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Booking terms and conditions
1. Who provides the service and in what capacity
The properties listed on this website are advertised and managed under the trading name Alquileres Moya, used by Elena Pindado Moya, tax ID (NIF) 70830967Y, whose address is Calle Agustín Rodríguez Sahagún, 5, 05003 Ávila. Contact: contacto@alquileresmoya.es · +34 618 915 282.
Alquileres Moya acts as authorised manager and intermediary, in the name and on behalf of the holder of the relevant property.
The accommodation service is provided by the holder of each property. Their identity and the relevant contractual information are provided to the guest before the booking is formalised.
This means that:
- Elena Pindado Moya is not the owner of the properties and does not provide the accommodation in her own name;
- There are management agreements with the relevant holders authorising her to advertise the properties, handle requests and bookings, collect payments on the holders’ behalf and process cancellations and refunds.
All communication relating to the booking takes place through Alquileres Moya. The tourist registration details of each property are set out in the legal notice.
2. Three separate stages
It is worth telling them apart, because the obligations of each party are not the same:
- Quote request. This is what you do on the website. You tell us which property you are interested in, for which dates and how many of you there are.
- Confirmed booking. This comes afterwards, once we have agreed the terms in writing and the first payment has been made.
- Stay. The period during which you occupy the property, subject to the rules of use in this document.
2.1 What a quote request is and what it is not
Sending the request form:
- Does not confirm a booking;
- Does not hold the dates, which remain available to other people;
- Does not trigger any charge: the website has no payment gateway;
- Does not bind either party.
The prices and availability shown on the website are indicative and may change until the booking is confirmed.
2.2 What happens next
Elena Pindado Moya replies personally to every request. We will reply to your request in less than 24 hours.
That reply confirms the actual availability, the final price and the applicable conditions. If you wish to go ahead, you will be told how to make the first payment. The booking is not confirmed until that payment has been made and we have confirmed it in writing.
3. Price and method of payment
All amounts are expressed in euros (€).
All payments are made by bank transfer. The bank details are provided together with the quote. There is no card payment on the website and no online payment gateway of any kind.
There are two rates, and the one that applies is always stated in the quote before any payment is made.
3.1 Standard rate
- First payment: 40% of the total amount, to confirm the booking. This 40% is non-refundable.
- Second payment: the remaining 60%, no later than one day before check-in.
3.2 Non-refundable rate
- Payment of 100% of the total amount to confirm the booking.
- Ordinary cancellation is not permitted.
- Once the booking is confirmed, the amount paid is non-refundable.
This rate is usually offered at a lower price precisely because it does not allow cancellation.
Under both rates, the rights that consumer protection legislation grants on a mandatory basis are respected in all cases.
4. Cancellation
4.1 Standard rate
If you cancel before the second payment falls due:
- The 40% already paid is retained, as it is non-refundable;
- You will not be required to pay the remaining 60%.
If the second payment has already been made or has already fallen due:
- There is no automatic refund;
- The case is assessed individually, taking its circumstances into account;
- The rights that apply by law are respected in all cases.
4.2 Non-refundable rate
Ordinary cancellation is not permitted. The amount paid is not refunded once the booking is confirmed, without prejudice to any mandatory rights that may apply.
4.3 Cancellation on the day of arrival, no-show or early departure
Each of these cases is assessed individually. There is no automatic refund for nights not used.
4.4 Force majeure
Force majeure situations are assessed individually, taking into account the specific circumstances of each case. They are not limited to a closed list of events.
5. Changes to a confirmed booking
Any change must be requested at least 14 days before the arrival date, and is subject to availability and to approval. Each case is assessed individually.
| Change requested | How it is handled |
|---|---|
| New dates at a higher price | The difference is paid |
| New dates at a lower price | There is no automatic refund of the difference |
| Fewer nights | Assessed individually, with no automatic refund |
| More nights | Subject to availability, paying the difference |
| Change of property | Subject to availability |
| Change of the person named on the booking | Permitted, with prior notice and the details of the new person |
6. If the accommodation cannot be provided
If the stay cannot be provided because of a serious breakdown, loss of utilities, fire, a safety risk, force majeure or another serious cause, we will let you know as soon as possible and the following may be offered:
- A full refund of the amounts paid;
- A change of dates;
- Equivalent alternative accommodation.
You may choose between the options that are actually available at that time. No additional automatic compensation is guaranteed, without prejudice to the rights that the law recognises in each case.
7. Security deposit for events
No security deposit is required for ordinary bookings.
A security deposit may be requested only when an event has been authorised in advance (see section 11.1). It may apply to any of the three properties.
- The amount will depend on the specific characteristics of the event.
- It will be notified in writing before the booking is confirmed.
- It will be paid by bank transfer.
- It will be refunded by bank transfer within 24 hours of check-out.
- The refund is conditional on there being no damage, breaches or duly justified extraordinary costs. If there are any, the corresponding amount will be deducted and you will be given the details.
8. Minimum stay, capacity and occupancy
The minimum stay is 2 nights at all three properties.
| Property | Maximum capacity |
|---|---|
| La Casita | 6 people |
| El Balcón de Ávila | 8 people |
| La Tahona Vieja | 16 people |
La Tahona Vieja is a complex made up of several houses that is only rented as a whole. Individual houses are not offered separately.
The maximum capacity may not be exceeded, nor may people be accommodated who have not been notified in advance where their identification is compulsory. The person making the booking must be of legal age and is responsible for the whole group.
9. Check-in and check-out times
| Property | Check-in | Check-out |
|---|---|---|
| La Casita | from 15:00 to 23:59 | by 11:00 |
| El Balcón de Ávila | from 14:00 to 20:00 | by 11:00 |
| La Tahona Vieja | from 14:00 to 20:00 | by 12:00 |
9.1 Check-in and check-out at La Casita
La Casita has self check-in. Even so:
- On first arrival you must call or send a WhatsApp message to +34 618 915 282 so that we can open the main door for you;
- At check-out you must leave the keys and the remote control in the key box and contact us again so that we can close the main door.
9.2 Late check-out
At all three properties, a late check-out until 23:59 can be booked.
- It is subject to availability and must be booked in advance.
- Its price is 50% of the price of one night.
- It does not include an additional overnight stay: the property must be vacated by 23:59.
10. Guest registration
Current legislation requires the details of the people staying to be registered. You will therefore need to provide the identification details of all occupants when asked, using the form we will send you before arrival. Without those details, check-in registration cannot be completed.
No photographs or copies of identity documents are requested or stored. The processing of this data is described in the privacy policy.
11. Rules of use
11.1 Parties and events
Parties, celebrations and events are not permitted without the prior, express and written authorisation of Alquileres Moya and, where applicable, of the holder of the property.
Where an event is authorised, its conditions and the maximum number of attendees are set individually for each case and communicated by email and/or WhatsApp. The security deposit described in section 7 may also be required.
11.2 Noise and consideration for neighbours
You must respect the neighbours’ rest, the rules of good neighbourly conduct, quiet hours and the applicable local by-laws.
Noise, music, shouting and any behaviour causing a nuisance are not permitted.
11.3 No smoking
Smoking is not permitted inside any of the properties.
11.4 Pets
| Property | Pets |
|---|---|
| La Casita | Not allowed |
| El Balcón de Ávila | Not allowed |
| La Tahona Vieja | Allowed with prior notice, with a surcharge of €20 per night per pet |
At La Tahona Vieja, the presence of pets must be notified before the booking is confirmed. The surcharge will be included in the quote.
11.5 Other obligations during the stay
- Respect the check-in and check-out times in section 9.
- Look after the property, its furniture and its equipment, and use them properly.
- Follow the instructions for the use of swimming pools, barbecues, fireplaces, facilities and equipment.
- Not carry out any illegal or dangerous activities.
- Not tamper with the technical installations or the safety equipment.
- Supervise any minors in the group at all times.
- Provide the details needed for the compulsory guest registration.
- Respect any specific rules communicated before the stay.
Serious or repeated breach of these rules may lead to the stay being terminated, with no right to a refund of the amounts corresponding to the unused period.
12. Damage and incidents
The person responsible for the booking must report immediately any damage, breakage or incident that occurs during the stay.
The following may be claimed:
- The cost of any damage actually caused;
- Any extraordinary cleaning costs that prove necessary;
- Other duly proven direct losses.
No automatic charges, arbitrary penalties or unjustified amounts are applied. Any amount claimed will be itemised and supported by documentary evidence.
13. Complaints
Any complaint or claim can be sent to contacto@alquileresmoya.es or made by phone on +34 618 915 282.
Official complaint forms (hojas de reclamaciones) are available to guests and will be provided on request.
14. Data protection
The processing of the personal data provided when requesting a quote, confirming a booking or during the stay is described in the privacy policy.
15. Applicable law and jurisdiction
These terms are governed by Spanish law.
Any dispute will be heard by the courts and tribunals determined by the applicable legislation. Where the other party is a consumer, the rules on jurisdiction and the rights that consumer protection legislation establishes in their favour on a mandatory basis will be respected in all cases.
Privacy policy
1. Data controller
- Data controller: Elena Pindado Moya
- Tax ID (NIF): 70830967Y
- Trading name: Alquileres Moya
- Address: Calle Agustín Rodríguez Sahagún, 5, 05003 Ávila
- Email: contacto@alquileresmoya.es
- Phone: +34 618 915 282
Alquileres Moya acts as authorised manager and intermediary, in the name and on behalf of the holder of each property, and is the party that handles requests, bookings and guest support. We process the data you provide to us within that framework.
No data protection officer has been appointed, as none of the circumstances that require one apply. For any question relating to your data, you can write directly to contacto@alquileresmoya.es.
2. What data we collect and how
We only process the data you provide to us voluntarily. We do not collect browsing data, we do not build profiles and we do not use analytics tools.
2.1 Quote request form
- The property chosen.
- Arrival and departure dates, and the resulting number of nights.
- Number of people and, where the property allows them, the number of pets and the corresponding surcharge.
- The rate chosen.
- First name and surname(s).
- Email address.
- Phone number, with its international dialling code.
- Your preferred contact method: email, phone or WhatsApp.
- Any message or comments you wish to add.
- Confirmation that you have read this data protection information.
Your first name, surname(s), email address and the number of people are required: without them we cannot prepare a quote or reply to you. Your phone number is only required if you choose to be contacted by phone or by WhatsApp. The rest is optional or is calculated from what you have chosen.
2.2 Contact form
- Name.
- Email address.
- Phone number.
- Subject of the enquiry.
- Message.
2.3 Guest registration form
If the booking is confirmed, before your arrival we will send you a form to comply with the legal obligation to register the people who stay. It collects, for each guest:
- First name and surname(s);
- Gender;
- Date of birth;
- Nationality;
- Address, postcode, town or city and country;
- Type and number of identity document, and document support number;
- Email address and phone number;
- The same details for any additional guests accompanying you.
No photographs or copies of identity documents are requested or stored.
This form is managed with Smoobu and includes its own data protection information before you fill it in.
2.4 What we do not collect through the website
Through this website we do not ask for bank details, identity documents or any special category of data.
If you write to us by email, phone us or contact us through social media, we will process the data you provide in that communication for the same purposes described here.
3. What we use your data for
- To answer the enquiries you send us.
- To prepare a quote and send it to you.
- To handle your request and the subsequent communication.
- To manage the booking, if it is finally confirmed, in the name and on behalf of the holder of the property.
- To assist you before, during and after the stay.
- To comply with the legal obligations that apply to us, in particular tax and accounting obligations, those arising from tourism legislation and those relating to the guest register.
- To handle complaints and, where applicable, to defend or bring any possible claims.
We do not use your data for advertising, promotions, newsletters or any other commercial communication. We do not disclose or sell your data for commercial purposes, and there is no secondary purpose other than those listed above.
4. The legal basis on which we process it
- Taking steps at your request prior to entering into a contract (Article 6(1)(b) GDPR): when you ask us for a quote or make an enquiry about a possible stay.
- Performance of a contract (Article 6(1)(b) GDPR): when the booking is confirmed, in order to manage it and so that you can enjoy the property.
- Compliance with legal obligations (Article 6(1)(c) GDPR): for tax, accounting and tourism obligations and, in particular, for guest registration.
- Legitimate interest (Article 6(1)(f) GDPR): to answer general enquiries, to prevent abusive or fraudulent use of the forms and to keep the information strictly necessary to handle or defend claims.
The box you tick on the request form serves to show that you have received and read this information. It is not a general consent to all the processing described, nor does it replace the legal bases above.
5. Who has access to your data
Only Elena Pindado Moya. She is the only person with access to the website forms and to the booking management tool. There is no other user or team member with access.
Two providers are involved; they act as data processors and may only use the data to provide their service to us:
5.1 Netlify — web hosting and form handling
Provides the hosting of the website, the server functions and the receipt of the two website forms.
- Notifications of new submissions are sent only to contacto@alquileresmoya.es.
- Submissions are recorded in the dashboard and remain there until they are deleted manually; they can be exported and deleted at any time.
- Netlify’s real user monitoring and analytics are disabled.
How we manage them: we review submissions every three months. Enquiries that do not lead to a booking are deleted 12 months after the last communication. Submissions linked to a confirmed booking are deleted once the necessary information has been transferred to the relevant management systems. This form log is not used as a permanent contractual, accounting or tax archive.
5.2 Smoobu — booking management and guest registration
This is the internal tool we use to manage the properties, the prices, the availability calendars and the guest registration form. Smoobu is not loaded in your browser when you visit this website: the website does not embed any of its content.
- Only Elena Pindado Moya has access.
- The guest registration data remains there after it has been sent to the authorities, within the periods set out in section 7.
- It is possible to delete the data of a specific guest without deleting the rest of the booking, and this is done where appropriate.
5.3 Public authorities
Guest registration data is submitted manually to SES.HOSPEDAJES, the system set up by the public authorities for compliance with this legal obligation.
Certain data may also be accessed by the bodies to which we are required by law to disclose it, such as the tax authorities or the competent tourism authorities.
There is no payment gateway on the website, so no payment provider is involved in processing the data collected through this website.
6. International data transfers
The providers listed may process information outside the European Economic Area. In that case, the processing must be covered by the safeguards provided for in the GDPR, such as the standard contractual clauses approved by the European Commission.
We periodically review our providers’ privacy documentation to check that these safeguards are still in place.
7. How long we keep your data
- Requests and enquiries that do not lead to a booking: a maximum of 12 months from the last communication, unless there is a pending complaint or liability.
- Confirmed bookings: the mandatory contractual, accounting and tax documentation, 6 years; guest registration data, three years from the end of the stay; all other data, for as long as necessary to meet the obligations and any possible liabilities arising from the stay.
Data is not kept indefinitely. We review the stored data every quarter. Once the applicable period has expired, identifying data that no longer needs to be kept is deleted, and the rest is appropriately blocked for as long as any legal obligation remains.
8. Your rights
You can exercise the following rights at any time:
- Access: to know what data about you we process.
- Rectification: to correct inaccurate or incomplete data.
- Erasure: to ask us to delete it when it is no longer necessary.
- Objection: to object to processing based on legitimate interest.
- Restriction: to ask us to suspend processing in certain cases.
- Portability: to receive your data in a structured, commonly used format.
Some of these rights may be limited where we must keep the information to comply with a legal obligation —such as guest registration— or to handle a complaint.
How to exercise them: write to contacto@alquileresmoya.es stating the right you wish to exercise. We may ask you to prove your identity. We will reply within the time limit set by law.
If you consider that we have not handled your request properly, you can lodge a complaint with the Spanish Data Protection Agency (Agencia Española de Protección de Datos, AEPD), calle Jorge Juan 6, 28001 Madrid — www.aepd.es.
9. Security
The website is served over an encrypted connection (HTTPS) and applies security headers in the browser. Access to form submissions and to the management tool is restricted to the data controller and protected by her credentials.
We apply reasonable technical and organisational measures to protect your data, and we require our providers to do the same. No system is infallible: if a security breach posing a risk to your rights were to occur, we would act as provided for by law.
10. Minors
The forms on this website are intended for adults. If a booking includes minors, their data is provided under the responsibility of the adult making the booking, and only to the extent that it is necessary for the stay or for guest registration.
11. Changes to this policy
This policy may be updated if the services, the providers, the booking conditions or the way we process data change. The version in force will always be the one published on this page, with its update date.