These Terms of Service set out the basis on which we offer the private villa at 27 Oceanview Drive, Palma, Spain for short-term holiday stays, and the terms that apply when you send a booking request through this website. They explain how a request becomes a confirmed booking, how the price is made up and split into a down payment and a final payment, what happens if plans change on either side, what is expected of guests during their stay and where responsibility sits if something goes wrong. What we do with the personal details you enter, how long we keep them and what you can ask us to do with them are described separately in the Privacy Policy published on this site. Please read these terms before you submit a booking request, and keep a copy together with your confirmation e-mail so that you can always refer back to the version that applies to your stay.

Scope and Acceptance

These terms apply to your use of the Stayora website and to every booking request submitted through it for the villa at 27 Oceanview Drive, Palma, Spain. Where these terms say “we”, “us” or “our”, they mean the business behind Stayora, which lets the villa to private guests and which the Privacy Policy on this site describes in the same words; the property, the calendar and the price agreed with you are looked after by our host, Isabelle Moretti, who is the person you will deal with from your first enquiry to your departure. The stay is a private holiday rental arranged directly between you as the guest and us, let for holiday purposes only and for the period stated in your confirmation; a booking does not create a tenancy, a residential lease or any right to remain at the property beyond the confirmed departure date. By choosing your check-in and check-out dates, entering the number of adults and children travelling with you and submitting the booking form, you confirm that you have read these terms and accept them for yourself and for everyone in your party.

To send a booking request you must be of legal age in your country of residence and must book in your own name. The person who submits the form is the lead guest: they are the point of contact for all correspondence about the stay, and they are responsible for making sure that the details entered, including the first and last name, e-mail address, telephone number and the street and number, ZIP or postal code, city and country, are complete and correct, since we use them for the confirmation, for the payment request and for any documentation required at the property. The lead guest is also responsible for the conduct of every member of the travelling party, including children, and for passing on the house rules set out below to each of them before arrival.

Booking Requests and Confirmation

The check-in and check-out dates and the guest numbers you choose on the homepage are carried over to the booking confirmation page and, together with the details you enter there, form the content of your request. Submitting the form sends that request to us: it is a request only, it does not create a confirmed booking, it does not set the dates aside in the calendar and it does not oblige us to accept it. Prices and availability shown on the website are indicative and may change between the moment you begin a request and the moment we review it, for example where an enquiry for the same dates has already been accepted.

We review each request individually, and a person rather than an automated system decides whether we can take it, looking at the dates, the size of the party and the calendar; we reply by e-mail, usually within two working days. A booking comes into existence only once you have received a written confirmation from us stating the confirmed dates, the number of guests and the agreed total price, and once the down payment has reached us in accordance with the payment terms below. From the moment we send that confirmation we set the dates aside for you until the payment deadline it states. Because everything depends on that e-mail reaching you, please make sure the address you enter is correct and check your spam folder if you have heard nothing. If we cannot accept a request, no amount is payable and we will suggest alternative dates where we can.

The arrival time and the message to the host are optional fields and are treated as preferences rather than commitments. We will do what we reasonably can to accommodate an early arrival, a late departure or a special request you mention, but these depend on cleaning schedules and on the bookings either side of yours, and they become part of the agreement only once we have confirmed them in writing. We may also decline a request without giving reasons, for example where the party is larger than the property can comfortably hold or where the stay would fall short of the minimum number of nights that applies to the dates you have chosen.

Prices, Taxes and Payment

The total price of your stay is calculated from the nightly rate for the villa multiplied by the number of nights between your check-in and check-out dates, together with the taxes and fees set out in the price summary on the booking confirmation page. That summary separates the accommodation cost from the mandatory charges that apply to short-term stays at the property, such as a local visitor levy collected for the nights booked. The figures shown before you submit are an estimate based on the dates and guest numbers you selected; the binding total is the one stated in your written confirmation, and it does not change afterwards unless you ask to modify the booking, an optional service is added at your request, or a mandatory charge is altered by a change in the applicable rate, in which case we will tell you about the difference well before your arrival.

Payment is made in two parts. The down payment shown separately in the price summary is due within the period stated in your confirmation and is what secures the dates for you; the final payment covering the remainder is due before arrival, by the date given in the same confirmation. Where a booking is made close to the arrival date, we may ask for the full amount in a single payment instead. No payment is taken through this website and no card or bank details are entered on the booking form: the accepted payment methods, the currency and the details needed to pay are sent to you with the confirmation, and any transfer or currency conversion charges applied by your own bank are yours to bear.

If the down payment does not arrive within the period stated, we may release the dates and treat the booking as having lapsed, after first getting in touch to check that nothing has gone astray. If the final payment is not received by its due date and no other arrangement has been agreed in writing, we may treat the booking as cancelled by you and apply the cancellation terms below. Any refund is made to the person who made the payment and, wherever possible, by the same route the money came in, less only an amount that these terms expressly allow us to retain.

Cancellations, Changes and No-Shows

Cancellations must be sent in writing to hello@stayora.com and take effect on the day the message reaches us. If you cancel more than thirty days before your check-in date, the down payment is refunded apart from a handling fee covering the costs already incurred. If you cancel between thirty and fourteen days before check-in, the down payment is retained and any part of the final payment already made is refunded. If you cancel fewer than fourteen days before check-in, the full price of the stay remains payable. The same applies if you do not arrive without cancelling, and leaving earlier than the confirmed check-out date does not entitle you to a refund for the nights you choose not to use.

The terms above are the ones that govern a change of plan on your side, as the right to change your mind that accompanies many online purchases does not normally extend to accommodation booked for specific dates, so please choose your dates with care. Requests to move your dates, to shorten or extend a stay or to change the number of guests are always subject to availability and to our agreement. Where a change can be accommodated, any difference in price for the new dates or guest numbers is payable by you, and a change that substantially alters the booking, such as moving it into a different season, may be handled as a cancellation of the original booking and a fresh request. No change takes effect until we have confirmed it in writing.

If we have to cancel a confirmed booking, for example because damage, a technical failure or a safety issue makes the villa unfit to occupy, we will tell you as soon as the situation is known and refund every amount you have paid for the stay in full and without deduction. Where practical, we will help you look for alternative dates or for comparable accommodation nearby, but we cannot take on the cost of flights, transfers or other arrangements you have booked separately.

Arrival, Departure and Occupancy

Check-in is from four o’clock in the afternoon on the day of arrival and check-out is by eleven o’clock in the morning on the day of departure, unless we have agreed a different time in writing. Directions, access details and the key arrangements are sent by e-mail in the days before you travel, and the optional arrival time you give in the booking form helps us plan the handover, so please tell us if your travel plans change. We may ask to see an identity document for each adult guest on arrival, as is usual for holiday accommodation; that check is made in person at the property, and we will never ask you to send copies of documents by e-mail beforehand. Departing later than the agreed time without arrangement may be charged for, both for the additional use of the house and for any disruption caused to the guests arriving after you.

The number of guests stated in your booking request and repeated in your confirmation is binding and must not exceed the maximum occupancy shown on the property page; children and infants count towards that maximum unless the confirmation expressly says otherwise. Additional visitors may not stay overnight without our prior written consent, and day visitors should be announced in advance so that neither the household nor the neighbours are taken by surprise. If more people arrive than were confirmed, we may refuse access to the additional guests or end the stay, in either case without a refund. The booking is personal to you: it may not be transferred or resold, and the property may not be sublet, re-advertised or made available to anyone outside the confirmed party.

On the day of departure we ask that you leave the villa tidy and in a reasonable state, with dishes cleaned or in the dishwasher, rubbish taken to the bins provided, furniture back where you found it and windows and doors closed. A final clean is included in the price, so nothing beyond ordinary tidiness is expected, though we may charge separately for clearing an exceptional mess. Items left behind are kept for one month and returned on request, with the cost of packing and postage payable by you; anything still unclaimed after that period may be given away or disposed of.

The Property, Services and Optional Extras

A confirmed booking gives your party exclusive use of the whole villa together with its garden, terraces and pool for the nights booked. The price includes the furnishings and equipment described on the property page, bed linen and towels, water, electricity and heating or cooling for ordinary domestic use, an internet connection and the final clean at the end of your stay. Consumption that goes well beyond normal household use, such as heating the pool or running the air conditioning with doors and windows open for days at a time, may be charged separately where your confirmation says so.

A holiday house is a lived-in building and occasional problems cannot be ruled out. Interruptions outside our control, such as a power or water cut, a fault in the internet connection or works on a neighbouring property or the public road, are not a failure of the booking, and neither are seasonal conditions such as weather, sea state, pollen or insects. We will arrange repairs as quickly as a local trades person can reasonably be found, and where a defect leaves a significant part of the property unusable for an extended period, we will agree a fair reduction of the price for the affected nights with you. A full refund arises only where the villa cannot be occupied at all, in which case the terms above on cancellation by us apply.

We, our housekeeper and appointed contractors may need to enter the property during your stay for scheduled servicing of the pool and garden or for urgent repairs. Routine visits are arranged with you in advance and kept as short as possible, and entry without notice happens only in an emergency such as a leak, a fire risk or a security problem. Optional extras are not included unless your confirmation says otherwise: an airport transfer, a mid-stay clean, additional linen, private catering, a cot or high chair, or an agreed late check-out are arranged separately and charged at the rates we communicate to you in writing before the service is provided.

House Rules and Guest Conduct

The villa is a private home in a residential neighbourhood and should be treated as one. Please keep noise at a considerate level, particularly between ten in the evening and eight in the morning, and respect the neighbouring houses, their gardens and their parking. Parties, celebrations, commercial photography, filming and any other event that goes beyond ordinary use of the house by the confirmed party require our prior written consent. Smoking is not permitted anywhere indoors, and pets may be brought only where we have agreed to them in advance and in writing.

The pool, terraces, outdoor areas, barbecue and any equipment provided are used at your own risk and should be used only for their intended purpose. Children must be supervised at all times, particularly around the pool and on the stairs, balconies and terraces, as the pool is unsupervised and is not visible from every room in the house. Please close windows and doors and switch off appliances when you leave the property, never leave candles, cooking or the barbecue unattended, and report any fault, breakage or maintenance issue to us promptly so that it can be dealt with while you are still there.

If guests seriously or repeatedly disregard these rules, disturb the neighbours, damage the property, exceed the confirmed occupancy or behave in a way that puts people or the house at risk, we may end the stay with immediate effect and ask the party to leave. In that case no refund is due for the nights not used, the lead guest remains responsible for any costs caused by the breach, and we may also claim any further loss we suffer as a result, such as compensation owed to neighbours or to a following booking.

Damage, Liability and Events Beyond Our Control

Guests are responsible for the property during their stay and for any loss or damage caused by their party or their visitors, beyond fair wear and tear. Please tell us about accidental damage as soon as it happens rather than at the end of the stay, since most breakages are minor and are far easier to put right while you are still there. Where we ask for a refundable damage deposit, its amount and its due date are stated in your confirmation, and we return it within fourteen days of departure once the property has been checked, less the reasonable cost of any repair, replacement or additional cleaning. The deposit is not a cap on your responsibility, and where the cost of putting damage right exceeds it, the balance remains payable by the lead guest.

Personal belongings brought to the property remain the responsibility of their owners, and we are not liable for their loss, theft or damage, nor for indirect or consequential losses such as missed flights, lost holiday time or the cost of alternative accommodation. Except where a loss is caused by our own fault, our liability is limited to the total amount paid for the stay, and nothing in these terms excludes or limits any liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence. Our insurance covers the building and its contents and does not extend to guests, their possessions or their travel arrangements, so we strongly encourage every party to hold travel insurance covering cancellation, medical costs and personal liability.

Neither party is responsible for failing to perform its obligations where the cause lies beyond its reasonable control, such as extreme weather, fire, flood, earthquake, an epidemic, a failure of public utilities or infrastructure, strikes, civil unrest or official restrictions on travel or on the use of the property. Where such an event prevents the stay from taking place, we refund the amounts paid for the affected nights or, if you prefer and the calendar allows, hold them against alternative dates; where it interrupts a stay that has already begun, the refund covers the nights that can no longer be used. Beyond that, neither party owes the other compensation for an event of this kind.

Website Content and Privacy

The photographs, floor plans, descriptions, amenity lists and sample prices on this website are illustrative and are there to give an honest impression of the property and its surroundings. Furnishings, décor, planting and the immediate neighbourhood change over time, and images may have been taken in a different season or at a different time of day, so they are not a guarantee that every detail will be identical during your stay. An obvious error in a displayed price or in availability does not create a binding offer and may be corrected before a booking is confirmed. The text, images and layout of the site are protected and may not be copied, republished or used commercially without our prior written permission, and access to the site may occasionally be interrupted for maintenance or for reasons outside our control.

The details you enter in the booking form, together with your dates, guest numbers, any arrival time and any message to the host, are used to answer your request, to prepare and manage the booking, to issue payment requests and receipts and to meet the record-keeping obligations that apply to holiday accommodation. What we store, on what basis, who else sees part of it, how long we keep it and what you can ask us to do with it are set out in the Privacy Policy published on this site, which also explains the safer route to use for anything sensitive rather than the message field or ordinary e-mail. The confirmation, the payment requests and the arrival details all go to the e-mail address and telephone number you give us, so please keep them current while your booking is live.

Governing Terms, Complaints and Updates

These terms and any booking made under them are governed by the law of the place where the property is located, and any mandatory consumer protection you enjoy under the law of your own country of residence is unaffected. Together with the written confirmation of your booking they form the whole of the agreement between you and us, so anything discussed beforehand that is not reflected in them or in the confirmation is not part of it, and changes or additions take effect only in writing. If any provision is found to be invalid or unenforceable, the remainder continues to apply and the provision concerned is treated as replaced by a valid one that comes as close as possible to its original purpose. The English version of these terms is the version that applies; any translation is offered for convenience only.

If something is not as it should be, please tell us straight away, while you are still at the property and while there is still a chance to put it right: a problem raised on the first evening can usually be solved the next morning, whereas one raised after departure often cannot be solved at all. If a matter cannot be settled on the spot, write to hello@stayora.com within a reasonable period after your departure, quoting your confirmation reference and your check-in date and describing what happened and what you would like done about it. Both sides agree to try in good faith to reach an amicable solution before taking any further step, and where that does not succeed either party may pursue the remedies available under applicable law, including any consumer dispute resolution scheme open to guests.

We may update these terms from time to time to reflect changes to the property, to the booking process or to legal requirements. The version in force at the moment your booking is confirmed is the version that governs that stay, and a later change does not alter a booking that has already been confirmed; if a change has to be applied to a confirmed booking for legal reasons, we will tell you about it and, where it disadvantages you significantly, you may cancel and receive back what you have paid. The current version is always published on this page, and continued use of the website after an update means that you accept the revised terms for any further request. The Privacy Policy is updated separately and explains in its own terms how we handle a change there.

Contact

Questions about these terms, about a request you have submitted or about a booking that is already confirmed are welcome at any time and are usually answered within two working days. You can write to hello@stayora.com, call or send a message on +1 (555) 248-7316, or write to us at Stayora, 27 Oceanview Drive, Palma, Spain, marked for the attention of Isabelle Moretti. Where you already have one, please quote your confirmation reference and your check-in date, as that allows us to find your booking straight away and to answer without a further exchange of messages.

During a stay, the telephone number above is the quickest route and is the one to use for anything urgent, such as a water leak, a power failure, a problem with access to the house or a medical emergency once the emergency services have been called. In every other situation e-mail is the better channel, because it leaves both sides with a written record of what was asked and what was agreed, which matters for anything that changes the booking, the dates, the number of guests or the price.