General Terms and Conditions of Bookings

1. SUBJECT MATTER AND ACCEPTANCE

These General Terms and Conditions govern the booking of tourist accommodation managed by CITUSPACE SL. By making any booking through any available booking channel, the guest expressly, fully and unreservedly accepts these General Terms and Conditions, the specific terms of the selected rate, the applicable cancellation policy, and the legal and privacy information made available at the time of booking.

2. CAPACITY AND ACCURACY OF INFORMATION

The person making the booking declares that they are of legal age, have full legal capacity to contract, and guarantee the accuracy, truthfulness and up-to-date nature of all information provided during the booking and check-in process. The booking holder shall be liable to CITUSPACE SL for the acts, omissions and breaches of all occupants linked to the booking.

3. GUEST IDENTIFICATION AND TRAVELLER REGISTRATION

Prior to check-in, the guest and all other occupants must provide the information required to comply with the applicable traveller registration and public safety regulations, including communication through SES.Hospedajes when required.

CITUSPACE SL may verify the guest’s identity by inspecting the original document or by any other legally valid method applicable at the relevant time. Guests shall not be required to provide copies, photographs or scans of their ID card, passport or equivalent document unless expressly required by a specific legal provision.

If the guest or any occupant refuses to provide the legally required information or to complete the identity verification process, CITUSPACE SL may refuse access to the accommodation or cancel the stay, with no right to a refund where such refusal is not attributable to CITUSPACE SL.

4. BOOKING CONFIRMATION AND FORMATION OF THE CONTRACT

Bookings may be requested by telephone, email, booking engine or any other channel enabled by CITUSPACE SL. However, the booking shall not be deemed confirmed until both of the following conditions are met: validation of the required payment or guarantee, and written confirmation issued by CITUSPACE SL containing the booking reference or locator.

If payment is declined, reversed, cancelled or cannot be verified by the bank, CITUSPACE SL may cancel the booking request without any obligation to keep the accommodation available.

5. PRICES, TAXES AND PAYMENT METHOD

The total price of the stay, together with any applicable supplements, deposits or additional charges, shall be communicated before the booking is completed.

Payments must be made exclusively by bank transfer or through the payment link provided by CITUSPACE SL. Cash payments or in-person payments at the property are expressly prohibited unless CITUSPACE SL gives prior written authorisation. Failure to comply may result in cancellation of the booking, without prejudice to any amounts already due and any duly evidenced damages.

6. CHECK-IN AND CHECK-OUT

Unless expressly confirmed otherwise, check-in shall be available from 3:00 p.m. and check-out must be completed before 10:00 a.m.

Early check-in and late check-out shall always be exceptional and shall require prior authorisation from CITUSPACE SL. Remaining in the accommodation beyond the check-out time without authorisation shall constitute a contractual breach and may give rise to the charges set out in these terms, as well as any duly evidenced operational losses caused.

7. MAXIMUM OCCUPANCY AND USE OF THE ACCOMMODATION

Only the persons registered in the booking and, in all cases, no more than the maximum number of occupants permitted by the apartment’s characteristics and the booked rate, may stay in the accommodation.

Exceeding this limit, transferring the stay without authorisation, or allowing unregistered third parties access to the property may result in immediate termination of the stay, without prejudice to any damages, costs or losses arising from such breach.

The accommodation shall be used exclusively for temporary lodging and stay. Parties, events, disturbing activities, unsanitary conduct, illegal activity or any use contrary to applicable law, community rules, or CITUSPACE SL’s reasonable instructions are strictly prohibited.

8. CONDITION ON CHECK-OUT, CLEANING AND CARE

The accommodation will be delivered in a suitable condition of cleanliness, use and functionality. The guest undertakes to return it in a reasonable state of order and hygiene, free of accumulated rubbish, organic waste, damage or extraordinary dirt.

If, at the end of the stay, the accommodation requires additional cleaning, special treatment, waste removal, odour elimination, or any other extraordinary action, CITUSPACE SL may charge the actual, evidenced cost of such action.

For longer stays, periodic cleaning, linen replacement or textile replenishment services shall only be provided on the terms expressly stated in the rate or booking confirmation.

9. DAMAGE REPORTING AND LIABILITY FOR DAMAGES

Any damage, incident or abnormal condition observed in the accommodation must be reported in writing to CITUSPACE SL within the first 24 hours after check-in, by email to reservations@cituspace.com, including, where possible, a detailed description and photographic evidence.

Failure to report within this period shall not in itself waive any rights, but it may make it more difficult to prove that the damage or incident existed prior to occupancy. The guest shall be liable for damages caused by them, their companions, visitors or authorised pets, where such damages are attributable and properly evidenced.

It is prohibited to fix, nail, attach or install items on walls, ceilings, doors or any other surface, as well as to move furniture inappropriately, tamper with installations, or alter the configuration of the accommodation. CITUSPACE SL may charge the cost of restoration, repair or replacement required to return the property to its original condition.

10. ACCESS TO THE ACCOMMODATION

CITUSPACE SL, directly or through authorised personnel, may access the accommodation when necessary to deal with incidents, carry out urgent repairs, prevent damage, comply with legal obligations or provide services previously booked by the guest.

Except in cases of urgency, force majeure or material impossibility, CITUSPACE SL shall provide reasonable advance notice before any access. In all cases, access shall be carried out in a manner respectful of the guest’s privacy and quiet enjoyment of the accommodation.

11. EXCEPTIONAL REPLACEMENT OF THE ACCOMMODATION

In the event of force majeure, serious breakdown, significant damage, overbooking or any justified inability to provide the reserved accommodation, CITUSPACE SL may offer the guest alternative accommodation of similar or superior characteristics at no additional cost.

If no equivalent alternative is available, the guest shall be entitled to a refund of the amounts corresponding to the services not provided, with no entitlement to additional compensation unless mandatory law provides otherwise.

12. CANCELLATION POLICY

Bookings made under a non-refundable rate shall not be eligible for cancellation or refund, except where mandatory applicable law provides otherwise.

Bookings made under a standard or flexible rate shall be subject to the cancellation policy specifically communicated before the booking is completed. Where the booking is made through an OTA or intermediary platform, the terms accepted on that platform shall also apply, insofar as they do not conflict with mandatory consumer protection rules.

13. ADDITIONAL CHARGES AND SUPPLEMENTS

All supplements, penalties, additional charges or extraordinary costs must have been communicated in advance in a clear and comprehensible manner. CITUSPACE SL may require payment of such charges where they are justified by the guest’s breach or by additional services voluntarily requested by the guest.

13.1. Keys

For properties using physical keys, CITUSPACE SL shall provide the number of key sets indicated in the booking or at check-in. Failure to return, loss of, or attributable damage to a key set may result in the cost of replacement, lock change or necessary travel, with a minimum charge of EUR 150 + VAT, provided such amount is proportionate and reflects a real estimated cost.

If a key is left inside the accommodation and a trip is required to open the door or deliver a replacement, an additional charge of EUR 50 + VAT may apply.

13.2. Extra cleaning

If the accommodation is returned in a clearly unacceptable condition or requires extra cleaning, CITUSPACE SL shall charge the actual cost of the additional service required to restore it to a normal usable condition.

13.3. Pets

Pets are only allowed subject to prior written authorisation from CITUSPACE SL. The pet fee shall be EUR 350 + VAT per stay, non-refundable, and an additional deposit of EUR 400 may be required to cover possible damage, dirt or extraordinary costs attributable to the pet.

If more than one pet is brought, CITUSPACE SL may adjust the supplement accordingly, after notifying the guest.

13.4. Late departure and extension without notice

If the guest wishes to extend the stay without giving at least 24 hours’ notice and CITUSPACE SL accepts such extension, a supplement of between EUR 30 and EUR 50 + VAT may be charged, or the amount resulting from the current rate and the operational loss caused.

If the extension prevents cleaning or the next guest’s check-in on time, the cost of an additional night or the actual financial loss caused may also be charged.

13.5. Cot

A baby cot, when available and requested, shall cost EUR 60 + VAT per stay and is non-refundable. Bedding is not included unless expressly stated otherwise.

14. SECURITY DEPOSIT

CITUSPACE SL may require a security deposit in certain rates or situations. The amount, payment method, refund conditions and circumstances under which it may be retained shall be communicated before booking or, at the latest, before check-in.

The deposit may be applied, in whole or in part, to damages, losses, extra cleaning, unreturned keys, breaches generating a real cost or any other duly justified amount. Any remaining balance, if applicable, shall be refunded once the property condition has been checked and any outstanding charges settled.

15. SMOKING POLICY

Unless expressly stated otherwise, smoking is prohibited inside the accommodation. Where CITUSPACE SL authorises smoking in certain outdoor areas, this shall apply only in the expressly permitted spaces.

In case of breach of the smoking ban, a minimum charge of EUR 150 + VAT shall apply, plus any additional costs arising from special cleaning, deodorisation, textile treatment, prolonged ventilation or any other necessary measure to remove smoke effects and restore the accommodation to its original condition, provided such costs are reasonably evidenced.

16. TERMINATION FOR BREACH

CITUSPACE SL may immediately terminate the booking or stay, refuse access to the accommodation or require the guest to vacate the property in the event of a serious or repeated breach of these General Terms and Conditions, especially in cases of non-payment, over-occupancy, refusal to identify, unlawful use of the accommodation, serious disturbance of coexistence, intentional damage, unauthorised third-party access or breach of essential stay rules.

Such termination shall not entitle the guest to any refund of amounts already due and shall be without prejudice to any damages and losses that may be claimed.

17. DATA PROTECTION

Data controller: CITUSPACE SL.
Contact email: reservations@cituspace.com.

The personal data provided by the guest shall be processed for the purposes of managing the booking, carrying out the stay, handling incidents, complying with legal obligations, managing payments, handling complaints and, where separate consent has been given, sending commercial communications.

Data may be disclosed to service providers strictly necessary for the performance of the service, under the appropriate contractual safeguards. Consent to receive promotional communications shall always be separate from acceptance of the booking terms and may be withdrawn at any time. Refusing promotional communications shall not affect the booking or the provision of the service.

18. APPLICABLE LAW AND JURISDICTION

These terms shall be governed by Spanish law. Where the guest has consumer status, the courts and tribunals determined by the mandatory consumer protection rules shall have jurisdiction.

19. RESPONSIBLE CONSUMPTION OF ELECTRICITY AND GAS

The electricity and gas supplies included in the stay must be used for normal domestic use, in a prudent manner and in line with energy‑efficiency criteria, consistent with the energy‑efficiency information of the property and the recommended efficient use of the heating and cooling systems, particularly during winter and summer climate control.

For contractual purposes, the regular consumption included in the stay will be considered that which does not exceed the monthly limits indicated below, calculated according to the approximate usable size of the property and a standard usage pattern in central Madrid:

Responsible use is understood to mean:

Maintaining reasonable heating and air‑conditioning temperatures, in particular around 21 °C in winter and between 24 and 25 °C in summer, avoiding continuous or unnecessary operation, especially with windows open or during long periods of absence.
Not running heating, air conditioning or other equipment in a clearly disproportionate way in relation to the size of the property and normal domestic use.

CITUSPACE SL, either directly or through authorized personnel, may access the property to check the responsible use of the utilities, in particular when there are reasonable suspicions of excessive consumption, such as keeping the heating or air conditioning running with windows open, setting the thermostat to very high temperatures, or continuous operation while the property is unoccupied.

This access will take place within the context of attending to incidents, carrying out maintenance checks or usage‑efficiency inspections, always in a reasonable manner and without affecting the guest’s privacy.
Should clearly inefficient or abusive use of the utilities be detected, such behaviour will be taken into account when assessing the existence of excessive consumption and, if applicable, the possible recovery of the cost of the excess.

If the actual consumption of electricity or gas during the stay exceeds the monthly limit applicable to the property, CITUSPACE SL may recover from the guest the cost corresponding to the excess consumed, calculated on the basis of the actual price charged by the utility provider, including the corresponding taxes, charges and grid fees, supported by documentary evidence of the consumption and with prior written notification of the details and the amount to be paid.

The consumption will not be considered excessive if it is due to breakdowns, technical defects, insulation problems, malfunctioning equipment or other issues not attributable to the guest, provided that the guest reports the incident to CITUSPACE SL in a reasonably timely manner. In such cases, the company will take the necessary corrective measures, and additional charges will not apply.