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Specific Conditions for Hotel and Apartment Reservations
By and between, TOR GLOBAL TRAVEL (CICMA nº 3750), S.L.U., with registered office in Glorieta de Quevedo, 9, 28015 Madrid, and Tax Identification Number (NIF) B-87500856, CICMA 3750.
And the user, who accesses the website to learn about and contract the services offered through the website and who declares to be of legal age (that is, at least 18 years of age) and has the legal capacity necessary to enter into this agreement and to use this website in accordance with this Legal Notice and with the General Conditions of each type of service offered on the website, both of which the user hereby declares understands in their entirety.
These terms supplement the provisions set forth in the legal notices appearing on the website
Hotel accommodations may be offered as part of a travel package, in which case they will be subject to a special set of rights, which can be found in the General Terms and Conditions for Travel Package Contracts
.
1. Company responsible for providing the service
The lodging reservations in this website are provided by the company Wozozo Travel Technology AG, with corporate headquarters located at San Gottardo 54ª, 6830 Chiasso, Switzerland and registration number CH-501.3.021.170-6.
2. Confirmation of hotel reservations
Once the reservation is made and confirmed, the confirmation will be sent by the provider to the email address indicated by the user during the purchasing process. Once payment for the reservation has been completed, the user will receive a voucher in an attachment to the confirmation email. This voucher must be presented at the establishment.
In the event that such information is not received, the user must contact our Customer Service Department.
If the reservation is made by telephone, the user must provide an email address where Onlinetravel can send the reservation confirmation message.
3. Descriptions
Some of the services offered by the hotels may involve additional fees. It is recommended that the user verify such fees directly with the hotel.
Unless otherwise indicated, room descriptions are based on double-occupancy rooms with a private bath. Some establishments offer the possibility of reserving shared rooms or private rooms with a shared bath, which will be specified in the room description.
In the event that the user discovers any discrepancy upon arrival at the hotel, we recommend contacting our Customer Service Department immediately.
4. Photographs
Due to the inherently temporal nature of photographs, they are not contractually binding, but instead should be viewed within the context of the description of the contracted services.
The rooms shown in the photographs of the hotel are for purely informational purposes and may not correspond to the room that is ultimately assigned by the establishment.
We remind you that it is the hotel, and not Onlinetravel, that assigns the rooms to clients at the time of check-in.
5. Reservation prices and payments
All reservations, with the exception of those specified as being payable directly at the lodging establishment, shall be placed as soon as the user clicks on "Book and Pay", with the sole exception of those cases in which a payment method other than a credit or debit card is accepted or whenever instalment payments are permitted. Therefore, all fees that are not specified as payable directly at the lodging establishment shall be charged at such time as the user clicks on the "Book and Pay" button.
Prices are expressed in various currencies, although the fees for contracting the services are charged in euros (EUR), US dollars (USD), pounds sterling (GBP), United Arab Emirates dirhams (AED), Saudi riyals (SAR), Moroccan dirhams (MAD), Mexican pesos (MXN), Australian dollars (AUD), Swedish kronor (SEK), Danish kroner (DKK) and Egyptian pounds (EGP), depending on the payment currency selected by the user. Your banking institution may impose a surcharge or commission for exchanging currency. Onlinetravel cannot be held responsible for these types of surcharges and commissions imposed by banking institutions or intermediaries.
Our prices for lodging services include lodging at the chosen establishment with the contracted board type and all the services and extras specified in the voucher, as well as any applicable indirect taxes on consumption.
Our prices do not include any other services not expressly specified in the voucher, including, but not limited to: visas; vaccination certificates; and extras, such as coffee, wine, liquor, mineral water, special diets, laundry and ironing, WiFi, parking, telephone use, cribs, TV lease, spa services, thermal baths, massages, medical, therapeutical or health treatments, or any other similar services offered by the establishment for an additional fee that is not included in the price paid for the primary lodging services that have been contracted.
6. Payments made at the establishment
If reservations are to be paid directly at the lodging establishment, this fact will be expressly indicated. Otherwise, payment shall be understood as having been made to Onlinetravel at the moment the reservation is confirmed.
In the case of reservations in which it is indicated that payments will be made directly to the establishment, Onlinetravel will not collect the amount due for the reservation at the time it is made. Instead, it will be paid directly to the hotel or other lodging establishment by the user upon check-in or check-out.
The lodging establishment reserves the right to charge the client for all or part of the reservation at any time from the moment the reservation is confirmed.
In the case of non-refundable fees, the lodging establishment shall charge 100 percent of the amount due for the reservation at the time the reservation is confirmed. If the reservation cancellation policy is flexible, the lodging establishment will generally charge the client at such time as the reservation generates any cancellation fees or upon the client"s arrival. In the event that the reservation is cancelled and no cancellation fees apply, this amount shall be deducted from the total price of the reservation or credited back to the user"s payment method.
7. Resort fees and taxes on lodging
In the case of certain destinations, additional lodging or local taxes and fees may apply. Such taxes and fees may vary in relation to the particular destination and the classification of the establishment. The user shall be solely responsible for paying such taxes, which shall be paid directly at the establishment.
Some establishments, especially those in the US and the Caribbean, have an internal policy of charging Resort Fees, which are a fixed, additional fee charged to the clients by virtue of certain value-added products and services that are available at the hotel establishment. The user shall be solely responsible for paying the Resort Fee, which shall be paid directly at the establishment.
8. Security deposits
At the time of check-in, it is customary for most apartments to request a security deposit, which is reimbursed at the time of check-out, once the apartment has been inspected to confirm that it has been left in good condition.
This deposit may be collected by the establishment via credit card or in cash, depending on the internal operating procedures of the individual establishment.
9. Cancellation insurance
During the reservation process, the user is given the opportunity to purchase cancellation insurance, which is recommended, as it allows the user to recover any cancellation fees paid, whenever the reasons for cancellation are covered under the policy. The user may also purchase assistance insurance, either by itself or in combination with cancellation insurance.
Insurance may be purchased only during the reservation purchasing process. Insurance may not be added to a reservation that has already been confirmed.
Once confirmed, the insurance may not be modified, nor may it be cancelled without a fee.
10. Establishment categories
The quality and content of the services provided by the hotel shall be determined by the official category assigned to it in the country where it is located and shall be subject to governmental supervision. This classification may not correspond to that offered by other States, and quality may vary slightly between accommodations of the same category in different locations, including locations within the same country. It is recommended that users carefully read the information provided, as well as any additional information available on the various review and rating websites.
11. Operating hours and seasons
In some establishments, certain services and facilities may not be available 24 hours a day or 365 days a year. For example, unheated pools are typically only open during the summers, and in most cases, heated pools are only heated during the winters. It is also possible that some of the facilities at an establishment may be closed for renovations, repairs or maintenance.
The internal operating procedures of each individual establishment determine when these services are open or available.
We recommend that the user verify this information directly with the establishment.
12. Use of rooms and apartments
At the time of making the reservation, the user is fully and exclusively responsible for correctly indicating the number of persons that will be occupying the room or apartment, including all children, regardless of their ages. The user is advised that management of the establishment may legally refuse to admit any undeclared persons, in which case the user waives the right to file any claims in this respect.
13. Double- and triple-occupancy rooms
In light of the current legislation in certain destinations (which only establishes the existence of single- and double-occupancy rooms, permitting some of the latter to be equipped with a third or fourth bed) and the normal layout specific to the hotels, in the event that the reserved room has capacity for more than two persons (or reference is made to triple- or quadruple-occupancy rooms), unless confirmed by the hotel, this shall be understood as a double-occupancy room with one or two additional beds. Occasionally, the extra bed may be a sofa-bed.
13.1 Double beds or two beds
Unless the designation of the room clearly indicates the type of bed assigned, any reference to a standard or double room shall be understood as referring either to a double bed or to two beds, depending on availability and the hotel"s internal policies.
Under no circumstances can Onlinetravel guarantee a particular type of bed, although Onlinetravel will communicate the client"s preferences to the hotel.
14. Check-in and check-out times for hotels and apartment hotels
Check-in at hotels is generally any time after 2:00 p.m. Check-out normally has to be completed prior to noon on the final day of the reservation.
Please bear in mind that check-in and check-out times are established according to each hotel"s internal policies and may differ from those specified in these general terms and conditions. It is recommended that the user verify this information directly with the hotel.
15. Check-in and check-out times for apartments
Check-in at apartments is generally any time after 5:00 p.m. Check-out normally has to be completed prior to 10:00 a.m. on the final day of the reservation.
Please bear in mind that check-in and check-out times are established according to each apartment"s internal policies and may differ from those specified in these general terms and conditions. It is recommended that the user verify this information directly with the establishment.
16. Apartment key pickup
Once the reservation has been confirmed, it is recommended that the user verify the time and place where the keys are to be picked up, as keys are not always handed over at the same address where the apartments are located.
In the event that the client arrives at the apartment outside of reception desk hours without having contacted the management to confirm delivery of the keys, it may be impossible to enter the apartment. Onlinetravel shall not be held responsible under these circumstances.
Keys are generally picked up between 5:00 and 8:00 p.m. We remind you that picking up keys outside of these hours may entail an additional fee.
17. Valid period of the reservation
Reservations are normally held until 8:00 p.m. on the scheduled check-in day. If a later arrival is anticipated, it is recommended to notify the establishment directly. In the event of an arrival after 8:00 p.m. without having notified the establishment in advance, the room may no longer be available and the reservation may be considered a no-show and subject to payment of the full amount.
18. Groups
The rates offered by Onlinetravel are only for individual reservations of up to 10 persons and are not valid for groups. The hotel may reject any reservations that, in its judgement, might constitute a group.
19. Minors
Children under the age of 18 are not permitted to stay at hotels or apartments without the accompaniment of at least one person of legal age per room.
Please bear in mind that, in some places (e.g. the United States), the minimum age is 21.
20. Cribs and additional beds
In some cases, extra beds or cribs may be available, as long as these are requested by the user at the time the reservation is made, as some establishments only avail of a limited stock of these items. Unless expressly indicated to the contrary, this service is not included in the price and must be paid directly at the establishment.
Please note that, in the case of reservations including babies or children, there is no guarantee that the room will have a crib or extra bed, although the room will be suitable for the number of persons included in the reservation.
21. Pets
Onlinetravel cannot guarantee the possibility of bringing pets to the establishment booked by the user. While they are generally not allowed, we recommend verifying this information directly with the establishment prior to contracting any services.
Simply indicating in a note on the reservation that the user will be travelling with a pet is no guarantee that the hotel will allow the pet.
Please note that some hotels that allow pets charge an additional fee.
22. Board types
22.1 Full room and board
Full room and board includes breakfast, lunch and dinner, and unless indicated expressly to the contrary, does not include beverages.
The first meal provided by the hotel is generally dinner on the day of arrival, and the last is generally lunch on the day of check-out. As this order may vary depending on the internal policies of the establishment, it is recommended to verify the initial meal service directly with the hotel.
In the event that the client wishes to modify the order of the meals, for example, to make use of the meal service on the day of arrival and conclude with breakfast on the day of check-out, it will be necessary to consult the hotel directly at the time of making the reservation in order to find out if such modification is possible.
22.2 Half board
Half board includes breakfast and dinner, and unless indicated expressly to the contrary, does not include beverages.
Under certain circumstances, hotels may reserve the right to modify the order of meals in accordance with their internal policies.
In the event that the user wishes to substitute lunch for dinner, it will be necessary to consult the hotel directly at the time of making the reservation in order to find out if such modification is possible.
22.3 All-inclusive
This varies, depending on the internal programme of the chosen hotel. The user can verify the specifics by contacting the hotel.
In the event that the hotel has multiple all-inclusive programmes, the one displayed in our available programmes will always be the most basic one, unless expressly indicated otherwise. In the case of any doubts, we recommend that the user contact our Customer Service Department to verify the information.
22.4 Beverages
The user is reminded that, unless stipulated otherwise in the voucher, drinks are not included in the meal plan.
Important: As special meals or dinners (gala dinners, New Year"s Eve dinner, Epiphany dinner, etc.) are not included in the price of the reservation and will be subject to a surcharge, we recommend that the user consult our Customer Service Department.
23. Modifications and cancellations made by the user
23.1 Modifications requested by the client prior to check-in at the hotel
In the event of modifications to the user"s reservation, Onlinetravel cannot guarantee the provider"s availability on the requested dates or ability to fulfil the requested conditions. Once a request is received, the establishment will be contacted in order to confirm the new conditions, which will then be offered for the user"s approval and acceptance before the modification is finalised.
The service fee for modifying any lodging services that have been contracted through Onlinetravel is TWELVE euros (?12) per reservation, unless they have been purchased as part of a lodging and transportation package, in which case the fee shall be TWENTY euros (?20) per passenger.
23.2 Modifications requested by the client once checked in at the lodging establishment
Once the user is checked in, the establishment may bill the full amount of the reservation, even if the client does not stay for the full duration.
Once the client has begun using the lodging services, in the event of any request for modifications to the contracted terms, Onlinetravel agrees to make every necessary effort to satisfy such request. Any requested modification that involves new terms with the establishment shall be offered for the user"s approval and acceptance before the modification is finalised.
In the event that the user vacates the establishment prior to the check-out date stipulated in the reservation, in order to receive a refund for any unused services, the user must obtain written proof of check-out from the establishment, indicating that no amounts will be charged for the unused nights.
24. Special requests
When sending the reservation confirmation to the lodging establishment, Onlinetravel agrees to include any special requests made by the client.
Please bear in mind that confirmation of such requests is exclusively up to the hotel, depending on availability at the time of the client"s arrival. Therefore, Onlinetravel cannot guarantee or provide advance confirmation of these requests, which may entail an additional fee.
25. Cancellations
The user shall be informed of the cancellation fees during the purchasing process, as well as in the reservation confirmation message. The date and time of cancellation shall be indicated in the local time zone of the hotel.
Please bear in mind that some providers may consider any reductions in the number of nights or any changes in the reservation dates or in the names of the reservation holders as cancellations, rather than modifications.
In the event that the fee is non-refundable, it will not be possible to modify or cancel the reservation.
The service fee charged by Onlinetravel for cancellation requests submitted to an agent is TWELVE euros (?12) per reservation.
25.1 How to cancel a reservation
The user may cancel a reservation in the My Account page of the Onlinetravel website or by clicking on the cancellation link included in the reservation confirmation email.
In the event that the user is unable to cancel the reservation, he or she must contact our Customer Service Department.
25.2 Failure to show up at the lodging establishment
In the event of a no-show or failure to appear at the lodging establishment, the establishment may charge the full amount of the reservation as a penalty. Onlinetravel shall not be held responsible if the establishment retains this amount. Please bear in mind that, if you do not show up on the first night of the reservation and subsequently appear to register for the following nights that have been booked, some establishments have the policy of cancelling all of the remaining nights without further delay. Therefore, we recommend advising the establishment as far in advance as possible in the event of any anticipated delays in your arrival. Onlinetravel shall not be held responsible for the consequences that may arise from any delays in checking in to the establishment or for any cancellation or additional fees that the establishment may impose as a result of your failure to appear.
In the event that the fee is fully or partially refundable, the amount of the reservation will be returned in the form of a voucher, valid for a period of one (1) year from the date of issue and redeemable for any service offered by Costas y Hoteles, not counting Costas y Hoteles"s service fees for cancellations. All other applicable conditions will be shown on the voucher, itself.
26. Right to cancellation
In accordance with Article 97.1 of the Revised Text of the General Consumer and User Protection Act (known by its Spanish initials, TRLGDCU), the user is hereby informed that his or her right to cancellation shall be inapplicable, pursuant to the provisions of Article 103 of the aforementioned law.
27. Waiver of liability
Onlinetravel is responsible for confirming the user"s reservation, but shall not be held responsible for its fulfilment, which is the exclusive responsibility of the lodging service provider.
If the user has confirmed lodging reservations through Onlinetravel and a dispute arises prior to provision of the services by the lodging establishment (e.g. the hotel), Onlinetravel agrees to act as an intermediary in order to offer alternative lodging at an establishment of the same category or higher.
If the user should decide not to accept the proposed alternative, Onlinetravel, in its capacity as agency, shall reimburse any amounts paid.
Onlinetravel agrees to exercise maximum diligence in order to ensure that the data appearing on this website is accurate and up-to-date at all times. The information displayed on this website has been supplied by the providers, and Onlinetravel shall not be held responsible for any possible inaccuracies.
The website may contain links to other websites. Onlinetravel has no control over such third-party websites and shall not be held responsible for their content or for the content of any other meta-search engines that may originate from our website, but that are not the property of Onlinetravel.
28. Claims and the statute of limitations
In order to simplify the resolution of claims through civil proceedings and to reduce the consumer"s costs, any possible consumer claims related to non-fulfilment or unsatisfactory fulfilment of the contract must be presented to Onlinetravel in writing, via email addressed to customerservice@onlinetravel.es
With regard to alternative mechanisms for resolving disputes, in accordance with Directive 2013/11/EU (Alternative Dispute Resolution for Consumer Disputes), using the link below, you can consult the accredited alternative dispute resolution entities with regard to the online dispute resolution platform of EU Regulation 524/2013 of the Parliament and the Council. For further information, visit https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.
The statute of limitations for actions stemming from the rights established in Royal Legislative Decree 1/2007 shall be two years, in accordance with Article 169.
Updated May 29, 2019
By and between,
TOR GLOBAL TRAVEL (CICMA nº 3750), S.L.U., with registered office in Glorieta de Quevedo, 9, 28015 Madrid, Tax Identification Number (NIF) B-87500856 and CICMA 3750.
And the user, who accesses the website to learn about and contract the services offered through the website and who declares to be of legal age (that is, at least 18 years of age) and has the legal capacity necessary to enter into this agreement and to use this website in accordance with this Legal Notice and with the General Conditions of each type of service offered on the website, both of which the user hereby declares understands in their entirety.
1. Definitions
Unless the context requires otherwise, the following definitions
shall apply. These definitions shall be understood as including both
the singular and plural forms.
Ticket/e-ticket: this refers to the itinerary or receipt issued by
or on behalf of the contractual transporter, electronic coupons and,
if applicable, a boarding document of which these conditions are an
integral part.
Contractual transporter: any air transporter that transports or
agrees to transport the passenger and that passenger"s luggage
under the air transport contract.
De facto transporter: another transporter that undertakes all or
part of the transport services contracted with the contractual
transporter under the latter"s authorisation.
Montreal Convention: A Convention for the standardisation of
certain rules for international air transport, signed in Montreal on
May 28, 1999.
EC Regulation 2027/97 of October 9, 1997 by the Commission,
amended by EC Regulation 889/2002 of May 13, 2002, regarding the
responsibilities of European Community airlines in relation to
transporting passengers and their luggage.
EC Regulation 261/2004 of February 11, 2004 by the European
Parliament and the Commission, which establishes common standards
regarding compensation and assistance to airline passengers in the
event that boarding is denied or flights are severely delayed or
cancelled, thereby repealing EC Regulation 295/91.
2. Applicable regulations
Transport conducted under a contract signed through the Website
shall be subject to the regulations and limitations established by
the Warsaw Convention of 1929 and the Montreal Convention in the
versions in effect at the time the reservation is made, unless such
transport cannot be considered international transport according to
the definitions established by the aforementioned Conventions, in
which case it shall be subject to applicable national legislation.
Whenever it does not contravene this legislation, the transport and
other services provided by the transporter shall be subject to the
provisions appearing on the airline ticket, any applicable taxes, the
transport conditions established by the transporter and the
provisions contained in this contract, with the exception of
transport conducted between any point in the United States or Canada
and any other point outside these countries, in which case the
regulations currently in effect in those countries shall apply.
3. Valid term of the ticket
An airline ticket shall be valid for a minimum of TWELVE (12)
months from the date of issue, unless a different period is specified
on the ticket, in the transport terms and conditions, in the
applicable regulations or in the transporter"s fee manuals.
4. Fees and conditions
The prices indicated on the website include airport taxes and
fees, which are itemised whenever they are added to the airfare.
However, the prices do not include the cost of visas or taxes for
entering or exiting various countries and territories.
Airport taxes and fees shall remain subject to modification after
the date on which the ticket is purchased. If a tax or fee is
increased after the ticket purchase date, the passenger must pay the
difference between the purchase price and the revised price. If
delays in the payment of the reservation result in modifications of
the applicable airport taxes and fees, these increases shall be
passed on to the user from the moment of making the reservation until
issuance of the ticket.
In order to offer the user the best price, both round-trip and
one-way airfare shall be offered on round-trip reservations, i.e. for
a round-trip reservation, one ticket shall be offered for the
departure and another separate ticket for the return trip. On some
occasions, we also offer what are called throwaway rates, in which
case a return ticket is offered, as it offers a better rate than that
of a one-way ticket. The terms of cancellation and modification for
each ticket shall be independent from those of the other, thus the
policies specific to each flight and each airline shall apply.
5. Documents required for the flight
Users shall be responsible for making any necessary inquiries to
determine the documentation required by law or by the authorities in
order to fly to their destination or places of transit, for procuring
such documentation and for fulfilling any specific requirements of
the competent government authorities in each case (for example,
vaccines). Costas y Hoteles, having fulfilled its general informational
obligations, shall not be held responsible for the users" inability
to embark on a booked flight due to their failure to obtain the
necessary documentation or to fulfil the requirements of the
competent government authorities.
The user affirms having knowledge of the government requirements
in terms of documents, whether for entrance or exit, and agrees to
comply with all applicable provisions. This information can be found
on Spain"s Ministry of Foreign Affairs website at
http://www.exteriores.gob.es/Portal/en/Paginas/inicio.aspx
or obtained from the appropriate agency according to the user"s
nationality.
The user is solely responsible for obtaining a boarding pass
through the means provided by the various airlines. Once your
reservation is confirmed, we will send you information on whether the
procedure for obtaining your boarding passes will be managed through
TOR GLOBAL TRAVEL (CICMA nº 3750) or directly with the airline. You should be aware
of the possibility that certain airlines require you to present the
printed boarding pass at the gate; otherwise additional fees or
surcharges may apply.
If you are pregnant, please review the recommendations for
pregnant women and remember that you must consult your physician
before embarking on the trip. It is possible that some airlines may
deny boarding to women in an advanced state of gestation; therefore,
we recommend that you consult the policies of the airline in this
regard.
For those wishing to travel with pets, the European Union has
issued specific terms and conditions, as well as safety regulations,
regarding pet transport. Persons with limited mobility will have
access to a wheelchair on board. However, please remember that it
must be requested from the airline at the time of making the travel
reservations.
5.1. Domestic or national flights
For all flights, it is mandatory to be in possession of a valid
ID. Some national flights may be considered international flights, in
which case the passengers must be in possession of a valid ID or
passport.
5.2 International flights
- On flights within the Schengen Area, whenever the user is a
citizen of a European Union country, only a national ID is required,
unless the Treaty has been temporarily suspended.
- In order to fly, it will be necessary to carry a national ID or
passport, and depending on the destination, it may be necessary to
procure a visa, as well. In no event shall a resident card be
accepted as the sole means of identification. Under the Visa Waiver
Program (VWP), through the Electronic System for Travel Authorisation
(ESTA), citizens of Spain in possession of a valid Spanish e-passport
may travel to, or pass through, the United States. In order to take
advantage of this program, visit https://esta.cbp.dhs.gov,
and complete and submit the provided application form.
In the case of Turkey and Australia, travellers can apply for
their visas by visiting https://www.evisa.gov.tr/en/
and www.eta.immi.gov.au/,
respectively.
In order to embark on a trip with a layover in a country other
than the destination country, the user must fulfil the legal
requirements for entry into that country, including all of the
required visas and permits. Simply passing through the airports
located in these countries is considered entering the national
territory.
TOR GLOBAL TRAVEL (CICMA nº 3750) shall not be held responsible in the event of
the user"s failure to obtain or present the necessary
documentation.
The minimum estimated time for obtaining these permits may be up
to three months, with an average wait of 20 days. Therefore, it is
recommended to apply for these documents as far in advance as
possible.
5.3 Minors
Minors under the age of 18 who are not accompanied by an adult may
travel alone or accompanied by persons other than their parents or
legal guardians as long as they meet the conditions and have the
documentation required by the regulations of each country. In any
case, we recommend consulting the specific airline to verify exactly
what documents will be required.
Please be advised that some budget airlines (Ryanair, easyJet,
etc.) will not transport unaccompanied minors under a certain age. In
any case, we recommend consulting each specific airline to verify the
age requirements for travel.
TOR GLOBAL TRAVEL (CICMA nº 3750) shall not be held responsible if a minor under
the age of 18 is unable to board a booked flight because of a lack of
documentation or a failure to meet the conditions required by the
regulations of each country.
6. Confirming flight departure times
It is recommended that the user confirm the flight departure time
with the airline at least 24 hours in advance, as airlines may change
departure times at the last minute without providing sufficient time
for TOR GLOBAL TRAVEL (CICMA nº 3750) to inform passengers of such modifications.
Furthermore, in the case of special or charter flights, the
airline ID data, the airplane class, the schedule, the itinerary and
any possible layovers are merely general indications; therefore, it
is recommended that the user confirm this information prior to the
scheduled departure of the flight.
7. Additional services (personalised service)
Personalised services (ECO, BRONZE, SILVER and GOLD) are service
packages that sometimes include an insurance policy. These packages
are not refundable under any circumstances (except in cases of Force
Majeure).
The services included in each package are detailed below:
The GOLD PACKAGE includes:
Preferential service by telephone and
mail
Insurance
Post-sales service at no charge
Automatic
delivery of boarding passes
No charge for changes or
cancellations
No charge for other post-sales services
The SILVER PACKAGE includes:
Preferential service by telephone and
mail
Insurance
Fee of EUR20 for changes and
cancellations
Fee of EUR5 for other post-sales services
The BRONZE PACKAGE includes:
Preferential service by telephone and
mail
Fee of EUR20 for changes and cancellations
Fee of EUR5
for other post-sales services
NO PACKAGE:
Fee of ?40 for changes and
cancellations
Fee of EUR10 for other post-sales services
8. Luggage
Payment for checking in any luggage besides carry-on bags must be
made at the respective airline"s ticket counter, where the luggage
will receive a bag tag. Any luggage that has been checked in will be
handed over to the person holding the corresponding bag tag stub.
The fee for luggage check-in does not always apply from the point
of origin to the final destination, as luggage may need to be checked
in again at a connecting airport. The policy regarding luggage
check-in depends on the airline (the luggage check-in fees of some
airlines, such as Vueling, only cover the first flight when there is
a layover) and on the specific airport or country in which the final
destination or any layovers are located.
The airline is obligated to transport the passenger"s luggage,
although it may limit the number or maximum weight of the bags and
may opt to charge a fee, which must be established in the transport
contract. We recommend consulting the airline regarding its policies
on carry-on luggage prior to embarking on a flight.
In the event of any luggage incidents (damage, delays, loss,
etc.), in accordance with the Montreal Convention, the airline is
solely responsible for damages.
8.1 Luggage incidents (loss, damage, delay, etc.)
In the event of an incident with the user"s luggage, we
recommend reporting the incident at the airline ticket counter (or to
the handling agent or representative if the airline has no ticket
counter) prior to leaving the airport. Upon reporting the incident at
the airport, the airline or handling agent will issue a Property
Irregularity Report (PIR), including a copy to be retained for the
user"s records.
A formal claim must also be submitted to the carrier in writing,
including a copy of the PIR. All claims must be filed within the time
limits established by the Montreal Convention:
Damaged luggage: in the event that luggage has been damaged, the
corresponding claim must be submitted to the carrier within a maximum
of 7 days from the date of such damage.
Delayed luggage: if luggage is delayed, a claim must be submitted
within 21 days of the date on which the luggage was supposed to be
received.
Lost luggage: the Montreal Convention does not establish a time
limit for lost luggage. However, it is recommended to submit a claim
as soon as possible once the 21-day period during which the luggage
is considered "delayed" has passed or upon confirmation from the
airline that the luggage is indeed lost.
As luggage may be damaged during the time it is under the custody
of the carrier, this policy does not cover any damage that occurs
before or after this period, even when the trip is already underway
or has not yet been concluded, for example, damage that occurs at the
airport prior to check-in or once the luggage is again in the
passenger"s possession.
8.2 Claims company and Populetic
In order to process claims against airlines, TOR GLOBAL TRAVEL (CICMA nº 3750)
makes the services of Reclamador.es and Populetic available to the
user. RECLAMADOR S.L. is a Spanish corporation with tax ID number
B-86474012 and corporate headquarters in Madrid at 76 Calle Zurbano,
#7 Left, 28010, recorded in the Commercial Registry of Madrid in vol.
29,888, folio 121, sheet M-537869. CUSTOMER CARE TECHNOLOGIES S.L.
(Populetic) is a Spanish corporation with tax ID number B66546425 and
corporate headquarters in Barcelona at 97 Calle Rambla Iberia, 08205
Sabadell, recorded in the Commercial Registry of Barcelona in vol.
44875, folio 129, sheet B-470060.
Reclamador.es or Populetic will process the claim on behalf of the
user.
9. Cancellations and refunds
9.1 Once a reservation has been paid, a booking
reference number has been assigned and the tickets have been issued,
TOR GLOBAL TRAVEL (CICMA nº 3750) shall consider this reservation to be confirmed and
therefore definite.
9.2 In the event that a flight is cancelled or
delayed, the provisions of the corresponding legislation shall apply.
If the airline cancels or delays a flight or denies boarding to a
user with a validly issued ticket or causes the user to miss a
connecting flight, whenever such connection is part of the transport
contract and appears as a guaranteed service contracted by the user,
the latter shall have the right to receive compensation from the
carrier in the terms set forth by applicable legislation.
If any of the situations mentioned in the preceding paragraph
should occur, the user must immediately request that the
representative of the airline responsible for carrying out the flight
attempt to resolve the issue.
9.3 If the user is denied boarding or is
subjected to the cancellation or significant delay of a flight and
the airline responsible for carrying out the flight fails to fulfil
its duties, the user must submit a claim before the competent
national authority. If the flight departs from a country in the
European Union, the claim must be submitted in that country. If
flying from outside the European Union on a flight operated by a
company located in the European Union, the passenger must submit any
claims in the European Union country in which the flight disembarks.
To obtain the name and address of the competent authority or to learn
about organisations that can provide advice or assistance with other
claims (for example, those related to luggage, travel packages,
bodily injury or death), the user may contact Europe Direct by
calling the toll-free number 00 800 67 89 10 11
or by using the contact form available at
https://europa.eu/european-union/contact_en.
9.4 Some of the tickets offered by TOR GLOBAL TRAVEL (CICMA nº 3750) have non-refundable airfare, which means that no type of
reimbursement shall be available in the event of changes,
modifications or cancellations initiated by the user. In the case of
this type of airfare, the user agrees to the terms and conditions of
the tickets he or she obtains from the airline, acknowledges that
such tickets are not refundable under any circumstances and waives
any right to reimbursement.
For this reason, it is recommended that the user secure
Cancellation Insurance at the time of confirming the reservation.
9.5 Reservations made with budget airlines:
although TOR GLOBAL TRAVEL (CICMA nº 3750) is available to aid in the process of
cancelling these tickets, the airlines frequently do not allow anyone
except the user to make this type of request. Therefore, it is always
recommended that users cancel their tickets themselves, without going
through an intermediary. In the event of changes or cancellations
initiated by the airline, the airline shall be solely responsible for
these, as TOR GLOBAL TRAVEL (CICMA nº 3750) merely acts in its capacity as broker for
this type of reservation.
9.6 In the event that the fee is fully or partially refundable, the amount of the reservation will be returned in the form of a voucher, valid for a period of one (1) year from the date of issue and redeemable for any service offered by Costas y Hoteles, not counting Costas y Hoteles"s service fees for cancellations. All other applicable conditions will be shown on the voucher, itself.
10. Modifications requested by the User
10.1. If a User makes a request to cancel or
change the date of a reservation, the decision shall be made on a
case-by-case basis, subject to the airline"s consideration and
acceptance, and the User shall be informed as to the specific
modification and cancellation policies applying to the reservation.
TOR GLOBAL TRAVEL (CICMA nº 3750) will charge handling fees in the amount of FORTY
euros (?40) per person for date changes or cancellations. These
handling fees are not refundable under any circumstances. In the case
of budget or low-cost airlines, if the reservation permits changes,
cancellations or requests for special services, it is mandatory for
the User to contact the airline directly, as TOR GLOBAL TRAVEL (CICMA nº 3750) cannot
implement special requests, changes or cancellations in the tickets
issued by the these airlines.
10.2. In order to process a change or
cancellation, TOR GLOBAL TRAVEL (CICMA nº 3750) must receive the request and the
User"s acceptance of the fees related to the change or cancellation
in writing at least SEVENTY TWO (72) hours prior to the scheduled
departure. In order for a request for modification or cancellation to
be considered received, it must be delivered during office hours from
8:00 a.m. to 10:00 p.m. GMT +1 Monday through Friday and 9:00 a.m. to
6:00 p.m. GMT +1 on Saturdays. Otherwise, the request shall be
considered as being received on the following business day
(non-working days are Saturdays after 6:00 p.m. GMT +1 and Sundays).
10.3 The data entered when confirming a purchase
(personal information, selected flights, etc.) must be correct, as
any subsequent modification may result in the loss of the original
rate and may incur penalties imposed by the airlines.
If the reservation contains errors due to the user having provided
incorrect data, the user must contact TOR GLOBAL TRAVEL (CICMA nº 3750) as soon as
possible in order to make the necessary arrangements with the airline
and minimise any possible fees.
10.4. TOR GLOBAL TRAVEL (CICMA nº 3750) will charge ?10,00 from
service fee for add extra service to your booking flight after
purchasing confirmation like bagagge, boarding pass, milles card or
similars in each request.
11. Cancellation insurance
TOR GLOBAL TRAVEL (CICMA nº 3750) offers the user the opportunity to secure
Cancellation Insurance, which, in accordance with the conditions and
requirements stipulated in the policy, permits recovery, when
necessary, of any sums paid for the reservation. TOR GLOBAL TRAVEL (CICMA nº 3750)
recommends purchasing this insurance, which goes into effect the
moment the reservation is confirmed. TOR GLOBAL TRAVEL (CICMA nº 3750) recommends
reviewing the general terms and conditions of the policy, as well as
any possible exclusions, prior to purchasing the insurance. The
insurance company is separate from TOR GLOBAL TRAVEL (CICMA nº 3750).
12. Discount for residents of the Balearic
Islands, Canary Islands, Ceuta and Melilla
During the reservation process, if the User checks the box
indicating that he or she is a resident of these areas, the prices
displayed will include the discount whenever permitted by the
specific airline and flight, and the User"s consent will be
requested to verify his or her resident status through the automated
resident verification system (known by its initials in Spanish,
SARA).
Confirmation of the reservation shall be conditioned on the User"s
resident status being verified.
This discount may not be applied retroactively to tickets that
have already been confirmed or used. Before requesting a ticket
including the resident discount, it is the User"s responsibility to
make any necessary inquiries regarding the required documentation and
whether or not the User"s nationality or legal status entitles him
or her to this discount.
13. Large family discounts
In accordance with Order 3837/2006 issued by Spain"s Ministry of
Public Works, a discount shall be applied on national airfare for
members of large families. This discount may be combined with the
discount given to residents of the Balearic Islands, Canary Islands,
Ceuta and Melilla.
In order to obtain the large family discount, the User must prove
his or her large family status to the airline by presenting a valid
official large family certificate or individual document issued by
the corresponding Autonomous Community.
During the ticket purchasing process, the necessary information
will be requested in order to confirm that the User qualifies for
this discount.
When electronic sales are not permitted, at the time of payment,
prior to boarding, the User must present the documents required by
the transporter for verification, even if the User has already been
issued a boarding pass. If the User fails to prove his or her
identity or large family status, or if the information does not
coincide with the person whose name appears on the ticket, the User
may not embark on the corresponding flight using that ticket.
13.1 Large family discount with low-cost or budget
airlines
This type of discount is not always applicable on flights operated
by low-cost or budget airlines. Therefore, in order to take advantage
of this discount, the User must request the information from TOR GLOBAL TRAVEL (CICMA nº 3750) or make the reservation directly with the airline.
14. Responsibilities of the airlines regarding
passengers and their luggage
14.1 Indemnification in the event of injury or death
In accordance with applicable regulations, the carrier is liable
for damages in the event that a passenger suffers bodily injury or
death, whenever the accident causing the injury or death has occurred
aboard the airplane or during the boarding or disembarking process.
The liability of the airline may be partially or fully waived if it
can be proved that the negligence or undue action or omission on the
part of the passenger caused or contributed to the incident.
There is no liability ceiling limit in the event of the injury or
death of a passenger. The carrier may not contest claims for
indemnification of damages of SDR 100,000 or less. Above this
amount, the airline may only contest a claim in the event that it can
prove that the damages occurred through no negligence or fault of its
own or that the damages resulted solely from the negligence or other
undue action or omission of a third party.
Special Drawing Rights (SDR) are a unit of account defined by the
International Monetary Fund (IMF). Their value is the sum of the
values of given quantities of various currencies: US dollars (USD),
euros (EUR), Japanese yen (JPY) and pounds sterling (GBP). The
current value in US dollars can be found on the International
Monetary Fund website (www.imf.org). The equivalent amount in euros
can be found on the Bank of Spain website (www.bde.es/bde/en/).
14.2 Advance payment in the event of injury or death
In the event of the injury or death of a passenger, within fifteen
days from the date of identifying the person to whom indemnification
is due, the airline must pay a sufficient sum of money in advance to
cover that person"s immediate financial needs. In the event of
death, this advance payment may not be less than SDR 16,000.
14.3 Passenger delays
In the event that the passenger"s arrival at the destination is
delayed, the airline is liable for damages whenever it has failed to
take or been unable to take all reasonable measures to prevent such
damages. Liability in the case of passenger delays shall be limited
to SDR 4,150 (approximate amount in local currency).
14.4 Delayed luggage
In the event that luggage is delayed, the airline is liable for
damages whenever it has failed to take or been unable to take all
reasonable measures to prevent such delays. Liability in the case of
delayed luggage shall be limited to SDR 1,000.
14.5 Destruction, loss or damage to luggage
In the event that luggage is destroyed, lost or damaged, the
airline shall be liable up to the amount of SDR 1,000. With
regard to checked luggage, the airline is liable even when not at
fault, except when the luggage was already damaged. With regard to
luggage that was not checked in, the airline is only liable for
damage for which it is at fault.
14.6 Higher limits for luggage
The passenger may increase the limits of liability by making a
special declaration and paying a surcharge at the time the luggage is
checked in.
14.7 Luggage-related claims
If checked luggage has been damaged, delayed, lost or destroyed,
the passenger must notify the airline in writing as soon as possible.
In the case of damage, written notification of the situation must be
submitted within seven days of the date on which the luggage was made
available to the passenger and, in the case of delay, within
twenty-one days of the date on which the luggage was supposed to be
made available to the passenger.
14.8 Liability of the airline with which the service was
contracted and the airline responsible for providing it
If the airline responsible for operating the flight is not the
same as the airline with which it was contracted, the passenger may
submit a complaint or claim to either airline. If the ticket displays
the name or code of an airline, it will be that of the contracting
airline.
14.9 Time limits for submitting claims
Any claim submitted before a court of law must be presented within
a period of 2 years from the date of the airplane"s arrival or the
date on which it was supposed to arrive.
14.10 Basis of the information
The regulations described herein are based on the Montreal
Convention of May 29, 1999, implemented in the European Community
through EC Regulation 2027/97 (amended by EC Regulation 889/2002) and
national legislation in the various member states.
14.11 Passenger rights in the event that boarding is
denied or a flight is severely delayed or cancelled
Articles 4, 5 and 6 of EC Regulation 261/2004 establishes that, if
a passenger is denied boarding or the flight is cancelled, the
airline responsible for operating the flight is obligated to
indemnify the passenger and provide assistance. Whenever payment has
been made within the specified period, the following passengers shall
avail of these rights for any flight, including charter flights:
a. Passengers flying out of an airport located within the
territory of an EU member state subject to the provisions of the
Treaty
b. Passengers flying out of an airport located in a third country
whose destination is another country located within the territory of
an EU member state subject to the provisions of the Treaty, unless
they have the right to benefits or compensation and assistance in
this third country, whenever the air carrier responsible for
operating the flight in question is a European Community carrier
14.12 Denial of boarding
Whenever the number of passengers exceeds the number of available
seats, the airline must first ask for any volunteers to give up their
seats in exchange for certain compensation, under the conditions
agreed upon between the interested passenger and the air carrier
responsible for operating the flight. The volunteers shall receive
assistance, which must include the option of a refund for the amount
of their ticket (with a free return ticket to the original point of
departure, if applicable) or an offer for alternative transport to
the final destination.
If there are no volunteers, the airline must pay the passenger
compensation in the amount of 250 euros for flights of less than
1,500 kilometres, 400 euros for flights over 1,500 kilometres within
the European Union or flights between 1,500 and 3,500 kilometres
outside of the Community, and 600 euros for flights over 3,500
kilometres outside of the European Union. This compensation may be
cut in half if the delay in alternative transport is no greater than
2, 3 or 4 hours, respectively.
The airline is obligated to give the passenger the choice between
reimbursement for the amount of the ticket (along with a free return
ticket to the original point of departure, if applicable) and an
alternative means of transport to the final destination, to offer him
or her sufficient food and drink, as well as lodging at a hotel, when
necessary (including transport to and from the hotel), at no charge,
and to provide a means of communication.
14.13 Cancellation of flights
In the event that a flight is suspended, the airline responsible
for operating the flight must give the passenger the choice between
reimbursement for the amount of the ticket (along with a free return
ticket to the original point of departure, if applicable) and an
alternative means of transport to the final destination, to offer him
or her sufficient food and drink, as well as lodging at a hotel, when
necessary (including transport to and from the hotel), at no charge,
and to provide a means of communication.
The airline may also be required to compensate the passenger in an
amount equal to that payable in the event of denied boarding, unless
the passenger has been notified of such cancellation sufficiently in
advance and has been offered alternative transport with a schedule
close to that which was initially anticipated.
All compensation or refunds shall be paid in cash, via EFT, by
check or in travel vouchers upon the passenger signing an agreement
thereto, and shall be effectuated within a period of 7 days.
If these rights are denied, the user must submit a claim with the
airline operating the flight.
14.14 Severe delays
Immediate assistance: if the passenger makes the payment within
the specified period for any flight, including charter flights,
departing from an airport within the European Union or arriving at an
airport within the European Union from another airport outside of it
when the flight is operated by an airline from the European
Community, and if the airline operating the flight anticipates a
delay of 2 hours or more for flights of less than 1,500 kilometres, 3
hours or more for flights of more than 1,500 kilometres within the
European Union or other flights between 1,500 and 3,500 kilometres,
or 4 hours or more for flights of more than 3,500 kilometres outside
of the European Union, the airline is obligated to offer him or her
food and drink, as well as lodging at a hotel, when necessary
(including transport to and from the hotel), in addition to providing
a means of communication.
Whenever the delay is 5 hours or more, the company must also offer
the user a refund of the full price paid for the ticket,
corresponding to the part or parts of the trip that were not carried
out, if the flight no longer bears any relation to the passenger"s
initial travel plans, as well as a return flight to the initial point
of departure as soon as possible, if appropriate.
If these rights are denied, the user must submit a claim with the
airline operating the flight.
Subsequent claims: if the party responsible for the delay of a
flight in any part of the world is an EU airline, the user may claim
up to SDR 4,150 in damages. If the airline is not in agreement
with the claim, the user may resort to the courts of law.
The user may file a claim against the airline with which he or she
contracted the flight or against the one operating it, if they are
not the same.
Liability: any limitation or waiver of the carrier"s liability
shall apply to its agents, representatives and employees, as well as
to any other individual or entity whose aircraft is used by the
carrier for transport and to the representatives, agents and
employees of that individual or entity.
The provisions of the contract are binding to every agent,
employee and representative of the carrier that does not have the
authority to modify or renounce them.
Tor Global Travel shall not be held liable for any duplicate
reservations the user may make, nor shall it be held liable for
impracticable reservations, for example, if one passenger has
reservations for flights to two different places at the same time.
15. Unpaid airline tickets
If the User"s credit card is rejected or declined for the amount
of the reserved airline tickets for any reason in a sale in which TOR GLOBAL TRAVEL (CICMA nº 3750) acts as broker, the reservation may be cancelled
without notice by the airline.
If there is a charge-back, cancellation or rejection of the
charges made on the credit card, whether in full or in part, TOR GLOBAL TRAVEL (CICMA nº 3750) shall have the right to charge a fee for non-payment
upon having issued and paid for the airline tickets.
16. Responsibilities of the User
The passenger is required to arrive at the airport at the time
established by the airlines or sufficiently in advance to make all
the necessary arrangements prior to the flight and, in any event, at
least an hour-and-a-half before national flights and two hours before
international flights. TOR GLOBAL TRAVEL (CICMA nº 3750) shall not be held liable for
the User"s failure to comply with this precaution.
17. Connections
In the case of connecting flights, the User should be aware that
there is a series of minimum connection times that must be observed.
If the User complies with these and still misses the connecting
flight, the airline shall be responsible for putting him or her on
the first available flight, unless the passenger has some sort of
restricted ticket. When connecting flights are provided by airplanes
from the same airline and the flights are missed through fault of the
airline, the airline shall be liable 100 percent of the time.
It is recommended that the User enquire with TOR GLOBAL TRAVEL (CICMA nº 3750) as
to the minimum connection time and that he or she always allow a
sufficiently prudent margin between flights.
TOR GLOBAL TRAVEL (CICMA nº 3750) displays flights with connections that observe
the minimum connection times established by each airport. These
minimum times for each airport are established in relation to
connections between planes without taking checked-in luggage into
account, i.e. the connections are guaranteed whenever the User does
not have to retrieve his or her luggage at the connecting airport and
check it in again. In the event that luggage needs to be checked in
again during the trip, connection times must allow for more than 2
hours.
The User is responsible for avoiding scheduling flights without
allowing at least the amount of time indicated above in order to make
a connection. Failure to observe this margin involves a risk that
cannot be controlled or minimised by TOR GLOBAL TRAVEL (CICMA nº 3750).
Airlines occasionally offer direct flights with technical stops at
points other than the departure or arrival destinations. These stops
may be for purposes of changing planes, picking up additional
passengers or any other technical matter. TOR GLOBAL TRAVEL (CICMA nº 3750) shall
inform the User of these stops whenever the airline has provided this
information. In no event shall TOR GLOBAL TRAVEL (CICMA nº 3750) be held liable for
any resulting damages or inconvenience.
18. Special services required by the User
If the User needs to confirm any type of special service, such as
a wheelchair, animal transport, either in the cabin or in the hold,
or special dietary requirements, he or she must indicate this in the
SPECIAL INSTRUCTIONS field. In the case of wheelchairs, the User must
specify the type of service needed, whether or not he or she can use
stairs, etc. In the case of animals, the User must specify the type
of animal, the means of carriage and the combined total weight of the
animal and the carrier.
If the User wishes to confirm the reservation of a service, even
if the service is denied by the airline, he or she is fully
responsible for indicating this in the SPECIAL INSTRUCTIONS field. In
the event that the information is unavailable, we will confirm the
reservation alone, without regard to the status of the requested
service.
19. Costas y Hoteles"s responsibilities
Costas y Hoteles, as the legal owner of this website, offers the user
various air transport services, acting in the name and on behalf of
the air carriers. In no event shall the operation of this website be
construed as a means of direct sales in the name of these services,
as TOR GLOBAL TRAVEL (CICMA nº 3750) acts solely as a broker in all cases.
Low-cost or budget airlines directly process the tickets they
issue.
20. Payment methods
On Costas y Hoteles, the User may pay using a debit card or credit card
(VISA, MASTERCARD, DINERS, JCB or AMERICAN EXPRESS), through a PayPal
account, with bitcoins or even via EFT, subject to the fulfilment of
certain requirements. When making reservations with a discount or
low-cost airline, the payment currency will always be that of the
country from which the originating flight is scheduled to depart, in
which case the applicable exchange rate shall be that which is in
effect at the banking institution issuing the payment.
Prices are expressed in various currencies, although the fees for
contracting the services are charged in euros (EUR), US dollars (USD)
or pounds sterling (GBP), depending on the payment currency selected
by the user. Nevertheless, in some cases when using a secure payment
gateway, the user is also given the option of paying with other types
of currency.
All of the products offered online may be paid via PayPal or with
bitcoins, except for cruises, car rentals, certain hotels that only
accept payment at the front desk and certain flights for which the
airline only accepts payment by credit card.
When making reservations with a discount or low-cost airline, the
payment currency will always be that of the country from which the
originating flight is scheduled to depart.
Updated August 8, 2019
General Car Rental Conditions
The terms and conditions set forth below govern access to, and use of the Internet address booking.costasyhoteles.es (hereinafter, the Website) the technology of which is the property of Tor Global Travel, S.L.U..
1. Identification of the Parties
Tor Global Travel, S.L.U., with registered offices in Glorieta de Quevedo, 9, 28015 Madrid, and Tax Identification Number (NIF) B-87500856, hereinafter, Onlinetravel;
Costas y Hoteles, hereinafter, the Agency, which shall broker the services offered by Onlinetravel;
And the individual (hereinafter, the User), who accesses the page for information and to contract the services offered through the Website.
2. Objective
Through booking.costasyhoteles.es, Costas y Hoteles offers Users the ability to confirm reservations for vehicle rentals.
3. Request, Booking and Confirmation
The User shall have the ability to confirm one or more vehicle rental reservations through the booking.costasyhoteles.es webpage by following the detailed steps that will be provided.
4. Conditions for Booking the Products and Services Promoted by Costas y Hoteles
4.1. Organization: Costas y Hoteles offers use of this Website to Users, subject to their full acceptance of the General Conditions set forth herein. The Users use of this Website shall be construed as his/her tacit acceptance of these General Conditions in their entirety. If the User does not agree to these conditions, he/she shall forfeit the right to use this Website.
The User warrants that he/she is of legal age (i.e. at least 18 years old) and that he/she enjoys the necessary legal capacity to be bound by this Contract and to use the Website in accordance with the General Conditions set forth herein, which he/she understands and acknowledges in their entirety.
Additionally, the User warrants that all of the information he/she has supplied, both to gain access to the Website and while using it, is true, complete and precise, and agrees to maintain this information up-to-date.
4.2. Registration and Reimbursement: The Agreement may be executed through the booking.costasyhoteles.es webpage. Execution of the Contract occurs the moment the service is confirmed, when the User accepts the General Conditions set forth herein and makes the corresponding payment. During registration, you must deposit the full amount payable for the reservation, as no booking shall be confirmed until payment has been received. Any unpaid booking shall be considered null and void and the conditions described in the Cancellation Section shall apply. Costas y Hoteles shall deliver a confirmation to the User via email, specifying the contracted services. The booking reference, which must appear in the confirmation, will confirm the reservation on the part of Costas y Hoteles.
4.3. Vehicle Rental Reservations: When picking up your vehicle, you must sign a rental contract with the provider. The car rental conditions (prices, availability, modification and cancellation policies, etc.) shall be subject to local laws, and as such, are those that are established by the car rental company at any given moment, and are subject to change without incurring any liability whatsoever on the part of Costas y Hoteles in its capacity as broker. Such conditions shall be those that are chosen by the User during the electronic booking process.
Availability Issues: The availability displayed on the webpage is that which has been directly supplied by the provider, who is solely responsible for correctly updating the information on availability and pricing.
4.4. Cancellations and Modifications: At any time, the User may opt out of the requested or contracted services and shall have the right to a full refund of any amounts paid, whether the total price or an advance deposit; however he/she must compensate Costas y Hoteles for the following items:
Handling fees: the fee for modifications or cancellations is 12. Date changes may entail rate changes. Certain fees are fully non-refundable in the event that the cancellation is made more than 7 days after the date the reservation is confirmed. You will have no right to reimbursement for any unused rental days.
In the event that you cancel or modify your reservation, you must contact your agent by telephone or at the email address provided to you at the time of making your reservation. Such cancellations or modifications may only be made up until 72 hours prior to the scheduled vehicle pick-up time.
4.5. Important Notes
General information: Additional charges may be subject to local sales tax and fees. The prices for extras are the sole responsibility of the local company and may be subject to change.
When picking up the vehicle, a deposit will be required. This is typically effectuated by freezing the corresponding amount on the drivers credit card. Debit cards, such as VISA Electron, Maestro or other similar cards, will normally not be accepted. The security deposit will be refunded upon completion of the rental period, as long as the car is returned in the same condition in which it was picked up.
Both the primary driver and any additional drivers must present drivers licences that bear their respective names and that have been valid for a minimum of 12 months.
The rental includes:
* Limit of 300 kilometres per day for ALL car categories. Additional kilometres will be charged at the rate determined by the provider, and the User must pay for these upon returning the vehicle.
* Partial Collision Damage Waiver (CDW) insurance
* Anti-theft insurance
* Third-party liability
* Local taxes
* Airport surcharge
* Vehicle excise duty
* Office premium charge
* Mandatory winter surcharge (? Winter tires between 1 Nov. and 31 Mar.)
Mandatory local charges
* Not included.
Additional charges paid directly at the rental pick-up location
* Surcharge for picking up the vehicle outside of business hours (if applicable)
* Fee for returning the car to a different office location (if applicable)
* Additional extras requested at the rental office (e.g. child seat, GPS)
* Delivery and Pick-up service (e.g. delivery to a hotel)
* Supplemental insurance to cover injured drivers and/or passengers
Please bear in mind that the fees charged locally for these and other items will be subject to local sales tax. The prices of extras are determined by the local rental company and are subject to change.
alquiler local y están sujetos a cambios.
Payment Policy
Important: Certain providers (for example, those in Australia and New Zealand) will not accept China UnionPay credit cards or other credit cards bearing the UnionPay logo for picking up a vehicle. Please consult the UnionPay webpage for more information.
Requirements
Methods accepted by the provider for covering the deposit at the beginning of the rental period:
* CREDIT card Visa/MasterCard
* CREDIT card American Express
* Credit cards must be in the name of the primary driver.
Please bear in mind that the provider requires two credit cards for deposits on FDAR, FWMR, PDMR, PDAR and PWAR groups.
Driver age and requirements
The minimum age to rent a car is 19.
For vehicles in the EBMR, ECMR, EWMR, EXMR, CCMR, CDMR, CLMR, CXMR, CPMR, CWMR and CCAR groups, the minimum age is 19.
For vehicles in the IDMR, IXMR, IWMR, IVMR, SDMR, SWMR, FDAR, FWMR, FVMR, LVMR, PVMR, SVMR, SVMN, ETMR, ETMN, CTMN, CTMR, ITMN, ITMR and XVAR groups, the minimum age is 21.
For vehicles in the FTMR, FTAR, IFMR, IFAR, SFAR and SFMR groups, the minimum age is 23.
For vehicles in the PDMR, LDAR, PWMR, LWMR, LBAR, LTAR, LTAN, LTMR, PSMN, PSAN, FSAR, FSMR, PDAR, PZMR, PZAR, PSMR or PSAR groups, the minimum age is 25.
For vehicles in the XDAR, XTAR, XSAR, XBAR, PFAR, PFMR, LFAR, LFMR, XFAR, XFMR, FFAR and FFMR groups, the minimum age is 27.
Drivers from 19 to 23 years old must pay 9 per day up to a maximum of 45 per rental, plus tax.
If your driver's licence does not use the Roman alphabet, you must present your international drivers licence to pick up your car.
All drivers must be in possession of a drivers permit that has been valid for at least 1 year
Important: Not all providers will accept drivers licences issued in China, even when accompanied by a notarized translation.
Please consult our Terms and Conditions for more information or check with us before travelling.
Requirements for picking up the vehicle
* Your passport for identification purposes
* A valid drivers licence
* The electronic voucher you received upon confirmation of your reservation
Fuel Policy
The vehicle will be delivered with a full tank of gas. You must return it with a full tank or a surcharge will be applied for filling the tank.
International Travel
If you are planning on either driving the rental vehicle outside of the country or island in which you picked it up or crossing the border, please notify one of our agents at least 7 days in advance. Restrictions apply in certain countries, and we must let the provider know in advance.
Special Equipment and Local Requests
All additional equipment, such as child seats, snow chains, etc. must be paid for at the vehicle pick-up location. Costas y Hoteles will forward these types of requests to the provider if you have indicated them at the time of making the reservation. However, Costas y Hoteles cannot guarantee their availability.
Insurance Information
When you rent a car through Costas y Hoteles, your rental contract normally includes Partial Collision Damage Waiver (CDW) insurance and anti-theft insurance. The Partial CDW insurance will reduce your financial liability for any damages caused to the vehicle during the rental period. The partial liability coverage for theft indemnifies you against damages resulting from the attempted theft of the vehicle, its parts or accessories, and against any losses our provider may incur. Both types of coverage are subject to exclusions. Your liability is limited to payment in the amount of the deductible. Some rentals do not include a deductible, in which case, you will be clearly notified during the reservation process.
Upon picking up the vehicle, you will be required to pay a deposit equivalent to the amount of the deductible and the cost of fuel.
The deposit is generally made by freezing the corresponding amount on your credit card. If you do not have a credit card, some agencies may accept other forms of payment. If the primary driver does not have a credit card, please contact our Reservation Centre as soon as possible so they can find out if the local agency accepts deposits in cash or by debit card. You must notify our agents before the vehicle pick-up date. If you damage the vehicle during the rental period, depending on the extent of the damage, the maximum amount you will have to pay is equivalent to the deductible. In the event that the driver has driven recklessly or negligently, or has driven under the influence of drugs or alcohol, he or she will be liable for the full amount of any consequent damages. Please bear in mind that most insurance policies do not cover the windows, tires, undercarriage or interior of the vehicle, nor do they cover fees for towing or lost keys. Before signing your contract at the rental agency, be sure to read it carefully so you will exactly what the exclusions are, and if you have any questions, please dont hesitate to contact our Reservation Centre. The local provider will have a number of available options for reducing your risks and increasing your coverage to insure your passengers and personal possessions, in the event that you wish to do so.
Damage deductible reimbursement
The service provider offers a Damage Waiver option for the deductible, which, when purchased prior to picking up the vehicle, offers you a refund of the deductible (excluding administrative and impound costs) paid to the provider as a result of any CDW insurance claim against the latter or due to damage caused to the vehicle during the rental period. If you, the Lessee, purchase this option, you should bear in mind that the local agency will still charge you the amount of the deductible for any damages caused to the vehicle. However, you will be able to submit a claim to the provider for reimbursement of the amount paid. The Damage Deductible Reimbursement option does not cover any expenses that are invalidated by the local providers Partial CDW insurance policy, for example, those arising from negligence or violation of the terms of the rental contract. Likewise, it will not cover those expenses that are excluded in the Partial CDW insurance policy. Among the most common exclusions are windshields, windows, wheels, tires, interiors, undercarriages, personal possessions, towing costs and driving on unpaved roads.
5. Liability
In the Website, there may be links to other websites. Costas y Hoteles has no control over these third-party websites and shall not be held liable for their content. Likewise, Costas y Hoteles shall not be held liable for the technical availability of any webpages the User may access through the Website. Furthermore, Costas y Hoteles shall not be held liable for any damages stemming from one User's violation of the rights of another User or those of a third party, including copyrights, patents, confidential information and any other type of intellectual or industrial property rights. Costas y Hoteles shall not be held liable for any damages to the User stemming from the inability to provide the services governed by these General Conditions due to force majeure, acts of God or other causes not attributable to the former. Additionally, Costas y Hoteles shall not be held liable for the improper functioning of the service resulting from defective configuration of the Users computer equipment or from his/her inability to support the computer systems that are necessary for utilizing the services that are offered.
Costas y Hoteles will make every effort within its power to provide the information contained in the Website accurately and without typographical errors. In the event that Costas y Hoteles at any time inadvertently commits such an error, it shall be corrected immediately. If there is a typographical error in any of the indicated prices and a User has made the decision to purchase based on such error, Costas y Hoteles shall honour the purchase at the stated price, absorbing the difference in cost, unless the error is so disproportionate in relation to the average price as to be obvious enough for anyone to detect it with a reasonable amount of diligence, the foregoing in order to prevent the Users illicit gains or abuse of rights, as typified under our current legislation.
Costas y Hoteles will not be held liable for the passport, visa or health requirements of the destination country or the validity and veracity thereof, nor will it be responsible for layovers between flights or linking flights. It is the obligation of the travellers or consumers of any product or service contracted with our company to inform themselves and ensure that the entrance requirements related to their trip are feasible, considering their personal and legal conditions, as well as any necessary identification documents, according to the country they are travelling to and the airline(s) they will be using. The consumer is hereby advised that under certain circumstances, a DNI (National ID) will not be sufficient for flights within Spain or the European Community, for example on Iberias 6000 Series flights or flights that originate outside our borders and use Spain as a transit zone en route to their final destination. In the event of failure to comply with these recommendations and/or requirements, the client shall be solely responsible for any expense, loss or damages, whether incurred personally or by the company, including the inability to utilize the travel arrangements that have been booked. The United States Department of Homeland Security requires all passengers (including minors) who are flying to the US or travelling within its territories (including Puerto Rico) to be in possession of a biometric passport (or e-passport).
6. Other Important Matters
Costas y Hoteles employs the utmost care and diligence when relaying the descriptions of each service, which have been supplied by the providers, themselves, on the booking dates, and to this end, it avails of informational photographs with the intention that these descriptions at all times reflect the reality of the contracted services as objectively as possible, thus avoiding misleading, confusing or deceiving the User with regard to any substantial information. Due to the time-specific nature of photographs, they are not contractual in and of themselves, but rather must be viewed within the context of the description of the contracted services.
7. Validity and Jurisdiction
This programme is valid as of the first day of March of two thousand and twelve, and the organizing agency is bound by it during this period. Nevertheless, any changes in this information shall be valid whenever they are communicated to the consumer before entering into the contract or if the contractual parties have agreed to such modifications. Onlinetravel expressly refuses to voluntarily submit to the Consumer Arbitration Boards or to any other arbitration procedures not expressly accepted by Onlinetravel. Expressly renouncing their own venues, the parties agree that this Contract shall be governed by Spanish legislation, and for purposes of resolving any lawsuit that may arise from it, submit to the jurisdiction of the Courts and Tribunals of Gran Canaria, except in the event of contracting with Users, in which case the Courts and Tribunals of the Users place of residence shall be competent.
8. Use of this Website
1. The User expressly consents to receiving electronic communications containing commercial advertisements and news related to Costas y Hoteles and the products or services it sells or promotes. Costas y Hoteles provides the User with the necessary means to revoke such consent (opt out).
2. All of the content, trademarks, logos, images, etc. displayed in the Costas y Hoteles webpages are protected by Onlinetravel's intellectual and industrial property rights, patents, trademarks and copyrights, which are expressly reserved by Onlinetravel and, when applicable, any other persons or companies that figure as the authors or holders of such rights. Any violation of the abovementioned rights shall be prosecuted in accordance with currently effective legislation. Therefore, it is strictly prohibited to reproduce, exploit, alter, distribute or publicly communicate any of the content of this Website by any means for any use other than legitimate informational purposes or for the User to contract the services offered herein. In any case, doing so shall require the prior written consent of Onlinetravel.
3. The process of uploading data to the Costas y Hoteles webpages on the part of the User, as well as the uploaded information, itself, shall be protected through the most modern electronic security techniques currently available on the Internet. Furthermore, any supplied data that is stored in our databases shall be equally protected through security systems that impede unauthorized third-party access. If the contracting party wishes to access, correct or delete his/her data in accordance with Comprehensive Law No. 15 of September 13, 1999 (Personal Data Directives), he/she may send an email to Costas y Hoteles, which will make every effort to avail of the most up-to-date technology to ensure the efficacy of the security systems.
4. Any links to other webpages that may appear in the Costas y Hoteles website are provided to the User purely for informational purposes; therefore Costas y Hoteles shall not be held liable in relation to any products, services or content offered or supplied in linked pages located in other domains.
5. If any clause included in these General Conditions is declared null or invalid, either in full or in part, such nullity or invalidity shall only affect the provision or portion thereof that has been declared null or invalid. All remaining General Conditions shall retain their full legal validity and effect, as if the invalid provision or portion thereof had never been included.
General Conditions of the Travel Package Contract
By and between, TOR GLOBAL TRAVEL (CICMA nº 3750), S.L.U., with registered office in Glorieta de Quevedo, 9, 28015 Madrid, and Tax Identification Number (NIF) B-87500856, CICMA 3750. (hereinafter, Onlinetravel)
And the user, who accesses the website to learn about and contract the services offered through the website and who declares to be of legal age (that is, at least 18 years of age) and has the legal capacity necessary to enter into this agreement and to use this website in accordance with this Legal Notice and with the General Conditions of each type of service offered on the website, both of which the user hereby declares understands in their entirety.
1. Applicable legislation and acceptance of these Conditions
The travel package contract is governed by the agreement between the parties, the terms established in these General Conditions, the provisions of Royal Legislative Decree 1/2007 of November 16, which ratified the amended text of the General Law in Defence of Consumers and Users and other Supplemental Laws, and any regulations that may replace it.
Booking or participating in any of the offered travel packages implies the express acceptance of each and every clause of these General Conditions, as well as the specific terms that are agreed upon in the contract or that appear in the travel documents.
2. Travel packages
A 'travel package' shall be understood as a pre-set combination of at least two services that are sold or offered together for an overall price, whenever the period of such services exceeds 24 hours or includes one night of lodging. Such services include transportation, lodging and any other tourism services that are not transportation or lodging accessories, but that constitute a significant part of the travel package.
All the organised tours found on the Onlinetravel website are organised by various wholesale travel agencies (also referred to as 'tour operators').
3. Pricing
3.1. Price revisions
The prices set forth in the contract may not be modified, whether upwards or downwards, except when the possibility of such modification is explicitly indicated, the precise calculation methods for such purposes are clearly defined and, in the event of an increase, the User is notified of the modification at least 20 days prior to the scheduled departure date.
Modifications shall only be made in order to incorporate variations in the cost of transportation, including the price of fuel, the taxes and fees related to certain services and the exchange rates applied to the organised tour.
3.2. The price of the travel package includes:
Indirect taxes on consumption, when applicable
Lodging at the chosen establishment with the contracted board type, whenever such service is included in the programme
All of the services and supplemental items expressly specified in the contracted programme
Airport taxes and fees, when applicable
Transportation, whenever such service is included in the contracted programme
Technical assistance during the trip, whenever such service is specifically included in the contracted programme
3.3. The price of the travel package does not include:
Any other service not expressly specified in the contracted programme, including, but not limited to, visas, vaccination certificates, 'extras', such as coffee, wine, liquor, mineral water, special diets, laundry and ironing, parking, telephone use, cribs, TV rental, spa services, thermal baths, massages, medical, therapeutical or health treatments and any other similar services that are offered by the establishment for an additional fee and are not included in the price paid for the primary lodging services that have been contracted.
In the case of certain destinations, additional taxes may apply, including, but not limited to, lodging and local taxes, which may vary in relation to the particular destination and the classification of the establishment. The User shall be solely responsible for paying such taxes, which shall be paid directly at the hotel establishment.
3.4. Payments and refunds
The travel arrangements must be fully paid by the time the documents are sent, or in any event, prior to the scheduled departure date.
Requesting a reservation implies the User's subsequent acceptance of the corresponding fees, which will be charged to the User's selected payment method.
In the event that the charge is declined for any reason, after informing the User of the situation in order to attempt to resolve the payment issue, the reservation shall be cancelled.
In the event that full payment of the agreed price is not received in accordance with the indicated conditions, this shall be construed as the User's cancellation of the travel arrangements, whereupon the terms established in the 'Cancellation on the part of the consumer' section shall apply.
In the event that the organiser is unable to provide any of the services requested by the User before signing the contract, Onlinetravel shall inform the User of the situation so the latter may cancel the travel arrangements and recover any amounts that have been paid in advance.
All refunds that are due for any reason shall be processed through Onlinetravel, with no reimbursement whatsoever to be made for services that are voluntarily unused by the consumer.
In the event that the User makes a reservation for a low-cost airline + hotel, two separate charges will appear on the User's credit card: one from the low-cost airline for the corresponding airfare, and the other from the retailer (Onlinetravel) for the remaining contracted services.
In the event of a cancellation when the fee is fully or partially refundable, the amount of the reservation may be returned in the form of a voluntary refund voucher. This voucher will be valid for a period of one (1) year from the date of issue and redeemable for any service offered by Onlinetravel, not counting Onlinetravel's service fees for cancellations. All other applicable conditions will be shown on the voucher, itself.
The voluntary voucher offer does not restrict the user"s right at any time to receive a reimbursement of the amount paid, which would be credited within a maximum of fourteen (14) days to the same payment method used to make the original purchase.
4. Modification or cancellation of the travel arrangements on the part of the consumer
The User may cancel the requested or contracted services at any time and shall have the right to the full refund of any amounts paid; however, the User must pay the amounts indicated below as indemnification, unless the cancellation is due to Force Majeure:
a) The User shall pay any applicable handling and cancellation fees, as well as a penalty comprising 5% of the total amount of the travel arrangements if the cancellation is made more than ten and fewer than fifteen days prior to the departure date, 15% if made three to ten days prior, and 25% if made during the final forty-eight hours prior to the scheduled departure.
If the User fails to appear at the scheduled time and place of departure, he or she shall be obligated to pay the full price of the travel arrangements, including any pending payments, unless expressly agreed otherwise by the parties.
b) In the event that the travel package services that were contracted and subsequently cancelled were subject to special financial terms and conditions (for example, non-refundable hotel or transportation fees, charter or special flights, airplane fleets, circuits, excursions, etc.), the cancellation fees established by the provider of each specific service shall apply.
5. Modification or cancellation of the travel arrangements on the part of the organiser
5.1. Prior to departure
In the event that it becomes necessary to make significant modifications to an essential element of the travel contract prior to the scheduled departure date, Onlinetravel shall alert the User as to the situation immediately and shall be responsible for offering an alternative with the same characteristics as the originally requested travel arrangements (in any event, the User may choose between terminating the contract without penalty or accepting a modification to the contract, specifying the variations and their effect on the price).
The User must communicate his or her decision within three days of being notified of the modification. If the User fails to communicate a decision in the specified terms, it shall be understood that the User has opted to terminate the contract with no penalty whatsoever.
In the event that the User opts to terminate the contract or the organiser cancels the travel package before the scheduled departure date for any reason not attributable to the User, the latter shall have the right, from the moment the contract is terminated, either to receive full reimbursement of any corresponding amounts paid or to substitute the travel package with another of equal or greater value, whenever the organiser or retailer is able to offer such package.
5.2. Once travel has been initiated
In the event that, subsequent to the travel departure date, the organiser fails to provide, or confirms the inability to provide, a significant part of the services set forth in the contract, the organiser shall adopt any appropriate solutions permitting the continuation of the organised tour, without imposing any surcharge whatsoever on the User, and if necessary, shall reimburse the latter in the amount of any difference between the contracted services and those actually provided. If the User continues the trip utilising the solutions provided by the organiser, this shall be construed as the User's tacit acceptance of such proposed arrangements.
If the solutions adopted by the organiser are not viable or if the User rejects them on reasonable grounds, the former must provide the latter, at no additional cost, with a means of transport equivalent to that used in the contracted travel in order for the User to return to the point of origin or another destination agreed upon by the parties, without prejudice to the recovery of any applicable indemnification.
6. Transfer of reservation
The primary contractual party or beneficiary may transfer the travel package reservations free of charge to any person who satisfies all the required conditions, whenever Onlinetravel is informed of such transfer in writing at least 15 days prior to the scheduled departure date.
The person transferring the travel package reservations and the person to whom they are transferred shall be jointly responsible for any balances due, as well as any additional justifiable expenses that may arise from such transfer.
7. Responsibilities of the User
The User is obligated, preferably while at the destination, to inform the organiser or Onlinetravel, as well as the provider of the service in question, if applicable, in writing or by any other means conserving a record, of any non-fulfilment in the execution of the contract.
If the User does not agree to the proposed solutions, he or she shall avail of a one-month period in which to file a claim against the retail agency or organiser, and the latter shall avail of a maximum period of one month from receipt of such claim to provide a formal response via the same channels.
It is the responsibility of the User of any contracted service to make the necessary inquiries in order to ensure compliance with all the entrance requirements related to the travel, taking his or her personal and legal situation into consideration, and to ensure that all the necessary identification documents are in his or her possession, in accordance with the destination country and the airline(s) that will be flown. The User is hereby advised that, under certain circumstances, a national ID document will not be sufficient for domestic or continental flights, for example, on Iberia's 6000 Series flights or flights that originate outside the borders of Spain and use Spain as a transit zone en route to the final destination. In the event that the User fails to comply with these recommendations or requirements, he or she shall be solely responsible for any resulting expenses, losses or damages, whether incurred personally or by the company, including the inability to utilise the travel arrangements that have been booked. The United States Department of Homeland Security requires all passengers (including minors) who are flying to the US or travelling within its territories (including Puerto Rico) to be in possession of a biometric passport (or e-passport) and to have secured approval through the Electronic System for Travel Authorisation (ESTA). The User is also advised of the necessity of obtaining any other appropriate mandatory authorisation for entrance and transit in the destination country or transit zone, in accordance with applicable regulations. All of this information can be found in the website of Spanish Ministry of Foreign Affairs at http://www.exteriores.gob.es/Portal/en/Paginas/inicio.aspx
8. Responsibilities of the organiser and retailer
In accordance with their respective roles in administering the travel package, the organiser and retailer shall be responsible to the User for the proper fulfilment of their contractual obligations, regardless of whether they execute such obligations themselves or through third-party service providers, without prejudice to their right to initiate legal actions against such service providers.
Any business owners appearing jointly in the contract, regardless of their classification or the relationship between them, shall be jointly responsible to the User, without prejudice to the right of the party responding to the User to seek legal recourse against the party responsible for the non-fulfilment or unsatisfactory fulfilment of the contract according to that party's respective role in administering the travel package.
The party shall likewise be liable for any damages suffered by the User as a consequence of the non-fulfilment or unsatisfactory fulfilment of the contract.
Such liability shall not apply under the following circumstances:
a) When the shortcomings in the fulfilment of the contract are attributable to the User
b) When such shortcomings are of an unforeseeable or insurmountable nature and are attributable to a third party not involved in the provision of the services established in the contract
c) When such shortcomings are due to Force Majeure, which shall be understood as circumstances beyond the control of the affected party that are unusual and unforeseeable and whose consequences could not have been prevented despite having acted with due diligence
d) When the shortcomings are due to an occurrence that the retailer or organiser, if applicable, was unable to foresee or surmount in spite of having exercised all necessary diligence
Indemnification for any damages resulting from non-fulfilment or unsatisfactory fulfilment of the services included in the travel package shall be limited in accordance with the provisions of the international agreements regulating such services.
The organiser shall not be held liable for damages arising from any independent service not included in the travel package (such as hotel reservations on prior or subsequent days, transportation from the passenger"s point of origin to the point of departure of the trip and vice versa, missed connecting flights, etc.).
Any damages other than personal injury must always be confirmed by the consumer.
If it is impossible to guarantee the traveller's return trip as agreed in the travel package contract because of circumstances that are unavoidable and extraordinary, Onlinetravel or the organiser, if applicable, shall assume the cost of any necessary accommodations, which should be of an equivalent category whenever possible, for a period not to exceed three nights per traveller. Whenever European regulations regarding passenger rights associated with the means of transportation utilised for the traveller"s return trip specify longer periods, these periods shall apply.
In no event shall Onlinetravel be held liable for the costs of lodging, maintenance, transport or other expenses that arise as a result of delayed departures or returns of the means of transport, whenever such delays are due to Force Majeure. Whenever the trip is carried out by any means of land transportation contracted either directly or indirectly by the organiser, in the event of an accident, the consumer shall be required to present the pertinent claim against the transportation entity in order to safeguard any necessary compensation from the entity"s insurance. Onlinetravel will provide no-cost assistance and guidance in managing the related procedures.
Onlinetravel reserves the right to modify the clauses of the contract prior to the start date of the travel package, but only with regard to aspects of the trip that are not significant. Onlinetravel must notify the passenger of such changes in advance, in a clear and understandable manner.
If any of the services included in the package are not fulfilled in accordance with the contract, the organiser and the retailer must rectify such non-fulfilment, unless doing so would be impossible or would entail disproportionate costs, taking into account the seriousness of such non-fulfilment and the value of the affected travel services.
If the proposed alternatives result in a travel package of lesser quality than that specified in the contract, the organiser or retailer, if applicable, shall apply a suitable reduction in the price paid by the traveller.
The traveller may reject the proposed alternatives only if such alternatives are not comparable to the arrangements that were agreed upon in the travel package contract or if the proposed reduction in price is insufficient.
9. Responsibilities of the airlines
In the event of overbooking, severe delays, loss of luggage, etc., a passenger holding an airline ticket may directly demand that the airline provide transportation in fulfilment of its obligations under EC Regulations nos 889/2002 and 261/2004 and under the Montreal Convention, 1999.
10. Information for the user
Under current regulations, the user has the opportunity to contract and receive advice on supplemental insurance covering the costs of repatriation in the event of an accident, illness or death, as well as general information on the probable risks inherent in the destination and the contracted travel arrangements.
More information on the traveller"s primary rights, in accordance with the amended text of the General Law in Defence of Consumers and Users and other supplemental laws, as established by Royal Legislative Decree 1/2007 of November 16 can be found at https://www.boe.es/buscar/act.php?id=BOE-A-2007-20555.
11. Reservations
Reservations are subject to acceptance by the provider, depending on availability at the time they are made.
In the event that the passenger has limited mobility or special needs, these can be indicated through our webpage during the reservation process.
Some travel packages are unsuitable for clients with limited mobility or special needs. Please consult our agents for more detailed information.
12. Other supplemental information
12.1 Travel by airplane
In the case of airplane travel, the passenger must arrive at the airport at least two hours in advance of the scheduled departure time and must strictly adhere to any specific recommendations indicated in the flight documentation that has been provided. It is recommended that the client reconfirm the scheduled departure or return times for all flights 48 hours in advance. Schedule changes in charter flights, which may occur up to 48 hours prior to the departure date, shall not be considered sufficient grounds for the client to cancel the trip.
A flight will always be considered a direct flight when the documents consist of a single flight coupon, regardless of whether or not the flight makes a technical stop. In some cases, certain legs of a flight are provided by an airline that does not appear on the ticket or in the reservation confirmation. This is a result of the use of shared codes and alliances between airlines, for which neither the organiser nor Onlinetravel may be held responsible. Since 2007, airlines have required electronic tickets. Because of the multitude of airlines and rates, it is recommended to reconfirm the luggage allowance in each individual case.
In the event that the passenger"s arrival at the destination is delayed, the airline is liable for damages whenever it has failed to take or been unable to take all reasonable measures to prevent such damages. Airlines require that the flight coupons making up a ticket be used sequentially; therefore, the passenger"s failure to show up for the outbound flight shall result in the airlines cancelling the return flight without prior notice.
12.2 Hotel categories
The quality and content of the services provided by the hotel shall be determined by the official category assigned to it, if any, by the competent authorities in the country where it is located. In order to make it easier for the consumer to understand the services and categories of lodging establishments, the information on a hotel category will sometimes be based on the star system, even if this is not the system used in the country where the hotel are located, with the understanding that such classification solely represents the assessment made by the organiser.
Rooms Given current legislation, which only establishes the existence of individual or double rooms, permitting some of the latter to be equipped with a third or fourth bed, it shall be assumed that the use of these extra beds is made with the knowledge of the persons occupying the room, and as such, the room shall be listed as a triple room on all printed copies of reservations provided to the consumer.
Check-in and check-out The usual check-in and check-out hours at the hotels depend on the first and last service the traveller will be using. Unless expressly agreed otherwise, as a general rule, the rooms may be used as of 2:00 p.m. on the day of arrival and must be vacated before noon on the day of check-out.
When the contracted service does not include continuous accompaniment by a guide, in the event that the user anticipates arriving at the reserved hotel or apartment on a different date or at a different time from that which is indicated, in order to prevent problems or misinterpretation, it is appropriate to directly notify the agency or lodging establishment of this circumstance as far in advance as possible.
Hotel lodging services shall be understood as having been provided as long as the room was available to the consumer on the corresponding night, even when the actual check-in time is later than initially anticipated, as a result of the unique circumstances of the travel package.
Admission of pets When making the reservation, the user must consult with the travel agency, in this case, Onlinetravel, as to whether it is allowable to bring animals, as they are generally not permitted in hotels or apartments.
Food service S.A./H.A. = Lodging only A.D./H.D. = Lodging and breakfast M.P.= Half board (normally breakfast, dinner and lodging); P.C. = Full room and board (breakfast, lunch, dinner and lodging). Full room and board with drinks (the drinks included may vary depending on the hotel at the destination). T.I. = All-inclusive S.P. = By programme
Unless expressly indicated, drinks and room service are never included.
Depending on flight times, there may be cases in which it is impossible to enjoy one or more of the services indicated as being included. If this happens, the consumer must notify the agency.
Supplemental services If a user requests supplemental services (a room with an ocean view, etc.) that cannot be definitively confirmed by the organiser and these services cannot be provided, the retail agency shall not assume any liability beyond reimbursing the client for the amount paid for such services, either immediately upon the client"s cancellation of the service or at the conclusion of the trip. In accordance with the determinations of certain hotel establishments, some facilities and conveniences may only be available during specific periods and not during the entire season, for example, air conditioning, heating, pools, hot tubs, etc. Depending on the number of clients of a given nationality, hotels reserve the right to schedule exclusive activities in foreign languages.
12.3 Apartments
At the time of making the reservation, the consumer is fully and exclusively responsible for correctly indicating the number of persons that will be occupying the apartment, including all children, regardless of their ages. The user is advised that the apartment management may legally refuse to admit undeclared persons, and the user shall have no legal remedy in such cases. In some cases, extra beds or cribs may be available, as long as these are requested by the consumer prior to signing the contract. Unless expressly indicated to the contrary, these are not included in the listed price of the apartment.
12.4 Tours
The organiser advises the consumer that, in the case of tours, the lodging service will be provided in one of the related establishments or in another of the same category and in the same zone, and that the itinerary of the tour may be organised in accordance with one of the options described in the programme or offer. In such cases, if the consumer accepts this modality prior to signing the contract, the corresponding lack of definition shall not constitute modification thereof. The coaches used in the tours may vary in their characteristics depending on the number of participants. If there are not a sufficient number of passengers for a given departure, a minibus or other lower-capacity vehicle may be used.
12.5 Transfer service
The organiser advises the consumer that, in the case of some transfers, it will be necessary for the consumer to confirm the pickup time with the company by calling the number indicated in the voucher provided by the organiser for the transfer service.
12.6 Luggage
The traveller"s luggage and other personal belongings are not covered in the travel package contract, with the understanding that these items are transported by the traveller at his or her own expense and risk. Neither the retail agency nor the organiser shall be responsible for incidents of any kind with regard to luggage or for the consequences of such incidents. During the period in which the traveller is lodged at a hotel, the hotel shall be responsible, in accordance with its specific regulations, for any incident related to the traveller"s luggage or belongings.
It is recommended that all passengers be present whenever their luggage is being loaded or handled and that they submit any claims to transport companies or hotels in a timely manner upon observing any deficiency, damage or disappearance in relation to their luggage.
12.7 Special conditions for children
Given the diversity of conditions that may apply to children, depending on their age, the service provider and the travel date, it is always recommendable to enquire about the scope of any special conditions that may exist and that will be subject to specific, detailed information. This shall be indicated in the contract or the travel documents that are delivered to the consumer.
All passengers, regardless of whether they are children or babies, must be included in the reservation, and the exact age of each one must be indicated (one year in the case of babies).
The ages indicated should correspond to the ages the children will be on the date the trip begins.
12.8 Photographs and maps
The photographs and maps that are reproduced in the programmes and on the website are only intended to provide the consumer with additional information. In the event of any type of modification in the establishments, these photos and maps may not be considered false advertising on the part of the organiser or the agency.
12.9 Taxes on lodging
In some countries, there is a tax known as a "tourist tax", which must be paid directly at the establishment.
13. Insurance
Insurance policies may only be purchased at the time the reservation is confirmed.
Once the hotel, flight or tour has been selected, the various available insurance policies will be offered to the client during the confirmation process.
Once confirmed, the insurance may not be modified or cancelled.
Once the insurance is confirmed, it is not refundable. Cancellation insurance allows the user to recover any fees paid for cancelling the reservation, as long as the reasons for such cancellation are covered under the policy.
Assistance and cancellation insurance, in addition to allowing the client to recover the expenses resulting from the cancellation of a reservation, also includes medical coverage and luggage insurance, among other benefits. We recommend that our clients review the insurance coverage they plan to purchase.
14. Claims and limitation of actions
In order to simplify the resolution of claims through civil proceedings and to reduce the consumer"s costs, any possible consumer claims related to non-fulfilment or unsatisfactory fulfilment of the contract must be presented to Onlinetravel in writing, via email addressed to our customer service department at customerservice@onlinetravel.es.
With regard to alternative mechanisms for resolving disputes, in accordance with Directive 2013/11/EU(Alternative Dispute Resolution for Consumer Disputes), using the link below, you can consult the accredited alternative dispute resolution entities with regard to the online dispute resolution platform of EU Regulation 524/2013 of the Parliament and the Council.
See the link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show
The statute of limitations for actions stemming from the rights established in the Directive and in Article 169 of Royal Legislative Decree 1/2007 is two years.
Claims related to non-fulfilment or unsatisfactory fulfilment of the contract must be immediately presented to the agency in writing and submitted via email to our customer service department at customerservice@onlinetravel.es
You may call 91 524 33 66 for 24-hour telephone assistance with regard to travel packages purchased through Onlinetravel.
Updated on September 2, 2021
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