Terms and Conditions

Smarthols, based in the UK, specialises in providing privately owned apartments as accommodation only in Tenerife. We will accept the booking as booking agents only and your contract will be with the owner of the apartment concerned.
Below are the conditions of the agreement between you, Smarthols and the individual apartment owners.
All bookings are made and accepted subject to the terms set out in these Booking Conditions.
Responsibility – The person confirming the Booking does so on behalf of other persons named on it and becomes primarily responsible to us for all payments in respect of the booking. Smarthols does not allow bookings where the lead person is under the age of 18.
Prices – All prices, unless stated otherwise, are per apartment with an agreed number of occupants in Pounds Sterling (£) and are as stated at time of the booking.
Deposit – When you instruct us to book the apartment, we will provisionally hold the apartment in your name for 7 days until we have received your agreed deposit payment.  Failure to pay within 7 days may mean that you will lose your booking. If your booking is made less than 10 weeks before departure full payment is required at time of booking.
Confirmation – We will send you a Confirmation invoice by email after receipt of your deposit to confirm your booking. A contract exists between us when we receive your deposit. You should check the booking invoice carefully to confirm that it matches what you have booked and you must inform us straight away if there are any inaccuracies.
Final Payment – The final balance payment of your holiday must be received by us at least 10 weeks prior to departure date of your holiday, otherwise we reserve the right to cancel your booking and your deposit will not be refunded.
Late Bookings – We can arrange late bookings even up to the day of travel. However, please be aware that we may not be able to send all the documents out to you prior to your travel and payment will have to be made in cash on arrival in Tenerife.
Payment Method – It is not a secure way of payment for us to accept cash through the post, we therefore cannot be made responsible for its delivery. We prefer to receive payment by cheque, bank transfer or PayPal.
Personal Information – Smarthols will ask you for personal information to complete a booking: names of occupants, home address, telephone numbers, email address. Please read our data collection policy. This information is only shared with the apartment owners.
Minimum let – Our minimum let is 7 nights except Christmas & New Year which the minimum let is 14 nights.
Check in/check out – Check in time is from 2.30pm on the day of arrival and check out time is 10am on the day of departure.
Although we reserve the right to increase or decrease our holiday prices at any time prior to your booking, once you have made your booking and paid your deposit the price will not be changed.  The price may change if you make amendments to your booking.
We consider adequate travel insurance as vital and strongly recommend that no one should book without such cover. We are unable to accept responsibility for any costs you or anyone in your party may incur as a result of failing to take out adequate insurance cover and recommend you do this on the same day you book an apartment.
If you wish to cancel your holiday in whole or in part, after we have issued your Confirmation Invoice, this must be done in writing or by email by the person whose name the holiday is invoiced in. The request will be effective from the date it is received by us. In the event of cancellation the charges stated below will become payable. If you wish to cancel your holiday after it has started, the remaining portion will not be refunded. We strongly recommend that you take out travel insurance cover, as this could cover these charges in certain events.
More than 10 wks before date of travel loss of deposit
Less than 10 wks before date of travel loss of full cost of apartment
We will try wherever possible to make any alteration you request after your booking has been made. A major alteration, such as change of departure dates may be treated as cancellation and ‘Cancellation By You’ section fees will apply accordingly. In the event that we are able to change your booking details we will charge such amendment fees as are imposed on us by the apartment owners.  We will not reimburse any customer who changes, or does not utilise any part of the apartment booking period, which they have booked and paid for with us.
It is your responsibility to ensure that you and those for whom you are booking are in possession of valid passports. You should check and make sure that your initials and names on your passports exactly match those on your flight tickets. You must be responsible for a reasonable standard of behaviour by yourself and those for whom you are booking. We reserve the right to decline to accept or retain any person as a client if their behaviour is, in our, or other authorities opinion likely to cause distress, damage, danger or annoyance to any other people or to property. You understand that we shall be under no liability to pay any refund or compensation to, or costs incurred by, any person whose behaviour is thus unacceptable.  Please abide by the rules of the complex which are detailed in the apartments.  All our apartments do not accept pets and are all no smoking.  If you are a smoker, please smoke on the balconies, no smoking inside the properties.
Cancellation by us may be necessary in exceptional circumstances, for example on rare occasions where your chosen apartment needs urgent work. If this happens we reserve the right to cancel your apartment booking and in that event will offer an equivalent standard of apartment, or if this is not available a full refund of all money paid to us. Our liability will be limited to the accommodation booked and we will not be responsible for any indirect losses or other out of pocket expenses, incurred. No compensation whatsoever is payable. We do not cancel a holiday unless it is as a result of circumstances beyond our control.
The apartment availabilities featured in our website are planned in advance and amendments do occasionally become necessary. If there is a problem with the apartment you have chosen, we reserve the right to place you in a similar standard apartment to that originally booked.  We will inform you prior to departure but will have no other liability.
If a major change becomes necessary, we will inform you as soon as is reasonably possible. A major change might be a change in resort, or offering accommodation of a lower standard than booked, in which case you have the choice of the following;
a) Accept the change, in which case the contract will be amended to incorporate the change.
b) Cancel the booking completely, in which case we will refund all monies paid to us for the apartment accommodation only.
Please note we cannot be held liable or responsible for, or offer compensation in respect of, circumstances where performance of the agreement is prevented by reason of war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, earthquakes or other similar events beyond our control.
We try to be as accurate as possible in our descriptions and the information given in our website and other literature. However, facilities at apartments can and do change over the course of a year. Wherever possible we will advise you of any changes. For example, there could be occasions when changes to the advertised facilities, like the swimming pool not being open if it is being repaired or bars may not open at certain times during the year.  If we are aware of any changes before your departure we will let you know, however we cannot be held liable or responsible for circumstances out of our control. We do not own the accommodation and cannot control or prevent changes.
Televisions are provided in each property with English speaking channels.  We cannot guarantee which channels will be showing at any given time.  Occasionally the television may lose channels or a signal may be unavailable.
If Wifi is provided, we cannot guarantee the reliability of the Wifi. Please do not reboot/reset the router as this will lose the settings.  If the Wifi is down (red lights on router) please be patient as it will be a problem on the complex or with the internet provider and they will aim to fix it as soon as possible.  The management will not be able to help with the Wifi, so please do not call them with any problems.

As with any well maintained complex works may be carried out at anytime in the year ~ both building and general maintenance.  Any such works are normally carried out during normal working hours and when the complex is less busy.  We will do our best to inform all our customers of any pending disruptions to normal complex life.

In this respect Smarthols act only as booking agents, we have no responsibility whatsoever for any aspects of the accommodation and in particular have no liability for any loss, personal injury or death however incurred.
In the event of you having any cause for complaint during your holiday you must immediately inform the apartment management (details are in your apartment and in the information sent to you before you go on holiday) and give them a chance to remedy matters. If the matter is not resolved you must email info@smarthols.com giving full details so that we receive this no later than 28 days after your return date, failing which we will have no liability to you.
Our website www.smarthols.com is where people can view the apartments we offer to rent and obtain information on these.
The content of this site is intended for information only and although every effort is made to ensure the details are accurate Smarthols are not liable for any loss caused by errors or omissions in the content of this site.
All bookings made with Smarthols are subject to our conditions of booking. We may revise these terms and conditions, you will be informed by email of any changes within 7 days.

We, Smarthols, confirm that we only use the information that you give us to provide you with the service you have requested and for billing purposes.  The data provided will be retained while the business relationship is maintained or for as many years as required to comply with the legal obligations.  The data will not be transferred to third parties except in cases where there is a legal obligation.  You have the right to obtain confirmation on the way we are treating your personal data.  You have the right to access your personal data, rectify inaccurate data or request deletion when data is no longer needed.

To contact us about your data, please email us at info@smarthols.com
Alternatively, you can contact us by telephone on 07875 042727 or 01706 829890.  Where you give us permission we will retain your information to offer you products and services in the future.