Terms and Conditions of My ID Rewards travel booking website

The travel booking website utilised by My ID Rewards belongs to HOTELOPIA, S.L.U. (hereinafter referred to as “Hotelopia”), a legally constituted Spanish company, which operates as a wholesale-retail travel agency. Hotelopia is based in Palma de Mallorca 07007 (Spain), Complex Mirall Balears, Camí de Son Fangos, 100; Torre A, 5na planta, with licence number BAL-481 M/D, granted by the Department of Tourism of the Regional Government of Balearic Islands (Spain), tax identification code (C.I.F.) B-57218356 and registered in the Mercantile Register of Palma de Majorca (page PM-44857, volume 2007, folio 148).

The content of the Hotelopia website is directed solely at consumers who book the product through Hotelopia (hereinafter referred as “you” or “your”). Access to the Hotelopia website is strictly controlled by Hotelopia.

You are given the ability to obtain information on transfers, ticket and excursion services, hotels, apartments, and other accommodations and make reservations, subject to the acceptance of the General Terms and Conditions displayed on the website, in accordance to the prices, rates and conditions of cancellation displayed at the moment of booking. The website will guide you through the booking procedure.

Any booking that you make through this website is conditional on you accepting these General Terms and Conditions, as well as the Legal Notice, Cookies policy and Privacy Policy from Hotelopia. The Legal Notice, Cookies policy and the Privacy Policy form an integral part of our website and cannot be separated from the general contracting conditions. By visiting, using or ordering from the Hotelopia website, you expressly consent and agree to be bound by the Terms and all applicable laws and regulations that govern this website and your booking.

If you do not agree to be bound by the Terms, you must not proceed with your booking.

Hotelopia acts as an independent agent only in respect of all bookings that we make or other services provided. Hotelopia accepts no liability in relation to any contract you enter into or for any accommodation that you book at a certain price, up to when the booking has been confirmed and payment is received by Hotelopia (see the section ‘Payments details’).

If you have an urgent query, please contact our Customer Services Centre.

You can also contact Hotelopia by calling the following phone number 0800 1441 FREE 414 and / or by fax 971469228, and / or by sending an email to headoffice@hotelopia.com.

The telephone numbers are given on the website and in your booking confirmation voucher. You can also use the contact form provided on the website.

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1. Modification of Website and General Terms and Conditions

1.1 Website Modification and General Terms and Conditions
Hotelopia may make improvements or changes to the information, elements, data, services, and other materials on this website, or terminate this website, at any time without notice.

Likewise, Hotelopia may change the General Terms and Conditions at any time and said change shall be effective from the moment it is published on the website. As a consequence, any subsequent access to and use of this website implies your approval of the new General Terms and Conditions. Nevertheless, the General Terms and Conditions will apply to you as of the date of the booking confirmation.

Hotelopia may suspend access to this website, due to maintenance works, net security reasons or Act of God, with no obligation to reimburse or compensate you for the period in which access was suspended.

1.2. Access to and browsing of our Website

On this website you can control the size of the text, colours and design of the page, depending on the features your browser has.

To browse this website once you’ve left the home page, use the menu at the top of each page.

You can change the font size of this document through your browser, according to your preferences, as follows:

(a) In Internet Explorer, select View, and then text size, and then your preferred size; or

(b) If you are using an alternative browser, check the browser’s specific instructions.

You can import your own page design on this website by following these steps:

(a) In Internet Explorer, select Tools, then Internet Options and then accessibility. Then click on any or all of the three verification boxes to ignore colours, font styles or font sizes. In the same window you can change the page design by marking the box that says, “format document using my page design”, then simply go to your page design and click Accept;

Or

(b) If you’re using an alternative browser, check the browser’s specific instructions.

We’ve analysed this website thoroughly and we are always prepared to improve our accessibility tools. We would like to know if you’ve found this website accessible or if you’ve had any problems. Please send an email to Headoffice@hotelopia.com with your question or comment, or call 0871 711 9494.

We will do everything reasonably possible to ensure that our website is free of viruses, however, due to the very nature of the Internet and viruses and other similar malicious codes, we cannot and do not guarantee that this will be the case. Please take care and remember that it is your responsibility to protect your computer, tablet or mobile device against viruses. Make sure that you log out on shared computers after using them. It is always advisable to run an antivirus scan on all content and materials downloaded from the Internet in general and from the website in particular.
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2. How to Book and Contract Service via the Hotelopia Website

Contracting Procedure

The contracting of services via this website shall be undertaken using the following procedure: Select your destination and dates, along with the accommodation provider or transfer or ticket and excursion services of your choice. Check your destination and dates before continuing with your booking.

You can make a booking in the following ways:

  1. Contact our Customer Service Center on the following telephone number 0871 711 9494 and / or fax number 971 469 228, or by email Headoffice@hotelopia.com.
  2. When you can, follow the booking procedure step by step. The steps to follow are:

During the booking process, Hotelopia will request personal data such as your name, surname or credit card details. All of the data collected will be treated in accordance with the Hotelopia Privacy Policy. Such data will be handled under the strict adherence to the Organic Law 15/1999, 13th December for the Protection of Personal Dataand / or any legislation that implements, adds, or replaces the “Regulation for the Protection of Personal Data” (RPDP) and will be used to facilitate and enable the recruitment and booking of specific services that your request entail. Please make sure that the details entered are correct.

In addition, you will be asked to provide information necessary to carry out payment, which will have to be made by credit card through a payment gateway specifically established for this purpose. Payment transactions on the Hotelopia website are encrypted by a secure payment system endorsed by some of the world’s leading banks and our site is verified by Thawte. For further information, please see the ‘Payment Details’ section.

You give your consent by clicking on the ‘Book’ button at foot of the page on which you are requested to provide payment details. Such confirmation will be sent electronically to Hotelopia, S.L.U., who shall be in charge of storage and conservation to guarantee the process. Confirmation of the purchase by a service provider implies, in any case, the binding of a contract and the undertaking by you to pay the established amounts. Once you have given your consent, a page will open confirming the purchase and you will receive an e-mail containing information in this regard.
If you make any mistakes when entering your details during the booking process, you can identify and correct them before you send the booking form, but if you have already sent the booking form, please send an email to Headoffice@hotelopia.com or call 0871 711 9494. Please note: it is important that you check the information you have entered and correct any errors before confirming your booking.

No Handwritten Signatures

Given the nature of online transactions, you hereby acknowledge the impossibility of signing the letter of payment, understood as the document by means of which consent is normally given to a transaction. For this reason, you accept not to sign any electronic transaction generated as a result of booking via the Hotelopia website.

The person who fills in the booking form on the website must be authorised to do so in the name of all the members of the group travelling together and must confirm that all members accept the booking conditions. Furthermore, this person shall be responsible for the total cost of the reservation, including cancellation or amendment charges, and shall inform the other members of the group of the confirmation details and other pertinent details relating to the booking.

After proceeding to the product reservation via the website, Hotelopia will then confirm it by email and provide a service voucher. You must print and present this voucher when you arrive at the establishment where the service(s) is/are offered, or when it/they commence(s).

If Hotelopia has reasonable grounds to suspect that the booking is actually fraudulent, it may cancel it automatically and send a notification email to the email address provided by the customer at the time of booking.

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3. Legal Age and Responsibility

You guarantee that you are of legal age and have full legal capacity and sufficient authorisation to enter into this agreement and the capacity to enter into contracts. In order to confirm your booking, you must have authorisation from all the people named on the booking, in addition to the corresponding parental authorisation for under 18s included therein. When making the booking, confirm that all the people named in such accept these terms and conditions, and that you will be responsible for informing all the people named on the booking of the details of the confirmation and any other relevant information. Making the corresponding booking makes you responsible for any payment corresponding thereto.

You hereby guarantee that all the personal information provided in the process of reservation and registering for the service is correct. Likewise, you accept the financial responsibility for all transactions made in your name or via your bank account.

By accepting the General Terms and Conditions, and pursuant to Directive 2000/31/EC on particular legal aspects of Information Society services and Electronic Commerce, you consent and authorise Hotelopia to request from the contracted service providers any personal information relating to you or your group. Such information shall be treated in compliance with European Directives 95/46 and 2002/58, as well as any other such legislation that substitutes, complements or elaborates the PDPR, and will be used to process bookings and payments made at your request.

Thus, personal information shall be understood to include, but not be limited to: any telephone numbers, fax numbers, e-mail addresses, addresses of residences, signatures, ID or passport copies, credit card details, personal preferences, disabilities, or any special dietary or religious requirements or any other personal information related to you or your group that may be relevant for the completion of your reservation.

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4. Included in the reservation

The price of the basic accommodation that you will pay to Hotelopia when you confirm your booking includes:

  • The total cost of accommodation and meals, including all services specified on the booking confirmation voucher.
  • All taxes and mandatory accommodation service fees that Hotelopia has to charge by law. They exclude the rates and applicable charges from the resorts, those that have been established in their specific conditions and are sepearate from ours, and also, as well as any tax required to be paid on arrival, by yourself, such as: tourist tax, environmental tax, etc, as detailed in Sections 5 and 21 of these Conditions.
  • VAT on all holidays in EU countries.

The price of the transfer that you will pay to Hotelopia when you confirm your booking includes:

  • Any services as stated on your services voucher.
  • All obligatory transfer service charges and taxes.
  • VAT on all holidays in EU countries.

The price of the ticket and excursion you will pay to confirm your reservation with Hotelopia includes:

  • All the services specified in the service voucher.
  • Value Added Tax in EU countries.

The published prices on our website are in the local currency corresponding to the market and language selected by you. Regarding the exchange rate, it will be as established in Section 18 of these conditions.

The published prices on our website include the total price of the contracted service, including the previously mentioned items, which will be broken down in your booking voucher. The expenses or costs that are not included are shown in the following section.

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5. Not Included in the reservation

The price of the basic accommodation does not include:

  • Additional charges for rooms, meals or under-occupancy in apartments that are not stated to be included in your booking.
  • Charges that hotels or apartments may charge for facilities such as, cribs, minibus services, sunbeds, sauna, tennis courts and equipment, concierge, etc.
  • Deposits requested on arrival at the accommodation.
  • Current USA Resort Fees: Certain fees that cannot be included by Hotelopia in the price of the booking apply in some USA Resorts. In case that you are staying in a USA Resort, please refer to the ‘Hotel Info’ section in order to get further information concerning this question.
  • Certain countries have a local tax, known as ‘occupation tax’ or ‘tourist tax’, which must be paid directly by the end user at the accommodation provider or at the airport. The Russian tourist tax must be paid by the end user at the first hotel that they stay at in the country.

The referred to costs, if any, should be paid by you to the corresponding third party (the establishment, airport etc.).

Before confirming your booking and in the case that the associated costs accrue any of these additional costs, you will be informed in advance of their existence and, if possible, the amount or how it can be calculated, and the date of accrual and who should be paid, subject to the disclaimer provided below.

Disclaimer: Hotelopia will provide the referred to information as published on the Website as of the date you make the reservation. Nevertheless, Hotelopia is not responsible for any errors, inaccuracies or variations in the costs involved in the booking, which may occur during or after the booking is confirmed, through no fault of Hotelopia, such as: legislative changes, change in the exchange rates, erroneous information provided by the establishment, changes not notified to Hotelopia, etc, as well as any unforeseeable circumstances, shall be exempt from liability, arising from such errors or inaccuracies in the information provided.

The transfer price does not include:

  • Any service that is not specified in the booking confirmation.
  • Special equipment such as sporting equipment (golf clubs, skis, windsurf boards, etc.) and electric wheelchairs, of which will be subject to a surcharge.

Before confirming your reservation, provided that you have indicated in your booking application the presence of special baggage, you will be informed of the charge and its amount, the date of accrual and whom to pay, subject to the disclaimer provided below.

Disclaimer: Hotelopia will provide the referred to information as published on the Website as of the date you make the reservation. Nevertheless, Hotelopia is not responsible for any errors, inaccuracies or variations in the costs involved in the booking, which may occur during or after the booking is confirmed, through no fault of Hotelopia, such as: legislative changes, change in the exchange rates, erroneous information provided by the establishment, changes not notified to Hotelopia, etc, as well as any unforeseeable circumstances, shall be exempt from liability, arising from such errors or inaccuracies.

The price of the ticket and excursion service does not include:

  • Any service not specified on the reservation confirmation.

 

Children

Child prices and other conditions relating to children are agreed upon with each accommodation provider and are not based on any one criterion; therefore, given that each accommodation provider applies its own special conditions and prices, we ask that you inquire about this point when making your booking.

Regarding Accommodation Services

Special prices and discounts will always apply for children sharing a room with two paying adults.

COTS: Due to the limited stock of cots that the establishments may have available, please advise us at the time of booking if you require a cot. If an additional cost is applicable, this might be paid by you direct to the accommodation provider.

Third Person:

The majority of establishments consider the booking of a third person as a reservation for an extra bed in the two-person room. This extra bed is provided at an extra cost included in the final price.

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6. Transfers

The following conditions will apply to customers who buy transfer services through Hotelopia.

Hotelopia agrees to transport passengers and their luggage on the trip in accordance with the services booked through Hotelopia. This service is subject to these special transport conditions and any other condition applicable to the reserved services, whether they are of a special or general nature.

Hotelopia is not obliged to transport children under 14 years of age unless the child is accompanied by a parent or legal guardian who is at least 18 years old. In some destinations a fee may be applied for children under 2 years of age occupying a seat, whilst in other destinations they may travel free of charge if accompanied by a full paying passenger of least 16 years of age. A reservation is required for each child over 2 years of age.

The service can only be used by the person(s) identified in the booking or by the person who made the purchase, and are non-transferable to another person. To confirm a reservation, you should have the authorisation of all persons named in the reservation and will be responsible for verifying that all of the travellers named accept the booking conditions, furthermore making the reservation renders you responsible for any corresponding payments, including any possible cancellation or modification fees. You will be also responsible for informing all of the persons named in the reservation on the details of the confirmation and any other pertinent information.

Reservations. The reservation of transfer services must be made with a minimum of 48 hours prior to departure time, unless the service provider or destination requires a greater amount of time.

The booking is conditional upon your confirmation, as indicated below.

The booking confirmation shall be processed through the Hotelopia website. Once the transfer booking is complete, the screen will display a voucher with a reference number. This voucher must be printed and presented as proof of the booking.

Voucher: The voucher will contain all the information needed to locate the departure point of the transport. The voucher will also show a contact phone number to verify the reservation and obtain information on possible contingencies.

Hotelopia advises users to request the confirmation of a transfer service 24 hours prior to the time that the service is to be provided. Transfers are not guaranteed if a confirmation is not previously requested or whether it is not available.

You must carry the voucher at all times during the transfer service and are required to show it for inspection on request, furthermore you are to maintain the voucher in good condition.

Lost vouchers. HOTELOPIA is not obliged to replace a voucher if it has been lost, forgotten or stolen; the user may be demanded to purchase a new voucher to obtain the service.

Ripped or damaged vouchers. If the voucher is ripped or damaged it will be rendered invalid, and if you travel with it, it will be understood that you have travelled without a voucher. Passengers can access their reservation at any time through the Hotelopia website, where they can send the voucher to their email address or it could be directly printed off.

When using a transfer, you shall be responsible to make sure that you are using the right service to reach your destination as it has been contracted.

Luggage. Each passenger is allowed to carry one suitcase and one unit of hand luggage. Any excess luggage must be declared during the booking process. Hotelopia reserves the right to apply a charge for excess baggage, which will be indicated prior to the booking confirmation.

Hotelopia shall be informed when objects such as sports equipment (golf clubs, skis, windsurf boards, etc.) or electric wheelchairs are carried, of which will be subject to a surcharge. Hotelopia may impose a surcharge on a discretionary basis in function of the service provider and destination requirements. This additional fee must be paid before departure. Otherwise, Hotelopia can refuse to transport bulk items.

Both excess luggage as well as the transport of special items should be adequately reported in the “Comments to the transportation provider” option that can be accessed during the booking process.

Luggage must be clearly labeled with the names of the passengers and the destination address.

It is understood that you will carry all your luggage and personal belongings, regardless of where they are deposited inside the vehicle, and that the luggage and personal belongings are transported under your own responsibility. Hotelopia recommends that you are present during the handling, loading and unloading of your luggage.

Hotelopia reserves the right (and delegates this right in the drivers and designated agents) to refuse to transport anyone who they believe is under the influence of alcohol or illegal substances and/or whose conduct is a threat to the driver, vehicle or other passengers. Under such circumstances, Hotelopia reserves the right to not provide a refund and to not provide an alternative transfer service.

Passengers are not allowed to consume alcohol in any of the means of transport. The only exception to this is in the case where it has been agreed in writing between Hotelopia and passengers who contract a limousine. In these cases, the consumption of a reasonable amount of alcohol is permitted. No smoking is allowed, unless the driver has given permission to do so.

You shall be liable for any damage caused in the course of irregular offensive behavior or vandalism.

Hotelopia recommends you to arrive to the departure point of the transport service with a minimum of 10 minutes before of the scheduled time of departure.

If you arrive after the scheduled time of departure, Hotelopia is authorised to give the seat to another passenger, in which case you are deemed to have lost your transfer. Hotelopia is not responsible for late arrivals to the departure point of the transport service, and will not be obliged to delay the service, nor to provide an additional transfer service.

All transfers will be held on the date specified on the voucher and sufficient time should be taken to make a successful connection with the airport service schedule or other means of transport provided by each carrier.

Airline companies suggest that you are at the airport at least 2 hours prior to the scheduled departure time.

If you miss your flight or if it is delayed, and in the case that you contracted travel insurance, Hotelopia can provide you with documentation that may be required to inform your insurance company in order to cover the costs of a new transfer. Other costs will be at your own charge.

Despite what is stated in the preceding paragraph, transfers from the airport can be automatically delayed if the flight is delayed.

You assume your obligation to comply with the specific regulations established by the service provider during the course of the transfer.

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7. Ticket and excursion service

The following conditions will be applied to those clients who reserve tickets and/or excursions through Hotelopia. Hotelopia agrees to offer the client the ticket and/or excursion according to the services purchased through our website.

This service will be subject to these conditions and any other condition applicable to the services reserved, whether they be particular or general. Hotelopia is not obliged to offer services to children under 14 years of age, unless they are accompanied by a guardian who is 18 years of age or older. Some destinations may apply a tariff for children under the age of 2, while others may enjoy the service at no cost if they are accompanied by a full-paying passenger of 16 years of age or older. Reservations must be made for children over the age of 2.

The service purchased may only be enjoyed by the person(s) named on the reservation, or by the person for whom it has been made, and may not be transferred to another person for use. The person who completes the reservation form on the website must possess the authority granted to him or her by the other members of the party. He or she must confirm that the person(s) listed on the aforementioned form accept the conditions of the reservation and assume responsibility for the full cost of the service, which may include cancellation or modification charges. He/She will inform the other members of the party about the confirmation details and any remaining pertinent information.

Reservations. Reservations for tickets must be made within the minimum notice period established by the supplier of the services purchased.

The confirmation of the reservation will be sent from the Hotelopia website. Once the reservation is completed, a voucher with a reference number will appear on the screen. The voucher must be printed and presented as proof of the reservation.

Voucher: The voucher will include all the details necessary to find the location of the establishment that provides the service, or the meeting point where the excursion starts. The voucher will also display a contact telephone number to check the reservation and obtain information about possible contingency. You must keep the voucher about your person at all times during the period of the service purchased, keep it in good condition and have it available for inspection when required to do so.

Lost Vouchers. HOTELOPIA will not be required to replace the voucher if it is lost, forgotten or stolen. In this case, vouchers must be re-purchased in order for the service to be enjoyed.

Damaged or modified vouchers. If the voucher is damaged or modified it will be considered as void. The client can access his/her reservation at all times via the Hotelopia website to resend the voucher to his/her email inbox or even print it on command.

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8. Payment details

At the time of your booking, the full quoted amount will be deducted from your credit or debit card. Payment transactions on the Hotelopia website are encrypted by a secure payment system endorsed by some of the world’s leading banks and our site is verified by Thawte.

This technically secure environment ensures that credit card details cannot be intercepted and are not revealed to anyone other than to financial institutions required to process payment instructions from the customer.

Our payment system currently accepts the following payment methods:

  • Visa
  • Visa Electron
  • Master Card
  • Amex
  • Diners Club Card
  • PayPal (only verified accounts)

In order to confirm the payment, a signed authorization from the cardholder may be needed, as stated in paragraph number two of the General Conditions.

As regards invoicing, if you should request an invoice, you agree to receive an electronic invoice, which you will receive via email in PDF format. Notwithstanding the foregoing, you can revoke this consent by contacting the Customer Service Centre.

For any queries that you may have, please contact our Customer Services Centre.

The telephone numbers are given on the website and in your booking confirmation voucher. You can also use the contact form provided.

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9. Modification or Cancellation of accommodation reservations

Modifications

You can contact the Customer Services Centre regarding any modification.

Any changes, including, by way of example but not limited to, partial cancellations, rectifications or a reduction in the number of nights, shall be subject to an administration fee of 5 GBP per change made. In some cases, the change may imply cancellation fees on the part of our provider, of which you will be informed prior to confirming your booking. In these cases the applicable cancellation fee will be charged instead of the administration fee.

All urgent modifications (bookings within 72 hours prior to arrival) should be processed by telephone through our Customer Services Centre.

For non-urgent modification (more than 72 hours before arrival), please contact our Customer Services Centre.

The telephone numbers are given on the website and in your booking confirmation voucher. You can also use the contact form provided.

Cancellations

You may cancel your reservation at any time on the website. During the booking process, you will be notified of the cancellation fees that apply to your reservation, as well as the period for them to be applicable.

In the case of confirming a booking, you thereby accept the applicable costs regarding the aforementioned concepts.

If a booking of services through Hotelopia is withdrawn, you will be entitled to a refund of the amount of what was paid, deducting from this any amounts accrued from the expenses of cancellation. The sum of cancellation fees varies according to destination, date, provider, and the cancellation period.

Upon confirming the booking, you will be informed of the various costs, in accordance with the required notification date for cancellations. Please note that cancellation deadlines are based on the time and date of the destination where your hotel stay is booked, and not on the time and date of the country where the reservation was made. Cancellation is not permitted through the website on the day of arrival, and therefore any such cancellation should be done by contacting Hotelopia. Cancellation charges are dependent upon the policy of the hotel and can reach up to 100% of the total price.

If for exceptional reasons the cancellation cannot be made via the Hotelopia website, your letter of cancellation must be sent in writing to Hotelopia detailing the destination and reservation number. Hotelopia shall send acknowledgement of receipt and inform of all the charges, if any, which may be applicable. You shall be responsible for obtaining such confirmation and/or acknowledgment of the cancellation of the reservation.

You must cancel your booking through Hotelopia in all cases; you are not allowed to cancel your booking directly through the accommodation provider.

If you decide to leave the accommodation before the reserved departure date, then you should address any claim for a refund of any unused nights to Hotelopia within twenty days following the effective date of departure, together with written confirmation from the accommodation provider of the time and date of your departure.

During peak occupation periods, the accommodation provider may charge the full amount of the original reservation.

Reservations made via Hotelopia may be cancelled by either party with no penalty whatsoever in the event of Act of God, such as, without restriction, war, revolution, acts of terrorism, closure of borders, epidemics, catastrophes or other causes that seriously affect the various destinations and in particular the place where the accommodation provider is located.

In the event that Hotelopia, at its own discretion, considers that a booking has been made fraudulently using a certain credit/debit card, the booking shall be cancelled by Hotelopia.

IMPORTANT

  • Throughout the year, some accommodation providers may change name or trading name, which shall not be construed as a change of accommodation or modification/amendment of the reservation.
  • Any accommodation ratings and/or categories have been provided by the accommodation providers and are in accordance with local regulations applicable to each country. Therefore, accommodation in one country may not be similar in terms of services and quality to accommodation in another, despite stating that it is of the same category or rating.
  • The information provided by Hotelopia about tickets and excursions, hotels, and transfers is as updated as possible to the information provided by the establishment or supplier of the service purchased. If typographical errors on prices and booking conditions are detected, you will be contacted and informed about it. In that case, you will be able to cancel your booking without any cost, and no erroneous pricing will take effect.
  • Hotelopia will advise you of any information supplied by the accommodation provider regarding the existence and duration of any refurbishment or renovation works within the accommodation. Hotelopia will not accept any claim from you regarding refurbishment or renovation work of which Hotelopia has not been advised or which extends beyond the planned date of conclusion.
  • Inexistence of the legal right to withdraw: By applying the exceptions referred to in Article 103 of the Revised Text of the General Law for the Defence of Consumers and Users, approved by Royal Legislative Decree 1/2007, 16 November, you will not have the legal right to withdraw or cancel the services purchased on this website, regardless of the cancellation policy included in these conditions.

Failure to Honour Booking (No Show)

If you do not show up at the accommodation on the arrival date stated on your booking voucher and a cancellation had not been previously made, you or any member of your party will not be entitled to any refund.

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10. Modification and cancellation of transfer services or the ticket and excursion service

Modifications

All modifications are subject to availability and an increase in the price or administrative costs will affect the cardholder who provided their details during the booking process.

For any modifications, you can directly contact the Customer Services Centre.

No changes or alterations will be permitted less than 24 hours before the anticipated service time, unless the service provider requires a longer notice period.

The departure and destination addresses indicated on the voucher are where you will be collected and dropped off respectively. Hotelopia also reserves the right to not provide a service if the requested transfer differs greatly from the service originally booked.

No modification or alteration shall be permitted with less than 24 hours before the scheduled departure time of the transfer, unless the service provider or destination allow for a greater amount of time.

Cancellations

You will be allowed to cancel the (transfer) services contracted through the Hotelopia website. Cancellations must be made at least 24 hours in advance of the scheduled time for the (transfer) contracted service, unless the service provider or destination requires an earlier notice, in which case you will be informed prior to the booking confirmation.

If you cancel your reservation prior to your arrival date, you will be charged the cancellation fees, of which you will be informed prior to the booking confirmation. Hotelopia will refund the total amount paid, minus the cancellation fee incurred with respect to the provider (transfer) service within 10 working days of the cancellation notification. You will not recieve any kind of refund if the cancellation occurs with less than 24 hours until the scheduled transfer, or less than the notice required by the service provider.

Failure to honour booking

Your absense / failure to show up, without prior notice, will be treated as a cancellation made with less than 24 hours notice, as stated above. Therefore, we will not refund any amount for the absence in the above terms. Hotelopia will inform you of the cancellation fee generated to pay, which can be up to 100% of the amount of the booking.

Important

Inexistence of the legal right to withdraw regarding tickets and tours: By applying the exceptions referred to in Article 103 of the Revised Text of the General Law for the Defence of Consumers and Users, approved by Royal Legislative Decree 1/2007, November 16, you don’t have the legal right to withdraw, as stated in this Law, when purchasing from the tickets service, subject to the cancellation policy included in these conditions.

There is also no legal right to withdraw regarding the transfers, by the nature of the service as a passenger transport contract, subject to the cancellation policy contained in these conditions.

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11. Promotions and discount codes

Discount Code

A discount code is the right to a discount for a specific period of time and under certain conditions established by Hotelopia.

How to use a Discount Code?

A discount code may only be used on a Hotelopia web page. A promotional discount code may be used on the Hotelopia website, upon request through the reservation process; the code will have to be entered when you make your booking.

A promotional code may be used once only and for one booking only. Discount codes are not to be used together with other promotions.

A discount code may not be used for bookings made at a previous stage.

A discount code can only be used for the online payment method.

Any balance remaining following the use of a promotional code, may not be transferred or drawn.

What happens if I cancel or change a Discounted Booking?

If you cancel or choose not to use a discounted booking then you are not entitled to a refund of the Discount or any reinstatement of the Promotion.

If you change a discounted booking then you will not be entitled to a refund of the Discount or reinstatement of the Promotion but if the booking is maintained and is changed only by adding product(s) then the value of the Discount is retained.

Can Hotelopia Cancel or Refuse to Redeem a Discount Code?

Hotelopia may at any time cancel, withdraw or refuse to redeem a discount code if Hotelopia reasonably believes that a code is being used unlawfully or illegally. You agree that you will have no claim against us in respect of any such cancellation or rejection.

Should Hotelopia not apply the use of a promotional code as part of a booking, for whatever reason, Hotelopia shall inform of the correct cost of the booking before charging the payment to give you the opportunity to confirm the booking and accept the terms.

Limitation of Liability

In the event that Hotelopia cancel, remove, do not apply or refuse the use of a promotion, in no case are Hotelopia liable for losses or damages, whether direct or indirect of any kind, including lost profits and the like.

The rest of the conditions stated above for discount codes also apply to promotions, when appropriate.

Promotion

A promotion is the right to a discount or special rate for the booking of a reservation at a hotel during a specified period of time (the period in which the promotion is valid), according to certain conditions. It may also be a reference to a promotional code or discount code.
In the event that Hotelopia cancel, remove, do not apply or refuse the use of a promotion, in no case are Hotelopia liable for losses or damages, whether direct or indirect of any kind, including lost profits and the like.

The rest of the conditions stated above for discount codes also apply to promotions, when appropriate.

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12. Before you travel

Hotelopia is not liable for damages or losses that may result from travel to any particular destination. It is your responsibility to be conveniently informed about the conditions and risks involved when travelling to certain destinations.

It is your responsibility to ensure you have the relevant travel and health documents before departure for the country you are visiting, which shall include, but is not limited to, any inoculations that may be required, ID documents, passport and visas. Hotelopia shall not be liable for any expense incurred resulting from your missing, incomplete or incorrect documentation or any non-compliance with requirements.

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13. Insurance

You are strongly advised to contract adequate travel insurance prior to arriving to your destination, which should cover, amongst other things, personal losses and all medical and material costs in the event of an accident or illness during the trip.

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14. Act of god

Hotelopia will not be liable for any changes or cancellations effected on your booking, or for any loss or damage suffered by you arising from any failure by the accommodation providers and/or Hotelopia to properly perform any of our respective obligations to you, if the non-performance is caused by events classified as Act of God. By way of example, Act of God includes, but is not limited to, war, revolutions, acts of terrorism, closure of borders, epidemics, natural catastrophes or other causes that seriously affect both parties, as well as other unforeseeable causes beyond Hotelopia’s control.

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15. Complaints related to the accommodation

In the unlikely event that you have reason to complain or experience any problems with your accommodation, please inform the accommodation reception staff or management immediately, to enable them to take appropriate action.

Should you not be satisfied with the solutions offered, please contact Hotelopia Customer Services Centre by calling the telephone number listed on the website, or by filling out the form therein, accessible on the website menu.

Hotelopia is not held responsible for any damage or related matter to do with actions, omissions or negligence on the part of any provider or third party.

Hotelopia complaints forms are available on request to all clients. To request a complaints form please mail headoffice@hotelopia.com.

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16. Exemption of responsability for transfer services and ticket and excursion services

HOTELOPIA will take reasonable measures to ensure that vehicles arrive in time to complete the term for which they have been hired, and that they reach their destination on time. The vehicles are fully insured with respect to both passenger and third party claims according to the specific legislation in force.

If for any reason Hotelopia does not take you to the confirmed destination, you will be provided with an appropriate means of transportation such as another coach, private car, taxi, etc. Any reimbursement made by Hotelopia with respect to the costs of using alternative transportation incurred to arrive to the address indicated on the voucher, in no case will exceed the cost of reaching the destination by the alternative means of transport.

HOTELOPIA is exempt from liability for any failure or delay of the service purchased as well as a breach of contract when it is due to circumstances beyond the reasonable control of Hotelopia. The following circumstances will be considered, without restrictions, as circumstances beyond the reasonable control required: war or threat of war, accidents causing delays on the route of the service, exceptionally severe weather, fire and/or damage to the station/terminal, compliance with the requirements of law enforcement, customs or other official security services under the competent authority, deaths and accidents on the road, vandalism and terrorism, unforeseen traffic jams, mass meetings and strikes, lockouts, riots or local tensions, problems caused by other customers, bankruptcy, insolvency or business closure of the transport company used by Hotelopia and other circumstances that affect your safety.

The maximum amount of Hotelopia’s liability to you and/or other passenger/s for any reasonable and unforeseeable loss, injury or impairment that may be suffered or you may incur as a result of a failure on behalf of Hotelopia, a breach of contract, or any act or omission or negligence of any employee of Hotelopia, is limited to the price paid of the booked service.

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17. Complete booking/ Modification/ Independent booking

These General Conditions contain some exclusions and limitations of liability. If any of these conditions is invalid or unenforceable, the remaining conditions will remain valid. Any invalid or unenforceable condition will be deemed superseded by a valid and applicable condition that conveys the same meaning. You agree that your use of this website will not imply any partnership, franchise, employment or agency relationship between you and Hotelopia.

All legal notices, the Cookies Policy and the privacy policy are important parts that cannot be separated from the General Terms and Conditions of contracting.

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18. Currency Conversion

Currency rates are based on various publicly available sources and are not updated daily; as such, they cannot be guaranteed as completely accurate and should be used as guidelines only. Actual rates may vary and you may wish to verify these with a qualified professional.

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19. Lowest Rate Guarantee in Hotelopia accommodation establishments

At Hotelopia, we are confident in our offering of the best and most competitive rates, and to this end, should you find a better rate with the same accommodations provider, on the same date and location, we guarantee a refund of the difference. To apply this guarantee, you should follow the Lowest Rate Guarantee conditions.

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20. Warning. USA Travel Restrictions to Cuba

Citizens and residents of the United States travelling to Cuba are subject to the laws of the United States pertaining to the U.S. embargo of Cuba and require a license from the United States Government. No refunds will be made or liability incurred with respect to any travel arrangements made by citizens or residents of the United States without required licenses.

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21. Fees or surchages

Fees or surcharges applied by Resorts

Some Resorts require the payment of fees or charges that Hotelopia is unable to include in the price. If you should choose a Resort, you can find information in this respect in the “Particular terms and conditions of the establishment”.

Other Fees

Some countries may require other taxes to be paid by you on arrival at the accommodation establishment and/or airport. The Russian tourist fee should be paid directly by the customer at the first hotel accommodation within the country.

Regarding this, we refer to the provisions of Section 5 of this Conditions document, in which the costs not included in the booking price are indicated.

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22. Assignment of Rights

Hotelopia reserves its rights to assign in total or in part the obligation or rights of these Terms to any subsidiary, affiliate or holding company or any subsidiary of its holding company.

You are not allowed to assign to any third party any obligation or right of these Terms, or any other agreement that completes them, unless with the prior express written authorisation of Hotelopia.

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23. Legislation and Courts of Jurisdiction

The application and interpretation of these Terms and Conditions shall be governed by current and applicable Spanish Legislation. In the event of any discrepancy which may arise from the interpretation or execution of these terms and conditions, the parties, with express waiver of any other court of jurisdiction which might apply, if any, shall abide by the Jurisdiction and Competence of the Courts of Palma de Mallorca, Spain.