Terms & Conditions

Accuracy of website information

We have taken every care to provide accurate and up to date information on this site. However, as all our Lanzarote villas and apartments are privately owned there may be occasions where particular facilities are no longer available.If you are booking your holiday based on a particular facility offered, please ensure you make us aware of this at the time of booking.

Additionally, furnishings and decoration may differ from the photos as our owners frequently carry out work to improve their properties.

If any of your party has any special requirements or disabilities please inform us before confirming your reservation so we can ensure the accommodation you have chosen is suitable for your needs.

Alternative accommodation

We will do our utmost to provide you with the accommodation selected by you at the time of booking. If however, due to circumstances beyond our control, the accommodation becomes unavailable, we will try to offer you a property of comparable or higher standard depending on the availability at the time. Should you choose not to accept the alternative offered, the booking will be considered as having been mutually cancelled and any monies already paid to us will be refunded to you. We cannot be held liable for any other costs incurred by you.

Deposit

A booking is not considered binding until such time as we have received the deposit and issued our confirmation to you. The balance of the booking must be paid to us no later than 10 weeks prior to your planned arrival. If you make a booking less than10 weeks before your arrival date it must be paid in full on the day of booking. If you have not paid the full amount by the advised due date you are liable to have your booking cancelled with charges applied in accordance with the scale shown below.

Accommodation only

Our contract with you is for accommodation only. It is your responsibility to arrange flights but we would ask you to ensure the accommodation you wish to book is available and has been reserved for you prior to booking your flights. We can place a property on hold for you for 24 hours to allow you to coordinate both accommodation and flights. If you do not confirm the booking within 24 hours, the hold will expire and the property will be placed on our available list again. Should your flight be subsequently cancelled or flight times altered, we will do our utmost to accommodate the changes but we cannot be held responsible if we are unable to do so. If you cancel your booking with us as a result, cancellation charges will apply according to our scale.

Travel documentation

It is your responsibility to ensure your passport and / or visa are in order.

From 01.01.21 the UK is no longer a member of the EU and all UK travellers are required to hold a full valid passport. Your passport must be valid for a minimum of 
6 months after your departure date; please remember that if you renewed your passport early any extra time added to your passport does not count.

There are no visa requirements for passport holders from other EU member states or from the UK.

We recommend full travel insurance. UK Nationals can continue to use their UK European Health Insurance Card (EHIC) for health cover. Current EHICs remain valid until the expiry date on the card. Once expired a replacement, now called the Global Health Insurance Card GHIC) can be applied for. Find outmore at www.nhs.uk/ghic

Also, if you may wish to hire a car during your stay please check before you travel if an international driving permit is required because this is also uncertain.

COVID-19

Please see the final section about health requirements for travel.

If you are unable to travel as a result of your documentation not being in order, you will not be entitled to claim any refund from us and cancellation charges will apply according to our scale below.

Insurance

If you have not done so already, we strongly advise you to take out holiday insurance once you have made your booking. We cannot be held responsible for any injury or loss or damage to you or any of your property whilst you are on holiday.

Single sex and/or young groups

In instances where the booking consists of a large group of individuals of the same sex and/or young people, we reserve the right to either decline the booking or charge a security deposit of £100 per person which will be refundable at the end of the holiday, provided the property is left in a satisfactory condition. If the property is damaged in any way, the security deposit will be held until such time as the damage is repaired. We will then refund any balance remaining of the deposit. In the event the security deposit has been insufficient to cover the cost of the damage, we reserve the right to invoice you for the additional amount necessary.

Cancellation charges

If you decide to cancel your booking, you must notify us in writing. The effective date of the cancellation will be the date the written notice of cancellation is received by us. We will accept email notification as written cancellation provided this comes from the same email,address as that used when the booking was made.

However, in exceptional circumstances, and only by agreement with us, it maybe possible if you have paid in full, to transfer a payment made for a holiday, subsequently cancelled, to another booking at a future date, subject to an administration fee of £50. In these circumstances the payment will be held by us until another booking has been made.

If you cancel your booking you will be charged according to the following scale:

up to 70 days before arrival – loss of the 25% deposit
between 69 and 42 days before arrival – 50% of the total price payable
between 41 and 28 days before arrival – 75% of the total price payable
between 27 and the day of arrival – 100% of the total price payable

COVID19 – please read the section below relating to cancellation due to Covid19.

Currency and payment methods

All prices quoted on this website are in GB Pounds (£).

We accept payment by electronic transfer in GB Pounds (£)

Should you wish to make payment in Euros (€), please contact us. The amount to be paid will be calculated using the exchange rate applicable on that day and can be paid by electronic transfer.

Payment by Visa/MasterCard credit/debit card is taken in Euros (€), calculated using the exchange rate applicable on that day. International charges may be applicable, please refer to your Card provider.

We are unable to accept charge cards.

Property check in and check out

Due to the extra cleaning requirements imposed by the authorities as a result of the pandemic, we will not be able to offer either early check in or late departure times. Our check in time is 16.00. and check out is 10.00.

If it is important to you to be able to stay later or arrive earlier, it may be possible for you to book an extra day in your accommodation either at the beginning or end of your stay; please enquire when making your booking.

Problems in resort

In the unlikely event a problem should arise during your stay, you must report this to our office as soon as possible to allow us the opportunity to resolve it satisfactorily. We will do our utmost to resolve the situation, but would ask that you make allowance for local working times and holidays.

Unfortunately, we have no control over failure of public supply or utility such as water or electricity although we will do our utmost to ensure any disruption caused by such failure of supply is minimized.

If we are unable to resolve your problem during your stay, any complaint you may wish to make must be in writing to our office in Lanzarote, within 14 days of your return date. We will accept an email as written documentation provided this comes from the same email address as that used when the booking was made.

Privacy Policy

To enable us to process your booking inquiry we have to ask for personal and private information from you. This will include the names of everyone in your party booking, your address, telephone number, email address, credit card details and any other details that may affect your booking (eg disabilities, medical requirements, etc.)

If a you make a booking with LanzaroteOne the relevant details are forwarded to anyone responsible for your holiday arrangements. The information may also be provided to public authorities, such as the police, as required by law. However we will not forward any of your details to any other person or company without your prior written consent. In making a booking with us, you accept these conditions.

If you choose Lanzarote Property Management to let and/or manage your property we will collect details such as your name, contact details, bank account details, details of the accommodation to rent. The information may also be provided to public authorities, such as the tax authorities and police, as required by law. However we will not forward any of your details to any other person or company without your prior written consent. In agreeing for us to let and/or manage your property, you accept these conditions.

Your details will be retained on our database for future use. If you do not wish us to retain these details please email us at info@lanzarote1.com. If at any time you wish to know what details are being held or processed, please email us. Please note that we may charge a small administration fee for this service. We cannot delete your details if we remain under contract to you, either in respect of your holiday booking or letting and/or managing your property. We may also be required to retain certain information by law and/or for legitimate business purposes.

We use advertising companies, including search engines, internet portals, etc and they may monitor visits to the website in order to ascertain the effectiveness of our advertising and website availability.

All the information is retained in our data centre where we have security staff 24/7/365 and strict building access controls including bio-metric scanners. Only authorised staff have access to locked racks where data is physically stored. Virtual access is controlled using various authentication systems, including cryptographic keys. When your data must leave the EEA we ensure that the appropriate safeguards are in place to protect you.

Third party vendors, including Google, use cookies to serve ads based on your prior visits to our website.

We take every care to protect your private and personal details and would like to thank you for visiting our website and hopefully booking a holiday with us or giving us your property to rent. If you have any queries at all, please do not hesitate to phone or email us.

COVID19

Please remember regulations are subject to change at very short notice and while we do our best to keep you informed, it is your responsibility to comply with the regulations in force at any time.

If you are unable to travel as a result of your documentation not being in order, you will not be entitled to claim any refund from us and cancellation charges will apply according to our scale below.

Commencing 23 November 2020 there will be 2 different regulations with which you have to comply and below we explain what you need to do.

On arrival at Lanzarote airport all international arrivals are required to have the QR code generated via the website https://www.spth.gob.es or the Spain Travel Health-SpTH mobile app.

On arrival at Lanzarote airport all arrivals from a high risk country or area are required to have a negative Active Infection Diagnostic Test result, taken within 72 hours prior to arrival in the Canaries. We understand a PCR test is acceptable but not an antigen test.

High risk areas are defined by the EU, but as of 14.11.20 this includes most of Europe; the full list is available on the Spanish Ministry of Health website at https://www.mscbs.gob.es and also on the SpTH website at https://www.spth.gob.es The list is reviewed every 15 days and the updated list will come into effect 7 days after it’s publication.

The negative test result can be in electronic or paper format and should include:

travellers name
passport number or national identity document
test date
identification and contact details of the centre or lab who carried out the test
the technique used
negative test result

Arrivals from a low risk area or mainland Spain are required to present to the management company a negative test result taken within 72 hours prior to arrival in the Canaries to be able to access their accommodation. This applies to every traveller aged 6 years and over.

The test required is the same as above although we understand an antigen test is acceptable, but not the rapid antigen tests with no certificate from the lab or centre who carried out the test.

As the management company for the property you will be staying in we are required to collect these results in advance in order to allow you access to your accommodation.

When you have the results of each member of your party aged 6 years and over, please send them before you travel to our dedicated email address covidtests@lanzarote1.com stating your arrival date, the lead name of your booking and booking reference (8 digits) in the subject heading. We are required by the Canarian Health Authority to retain the information until 15 days after your departure, after which it will be deleted automatically.

The authorities require that all arrivals download the RadarCovid App on arrival and until 15 days after your departure. You can select which language you prefer (English is ‘Ingles’ in the drop-down menu) and you will need your Bluetooth enabled.

It is mandatory to wear a face mask in public in urban areas, both inside inside and outside, and anywhere social distancing is not possible. The exceptions to this are when you are carrying out a sport, eg running, cycling, swimming but you should put it back on as soon as you have completed your activity and if moving about on the beach. Also in cafes, bars and restaurants you can remove your mask while seated at your table. All establishments provide hand sanitiser for you to use as you enter.

48 hours before your return to the UK you are also required to complete the UK Locator form online at https://www.gov.uk/provide-journey-contact-details-before-travel-uk If you are returning to a country other than the UK, please check the requirements of the country you will return to.

We cannot be held responsible if anyone in your party becomes ill or is suspected of being Covid positive whilst in resort in respect of medical expenses, extra accommodation and costs as a result of quarantine, or extra travel expenses.

If you have paid in full, are within 2-3 weeks of your date of travel and are forced to cancel your booking due to official travel restrictions and your flights are cancelled with no suitable alternatives available, you must inform us in writing; we will accept email notification as written cancellation provided this comes from the same email address as that used when the booking was made. You must also inform your Insurance provider immediately.

In this instance, if new dates are known, we will transfer your booking and payment to a future date in the same accommodation however, if new dates cannot be agreed, we will raise a credit note to be held by us until another booking has been made; alternatively we will refund monies you have paid to us. Any change, credit note or refund will be subject to an administration fee of £50.

If the decision not to travel is made by you / your party, and is not due to official restrictions, but recommendations not to travel or other personal reasons, this will be treated as a normal cancellation and therefore subject to our Cancellation Policy as detailed above.

Due to the extra cleaning requirements imposed by the authorities as a result of the pandemic, we will not be able to offer either early check in or late departure times. Our check in time is 16.00. and check out is 10.00.

If it is important to you to be able to stay later or arrive earlier, it may be possible for you to book an extra day in your accommodation either at the beginning or end of your stay; please enquire when making your booking.

We have also had to change our normal cleaning and laundry routine and maintenance services, please see below for details.

The authorities have imposed new regulations relating to the services provided in tourist accommodation which means we have had to make some changes to our normal services during your stay.

Due to the extra cleaning and disinfecting requirements imposed, we are not able to offer either an early check in on your arrival day or a late departure on your last day. Our check in time is 16.00. and our check out time is 10.00. in order to allow sufficient time for our cleaners to do their job thoroughly. If it is important for you to be able to stay later or arrive earlier, it may be possible for you to book an extra day in your accommodation either at the beginning or end of your stay.

Prior to your arrival, your accommodation will have been thoroughly cleaned and disinfected.

Our cleaners have a check list of everything they have to do in the property, including special cleaning of all surfaces that may have been touched, light switches, door handles, TV and air conditioning controls, etc. using specified disinfectants, also spraying with specified disinfectant all soft furnishings, curtains, sofas, cushions, bed covers, etc. Each cleaner will wear a new set of PPE for each property they visit.

If your stay is up to 9 nights, on your arrival you will find an extra set of towels for you to use. After your departure the property will be thoroughly cleaned and disinfected in preparation for future clients.

If your stay is between 10 and 17 nights, on your arrival you will find an extra set of towels for your use during your first week and a set of bags for you to use for the used bed sheets, pillowcases and towels that we will collect at the end of the first week. At the same time we will deliver a new set of bed sheets, pillowcases and towels in sealed bags, for your use during the remainder of your stay. After your departure the property will be thoroughly cleaned and disinfected in preparation for future clients.

It is important that you dispose of all your rubbish in the large refuse bins that are situated throughout all the resorts and do not leave any rubbish at all inside or outside the property on your departure.

If you require any cleaning service in the property during your stay, please email us in advance at our local office (frontdesk@lanzarote1.com) to make arrangements. Ideally we will do this on a day and time when you are out. The cleaning personnel will wear PPE.

Similarly, if it is necessary to carry out any maintenance or repairs during your stay, if possible we will arrange with you to do it on a day and time when you are out. Again, all personnel will wear PPE.

Our normal pool cleaning and garden maintenance will continue and we will try to do this with the least inconvenience to you, however, their work is all outdoors and all personnel will wear PPE and respect social distancing.

We will continue to make our welcome visits to all clients in our villas within 1 – 2 days of your arrival and maintain social distancing throughout. If however, you prefer that we don’t visit you, please inform us in advance by email (frontdesk@lanzarote1.com)