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By and between, Tor Global Travel, S.L.U., with registered office in Madrid, Gran Via St, 22 Dup 5º, 28013, and Tax Identification Number (NIF) B-87500856.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 firstname.lastname@example.org
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
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.
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 exit taxes for various countries and territories.
Airport taxes and fees are subject to modification subsequent to the ticket purchase date. 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. 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 in order to determine the documentation required by law and the authorities for flying to their destination and for procuring such documentation, as well as for fulfilling any specific requirements of the competent government authorities in each case (for example, vaccines), without recourse to any claims whatsoever against OnlineTravel arising from their 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, as OnlineTravel has fulfilled its general informational obligations.
The User declares his or her 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 in the website of Spain?s Ministry of Foreign Affairs at www.maec.es or obtained from the appropriate agency corresponding to the User?s nationality.
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.
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. Citizens of Spain in possession of a valid Spanish e-passport may travel to the United States without a visa under the Visa Waiver Program (VWP) through the Electronic System for Travel Authorisation (ESTA), which includes travel passing through the United States.
Minors under the age of 18 are not permitted to travel unless they are accompanied by an adult. The user is fully and exclusively responsible for booking the flight in compliance with the minimum age requirements. In the event that the reservation fails to comply with these requirements, please be advised that the airline may refuse to allow any non-compliant passengers to board.
Minors up to 14 years of age travelling with parents must be in possession of their Family Record Book in order to fly within the national territory, and their parents must carry proper identification, as well. They will need a national ID for European Community flights (in the Schengen Area) and a passport (and visa if required by the destination country) for international flights and European Community flights not covered under the Schengen Agreement. Minors over the age of 14 must present the same documents as adult passengers. In any case, we recommend consulting the specific airline to verify exactly what documents will be required.
For unaccompanied minors, in addition to the aforementioned documents, the parents or guardians must submit a letter of authorisation and fill out the documents required by the airline for accepting unaccompanied minors. It is recommended to consult the airline regarding its specific requirements.Please be advised that budget airlines (Ryanair, Easyjet, etc.) will not transport minors under the age of 18 without the accompaniment of an adult.
The User is solely responsible for obtaining a boarding pass through the means provided by the various airlines, as well as for choosing the most suitable option in each individual situation.
6. Confirming flight departure times
It is mandatory that the User confirm the flight departure time with the airline at least 24 hours in advance, as airlines may modify departure times at the last minute without sufficient time 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, so it is recommended that the User confirm this information prior to the scheduled departure of the flight.
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.
7.1. 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 transporter 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 transporter 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.
7.2. Claims company
In order to process claims against airlines, Tor Global Travel 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 registered offices 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, and CUSTOMER CARE TECHNOLOGIES S.L. (Populetic) is a Spanish corporation with tax ID number B66546425 and registered offices 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.
For more detailed information on the claim submission process, please consult the company?s website using the above link.
8. Cancellations and refunds
8.1. OnlineTravel considers any reservations that include a booking reference number to be confirmed and therefore definite. Once a reservation is confirmed by the airline, the tickets are issued and the cancellation and modification policies established by the airline become effective. Neither OnlineTravel nor any third-party airline with which subsequent flights have been booked shall be held liable for any costs or damages arising from such cancellations or modifications.
8.2. 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 with the result that the User fails to arrive at the final or layover destination in accordance with the confirmed timelines established in the transport contract, or if such action results in the loss of 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 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.
8.3. 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 with 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 toll-free at 00 800 67 89 10 11 or via email at email@example.com.
8.4. Among the tickets offered by OnlineTravel, some 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.
8.5. Reservations made with budget airlines: Although OnlineTravel is available for inquiries, any cancellations related to these tickets must be made directly by the User. In the event of changes or cancellations initiated by the airline, the airline shall be solely responsible for these, as OnlineTravel merely acts in its capacity as broker for this type of reservation.
9. Modifications requested by the User
9.1. 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. OnlineTravel 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 OnlineTravel cannot implement special requests, changes or cancellations in the tickets issued by the these airlines.
9.2. In order to process a change or cancellation, OnlineTravel 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).
9.3. The data entered when confirming a purchase (personal information, selected flights, etc.) must be correct, as any subsequent modification may entail loss of the original airfare paid, plus any penalties imposed by the airlines and OnlineTravel's handling fees in the amount of TWENTY euros (?20) per passenger, as a consequence of issuing new tickets. If the reservation contains errors due to the User having provided incorrect data, the User must contact OnlineTravel as soon as possible in order to make the necessary arrangements with the airline and minimise any possible fees.
10. Modifications made by the airlines
OnlineTravel shall not be held liable for any flight changes or cancellations made by the airlines subsequent to confirmation and acquisition of the ticket.
Any schedule change, cancellation or modification of the contracted flight is the responsibility of the airline acting as the User?s transporter.
Whenever the airline notifies us sufficiently in advance, OnlineTravel will notify the User via email at the address he or she provided when making the reservation. It is important for the User to check his or her email carefully and to fulfil the obligation of confirming the flight 24 hours prior to the scheduled departure.
11. Cancellation insurance
OnlineTravel 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. OnlineTravel recommends purchasing this insurance, which becomes effective the moment the reservation is confirmed. OnlineTravel recommends reviewing the General Terms and Conditions of the policy, as well as any possible exclusions, prior to purchasing the insurance.
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 OnlineTravel 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 transporter 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 transporter may not contest any claims for indemnification of damages up to a maximum amount of SDR 100,000. 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 their own or that the damages resulted solely from the negligence or other undue action or omission of a third party.
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. 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 damages. Liability in the case of delayed luggage shall be limited to SDR 1,000.
14.4. 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-in 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.
14.5. 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.
14.6. Liability of the airline with which the service was contracted and the airline responsible for providing it
If the airline responsible for carrying out 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 and code of an airline, this is the contracting airline.
14.7. 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.
14.8. 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. This notice, which is required under European Community (EC) Regulation 889/2002, may not be used as grounds for a claim for damages or for purposes of interpreting the provisions of the Regulation or the Montreal Convention.
14.9. Passenger rights in the event that boarding is denied or a flight is severely delayed or cancelled
Article 5 of EC Regulation 261/2004 establishes that if a passenger is denied boarding or the flight is cancelled, the airline responsible for carrying out 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:
1. Passengers flying out of an airport located within the territory of an EU member state subject to the provisions of the Treaty
2. 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 airline responsible for carrying out the flight in question is a European Community transporter.
14.10. 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, including 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 outside of the Community between 1,500 and 3,000 kilometres, 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) or an alternative means of transport to the final destination, and 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, in addition to providing means of communication.
14.11. Cancellation of flights
In the event that a flight is suspended, the airline responsible for carrying out 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) or an alternative means of transport to the final destination, and 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, in addition to providing 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.
14.12. 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 means of communication.When the anticipated delay is 5 hours or more, the airline must also offer the User a refund of the amount of the ticket (along with a free return ticket to the original point of departure, if applicable).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 transporter?s liability shall apply to its agents, representatives and employees, as well as any other individual or entity whose aircraft is used by the transporter for transport and 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 transporter that does not have the authority to modify or renounce them.
OnlineTravel 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 OnlineTravel 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, OnlineTravel 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. OnlineTravel shall not be held liable for the User?s failure to comply with this precaution.
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 OnlineTravel as to the minimum connection time and that he or she always allow a sufficiently prudent margin between flights.
OnlineTravel 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 OnlineTravel.
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. OnlineTravel shall inform the User of these stops whenever the airline has provided this information. In no event shall OnlineTravel 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. Responsibilities of OnlineTravel
OnlineTravel, as the legal owner of this Website, offers various air transport services to the User, acting in the name and on behalf of the air transporters. In no event shall the operation of this Website be construed as a means of direct sales in the name of these services, as OnlineTravel acts solely as a broker in all cases.Low-cost or budget airlines directly process the tickets they issue.
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 Madrid, Calle Gran Vía 22 Dcdo 5º 28013, 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.
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.
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.
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
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.
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.
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.
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.
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