AlicanteStay management contract model

1. Purpose of the contract

THE OWNER instructs AlicanteStay to carry out the commercial and operational management of the property.

The services may include, among other actions:

• Creating, publishing and optimising listings.
• Marketing the property.
• Managing calendars and availability.
• Managing bookings.
• Reviewing and optimising prices.
• Guest communication and support.
• Coordinating check-ins and check-outs.
• Coordinating cleaning and laundry.
• Managing and following up on incidents.
• Coordinating maintenance and repairs.
• Managing suppliers.
• Financial monitoring of the operation.
• Regular reporting to the owner.
• Organising documentation related to the property.
• Support with certain administrative procedures.
• Access to the AlicanteStay private owner portal.

AlicanteStay may use any technological tools it considers appropriate to provide the services, including booking systems, channel managers, automation tools, communication solutions and artificial intelligence tools.

This contract does not constitute a lease of the property to AlicanteStay nor a transfer of its ownership or possession.

2. How we work

AlicanteStay works for and on behalf of THE OWNER.

Our main goal is to simplify the management of the property and pursue the best reasonably achievable outcome, taking into account:

• The property’s characteristics.
• Its location.
• Demand.
• Competition.
• The season.
• The different marketing channels.
• Operating costs.
• The owner’s preferences.

Management is approached as an ongoing collaboration.

AlicanteStay will seek to:

• Reasonably maximise income and occupancy.
• Improve the property’s positioning.
• Regularly review prices and demand.
• Identify new marketing channels.
• Optimise listings and commercial terms.
• Avoid unnecessary costs.
• Find competitive solutions for maintenance and supplies.
• Keep the owner informed.
• Propose improvements that may boost the property’s performance.

AlicanteStay cannot guarantee a specific level of income, bookings or occupancy, as these results also depend on external factors and market developments.

3. Periodic property review

AlicanteStay will carry out a periodic review of the property’s performance, normally on a monthly basis.

The review may cover, among other aspects:

• Bookings received.
• Occupancy.
• Average rate.
• Income.
• Length of stay.
• Performance of the different portals.
• High- and low-demand periods.
• Competition.
• Potential new marketing channels.
• Operating costs.
• Possible improvements to the property.

The strategy may be adjusted progressively based on the results obtained.

Each property is managed according to its own characteristics. A studio, a family apartment, a premium home or a large house may require completely different approaches.

4. Marketing the property

THE OWNER authorises AlicanteStay to market the property through whichever channels are considered appropriate.

These may include, among others: Booking.com, Airbnb, Vrbo, Agoda, other specialised platforms, the AlicanteStay website and direct-booking systems.

AlicanteStay may assess and add further national or international channels where this may help increase bookings or improve results.

The aim is to achieve the widest reasonably possible presence for the property on the channels suited to it.

5. Pricing strategy

THE OWNER authorises AlicanteStay to manage and adjust the property’s prices according to commercial criteria.

Among other factors, the following may be considered:

• Season.
• Demand.
• Occupancy.
• Day of the week.
• Booking lead time.
• Length of stay.
• Events.
• Prices of comparable properties.
• The property’s characteristics.
• Historical booking data.

Dynamic pricing systems and promotions may be used where considered appropriate.

The aim is to find the best possible balance between price, occupancy and income.

6. AlicanteStay fees

For its ordinary management services, AlicanteStay will receive fees equivalent to:

on the gross accommodation amount of each booking managed by AlicanteStay, before deducting the commissions charged by Booking.com, Airbnb or other marketing channels.

Unless otherwise agreed, the following will not form part of the 14% calculation base:

• Cleaning.
• Laundry.
• Deposits or security deposits.
• Taxes and fees.
• Extraordinary services.
• Other amounts charged separately to the guest that are not part of the accommodation price.

Bookings that are cancelled and actually refunded will not generate a fee on the amounts actually returned to the guest.

7. Direct collection of bookings

One of AlicanteStay’s principles is that THE OWNER should have as much control as possible over the income generated by their property.

For this reason, unless the owner indicates otherwise or it is not technically possible on the relevant channel, platforms will be configured so that booking amounts are paid directly into the account specified by THE OWNER.

As a result:

• THE OWNER receives the property’s income directly.
• AlicanteStay does not need to receive those funds beforehand.
• The owner’s income and AlicanteStay’s fees remain clearly separated.
• THE OWNER has simpler traceability of their activity.

Where a platform, payment gateway or other operator requires a different payment procedure, AlicanteStay will inform the owner and, as far as possible, maintain the same standard of transparency.

8. AlicanteStay invoicing and payment

AlicanteStay will periodically issue invoices for its services.

Unless a different term is set out in the particular terms, THE OWNER must pay each invoice within a maximum of:

Where an invoice is overdue and unpaid, AlicanteStay may demand payment.

If the debt remains outstanding after such a request, AlicanteStay may suspend non-essential services or terminate the contract, without prejudice to bookings already confirmed and obligations owed to guests.

Late-payment interest and other consequences of non-payment shall be as provided under applicable law.

9. Expenses and financial records

When AlicanteStay arranges expenses relating to the property, it will endeavour to provide THE OWNER with the corresponding invoice, receipt or other supporting documentation.

Expenses may include, among others:

• Cleaning.
• Laundry.
• Repairs.
• Maintenance.
• Purchases.
• Replacement of household items.
• Products.
• Consumables.
• Professional services.
• Other expenses related to the property.

The aim is for THE OWNER to keep proper track of income and expenses and to have the documentation needed for accounting and tax purposes.

Whether a given expense is tax-deductible will depend on the owner’s individual circumstances, the applicable tax rules and compliance with the relevant tax requirements.

10. Owner portal

AlicanteStay will give THE OWNER access to a private portal, in line with the features available at any given time.

Through it, the owner may progressively view information relating to their property, including:

• Calendar.
• Bookings.
• Upcoming arrivals.
• Occupancy.
• Income.
• Expenses.
• AlicanteStay fees.
• Maintenance.
• Purchases.
• Incidents.
• Documentation.
• Financial information.
• Property performance over time.

Certain data may initially appear as provisional until confirmed by platforms, banks, suppliers or external systems.

The purpose of the portal is to give the owner a clear, transparent view of everything happening with their property.

11. Periodic financial information

AlicanteStay will normally provide the owner with monthly information on the property’s financial performance. This may include:

Income

• Bookings.
• Other income related to the property.

Expenses

• Platform commissions.
• AlicanteStay fees.
• Maintenance.
• Repairs.
• Purchases.
• Replacements.
• Other costs.

Where THE OWNER has received booking income directly, this document constitutes an activity financial summary rather than a statement of funds held by AlicanteStay.

12. Cleaning

The cost of cleaning will depend on each property’s characteristics.

A small studio and a large home with several bedrooms, bathrooms and high capacity objectively require different amounts of work.

The price may depend, among other factors, on:

• Floor area.
• Number of bedrooms.
• Number of bathrooms.
• Capacity.
• Terraces and outdoor areas.
• Specific features.
• Time required.

As an initial reference, a simple clean may start from approximately:

This amount is purely indicative and does not constitute a fixed rate.

Whenever commercially possible, the cost of cleaning may be included among the amounts charged to the guest as part of the booking.

13. Laundry

The laundry service will depend on the amount of linen used during each stay.

Its cost is usually calculated based on the weight or volume of laundry processed.

Purely as a reference:

• A stay for around two people: from about €25.
• A family stay for around four people, including bed linen and towels: approximately €30.

The actual cost will depend on the number of guests, beds used, the type and amount of linen, and the laundry provider’s current rates.

14. Welcome pack

AlicanteStay will endeavour to provide guests with a small welcome pack. It may include:

• Water.
• Coffee.
• Basic cleaning products.
• Shower gel.
• Shampoo.
• Fabric softener.
• Other basic products.

Its contents may vary depending on the property and the needs of each stay.

The cost of these products may be treated as an ordinary operating expense of the property.

15. Purchases, furnishing and replacements

At THE OWNER’s request, or where reasonably necessary for the property to run properly, AlicanteStay may arrange purchases or replacements. In particular:

• Kitchenware.
• Bed linen.
• Towels.
• Pillows.
• Household items.
• Cleaning products.
• Consumables.
• Minor equipment.
• Items for guests.

AlicanteStay will seek a suitable balance between quality and price and will avoid unnecessary expense.

Expenses incurred on the owner’s behalf will be duly documented.

16. Property inventory

THE OWNER will provide AlicanteStay with an initial inventory of the property and its main items. It may include:

• Furniture.
• Appliances.
• Kitchenware.
• Textiles.
• Equipment.
• Electronic devices.
• Keys.
• Remote controls.
• Access systems.
• Other relevant items.

AlicanteStay may supplement the inventory with photographs, notes and subsequent updates.

17. Maintenance and incidents

One of AlicanteStay’s aims is to keep maintenance costs as low as reasonably possible.

Whenever feasible, AlicanteStay will try to resolve an incident through the simplest option before commissioning more costly work.

Where necessary, AlicanteStay may coordinate technicians, professionals and suppliers.

Ordinary upkeep costs of the property are borne by the owner where they are not recoverable from guests, platforms, insurers or third parties.

For non-urgent work costing more than:

AlicanteStay will seek the owner’s prior authorisation.

Prior authorisation will not be required where urgent action is needed to:

• Protect people.
• Prevent further damage to the property.
• Resolve a situation that would reasonably prevent a guest from staying.
• Deal with an emergency.

In such cases, AlicanteStay will inform the owner as soon as reasonably possible.

18. Owner’s use of the property

THE OWNER may reserve the property for their own use, or for family, friends or any other purpose they consider appropriate.

To do so, they must notify AlicanteStay of the dates they wish to block as far in advance as possible.

Once notified, AlicanteStay will block those dates on the marketing calendars.

THE OWNER should bear in mind that dates for which a booking has already been confirmed will not be available for personal use unless that booking can be cancelled under its applicable terms.

19. Already confirmed bookings

Bookings made through Booking.com, Airbnb or other platforms are subject to the terms of the relevant operator.

Cancelling a confirmed booking may:

• Not be permitted.
• Require the platform’s involvement.
• Result in penalties.
• Require rehousing or compensating the guest.
• Affect the property’s ranking.
• Generate costs.
• Have consequences for the account or listing.

AlicanteStay therefore cannot guarantee the cancellation of a confirmed booking at the owner’s request.

In exceptional situations, AlicanteStay will take reasonable steps with the relevant operator.

20. Bookings made directly by the owner

THE OWNER may obtain bookings through their own means, provided existing availability is respected and such bookings are immediately reported for inclusion in the calendar.

Where a booking is obtained directly by THE OWNER and does not require AlicanteStay’s management services, the standard 14% fee will not apply.

Where THE OWNER asks AlicanteStay to fully or partly service such a booking — including guest communication, check-in/check-out coordination, incidents, cleaning or other services — the corresponding terms and cost may be agreed separately.

21. Centralised calendar

To avoid double bookings, every booking, block or period of personal use of the property must be reflected in the calendar managed by AlicanteStay.

THE OWNER must not directly commit dates that already appear as booked.

22. Switching from another manager

Where the property is currently managed by another company, professional or agency, AlicanteStay may take charge of organising the transition.

The aim is to make the change as simple as possible and require as little effort as possible from the owner.

THE OWNER must provide the data, access and documentation available to them.

AlicanteStay may, among other actions:

• Gather and organise information.
• Review existing bookings.
• Set up calendars.
• Prepare or update listings.
• Configure management systems.
• Review prices and availability.
• Coordinate operational services.
• Migrate data where technically possible.
• Organise the change of manager.

AlicanteStay will not be liable for restrictions imposed by previous managers, platforms or third parties regarding the transfer of accounts, listings, photographs, reviews, bookings or information.

23. Licences, permits and administrative procedures

Where THE OWNER needs it, AlicanteStay may provide assistance with procedures relating to the property. This may include:

• Licences.
• Registers.
• Registrations.
• Administrative notifications.
• Filing of documentation.
• Changes of ownership or details.
• Coordination with technicians.
• Other procedures related to the activity.

Where an action requires the involvement of architects, engineers, lawyers, administrative advisors or other professionals, AlicanteStay may help coordinate such services.

Government fees, professional fees and other external costs are borne by the owner.

Extraordinary services beyond ordinary management may be quoted separately.

24. Guest registration

AlicanteStay may help the owner meet obligations relating to the registration and reporting of guests to the competent authorities.

Specialised software and the relevant official government systems may be used for this purpose.

AlicanteStay may help to:

• Set up the system.
• Organise data collection.
• Integrate online check-in tools.
• Carry out or facilitate the required data submissions.
• Resolve administrative issues relating to the procedure.

Where the legal obligation rests with the owner of the property or the registered operator of the activity, legal responsibility will remain with that person, regardless of the assistance provided by AlicanteStay.

25. Guest support

AlicanteStay will handle routine communication with guests before, during and after their stay. This may be provided via:

• Booking platforms.
• Phone.
• WhatsApp.
• Email.
• The website.
• Automated systems.
• Artificial intelligence assistants.

The aim is to answer queries quickly, provide useful information about the property and effectively handle any incidents that arise.

26. Technology and artificial intelligence

AlicanteStay may use technological solutions, automation and artificial intelligence as management support tools. They may be used to:

• Answer frequently asked questions.
• Provide information about the property.
• Classify incidents.
• Draft communications.
• Analyse bookings.
• Provide information to the owner.
• Automate administrative tasks.

Automated systems are auxiliary in nature.

Matters requiring an exceptional decision, a significant financial commitment, an unusual action or human judgement will be referred to a responsible staff member.

27. Damage caused by guests

Where possible damage caused by guests is identified, AlicanteStay will endeavour to:

• Document the incident.
• Take photographs and gather evidence.
• Report it.
• Follow the available claims procedure.
• Make use of, where applicable, deposits, insurance or platform protection mechanisms.

AlicanteStay cannot guarantee that a claim will ultimately be paid where its outcome depends on a guest, platform, insurer or other third party.

28. Liability and scope of management

AlicanteStay will be liable to THE OWNER for direct damage resulting from negligent conduct or a breach directly attributable to AlicanteStay in providing the contracted services.

AlicanteStay will not be liable for events or circumstances beyond its reasonable control, including, among others:

• Guests’ actions.
• Decisions made by booking platforms.
• Failures by external suppliers.
• Utility supply interruptions.
• Telecommunications problems.
• Actions by residents’ associations.
• Administrative decisions.
• Force majeure.
• Damage that predates AlicanteStay’s management.
• Inherent defects in the property or its installations not caused by AlicanteStay.

Where AlicanteStay coordinates external suppliers, each such supplier will remain liable for its own work, without prejudice to AlicanteStay’s duty to make reasonable selections and coordination.

The automated and artificial intelligence tools used by AlicanteStay are auxiliary support systems and do not exclude any liability that AlicanteStay may legally bear for its own actions.

Nothing in this clause shall limit any liability that cannot legally be excluded or limited.

29. Owner’s obligations

THE OWNER undertakes to:

• Hold sufficient title to the property.
• Provide true and up-to-date information.
• Keep the property in suitable condition.
• Keep the necessary utilities in working order.
• Hold the licences, registrations and authorisations legally required.
• Maintain adequate insurance.
• Provide the inventory and relevant documentation.
• Report circumstances affecting the property.
• Give advance notice of periods of personal use.
• Bear the costs inherent to their property.
• Reasonably provide the authorisations needed for management.

30. Data protection and privacy

Personal data processed in connection with the management will be used solely for the purposes necessary to provide the services, manage the property, handle bookings, support guests, issue invoices and comply with legal obligations.

AlicanteStay will process this information in accordance with applicable data protection legislation.

Detailed information on:

• The data controller.
• Purposes.
• Legal bases.
• Recipients.
• Technology providers.
• Retention periods.
• Data subjects’ rights.

will be provided through the corresponding Privacy Policy and, where necessary, through specific data protection agreements or annexes.

31. Communications

The parties may use the following as their usual means of communication:

• Email.
• WhatsApp.
• Phone.
• The owner portal.
• Other agreed electronic means.

Communications relating to termination of the contract, significant changes to economic terms or extraordinary authorisations must be made through a means that allows the content to be recorded.

32. Contract term

The contract shall be of indefinite duration from the date of signing.

Our intention is for THE OWNER to keep working with AlicanteStay because they are satisfied with the management, transparency and results — not because they are bound by unnecessarily rigid lock-in terms.

33. Termination

Either party may end the relationship by written notice with a minimum period of:

Termination of the contract will not affect:

• Bookings already confirmed.
• Services already provided.
• Previously committed expenses.
• Outstanding invoices.
• Obligations arising during the term of the contract.

Both parties will cooperate to carry out an orderly transition and cause the least possible inconvenience to the owner and guests.

34. Bookings existing upon termination

Bookings confirmed before the effective date of termination must be honoured.

Bookings secured and managed by AlicanteStay during the term of the contract will continue to generate the agreed fees even if the stay takes place after notice of termination has been given.

Where feasible and both parties agree, alternative arrangements may be established for handling pending bookings.

35. Changes to terms

Any substantial change to AlicanteStay’s fees or to the main scope of the services must be communicated to and accepted by the parties.

Prices for services provided by third parties — such as cleaning, laundry, maintenance, technicians or suppliers — may change when their own costs change.

AlicanteStay will endeavour to inform the owner of any changes that may have a significant impact on them.

36. Dispute resolution

The relationship between AlicanteStay and THE OWNER is based on collaboration and communication.

Where a disagreement arises, both parties will first try to resolve it through direct, good-faith communication.

The contract shall be governed by Spanish law.

If an amicable solution cannot be reached, the parties may bring the matter before the courts and tribunals with legal jurisdiction.