Booking Terms and Conditions Condiciones de Reserva y Estancia

1. Scope and acceptance1. Ámbito de aplicación y aceptación

1.1 These Terms govern the booking, access, occupation, use and departure of accommodation marketed, operated or managed under the Stay Homy brand.

1.2 They apply regardless of whether the reservation is made:

• directly through Stay Homy;
• through a booking platform, travel agent or other intermediary;
• by email, telephone or another authorised sales channel; or
• by a person booking on behalf of other occupants.

1.3 By completing a reservation, the Lead Guest confirms that, before becoming bound by the booking, they were given access to and accepted:

• these Terms;
• the property listing and material information about the Accommodation;
• the selected rate and cancellation conditions;
• any property-specific conditions or house rules disclosed before booking; and
• where applicable, the terms of the Booking Channel used to make the reservation.

The Booking Confirmation records the accepted reservation once issued and forms part of the booking agreement in accordance with Section 6.

1.4 The Lead Guest accepts these Terms on their own behalf and must bring them, together with the Property Rules, to the attention of every other Guest. This does not make the Lead Guest responsible for obligations that cannot legally be transferred, but the Lead Guest is responsible for the accuracy of the booking information and for the conduct of the booking party to the extent permitted by law.

1.5 Nothing in these Terms limits any right or remedy that cannot legally be excluded or restricted.

2. Stay Homy and contact details2. Stay Homy y datos de contacto

“Stay Homy” is a trading name operated by:

Stay Homy Solutions, S.L.
Spanish Tax Identification Number (NIF): B56811417
Business and correspondence address: Av. Alberto Alcocer, 10, 28036 Madrid, Spain

3. Definitions3. Definiciones

For the purposes of these Terms:

Accommodation means the apartment, house, villa, room, building unit or other temporary accommodation identified in the Booking Confirmation.

Accommodation Provider means the person or legal entity that contracts with the Guest to provide the Accommodation. Depending on the property, this may be Stay Homy or a third-party owner or authorised operator.

Booking Channel means the website, platform, travel agent, tour operator or other channel through which a reservation is requested or made, including platforms such as Holidu, Airbnb, Booking.com, Vrbo, Expedia and similar services.

Booking Confirmation means the written or electronic confirmation issued by Stay Homy, the Accommodation Provider or the Booking Channel confirming the reservation.

Booking Documents means, collectively, the property listing, selected rate, cancellation policy, Booking Confirmation, payment schedule, property-specific conditions, Property Rules and any other information expressly incorporated into the booking before confirmation.

Guest means the Lead Guest and every other person who stays at, visits or is permitted to use the Accommodation in connection with the booking.

Lead Guest means the person who makes the reservation or in whose name the reservation is made.

Property Rules means the rules specific to the Accommodation, building or community, as disclosed in the listing, booking process, Booking Confirmation, digital guest guide or other documentation provided before arrival. Property Rules may clarify operational and safety matters but may not retrospectively introduce undisclosed material charges or materially reduce the Guest’s contractual rights.

Total Price means the total amount payable for the booking as disclosed before confirmation, subject only to charges that are expressly permitted by these Terms, the Booking Documents or applicable law.

References to Stay Homy, we, us or our describe Stay Homy’s operational role. Where Stay Homy acts as an agent, those expressions do not change the identity of the Accommodation Provider or make Stay Homy the owner of the Accommodation.

4. The role of Stay Homy and the identity of the Accommodation Provider4. La función de Stay Homy y la identidad del Proveedor del Alojamiento

4.1 Stay Homy as direct Accommodation Provider
For some properties, Stay Homy operates the Accommodation in its own name. In those cases:

• Stay Homy is the Accommodation Provider;
• the accommodation contract is concluded directly between Stay Homy and the Lead Guest; and
• Stay Homy is responsible for the provision of the Accommodation and the services it has agreed to provide, subject to the Booking Documents, these Terms and applicable law.

4.2 Stay Homy as authorised property manager and booking agent
For other properties, Stay Homy acts as the authorised property manager, booking agent and, where applicable, payment collection agent for a third-party owner or authorised operator. In those cases:

• the identified owner or authorised operator is the Accommodation Provider;
• the accommodation contract is concluded between the Accommodation Provider and the Lead Guest;
• Stay Homy administers the booking and performs the management or guest-support services entrusted to it; and
• Stay Homy may manage availability, pricing, communications, payment collection, guest registration, access, check-in, cleaning, maintenance coordination, support, complaints and other operational matters on behalf of the Accommodation Provider.

Stay Homy remains responsible for the services and obligations it performs in its own name and for its own acts or omissions. Acting as manager or agent does not, by itself, make Stay Homy the owner or direct provider of the Accommodation.

4.3 How the applicable provider is identified
Where the Accommodation Provider is a person or entity other than Stay Homy, that provider will be expressly identified in the property information, Booking Confirmation or other Booking Documents made available to the Guest before or at confirmation.

Unless a different Accommodation Provider is expressly identified in the Booking Documents made available to the Guest, Stay Homy will be treated as the Accommodation Provider for the purposes of the guest-facing accommodation contract. This rule is intended to avoid uncertainty for the Guest and does not prevent any other person from being responsible where mandatory law so provides.

4.4 Payments collected on behalf of the provider
Where Stay Homy collects payment as an authorised agent, a payment properly made to Stay Homy or to the Booking Channel for the booking will discharge the Guest’s corresponding payment obligation to the Accommodation Provider to the extent of the amount received.

5. Reservations through Booking Channels5. Reservas a través de Canales de Reserva

5.1 Where a reservation is made through a Booking Channel, the Guest may also be bound by that channel’s terms.

5.2 The Booking Channel’s terms and procedures may govern matters controlled by that channel, including:

• account use and platform communications;
• payment processing and payment schedules;
• platform service fees;
• cancellation requests and refund processing;
• security-deposit or damage-claim procedures;
• chargebacks and payment disputes; and
• the platform’s own complaint or resolution process.

5.3 These Terms govern the accommodation relationship, the role of Stay Homy, access to and use of the Accommodation, Guest conduct, damage, incidents and the other matters addressed in this document.

5.4 A Booking Channel is not the Accommodation Provider unless its own booking documentation expressly states otherwise.

5.5 Where a request, cancellation, amendment or complaint must be submitted through the Booking Channel, the Guest must use that procedure so that it can be properly recorded and processed. This does not remove any mandatory right to contact the Accommodation Provider or Stay Homy directly.

6. Booking Documents and order of precedence6. Documentos de la Reserva y orden de prioridad

6.1 The complete booking agreement consists of:

• the mandatory law applicable to the booking;
• the property listing and information supplied before booking;
• the selected rate, Total Price, payment schedule and cancellation conditions;
• the Booking Confirmation;
• these Terms;
• the Property Rules; and
• where relevant, the Booking Channel terms for services controlled by that channel.

6.2 If there is an inconsistency, the following principles apply:

• mandatory law always prevails;
• a specific condition expressly agreed for the reservation prevails over a general condition dealing with the same matter;
• the Booking Confirmation and selected rate prevail over these Terms in relation to the specific dates, price, payment schedule, occupancy, included services and cancellation conditions;
• these Terms prevail over later operational instructions that were not disclosed before booking, except where a later instruction is reasonably necessary for safety, legal compliance or access and does not materially alter the booking; and
• Booking Channel terms prevail only in relation to services or procedures controlled by that Booking Channel.

6.3 No document may be interpreted as removing a mandatory consumer right.

7. Formation of the booking7. Formalización de la reserva

7.1 A listing or advertisement is an invitation to make a booking and is not, by itself, a binding offer.

7.2 A booking becomes binding when the reservation is accepted and a Booking Confirmation is issued by Stay Homy, the Accommodation Provider or the Booking Channel.

7.3 A booking request, pending payment attempt, saved itinerary, provisional hold or unanswered enquiry does not guarantee availability.

7.4 Payment and guest-registration obligations may fall due after confirmation. Failure to comply with them may permit suspension, cancellation or refusal of access in accordance with the Booking Documents, these Terms and applicable law, but does not change the date on which the booking was originally confirmed.

7.5 The Guest should review the Booking Confirmation promptly and report any incorrect dates, occupancy, property, contact details or other material information without undue delay.

8. Property information, photographs, availability and manifest errors8. Información de la propiedad, fotografías, disponibilidad y errores manifiestos

8.1 Stay Homy and the Accommodation Provider will make reasonable efforts to ensure that property descriptions, photographs, facilities, availability and prices are accurate and not misleading.

8.2 Photographs are intended to represent the Accommodation. Minor changes to furniture, decoration, equipment or layout may occur where they do not materially reduce the standard, capacity or essential characteristics booked.

8.3 Facilities described as seasonal, shared, community-managed, subject to opening hours or provided by third parties may be affected by rules or decisions outside Stay Homy’s direct control.

8.4 An obvious typographical, technical or pricing error may be corrected before a booking is confirmed.

8.5 If a manifest and material error is discovered after confirmation, Stay Homy or the Accommodation Provider will contact the Guest promptly and propose a reasonable solution. The Guest will not be required to accept a material adverse change that was not part of the confirmed booking. Depending on the circumstances, the options may include honouring the confirmed booking, correcting the booking with the Guest’s agreement, offering a suitable alternative or cancelling and refunding the affected accommodation services.

9. Lead Guest, minimum age and authority to book9. Huésped Principal, edad mínima y autorización para reservar

9.1 The Lead Guest must be at least 18 years old, have legal capacity to contract and satisfy any higher minimum age expressly stated in the property listing.

9.2 The Lead Guest confirms that:

• the booking information is complete and accurate;
• they are authorised to use the selected payment method;
• they are authorised to make the booking for the other Guests;
• every Guest will comply with these Terms and the Property Rules; and
• the booking is not being made for unauthorised resale, subletting or commercial redistribution.

9.3 A person booking for others remains the main contact for the reservation and must ensure that all Guests receive the relevant information.

9.4 Stay Homy or the Accommodation Provider may request reasonable evidence of identity, age, authority or payment ownership where necessary to prevent fraud, comply with law or protect the booking party.

9.5 False identities, altered documents, unauthorised payment methods or deliberately misleading booking information may result in rejection, cancellation, refusal of access or termination of the stay, subject to proportionality and applicable law.

10. Temporary purpose of the Accommodation10. Carácter temporal del Alojamiento

10.1 Unless expressly agreed otherwise in writing, the Accommodation is supplied for the temporary purpose and fixed dates stated in the Booking Confirmation.

10.2 The Guest may not:

• use the Accommodation as a permanent or habitual residence;
• register third parties at the address without legal entitlement and prior written agreement;
• assign, transfer, resell or sublet the booking;
• grant occupation rights to another person; or
• use the Accommodation in a way that changes its agreed temporary accommodation purpose.

10.3 Nothing in these Terms excludes any right that arises automatically under mandatory housing, tenancy or consumer law. However, no additional right of continued occupation is created merely because the Guest receives mail, works remotely or stays for the confirmed period.

11. Occupancy, group bookings and special requirements11. Ocupación, reservas de grupo y requisitos especiales

11.1 The maximum occupancy is the number shown in the listing or Booking Confirmation and may never exceed the legal or licensed capacity of the Accommodation.

11.2 All overnight occupants must be included in the booking and registered where required.

11.3 Group bookings, bookings for several properties and bookings connected with events or particular operational requirements may be subject to additional conditions if those conditions are disclosed and accepted before confirmation.

11.4 Requests relating to accessibility, cots, highchairs, parking, bedding configuration, working space, pets or other special requirements are subject to the property description and written confirmation. A request is not guaranteed merely because it has been submitted.

11.5 The Guest must review the accessibility information and ask about any material need before booking. Stay Homy will provide available information honestly but cannot guarantee a feature that is not stated in the listing or expressly confirmed.

12. Prices, taxes, fees and currency12. Precios, impuestos, tasas y moneda

12.1 The Guest must pay the Total Price shown before booking and recorded in the Booking Confirmation, together with any later amount that is:

• expressly requested by the Guest for an additional service;
• clearly permitted by the Booking Documents;
• required by law; or
• properly due for documented damage, loss, exceptional cleaning or another breach of these Terms.

12.2 Depending on the booking, the Total Price may include or separately identify:

• the accommodation charge;
• cleaning fees;
• taxes and VAT, where applicable;
• tourism, visitor or local taxes;
• Booking Channel fees;
• additional Guest or pet fees;
• optional services;
• security deposits or payment-card pre-authorisations; and
• other charges clearly disclosed before confirmation.

12.3 A tourism or visitor tax may be collected separately where required by local or regional law, provided the Guest is informed of the charge or of the method by which it is calculated as required by applicable law.

12.4 Charges made in a currency different from the Guest’s account currency may be affected by exchange rates or bank fees applied by the Booking Channel, payment provider or card issuer. Stay Homy is not responsible for an exchange-rate margin imposed independently by a third party.

12.5 No charge will be imposed merely because it appears in internal operating procedures. A charge must have a contractual or legal basis and, where applicable, reflect a reasonable and documented cost.

13. Payment13. Pago

13.1 Payment must be made using the method and by the deadlines stated in the Booking Confirmation or Booking Channel.

13.2 Payment may be collected:

• directly by Stay Homy;
• by Stay Homy as authorised collection agent for the Accommodation Provider;
• directly by the Accommodation Provider;
• by the Booking Channel; or
• by an authorised payment processor.

13.3 If a payment is declined, reversed or not received by the applicable deadline, Stay Homy or the Accommodation Provider may request another payment method and, where permitted by the Booking Documents and law, suspend or cancel the booking.

13.4 The Guest must use only a payment method they are authorised to use and must not initiate an unjustified chargeback or payment reversal. A payment dispute does not remove any amount that is lawfully due, although the Guest retains the right to challenge an incorrect or unauthorised charge.

13.5 Payment-card information will be handled through the applicable payment provider and in accordance with the Privacy Policy and applicable security requirements.

14. Invoices14. Facturas

14.1 An invoice will be issued by the entity legally and fiscally responsible for the relevant accommodation service. Depending on the business model, this may be Stay Homy or the Accommodation Provider.

14.2 Stay Homy may issue or deliver an invoice on behalf of an Accommodation Provider where duly authorised.

14.3 A Guest requesting an invoice must provide complete and accurate billing details within the period reasonably communicated. Any legally required tourism or registration number may be included.

15. Security deposits and payment authorisations15. Depósitos de garantía y autorizaciones de pago

15.1 A security deposit or payment-card pre-authorisation may be required only where stated in the listing, Booking Confirmation or applicable Booking Channel conditions.

15.2 A pre-authorisation is not necessarily an immediate charge. The release time may depend on the issuing bank or payment provider.

15.3 Where permitted by law and the Booking Channel procedure, a security deposit or authorised payment method may be used to satisfy a properly supported claim for documented loss or a lawfully disclosed charge resulting from:

• damage to the Accommodation, its contents or common areas;
• missing items;
• lost keys, cards, remote controls or access devices;
• exceptional cleaning;
• unauthorised occupants, visitors, events, smoking or animals;
• fines or third-party charges directly caused by the Guest’s conduct; or
• another material breach that produces a documented loss.

15.4 A claim should be supported, where reasonably available, by photographs, inspection records, invoices, quotations, platform records or other relevant evidence. The Guest should be given a reasonable opportunity to respond.

15.5 The existence or amount of a security deposit does not limit liability for a greater proven loss, and it does not permit recovery of punitive, speculative or disproportionate sums.

16. Changes requested by the Guest16. Modificaciones solicitadas por el Huésped

16.1 Requests to change dates, occupancy, the Lead Guest, the Accommodation, included services or other booking details are subject to availability and written approval.

16.2 An approved change may result in a recalculated price, different cancellation conditions or additional charges that must be disclosed before the Guest accepts the change.

16.3 A request is not effective until confirmed in writing by Stay Homy, the Accommodation Provider or the Booking Channel.

16.4 Where the reservation was made through a Booking Channel, the change must normally be requested and completed through that channel.

16.5 The reservation may not be transferred, resold or assigned to another person without prior written approval and completion of any legally required identification process.

17. Cancellation, no-show and early departure by the Guest17. Cancelación, no presentación y salida anticipada por el Huésped

17.1 The cancellation policy applicable to the booking is the policy displayed and accepted before confirmation and recorded in the Booking Documents.

17.2 Cancellation conditions may vary according to the Accommodation, Booking Channel, rate, dates, length of stay, promotion and whether the rate is flexible or non-refundable.

17.3 The Guest must submit a cancellation through the Booking Channel or contact method specified for the booking. A message sent through a different channel may not be effective until received and matched to the reservation.

17.4 A no-show occurs when the Guest does not arrive or does not use the Accommodation and has not validly changed or cancelled the booking. A Guest who cannot access the Accommodation because of their own failure to complete a required payment, identification or check-in step may be treated in accordance with the applicable cancellation policy, subject to the circumstances and mandatory law.

17.5 Late arrival, early departure or voluntary non-use of part of the stay does not create an automatic right to a refund. This does not affect rights arising from a material failure by the Accommodation Provider or any mandatory law.

17.6 Refunds due under the cancellation policy will normally be processed through the original payment route or Booking Channel. Processing times imposed by banks, card issuers or platforms are outside Stay Homy’s direct control.

18. Statutory right of withdrawal18. Derecho legal de desistimiento

Accommodation services supplied for a specific date or period are not generally subject to the statutory fourteen-day right of withdrawal applicable to certain distance contracts. The Guest’s cancellation rights are therefore those stated in the Booking Documents and any rights granted by mandatory law.

19. Changes or cancellation by Stay Homy or the Accommodation Provider19. Modificaciones o cancelación por Stay Homy o el Proveedor del Alojamiento

19.1 A confirmed booking will not be changed or cancelled without a justified reason.

19.2 A change or cancellation may become necessary because of circumstances such as:

• serious damage or an urgent repair;
• a safety or habitability issue;
• utility failure that materially prevents the stay;
• a regulatory or authority restriction;
• loss of a legal right to operate the Accommodation;
• withdrawal of the property by a person legally entitled to do so;
• fraud, non-payment or a serious breach by the Guest; or
• an event outside reasonable control.

19.3 Where the reason is not attributable to the Guest, Stay Homy or the Accommodation Provider will assess the circumstances and offer one or more reasonable options, which may include:

• a reasonably comparable alternative Accommodation;
• a change of dates;
• a proportionate reduction or refund for affected services; or
• cancellation and refund of the accommodation services that cannot be provided.

19.4 The Guest is not required to accept a materially different replacement. Acceptance of an alternative resolves the obligation to provide the original Accommodation only to the extent expressly agreed.

19.5 This section does not restrict any additional remedy available under mandatory law.

20. Events outside reasonable control20. Eventos fuera de control razonable

20.1 Neither the Guest, Stay Homy nor the Accommodation Provider will be treated as having breached an obligation to the extent performance is prevented by an event that could not reasonably be controlled or avoided.

20.2 Such events may include severe weather, natural disaster, fire, flood, epidemic, civil disturbance, war, terrorism, government action, regulatory restriction, general strike, major public-utility failure or a comparable event.

20.3 The affected party must take reasonable steps to reduce the impact and resume performance where possible.

20.4 Where an event materially affects the stay, the parties will seek a fair and proportionate solution taking into account:

• the services actually available;
• the duration and seriousness of the disruption;
• the possibility of repair, relocation or rescheduling;
• the applicable Booking Channel procedure; and
• mandatory consumer rights.

20.5 This section is not a blanket exclusion of liability and does not apply where the event or its consequences should reasonably have been prevented or mitigated by the person relying on it.

21. Guest identification and registration21. Identificación y registro de Huéspedes

21.1 Every Guest must provide complete, accurate and valid information and identification where required for the reservation, guest registration, access control, fraud prevention or legal compliance.

21.2 Depending on the law applicable to the Accommodation, requested information may include:

• full name;
• identity-document or passport details;
• nationality and date of birth;
• usual residence and contact details;
• dates of arrival and departure;
• the relationship between travellers where legally required, particularly where minors are included; and
• other information required by the competent authorities.

21.3 Stay Homy, the Accommodation Provider or an authorised service provider may verify documentation manually or through a secure electronic process.

21.4 Guest registration obligations may apply regardless of nationality, age, booking channel or whether the Accommodation is operated directly or managed for another provider.

21.5 The Guest must complete the required process within the period communicated. Access instructions may be withheld until the legally required information, signatures and payment have been received.

21.6 False, incomplete or fraudulent information may result in additional verification, refusal of access, cancellation or termination where reasonably necessary and legally permitted.

21.7 Personal data collected for these purposes will be handled in accordance with Section 47 and the Stay Homy Privacy Policy.

22. Admission documents and local tourism requirements22. Documentos de admisión y requisitos de turismo local

22.1 The Accommodation may be subject to national, regional or local tourism rules, registration requirements, admission documents, guest forms, licence conditions or community obligations.

22.2 Where legally required, the Lead Guest and other Guests must complete or sign the relevant admission or registration document, including by electronic signature.

22.3 Property-specific licence or registration information may appear in the listing, Booking Confirmation, guest guide, invoice or other Booking Documents.

22.4 A legally required document is a condition of access. Failure to complete it may prevent the stay. Any cancellation, retention or refund consequence will be determined by the applicable policy, the reason for non-compliance and mandatory law rather than by an automatic forfeiture rule.

23. Pre-arrival and operational communications23. Comunicaciones operativas y previas a la llegada

23.1 Communications relating to the booking may be sent by email, telephone, SMS, instant messaging where authorised, Booking Channel messaging or another contact method supplied by the Guest.

23.2 The Lead Guest must keep their contact details current and review messages sent before and during the stay, particularly those concerning:

• payment;
• identification and guest registration;
• arrival and check-in;
• access instructions;
• safety information;
• Property Rules;
• maintenance or incidents; and
• changes that affect the booking.

23.3 Operational communications do not constitute marketing merely because they are sent electronically.

23.4 Later communications may clarify how to use or access the Accommodation but will not impose a new material charge or materially reduce a confirmed right unless required by law, reasonably necessary for safety or expressly agreed by the Guest.

23.5 Failure to read a properly sent operational message does not automatically excuse non-compliance, but Stay Homy will take reasonable steps to communicate information that is material to access or safety.

24. Check-in, access and keys24. Entrada, acceso y llaves

24.1 Check-in and check-out times are those shown in the listing, Booking Confirmation or confirmed arrival instructions.

24.2 Access may be provided by:

• in-person key handover;
• a key safe;
• a smart lock;
• a temporary access code;
• a reception or concierge;
• an access card or remote control; or
• another method described before arrival.

24.3 Early check-in, late arrival requiring attendance and late check-out are subject to availability and must be confirmed in writing. A fee may apply only where disclosed before the Guest accepts the service.

24.4 The Guest must:

• follow the access instructions;
• keep keys, cards, codes and devices secure;
• avoid sharing access information with unauthorised persons;
• notify Stay Homy promptly if an access item is lost or compromised; and
• return all access items in the manner instructed.

24.5 Reasonable and documented costs may be charged for a lost key, replacement device, lock change, emergency attendance or reprogramming made necessary by the Guest.

24.6 An access failure caused solely by incorrect information, an uncompleted registration step, a lost device, a discharged personal telephone or the Guest’s failure to follow clear instructions may not be attributable to Stay Homy, provided the access method and requirements were clearly communicated. Reasonable assistance or an alternative method will be offered where practicable.

25. Refusal of access and early termination25. Denegación de acceso y rescisión anticipada

25.1 Access may be refused or a stay may be terminated where reasonably necessary because of:

• non-payment of an amount due;
• failure to complete a legally required identification or admission process;
• fraudulent or materially false information;
• occupation above the legal or confirmed capacity;
• a serious safety risk;
• illegal or unauthorised use;
• violence, threats, harassment or serious antisocial behaviour;
• a party or event that materially breaches the booking;
• deliberate or reckless damage; or
• another serious or repeated breach that continues after a reasonable warning where a warning is appropriate.

25.2 Any decision will be taken proportionately, in good faith and without unlawful discrimination.

25.3 Immediate action may be taken without a prior warning where required to protect people or property, comply with law or stop serious unlawful conduct.

25.4 The financial consequences of refusal or termination depend on the reason, the services already provided, the cancellation conditions, any proven loss and mandatory law. This section does not create an automatic right to retain every amount paid in every case.

25.5 Termination does not prevent a claim for documented damage or another remedy available to either party.

26. Permitted use26. Uso permitido

26.1 The Accommodation may be used only for the temporary residential purpose and number of Guests stated in the booking.

26.2 Without prior written approval, the Guest may not use the Accommodation for:

• resale, subletting or accommodation of paying third parties;
• a party, event, reception or organised gathering;
• customer-facing business activity;
• professional photography, filming, broadcasting or content production;
• classes, workshops or organised commercial activity;
• storage of commercial stock or hazardous materials;
• an unlawful purpose; or
• any activity that changes the ordinary use of the Accommodation or creates material disturbance, risk or additional wear.

26.3 Ordinary personal remote working that does not involve visitors, signage, filming, excessive equipment, unlawful activity or disturbance is not prohibited unless the property listing or Property Rules state otherwise.

27. Registered Guests, visitors and maximum occupancy27. Huéspedes registrados, visitantes y ocupación máxima

27.1 Only the Guests included in the booking and properly registered may stay overnight.

27.2 The maximum confirmed and legal occupancy must not be exceeded at any time.

27.3 Occasional visitors may enter only where permitted by the Property Rules and building rules. Prior approval may be required.

27.4 Visitors may not stay overnight, receive keys or access codes, or use the Accommodation as occupants unless they are added to the booking and registered where required.

27.5 Guests may not be exchanged or substituted during the stay without prior approval and completion of the necessary registration.

27.6 The Lead Guest is responsible for ensuring that authorised visitors comply with the relevant rules and may be responsible for damage caused by them to the extent permitted by law.

28. Neighbours, community rules, noise, parties and events28. Vecinos, normas comunitarias, ruido, fiestas y eventos

28.1 Many properties are located in residential buildings. Guests must respect neighbours, common areas, reception or concierge staff and the applicable community rules.

28.2 Noise must be kept at a reasonable level at all times and particularly during the quiet hours established by local law, the building or the Property Rules.

28.3 The following are prohibited unless expressly approved in writing:

• parties;
• celebrations or events;
• bachelor or bachelorette gatherings;
• large or disruptive meetings;
• amplified music at a disturbing level; and
• conduct likely to generate complaints, police attendance or material disturbance.

28.4 If a complaint is received, the Guest must reduce the noise or stop the conduct immediately. Repeated or serious disturbance may result in termination under Section 25.

28.5 Any fine, security charge or documented third-party cost directly caused by the Guest’s breach may be claimed where legally permitted.

29. Smoking and vaping29. Fumar y vapear

29.1 Smoking and vaping are prohibited inside the Accommodation unless the listing expressly states that they are permitted.

29.2 The prohibition includes cigarettes, cigars, pipes, electronic cigarettes, heated-tobacco products and other products that generate smoke or vapour.

29.3 Where smoking is permitted in an outdoor area, the Guest must act safely, avoid nuisance and dispose of smoking materials properly.

29.4 The Guest may be responsible for documented damage, deodorisation, specialist cleaning or loss caused by a breach. No automatic or disproportionate penalty applies merely because smoking is suspected.

30. Pets and assistance animals30. Mascotas y animales de asistencia

30.1 Pets are permitted only where the listing states that they are allowed or prior written approval has been given.

30.2 An approved pet may be subject to a disclosed fee, deposit, size or number limit and reasonable Property Rules.

30.3 The person responsible for the animal must:

• keep it under control;
• prevent noise, nuisance or danger;
• protect furniture and common areas;
• remove waste promptly; and
• comply with local and building rules.

30.4 The Guest is responsible for documented damage or exceptional cleaning caused by an animal.

30.5 Assistance animals will be handled in accordance with applicable law and will not be treated as ordinary pets where the law requires different treatment. Only information or documentation legally permitted and reasonably necessary may be requested.

31. Children and persons requiring supervision31. Niños y personas que requieren supervisión

31.1 Children and any person who requires supervision must remain under the care of a responsible adult.

31.2 Stay Homy and the Accommodation Provider do not provide childcare, lifeguard, medical supervision or personal-care services unless expressly included in the Booking Documents.

31.3 Adults responsible for minors must assess and supervise the use of balconies, windows, stairs, pools, bunk beds, kitchens and other potentially hazardous areas.

31.4 This section does not exclude responsibility for a defect, unsafe condition or negligence attributable to Stay Homy or the Accommodation Provider.

32. Safety, prohibited conduct and emergencies32. Seguridad, conducta prohibida y emergencias

32.1 Guests must comply with safety instructions and must not:

• tamper with smoke alarms, fire equipment, locks, security systems or utility installations;
• block exits or common access routes;
• bring hazardous, flammable or unlawful materials into the Accommodation;
• engage in violence, threats, harassment or discriminatory abuse;
• use the Accommodation for criminal or fraudulent activity;
• interfere with neighbours, staff, contractors or authorities carrying out their lawful functions; or
• carry out an act likely to cause fire, flooding, structural damage or danger.

32.2 Candles, barbecues, fireplaces, high-capacity batteries and other higher-risk items may be used only where provided or expressly permitted and in accordance with instructions.

32.3 In an emergency, the Guest must contact the appropriate emergency service first where immediate assistance is required and then inform Stay Homy as soon as reasonably possible.

32.4 The Guest must not attempt a repair or intervention that could create danger, except for a reasonable immediate action needed to prevent personal injury or serious additional damage.

33. Internet, Wi-Fi and digital services33. Internet, Wi-Fi y servicios digitales

33.1 Where internet or television is included, it is provided as an ancillary service and may depend on third-party networks, coverage, equipment and community infrastructure.

33.2 Unless a specific performance level has been expressly guaranteed, uninterrupted availability or a particular speed is not promised.

33.3 The Guest must not use the connection to:

• commit an unlawful act;
• infringe intellectual-property or privacy rights;
• access or attack systems without authorisation;
• distribute malware;
• send abusive or unlawful communications; or
• compromise the network or other users.

33.4 A temporary interruption will be handled in accordance with Sections 37 and 41, taking account of its duration, cause and material effect on the stay.

34. Care of the Accommodation, equipment and utilities34. Cuidado del Alojamiento, equipamiento y suministros

34.1 Guests must take reasonable care of the Accommodation, furniture, textiles, appliances, installations and common areas.

34.2 Guests must:

• use equipment in accordance with available instructions;
• close and secure doors and windows when leaving;
• avoid unnecessary water or energy consumption;
• report a leak, malfunction, damage or unsafe condition promptly;
• avoid moving or dismantling furniture or equipment without permission; and
• leave the Accommodation in a reasonably tidy condition.

34.3 Guests may not alter electrical, gas, water, telecommunications, heating, air-conditioning, access or security systems.

34.4 Ordinary and reasonable use of utilities is included unless the Booking Documents state otherwise. A separate amount for extraordinary or abusive consumption may be claimed only where contractually permitted, objectively supported and lawful.

34.5 Normal wear and tear is not chargeable to the Guest.

35. Cleaning, waste and hygiene35. Limpieza, residuos e higiene

35.1 The Accommodation will be prepared for arrival in accordance with the standard and services described in the booking. The level of housekeeping during the stay, linen changes and consumable replenishment depends on what is expressly included.

35.2 A final-cleaning fee covers ordinary preparation after a normal stay. The Guest is not required to perform professional cleaning.

35.3 Before departure, the Guest must nevertheless:

• remove personal possessions;
• dispose of waste in accordance with the Property Rules;
• avoid leaving food in a state likely to cause damage or infestation;
• leave kitchenware in a reasonable condition; and
• avoid a level of disorder or dirt materially beyond normal use.

35.4 Exceptional cleaning may be charged where reasonably necessary and documented, including in cases of excessive rubbish, smoke, stains, unauthorised animals, party residue, biological contamination or another condition requiring specialist work.

36. Access by Stay Homy, the Accommodation Provider and contractors36. Acceso de Stay Homy, el Proveedor del Alojamiento y contratistas

36.1 Stay Homy, the Accommodation Provider and authorised contractors may enter the Accommodation where reasonably necessary to:

• respond to an emergency;
• protect people or property;
• investigate a reported incident;
• carry out an urgent or agreed repair;
• provide a service included in the booking;
• comply with a legal or authority requirement; or
• address a serious suspected breach affecting safety, legality or the property.

36.2 Except in an emergency or where immediate access is reasonably necessary, reasonable notice will be given and access will be arranged to minimise disruption.

36.3 Access will be limited to the purpose and time reasonably necessary. Staff and contractors must respect the Guest’s privacy.

36.4 The Guest must not unreasonably refuse access required to prevent damage, restore an essential service or comply with law.

37. Facilities, utilities, shared areas, parking and third-party services37. Instalaciones, suministros, zonas comunes, aparcamiento y servicios de terceros

37.1 Reasonable efforts will be made to keep advertised facilities available and functioning.

37.2 Services and facilities may include water, electricity, gas, heating, air conditioning, internet, television, lifts, swimming pools, gyms, terraces, gardens, parking and shared community areas.

37.3 Some facilities may be:

• seasonal;
• subject to opening times;
• shared with residents or other guests;
• managed by a community or external provider;
• subject to capacity, safety or maintenance restrictions; or
• unavailable because of an external decision or unexpected fault.

37.4 The Guest must comply with the applicable facility, parking, pool and community rules. Parking is guaranteed only where expressly included and confirmed.

37.5 The Guest must report a material interruption promptly. The appropriate response will depend on the cause, duration, importance of the affected facility and reasonable steps available. A temporary or minor interruption does not automatically justify cancellation of the entire booking, but mandatory remedies and proportionate solutions remain available where the effect is material.

38. Security cameras, noise monitors, smart locks and other devices38. Cámaras de seguridad, monitores de ruido, cerraduras inteligentes y otros dispositivos

38.1 Where permitted by law and appropriately disclosed, some properties or buildings may use security and management technology, including:

• cameras in external or common areas;
• building access-control systems;
• smart locks and access logs;
• smoke, water-leak, temperature or occupancy-related sensors; and
• noise-monitoring devices that measure sound levels.

38.2 There will be no camera controlled by Stay Homy or the Accommodation Provider in a bedroom, bathroom or other private interior living area.

38.3 A noise-monitoring device used by Stay Homy will not be used to record conversations or intelligible audio. Its purpose is to detect sound levels or events that may indicate disturbance.

38.4 Cameras or systems in communal areas may be operated by a community, building manager or other third party. Available information will be provided where required.

38.5 Devices will be used only for legitimate, proportionate and lawful purposes and in accordance with the Privacy Policy.

39. Personal belongings and lost property39. Objetos personales y pertenencias olvidadas

39.1 Guests are responsible for their money, documents, vehicles and personal belongings during the stay.

39.2 Stay Homy and the Accommodation Provider are not responsible for loss, theft or damage unless caused by their negligence, breach or another circumstance for which liability cannot legally be excluded.

39.3 Guests should use available locks or safes correctly and should not leave valuable items unsecured.

39.4 Items found after departure may be retained for a reasonable period, normally up to 90 days, unless their nature or applicable law requires different treatment.

39.5 Perishable, hazardous or unhygienic items may be disposed of sooner. Identity documents, payment cards, medication and similar items may be delivered to the appropriate authority or handled according to legal and safety requirements.

39.6 The Guest is responsible for reasonable packaging, handling and delivery costs for a requested return. Stay Homy does not guarantee recovery of an item that was not found.

40. Reporting incidents and requesting assistance40. Notificación de incidentes y solicitud de asistencia

40.1 A Guest must report any material problem, damage, malfunction, cleanliness concern or safety issue as soon as reasonably possible using the contact details or Booking Channel for the reservation.

40.2 The report should include enough information to identify the issue and, where appropriate, photographs, video or other evidence.

40.3 Reports will be prioritised according to urgency, safety and effect on the stay. Issues affecting access, security or essential utilities will normally receive priority over cosmetic or non-essential matters.

40.4 The Guest must provide a reasonable opportunity to inspect and remedy the issue, including access by an authorised contractor where necessary.

40.5 A failure to report an issue during the stay may affect the ability to verify, mitigate or remedy it and may be taken into account when assessing a later claim. It does not remove a mandatory statutory right.

41. Repairs, maintenance and alternative solutions41. Reparaciones, mantenimiento y soluciones alternativas

41.1 Stay Homy and the Accommodation Provider will use reasonable care and efforts to investigate and coordinate a solution to a reported issue.

41.2 Repair timing may depend on the nature of the fault, access, availability of technicians or parts, public utilities, a community of owners or another third party.

41.3 Where an issue materially affects the stay and cannot be resolved within a reasonable period, the available solution may include:

• repair or replacement of the affected item;
• provision of an alternative service;
• relocation to reasonably comparable accommodation;
• a proportionate price reduction or refund; or
• cancellation of the affected part of the stay.

41.4 The appropriate solution will depend on the seriousness, duration and cause of the issue, the alternatives reasonably available and mandatory law.

41.5 A material relocation requires the Guest’s agreement. The Guest must not commission a non-emergency repair or incur a significant expense on behalf of Stay Homy or the Accommodation Provider without prior approval.

42. Damage, loss, fines and exceptional costs caused by Guests42. Daños, pérdidas, multas y costes excepcionales causados por los Huéspedes

42.1 The Guest is responsible for direct damage, loss and reasonable exceptional costs caused by an act or omission of the Lead Guest, another Guest or an authorised visitor, except for normal wear and tear.

42.2 Recoverable amounts may include, where reasonably incurred and supported:

• repair or replacement costs;
• labour, call-out and materials;
• specialist or exceptional cleaning;
• locksmith and access-device costs;
• damage to common areas;
• fines or third-party charges directly attributable to the Guest’s breach; and
• reasonably foreseeable loss of booking income where the Accommodation cannot be used because of Guest-caused damage.

42.3 Betterment will be taken into account where appropriate. A Guest will not normally be charged the full new replacement cost of an item that was already materially worn or near the end of its useful life.

42.4 The Guest must report accidental damage promptly and take reasonable steps to prevent further loss.

42.5 Stay Homy or the Accommodation Provider may submit a claim through the Booking Channel, security-deposit process, payment authorisation, insurer or another lawful procedure.

42.6 The Guest should receive a description of the claim and available supporting evidence and may provide a response. Nothing in this section permits an arbitrary or punitive charge.

43. Check-out and departure obligations43. Obligaciones de salida (Check-out) y partida

43.1 The Guest must fully vacate the Accommodation by the confirmed check-out time unless a late check-out has been approved in writing.

43.2 Before leaving, the Guest must:

• remove all occupants and personal belongings;
• close windows and secure doors;
• switch off lights and equipment that should not remain operating;
• leave keys, cards, remote controls and access devices as instructed;
• report damage or an unresolved incident; and
• follow reasonable property-specific waste and departure instructions.

43.3 These obligations do not require professional cleaning or replacement of the final-cleaning service included in the booking.

43.4 An unauthorised late departure may result in reasonable documented costs, particularly where it delays cleaning, requires attendance or affects the next booking. A charge must be proportionate to the actual or reasonably foreseeable impact and any pre-disclosed late check-out terms.

43.5 Continued occupation after the confirmed end of the stay does not extend the booking and may result in lawful recovery of possession and associated costs.

44. Post-departure inspection and claims44. Inspección posterior a la salida y reclamaciones

44.1 After departure, the Accommodation may be inspected to assess cleanliness, inventory, access devices, damage and the condition of facilities.

44.2 The existence of damage after check-out does not automatically prove that the Guest caused it. The circumstances and available evidence will be considered.

44.3 A claim will be communicated within a reasonable period, taking account of when the issue was discovered, the Booking Channel procedure and the time needed to obtain evidence or quotations.

44.4 The Guest must cooperate reasonably with a post-stay enquiry concerning damage, billing, lost property or another booking issue. Stay Homy and the Accommodation Provider must likewise act in good faith and provide available supporting information.

45. Customer service, complaints and claims45. Servicio de atención al cliente, quejas y reclamaciones

45.1 Problems affecting the stay should first be reported promptly so that a practical solution can be attempted.

45.2 A formal complaint should include, where relevant:

• the Lead Guest’s name;
• booking reference;
• the affected Accommodation and dates;
• a clear description and chronology;
• the remedy requested; and
• available photographs, invoices, messages or other evidence.

45.3 Formal complaints may be submitted using the complaints email control stated in Section 2 or through the Booking Channel where the reservation was made.

45.4 Stay Homy will acknowledge and assess a complaint within a reasonable period. A response may require information from the Accommodation Provider, Booking Channel, contractor, insurer, community manager or another relevant party.

45.5 The Guest must allow a reasonable opportunity to investigate and remedy a problem. However, using the internal complaints process does not prevent the Guest from exercising a mandatory legal right or contacting a competent authority.

45.6 Communications must remain respectful. Abusive or threatening conduct may be limited or redirected without preventing the substance of a legitimate complaint from being considered.

46. Official complaint forms and alternative dispute resolution46. Hojas oficiales de reclamación y resolución alternativa de conflictos

46.1 Official consumer complaint forms will be made available where required by the regional or local law applicable to the Accommodation or to Stay Homy’s activity.

46.2 Where legally available and appropriate, a consumer may propose mediation, conciliation, consumer arbitration or another recognised alternative dispute-resolution procedure.

46.3 Participation in an alternative procedure is voluntary unless a legal rule, prior valid commitment or specific accepted scheme makes it binding.

46.4 Nothing in this section restricts access to a competent administrative authority or court.

47. Personal data and privacy47. Datos personales y privacidad

47.1 Personal data will be processed in accordance with applicable data-protection law and the Stay Homy Privacy Policy available through the Stay Homy website.

47.2 Depending on the booking and Stay Homy’s role, personal data may be processed to:

• manage enquiries and reservations;
• identify and register Guests;
• process payments, deposits and refunds;
• issue invoices;
• provide access and guest support;
• coordinate cleaning, maintenance and repairs;
• prevent fraud and protect people and property;
• investigate incidents, damage and complaints;
• comply with tourism, tax, accounting, security and guest-registration duties; and
• establish, exercise or defend legal claims.

47.3 Where necessary and lawful, information may be shared with the Accommodation Provider, Booking Channel, payment processor, guest-registration provider, insurer, contractor, professional adviser, community manager or competent public authority.

47.4 Marketing communications will be sent only where a lawful basis exists and the recipient will be given the applicable right to object or unsubscribe.

47.5 Further information about the relevant controller or controllers, legal bases, retention periods, data-protection rights and the contact route for exercising those rights is provided in the Stay Homy Privacy Policy.

48. Responsibility and liability48. Responsabilidad y obligaciones

48.1 Stay Homy and the Accommodation Provider will perform their respective obligations with reasonable care and skill and in accordance with the Booking Documents and applicable law.

48.2 Where Stay Homy is the Accommodation Provider, it is responsible for the accommodation contract.

48.3 Where Stay Homy acts as manager or agent for an identified third-party Accommodation Provider:

• the Accommodation Provider is responsible for providing the Accommodation and for obligations legally attributable to it;
• Stay Homy is responsible for the management, booking, payment-collection, communication or support services it has undertaken and for its own acts or omissions; and
• nothing prevents the Guest from claiming against any person who is legally responsible.

Neither Stay Homy nor the Accommodation Provider is responsible to the extent a loss is caused by:

• the Guest’s act, omission or failure to follow a reasonable instruction;
• another Guest or visitor;
• an unrelated third party whose act could not reasonably have been prevented;
• an unauthorised or unlawful use of the Accommodation; or
• an event outside reasonable control,

except where applicable law provides otherwise or the person relying on the exclusion failed to take reasonable preventive or mitigating steps.

48.5 Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• wilful misconduct or gross negligence where it cannot be limited;
• a breach of a mandatory consumer right; or
• any other liability that cannot legally be excluded or limited.

48.6 A remedy will be assessed according to the actual circumstances, including the seriousness and duration of the breach, the part of the stay affected, any contribution by the Guest and the steps reasonably taken to resolve the issue.

49. Guest insurance and travel arrangements49. Seguro del Huésped y preparativos de viaje

49.1 Guests are encouraged to obtain appropriate travel insurance covering cancellation, medical needs, personal belongings, travel disruption and other risks relevant to their circumstances.

49.2 Travel to and from the Accommodation, visas, passports, transport arrangements and personal insurance are the Guest’s responsibility unless expressly included in the Booking Documents.

49.3 The absence of insurance does not reduce a right the Guest has against Stay Homy or the Accommodation Provider under the booking or mandatory law.

50. Communications, records and evidence50. Comunicaciones, registros y pruebas

50.1 Booking Confirmations, emails, Booking Channel messages, payment records, guest-registration records, access logs, inspection reports, photographs, videos, invoices and contractor reports may be retained and used as evidence where relevant and lawful.

50.2 Electronic communications and confirmations satisfy a requirement for writing where permitted by law.

50.3 A material change to a confirmed booking must be recorded in writing by Stay Homy, the Accommodation Provider or the Booking Channel. An informal or oral statement does not amend the booking unless it is subsequently confirmed through an authorised channel.

50.4 The parties must not falsify, manipulate or knowingly misrepresent evidence relating to a booking, incident or complaint.

51. Applicable law and jurisdiction51. Ley aplicable y jurisdicción

51.1 These Terms and the accommodation contract are governed by Spanish law.

51.2 The Accommodation is also subject to the mandatory tourism, housing, safety, registration, consumer, municipal and community rules applicable to its location and legal category.

51.3 A consumer retains any mandatory protection granted by the law of their habitual residence where that protection applies notwithstanding the choice of Spanish law.

51.4 Any dispute will be submitted to the court or authority determined by applicable procedural and consumer law. Nothing in these Terms requires a consumer to bring a claim exclusively before a court that the law does not permit the parties to select.

52. Language and interpretation52. Idioma e interpretación

52.1 These Terms may be made available in more than one language for the convenience of Guests and Booking Channels.

52.2 The language version supplied to the Guest before confirmation and incorporated into the booking will be relevant to the interpretation of that booking.

52.3 Language versions are intended to have the same meaning. Any ambiguity will be interpreted in accordance with mandatory law and, in a consumer contract, the interpretation most favourable to the consumer where the law so requires.

52.4 Headings are for convenience and do not limit the meaning of a clause.

53. Updates, severability, no waiver and entire agreement53. Actualizaciones, nulidad parcial, renuncia y acuerdo completo

53.1 The version of these Terms made available when the booking is confirmed applies to that booking.

53.2 Stay Homy may update these Terms for future bookings to reflect legal, operational or service changes. A later version will not retrospectively alter a confirmed booking unless:

• a mandatory legal rule requires it;
• the change is purely administrative and does not disadvantage the Guest; or
• the Guest expressly agrees to the change.

53.3 If a clause is invalid, unlawful or unenforceable, it will be limited or disregarded only to the minimum extent necessary. The remaining clauses will continue to apply.

53.4 A failure or delay in enforcing a right does not amount to a permanent waiver of that right.

53.5 The Booking Documents listed in Section 6 form the complete booking agreement. No internal policy or undisclosed rule forms part of the Guest’s contract.

53.6 These Terms enter into effect for bookings confirmed on or after 22 July 2026.