Terms of Use & Conditions

Terms and conditions Palma Coliving:

1. Booking Confirmation and Payment
   Due to our limited seats and high number of requests, you must confirm a full payment in advance to block your room.
2. Check-In and Check-Out
   • Check-In: Standard check-in time is from 14:00 unless arranged otherwise. 
   • Check-Out: The standard check-out time is max at 12:00. Let us know in case you need a late check-out. 
3. Early Departures
   No refund is provided for early departures unless due to a critical issue with the coliving space (details below).

Use of Facilities

Clients are entitled to use shared facilities such as kitchens, coworking spaces, lounges, and terraces.

Damages: A €150 damage and repairs deposit is required at the check-in and will be refunded at checkout time. Please ensure you have a valid credit card for this purpose. Any damage caused to the property or its contents by the client will be assessed, and repair or replacement costs will be deducted from the deposit.

Pet Policy: Currently, Casa Turull, Villa Huerta Valencia, and Villa Armadans are our pet-friendly coliving spaces (with pets allowed in designated areas). If you’re planning to bring a dog, please note that availability must be confirmed in advance by our management team to ensure the right room is available. If you have any allergies or concerns about pets, feel free to let us know so we can make sure your stay is as comfortable as possible. Maximum weight: 15 kilos.

Storage: Clients are responsible for securing their personal belongings. Palma Coliving is not liable for lost or stolen items.

House Rules

• Behavior: Clients must respect other residents, staff, and property. Harassment, violence, or disruptive behavior will result in immediate eviction without a refund.
• Cleanliness: Clients are expected to clean up after themselves in shared spaces and respect the community guidelines. Please note that we have a House facilitator on-site to coordinate check-ins, check-outs, and activities, but this person is not responsible for cleaning, kitchen upkeep, or other household tasks. We provide cleaning services a few times per week in common areas + once per week in your room to maintain basic cleanliness and order, but daily tidying and upkeep are the responsibility of our guests to ensure a positive community atmosphere and harmonious living experience.
• Quiet Hours: Quiet hours are enforced from 22:00 to 08:00 to ensure a comfortable environment for all residents. We have designated some “quiet areas” in the residence that must be respected to ensure a smooth coliving experience. 
• Smoking and Alcohol: Smoking is non-permitted inside, only in designated areas outside. Excessive alcohol consumption or use of illegal substances is strictly prohibited.

Termination of Stay

Palma Coliving reserves the right to terminate a stay without refund if:

• The client violates house rules or terms of service.
• The client engages in illegal activities or endangers the safety of others.

Guest Policy

• Clients may invite external guests to the coworking space during visiting hours, subject to prior authorization from our House facilitator on-site
• Overnight guests are not permitted without prior approval: if you want to share your room with a +1, we charge your monthly invoice a +50% price per night or a +30% price per night if staying during the full stay. 
• Clients are responsible for the behavior and actions of their guests.

Changes to Booking

• Room Changes: Requests for room changes will be accommodated based on availability and may incur an additional fee. This request should be directed to the House Manager or our Booking Team at booking@palmacoliving.co
• Extensions: Clients wishing to extend their stay must notify the coliving provider in advance. Extensions are subject to availability and prevailing rates. This request should be directed to the House Manager or our Booking Team at booking@palmacoliving.co

Privacy and Data Protection

The client’s personal data will be handled in compliance with applicable privacy laws. Data collected during the booking process will only be used for the purpose of managing the stay and improving services. We are NEVER sharing your data outside of Palma Coliving team unless we have your prior authorization.

Liability

Palma Coliving is not responsible for:

• Loss, theft, or damage to personal belongings unless due to proven negligence.
• Injuries or accidents resulting from improper use of facilities by the client or third parties.
• Palma Coliving’s liability is limited to the total amount paid for the booking.

Dispute Resolution

Any disputes arising from the stay will first be addressed through direct communication with our House facilitator on-site. If unresolved, disputes may be mediated through the management team or a neutral third party.

Reporting Issues

Notification: Clients are required to report any issues promptly through our on-site House Facilitator. If no immediate response is available, please use one of the following channels:

• Email: booking@palmacoliving.co
• Palma Coliving Booking Team: +34619823747 ( text us via WhatsApp), available from Monday to Friday from 9 AM to 6 PM CET.

Outside Working Hours:
In case of urgent issues outside of the staff working hours, please ensure your safety first and report the issue as soon as possible through the email provided above. If the situation is critical (e.g., affecting safety or essential services), you may contact local emergency services or a trusted service provider and notify us immediately after taking the necessary steps.

Details Required:
The report should include a description of the issue, its location, and any relevant supporting materials (photos, videos, or witness statements).

Timing: Issues should be reported within 24 hours of their occurrence to ensure a timely resolution.

Response Time: Our House facilitator on-site will acknowledge all reported issues within 24 hours. Resolution or initial action will be provided by the management within 48 to 72 hours, depending on the complexity of the issue.

Booking Compensation Policy

1. General  Voucher Conditions

Cancellation & Payment Policy – Voucher-Based

To secure your spot, full payment is required in advance due to our limited availability and high demand.

We understand that plans can change, so we’ve updated our cancellation policy to offer greater flexibility through credit-based solutions:

• Cancellations made at least 14 days before check-in will receive a 100% voucher of the total booking amount, valid for 12 months, which can be used toward any future stay at any of our locations.

• Cancellations made less than 14 days before check-in are non-refundable, and no voucher will be issued unless under special circumstances (e.g. medical emergency or force majeure), in which case we may offer a partial voucher credit at our discretion.

By confirming your booking, you acknowledge and accept responsibility for the full reservation amount in the event of a late cancellation or no-show.

We believe this approach allows us to continue supporting all guests fairly while keeping our community-based model sustainable.

1. Cancellations by Palma Coliving
   If Palma Coliving has to cancel your booking due to unforeseen circumstances, you will receive a full voucher or the option to rebook for another date (voucher).
2. Force Majeure
   Up to 50% voucher or date changes will be provided in case of events such as natural disasters or government-imposed restrictions.

Room Issue Voucher

1. General Room Issues
   In the event of maintenance issues (e.g., A/C breakdown, plumbing issues, etc.), we aim to resolve them as quickly as possible. If the issue is not resolved within 48 hours, we will offer a to compensation for the inconvenience.

How Compensation Works

Compensation is based on the proportion of time affected during your stay. Instead of applying percentage-based monetary discounts, we issue free night vouchers using a clear scaling model.

Voucher Compensation Policy

At Palma Coliving, we strive to offer an exceptional experience to all our guests. However, we understand that from time to time, unforeseen issues may arise. When this happens, we aim to respond quickly and fairly. Instead of monetary refunds, we offer vouchers as a form of compensation, which can be applied toward future stays at any of our locations.

🔧 25% Compensation Tier – Minor Service Disruptions

This applies to issues such as:

• Unstable or non-functioning Wi-Fi

• Temporary service outages (e.g. water, electricity)

• Minor facility issues (e.g. broken furniture, shared appliances)

• Unresolved noise complaints

Compensation Structure:

• 1–4 nights affected → 1 free night voucher

• 5–8 nights affected → 2 free night vouchers

• 9–12 nights affected → 3 free night vouchers

• and so on…

🚿 50% Compensation Tier – Major Utility Failures

Applies to more serious issues such as:

• Broken air conditioning or heating in your private bedroom

• Plumbing failures (e.g. leaks, blocked drains)

• Private Shower or toilet out of service (for shared bathroom, we always have a couple of them in each coliving to ensure we are not running out of option)

• Pool, sauna , jacuzzi or  key facility unusable for extended periods

Compensation Structure:

• 1–4 nights affected → 2 free night vouchers

• 5–8 nights affected → 4 free night vouchers

• 9–12 nights affected → 6 free night vouchers

• and so on…

🧾 Voucher Terms

• Vouchers are valid for 2 years from the date of issue

• No blackout dates apply

• Vouchers are fully transferable and can be used at any Palma Coliving location

• Vouchers must be requested and approved by the management team during or immediately after the affected stay.

If you’re experiencing any issues during your stay, please notify our team as soon as possible so we can address them and, if needed, apply the appropriate compensation.

Community Support & House Maintenance Policy

At Palma Coliving, community and communication are at the heart of everything we do. Our homes are lived in year-round, and while we are fully committed to maintaining them to the highest standards, unexpected issues can occasionally arise.

We kindly ask our guests to approach such moments with understanding and calm. Please know that we always do our utmost to resolve any situation as quickly and efficiently as possible. In some cases, where properties are not directly owned by us, certain repairs may require external approval, which can lead to unforeseen delays.

We deeply appreciate your patience and support as part of our community, especially during those rare moments when things don’t go as planned. Together, we make Palma Coliving a better place to live.

Extended Issues and Guest Conduct

If a major problem continues for more than 72 hours and no suitable alternative such as a room change or relocation can be arranged, compensation will be reviewed individually. We will determine the voucher value based on the length and impact of the issue.

Regarding Guest Conduct
We value all guest feedback and take public reviews seriously. However, compensation cannot be negotiated through the threat of negative reviews. If this occurs, it will be referred to management for direct resolution.

It is also important to note that how compensation is communicated matters just as much as the compensation itself. Guests respond more positively when compensation is offered with sincerity, a smile, and genuine intent to resolve the problem, rather than indifference or formality.

Voucher Policy Limit

To maintain fairness and service sustainability, compensation is limited to a maximum of 15 free nights per stay

Policy Amendments

Palma Coliving may update or amend this policy at any time. Guests will be informed in advance of any significant changes.