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Our Guarantee

We guarantee that all the properties on our site are regularly inspected by the Tenerife Holiday Homes Ltd (THH) team to make sure they are maintained to what in our opinion is a level that would be expected of a privately owned holiday home. If at any stage we feel a property has dropped below that standard, we will make recommendations to the owner in order to improve it. Should these recommendations not be implemented, THH will take the property off our books.

By booking through THH, you are booking with a professional and reliable company. We are employed by the owners to work their behalf and our role is the link between yourselves and a privately owned property in Tenerife. Where we fully manage the property,our service to the owners is to maintain their property to the standard they expect and to help them gain a rental income. For properties we don't manage but still act as a rental agent, we perform bi-annual inspections to ensure they have been kept up to standard by the relevant management company.

Our service to our tenants is to offer you help and advice throughout the booking process and to help make your stay in them as comfortable as possible. Our general terms and conditions are outlined below. Booking a property through THH is deemed as acceptance of these terms

Booking Conditions

The following Booking Conditions together with the General Information contained on this website form the basis of your contract with Tenerife Holiday Homes Ltd. Please read them carefully as they set out our respective rights and obligations.

In these Booking Conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date). "We" and "us" means Tenerife Holiday Homes Ltd.

All bookings are made subject to these booking conditions.

1. Making your booking

Bookings can be made by completing the online booking form and following the on-screen instructions or by contacting us direct by telephone or email.

Once we have received your booking form and booking deposit, we will, subject to availability, confirm your stay by issuing a confirmation invoice by email. This invoice will be sent to the party leader. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation invoice or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 5 working days of our sending it out.

Number of persons: Only those persons whose names appear on the Booking Form may use the property. The property will only be prepared for the number of people it has been booked for. The number of persons (adults and children) must not exceed the number of sleeping places indicated on the website. The substitution of persons during the rental period is forbidden unless previously agreed

2. Payment

In order to confirm your stay, a deposit of 25% of the full payment (or full payment if booking within 56 days of departure) must be paid at the time of booking.

This deposit is not refundable in the event of your cancellation or failure to pay on time as set out below.

The balance of the cost of your stay must be received by us not less than 56 days prior to departure (or at the time of booking if this date has passed). This date will be shown on the confirmation invoice. If you have not paid 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 in clause 6 below will be payable.

2a. Security Deposit

You may be asked to pay a security deposit before the start of your stay (or at the time of booking if this date has passed). The cost of any damage to the property or to any items in and/or at the property caused or any service charges incurred by you or any member of your party (for example telephone calls) will be deducted by us from the security deposit at the end of your stay.

If no deductions are required your security deposit will be refunded in full to you 7 days after your departure from the property. If the security deposit is not sufficient to cover any damage caused or service charges incurred by you or any member of your party, you will be responsible for paying us any additional monies required immediately on request from us.

Properties are checked within 24 hours of being vacated. You will be notified of any damage or service charges within 7 days and you contract to pay any sum not covered by the security contract within 7 days of receiving such notice.

3. Your Contract

A binding contract between us comes into existence when the deposit payment is paid (see clause 2 above). If you cancel after paying the deposit our normal cancellation charges will apply. This contract and all matters arising out of it are governed by English law. We both agree that any dispute arising out of or connected with your holiday will be dealt with by the Courts of England.

4. The cost of your stay

The prices published on the website though correct at time of publication may be changed without notice by the property owners. Though we make every effort to update the prices accordingly changes and errors do occasionally occur. Actual prices of the property will be finally confirmed at time of booking.

5. Changes by You

Should you wish to make any changes to your confirmed booking, (not including change of dates) you must notify us by email 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, an amendment fee of £25 may be payable.

Should you need to change the dates of your booking, if the same accommodation is available, we will amend your booking. The cost of this is £10 per person with a minimum charge of £25. If we cannot supply the same accommodation the cancellation charges will be applied under clause 6.

6. Cancellation by You

Should you need to cancel your stay after the confirmation invoice has been issued (see clause 3 above), the party leader must immediately advise us either by cancelling online or advising us in writing. Your notice of cancellation will only be effective when we receive it in writing at our offices. As we incur costs from the time we confirm your booking and may be unable to re-sell your period of stay, the following cancellation charges will apply. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost of the booking excluding amendment charges. Amendment charges are not refundable in the event of cancellation.

Period before start of stay within which written/email notification of cancellation is received by us	Cancellation charge
more than 8 weeks	deposit only
less than 8 weeks	deposit + 100% of balance

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy you may have. Claims must be made directly to the insurance company concerned.

Our cancellation and amendment costs are company policy but changes to these can be made at the owners discretion.

7. Insurance

It is strongly recommended that you take out adequate travel insurance. Please read your policy details carefully. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs.

8. Changes and cancellation by us

Occasionally, we have to make changes to and correct errors on our website descriptions and other details both before and after bookings have been confirmed. THH has contracts with our owners to ensure your booking will always be guaranteed but on very rare exceptions we may feel the need to offer you an alternative.

If for any reason your chosen property becomes unavailable, (e.g. we do not deem it to have been maintained at the appropriate standard) THH will offer you an alternative or the option of a full refund prior to your stay. If an alternative is offered and happens to cost more than the original then you shall have to pay the difference. Should you choose the alternative, no refunds can be given from the date of acceptance.

Very rarely, we may be forced by "force majeure" (see clause 9) to change or terminate your stay after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result.

9. Force Majeure

We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

10. Our Liability to you

10.1. We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage or expense. In addition, we will not be responsible should you not enjoy your stay or should you experience any problems relating to an omission on your part of providing adequate information on the booking form to allow us to try ensure that the selected property is entirely suitable and satisfactory. An example of this may be where a member of your party has limited mobility. Should we be informed of this fact we would be better able to advise you on the suitability of your selected holiday accommodation.

However, as we cannot judge mobility via email / telephone and can only advise you, the decision as to whether a property is suitable or not rests entirely with you. We are also not liable for any loss, expenses, costs or problems experienced that have occurred for any reason whatsoever not directly attributable to THH.

We undertake to provide you with your choice of high-quality holiday accommodation that fulfils the overall description of the property as seen on our website. Please note however that while the property description was prepared after an THH inspection and therefore was correct at the time of publication on occasion there may be slight variations in particular to the list of facilities. For example an Owner may add or remove items from the property without prior notification.

THH, acting as an agent on behalf of the owner, has no liability in the case of personal injury or death resulting from a stay in any of the properties advertised on our site. It is the owner's responsibility to have his / her own insurance.

Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you.

10.2. The promises we make to you about the accommodation we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the accommodation in question had been properly provided. If the particular accommodation which gave rise to the claim or complaint complied with local laws and regulations applicable to those accommodation at the time, the accommodation will be treated as having been properly provided. This will be the case even if the accommodation did not comply with the laws and regulations of the UK which would have applied had that accommodation been provided in the UK.

10a. Behaviour

You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct to us at the time. If you fail to do so, you will be responsible for meeting any legal costs we incur in full in recovering full payment from you.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the Owner or THH, we are entitled, without prior notice, to terminate the occupation of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

11. Special requests and medical problems

If you have any special request, you must advise us at the time of booking and clearly note it in the extra information section of the booking form. *Although we will endeavour to meet any reasonable requests we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests.

If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

12. Passports, visas and health requirements

It is your responsibility to ensure that you are in possession of all necessary travel and health documents (including Passports and Visas (where applicable) before departure. You must pay all costs incurred in obtaining such documentation. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel.

13. Prices and Website Accuracy

We endeavour to set prices relevant to the standard of acccommodation provided and comparative to other properties of its nature in the area. This includes, furniture, decor, age and general upkeep. When booking, clients should make particular note the price of their chosen property in relation to other similar properties on our website.

Please note, the information and prices shown on our website may have changed by the time you come to book your stay. Whilst every effort is made to ensure the accuracy of the website and prices at the time of requesting the booking, regrettably errors do occasionally occur. You must therefore ensure you check all details of your stay (including the price) on your booking acceptance.

When you make a booking you will be given a reference number. This number is not specific to any property or property number, it is an internal reference number so your booking details can be easily extracted from our system.

We endeavour to make the descriptions of each property as factual and detailed as they can be, but take no responsibility should there be an error on the website. We will take immediate steps to correct any errors should we be notified. We do rely on the owners of the properties to help with the description of the property. Whilst each property is individually inspected by a representative of THH and we take the utmost care to ensure our website is as detailed as possible, we take no responsibility should an owner have mis-informed us about the equipment in the property. Should this happen, as soon as we are made aware of it we shall correct our website. We also take no responsibility for any changes that owners make to their properties between the time of booking and the time of the actual holiday.

14. Property Management

Most of the accommodation featured on this site is under the 'full management' of Tenerife Holiday Homes Ltd. These are indicated by properties where you have had a 'seamless' booking process where you have not had to enquire about availability before booking. This is because we fully manage every aspect of this property.

For these properties we are of course performing general cleaning and maintenance duties in them every week and can therefore guarantee that they are kept to the standard set out to us by the owner..

There are some properties featured on the website that we do not fully manage and these are indicated by the fact that we would need to check availability with the owner before confirming your booking request. For these properties, we perform bi-annual checks to make sure they are up to the required standard. THH cannot be held responsible for a 'drop' in standard between our 6 monthly checks.

15. Factors within the community of owners

THH manage either separate villas or individual apartments within complexes that are governed by the community of owners. Whilst we take responsibility for the properties we manage we have no jurisdiction over factors in the complex that may affect your stay. Examples of this would be problems with the communal satellite dish, swimming pool pumps breaking down. In these cases we will alert the relevant complex authority to the problem but cannot accept any responsibility should these not be attended to during your stay.

16. Building work and general noise Factors

THH do not receive prior warning of building work in the vicinity and cannot be held responsibile for any noise disruption.

THH are not responsble for any other noise factors that may inconvenience you - examples of this could be, noisy people within the complex, main roads, nearby bars and restaurants, low flying aircraft.

17. Provision of satellite TV

Many of our properties have satellite TV. Please note, in Tenerife the use of a satellite is required to received BBC, ITV and CH4 which would be classed as "terrestrial" in the UK. It should also be noted that due to the sheer distance of the transmission, the reception of satellite TV can sometimes be unpredictable in Tenerife. Reception can be particularly worse or lost in periods of bad atmospheric conditions. If reported, whilst we will do our best to resolve the situation, THH cannot be held responsible should your satellite TV lose it's signal during your stay. Please also refer to point 15 on the use of communal satellite dishes.

18. General maintenance and wear and tear

Each property will be checked whilst being cleaned and prepared for your arrival. As with any property, occasionally unforeseen maintenance problems can arise both before and during your stay.

If you alert us to a maintenance problem during your stay we will act as quickly as we can to rectify it. Please note that if a professional is required (e.g plumber, electrician) that these can normally only be obtained during office hours.

THH cannot be held responsible for any inconvenience caused, any loss and / or cost incurred due to maintenance problems. Examples of these type of issues are problems with electricity, water, boilers, lighting or anything else that comes under the heading of general maintenance. As outlined in clause 19 (below) by booking a privately owned property you will enjoy all the benefits of an an inhabitant but this also means that it is possible you may experience problems within a property, just as they would.

19. Complaints and problems

In the unlikely event that you have any reason to complain or experience any problems with your stay whilst away, you must immediately inform us. Any verbal notification must be put in writing and given to us as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. We regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.

Should you leave the accommodation prematurely and without an explicit authorisation by us, you forfeit your rights for a refund of the rental price, unless the terms of this contract have been breached.

Please note that the property is not an official tourist structure, such as an hotel, residences, etc. but a private dwelling. Being such, there is no standard or categories that are internationally recognised, indeed it reflects the architecture and furnishings, the local traditions and the personal taste of the owner. This is precisely the kind of holiday that we offer: the chance to partake in the culture of the area chosen, living for a few weeks in the same surroundings as an inhabitant would. We cannot however exclude the possibility that these differences can sometimes result in minor inconveniences - due to the special nature of its architecture and of traditions in the area - but which cannot be accepted as complaints. It is also important to note that with privately owned accommodation comes different tastes, requirements and levels of comfort. This is again all part of the experience. Simply not liking the particular owners taste or level of comfort is not deemed as cause for complaint.

19a. Complaints procedure

In the event of any problems you must contact us immediately, plus you undertake to do your best to resolve or minimise the problem in order to avoid any prejudices that could result. You must give us a reasonable length of time to resolve the issue for you.

If your problem has not been resolved satisfactory during your stay, then please write to us by post on your return and we will endeavour reply within 14 working days. This is the only channel through which any complaint may be considered. We cannot accept a complaint by email.Whilst we will acknowledge any complaint that we receive, no claim for compensation can be considered should we not have been informed of your problem during your stay. We are not duty bound to give any refunds or compensation.

If in the unusual incident that a complaint is made during your stay in Tenerife, our staff will try to assist you. Please note that as we are a UK Ltd company, our fiscal offices are not based in Tenerife and therefore no financial complaint can be properly dealt with until you are home from your holiday. It is important to note that should any claim for compensation be received, the money for your holiday will have already been paid to the owner of the property in question and we are only able to retrieve that after consulting them. We have contracts with our owners not to give out their details to any of their renters.