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General conditions

General conditions

CANCELLATION OF CONTRACT BY THE CLIENT WITH DIRECT BOOKING THROUGH ISLA CANELA TOURS AND SERVICES, S.L. (WEBSITE, PHONE, EMAIL OR OTHER)

All bookings that are to be cancelled must be communicated via email to reservas@homaholidays.es with the following information:

  • Booking reference number

  • Name

In the event of cancellation, the following conditions will apply:

GENERAL CANCELLATION TERMS AND CONDITIONS WITH ISLA CANELA TOURS AND SERVICES, S.L.

- From 01/01 to 30/06 and from 01/09 to 31/12:

  • Cancellation more than 15 days in advance: If the cancellation is made more than 15 days before the check-in date, 100% of the rental prepayment will be refunded.

  • Cancellation less than 15 days in advance: If the cancellation is made 14 days or less before the check-in date, 100% of the rental prepayment will be charged as a penalty.

- From 01/07 to 31/08:

  • Cancellation more than 30 days in advance: If the cancellation is made more than 30 days before the check-in date, 100% of the rental prepayment will be refunded.

  • Cancellation less than 30 days in advance: If the cancellation is made 29 days or less before the check-in date, 100% of the rental prepayment will be charged as a penalty.

NO-SHOW:
In the case of a no-show, the client will forfeit 100% of the rental amount.

WITHDRAWAL FROM SERVICES:
No refunds will be made if the client voluntarily withdraws from the services before the end of the stay.

MODIFICATIONS TO THE CONTRACT BY ISLA CANELA TOURS AND SERVICES, S.L.

In the event that, due to unforeseen circumstances not attributable to the company, the accommodation cannot be occupied, the company will provide the client with alternative accommodation of equal or superior characteristics without reimbursement by either party.

CUSTOMER SERVICE

The customer may use the contact channels indicated on the home page to submit any enquiry, complaint, or claim. Isla Canela Tours will assign an identification code to each request and provide a written acknowledgment (on a durable medium) that records the content, date, and time of receipt. The customer may easily track the status of their case using this identification code.

In accordance with Law 10/2025, customers have the right to request and receive personalized human assistance in real time. The exclusive use of automated response systems for handling incidents or complaints is prohibited.

Resolution Period: Enquiries, complaints, or claims will be resolved as quickly as possible and, in any case, within a maximum period of 15 days from submission. The response will always be reasoned and will be communicated through the same channel used by the customer, unless the customer chooses another available channel.

The reviews displayed on our Huelva Holiday platform are linked exclusively to confirmed bookings and completed stays. Isla Canela Tours guarantees that such reviews originate from consumers who have genuinely used the service, processing them through the Avantio PMS to ensure authenticity and transparency.

If the resolution of a complaint is not satisfactory, customers are informed of the possibility of using accredited alternative consumer dispute resolution mechanisms.

REVIEWS

ISLA CANELA TOURS, through its Huelva Holiday portal, provides access to user opinions and reviews regarding the contracted accommodation, guaranteeing that all reviews published on its platform have been submitted by genuine customers who have actually used the accommodation service. This is ensured through a verification process in which the review system is automated via the Avantio PMS.

Invitations to review a stay are sent only after an actual check-in has been recorded, and each review is uniquely linked to the customer's booking reference, preventing the publication of anonymous reviews or reviews unrelated to a confirmed reservation.

Reviews used for commercial or promotional purposes on the website shall refer to stays enjoyed within the thirty calendar days prior to their publication date, thereby ensuring that the information reflects recent and up-to-date experiences.

ISLA CANELA TOURS reserves the right to respond to reviews through the same channel.

Likewise, the company may request the removal of any reviews that can be reliably demonstrated to be misleading or not originating from genuine consumers.