of the QEM in public, or if the customer violates these GTC. Any claims for damages by QEM against the customer are expressly reserved.

5.3 If the service to be provided contractually by QEM is made difficult or impossible by force majeure (natural disasters, strikes, official decrees, etc.), QEM can withdraw without compensation at any time.

6. Withdrawal of the customer

6.1 Decisive for calculating the cancellation costs of the individual services is the price according to the reservation confirmation.

6.2 Reservations for overnight stays: In case of cancellation up to six days before arrival, administrative fees of 10% will be charged. From 6 days before the arrival date, cancellation fees of 50% of the total price will be charged. No refunds one day before arrival; the total reservation amount will be due.

6.3 Reservations for outdoor installations and restaurant services: Cancellation up to 3 days before the event will incur administrative fees of 10%. After that, 40% of the total amount will apply to cancellation fees. On the event day (after 00.01 am), cancellations will incur an 80% cancellation fee.

6.4 The day pass tickets are non-refundable. However, you are allowed to change the reservation date up to one day before the reserved date. This date change policy applies only to individual bookings and does not extend to large group bookings.

6.5 Any governmental orders will not affect the cancellation terms as long as the QEM is open and operating normally. Non-arrival due to illness of the guest or force majeure also does not influence the cancellation conditions.

6.6 Any refunds will be refunded to the credit card or account used for payment within ten business days. Credit card fees cannot be refunded.

6.7 For bookings via booking platforms, the cancellation policies of the corresponding booking platform apply.

7. Vouchers

7.1 Value vouchers (purchased vouchers)

7.1.1 Vouchers are valid for one year from the date of purchase or until the date indicated on the voucher.

7.1.2 Vouchers entitle the holder to purchase the services described on them.

7.1.3 Vouchers can be used by holders, fellow travelers, and first-degree relatives. 

7.1.4 Vouchers can be used for the payment of overnight stays. They are generally not valid for the purchase of restaurant services.

7.1.5 Vouchers are not transferable.

7.1.6 Vouchers cannot be refunded.

8. Hotel rooms and bungalows (referred to as rooms).

8.1 Check-in is available from 2 pm on arrival day and check-out at 11 am on the day of departure.

8.2 Late check-out from the rooms is only possible if availability permits. Additional charges apply:

• 0-3 hours (until 2 p.m.): With an additional charge of 25% of the room rate
• 3-6 hours (until 5 p.m.): With an additional charge of 50% of the room rate
• If check-out is after 5 p.m., the full room rate for an additional night will be charged.

Late departure from the rooms without prior arrangement will automatically incur an additional charge of min. 25% of the room rate.

8.3 Only the number of guests confirmed in the reservation may stay in the rooms. Overcrowding must be approved in advance by the QEM, resulting in corresponding additional costs.1