Legal
Cancellations and payments
Last updated: 06/06/2026
1. Cancellation policy
Unless a different policy is expressly stated during the booking process, bookings made directly through tusereno.es are subject to the following cancellation policy:
| When you cancel | Refund |
|---|---|
| More than 15 days before arrival | 100% of the amount paid |
| Between 7 and 15 days before arrival | 50% of the total booking amount withheld |
| 7 days or less before arrival | No refund |
| No-show | No refund |
| Booking made in error (within the following 24 hours, provided at least 14 days remain) | 100% of the amount paid |
Once the stay has begun, refunds will not generally be given for early departures, changes of dates, a reduction in the number of nights or circumstances beyond Sereno’s control. Sereno may nonetheless consider exceptional situations on a case-by-case basis.
The specific policy applying to each booking will be shown before payment is completed and will form part of the confirmed booking.
2. Payment schedule
Payment for the booking is made securely by bank card through Stripe. Depending on how far in advance you book, payment is divided into one or more instalments:
Bookings made more than 15 days in advance
- 20% on confirming the booking.
- A further 30% 15 days before arrival.
- The remaining 50% 7 days before arrival.
Bookings made between 7 and 15 days before arrival
- 50% on confirming the booking.
- The remaining 50% 7 days before arrival.
Bookings made 7 days or less in advance
- 100% of the total amount at the time of confirming the booking.
The booking will not be confirmed until the first required payment has been made successfully. Sereno may cancel the booking if any of the scheduled payments is not completed and the guest does not put matters right within the period indicated.