Booking terms and conditions

Last updated: 24 October 2026

Reservations & eligibility

These Booking Terms & Conditions apply to direct reservations made through the Cloud 9 Gozo website for the entire holiday home in Għajnsielem, Gozo, Malta. By placing a booking, the lead guest confirms that the information supplied is accurate and that they are authorised to accept these terms on behalf of everyone in their group.

The lead guest must be at least 18 years old and remain responsible for communicating these terms to their party. A reservation is confirmed only when Cloud 9 Gozo issues a booking confirmation following successful verification of the required payment. An attempted payment, pending checkout or provisional date hold does not itself confirm a reservation.

Bookings are subject to availability and a maximum stay of 90 nights. Any specific written arrangements confirmed by Cloud 9 Gozo form part of the reservation.

Rates, payments & charges

The accommodation price displayed at checkout is based on the selected dates, number of guests and applicable booking conditions. The complete accommodation amount, including any applicable mandatory charges payable online, will be shown before payment. Prices are in euros unless otherwise stated.

Direct online payments are processed securely by Stripe. Cloud 9 Gozo does not store full payment-card details. A booking is not treated as paid until payment is verified through the payment provider.

Amounts collected separately: A refundable €200 damage deposit and the applicable environmental contribution are not included in the initial online payment. Cloud 9 Gozo will contact the lead guest with the amounts, timing and accepted payment methods before arrival. The environmental contribution is €1.50 per night for each guest aged 18 or over, capped at €22.50 per adult per visit, subject to applicable legal exemptions and any subsequent statutory changes.

No additional mandatory fee will be introduced after booking unless it was clearly disclosed before the reservation or is required by applicable law.

Cancellation, refunds & no-shows

Non-Refundable rate: The accommodation amount is non-refundable if the guest cancels, does not arrive or leaves early, except where applicable law provides otherwise.

Flexible rate: Cancellation after booking incurs a charge of 50% of the accommodation amount. A no-show incurs a charge of 100%. Any remaining refundable balance is returned through the original payment method, where possible. The cancellation terms that apply to each reservation are shown when booking and in the booking confirmation. A breakdown of the accommodation price is provided to the guest.

A cancellation request should be sent in writing to info@cloud9gozo.com. The effective cancellation time is when the request is received. Refund processing times may depend on the payment provider and the guest’s bank.

If Cloud 9 Gozo cannot provide the booked accommodation for reasons within its control, it will contact the guest promptly and offer a lawful remedy, such as an appropriate refund or an agreed alternative. Nothing in these terms limits mandatory consumer rights.

Damage deposit & property care

A €200 refundable damage deposit is collected separately from the online accommodation payment. The owner or manager will communicate how to pay the deposit before check-in. The deposit is payable before check-in and will be returned after checkout, subject to any reasonable deductions permitted by law.

The property should be left in a reasonable condition, allowing for ordinary use and fair wear and tear. Guests must report accidental damage or maintenance problems promptly. Reasonable costs for damage beyond fair wear and tear, missing items or exceptional cleaning directly caused by a breach of the house rules may be deducted from the deposit, subject to applicable law.

If a deduction is made, Cloud 9 Gozo will explain the reason and amount to the guest. Any undisputed balance will be returned after checkout within a reasonable period. The deposit does not automatically limit liability for proven losses exceeding €200, but no guest will be charged arbitrary penalties.

Check-in, checkout & access

Check-in: 10:00 AM–8:00 PM. Checkout: by 10:00 AM. Guests should communicate their expected arrival time in advance. Early arrival, late checkout or arrivals outside the stated window require prior written approval and are not guaranteed.

Access codes, keys and entry instructions are provided for the booked group only. Guests must secure doors and windows when leaving, follow reasonable safety instructions and notify the manager promptly of any access issues. Lost keys or access devices may incur a reasonable replacement cost.

Occupancy, visitors & conduct

The property accommodates a maximum of 9 guests, including children where applicable. The number of overnight guests must not exceed the number declared in the booking or the property’s legal occupancy limit. Additional overnight guests require prior written approval and may affect the price.

Guests must respect neighbours and the surrounding community. Quiet hours are 10:00 PM–8:00 AM. Parties, events and disruptive gatherings are not permitted. Smoking inside the property is prohibited; smoking is permitted on the terraces only. Pets are not permitted. This does not affect any right of a guest with a disability to be accompanied by an assistance dog where applicable law requires it.

Visitors are not permitted: only the guests included in the booking may enter the property, including during the day. The lead guest is responsible for the conduct of their party. Serious or repeated breaches may result in proportionate action, including termination of the stay where lawful, without prejudice to statutory rights.

Safety, facilities & maintenance

Guests must use the property, appliances, terraces and any provided equipment responsibly, supervise children appropriately and comply with displayed safety instructions. The property must not be used for unlawful activity. Guests should not tamper with safety devices, locks or electrical installations.

Any defect, accident, damage or safety concern should be reported promptly so that it can be addressed. Cloud 9 Gozo may need reasonable access to inspect or carry out essential maintenance, giving advance notice where practicable; immediate access may be required in an emergency.

Temporary interruption of utilities or services outside the owner’s reasonable control will be handled fairly and in accordance with applicable law. Descriptions and facilities are based on the listing at the time of booking, subject to clearly disclosed changes.

Guest identification & legal requirements

Guests may be asked to provide identification and information reasonably required for lawful accommodation registration, security, invoicing or other applicable obligations in Malta. Information will be requested and handled in accordance with data-protection law and the website’s Privacy Policy.

Guests are responsible for complying with applicable travel, visa and identification requirements. Any tourist or environmental charge will be collected only at the legally applicable amount and with any required exemptions or caps.

Personal belongings & liability

Guests are encouraged to secure valuables and obtain appropriate travel insurance. Cloud 9 Gozo is responsible for losses only to the extent required by applicable law. Nothing in these terms excludes liability for fraud, wilful misconduct, negligence where exclusion is prohibited, personal injury or other liability that cannot lawfully be excluded.

Guests may be responsible for reasonably foreseeable loss caused by their breach of these terms or negligent or deliberate acts, subject to applicable law. Cloud 9 Gozo will take reasonable steps to mitigate loss.

Complaints & dispute resolution

If anything is wrong during the stay, please contact Cloud 9 Gozo as soon as reasonably possible so we have an opportunity to resolve it. For written complaints or cancellation requests, email info@cloud9gozo.com and include your booking reference.

These terms are governed by Maltese law, subject to any mandatory consumer-protection rules that apply to the guest. The parties should first seek to resolve disputes amicably. Nothing prevents a guest from using a competent consumer body, alternative dispute resolution procedure or court where legally available.

Privacy, updates & contact

Personal information collected during booking is used to manage the reservation, process payments, communicate with guests and meet legal obligations. Please refer to our separate Privacy Policy for details of processing, retention and rights.

The terms accepted at checkout will apply to the reservation, except for changes required by law or subsequently agreed with the guest. Changes to these terms will not retrospectively remove existing contractual rights.

Contact: Cloud 9 Residence · 9 Triq Filfla, Għajnsielem GSM 1411, Malta · info@cloud9gozo.com