Good terms makes a happy mind
OUR TERMS
Cleaning
Water & Electric
Rental Payments
Kitesurfing
Transfers
Excursions
READ OUR FULL TERMS & CONDITIONS
(Last Updated: Dec 19, 2023)
Payments
• All payments are due immediately upon booking (for direct bookings on our website or direct contact)
• Bookings are not final until payment has been received or proof of payment has been received (for direct bookings on our website or direct contact) as described below.
• Bookings are being held for a maximum of 24 hours. Payment, or proof of payment, must be received within those 24 hours.
• Final price might vary depending on length of stay and will be confirmed with the guest prior to actual booking (for direct bookings on our website or direct contact).
• Payments made for any 3rd party services, such as private airport transfers, excursions, day-trips, etc, are paid directly to the vendor and are not included in the rental cost paid to us.
• For payments made via PayPal Invoice, using your existing PayPal balance, or cards being used for payment via PayPal, we add on a payment fee of 4% which is the payment fee charged by PayPal to us.
• Requested payments via PayPal are on a case-by-case basis. We hold the full right to reject the guests request to pay using PayPal without having to explain why.
Payment Options
Please click here for available payment options.
Cancellation Policy
• Please check the cancellation policy pre-booking if you book via a third party website such as Booking.com.
• For bookings made directly with us, via our website or direct contact, they are generally non-refundable but refunds can be granted on a case by case basis, if the date(s) are being booked by another guest(s) and at a fair refund policy basis at our sole discretion.
• Any refund will be refunded after the booked dates within ten (10) working days.
• For clarity, we are always very fair in our refund policy and a refund can be granted partially or in full at our sole discretion.
Granted Refunds
If a refund has been granted, the following fees and terms apply:
- Administration & Cancellation Fees
A minimum cancellation fee of 25% is applied based on the total booking price you have paid with a minimum of €25 plus any fees related to the transfer of funds. Total cancellation fee will depend on how long before the actual stay you cancel, overall occupancy, and other factors at our sole discretion to determine.
Rearranging Already Booked Dates
• Subject to availability, we can rearrange the dates for your stay to be earlier, or later, than the original check-in date but any discount given for the initial booked stay will be null and void and the advertised rack rates on the website on the date of re-booking, for the new dates, will apply without exceptions.
• Any difference in the total price due to rearranging the booked dates as described above will have to be paid and received before the booking is considered confirmed as described in our terms.
• A rebooking fee of €20 will apply to any kind of rescheduling of already booked date(s). Should the rebooking fee not be paid in full, the already booked dates will be available to the guest. No refund will be given if the guest does not check-in (no-show).
Required Information From The Guest
• Passport copy for the person that booked matching the name of the reservation and payment. No exceptions will be made.
• We need a copy of the required identification a minimum of 48hrs prior to arrival sent to us via the message center on the booking website that you have booked with or via email to us.
• All arrangements need to be arranged and agreed on in writing, including sending in the completed Online Check-In Form, no later than 48hrs prior to your check-in.
• Refusal to send a valid copy of your passport and/or the Online check-In form, will result in refusal of entry to the property without any refund.
• Our responsibility to have staff available for your wished check-in time ends 30 hours before your arrival unless arrangements have been made in writing and your passport has been sent to us. Within this 30 hour window, we are not being held responsible for your check-in and no refund will be given no matter the reason if we cannot arrange to be there for your check-in.
Online Check-In Information Form
• This form is mandatory to send in to us at least five (5) days prior to your arrival
Key Collection
• Only the person that booked the unit can collect the key for the unit
Information Timelines For Last Minute Bookings
For bookings made within 48hrs, or less, from the earliest 3PM on the date of arrival we need all the required information and documentation within the below timelines:
• Bookings made 48hrs down to 24hrs before check-in: max 12hrs after online booking being made
• Bookings made 24 hrs or less before check-in: max 6hrs after online booking being made
• We need a copy of the required identification a minimum of five (5) days prior to arrival sent to us via the message center on the booking website that you have booked with or via email to us.
Check-in arrangements can not be secured if we have not received, and agreed on, all check-in/check-out arrangements and any required documentation required not being received in time.
We will not be held responsible for the check-in arrangements if the booking party does not supply the above in proper and due time.
Check-In / Check-Out Time – Regular Hours - Tiba Resort
• Check-in is between 3PM unless otherwise agreed in writing prior to arrival
• Check-out is between 9AM - 12PM unless otherwise agree in writing prior to arrival
• Arrangements for check-in / check-out must be made at least five (5) days prior to arrival
We will not be held responsible for the check-in arrangements if the booking party does not supply the above in proper and due time
Check-In / Check-Out Time – Regular Hours - Sheraton Plaza
• Check-in is from 3PM unless otherwise agree in writing prior to arrival
• Check-out is at 12PM at the latest unless otherwise agree in writing prior to arrival
• Arrangements for check-in / check-out must be made at least five (5) days prior to arrival
We will not be held responsible for the check-in arrangements if the booking party does not supply the above in proper and due time
Check-In / Check-Out Time – Non-Regular Hours
• Must be agreed upon in writing
• It is the guests responsibility to bring the apartment number enabling the guest to obtain the key from security
• We are taking no responsibility whatsoever for any problems that might occur for check-ins / check-outs on non-regular hours as our staff are not there and the staff available is not working for us.
Check-ins on odd hours (during night or very early hours) and key left with security/lockbox for self-check-in/check-outs:
• Inspection of the unit (with checklist) with the guest 10:30AM on the first morning after check-in is mandatory and cannot be waived.
If refused, check-in on odd hours will not be allowed.
• Fee for early check-ins / late check-outs (outside of regular hours) covering costs for arranging keys with security, extra gas and staff time, extra trips for visiting guests the following day for checklist, etc; €20 per check-in/check-out and an extra day needs to be booked accordingly.
• For check-in during odd hours, where keys being collected from the key lockbox, we cannot be held responsible in any way shape of form should there be any problems collecting the key, including entering the wrong PIN code, as it is completely outside of our scope of reach as our staff isn't present in person which has been explained to you and agreed by you.
Earlier Check-Outs & Necessity To Register Persons If Staying In The Apartment
• If the person who booked the stay checks-out earlier than expected, any other person(s) in the apartment needs to check-out at the very same time for legal reasons and responsibility reasons.
• Only properly registered, and approved person(s), are allowed in the apartment
Reporting of Problems
• Any problems / defects / complaints should be sent to us immediately after arrival by email.
• Any problems / defects / complaints that should have been reported immediately, or during stay, will not be considered a matter of such importance it should be subject for a negative review or a full/partial refund.
Minimum / Maximum Stay
• Minimum stay is two (2) days generally. One (1) day for Sheraton Plaza 414/415 combined.
• There are no maximum stay requirement
No Shows
• Bookings that result in No-Shows for guests that have booked directly with us are non-refundable including the paid cleaning fee.
• For No-Shows for bookings vi a third party website such as Booking.com, other conditions might apply so please check the conditions pre-booking applied for that particular website.
Electricity, Water & Utilities
• The satellite TV services are being provided by the management of the compound and we do not accept any responsibility for its uptime, quality or the satellite channels provided.
• The electricity at Tiba Resort is a prepaid system and we top up the card with 50Le-100Le per check-in which is more than feasible for fair usage.
• Anything above this quota will have to be paid by the guest as it is considered excessive usage.
• Water is not subject to any Fair Usage policy.
• Turn off air condition when not in use or leaving the apartment.
Cleaning Fee
• A mandatory one-time cleaning fee of a certain amount (or the equivalent in USD/EGP/GBP) per stay is added to the total cost (for direct bookings on our website or direct contact). This fee can be lower or higher at some locations and will be well communicated.
• The one-time cleaning fee is for one (1) cleaning per stay and is done BEFORE your check-in. There will be no more cleanings done on a daily/weekly/monthly basis for the duration of your stay.
• Cleanings can be ordered separately by contacting us.
The cleaning fee can also be paid in EGP/EUR/USD/GBP at current exchange rate.
Key / Lock Problem Caused by Guest
- If needs to open with spare key during 9AM - 9PM: No charge
- If needs to open with spare key during odd hours: €10
- If lock problems (key still in lock or similar): €15 on all hours
• All payable in cash (equivalent in EGP is fine)and is due the first day/morning of incident to our local staff.
• Please return all key(s). If not returned, the fee for lost key(s) is €200 and must be paid in cash upon check-out.
WIFI
• WIFI at Tiba Resort and Tiba View are public WIFI`s supplied by the building management and not by us. We will not be held responsible for the WIFI speed, uptime, connection, in any way, shape or form as it is completely out of our hands.
• WIFI credentials at Tiba Resort and Tiba View will be provided by the security or the doorman.
• The public WIFI at Sheraton Plaza are public WIFI`s supplied by the building management and not by us. We will not be held responsible for the WIFI speed, uptime, connection, in any way, shape or form as it is completely out of our hands.
• The public WIFI credentials at Sheraton Plaza will be provided by the security or the doorman.
• The dedicated WIFI in our apartments at Sheraton Plaza is a dedicated line via the landline telecom infrastructure and only available to our guests staying in our apartments at Sheraton Plaza. We can not be held liable for any connection issues, speed, uptime, as this is out of our hands and Egypt does not have the best landline telecom infrastructure.
• The public WIFI credentials at Sheraton Plaza will be provided by the host.
• We strongly recommend all our guests to buy a local DATA-SIM upon arrival in Hurghada for reliable Internet access or as a back-up.
Click here for full information about the WIFI in our holiday rentals in Hurghada.
3rd Party Services
We cannot be held accountable for any 3rd party services such as uptime, speeds, reliability, temporary closures, etc.
Bedsheets, Towels & Linens
One set of towels, bed sheets and linens for two (2) persons are being provided for each stay no matter the length of the actual stay.
Laundry services are not provided.
Inspection of the Apartment(s)
• A video is taken just before check-in showing the state of the apartment and a video is also taken just after the guest(s) check-out.
• The purpose is to show the state of the apartment that are being delivered to the guest(s) and the state of the apartment left by the guest(s) for the purpose of disputing any claims on cleanliness, quality, broken furniture/items in the apartment before, and after, the guest(s) stay.
• The booking party is obliged to be there in person for a mandatory inspection of the unit before checking-out or such must be arranged shortly before the actual check-out.
Damages
• The booking party (guest) are being held personally responsible for any damages to the apartment and/or its furniture, equipment, hardware, etc.
• Any damages will be reported to the 3rd party booking platform if the booking took place via such.
• If there are serious damages, or refusal to compensate the damages, the police will be called.
Reviews & Wrongful Claims
We welcome any kind of review and all reviews will be responded to.
Should there be a bad review, we immediately start a thorough investigation and respond to the guest(s) accordingly either by email and/or in response to any review posted on the Internet.
We will not accept any unwarranted claims or inaccurate reviews for the sole purpose to obtain a full/partial refund.
All such reviews and/or claims will be met forcefully and will be reported to the 3rd party booking platform if the booking took place via such.
Miscellaneous
• Smoking is allowed on the patio/balcony but never inside. Smoking inside will be seen as damages to the apartment and the guest will be held liable for sanitation of the apartment and the costs related to the same. If found smoking inside, the fine is €1000.
• We accept no liability whatsoever for any services provided by a third party company such as for the private airport transfers, excursions, day-trips, etc.
• No parties or loudness in our apartments are allowed
• Only registered guests are allowed
• Do not engage in illegal activities anywhere in the apartment
• Please do not wear shoes inside
• Please dispose of all garbage in the trash can
• Cleanliness required
• Respect fellow neighbours and staff on site
• We do not assist with any type of visa application services
including using the address of your apartment for visa application services.
• No unmarried Egyptian couples. An Orfi between two Egyptians isn’t accepted or allowed and will be rejected. Egyptian married couples need to bring their physical marriage certificate to show upon request. Unmarried European couples are allowed with no restrictions. For mixed Egyptian / Western couples, at least an Orfi is required. For mixed couples where the female is Egyptian, and the male are non-Egyptian, inquire before booking. If the required marriage certificate or Orfi can’t be presented at check-in, check-in and entry to the apartment(s) will be refused.
• Max four (4) persons in our large Sheraton Plaza 414/415 and Tiba Resort P4 apartment unless otherwise agreed beforehand in writing.
• Extra charges apply per person and per day above 2 persons in the above mentioned apartments.
• Check-in/check-out using the key lockbox is strictly on a case-by-case basis and only allowed when the host has agreed to the same in writing.
• For any stains on the mattress, or duvet, there will be an additional cleaning fee charged of 700 Egyptian Pounds (€23) per piece payable upon check-out or via the resolution center on Airbnb if applicable and booked via Airbnb. The host has the sole decision on how, and when, to charge if any stains are found.
• By booking this property, you also fully confirm that you have researched the actual location of the property and that the location of the property has been fully accepted by you for the full purpose of your stay
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