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Alaya Tenerife

Terms, Conditions and Refunds

Last updated: November 2025

This document governs access to and use of the website alayatenerife.com (hereinafter, the "Website"), as well as the conditions applicable to the bookings and services offered by Alaya Tenerife.

By accessing the Website or making a booking, the user fully accepts these terms and conditions.

1. Identification of the owner

Alaya Tenerife
Contact email: [email protected]
Website: https://alayatenerife.com

2. Purpose of the website

The Website allows users to learn about the accommodations and experiences offered by Alaya Tenerife, and to make online bookings using various secure payment methods (card, PayPal or bank transfer).

3. Booking conditions

By booking on alayatenerife.com, the user declares that they are of legal age and have the legal capacity to enter into a contract.

The booking process includes:

  1. Selecting the accommodation, dates and number of guests.
  2. Entering personal details and accepting the privacy policy and these terms and conditions.
  3. Choosing the payment method (Stripe, PayPal or bank transfer).
  4. Confirming the booking and receiving the confirmation email.

Bookings are confirmed only once the required payment or deposit has been correctly made.

4. Payments and deposits

  • The prices shown include IGIC (Canary Islands VAT), unless stated otherwise.
  • Payments are accepted by credit or debit card (Stripe), PayPal, or bank transfer.
  • Many bookings require a deposit or partial payment (usually 30%) to secure the stay.
  • The remaining amount may be paid before or during check-in, according to the conditions established.
  • If the guest does not show up on the check-in day, the deposit or amount paid will be lost in full, with no right to a refund, and the accommodation will be automatically released for other guests.

All payments are processed securely; Alaya Tenerife does not store card details or banking credentials.

5. Online check-in and guest obligations

The guest must complete the online check-in through the online check-in platform provided before arrival, supplying the information required by Spanish regulations (name, ID document, nationality, etc.).

The guest guarantees that the information provided is truthful. Any falsehood, error or failure to meet this requirement may result in the cancellation of the booking with no right to a refund.

6. Cancellation and refund policy

6.1 Cancellations by the guest

Cancellation conditions depend on the rate chosen:

  • Flexible rate:
    • Free cancellation up to 30 days before arrival.
    • If cancelled with less than 30 days' notice or in case of no-show, 100% of the booking will be charged.
  • Non-refundable rate:
    • Does not allow refunds or changes.
    • In case of cancellation or no-show, the full amount is lost.
  • Bookings with deposit or partial payment:
    • The deposit paid is non-refundable, except in case of an error attributable to Alaya Tenerife or duly justified force majeure.
    • If the guest does not show up on the check-in day, the deposit or payment made will be lost, and the booking will be cancelled and made available for other guests.

Any cancellation request must be sent by email to [email protected], stating the booking number.

6.2 Cancellations by Alaya Tenerife

In exceptional cases (such as breakdowns, urgent maintenance or force majeure), Alaya Tenerife may offer an alternative date, accommodation of an equivalent category, or a full refund of the amounts paid.

7. Right of withdrawal

Under article 103 of the Spanish General Law for the Protection of Consumers and Users, the right of withdrawal does not apply to tourist accommodation contracts with a specific date or period of performance.

8. Stay rules

The guest agrees to:

  • Respect the accommodation's rules of coexistence.
  • Not exceed the maximum permitted number of guests.
  • Not smoke indoors.
  • Not hold parties or activities without prior permission.

Staying at Alaya Tenerife implies express acceptance of the accommodation's internal house rules, available at:
https://alayatenerife.com/normativa/

These house rules form an integral part of these General Terms and Conditions and are binding.

Likewise, romantic decorations, special settings and contracted extras are part of a preparation service and do not imply the acquisition of the items used.

Edible products included (wine, chocolates or other gastronomic touches) are indeed intended for consumption.

However, all physical decorative elements used for the setting remain the property of Alaya Tenerife and may not be removed. In case of removal, damage or theft, the guest will be charged the corresponding replacement cost, in addition to the amount paid for the contracted service.

Alaya Tenerife may end the stay with no right to a refund if these rules are breached or material damage is caused.

9. Liability

Alaya Tenerife is not liable for damage, loss or harm arising from causes beyond its control (natural phenomena, power cuts, government decisions, etc.).

10. Intellectual property

All content, text, images and logos on alayatenerife.com are the property of Alaya Tenerife or are used with authorization. Their reproduction without prior consent is prohibited.

11. Data protection

The processing of personal data is governed by the Privacy Policy published at alayatenerife.com/politica-de-privacidad.

12. Governing law and jurisdiction

These terms and conditions are governed by Spanish law. In the event of a dispute, the parties submit to the Courts and Tribunals of Santa Cruz de Tenerife, unless otherwise required by law.