Due to the high volume of reservations, frequent date changes, and the resulting need to regularly reorganise apartment allocations, we have updated our policy regarding room requests.

To allow us to manage availability efficiently and fairly for all guests:

• For stays of less than 21 nights (3 weeks), specific apartment numbers, blocks, floors, or views cannot be guaranteed.


• All room requests are treated as preferences only, regardless of previous stays or past allocations.


• We will always do our best to allocate the apartment requested, or the closest possible alternative.


• Final apartment allocation is confirmed close to arrival, based on availability, booking gaps, maintenance requirements, and operational needs.

This policy enables us to minimise unnecessary apartment moves, accommodate unavoidable booking changes, and ensure smoother operations during high-demand periods.

By confirming a booking, guests acknowledge and accept that apartment allocation remains at the discretion of Pueblo Torviscas, and that inability to allocate a specific requested apartment does not constitute grounds for cancellation, refund, or compensation.

A minimum stay of 7 nights applies to all one-bedroom and two-bedroom apartments at all times. Shorter stays cannot be accommodated under any circumstances.

For studios, stays of fewer than 7 nights may be considered only within 2 months prior to arrival and are strictly subject to availability. We are unable to offer or confirm shorter studio stays further in advance, as apartment owners prioritise full-week reservations.

During the Christmas and New Year period, a minimum stay of 10 nights applies to all apartment types.

Deposits

All reservations require a non-refundable deposit at the time of booking.

The deposit is strictly non-refundable under all circumstances; however, if a cancellation is made within the permitted notice period (see below), the full deposit amount will be credited for a future stay (not refunded).
This credit is valid for 2 years and may also be transferred to friends or family if the original guest is unable to travel.

Cancellations & Booking Modifications

If the full balance has been paid and the guest later cancels, no refunds will be issued.
Instead, the total amount paid (including the deposit) will be credited for a future stay, provided the cancellation falls within the required notice period.

Standard Periods (all dates except Christmas & New Year):

• 30 days or more before arrival
  
  • Deposit and any balance paid credited for a future stay


• Less than 30 days before arrival
  
  • Deposit lost
  • Full balance remains payable
  • Any amounts already paid are forfeited and not credited

Christmas & New Year Period (stays between 20 December and 6 January):

• 90 days or more before arrival
  
  • Deposit and any balance paid credited for a future stay


• Less than 90 days before arrival
  
  • Deposit lost and not credited
  • Full balance remains payable
  • Any amounts already paid are forfeited and not credited

Changes to travel dates are considered a modification and follow the same notice periods as cancellations:

• 30 days minimum notice for all dates except Christmas & New Year


• 90 days minimum notice for bookings during Christmas & New Year (stays between 20 December and 6 January)

For modifications made less than 90 days before arrival during the Christmas/New Year period, a €100 modification fee will apply.


Payment Terms for Christmas & New Year Bookings

• All Christmas & New Year bookings (stays between 20 December and 6 January) must be paid in full by 31 October.


• Any unpaid balance after this date may result in the booking being cancelled, with the deposit forfeited in line with our cancellation policy.

Apartment Allocation for Modified Bookings

When dates are modified, it may be necessary to change the originally allocated or requested apartment, even if the original request was noted.

This is because we must optimise our calendar and avoid unbookable gaps caused by altered dates.
While we will always do our best to honour preferences, specific apartment numbers cannot be guaranteed for modified bookings.

We strongly recommend that all guests take out comprehensive travel insurance, as no refunds are issued under any circumstances

Pueblo Torviscas does not accept liability for loss, theft, damage, medical issues, delays, or personal circumstances.
Guests are responsible for obtaining adequate travel and medical insurance.

No compensation shall be payable if a booking, stay, or any part thereof is cancelled, modified, delayed, or otherwise disrupted as a result of events or circumstances beyond our reasonable control. These include, but are not limited to: war or threat of war, civil unrest, riots, strikes or industrial disputes, acts of terrorism, natural disasters, earthquakes, volcanic activity, fire, flooding, severe or adverse weather conditions, pandemics or epidemics, public health emergencies, government or authority actions, border closures, travel restrictions, quarantine requirements, lockdowns, changes in law or regulation, failure or interruption of utilities or transport services, or any other event amounting to force majeure.

Such events shall not constitute grounds for compensation, refund, or liability on the part of Pueblo Torviscas.

The accommodation is reserved exclusively for the persons named on the booking. Any additional guests must be authorised in advance.

Unauthorised occupancy may result in refusal of entry or termination of the stay without compensation. Unregistered guests are not permitted to use the swimming pool or any communal facilities.

Any behaviour that causes nuisance, damage, or poses a risk to staff, guests, owners, or property may result in eviction.

Pueblo Torviscas Management reserves the right to request a refundable damage deposit when considered necessary.

If you experience any problem during your stay, you must inform the Pueblo Torviscas Management Team (Solconfort SL) immediately at the office located in the reception area. We can only investigate and resolve issues if we are made aware of them at the time they occur.

If the management office is closed, the issue must be reported to reception, who will ensure that the appropriate department is informed.

Complaints raised after departure that were not reported during the stay cannot be considered.

Any dispute relating to the accommodation or services provided will be governed by Spanish Law.

Liability, if applicable, cannot exceed the total cost of the accommodation paid.

Pueblo Torviscas provides cleaners, not personal maids.

To allow staff to clean the apartment properly:

• The apartment must be left tidy. If it is not tidy, cleaners may refuse to clean.


• Any additional or special cleaning requests must be arranged and paid for in the office.


• Please do not remove towels or linen from the bags left on the landings.
  Doing so disrupts our housekeeping system and creates unnecessary complications for the cleaning team.

We appreciate your cooperation in helping our staff keep the complex running smoothly.

The Apartments

• Basic items are supplied according to local tourist standards.


• No daily maid service is provided.


• Towels are changed every 3rd and 5th day and sheets every 7 days (this may vary depending on the arrival day).


• Décor, furniture, and equipment vary between units, as each apartment is individually owned.


• A safety deposit box is available at €2 per day.


• Included amenities: TV, hairdryer, iron + ironing board, and either a ceiling or free-standing fan.

Building Works

As in many holiday destinations, building works may occur nearby.
If we are aware of any works that may affect your stay, we will notify you whenever possible.

Cultural & Environmental Conditions

Please be aware that local customs, the pace of life, and service levels may differ from those in your home country. As Pueblo Torviscas is located in a warm climate, the presence of ants or cockroaches can occasionally occur; these are harmless and can be effectively managed once reported.

Electricity supply and water pressure may vary at times. Any maintenance or cleaning concerns must be reported immediately to the management office located in the reception area. If the office is closed, issues should be reported to reception so the appropriate department can be informed.


Outstanding Balance & Payment Terms

The remaining balance of your stay must be paid no later than the second day after arrival.
Pueblo Torviscas does not store or charge the card used to pay the deposit, so the guest is responsible for ensuring the balance is settled directly in the office within the required timeframe.

Respect for the Community

We kindly remind guests that they are visitors in a foreign country.
Please respect local people, customs, and staff.
We ask all guests to enjoy their stay with patience, courtesy, and consideration for other holidaymakers.

Anti-Social Behaviour

Pueblo Torviscas operates a strict zero-tolerance policy towards any form of anti-social, aggressive, disruptive, or disrespectful conduct. This includes excessive noise (particularly during quiet hours), damage to property, consumption of illegal substances harassment or abuse towards staff, guests, or residents, and any behaviour that is dangerous, unlawful, or negatively impacts the safety and comfort of others. Management reserves the full right to remove any guest or group from the complex immediately and without refund or credit should such behaviour occur.