Terms and conditions

Sereno Tech S.L. is a company that provides technology, commercial and operational services connected with the management and marketing of holiday accommodation.

Depending on the property and the applicable contract, Sereno may act as:

1. The operator of the accommodation, where Sereno markets and provides the accommodation service directly to the guest.
2. Manager or intermediary, where Sereno handles the marketing, customer service, payment collection or operational coordination of accommodation owned by a third party.
3. A booking channel or own platform, where the website allows bookings to be requested or completed for the accommodation available.

The particular capacity in which Sereno acts, the owner or operator of the accommodation and the applicable tax documentation may be stated in the property listing, during the booking process, in the booking confirmation or on the corresponding invoice or receipt.

Through the website, users may, among other things:

• Browse the accommodation available.
• Review features, photographs, approximate location, services and conditions.
• Request information.
• Make bookings, where the feature is enabled.
• Manage booking payments.
• Contact the Sereno team.
• Access information for owners interested in working with Sereno.

Users undertake to:

• Be of legal age and have sufficient legal capacity to enter into a contract.
• Provide truthful, complete and up-to-date details.
• Refrain from making false, fraudulent or speculative bookings.
• Refrain from using the website for unlawful or abusive purposes, or purposes contrary to good faith.
• Refrain from interfering with the operation of the website or attempting to access systems, data or accounts without authorisation.
• Respect the intellectual and industrial property rights of Sereno and of third parties.

Sereno may suspend, block or cancel access or a booking where it finds reasonable indications of fraud, improper use, breach of these terms, an inability to verify identity, or breach of the applicable rules.

Each property listing may include, among other details:

• The name or reference of the accommodation.
• Location or area.
• Maximum occupancy.
• Number of bedrooms and bathrooms.
• Services included.
• Photographs.
• The main house rules.
• Price, availability and booking conditions.
• Tourism registration code, where applicable.
• Número de Registro Único de Arrendamiento (single rental registry number), where applicable.

Sereno endeavours to keep the information up to date, but changes may occur owing to maintenance, replacement of furniture, improvements, technical incidents, regulatory updates or occasional errors.

In the event of a manifest error in the price, availability or essential features, Sereno may contact the user to correct the information and offer the option of keeping the corrected booking, changing it, or cancelling it with a refund of the amounts paid where appropriate.

Unless stated otherwise during the booking process, in order to make a booking the user must:

1. Select the accommodation, the dates and the number of guests.
2. Review the price, the conditions, the cancellation policy and the applicable house rules.
3. Provide the details requested.
4. Make the payment required, which may be a deposit, a partial payment or payment in full.
5. Receive the booking confirmation by email or another durable medium.

The booking is treated as made once Sereno expressly confirms it. Simply sending a request or a form, or attempting a payment, does not guarantee the booking in the absence of a confirmation.

Sereno may reject or cancel booking requests where:

• There is no actual availability.
• There are technical errors or synchronisation errors with external channels.
• The payment required is not completed.
• The necessary information is not provided.
• There are indications of fraud or breach.
• The booking would breach the house rules, the maximum occupancy, legal restrictions or specific conditions.

Prices are shown in euros and include applicable taxes where relevant. During the booking process you will be told the total price or, where applicable, the items that must be paid separately.

The amount payable when confirming the booking varies according to how far in advance the booking is made. Full details of the payment schedule are set out on the Cancellations and payments page. If the initial payment is not completed successfully, the booking may not be confirmed.

Online payments are processed through Stripe, a secure external payment provider. Sereno does not store full bank card details.

If payment is not completed successfully, the booking may not be confirmed.

The applicable cancellation policy is the one published on the Cancellations page and/or the one stated specifically during the booking process, in the property listing or in the booking confirmation.

In the event of a discrepancy, the specific condition accepted at the time of booking shall prevail, provided that it complies with the applicable rules.

Requests to change dates, accommodation, the number of guests or the conditions are subject to availability, the price in force and acceptance by Sereno or by the relevant owner or operator.

Refunds, where due, are normally made through the same payment method used, unless another valid method is agreed. The actual timescales may depend on the bank or payment provider.

Under consumer protection law, the right of withdrawal does not generally apply to the supply of accommodation services for purposes other than as a residence where the contract provides for a specific date or period of performance.

Cancellations of holiday accommodation bookings are therefore governed by the cancellation policy applicable to each booking, without prejudice to the rights consumers have by law.

In order to access the accommodation, the user and those accompanying them must provide the information necessary to comply with the applicable rules on accommodation, identification and the traveller register.

Sereno or the owner or operator may request the legally required details before arrival, during check-in, or through online check-in tools.

A refusal to provide compulsory details, details that prove untrue, or an inability to verify identity where this is necessary may prevent access to the accommodation or lead to the cancellation of the booking, without prejudice to any amounts that may be due under the applicable cancellation policy.

The person who made the booking is responsible for ensuring that everyone staying respects the house rules, the rules on neighbourly conduct, the applicable tourism legislation and any reasonable instructions given by Sereno or by the owner or operator.

Unless expressly authorised, it is not permitted to:

• Exceed the maximum occupancy of the accommodation.
• Hold parties, events or disruptive activities.
• Accommodate people not included in the booking.
• Cause noise, nuisance or damage.
• Bring pets where the accommodation does not accept them.
• Smoke indoors where this is prohibited.
• Carry out unlawful activities or activities contrary to the normal use of holiday accommodation.
• Tamper with fittings, locks, devices, utilities or safety equipment.

A serious breach of the rules may result in the early termination of the stay, eviction in accordance with the applicable rules, a claim for damages and, where appropriate, a report to the competent authorities.

Some properties may require a deposit, a security deposit, a card pre-authorisation or an equivalent guarantee. Where this applies, you will be told before or during the booking process.

The person who made the booking is liable for damage, breakages, losses, breaches, extraordinary cleaning, the loss of keys, remote controls or access cards, and costs arising from improper use of the accommodation attributable to those staying.

Any additional charge must be justified and notified reasonably, without prejudice to consumer rights.

Users must report any significant problem arising during the stay to Sereno as soon as possible, so that it can be looked into and, where appropriate, resolved.

Sereno will act reasonably to deal with problems relating to maintenance, cleaning, access, utilities and other operational matters. Some action may depend on third parties, the availability of technicians, residents’ associations, public authorities or causes outside the direct control of Sereno.

Failing to report a problem during the stay may make it harder to verify and resolve afterwards.

Sereno is liable in accordance with the applicable rules for the services it provides directly and for the obligations that fall to it according to its capacity in each booking.

Where Sereno acts as an intermediary or manager of accommodation owned by third parties, its liability is limited to the functions it actually performs, without prejudice to the rights consumers have against the owner or operator of the accommodation.

Nothing in these terms excludes or limits the non-waivable rights of consumers, or any liability that cannot lawfully be excluded.

Sereno is not liable for any failure or delay arising from force majeure or from unforeseeable or unavoidable circumstances beyond its reasonable control, including but not limited to extreme weather, administrative restrictions, widespread utility outages, public health emergencies, strikes, civil unrest, fire, flooding, serious security problems or the supervening impossibility of using the accommodation.

In such cases, Sereno will endeavour to offer a reasonable solution in the light of the applicable rules, the availability there is and the particular circumstances.

The invoice or receipt for the stay may be issued by Sereno Tech S.L. or by the owner or operator of the accommodation, according to the legal and tax arrangements applicable to each property and booking.

Where Sereno acts as an intermediary or manager, certain amounts relating to the accommodation may, for tax purposes, belong to the owner or operator of the property, even though Sereno handles collection or operational coordination.

Users may request information about the invoice or receipt by writing to gestion@tusereno.es.

The processing of personal data is governed by the Privacy policy.

Users undertake to provide truthful details and, where they provide details of companions or other third parties, to have sufficient authority to do so and to inform those people of the applicable conditions.

The content, designs, photographs, text, trade marks, logos, software and other elements of the website belong to Sereno Tech S.L. or to third parties who have authorised their use.

Website content may not be reproduced, copied, distributed, transformed or exploited without prior written authorisation.

For queries, problems or complaints, you may contact Sereno at:

Consumers and users have official complaint forms (hojas de quejas y reclamaciones) available to them in accordance with the rules applicable in Andalucía.

Sereno will endeavour to respond to complaints within the shortest reasonable time and, in any event, within the periods laid down by law.

The European online dispute resolution platform ceased to operate on 20 July 2025. Consumers may approach the competent consumer protection bodies or any applicable alternative dispute resolution schemes.

Sereno may update these Terms and conditions to reflect legal, technical, operational or service changes. The version applicable to a booking is, as a general rule, the one accepted at the time the booking was made, save for changes required by law or more favourable to the consumer.

These terms are governed by Spanish law.

For any dispute, the parties shall submit to the courts and tribunals that are competent under the applicable rules. Where the user is a consumer, the competent courts and tribunals shall be those determined by consumer protection law.