Terms and Conditions

Identification · Establishment details

Preliminary Part · Purpose and scope

Article 1. Purpose and legal framework

This document governs the booking of accommodation and ancillary services at Hotel Granada Centro, together with the rules that must be observed during the stay, in compliance with Article 25 of Decree-Law 13/2020 of 18 May, and without any of its provisions being capable of contravening Act 13/2011 of 23 December on Tourism in Andalusia.

The house rules set out in Part II constitute the establishment’s Internal Rules and Regulations, which are permanently available to guests, displayed in a visible and easily accessible place at reception in Spanish and English, and published on the hotel’s website.

Article 2. Scope and order of precedence

Part I applies to bookings made directly with the establishment, through its website, by telephone or at reception itself.

Bookings made through travel agencies, intermediary platforms or other distribution channels are governed by the specific conditions of price, payment and cancellation published and accepted on that channel, which prevail over those in Part I in those matters. Parts II and III apply to every guest regardless of the booking channel.

Making a booking implies full acceptance of this document. In the event of any discrepancy between these provisions and the specific conditions accepted by the guest at the time of booking, the latter shall prevail.

Part I · Booking

Article 3. Making a booking

The contract is concluded when the establishment confirms the booking and sends the corresponding confirmation to the client, who must retain it. The confirmation states the room type booked, the dates, the number of guests, the total price and the applicable cancellation conditions.

To make a booking, the client must be of legal age and must provide identification details and a valid credit or debit card as a guarantee.

The establishment reserves the right to cancel a booking where there is a manifest and evident error in the published price, notifying the client as soon as possible and refunding in full any amount paid.

The booking is personal and non-transferable. It may not be assigned to a third party without the express written authorisation of the establishment.

Article 4. Prices

• All prices are expressed in euros and include the applicable VAT.
• The price covers accommodation only, in the room type booked and for the number of guests stated in the booking.
• The establishment does not charge a tourist tax.
• Ancillary services are invoiced separately, in accordance with the rates set out in the Schedule.
• Current prices are displayed at reception in accordance with Andalusian tourism legislation.

Article 5. Direct booking benefits

Accommodation bookings made through the hotel’s website or by telephone enjoy the following conditions, which do not apply to bookings originating from intermediaries:

Article 6. Payment and guarantee

Credit or debit card and cash are accepted as means of payment. In accordance with current legislation, cash payments of €1,000 or more are not accepted where either party is acting in a business or professional capacity.

At the time of booking, the details of a valid card will be requested as a guarantee. If the card is declined or cannot be verified, the establishment will ask the client to provide an alternative means of payment within 48 hours. If no response is received within that period, the booking may be cancelled.

The client expressly authorises the establishment to charge to the means of payment provided the amounts corresponding to the services booked, any consumption during the stay, any applicable cancellation or no-show charges, and any damage that may be caused, in accordance with the procedure set out in Article 20.

The establishment does not retain full card details in physical form or in free-text fields.

The invoice will be issued on departure and billing details must be provided before that time. Any refunds due will be made using the same means of payment as the original transaction.

Article 7. Cancellation, amendment and no-show

7.1. Rates and deadlines

The conditions of the rate selected at the time of booking apply, as stated in the confirmation:

Cancellations and amendments must be requested in writing. Amendments are subject to availability and may involve a change in price according to the rate in force at the time of the change.

7.2. No-show

A no-show is deemed to occur when the client fails to arrive without prior notice. In such cases, the accommodation unit will be released at 12:00 noon on the day following the scheduled arrival date.

7.3. Cancellation by the establishment

In the exceptional event that the establishment is unable to provide the service booked, it will offer the client accommodation in an establishment of the same or a higher category in the same town, covering the difference in price and any transfer costs. If the alternative is not accepted, all amounts paid will be refunded in full.

Article 8. Group bookings

Any booking comprising more than three accommodation units is deemed to be a group booking. The establishment’s maximum capacity for groups is 30 people.

Group bookings are governed by the following specific conditions, which will be communicated to the client and must be accepted in writing prior to confirmation:

• Free cancellation up to 30 days before the arrival date.
• Payment of the full value of the stay 30 days before arrival, by secure payment link.
• From that point onwards the booking becomes non-refundable, with no free changes or cancellations.

Failure to accept these conditions expressly within the period notified entitles the establishment to cancel the booking.

Part II · House rules · Internal Rules and Regulations

Article 9. Admission and identification

Access to the establishment is unrestricted, subject only to the limitations arising from current tourism legislation and those contained in this document. In order to use an accommodation unit, it is a prior requirement to:

• Hold a confirmed booking, or book the accommodation directly at reception, subject to availability.
• Complete the admission document, either through the pre-arrival registration system or at reception.
• Prove the identity of every person who is to occupy the accommodation unit, including minors, by means of a valid official identity document.

Refusal to provide the identification details required by law entitles the establishment to refuse accommodation, with no right to a refund.

Access to or continued presence in the establishment may be refused to anyone who breaches this document, breaches the usual rules of social conduct, or seeks to enter or remain in the establishment for a purpose other than the normal use of the service.

Accommodation of persons under 18 years of age not accompanied by their parents or legal guardians requires the presentation of the duly completed and signed authorisation form, together with copies of the identity documents of the authorising adults, the minor and the accompanying person.

Article 10. Admission document and guest register

Once the admission document has been completed, the guest will be given their copy, stating at least the name, classification and Andalusian Tourism Registry number of the establishment, the identification of the accommodation unit, the number of people who will occupy it, the arrival and departure dates, and the price of the accommodation.

In compliance with Royal Decree 933/2021 of 26 October, the establishment is required to collect and report to the Ministry of the Interior the details of all guests, and to retain that record for three years from the end of the service. This reporting obligation is a legal requirement and is not subject to the guest’s consent.

Article 11. Times

The accommodation unit must be free of luggage and personal belongings by the departure time. The establishment accepts no responsibility for items left inside after that time, without prejudice to the provisions of Article 19.

Article 12. Accommodation units and occupancy

Bookings are made for a room type, not for a specific unit. Allocation is at the establishment’s discretion, based on availability and operational criteria. Requests relating to floor, aspect or location will be accommodated as far as possible, but cannot be guaranteed.

The establishment reserves the right to move the guest to another accommodation unit of the same or a higher category where technical, safety or maintenance reasons arise.

The maximum number of people per accommodation unit is that stated in the booking and may not be exceeded under any circumstances. Accommodation or overnight stays by unregistered persons are prohibited.

Extra beds, cots and linen

• Travel cot: free of charge, subject to availability and prior request arranged in advance.
• Extra bed: €15 per night, subject to availability and to the capacity of the accommodation unit.
• Bed linen is changed every three days.
• Towels are replaced on request and whenever necessary, in line with the establishment’s responsible water and detergent consumption policy.

Staff may enter the accommodation unit for cleaning, for maintenance work and in any urgent or safety-related situation.

Article 13. Hotel services

Included in the rate

Not included

For the sake of clarity and in line with the establishment’s category, it is expressly stated that the hotel does not offer a breakfast service, room service, a shared kitchen or communal fridge, sofa beds, or safe deposit boxes inside the accommodation units. Individual safe deposit boxes are available in the reception area, under the conditions set out in Article 18.

Subject to a charge

The rates for ancillary services are set out in the Schedule to this document.

Services provided by other companies

Where the hotel’s own car park is full, the service may be provided at a partner car park located a short distance from the establishment. In such cases, the price invoiced to the guest will be the same as that agreed with the hotel. Any other ancillary service provided by a different company will be identified to the guest at the time of booking.

Article 14. Car park

• Use of the car park requires the service to be booked in advance at reception or, for direct bookings, at the time of making the booking. The service is invoiced by the establishment.
• The price is €15 per day where the accommodation has been booked directly with the hotel, through its website or by telephone, and €18 per day in all other cases. The reduced rate is tied to the room booking, not to booking a parking space on its own.
• Advance reservation of a space is available only for bookings made directly with the hotel, subject to availability.
• A deposit of €10 is required for the key, refundable on its return. Loss or non-return of the key will result in forfeiture of the deposit.
• On arrival, vehicles may stop at the private entrance opposite the establishment for a maximum of ten minutes to unload luggage.
• The space must be vacated before 12:00 on the day of departure and the key returned to reception.
• Only the allocated space, marked with the hotel’s sign, may be used, and vehicles must be parked within the marked lines.
• Extensions for additional nights must be notified in advance at reception and are subject to availability.
• The price covers full calendar days. There is no hourly or part-day charging.
• Spaces are sized for standard vehicles. Larger vehicles must be notified in advance.

The establishment is liable for damage attributable to its own actions or those of its staff in accordance with applicable law. It is not liable for damage caused by third parties, by unforeseeable circumstances or force majeure, nor for items left inside vehicles. Damage caused by the guest to the car park facilities or to other vehicles is the guest’s responsibility.

Article 15. Pets

Hotel Granada Centro accepts pets under the following conditions. Stays with a pet must be notified and booked in advance.

• Only dogs and cats are accepted, with a maximum weight of 20 kg and a maximum of one animal per accommodation unit.
• The establishment provides a pet bed.
• The pet must be kept on a lead or under control at all times in common areas.
• It may not be left alone in the accommodation unit. If the animal barks or disturbs other guests, the establishment will contact the person responsible.
• The pet may not go on the beds or upholstered furniture, nor use the establishment’s towels or bed linen.
• Any mess in the facilities must be cleared up immediately.
• For safety reasons, cleaning will not be carried out while the pet remains inside the accommodation unit. Guests may arrange a suitable time with reception.
• The guest is responsible at all times for their pet’s behaviour and for any damage it may cause to the facilities, the furniture or third parties, as well as for the cost of any extraordinary cleaning required.

Article 16. Rules of conduct

Guests must respect the rest of other guests, particularly from 22:00 onwards, avoiding noise, loud music and raised voices in corridors and common areas. Guests are also required to:

• Make proper and careful use of the facilities, equipment and furniture.
• Observe the usual rules of social conduct and show respect for the establishment’s staff and other guests.
• Pay for the services booked when the invoice is presented or within the period agreed.
• Report any breakdown, incident or damage to reception as soon as it is noticed.
• Wear appropriate clothing in common areas.

Article 17. Prohibitions

The following are expressly prohibited inside the establishment:

• Smoking in any indoor area, including the accommodation units, in accordance with Act 28/2005. Breach will incur a charge of €100 for extraordinary cleaning and reconditioning, without prejudice to any additional damage.
• Access to or overnight stays in the accommodation units by unregistered persons.
• Holding parties or gatherings that disturb the peace or rest of other guests.
• Cooking inside the accommodation units, and the use of high-consumption electrical appliances or heat-generating devices not supplied by the establishment.
• The use of candles, fireworks, or flammable, explosive or hazardous substances.
• Bringing in weapons, narcotic substances or any object or substance whose possession is prohibited by current legislation.
• Tampering with fire detection systems, extinguishers, emergency signage or any other safety equipment.
• Removing furniture, bed linen, towels or any other equipment from the establishment’s premises.
• Carrying on any commercial or professional activity inside the establishment without express authorisation.

Article 18. Safety, safe deposit boxes and valuables

Guests must follow staff instructions on safety matters at all times and, in particular, in the event of an emergency or evacuation. Evacuation instructions and the location of emergency exits are available in each accommodation unit.

The accommodation units do not have individual safes. The establishment makes available to guests, subject to availability, an area with individual safe deposit boxes located in the reception area, under the following conditions:

• Use is personal. The guest sets their own access code, which is not known to the establishment’s staff.
• The establishment does not know, verify or take custody of the contents deposited.
• Allocation and release are recorded with the date, time and the guest’s signature.
• The box must be emptied before departure. If it has not been released once the departure time has passed, the establishment will open it in the presence of two members of staff and draw up a record of the contents, which will then be held in accordance with the provisions for lost property.
• Depositing items worth more than €2,000 without prior declaration at reception is not recommended.

Guests are advised not to leave valuables inside the accommodation units or in common areas.

Article 19. Lost property

Items found on the premises will be recorded and held for six months from the date they are found. If they remain unclaimed after that period, the establishment may dispose of them in accordance with applicable law. Claimed items will be sent carriage forward, at the guest’s expense. Food, medicines and perishable or spoiled items will not be kept.

Article 20. Damage and guest liability

Guests are liable for any damage caused by themselves, the people accompanying them or their pets to the facilities, furniture or equipment, as well as for the removal of any item thereof.

The amount payable will be the actual cost of repair or replacement, duly evidenced, increased where applicable by the value of the nights during which the accommodation unit is out of service. Wear and tear arising from normal use will not be charged. Indicative amounts for the most common items are set out in the Schedule.

Once damage has been identified, the establishment will document its condition photographically, notify the guest in writing stating the amount and its justification, and allow a period of seven calendar days for representations to be made before proceeding with the charge. Once the charge has been made, the corresponding receipt will be sent.

Article 21. Hotel liability

The establishment is liable for damage attributable to its own actions or those of its staff in accordance with applicable law. The wi-fi connection is provided without any guarantee of continuous availability or speed, and its use must comply with current legislation. The establishment is not liable for failure to perform or defective performance of its obligations where this is due to unforeseeable circumstances or force majeure.

Article 22. Breach and eviction

Breach of the rules contained in this document, of the usual rules of social conduct, or entry to or presence in the establishment for a purpose other than the normal use of the service, entitles the establishment to require the persons responsible to leave, and to call on the State security forces for that purpose, in accordance with Article 36.4 of Act 13/2011 of 23 December on Tourism in Andalusia.

Eviction does not give rise to any right to a refund of the amounts corresponding to the nights booked, without prejudice to any claim for damage caused.

Part III · General provisions

Article 23. Data protection and CCTV

The personal data provided will be processed by Alhambra Hoteles 2001, S.L. for the purposes of managing the booking and the stay, issuing the corresponding invoice and complying with its legal obligations, including reporting guest data to the Ministry of the Interior under Royal Decree 933/2021 and retaining it for three years. This processing is not subject to the client’s consent.

The establishment operates a CCTV system in common areas, duly signposted, for the purpose of ensuring the safety of people and facilities. Images are not captured inside the accommodation units or in the toilets, and are retained for a maximum of thirty days.

Commercial communications are sent in accordance with current legislation, and guests may object to them at any time and in each communication received. Full information on data processing and on how to exercise your rights is available in the privacy policy published at www.hotelgranadacentro.com.

Article 24. Complaints and dispute resolution

The establishment holds official complaint forms, in paper and electronic format, available to anyone who requests them, as announced by the official notice displayed in the entrance area. Beforehand, guests are invited to report any incident to reception staff, who will endeavour to resolve it immediately.

The establishment is a member of the Spanish Consumer Arbitration System.

This document is governed by Spanish law. Any dispute shall be subject to the courts having jurisdiction under consumer protection legislation.

Article 25. Responsible person and contact

The responsible person to whom guests should address any matter relating to the operation of the establishment is the Management of Hotel Granada Centro, who can be contacted through reception, by telephone on +34 958 278 824 or by email at info@hotelgranadacentro.com. Reception is staffed 24 hours a day.

Article 26. Term, publication and amendment

This document enters into force on the date stated on the first page and remains in force until expressly amended. It is displayed in Spanish and English in a visible and easily accessible place in the establishment and published on its website.

The establishment may amend it. Each booking is governed by the version in force on the date the booking was made, the content of which is retained and can be provided to the client on request.

The invalidity of any of these provisions shall not affect the validity of the remainder. In the event of any discrepancy between the Spanish version and its translations, the Spanish text shall prevail.

Schedule · Rates and scale of charges

A.1. Ancillary services

The differentiated car park and pet prices apply to accommodation bookings made directly with the hotel, through its website or by telephone.

A.2. Indicative amounts for damage

Purely by way of guidance, and without prejudice to the provisions of Article 20, the following amounts are published for the most common items: