Terms and conditions

This English version is provided for information only. The legally binding version is the Spanish version (Condiciones generales).

Last updated: September 2026

1. Scope

These terms apply to all contracts for the letting of Villa Rosalva’s holiday accommodation to guests (accommodation contract). Your host is Ursula Heimerdinger, trading as “Villa Rosalva”, Carretera Las Dehesas 37, Camino de los Perez, 38400 Puerto de la Cruz, Tenerife, Spain (legal notice).

2. Conclusion of the contract

The presentation of the accommodation on the website does not constitute a binding offer. By submitting the booking form and making payment, you make a binding offer. The contract is concluded as soon as we confirm your booking by email. If you pay by bank transfer, the accommodation is initially reserved; the contract is concluded when the deposit is received (see section 4).

Bookings made by telephone or email become binding as soon as we confirm them in writing and the first payment has been received.

The person making the booking must be of legal age. They also act on behalf of everyone travelling with them and are responsible for ensuring that they comply with these terms.

3. Prices and services

The prices shown at the time of booking apply. All prices are final prices in euros, including the Canary Islands general indirect tax IGIC (7%). The price includes the accommodation for the number of people booked, bed linen, towels, water, electricity and use of the shared outdoor areas and the pool. Additional guests and booked extras (e.g. breakfast, airport transfer, pet, Wi-Fi at €5 per stay) are charged separately and shown in the booking confirmation.

The minimum stay is 3 nights, unless stated otherwise for the accommodation. The accommodation may only be occupied by the number of people booked; the maximum occupancy is stated for each unit.

4. Payment

• Deposit: 30% of the total price is due on booking.
• Balance: The remaining 70% is due 14 days before arrival. If you pay by card or PayPal, we automatically collect the balance on that date using the payment method stored at the time of booking; you will receive a reminder beforehand.
• Short-notice bookings: If arrival is less than 21 days after booking, the full price is due immediately.
• Bank transfer: This is possible if arrival is at least 28 days after booking. The accommodation remains reserved for you for 5 days. If the deposit has not been received by then, the reservation lapses at no cost to you. We request the balance about 21 days before arrival, with separate bank details; it is due 14 days before arrival.
• Payments are processed by our payment service provider Stripe. You will receive invoices by email and in your “My booking” guest portal.

If the balance has not been paid by arrival despite a reminder, we may withdraw from the contract; the cancellation fees under section 5 then apply.

5. Cancellation by the guest

You can cancel your booking at any time before arrival. What counts is the time at which we receive your notice (by email, in writing or by telephone). We then charge the following cancellation fees, calculated on the rental price:

• up to 2 months before arrival: 20%
• up to 1 month before arrival: 50%
• less than 1 month before arrival, or in the event of a no-show: 100%

Booked extras are refunded in full in the event of cancellation. We offset amounts already paid against the cancellation fee and refund the balance to the original payment method. If the cancellation fee exceeds the payments made so far, we will invoice you for the difference.

You may show that we have suffered no loss or a significantly lower loss, for example because we were able to let the accommodation to someone else for the same period. You may also name a replacement guest to take over the contract in your place.

There is no statutory right of withdrawal for accommodation contracts for a specific period (see Withdrawal & cancellation). We recommend taking out travel cancellation insurance.

6. Changes to the booking

If you would like to make a change (e.g. different dates or number of guests), please let us know as early as possible. We will make changes where the accommodation is available; there is no entitlement to this. Shortening your stay counts as a cancellation under section 5 for the part no longer taken.

7. Cancellation by the host

If we are unable to provide the accommodation for reasons beyond our control (e.g. force majeure, an order by the authorities, serious damage to the accommodation), we will offer you equivalent accommodation or refund all payments made in full. No further claims exist in this case.

8. Arrival and departure

• Check-in from 16:00, check-out by 10:00.
• Please let us know your expected arrival time, and your flight details if you are flying in, at the latest the day before. Arrival after 20:00 is possible by prior arrangement; we charge a fee of €40 for this.
• Guests who arrive later or leave earlier are not entitled to a refund for unused nights.

9. Guest registration form

Spanish law requires us to report all guests and their identity document details to the authorities. For this purpose, please complete the guest registration form for all travellers before arrival and bring your identity documents with you. Without this information, we are not permitted to accommodate you.

10. Your stay and house rules

• Please treat the accommodation and shared areas with care and be considerate of other guests, especially during quiet hours from 22:00 to 8:00.
• Smoking is not permitted in the accommodation; it is allowed outdoors on the property.
• Parties and overnight stays by additional people who have not been booked are only allowed with our consent.
• Use of the pool is at your own risk. Please keep an eye on children at the pool.
• Pets are welcome by prior arrangement and for an extra charge. Free-roaming cats and a dog live on the property.
• Please report any damage immediately. You are liable for damage culpably caused by you or your fellow travellers, and for lost keys.
• In the event of serious breaches of the house rules, we may terminate the contract without notice; in that case, there is no entitlement to a refund.

11. Liability

Our liability is governed by the statutory provisions. We are only liable for loss of or damage to valuables you bring with you if we are at fault. We are not liable for temporary failures of facilities (e.g. Wi-Fi, pool, electricity or water supply) that are beyond our control; we will do our best to fix them quickly.

12. Complaints

If anything is not as it should be, please let us know straight away so that we can put it right. Official complaint forms (hojas de reclamaciones) are available on site.

13. Data protection

We explain how we process your data in our privacy policy.

14. Applicable law and jurisdiction

Spanish law applies. If you are a consumer habitually resident in another country, the mandatory consumer protection provisions of that country remain unaffected. Claims against consumers must be brought before the courts of their place of residence.

Should any provision of these terms be invalid, the validity of the remaining provisions remains unaffected.