Terms & conditions

We can accommodate only adults of 16 years of age or more.

We cannot accommodate pets.

Arrival and departure times

Arrival is after 5pm and before 8pm. Departure time is by 12 noon please. This allows us to prepare rooms between guests.

Bookings and payment

A valid physical debit or credit card is required to make a booking. We accept MasterCard or Visa cards (we do not accept American Express or Diners). By entering your credit card details you agree to El gran sueño taking pre authorisations and/or payment up to the full amount of your reservation. If the credit card is denied, the client will be notified and will have 24 hours to contact El gran sueño with a new card. If no response is received, the reservation will be automatically canceled.

However, for your own protection, from September 2019, the normal way to request a payment will be through our secure payment gateway, complying with the European directive PSD2. 
 
Your booking will only be definitely confirmed once the deposit (10% for "best" rate bookings and 100% for "flexible" rate bookings) has been paid.
 
Payment of reservations with “flexible rate”: 10% of the total reservation will be charged 24 hours after making the reservation. The remaining 90% will be charged 7 days before the arrival date.

Payment of reservations with "best rate" (non-refundable): 100% of the total reservation will be charged 24 hours after booking.

Grace period: Customers have 24 hours after booking to cancel without cost.

Cancellation policy

We are a small business, with only 5 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 change of plans. However, 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.

Cancellation requests of reservations with a "flexible tariff" shall only be considered if made in writing to bookings@elgransueno.es up to 7 days before check-in at midday:

  • if cancelled by 15:00 (CET) at least 30 days before arrival we will refund your 10% deposit minus a 25€ administration fee.
  • if cancelled by 15:00 (CET) at least 7 days before arrival the cancellation fee will be equal to your 10% deposit.
  • if cancelled within 7 of check-in and in the event of no show, you authorise the hotel to take the final payment of 90% 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 €25 administration fee.

Cancellations or modifications are not permitted on “best tariff” (non-refundable) or special offers. Customers have a 24 hours’ grace period after booking to cancel without a cost.

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.

These cancellation policies apply to direct bookings only. We reserve the right to refuse refunds on any deposits or pre payments for bookings made through third party websites.

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. Should it be brought to our attention that smoking has taken place, a refreshing fee of €100 will be applicable.

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.

Damages

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.

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 and our other ventures.

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.