This Terms and Conditions must be accepted prior to completion of your booking
1. Our Contract with you, our Guest
By booking with us you confirm that you agree to our Terms and Conditions relating to the rental of a holiday property. You also confirm that you are over 18 years of age, that you are responsible for all persons who will stay in the accommodation with you and that you take full responsibility for you and your party’s travel insurance. Our accommodation is let for holiday purposes only for the period stated on your booking confirmation.
A property is secured only once the required deposit is paid through our online booking system or via Email and money has been received. Bookings are taken on a first come first served basis. Any verbal reservation without a deposit will only be held for 24 hours.
2. Your Reservation Deposit
A Reservation Deposit of 25 % plus a non-refundable administration fee of 5 % in total 30 % of the total rent must be received within three working days of the reservation being made. If we do not receive this deposit in time your reservation may be automatically cancelled without notice. If you are booking less than 60 days before your arrival the total cost is needed to secure the reservation.
3. Your Booking
Upon receipt of either the Full Payment or the Reservation Deposit, you will receive a copy of your booking details and a receipt of your payment.You will also receive all the information required to ensure your smooth arrival into the booked property.
4. Your Balance Payment
Final payment of the remaining 70% of the total rent must be received no later than 60 days prior to the arrival date. The balance payment will include the balance of the Rental price, the Damage Waiver fee, and any optional extras you may add for your stay.
We will request your balance payment by email but cannot be held responsible for your non-receipt of that email.
Payment must be made in full, no part payments can be accepted and the payment must be made by the person whose name the booking is in. You must include the name of your property in the transfer details and if possible the dates of your booking.
Failure to make the final payment on time will result in the booking being automatically cancelled without notice. If this happens, our cancellation policy will apply.
5. Your Rental Fee
Your rental fee includes a comprehensive information pack which will be sent out ahead of your arrival, English & German speaking guest reception, customer service and tourist information.Complementary starter set with fresh fruits selection, mineral water, coffee, sugar, salt, oil and vinegar. Daily cleaning service of the entire property, including the kitchen. Full use of apartment utilities, complimentary, bed linen, bath towels, bed lining change every two days or according to guest preference . Shopping service free of charge. WIFI – Internet access – 1 hour Free. House phone(only in Mayada Cityapart)- Free national calls.
Pre-paid Smart phone (Android with navigation system) – 5 CUC credit. Computer (I Mac only in Mayada Cityapart) to go in internet or check emails. Print service – our team will help you printing any document you need in our office.
Your rental fee does not include our refundable damage waiver fee (see damage waiver fee for more details) or any bank charges applicable to payments made by bank transfers. All bank charges related to international bank transfers must be paid fully by the guest making the booking.
Your rental fee does not cover late check out fee. Check in not earlier than 15:00.You must check out before 11:00 AM. Late check out (when possible) in will be charged at 50€, between 22:00 and midnight and 70€ after midnight (on demand only). Late check out fees must be paid to a member of our team on your arrival.
We will provide you with a phone number to call the property manager for assistance or in case of any emergency.Apartment visits to fix problems caused by guests or where guests have not followed the instructions provided are not covered in the rental fee and may be charged at 50€ per visit (for example if you lock yourself out etc.)
6. Your Damage Waiver Fee
Mayada Living applies a refundable damage waiver fee of 350€ that we charge on all bookings and will be paid cash by our team at check in. The waiver fee will be returned the day of check out, once the home has been checked over.
All damage, breakages or losses to the property and/or furniture/furnishings are to be reported to our team. All furnishings and equipment must be left in the premises as originally found.
You are bound to leave the property without significant spots in the bed linen, towels, walls, etc. otherwise he must pay a special cleaning fee of 50 Euro.
It is strictly FORBIDDEN TO SMOKE inside the house. Failure to comply with this regulation will result in a surcharge of 150 CUC, which will be deducted from the security deposit delivered by the lessee.All properties have a strict NO SMOKING and NO PETS Policy.
7. Cancellation Policy
Your Administration fee is non-refundable, the damage waiver an any other monies that we have received from you will be refunded as follows:
50% if cancellation is more than 42 days (6 weeks) before arrival.
30% if cancellation is between 42 days (6 weeks) and 28 days (4 weeks) before arrival.
20% if cancellation between 28 days (4 weeks) and 14 days (2 weeks) before arrival.
No refund will be given if cancellation is less than 14 days (2 weeks) before arrival.
To comply with money laundering regulations our refunds can only be made by direct payment back to the the bank account the monies were received from. In some cases you may incur your bank’s small handling charge for this service. To avoid inadvertently cleaning money we cannot refund monies any other way.
Please note this policy applies no matter what the reason of cancellation. Should you wish to claim for any lost monies through your travel insurance company we will do everything we can to help you with that.
Should you need to cancel a booking we require an email from the guest that originally booked the property to confirm the changes. We will then contact that person regarding charges and cancellation fees. Refunds will be paid immediately where possible and never longer than one month after receiving your cancellation request.
We reserve the right to cancel any booking should anything arise, which in our opinion renders the booking impractical. We shall notify you as soon as possible and do our best to arrange alternative accommodation or alternative dates suitable. Failing that, all deposit monies paid will be refunded but no other claim, right or action shall exist or be made by either party.
8. Changing your Booking
Should you need to change your dates for the property you have booked, you may do so subject to the following:
Date changes requested more than three months before your arrival will incur an administrative charge of 30€.
Changing your dates less than three months prior to your stay will incur an administrative charge of 60€.
If you shorten your stay for any reason, no part refund will be offered. Changing properties will incur an administration charge of 50€ providing the change is requested at least 3 months before your stay.
We cannot facilitate a change of properties less than one month before your stay and should a change be necessary our cancellation policy will apply. We reserve the right to refuse a date change or property change. In such circumstances our cancellation policy will apply.
We do not expect to have to make any changes to your booking. However, sometimes a problem out of our control might occur and should this problem render the property unsafe or not suitable for receiving guests we reserve the right to change your booking or, if we have no other suitable option, to cancel your booking. In the case of a property change, the price of your booking will remain the same and we will try to provide you with a property to the same standard or superior to the one you originally booked. In the case of a cancellation from our end, you will receive a full refund. Whilst we always endeavour to avoid changes and cancellations, we reserve the right to do so at any time and would contact the guest as soon as possible to discuss changes or cancellation.
9. Travel Insurance
By accepting these Terms and Conditions you confirm that you and all your party have the necessary insurance for your stay and that you take full responsibility for the same. We cannot be held responsible for injury, damage or loss to your personal property due to accident or theft inside or outside your accommodation. Should you wish to claim for any damage or loss of property through your travel insurance company then we will of course help as much as we can.
10. Unforeseen Availability
We are relieved from any liabilities if the rental property should become unavailable for any unforeseen circumstances. All efforts will be made to secure alternative accommodation for you or a refund will be given limited to the sums paid to us. Under any circumstances, our liability to you will be limited to the amount of rent paid to us.
11. Mechanical, Electrical and Utility Failures
We cannot be held responsible for any unforeseen mechanical, electrical and technical failures such as television, , internet connection, , appliances, air-conditioning etc.
We will endeavour to fix or replace machines in the event of failure as quickly as possible. Compensation will be offered as we consider appropriate for the level of disappointment incurred for such failures.
Neither can we be held responsible for any unforeseen failure of electricity, water or gas. In the event of failure that we are unable to rectify within 24 hours, a full refund will be offered to you and you will be required to vacate the property. Where possible, you will be offered an alternative property.
Furthermore, we cannot be held responsible for communal areas outside the building where your apartment is located. These areas are the responsibility of goverment and we can only try to solve the situation ourselves according to the current regulations or advise them if any problems do arise and the possibility to solve it.
Wifi is available through the connection to a public hotspot, We have no influence on reliability or quality of the internet connection.Where wifi is advertised in our properties, it is free for 1 hour unless stated otherwise. We cannot guarantee any internet connection and if an internet connection is not available.
12. Complaint Procedures
If there is a problem with your property then we ask that you contact our team as soon as possible to rectify it. If we deem the property unsuitable to stay in then an alternative property will be provided. Where possible this will be of a similar or superior standard. Should you choose not to accept any alternative suitable property offered then we are not liable for any compensation for the remainder of your stay. If we have no property available then a refund will be issued for each night of the remainder of your stay. In any circumstances, our liability to you will not exceed the amount of rent paid to us.
13. Access to your Rental Property
By accepting these Terms and Conditions you agree to allow repair and or service personnel to enter the premises for the purpose of conducting any repair or service that we deem necessary.
We will ensure as far as possible that you are notified of their arrival and will try as far as possible to arrange visits at a time convenient to you, respecting your privacy and not interrupting your stay.
We are not liable for losses incurred through any circumstances outside of our control. For circumstances within our control, our responsibility is limited to the amount of rent paid to us.
We accept no liability for personal injury, claims or damages for your misuse of any safety systems available on the property or negligence in use of stairs, balconies, terraces and wet floors or any other everyday household hazards.
In addition to the Terms and Conditions set out here, any booking is subject to such further Terms and Conditions as advised at the time of booking or as may be displayed at the time of your stay.
15. Property Details
It is your responsibility to make sure that the style, type, standard and location of the property you choose fulfils your requirements. All the information you need to do this is provided on our website and we are happy to answer any questions you may have prior to booking. Guests are reminded to read the property descriptions and previous guest reviews carefully. You should check any aspect of the property or rental agreement that you are unsure about before you book.
Animals are not allowed in any of our properties.
Minors under 18 years are not allowed to enter or stay in the premises except children of persons rented in the property.
You confirm to be aware that the we do not allow prostitution, drug use, procurement or any other behavior that goes against the current laws of our country.
The service team and the security guard will immediately notify the corresponding authorities of any act of violation of the Cuban law, especially Law 62, Art. 298.1 – Rape, Art. 302.1 -Procurement, Human trafficking for sexual exploitation and prostitution, Art. 310.1-314 – Child Corruption, Art.190.1 -193 – Production, Sale, Demand, Traffic, Distribution and Possession of Drugs, Narcotic, Drugs, Psychotropic Substances And Other With Similar Effects – more information https://www.gacetaoficial.gob.cu/html/codigo_penal.html#A14. You will not be able to carry out any bothersome, unhealthy, noxious, dangerous, illegal or other activities which are counter to the statutes of the community.
You are also to refrain from storing and flammable, explosive or corrosive materials in the home, and/or carry out any commercial or manufacturing activities in the home.
Failure by anyone in your party to behave with respect for the property and for your neighbours will be seen as a breach of these Terms and Conditions. Should complaints be received from neighbours or should we be informed of any damage to the property (caused by you or your party) then you will be asked to leave. Should we ask you to leave in these circumstances then no refund will be offered. In the event that you or any member of your party refuses to leave the property immediately then we reserve the right to claim you with the fixed amount of 500€. We will not be liable for any associated costs or further claims by you or your party and you will forfeit all monies paid to us.
18. Breach of Terms and Conditions
Should you breach our Terms and Conditions, we will deem your agreement with us to be terminated. We will ask you to leave the property immediately. Should we ask you to leave in these circumstances then no refund will be offered. Should you or your party refuse to leave immediately then we reserve the right to claim the fixed amount of 500€. We will not be liable for any associated costs or further claims and you will forfeit all monies paid to us.
Mayada Living is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured.
We do not pass on/sell/swap any of your personal details with anyone. We only use this information to identify your order, provide you with our newsletter (if applicable) and to personalise your shopping experience with us.
Cookies sent to your computer from us only last as long as you are browsing our website. We do not store persistent cookies on your computer.
We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.
20. Pricing Policy
All of our prices are in Euros (EUR) and include all taxes where applicable. We reserve the right to alter prices up until the moment that you confirm your booking. We will quote you the current price at that time and that will override any previous verbal or emailed price quotes.