Internal rusel and regulations of Living Experience Granada

(2star hostel – City Category)
Andalusia Tourism Registration No.: H/GR/01547

Operating company:
SCI STUDENT EXPERIENCE REAL ESTATE IV C.V.
Tax ID (CIF): W3031145J
Registered address: Avenida de Rodajos 3, 28223, Pozuelo de Alarcón (Madrid)

1. Purpose and scope

These Internal Rules and Regulations govern the operation, use of facilities and coexistence within Living Experience Granada, a 2star hostel, in accordance with Law 13/2011 on Tourism in Andalusia and Decree-Law 13/2020 on hotel establishments.

These rules are binding on all users.

2. Registration, stay and customer service

2.1. Admission shall be formalised by signing the corresponding admission document provided at reception once the guest has been registered, and a registration form shall be completed in accordance with public security regulations.

2.2. The stay is for temporary accommodation in individual studios, with a maximum occupancy of one person per unit, unless expressly authorised.

2.3. Admission or continued stay may be refused in the following cases:

• Lack of availability

• Breach of the Rules and Regulations

• Conduct that disturbs peaceful co-existence or public order, which may result in the operating company requesting the assistance of the law enforcement authorities.

The right of admission shall be exercised in accordance with Article 36 of Law 13/2011.

2.4. The establishment has staff responsible for customer service, available at reception or via authorised communication channels (telephone/email).

3. Users’ rights

Users shall have the rights to:

a) Receive truthful, sufficient, clear, unambiguous, rational and prior-to-contract information regarding the services offered, as well as the total final price, including taxes, specifying, where applicable, the amount of any surcharges or discounts applicable to the offer.

b) Obtain documents evidencing the terms of their contract.

c) Access Living Experience Granada under the conditions established by law.

d) Receive the tourist services under the conditions offered or agreed and, in any case, to ensure that the nature and quality of such services are directly proportionate to the category of the company or tourist establishment.

e) Have their personal safety, property and privacy duly guaranteed within the establishment, in accordance with applicable legislation, and to be informed of any temporary inconvenience that may affect their rest and tranquillity.

f) Receive information, protection and assistance from the tourism authorities, where necessary, in defence of their rights in their dealings with providers of tourist services.

g) Be clearly informed of any facilities or services that may involve risk, as well as of the safety measures adopted.

h) Receive an invoice or receipt, containing the information required under applicable regulations, for the price paid for the tourist service provided.

i) Require that the official classification, capacity and any other regulatory information relating to the activity be displayed in a clearly visible and easily accessible place, in accordance with applicable regulations.

j) Submit complaints and claims and to obtain information regarding the procedure for their submission and handling.

k) Have recourse to a tourism mediation system through mechanisms of an arbitral nature.

4. Users’ obligations

Users must:

a) Observe the rules of co-existence, rest and hygiene established for the proper use of the studios and common areas of Living Experience Granada.

b) Comply with these Internal Rules and Regulations.

c) Respect the agreed departure date by vacating the occupied accommodation unit.

d) Pay for the contracted services upon presentation of the invoice or within the agreed period, it being understood that the submission of a complaint shall not entitle the User to withhold or delay payment.

e) Respect the establishment, its facilities and equipment at Living Experience Granada.

f) Respect the environment, as well as the historical and cultural heritage and tourism resources of Andalusia.

5. Period of occupancy of the accommodation units

5.1. The User of the studio shall be entitled to occupy the accommodation unit from 14:00 on the first day of the contracted period until 11:00 on the day designated as the departure date. A different arrangement may be agreed individually, in which case it must be recorded in the admission document, even if such agreement is reached during the stay.

However, during periods of peak occupancy, the operating company may delay making the accommodation unit available to the User for a period not exceeding three hours. In any event, the User shall be entitled to access the common facilities of the establishment from 12:00 on the day of arrival.

5.2. Unless otherwise agreed, any extension of occupancy of the accommodation unit beyond the contracted period shall give rise to the obligation to pay for an additional day.

5.3. The User may remain accommodated for additional days beyond those specified in the admission document, provided that there is agreement between the parties. In such case, this shall be deemed an extension of the original contract and must be recorded in the same admission document.

6. Coexistence rules (Community living)

6.1. Quiet hours shall be observed between 22:00 and 08:00.

6.2. The following are prohibited:

• Carrying out activities that are disturbing, unhealthy, harmful, dangerous or noisy within the accommodation unit and the establishment itself.

• Organising parties without authorisation.

• Smoking or vaping inside the building and on the terraces.

• Bringing animals onto the premises, with the exception of guide dogs, in which case the relevant certification/documentation must be provided to confirm such status.

• The use or trafficking of drugs.

6.3. The client shall be liable for any damage caused to the establishment as a result of the behaviour of their visitors.

7. Studios use and restrictions

7.1. Studios:

• Are for single occupancy

• Are intended for to serve the purposes of lodging, temporary accommodation and/or guest stay.

They are equipped with:

• Heating and air conditioning adjustable through fixed systems

• Information about the establishment in the room

• Colour TV with remote control

• Double beds with minimum dimensions of 1.35 m × 1.90 m

• Mattresses, mattress protectors and bed linen, as well as blankets or duvets

7.2. The following are not permitted:

• Carrying out structural or decorative modifications to the studio.

• Bringing in hazardous or flammable materials.

• Using open flames.

• Installing items on walls or furniture.

8. Common areas and services usage

8.1. Common areas may be used in accordance with their intended purpose and the applicable schedules.

8.2. The following are prohibited:

• Altering the furniture

• Introducing external items

• Carrying out unauthorised activities

8.3. Improper use may result in expulsion from the premises.

8.4. The following common services are included in the price of the stay:

1. Provision of a 24-hour reception service

2. Availability of a public telephone within the establishment

3. Provision of a lounge area

4. Provision of tourist information about the area

5. Bilingual service manual (in Spanish and English)

6. Multilingual service manual (including Spanish and English)

7. General housekeeping

8. Heating and air conditioning adjustable through fixed systems

9. Internet access throughout the establishment

10. Payment by bank card. Cash payments shall be accepted up to €1,000 in accordance with Law 7/2012 of 29 October, amending tax and budgetary regulations and adapting financial regulations to intensify actions for the prevention and combating of fraud.

11. Gardened areas

12. Gym, the use of which shall be subject to capacity limits and established opening hours

13. Covered parking

14. Private dining area

15. Rooftop padel court, the use of which shall be subject to capacity limits and established opening hours

16. Roof terrace

17. Swimming pool, the use of which shall be subject to capacity limits and established opening hours

9. Cleaning and maintenance

9.1. The establishment provides cleaning services in accordance with the law.

9.2. Notwithstanding the foregoing, the client is responsible for maintaining the studio in an appropriate condition.

9.3. In the event of non-compliance, additional cleaning may be required at the client’s expense.

9.4. Additional services. Certain additional services may be provided by external companies (security, maintenance, specialised cleaning or others).

The identification of such companies shall be available to users at reception or upon request.

10. Security and control

10.1. In accordance with applicable regulations, the establishment is equipped with:

• CCTV systems

• Access control

• Security personnel

10.2. The tampering with security systems or alarms is prohibited.

10.3. Staff may access the studio for maintenance, security or inspection purposes. For this purpose, and except in cases of urgency, the guest shall be duly informed in advance by telephone using the number provided in the admission document.

11. Liability

11.1. The client shall be liable for:

• Damage caused to the establishment’s facilities

• Their own conduct and that of their visitors; visitors wishing to enter the studio together with the guest must be identified in advance and shall not be permitted to stay overnight

11.2. The establishment shall not be liable for:

• Unattended personal belongings

• Loss or theft in the absence of gross negligence

• A lost property service is available for a maximum duration of one (1) month, after which the operating company may dispose of the items.

12. Additional services

Additional services, the cost of which is not included in the booking price, shall be published in the corresponding schedule of additional service tariffs and responsible entities, available at reception and on notices:

1. Laundry

2. Catering services (half board or full board)

3. Photocopying

4. Restaurant

5. Smart Point lockers

6. Smart rental unit

13. Complaints and claims

Users may submit complaints:

• At the establishment’s reception

• By electronic means, through the Andalusian Government’s Hoj@ system

Living Experience Granada provides an official notice and a register of official complaint forms in accordance with Andalusian consumer regulations.

14. Amendment of the Regulations

The establishment may amend these Regulations, ensuring their publication and updated accessibility.

15. Acceptance of the Regulations

Completion of the booking by signature and payment through the relevant booking channel implies full acceptance of these Regulations.

17. Publicity of the Regulations

These Internal Rules and Regulations shall at all times be available to users and displayed, at least in Spanish and English, in a visible and easily accessible location within the establishment.

They are also published on the establishment’s website: www.livingexperience.com

18. INTERNAL DISCIPLINARY REGIME

18.1. General principles

1. This disciplinary regime is intended to ensure peaceful coexistence, safety, integrity of the facilities, and quality of service.

2. Disciplinary measures shall be contractual and private in nature, without prejudice to any administrative, civil or criminal liabilities that may arise.

18.2. Classification of breaches

A) Minor breaches

The following shall be considered minor breaches:

• Causing noise outside permitted hours without serious impact

• Failure to maintain basic cleanliness in the studio

• Minor improper use of common areas

• Breach of organisational rules (schedules, use of facilities)

B) Serious breaches

The following shall be considered serious breaches:

• Repeated minor breaches

• Introducing visitors without control or in breach of rules

• Improper use of the studio (unauthorised activities)

• Improper handling of furniture or facilities

• Smoking and/or vaping within the establishment

• Repeated failure to observe coexistence rules

C) Very serious breaches

The following shall be considered very serious breaches:

• Subletting or assignment of the studio

• Occupation by a person other than the registered guest without authorisation

• Serious damage to facilities or furniture

• Violent, dangerous or unlawful conduct

• Drug use or trafficking

• Tampering with security systems or alarms

• Serious breaches affecting the safety or reputation of the establishment

18.3. Types of sanctions

Breaches may result in the following measures:

a) Warning

• Written or verbal warning

b) Financial penalty

• Additional charges to the client’s account

• Deduction from the deposit

c) Restriction of services

• Temporary limitation on use of facilities

d) Early termination of the contract

• Expulsion from the establishment without entitlement to a refund

e) Compensation for damages

• Repair or replacement of damaged property

18.4. Quantification of financial penalties

Without prejudice to the specific assessment of damages, the following indicative amounts shall apply:

• Repeated noise/disturbances: €50 per incident

• Smoking in prohibited areas: €50 per incident

• Tampering with detectors or alarms: €50 per incident

• Loss of access card: €25

• Additional cleaning: from €50

• Failure to vacate on time: €250 per day

• Material damage: actual cost of repair + any consequential losses

• Serious contractual breach: penalties in accordance with the contract

18.5. Internal disciplinary procedure

1. Upon detection of a breach, the establishment may:

• Issue an immediate warning

• Require cessation of the conduct

2. In case of persistence:

• Written notice shall be provided (by email)

3. Sanctions may be applied:

• Immediately in serious cases

• Following assessment by responsible staff

4. No formal procedure shall be required in cases of:

• Urgency

• Risk to persons or facilities

18.6. Expulsion from the establishment

The establishment may terminate the contract and require immediate departure in cases of:

• Very serious breaches

• Repeated non-compliance

• Risk to safety or coexistence

In such cases:

• No refund shall be made

• The deposit shall be enforced where applicable

• Additional damages may be claimed

18.7. Liability for third parties

The client shall be liable for:

• Acts of their visitors

• Damage caused by third parties brought into the establishment

18.8. Compatibility with other actions

Internal sanctions are without prejudice to:

• Reporting to authorities

• Judicial proceedings

• Claims for damages

18.9. Contractual integration and binding force

1. These Internal Rules and Regulations form an integral part of the Living Experience Granada Accommodation Contract, together with the Terms and Conditions, the booking confirmation and the admission document, which shall serve as the accommodation contract.
   
   

2. Acceptance of the booking by the client, through the website or authorised channels, implies:

• Express acceptance of the Terms and Conditions

• Full acceptance of these Internal Rules and Regulations

3. In the event of conflict between documents:

• The Terms and Conditions shall prevail in contractual and financial matters

• The Internal Rules and Regulations shall prevail in matters of use, coexistence (Community living) and internal discipline

4. Sanctions provided for in these Regulations shall be contractual in nature and fully enforceable in accordance with the agreement between the parties.