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Hotel Policies

Article 25 of Andalusian Decree-Law 13/2020 of 18 May, which, among other matters, establishes measures relating to hotel establishments, provides that hotel establishments must have internal rules setting out mandatory standards for guests during their stay. Hotel establishments may request assistance from the Security Forces and Corps to remove from the premises any persons who breach the internal rules, fail to comply with the usual rules of social coexistence, or seek to access or remain on the premises for a purpose other than the normal use of the service, in accordance with Article 36.4 of Law 13/2011 of 23 December. The internal rules specify:

  • Information on the administrative organisation and the responsible person to whom guests should address any matters relating to the operation of the establishment, where applicable.
  • Admission conditions.
  • Rules of coexistence and operation.
  • A list of supplementary services provided by companies other than the operating entity, and identification of the companies responsible for providing them.
  • Information for guests on any facilities or services that may involve risk and on the safety measures adopted in that regard.
  • Admission of animals.
  • In general, all circumstances that enable and promote the normal enjoyment of the facilities, equipment and services.

1) ADMISSION CONDITIONS

  • Right of admission. This Hotel is considered, for all purposes, an establishment for public use; however, admission or continued presence may be refused:
    • When there is no accommodation or facility capacity, or when the admission requirements are not met.
    • When a person behaves in a way that may cause danger or disturbance to other persons, whether guests or not, or that hinders the normal conduct of the activity.
    • In the case of persons with a notifiable infectious disease who, for public-health reasons, should not remain in a hotel establishment.
  • Access. Accommodation at the hotel is conditional upon the mandatory presentation of a Spanish National Identity Document (DNI) or passport, as well as completion of any documentation required at any given time by the authorities or the company.
  • All data provided to the Hotel will be treated confidentially, for the purpose of managing and improving our service offering, and will be incorporated into our data file by mutual agreement as recorded in the Admission Form. If the customer wishes to access, rectify or cancel their data, they must notify the establishment in a reliable manner, in accordance with the Data Protection Law.
  • In compliance with the applicable regulations in force, access to the facilities of Molino del Santo is free and without any prior restrictions. Notwithstanding the foregoing, authorised hotel staff may ask any persons to leave the premises, after payment for anything consumed, if they breach the provisions of the aforementioned regulations, contravene these Internal Rules, or seek to remain on the premises for a purpose other than the normal use of the hotel facilities and services. The status of tourist user or customer is acquired once the entire check-in process at reception has been completed. To access the interior areas of the hotel, it is essential to be registered as a hotel customer as provided in Article 1 of these rules.
  • Minors under the age of 18 must stay in hotels accompanied by their parents, guardians or adults duly authorised by them. Hotel staff may request the relevant documentation identifying the adults as their parents/guardians or authorised persons.
  • Animals: Dogs and cats are accepted at the hotel, subject to prior notice, at a cost of EUR 20 per stay. Guests wishing to stay with animals must notify the establishment before arrival so that they can be accommodated in rooms where pets are permitted.

2) RULES OF COEXISTENCE AND OPERATION

  • Reservation. Every reservation will include the dates of the stay, the number and type of rooms with the corresponding meal plan, the cancellation policy, and any supplementary services additionally contracted. It will also state the total price and a breakdown for each of those items, unless they have been offered as a package at an agreed global price. Our confirmation of the reservation shall be deemed to constitute a tourist accommodation contract, with a physical or electronic record made available to the customer. Use of the accommodation units is permitted only to the holders of the reservation or to the person designated by the reservation holder.
  • Payment. Regardless of whether the company and the customer may agree, at the time of admission and formalisation of the reservation, to payment in advance for the agreed stay, the company may at any time require its customers, upon presentation of the corresponding invoice, to pay for services already provided. The hotel will not accept personal cheques as payment for stays or for any other service provided at the hotel. As established by Law 11/2021 of 9 July on measures to prevent and combat tax fraud, transactions amounting to EUR 1,000 or more may not be paid in cash.
  • Guarantee. CREDIT for payment of the room and the different services provided by the Hotel shall be obtained by means of a credit-card guarantee. In compliance with the tourism regulations in force and these internal rules, the hotel operating entity is authorised to agree with the customer, by mutual agreement, the provision of a cash deposit or a credit-card guarantee to secure the enjoyment of the establishment’s different services.
  • Check-in. The official check-in time is from 14:00 to 20:00. However, check-in may take place earlier when the room is ready, or later if prior notice is given.
  • However, during periods of maximum occupancy, when there are more arrivals and departures, it may not be possible to make all rooms available at that time due to availability and cleaning-time requirements. The accommodation unit may therefore be made available to the guest up to two hours later. Availability may also be delayed in exceptional circumstances which, for reasons beyond the Hotel’s control, prevent the room assigned to each customer from being ready at the time set for the start of occupancy under the normal occupancy rules.
  • Check-out. Check-out or departure from the establishment is until 12:00. This time may be extended subject to hotel availability and will incur an additional charge.
  • Cancellations. The hotel will apply the cancellation policy stated in each reservation.
  • Dress and appearance. The customer must be wearing footwear and be clothed, in accordance with the dress code required for certain services, such as restaurant services.
  • Noise. Within each accommodation unit, the customer must control the volume of the television and refrain from making noises or carrying out activities that may disturb other customers. Silence must be observed in the bedroom corridors from 23:00 until 08:00.
  • Breakages. The hotel reserves the right to take any appropriate action in relation to damage or breakages caused by the customer to the contents or structure of the rooms or hotel facilities.
  • Cleaning. Daily room cleaning service will be carried out from 09:00 to 14:00. Customers who do not make their rooms available during those hours may not receive room cleaning.
  • Safe. For valuables, the customer has a safety deposit box in their room, at no extra daily charge. The Hotel Management is not responsible for items that have not been placed in that safe.
  • Theft. Theft and intentional damage will be reported immediately. The hotel is not responsible for the theft or robbery of any property that has not been placed in its custody. The hotel assumes no legal responsibility for luggage left in the corresponding room, or for bicycles or other vehicles parked on hotel property.
  • Laundry. The customer has access to the laundry service every day of the week. This Establishment is not responsible for garments which, because of their conditions of use or composition, shrink, fade or deteriorate.
  • Parking. The hotel has free parking subject to availability. The hotel is not responsible for damage caused to your vehicle by third parties, or for valuables forgotten or lost.
  • Games and use of scooters or similar items. Playing with balls and similar items is prohibited in areas not specifically designated for that purpose. Likewise, the use of scooters, electric scooters or similar items is not permitted within the hotel facilities.
  • Swimming pool and common areas.
    • It is mandatory to shower before using the hotel swimming pool.
    • Use of the swimming pools is not permitted for children under 12 unless accompanied by adults.
    • Use of the swimming pools is prohibited for persons suffering from contagious diseases.
    • Glass is not permitted in the swimming-pool area.
    • Throwing papers or waste on the ground is not permitted; they must be placed in the bins provided for that purpose.
  • Food and beverage services.
    • Footwear and a shirt are required to access the various bars and restaurants inside the Hotel.
    • Restaurant or hotel-bar purchases will be added to the room charges, unless the customer prefers to pay at the time.
    • Customers who, for any reason, must follow a SPECIAL DIET must inform reception upon arrival so that this can be coordinated with the kitchen.
    • It is not permitted to take FOOD OR DRINK into, out of and/or consume it outside the restaurant and bar areas, nor to bring food or drink from outside the establishment.
    • Smoking is not permitted in the restaurant, bar or hotel facilities, except in expressly indicated areas or outdoor areas.

3) ADMINISTRATIVE ORGANISATION

  • MANAGEMENT. The management of the MOLINO DEL SANTO hotel has sufficient authority to review the operation and suitability of the quality system on the basis of continuous improvement, to resolve immediately all significant problems arising in quality management in the most appropriate manner to ensure their elimination, to support the different departments in resolving detected non-conformities, and to promote the creation of working groups.
  • HEAD OF RECEPTION. The Head of Reception is responsible for managing the department. Accordingly, they must agree, develop and/or fulfil the objectives set in respect of production, cost control, customer satisfaction and process effectiveness; provide and sell the hotel’s own accommodation and direct and/or indirect services; manage their team, including selecting, welcoming, integrating, training, coordinating, directing, delegating, evaluating, promoting, promotions and changes; and monitor and control the processes defined for carrying out the department’s own function, with particular attention to the sales plan, reservations and invoicing, welcoming, dealing with and saying farewell to customers/customer loyalty, internal and external communications, telephone management and customer service, personalised and special attention, collections management, cash handling, and administrative/accounting processes, only in decentralised hotels.
  • RESTAURANT / BAR. The Head of Dining Room will be responsible for managing the Restaurant and Bar areas. Accordingly, they must agree, develop and monitor the objectives set in respect of production, cost control, customer satisfaction and process effectiveness; provide and sell the hotel’s food and beverage services; manage their team by selecting, welcoming, training, motivating and developing the skills and abilities of team members; manage and control the processes defined for delivery of the service, with particular attention to the department’s sales plan and revenue generation, planning promotional and engagement actions and training the team in sales, organising and coordinating the different food and beverage services by managing available resources efficiently and checking the quality of the service provided, adapting it to customers’ needs and expectations, optimising resource management by controlling consumption and proper maintenance of equipment and materials, welcoming, continuously attending to and saying farewell to customers during their use of the service, and establishing spaces and agreements for coordination with the other department heads. They must carry out actions aimed at optimising results and continuous improvement, and collaborate with the hotel’s Quality Manager in the performance of their function and in controlling the relevant documentation. All of this is subject to the joint authorisation of the Hotel Management and the Quality Management. The Maitre d’ is the department’s Quality Manager.
  • HEAD CHEF. The Head Chef is responsible for managing the department. Accordingly, they must train, motivate and foster the development of the skills of their work team; plan, organise and manage the available resources efficiently; check the quality of the service provided and adapt it to the requirements necessary to meet customer expectations; contribute to the dining-room sales function by using their knowledge and imagination to improve aspects of the product offering; suggest improvements to the menu cycle; work on food presentation; and, in short, propose all innovations that may provide a commercial boost. They must also take care of the proper selection and use of raw materials, the preparation process and the organisation of their work team, and achieve customer satisfaction, cost control and maximum profitability.
  • HEAD OF MAINTENANCE. The Head of Maintenance will be responsible for directing and managing the department, whose main objective is the maintenance and conservation of the hotel. This objective will be achieved by training, motivating and developing the skills and abilities of their team and by optimally planning, organising and managing resources. Maximising energy savings, maintaining capital equipment and environmental management are also responsibilities of the Head of Maintenance.

4) SUPPLEMENTARY SERVICES PROVIDED BY COMPANIES OTHER THAN THE OPERATING ENTITY AND IDENTIFICATION

Our establishment has tourist information on various services, some of which are provided by companies other than the Hotel’s operating entity. Information about them is available at Reception. This Hotel is not responsible for services provided by companies other than the operating entity of this Establishment. Activity timetables may be changed without prior notice.

5) SAFETY MEASURES

  • Access limitation. Access to a hotel area or facility will be limited when the established capacity has been reached and there is therefore no availability in view of that capacity; when the closing time of the area or facility has passed; when violent behaviour is displayed or disturbances are caused; when situations of danger or nuisance arise; when drugs, narcotic substances or psychotropic substances are consumed, which is not permitted; when clothing or symbols that incite violence, racism, homophobia or xenophobia are worn; or when symptoms incompatible with food safety and/or public health are displayed.
  • Tobacco. Smoking is prohibited in all enclosed areas of the hotel and in outdoor areas not designated for smoking. The hotel reserves the right to charge a surcharge of EUR 120 for extra cleaning if you smoke in your room.
  • Self-Protection Plan. The customer has access to instructions on how to act in the event of an emergency, as well as signage indicating evacuation routes and fire-fighting equipment. In the event of an emergency, the customer must follow any additional instructions given by Hotel staff. Obstruction of emergency exits and fire-fighting equipment, including extinguishers, fire-hose reels and alarm call points, as well as their improper use, may result in expulsion from the hotel.
  • Emergencies, crises and health alerts. If the Authorities declare an emergency or health-crisis situation affecting the normal operation of our Hotel, this will be duly announced so that the Customer is informed of any services that are suspended and of the measures adopted, and complies with them. Any Customer who, during an emergency or health crisis declared by the Authorities, fails to comply with the mandatory or recommended measures adopted at this Establishment may have their accommodation contract terminated immediately; their stay will be cancelled without any right to a refund, and the competent Authority will be notified.