FAQ

1. Booking conditions

Reservations are formalized according to the different generic or specific conditions accepted at the initial moment of confirmation: selected dates, number of guests, number of nights, entry and exit times of the property, etc.

Any subsequent modification of the conditions of the reservation must be accepted by both parties, and any substantial alteration of them may have an extra cost.

2.- Cancelation conditions

1. General cancellation conditions: unless expressly specified otherwise, reservations are considered non-refundable and the penalty amounts, in the event of cancellation or non-compliance with the agreed payment term, will be the total amount already paid.
2. Specific conditions: in the event that other cancellation policies are expressly publicized, they will govern in everything that expressly modify the general conditions.
3. Cancellation conditions due to Covid-19 or similar: in case of government prohibitions on passenger transit, both at the client's point of origin and at the destination, the right to free cancellation will be granted.
   To benefit from this free cancellation exception, the reason for it must affect at least half of the clients and must consist of an express government ban on traveling to Mallorca or leaving the place of origin.

3. Security deposit

The formalization of the reservation entails the obligation of the client to constitute a security deposit of variable amount depending on the property, and that serves as a guarantee against any breakage or serious damage to the property, additional expense made during the stay or for breach of municipal civic ordinances. In the latter case, the agency may retain the amount necessary to cover any police or municipal sanction as long as it is aware of said breaches: by being notified directly by the Police, by the repeated complaints of several neighbours or by direct knowledge of the agency staff.

The non-payment of said security deposit in time will have the effect, as well as the non-payment of any other amount already agreed, the cancellation of the reservation due to breach of the payment schedule Said deposit will be formalized by bank transfer within the period stipulated at the time of formalizing the reservation and will be returned by the same means within a maximum period of 7 business days upon leaving the property, in the bank account that the client will provide for this.

4. Cleaning fee

All reservations imply the mandatory payment of a cleaning fee of variable amount depending on the reserved property.

The payment of this fee guarantees the delivery of the property in adequate conditions of hygiene, disinfection and habitability, with special attention to viral disinfection for the complete safety of clients against possible threats such as Covid-19 or others.

The payment of this fee guarantees the delivery of the property in adequate conditions of hygiene, disinfection and habitability, with special attention to viral disinfection for the complete safety of clients against possible threats such as Covid-19 or others.

• Leave kitchen utensils and kitchenware (pots, pans, glasses, cutlery, etc.) clean and placed in their proper place.
• Leave the property free of garbage or waste inside and must deposit said garbage in municipal containers located on public roads.

5. Tourist tax

In compliance with the Tax Law on tourist stays in the Balearic Islands (…) (Law 2/2016 of March 30) and its Development Decree (Decree 35/2016 of June 23), each reservation will entail the payment of one amount per night of accommodation for guests over 16 years of age, minors under 16 being exempt from payment.

The daily amount of this tax varies, being € 2.20 from May to October and € 0.55 the rest of the months.

6. Consumption

All reservations include free of charge all consumption of running water and, where appropriate, bottles of butane gas. Likewise, € 50 of electricity consumption per reservation is also included, the difference being charged to the customer in the event that there is more than free consumption.

The main objective of this measure is to make customers aware of the responsible use of electricity, for environmental reasons and to avoid situations of misuse of the facilities.

The main factors that can cause such overconsumption are especially related to the rational use of air conditioners and to prevent it, it is enough to follow the following premises:

• Close windows and exterior doors while they are being used (the entrance of outside air, of a different temperature than the inside, multiplies the effort and consumption of these)
• Turn them off when leaving the property for more than 1 hour
• Air conditioning the house to the ideal temperature for thermal comfort: 24º - 26º in summer / 20º-22º in winter
• In the winter season, if the property has them, each reservation will additionally include € 50 of non-electric consumption (diesel, gas, propane ...).

All properties have an electricity meter, indoor or outdoor, which the client can access to check their electricity consumption or otherwise.

7. House Rules

All municipal civic and coexistence regulations must be complied with, both in the home and on public roads, and the Police may punish non-compliance with them.

Since most of the residents close to the permanent residences are not on vacation, their rest hours are normal and not as relaxed as they can be on vacation, so this circumstance should be understood and, while still enjoying the holidays, be respectful with your rest.

In accordance with article 50.12 of the Balearic Tourism Law (Law 08/2012 of July 19), the agency must require the abandonment of the property within a maximum period of 24 hours from those clients who seriously alter the rules of coexistence. This measure is considered exceptional and only for \"serious\" breaches.

The basic rules of coexistence are similar to those that anyone can have in their place of origin, and consist of the following:

• Prohibitions in housing
  • The use of musical devices in the home
  • The organization of parties
  • The access of people other than those housed
  • Jump from walls, balconies or doors to access the property
  • Making noises that alter the neighbourhood rest
• Prohibitions on public roads
  • Spitting, defecating, urinating or throwing garbage in the street
  • Deposit garbage in inappropriate containers or after hours allowed
  • Drink alcoholic beverages in a group
  • Exhibitionism or sexual activities
  • Damage urban furniture

8. Minimum age to reserve

Except for those properties that expressly and clearly require an older age, the minimum age required to formalize a reservation is 18 years. This requirement must be met, at least, by the person responsible for the reservation.

If you are not 18 years old at the time of formalizing the reservation, but you do meet them prior to the start date of the reservation, the reservation may be accepted in the name of an adult family member, even if they are not staying at the property, a circumstance that must be previously requested from Portic Villas.

9. Promo codes

The promotion codes provided by Portic Villas are valid only and exclusively on its own website, may consist of a percentage or quantitative discount and have a limited time validity that will be determined at the time said code is provided.

The agency reserves the right to, exceptionally, cancel or modify promotion codes already issued, but not yet redeemed.

10. Documentation

I n accordance with current citizen security legislation, all guests must prove their identity, with the agency being responsible for collecting such data. For this purpose, a copy of the national identity document or passport of the person responsible for the reservation and / or the holder of the credit card with which the payment of said reservation is made, if applicable, will be requested. The rest of the guests must provide all their identification data, without being necessary in this case the provision of a copy of the identification document. All these data and documentation must be provided prior to arrival at the property through the data form.

11. Data Form

This document collects, in addition to the data essential by law for the identification of the guests, others necessary for the coordination of the reservation, such as the method of transport chosen by the client, identification of the flight / ship number, among others.

The transmission of said data from the client to Portic Villas is carried out in an encrypted way for the security of said transmission, said data being guarded by the agency in accordance with current European legislation on the protection of personal data (RGPD).

12. Maintenance and access to property

To guarantee the proper quality and chemical balance of the water, the swimming pool of the house is periodically maintained by accredited technicians of the company, who will access the pool area with their own key at the least intrusive hours possible to respect the privacy of the maximum. the clients. Said accesses will be up to 2-3 days a week, and whenever possible, they will be previously known by the guests.

13. Recepción no presencial/ Auto check in

At the entrance of the property you will find a security box that contains the keys with which you can access the villa. By entering the code that will be provided along with the check-in information, the front of the box will move forward, allowing you to access the keys to the property. In the event of any problem in accessing the keys, you will have the agency's 24-hour telephone contact for your assistance.

Once the box has been used, it is important that the correct code is not left in view of other people, for which you must move said code once the box is closed. In this way, your group will be able to safely use the box to deposit the keys during their stay, thereby allowing all members of the same group greater freedom, regardless of the number of sets of keys available.

If upon entering the property you detect any incident, flaw or damage caused prior to your arrival, we ask you to inform it by email or WhatsApp during the first 24 hours of your stay in the house. We recommend that you take the necessary photos and attach them to your message. Our maintenance team will offer you assistance as soon as possible to correct the reported deficiencies.

14. Early check in

The early reception service (before 2:00 p.m.) is subject to availability that the house is already free and can be clean.

Days before entry, our team will be able to confirm the availability of the service, the earliest possible time of entry and the additional cost of said service.

15. Non presential check out / Auto check out

When you are ready to leave (until 10:00 in the morning unless you have contracted the late check-out service), you must leave the keys inside the house, on the dining room table. Whenever possible, you should leave a set of keys inside the security box located at the entrance of the property and with the code reset so that it is not visible to other people outside your group. The house must be left completely closed (doors and windows), and all air conditioners turned off. If you wish and for your peace of mind, you can check the electricity meter reading before leaving.

16. Late check out

The late check-out service (from 10:00 a.m.) is subject to availability and may incur an additional cost. This service is only confirmed in the days prior to departure.

In case of accepting the service, the client must confirm their interest in writing (via email or WhatsApp) indicating their departure time from the property.

Payment for this service will be made at the time the request is confirmed.

17. Emergency phone

We have a telephone service 24 hours a day, to assist the client during the stay in urgent situations. For any other type of non-urgent attention, you should contact the office.

18. Incident

We do everything possible to ensure the perfect condition of our properties. If during your stay you report any incident to us, our technical team will try to solve the problem as soon as possible.