Terms and Conditions for Direct Bookings

HoliHelpService

Last updated: 8 September 2026

These Terms and Conditions apply to accommodation bookings made directly through the HoliHelpService website. Please read them carefully before completing a booking.

1. About us

The booking service is provided by:

Queeny Schatsbergen [add full official surname exactly as registered], trading as HoliHelpService

Email: info@holihelpservice.com

Website: https://holihelpservice.holidayfuture.com

HoliHelpService manages bookings and accommodation services on behalf of the owner of the property identified in the booking confirmation. References to “we”, “us” and “our” mean HoliHelpService and, where relevant, the accommodation owner. References to “you” and “guest” mean the lead guest making the booking and all persons included in the reservation.

2. The booking contract

The property description, displayed price, booking summary, house rules, these Terms and Conditions and the booking confirmation together form the booking contract.

By completing a booking, you confirm that:

you have read and accepted these Terms and Conditions;

all information supplied is complete and accurate;

you are authorised to make the booking and accept these conditions on behalf of every guest included in it; and

you accept responsibility for the conduct of all guests and visitors connected with the booking.

A booking becomes binding only when full payment has been successfully received and we have sent a booking confirmation. An automated acknowledgement that a booking request has been received does not by itself constitute acceptance if payment or availability still requires verification.

If an obvious pricing, availability or property-description error occurs, we will contact you promptly. You may accept the corrected booking or receive a full refund of any amount paid if you do not accept it.

3. Lead guest and minimum age

The lead guest must be at least 21 years old, unless a different minimum age is clearly stated on the property page or in the booking confirmation. The lead guest must stay at the accommodation for the entire booked period and may be required to present valid identification at check-in.

We may refuse or cancel a booking made using false information or by a person who does not meet the stated minimum age. Any cancellation charge will be applied only to the extent permitted by law and these Terms.

4. Prices and payment

The total price and its components will be shown before you submit the booking. The displayed booking total may include the accommodation price, cleaning fee, taxes and any mandatory charges stated during the booking process.

The full booking amount must be paid immediately when the booking is made. Payment is processed through the payment method offered on the website. A reservation is not confirmed until payment has been authorised and received.

You are responsible for any exchange-rate differences or charges imposed independently by your bank or card issuer. We will not add payment charges that have not been disclosed before booking.

If a payment is reversed, rejected or later found to be unauthorised or fraudulent, we may suspend or cancel the booking after giving you a reasonable opportunity to provide a valid payment, unless immediate action is necessary to prevent fraud.

5. Security deposit

A refundable security deposit is payable in advance when the booking or pre-arrival payment request states that a deposit applies. The amount and payment deadline will be shown during booking, in the booking confirmation or in a separate pre-arrival payment request.

The deposit may be used only for reasonable, documented costs resulting from the stay, including:

damage to the property, furniture, equipment or contents beyond ordinary wear and tear;

missing items;

exceptional cleaning required because the accommodation was left unreasonably dirty;

unauthorised guests, pets, parties or smoking;

replacement of lost keys, remotes or access devices;

call-out costs caused by misuse or a breach of the house rules; and

other amounts for which you are responsible under the booking contract.

The deposit is not a limit on liability. If reasonably documented loss exceeds the deposit, we may request payment of the difference.

Subject to the property inspection, the unused balance will normally be refunded within 7 business days after check-out to the original payment method. If damage or another issue requires further investigation or third-party quotations, we will notify you and may retain the reasonably disputed amount until the assessment is completed. We will provide an explanation and supporting information for any deduction.

Payment-provider or bank processing times are outside our control and may affect when a refund appears in your account.

6. Cancellation by the guest

Cancellation requests must be sent to info@holihelpservice.com and are effective when received by us. We will confirm the cancellation in writing.

Unless a different cancellation policy was clearly disclosed for a special rate before booking, the following policy applies:

30 days or more before the scheduled arrival date: 100% of the booking amount will be refunded.

Between 14 and 29 days before the scheduled arrival date: 50% of the booking amount will be refunded.

Fewer than 14 days before the scheduled arrival date, or in the event of a no-show: no refund will be provided.

Cancellation periods are calculated backwards from 00:00 local time at the accommodation on the scheduled arrival date. If eligible, the refund will be returned to the original payment method. Any non-refundable third-party amount may be withheld only where it was clearly disclosed before booking and may lawfully be withheld.

No refund is due for late arrival, early departure, a reduced number of guests or a decision not to use part of the stay, unless we agree otherwise or mandatory law requires a refund.

We strongly recommend obtaining travel insurance covering illness, transport disruption, emergencies and other circumstances that may prevent travel.

7. No general 14-day withdrawal right

Accommodation booked for specific dates is excluded from the general statutory 14-day right of withdrawal applicable to many distance contracts. Your cancellation rights are therefore governed by the cancellation policy in Section 6 and any mandatory rights that cannot legally be excluded.

8. Changes requested by the guest

Requests to change dates, the property, guest numbers or other booking details are subject to availability and our written approval. A price difference or reasonable administrative cost may apply if disclosed before you confirm the change.

An approved change does not create a right to cancel free of charge unless we expressly agree otherwise. A request to move the dates made to avoid an applicable cancellation charge may be treated according to the original booking dates.

9. Cancellation or significant change by us

In the unlikely event that the booked accommodation becomes unavailable or a significant change is necessary for reasons within our or the owner’s control, we will offer, where reasonably possible:

suitable alternative accommodation; or

a full refund of the amounts paid for the affected accommodation services.

If you accept alternative accommodation, any price difference will be explained and agreed with you. If the alternative is cheaper, the difference will be refunded. Nothing in these Terms limits any additional remedy that you have under mandatory consumer law.

We are not responsible for consequential or indirect costs, such as separately booked flights or car hire, except where liability cannot legally be excluded. Travel insurance is therefore recommended.

10. Events beyond reasonable control

Neither party is responsible for a failure or delay caused by an event beyond reasonable control, such as a serious natural disaster, government restriction, utility outage affecting the area, civil disturbance or other exceptional event that could not reasonably have been avoided.

We will take reasonable steps to minimise disruption and inform you of material changes. Any refund or alternative arrangement will depend on the services that can still be provided, amounts recoverable from suppliers and your rights under mandatory law. This clause does not remove any statutory consumer rights.

11. Check-in, check-out and guest registration

The applicable check-in and check-out times, address and access instructions will be stated on the property page, in the booking confirmation or in the pre-arrival information.

You must provide the legally required identification and guest-registration details within the requested time. Guests may be required to show the original identification document and sign or validate a guest-registration form. Required information may be communicated to the competent Spanish authorities.

If you fail to provide legally required information, we may be unable to complete check-in or allow access to the property. This will not entitle you to a refund where the failure is attributable to you.

Late check-in is subject to prior agreement. Any late-arrival fee must be disclosed and agreed before it is charged.

The property must be vacated by the stated check-out time. An unauthorised late departure may result in a reasonable charge reflecting additional cleaning, staff, relocation or guest-compensation costs actually caused.

12. Occupancy, visitors and use of the property

Only registered guests included in the booking may stay overnight. The maximum occupancy stated for the accommodation may not be exceeded. Visitors require prior approval and must comply with the property and community rules.

The accommodation may be used only for temporary holiday or short-stay purposes. It may not be used as a principal residence, for commercial activity, unlawful activity, events, parties, photo or video productions, or subletting without prior written permission.

You must respect neighbours, quiet hours, community regulations and instructions relating to shared facilities such as swimming pools. Serious or repeated nuisance, threatening conduct, unlawful activity or a material breach of the house rules may result in termination of the stay without a refund, after an appropriate warning where circumstances permit.

13. Property-specific rules

Property-specific rules and facilities are shown on the property page or provided before arrival. These may cover matters such as:

smoking or vaping;

pets;

swimming-pool rules and opening periods;

parking;

air-conditioning, heating and reasonable utility use;

barbecues, terraces and community areas;

waste disposal; and

local quiet hours.

Where a property-specific rule conflicts with these general Terms, the property-specific rule applies only if it was clearly disclosed before booking and is permitted by law.

14. Care of the accommodation and reporting problems

You must treat the accommodation, keys, contents and shared facilities with reasonable care. You must promptly report damage, breakdowns, safety issues, pest problems or significant deficiencies so that we have a reasonable opportunity to investigate and provide a remedy.

You must not arrange or carry out repairs, alter locks or permit a third party to access the property for work without our approval, except where immediate action is reasonably necessary to prevent personal injury or serious damage.

We or an authorised representative may enter the property at a reasonable time, with notice where practicable, to carry out urgent repairs, address a safety issue, investigate a serious reported problem or comply with legal obligations. In an emergency, prior notice may not be possible.

15. Damage, loss and guest responsibility

The lead guest is responsible for damage, loss and reasonable additional costs caused deliberately or negligently by the lead guest, other guests, approved visitors or pets connected with the booking.

You must notify us promptly of any damage or loss. We will not charge for normal wear and tear or a defect not caused by the guest. Charges must reflect the reasonable cost of repair, replacement, additional cleaning or other direct loss, taking account of age and condition where appropriate.

Lost keys or access devices must be reported immediately. You may be charged the reasonable cost of replacement and, when objectively necessary for security, changing the relevant lock.

16. Cleaning and waste

The standard cleaning fee covers ordinary cleaning after normal holiday use. Before departure, guests must leave the accommodation in a reasonably tidy condition, wash or load used dishes as instructed, dispose of rubbish in the designated containers and follow the check-out instructions.

Exceptional cleaning caused by misuse, smoking, unauthorised pets, excessive rubbish, stains or failure to follow reasonable check-out instructions may be charged at the documented additional cost.

17. Smoking, pets and parties

Smoking or vaping inside the accommodation is prohibited unless the property page expressly states otherwise.

Pets are not permitted unless expressly approved in writing for the specific booking. Where a pet is approved, the guest remains responsible for supervision, cleaning and damage.

Parties, events and disruptive gatherings are prohibited unless expressly agreed in writing. The use or possession of illegal substances and any unlawful activity are strictly prohibited.

18. Facilities, utilities and interruptions

Facilities are provided as described on the property page, subject to availability, seasonal operation, maintenance and community rules. Shared pools and other community facilities may be temporarily unavailable for reasons outside our direct control.

Internet speed and uninterrupted availability cannot be guaranteed. You must use electricity, water, air-conditioning and other utilities responsibly. We will take reasonable steps to address a material failure reported during the stay. A minor or temporary interruption does not automatically entitle you to compensation, but your mandatory legal rights remain unaffected.

19. Personal belongings

Guests are responsible for their passports, money, vehicles and personal belongings. We are not responsible for loss, theft or damage unless caused by our negligence or where liability cannot legally be excluded.

Items left behind may be stored for a reasonable period. If you request their return, you are responsible for reasonable packaging and delivery costs. Unclaimed items may be disposed of or donated after reasonable attempts to contact you.

20. Complaints during the stay

Please report a problem as soon as reasonably possible by using the contact details provided with your booking. This allows us to investigate and, where possible, remedy it during your stay.

For a formal complaint, email info@holihelpservice.com with your booking reference, a clear description of the issue and any relevant photographs or documents. We will acknowledge and handle the complaint within a reasonable period.

Official consumer complaint forms (hojas de reclamaciones) are available where required by Spanish law. You may also contact the competent municipal or regional consumer authority.

21. Liability

We are responsible for providing the booking and management services with reasonable care and skill. The property owner is responsible for obligations that legally attach to ownership or the provision of the accommodation, without limiting any direct responsibility HoliHelpService has under applicable law.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud, wilful misconduct, breach of mandatory consumer rights or any liability that cannot legally be excluded or limited.

Subject to the paragraph above, neither we nor the owner are responsible for loss caused by:

the guest’s own act, omission or breach of these Terms;

an unrelated third party whose actions could not reasonably have been prevented;

an event beyond reasonable control; or

use of the accommodation or its facilities contrary to instructions or for an unauthorised purpose.

Nothing in this section affects your rights under applicable consumer law.

22. Privacy

Personal data is processed in accordance with the HoliHelpService Privacy Policy, which is made available on the website. This includes processing required to administer the booking, take payment, communicate with guests and comply with Spanish guest-registration obligations.

23. Applicable law and disputes

These Terms and the booking contract are governed by Spanish law.

We encourage you to contact us first so that we can try to resolve any dispute. If a dispute cannot be resolved amicably, it may be brought before the courts determined by applicable law. If you are a consumer resident in the European Union, nothing in these Terms removes any mandatory protection or right to bring proceedings before a court available to you under applicable consumer and jurisdiction rules.

24. General provisions

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. The invalid provision will be interpreted or replaced only to the minimum extent necessary to make it lawful and enforceable.

A delay in enforcing a right does not constitute a waiver of that right.

No person other than the guest, HoliHelpService and, where applicable, the accommodation owner has a right to enforce the booking contract, except where mandatory law provides otherwise.

The English version is the version presented for this booking. If a translation is provided, it is intended to assist understanding. Mandatory language and consumer-protection rules remain unaffected.

25. Contact details

For questions, changes, cancellations or complaints, please contact:

HoliHelpService

Email: info@holihelpservice.com