Obligations of the host family:
– Welcome and integrate the host into the family´s daily life
– Ensure the maintenance and cleaning of the home
– Provide sufficient equipment in good condition in the host´s room (a bed, a table, a chair, a lamp and a wardrobe minimum)
– Ensure that the room is clean on the arrival of the host
– Prepare and share meals with the host
– Give the host a key to their home
– Offer the host the opportunity to do a load of laundry a week
– Leave a little space in the fridge and in a kitchen cupboard so that the host can keep food and drinks bought by themselves.
– Have Liability Insurance-
– The host families will never give money to the host
COVID-19: commitment with Your Family in Madrid preventive mesures protocol.
Obligations of the host:
– Respect meal times (and notify at least 2 hours before if he/she cannot come home on time)
– Respect the host family and all its members, as well as other hosts, their lifestyle, their customs and their housing. In general, the host must demonstrate to the family that he/she is open to a genuine exchange. Respect the use of communal areas.
– Ensure the cleanliness and tidiness of his/her room.
– The host (or his parents, if he/she is a minor) must have informed Your Family in Madrid when sending his questionnaire, about his allergies, illnesses and / or medical treatments. In case of omission of this information, Your Family in Madrid reserves the right to terminate the host’s stay, with no right to refund the host.
– He/she cannot invite visitors without prior authorization from the family. Overnight visitors are forbidden in any case.
– The host cannot cook. In the case the host keeps food in the kitchen (fruit juice, cakes, etc…), he/she will have to leave the kitchen in the same condition as it was found.
– It is strictly forbidden to take pictures or make a video of the family’s housing without its prior consent.
– Have insurance: European hosts must travel with the European social security card. Hosts from other countries must make sure they have medical insurance.
– Payments are never made directly to the host family.
– Minimum stay is two week (14 nights) for individuals and 4 nights for groups
-For minors, a parental waiver will be needed.
COVID-19: commitment with Your Family in Madrid preventive mesures protocol.
Your Family in Madrid obligations:
– Ensure the hospitality of the host families, of their predisposition to warmly welcome hosts and of the comfort level of housing.
– Ensure that the selected host family corresponds to the preferences of the host.
– Periodically check the host families and update descriptions (family members, new layout of housing, updated pictures)
– Transmit to the host all the necessary information to get to the family upon arrival.
– To make every effort to ensure the best relationship between the host and the family throughout the stay.
– In the unlikely event where the host would not be satisfied with the host family, Your Family in Madrid would change the family within a period of no longer than a week.
– The deposit paid by the customer to confirm the reservation will be refunded by the same way of payment after the customer’s departure and inspection of the room. In the event of damage caused by the customer, which could not be covered by the home insurance of the host family, the amount of the repair of the damage will be deducted from the deposit to be returned, after presentation of the invoice to the customer.
-For clients who have paid the deposit by bank transfer, Your Family in Madrid will send an email to ask the client for his account number for reimbursement within 3 days after his departure. The customer has a period of 2 months to send his bank details. Beyond this period, Your Family in Madrid will not be able to refund the deposit.
Expulsion:
Your Family in Madrid reserves the right to remove the host from the host family, without any refund of payments already made in the following cases:
- The host has a disrespectful or violent attitude towards the family and relatives or other hosts, housing and/or property. The host doesn´t respect the use of communal areas.
- The non-payment of rent.
Update September 2021 / COVID protocol:
- The host does not respect the prevention measures of the protocol of Your Family in Madrid and / or the prevention measures of the Spanish Ministry of Health.
Conditions for modification and cancellation of reservations:
A) Modification of reservation and cancellation for individuals
1.Reservation modification:
The modification of the reservation (change of arrival and / or departure dates) can be made up to one week before the day of arrival initially planned. Beyond this period, the rent corresponding to the period between the initial day of arrival and the actual day of arrival will be due. The availability of the initially confirmed host family will not be guaranteed, and if so, the host will be accommodated with another family.
2. Cancellation
Before arrival: In the event of cancellation, the initial payment for the confirmation of the reservation will be returned only if the cancellation is communicated by the customer at least 10 days before the scheduled arrival. For long stays (3 more months), the cancellation request must be communicated one month before the date of arrival so the deposit could be paidback.
During the stay: In case of cancellation during the stay, the deposit will be returned only if the client respects a 30 days notice before new check out date. The rents already paid will not be refunded under any circumstances.
Update September 2021 / COVID protocol:
In the event of cancellation before the start of the stay, the deposit will only be returned if the State of Alert is declared (both in the country of origin and in Spain), or the confinement of the geographical area to which the participant / client belongs or to which the host family belongs.
If the cancellation is due to a case of contagion within 15 days before the start of the stay (and therefore the client cannot travel), the deposit will be kept for a subsequent trip (to be carried out within one year) , and, where applicable, the other sums paid will be paidback. Proof of the positive test must be provided by the customer.
In the event of cancellation during the stay, the deposit will be returned after departure, but not the sums paid for the stay of the participant / client.
Requests for modification or cancellation must always be communicated in writing (email) to our services.
B) Modification of reservation and cancellation for groups
1.Reservation modification
The modification of the group reservation (change of arrival and / or departure dates, change of the number of participants) can be made up to 1 month (30 days) before arrival. If necessary, the host families could be different (problem of availability) and the estimate will be recalculated according to the actual number of participants. If the modification takes place within a period of less than 1 month (30 days) before the date of arrival, a supplement of 5 € per participant per week will be requested and in the event that the number of participants decreases, the difference will not be reimbursed.
Update September 2021 / COVID protocol:
In the event of a change in the number of participants due to cases of contagion, the conditions applied will be as follows:
- Between 15 and 7 days before the start date of the stay, the positive participant who cannot participate in the trip (proof of the positive test must be provided by the participant) will have to pay 30% of the cost of his stay.
- If the contagion takes place in the week prior to the date of the start of the stay (less than 7 days), the positive participant (who will have to give proof of the positive test) who cannot participate in the trip will have to pay 50% of the amount of his stay.
2.Cancellation
In case of cancellation, the deposit paid to confirm the booking will be refunded only if the cancellation request is made a minimum 1 month (30 days) before the arrival date of the group.
Beyond this time (30 days before the initial arrival date), payments already made will not be refunded (neither the deposit payment nor the 50% of the total booking paid one month before arrival).
In case of cancellation during the stay of one or more participants, payments already made will not be refunded
Update September 2021 / COVID Protocol
Before the start of the stay, in the event of cancellation for State of Alert or inability to travel decreed by the national authorities (both in the country of origin and in Spain), for confinement of the geographical area to which the participant belongs / client or to which the host family belongs, the stay may be postponed to later dates during the same school year. The amounts collected will be kept as a credit note. If the stay had to be postponed to the following school year, the amounts received would not be returned.
In the event of cancellation during the stay, the deposit will be returned after departure, but not the sums paid for the stay of the participant / client.
Requests for modification or cancellation must always be communicated by email to our services
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