1. Owner and scope
These General Booking Terms and Conditions (hereinafter, the “Terms”) govern the commercial relationship between Diana Tulbure (NIE X8972390K), with registered address at Calle Adrián López Nº 10, 33111 Agüera, Teverga (Asturias), owner of the tourist accommodation operating under the trading name Hotel Balcón de Agüera (hereinafter, the “Hotel”), and the customer making a booking — whether through the website hotelaguera.com, by phone, by email or by any other means accepted by the Hotel (hereinafter, the “Customer”).
These Terms are supplemented by the Cancellation Policy, the Legal Notice and the Privacy Policy, all published on the same website.
2. Purpose of the contract
The purpose of the contract is the provision of tourist accommodation services on the Hotel’s premises, with the characteristics described in the offer itself (room type, number of occupants, check-in and check-out dates, included services).
3. Booking process
3.1. Bookings are made by selecting dates, room type and number of occupants via the website, or by contacting the Hotel directly by phone or email.
3.2. Before confirming, the Customer will receive a summary showing the total price, included services and these Terms. Finalising the booking implies full and unconditional acceptance of these Terms.
3.3. Once confirmed, the Hotel will send an email with the confirmation, the booking reference and check-in instructions.
4. Prices
4.1. Published prices are in euros (€) and include all legally applicable taxes (reduced VAT of 10% for accommodation, unless amended by law).
4.2. The price covers the services expressly stated in the confirmation (room, breakfast where applicable, Wi-Fi, parking). It does not include additional services such as laundry, transfers or optional consumption, which will be billed separately.
4.3. The Hotel reserves the right to amend its rates at any time, but amendments will not affect bookings already confirmed.
4.4. Any tourist tax that may be levied by the Principality of Asturias or the competent authority will apply at the rate in force on the date of stay.
5. Payment
5.1. At the time of booking, a deposit equivalent to one night’s stay may be requested as a guarantee. The balance will be paid on arrival at the Hotel.
5.2. Accepted payment methods are: credit or debit card (Visa, Mastercard), bank transfer and cash (up to applicable legal limits). Some cards may require 3D Secure verification.
5.3. The Hotel will issue an invoice at the Customer’s request, provided that the relevant tax details are supplied before check-out.
6. Check-in and check-out
6.1. Check-in: from 3:00 pm to 9:00 pm. For arrivals outside this window, please notify the Hotel in advance on +34 985 76 43 19.
6.2. Check-out: by 11:00 am. Late check-outs may be arranged subject to availability and, where applicable, a supplement.
6.3. At check-in, the Customer will present an official identification document (national ID, NIE or passport) for every person staying. Their details will be recorded in accordance with applicable rules on tourist accommodation and public security.
6.4. The Customer is responsible for notifying the Hotel of the correct number and identity of the people occupying the room. The Hotel may refuse accommodation to persons not included in the booking.
7. Occupancy and stay rules
7.1. Rooms are delivered in perfect condition of use, cleanliness and occupancy. The Customer undertakes to use them for their intended purpose and to comply with the internal rules of the establishment.
7.2. Smoking is prohibited in all indoor areas of the Hotel, in accordance with Spanish Law 28/2005 and its amendments.
7.3. Minors must be accompanied by a responsible adult at all times.
7.4. Pets: pets are accepted subject to prior notice at the time of booking and to the Hotel’s conditions (capacity, size, behaviour). A cleaning surcharge may apply.
7.5. Quiet hours: quiet hours are maintained between 10:00 pm and 9:00 am. The Hotel may require early departure of guests who seriously breach the rules of coexistence, with no right to refund.
8. Damages and Customer liability
The Customer will be liable for any damage caused to the Hotel’s facilities, furniture or equipment, whether wilful or negligent, and must pay the amount corresponding to repair or replacement.
9. Cancellations and changes
Booking cancellation and modification conditions are governed by the Cancellation Policy published on the website, which forms an integral part of these Terms.
10. Force majeure
Neither party will be liable for breach of these Terms where such breach is due to force majeure — events beyond the parties’ control, unforeseeable, or unavoidable even if foreseeable (natural disasters, administrative closures, prolonged utility outages, etc.).
11. Data protection
Personal data provided by the Customer will be processed with the safeguards set out in the General Data Protection Regulation (Regulation EU 2016/679) and Spanish Organic Law 3/2018, in accordance with the Hotel’s Privacy Policy.
12. Right of withdrawal
In accordance with Article 103(l) of the Consolidated Text of the Spanish General Law for the Defence of Consumers and Users, the right of withdrawal does not apply to accommodation services contracted for a specific date or period. Cancellations are governed solely by the Hotel’s Cancellation Policy.
13. Complaints and dispute resolution
13.1. The Hotel holds official complaint forms available to the Customer.
13.2. For any complaint, the Customer may write to [email protected] or by post to the Hotel’s address.
13.3. Pursuant to Regulation EU 524/2013, Customers resident in the European Union may use the European Commission’s Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.
14. Applicable law and jurisdiction
These Terms are governed by Spanish law. For the resolution of any dispute, the parties submit to the Courts of the consumer’s domicile.
Last updated: 24 April 2026.