General Terms and Rules

Introduction

The purpose of this document is to regulate the GENERAL TERMS AND CONDITIONS OF CONTRACTING (the “General Terms and Conditions”) for the accommodation services offered by OMO STAYS, a brand managed by AMJM Hospitality Group, S.L., with registered office at Calle Wenceslao Fernández Flórez 1C, Piso 1 Puerta D, 03005, Alicante, and tax ID number CIF B21832928 (hereinafter, “OMO STAYS” or “AMJM”).

The term “User” refers to all individuals and/or entities (reservation holders and companions) who, for any reason, access www.omostays.com or use the accommodation and complementary services referred to herein.

The accommodation services are intended for the reservation of an apartment or room (depending on the establishment), as well as any additional and complementary services that may be contracted, in any OMO STAYS establishments, for the User’s use and enjoyment (hereinafter, the “Services”). Therefore, the use of the Services implies the full and unreserved acceptance and validity of each and every one of the General Terms and Conditions, which shall be automatically incorporated into the contract entered into through the effective completion of the reservation with OMO STAYS directly or through third-party intermediaries, without the need for their written transcription in the same.

These General Terms and Conditions shall apply unless expressly agreed otherwise at the time of booking (“Particular Conditions”), which shall prevail over what is set forth herein.

Reservation of Services

Making a reservation implies adherence to and acceptance of each and every one of the General Terms and Conditions included in this document, as well as the policies indicated in the section “Data Protection, Privacy, Intellectual Property, and Cookies Policy.” In this sense, and by accepting the General Terms and Conditions, the User expressly declares:

• To be of legal age and have full legal capacity to make the reservation on their own behalf and on behalf of accompanying third parties.
• In the case of staying with minors, to be their parent or legal guardian or, otherwise, to have the corresponding authorization, which must be shown to OMO STAYS.
• To understand and comprehend all of the General Terms and Conditions and the rest of the policies referred to in this document.
• To expressly acknowledge and accept that the establishment shall under no circumstances constitute their habitual and permanent residence or professional address and, therefore, cannot be registered as their domicile.
• That the data provided by them, their own or those of accompanying third parties, when making the reservation are correct, true, up to date, and complete.
• That they are not committing any crime or fraud of any kind when making payment for the reservation.

The User may request a reservation through www.omostays.com (hereinafter, the “OMO STAYS Website”), by contacting our team using the tools provided on the OMO STAYS Website or through any other agency or platform where OMO STAYS offers this possibility. To complete the reservation process, the User must:

• Comply with all steps required by OMO STAYS or the relevant platform and provide (i) all required data in accordance with the identification section below; as well as (ii) a credit or debit card number belonging to the reservation holder as a guarantee for confirmation of the reservation. Visa, Mastercard, and American Express cards are accepted.

Reservation requests shall not be considered accepted until OMO STAYS confirms their acceptance by email, provides a reservation reference, and the User makes payment for the Services (including, where applicable, the corresponding deposit), at which point the relationship between the User and OMO STAYS shall be deemed formalized.

Once the reservation has been made, and as soon as possible (and always within 24 hours from the time of booking), OMO STAYS shall send the User an email confirmation of their reservation.

If the User detects an error in the reservation, they must contact OMO STAYS for a free correction from the moment they receive the aforementioned confirmation email; otherwise, it shall be deemed correct in all respects.

Outside the cases mentioned above, requests for changes in date, duration, or number of Users shall be subject to availability, although OMO STAYS will attempt to accommodate them whenever possible. In such cases, the User must pay the corresponding rate for the requested changes.

The User accepts that:
• When making a reservation at any of our accommodations, OMO STAYS reserves the right to verify the validity of the card used and may block the amount corresponding to the first night, which will be released after a few days depending on the User’s bank. If the transaction cannot be processed, the card provided will be deemed invalid.
• Requests for changes in date, duration, or number of Users (i) in non-refundable rates will not be accepted; and (ii) in flexible rates will be subject to availability. In such cases, the User must pay the applicable rate for the requested changes.
• In the event of unforeseen maintenance, repair, or adaptation work occurring before check-in that objectively prevents the stay, OMO STAYS will offer the User the choice between (i) a 100% refund of the reservation amount; or (ii) relocation to an available accommodation of similar or superior characteristics.

If such tasks occur during the stay:
• Cases where the incident does not objectively prevent the stay: OMO STAYS will carry out such tasks as soon as possible, hiring specialized technicians if necessary, and will inform the User of the day and time of execution. The User must vacate the apartment or room for safety reasons if required. If the User does not expressly object to or request a change of date and time within 24 hours after notification, they consent to the access at the communicated date and time.
• If the User prevents the execution of such tasks, it will be understood that they waive their completion, and the work will be performed, at OMO STAYS’s discretion, once the stay has ended, with the User waiving any claim for this reason.
• Cases where the incident objectively prevents the stay: OMO STAYS will offer relocation to another available accommodation of similar or superior characteristics; and if the User does not accept the offered relocation, the unused nights will be refunded.

Users with disabilities who require any additional service or requirement to ensure a proper stay must inform OMO STAYS of this fact prior to making the reservation.

The prices and offers presented on the OMO STAYS Website include VAT and are valid for reservations made through the Website or directly with our team. Prices are in Euros and may be subject to change without prior notice. After the reservation is confirmed, prices will not vary.

In some destinations, the competent authority requires the payment of an additional tourist tax, which must be paid to OMO STAYS at the time of check-in.

All reservations of more than 9 people will be considered a group. In such cases, the particular payment and cancellation conditions agreed with OMO STAYS, if any, shall prevail over those set forth herein.

Identification

To complete check-in and comply with the regulatory requirements applicable in Spain, Users over 14 years of age must provide OMO STAYS, among other data required under citizen security regulations, with the following:

• For European Users: National ID (DNI) or passport.
• For non-European Users: passport or residence permit.
• For citizen security purposes: a selfie to verify that the person performing the check-in matches the documentation provided.

All Users who provide the required documentation and information consent that OMO STAYS may retain it in its files for the legally required period, with OMO STAYS undertaking to comply with its duty of confidentiality. The collection and processing of this data will be carried out in accordance with the GDPR and the Spanish Organic Law on Data Protection and Digital Rights (LOPDGDD), as established in the OMO STAYS Privacy Policy.

All Users must carry their personal and family identification documents in order. In the case of persons under 14 years of age, their data shall be provided by the accompanying adult, indicating the relationship of kinship between them.

Minors under 18 years of age may not stay in the establishments without the company of an adult.

Conditions Applicable to OMO STAYS Online Check-In and Check-Out Processes

Both the check-in (arrival) and check-out (departure) procedures are carried out online at our establishments. OMO STAYS will provide 24/7 assistance (via phone and/or chat) to Users who request help completing this process.

Online Check-In Process

At OMO STAYS accommodations, check-in time is from 4:00 p.m. onwards.
OMO STAYS makes the accommodations available to Users in proper condition for use, cleanliness, and maintenance. In case of missing items or existing defects, the User has a period of 24 hours to notify OMO STAYS support. Failure to report within this period implies acceptance.

Online Check-Out Process

On the day of departure, the User will receive a reminder email to complete check-out via link or app. If the User entered personal credentials on devices in the accommodation (e.g., Smart TV), they must log out and delete their data, releasing OMO STAYS from any liability otherwise.
The standard check-out time is 12:00 p.m. on the day of departure, unless otherwise agreed in the Particular Conditions.

If the User fails to vacate the accommodation within the indicated time, OMO STAYS reserves the right to charge the User’s credit card an amount equivalent to one additional night’s stay at the applicable rate, as compensation, for each extra day not vacated.

Payment, Cancellation, No-Show, and Refund Policy

When making a reservation, the User may choose between different rates (flexible or non-refundable):

Flexible Rate -2d:
• Payment: The total amount of the reservation will be charged 48 hours before the check-in date. If payment cannot be processed and no valid alternative method is provided, the reservation will be automatically canceled.
• Cancellation/No-Show: Free cancellation up to 48 hours before check-in. After this period or in case of no-show: 100% penalty of the reservation amount (including VAT and taxes).

Flexible Rate -7d:
• Payment: The total amount of the reservation will be charged 7 calendar days before check-in. If payment cannot be processed and no valid alternative method is provided, the reservation will be automatically canceled.
• Cancellation/No-Show: Free cancellation up to 7 calendar days before check-in. After this period or in case of no-show: 100% penalty of the reservation amount (including VAT and taxes).

Flexible Rate -30d:
• Payment: The total amount of the reservation will be charged 30 calendar days before check-in. If payment cannot be processed and no valid alternative method is provided, the reservation will be automatically canceled.
• Cancellation/No-Show: Free cancellation up to 30 calendar days before check-in. After this period or in case of no-show: 100% penalty of the reservation amount (including VAT and taxes).

Non-Refundable Rate:
• Payment: The total amount will be charged at the time of confirmation. If payment cannot be processed and no valid alternative method is provided, the reservation will not be formalized.
• Cancellation/No-Show: No cancellation or modification is allowed after confirmation (including no-shows). Penalty: 100% of the stay (including VAT and taxes).

Regardless of the rate, once check-in has been completed, no cancellations or modifications will be accepted. OMO STAYS may reject, cancel, or not accept reservations when there is a technical or pricing error on the Website, lack of availability, invalid payment not corrected, indications of fraud or illegality, the User being a minor, or a history of rule violations.

Visa, Mastercard, and American Express cards are accepted. For reservations over €500 or when the cardholder does not match the User, OMO STAYS may request additional documentation. For group reservations (at least three apartments or more than 9 people), OMO STAYS may require an advance deposit, which will be refunded after verifying the proper condition of the accommodation.

Refunds: will be made using the same payment method unless otherwise agreed, with proof of ownership required.

Obligations of the Parties

Maintenance and Repairs

•In the event of unforeseen maintenance, repair, or adaptation tasks during the stay:
• OMO STAYS will carry them out with 24-hour notice indicating the scheduled day and time. The User must vacate the accommodation if necessary.
• In cases of emergency or imminent necessity, access may be carried out without prior notice, informing the User as soon as possible.
• If the incident prevents the stay, OMO STAYS will offer relocation to another accommodation of similar or superior characteristics or, if the User does not accept, a refund of the unused nights.

The User undertakes to notify OMO STAYS of any incident in their accommodation or in its furniture/facilities.

Access to the Apartment, Room, and Building

Access to the building and accommodations will be through a PIN code or digital link (and exceptionally a card or other medium). Access is provided once the reservation has been paid. For security reasons, access information is non-transferable to persons outside the reservation, and all occupants must be properly registered. Non-compliance may result in reservation cancellation and eviction.

All accommodations are equipped with fire detectors, and common areas may have security cameras, in compliance with data protection regulations. Behind the access door, there is an evacuation plan with instructions and emergency numbers, as well as a contact phone for security incidents.

Non-compliance with these obligations is essential and may result in automatic cancellation and eviction.

Quality of Service

OMO STAYS undertakes to act diligently and provide a service according to the advertised quality standards.

User Conduct

The User undertakes to use the Services in accordance with the law, morality, public order, and good customs, and not to carry out illegal activities or actions contrary to these Conditions. OMO STAYS may require the eviction of any User or companion who compromises the comfort or safety of others, without the right to a refund.

Damages caused by the User, their companions, or pets will be charged to the provided card, attaching the corresponding invoices for repair or replacement. If the accommodation is left in a state of dirt or disorder beyond normal use, OMO STAYS may charge an extra cleaning fee and, if applicable, compensation for the unavailability of the accommodation.

Prohibitions

The following actions are expressly prohibited:
• Introducing or removing furniture or carrying out works/modifications without written authorization from OMO STAYS.
• Reselling or marketing the accommodation or using it for purposes other than temporary lodging for the persons identified in the reservation.
• Registering the accommodation as a habitual or professional address.
• Sharing access credentials/codes with persons outside the reservation.
• Introducing hazardous or unsanitary substances, or causing disturbances to other users or neighbors.
• Organizing parties or playing music/noise above permitted levels.
• Smoking indoors (including enclosed balconies/terraces) or consuming illegal drugs/substances.
• Lighting candles, incense, or other fire-prone items.
• Tampering with emergency exits, cameras, extinguishers, or fire alarms.
• Installing advertising or any elements on the facades or exteriors of the establishment.
• Allowing access to unregistered persons without prior consent from OMO STAYS.

Cleaning Service

During the stay, if applicable:
• Apartment cleaning at least once every 7 nights or upon request (with additional charge), consisting of basic cleaning and maintenance tasks (restocking amenities, garbage collection, etc.), and only if neither the User nor their pet is inside the accommodation.
• Change of bed linen and delivery of towels at the start and during each scheduled cleaning.

For stays in private hotel rooms of OMO STAYS, more frequent cleaning may be applied depending on the establishment.

Animals

Booking with a pet may entail a supplement indicated during the reservation. General rules:

Pets are not allowed to relieve themselves in areas of the establishment.

Only pets in specifically authorized accommodations and with prior confirmation are allowed. Maximum of two per accommodation, unless otherwise indicated.

The User must keep the animal in hygienic and sanitary conditions and have an updated health record.

The User is responsible for damages caused by the animal to third parties or furniture.

The animal may not be left alone in the accommodation. Cleaning service will only be provided if the animal is not inside.

The animal must be on a leash in common areas (and muzzled when required by regulations). Pets are not allowed on beds or sofas, nor may they bathe in the accommodation showers.

Deposit, Luggage, and Lost Items

OMO STAYS does not accept the deposit of Users’ belongings. OMO STAYS is not responsible for damages or custody of goods in private or common areas; it will not be liable for deterioration, loss, misplacement, theft, or robbery, except in cases of willful misconduct or gross negligence.

Lost Items: found items will be kept for a maximum of TWO MONTHS from registration. The owner must describe the item, identify the accommodation, and provide their reservation number. Once verified, delivery/pick-up arrangements will be agreed upon at the owner’s expense. OMO STAYS does not guarantee the recovery of lost items.

Limitation of Liability

This document establishes the obligations and responsibilities of OMO STAYS with the User, without prejudice to the applicable Particular Conditions. There are no additional binding guarantees except those expressly mentioned and those that cannot be excluded under law. The User may not assign, transfer, or convey the contracted rights and obligations. If any provision is deemed null, the validity of the rest shall not be affected.

In the event of force majeure or other exceptional circumstances preventing the provision of the Service, OMO STAYS may accommodate the User in an equivalent category establishment, provide a service of the same nature, refund amounts, or postpone the service, subject to prior consent from the User.

Protección de datos, privacidad, propiedad iData Protection, Privacy, Intellectual Property, and Cookies Policyntelectual y política de cookies

The User accepts the policies published on the OMO STAYS Website:
• Privacy Policy
• Cookies Policy
• Legal Notice

The Website and its original content, features, and functionality are the property of AMJM Hospitality Group, S.L. and are protected by intellectual property laws.

OMO STAYS may cancel access to the website without cause or notice, which may result in the deletion of account-related information. Ownership provisions, warranty disclaimers, indemnification, and limitation of liability survive such cancellation.

The User releases OMO STAYS from liability for unauthorized access to data through cyberattacks, provided that OMO STAYS maintains reasonable security measures.

Modifications and Content of the OMO STAYS Website

No guarantee is made regarding the absence of errors in accessing the Website or in its content, nor its complete updating; however, efforts will be made to avoid, correct, or update them as soon as possible. OMO STAYS reserves the right to modify www.omostays.com unilaterally and without prior notice (content or design). If any change affects the User’s reservation, it will be communicated at the time of booking or as soon as possible.

Complaints

Any complaint will be addressed as soon as possible and may be submitted through the contact channels indicated on the OMO STAYS Website and the official complaint forms available where applicable.

Applicable Law and Jurisdiction

The relationship between OMO STAYS and the User shall be governed by current Spanish legislation, and any dispute shall be submitted to the Courts and Tribunals of Alicante, without prejudice to legally mandatory consumer jurisdictions.

Contact OMO STAYS: info@omostays.com • www.omostays.com