Reservation conditions

Contact

During your stay you will have access to the telephone/WhatsApp (+34) 661663799 as a contact to make any queries or doubts that may arise about the apartment. 

Registration

Access to and use of the apartment by unregistered persons is strictly prohibited. Visits of any kind by unregistered persons are not permitted at the time of check-in, not even entering and leaving at that time, unless expressly authorized in writing by the apartment and, where applicable, after payment of the agreed price increase. Failure to comply with this prohibition will entitle the apartment to penalize the guest with a charge of €1,000 on the card provided at the time of booking, in addition to not accommodating the registered guests or immediately evicting them, without the right to any claim, compensation, or refund of the amount already paid. The aforementioned penalty will be charged regardless of the number of times the unauthorized person has entered the apartment, even if they only enter once and for a moment.

Before arrival

Please make sure we have your updated arrival information. Keep the apartment informed of any changes that may have occurred.

Check-in and Check-out

Check-in will begin at 3:00 PM, and the apartment will be cleaned and serviced by then. There will be no time limit for check-in after 3:00 PM (service at no additional cost).

Check-out must be made before 11:00 a.m. in order to allow time for cleaning and preparing the apartment for the next reservation.

Additional services such as “Early check-in” and/or “Late check-out” are offered for an additional fee, subject to availability. These services allow for access to the apartment before 3:00 p.m. on the day of check-in and/or late check-out after 11:00 a.m. on the day of check-out. The apartment must confirm availability in writing, and the reservation holder must pay the agreed amount in advance. This amount is non-refundable. Once the additional services such as early check-in and/or late check-out have been contracted, modifications and cancellations are not permitted, nor are they permitted in the event that the services are not available for any reason attributable to the principal guest or any of the other guests.

Any unauthorized departure after 11:00 a.m. will be penalized with a charge to the card equal to 100% of the last night’s base rate (without applying any discount if it was available at the time of booking).

On the day of departure, we ask that you leave the apartment tidy, dishes and kitchen utensils clean, trash bags removed, and the door closed upon departure. Please make sure that you have all your belongings inside the apartment beforehan.

Access

Before check-in, the guest will receive instructions on how to access the apartment.

Internet

The apartment has free internet access via Wi-Fi and Ethernet connection.

Appliances

The apartment has instructions for the proper use of the facilities and appliances.

Supplies

The cost of water and electricity supplies is included in the price of your stay in the apartment, ensuring responsible consumption.

Pets

The accommodation of any kind of domestic animal inside the apartment is expressly prohibited. Failure to comply with this condition will entitle the apartment to penalize the guest with a charge of €1,000 per animal on the card provided at the time of booking. The apartment will also be unable to accommodate the registered guests or to immediately expel them. No claim, compensation, or refund of any amount already paid will be made.

Behavior

Guests will be required to maintain appropriate behavior both in the apartment and in the common areas of the building.

  • No smoking in the apartment.
  • Smoking is prohibited in the common areas of the building.
  • No parties or events of any kind. They are strictly prohibited.
  • Avoid disturbances caused by high volumes from music devices, televisions, and any other noises that may be bothersome.
  • Noise is prohibited from 10:00 p.m. to 9:00 a.m.
  • Obligation to respect the basic rules of coexistence and the rest of the neighbors.
  • It is prohibited to move furniture around.
  • Total or partial subletting of the apartment is strictly prohibited.

Failure to comply with these obligations will entitle the apartment to penalize the guest with a charge of €1,000 on the card provided in the reservation, in addition to not accommodating the registered persons or their immediate expulsion, without the right to claim any type of compensation, nor to reimbursement of the amount already paid.

Responsibilities

The apartment is not responsible for any damage and/or loss that may arise from the use made by the client during their stay in the apartment (including damage to persons or things, losses due to theft, fire or criminal activities).

In the event that during the stay there is any breakdown unrelated to misuse by the client, the apartment will be responsible for repairing it as soon as possible once notified in writing by the client.

Forgotten objects

In the event of neglect or abandonment, the apartment will notify you by email that your belongings have been forgotten and will keep them in safekeeping for one month from the date of communication. After this period, the client agrees to lose all rights to claims and/or compensation.

Forgotten objects can be sent by mail to the person who made the reservation. To do so, the client must make a prior written request to the email akura@ni.eus. The client will be responsible for all expenses incurred and paid before shipment.

We match the price

We are the official website for the apartment. If you find your reservation cheaper on another website, we will match the price. To do so, you must contact us by phone or WhatsApp (+34) 661663799 before making the reservation and send us the link to the other offer, which must still be online and available when we verify it. Price Match Conditions:

  • The other offer must be for the same accommodation.
  • The other offer must have the same entry and exit dates.
  • The other offer must have the same conditions and cancellation policies.

The price will not be matched in the following cases:

  • When the other offer appears on a website that does not reveal the accommodation where you will be staying until you have made the reservation.
  • When the other offer is part of a loyalty or points program. This includes any situation where a customer receives a reduced price from an accommodation or other website as a reward for rebooking, logging in, entering a discount code, referring other customers, or performing any action that changes the initially displayed price.

Reservations

Reservations made on the website are subject to the following conditions:

The apartment will ask you for the cardholder’s information and a valid credit card as a guarantee.

ACCOMMODATION RESERVATION:

The property will not charge your credit card at the time of booking the accommodation. Charges for the accommodation will be made in different installments, depending on the following cases:

A-If at the time of booking there are 15 calendar days or more left until check-in:

  • No charge will be made until 15 calendar days prior to entry
  • 15 calendar days before, 50% of the total reservation will be charged.
  • The day before arrival, the remaining amount will be charged until the total amount of the reservation is reached.

B-If at the time of booking there are between 1 and 15 calendar days left for check-in:

  • A charge of 50% of the total amount will be made within 24 hours of making the reservation.
  • The day before entry the rest of the amount will be charged until the total reservation is reached.

C-If at the time of booking there are 1 day or less left until check-in:

  • At the time of booking, a charge of 100% of the total amount will be made.

BOOKING ADDITIONAL SERVICES TO THE ACCOMMODATION

The establishment will charge the full amount to your credit card at the time of booking any additional services. This amount is non-refundable under any circumstances. Once the additional services have been booked, modifications or cancellations are not permitted, nor in the event that the services are not available for any reason attributable to the guest or any of the other guests.

Reservation cancellation

You can cancel your reservation free of charge up to 15 calendar days before entering the apartment, except for reservations to stay in the months of June, July, August and September and during Easter, which will not be refundable, regardless of the reason for cancellation, so 100% of the reservation will be charged at the time of requesting cancellation, even if you were not going to enjoy the stay.

In case of voluntary withdrawal of the services by the client within 15 calendar days prior to check-in, whatever the reason for the cancellation, and even if the stay is not enjoyed, the corresponding charge will be made until the remaining amount is completed at 100% of the reservation, at the time of requesting the cancellation, and in no case will any type of payment be made of the amounts already charge. For reservations to stay in the months of June, July, August and September and during Easter, which will not be refundable, regardless of the reason for cancellation, the remaining amount of 100% of the reservation will be charged at the time of requesting cancellation, even if the stay is not enjoyed.

Cancellation requests must be made in writing, either by WhatsApp (+34) 661663799 or by email to akura@ni.eus. This requirement is essential; cancellation requests will not be accepted by any other means.

Reservation modification

The reservation may be modified for other dates provided there is availability, the request is made in writing, and the apartment agrees. If the total price of the reservation for the requested dates is higher, the guest must pay the difference at the time of confirmation. No refund will be issued under any circumstances. If the apartment does not agree, the guest may cancel the reservation according to the conditions in the previous section “Reservation cancellation

It is essential to submit the modification request in writing, either via WhatsApp at (+34) 661663799 or by email to akura@ni.eus. Modification requests will not be accepted by any other means.

Reservation renewal

If you wish to extend your stay, please notify us in writing. Depending on availability, you may continue to occupy the same apartment upon payment for the new stay.

Payment

The payment system is completely secure and SSL encryption provides a secure connection between the client and the server.

Valid credit card: A valid credit card is required to guarantee your reservation. The apartment reserves the right to cancel your reservation if your card is not valid. The apartment will charge your credit card or send you a payment link through our secure online payment gateway. Remember that by accepting our terms and conditions, you authorize the apartment to send instructions to the financial institution that issued your card to accept payments from your card account.

Fees for card payments

Payments with personal cards, both domestic and foreign, in the European zone, will not have any additional transaction fees.

Payments with cards from foreign individuals in the non-European zone will have a transaction fee:

FOREIGNERS NON-EU ZONE: €0.39 (fixed) + 1.80%

Payments with company cards will have a transaction fee:

NATIONAL: €0.00 (fixed) + 0.80%

FOREIGNERS EU ZONE MASTERCARD: €0.39 (fixed) + 1.80%

FOREIGNERS NON-EU ZONE: €0.39 (fixed) + 1.80%

FOREIGNERS EU ZONE VISA: €0.39 (fixed) + 1.80%

Payments with other types of cards will have a transaction fee:

UNION PAY INTERNATIONAL: €0.39 (fixed) + 1.80%

JCB: €0.39 (fixed) + 1.80%

B2B – TOURISM SECTOR: €0.00 (fixed) + 2.95%

Taxes

The prices provided include the legal VAT rate applicable at the time of booking. Any changes to the tax rate must be adjusted when the invoice is issued.

Bail

Any damage or malfunction caused during the stay must be reported immediately. Repairs will be fully paid for by the guest who made the reservation and charged to the card provided. Remember that by accepting our terms and conditions, you authorize the apartment to send instructions to the financial institution that issued the card to accept payments from your card account and agree that any damage caused by you or your companions will be charged to the same. Once the apartment has been vacated, its condition will be inspected, and a 10-day period is agreed upon for any claims.

Bilbao, December 2, 2021

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