Guest Policies

The La Mirage collection brings together urban stays in Tirana and private villas in Rrushkull. The setting changes, but our standard of care, privacy, safety and respect remains the same.

These Policies apply to all La Mirage accommodations and complement the booking Terms and Conditions. The person making the reservation accepts these Policies on their own behalf and undertakes to communicate them to all guests, children, accompanying persons and visitors invited to the property.

1The reservation and the responsible person

The person making the reservation must:

be at least 18 years old;
have the legal capacity to make the reservation;
provide accurate contact and identification details;
be authorised to act for the persons included in the reservation;
take responsibility for the behaviour and actions of their group.

La Mirage may request a valid identification document for the booker and other guests where this is required for security, registration or compliance with legal obligations.

The reservation may not be transferred to another person without prior written approval from La Mirage.

2Payment and confirmation

Full payment is required at the time of booking, unless an offer confirmed in writing provides otherwise.

A reservation is considered confirmed only once:

availability has been verified;
payment has been completed successfully;
La Mirage has sent written confirmation.

A payment attempt, a pending authorisation, a message on the website or verbal communication does not constitute a booking confirmation.

3Cancellation, no-show and refunds

Cancellation is free of charge when La Mirage receives the request at least 14 full calendar days before 15:00 on the planned arrival date.

Cancellations received less than 14 days before check-in are non-refundable and the full reservation amount is retained.

In case of no-show, late arrival, early departure or voluntary interruption of the stay, unused nights are not refunded.

Approved refunds are initiated within 7 calendar days. The bank, card scheme or payment provider may require additional time to credit the amount.

4Check-in and check-out

Check-in starts at 14:00 for apartments and 15:00 for villas.
Check-out must be completed by 10:00 for apartments and 11:00 for villas.

Earlier check-in and later check-out require prior written approval, depend on availability and may carry an additional fee.

If a late departure obstructs cleaning or the arrival of the next reservation, the guest may be held responsible for the reasonable, documented costs caused directly by the delay.

5Capacity and unregistered visitors

The number of persons may not exceed the confirmed capacity of the property.

Unregistered visitors, overnight stays, gatherings or entry of third parties require prior approval from La Mirage.

The person who made the reservation is responsible for anyone they allow into the property, even when that person does not stay overnight.

Subletting, resale, transfer or use of the accommodation by other persons without authorisation is prohibited.

6Keys and access codes

Keys, cards and access codes are personal and must not be shared with unauthorised persons.

Loss of keys, cards or access devices may lead to payment of the cost of replacement, technical intervention or lock change where this is necessary for security.

Guests must close doors and windows when leaving the property.

7Quiet hours, music and neighbours

Guests must respect the property, the neighbours and the surrounding environment.

Outdoor music must stop and quiet must be respected after 23:00; after this hour, music is allowed only indoors at a moderate volume. Excessive noise, loudspeakers at high volume, shouting and disruptive behaviour are not allowed.

Repeated noise complaints may lead to:

immediate termination of the activity;
intervention by security or the authorities;
termination of the stay;
liability for the documented costs caused.

8Parties, events and commercial use

Parties, events, ceremonies, gatherings, professional filming, commercial photography and use of the property for business require prior written approval.

La Mirage may set additional conditions, limits on persons, schedules, an event fee, a special deposit or security measures.

An unauthorised event is considered a serious breach and may lead to immediate termination of the stay without refund for unused nights, to the extent permitted by law.

9Fire safety

The following are strictly prohibited:

lighting fires inside the property;
the use of candles, fireworks, torches or pyrotechnic materials;
indoor use of braziers, portable stoves, gas cylinders or unauthorised appliances;
burning incense, shisha/hookah or similar items indoors;
covering, disabling or interfering with smoke alarms, electrical equipment, signage or fire extinguishers;
storing fuels, explosives or hazardous materials;
charging damaged batteries or large electrical devices without authorisation.

Barbecue is allowed only in the designated area, under the supervision of an adult. It must not be left unattended and must be fully extinguished after use.

A guest who causes fire, smoke, burning or a false alarm through their action, negligence or breach of these rules is liable, to the extent permitted by law, for the documented damages and costs directly connected to the event, including:

repair or replacement of the property and equipment;
professional cleaning and smoke odour removal;
technical or emergency service intervention;
damage to neighbouring properties;
accommodation or relocation of other guests;
reasonable and provable loss of use of the property.

10Emergencies and evacuation

In case of fire, smoke, gas leak, flooding, electrical hazard, accident or medical emergency:

leave the danger area immediately;
call 112;
notify La Mirage immediately;
follow the instructions of the authorities and staff;
do not re-enter the property without authorisation.

112 is the unified emergency number in Albania and operates 24/7.

Guests must not take actions that endanger themselves or others in order to save personal belongings.

11Smoking and e-cigarettes

Smoking, the use of e-cigarettes and shisha/hookah are not allowed indoors.

Smoking is allowed only in the designated outdoor areas. Cigarette butts must be extinguished and disposed of safely.

Where indoor smoking is detected, the guest may be held responsible for professional cleaning, deodorising, textile treatment, burn damage and provable loss of use of the property.

12Illegal substances and dangerous items

The following are prohibited:

the use or distribution of illegal substances;
possession of explosives, weapons or dangerous items, except where expressly permitted by law;
any criminal, violent, threatening or harassing activity;
use of the property for prostitution, trafficking, illegal gambling or other unlawful activities.

La Mirage may notify the authorities and terminate the stay immediately where there is reasonable suspicion of serious danger or illegal activity.

13Pools and jacuzzi

Unless expressly stated otherwise, the pools and jacuzzi have no lifeguard and are not supervised by La Mirage.

Guests must:

supervise children at all times;
not run, push or dive dangerously;
not use glassware near the water;
not use the pool or jacuzzi under heavy influence of alcohol or substances;
respect the capacity, temperature and equipment instructions;
not interfere with pumps, filters, heating or technical equipment.

Use must stop immediately during storms, lightning, electrical faults or when requested by La Mirage.

Guests are responsible for their own behaviour and for supervising persons in their care. This does not exclude La Mirage's liability for defects or negligence where that liability cannot be excluded by law.

14Children

Children must always be under the supervision of an adult, especially:

near the pools and jacuzzi;
on balconies, stairs and terraces;
near cooking equipment;
in courtyards and parking areas;
near fire or the barbecue.

La Mirage does not provide childcare, except where expressly confirmed as a separate service.

15Pets

Pets are allowed only with prior notice and confirmation from La Mirage.

Pets must:

remain under the owner's control;
not be left alone if they may cause damage or noise;
not enter the pool or jacuzzi;
not disturb neighbours or other guests;
be handled in accordance with hygiene rules.

The owner is responsible for extra cleaning, damage and disturbance caused by the pet.

16Kitchen, electrical appliances and installations

Appliances must be used only for their normal purpose and according to the instructions.

Guests must not:

leave cooking unattended;
use damaged appliances;
overload sockets;
install high-consumption devices without permission;
carry out repairs;
interfere with boilers, pumps or technical systems;
pour oil, wipes, hygiene products or hard objects into sinks and toilets.

Any problem must be reported immediately. Continuing to use an appliance after a fault has been discovered may make the guest responsible for the additional damage caused.

17Care of the property

Furniture, equipment and decorations must not be moved outside the property or used inappropriately.

The following are prohibited:

damaging walls, furniture and textiles;
attaching decorations with adhesives, nails or screws;
throwing food, waste or objects into the pool;
interfering with outdoor cameras, alarms or security systems, where present and declared;
using towels or bed linen to clean shoes, heavy make-up, oils or surfaces.

The guest must hand the property back in a reasonable condition, taking normal use into account.

18Damage and additional costs

La Mirage does not routinely require a damage deposit. However, the booker and the person who caused the damage remain responsible for the losses and damage they cause.

Costs may include, where reasonable and documented:

repair or replacement;
technical work;
exceptional cleaning;
damage from smoking, fire, water or pets;
keys and access systems;
security or authority intervention;
relocation of other reservations;
provable loss of use of the property;
third-party claims arising directly from the guest's actions.

Damage may be documented with photographs, video, inventory, staff reports, system records, invoices, repair quotes or third-party reports.

Payment may be requested separately. A card may be charged only where a valid authorisation exists and the transaction is permitted by the payment provider, the card scheme and the law.

19La Mirage's right of entry

La Mirage respects guests' privacy. However, authorised representatives may enter the property:

without prior notice in case of emergency or immediate danger;
where a water leak, fire, smoke, gas or safety risk is suspected;
to prevent serious damage;
to comply with requests from the authorities;
with reasonable notice for maintenance or essential repairs;
where there is reasonable evidence of a serious breach of these Policies.

Entry must be proportionate to the situation and respect the law.

20Personal belongings and vehicles

Guests must take reasonable care of personal belongings and use the safe where available.

Loss, theft or damage must be reported immediately. La Mirage's liability is determined by the Civil Code and applicable law; nothing in these Policies limits rights that cannot lawfully be limited.

Vehicles, items left inside them and pets are not taken into custody by La Mirage, unless expressly confirmed in writing.

Forgotten items may be stored for up to 30 days. Shipping is arranged at the owner's request, responsibility and expense. After this period, items may be donated, recycled or reasonably disposed of.

21Internet and smart devices

Internet is provided for lawful and reasonable use. The following are prohibited:

illegal activity;
downloading or distributing unlawful material;
interfering with the network, router, cameras or smart devices;
use that endangers the security of the system.

La Mirage does not guarantee uninterrupted operation of the internet or third-party services.

22Weather, nature and service interruptions

The Rrushkull properties are close to nature and there may be insects, pollen, wind, humidity or conditions typical of the coastal area.

Temporary interruptions of electricity, water, internet or public services, where beyond La Mirage's reasonable control, do not automatically constitute grounds for a refund.

La Mirage will take reasonable measures to limit the impact and restore service where possible.

23Force majeure

La Mirage is not liable for non-performance or delay caused by events beyond its reasonable control, including extreme weather, earthquakes, floods, external fire, general outages, state actions, epidemics, road blockages or civil emergencies.

Any resolution will be handled reasonably and in accordance with mandatory consumer rights.

24Breaches and termination of the stay

La Mirage may terminate the stay immediately where a guest:

creates danger to persons or property;
causes fire or interferes with safety equipment;
organises an unauthorised event;
exceeds the capacity;
uses illegal substances;
threatens staff, neighbours or guests;
causes continuous noise after a warning;
refuses to stop a serious breach;
uses the property for unlawful activity.

In these cases, guests may be required to leave immediately. Unused nights may not be refunded, to the extent permitted by law. This does not affect La Mirage's right to claim documented damages and costs.

25Reporting problems and accidents

Guests must immediately report:

Immediate reporting gives La Mirage the opportunity to limit the damage and offer assistance. Unjustified delay that worsens the damage may be taken into account when determining responsibility.

26Legal limits of liability

Guests accept the normal and obvious risks connected with reasonable use of pools, jacuzzi, stairs, balconies, kitchens and outdoor areas.

La Mirage is not liable for damage caused by:

the guest's actions or negligence;
persons accompanying or visiting the guest;
inappropriate use of the property;
failure to follow instructions;
force majeure;
the nature of the damaged item.

Nothing in these Policies excludes La Mirage's liability where exclusion is prohibited by law, including liability arising from fraud, intentional acts, proven negligence or defects La Mirage had a duty to prevent.

27Law, language and validity

These Policies are governed by the laws of the Republic of Albania.

Where the Albanian and English versions differ, the Albanian version prevails, to the extent permitted by law.

If a provision is declared invalid, the remaining provisions remain in force.

Email: info@lamirage.al Website: www.lamirage.al