These booking conditions together with the other information contained on www.ibizarocks.com (the “Sites”) form the basis of your contract with IBIZA ROCKS HOTEL PROMOCIONES S.L. Please read them carefully as they set out our respective rights and obligations.

We do not sell or offer for sale any “Holiday Travel Packages” or act as an “organiser” within the meaning of The Package Travel, Package Holidays and Package Tours Regulations 1992.

1.INTRODUCTION

1.1 Booking of Travel Suppliers products through the “Site”) is subject to these terms and conditions (the “Terms and Conditions”) and the specific Booking conditions of your relevant Travel Supplier(s). It is your responsibility to ensure that you have read, understood and agreed both prior to booking.

Travel; Suppliers; Ibiza Rocks Hotel Promociones S.L. act as an interface between you and various third party suppliers of travel services (“Travel Suppliers”) through which you can book any product(s) you choose as a result of the searches performed through our website. Travel Suppliers include, among others, hotels, hotel chains, airport transfer providers.

When Ibiza Rocks Hotel Promociones S.L. process your booking the contract for the travel services you choose will be between you and the Travel Supplier. The Travel Suppliers’ Booking Conditions are stated below and will apply to your booking and you must agree to them before Ibiza Rocks Hotel Promociones S.L. can process your booking request.

1.2 In these conditions a reference to:

a. “you”, “your” means the person making the booking and everyone else named on the booking (including anyone added or substituted at any time);

b. the “Lead Name” means the person identified on the booking confirmation as the “lead name” and to whom the invoice for the accommodation will be addressed;

c. “Accommodation” means the hotel room(s), apartment(s) or other form of accommodation and related services or products that you have booked or wish to book through the site;

d. “Hotel” means, as the context requires, the hotel in which a particular hotel room or apartment block is situated;

e. “Accommodation Provider” means the owner and/or provider of the Accommodation;

f. “Venue” means the location of the event; which could be inside Ibiza Rocks Hotel or at another location external to Ibiza Rocks Hotel but in & around the area of San Antonio/San Antonio Bay

g. “We”, “us”, “our” mean IBIZA ROCKS HOTEL PROMOCIONES S.L. a company registered in Spain with registration number B57615809 and registered address at Travesia del Mar 7 Bajos 07820 San Antonio, Baleares, Spain;

h. “IBIZA ROCKS HOTEL PROMOCIONES S.L.” is covered by an INDIVIDUAL DEPOSIT sum to the limit of 60,000 euros, to guarantee the economic responsibilities in case the obligations are not met before the consumers and end-users – Art 10 of Decree 13/2011, on 25 February – , which it is established that the general provisions necessary to have the freedom of establishment and provision of touristic services, the regulation of the declaration responsible and simplification of the administrative procedures related to tourism.

1.3 Please read the Terms and Conditions carefully. They apply to all bookings made for IBIZA ROCKS HOTEL PROMOCIONES S.L. and to all members of your party.

The terms and conditions in clauses 3, 6, 7, 9, 10 ,11 & 12 detailed below apply to ALL customers who book Ibiza Rocks Hotel via Ibizarocks.com or any 3 party tour operators, travel agent or on-line travel agent such as but not limited to Jet2, Booking.com, Expedia, On The Beach, HotelBeds, Jumbo Tours, Classic Holidays, TUI Travel, Easyjet etc.

2. CONTRACT FOR ACCOMMODATION AT IBIZA ROCKS HOTEL AND AIRPORT TRANSFERS* (*IF APPLICABLE)

2.1 Your contract of accommodation for Ibiza Rocks Hotel is with IBIZA ROCKS HOTEL PROMOCIONES S.L. Airport transfers (if applicable) are contracted and fulfilled by VIAJES IBIZA with whom responsibility lies to fulfil this service. We accept no liability in relation to any other arrangements that you book or for the acts or omissions of the Accommodation Provider or other person(s) or party (ies) connected with such arrangements.

2.2 It is important to check carefully the details of your booking. If you want to cancel or change your booking later, you may have to pay amendment or cancellation charges (set out below in clause 8).

2.3 In parties of two or more people, the person who makes the booking, entering their name as the “Lead Passenger”, accepts responsibility for making all payments to us for all members of the party. We will send all vouchers and other information to the “Lead Passenger”, who is responsible for ensuring that the other members of the party are kept fully informed.

2.4 Ibiza Rocks Hotel accommodation is available to ADULTS ONLY. The property will only accept bookings and check-in those aged 18 + at the time of arrival to the accommodation. This is a strict policy and those under age will be refused check-in. We will not be held responsible for any bookings made that do not follow this procedure. No refunds can be administered if this rule is not followed.

3. PAYMENT

3.1 All prices are set in the EURO currency, prices displayed in any other currency (including GBP sterling) are INDICATIVE ONLY. Any price presented on the website when selecting any currency other than EURO’s (including GBP Sterling) are based on an indicative exchange rate. Upon checkout, depending on your payment method and card supplier, you may be given the option to pay in another currency (including GBP Sterling). If you choose to pay in Sterling the final price charged to your account will depend on both the rate of any commissions applied by the card payment provider together with the effect of any differential in the exchange rate applied by your own bank/card provider compared to our indicative rates (at the time of your bank processing the transaction). Your invoice will show the confirmed Euro rate and payments paid in Euros.

3.2 Payment Dates:

1. The remaining balance of your hotel reservation must be paid 14 days before your check-in and/or the event(s) and can be paid in any sized instalments by agreeing to a Payment Plan (see 3.3) or by contacting our Hotel Sales Team.
2. If you book within 14 days of your check in date/event(s) then the full payment will be required at time of booking.

PLEASE NOTE: THE DEPOSIT PAID AGAINST YOUR BOOKING IS NON-REFUNDABLE.

3.3 By agreeing to the Rocks Deposit Rate at the time of booking, you agree to paying the price shown on the checkout page which is taken after you finish your reservation and the remaining balance which can be paid at anytime up until 14 days prior to check in date at the property/event date for any 2025 booking.

3.4 If we have still not received full payment for your booking after 14 days of the balance due date for your booking, any deposits will be lost and bookings will be cancelled. Bookings may be reinstated, however will be subject to availability and prices will be adjusted according to the rates on the day. By paying a deposit, the full amount or agreeing a payment plan, you are entering a contract and accepting these booking conditions.

3.5 Payments may be made by any major credit or debit card. We use sophisticated encryption technology to ensure your credit card details are secure. We do not accept laser cards or cash cards.

3.6 If a booking is made within 72 hours of departure it is compulsory that the credit card used to confirm the booking is presented to the Hotel Reception at check-in. Failure to present this card may mean the reservation is rejected unless a cash payment is made to the Hotel.

3.7 Payment for any incidental extras has to be made directly to the Accommodation Provider when you check out.

3.8 Your payment will be fully invoiced by IBIZA ROCKS HOTEL PROMOCIONES S.L. a company registered in Spain with registration number B57615809 and registered address at Travesia del Mar 7 Bajos 07820 San Antonio, Baleares, Spain;

4. CONFIRMATION OF YOUR HOTEL BOOKING

5. Once your payment has been received and processed we will send you a CONFIRMATION EMAIL to the email address you provided during the booking process, which will come from our booking system called Witbooking. You will also receive a registration email from our reservation system called MEWS.
6. All of our payments after your booking has been confirmed will come through a website called Paylands. Once you have made a payment, a confirmation page will be displayed showing if your payment has been successful. Feel free to get in touch to confirm if your payment has gone through.

5. AIRPORT TRANSFERS

5.1 Airport transfers are available to book at the time of making your hotel booking on our extras page or afterwards by speaking to our team or going via our website on our “Extras’ Page. We work with a company called ‘Viajes Ibiza’ who provide the service from their own desk located at the Ibiza Airport.

5.2 For all arrival transfers you must go straight to the Vijaes Ibiza desk in the arrivals hall. From there you will be directed to your transfer. Ibiza Rocks Hotel is not responsible for any missed transfers from Ibiza Airport & no refunds are applicable if a transfer is missed.

5.3 After making a transfer booking you will be contacted by a member of our team with a link to an online form where you must complete your travel details. It is your responsibility to complete these details a minimum of 48 hours before your arrival date. If this form is not completed 48 hours before your arrival then your transfer will not be secured and your booking becomes null and void and no refund will be applicable.  

5.4 For return transfers you will be contacted directly via email and text by the transfer company 48 hours before your departure back to Ibiza airport & they will advise you of your collection time at MEETING POINT 5. It is your responsibility to monitor your emails during your stay to ensure that you are aware of your collection time. Ibiza Rocks Hotel takes no responsibility for missed departures. 

5.2 Please note that the transfer drop up and collection point is at “MEETING POINT 5” which is approximately a 7 minute walk / 700 metre walk from the hotel. A document of these details will be sent to you once you have filled in our transfer form.

5.3 Airport Transfers booked as an extra to your hotel booking are payable at the same time as your hotel balance. If you have paid for your booking in full along with your transfers and you cancel outside of 14 days of your arrival date, the payment can be refunded. Any cancellations inside of 14 days of your arrival, payments are non refundable.

6. ON ARRIVAL AT AND STAY AT IBIZA ROCKS HOTEL

6.1 HOTEL CHECK IN TIMES at Ibiza Rocks Hotel is from 16:00 on the first day/night of your stay, although if your room is ready, you will be able to check in sooner. During busy times sometimes your room may take longer so please be patient if this is the case. The reception is open 24 hours a day; if you arrive in the early hours of the morning please book your room from the day before to ensure you can check in straight away. There are luggage rooms and showering facilities for you if you have a waiting period between check in times. The lead guest must be present at the time of checking in unless you have contacted our Team with an update (such as early arrival/fight delays).

6.2 BOOKING CONFIRMATION & PASSPORT – When you arrive at Ibiza Rocks Hotel you will be required to present your original booking confirmation to the Reception that will be retained by the Hotel staff for internal use. The accommodation provider will need your PASSPORT(S) on arrival as they are required to take some essential information by law.

6.3 TOURISM ECO TAX – Customers visiting the Balearic Islands are required to pay a Sustainable Tourism Tax which was introduced by the Spanish authorities for all stays since 01/07/16. This tax will be collected by the hotel at the time of check in and will be €2.20 per person per day for 2025. Outside the peak summer season, the tourism tax will be €1.10.

6.4 HOTEL WRISTBAND – Once you have checked in to Ibiza Rocks Hotel each member of your booking will be provided with a Hotel Wristband. This is the key to your room but also identifies yourself as a guest of the hotel. Wristbands must be worn at all times and there is a charge for replacing the wristband of €60 if you lose or misuse your wristband. 

6.5 QR CODE – As a Hotel Guest, you will be required to register via our Hotel QR Code for our events. This can be done via our Reception Desk for you and your group, and you’ll need to scan with our team before entering our Events within the Hotel.

6.6 SPECIAL REQUESTS – If you have any special requests that do not form part of the standard services for the Accommodation please let us know in writing at the time of booking. We will pass on all such requests to the Accommodation Provider, but unfortunately cannot guarantee that they will be met. Further, if the Accommodation Provider is unable to meet such requests, neither we nor they can have any liability to you in this respect. The email address for requests is hotelsales@ibizarocks.com.

6.7 PERSONAL BELONGINGS – For peace of mind personal belongings and items of value should be kept in the in room safety deposit box. These Safety deposit boxes are code generated. We and the accommodation provider accept no liability whatsoever for any accident, loss or damage to your property unless such loss is demonstrably due to negligence on the part of the accommodation provider. 

LOST PROPERTY – we or the hotel provider accept no responsibility for any property left / lost at the hotel. If you have lost anything within the Hotel, please email recepcion@ibizarocks.com. We will not be able to return any items left at the hotel once you have departed the resort, you will need to organise the return via a courier or an authorised person to collect via notification to our reception team. Any personal possessions or other items which are found at the hotel shall be retained by the hotel for a period of 30 days following their discovery. During this period You may collect any item which belongs to You from reception upon reasonable proof of identification and ownership. If, upon the expiry of 30 days from the date of its discovery, any item has not been collected by you, the hotel reserves the right to dispose of any such items as it sees fit without any further liability to You (notwithstanding anything else in the Conditions). Where possible, any uncollected items will be donated to charity.

6.8 HOUSEKEEPING – The Hotel provider endeavours to provide a housekeeping service 3 days a week with towel changes at 3 times per week. Bed linen changes take place at least once per week. If the housekeeping team is unable to access your room during the day due to your occupation, please advise reception and housekeeping will visit your room as soon as possible. PLEASE NOTE: the hotel cleaners are not allowed to move your belongings and will only clean your room if they are able to access the surfaces, therefore if you wish your room to be cleaned please leave all areas tidy.

6.9 HAIR & BEAUTY – Hair and makeup artists are permitted to come into the hotel if there isn’t an event taking place at the time. Hair and makeup artists must leave their ID with the Reception team and Security at the entrance to the hotel, once they’re finished they must let the team know when they’re leaving. If it is an event day they will not be allowed in the hotel unless they leave before the start of the event.

6.10 CUSTOMER CONDUCT – Ibiza Rocks Hotel is a lively, party hotel however rules do need to be in place to ensure you and our other hotel guests get everything they need from their holiday, including sleep! When you book Accommodation through IBIZA ROCKS HOTEL PROMOCIONES S.L, you accept responsibility for the proper conduct of yourself and your party during your stay. The Accommodation Provider reserves the right to terminate the agreement if at any time you or any member of your party, in their reasonable opinion, conduct is improper. The Accommodation Provider also reserves the right to evict on the basis of antisocial/illegal behaviour or behaviour that presents a risk to yourself, other guests or staff members. Full cancellation charges will then apply and no refund will be given. Furthermore, we or the Accommodation Provider shall be under no obligation whatsoever to pay compensation or meet any costs or expenses you may occur as a result of their terminating your stay in accordance with this paragraph.

If your actions or those of any member of your party cause damage to the accommodation in which you are staying, you agree to fully indemnify us against any claim (including legal costs) made against us by the Accommodation Provider. You will also be liable to make a reimbursement before the end of your stay to the Accommodation Provider for any such damage caused.

6.11 BREAKAGES / ROOM DAMAGE – You will be held responsible to pay for breakages or damage to your room. When checking into your room, if you notice anything broken or missing then please report this to the Reception Team within 24 hours and we will replace or repair it wherever possible. Please note it is important that you do report this information to reception as you may be charged.

6.12 VENUE POOL – Please be aware that the pool in the Main Venue is a shallow pool with a maximum depth of only 0.75M. Please take care, only enter this pool by using the steps and DO NOT jump or dive into the pool. For normal pool activities please use the Chill Out  Pool behind our Lobby.

6.13 HOTEL CHECK OUT TIME – You will need to check out no later than 11am. This allows the Hotel to ensure rooms can be ready for the 4pm Check-In. Depending on availability, it may be possible for you to purchase late check-out. Please request a late check out the day before you are due to depart. Prices and availability varies depending on dates of stay. This cannot be booked before travel.

The Hotel provide showers and changing facilities should you have already checked out and require them on departure day, which can be found by the Central Bar.

6.14 Partner Properties will operate their own policies and it is the responsibility of the customer to check these policies on the properties own website.

7. ENTERTAINMENT PROGRAMME

7.1 All IBIZA ROCKS HOTEL PROMOCIONES S.L. events, as well as other branded events will take place either in the Ibiza Rocks Hotel or selected other venues in/around the San Antonio area on selected dates in May, June, July, August and September. All event programs, days and dates are subject to change. Any specific artists or event programs presented at time of booking are not guaranteed to be the eventual artist or event program operated during your stay/booking. However, where an artist has been announced at the time of your booking, the conditions of 7.5 below will apply.

7.2 For guests staying in the Ibiza Rocks Hotel, you will have free general admission to all the events taking place during your stay. This is included with your accommodation wristband for access to the Hotel and your room.

7.3 During all events held at Ibiza Rocks Hotel only the guests booked into the room will be allowed to watch the event from their balcony (if applicable). Any additional guests on the balcony will be asked to leave by security.

7.4 PLEASE NOTE – All events are not only limited to Hotel guests, the Venue operates as an Event venue and the general public can reserve Tickets, Beds, Tables and/or Sofas. During the events the drinks prices will be increased.

7.5 SET TIMES OF EVENTS – Set times for events are not announced in advance and are subject to change. Our advice is to always ensure you arrive at the Venue before 4pm for our day time events.

7.6 Reservation Fee, Cash Back Credit & Minimum Spends

7.6.1 Reservation Fee

1. A Reservation Fee will be applied to all bookings, whether you have a Bed, Table or Sofa Booking within the venue.
2. Hotel guests will receive this cover charge back as an extra bonus credit towards their Minimum Spend (7.7.2)

7.6.2 Food & Beverage Credit

1. F&B Credit means by booking a DayBed, Table or Sofa for an event the group commits to spending at least that amount/value on food & beverage throughout the event.
2. All DayBeds, Tables & Sofas are booked with a MS which may vary per event.
3. F&B Credit is non-transferable; meaning the value cannot be allocated to other bookings you may have on other days.
4. If you do not reach your F&B Credit during the hours of the individual event per day, you will not be refunded the difference and the remaining amount cannot be transferred to another booking or event.
5. Where the value of your bill at the end of the event exceeds the pre-paid MS, the difference must be paid to the Host before leaving the venue.
6. If you have booked more than 1 DayBed, Sofa or Table, the total MS will be the total of your full booking (of all Beds, Sofas or Tables booked) to be redeemed by your whole group.

7.7 If you cancel your booking any time once the booking has been made, any deposit paid at the time of booking is non-refundable (see section 9 below).

7.8 You must bring a photo ID and the credit/debit card on which you have paid your deposit if you have booked directly through email.

7.9 Daybed, Table or Sofa bookings will remain confirmed regardless of the weather on event day unless otherwise communicated.

7.10 Attending an Event:

1. The venue reserves the right to refuse entry and to eject customers from the venue.
2. Any form of verbal or physical abuse towards employees of the Venue or fellow customers will not be tolerated and may result in prosecution.
3. Admission to an event is at all times subject to any terms, conditions or rules of the venue operator. If you breach those terms, conditions or rules then the venue operator may refuse admission or require you or other customers to leave the venue.
4. Amongst other things you will need to fully comply with all health, safety and COVID-19 rules and any security requirements (including security searches of which there are at least 2 prior to entering the venue for the safety of all those attending the event).
5. The venue has the right to refuse admission or eject you in certain circumstances and these are likely to include if you are involved with abusive, threatening, drunken or other anti-social behaviour, or carry offensive weapons or illegal or prohibited substances or make unauthorised audio, video or photographic recordings. No compensation or refunds are given if this is the circumstance.
6. There will often also be rules restricting or preventing the admission of latecomers depending on the time of arrival and the time the event finishes.
7. The Venue will highlight any terms, conditions or rules relating to the event of which it is aware and which it considers particularly significant, onerous or unusual. This will generally include age restrictions, ticket types etc
8. Before you finalise your booking, please read all the information that applies to the event. If you or any member of your party has particular requirements please raise these when booking and we will endeavour to address your query (Contact us: events@ibizarocks.com). There can be no guarantee that requirements can be met if notified at the event.
9. Ibiza Rocks Hotel and other 3rd party venues operate a no re-admittance policy for all of our Events.
10. Any Guests who have any medical requirements or needs to bring medication and must notify us in advance of arrival to the venue through customerservice@ibizarocks.com.

7.11 VENUE POOL @ IBIZA ROCKS HOTEL – Please be aware that the pool in the main Venue at Ibiza Rocks Hotel is a shallow pool with a maximum depth of only 0.75M. Please take care, only enter this pool by using the steps and DO NOT jump or dive into the pool.

8. IBIZA ROCKS HOTEL ROOM CANCELLATIONS OR AMENDMENTS

8.1 AMENDMENTS

8.1.1 If you want to change any aspect of your booking after we have sent your confirmation, amendments will be based on your rate plan as per below:    

• Rocks Deposit Rate;
  • Make as many changes to the booking as required with no administration fee up until 14 days before your arrival date.
  • All changes made should there be any difference in price (positive or negative) this will be recognised in the booking and applied to the final price.

8.1.2 All AMENDMENT requests must be made through our Travel Team who you can email on hotelsales@ibizarocks.com.

8.1.3 If you amend your stay less than 14 days before Check In Date = you will not be entitled to any form of refund.

8.1.4 If you wish to make any change to your booking whilst on holiday (e.g. upgrading accommodation or extending your stay), all requests are subject to availability and any extra cost must be paid immediately direct to the Hotel Reception.

8.1.5 Guests are allowed to amend their booking to new dates if required and depending on availability. This is including dates in the year after their current booking. Please note only one date change to the next season is allowable. After that, if the guest can not stay on their amended dates then the booking will be cancelled and at a loss of deposit.

8.2 CANCELLATIONS 

8.2.1 Bookings made, should you wish to cancel your booking completely and have booked the Rocks Deposit Plan then the following cancellation charges will apply:

• If you cancel your stay more than 14 days before your Check In Date = loss of deposit amount.
• If you cancel your stay less than 14 days before Check In Date = loss of 100% of total booking amount

8.2.2 CANCELLATIONS or PART CANCELLATIONS must be received in writing via email to hotelsales@ibizarocks.com.  Please quote your Booking Reference beginning with M in all correspondence.  Emails to this email address will be responded to within 7 days.

8.2.3 From the point in which a refund of the balance paid is agreed, the refund will be processed within 60 days.

8.2.4 In cases where an event(s) is/are cancelled due to circumstances beyond the control of the Hotel and you wish to cancel your room reservation, the cancellation policy as noted in 8.2 above will apply.

8.3 In the unforeseen circumstance that we cannot fulfil your accommodation booking in full or part of, then we will endeavour to provide accommodation of a similar standard (star rating). In this instance access to the Ibiza Rocks Hotel and events will still be part of the booking. In this circumstance we will compensate each member of the party a maximum of €50 per person in the form of vouchers to be used at Ibiza Rocks Hotel. This will be in full and final settlement.

9. EVENT CANCELLATIONS OR AMENDMENTS

9.1 You should always check that an Event and/or Poolside Session is going ahead at the scheduled date, time and venue.

9.2 If an Event is rescheduled, the Venue will usually give you the option of either retaining or exchanging your event pass or venue booking for the new date/location, or alternatively claiming a refund or part-refund.

9.3 If an Event is cancelled you will need to contact your Booking Agent for more information.

Please note any Booking and/or Transaction Fees are non refundable in any circumstances.

9.4 If we do not hear back from you within 14 days of the event being cancelled, then the offer of a refund will no longer be applicable.

9.5 No refunds/part refund will be offered under any circumstances if you fail to comply with all terms and conditions applicable to the venue and/or the event.

10. TRAVEL INSURANCE

10.1 It is a strict requirement of Ibiza Rocks Hotel Promociones for you to have adequate and comprehensive Holiday/Travel Insurance to stay at Ibiza Rocks Hotel.

 11. MEDIA & RECORDINGS AT EVENTS

11.1 Photographs or any other recordings of sound or images taken within the Hotel and Venue(s) may be used for personal, private, non-commercial and non-promotional purposes only. The event guest shall not, except for personal, private, non-commercial and non-promotional purposes and in any event not for commercial gain, disseminate at any time, over the internet, radio, television and/or any other current and/or future form or type of media, any sound, image, description of the Event (in whole or in part) including (without limitation) any such content made, recorded or captured in still or moving form by mobile phones or by any other form of wireless and/or portable device, and shall not assist any other person(s) in the conduct of such activities. 

11.2 Any recording or transmitting equipment (including professional cameras), unauthorised photos, recordings, tapes, films or similar items may be confiscated and/or destroyed.

11.3. Each guest attending the Event: 

12. acknowledges that he/she is likely to be recorded and the resulting content publicly disseminated across a range of media;
13. acknowledges that the police and/or security staff may carry out filming for the security of event guests and the prevention of crime; 
14. agrees that perpetual use may be made, free of charge, of his/her voice, image and likeness captured whilst present at or about the Venue(s) (by means of live or recorded video display, broadcast, transmission or other dissemination or recording, photographs or any other current and/or future media technologies) and waives, on an irrevocable, worldwide, perpetual basis, all rights to object to such recording and the broadcasting, transmission or other dissemination thereof in any current and/or future media technologies;
15. acknowledges and agrees that We are the sole legal and beneficial owner of the copyright and any other intellectual property rights of any nature whatsoever in and to any recordings of sound or images taken within the Venue(s) (including future rights to such recordings or to any works derived from such recordings) and waives, on an irrevocable, worldwide and perpetual basis, all rights (including moral rights) in and to any such recordings;
16. hereby unconditionally and irrevocably grants to Ibiza Rocks a perpetual, exclusive, freely assignable and royalty-free licence to use, adapt, distribute and/or exploit, by any means and in any current and/or future form or type of media or format, any recordings taken by the guest within the Venue(s) in breach of point 11.1.

12. COMPLAINTS PROCEDURE

12.1 If you have a complaint whilst you are staying at the Accommodation, you must inform the Customer Service Team at the accommodation immediately in order to give them the chance to resolve the problem. You can also contact them via customerservice@ibizarocks.com. A report form MUST be completed with a member of the accommodation team whilst you are in resort. Any right to compensation will be lost if you fail to do this. If you are not offered a report form please ask to speak with the Customer Service Manager or Accommodation Manager. 

12.2 If the issue is not resolved to your satisfaction, you should contact the Customer Service Manager or Accommodation Manager via customerservice@ibizarocks.com. We will act as an intermediary to try and rectify the problem. In the event that we are unable to do so and you wish to take matters further, you must do so directly with the Accommodation Provider concerned.

12.3 If you made a booking through an agent or third parties please direct any post holiday complaints to the booking agent (such as Jet2, On The Beach, Booking.com etc.) in the first instance, they will make contact with the Accommodation Provider on your behalf to get a resolution. You must still report the issue to the Customer Service Team or Reception Team in resort during your stay.

13. GENERAL INFORMATION

13.1 Maintenance, changes and improvements take place all year round. No compensation will be offered if a facility is unavailable, but the Accommodation Provider will endeavour to provide a suitable alternative. During the quiet months only our Chill Out Pool and Bar will be open.

13.2 We cannot be held responsible for the failure of public services (e.g. water, gas, electricity etc.) or for any disturbance that is beyond our control. In all cases including personal injury or death, our liability to you for the total of all claims arising out of your holiday with us, is limited to the cost of the booking.

13.3 All prices are correct at the time of publication, but may change without notice, with the exception of confirmed bookings. Confirmed bookings will not alter.

13.4 All Ibiza Rocks Hotel properties and facilities are exclusive to customer use only; outside guests will not be permitted access to the hotel without a valid wristband.

13.5 The Hotel reserves the right to refuse any booking.

13.6 We cannot be liable in any way for the acts or omissions of others.

13.7 The purchase by you of accommodation and/or event passes/events daybeds, tables or sofas and these terms and conditions (and any contractual or non-contractual matters arising in relation to these terms and conditions) are governed by Spanish law and any disputes arising out of any transaction between you and IBIZA ROCKS HOTEL PROMOCIONES are subject to the exclusive jurisdiction of the Spanish Courts.