Terms & Conditions

for Conditions of Booking, Rental Agreement or Cancellation Policy see the segment below. - For local regulations and conditions in relation to the COVID-19 virus see the segment below.

Latest update: June 25, 2020

On the 21st of June 2020 the Spanish Government ended the State of Alarm for the whole of Spain. Legislative control was returned to the Canary Island respective autonomous Governments.

The information below is valid for the duration of phase 4 (the “New Normal”) until a vaccine or effective medication becomes available!


POLICE: dial 112   –   AMBULANCE: dial 112   –    FIRE BRIGADE: dial 112

At the time of writing (25 June 2020) the conditions with regard to the Coronavirus are very favorable with only a few cases remaining and those are mainly from illegal immigrants from the African continent.

The authorities of the island of Tenerife have received broad guidelines on how to deal with the Coronavirus, the individual municipalities each fill in their own requirements, this can lead to some differences per municipality, mainly over the use of beaches and other public spaces

Below we will list the main regulations which are required (and punishable) by law and a few conditions we have set in order to guarantee the safety of our guests, not punishable by law, but not adhering to them can lead to the reservation being cancelled without refund.


Travelling to Tenerife

Most guests arrive by airplane so we will only mention the conditions for travelling by plane here, for alternative travel methods please contact the carrier.
We strongly advise to take out comprehensive travel insurance for your holiday to Tenerife!
The general rule for most airports and airlines is to wear a mask in the airport and onboard the plane, to check in all luggage, avoid public water fountains and avoid moving unnecessary inside the plane.
We recommend to have hand sanitizer with you for your entire trip.
The airline staff will ask you to complete a form with your contact details and where you will stay in Tenerife, this is a requirement by the Spanish Government to enter the country, refusal to provide information can lead to the traveller not being able to enter and a fine being imposed.

At the airport
Once you land in Tenerife you are also obliged to wear a mask inside the terminal, this is not a request, it is obligatory and punishable by law with a fine or even a jail term.
The above is applicable to all personss of 6 years and olde, for children aged between 3 and 5 it is not a requirement, but recommended.
The difference with the country you are arriving from might be the type of mask that is worn, in Spain it is required that the mask is a simple surgical mask (see photo) at minimum, no home-made cloth masks or scarfs are allowed.
There will be a security check point where an official will take your temperature (at a distance) and you will be visually inspected for any Coronavirus symptoms.
When collecting your luggage please stand back from the belt and only approach when your luggage is near and no other travellers are close to you.
Once outside you will be allowed to take off your mask providing you can maintain a distance of 1,5 meter between your party and other persons.
In Tenerife it is compulsary to wear masks in outdoor situations, only where a distance of 1,5 meter to other persons (not in your party) cannot be maintained and inside shops or shopping centers and on public transport.
Depending on your mode of transport to the apartment you will be required to wear a mask.
All shops and commercial enterprises will supply hand sanitizer and some will take your temperature and ask you to wear gloves which they will provide if required.

Please note! Masks are not supplied, they are available from any pharmacy and most supermarkets, the maximum price is regulated by law and should not be more than € 0,94 each, but in packs of multiple units they are much cheaper. make sure you have enough supply for your party and remember, it is recommended to change the mask after 4 hours of use.

Arriving at the apartment

When arriving for check-in please follow the instructions we have provided you prior to your travel.
In this time of uncertainty we will try to limit the contact with guests as much as possible while still being available at all times.
For this reason we will be letting more guest do a self-check-in in which case you have received details on how to obtain access.

If you have been asked to come to our office for the check-in please follow these instructions!

  • only 1 person per desk inside the office
  • wear a mask when entering
  • clean your hands with the hand sanitizer present near the entrance
  • stay behind the plexiglass screens
  • when making cash payment please count out the money in front of us and return it to the envelop or plastic bag before handing it over.
  • if you have questions please pose them via Whatsapp during office hours
  • if coming to make a reservation, no more than 2 persons are allowed in the office in total

Staying in the apartment 

Once you received the keys or code you can enter the apartment, before going to all rooms please have all members of your party use the sanitizing gel present.
The apartment you enter has been professionally cleaned and sanitized by our in-house staff.
We have chosen for a method that has been used by hospitals and airlines for many years and use UV-C / Ozone Germicidal radiation lamps to completely sanitize the apartment and all items inside, including glassware, cutlery and crockery.
This method eradicates 99% of all known germs and viruses including the Coronavirus as well as cleaning the air.
It guarantees you a totally clean apartment upon arrival!
It is up to you to keep it in this state during your stay.
A high level of hygiene is always a priority in warm climates and for this reason we always ask guests to not leave rubbish bags in bins on departure, but also not for more than a day or so during the stay.
In Tenerife the rubbish containers get emptied every day (usually at night).


Staying in a complex

It is important to follow the community rules of the complex you are staying in especially with regard to the use of communal pools.
Most complexes need reservations prior to staying at the pool as the number of visitors allowed are limited by law.
The regulations will be posted on the complex walls.



important WARNING! UV-C / Ozone radiation lights!

The sanitizing lights we use in the apartments to completely eradicate viruses and other pathogens use a wavelength between 200 – 280 nanometers, this is the most effective way to disinfect surfaces according to major studies.
The lights come in the shape of ordinary light bulbs, they are safe to use but they should never be used by unauthorized persons as they can cause damage to the skin and eyes in seconds.
For this purpose the lights are fitted with remote timers making it possible to operate them from a distance.
The lights in the apartments are clearly marked and normally removed for the duration of your stay.
In some situations (late self-check-in) it can be that the lights have not been removed (but will not be on), in this case you will always be informed and receive clear instructions.
All apartments are sanitized before you arrive, the cost is included in your stay, the next scheduled clean will be after your departure.
Should you require additional sanitizing please contact us and we will give you quote according to the size of the apartment you are in.

If additional sanitizing is requested please take into account that no person can be inside the apartment during the process and for at least 1 hour afterwards.


 !At no time should the guests operate UV-C / Ozone germicidal lights, without exception!



Mami 2009 Real Estate Agents S.L trading as Tenerife Rental & Sales (TRS) is not responsible for claims resulting from guests having been infected with Coronavirus or become ill during their stay in one of the apartments managed by the company. 



Terms & Conditions

Last updated: February 04, 2020

For conditions of booking, rental agreement or cancellation policies please see the segment below.

E-payment terms & conditions

General Terms and Conditions

By using this website´s Online Payment facilities you are confirming these

Terms and Conditions.

Standard Terms & Conditions

These terms and conditions apply to all online card transactions made on the  Mami 2009 Real Estate Agents (CIF 76792324) websites (www.mami2009.com or www.tenerifeprojects.com)

Please read these terms carefully before using the online payment facilities.

We may change these terms from time to time without notice.
Changes will apply to any subsequent transactions with Mami 2009 Real Estate Agents S.L.

On-Line Payments

  1. Using the online payment facilities on our website indicates that you accept these terms. If you do not accept these terms do not use our online payment facilities.
    All online payments are subject to these conditions.
  1. Your payment will normally reach Mami 2009 Real Estate Agents S.L. bank account within two working days. We cannot accept any liability for delayed payments.
  1. We cannot accept liability for payments being recorded on the wrong account if you supply inaccurate information, but will make every effort to reallocate any such payments if they arise.
  1. We cannot accept liability if payment is refused or declined by your credit/debit card supplier for any reason.
  1. If your card supplier declines payment, Mami 2009 Real Estate Agents S.L. is under no obligation to bring this fact to your attention. You should check with your bank/credit/debit card supplier that payment has been deducted from your account.
  1. The data that you provide during online payment transactions is securely held by Mami 2009 Real Estate Agents S.L. or our e-commerce provider under the terms of the Data Protection Act as detailed in our privacy statement and will only be used for the purpose of recording your payment and for accounting processes.
    Your data will be treated confidentially and with the utmost care and respect. We shall abide by the privacy policy and ensure that the data is used for no other purposes and is disclosed to no third party, except in respect of data that it is necessary to provide to Mami 2009 Real Estate Agents S.L. e-commerce provider who will process this information on Mami 2009 Real Estate Agents S.L.behalf.
  2. In limited, exceptional circumstances the Mami 2009 Real Estate Agents may be required to disclose data to other third parties, for example where this is necessary to comply with the law. Our e-commerce provider will retain some personal information so that we can access payment records in the event of queries or incomplete payment information. Any credit or debit card details given by you will not be retained in their entirety.
    Information will only be retained for a reasonable period and then destroyed securely.
  1. In no event will Mami 2009 Real Estate Agents S.L. be liable for any damages whatsoever arising out of the use, inability to use, or the results of use of this site, any websites linked to this site, or the materials or information contained at any or all such sites, whether based on warranty, contract, tort or any other legal theory and whether or not advised of the possibility of such damages.
  1. Refunds, if applicable, will be made to the debit/credit card used for the original transaction. Any refunds will be made in line with Mami 2009 Real Estate Agents S.L. anti-money laundering policy and procedures.

Contact Us

If you have any questions about these conditions, You can contact us:

  • By email: info@mami2009.com

Last updated: June 21, 2020

1.     General

These terms and conditions (“The Contract”) are between Mami 2009 Real Estate Agents S.L. (CIF: B76792324) and shall bind the property owner or manager (“we”, “us” and “our”) and the holidaymaker(s) who book our property (the “Property”) through the Mami2009.com website or our Las Americas offices.
Each such booking is referred to in the Contract as a “Booking”.
References to “you” or “your” are references to the person making the booking and all members of the holiday party.

Any Booking is subject to The Contract.
The Contract and/or our confirmation email contain the entire agreement between us and you and forms the basis of your agreement with us so please read them carefully.
Nothing in this Booking Contract affects your usual statutory rights.


 2.     Making your Booking 

There are several ways in which a Booking can be made by you.
Either you can:

2.1.      book a Property with us by making the payment specified in the initial quote provided to you by us via the Website (the “Quote”).
The Booking shall be made and this Booking Contract shall be effective once the booking Initial Deposit or full payment has been received by Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales;


2.2.    make  a booking in person in our office in Las Americas, Parque Santiago 2 and pay the full payment or Initial Deposit for the Property.
The Booking shall be made and this Booking Contract shall be effective when Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales the full amount payable for the Property or the agreed Initial Deposit.


2.3.    permit us to charge your credit or debit card for a specified amount.
The Booking shall be made and this Booking Contract shall be effective when Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales has received the full amount payable for the reservation or the agreed Initial Deposit.


2.4.    you can book on any of the major booking websites (OTA´s) under the terms & conditions of the relevant site. 

If it is required that you: 

2.6  make a payment in full, then you must pay the full amount for the Booking to Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales by the due date;


2.7   pay an initial deposit (the “Initial Deposit”) followed by a balance payment (the “Balance”), then you must make both payments to Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales within the specified time periods.

2.8   You shall be required to pay the applicable damage deposit (the “Damage Deposit”), if required and cleaning fee and/or any other fees (“Other Fees”) as set out on the booking page as part of your payment in full or your Balance payment (as applicable).



3.     Registration

We are obliged by Spanish law to register all guests staying in our properties with the appropriate Government department, for this purpose we require a number of details of all the guests in the party, you can supply these details by email, Whatsapp, or via the website on the booking form or on a special form if registering after having made a reservation with us directly or on any third party website.

The information provided is subject to data protection laws, but you agree this information to be passed on to the relevant Government department.

The required details for each guest are as follows: First Name, Surname, Nationality, Type of ID document ID document number, Date of Issue, Birth Date, Gender, Arrival Date

A form will be made available for this purpose on our website; www.mami2009.com or we will receive the information in our office in Parque Santiago 2, Las Americas.


4.    Paying for your Booking 

4.1.     If only the Initial Deposit is paid, it is required to pay the remainder on arrival as instructed on the booking page, by email or Whatsapp.

4.2.   If you fail to make the balance payment due to us in full and by the due-date we shall be entitled to treat your Booking as cancelled by you and the Cancellation Policy (as defined below and in article 12) shall apply. 

5.     Cancellation or Amendment

5.1.      If you need to cancel or amend your Booking you must write to us or email us or if booked on a third-party website change it there, as soon as possible.
A cancellation or amendment will not take effect until we confirm the change or cancellation or when you receive confirmation from the third party website.
The cancellation policy (“Cancellation Policy”) applies to your Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales reservations and we will only refund any amounts due to you in accordance with this Cancellation Policy. In principal “Initial Deposits” are not refundable.

5.2.    Amendments are always subject to availability, if not available the guest has no claim against us nor is the guest entitled to a refund.

5.3.    Amendments that require a manual change carry an administration charge of € 25,00 per occasion.


In the event that: 

5.4.    any Balance required from you is not paid in accordance with the time frames set out in the Cancellation Policy;


5.5.    you do not arrive at the property within 12 hours of your arrival time without notifying us, we shall be entitled to treat your Booking as being cancelled by you and the Cancellation Policy shall apply.

If we cancel or amend your Booking 

5.6.    We would not expect to have to make any changes to your Booking once it is agreed between you and us, but sometimes problems occur and we do have to make alterations or, very occasionally cancel Bookings.

5.7.    If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your Booking. If we cancel your Booking, Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales will refund you any fees you have already paid to us.

5.8.   However, we will not be liable to refund you for any fees you may have paid to any third party in connection with your holiday (including, without limitation, fees for travel, entertainment, activities or insurance). 

6.    The Property 

6.1.     You can arrive at the Property after the time specified by us and you must leave not later than by the time specified by us.
We will let you know these times in writing in advance of your stay.

6.2.    If your arrival will be delayed, you must contact us so that alternative arrangements can be made.
If you fail to do so you may not be able to gain access to the Property.
If you fail to arrive after 12 hours after 11:00 on the Arrival Date and you do not advise  the contact of your anticipated late arrival  we may treat the Booking as having been cancelled by you and we shall be under no obligation to refund you for fees already paid to us or supply (alternative) accommodation.
Please see the Cancellation Policy for further details.

7.    Obligations & House Rules 

7.1.      You agree to comply with the regulations set out in any property manual at the Property and any other regulations reasonably specified by us from time to time and ensure that they are observed by all members of your party. You agree to keep and leave the Property and the furnishings, including items such as kitchen equipment, crockery and glasses clean and in good condition.

7.2.    You agree to ensure that each member of your party is covered by a full comprehensive travel insurance (including cancellation under Force Majeure condition, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage).

7.3.    Under no circumstances can there be parties, loud noises or rowdy behavior on The Property or the complex.

7.4.    It is forbidden to invite “guests” onto The Property without the explicit approval of us.

7.5.    You agree not to cause any damage to the walls, doors, windows or any other part of the Property nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining, neighboring properties or the community management.

7.6.    You agree to take all necessary steps to safeguard your personal property while at the Property.
Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales is not responsible for the loss of any personal property.

7.7.    You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage).

7.8.    You cannot allow more people to stay in the Property than expressly authorized, nor can you change the makeup of the party during your stay in the Property, nor can you take any animals into the Property.
If you do so, we can refuse to hand over the Property to you, or can require you to leave it.

7.9.    You agree to allow us or any representative of ours access to the Property at any reasonable time during your stay for the purpose of essential repairs, in an emergency or to ensure you are complying with the Booking Contract without prior notice.

7.10. Failing to comply with the house rules can lead to unilateral cancellation without prior notice shall be under no obligation to refund you for any fees already paid to us in those circumstances.

7.11.   The use of wifi, tv signals, pool or any other amenities / services associated with The Property are always subject to availability and the lack of any of these amenities / services is no ground for a claim of any nature. 

8.    Complaints – Liability 

8.1.     Every effort has been made to ensure that you have an enjoyable and memorable holiday.
If however, you have any cause for complaint it is important that remedial action is taken as soon as possible.

8.2.    It is essential that you contact us if any problem arises so that it can be speedily resolved.
It is often extremely difficult (and sometimes impossible) to resolve problems properly unless we are promptly notified.

8.3.    Discussion of any criticisms with us whilst you are in residence at the Property will usually enable any shortcomings to be rectified straightaway.
In particular, complaints of a transient nature (for example, regarding incorrect preparation of the Property) cannot possibly be investigated unless registered whilst you are in residence at the Property.

8.4.   Our maximum liability for losses you suffer as a result of us acting in breach of this Contract is strictly limited to the amounts received by us in relation to your Booking. We shall not be liable for any losses which are not a foreseeable consequence of us breaching this Contract.
Losses are foreseeable where they could be contemplated by you and us at the time your Booking is confirmed by us.

9.    Purpose 

9.1.     Your Booking is made as a consumer for the purpose of a holiday and you acknowledge that we will not be liable for any business or commercial losses howsoever suffered or incurred by you.

For the avoidance of doubt, Mami 2009 Real Estate Agents S.L. t/a Tenerife Rental & Sales shall not be liable to you or responsible for:

–      any issue between you and us regarding the Booking;

          any failure in relation to any payments due to the failure of a payment solution provided by a third party; and

          the rejection of any payment of yours by a third-party payment solution provider. 


10.  Miscellaneous 

10.1.   You may not transfer your Booking or any rights and responsibilities under this Booking Contract to any other person, without our prior written consent.

10.2. If at any time any part of this Booking Contract is held to be unenforceable for any reason under any applicable law, that part shall be deemed omitted and the enforceability of the remaining parts shall not in any way be affected by that omission.

10.3. This Booking Contract, together with the Cancellation Policy and any related correspondence contain the entire agreement between us and you relating to the Booking and shall supersede any previous agreements, arrangements or discussions between you and us, whether oral or in writing.

10.4. No representation, undertaking or promise shall be taken to have been given or be implied from anything said or written in negotiations between you and us prior to receiving the confirmation email except as expressly stated in this Contract. Neither you nor us shall have any remedy in respect of any untrue statement made by the other upon which that party relied in entering into this Contract (unless such untrue statement was made fraudulently) and that party’s only remedy shall be for breach of contract as provided in this Contract.

10.5. We will not be in breach of this Booking Contract, or otherwise liable for any failure or delay in performance, arising from any circumstances beyond our reasonable control including, without limitation, flood, fire, explosion, accident, natural disaster or Force Majeure conditions. 

11.   Refunds

11.1.    In the case a refund needs to be issued we require the transaction number as displayed on the credit / debit card receipt or the bank account number in name of the person who made the original transfer.

11.2.   If the original payment was made by card we will not always refund by card as we require to add details, for this purpose we would require the bank account details in the name of the person entitled to the refund (the person who booked and paid by card).

11.3.   If the original payment was made by bank transfer we will refund by bank transfer, we would require the bank account details in the name of the person entitled to the refund (the person who booked and paid by transfer). 

11.4.  Refunds for amounts paid in cash will be returned by bank transfer only.
Payment will be done within 5 working days






12.   Cancellation Policy 

12.1.   Reservations made on public booking websites (OTA´s) are subject to the cancellation policy of that particular website and are strictly enforced.

12.2.  Reservations made directly though the office of TRS or direct by phone, email, on the website or in person are subject to the standard cancellation policy which is strict, meaning; any deposits paid are not refundable, if paid in full there is no refund unless cancelled in writing no less than 60 days prior to the arrival date in which case 50% of the  total paid will be refunded, if cancelled within 30 days of arrival the guest pays the full amount of the reservation minus the cost of cleaning. If not cancelled or no show on the first day of arrival there will be no refund at all.

12.3.  In case of the above we will consider discounting any future reservation made within 3 months by the same Guest at the sole discretion of us.

12.4. In case of a partial or no refund guests should claim from their travel insurer.

12.5.  We are not responsible in any way for cancellations which are made due to situations beyond our control.

12.6.  There will be no deviation from the policy above unless forced to do so by law or if we feel compelled to do so at our own, sole discretion.

NOTE! From the 21st of June 2020 cancellations quoting Force Majeure or Extenuating circumstances due to the COVID-19 virus will no longer be honored.

13.   Law and Jurisdiction 

This Contract (including any non-contractual obligations arising under or in relation to this Contract) between you and us is governed by the law of Spain and we both agree that any dispute, matter or other issue which arises between us will be exclusively dealt with by the Courts of the Arona District in Tenerife, Spain.

Tenerife Rental & Sales ™ is the trade name of Mami 2009 Real Estate Agents S.L. (CIF: B767923249)

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