INTERNAL RULES AND CONDITIONS OF STAY
These Internal Rules and Conditions of Stay govern the use of the facilities and services of the OCÉANO Health Spa Hotel, operated by CAROWA TENERIFE, S.A., with tax identification number (NIF) A38007621 and registered address at Calle Océano Pacífico 1, 38240 Punta del Hidalgo, during the guest’s stay.
By completing check-in, the guest declares that they have read and accepted the applicable Internal Rules and Conditions of Stay, without prejudice to the specific conditions of their booking, particularly regarding price, payment, cancellation and contracted services, which shall prevail in the event of any inconsistency.
1. Check-in and check-out
Check-in is available from 14:00 h and check-out is until 11:00 h. Requests for early check-in or late check-out are subject to availability and may incur an additional charge.
2. Booking, payment and cancellation
The reservation, payment, deposit and cancellation conditions shall be those indicated on the website at the time the reservation is made.
Any additional services booked during the stay must be paid for by the guest in accordance with the conditions indicated by the hotel staff at the time of booking. The establishment shall provide a receipt, invoice or equivalent document for the amounts charged, in accordance with the applicable regulations.
3. Guest identification and registration
All guests must present a valid identity document or passport at check-in. The hotel shall process only the data necessary to comply with the legal obligations applicable to accommodation establishments. The details of guests under the age of 14 must be provided by their legal guardian.
The guest declares that the information provided is accurate and that the room will be used only by the persons identified in the reservation and registration. Any additional person must be reported to reception in advance in order to verify availability, occupancy limits, the applicable price and compliance with registration obligations.
4. Use of facilities and services
The guest undertakes to make proper use of the hotel’s facilities, rooms, common areas, pools, Spa, gym and other services, respecting the operating rules, opening hours and instructions given by staff.
Unlawful, dangerous, unhealthy or disturbing activities, as well as behaviour that seriously disrupts coexistence, are not permitted. It is also prohibited to tamper with safety, fire or emergency equipment, or to bring in or use objects, substances or devices that may pose an unauthorised risk to persons or property.
5. Health Spa, F. X. Mayr Center, treatments and activities
Treatments, programmes, activities and services at the Health Spa and F. X. Mayr Center are subject to availability and to the specific conditions of each service. Certain programmes or treatments may require a prior medical assessment.
Changes to or cancellations of appointments may be subject to the conditions established by the hotel.
6. Minors and persons requiring supervision
Minors must be accompanied and supervised by their father, mother, legal guardian or an authorised adult who assumes responsibility for their care, unless the applicable regulations or specific conditions allow another type of accommodation arrangement.
The accompanying adult shall be responsible for ensuring that minors comply with these conditions and with the safety instructions, especially in pools, gyms, terraces and other facilities with specific access or usage conditions.
7. Internal rules of the establishment
The guest undertakes to behave respectfully towards other guests and hotel staff. Quiet hours between 11:00 p.m. and 7:00 a.m., as well as the privacy of other guests, the usual rules of respectful coexistence and any other instructions issued by the establishment must be respected.
The hotel reserves the right to take appropriate measures in the event of inappropriate behaviour, breach of the internal rules or improper use of the facilities.
8. Smoking
The use of tobacco of any kind, electronic cigarettes or similar products is not permitted in any indoor or outdoor area of the hotel, including rooms, balconies, gardens and common areas.
The only designated smoking area is located on the Rooftop terrace on the 11th floor.
Failure to comply with this rule may result in additional charges for special cleaning or damage caused, as well as any administrative sanction that may be imposed, where applicable.
9. Damage and guest responsibility
The guest shall be responsible for any damage, breakages or loss caused by improper use of the room, facilities, furniture, equipment or hotel property. The hotel may charge the guest for any costs arising from such damage.
10. Personal belongings
The hotel is not responsible for the loss, theft or damage of personal belongings that have not been deposited in the safekeeping facilities provided by the establishment, except where provided for by law.
11. Animals
The hotel does not accept pets, except in cases where there is a legal obligation to admit them, such as officially accredited guide dogs or assistance dogs.
12. Additional services and consumption
Consumptions, treatments, transfers, restaurant services, telephone calls, laundry or any other additional services not included in the booking will be charged to the guest’s account and must be paid before departure.
13. Data protection
The processing of the guest’s personal data shall be carried out in accordance with the basic data protection information provided by the hotel and the applicable privacy policy.
14. Complaint forms
The hotel has official complaint forms available for guests upon request.
15. Acceptance of the conditions
By accepting these conditions, the guest declares that they have been informed of the rules and conditions applicable to their stay at the hotel and undertakes to respect them throughout their stay.