General conditions

General Reservation Conditions


The website (hereinafter "Website") is the property of Holiday Promotion Group S.C. (hereinafter "HPG"), located onPlaça Mas Pinell 2, Urbanización Mas Pinell, in Torroella de Montgrí (Girona, Spain), and VAT number (NIF) J-17716325, registered in the chamber of commerce of Palafrugell, A-1461/2002-1

All properties offered on this site are privately owned, but professionally managed by either HPG or another management agency. Each property is registered as a holiday accommodation at the “Junta de Andalucía” and is managed by legally established agencies in order to ensure the owner and the client (hereinafter "guest") of a professional handling of the property and holidays.

Acceptance of these conditions

When a reservation is accepted and is confirmed with a down payment, all parties (guest, HPG and management agency if applicable) automatically accept the General Conditions as stated in this document.

Decoration and distribution of similar properties

As far as possible, this website will show a file for each accommodation with its description and photographs.

When there is more than one rental unit of the same type of accommodation, the photos and description will be generic. In this case, the accommodation that a guest books may differ in decoration, but not in layout or equipment.

Moreover, only the characteristics shared by all the rental units of a same type of accommodation will be mentioned (for example, if only 1 out of 5 apartments has a dishwasher, this will not be mentioned in the description).


In addition to accommodations managed by HPG, this website offers accommodations from independent providers, and they are solely responsible for the veracity of the content of the information of their accommodations on this website, and HPG will not be responsible if it is incorrect or incomplete.

HPG requires that the services that have been confirmed at the time of booking are provided by the provider and / or accommodation. In these cases, it is the responsibility of the provider and / or accommodation to comply with the services offered on this website.


If an accommodation on the site has an obligatory rate for electricity, it means that the use of electricity is not included in the rental rate. Please read the description of the property for further information.

Reservation with a pet

All accommodations that allow reservations with a pet apply an extra charge. When the guest marks “pet” this charge will be automatically added to the total rate of the reservation.

Some important considerations: The guest should bring a blanket or bed for the pet and ventilate the accommodation often. It is totally forbidden for the pet to relieve itself in the private garden of the accommodation (if any), and / or to bathe in the private pool of the accommodation (if any). In case the accommodation is located in an urbanization, the pet cannot access the common areas (swimming pool, gardens, playgrounds ...) and the pet owner must always respect local regulations (access to beaches, leash, muzzle ...).

Reservations without on-line confirmation

In case the desired property shows “send request”, HPG will check availability with the owner and answer the guest's request as soon as possible. In case the requested property is not available, the guest will be offered a suitable alternative (if possible).

Payment conditions

A reservation made in any of the accommodations on this website will be confirmed if a down payment of 50% of the total price is paid within a maximum of 3 days after making the reservation.

The payment of the remaining amount will be made upon arrival together with the damage deposit. If payments are not made as established, the agency reserves the right to cancel the reservation.

If the guest books more than 7 days in advance, the down payment can be made by bank transfer or by credit / debit card. If the guest books 7 days or less in advance, it can only be made with a credit / debit card.

Debit cards accepted: Visa Electron and Maestro.

Credit cards accepted: Visa, MasterCard.

Once the down payment has been received, the booking voucher with all the information on key collection (address, contact telephone number, and directions to the key delivery agency) will be sent to the guest.

Changes in prices or services

Although prices and included services have been published carefully and mistakes thereof are rare, it may occur that a price or services modification is necessary. If that is the case, the guest will be notified immediately and will have the right to cancel the reservation free of charge within 5 days.

Check-in and check-out times

In most cases, the check-in can be done starting 16 hrs and the check-out is until 10 hrs during the hight season. The exact times and conditions will be shown in the guest's travel information and in the voucher of the reservation.

The arrival and departure times are more flexible during the low season. The guest must request a different check-in time to the delivery key agency a few days before the arrival day.

Arrival outside of office hours

If the guest is arriving outside of office hours, the key delivery agency must be contacted beforehand in order to make alternative arrangements if possible. This service may have an additional charge, and/or it may be required to pay the full reservation amount beforehand. If the late arrival is because of unforeseen circumstances, the guest must notify the agency immediately. Any days missed because of late arrival or early departure will not be refunded.

Occupancy of the property

Each accommodation has a maximum capacity that is shown on this website. Under no circumstances a greater number of guests will be accepted, unless expressly authorized by the key delivery agency/owner of the property.

If the amount of guests occupying the property exceeds the maximum capacity, the reservation will be canceled without any right to a refund.

Lost or forgotten keys

If the guest is locked out of the accommodation due to forgetting the key inside the accommodation, lossing it, or leaving it in the lock from the inside of the accomodation, and a spare key must be provided or a professional must be hired to open the door or change the lock, the costs will always be charged to the guest, and will vary according to each circumstance and may be higher outside office hours.

WIFI in the accommodation

If there is a WiFi connection in the reserved accommodation and it fails or goes down temporarily for reasons beyond the control of the property owner, the guest may not, under any circumstances, request any compensation.

Bank holidays and outside working hours

The resolution of incidences are not guaranteed outside office hours, on weekends and on bank holidays.

Responsible use of facilities

If the booked accommodation includes access to common areas and / or sports facilities of the urbanization in which it is located (swimming pools, children's play areas, gardens, tennis or paddle courts, etc...), it will be strictly under the responsibility of the guest to use these facilities in a correct manner and to respect, without exception, the communal regulations.


Although this area is safe, the guest is responsible for ensuring that the windows and access doors to the accommodation are properly closed. HPG can never be liable, under any circumstances, in the event of theft or damage because of a break in.


If the guest has cause for complain during the stay, the accommodation staff must be notified immediately, so that the problem can be solved rapidly. 

If the problem has not been solved, the guest can make a complaint to our customer service department ( with the details of the complaint and the booking reference.

HPG is not responsible for economic reimbursements, since such solution must be an agreement between the key delivery agency/or accommodation and the guest.


Complaints about the cleaning of the accommodation must be done within 24 hours after check-in. If the guest is correct in complaining an additional cleaning staff will be sent to the accommodation. Any complaints after 24 hours are not valid and will not be processed.

Construction, noise and environmental problems

HPG will not accept any responsibility in the event of construction works or any other kind of noisy works nearby an accommodation, as well as noise caused by neighbours or any other annoyance, such as church bells or agricultural machinery.

Moreover, HPG cannot protect the guest from environmental problems in the area (for example, seawater pollution) and advises to follow the media to obtain information on these issues.

Damage deposit

The damage deposit shown on the accommodation file must be paid upon arrival and is generally returned between 5 and 15 days after departure, with deduction in case of damages or excessive cleaning costs (if the accommodation is not left in order, sheets and towels deposited in the hamper, without dirty dishes, garbage, food in the fridge, etc.)

HPG is not responsible or liable for the return of the damage deposit in case the accommodation the guest has rented is managed by another agency. Any complaints or irregularities should be communicated directly with them.

Damage and breakage

If the guest accidentaly causes damage or breakage in the accommodation, the delivery key agency must be notified immediately. Otherwise, the costs of replacement or repair will be automatically deducted from the damage deposit.

If upon arrival the guest finds any damage or breakage in the accommodation, the delivery key agency must be notified within 24 hours. Any complaints after that period are not accepted and the guest will be held responsible for those damages/breakages.

Standard cancellation policy self-catering accommodations:

  • Up to 61 days before arrival date: free cancellation. There is a deduction of a € 45.00 administration fee.
  • Between 60 days and 1 day before arrival date: 50% of the booking amount.
  • From arrival date onwards: the full booking amount is payable.

If the property is re-let for the same period, the down-payment will be fully or partially returned depending on the rental amount which is received from the new guest with deduction of a € 45.00 administration fee.

We recommend the guest to take a cancellation insurance.

NOTE: The cancellation will only be valid if the guest has received a written confirmation by HPG in which it is specified that the cancellation of the reservation has been accepted, and that therefore the reservation is canceled.

Cancellation/changes by the owner/accommodation

HPG hopes and expects to be able to provide the guest with all the confirmed services at the time of booking. However, HPG uses the services of independent companies and private owners, over whom HPG has no direct control. If the accommodation cannot comply with the reservation as it was agreed at the time of the booking, HPG will try to resolve the problem and/or offer the a suitable replacement.

The owners reserve the right to change the reservation if absolutely necessary (for example, in the case of emergency maintenance) If no suitable replacement can be found, the guest will be fully refunded.

Cancellation for reasons beyond our control

HPG is not responsible for paying any compensation in case of changes or cancellations of a reservation as a result of situations out of our control, which neither HPG nor partner accommodations could foresee or avoid, even with all due care, such as threat of war, natural disasters, terrorist activity...etc

Personal items left in the accommodation

If a guest leave personal items behind, they will be stored during 3 months. The guest can pick the items up during office hours. In case the guest would like the items to be sent to his/her place of residence, the costs will be borne by the guest.