When a user accesses (hereinafter the User) and makes a reservation through the website https://mosaikohomes. com/ (hereinafter the Website) owned by FIRST STONES SUITES, S.L., with its trade name Mosaiko Homes and with Tax ID Number B-05275722 and registered address at Calle Tinajilla 8, Bajo, 18010, Granada, registered in the Commercial Registry of Granada, on 05/04/2021, registration number 1, volume 1756, folio 202, section, page 56111 (hereinafter the Entity), said reservation is governed by these Terms and Conditions, which constitute the contract between the Entity and the User (hereinafter the Terms and Conditions).
These Terms and Conditions are valid from 15 September 2021 and applicable to any booking made from that date.
The Entity reserves the right to modify these Terms and Conditions at any time and without prior notice. However, in the event of modification, the Terms and Conditions in force on the date of purchase shall apply to the User.
The User declares that they have sufficient legal capacity to contract our services, in accordance with the Spanish Civil Code and in accordance with these Terms and Conditions and the Legal Notice of the Website.
1. Reservation
Reservations can be made through the Mosaiko Homes website (https://mosaikohomes.com/), through its establishment staff (by telephone, email or in person) and/or through third parties that collaborate in the distribution of the product, such as accommodation or travel platforms.
Making a reservation implies knowledge and acceptance of the conditions of this document, as well as the Privacy Policy and Legal Notices of Mosaiko Homes.
When making the reservation, the customer must provide their identification details (name and surname, email address and mobile phone number) and their credit or debit card details as a guarantee for the reservation or for the payment thereof. Mosaiko Homes reserves the right to block or partially charge the card provided in order to verify its validity and correct functioning. It also reserves the right to charge the total amount of the booking if this is provided for in the cancellation policy of the booking conditions.
Reservation requests will not be considered accepted until Mosaiko Homes confirms their acceptance and provides the customer with a reservation ID with the details of the stay. The reservation will not be considered formalised until the reservation ID has been generated and sent.
Mosaiko Homes reserves the right to define the usual restrictions in the sector, such as minimum stays, reservation guarantees or advance payments for certain dates.
Specific cancellation periods may apply to bookings during events or trade fairs. These periods are indicated in the booking process and confirmation.
In order to make a booking, you must be of legal age and the identification details requested must be true. Failure to comply with the above will entitle Mosaiko Homes to cancel the booking without the customer being entitled to any rights or compensation.
For group bookings of more than five apartments and specific quota contracts, specific payment and cancellation conditions may apply, which are derived from the corresponding contracts.
If the customer has any special requirements due to disability or impairment, they must inform Mosaiko Homes in advance of making the booking.
2. Rates and prices
The prices and promotions shown on the Mosaiko Homes website (www.mosaikohomes.com) include VAT (Value Added Tax) and are only valid for bookings made on the Mosaiko Homes website or through the establishment's staff.
The prices will be those indicated by Mosaiko Homes at the time of the booking request by the customer and which appear on the booking confirmation sent to the customer.
Local taxes payable by the guest in accordance with applicable local legislation, such as tourist taxes or accommodation taxes, are not included and will be charged separately.
The prices shown on the website are subject to change without prior notice. Once a booking has been confirmed, the prices cannot be changed for that booking.
In the event of changes in the types of taxes, fees and charges, as well as the effective imposition of new taxes, fees and charges unknown to the parties, Mosaiko Homes reserves the right to adjust the prices accordingly.
3. Booking modifications
Requests for changes to the date, length of stay or number of occupants will be subject to availability and the conditions of the booking in relation to its cancellation and modification policy.
In some cases and under certain conditions, the customer may have to pay administration fees or any difference in the current rate in order to make the changes.
4. Payment methods and conditions
The valid means of payment by credit or debit card accepted by Mosaiko Homes are as follows: Visa, Mastercard, Union Pay and Maestro.
If the cardholder used to make the booking is different from the person staying at the property, Mosaiko Homes will request a copy of the card and the identity document of the cardholder before check-in. If this documentation is not received, payment for the booking will be required from the person who made the booking, or the booking may be cancelled without the customer being entitled to any rights or compensation.
Cash payments are only accepted at the establishment.
The total price of the booking must always be paid in advance by the customer before check-in.
In the event that the customer consumes additional services during their stay that are not included in their booking, Mosaiko Homes will request payment for these services from the customer and, if payment is not received, reserves the right to charge the outstanding amounts to the payment method provided by the customer.
The usual method for sending the invoice to the customer will be via email. If the customer wishes to receive the invoice by other means, they must expressly request this and Mosaiko Homes will endeavour to comply with this request as far as possible.
5. Registration and identification details
As an essential requirement for using the accommodation units, all guests in the booking over the age of 16 must provide a passport, European National Identity Document or a valid driving licence for check-in, either in person or through the application or technological tool provided by Mosaiko Homes.
If the identity of a guest cannot be clarified beyond doubt due to missing or incorrect documents, Mosaiko Homes has the right to cancel the booking.
When the customer is required to apply for or obtain a visa to enter the destination country and in the event that such entry is not authorised, Mosaiko Homes reserves the right to charge the full amount of the booking as a cancellation fee at its discretion.
To ensure communication with the customer, Mosaiko Homes requires the email address and mobile phone number of the person making the booking.
6. Check-in and check-out conditions
Check-in time is from 4 p.m. on the day of arrival and check-out time is at 12 noon on the day of departure. In both cases, other conditions may be agreed with the customer.
Upon request, and depending on availability, an earlier arrival (early check-in) may be agreed with the customer, subject to prior notice and agreement of the conditions. If Mosaiko Homes accepts an early arrival, it reserves the right to charge £40.
Upon request, and depending on availability, a later departure (late check-out) may be agreed with the customer, subject to prior notice and agreement of the conditions. If Mosaiko Homes accepts an early arrival, it reserves the right to charge 40 euros.
If the customer or guests do not leave the apartment within the indicated time, Mosaiko Homes reserves the right to charge the credit or debit card provided an amount equivalent to the price of an additional night at the current rate for each day of delay as compensation.
If the customer or guests, without prior agreement, stay beyond the departure time, Mosaiko Homes reserves the right to enter the apartment, remove any belongings, change the locks or lock codes and take any additional measures that may be necessary.
Magnetic cards and, where applicable, physical keys must be returned to Mosaiko Homes or to a third party appointed by the company, in the manner and at the time agreed. Unless otherwise agreed, the customer must deposit the magnetic cards or, where applicable, the physical keys in the letterbox located on the ground floor at the exit of the lift.
If a magnetic card or, where applicable, a physical key is not returned, a penalty of 10 euros will be charged. Mosaiko Homes reserves the right to claim compensation from the customer for any damages caused, provided that these exceed the amount of 10 euros. This includes the costs of replacing the affected locking system if necessary for security reasons.
Mosaiko Homes will not be responsible for storing luggage or objects in the event of arrival at the establishment before check-in time.
7. Access to the apartments and stay
Access to the building and the apartments will be via a PIN or web link that will be provided to the customer once they have completed the online check-in and paid the total amount of the booking. Access to the facilities will not be permitted without prior payment of the full amount of the stay.
Children under the age of 18 will not be allowed to stay unless accompanied by at least one adult.
Other guests not included in the booking are allowed access, but under no circumstances may they stay overnight on the premises. Only persons registered in the booking may stay overnight on the premises.
If, during the night, the maximum number of registered persons is exceeded, the customer will be required to pay the amount established per person for each unauthorised guest. Furthermore, we reserve the right to cancel the booking without the customer being entitled to any rights or compensation.
Under no circumstances may more people than the maximum capacity of the apartment or those registered in the booking stay overnight in the apartment.
The customer accepts that Mosaiko Homes may ask the customer to provide documentation to verify their identity and that of their companions or guests.
8. Other services included in the booking
The apartments include a full cleaning service and change of sheets/towels every 7 days. If the customer requests additional cleaning or changes, these will be subject to an additional charge, which will be communicated to the customer before the booking is made.
The guest must allow access to the apartment to the service provider responsible for cleaning.
An initial supply of toiletries (shower gel and shampoo) will be provided to the guest.
9. Cancellation of the booking by the customer
When making the booking, the customer can choose between different types of rates, including flexible rates (which allow changes and cancellation under certain circumstances) and non-refundable rates (which do not allow changes or cancellations).
If the customer wishes to cancel a booking with a flexible rate outside the cancellation period established in the booking, cancellation fees will be charged for the first night. If the customer wishes to cancel this same flexible rate within the established cancellation period, no charges will be made to the customer.
If the customer wishes to cancel a booking with a non-refundable rate or non-cancellable condition, they will be obliged to pay the full amount of the booking.
Under any type of rate, if the customer does not show up without prior notice on the day of arrival, they will be obliged to pay the full amount of the booking.
10. Cancellation of the booking by Mosaiko Homes
Mosaiko Homes has the right to refuse or unilaterally terminate a booking or accommodation contract for justified reasons.
Depending on the cause and reason for the cancellation, Mosaiko Homes will proceed to refund or not refund the amount of the booking.
The following causes will entitle the customer to a refund of the amount of the booking cancelled by Mosaiko Homes:
- Force majeure or other circumstances beyond the control of Mosaiko Homes that make it impossible to fulfil the contract.
- If the booking made corresponds to a technical or pricing error on the website.
- The accommodation is not available.
Cancellations of reservations or accommodation contracts made by Mosaiko Homes under the following circumstances will not give rise to any right to a refund or compensation:
- There are indications that the booking has been made using misleading, false or fraudulent information
- The payment information provided by the customer is not valid
- There are good reasons to believe that the use of the service may jeopardise the operation of the business, the safety or the image of Mosaiko Homes
- The holder of the booking is a minor
- The purpose of the stay is illegal
- There is evidence that the holder or any of the guests has breached the rules established by Mosaiko Homes during previous stays.
The resale, rental or subletting of a booking to third parties is expressly prohibited.
In any of the circumstances in which Mosaiko Homes proceeds to cancel a booking or accommodation contract, Mosaiko Homes will immediately inform the customer.
11. Safety and behaviour
The holder of the booking is responsible for their own safety and that of their companions or guests. They are responsible for understanding and complying with the rules of behaviour, safety, health and fire that Mosaiko Homes may provide.
They must also inform Mosaiko Homes of any situation that they consider to be a risk to the safety, health or fire safety of the customer or their companions or guests.
If you identify any inappropriate conduct or behaviour by other guests at the establishment, you may also inform Mosaiko Homes.
Any person, guest or visitor who may endanger or compromise the comfort or safety of other customers, the Mosaiko Homes team or other neighbours will be required to leave the establishment without the customer being entitled to claim any rights or compensation.
If, as a result of inappropriate behaviour by the customer or their companions or guests, damage or loss occurs, Mosaiko Homes reserves the right to charge the credit or debit card provided by the customer for the amount corresponding to the damage, the repair costs incurred to remedy the damage and any loss of income due to the inability to sell the apartment.
12. Maintenance, upkeep and damage
The customer undertakes to treat the apartment provided and all its contents with diligence and care: furniture, decorative items, kitchen items and appliances, etc.
The customer undertakes to check that the equipment is complete and suitable for use when entering the apartment and to notify Mosaiko Homes immediately of any incidents they may find.
The customer is responsible for any damage caused by him or his companions or guests through use contrary to the contract and other than normal wear and tear on the apartment, the furniture and the rooms, facilities or equipment inside the apartment or common areas. The customer must immediately inform Mosaiko Homes of any damage to the apartment provided during his stay. If he fails to notify Mosaiko Homes of such damage, he will be liable for such damage.
13. Use of the Internet
Mosaiko Homes provides the guest with Internet access within the limits of existing technical and operational possibilities. The guest acknowledges and accepts that there may be malfunctions, for example due to force majeure, maintenance work or similar circumstances beyond the control of Mosaiko Homes.
The guest may not misuse the connection or violate the law with its use and will be liable for any claims or demands for damages caused to Mosaiko Homes or any third party that has been affected.
The guest or any of their companions are not authorised to transfer the Internet connection details to third parties who are not registered in the booking. In the event of unauthorised transfer, the customer is liable for all damages caused by the transfer of access data.
Mosaiko Homes reserves the right to block the guest's Internet connection in the event of misuse.
14. Prohibitions and internal rules
At Mosaiko Homes, we respect the privacy of our customers. The following is not permitted:
- Disturbing other customers, neighbours or guests
- Invading their privacy
- Endangering the safety of neighbours or guests
- Taking commercial photographs or videos without the express written consent of the property owner
At Mosaiko Homes, we respect our customers' rest. The following is not permitted:
- Holding parties or events inside the apartment
- Having an unreasonable number of guests in the apartment, including those exceeding the maximum allowed by law in the accommodation unit
- At no time making excessive noise or noise that prevents neighbours from resting between midnight and 8 a.m.
At Mosaiko Homes, we care about your health and safety:
- Dangerous items (e.g. anything that could increase the risk of fire or explosion) are not allowed.
- Firearms and other weapons are not allowed (except if the guest is a member of the State security forces with the relevant licence, whether on or off duty).
- Food waste, any type of rubbish or any item that could cause an obstruction must not be left in the establishment.
- You may not invade or loiter in areas that are not open to customers or that are not part of your accommodation unit.
- You may not use the establishment for any purpose other than personal accommodation.
- Illegal substances or activities (e.g. drugs, computer crimes, prostitution, production of pornography, etc.) are prohibited.
- Guests under the age of 18 must be accompanied by an adult when using the services and other common areas.
- Smoking is not permitted in the accommodation unit or in the common areas.
- The guest and their companions undertake to use the balconies with the utmost caution and care, avoiding any action that may jeopardise their safety. Therefore, the use or enjoyment thereof will be at their own risk.
- Mosaiko Homes is not responsible for guests' personal belongings and therefore guests must never leave their belongings unattended or uncontrolled.
- Guests must ensure that both the entrance door to the establishment and the door to the accommodation unit where they are staying are properly locked.
15. Pets
Pets are only allowed upon prior request to Mosaiko Homes and provided that they do not cause any inconvenience to other guests.
Bookings with pets incur a supplement in the rate, which will be indicated during the booking process and/or at check-in if the customer has not informed us in advance of the presence of pets. If the customer has not informed us in advance of the presence of pets, disagreement with the supplement will not be grounds for cancellation of the booking by the customer.
The customer is responsible for their pet and its behaviour at all times.
Mosaiko Homes reserves the right to refuse admission to animals that cause a nuisance to other customers or staff, or that behave inappropriately during their stay.
To ensure the safety and well-being of other guests, the following rules must be observed:
- Only small dogs are allowed.
- In the case of any other animal, you must notify us before making the booking so that we can assess the acceptance of the pet on a case-by-case basis.
- Maximum one animal per apartment.
- The customer must keep the animal in proper hygienic and sanitary conditions.
- The presence of animals in small, enclosed spaces, such as lifts, must be avoided whenever this may cause a nuisance to other guests or users in general.
- Pets may not be left alone in the room unless the guest is on the premises and available to be contacted for any reason.
- Animals are not allowed to relieve themselves on the premises.
- To leave, enter or remain on the premises, pets must be kept on a short leash and muzzled if required by law.
- Pets are not allowed on beds or sofas, nor may they use any of the equipment or furniture in the room or apartment to make themselves comfortable.
- Animals are not allowed to be bathed in the bathrooms or showers of the rooms or apartments, nor may towels be used to dry them.
The apartment cleaning service will only be carried out if the animal is not in the apartment.
The customer is responsible for any damage caused by the animal to third parties or to the furniture. The cost of such damage will be charged to the final bill for the stay.
16. Disclaimer
Mosaiko Homes accepts no responsibility for the loss of property due to the negligence of guests. Lost items will only be returned if requested and with a handling fee.
Mosaiko Homes can offer a parking service, but this will always be through an external company and therefore any responsibility will lie with that provider.
17. Privacy policy
To find out how your personal data is processed, please visit our Privacy Policy.
18. Applicable legislation
These Terms and Conditions are subject to Spanish law. For any dispute arising from the provision of services to the User or from the content of the Website, the parties submit to the jurisdiction and competence of the courts of the city of Granada, provided that this is legally possible. Otherwise, the parties will submit to the competent courts according to the legislation in force at any given time.