BOOKING TERMS & CONDITIONS
Last updated: 18 June 2026
These Booking Terms & Conditions govern the reservation, payment, cancellation, modification and use of accommodation and related services provided by Hotel Es Princep.
By making a booking directly with Hotel Es Princep, through the official website, the booking engine, by telephone, by email, or through an authorised travel agent, booking platform or online travel agency, the Customer accepts these Booking Terms & Conditions.
These Booking Terms & Conditions must be read together with the Privacy Policy, Cookies Policy, Legal Notice and the Booking Confirmation.
Definitions
For the purposes of these Booking Terms & Conditions:
Hotel Es Princep, the Hotel, we, us or our means the hotel establishment operating under the commercial name Hotel Es Princep, located at C/ Bala Roja, 1, 07001 Palma, Balearic Islands, Spain.
Legal Entity means CAS MIOT S.L., VAT / Tax ID No. B07790512, with registered office at Ctra. Manacor, 272, 07198 Palma, Balearic Islands, Spain.
Customer means the person who makes the booking, provides the required personal and payment details, accepts these Booking Terms & Conditions and is responsible for payment and compliance with the booking conditions.
Guest means the Customer and any other person staying at the Hotel or using the Hotel's services under the Customer's booking.
Booking Confirmation means the written confirmation of the booking issued or accepted by the Hotel, including the arrival and departure dates, number of guests, room type, price, payment conditions, non-refundable deposit conditions and any additional services included.
Agreement means the contractual relationship between the Hotel and the Customer for the provision of accommodation and, where applicable, related hotel services. The Agreement includes these Booking Terms & Conditions, the Booking Confirmation, the Privacy Policy and any mandatory registration document completed by the Customer or Guest.
Booking Agent means any travel agent, tour operator, online travel agency, booking platform or other third party that arranges or intermediates a booking for the Hotel.
Third Party Services means services provided by independent third parties, including transfers, excursions, car rental, private transport, tours, activities, external medical services or any other service not provided directly by the Hotel.
Hotel identity and contact details
The hotel establishment and legal entity responsible for the provision of accommodation services are:
Hotel: Hotel Es Princep
Hotel address: C/ Bala Roja, 1, 07001 Palma, Balearic Islands, Spain
Hotel telephone: +34 971 72 00 00
Hotel email: bondia@esprincep.com
Booking Department telephone: +34 971 76 00 00
Booking Department email: reservas@esprincep.com
Legal entity: CAS MIOT S.L.
VAT / Tax ID No.: B07790512
Registered office: Ctra. Manacor, 272, 07198 Palma, Balearic Islands, Spain
Scope of services
Hotel Es Princep provides accommodation and related hotel services as described on the official website, in the Booking Confirmation and in the information provided directly by the Hotel.
Depending on availability and the selected package, the Hotel's services may include room accommodation, restaurant and bar services, spa and wellness services, room service, concierge services, valet parking, transfer coordination, laundry services, meeting facilities and other services offered by the Hotel.
Only the services expressly included in the Booking Confirmation or in the written information provided by the Hotel shall be considered included in the booking price.
Any service not expressly included may be subject to availability and additional charges.
Booking process
Bookings may be made directly through the Hotel's official website, booking engine, telephone, email, or through authorised Booking Agents.
The Customer must be at least 18 years old and must have legal capacity to make the booking and accept these Booking Terms & Conditions.
The Customer is responsible for providing true, accurate, complete and up-to-date personal, contact, booking and payment details. The Hotel shall not be responsible for any failure to contact the Customer where the information provided is false, incomplete, inaccurate or outdated.
A booking shall not be considered accepted or confirmed until the Customer receives a Booking Confirmation.
The Customer may book a specific room type, but not a specific room number, floor, orientation or exact location within the Hotel, unless this is expressly confirmed in writing by the Hotel.
Requests for connecting rooms, specific views, bed type, floor preferences, early check-in, late check-out or other special preferences are subject to availability and shall only be binding if expressly confirmed by the Hotel.
For group bookings, multiple rooms, events, long stays or special arrangements, the Hotel may require specific conditions, deposits, guarantees or payment schedules. Unless expressly agreed otherwise in writing by the Hotel, the non-refundable nature of the booking shall remain applicable.
Bookings made through Booking Agents
Where the Customer makes a booking through a Booking Agent, online travel agency, tour operator or third-party platform, the booking may also be subject to the terms and conditions of that Booking Agent.
Hotel Es Princep shall not be responsible for promises, offers, rates, benefits, services or conditions advertised by Booking Agents where such information has not been authorised by the Hotel or is not included in the Booking Confirmation.
If there is any conflict between the information provided by a Booking Agent and the Booking Confirmation issued or accepted by the Hotel, the Booking Confirmation and the Hotel's direct written communications shall prevail, unless mandatory consumer law provides otherwise.
The non-refundable nature of the reservation and the prohibition on cancellations and modifications shall remain applicable to bookings made through Booking Agents, unless mandatory law provides otherwise.
Prices, taxes and local charges
The price of the booking shall be the price shown during the booking process and confirmed in the Booking Confirmation.
The non-refundable deposit shall correspond to the full booking amount shown during the booking process, including applicable taxes included in that amount.
Unless expressly stated otherwise, prices may exclude local charges, tourist taxes, sustainability taxes, additional services, minibar consumption, room service, spa treatments, restaurant charges, parking, transfers or any other services not expressly included in the Booking Confirmation.
The Customer and Guests shall pay any applicable tax, levy or charge imposed by law, including the Balearic Sustainable Tourism Tax or any other tourist, environmental, local or governmental tax applicable at the time of the stay, where such tax is not already included in the amount paid at the time of booking.
Such taxes may be charged separately from the room price and may be payable at check-in, during the stay or at check-out, unless they have already been included and paid in advance.
Payment, deposit and payment authorisation
All reservations must be guaranteed with a non-refundable deposit equivalent to the full booking amount shown during the booking process, including applicable taxes included in that amount, at the time of booking.
Non-guaranteed reservations are not accepted.
The booking shall only be confirmed once the Hotel or its payment provider has successfully received the required payment, deposit or payment authorisation.
Where payment authorisation is required, the following message must be displayed during the payment process:
There is a required deposit of [monetary amount of the reservation]. When you complete your reservation, you will be redirected to a secure external payment page and your reservation will be confirmed upon payment authorization.
Once the Customer has entered the required personal and booking details, the Customer will be redirected to a secure external payment page in order to complete the payment process. The booking will only be confirmed once the required payment, deposit or payment authorisation has been successfully completed. A confirmation email will then be sent to the Customer.
In the event of failed, refused, delayed or incomplete payment, the Hotel reserves the right to cancel the booking, request a new valid payment method or refuse the provision of accommodation services.
The Hotel may accept payment by credit card, debit card, bank transfer or any other payment method expressly accepted by the Hotel at the time of booking or check-in.
The Hotel may request the Customer or Guest to present the credit or debit card used for the booking, together with valid identification, at check-in. If the cardholder is not present or the card cannot be verified, the Hotel may request an alternative payment method or additional documentation.
The Customer is responsible for ensuring that the payment method used is valid, authorised and has sufficient funds.
Cancellation, no-show and modifications
All reservations are 100% non-refundable.
All reservations must be guaranteed with a non-refundable deposit equivalent to the full booking amount shown during the booking process, including applicable taxes included in that amount, at the time of booking.
Once the reservation has been confirmed, cancellations and modifications are not allowed.
The non-refundable deposit may be charged at the time of booking and will not be refunded in the event of a cancellation request, modification request, no-show, late arrival or early departure.
A no-show occurs when the Customer or Guest does not arrive on the scheduled arrival date.
In the event of no-show, the Hotel may charge the full amount of the stay, including applicable taxes, and may cancel the entire booking. The Hotel shall not be obliged to keep the room available for subsequent nights.
In the event of late arrival or early departure, unused nights or services will not be refunded.
Where the booking has been made through a Booking Agent, online travel agency or third-party platform, the Customer must also follow the cancellation or modification procedure of the relevant booking channel. However, the non-refundable nature of the reservation and the prohibition on cancellations and modifications shall remain applicable.
Nothing in this clause shall limit any rights that cannot be excluded under applicable mandatory law.
Check-in, check-out and guest registration
Check-in and check-out times shall be those stated on the Hotel's official website, during the booking process or in the Booking Confirmation.
If no specific time is stated, check-in shall be from 15:00 on the arrival date and check-out shall be by 12:00 on the departure date.
Early check-in and late check-out are subject to availability and may entail additional charges.
The Hotel is not obliged to provide access to the room before the applicable check-in time unless early check-in has been expressly confirmed.
If the Customer or Guest does not vacate the room by the applicable check-out time, the Hotel may charge a late check-out fee or, where applicable, an additional night.
At check-in, Guests may be required to provide valid identification documents and complete any mandatory registration form required by applicable law.
The Hotel may refuse check-in where the Guest does not provide the required identification, refuses to complete legally required registration procedures, does not comply with payment or guarantee conditions, or fails to comply with these Booking Terms & Conditions.
Pre-authorisation and guarantee at check-in
At check-in, the Hotel may request a credit or debit card pre-authorisation or another form of guarantee to cover taxes, additional services, minibar consumption, damages or incidental charges not already paid at the time of booking.
A pre-authorisation is not necessarily an immediate charge, but a temporary hold placed by the bank or card issuer. The release period depends on the Customer's bank or card issuer and is outside the Hotel's control.
The Hotel may charge the Customer's card for unpaid amounts, damages, missing items, late check-out, minibar consumption or other charges incurred during the stay, provided that such charges are duly justified.
Additional charges, minibar and incidental expenses
Any additional services used during the stay, including restaurant and bar services, room service, minibar, spa treatments, parking, transfers, laundry, external services or any other chargeable service, shall be paid by the Customer.
The Hotel may require immediate payment for certain services or may add such charges to the room account.
The Customer is responsible for settling all charges incurred by the Customer, Guests or authorised visitors before departure.
Where the room includes a minibar, any item consumed or removed from the minibar may be charged to the room account according to the applicable minibar price list.
The Customer must report any discrepancy regarding additional charges or minibar consumption to reception before check-out.
Guests with allergies, intolerances or dietary restrictions must verify the suitability of minibar items, food and beverages before consumption.
Lost, stolen and valuable items
Guests must immediately inform reception if they lose any item, valuable or personal property during their stay.
The Hotel will handle lost property in accordance with its internal procedures and applicable law.
The Hotel may keep found items for a limited period. If the Guest requests the return of an item, postage, courier, insurance or handling costs shall be borne by the Guest.
The Hotel is not responsible for money, jewellery, documents, electronic devices or valuable items left unattended in rooms, public areas, restaurants, spa areas, vehicles or other Hotel spaces, except where liability cannot be excluded under applicable law.
Rooms may include safe boxes for Guests' use. Guests are encouraged to keep valuables, money and important documents in the safe box or request information from reception about available security options.
Any theft, loss or security incident must be reported immediately to the Hotel and, where appropriate, to the competent authorities.
Damage to Hotel property
Guests are responsible for any damage, loss, breakage, excessive cleaning need or missing item caused by them, their companions, visitors or persons under their responsibility.
The Customer shall be jointly responsible for the conduct of all Guests included in the booking.
If damage or loss is detected during or after the stay, the Hotel may charge the Customer for the repair, replacement, cleaning or restoration cost, provided that the charge is duly justified.
This may include damage to rooms, furniture, linen, towels, equipment, electronic devices, spa facilities, public areas, restaurant areas, parking areas or any other Hotel property.
Guest conduct and use of Hotel facilities
Guests must behave respectfully, lawfully and appropriately during their stay.
Guests must not disturb other guests, damage property, misuse facilities, threaten or insult staff or guests, engage in unlawful conduct, create excessive noise, smoke in prohibited areas, misuse alcohol or drugs, or act in a way that may endanger the safety, comfort, reputation or operation of the Hotel.
Guests must comply with Hotel rules, safety instructions, dress codes, pool rules, spa rules, restaurant rules, parking rules, Wi-Fi rules and any reasonable instruction given by Hotel staff.
Smoking is prohibited in rooms, indoor areas, corridors, elevators, restaurants, spa areas and any other non-smoking areas indicated by the Hotel or applicable law. If smoking occurs in a prohibited area, the Hotel may charge cleaning, deodorising, repair or loss-of-use costs.
Guests may not bring external food or beverages into the Hotel for consumption in public areas, restaurants, bars, spa areas or other Hotel facilities, unless expressly authorised by the Hotel.
Where Wi-Fi or internet access is provided, Guests must use it lawfully and responsibly. Guests must not use the Hotel's Wi-Fi or technological systems for unlawful, fraudulent, abusive, defamatory, offensive, privacy-infringing, intellectual-property-infringing or harmful activities.
Where parking, valet parking or vehicle-related services are available, they are subject to availability, Hotel instructions, space limitations, vehicle size restrictions and additional charges. The Hotel shall not be responsible for items left inside vehicles or for damage, theft or loss affecting vehicles, except where liability cannot be excluded under applicable law.
The Hotel may refuse service, restrict access to facilities, require a Guest to leave the premises or cancel the stay where a Guest breaches these Booking Terms & Conditions, acts unlawfully, endangers others or seriously disrupts the Hotel.
In such cases, the Hotel may retain amounts paid and charge any outstanding amounts or damages, without prejudice to any mandatory rights of the Customer.
Pets and assistance animals
Pets are not permitted on the Hotel premises unless expressly authorised in writing by the Hotel before arrival or unless admission is required by applicable law.
Where an assistance animal is legally permitted, the Guest must inform the Hotel in advance whenever possible so that appropriate arrangements may be made.
The Customer shall be responsible for any damage, cleaning cost or disruption caused by an animal.
Third Party Services
The Hotel may assist Guests in arranging Third Party Services such as transfers, excursions, car rental, private transport, activities, tours, external medical services or other services provided by independent third parties.
Third Party Services are provided by independent companies or professionals and may be subject to their own terms, conditions, prices, cancellation policies, insurance and liability rules.
The Hotel shall not be liable for acts, omissions, accidents, delays, cancellations, injuries, losses, damages or disputes arising from Third Party Services, except where liability cannot be excluded under applicable law.
Cancellation by the Hotel
The Hotel may cancel a Booking Confirmation or refuse accommodation where:
the Customer has provided false, incomplete or misleading information;
payment, deposit, guarantee or pre-authorisation has failed or has not been provided;
the Customer or Guests breach these Booking Terms & Conditions;
the Customer or Guests behave unlawfully, abusively, violently, dangerously or inappropriately;
the booking was made through fraud, error, unauthorised resale or misuse of a promotional code;
the booking endangers the safety, operation, reputation or security of the Hotel;
accommodation cannot be provided due to force majeure, technical failure, urgent maintenance, health and safety reasons, legal restrictions or circumstances beyond the Hotel's reasonable control.
Where cancellation by the Hotel is due to the Customer's breach, the Hotel may retain amounts paid and charge any applicable costs or damages, without prejudice to mandatory consumer rights.
Where cancellation is due to reasons not attributable to the Customer, the Hotel shall offer a reasonable solution in accordance with applicable law, which may include refund, alternative dates or alternative accommodation where appropriate.
Privacy and personal data
The Hotel processes personal data for purposes including booking management, payment processing, guest registration, legal compliance, customer service, security, billing, communications and provision of accommodation services.
The processing of personal data is governed by the Hotel's Privacy Policy.
By making a booking, the Customer acknowledges that they have been informed about the processing of personal data in accordance with the Privacy Policy.
Where the Customer provides data relating to other Guests, the Customer confirms that they are authorised to do so and that they have informed such Guests of the applicable privacy information.
Complaints
Guests are encouraged to report any complaint, incident or dissatisfaction to reception or Hotel management during the stay, so that the Hotel has the opportunity to investigate and provide a solution.
Complaints submitted after departure should be sent in writing to the Hotel as soon as reasonably possible.
This clause does not limit any mandatory consumer rights or any right to submit a complaint to the competent authority.
Force majeure
A force majeure event means any event beyond the reasonable control of the Hotel that prevents or materially affects the performance of its obligations.
Force majeure events may include, without limitation, natural disasters, fire, flood, storm, earthquake, war, terrorism, civil unrest, strikes, labour disputes, epidemics, pandemics, public health emergencies, government action, legal restrictions, border closures, transport disruption, failure of utilities, cyberattacks, serious technical failures, supply shortages or any other event beyond the Hotel's reasonable control.
If the Hotel cannot provide accommodation or services due to a force majeure event, the Hotel may offer alternative dates, alternative accommodation, partial or full refund, or any other solution required or permitted by applicable law.
The Hotel shall not be liable for failure or delay in performing its obligations where such failure or delay is caused by force majeure.
Liability
The Hotel shall provide accommodation and related services in a professional manner and in accordance with the Booking Confirmation, these Booking Terms & Conditions and applicable law.
The Hotel shall take reasonable steps to maintain appropriate standards of comfort, safety, hygiene and service.
The Hotel may temporarily restrict access to certain facilities or services for maintenance, operational, safety, health, weather-related or force majeure reasons.
The Hotel shall be liable only to the extent required by applicable law.
The Hotel shall not be liable for losses caused by the Customer or Guests, third parties, Booking Agents, Third Party Services, force majeure, misuse of facilities, breach of these Booking Terms & Conditions or failure by the Customer to provide accurate information.
Nothing in these Booking Terms & Conditions shall exclude or limit liability where such exclusion or limitation is not permitted by applicable law.
Changes to these Booking Terms & Conditions
The Hotel may modify these Booking Terms & Conditions when necessary to adapt them to legal, operational, technical or commercial changes.
The version applicable to the booking shall be the version accepted by the Customer at the time of booking, unless a later version is more favourable to the Customer or mandatory law requires otherwise.
The version in force at any given time shall be published on the Hotel's website.
Applicable law and jurisdiction
These Booking Terms & Conditions shall be governed by Spanish law.
Where the Customer acts as a consumer, any dispute shall be submitted to the courts and authorities determined by applicable consumer protection law.
Where the Customer does not act as a consumer, the parties submit to the courts and tribunals corresponding to the registered office of CAS MIOT S.L., unless another mandatory jurisdiction applies.
The Customer may also have the right to submit complaints or claims before the competent consumer, tourism or data protection authorities, where applicable.