General conditions

IMPORTANT NOTE - If Baqueira ski Station close, we will refund your payments deducting the 3% of transaction fee.


  1. When making the reservation on our website, the system will ask you for your complete information, you must provide all of them to validate that it is a legitimate reservation and that the owner is the one who can modify and cancel the reservation. The Holder of the reservation must be over 25 years old, otherwise the reservation will be canceled at any time.
  2. Avantio Payments - payment system: When making the reservation, the system asks for a payment card to link it to your reservation. The pending payments that your reservation requires will be charged to this Card. Depending on the season (High, Regular, or Spring-Summer) payments will be automatically charged on the dates according to season. In any situation of non-payment, the system will send you an email to remind you.
  3. Authorization of charges on the linked payment card: When making the reservation you automatically authorize Totiaran S.L. to make the charges of pending payments to your payment card and you give full agreement with your bank and/or payment entity, that by linking your card in the reservation system, you give full consent that pending payments be charged. ; in addition to charging you any extra you buy online, in your reservation.

Payment Rules According to Season and Cancellations

There are 3 seasons for payments: In Winter: 1) High 2) Regular & 3) Spring-Summer


  1. High Season: For stays from December 26 to January 06. From February 05 to February 28.
    The system will charge you:
    Step 1: 50% when booking
    Step 2: 50% balance: 30 days prior arrival date
    Cancellations in the High season: Up to 42 days before your arrival you can cancel and the total amount paid will be refunded, discounting the 3% of the payment transmission rates. Refunds are made within 5 business days, to the same card with which you paid.

2. Regular  & Spring-Summer Season: All dates of stay outside the winter High season

The system will charge you:
Step 1: 25% when booking
Step 2: 35% 20 days before your arrival on
Step 3: 40% On the day of your arrival
Cancellations in Regular Season: Up to 15 days before your arrival in winter time not in high season and 5 days before arrival in the summer time,  you can cancel and the total amount paid will be refunded, discounting the 3% of the payment transmission rates. Refunds are made within 5 business days, to the same card with which you paid.

3. Spring - Summer Season: From June 1 to September 30.

They are the same as those for the Regular Season.


4. Dates of mixed stay: If your reservation has dates of both seasons, the payment policy will apply on the start date.

5. Reservation Status

  1. Reservations on request: When you choose dates and they are not available, the website allows you to send an email  to request availability. Totiaran will respond to you as soon as possible. This is not  a confirmation status. this is only a request.

  2. Confirmed Reservation: When you make the reservation, the system automatically charges the first payment and you will immediately receive a confirmation email with your locator number.

  3. Paid Reserve: When all payments have been issued.

  4. Canceled Reservation: This system can cancel a reservation due to non-payment. You can always request the cancellation of your reservation via email.

**  Grace Period: In the first 24 hours sharp, if you have made your reservation if you want to cancel it, you can do so; You just have to send an email and 100% of the reservation will be returned in the same payment channel. In this period, the system could also cancel your reservation if it has been accepted by mistake.

 6. Payment methods: The system only allows payments with a Credit / Debit payment card in the Avantio Payments online payment gateway (Amex is not accepted). If the system has faults, you can always call the offices +34.973 64 47 87 to be able to give a card and charge you through our physical POS, or via online virtual POS.

  7. Security Deposit: Any reservation implies the payment of a security deposit. The deposit will always be paid by credit card, with the last payment. The refund of the deposit will be made from 72 hours from the day of departure. In case of reserving a house, from the 4th. day. The times are always from when you return the keys to the offices and / or notify us of your departure.


8. Accommodation: They are not allowed, except for cancellation by Totiaran. It is not allowed to change accommodation.

9. Increase the number of nights: You can request it, it will depend on the dates available in the calendar.

10. Eliminate a number of nights: Only 42 days in advance and will depend on the minimum stay rule. Please take this into account.

11. CREDIT BONUS: Totiaran may give these bonuses under special circumstances by the General Director

12. Cancellation requests must always be requested via email.

13. Cancellations by Totiaran: With a minimum of 60 days of your arrival date, Totiaran may cancel your reservation, notify the client, and refund 100% of the amount charged.

14. Cancellations due to weather conditions or illness or any circumstance are not accepted. It is recommended to take out travel cancellation insurance. Any cancellations, such as those caused by force majeure, will be subject to our clear and simple cancellation policy mentioned here.

15. After receiving the confirmation email, if due to force majeure the home is not suitable (Breakdowns, damage to the accommodation, or any other) and the reserved accommodation cannot be offered, TOTIARAN undertakes to offer another of the same features and price in the closest available building. If the client rejects this option, they can cancel their reservation without any penalty and Totiaran will refund 100% of the amount paid.


  1. The complete list of house rules are inside your guest intranet. Please check all details to avoid any incidents.
  2. If you lose or do not return a parking card, €50 is deducted for each one.
  3. If you lose or do not return a set of keys to the accommodation, you will be deducted € 70 per set.
  4. If you lose or do not return keys from a locker, €50 will be deducted. If you lose or do not return a Pleta de Nheu guide card, €50 will be deducted for each missing card.  Please do not leave the keys hanging in the door lock because it will be the tenant's responsibility if they break or damage the door.
  5. Bringing a dog or any animal to the property you rented without the prior approval of Totiaran is penalized. If you bring one, you will be breaking the rules and will lose 100% of your deposit. We kindly ask you to avoid incidents.
  6. Upon arrival at the house, during the first 24 hours, you must report any imperfection/incident that you find, by phone or by Whatsapp (with photo) to be able to go immediately to solve it. If you leave we find a breakage, an email will be sent with the photo of the incident and it will be automatically deducted from the deposit.

Please avoid incidents and respect the proper use of the house to avoid any penalty.


1. When making the reservation, you will receive a confirmation email where you will find access to the "Guest Intranet" where you must register and then insert all the data of the DNIs for Spanish and/or passports for non-EU citizens; of each of the members of the reserve. It is mandatory to check-in online on the Guest's Intranet, otherwise, you will be automatically penalized with € 50 of the deposit. Due to the circumstances of the pandemic, please check-in online.

2. Inside the Guest Intranet you will find all the "Hiuser ules of use". Make sure to follow them strictly. You will also see the LOCATION of the accommodation, it is a web link that contains the google maps location.

3. The entrance to the accommodation is from 17:00. Departure is at 11:00 hrs.

4. Key collection: You should always collect them at the Totiaran offices. The return will always be at the offices except for the accommodation located in the towns of: Tredos, Arties, Unha, Salardú, Bagergue, Gessa, and Vielha, where you must notify that you leave the keys inside the house.  If you don't return the keys before 11am. The late check-out amount will be automatically deducted from the deposit. We ask to avoid incidents.

5. Key collection out of hours: If you collect the keys after office hours, you must notify us at least 3 hours in advance to send you the directions by WhatsApp on where to pick up the envelope in our mailbox next to the office door.



  1. You can buy any extras at the time of booking and also within your Guest Extranet.

  2. The purchase of the Firewood Pack, Late Check-out service, and daily cleaning requests, are subject to availability and will be confirmed via email.

  3. You can cancel the purchase of services only up to 24 hours before your arrival date, after this time refunds or cancellations are not allowed. Please respect these rules to avoid incidents.

  4. Ski equipment rental purchases: You always have a 25% discount on the rental of any type of ski equipment at our Totirent Ski urgent store.

    If you buy a ski rental set for a number of days, no changes or refunds are allowed for unused days. If you want to cancel your purchase, you can do so up to one day before. Everything will be returned to you. After this time refunds are not allowed.

  5. Ski courses: When making the purchase online Totiaran processes its schedules and tickets and then sends them via email. The courses have a 10% discount for booking with Totiaran. Cancellations are only admitted 48 hours before the date of service.