Booking Terms and Conditions

Pollentia Properties North Mallorca R.E. SL, CIF B57928806.

These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Pollentia Mallorca Properties North Mallorca R.E. SL, Pollentia Properties, a company registered in Spain under CIF B57928806.

Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. These booking conditions are designed to be as easy to read as possible, however if you have any further questions then please contact us to help you.

We act as an agent to help you to arrange individual accommodation products with the supplier of your chosen accommodation (‘the Supplier(s)’). Our obligations to you may vary depending upon which arrangements you book with us, and we have tried to set them out below as clearly as possible. Section A contains the conditions which will apply to all bookings. Section B applies to third party and agency bookings.



By making a booking, you agree on behalf of all persons detailed on the booking that you have read these terms and conditions and agree to be bound by them; you consent to our use of information in accordance with our Privacy Policy, and you are over 18 years of age.

When you make your booking you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the confirmation (or any other document) are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately.

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport.

The booking information that you provide to us will be passed on only to the relevant suppliers of your booking or other persons necessary for the provision of your booking.

The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant Suppliers, whether in the EEA or not, we will be unable to provide you are booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.


You will be required to pay a deposit or make full payment for your booking at the time of booking.

Where you only pay a deposit you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.

Arrival and departure times

Check-in is no earlier than 16:00 on the start date, and the holiday accommodation should be vacated by 10:00 on the departure date. Guests must inform the agency of their arrival time.

Special Requests

If you have any special requests please let us know at the time of booking. We will pass on all such requests to the Supplier but we do not guarantee that they will be met and we will have no liability to you if they are not.


Adequate travel insurance is a condition of your contract with either us or the

supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

We recommend all guests travel with European health cards where possible.

Accommodation Ratings and Standards

Accommodation ratings are displayed as provided by the Supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.

Safety standards in some countries may differ from those applicable in the United Kingdom. All properties comply with applicable health and safety regulations. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.

Number of Nights

The ‘No of Nights’ stated on our documentation refers to the number of nights’ accommodation booked.

Please note that local taxes (Eco Tax) and expenses (electricity or excessive electricity in some cases) may be payable to your accommodation supplier in resort on check-in/out.

Accommodation Facilities

The periods of operation of air conditioning/central heating are at the discretion of the Supplier.

Building Work

Building works, serious construction works and the resulting noise from the site can take place at any time during the year on an adjoining or nearby property and land. If this work is affecting your holiday and you have made your booking with us acting as principal, please report this to us immediately. If your booking is with a supplier please report to the local agent. These situations are beyond the control of our suppliers and ourselves, but we will  endeavour to do our upmost to alleviate the situation to the best of our ability.

Unfortunately we do not receive advance notice of when building works will begin as they are carried out by third parties over which we have no control.

Whilst we can assure you we will do our best to minimise any inconvenience or interruption to your holiday, we regret that this is a "Force Majeure" and we do not accept any liability or any claim for compensation as a result of such circumstances. We consider internal maintenance and the use of tile cutters and small power tools not to materially affect your holiday.

Elderly/Disabled Clients

We are able to make enquiries of the Supplier about the suitability of arrangements for you and provide replies prior to booking. You must make all requests in advance before a booking is confirmed.


Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard.

Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

Maintenance and repairs

Holidaymakers must allow us to access the Property with others to inspect and repair the property in the event of a technical issue (we will advise the approximate time). Pool maintenance and gardening is generally carried out on Saturdays and once mid-week. Guests must allow these suppliers to carry out their work to ensure a consistent high standard for all holidaymakers.


Properties must be left in a reasonable state of cleanliness and general order at the end of your stay. Any rubbish and re/cycling should be removed or sealed in bags to avoid insect problems. Smoking is not permitted inside any of the properties and guests who do will be charged a fee of 250€ for the deep cleaning of the property. 

Number of guests

The number of guests using the property must not exceed the numbers agreed and property. If it is found that more people than agreed are using the property, you will be asked to leave immediately without any refund. Likewise, animals are not permitted in any of our properties. Any guests with animals will be asked to leave and no refund will be given.


All documents will be sent to you by email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If documents need to be reissued all costs must be paid by you. You can ask for delivery by other means subject to payment of any additional charges.

Passports, Visas and Health

We may provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.

You should check with your own doctor about any health formalities required for your trip and for information on your specific circumstances.


Where we are acting as agent, the contract for your booking is between you and the supplier (property owner or manager) and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint in resort. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

It also must be accepted by the holidaymaker that there are times when professionals cannot immediately be found to rectify a problem (such as after 8pm, local fiestas or sometimes on Sundays) The owner or manager will do their best to rectify problems as soon as possible.

If you wish to complain when you return home, you should write to the Supplier concerned. We will of course assist you with this if you wish – please contact Customer Services. Any assistance given is on a goodwill basis in our capacity as agent.

Force Majeure

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the Supplier of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our or the Supplier concerned’s control.

Law and Jurisdiction

These terms of business are governed by Spanish Law and the Courts of Spain have jurisdiction.

Data Protection and Privacy

Please see our data protection and privacy policy for full information regarding

the way in which we use and store your personal data, which can be found on

our website.


This section applies to bookings we make for you when acting as agent.

Your contract

When making your booking we will arrange for you to enter into a contract

with the Supplier of the property. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier.

You may wish to purchase accommodation, car rental, transfers or other services either on our website or via links found on our website. Each component will be provided by different third party providers of the products you have selected. Your contract will be with the individual suppliers and not with us.


Please note that until a component has been confirmed by the individual Supplier, no contract has been formed.

Cancellation and Amendment

Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us.

We also reserve the right to charge an amendment fee of up to €500 to cover the costs we incur in dealing with your request.

Changes or Cancellations by the Supplier

We will inform you of any changes or cancellations as soon as reasonably possible. If the Supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. We accept no liability for any changes or cancellations made to your arrangements by the Supplier under your contract with them.

Additional Charges

Where applicable additional charges such as a booking fee, a non-refundable damage waiver and/or a refundable security deposit will be included at the time of booking. These charges are dependent upon the supplier of your chosen accommodation.


If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions.

Except where otherwise advised or stated in the booking conditions of the Supplier concerned, all monies you pay to us for arrangements will be held on behalf of the Supplier(s) concerned.

Our responsibility for your booking

Your contract is with the Supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith.

If you need any further information, please contact us

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