Guest Terms & Conditions

1. Who you are booking with

When you book a property marked "Direct from Owner" on Costadels, you are entering into a rental agreement directly with the individual property owner who has listed that property. Costadels is a technology platform and marketing service — not a party to your rental agreement.

The owner's name and contact details are available in your booking confirmation and in the listing. All questions, requests and complaints regarding your stay should be directed to the property owner.

2. Booking and confirmation

A booking is confirmed when:

• You have completed payment via the Costadels platform, and
• You have received a written booking confirmation by email.

Costadels is not responsible for bookings that are not confirmed in writing. If you have not received a confirmation, contact the owner directly before making travel arrangements.

The owner reserves the right to decline any booking request. If a booking is declined after payment has been taken, you will receive a full refund of the amount paid.

3. Pricing and payment

All prices are set by the property owner and are displayed in Euros. Prices include the nightly rate and any cleaning fee shown at the time of booking. The full amount displayed is transferred to the property owner — Costadels does not charge guests a platform fee or commission.

Where check-in is more than 14 days away, you may be offered the option to reserve with a €1 reservation fee. This fee confirms your booking dates and is non-refundable. The remaining balance becomes due 14 days before check-in. If the balance is not paid by the due date, your booking may be cancelled.

Prices are fixed for confirmed bookings only. Costadels does not guarantee prices against future changes on the platform.

4. How your payment is held and released

Payments on the Costadels Self platform are processed using Stripe Payment Intents under a Stripe Connect Standard model. It is important to understand how this works:

1. 1
   Authorisation — at bookingWhen you confirm your booking, a payment authorisation is created. If check-in is 14 or more days away, only the €1 reservation fee is charged now — the remaining balance is authorised on your card 14 days before check-in. If check-in is less than 14 days away, the full amount is authorised immediately. No funds are transferred to the owner at this stage.
2. 2
   Release Window — 24 hours after check-inFollowing your scheduled check-in time, a 24-hour Release Window opens. During this window you may report a qualifying problem with the property via the platform (see Section 8). If no problem is reported within 24 hours, payment is automatically released to the owner.
3. 3
   Capture — payment to ownerOnce the Release Window closes without a reported problem, your payment is captured (transferred directly to the owner's Stripe account). Costadels does not hold or receive your payment at any point — funds flow directly from your payment method to the owner.
4. 4
   Problem reported — dispute holdIf you report a qualifying problem within the 24-hour window, payment is paused and the owner is notified. You and the owner then have 72 hours to resolve the matter directly. If no resolution is reached within 72 hours, payment is released to the owner automatically. See Section 8 for full details.

5. Cancellation policy

For bookings made 365 to 14 days before check-in:

• Booking fee: A non-refundable booking fee of €1 applies for reservations made between 365 and 14 days before check-in.
• Payment: Payment must be completed no later than 14 days before check-in. The payment will be automatically charged to the card on file if not completed at least 10 days before check-in.
• Refunds: A full refund will be provided for cancellations made up to 14 days before check-in.

For bookings made less than 14 days to 3 days before check-in:

• Payment: Payment must be completed at the time of booking.
• Refunds: No refund will be provided for cancellations.

For bookings made less than 3 days before check-in:

• Payment: Full payment must be completed at the time of booking.
• Refunds: No refund will be provided for cancellations.

If, due to circumstances beyond the owner's control, the property is not available for occupancy, the owner reserves the right to move you to an alternative property with similar characteristics at no extra cost. If the owner is unable to find a suitable alternative, the reservation will be cancelled and a full refund will be made. However, if a reservation is cancelled due to causes attributable to you or your personal circumstances, the booking fee will not be refunded.

6. Owner's responsibilities to you

The property owner is responsible for:

• Ensuring the property is as described in the listing — clean, safe and ready for your arrival at the agreed check-in time.
• Providing accurate check-in instructions and being reachable during your stay.
• Honouring the confirmed booking dates, price and any specific arrangements agreed in writing.
• Addressing any problems or complaints during your stay in a timely and professional manner.
• Processing any refunds owed under their stated cancellation policy.

Costadels encourages owners to be professional and responsive but cannot guarantee their conduct. If the owner fails to fulfil these obligations, your recourse is against the owner directly.

7. Your responsibilities as a guest

As a guest, you agree to:

• Use the property carefully and respectfully, in accordance with the owner's house rules.
• Not exceed the maximum occupancy stated in the listing.
• Report any damage caused during your stay to the owner promptly, and accept liability for damage caused by you or your party.
• Vacate the property by the stated check-out time.
• Comply with applicable local regulations, including noise restrictions and community rules.
• Not sublet or transfer your booking to another party without the owner's written consent.
• Present valid identity documents at check-in as required by Spanish law (see Section 11).

8. Problems during your stay — the Release Window process

If you experience a significant problem with the property that was not disclosed in the listing (e.g. the property is not as described, is unsafe or is inaccessible), you may report it during the 24-hour Release Window following your scheduled check-in time.

To report a problem:

• Contact the owner immediately via the platform or the contact details in your confirmation.
• Report the problem through the Costadels platform within 24 hours of your scheduled check-in time.
• Provide photographic evidence and a written description of the issue.

When a problem is reported within the Release Window:

• Payment to the owner is paused immediately.
• The owner is notified and has the opportunity to respond and resolve the issue.
• You and the owner have 72 hours to reach a resolution directly between yourselves.
• If a resolution is confirmed within 72 hours, payment (or an agreed partial refund) is processed accordingly.
• If no resolution is reached within 72 hours, payment is automatically released to the owner in full.

Problems reported after the 24-hour Release Window has closed cannot be processed through the platform's payment hold mechanism. You would need to contact the owner directly and, if unresolved, raise a dispute with your card provider.

9. Disputes between guest and owner

Disputes about property condition, refunds, damage charges or other matters arising from your stay are to be resolved directly between you and the property owner.

Costadels is not a party to the rental agreement and has no authority or obligation to adjudicate disputes. Costadels will not be held liable for any loss, damage, injury or inconvenience arising from your stay.

We recommend that guests:

• Take out appropriate travel insurance covering rental accommodation before travelling.
• Keep written records of all communications with the owner.
• Document the condition of the property on arrival with photographs.

If you are unable to resolve a dispute with the owner, you may be entitled to raise a payment dispute (chargeback) with your card provider or bank under their standard terms. This is a matter between you and your payment provider — Costadels has no role in chargeback proceedings.

10. Costadels' liability to guests

Costadels' role is limited to providing the technology platform on which "Direct from Owner" listings are published and through which payments are processed. To the maximum extent permitted by law, Costadels excludes liability for:

• The accuracy, completeness or truthfulness of listing content provided by owners.
• The condition, suitability, safety or legal compliance of any listed property.
• Any loss, damage, injury or inconvenience suffered during or in connection with your stay.
• The conduct, actions or omissions of property owners.
• Any failure by the owner to honour a confirmed booking.
• The outcome of the Release Window or 72-hour dispute process, including where payment is released to the owner before a dispute is resolved.
• Any technical failure of Stripe's payment systems, including delayed capture, failed authorisation or chargeback outcomes.

Where Costadels' liability cannot be excluded under applicable consumer protection law, Costadels' liability shall be limited to the platform service fee paid in connection with the specific booking giving rise to the claim.

11. Identification and guest registration

Under Spanish law, property owners are required to register all guests aged 16 and over with the Spanish authorities within 24 hours of check-in. This obligation is fulfilled via the SES.hospedajes system operated by the Spanish Ministry of the Interior.

As a guest, you are required to:

• Present a valid passport or national identity card to the owner at check-in.
• Allow the owner to record your identity document details for the purposes of legal registration.
• Ensure all members of your party aged 16 or over do the same.

Failure to present valid identity documents may result in the owner being unable to complete the required registration, which is a legal obligation. The owner may refuse check-in to guests who do not comply with this requirement.

12. Platform-managed properties vs. "Direct from Owner"

Not all properties on Costadels are "Direct from Owner." Some properties are fully managed by Costadels under a separate management agreement. For fully managed properties, different terms apply and Costadels takes on a broader operational role.

You can identify the booking type from the listing page:

• "Direct from Owner" badge — you are booking directly with the owner. These terms apply.
• No badge / standard Costadels listing — Costadels is the managing agent. See the standard Terms & Conditions.

13. Governing law

These terms are governed by Norwegian law. Any dispute between you and Costadels that cannot be resolved amicably shall be submitted to the courts of Oslo, Norway.

Your rental agreement with the property owner is a separate agreement and may be subject to Spanish law, depending on the owner's terms and the location of the property.

14. Contact

For questions about these terms or about the Costadels platform:

• Email: [email protected]
• Phone: +47 416 31 600

For questions about your specific booking, please contact the property owner directly using the contact details in your booking confirmation.

Costadels AS — Oslo, Norway — Org. 933 017 583 — costadels.com