Terms & conditions

No's

We can accommodate only adults of 16 years of age or more. All our rooms and apartments are double and we do not have extra beds. All reservations without exception are for a maximum of 2 adults.

No pets allowed.

For the benefit of all our guests, El gran sueño is a 100% smoke-free establishment. This includes the terraces and garden. Smokers can smoke in the public square, just outside El gran sueño.

Arrival and departure times

Arrival is after 5pm and before 8pm. Departure time is by 12 noon. This allows us to air, disinfect, clean and prepare our spaces between guests. We cannot guarantee access to the hotel and apartments outside of these hours without prior agreement with El gran sueño.

Bookings and payment

A valid physical debit or credit card is required to make a reservation. At the time of making the booking, the initial deposit (20% for Standard Rate reservations and 100% for Early Booking reservations) will be charged by our online booking system. In the case of Standard Rate reservations, for the remaining 80%, for your own security, and complying with the EU Directive September 2019 PSP2, we will send you an email and/or text message with a secure payment link to our virtual TPV ***

*** For bookings received from outside the European Union, the deposit will be taken manually from the debit/credit card provided.

We accept MasterCard or Visa cards. We do not accept American Express or Diners. By entering your card details you agree to these Terms and conditions. The customer accepts El gran sueño taking pre-authorisations and/or payment up to the full amount of your reservation. 

Bank transfers will not be accepted.

  • Payment of reservations with Standard Rate: 20% of the total reservation will be charged by our online booking system at the time of making the reservation. The remaining 80% will be charged at least 7 days before the arrival date for hotel room reservations, and at least 28 days before the arrival date for apartment reservations.
  • Payment of reservations with the Early Booking offer (non refundable): 100% of the total reservation will be charged by our online booking system at the time of making the reservation.

The reservation will not be confirmed nor guaranteed until we have received the deposit (20% for reservations with Standard Rate; 100% for reservations with the Early Booking offer). In the case of reservations with Standard Rate, if we don't receive the pending balance before the final deadline of 7 days before arrival, the reservation will be cancelled. We will have the right to put on sale the nights of your original reservation, and therefore you might loose your reservation and deposit. 

Cancellation policy

We are a small family business, with only 5 hotel rooms and 3 self-catering suites. Your reservation is very important to us and we would certainly miss your visit. We pride ourselves in a fair cancellation policy, as we understand that excepcional circumstances may result in a last minute change of plans. Therefore, we strongly advise you to take out travel insurance to cover you in case you need to cancel.

Grace period: Customers have 24 hours after booking to cancel without cost, or 2 hours if the booking is for an arrival date within the following 7 days.

Once this grace period is over, cancellation requests of reservations with a Standard Rate shall only be considered if made in writing to bookings@elgransueno.es up to 7 days before check-ind, 30 days for the apartments:

  • If cancelled by 15:00 (CET) at least 30 days before arrival, or 60 days before arrival in the case of the apartment, we will refund your 20% deposit minus a €30 administration fee per room or apartment cancelled.
  • If cancelled by 15:00 (CET) at least 7 days before arrival, or 30 days before arrival in the case of the apartments, the cancellation fee will be equal to your 20% deposit.
  • If cancelled within 7 days of check-in, 30 days in the case of the apartments, and in the event of no show, no refund will be made. You authorise El gran sueño to take the final payment of 80% from your card if it has not been paid yet.
  • If cancelled partway through your stay, no refunds will be made for the nights not used.

We cannot process a cancellation request by telephone or text.

Any refund is subject to a €30 administration fee per room or apartment.

Cancellations or modifications are not permitted on Early Booking offers (non refundable) and any other special offer. Customers have a 24 hours’ grace period after booking to cancel without a cost, 2 hours if the arrival date is within 7 days.

Reservations made using gift vouchers may not be modified and are non-refundable. Customers have a 24 hours’ grace period after booking to cancel without a cost, 2 hours if the arrival date is in the following 7 days.

In case of modification, hotel room reservations are subject to a minimum stay of 2 nights, 3 nights in August (superhigh season). Apartment reservations are subject to a minimum stay of 3 nights, 7 nights in July and August (super-high season).

These cancellation policies apply to direct bookings only. For cancellation of reservations made via agents (Booking, etc) you must talk directly to them.

Availability

If for any unforeseen reason we have to cancel your booking, a full refund of any deposit or prepayment made will be granted, with no further claim against the owners of El gran sueño.

No smoking policy

El gran sueño is 100% smoke-free. Smoking is not permitted inside any part of the house and apartments nor in the terraces and garden. Should it be brought to our attention that smoking has taken place, a refreshing fee of one night's accommodation will be applicable, as we will not be able to accommodate the new guests until the smell is gone. We would be grateful if you don't throw your smoking rubbish in the bins inside the rooms and apartments. You can smoke in the public square outside El gran sueño and put your rubbish in the containers available in the square.

Lost keys

A charge of €100 will be taken in the event of a lost key. This covers the change of the lock and the cost of a new key.

Lost property

We are more than happy to post any lost items subject to the costs of postage. We reserve the right to give to charity or dispose of lost property if it is unclaimed 2 weeks from the departure date.

Breakages and damage

We ask all guests to treat our house as if they were staying with us personally, leaving it clean and tidy.

In the case of stays in the rooms we reserve the right to charge to your credit or debit card the cost for any damage done to your room or suite (self-catering apartment) or its contents during your stay, or for any items that are missing when you leave.

In the case of stays in the apartments, all guests accept a €250 housekeeping / security bond for each reservation, which will be charged during the check-in. Please inform us of any breakages or damage so we can repair / replace before the next guests arrive. We understand that there is general everyday wear and tear on the place, however, if damage, breakages or cleaning are excessive, then additional payment will be required that could be in excess of the €250 housekeeping / security bond. El gran sueño reserve the right to seek additional compensation from guests if damage / breakage / cleaning is deemed to be greater than €250. When no damage occurs, the housekeeping / security bond will be refunded via the same payment method, generally within two days after departure.

Liability

The owners of El gran sueño do not accept liability for death, personal injury, illness, loss or damage to guests' personal property during their stay with us. Use of the property and content is entirely at the guests' own risk. El gran sueño recommend that you are covered by travel insurance for your vacation.

Privacy and security policy

El gran sueño, in compliance with the Ley Orgánica de Protección de Datos de Carácter Personal 15/99, of December, 13th, (LOPD), and the Ley de Servicios de la Sociedad de la Información y de Comercio Electrónico 34/02, of July 11th, (LSSICE), is committed to rigorously comply with the existing legislation regarding the treatment of personal data and the security of the information, with the aim of assuring that the data provided by our customers is done with the security level that avoids that these data are lost or manipulated.

If you do sign up for our mailing list, your data will not be disclosed to any company outside of El gran sueño and we will only contact you about El gran sueño.

Copyright policy

This site includes a variety of materials created by different members of the El gran sueño team. Although these works may be freely accessible on the World Wide Web and may not include any statement about copyright, the works are nevertheless protected by copyright. Users must assume that works are protected by copyright until they learn otherwise.