Last updated: 1 September 2026
These General Conditions govern bookings made through the website http://edelweiss-holidayhomes.com
and through the direct booking channels made available by Markus Axel Holzer, NIF X5424696P, address C/Miraflor, 22G, 03700 Denia, email [email protected] and telephone +34 638 499 141, hereinafter Edelweiss Holiday Homes or the Company.
Before completing a booking, the guest must be able to consult these conditions, the accommodation listing, the total price, mandatory supplements, the cancellation policy, the security deposit or guarantee where applicable, and the applicable specific conditions. The booking confirmation will be provided to the guest by email or on another durable medium.
1.- Purpose, scope and parties to the booking
These conditions govern the booking of tourist accommodation stays in the properties published on the Company's website.
The listing and confirmation for each booking will identify the accommodation, dates of stay, maximum number of occupants, total price, included services, supplements, security deposit arrangements, cancellation policy and any other specific conditions. In the event of any conflict, the specific conditions will prevail over these General Conditions.
The Company provides marketing, booking management, payment collection, guest assistance and operational coordination services for the accommodation. Where it acts on behalf of the accommodation owner, that capacity and the identity of the owner will be made available to the guest in the booking information where applicable.
The allocation of functions between the Company and the accommodation owner does not limit any mandatory rights to which the guest is entitled under applicable law.
2.- Booking process and acceptance
To make a booking, the guest must provide truthful, complete and up-to-date information, including their contact details, the details of the persons who will be staying and the requested payment information.
Before submitting the request, the guest may review the information entered, correct errors and consult the total price and applicable conditions. The booking will only be completed when the Company sends an express confirmation by email or on another durable medium, after receiving the payment or guarantee required for the selected rate.
Making a booking entails the express acceptance of these General Conditions, the specific conditions of the booking and the specific house rules of the accommodation. Acceptance will be given by an affirmative action of the guest that is not pre-selected.
The Company may reject a request before confirming the booking where there is an obvious pricing or availability error, insufficient information, reasonable indications of fraud, a serious previous breach or an objective impossibility of providing the stay. In such a case, if any payment has already been made, it will be refunded without undue delay.
3.- Price, taxes, payments and invoicing
The applicable price will be the price shown in the final summary before completing the booking and in the confirmation. Unless expressly stated otherwise, the price will include the applicable indirect taxes and the mandatory items shown before payment.
Any mandatory supplement — including, where applicable, final cleaning, pets, late arrival, cot, extra bed, fees or utilities — will be shown before booking or expressly included in the specific conditions. No charges that were not previously disclosed will be required, except amounts arising from damage, breaches or additional services requested by the guest in accordance with these conditions.
The Company may require a deposit, advance payment or full payment in accordance with the selected rate. The deadlines, amounts, payment method and consequences of non-payment will be stated during the booking process and in the confirmation.
Where deferred payment is agreed, failure to pay any amount due within the notified period will entitle the Company to cancel the booking, after notifying the guest where circumstances permit, and to apply the cancellation policy accepted for the rate.
The person making the booking will be responsible for paying all amounts arising from the stay, including requested additional services, substantiated damage, objectively necessary extraordinary cleaning and costs arising from breaches attributable to the group staying at the accommodation.
4.- Security deposit, guarantee and subsequent charges
Where indicated in the listing or confirmation, a security deposit or pre-authorisation may be required for the amount stated in the accommodation listing or booking confirmation, by card, bank transfer, cash or payment platform. The booking will state the method, the time at which it must be provided and the standard timeframe for its refund or release.
The security deposit may only be used to cover: damage not resulting from normal use; loss of keys, remote controls or access devices; breaches expressly provided for in these conditions or the house rules; extraordinary cleaning costs due to an abnormal condition of the accommodation; and outstanding amounts for booked services.
Before retaining all or part of the security deposit, the Company will inform the person making the booking of the reason, the amount and, where reasonably possible, provide evidence or supporting documentation. The security deposit does not limit the guest's liability for substantiated damage exceeding its amount.
Ordinary wear and tear, pre-existing defects and damage unrelated to the stay will not be attributed to the guest. The guest must report any defect detected on arrival or during the stay in accordance with clause 11.
5.- Guest documentation and registration
Before arrival or during the check-in process, the person making the booking must provide the identification details and documentation of all persons staying that are necessary to manage the stay and comply with applicable legal obligations.
Failure to provide mandatory documentation, the provision of false information or an unjustified refusal to comply with identification requirements may result in access to the accommodation being denied, provided that the measure is necessary to comply with legal or security obligations. In such a case, the corresponding cancellation policy will apply. The guest's statutory rights remain unaffected.
6.- Arrival, departure and key handover
Unless the confirmation specifies a different time, check-in is available between 16:00 and 20:00, and check-out must take place before 10:00.
Arrivals between 20:00 and 22:00 may incur a supplement of 30 euros, and arrivals after 22:00 a supplement of 50 euros, provided that these amounts were disclosed before booking and the late arrival was previously accepted by the Company. Arrivals outside the stated hours are subject to availability.
The guest must notify any delay as soon as reasonably possible. If the guest does not arrive and does not respond to reasonable attempts to make contact, the Company may treat the booking as a no-show in accordance with the applicable cancellation policy.
The accommodation will be provided in a condition suitable for its intended use, in accordance with its advertised characteristics and the confirmed specific conditions.
7.- Occupancy, use of the accommodation and rules of conduct
The accommodation may only be occupied by the persons identified in the booking and up to the maximum number of occupants stated in the listing or confirmation. Assignment, subletting or making the accommodation available to third parties is not permitted without the Company's written authorisation.
The guest and accompanying persons must use the accommodation with due care and respect the community rules, safety instructions, applicable regulations and the neighbours' right to peace and quiet.
Events, parties, illegal, dangerous or disruptive activities are prohibited, as is any conduct that may cause damage, legitimate complaints, penalties, safety risks or harm to the Company, the owner, the community or third parties.
A serious breach of this clause, including exceeding the occupancy limit, holding a party, seriously disturbing neighbours or the community, unlawful use of the property or refusal to leave the accommodation where required, may justify immediate termination of the stay. The Company will endeavour to assess the circumstances and notify the guest of the measure. Termination for a reason attributable to the guest will not entitle the guest to a refund for unused nights, The guest's mandatory statutory rights remain unaffected, as does any claim for substantiated damage.
The guest will allow the Company, the owner or authorised personnel to access the accommodation where reasonably necessary to deal with an emergency, carry out an essential repair, verify a reported incident or comply with legal obligations, while seeking to cause the least possible inconvenience.
8.- Pets, smoking prohibition and specific rules
Pets will only be permitted where expressly authorised in the accommodation listing or confirmation. The guest must disclose the presence of pets during the booking process and comply with the specific conditions, including any applicable supplement if it was disclosed in advance.
The person responsible for the pet must prevent damage, excessive soiling, noise or disturbance. Pets may not access areas or facilities subject to a specific prohibition, including the swimming pool where stated in the listing or house rules.
Unless expressly authorised, smoking inside the accommodation is prohibited. A breach may result in a charge solely for the substantiated costs of any necessary extraordinary cleaning, deodorisation, repair or replacement.
The accommodation's specific rules — including those relating to the swimming pool, parking, barbecue, climate control, waste, noise and common areas — will form part of the booking when provided before or during check-in. The guest must comply with them and will be responsible for substantiated damage or costs arising from non-compliance.
9.- Condition of the accommodation, inventory, damage and cleaning
The guest must inform the Company, as soon as reasonably possible after becoming aware of it, of any defect, damage or missing equipment observed on arrival or during the stay, in order to facilitate its inspection and remedy.
The guest will be responsible for damage caused during the stay by the guest, accompanying persons, authorised visitors or pets, unless it is shown that the damage is not attributable to the guest. The Company may claim the reasonable cost of repair or replacement, with the supporting documentation available.
On departure, the accommodation must be left in a reasonable state of order and use: waste removed in accordance with the instructions, basic utensils used cleaned and put away, furniture in its place, windows and doors closed, lights, heating and air conditioning switched off, and the barbecue cleaned if it has been used.
If the barbecue is left uncleaned after use, a cleaning supplement of 50 euros may be applied, provided that this amount was shown before booking or in the accepted specific conditions. Ordinary cleaning included in the booking does not exclude the possibility of charging for extraordinary cleaning that is objectively necessary due to an abnormal condition of the accommodation, in accordance with clause 4.
10.- Utilities, services, works and external circumstances
The Company will endeavour to ensure that the accommodation and advertised services are available and fit for use at the start of the stay.
The Company cannot guarantee that there will be no temporary interruptions to water, electricity, internet, telecommunications, television or other utilities where they are due to general outages, actions taken by service providers, authorities or third parties outside its reasonable control. In such cases, the Company will take the reasonable measures available to it to manage the incident and mitigate its effects.
The Company is not responsible for occasional disturbance arising from construction works, traffic, third-party activities, weather conditions or other external circumstances outside its control. If, before the booking, it is aware of works or circumstances that can reasonably be expected to materially affect the stay, it will endeavour to provide information about them in the listing or before confirmation.
This clause does not exclude any liability that may arise from breaches attributable to the Company or the accommodation owner, or from a failure to carry out required maintenance.
11.- Incidents, assistance and complaints
The guest must report any incident during the stay as soon as reasonably possible and preferably within 24 hours of becoming aware of it, using the contact details stated in the confirmation. This communication allows the Company to assess and, where appropriate, remedy the incident.
Late notification of an incident does not limit the guest's statutory rights, but may be taken into account where it has reasonably prevented the incident from being inspected or resolved during the stay.
Complaints may be sent to [email protected] or to the address stated in the heading. The Company will provide information on official complaint forms and any other applicable consumer assistance mechanisms.
Requests for compensation should include, as far as possible, a description of the facts, dates, previous communications and available documentation. The Company will respond within a reasonable timeframe, taking into account the complexity of the incident.
12.- Cancellations, amendments, no-show and early departure
The specific cancellation policy will be the one clearly stated for the selected rate and in the booking confirmation. Unless a different condition is stated, the following policy will apply:
Days will be calculated by reference to the scheduled arrival time. Rates expressly identified as non-refundable will be governed by the conditions shown before completing the booking.
Requests for amendments are subject to availability and the rate applicable to the new dates. The Company may offer alternatives but is not obliged to accept them.
In the event of a no-show or voluntary early departure by the guest, no refund will be due for unused nights or services, unless the specific conditions or applicable law provide otherwise.
Guests are advised to have travel insurance covering, where applicable, cancellation, illness, accident, loss of luggage or other personal contingencies.
13.- Inability to provide the accommodation, relocation and force majeure
If, before or during the stay, the accommodation cannot be made available to the guest in accordance with the essential conditions confirmed for a reason attributable to the Company or the owner, the Company will endeavour, where feasible, to offer a reasonable alternative with equivalent or better characteristics at no additional cost to the guest.
If a reasonable alternative cannot be offered, or the guest does not accept it on reasonable grounds, the amounts corresponding to services not provided will be refunded, Any rights available to the guest under applicable law remain unaffected.
Neither party will be liable for non-performance caused by unavoidable, extraordinary events outside its reasonable control, including natural disasters, decisions by authorities, conflicts, public health emergencies, widespread interruptions to transport or utilities and legal restrictions. In such cases, the parties will endeavour to agree, according to the circumstances and applicable law, on a change of dates, credit for a future stay, a reasonable alternative or termination of the affected part of the booking.
14.- Long stays and additional utility charges
For stays longer than 10 nights, for low-season rates or where stated in the listing, additional charges may apply for the use of electricity, water, gas, air conditioning, heating or other specific services.
The existence of these supplements, their amount, calculation method, reference period and method of payment will be disclosed before booking and stated in the confirmation. No additional utility charge that has not been previously disclosed or agreed will be required, except for damage or breaches governed by these conditions.
15.- Personal data protection
Personal data provided during the booking and stay will be processed by the Company to manage the booking, assist the guest, process payments and refunds, comply with legal obligations and deal with incidents or complaints.
Full information on controllers, purposes, legal bases, recipients, retention periods and the exercise of rights can be found in the Privacy Policy available at https://edelweiss-holidayhomes.com/en/privacy-policy
The person making the booking declares that they have informed the other guests whose data they provide and, where applicable, that they have a lawful basis to disclose such data to the Company for purposes connected with the booking and compliance with legal obligations.
16.- Intellectual property and use of the website
The contents of the website, including texts, photographs, trademarks, designs, logos and graphic elements, belong to the Company or their respective rights holders and are protected by applicable law.
Their reproduction, distribution, alteration or commercial use without the prior written authorisation of the rights holder is not permitted, except where legally allowed.
17.- Applicable law and dispute resolution
These conditions and each booking will be governed by Spanish law, Any mandatory consumer protection rules that may apply remain unaffected.
Disputes will be submitted to the courts and tribunals having jurisdiction under applicable law. This clause does not limit consumers' rights under the applicable rules on territorial jurisdiction.
Before initiating court proceedings, the parties may attempt to resolve the matter amicably through the stated contact channels, without waiving any legal action or right.
18.- Amendment of the conditions and partial invalidity
The conditions applicable to each booking will be those in force and accepted at the time the booking is completed. Subsequent amendments will not affect bookings already confirmed, unless required by applicable law or expressly accepted by the guest.
If any provision of these conditions is declared wholly or partially invalid, this will not affect the validity of the remaining provisions. The affected provision will, as far as possible, be interpreted or replaced in a manner consistent with its purpose and applicable law.
19.- Contact
For enquiries, assistance during the stay or communications relating to the booking, the guest may contact:
Edelweiss Holiday Homes
Email: [email protected]
Telephone: +34 638 499 141
Address: C/Miraflor, 22G, 03700 Denia - Spain
ANNEX. INFORMATION THAT MUST BE SHOWN BEFORE PAYMENT
For each booking, the website and confirmation must clearly show the following information before the guest assumes the obligation to pay: