Casyo General Booking Terms and Conditions
Version: August 2026
1. General
These general booking terms and conditions apply to bookings for holiday homes made via Casyo, the Casyo website, the Casyo app or other booking channels managed by Casyo.
Casyo is a trading name of ALPALASE S.L., based in Spain, hereinafter referred to as: “Casyo”.
The term ‘guest’ refers to the person who makes a booking and/or uses a holiday home offered via Casyo.
The term “owner” refers to the natural person or legal entity authorised to offer the holiday home in question for tourist rental.
2. Role of Casyo
Casyo handles, on behalf of or for the benefit of owners, matters including the presentation, bookings, communication, administration and support relating to the letting of holiday homes.
For each booking, it is clearly stated which property is being booked, for what period, at what price and what additional terms and conditions, if any, apply to the property in question.
3. Booking
A booking is final once the guest has completed the booking process and received a booking confirmation.
The guest is responsible for providing correct personal details and booking information.
The person making the booking must be at least 18 years old and is responsible for all persons staying at the accommodation under that booking.
4. Prices
The price displayed during the booking process is based on the chosen accommodation, the period of stay and the number of guests specified.
Any additional costs, such as cleaning charges, tourist tax, a security deposit or additional services, will be stated before the booking is finalised.
Once the booking has been confirmed, the agreed price cannot be changed unilaterally, except in the case of obvious errors or legally required taxes or levies.
5. Payment
The payment terms applicable to the booking are clearly displayed during the booking process.
The booking must be paid for within the specified payment period. If an amount due is not paid on time, Casyo may cancel the booking after giving notice.
6. Cancellation by the guest
The cancellation terms and conditions applicable to the chosen holiday home and the chosen rate will be displayed before the booking is finalised.
By confirming the booking, the guest agrees to these cancellation terms.
Any refund in the event of cancellation will be made in accordance with the terms and conditions of the relevant booking.
7. Cancellation by the owner or Casyo
In exceptional circumstances, a booked holiday home may not be available, for example due to serious damage, technical problems, force majeure or other circumstances that make a stay reasonably impossible.
In such cases, Casyo will endeavour to offer a suitable alternative.
If no reasonably equivalent alternative is available, or if the guest does not accept this alternative, the amount paid for the accommodation that was not provided will be refunded.
8. Arrival and departure
The applicable check-in and check-out times will be communicated at the time of booking and/or prior to the stay.
Prior to arrival, the guest will receive the relevant information regarding the accommodation, arrival, key handover and the stay via the Casyo app, by email or via another agreed method of communication.
The guest must adhere to the specified arrival and departure times, unless other arrangements have been made in advance.
9. Use of the holiday home
The accommodation may only be used for recreational purposes by the number of people specified at the time of booking.
The following, amongst other things, are not permitted without prior consent:
- accommodating more people than booked for;
- organising parties or events;
- causing a nuisance;
- carrying out commercial activities from the accommodation;
- bringing pets unless they are expressly permitted.
Guests must treat the accommodation, its contents and the surrounding area with care.
10. House Rules
Additional house rules may apply to a particular property.
These may, for example, relate to swimming pool use, parking, waste, noise, air conditioning, pets or the rules of a block of flats or community.
The guest is obliged to respect these house rules.
11. Damage
The guest is liable for any damage caused during their stay by themselves, their travelling companions or visitors, insofar as such damage can be attributed to them.
Any damage must be reported to Casyo as soon as possible.
Normal wear and tear or damage that cannot be attributed to the guest will, of course, not be charged to the guest.
If a security deposit applies, this will be clearly stated before the booking is made.
12. Problems during the stay
Despite careful preparation, things may not go to your satisfaction during your stay.
We ask guests to report any problems via Casyo as soon as possible. This allows Casyo and/or the owner to assess the problem during the stay and resolve it where possible.
13. Facilities
Casyo endeavours to keep the information, photographs and descriptions of accommodation as up to date and accurate as possible.
Minor discrepancies that do not significantly affect the normal use of the accommodation do not automatically entitle the guest to compensation or cancellation.
If a key facility is unexpectedly unavailable, Casyo will endeavour to find a suitable solution as quickly as possible in consultation with the owner.
14. Liability
Casyo and the owner are responsible for the proper fulfilment of their respective obligations within the limits of applicable law.
Casyo shall not be liable for events beyond its reasonable control, such as power or water cuts, internet outages, weather conditions, works carried out by third parties, government measures or other cases of force majeure.
Nothing in these terms and conditions limits the rights of consumers which, under mandatory applicable law, may not be excluded or restricted.
15. Personal belongings
Guests are responsible for their own personal belongings during their stay.
We advise you to store valuables securely and to check upon departure that no personal belongings have been left behind.
16. Guest registration
Guests are obliged to provide the information required by Casyo and/or the owner under Spanish law and regulations for the registration of their stay.
Where required by law, details from a valid identity document may be requested.
Failure to provide the information required by law may result in access to the accommodation being denied.
17. Privacy
Personal data is processed in accordance with applicable data protection legislation and Casyo’s privacy policy.
Data is used exclusively for, amongst other things, the processing of bookings, communication, payments, statutory guest registration and other legitimate business purposes.
For further information, please refer to Casyo’s Privacy Policy.
18. Casyo app
For certain properties, the Casyo app may be used to provide information about the booking and the property.
The app may display, amongst other things, booking details, arrival information, property details, contact details and practical information.
A temporary technical fault with the app does not affect the existing booking.
19. Force majeure
Casyo and/or the owner shall not be liable for any failure to fulfil, or partial fulfilment of, obligations where this is the result of circumstances beyond their reasonable control.
In such situations, the parties shall endeavour to find a reasonable solution, taking into account the circumstances and applicable legislation.
20. Complaints
We prefer to resolve any issues during your stay.
A complaint can therefore be reported as soon as possible via the Casyo app or via:
Casyo
ALPALASE S.L.
Solana 7
46810 Enguera, Valencia
Spain
Email: info@casyo.eu
Telephone: +34 960 731 306
21. Governing law
These terms and conditions and any contracts concluded via Casyo are governed by Spanish law, to the extent permitted by law.
Where the guest is acting as a consumer, all mandatory consumer rights applicable under the relevant legislation shall remain in full force.
Disputes shall be submitted to the court having jurisdiction in accordance with the applicable legal provisions.
22. Amendments
Casyo may amend these general terms and conditions from time to time, for example due to changes in the services provided or in legislation.
In principle, the version of the terms and conditions to which the guest agreed when making a booking applies to that booking.
23. Acceptance
By completing a booking, the guest confirms that they have been able to read these general booking terms and conditions and any additional terms and conditions of the relevant accommodation, and that they agree to them.