Booking terms and conditions

Who you contract with

The rental contract is concluded with Anna Małgorzata Ciok (NIE Y9608071L), Calle San Pedro Abajo 12, 38500 Güímar, Tenerife, Spain — tourist registration VV 342-342-2234 (Registro General Turístico del Gobierno de Canarias).

Contact: ania@ciok.art · +34 619 204 201 (9:00–17:00; emergencies 24 hours a day).

What these terms cover

These terms apply to bookings made directly on this website. If you book through another platform (for example Booking.com), that platform’s terms apply instead, and these terms fill any gaps.

These terms do not limit the rights you have as a consumer under mandatory Spanish and EU law; any clause that would be abusive towards consumers is void.

How we handle your personal data is governed by our privacy policy and cookie policy.

The stay is short-term tourist use of a holiday home registered in the Canary Islands (vivienda vacacional): it is not a lease of a habitual residence under the LAU, and none of the rights of that kind of tenancy arise from it.

The apartment

You are booking the whole apartment for up to 4 guests (children included): one bedroom with a double bed, a sofa bed in the living room, one bathroom, a fully equipped kitchen, washing machine and dishwasher, air conditioning and Wi-Fi. Access is step-free.

The minimum stay is 1 night and the maximum is 89 nights; you can book up to 365 days ahead.

Prices

Prices are per night, in euros (EUR), and include final cleaning and IGIC (the Canary Islands tax).

For 3–4 guests a supplement of €9 per night applies. In January and February, over Christmas and New Year (from 20 December to 6 January) and during Holy Week the price is 10% higher. Surcharges add up; they are not compounded.

The exact total for your dates and party is shown before you pay, and nothing is charged beyond it. We issue an invoice on request.

Booking and payment

You book by choosing your dates and paying the full amount by card through Stripe Checkout, a secure payment provider. While you are paying, your dates are held; the booking is confirmed as soon as the payment arrives, and you receive a confirmation e-mail with a private link to your booking.

A contract exists only once we have received the full payment.

If you cancel

Tell us by e-mail (ania@ciok.art); the date of your message counts. The refund depends on how far ahead you cancel:

• 14 days or more before arrival: 100% refund.
• 13 to 4 days before arrival: 50% refund.
• 3 days or less before arrival, or if you do not arrive: no refund.

Refunds go back to the card you paid with. Would you like to move your dates? Ask us — if we can, we will; a change is agreed once we confirm it to you in writing.

Stays on specific dates are exempt from the distance-contract right of withdrawal, so once the booking is confirmed the cancellation policy above is the only way out — there is no separate 14-day right of withdrawal.

If we cancel

If we have to cancel your booking — for example because the apartment became uninhabitable — you receive a full refund immediately, and we will gladly help you find an alternative.

In the rare case that a payment arrives for dates that are no longer available (a double-booking), we refund you in full and contact you straight away.

Arrival and departure

Check-in is from 15:00 and check-out is by 11:00 (Canary Islands time). Check-in is self-service: the key is in the key box next to the door, and on the day of arrival we e-mail you the code together with the arrival instructions.

If you would like a later check-out, ask us the day before — it is often possible.

House rules

During your stay we ask you to:

• keep the apartment for the guests on the booking, up to 4 people — please ask before inviting anyone else;
• take part in the traveller registration Spanish law requires: we will ask for the identity details of all guests before or on arrival;
• not smoke anywhere in the apartment;
• not hold parties or events — this is a family home;
• respect the quiet hours, 22:00–08:00;
• bring pets only by prior arrangement (please ask before booking); a baby cot is available on request;
• treat the apartment, its equipment and the neighbours with care, and leave it in a reasonable state: washing-up done and rubbish in the bins outside.

Damage and extra costs

We do not ask for a security deposit. If something breaks or extra cleaning is needed beyond the normal, we document it, tell you the actual cost and agree on payment with you (for example with a payment link). Please report anything broken straight away — normal wear and small accidents are not a problem.

If something goes wrong during your stay

Call or message us (+34 619 204 201; emergencies around the clock) and we will put it right as fast as we can. Should the apartment have a serious problem that is our responsibility and that we cannot fix within a reasonable time, you may leave and we will refund the unused nights.

Our liability

We are liable for the apartment as described on this website and for damage caused by us or by people working for us, to the extent the law provides. Nothing in these terms limits your rights as a consumer under mandatory law. Please take the usual care of your belongings; the apartment has no safe.

Force majeure

Neither side owes the other damages for a failure caused by events beyond their reasonable control — natural disasters, official orders, serious illness. Money paid for a stay that cannot take place for such a reason is refunded, minus costs genuinely incurred.

Complaints

Tell us first: ania@ciok.art or +34 619 204 201. We reply within a few days and try to put things right.

If we cannot agree, you can turn to an approved alternative dispute resolution (ADR) body in the EU. You can of course also go to court — these terms take nothing away from that.

Governing law and courts

Spanish law applies. As a consumer you may bring claims before the courts of your place of residence; otherwise the courts of Santa Cruz de Tenerife have jurisdiction. If one clause is invalid, the rest remains in force.

These terms exist in English and Spanish; both versions say the same thing. If they should ever differ, the Spanish version prevails.

Changes to these terms

The terms that apply to your booking are the ones shown to you when you booked — we never apply new terms to an existing booking to your disadvantage.