Terms

GENERAL TERMS AND CONDITIONS FOR ONLINE RESERVATIONS ON THE TOTIARAN WEBSITE

 

Reservation Details

When making a reservation on our website, you will be asked to provide your complete personal details. Providing all requested information is mandatory to validate the legitimacy of the reservation. Only the reservation holder may modify or cancel it. The reservation holder and main guest must be over 25 years of age; otherwise, the reservation will be cancelled with no right to a refund. Reservations for groups of young people that include guests under 25 years old are not accepted. In the event of deception or falsified documentation, guests will be denied the right to stay in the reserved property on the day of arrival, without entitlement to a refund of the amounts paid. For any questions regarding this, please contact our reservations department at +34 973 644 787.

 

Payment System – Avantio Payments

Upon completing your reservation, you will be asked to link a bank card (debit or credit), even if you choose to pay by bank transfer. This card will be used for payments and for the refund of the security deposit, as well as for charging any outstanding amounts in accordance with your booking conditions.

There are two available payment methods:
• Payment by bank card (debit or credit): charges will be processed automatically on the scheduled dates, according to the applicable season (High, Mid, Low or Spring–Summer).
• Payment by bank transfer: you have a maximum of 72 hours to email proof of transfer to reservas@totiaranalquilerbaqueira.com. If the receipt is not received within that period, the reservation will be considered unpaid and will be cancelled automatically, without the right to a refund of any amounts paid to that time.

If an automatic charge fails, you will receive an email notice. If payment is not regularised within 72 hours from the time that notice is sent, the reservation will be cancelled without the right to a refund.

 

Charge Authorization

When making the reservation, you assume responsibility for the transactions and authorise Totiaran S.L. to charge any outstanding payments to your payment card. By linking your card in the reservation system, you consent to the necessary charges being processed, including additional charges for any extras purchased online during your booking. The security of your data is guaranteed by the application of SSL protocols, which ensure your card information is entered in a secure, encrypted web environment.

 

PAYMENT TERMS BY SEASON AND CANCELLATIONS

There are three payment seasons:
1) High Season (New Year period and Carnival weeks)
2) Mid and Low Season
3) Spring–Summer Season

 

1. High Season

Dates: stays from 26 December to 6 January, and from 9 February to 2 March.

Payment Terms:
• Step 1: 50% of the total amount is charged at the time of booking.
• Step 2: The remaining 50% is charged 42 days before the arrival date.

High Season Cancellation Policy: You may cancel up to 42 days before the arrival date and the total amount paid will be refunded, minus 3% corresponding to payment transmission fees. Refunds will be processed within 5 business days to the same card used for payment.

 

2. Other Seasons

Dates: Mid, Low and Spring–Summer seasons.
Spring–Summer Season: from 7 April 2026 to 20 November 2026.

Payment Terms:
• Step 1: 25% of the total amount is charged at the time of booking.
• Step 2: An additional 35% is charged 45 days before the arrival date.
• Step 3: The remaining 40% is charged 16 days before the arrival date.

Cancellation Policy: In Mid, Low and Spring seasons you may cancel up to 15 days before the arrival date. In all cases, the total amount paid will be refunded, minus 3% corresponding to payment transmission fees. Refunds will be processed within 5 business days to the same card used for payment.

 

3. Mixed Stay Dates

If your reservation includes dates that fall into different seasons, the payment policy corresponding to the higher of the two seasons will apply. Example: if your stay begins in Mid or Low season and ends in High season, the High Season payment and cancellation policy will apply.

 

RESERVATION STATUS

• Confirmed Reservation: once the booking is made, the system automatically charges the first payment and you will immediately receive a confirmation email with your booking reference number.
• Paid Reservation: when all payments have been made.
• Cancelled Reservation: the system may cancel a reservation due to non-payment. You may always request cancellation by email at reservas@totiaranalquilerbaqueira.com.

Grace Period: you have a grace period of exactly 24 hours from the time the reservation is made to cancel without penalty. If you wish to cancel within this period, simply email reservas@totiaranalquilerbaqueira.com and 100% of the amount paid will be refunded via the same payment method. During this period, the system may also cancel your reservation automatically if a processing error is detected.

Payment Methods: the system only accepts payments made by credit or debit cards through the Avantio Payments online gateway (Amex, prepaid cards and cards with dynamic numbering are not accepted). If a payment attempt fails, you may contact our offices at +34 973 64 47 87 and our reservations team will send you a link to our virtual POS. Payment by bank transfer is accepted; to confirm reservations paid by transfer, you must email proof of payment to reservas@totiaranalquilerbaqueira.com.

Security Deposit: all reservations require a security deposit whose amount depends on the property rented. Credit or debit card details are required to hold the deposit (Amex, prepaid cards and cards with dynamic numbering are not accepted). The refund may be made up to 10 days after your departure. These deadlines run from the moment you return the keys at our offices and/or notify your departure.

 

MODIFICATIONS

Accommodation Changes: once the reservation has been confirmed, accommodation changes at the client’s initiative are not permitted, regardless of the reason. A change of accommodation will only be considered in the event of cancellation by Totiaran due to force majeure or exceptional circumstances that prevent the reserved accommodation from being provided. In such a case, Totiaran will offer an alternative of equal or higher category, subject to availability, at no additional cost to the client.

Extension of Stay: you may request an increase in the number of nights, subject to date availability on the calendar.

No-Show: if you do not arrive on the check-in date, the total rental amount, including extras, will be charged as a penalty. This policy applies to all seasons. No returns or refunds are permitted.

Cancellation Requests: must be made solely by email by replying to the booking confirmation email at reservas@totiaranalquilerbaqueira.com.

Cancellations by Totiaran: Totiaran reserves the right to cancel your reservation at least 60 days prior to the arrival date. In such a case, the customer will be notified and 100% of the amount charged will be refunded within 5 business days. If the reason for cancellation is that the customer does not meet the booking conditions and is outside the free-cancellation period, the total amount paid will be charged (e.g., group reservation of young people made by someone under 25).

Cancellations Not Accepted: cancellations will not be accepted due to weather conditions; illness and/or accidents; or any other circumstance not contemplated in our policies.

TOTIARAN recommends taking out personal travel cancellation insurance, or purchasing it at the time of booking directly on our website. Any cancellation, including those caused by force majeure, is subject to the cancellation policy set out herein.

If, after receiving the confirmation email, the reserved accommodation is not available due to force majeure (breakdowns, damage or other circumstances), Totiaran undertakes to offer alternative accommodation with similar features and price in the closest available building. If the customer rejects this option, they may cancel their reservation without penalty and Totiaran will refund 100% of the amount paid.

 

PENALTIES DEDUCTIBLE FROM THE SECURITY DEPOSIT

The full list of House Rules and Terms of Use can be found in your Guest Intranet under “View Your Booking”. By making a reservation, you agree to follow the rules applicable to your accommodation. Any breakage, burn or damage affecting the furnishings caused by the customer during the stay will be deducted from the deposit.

Departure from the accommodation: you must leave the property tidy. Do not leave dishes and pots in the sink or oven; load everything into the dishwasher. Do not leave rubbish bags inside; otherwise, extra cleaning hours will be deducted from the deposit.

The check-out time is always 11:00 a.m. Please return all sets of keys to the office at that time. If any key is not returned on time, a €100 penalty will be applied and deducted from the deposit.

If you leave the property later, between 12:00 and 15:00, the corresponding late check-out fee will be deducted from the deposit. If you leave after 15:00, an extra night will be charged. To avoid incidents, contact +34 973 644 787.

If you lose or fail to return a parking card or a ski-bus card, €25 will be deducted for each one. If you lose or fail to return a set of accommodation keys, €70 will be deducted per set. Do not leave keys inserted in the door cylinders, as the tenant will be responsible for any broken keys or damage to the lock, and the corresponding repair amount will be charged against the deposit. If you lose or fail to return a ski locker key, €20 will be deducted per key. Please take care of the keys and return them at the office.

Pets: bringing a dog or any other animal into the tourist accommodation without Totiaran’s prior approval is strictly penalised. If you do so, it will be considered a breach of the rules and you will forfeit 100% of your deposit. In addition, if the animal damages furnishings (e.g., urinates on a rug), an additional charge of up to €2,500 will apply for the damage caused.

Incident Reporting upon Arrival (see SWIKLY conditions): upon arrival at the accommodation, you have 24 hours to report any imperfection or incident you find. This must be done via WhatsApp at +34 609 334 226, attaching a photo. It is essential that any issue be reported within these first hours; otherwise, the damage found will be attributed to you. If, upon your departure, any breakage or damage is detected, you will receive an email with a photo of the incident and the corresponding amount will be automatically deducted from the deposit.

Please respect the House Rules to avoid incidents and any penalties.

 

ONLINE CHECK-IN AND ENTRY TO THE PROPERTY

Online Check-In: once your booking is made, you will receive a confirmation email with access to the “Guest Intranet”. Authorities require all guests on the booking to be registered and to upload ID details (DNI for Spaniards) and/or passports (for foreigners). Any person not registered will not be covered by the accommodation insurance. Please follow this process to avoid long waits upon arrival. For questions about the check-in process, contact +34 973 644 787.

Rules of Use and Location: within the Guest Intranet you will find all the “House Rules”. Please follow them strictly. You can also access the location of the accommodation via a web link containing the Google Maps location.

Check-In and Check-Out Times: check-in is between 17:00 and 21:00. Totiaran will hand over the keys within this time window, but we never guarantee an exact time, as it depends on the season of your booking. Check-out is at 11:00.

Key Collection and Return: keys must ALWAYS be collected at Totiaran’s offices and must be returned at the same place. For accommodation located in villages outside Baqueira, please notify +34 973 64 47 87 if you are going to leave the keys inside the property. This is not always possible; therefore, please contact us in advance.

Key Collection Outside Office Hours: if you need to collect keys outside office hours, you must notify us before your arrival during office hours to receive WhatsApp instructions on where to collect the keys. At our Baqueira office we have mailboxes with electronic locks where we will leave the instructions to reach the accommodation along with the keys.

IMPORTANT NOTE: we are not responsible for any incident that may arise from your arrival at the accommodation after 23:00. In case of need, you will be attended by a person over the phone, not an answering machine.

 

ONLINE EXTRA PURCHASES

You can purchase extras at the time of booking and also from your Guest Extranet.

Available extras include: Firewood Pack; Late Check-Out service (on request); Daily Cleaning request (on request); Extra Parking + Locker in Val de Ruda (on request); Breakfast Pack; Baby Cot; High Chair; Hamper with local products.

All extras are subject to availability and will always be confirmed by email.

Late check-out fees: from 11:00 to 13:00: €50 / from 13:00 to 15:00: €90. After 15:00, one extra night will be charged. Any late check-out must ALWAYS be approved by Totiaran.

You may cancel purchased services up to 24 hours before your arrival date. After this time, no refunds or cancellations are accepted. Please respect these rules to avoid incidents.

Ski Equipment Rental: provided you have accommodation booked at www.totiaranalquilerbaqueira.com, you can enjoy a 25% discount on equipment rental at our Toti Ski Urgent shop. If you purchase a ski rental set for a certain number of days, changes will not be allowed, nor refunds for unused days. If you wish to cancel your purchase, you may do so up to one day before the start of the rental. After this period, no refunds will be issued.

Ski Lessons: classes and courses with Era Escola have a 10% discount when booked through Totiaran. Cancellations will only be accepted if requested at least 48 hours before the service date.

IMPORTANT NOTE: if the Baqueira-Beret ski resort does not open, we will refund your payments. This does not apply if it closes for a short period during your stay due to force majeure or weather conditions.