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Ibiza Rocks Hotel and Budget Apartments

Terms & Conditions

These booking conditions together with the other information contained on this website form the basis of your contract with LIVEMUSIC EVENTS S.L. Please read them carefully as they set out our respective rights and obligations.

We do not sell or offer for sale any “packages” or act as an “organiser” within the meaning of The Package Travel, Package Holidays and Package Tours Regulations 1992.

Read more

INTRODUCTION

1.1 Booking of Travel Suppliers products through this web site (the “Site”) is subject to these terms and conditions (the “Terms and Conditions”) and the specific Booking conditions of your relevant Travel Supplier(s). It is your responsibility to ensure that you have read, understood and agree both prior to booking.

1.1 a) Travel; Suppliers; Livemusic Events SL act as an interface between you and various third party suppliers of travel services (“Travel Suppliers”) through which you can book any product(s) you choose as a result of the searches performed through our website. Travel Suppliers include, among others, hotels, hotel chains, airport transfer providers.

1.1b) When Livemusic Events SL process your booking the contract for the travel services you choose will be between you and the Travel Supplier. The Travel Suppliers’ Booking Conditions are stated below and will apply to your booking and you must agree them before Livemusic Events SL can process your booking request.

1.2 In these conditions a reference to:

a) “you”, “your” means the person making the booking and everyone else named on the booking (including anyone added or substituted at any time);

b) the “Lead Name” means the person identified on the booking confirmation as the “lead name” and to whom the invoice for the accommodation will be addressed;

c) “Accommodation” means the hotel room(s), apartment(s) or other form of accommodation and related services or products that you have booked or wish to book through the site;

d) “Hotel” means, as the context requires, the hotel in which a particular hotel room or apartment block is situated;

e) Accommodation Provider means the owner and/or provider of the Accommodation;

f) We”, “us”, “our” mean LIVEMUSIC EVENTS SL a company registered in Spain with registration number B57615809 and registered address at Travesia del Mar 7 Bajos 07820 San Antonio, Baleares, Spain;

g) LIVEMUSIC EVENTS SL. is covered by an INDIVIDUAL DEPOSIT sum to the limit of 60,000 euros, to guarantee the economic responsibilities in case the obligations are not met before the consumers and end-users – Art 10 of Decree 13/2011, on  25 February – , which it is established that the general provisions necessary to have the freedom of establishment and provision of touristic services, the regulation of the declaration responsible and simplification of the administrative  procedures related to tourism.

1.3 Please read the Terms and Conditions carefully. They apply to all bookings made with LIVEMUSIC EVENTS SL. and to all members of your party.

CONTRACT FOR ACCOMMODATION AND AIRPORT TRANSFERS (if applicable)

2.1 Your contract of accommodation for Ibiza Rocks Hotel and Apartments is with IBIZA ROCKS HOTEL PROMOCIONES S.L. Airport transfers (if applicable) are contracted and fulfilled by VIAJES URBIS with whom responsibility lies to fulfil this service. We accept no liability in relation to any other arrangements that you book or for the acts or omissions of the Accommodation Provider or other person(s) or party (ies) connected with such arrangements.

2.2 It is important to check carefully the details of your booking. If you want to cancel or change your booking later, you may have to pay amendment or cancellation charges (set out below). These can be the full price of the accommodation or transfer booked.

2.3 In parties of two or more people, the person who makes the booking, entering their name as the “Lead Passenger”, accepts responsibility for making all payments to us for all members of the party. We will send all vouchers and other information to the “Lead Passenger”, who is responsible for ensuring that the other members of the party are kept fully informed.

2.4 Ibiza Rocks Hotel & Apartment accommodation is available to ADULTS ONLY. We will only accept bookings and check-in those aged 18 + at the time of arrival to the accommodation. This is a strict policy and those under age will be refused check-in. We will not be held responsible for any bookings made that do not follow this procedure. No refunds can be administered if this rule in not followed.

PAYMENT

3.1 All prices are set in the EURO currency, prices displayed in any other currency (including GBP sterling) are INDICATIVE ONLY. Any price presented on the website when selecting any other currency than EURO’s (including GBP Sterling) are based on an indicative exchange rate. Upon checkout, depending on your payment method and card supplier, you may be given the option to pay in another currency (including GBP Sterling). If you choose to pay in Sterling the final price charged to your account will depend on both the rate of any commissions applied by the card payment provider together with the effect of any differential in the exchange rate applied by your own bank / card provider compared to our indicative rates. Your invoice will show the confirmed Euro rate and payments paid in Euros.

3.2 If your holiday is above ten (10) weeks prior to departure you will be paying a deposit of 25% of the total cost of your booking. You can choose to pay instalments before the 10 week deadline; this is VIA MANAGE MY BOOKING. Euro payment terms apply when making payment. Note this service is not available until 01/04/17.

The full balance of your booking will be paid 70 days (10 weeks) before your hotel check in date. This will automatically be deducted from your chosen payment method.

You will incur a late payment fee of €30 if the balance payment fails.

If you book within 70 days (10 weeks) of your check in date then the full payment will be required.

There are at times limited rooms available with the option to pay the full amount and save 5% of your room total, this will make the booking 100% nonrefundable and will be on step one (1) of the booking flow.

3.3 If we have still not received full payment for your booking after 14 days of the due date, deposits will be lost and bookings will be cancelled. Bookings may be reinstated, however will be subject to availability and prices will be adjusted according to the rates on the day. By paying a deposit or the full amount, you are entering a contract and accepting these booking conditions.

3.4 Payments may be made by any major credit or debit card. We use sophisticated encryption technology to ensure your credit card details are secure. It may be possible that we could accept a bank transfer payment should you not have a credit or debit card. We do not accept laser cards or cash cards.

3.5 If a booking is made within 72 hours of departure it is compulsory that the credit card used to confirm the booking is presented to the Hotel reception at check-in. Failure to present this card may mean the reservation is rejected unless a cash payment is made to the Hotel.

3.6 Payment for incidental extras (e.g. refreshments from the bars and diners, telephone charges, air conditioning and WIFI access in the room etc.) has to be made directly to the Accommodation Provider when you check out.

3.7 Your payment will be fully invoiced by LIVEMUSIC EVENTS SL a company registered in Spain with registration number B57615809 and registered address at Travesia del Mar 7 Bajos 07820 San Antonio, Baleares, Spain;

CONFIRMATION OF YOUR HOTEL BOOKING

Once your payment has been received and processed we will send you a CONFIRMATION INVOICE to the email address you provided during the booking process. Once the final balance has been paid we will send you another email with your ACCOMMODATION VOUCHER.

AIRPORT TRANSFERS

5.1 We are pleased to be able to offer you direct airport to hotel transfers bookable up to three working days before departure via a third party company Viajes Urbis. In order to book a transfer you must provide your flight details. The details of your transfer are provided on your AIRPORT TRANSFER VOUCHER that will be sent to you by email on receipt of final payment. Please ensure you print a copy of this voucher as you will be required to present it at the Transfer Desk in the airport on arrival. Information on the transfer collection point will be detailed on your AIRPORT TRANSFER VOUCHER.

5.2 Failure to confirm correct flight details will result in the transfer being void and non- refundable, if there are any errors contact us immediately. We cannot make any changes to a booking within 72 hours of departure. If you need the service to be split to accommodate different flight arrival times this must be done up to 3 days of departure.

5.3 If you are severely delayed coming through the airport due to luggage or any other reason (NOT FLIGHT DELAYS) please ensure you contact the transfer company using the phone number on your transfer voucher to advise them of your delay, or visit the Viajes Urbis transfer desk in arrival hall to advise them. Customers who are delayed for an hour or more without letting the transfer company know will be deemed as no shows and transfers will not be valid.

ON ARRIVAL AT THE HOTEL

6.1 When you arrive at the Hotel you will be required to present your ACCOMMODATION VOUCHER to the reception staff that will be retained by the Hotel staff for internal use. The accommodation provider will need your PASSPORT(S) on arrival as they are required to take some essential information by law.

6.2 Ibiza Rocks Hotel & Apartments are lively, party hotels however rules do need to be in place to ensure you and our other hotel guests get everything they need from their holiday, including sleep! On Check-In you will be asked to sign a form acknowledging the HOTEL STANDARDS and a copy will be provided for your information. When you book Accommodation through IBIZA ROCKS HOTEL PROMOCIONES S.L, you accept responsibility for the proper conduct of yourself and your party during your stay. The Accommodation Provider reserves the right to terminate the agreement if at any time you or any member of your party, in their reasonable opinion, conduct is improper. Full cancellation charges will then apply and no refund will be given. Furthermore, we or the Accommodation Provider shall be under no obligation whatsoever to pay compensation or meet any costs or expenses you may occur as a result of their terminating your stay in accordance with this paragraph.

If your actions or those of any member of your party cause damage to the accommodation in which you are staying, you agree to fully indemnify us against any claim (including legal costs) made against us by the Accommodation Provider. You will also be liable to make a reimbursement before the end of your stay to the Accommodation Provider for any such damage caused.

6.3 BREAKAGE DEPOSIT is required in Ibiza Rocks properties; you will be required to pay a deposit per room in case of breakages. This is 60 Euros per room; this must be paid in EUR cash to reception on arrival. This will be collectable from Reception at 4pm on the day you leave, subject to there being no chargeable breakages. It is your responsibility to collect these funds on check out, funds will not be refunded once you have left the resort.  The Accommodation Provider supplies a room inventory list within each room that you should check against the contents of your room. If anything is missing or you notice anything broken then please report this to the host team or reception within 24 hours and we will replace or repair it wherever possible. Please note it is important that you do report this information to reception as you may be charged.

6.4 HOTEL CHECK IN TIMES at Ibiza Rocks is from 16:00hrs, although if your room is ready, you will be able to check in sooner. During busy times sometimes your room may take longer so please be patient if this is the case. The reception is open 24 hours a day; if you arrive in the early hours of the morning please book your room from the day before to ensure you can check in straight away. There are luggage rooms and showering facilities for you if have a waiting period between check in times.

6.5 SPECIAL REQUESTS – If you have any special requests that do not form part of the standard services for the Accommodation please let us know in writing at the time of booking. We will pass on all such requests to the relevant Accommodation Provider, but unfortunately cannot guarantee that they will be met. Further, if the Accommodation Provider is unable to meet such requests, neither we nor they can have any liability to you in this respect.

6.6 PERSONAL BELONGINGS – For peace of mind personal belongings and items of value should be kept in the in room safety deposit box. These boxes are available for a small daily payment from reception. We accept no liability whatsoever for any accident, loss or damage to your property unless such loss is demonstrably due to our negligence. LOST PROPERTY – we or the hotel accept no responsibility for any property left / lost at the hotel.

6.7 HOUSEKEEPING – The Hotel(s) endeavour to provide a housekeeping service 3 times per week. Bed linen changes take place at least once per week. If the housekeeping team is unable to access your room during the day due to your occupation, please advise reception and housekeeping will visit your room as soon as possible. PLEASE NOTE: our cleaners are not allowed to move your belongings and will only clean your room if they are able to access the surfaces, therefore if you wish your room to be cleaned please leave all areas tidy.

6.8 HOTEL CHECK OUT time is 11am. It may be possible for you to keep your room on until the early evening on the day of departure should your room not be allocated to incoming guests. Please request late check out on arrival as price and availability varies depending on dates of stay. This cannot be booked before travel. Please be advised your wristband will be removed on check out and although you may use the facilities you will no longer have hotel events included. You may purchase tickets in the hotel for these if applicable.

All properties provide shower and changing facilities should you have already checked out and require them on departure day.

6.9 TOURISM TAX – Customers visiting the Balearic Islands are required to pay a Sustainable Tourism Tax which was introduced by the Spanish authorities for all stays since 01/07/16. This tax will be collected by the hotel / apartments at the time of check in and will be €1.00 per person per day.

HOTEL ENTERTAINMENT PROGRAMME

7.1 The main “Ibiza Rocks” live events for 2017 will take place on a Monday or Tuesday in the Ibiza Rocks Hotel on selected dates in July and August. “Pool Parties” and other branded events will take place in the Ibiza Rocks Hotel on selected dates in June, July, August and September. All event programs, days and dates are subject to change. Any specific artists or event programs presented at time of booking are not guaranteed to be the eventual artist or event program operated during your stay. However, where an artist has been announced at the time of you booking, the conditions of 7.4 below will apply.

For guests staying in the Ibiza Rocks Hotel or Ibiza Rocks Budget Apartments your stay includes general admission entry to all events taking place in the Ibiza Rocks Hotel during the dates of your stay up to the time of check out. Any Ibiza Rocks Group promoted events that take place outside of the Ibiza Rocks Hotel venue are not included and may be subject to an additional charge. VIP upgrades for all events available on request. We will start to announce the line up and weekly programme from January 2017 onwards, for updates check out www.ibizarocks.com

7.2 The Ibiza Rocks Apartments are located a short walk, 200 metres, from the main hotel. This is an alternative property and all our guests will gain access to the main resort daily.

7.3 During the live events only the guests booked into the room will be allowed to watch the event from the balcony. Any additional guests on the balcony will be removed by security.

7.4 NON-APPEARANCE OF HEADLINE ACT OR GIG CANCELLATION- If the headline band/act that plays during your stay at the Hotel does not perform or is replaced you will have the option to not attend the concert and receive a refund of the appropriate entertainment supplement. Please note that this applies only if the band/act had been announced at the time you made your booking with us. If the gig is cancelled completely then you will be entitled to a refund of the appropriate entertainment supplement for this event.

COMPLAINTS PROCEDURE

8.1 If you have a complaint while you are staying at the Accommodation, you must inform our Host Team in resort immediately in order to give them the chance to resolve the problem. A holiday report form MUST be completed with a member of our host team whilst you are in resort. Any right to compensation will be lost if you fail to do this. If you are not offered a report form please ask to speak with our Customer Service Manager.

8.2 If the issue is not resolved to your satisfaction, you should contact our Customer Service Manager via the host team. We will act as an intermediary to try and rectify the problem. In the event that we are unable to do so and you wish to take matters further, you must do so directly with the Accommodation Provider concerned.

8.3 If you made a booking through an agent or third parties please direct any complaints to the booking agent in the first instance, they will make contact with the Accommodation Provider on your behalf to get a resolution.

CANCELLATIONS OR AMENDMENTS

If you want to change any aspect of your booking after we have sent your confirmation, we will do our best to help. However, there is no obligation to make any change. Should you wish to cancel your booking completely then the following cancellation charges will apply:

If you cancel your stay more than 70 days before your Check In Date = loss of deposit amount.

If you cancel your stay between 28 and 70 days before your Check In Date = loss of 50% of total booking amount

If you cancel your stay between 15 and 27 days before Check In Date = loss of 75% of total booking amount

If you cancel your stay less than 14 days before Check In Date = loss of 100% of total booking amount

CANCELLATIONS or PART CANCELLATIONS must be received in writing via email to either sales@ibizarocks.com or holiday@ibizarocks.com. Please quote the Booking Reference in all correspondence.

If you have made a reservation that includes ‘PAY IN FULL AND SAVE 5%’, you will not be able to cancel or transfer the cost of your booking total to alternative dates. This option is 100% non-refundable & non-transferable.

Certain AMENDMENTS like name changes can be done online through MANAGE MY BOOKING, the log in details for which are detailed in your confirmation email. Note – This facility is not available until 01/04/17.

Should you wish to make ANY changes to your booking then this will need to be done through our Sales Team via the email listed above. An ADMINISTRATION FEE of 30 Euros per change will apply to ALL amendments if our Sales Team is involved in addition to any cancellation fees.

If you wish to make any change to your booking while on holiday (e.g. upgrading accommodation or extending your stay), all requests are subject to availability and any extra cost must be paid immediately direct to the Accommodation Provider.

In the unforeseen circumstance that we cannot fulfil your accommodation booking in full or part of, then we will endeavour to provide accommodation of a similar standard (star rating). In this instance access to the Ibiza Rocks Hotel and events will still be part of the booking. In this circumstance we will compensate each member of the party a maximum of €50 per person in the form of vouchers to be used at Ibiza Rocks Hotel. This will be in full and final settlement.

TRAVEL INSURANCE

We strongly recommend that you take out adequate and comprehensive Holiday Insurance for peace of mind and for cancellation cover. It is your responsibility to check you have adequate insurance cover. The insurance should cover, amongst other things, the cost of cancellation by you, all medical costs and the cost of assistance including return to the UK in the event of an accident or illness. You should also insure your personal belongings to the value of goods you bring with you on holiday.

GENERAL INFORMATION

Maintenance, changes and improvements take place all year round. No compensation will be offered if a facility is unavailable, but the Accommodation Provider will endeavour to provide a suitable alternative. During the quiet months only one restaurant or bar may be open.

We cannot be held responsible for the failure of public services (e.g. water, gas, electricity etc.) or for any disturbance that is beyond our control. In all cases including personal injury or death, our liability to you for the total of all claims arising out of your holiday with us, is limited to the cost of the booking.

All prices are correct at the time of publication, but may change without notice, with the exception of confirmed bookings. Confirmed bookings will not alter.

All Ibiza Rocks properties and facilities are exclusive to customer use only; outside guests will not be permitted access to the hotel without a valid wristband

The Hotels reserve the right to refuse any booking.

Sol House Mixed By Ibiza Rocks

Terms & Conditions

These booking conditions together with the other information contained on this website form the basis of your contract with LIVEMUSIC EVENTS S.L. Please read them carefully as they set out our respective rights and obligations.

We do not sell or offer for sale any “packages” or act as an “organiser” within the meaning of The Package Travel, Package Holidays and Package Tours Regulations 1992.

Read more

INTRODUCTION

1.1 Booking of Travel Suppliers products through this web site (the “Site”) is subject to these terms and conditions (the “Terms and Conditions”) and the specific Booking conditions of your relevant Travel Supplier(s). It is your responsibility to ensure that you have read, understood and agree both prior to booking.

1.1 a) Travel; Suppliers; Livemusic Events SL act as an interface between you and various third party suppliers of travel services (“Travel Suppliers”) through which you can book any product(s) you choose as a result of the searches performed through our website. Travel Suppliers include, among others, hotels, hotel chains, airport transfer providers.

1.1b) When Livemusic Events SL process your booking the contract for the travel services you choose will be between you and the Travel Supplier. The Travel Suppliers’ Booking Conditions are stated below and will apply to your booking and you must agree them before Livemusic Events SL can process your booking request.

1.2 In these conditions a reference to:

a) “you”, “your” means the person making the booking and everyone else named on the booking (including anyone added or substituted at any time);

b) the “Lead Name” means the person identified on the booking confirmation as the “lead name” and to whom the invoice for the accommodation will be addressed;

c) “Accommodation” means the hotel room(s), apartment(s) or other form of accommodation and related services or products that you have booked or wish to book through the site;

d) “Hotel” means, as the context requires, the hotel in which a particular hotel room or apartment block is situated;

e) Accommodation Provider means the owner and/or provider of the Accommodation;

f) We”, “us”, “our” mean LIVEMUSIC EVENTS SL a company registered in Spain with registration number B57615809 and registered address at Travesia del Mar 7 Bajos 07820 San Antonio, Baleares, Spain;

g) LIVEMUSIC EVENTS SL. is covered by an INDIVIDUAL DEPOSIT sum to the limit of 60,000 euros, to guarantee the economic responsibilities in case the obligations are not met before the consumers and end-users – Art 10 of Decree 13/2011, on  25 February – , which it is established that the general provisions necessary to have the freedom of establishment and provision of touristic services, the regulation of the declaration responsible and simplification of the administrative  procedures related to tourism.

1.3 Please read the Terms and Conditions carefully. They apply to all bookings made with LIVEMUSIC EVENTS SL. and to all members of your party.

CONTRACT FOR ACCOMMODATION AND AIRPORT TRANSFERS (if applicable)

2.1 Your contract of accommodation for Sol House Mixed By Ibiza Rocks (Ibiza & Mallorca) is with MELIA HOTELS INTERNATIONAL S.A. Airport transfers (if applicable) are fulfilled by a third party, VIAJES URBIS with whom responsibility lies to fulfil this service. We accept no liability in relation to any other arrangements that you book or for the acts or omissions of the Accommodation Provider or other person(s) or party (ies) connected with such arrangements.

2.2 It is important to check carefully the details of your booking. If you want to cancel or change your booking later, you may have to pay amendment or cancellation charges (set out below). These can be the full price of the accommodation or transfer booked.

2.3 In parties of two or more people, the person who makes the booking, entering their name as the “Lead Passenger”, accepts responsibility for making all payments to us for all members of the party. We will send all vouchers and other information to the “Lead Passenger”, who is responsible for ensuring that the other members of the party are kept fully informed.

PAYMENTS

3.1 All prices are set in the EURO currency, prices displayed in any other currency (including GBP sterling) are INDICATIVE ONLY. Any price presented on the website when selecting any other currency than EURO’s (including GBP Sterling) are based on an indicative exchange rate.

Upon checkout, depending on your payment method and card supplier, you may be given the option to pay in another currency (including GBP Sterling). If you choose to pay in Sterling the final price charged to your account will depend on both the rate of any commissions applied by the card payment provider together with the effect of any differential in the exchange rate applied by your own bank / card provider compared to our indicative rates. Your invoice will show the confirmed Euro rate and payments paid in Euros.

3.2 If your holiday is above ten (10) weeks prior to departure you will be paying a deposit of 25% of the total cost of your booking. You can choose to pay instalments before the 10 week deadline; this is VIA MANAGE MY BOOKING. Euro payment terms apply when making payment. Note this service is not available until 01/04/17.

The full balance of your booking will be paid 70 days (10 weeks) before your hotel check in date. This will automatically be deducted from your chosen payment method. You will incur a late payment fee of €30 if we do not receive balance payment or contact from you within 7 days of the balance due date.

If you book within 70 days (10 weeks) of your check in date then the full payment will be required.

There are at times limited rooms available with the option to pay the full amount which incurs an extra discount, this will make the booking 100% nonrefundable and will be on step one (1) of the booking flow.

3.3 If we have still not received full payment for your booking after 14 days of the due date, deposits will be lost and bookings will be cancelled. Bookings may be reinstated, however will be subject to availability and prices will be adjusted according to the rates on the day. By paying a deposit or the full amount, you are entering a contract and accepting these booking conditions.

3.4 Payments may be made by any major credit or debit card. We use sophisticated encryption technology to ensure your credit card details are secure. It may be possible that we could accept a bank transfer payment should you not have a credit or debit card. We do not accept laser cards or cash cards.

3.5 Payment must be made in good time for clearance before we can confirm your booking. Your booking may be cancelled if you fail to make payment on time and you will be liable to pay the cancellation charges set out below.

3.6 If a booking is made within 72 hours of departure it is compulsory that the credit card used to confirm the booking is presented to the Hotel reception at check-in. Failure to present this card may mean the reservation is rejected unless a cash payment is made to the Hotel.

3.7 Payment for incidental extras (e.g. refreshments from the bars and diners, telephone charges, air conditioning and WIFI access in the room etc.) has to be made directly to the Accommodation Provider when you check out.

3.8 Your payment will be fully invoiced by LIVEMUSIC EVENTS SL a company registered in Spain with registration number B57615809 and registered address at Travesia del Mar 7 Bajos 07820 San Antonio, Baleares, Spain.

CONFIRMATION OF YOUR HOTEL BOOKING

Once your payment has been received and processed we will send you a CONFIRMATION INVOICE to the email address you provided during the booking process. Once the final balance has been paid we will send you another email with your ACCOMMODATION VOUCHER.

AIRPORT TRANSFERS

5.1 We are pleased to be able to offer you direct airport to hotel transfers bookable up to three working days before departure via a third party company Viajes Urbis. In order to book a transfer you must provide your flight details. The details of your transfer are provided on your AIRPORT TRANSFER VOUCHER that will be sent to you by email on receipt of final payment. Please ensure you print a copy of this voucher as you will be required to present it at the Transfer Desk in the airport on arrival. Information on the transfer collection point will be detailed on your AIRPORT TRANSFER VOUCHER.

5.2 Failure to confirm correct flight details will result in the transfer being void and non- refundable, if there are any errors contact us immediately. We cannot make any changes to a booking within 72 hours of departure. If you need the service to be split to accommodate different flight arrival times this must be done up to 3 days of departure.

5.3 If you are severely delayed coming through the airport due to luggage or any other reason (NOT FLIGHT DELAYS) please ensure you contact the transfer company using the phone number on your transfer voucher to advise them of your delay, or visit the Viajes Urbis transfer desk in arrival hall to advise them. Customers who are delayed for an hour or more without letting the transfer company know will be deemed as no shows and transfers will not be valid.

ON ARRIVAL AT THE HOTEL

6.1 When you arrive at the Hotel you will be required to present your ACCOMMODATION VOUCHER to the reception staff. The accommodation provider will need your PASSPORT(S) on arrival as they are required to take some essential information by law.

6.2 HOTEL CHECK IN TIMES at the Sol House Hotels is from 14:00hrs, although if your room is ready, you will be able to check in sooner. The reception is open 24 hours a day; if you arrive in the early hours of the morning please book your room from the day before to ensure you can check in straight away. There are luggage rooms and showering facilities for you if have a waiting period between check in times.

6.5 SPECIAL REQUESTS – If you have any special requests that do not form part of the standard services for the accommodation please let us know in writing at the time of booking. We will pass on all such requests to the relevant accommodation provider, but unfortunately cannot guarantee that they will be met. Further, if the accommodation provider is unable to meet such requests, neither we nor they can have any liability to you in this respect.

6.6 PERSONAL BELONGINGS – For peace of mind personal belongings and items of value should be kept in the in room safety deposit box. These boxes are available for a small daily payment from reception. The accommodation provider accepts no liability whatsoever for any accident, loss or damage to your property unless such loss is demonstrably due to negligence. LOST PROPERTY – we or the accommodation provider accept no responsibility for any property left / lost at the hotel.

6.7 HOUSEKEEPING – The accommodation provider endeavours to provide a daily housekeeping service with towel changes daily. Bed linen changes take place at least once per week.

6.8 HOTEL CHECK OUT time is 12.00am. It may be possible for you to keep your room on until the early evening on the day of departure should your room not be allocated to incoming guests. There will be a local charge for this facility.

All properties provide shower and changing facilities should you have already checked out and require them on departure day.

6.9 TOURISM TAX – Customers visiting the Balearic Islands are required to pay a Sustainable Tourism Tax which was introduced by the Spanish authorities for all stays since 01/07/16. This tax will be collected by the hotel at the time of check out and will be €1.50 per person per day.

HOTEL ENTERTAINMENT PROGRAMME (LIVE MUSIC EVENTS – IBIZA ONLY)

7.1 The main “Ibiza Rocks” live events for 2017 will take place on a Monday or Tuesday in the Ibiza Rocks Hotel on selected dates in July and August. For guests staying at the Sol House Ibiza Mixed By Ibiza Rocks your stay includes general admission entry to these events. Please note that one entry ticket per person per room will be provided. VIP upgrades for all events available on request. We will start to announce the line up and weekly programme from January 2017 onwards, for updates check out www.ibizarocks.com

Sol House Ibiza Mixed By Ibiza Rocks guests will also have guaranteed availability to ALL Ibiza Rocks events at a preferential rate, tickets will be available from the Mixologist team at the hotel.

COMPLAINTS PROCEDURE

8.1 If you have a complaint while you are staying at the accommodation, you must inform the hotel concierge team in resort immediately in order to give them the chance to resolve the problem to your satisfaction.

CANCELLATIONS OR AMENDMENTS

If you want to change any aspect of your booking after we have sent your confirmation, we will do our best to help. However, there is no obligation to make any change. Should you wish to cancel your booking completely then the following cancellation charges will apply:

If you cancel your stay more than 70 days before your Check In Date = loss of deposit amount.

If you cancel your stay between 28 and 70 days before your Check In Date = loss of 50% of total booking amount

If you cancel your stay between 15 and 27 days before Check In Date = loss of 75% of total booking amount

If you cancel your stay less than 14 days before Check In Date = loss of 100% of total booking amount

CANCELLATIONS or PART CANCELLATIONS must be received in writing via email to either sales@ibizarocks.com or holiday@ibizarocks.com. Please quote the Booking Reference in all correspondence.

Certain AMENDMENTS like name changes can be done online through MANAGE MY BOOKING, the log in details for which are detailed in your confirmation email. Note – This facility is not available until 01/04/17.

Should you wish to make ANY changes to your booking then this will need to be done through our Sales Team via the email listed above. An ADMINISTRATION FEE of 30 Euros per change will apply to ALL amendments if our Sales Team is involved in addition to any cancellation fees.

If you wish to make any change to your booking while on holiday (e.g. upgrading accommodation or extending your stay), all requests are subject to availability and any extra cost must be paid immediately direct to the Accommodation Provider.

TRAVEL INSURANCE

We strongly recommend that you take out adequate and comprehensive Holiday Insurance for peace of mind and for cancellation cover. It is your responsibility to check you have adequate insurance cover. The insurance should cover, amongst other things, the cost of cancellation by you, all medical costs and the cost of assistance including return to the UK in the event of an accident or illness. You should also insure your personal belongings to the value of goods you bring with you on holiday.

GENERAL INFORMATION

Maintenance, changes and improvements take place all year round. No compensation will be offered if a facility is unavailable, but the Accommodation Provider will endeavour to provide a suitable alternative.

We cannot be held responsible for the failure of public services (e.g. water, gas, electricity etc.) or for any disturbance that is beyond our control. In all cases including personal injury or death, our liability to you for the total of all claims arising out of your holiday with us, is limited to the cost of the booking.

All prices are correct at the time of publication, but may change without notice, with the exception of confirmed bookings. Confirmed bookings will not alter.

The Hotel(s) reserve the right to refuse any booking.