HOTEL MIREIA INTERNAL REGULATIONS
Catalonia’s Tourism Law 13/2002 establishes that tourist accommodation establishments must have internal regulations governing the conditions of use and operation of the service, as well as the rights and obligations of guests. The purpose of this document is to set forth the mandatory rules for all guests during their stay in accordance with applicable regulations and the criteria of Hotel Mireia.
The Internal Regulations are available to Guests at all times at the reception of the establishment in Catalan, French, English, and Spanish, as well as on the establishment’s website www.hotelmireia.com.
By checking in, the guest assumes to have read and accepted these conditions beforehand.
1) Admission Conditions.
1.1 This Hotel is considered, for all purposes, a public use establishment, although admission or permanence may be denied: a) Due to lack of accommodation capacity or facilities. b) For failing to meet admission requirements, including not being registered at the hotel as a guest. c) For adopting behaviors that may cause danger or nuisance to other people, whether or not they are users, or that hinder the normal development of the activity, such as violent, aggressive behaviors, attempting to check-in with behaviors that disrupt normal coexistence among guests.
1.2 Our Establishment will request the assistance of the Security Forces and Bodies to evict those who violate these Internal Regulations; violate the usual rules of social coexistence; or attempt to access or remain in the Hotel for a purpose other than the normal use of the service.
The guest must process all requests or petitions in writing to our email info@hotelmireia.com or by phone: Landline: +34 872 98 73 58, also via WhatsApp at 671 11 40 60.
3) CHECK-IN – ARRIVAL
3.1 Payment for the reservation must be made at the time of check-in. Check-in is from 3:00 p.m. on the day of arrival. We have a 24-hour reception, but guests entering the hotel after 10:30 p.m. must notify us.
3.2 The guest must present the printed or digital reservation document at reception, along with the identification documentation of all guests on the reservation. The guest must sign and accept the privacy data policy and the hotel rules.
3.3 Along with identification documentation, we also request a valid bank card number in the name of one of the members present in the reservation to register at the hotel.
3.4 At check-in, the reservation cannot be paid with a bank card that is not in the name of any of the members present in the reservation. And if payment at check-in is by card, this will always be a physical card.
3.5 The hotel will verify the validity of the card as a guarantee.
3.6 In case of absence of a credit or debit card, the hotel has the right to request a cash guarantee.
By accepting the key and accessing the room(s), the guest(s) accept the hotel’s terms and conditions.
4) CHECK-OUT – DEPARTURE
4.1 Check-out must be done no later than 11:00 a.m. on the day of departure, or 12:00 p.m. if you have booked through the hotel website or by phone, provided there is availability to occupy the room until that time and by prior arrangement with reception.
4.2 In the event that the room is occupied after 11:00 a.m., the hotel may charge 100% of one night as a new CHECK-IN, as there is no time to prepare the room to be available for a new CHECK-IN. We remind you that when you leave your room, we have a free space to store your luggage.
5) BREAKFAST
5.1 Breakfast: 08:00 a.m. – 10:30 a.m. (Last entry at 10:15 a.m.). After 10:30 a.m. breakfast is no longer available.
5.2 It is forbidden to take food from the breakfast buffet.
6) PROHIBITION OF INTRODUCING AND/OR CONSUMING ALCOHOLIC BEVERAGES IN THE ROOMS
To avoid nuisance to other guests and nighttime disturbances, it is forbidden to possess or consume alcohol in the rooms. If you buy alcoholic beverages to take to your place of origin, we will store them at reception. We may also cancel your reservation and fine you €250 if you persist in this behavior after being warned.
7) NO SMOKING IN THE HOTEL
7.1 Smoking is prohibited in the rooms, balconies, and terraces, and inside the building. Only regular cigarettes are allowed in the pool area. If your room smells of tobacco because you smoked after being told not to, you may be fined €250 and your reservation may be canceled.
7.2 Prohibited substances or substances that cause nuisance to other guests, such as hookahs, cannabis, or similar, may not be smoked on the room’s balcony or terrace. In case of violation of this rule, and if the room is impregnated with these odors, the establishment reserves the right to cancel your reservation, as well as to take the measures it deems appropriate to compensate for the damage caused (costs of hiring a specialized cleaning company, cost of the room during the period it cannot be used, or other management expenses).
8) PETS
Pets are not allowed in the hotel. No pets of any kind are accepted, except in cases established by law.
9) PERSONS NOT REGISTERED IN THE RESERVATION
No more persons are allowed than the room’s capacity permits, nor persons who have not registered and paid to stay at the hotel. For security reasons, visits to the rooms or their use by unregistered persons are not allowed.
10) RESERVATION CONDITIONS
10.1. Payment Conditions
10.1.1 Payment conditions for online reservations are specified in the reservation, unless it is a large group or multiple rooms.
10.1.2 In the case of a large group or more than 2 rooms, the hotel reserves the right to charge up to 100% of the reservation in advance, in the manner it deems appropriate, non-refundable, and with prior notice to the guest. The hotel reserves the right to require payment by bank transfer, setting a deadline for payment completion.
10.1.3 The hotel may at any time verify if the bank card used in the reservation has sufficient funds, either by charging part of the amount or by pre-authorization.
10.1.4 If you have made an online reservation on our website, you must enter a credit card number to guarantee the reservation.
10.1.5 The credit card must be owned by the reservation holder.
10.1.6 Debit cards with sufficient funds are also accepted.
10.1.7 If you have made a reservation by email or phone, the same conditions as for online reservations will apply, unless otherwise agreed in writing.
10.1.8 This establishment only accepts the following credit cards: VISA, MASTERCARD, 4B, Euro6000, and MAESTRO (American Express is not accepted).
10.1.9 Cash payment can only be made exclusively in EUROS.
10.2. Rooms
10.2.1 The maximum occupancy specified for the contracted room type cannot be exceeded. The maximum number of occupants must be specified in the reservation.
10.2.2 If you need a crib, you must request it at the time of booking. The crib will be provided (subject to availability) for children up to 23 months of age. If you book on the same day of arrival and request a crib, it is very likely that we will not be able to fulfill your request.
10.2.3 Rooms with pool views are available upon request and subject to availability at the time of booking, with priority for direct bookings with the hotel.
10.2.4 Requests communicated at the time of booking (double bed, shower, high floor, etc.) will be taken into account; however, these requests are subject to availability upon arrival at the hotel.
10.2.5 Do not leave your room key in the lock from the inside. If you go out onto your room’s balcony or terrace and completely close the balcony door, you may get locked out, and it would be difficult to assist you in getting out. Remember that smoking is not allowed on either the balcony or the terrace.
11) CANCELLATION CLAUSES CANCELLATIONS once check-in has been processed:
11.1 The hotel has the right to terminate the accommodation contract for non-compliance with the rules, without the right to a money refund.
11.2 During the accommodation period, the guest may cancel their stay and leave earlier than planned without the right to be reimbursed for any amount.
11.3 Hotel Mireia does not accept groups wishing to stay with the intention of holding parties at the hotel, bachelor/bachelorette parties, moving noisily between rooms at night, requesting adjoining rooms (with the intention of moving noisily between them) or getting drunk in the rooms, disturbing the rest and coexistence among guests. The Hotel, being aware of this type of reservations, reserves the right to cancel these reservations at any time, even if they are confirmed, to avoid inconvenience to other lodged guests.
12) REFUNDS
If the hotel processes a refund, said refund will always be issued by the same payment method (credit card, bank transfer/cash…) and always deducting management fees, bank commissions, and transfer or credit card costs. Refunds will only be issued in cases of extraordinary and irresolvable circumstances, but never because the guest does not like the rooms or their services, or mistakenly believed that the hotel was located in the countryside, or because they do not like the views or similar reasons.
13) RIGHT OF ADMISSION
The hotel reserves the right of admission. Regardless of whether it is a guest with a reservation processed by a travel agency or directly with the hotel. In case of having paid a deposit, the necessary procedures for the corresponding refund will be processed, as detailed in our general regulations. Admission criteria are related to compliance with the rules and the intentions expressed by the members of the reservation.
14) USE OF HOTEL FACILITIES
14.1 The hotel is not adapted for people with reduced mobility or any type of special limitation.
14.2 It is forbidden to bring food or beverages into the establishment to be consumed inside, except in the rooms. And in no case alcoholic beverages.
14.3 Cooking is not allowed in the rooms or common areas. For safety reasons, the use of gas or electric appliances, such as camping gas, coffee makers, etc., is prohibited. The introduction of harmful or prohibited substances into the rooms or any part of the establishment is prohibited.
14.4 Guest food or beverages are not stored in the hotel’s refrigerators or freezers. Only medications, clearly marked with the guest’s name and room number, may be stored, exclusively if it is a medication that must be kept refrigerated. We also do not microwave food bought outside the hotel, nor do we provide cutlery or uncork bottles not purchased at the hotel. The exception is baby food.
14.5 In the common areas of the hotel, it is not allowed to bring food or drinks from outside. Persistence in this attitude may result in a penalty or cancellation of the reservation.
14.6 The Snack-Bar kitchen will be open until 10:00 p.m. No food orders will be accepted after 9:30 p.m.
14.7 Any damage or loss caused by the guest to real estate and belongings owned by the establishment must be paid according to the value established by the Management.
14.8 Two people will not be allowed to stay in a double room that has been contracted as a single room. In this case, the fixed rate for double use will be paid.
14.9 If you wish to have your room cleaned, please hang the “Please clean room” sign on the outside of your room door.
14.10 If you do not wish to be disturbed, please hang the “Do not disturb” sign on the outside of your room door.
14.11 It is forbidden to use room towels and other linens for outdoor use, such as the hotel pool or the beach. Do not use room towels for anything other than personal hygiene.
14.12 If you stain towels with makeup remover or because you have dyed your hair, you will be charged 5 euros per towel. Use makeup remover wipes to avoid problems.
14.13 The establishment’s staff is not responsible for letters and/or packages sent to Guests staying at the establishment. Guests must ensure they receive their deliveries personally.
15) EXTERNAL PARKING TO THE HOTEL AND VEHICLES
15.0 Hotel Mireia does not have its own parking for cars. We have agreements with external parking lots that are not free. We remind you that Hotel Mireia, regarding the possibility of finding parking, in no case guarantees 100% that you will find a free parking space in the parking lots we offer, or in any other, especially between July 15 and September 15. Hotel Mireia does not make parking reservations of any kind.
15.1 The establishment is not responsible for damages that may be caused by third parties to vehicles.
15.2 The establishment is not responsible for price changes that occur in the parking lots.
15.3 The hotel has limited and free parking spaces for motorcycles. We do not make reservations on behalf of the guest in external parking lots; the guest must manage the parking option that best suits them. The hotel only provides information that we will update here: https://hotelmireia.com/lloret/en/faq-frequently-asked-questions/#1613305212072-6d9ce13c-43ef
15.4 The hotel has a temporary parking area (maximum 15 minutes) reserved for guests at the main entrance so that they can unload their luggage and check-in. If the guest, after being warned that they have exceeded the maximum time or without being warned, does not remove their vehicle, the hotel reserves the right to call the municipal service to remove the vehicle with the corresponding penalty that this implies (€200).
16) ROOM CLEANING AND WATER USAGE
16.1 Rooms will be cleaned from 9:00 a.m. to 2:00 p.m.; rooms not vacated before that time will not be cleaned.
16.2 Rooms where clothes are spread on the bed or on the floor will not be cleaned.
16.3 Towels you wish to change should be placed on the bathroom floor.
16.4 Water is a scarce resource; for everyone’s benefit, please use it rationally.
17) PERSONAL ITEMS
17.1 All hotel guests are responsible for their personal belongings, both in common areas and in the rooms. If the guest wishes to store personal belongings, they can book a room with a safe or deposit their items at reception.
17.2 The hotel assumes no legal responsibility for luggage deposited in rooms or forgotten in common areas, nor for the loss of money, personal items, or electronic devices.
17.3 Whenever hotel staff finds items in the room after the guest has checked out, we will proceed to package said item with the name of the reservation holder and room number. Not all reservations are identified with the guest’s personal data (email or phone), so in any case, the guest must be the one to contact the hotel to report the loss of any personal item.
17.4 The hotel will under no circumstances store: underwear, dirty clothes, slippers, or cleaning products.
17.5 The hotel will keep the item for a maximum period of 30 days.
17.6 The hotel never arranges for the item to be sent by mail or by carrier. It must be the guest who contacts and contracts the services of a carrier. Provided that the hotel has been notified of the pick-up day and time.
18) COEXISTENCE AND OPERATING RULES
18.1 Ignorance of these regulations does not exempt the guest from compliance, as these regulations are based on current legislation. The general hotel regulations are available to all guests at the hotel reception.
18.2 Users are obliged to observe the rules contained in these regulations, which they expressly accept by signing the admission document along with the privacy policy, and those issued by the Management regarding safety, coexistence, and hygiene, for proper use of the establishment.
18.3 The Hotel reserves both the right of admission and the right to request a deposit as a guarantee for the room. This deposit will be returned on the day of departure, provided that the facilities have not suffered any damage from the guests occupying the hotel.
18.4 The hotel has the right to immediately terminate the accommodation contract, both for stays from tour operators, online points (Booking.com, Expedia,…), and direct reservations made with the hotel. Provided that the guest has violated one or more rules and has already been warned to rectify the situation.
18.5 Every person staying at the establishment must be registered with their identification document, passport, or driver’s license. In the absence of these documents, the hotel will deny entry to undocumented guests.
18.6 Whoever damages the building or the inventory must answer before the law within the framework of current regulations.
18.7 Thefts and damages will be charged at the current cost of the material/damage and will be duly reported.
18.8 Expenses for eventually replacing damages or loss of keys (If you lose the room key, you will be charged 50 euros), as well as invoices for pending unpaid extras upon departure, will be charged to the credit card, in cash, or to the cash deposit as a guarantee. In case of not having made any security deposit, if they refuse, the hotel will be willing to sue them before the law within the framework of current regulations.
18.9 The hotel has a 24-hour margin to process the corresponding reservation invoice.
18.10 The hotel reserves the right to require individuals and groups a cash deposit per person. Which will be returned on the day of departure, once the rooms have been checked and the return of the keys has been processed.
18.11 The hotel assumes no responsibility for physical harm to guests, in case the guest has acted recklessly. If the physical harm is between several people, the relevant authorities will handle the matter.
18.12 Guests must respect both daytime and nighttime hours (especially nighttime hours from 10 p.m. to 8 a.m.), regarding the sound level in both common areas and rooms.
18.13 For our safety and yours, it is forbidden to receive people in your room who are not registered at reception.
18.14 It is forbidden to hold parties in your room, have meals or “botellón” (getting drunk or being drunk), shouting, fighting, in them.
18.15 Guests must respect the hotel’s furniture. In case of damage or extreme dirtiness in common areas or rooms. Apart from the furniture, we also include; televisions, TV remote controls, mirrors, hair dryers, unusable towels…
18.16 This establishment may charge the user’s account for damages or losses caused to the facilities, furniture, and elements of the establishment due to negligence or misuse of them.
18.17 Bar regulations: Guests are not allowed to bring food and beverages from outside. It is absolutely forbidden to form picnics with external food not served by the hotel’s supplies.
18.18 Guests must respect and comply with the pool regulations displayed in the pool area. Children under 14 must always be accompanied by an adult.
18.19 Any scandal caused by the guest in common areas or rooms is considered a serious offense. As well as disrespecting staff, shouting, threatening, physically and psychologically abusing staff or other guests. Hotel Mireia may request the assistance of law enforcement officers to evict users who violate these regulations from its premises.
18.20 Guests have the right to complaint forms. And to consult the hotel rules at all times. They are always available at the hotel.
18.21 The use, consumption, or possession of dangerous or prohibited products and substances is expressly prohibited in all areas and dependencies of this establishment, in application of current public health legislation.
18.22 In order to guarantee the safety, privacy, and tranquility of users, this hotel establishment has technical video surveillance devices, with recording elements in general or common areas.
18.23 The hotel reserves the right to judge what are acceptable levels of noise or behavior of its clients, guests, representatives…
18.24 The hotel will give prior notice to the guest of their bad behavior, in case the guest does not comply with the requests or any other hotel regulations, the hotel reserves the right to conclude any reservation or terminate any event immediately, without being obliged to pay for any reason the refund of the reservation or process any compensation for the days not slept, notifying the police if necessary.
19) REGARDING THE DISPUTE RESOLUTION PLATFORM:
In accordance with the provisions of Regulation (EU) No 524/2013 of the European Parliament and of the Council, of May 21, 2013, on online dispute resolution for consumer disputes, Hotel Mireia informs you that, in case of dispute, Users residing in the European Union (natural person acting for purposes unrelated to their commercial or business activities, their trade or profession) may resort to the “Online Dispute Resolution Platform” developed by the European Union Commission, in order to try to resolve extrajudicially any dispute arising from the provision of services by Hotel Mireia.
To access the “Online Dispute Resolution Platform” you can do so through the following link.
20) The Management of the establishment recommends:
Close your room door when leaving and try to open it again to ensure it is properly closed, even if only for a short time. Keep the door closed when you are in the room, but do not leave the key inside. If you get locked out on the balcony or have a problem, it would be difficult to assist you.
Always return your key, by hand, when you leave the hotel. Do not be annoyed if you are asked to identify yourself at reception. Do not invite strangers to your room, it is forbidden, and do not tell them your room number. If you request a food delivery service, you must go down to reception to pick it up. Do not show your room key in public places. If you discover any type of deterioration or anomaly, contact reception.
Sincerely,
The Hotel Mireia Team