Sun Park Hotel & Residences

Key Policies

KEY POLICIES

Amendments Policy

All bookings may be amended/rescheduled, however are strictly non-transferable and non-refundable.

Reschedules and amendments must be communicated to us in writing. No Shows and Early Departures, with or without notice, are non-refundable, those choosing to not come or leave early are not entitled to any refunds and are obliged to honour full payment of their entire booking commitment as originally booked, which includes the loss of their deposit.

Notifications of under 90 days before arrival or made at any time after arrival regarding reduction of stay attract 100% charge of full invoice.

Notifications of under 90 days before arrival or made at any time after arrival regarding extension of stay will be strictly subject to availability and no guarantees will be offered to enjoy the same rate and/or remain in the same apartment throughout.

Notifications made more than 91 days before arrival may be rescheduled, without cost, to another date, and subject to availability, within 12 months from the original arrival date. (Bookings must be made and taken within that period and amendments towards the same booking can not be requested more than twice.)

Antisocial Behaviour

Anti-social behaviour is absolutely prohibited, it automatically terminates the stay and offers no rights to refunds of any kind, nor repeat returns to the complex.

  Employment

Full and/or Part-Time employed guests who are not in retirement are not eligible to stay.

Eligibility

Sun Park Living is a Retirement Community in the sun, it is not a holiday complex, nor a care home for non-independent over 50s, but a true Home from Home within a holiday environment.

Included in Rate

Accommodation, water, electricity, arrival housekeeping service and wear and tear maintenance of apartments.

  Internet

Complimentary basic WiFi is available in common areas, provided by the residents community, independent of the accommodation provider.

Luggage Storage

Complimentary onsite long term luggage storage is available upon request (reservation required).

  Parking

Parking outside the premises is possible, no reservation required, at user’s risk.

Payment

All bookings may be paid by Debit/Credit Card. Both card payments attract card fees.

All bookings must be settled in full upon booking submission.

Bookings of more than 52 weeks require 2 months deposit and may be settled in instalments, subject to full payment acceptance, personal credit checks, good financial standing, and full payment guarantees.

Pets

Pets are not allowed without prior written consent from the community and the applicable additional fees charged extra to the original booking.

Rates

All rates are based on self-service and self-catering basis.

Satellite TV

Complimentary basic TV sets are available in the apartment. Flat TV sets may be rented from the community shop for an additional fee, and are subject to availability.

Complimentary basic British and German Satellite TV is available in all apartments and common areas, provided by the residents community, independent of the accommodation provider

  Security Deposit

All stays are subject to a Security Deposit. The security deposit is used to protect the apartments against any breakages, losses, damage, additional housekeeping, excessive and/or careless consumption of water and/or electricity, unexpected departures, unauthorised late departures, anti-social behaviour and any other charges liable to you. The cost of the Security Deposit will be deposited in cash or debit/credit card upon arrival to the complex, and held until your departure date, in which time the full amount will be released without cost to you or charged in full if your apartment shows evidence of any breakages, loss, damage, additional housekeeping, excessive and/or careless consumption of water and/or electricity, unexpected departures, unauthorised late departure, anti-social behaviour and any other charges liable to you, in which case we will include the full amount on your final invoice. In the event of substantial damage/abuse to the apartment, you will have to leave and find alternative accommodation at your own cost. Should the Security Deposit prove inadequate to fully cover any costs that arise, then we reserve the right to invoice you for immediate payment.

Services

Apartments are serviced on arrival and include a free basic set of bed linen, towels, hangers and kitchen crockery, cutlery, cookware and utensils.

Additional basic sets may be rented directly from the community shop for a small fee, alternatively, they may be purchased locally or brought from home along with additional personal items.

Daily housekeeping and/or maintenance services are available for an additional hourly fee and may be booked online.

Sun Rockers Community

All activities and entertainment held onsite are completely independent from the accommodation provider and are self organised and managed by the residents community, for which the accommodation provider does not and cannot take any responsibility whatsoever.

Unfit, Dependent or Inactive Guests

Guests who are not active, independent or are unfit for their age, and do require 24/7 care assistance, are not eligible to stay, with or without carer.

Under 50s

Guests under 50 years of age are not eligible to stay.

BOOKING TERMS AND CONDITIONS

These Booking Terms and Conditions will form the basis of your agreement with Sun Park Living (“we” or “us”).  In these Booking Terms and Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. These Booking Terms and Conditions apply to self service and self catering accommodation services only which you book with us and which we agree to make, provide or perform as applicable as part of our agreement with you. Sun Park Living is a trading name of the licensed hotel called Sun Park, making Sun Park Living the licensor of your accommodation, and “you” the licensee entitled to such accommodation as per your placed order. Your booking order is not a rental agreement nor a contract of any kind but a license to stay for as long as you have paid for, for the booking period you have placed and for as long as you are allowed by us to stay, subject to acceptable behaviour from you and your companion´s towards our staff, our complex, our concept and ethos, and other guests, as well as full payment of your stay. Please read them carefully as they set out our respective rights and obligations. Our obligations to you are set out below, and will apply only to all booking fees. In these Booking Terms and Conditions, “force majeure” means any event which we could not, even with all due care, foresee or avoid. Such events may include, but are not limited to, war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, local basic water and electricity supplies, and all similar events outside our control. Except where otherwise expressly stated in these Booking Terms and Conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our agreement with you is prevented or affected by, or you otherwise suffer any damage or loss as a result of force majeure.

  1. Booking Procedure

All self service and self catering apartments in this property can be booked simply by completing and submitting the above secure online booking form. As well as your exact booking requirements, you’ll need to supply your companion´s full details. This is essential for the booking to be made. The apartment provider requires that the lead guest (and companion) staying at the apartments are aged at least 50+ and semi or fully retired. Full or part time employed over 50s are not eligible to book, nor are eligible to stay any companion that is not booked or registered in the original booking request submitted to us.

  1. Bookings by you

By making a booking, the lead person on the booking, on his/her own behalf and on behalf of the second person detailed on the booking, if any, agrees that:

  1. He/she has read these Booking Terms and Conditions and has the authority to and does agree to be bound by them;
  2. He/she consents to our use of information in accordance with our Privacy Policy;
  3. He/she is over 50 years of age and is placing an order for services with age restriction of 50+;
  4. Should He/she wish to place an order on Double Occupancy basis, the second party must be also over 50 years of age.

Please note there is a strict protocol to follow, applicable to everyone, when making a reservation. We would require a notice period to ensure there is availability and that we can indeed accommodate you.

Bookings are guaranteed by us for exactly the same cost and period of time that bookings have been made/booked and paid for by you. Partially paid bookings are not guaranteed bookings, and therefore accommodation will only be guaranteed strictly for and up to the period that such booking has been paid for, as indicated in our booking terms and conditions. Unpaid booking requests are not guaranteed bookings, just requests, only bookings that have been accepted by us and are paid for upfront and in full, are considered confirmed booking to us.

Bookings may be extended at any given time, subject to availability and  upfront payment. Bookings that are made for a long period but not paid in full, are only guaranteed up to the period they are paid for. Rates applicable to extended bookings will be those available at the time of the extension request, and under no circumstances will an expired offer or rate be applicable to an extended booking.

Return guests who wish to make a new booking or extend their existing booking, may only be able to do so subject to having paid in full previous and/or existing booking. New booking and extensions cannot be accepted until outstanding balances are still due from existing bookings.

To make a booking, you must select your desired option and complete all applicable fields in the “book now” page on our website. To confirm your reservation, you must fill in all booking fields. Payment can be made by Credit/Debit Card, as stated on this Booking Terms and Conditions document.

Please note you may settle your invoice in full in either Sterling Pounds or its equivalent in any other currency.

Shortly after you submit the secure instant online booking, you will be taken to a confirmation screen with a summary of your booking, including your booking reference number, the apartment’s payment terms and conditions, check-in/check-out procedures and invoice. You will then receive a PENDING notification email from us, regarding your booking request. And once we have reviewed all your details and are able to accept your booking request, we will do so, in writing, to the email address you add to your booking details, by sending you a final invoice along with payment details, stating that your booking has been accepted and confirmed. Should your request not be accepted, your pending confirmation will be revoked and any payment made returned to you.

You may opt to add a range of extras to your booking for an additional fee, which includes: preference view, extras, pets and gift vouchers. You may also opt out and not select any extras.

All products on www.SunParkLiving.com are not an offer by us but an invitation for you to make an offer to us. You make an offer when you submit your booking application online and we will send you a booking receipt. We are able to accept or reject any such offers. If we are unable to accept your booking or there is any reason why we are unable to process your booking we will confirm this to you immediately in writing to ensure you can make alternative arrangements. If we do accept your offer we will not issue a final confirmation invoice. A binding agreement will only come into existence between you and us when we issue and dispatch a revised final confirmation invoice to the party leader, and not a automated pending one. Until then we shall be under no liability to you whatsoever. Please note we do not accept liability for any arrangement not confirmed on our invoice.

These Booking Terms and Conditions and any agreement to which they apply are governed in all respects by Spanish law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of Las Palmas de Gran Canaria only.

  1. Rates

Sun Park Living offers three Official Seasonal Holiday Rates approved by the Tourism Board of Las Palmas de Gran Canaria, and one Retirement HolidayLiving fixed Rental Rate, based on Sun Park Living’s unique ‘community self-service and self-catering’ concept.

The Official Seasonal Holiday Rates are: 120€ per apartment per night during high season, 90€ per apartment per night during medium season and 68€ per apartment per night during low season. The seasons in the Canary Islands are as follows: High Season starts on the 01st of November and ends on the 30th of April, and starts again on the 01st of August ending on the 01st of September; Medium Season starts on the 01st of July ending on the 01st of August, and starts again on the 01st of September and ends on the 31st of October; lastly, Low Season starts on the 01st of May and ends on the 30th of June.  All rate increases, as published by the Tourism Board of Las Palmas de Gran Canaria, may occur year on year, in line with the yearly Consumer Price Index.

The Retirement HolidayLiving  fixed Rental Rate of 199GBP per apartment per week is as advertised in our bookings page, and includes:

  1. Twin bedroom standard accommodation:
    1. Fixed year round Rental Rate, per apartment, subject to availability and a minimum stay of one week.
    2. Rental Rates are based on self service and self catering, extras are excluded.
    3. Housekeeping, laundry, maintenance and nurse/doctors services may be booked separately.
    4. Max occupancy of 2 adults aged 50+, second person goes free.
    5. Complimentary pack included, consisting of fully furnished apartment, basic utilities and community participation (community lead activities and entertainment).
    6. Option to upgrade to a Deluxe apartment for an additional cost, selected from the Preference View.
    7. Advanced Bookings is compulsory. Offer to book any Retirement HolidayLiving™  fixed Rental Rate stay during and/or beyond current year ends 31st December 2016, or sooner, subject to availability being sold out before then. (terms and conditions apply).

Apartment, location and level preferences are strictly allocated, for an additional fee, on the day of arrival, on a first come first served basis, subject to availability.

All bookings must be settled in full upon booking submission, by Debit/Credit Card. Please note all card payments attract card fees.

Bookings are strictly non-transferable and non-refundable.

Bookings are flexible and may be amended without any additional cost, provided sufficient notice period of 91 days prior to arrival is given as indicated in the booking terms and conditions.

All apartments are subject to an additional compulsory fee towards departure cleaning fees and a breakages fee.

Booking costs are subject to yearly consumer price index increases.

Applicable Retirement HolidayLiving  fixed Rental Rate, may become available and applicable on a first come first served booking basis, on a LIMITED number basis only, subject to timely advanced bookings, availability, upfront payment and suitability, until the full limited number of available units are booked out, and until the offer ends (Offer to book any stay during and/or beyond current year ends 31st December 2016) includes:

“Tasters” – Short to Mid Term Stays bookings for over 50s only: minimum stay of 1 week required. Offer to book any Retirement HolidayLiving™  fixed Rental Rate stay during and/or beyond current year ends 31st December 2016, or sooner, subject to availability being sold out before then.

“Gap Year” – Long Term Stays bookings for over 50s only: minimum stay of 52 consecutive weeks booked 12 weeks in advance required, subject to a previous satisfactory taster stay and suitability. Offer to book any Retirement HolidayLiving™  fixed Rental Rate stay during and/or beyond current year ends 31st December 2016, or sooner, subject to availability being sold out before then.

“Usehold” also referred to as “499ForLife” – Long Term Stays bookings for over 50s only: minimum stay of 156 consecutive weeks booked 12 weeks in advance required, subject to a previous satisfactory taster stay and suitability. Offer to book any Retirement HolidayLiving™  fixed Rental Rate stay during and/or beyond current year ends 31st December 2016, or sooner, subject to availability being sold out before then. (For more information on this offer please read on below.)

Applicable Retirement HolidayLiving  fixed Rental Rate may become available and applicable on a first come first served booking basis, and until the full limited availability is booked out. Retirement HolidayLiving™  fixed Rental Rate stays are subject to yearly increases. Booking and paying upfront ahead in advance is the only way to secure tomorrow’s stay at today’s rate.

Should a seasonal discounts become available at any specific time, this will be published internatlly amongst all registered clients via our newsletter, and offered on a first come first basis for the published specific period only and for limited numbers, all subject to the guidelines published at the time of the offer being released. We reserve the right to automatically remove such offers without notice once available numbers have been sold out.

VERY IMPORTANT NOTICE: Please note all Applicable Retirement HolidayLiving  fixed Rental Rate are limited. Once any of them is booked up then such rate becomes unavailable and fully booked. We strongly advise everyone to bear this in mind and book well in advance whilst the rate is available during the dates required. Equally, we strongly advise everyone NOT to make any assumptions and NOT to expect a Retirement HolidayLiving™  fixed Rental Rate stay to be guaranteed when booking at a last minute or booking without checking availability, as once the spaces are booked up there is nothing we can do but offer you alternative dates.

Retirement HolidayLiving  fixed Rental Rate bookings are strictly non-transferable and non-refundable, are subject to these bookings terms and conditions, and existing bookings cannot be transferred to any Retirement HolidayLiving™  fixed Rental Rate stay bookings.

Availability on a first come first served booking basis, and until the full limited availability is booked out.

Early departures, with or without notice, are considered a breach and are therefore not entitled to any refund nor any credit towards a future stay, and that includes the deposit, which is automatically lost.

All stays are subject to a Security Deposit. The security deposit is used to protect the apartments against any breakages, losses, damage, additional housekeeping, excessive and/or careless consumption of water and/or electricity, unexpected departures, unauthorised late departures, anti-social behaviour and any other charges liable to you. The cost of the Security Deposit will be deposited in cash or debit/credit card upon arrival to the complex, and held until your departure date, in which time the full amount will be released without cost to you or charged in full if your apartment shows evidence of any breakages, loss, damage, additional housekeeping, excessive and/or careless consumption of water and/or electricity, unexpected departures, unauthorised late departure, anti-social behaviour and any other charges liable to you, in which case we will include the full amount on your final invoice. In the event of substantial damage/abuse to the apartment, you will have to leave and find alternative accommodation at your own cost. Should the Security Deposit prove inadequate to fully cover any costs that arise, then we reserve the right to invoice you for immediate payment.

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USEHOLD – 499ForLife

Thinking of renting for a long term? You may want to consider our USEHOLD also referred to as 499ForLife.
You may even be able to get today’s rate fixed for the next 3 to 10 years!

Want to find out how? Read on:
Have you ever worried about price increases on rentals and utility bills? Have you ever wanted to be part of a community of like minded people where you can be yourself, make new friends, and enjoy everything life has to offer? Have you ever dreamed of spending extended stays in a safe and friendly place & sunny climate, with great food and European culture, not too far away from home?
If you have already stayed with us for at least 12 weeks, enjoyed it enough to come back indefinitely, and want to secure a rental with a long term fixed rate, free from increases and surprises, why not opt in our exclusive USEHOLD offer.

Book your rented accommodation from a minimum of 3 to a maximum of 10 consecutive years, at the Sun Rocker’s fixed rate per standard twin-bed bedroom apartment per 4 weeks stay, for the entire period booked. That’s right, you can SECURE the USEHOLD rate for the entire period, free from yearly consumer price index increases.
All bookings must be paid in full and upfront by Direct Debit upon booking date. Payment goes into a protected trustee-operated UK account, with full certified guarantees.
Those who are not able to guarantee full upfront payment for the entire period may book shorter stays such as GAP YEARS, which are subject to consumer price index yearly increases.

USEHOLD bookings are subject to a fixed minimum stay of 1,095 days. You may choose to book as much as 3,650 days upfront, to secure the next 10 years, or as little as 1,095 days to secure the next 3 years only, or anything in between. You do not have to be onsite all the time if you do not wish to, however, you can have access to your apartment any time within the period booked, and you may be able to have friends and family members staying when you are not, subject to them being aged 50+ and respectful of as well as adhere to our concept and ethos, as well as our team being notified well in advance. Please note the accommodation cannot be sublet nor transferred to a third party, this is a breach and subjects entertaining such practice will suffer the immediate termination of their accommodation and the full loss of their paid funds.

Those choosing to book a rental accommodation for 1 year only or 1 year at a time, year after year, may be able to book a GAP YEAR Instead, which is subject to yearly increases. Those choosing this option may renew their booking yearly as they see fit, upon expiration of the first booking period, subject to availability and the applicable changes in price available at the time of booking.
Having rented an apartment for 365 days only, as opposed to 1,095 to 3,650 days or anything in between, does NOT guarantee availability or long term fixed rate for up to 10 years.
The 499GBP for life rate, or Usehold, is only for bookings of 3 to 10 years booked and paid upfront. Availability and rate guarantees will be matched exactly to your level of commitment leaving no room to assumptions on any uncommitted requests. Everyone is advised to book exactly what is needed, and as much in advance as possibly able, as we will not be able to guarantee availability and rate to non-committed bookings. Bookings rolling year on year are not considered Useholds, but repeat bookings. Only bookings paid in full upfront for the entire duration of 3-10 years are Useholds.

The only way to GUARANTEE availability for the next 3  to 10 years and the long term fixed rate offered under this option, is by booking the entire period of 3 to 10 years and settle your bill upfront and in full by Direct Debit, as detailed above.
Those wishing to book 3 to 10 years, yet who are not able to settle in full upfront, may be eligible to apply for Sun Rockers financial help, subject to credit approval and full guarantees, to cover the entire or part of the total cost of the reservation made, chargeable at a fixed interest rate, payable by Direct Debit in instalments of the going rate plus interests, on a 4 weekly basis, until full repayment is made within the 3 to 10 year period booked. Payment starts on the date the reservation is made, not on the arrival date. For more details please contact accounts department.

USEHOLD offer is exclusive for Sun Rockers, community members who, with their unconditional support, actions and personal contribution, wish to add tremendous value to the Sun Rockers Community, and who´ve already stayed with us at least for 12 consecutive weeks and are community minded and hearted, responsible, respectable, friendly and socially open and inclusive.
Usehold bookings are subject to the same terms and conditions applicable to the Sun Rockers Community Living bookings, including annual departure cleaning fee and deposit to ensure compliance with complex policies.

Early departures, with or without notice, are considered a breach and are therefore not entitled to any refund nor any credit towards a future stay, and that includes the deposit, which is automatically lost; that includes those choosing to leave early, as well as those managed out due to their own behaviour.

USEHOLD offer is valid per apartment, 2nd person goes free (only applicable when mentioned in the booking form, aged 50+ and respectful and adherent to the ethos of the Community).
Arrival and departure dates are flexible and may be amended, subject to availability, provided a 91 days or more notice period is given as indicated in the booking terms and conditions.

USEHOLDs may be transferable, subject to strict terms and conditions (justified physical/mental impossibility to travel, death , written conditional authorisation from management and trustee operator on new bearer’s suitability and compliance with ethoes, community and complex, in which case a new invoice would be created for the new bearer, transferring all applicable rights from previous booking). However, please note bookings are indivisible and non refundable.

All USEHOLD stays are subject to a Security Deposit equal to the total of 4weeks stay rateThe security deposit is used to protect the apartments against any breakages, losses, damage, additional housekeeping, excessive and/or careless consumption of water and/or electricity, unexpected departures, unauthorised late departures, anti-social behaviour and any other charges liable to you. The cost of the Security Deposit will be deposited in cash or debit/credit card upon arrival to the complex, and held until your departure date, in which time the full amount will be released without cost to you or charged in full if your apartment shows evidence of any breakages, loss, damage, additional housekeeping, excessive and/or careless consumption of water and/or electricity, unexpected departures, unauthorised late departure, anti-social behaviour and any other charges liable to you, in which case we will include the full amount on your final invoice. In the event of substantial damage/abuse to the apartment, you will have to leave and find alternative accommodation at your own cost. Should the Security Deposit prove inadequate to fully cover any costs that arise, then we reserve the right to invoice you for immediate payment.

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Sun Park Living offers comfortable fully furnished spacious one bedroom apartments, with bathroom, open plan kitchen-diner, living room and terrace or balcony overlooking the beautiful gardens and pools. Apartments are found in the ground or first floor of the resort, enclosed within beautiful surroundings.

Rates include: basic consumption of utility bills, the upkeep of all the common areas, structural maintenance of apartments, council tax and our complimentary package, consisting of: safe deposit box, basic satellite tv channels, parking space, basic Wi Fi internet in main lobby and terrace, short and long term suitcase storage, and Sun Rockers’ community participation.

Services: complimentary basic bed linen, towels, and kitchen crockery, cutlery, cookware and utensils are provided on arrival; additional sets may be rented directly from the community shop for a small fee. Equally, standard housekeeping and/or redecoration and wear and tear maintenance services are charged at an extra cost, and such services may be booked online.

Additional services are available upon request for a small fee, please see below.

Extra costs you may choose to add to your stay may include: Satellite International British and German TV channels, In-Room WiFi internet, offsite laundry/dry cleaning services, onsite launderette services, daily/weekly/monthly maid services, fresh linen and towels service.​

Rate increases may occur year on year, in line with the yearly Consumer Price Index.

All rates are per non-smoking standard apartment, extras excluded. All apartments are subject to an additional compulsory fee towards departure cleaning fees and a refundable breakages deposit.

When you make a reservation through our online system, the rates that you see on your search results at the time you make the booking are the rates we will apply and confirm to you. If there are any unforeseen changes or problems with your reservation, we will automatically contact you first for your approval/instructions, before accepting a reservation and/or amends for you. We reserve the right to alter the prices, terms and conditions of the stays shown on our website.

Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking. The current total price of your reservation will be detailed on completion of the booking confirmation page. Should you make a mistake regarding dates, you must refer to our section ‘Amendments/reschedules by you’ as outlined in point 7 of this Booking Terms and Conditions policy. All prices in this website have been calculated at costs known as of 1st January 2013. We reserve the right to alter the prices, terms and conditions of the stays shown on our website.

3.1. Roll Over Days

Should you book any length of stay with us, and, due to justified unforeseen circumstances, such us sudden accidents, ill health or death in the family, you communicate to us in writing with the relevant documentation, that you have to either postpone your visit or cut your stay short and leave early, you may be offered a discretionary goodwill option to recuperate those days by rolling them over to your next stay, to be taken within 12 months of your initial arrival date, subject to our written agreement prior to your arrival if you are postponing, or departure if leaving early, and only provided you book an additional 4 weeks stay to add on top of your rolled over days. Please note all new bookings are subject to availability and the applicable rate available at the time of booking. Please note old offers are not transferable and therefore cannot be rolled over to a future stay.

Should you not wish to book another 4 weeks stay to add your Roll Over Credit to, you will lose your entire unused days, without exemption. All Roll Over Credit must be utilised in the next booking, in addition to the new days booked. It is not acceptable to purposely choose to abandon your booking early, or temporarily during your stay, with the sole intention to roll over credit to a future date. Alternatively, should you not wish to book another stay, you may opt in to donate your Roll Over Credit to our Sponsored Stay Programme for those financially constrained yet deserving.

This is a one-off offer made by Sun Park Living, and it is absolutely not an obligation on Sun Park Living’s part. Guests must make every attempt to utilise their full stay as intended and booked in their original booking form. Requests to postpone and leave early must be communicated to us in writing and within the guidelines specified in this policy as detailed in point 7. Amendments/reschedules by you, of this booking terms and conditions policy. Failure to comply will result in your request not being accepted.

  1. Check in and Check out times

Check in time is from 14:00hrs onwards. Check out time is 10:00hrs. Late departures, subject to availability, can be arranged upon request at an extra fee for late departures between 10.00hrs to 17.00hrs; late departures beyond 5pm would register as a new day, charged at the going daily rate, please check with the Reservations department first.

  1. Payment

Sun Park Living operates as a no admin fees service. All rates are per apartment (not per person), and inclusive of taxes and service wherever applicable. All bookings must be settled in full by Card only.

Usehold bookings must be paid by both Card and GoCardless as follows: a portion to secure the booking by Card, and the remainder by GoCardless Direct Debit. Please ensure GoCardless Direct Debit is topped up and available for payment always, as if not, full payment will automatically default to your Card. Declined payments on either Card or GoCardless Direct Debit results automatically in declined charges and late payment charges added to your full booking balance.

The full balance of your stay (including any additional extra days and/or late departure), must be paid in full in Sterling Pounds or its equivalence in Euros or any other currency. Non payment will result in no booking made by you and therefore no guarantee of space for your chosen accommodation. This applies to any subsequent booking extensions and additional extra nights and late departure you may purchase after your arrival, and in addition to your original booking request.

Sun Park Living will not be liable nor responsible for any refund claim regarding any currency exchange charges that your bank supplier may apply to you nor for any exchange rate fluctuation. All apartments have strict booking conditions relating to how you pay for your booking. You can see these details on your invoice.

Sun Park Living will not be liable nor responsible for any excess payment claim, nor will Sun Park Living be obliged to action any refunds for outstanding credits in the guest’s favour; Sun Park Living will, however, only credit any excess payment amount towards a future 4 weeks stay, to be taken within 12 months from the original check-in date of the booking request towards which the excess payment was made, for the amount that equates the excess payment made. Bookings taken after 12 months from the original check-in date of the booking request towards which the excess payment was made will not be credited and the credit note will be lost, even when it is only one day late. Alternatively, you may opt in to donate your excess payment to our Sponsored Stay Programme for those financially constrained yet deserving. Should you not wish to book another 4 weeks stay to add your credit note to, you will lose the excess payment made.

  1. Cancellations by you, No Shows and Refunds

Only official seasonal bookings may be cancelled at any time, subject to the same terms and conditions affecting amendments and reschedules, as detailed in point 7. Amendments/reschedules by you, of this booking terms and conditions policy.

Retirement HolidayLiving™ promotional bookings, however, are absolutely non-refundable and non-transferable (with the exception of the USEHOLD which may be transferable as indicated in point 3.), however they may all be rescheduled, subject to strict guidelines, as indicated in point ‘7. Amendments/reschedules by you’ of this policy.

No Shows are subject to a charge liable to you, equal to the total cost of the entire stay booked. Retirement HolidayLiving™  fixed Rental Rate stay bookings will automatically revert to the seasonal rates approved by the Tourism Board of Las Palmas de Gran Canaria, as indicated in point ‘3. Rates’ of this policy and the total cost invoiced to you.

Only reschedules of confirmed bookings to a later date are permitted and acceptable, subject to availability, within and up to the following 24 months of your original booking date. For further information, please refer to our “Amendments by you” section, in point 7 of this policy.

Should you fail to arrive at the apartment on your intended date of arrival without prior rescheduling your booking, we and the provider have no liability to you with regards to making a refund or offering any compensation. The accommodation provider will not be responsible for finding appropriate alternative accommodation of a similar standard, and shall not cover any costs incurred as a result of finding and transporting you to any other accommodation, or having to reschedule your return flight(s) ticket(s) home.

Early departures, with or without notice, are not accepted and those choosing to leave early are obliged to honour their booking commitment and complete full payment as per originally booked, as all bookings are legally binding and enforceable in the courts.

  1. Amendments/reschedules by you

Arrival and departure dates are flexible and may be amended, subject to availability, changes in rates where applicable (when booking offers that have already expired, etc), and provided a 91 days or more notice period is given as indicated below. All bookings are strictly non-refundable. And early departures, with or without notice, are not accepted and those choosing to leave early are obliged to honour their booking commitment and complete full payment as per originally booked, as all bookings are legally binding and enforceable in the courts.

Regardless of the period of notice given to us, name, middle name, surname, passport number and date of birth must be the same on the party arrival as the ones included in the booking form. Upon arrival to the resort, should any of these details differ from the booking form, the original reservation will be treated as a no show, attracting the full 100% charge and loss of full payment of the original booking, and the party arrival will be considered a last minute booking,  subject to the full price required for such booking. If, after Sun Park Living has dispatched written final confirmation of your booking, you or a member of your party needs to reschedule your confirmed arrangements, the party leader must immediately advise us in writing by recorded delivery, registered post, or e-mail. Your notice of booking reschedule will take effect when it is received at our offices. Provided your reschedule request is submitted 91 or more days ahead of your arrival date, Sun Park Living will do its best to accommodate your wishes, subject to availability, within the following 12 months of your original booking date, at no extra cost to you. If, however, your reschedule request is submitted within 90 days or less prior to your arrival date in the resort, as we incur costs from the time we confirm your booking, we will levy the following rescheduling charges:

91 or more days rescheduling notice, prior to arrival date: no charge

90-1 days rescheduling notice, prior to arrival date: 100% charge of full invoice

Last minute notification, before, during or after arrival about reduction of stay: 100% charge of full invoice.

Last minute notification, before, during or after arrival about extension of stay will be subject to the current daily rate available at the time of extending for the additional nights required, original Retirement HolidayLiving™  fixed Rental Rate stay  or discount will not be applicable on extensions or amends.

Rescheduling charges are based on the total booking costs to us. Insurance premiums, welcome packs and amendment/rescheduling charges are always non-refundable.

  1. Extensions to your booking

Apartments are reserved on first come first served basis, should you wish to extend your stay once you are already a guest at Sun Park Living you must let us know immediately, proceed with making a new booking online, request the apartment you are in and secure it immediately to ensure you can keep the same apartment you were allocated upon arrival. Failure to do so will result in, subject to availability, having to move to a different apartment within the complex and/or changes to the rate if the one originally booked is no longer available for the period intended to extend the stay to. By extending your booking you are not automatically entitled to special offers and/or rates applicable to longer stays than yours, nor to discounts of any kind, unless your new booking meets all the criteria required to benefit from any special offer and/or rates entitlement. Sun Park Living is under no obligation to reserve any apartments for our guests, however, and subject to availability, will endeavour to allocate the desired apartment upon arrival.

  1. Apartment occupancy

Apartment stays are based on single or double occupancy alone, and no more than 2 adults aged 50+ per apartment are permitted at any one time during the entire period of the booking request made. Both names of the parties staying at the apartment during the apartment stay period must be given to Sun Park Living before arrival, and those names must match those included on the final confirmation invoice.

Sharing accommodation is only possible when the second guest is mentioned on this form and he/she complies with the age and retirement status required. It is not permitted for one or more adults to share a Single Occupancy Booking, on and off, at different stages of the booked period, whether sharing at the same time or taking over from each other to enjoy each a portion of the entire period booked, nor are Single Occupancy guests permitted to bring friends or family to stay overnight with them, on and off, as they see fit. Those wishing to share with ONE other adult throughout their stay must state so here. Each booking is limited to one single sharer per booking. Those wishing to share with more than one adult at different times of their accommodation period must book separately a new booking for them. Unannounced arrivals of parties not mentioned on your booking will not be allowed entry. Failure to comply with any of the above will result in both parties being automatically removed from the premises and the ‘No Shows’ policy being applied to them.

Furthermore, the Community Representative must be informed of any visitors coming to see you during authorised hours (from 10am to 7pm). Should additional people stay at the apartment overnight you will be asked to leave immediately, incurring in the ‘No Shows’ charges, loss of any deposit made, and you will have to pay additional charges that will be added to your bill.

The number of people staying at the apartment must never exceed the maximum number of 2 adults aged 50+, as shown in our website. Sun Park Living will ask any person to leave the apartment in a case of non compliance. Sub-letting, sharing, assignment or reselling of your booking is not permitted. Additionally should any activity or large gathering of people other than those noted on our invoice take place (e.g. party, wedding reception) we must be informed about it at the time of booking or through our Community Representative in resort beforehand. You may be charged an extra cost for cleaning/maid service and a further non-refundable security deposit may apply. Our apartments are let for long stay purposes only and commercial activities may only be carried out with our prior knowledge and or written approval on our invoice.

  1. Visitors

Friends and family, of 50 years of age and above, are always welcome and encouraged to visit our guests at the resort between the hours of 10am and 7pm. Under no circumstances are visitors allowed to share accommodation with an existing resident or guest without prior notice, booking and/or written authorisation from the onsite management. Overnight stays of visitors in the same apartment of our guests are extrictly prohibited. Guests wishing to have their visitors staying in the complex may book separately a week or more for their friends and family visits, (for a maximum 2 adults age 50+ per apartment). To book simply fill in the referral fields in your booking located in the “book now” page in the website. Additionally, please note all clauses mentioned in points 1 to 5 of this Booking Terms and Conditions policy apply equally to the referral bookings. 50+ friends and family must book their booking separately without using the referral option.

  1. Housekeeping services

Housekeeping services are not included in any Retirement HolidayLivingpromotional booking prices, as these are self service and self catering promotional rates. However, housekeeping services can be arranged in advance upon request at the front desk, at an additional fee of 35GBP. A compulsory cleaning fee of 35GBP will be added to your booking, to ensure apartments are returned by you in full condition upon your departure. By booking an apartment with us you are immediately legally bound to have a duty of care towards your apartment. You are fully responsible to maintain your apartment and its immediate entrance and terrace clean and tidy at all times, and you are required upon departure to leave your apartment in proper condition and order, as you found it upon your arrival. Failure to comply will result in your security deposit being used to cover the excess costs, for which we will invoice you and send you an updated detail. Housekeeping services are included in all official seasonal rate bookings.

  1. Community living

Sun Park Living´s Retirement HolidayLiving™ offering has been specifically set up to allow us to build a vibrant active community of like minded individuals led entirely by all Sun Park Living guests and Sun Park’s representatives. It is our intention that Sun Park Living´s fit and active 50+ community will organically grow within our premises as much as our guests and members so wish to, impacting positively on the structure, set up and offering of the site´s commercial units into the community desired facilities, activities and services. Sun Park Living is under no obligation to organise, arrange or set up any of the facilities, activities and services required by the community. Sun Park Living will remain at all times the sole facilitator to ensure all commercial units are used to the desires of the community members and guests living within the resort. Should you require or wish to make a suggestion as to include different facilities, services and/or activities please speak to the Community Representative. Sun Park Living has envisioned the resort will enjoy numerous and varied in-house facilities, upon request services and upon demand activities such as: cafe, night bar, pool bar, deli, mini market, launderette, university of the third age, girl guides, outdoor gym, arts atelier; launderette, fresh towels and linen, laundry pick up and drop off, dry cleaning, in-house doctor surgery, housekeeping and shopping assistant; and swimming, dancing, singing, acting, Spanish lessons, painting, writing, exercising, meditation, yoga, rumbling, touring, fishing, gardening, learning and many more activities. As Sun Park Living  develops and continues facilitating and supporting the Community efforts, should any of these facilities, services and/or activities not be available at the time of your arrival please speak to the community representatives, who will be able to inform you about all the developments concerning these. Please remember all facilities, services and activities are exclusively community led and Sun Park Living cannot be held liable nor responsible should any of these facilities, services and/or activities not be in full operation upon your arrival or during your stay.

  1. Community Membership

Memberships may be obtained by invitation only. Strictly visitors who have attended Social Fridays, have spoken to members of the community, discussed details with the resort´s Managers, have viewed an apartment and the complex in full, and have stayed for either a week or more may be eligible to apply. Membership is valid for up to 2 people sharing the same accommodation. Membership is indivisible, non transferable and non refundable. Can not to be used individually per person. Only membership holders may use their unique membership number to make reservations. Friends and family members are not eligible to use your membership in order to make a booking for themselves or others, unless their name is specifically mentioned in the membership registration.

Yearly membership will entitle you (and your partner), as per your membership details, to enjoy both the Sun Rockers Community Living Experience, all activities and events held onsite, and the Sun Rockers year round low rate, in every booking that you make for yourself (and your partner), for the entire period of your membership. Minimum stay required is 4 weeks per stay and 12 weeks per annum. In addition to priority booking and guaranteed choice of apartment, subject to availability, bookings are subject to the same terms and conditions applicable to the Sun Rockers Community Living bookings.

Payment for both membership and accommodation bookings must be made upfront, upon submission of your membership request, via bank transfer. Rate include: the upkeep of all the common areas, maintenance of apartments, council tax, utility bills and our complimentary package, consisting of safe deposit box, satellite tv, parking space, wifi internet, suitcase storage if you are coming back and wish to leave your suitcase behind and community participation. All bookings that you make during your membership are subject to an additional fees to cover all extras requested on such booking.

We reserve the right to accept or refuse membership at our discretion for any reason. Your membership is associated with one email account and name. You may not create multiple accounts or sign up for more than one Membership. Sun Rockers Membership benefits are non-transferable and may only be used by an individual Member for that Member’s personal benefit. Member benefits cannot be combined with benefits accrued by another Member. Member benefits are all prospective from the date of membership enrolment, and will not be applied retroactively to any prior purchases. You agree that the Membership and any Member benefits related thereto do not create any property rights in favor of you.

Sun Park Living reserves the right to change or discontinue any Membership Program or Member benefits in our sole discretion at any time without notice. Sun Park Living reserves the right to refuse service and/or cancel your subscription and revoke membership access for any reason we deem appropriate with and/or without prior notification. You may not resell, share, or publish your memberships or access, directly or indirectly. Sun Park Living may terminate your Sun Rockers Membership or the Membership Program at our discretion without notice. If Sun Park Living chooses to terminate Sun Rockers Membership Program, you will continue to receive Membership benefits through the end of your current paid annual membership term. Sun Park Living’s failure to insist upon or enforce your strict compliance with these Terms will not constitute a waiver of any of Sun Park Living’s rights.

We may, at our discretion, change these terms and conditions, Sun Park Living’s terms and conditions or any aspect of the Sun Rockers Membership without notice to you. We will post material changes to such terms at our website and encourage you to check back frequently. Your continued membership after we change these terms constitutes your acceptance of the changes. If you do not agree to any changes, you must cancel your membership and cease using the Sun Rockers membership. This program is void where prohibited by law, in addition to other limitations and exclusions in Sun Park Living´s terms and conditions, in no event will Sun Park Living or its directors, officers, employees, agents or other representatives be liable for any direct, indirect, special, incidental, consequential or punitive damages, or any other damages of any kind, arising out of or related to the Sun Rockers Membership. By enrolling in the Sun Rockers Membership, you understand and agree that the cost of your membership will automatically be liable to you. You hereby authorize Sun Park Living to charge you for your membership fee. You may cancel your membership at any time. Your membership is conditional upon Sun Park Living´s receipt of payment. If payment is not received by Sun Park Living for any reason, then Sun Park Living reserves the right to immediately and without notice, either suspend or terminate your membership. You are required to pay any amounts still owed to Sun Park Living at the time your membership is suspended or terminated. Except where prescribed by law, you agree that Sun Park Living is not obligated to send you any renewal or advance billing notices or other notices indicating that payment has been received. Notwithstanding the foregoing, upon enrolment, you will receive an initial email which indicates: a) enough information regarding the membership´s terms and conditions, to enable you to verify the details, b) a reminder that you can cancel at any time, c) the means to contact Sun Park Living in the event that you wish to cancel your membership, and d) the amount you need to settle in order to earn your membership.

  1. Community Development Coordinators

Visitors and guests may be met and greeted on arrival, during their stay and/or upon departure by either any of the Community Development Co-ordinators or the Community Representatives, whose main role is to co-operate with the Sun Rockers community to meet and greet prospective new Sun Rockers, guests and visitors to the complex and show them all the potential experiences they may participate in whilst staying in Lanzarote.

The Community Development Coordinators, in conjunction with the Community Representatives, are a supporting figure to the community at large, empowering everyone and helping or facilitating Sun Rockers, guests and visitors to create and initiate new initiatives and ideas for the benefit of the entire community and its future.

The Community Development Coordinators and the Community Representatives, do not participate in the day to day running of the community nor in the accommodation operation or in any of the facilities or services provided on site.

  1. Security Deposit

All stays are subject to a Security Deposit of 150.00GBP per booking, payable on arrival. The security deposit is only used to protect the apartments against any breakages, loss, damage, additional housekeeping, excessive and/or careless consumption of water and/or electricity, unexpected unplanned departures and any other charges liable to you.

Upon arrival, you may be asked for a cash or debit/credit card deposit towards your Security Deposit totalling 150.00GBP. This amount will be deposited upfront on your debit/credit card, upon arrival, and until your departure date, in which time the full amount will be released without cost to you, or charged in full, if your apartment shows evidence of any breakages, loss, damage, additional housekeeping, excessive and/or careless consumption of water and/or electricity, unexpected unplanned departures, as details in points 6 and 7 of this policy, and any other charges liable to you. In the event of substantial damage/abuse to the apartment, you will have to leave and find alternative accommodation at your own cost. Should the Security Deposit prove inadequate to fully cover any costs that arise, then we reserve the right to invoice you for immediate payment.

Please note that, should you make a mistake, inadvertently or not, and either settle your Refundable Security Deposit in advance, by bank transfer, which is not the correct process nor the acceptable method to us, or should you make an overpayment towards your booking, ahead of or upon arrival, and then wish to transfer this deposit or overpayment towards a future booking, we will only be able to provide you with CREDIT towards the balance of your next booking equal to the amount you settled towards this particular Refundable Security Deposit or overpayment, and only for a maximum of 12 months from the arrival date of the booking towards which such payment was made.  Failure to comply with this policy will result in the loss of such deposit or overpayment.

  1. Behaviour

We reserve the right at our absolute discretion to terminate your stay within the resort if your behaviour is likely, in our opinion or that of our employees, Community Representatives or the Community Development Coordinator to cause distress, damage, annoyance or danger to the hotel, any of our guests, our employees, to any third party, or their property. If you are prevented from staying with us, we have no further responsibility for your journey or your accommodation, including any return flight. We will impose full ‘No Shows’ charges and you will not be entitled to any refunds. Furthermore, we will be under no obligation whatsoever to pay you compensation or cover any costs you may incur as a result of having to make alternative arrangements. Equally, we reserve the right to refuse any future bookings from you and are under no obligation or responsibility whatsoever to accommodate you back in the complex nor cover any costs that you may incur in as a result of having any future requests rejected.

In some circumstances, where there is a severe antisocial behaviour, it may be necessary to escort such guest/s off the premises and refuse re-entry in order to resolve the stay. The Community team will notify guest/s in writing and the Security team will inform guest/s personally to give them plenty of notice to pack and leave immediately, on the same day, and within a maximum period of 2 hours. Once notified, and sufficient time has been given to pack all belongings, the Security team will escort guest/s off the premises. In the event such guest/s choose not to pack belongings and leave immediately and on their own accord, then, based on their acceptance of these booking terms and conditions at the time of reserving their stay, which include their full permission to us to enter their apartment in such instances, the Security team will remove all their personal belongings from the premises and deposit them in storage where such guest/s may collect them at their expense.

  1. Building Works

From time to time, building work and its associated noise is unavoidable. We do not control such work, and we do not receive advance notice of when it will begin. Where we are aware of such building work, we will notify you as soon as possible if we think that said works will affect your stay. If we consider the work will have a significant effect on your stay then you will be entitled to exercise the options to postpone your stay as indicated in section 4.

  1. Special needs and requirements

Our apartments, despite being very spacious, may not be ideally suited for clients with disabilities. If you have a disability and need answers to specific questions, then you must ensure that these have been put in writing to us and that we have included these details on your final confirmation / invoice. We are unable to take any responsibility for the lack of suitable facilities without knowing your requirements. To help us help you, please ask for a copy of our check-list for disabled or less mobile clients. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, cancel when we become aware of these details, if we believe we are unable to meet your needs. Any costs resulting from ‘No Shows’ fees applied will be invoiced to you for immediate payment.

  1. Special requests

If you wish to make a special request, you must do so prior to completing the submission form in the “book now” pages or within a reasonable amount of time thereafter (this needs to be better defined – who chooses what’s reasonable?). Although we will try to arrange all your requests we cannot guarantee that all requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. Please note we accept no liability for any item/arrangement not confirmed on our invoice.

  1. Pets/Animals

The complex in its current structure is almost pet free. Guide, assistance and small companion pets (under 5kg and 60cm in size) with strictly good etiquette are usually allowed, subject to permission from the Community Representative – please contact us before you confirm any booking. Should you get permission to bring a pet under these circumstances, and the pet fails to behave in an acceptable manner, namely: any disturbance in terms of cleanliness, safety, noise and other guests comfort, at our discretion, we may give you an opportunity to immediately address this issue. However, should you not be able to resolve the situation, we reserve the right to ask you to make alternative arrangement for the care of your pet outside of Sun Park, and your pet should not be permitted re-entry to stay.

Pets allowed to stay must comply with the following code of conduct:

  1. all pets must be kept private whilst in the resort and away from general view, indoors or in the back garden of the ground floor apartments, and never in the front terrace.
  2. pets are not allowed in the first floor apartments, unless kept strictly indoors.
  3. pets are not allowed to run freely in the complex.
  4. pets are not allowed in the pool, nor in the solarium, pool gardens, reception, bar, bbq or any common areas within the resort.
  5. pets must be carried around by the owner and wear a leash at all times.
  6. pets are not allowed to leave any waste in the complex.
  7. pets’ waste must be immediately removed from the resort.
  8. pets’ noise must be avoided at any cost or kept to an absolute minimum to ensure the comfort of other guests.
  9. pet owners must book their pets in addition to their accommodation, at the cost of 50€ for every 4 week stay, plus an additional 50€ towards departure cleaning and disinfection of the apartment.
  10. pets failing to comply with the resort’s code of conduct will not be permitted entry, and those not complying will be asked to leave.
  1. No smoking policy

In the interest of public health, and in compliance with the Spanish Anti Tobacco Law (Ley Anti Tabaco 42/2010, de 30 de diciembre de 2010) published on the 2nd January 2011, the Ministry of Health prohibits the smoking of cigarettes and other tobacco products in enclosed public areas.

As a result of this and our commitment to the comfort and good health of all our guests, smoking in any enclosed area of Sun Park Living is absolutely prohibited. This includes all apartments. Furthermore, it is prohibited to smoke in the immediate vicinity of any enclosed area in order to prevent smoke from entering. This includes all apartment terraces and back garden areas.

Smoking is permitted only in the marked area on the coffee shop terrace. However, in accordance with the healthy and active lifestyle promoted by Sun Park Living, we would ask residents to consider the well-being and wishes of their neighbours at all times, and to refrain from smoking if an objection is raised. Guests failing to comply with this policy will be liable to a fine of between 601€ to 10,000€, following the aforementioned anti tobacco law, and will not be able to return to the resort. Apartments that, upon departure, show any evidence of smoke, cigarettes and other tobacco products, will be liable to an additional compulsory departure cleaning fee of 150€ towards dry cleaning and disinfection of the apartment, to be deducted directly from the guest’s booking deposit.

  1. Swimming pools

The swimming pool is an essential part of the complex for many people, but remember that, misused, it can be dangerous. It is a legal requirement for guests booking the self service and self catering Retirement HolidayLiving™ promotional stay, to attend a first aiders training session before arrival to the resort, as you are fully responsible for your own safety whilst using the pool and immediate areas. Please observe our strict no diving policy. Do not run around the pool side, especially with wet feet. Some areas may be slippery when wet. Do not go out of your depth and know your own limits. Do not swim if you cannot see the bottom of the pool. If this is the case contact the Community Representative as soon as possible. Heavy weather or thunderstorms can cause pools to turn cloudy. Cloudiness can also be caused by excess suntan oil, especially when non waterproof types are used. Please remember that it is compulsory to use the poolside shower before swimming to keep the pool clean. Fair skinned people should wear a hat and T-shirt whilst in the pool as harmful ultraviolet rays can penetrate water up to a depth of 1.5m and are reflected off the water surface. Beware of dangerous surfaces, drainage channels slippery tiles or raised edges. Always supervise non-swimmers in and around the pool area. Avoid swimming if you have been drinking alcohol, especially late at night. In the event of an accident in or around the immediate area of the pool, you must report this straight away to the Community Representative. Any fault with the pool or its equipment will be inspected and immediate action taken to correct the problem. If, in the opinion of the Community Representative, the pool must be closed for your safety until a repair is facilitated, you will be instructed to cease using the pool.  In the case of temporary swimming pool closure for whatever reason, our liability shall not exceed 1% of the apartment booking cost during the time of the swimming pool closure, from the first to the last day of the pool closure only. Between November and February the pool heating equipment may not be adequate to heat the pool to a comfortable temperature and under these circumstances, no refund will apply. Please note there is no pool heating during the months of March to October.

Chlorine is a natural bleaching agent. The more the pool is used and the warmer the weather, the more chemicals are required to keep swimming pool water safe to use. This can react with certain fabrics and dyes used on them, causing them to lighten or discolour. Many items of swimwear carry warnings to this effect and Sun Park Living does not accept any responsibility for any damage caused to client’s property, whilst complying with our contractual obligations to ensure all swimming pools remain safe to use. We would advise that certain colours of blonde hair may also develop a green tinge. This reaction is natural and does not mean the chemical balance of the water is incorrect. Please ensure you rinse your hair thoroughly in fresh water after using the pool. Shampoos are available both in the UK and in most supermarkets or chemists abroad which can resolve this problem.

  1. Security

Here at Sun Park Living we take the safety and security of our guests and complex very seriously. As a private community we take all measures to make sure that our residents are safe and secure, not only in their apartments, but around the community too. Sun Park Living security measures include the live security cameras at the front and back gates, connecting directly with the local patrolling security guards, Playa Blanca´s Police Station and Yaiza´s Guardia Civil.

Compliance with the following regulations below are mandatory to all guests and failure to comply is absolutely not tolerated.

23.1. All residents are entrusted with the back entrance entry codes, which are updated regularly. It is every guest´s responsibility to know the current entry code, not to share the code with any non-resident, ensure entrances are kept closed at all times and doors are not open to strangers.

23.2. It is guests’ responsibility to ensure they have their apartment key at all times, and under no circumstances are guests allowed to duplicate keys, break and/or change the door locks. Guests finding themselves locked out at any given time and/or failing to comply will be invoiced towards onsite team’s time, breakages, losses and changes made to either keys and locks, and depending on the severity could be asked to leave the premises immediately, having no right to any refund or compensation.

23.3. Suitcase storage left onsite is kept in a secure room within the premises, and although all the duty of care required will be enforced, Sun Park Living is not responsible for any damages or losses to luggage left in storage.

23.4. The hotel has private parking spaces to either sides of the main and back entrances. Guests are permitted to park their cars, bikes and motorcycles at their own risk; and although all the duty of care required will be enforced towards safety and security,  Sun Park Living is not responsible for any damages or losses to your property and/or belongings.

23.5. There is a sufficient number of luggage trolleys in the complex suitable for the transport of suitcases and any other heavy belongings you may need to transport between your apartment and vehicle. It is all guests’ responsibility to ensure trolleys are always returned to their parking lot after being used. It is not permitted to keep a trolley longer than necessary, nor abandon them in terraces, corridors, solarium areas, common areas or outside parking.

23.6. Visiting hours are strictly 10am to 7pm, with the exception of Community Diners on Fridays, when visitors attending Dinner Parties may be allowed to stay up until 11.30pm. Guests are responsible for escorting their guests in, around and out of the complex, and ensuring they register both entrance and departure to the complex in the visitors book located in Reception.

23.7. We reserve the right of admission. Under the provisions of art.59.1.e) of the Royal Decree 2816/1982, of 27th August, that approves the Police General Regulations of Public and Private Recreational Spaces, Entertainment and Recreational Activities, entry and stay in Sun Park Living is strictly prohibited to anyone who:

23.7.1. May be or display symptoms of being under the influence of alcohol

23.7.2. Carries any object that may cause damage or hurt anyone

23.7.3. Carries or consumes any type of drugs or psychotropic substances

23.7.4. Fail to present themselves properly groomed, clean and tidy

23.7.5. Instigates, incites or disturbs, by any means, any level of confusion, disorder or disarray

23.7.6. Troublemakers, brawlers and anyone failing to be respectful and considerate towards others.

  1. Complaints

Should you have a problem during your stay, it is a condition of booking with us that you must report it immediately to the Reservations, Accounts or Community departments. Any notification must be made in writing, via email, and as soon as possible. Sun Park Living must be given the opportunity to resolve any issues brought to our attention and allowances be made by you for any local conditions regarding the reasonable amount of time taken to rectify the problem. Compensation payments will not be considered where it is not proven that any reported problem had a prolonged or major impact on the accommodation booked. It is not acceptable to make a serious complaint after you have come home when our teams were not clearly made aware of the severity of your concerns. It is therefore extremely important that if you have a complaint that is seriously affecting your stay, you must write down brief details whilst on your Retirement HolidayLiving™ stay and speak to the Community Representatives to confirm and successfully address the legitimacy of your complaint. Should your concern remain unresolved, if you wish to escalate your complaint on your return home, then you must address the Customer Services department in writing, through the party leader, with full explanation of the events, including names of those you´ve engaged with in your attempt to reach a reasonable resolution. Complaints must be made in writing, to Customer Services at Sun Park Living, within 3 days of your return home. Any claims made more than 3 days after your return date will not be considered. Except in respect of claims involving death and personal injury, failure to follow these procedures, communicated only through the party leader, will reduce or extinguish any rights you may have to claim compensation from us.

  1. Our website

All apartment information and descriptions are supplied by the apartments featured. Whilst we do our utmost to maintain accuracy and to check details wherever possible, Sun Park Living cannot be held liable for any errors or omissions that may arise, or be responsible or liable for any negligence in relation to information on or accessible from this website. Sun Park Living also reserves the right to change information published on the site at any time, including rates, descriptions and photographs.

Sun Park Living makes no warranty or representation about the fitness or suitability of any product or service advertised on its web site. It cannot accept responsibility for any changes or closures to local amenities, in-house facilities, third party services, community activities or attractions listed within the website or literature. These terms do not affect consumer statutory rights.

Sun Park Living reserves the right to update any of its terms and conditions at any time, as may be required and as may be in line with the company’s business. The onus is placed on all parties using the website to undertake adequate measures to ensure that they visit any such terms and conditions on a regular basis. By agreeing to use this site, it is implied that any such changes are accepted by any such third party, and that any such third party undertakes to comply with any such changes.

  1. Website and brochure accuracy

Important note: the information and prices shown on this website and in our brochure may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of the information and prices at the time of publishing, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking. All information in this website and our brochure has been compiled from up to date details and we have taken care to ensure that it is accurate. There may, however, be occasions when an advertised facility is either modified or not available. Such situations may be dictated by local circumstances, necessity for maintenance, water shortages, unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this, then we will of course inform you as soon as possible, but we cannot be held liable in such circumstances. It is also important to remember that some facilities, such as shops, restaurants, communal pools, water sports and water parks etc may not operate at all times and may have closed. Please visit our website for latest photography and most up to date property information. If a particular facility offered in our resort is essential to the booking of your stay, please note it is your responsibility to ensure that we are made aware of this prior to you completing the booking confirmation pages. Please note that at all times, the information on our website supersedes that in our brochure. Google Earth/Maps are able to give you a further guide to the location of Sun Park Living. However, we cannot guarantee the definition of the location of the resort and it is subject to whatever satellite image Google publishes. New and updated satellite images are being uploaded by Google on a regular basis which sometimes results in the movement of our marker and please remember that the shot of the area may have been taken several years ago. Sun Park Living and the immediate area around your apartment may have altered significantly. These views are for your reference only and Sun Park Living accepts no responsibility for any inaccuracies.

  1. Bookings taken prior to website launch

We take many advance bookings prior to the launch of our website using the previous website as a guide. Occasionally some changes may occur in descriptions and/or conditions. However, at all times, the current website supersedes all previous Booking Terms and Conditions and descriptions contained either in previous websites and/or brochures. Please read this website and its Booking Terms and Conditions carefully and contact us if you have any queries. The information shown on this website supersedes all information contained in our brochure.

  1. General

It is the client’s responsibility to ensure that all their travel documentation (such as flight tickets, car hire vouchers, insurance policy documents, EHIC card, directions to the resort, etc) are in order. Please check them carefully.

All telephone calls made or received by Sun Park Living may be recorded for training and quality purposes.

  1. Travel and Health Insurances

You are required to take out travel, accident and health insurance policies from the moment that you have booked your stay with us. It is your responsibility to do this. Please read your policies and take them with you on your trip to Lanzarote. It is your responsibility to ensure that the insurance covers you have purchased are suitable and adequate for your particular needs. We reserve the right to request you sign an insurance waiver upon arrival to the resort, should you fail to produce an adequate insurance cover policy upon arrival.

As a guiding principle, all guests are expected to take care of their own health, take medicines as instructed by ones doctor/s, manage their physical activity within capabilities, take extra care both in and outside of the resort, not overdo any activity that may result in personal physical injury, and avoid at any cost to put one´s health and oneself in physical danger.

  1. Passports, visas and health requirements

Holders of current UK and EU member states passports do not require visas to enter EU member states, nor are vaccinations required at the time of this publication. For all non EU passport holders 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. Requirements may change and you must check the up to date position in good time before departure. For stays in the island you should obtain a completed and issued form EHIC prior to departure. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly. This includes not being able to travel due to a mislaid, damaged or lost passport.

  1. Data Protection

Sun Park Living will not supply any personal client information to any third party. See our full data protection privacy policy on our website.

  1. Statement of Rights and Responsibilities

This Statement of Rights and Responsibilities (“Statement,” “Terms,” or “SRR”) is an intrinsic part of Sun Park Living bookings terms and conditions that governs our relationship with guests, visitors and others who may interact with Sun Park Living. By visiting and/or staying at Sun Park Living, at any stage and during any length of stay, you agree to this Statement, as updated from time to time, in accordance with Section 32 below.

32.1. Pictures, videos (IP) and comments made by you, of you and/or with you in them, taken inside, around and outside Sun Park Living.

For IP content that may be covered by intellectual property rights, like photos, videos and comments, (IP content), you specifically give us the following permission: you grant us a non-exclusive, transferable, royalty-free, worldwide license to use any pictures, videos and comments, (IP content), taken and/or made by you, of you and/or with you in them, taken and/or made within, around and/or right outside Sun Park Living premises, in connection with Sun Park Living Resort and/or Sun Rockers’ community, facilitated to us by you and/or any Sun Park Living guests, visitors, or community leaders, with the intention to share and publish them, at any given time, and on any private and/or public format, including, and not limited to: Sun Park Living’s website, Sun Rockers community newsletter, any partners’ website, social network pages, marketing collateral and branded emails, (IP License).

When you, in any way, facilitate content, pictures, videos, comments or information in connection with Sun Park Living and/or Sun Rockers community, it means that you are allowing everyone, including people via Sun Park Living’s website, Sun Rockers community newsletter, any partners’ website, social network pages, marketing collateral and branded emails, to access and use that content, pictures, videos, comments or information, and to associate it with you.

We always appreciate your feedback or other suggestions about Sun Park Living, but you understand that we may use them without any obligation to compensate you for them (just as you have no obligation to offer them).

  1. Changes by us

It is unlikely that we will have to make any changes to your stay, but we do plan the arrangements many months in advance. We therefore reserve the right to change the particulars and prices shown in these web pages and in our printed brochure, in which case we will tell you before confirming your booking. Occasionally, changes may have to be made after a confirmation invoice has been issued, and we reserve the right to make changes at any time. If there is a major change to your arrangements we will inform you as soon as reasonably possible before departure. Where this is cheaper we will honour the difference but where it is more expensive we will respect the confirmed price and you will not have to pay the difference, but no compensation will be offered. If, before departure, there is a minor change, we will do our best to inform you in advance although we are under no obligation to do so, nor are we obliged to pay compensation. Additionally, we reserve all rights to update and amend our terms and conditions and enforce changes, including, and not limited to, protocols, procedures, licenses and permits, without any obligation to compensate you for them (just as you have no obligation to part take on them).

  1. Cancellation by us

Because we begin planning the arrangements we offer many months in advance, we must reserve the right to make changes to and correct errors in booking details both before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings. However, we promise we will only cancel your confirmed booking 12 weeks or less before arrival where you have failed to make full payment on time or as a result of circumstances outside our control/”force majeure” as defined above or in other unique circumstances which are also beyond our control. Most changes, if any, will be minor. No compensation will be offered and we are not liable for these changes initiated by apartments circumstances.We will not pay you compensation where we make a significant change or cancel more than 12 weeks before departure or in the event that we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. In rare circumstances, we may be forced by “force majeure” to change or terminate your arrangements after arrival. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

  1. Our Liability

We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” as set out below. Subject to these Booking Terms and Conditions, if we perform or arrange your booking arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected your overall stay), we will pay you reasonable compensation. Please note that it is your responsibility to show that we have been negligent if you wish to make a claim against us. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: (a) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled. (b) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or (c) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or (d) the act(s) and/or omission(s) of the person(s) affected; We limit the maximum amount we may have to pay you for any claims you may make against us. For all claims which do not involve death or personal injury, the maximum amount we will have to pay you if we are found liable to you on any basis is 25% of the price (excluding insurance premiums and amendment charges) paid by you or on behalf of the person(s) affected in total unless a lower limitation applies to your claim. We accept no liability for intermittent failure of public supplies or utilities such as water or electricity over which we have no control, nor of sewage systems, plumbing or mechanical equipment in apartments, but shall use our best endeavours to arrange prompt repairs where possible. Please note that we do not offer compensation resulting from activities of theft or accept any liabilities for such matters both in or around the resort. In the event that you should lose any items of value during your stay through theft or otherwise, you must report the facts immediately to the local police and obtain a written report. If a report is not obtained it will be difficult for you to pursue any claim with your insurance company.

If you are ill or injured during your stay, you must, in addition to reporting your illness to the Community Representative, consult a local doctor and also consult your GP on return to the UK. Should you then wish to make a claim against us as a result of your illness or injury, you must provide us with details of both the local doctor whom you saw, and your GP, together with written authority for us to obtain a medical report from both of those doctors. If you choose to issue court proceedings against us (subject to your compliance with our complaints procedure), then you must do so within one week of your return home. If we accept any liability or are adjudged to have for a claim that you make, you must assign to us any rights that you may have against any of our servants, agents or suppliers who are in any way responsible for the failure of your stay overseas or any death or personal injury you may suffer. You must also co-operate with us in any claim. Other than that set out above and as detailed elsewhere in these Booking Terms and Conditions we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your stay. We will not accept responsibility for services and/or facilities which do not form part of our agreement and/or where they are not advertised on our website or in our brochure. For example any excursion you book whilst away, or any service or facility or any other supplier agrees to provide for you. This clause is intended to set out our obligations to you as an organiser of accommodation. We will not accept any further or different liability than that imposed by the touristic accommodation regulations. In addition, regardless of any contrary representations made by us, we only promise to use reasonable skill and care as set out above and we do not have any further or different liability to you. We do not accept liability for (a) any damage, loss, expense or other sum(s) of any description which, based on the information you gave us at the time of booking, we could not have foreseen you would suffer or incur if we breached our contract with you; (b) any business losses.

  1. Limitation of Liability

Sun Park Living excludes all warranties, express or implied, relating to this website. This includes, but is not limited to, any implied warranty that the information it contains is accurate or up to date or is suitable for any particular purpose. Sun Park Living shall not be liable for any loss or damage suffered as the result of the use of this website.

In all cases, Sun Park Living acts only as a booking agent for the accommodation provider. The contract for the apartment stay provided is between the guest and the accommodation provider. Sun Park Living cannot be held responsible for either party’s actions or for any subsequent consequences of those actions. Sun Park Living is not to be considered as a party in litigation, nor shall it or any of its employees be required to be a party to any litigation arising directly or indirectly from the booking of any accommodation.

  1. Ensure your flights are ATOL protected by the Civil Aviation Authority.

In the unlikely event of insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid in advance booking. For further information visit the ATOL website at www.atol.org.uk Not all services offered will be protected by the ATOL Scheme. Please ask us to confirm what protection may apply to your booking.