Discover Bilbao from the heart of Deustown

These are the general conditions applicable to all reservations. In case of any exception, it will be indicated in the apartment file. These conditions will govern the relations between THE URBAN HOSTS, owner of the website, and the people who make their reservations with us (hereinafter, the CLIENT).

Payment conditions
Outstanding balance . The amount pending payment will depend on the general conditions of each owner, the entire payment must be made on our website with all our payment methods or on the day of entry into the apartment. You should not pay anyone without our consent and you will receive the instructions both in the apartment file and in the confirmation.

Refundable deposit . To cover any damage to the apartment, upon arrival the client must pay a deposit by credit card, the amount of which will be marked on the apartment file.

This amount will be returned at the end of your stay, as long as all the conditions for it are met. It must be done with a credit card. If exceptionally it has been made in cash, the return will be made by transfer and the expenses will be borne by the client.

The deposit will be retained, in whole or in part, if damage is found in the apartment caused by the client during their stay or they do not respect the rules of coexistence set by each owner. Likewise, an extra cleaning surcharge will be applied (it will vary depending on each apartment when the apartment is not returned in a reasonable condition of cleanliness and order (dirty kitchen, excessive garbage or disorder).

All inclusive
The amount of the reservation includes VAT (10%), water supplies, energy and telecommunications.

Not included:

The additional services that the client can contract.
The entrance to the apartment before the usual time (4:00 p.m.) and the exit after the limit time (11:00 a.m.), nor the entrances after a specific hour (each apartment will mark its entrances and exits)
Cleaning
Each reservation includes a mandatory end-of-stay cleaning service that will be paid separately from the price. All apartments will be equipped with sheets and towels. However, the client is responsible for cleaning the apartment, removing the waste generated and returning it in reasonable conditions of cleanliness and order.

Number of guests. It is forbidden to accommodate in the contracted apartment a number of guests greater than that declared in the reservation (except children under 2 years of age), unless expressly authorized by Urban Hosts and prior payment of the price increase.

Cancellation and modification of reservations
It will depend on the cancellation policy of each apartment.

Responsibility
Use of the apartment . By making a reservation on our website, the client and their companions agree to make appropriate use of the rented apartment, exempting Urban Hosts in any case from any responsibility for the damages that this use could cause.

Valuables . Urban Hosts is not responsible for valuables that the client brings and/or deposits in the apartment. You can take out additional insurance or look in the tab of each apartment if you have a safe.

Damages caused . The client will be responsible for the damages caused to the floor, except for what refers to the normal wear and tear caused by the daily use of the floor. In case of losing the keys, you must pay the expenses derived from making copies and/or changing the lock.

Other conditions
Pets . It will depend on each apartment . Consult the file for each apartment or contact our reservations department .

No smoking . Smoking is not allowed in the apartments, except on balconies, terraces, patios and gardens. In case of breaching this rule, they may be expelled and charged part or all of the deposit.

Specific rules of the apartment . The rules are delivered upon arrival and the guidelines for proper functioning will be established, such as keeping silence at certain times, garbage deposit. RESPECT FOR OTHERS IS THE MOST IMPORTANT THING, as well as for the Environment.

It is evident that these rules must be respected, which are often common sense and facilitate coexistence with other neighbors. It is important to respect the rest of the neighbors, for which we ask our guests not to carry out noisy activities, especially between 10:00 p.m. and 8:00 a.m. It is also important to avoid all those actions that may disturb the neighbors, such as music that is too loud, noise, etc. Parties and the entry of people not staying in the house are totally prohibited to respect the rest of the neighbors and will be grounds for expulsion from the apartment if this rule is not respected. It is essential to make good use of the common areas of the building where the tourist home is located, as well as to behave civically both in the tourist home and in the building.

Urban Hosts is firmly committed to the environment, all towels, sheets, etc. are specially treated, do not use more water than you need and turn off all the lights in the apartment if you are not there. we all win

Breach . Serious and/or repeated breach by the client or their companions of the previously established conditions will grant Urban Hosts the right to demand the immediate abandonment of the apartment, without any compensation and according to the rules of each apartment to keep the deposit of the same .

Booking an apartment with Urban Hosts implies acceptance of these general conditions, as well as the jurisdiction and jurisdiction of the courts and tribunals of Bilbao.

Personal data . In compliance with article 5, section 1.a), of Organic Law 15/1999, on the Protection of Personal Data, we inform the client that the personal data provided to us will be incorporated into a file duly registered in the Registry established for this purpose by the Data Protection Agency, and will serve for the effective provision of the services you have contracted. Only those employees and suppliers who must know such data in order to provide said services will have access to them. In any case, the client can exercise the rights of access, opposition, rectification and cancellation provided for in the aforementioned Law.

arrival . The entrance to our apartments is made from 4:00 p.m. If you want to enter the apartment before the established time, please let us know in order to organize, if possible, if possible we will make an effort to have it ready before that time. There will be an extra cost depending on the apartment if you arrive after 9:00 p.m.

exit . The apartments must be vacated for cleaning by 11:00 a.m. at the latest. If you wish to leave the apartment between 11:00 and 14:00, please let us know in order to organize it, if possible.