Hispanoa's quality and service charter

Signatory Agencies

The agencies that have signed this Charter have committed, at the request of Hispanoa, to pay special attention to the following points:

• House delivered clean and tidy.
• Service before the property is made available: Cleaning (pool / beaches / terraces / lawn mowing).
• Essential equipment:
  • 1 Washing Machine
  • 1 Color TV
  • 1 Coffee Maker
  • 1 Toaster
  • Iron and Ironing Board
  • For high-end homes, Dishwasher
• Barbecue and accessories with sufficient capacity for the number of tenants.
• Sun loungers or deck chairs, recliners, or other relaxation equipment.
• Table and chairs for the number of tenants.
• At least half + 1 of the number of occupants. If the villas do not have a covered terrace, they must have a parasol, awning, or pergola.

• A- KITCHEN ACCESSORIES AND UTENSILS

• It is essential to provide the necessary items for the maximum number of authorized tenants, increased by about 30% of basic accessories (plates, glasses, cutlery, etc.) depending on the habits and customs of each country. High-end houses must, of course, offer better quality accessories and utensils. However, other categories must be equipped with the essentials for a "normal" stay.

  Any request by a tenant that is not satisfied by the agency or the owner will be subject to arbitration by HISPANOA to objectively resolve the highlighted deficiency by the tenant.

  EXAMPLE OF NECESSARY ITEMS: Flat plates, soup bowls, serving dishes, water and wine glasses, large and small cups, and bowls. Spoons, forks, knives. Pans (large, medium, and small), large, medium, and small frying pans, pots, oven dishes. Lemon squeezers, bottle openers, can openers, corkscrews, and other everyday utensils.

 

• B- TENANT SAFETY

• All rules and safety standards of the destination country must be followed, as well as the insurance obligations of the owner.

 

• C- INTERIOR

• The house must be prepared for the maximum number of authorized tenants, even if they are not as numerous.

  The house must be delivered in a good state of cleanliness and tidiness. Do not forget the toilet bowls and seats. Ovens, microwaves, and other electrical appliances will be delivered in a clean state. Refrigerators and freezers will have been emptied, cleaned, and reconnected before the arrival of tenants.

  Villas must be equipped with at least a broom, a dustpan, and a bucket.

  After the presence of an animal, the cleaning must be more thorough, and the property must be free of all excrements.

 

• D- LIVING ROOM / DINING ROOM

• Cupboards must be emptied of the owner's personal and/or confidential belongings and those deemed fragile. That said, it is possible to lock some cupboard doors, leaving tenants access to tableware and other necessary items for daily life.

 

• E- BEDROOMS

• In each bedroom, it is necessary to provide a cupboard and/or a piece of furniture for hanging and/or storing clothes. If necessary, only leave half of the cupboard or wardrobe at the disposal of the tenants. It is essential to leave enough space for tenants to store their personal belongings. Each bed should be equipped with a nightstand and a lamp for each person.

 

• F- BEDDING

• Beds must be in good condition, including sofa beds, even if they remain extra beds, and the mattresses must be protected by mattress protectors.

 

• G- KITCHEN

• Cupboards should be emptied of food products and cleaned before each rental. Kitchen utensils must be in good condition and in sufficient quantity. Equipment such as the oven, microwave, washing machine, dishwasher, etc., must be clean and in perfect working condition before each arrival.

 

• H- BATHROOMS

• Do not leave beauty products, shaving accessories, or used soap. Leave 2 or 3 rolls of toilet paper.

 

• I- GARAGE

• The garage is not necessarily made available to tenants unless otherwise specified in the description. If it is not available to tenants, the owner may store personal belongings in it. The garage can only be locked if there is no circuit breaker, electrical panel, water supply, freezer, or other electrical appliances inside. During the rental, the tenant must be able to access and restore all the appliances provided without being disrupted by a power outage that they cannot immediately restore themselves.

 

• J- OUTDOORS

• The barbecue, its grating, and accessories must be cleaned between each rental. The charcoal receptacle must be emptied. The lawn must be mowed, weeds removed, and terraces cleaned. The pool must be clean, with water properly dosed, and adequate filtration. The area must be free of waste, construction materials, old furniture, etc., or these items must be stored in a secure place away from view. If the house is equipped with outdoor lighting, it must be in perfect working condition. No work should be done or left unfinished during the tenants' stay. Protect wells, tools, materials, and other risk areas that must be out of reach of tenants.

 

• K- PREPARATION

• Despite a property being returned clean and tidy by a tenant, it is MANDATORY to perform additional cleaning and check the proper functioning of the equipment and services provided by the agency.

 

• L – CLEANING.

• If the property is not in a satisfactory state of cleanliness, the agency undertakes to send cleaning staff the same day or no later than the following morning if clients report it on Saturday upon their arrival.

 

• M – MAINTENANCE AND REPAIR

• In case of malfunctions with household appliances, electrical installations, swimming pool filtration systems, pool maintenance, electrical outages, or plumbing issues, the agency undertakes to assist tenants as quickly as possible, sending one of its representatives or the owner on the same day if the incident is reported before 3:00 PM, or no later than the following morning if the incident is reported after that time, subject to the availability of spare parts or a specialized company if required.

 

ATTENTION: If any of these points are deficient, they will be resolved on-site during the stay, and under no circumstances will they entitle the tenant to any compensation after the stay.