Booking terms & conditions

Company information: Pollentia Rentals & Management SL CIF B16641474
Calle Pius XI 9, 07460, Pollença, Illes Balears

The following Booking Conditions together with all information contained on this website form the basis of your contract with Pollentia Rentals & Management SL   Please read them carefully as they set out our respective rights and obligations.

1. Making your booking

You can make a booking by telephone, by email or via our website. We will then register your options on our booking system and send you an e-mail with login details for your Secure Client Area. You will have the chance to confirm your details on your personal page by making the appropriate payment.

For all bookings, the group leader must be at least 18 years of age at the time of booking and must be authorised to make the booking on the basis of these Booking Conditions by all persons in the group. The group leader is responsible for making all payments due to us. All communications will be sent to the group leader.
Once we have received your go ahead and the correct payment, we will send an e-mail to confirm. This will be sent to the e-mail address registered on your Secure Client Area. Please check this confirmation carefully as soon as you receive it. Contact us immediately if any information appears to be incorrect or incomplete. We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within a week of sending it out.

Prior to arrival, it is essential that you provide us with the details of all persons in your party. This can either be done in your Secure Client Area, or by email to
The use of the property, its grounds and amenities are only for the people named on the booking. Inviting other people (friends or external suppliers) into the villa during your stay is only permitted with prior written consent.

2. The role of Pollentia Rentals
When booking a property, Pollentia Rentals & Management SL acts as intermediary between the property owner and you, the client.  Pollentia Rentals & Management SL is paid a fee for this service by the property owner which is included in the total price of the reservation.  When you sign the rental contract you are actually signing a rental contract between yourself and the property owner, who is responsible for the accommodation. For all of the services listed on our website Pollentia Rentals & Management SL acts as an intermediary and therefore our liability is limited. As intermediary, Pollentia Rentals & Management SL is not in a position to raise an invoice for the total amount paid, as the payment is divided between the property owner and other parties for which we are not entitled to raise an invoice.

3. Passport Information
It is a European legal requirement that passport details of all members of your party must be submitted to the local authorities on the day of your arrival.   We will request this information after the final payment has been received and prior to sending directions and arrival instructions.

4. The cost of your holiday
Prices on our website are quoted in Euros. The price you pay will be the price we agree with you when you book and subsequently confirm on your Secure Client Area and your confirmation email.

The maximum occupancy of all of our villas, adults and children, is clearly stated on the webpage for each property. The price that you pay will be calculated based on your group size and travel dates at the time of confirmation. The maximum possible size of your group and the numbers of bedrooms at your disposal will be clearly stated on your confirmation email. Should you wish to increase the size of your party please contact us as soon as possible.

Once the price of your chosen property (based on your group composition) and any other services has been confirmed at the time of booking, it is guaranteed and will not be increased (unless an obvious mistake was made by us at the time of booking which will be corrected as soon as we become aware of it. In this very unusual situation, you will be given the choice of cancelling the booking and receiving a full refund of all money you have paid, or paying the correct price).

5. Payment
In order to confirm your chosen property, a deposit must be paid at the time of booking. For villa bookings, we require a deposit of 30% of the total cost of the booking (or full payment if booking within 45 days of arrival).

We accept the following methods of payment: bank transfer for which you will liable for any charges incurred. Credit Cards, Visa, Mastercard and American Express and Debit Cards.

The balance of the cost of your booking must be received by us not less than 45 days prior to departure. This date will be shown on the confirmation and in your Secure Client Area on our website and a reminder will be sent to your registered e-mail address. If we do not receive all payments due in full and on time, we reserve the right to treat your booking as cancelled by you. In this case, the cancellation charges set out below will be payable.

6. Local Tourism Tax
Balearic tourist tax (Ecotasa Ley 2/2016, 30th March) is charged by the local authorities and is charged as a separate cost. €2 per person per day + 10% IVA. A 50% discount applies after the 9th day of your stay. Children under 16 years are exempt

7. Changes by you
Should you wish to make any changes to your confirmed booking, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, a fee of €50 will be payable together with any costs incurred by ourselves. If you wish to increase your party size above the maximum occupancy of your booking, this will only be possible if the property you have chosen can accommodate the additional person(s).
If you wish to transfer your booking to someone else, the transfer must be to a person or persons who agree to our Booking Conditions and who meet any requirements of the property in question. If in our reasonable opinion, the property is not suitable for the person or persons to whom you wish to transfer the booking, we reserve the right to refuse to make the transfer. If these transfer conditions are not met, your booking will be treated as cancelled by you and you will have to pay our cancellation charges shown below. If you want to change the date of your booking, this will be treated as a cancellation of your original booking and a new booking will be created where the change can be made. Cancellation charges may apply to the first booking.

8. Cancellation by you
Should you need to cancel your booking after confirmation, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received by us at Cancellations can only take effect during business hours. The following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost excluding any change/cancellation charges which have already been incurred.

For all villa bookings where the deposit taken to confirm the booking was 30%
Period before arrival within which written notification of cancellation is received by us
Cancellation charge % of total invoice:
More than 45 days 30%
45-30 Days before arrival 50%
45-0 Days before arrival 100%
If you do not arrive on the scheduled arrival day, without previous written agreement, this will be treated as a “no-show” and the booking will be cancelled with 100% cancellation charge.

9. Insurance
We recommend that you and all members of your party take out adequate travel insurance prior to booking with us. What is adequate will depend on your particular needs, but we generally recommend that as a minimum such a policy should include cover for medical expenses, personal accident, repatriation in the event emergency, illness or accident, loss, theft, or damage to/of personal possessions or money, cancellation (including any cancellation charges), and your liability for any sums (including legal costs) which you may become liable to pay in case of loss or damage to your booked property or its contents during your stay.

Please read your policy details carefully and take them with you on holiday. We do not check insurance policies and it is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs.

10. Changes and cancellation by us
Occasionally, we have to make changes to the website both before and after bookings have been confirmed. We may also need to cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

Most changes are minor. Occasionally, we have to make a “major change”.
The following changes are major; a change of property to one of a lower standard or a major change of location, the withdrawal or non-availability of a major facility at the property such as the swimming pool. Any change which is not major will be treated as a minor change.

If we have to make a major change or cancel, we will tell you as soon as possible. If there is time to do so before arrival, we will offer you the choice of the following options:-
(a) for major changes, accepting the changed arrangements or
(b) booking an alternative property of a similar standard to that originally booked if
available (subject to the rest of this clause, if the chosen alternative is less
expensive than your original one, we will refund the difference but if it is more
expensive, we will ask you to pay the difference) or
(c) cancelling or accepting the cancellation in which case you will receive a full
refund of all monies paid.
Please note, the above options are not available where any change made is minor.

Very rarely, we may be forced by “force majeure” (see below) to change or terminate your contracted arrangements. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.

11. Force Majeure
Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage, loss or expense as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event or circumstances which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, volcanic eruptions, fire, flood, epidemic, closure, restriction or congestion of airports or airspace and all similar events or circumstances outside our control or the control of the supplier concerned.

12. Complaints and problems
In the unlikely event that you have a complaint or experience any problems with your holiday, you must immediately inform Pollentia Rentals & Management SL. Any verbal notification must be put in writing and sent by email to us as soon as possible. Most problems can be dealt with quickly.
It is not reasonable to take no action during your holiday, but to write a letter of complaint on your return home. If you remain dissatisfied after alerting us to any problem during your stay, however, you must write to us within 28 days of your return home giving your booking reference and full details of your complaint. We regret we cannot accept liability if you fail to notify us of the complaint or claim entirely in accordance with this clause. If you fail to follow the above-mentioned procedure, we will have been deprived of the opportunity to investigate and resolve any complaint while you are on holiday, and this will affect the way in which we deal with the complaint, and it may affect your contractual rights.

13. Behaviour and Damages
On booking a refundable security deposit is taken. This deposit is charged together with the full payment balance 45 days before arrival, and will be returned within 7 days after departure provided no damages or loss are caused by you during your stay.
In the event that no security deposit is charged before arrival, Pollentia Rentals & Management SL hold the right to charge separately for any breakages and damages to the property during your stay.

All properties are checked thoroughly before your arrival by the property manager or Pollentia Rentals & Management SL staff. Please ensure that you report any damage or loss that has been caused to the property before your arrival within 24 hours of your arrival.

On booking you accept responsibility for any damage or loss caused by you. We will provide evidence of the damage and loss within 7 days after your departure with an invoice of the costs.

Full payment for any such damage or loss (reasonably estimated if not precisely known) must be paid direct at the time to the property manager or Pollentia Rentals staff. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. Where damage is not identified until after your departure, we reserve the right to subsequently request full payment for this. If you fail to make payment when required, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs).

We expect all clients to have consideration for other people and to behave in a manner which is polite and respectful. If in our reasonable opinion or in the reasonable opinion of any other person in authority (for example a property owner / manager, or a member of Pollentia Rentals staff), you behave in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. This includes threatening and inappropriate behaviour, whether verbal or physical, the use of offensive language, and any action which we believe pose a risk to our staff, property owners/managers, other guests, or anyone connected with your holiday. In this situation, the person(s) concerned will be required to leave the property and cease use of any other service. We will have no further responsibility towards such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

We and the owner/manager of the property concerned reserve the right to terminate your stay without notice if we, or the owner/manager, discover that the number of persons (adults and children) staying at the property exceeds the number stated on your confirmation and you have not obtained our prior written permission for this and paid any extra associated costs. In this situation, no refunds will be made and we will have no further responsibility to you.

Commercial and/or editorial filming/photography is not permitted at our villas unless prior written permission has been granted.

Whilst all of our properties are insured, it is your responsibility to ensure that the property is adequately secured at all times. This includes any time that you leave the property, spend time in the garden or pool area and when retiring for the night. Securing the property includes, where relevant, locking doors; closing and securing windows and shutters; securing valuables in a safe and setting security systems. Failure to follow these steps would result in the invalidation of your personal liability insurance and any loss of your personal items, or items belonging to the property would be your responsibility.

14. Safety standards
We operate in accordance with our company Health and Safety Policy which includes villa audits. However, please note, it is the laws and applicable standards of the country in which the property is located which apply to your holiday arrangements and not those of any other country. As a general rule, these laws and standards will not be the same as those of your home country and may sometimes be lower. For more information please refer to Health and Safety below.

15. Health and Safety

Swimming Pools and Jacuzzis
Swimming pools and Jacuzzis by their very nature carry their own inherent risks. You must ensure that you and all members of your party take care when using or being near any swimming pool(s) at the property where you are staying. You should for example make sure you and all members of your party are aware of the depth(s) (including the location of any change of depth) and layout of the pool (including infinity edges) by physically checking it prior to use. Please note, depth markings are not always accurate. All persons should walk rather than run around or near the pool and read the pool notices and our health and safety recommendations in the House Guide and on our website. You must ensure that no-one dives into the pool at any time or enters it while under the influence of alcohol. You must check the pool every day before use and report any apparent defects. Many pools are not fenced. If you require a fenced pool, you must inform us of that requirement before you make your booking to allow us to locate one for you. Whether fenced or not, children must be supervised at all times by a responsible adult. We and the property owner have no liability for any death or personal injury arising from use of or connected with the swimming pool except to the extent that such liability cannot be excluded by law. Please also see clause 10 of our Booking Conditions. We and the property owner have no liability for any death or personal injury which results from failure to comply with the above requirements.

Many of our properties are located in large, often unfenced, grounds and as such your party must take great care when exploring these. The grounds may contain drops and/or uneven grounds that carry their own inherent risks and therefore children need to be supervised. Please refer to our general Health and Safety page for more information and also the House Guide which will contain information specific to the property you are staying in.

Many of our properties also have balconies and/or terraces which are accessed via steep, narrow or uneven staircases and may feature drops and other risks. These may not be suitable for people with limited mobility. Please take extra care when using them and ensure that children are never left unsupervised and are not allowed to climb on any railings or walls. We and the property owner have no liability for any death or personal injury arising from the use of or connected with the terrace(s) except to the extent that such liability cannot be excluded by law. Please also see clause 10 of our Booking Conditions. We and the property owner have no liability for any death or personal injury which results from failure to comply with the above requirements.

16. Special requests, medical conditions, disabilities and reduced mobility
If you, or any of your party, have any medical condition, disability or reduced mobility which may affect any aspect of your holiday arrangements (or the booking process), you must inform us before you confirm your booking so that we can advise you as to the suitability of your chosen property and otherwise assist with the booking process. In any event, you must give us full details in writing at the time of booking or, if the condition, disability or reduced mobility only develops or deteriorates after you have booked, as soon as you become aware of it.

Should you require medical attention during your holiday, local medical services can be contacted for emergency treatment. The acceptance and cost of such treatment are your sole responsibility. Please be aware that medical practitioners may only be conversant in their mother tongue. Our local staff will be on hand to offer assistance and translation if required, but we are not liable for any aspect of medical treatment provided to you while on holiday.

17. Wildlife and the surrounding area
Neither we nor the property owner can be held responsible for the presence of any animals or insects at the villa you choose. Please note that some our villas are located in rural areas, where wildlife such as animals and insects are a natural part of the landscape. It is not unusual to encounter animals, such as rodents, deer, goats or cats (stray or belonging to nearby locals), or insects such as wasps, bees, mosquitoes, flies, ants, scorpions or spiders. Insects and animals can be attracted to swimming pools, nearby streams or ponds, local vegetation and to food left out following an al fresco meal. We urge you to keep doors and windows closed as far as possible and to clear away the remains of food following all (outdoor and indoor) meals. Please do not purposefully feed any local animals – it will encourage them to return and they may not be welcomed by the next guests.

If you suffer from allergies triggered by animals, please let us know before booking. While we cannot guarantee animals will not be or have not been present, we can recommend villas where the possibility is lessened (for example where we know owners have not kept animals). We regret that none of our villa owners will accept pets unless by special arrangement.

Neither we nor the property owner can be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond the owner’s control.

We ask that you are respectful of the local environment including any neighbours and do not make undue noise or cause disruptions which might disturb other people or wildlife during your stay.

18. Passports, visas and health requirements
It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation.

19. Brochure and website accuracy
Please note, the information and prices shown in our brochure/on our website may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of this information and prices at the time of printing or publication, regrettably, errors do occasionally occur. You must, therefore, ensure you check all details of your chosen holiday (including the price) with us at the time of booking.

For online bookings, it is your responsibility to ensure that you have carefully read the description of the property and the local area and that you have selected the most appropriate property for your requirements.

Please note, the photographs in our brochure/on our website are intended to give a general overall impression of the standard of the properties we feature. Some aspects of the property may have changed by the time you make your booking, for example, items of furniture may have been removed by the owner or the layout of garden may have been changed. We cannot accept any liability if this situation should arise.
The brochure and website are our sole responsibility. They are not issued on behalf of and do not commit any independent organisation/carriers whose services are featured in them.

20. Conditions of suppliers
Property owners and other suppliers may have their own terms and conditions. Where this is the case, these may limit or exclude the property owners/supplier’s liability to you. Copies of the relevant parts of these terms and conditions are available on request from Pollentia Rentals & Management SL.

COVID 19: January 2022
These Terms represent your rights in relation to cancellations due to the Coronavirus disease pandemic (COVID-19). Where you exercise a right under these Terms, you are not entitled to any compensation. Where there is a conflict between the Terms contained within and our Booking Conditions, these Terms will prevail and the following clauses within our Booking Conditions will be read as amended in accordance with these Terms:
We recommend that you and all members of your party take out adequate travel insurance prior to booking with us. What is adequate will depend on your particular needs. Your insurance policy must include provisions relating to COVID-19, covering you for the following situations:

a. Where you have been diagnosed with COVID-19 before departure and are no
longer able to travel;
b. Where you have been in contact with someone that has been diagnosed with
COVID-19 and you need to self-isolate, preventing you from travelling;
c. Where you have been contacted by NHS Test and Trace and you are required to
self-isolate, preventing you from travelling;
d. You are required to quarantine after returning from another destination,
preventing you from travelling with us;
e. You have been diagnosed with Covid-19 during your holiday or have otherwise
been in contact with someone who has been diagnosed and you are now required
to self-isolate. Your insurance policy should cover you for repatriation where
necessary, emergency medical expenses abroad and additional costs of
accommodation and/or transport if you need to self-isolate whilst abroad.
If you do not have a valid insurance policy in place prior to your booking or travel dates and you need to cancel, we are not responsible for any loss of monies nor are we obliged to make any amendments to your booking.
You are required to pay the full balance no later than 45 days before arrival. Should you wish to cancel your booking for any COVID-19 related travel restriction (the details of which are provided below) before you have paid the remainder of the balance, the full deposit you have paid shall become a voucher to use for a future booking with us. Should you wish to cancel your booking or are otherwise prevented from travelling due any COVID-19 related travel restriction after you have paid the full balance, you can transfer your dates or your full balance will remain a voucher to use for a future booking with us to be taken in 2023. Please note We reserve the right to apply a price increase year on year. Any permitted changes are subject to availability and price increases for your dates. We also reserve the right to offer an alternative property of equal or superior standard.

If payment in full has not been received by us by the due date, we reserve the right to treat your booking as cancelled by you and we will retain the deposit paid and in this case, the deposit will not become a voucher to use for a future booking.

Cancellation due to COVID
A COVID-19 related reason for cancellation will be determined by us at our absolute discretion, but can include any of the following, if these scenarios affect the travel arrangements you have booked with us prior to arrival:
1. If the Foreign, Commonwealth and Development Office advise against non-essential
travel to your destination
2. If you are required to quarantine upon arrival to Mallorca, due to the laws and
regulations of the local government
3. If Spain or Mallorca has closed its borders or is otherwise denying entry to visitors

Please note, quarantine due to non-vaccination is not included in the above.
If you have decided you do not want to travel but there are no official government restrictions in place that prevent travel, our standard terms and Conditions will apply. If there are members of your party who cannot travel, however you are still able to travel and have no official reason for not travelling, we will deem your contract can still be fulfilled and no changes are permitted. You should contact your travel insurer to check your policy cover.

How to cancel
You must notify us of your cancellation and the reason via e-mail:
Please note: Should one or member of a party cancel as a COVID-19 related reason has prevented them travelling but the other members are not prevented from travelling, no refund will be made.
You may contact the competent Control Authority to file any complaint you deem appropriate.
By sending the data collection form you accept the privacy policy of Pollentia Rentals & Management SL CIF B16641474.

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