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General Lodging Conditions

Specific Conditions for Hotel and Apartment Reservations


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, CICMA 3750.

And the user, who accesses the website to learn about and contract the services offered through the website and who declares to be of legal age (that is, at least 18 years of age) and has the legal capacity necessary to enter into this agreement and to use this website in accordance with this Legal Notice and with the General Conditions of each type of service offered on the website, both of which the user hereby declares understands in their entirety.


These terms supplement the provisions set forth in the legal notices appearing on the website

Hotel accommodations may be offered as part of a travel package, in which case they will be subject to a special set of rights, which can be found in the General Terms and Conditions for Travel Package Contracts

. 1. Company responsible for providing the service

The lodging reservations in this website are provided by the company Wozozo Travel Technology AG, with corporate headquarters located at San Gottardo 54ª, 6830 Chiasso, Switzerland and registration number CH-501.3.021.170-6.

2. Confirmation of hotel reservations

Once the reservation is made and confirmed, the confirmation will be sent by the provider to the email address indicated by the user during the purchasing process. Once payment for the reservation has been completed, the user will receive a voucher in an attachment to the confirmation email. This voucher must be presented at the establishment.

In the event that such information is not received, the user must contact our Customer Service Department.

If the reservation is made by telephone, the user must provide an email address where Onlinetravel can send the reservation confirmation message.

3. Descriptions

Some of the services offered by the hotels may involve additional fees. It is recommended that the user verify such fees directly with the hotel.

Unless otherwise indicated, room descriptions are based on double-occupancy rooms with a private bath. Some establishments offer the possibility of reserving shared rooms or private rooms with a shared bath, which will be specified in the room description.

In the event that the user discovers any discrepancy upon arrival at the hotel, we recommend contacting our Customer Service Department immediately.

4. Photographs

Due to the inherently temporal nature of photographs, they are not contractually binding, but instead should be viewed within the context of the description of the contracted services.

The rooms shown in the photographs of the hotel are for purely informational purposes and may not correspond to the room that is ultimately assigned by the establishment.

We remind you that it is the hotel, and not Onlinetravel, that assigns the rooms to clients at the time of check-in.

5. Reservation prices and payments

All reservations, with the exception of those specified as being payable directly at the lodging establishment, shall be placed as soon as the user clicks on "Book and Pay", with the sole exception of those cases in which a payment method other than a credit or debit card is accepted or whenever instalment payments are permitted. Therefore, all fees that are not specified as payable directly at the lodging establishment shall be charged at such time as the user clicks on the "Book and Pay" button.

Prices are expressed in various currencies, although the fees for contracting the services are charged in euros (EUR), US dollars (USD), pounds sterling (GBP), United Arab Emirates dirhams (AED), Saudi riyals (SAR), Moroccan dirhams (MAD), Mexican pesos (MXN), Australian dollars (AUD), Swedish kronor (SEK), Danish kroner (DKK) and Egyptian pounds (EGP), depending on the payment currency selected by the user. Your banking institution may impose a surcharge or commission for exchanging currency. Onlinetravel cannot be held responsible for these types of surcharges and commissions imposed by banking institutions or intermediaries.

Our prices for lodging services include lodging at the chosen establishment with the contracted board type and all the services and extras specified in the voucher, as well as any applicable indirect taxes on consumption.

Our prices do not include any other services not expressly specified in the voucher, including, but not limited to: visas; vaccination certificates; and extras, such as coffee, wine, liquor, mineral water, special diets, laundry and ironing, WiFi, parking, telephone use, cribs, TV lease, spa services, thermal baths, massages, medical, therapeutical or health treatments, or any other similar services offered by the establishment for an additional fee that is not included in the price paid for the primary lodging services that have been contracted.

6. Payments made at the establishment

If reservations are to be paid directly at the lodging establishment, this fact will be expressly indicated. Otherwise, payment shall be understood as having been made to Onlinetravel at the moment the reservation is confirmed.

In the case of reservations in which it is indicated that payments will be made directly to the establishment, Onlinetravel will not collect the amount due for the reservation at the time it is made. Instead, it will be paid directly to the hotel or other lodging establishment by the user upon check-in or check-out.

The lodging establishment reserves the right to charge the client for all or part of the reservation at any time from the moment the reservation is confirmed.

In the case of non-refundable fees, the lodging establishment shall charge 100 percent of the amount due for the reservation at the time the reservation is confirmed. If the reservation cancellation policy is flexible, the lodging establishment will generally charge the client at such time as the reservation generates any cancellation fees or upon the client"s arrival. In the event that the reservation is cancelled and no cancellation fees apply, this amount shall be deducted from the total price of the reservation or credited back to the user"s payment method.

7. Resort fees and taxes on lodging

In the case of certain destinations, additional lodging or local taxes and fees may apply. Such taxes and fees may vary in relation to the particular destination and the classification of the establishment. The user shall be solely responsible for paying such taxes, which shall be paid directly at the establishment.

Some establishments, especially those in the US and the Caribbean, have an internal policy of charging Resort Fees, which are a fixed, additional fee charged to the clients by virtue of certain value-added products and services that are available at the hotel establishment. The user shall be solely responsible for paying the Resort Fee, which shall be paid directly at the establishment.

8. Security deposits

At the time of check-in, it is customary for most apartments to request a security deposit, which is reimbursed at the time of check-out, once the apartment has been inspected to confirm that it has been left in good condition.

This deposit may be collected by the establishment via credit card or in cash, depending on the internal operating procedures of the individual establishment.

9. Cancellation insurance

During the reservation process, the user is given the opportunity to purchase cancellation insurance, which is recommended, as it allows the user to recover any cancellation fees paid, whenever the reasons for cancellation are covered under the policy. The user may also purchase assistance insurance, either by itself or in combination with cancellation insurance.

Insurance may be purchased only during the reservation purchasing process. Insurance may not be added to a reservation that has already been confirmed.

Once confirmed, the insurance may not be modified, nor may it be cancelled without a fee.

10. Establishment categories

The quality and content of the services provided by the hotel shall be determined by the official category assigned to it in the country where it is located and shall be subject to governmental supervision. This classification may not correspond to that offered by other States, and quality may vary slightly between accommodations of the same category in different locations, including locations within the same country. It is recommended that users carefully read the information provided, as well as any additional information available on the various review and rating websites.

11. Operating hours and seasons

In some establishments, certain services and facilities may not be available 24 hours a day or 365 days a year. For example, unheated pools are typically only open during the summers, and in most cases, heated pools are only heated during the winters. It is also possible that some of the facilities at an establishment may be closed for renovations, repairs or maintenance.

The internal operating procedures of each individual establishment determine when these services are open or available.

We recommend that the user verify this information directly with the establishment.

12. Use of rooms and apartments

At the time of making the reservation, the user is fully and exclusively responsible for correctly indicating the number of persons that will be occupying the room or apartment, including all children, regardless of their ages. The user is advised that management of the establishment may legally refuse to admit any undeclared persons, in which case the user waives the right to file any claims in this respect.

13. Double- and triple-occupancy rooms

In light of the current legislation in certain destinations (which only establishes the existence of single- and double-occupancy rooms, permitting some of the latter to be equipped with a third or fourth bed) and the normal layout specific to the hotels, in the event that the reserved room has capacity for more than two persons (or reference is made to triple- or quadruple-occupancy rooms), unless confirmed by the hotel, this shall be understood as a double-occupancy room with one or two additional beds. Occasionally, the extra bed may be a sofa-bed.

13.1 Double beds or two beds

Unless the designation of the room clearly indicates the type of bed assigned, any reference to a standard or double room shall be understood as referring either to a double bed or to two beds, depending on availability and the hotel"s internal policies.

Under no circumstances can Onlinetravel guarantee a particular type of bed, although Onlinetravel will communicate the client"s preferences to the hotel.

14. Check-in and check-out times for hotels and apartment hotels

Check-in at hotels is generally any time after 2:00 p.m. Check-out normally has to be completed prior to noon on the final day of the reservation.

Please bear in mind that check-in and check-out times are established according to each hotel"s internal policies and may differ from those specified in these general terms and conditions. It is recommended that the user verify this information directly with the hotel.

15. Check-in and check-out times for apartments

Check-in at apartments is generally any time after 5:00 p.m. Check-out normally has to be completed prior to 10:00 a.m. on the final day of the reservation.

Please bear in mind that check-in and check-out times are established according to each apartment"s internal policies and may differ from those specified in these general terms and conditions. It is recommended that the user verify this information directly with the establishment.

16. Apartment key pickup

Once the reservation has been confirmed, it is recommended that the user verify the time and place where the keys are to be picked up, as keys are not always handed over at the same address where the apartments are located.

In the event that the client arrives at the apartment outside of reception desk hours without having contacted the management to confirm delivery of the keys, it may be impossible to enter the apartment. Onlinetravel shall not be held responsible under these circumstances.

Keys are generally picked up between 5:00 and 8:00 p.m. We remind you that picking up keys outside of these hours may entail an additional fee.

17. Valid period of the reservation

Reservations are normally held until 8:00 p.m. on the scheduled check-in day. If a later arrival is anticipated, it is recommended to notify the establishment directly. In the event of an arrival after 8:00 p.m. without having notified the establishment in advance, the room may no longer be available and the reservation may be considered a no-show and subject to payment of the full amount.

18. Groups

The rates offered by Onlinetravel are only for individual reservations of up to 10 persons and are not valid for groups. The hotel may reject any reservations that, in its judgement, might constitute a group.

19. Minors

Children under the age of 18 are not permitted to stay at hotels or apartments without the accompaniment of at least one person of legal age per room.

Please bear in mind that, in some places (e.g. the United States), the minimum age is 21.

20. Cribs and additional beds

In some cases, extra beds or cribs may be available, as long as these are requested by the user at the time the reservation is made, as some establishments only avail of a limited stock of these items. Unless expressly indicated to the contrary, this service is not included in the price and must be paid directly at the establishment.

Please note that, in the case of reservations including babies or children, there is no guarantee that the room will have a crib or extra bed, although the room will be suitable for the number of persons included in the reservation.

21. Pets

Onlinetravel cannot guarantee the possibility of bringing pets to the establishment booked by the user. While they are generally not allowed, we recommend verifying this information directly with the establishment prior to contracting any services.

Simply indicating in a note on the reservation that the user will be travelling with a pet is no guarantee that the hotel will allow the pet.

Please note that some hotels that allow pets charge an additional fee.

22. Board types

22.1 Full room and board

Full room and board includes breakfast, lunch and dinner, and unless indicated expressly to the contrary, does not include beverages.

The first meal provided by the hotel is generally dinner on the day of arrival, and the last is generally lunch on the day of check-out. As this order may vary depending on the internal policies of the establishment, it is recommended to verify the initial meal service directly with the hotel.

In the event that the client wishes to modify the order of the meals, for example, to make use of the meal service on the day of arrival and conclude with breakfast on the day of check-out, it will be necessary to consult the hotel directly at the time of making the reservation in order to find out if such modification is possible.

22.2 Half board

Half board includes breakfast and dinner, and unless indicated expressly to the contrary, does not include beverages.

Under certain circumstances, hotels may reserve the right to modify the order of meals in accordance with their internal policies.

In the event that the user wishes to substitute lunch for dinner, it will be necessary to consult the hotel directly at the time of making the reservation in order to find out if such modification is possible.

22.3 All-inclusive

This varies, depending on the internal programme of the chosen hotel. The user can verify the specifics by contacting the hotel.

In the event that the hotel has multiple all-inclusive programmes, the one displayed in our available programmes will always be the most basic one, unless expressly indicated otherwise. In the case of any doubts, we recommend that the user contact our Customer Service Department to verify the information.

22.4 Beverages

The user is reminded that, unless stipulated otherwise in the voucher, drinks are not included in the meal plan.

Important: As special meals or dinners (gala dinners, New Year"s Eve dinner, Epiphany dinner, etc.) are not included in the price of the reservation and will be subject to a surcharge, we recommend that the user consult our Customer Service Department.

23. Modifications and cancellations made by the user

23.1 Modifications requested by the client prior to check-in at the hotel

In the event of modifications to the user"s reservation, Onlinetravel cannot guarantee the provider"s availability on the requested dates or ability to fulfil the requested conditions. Once a request is received, the establishment will be contacted in order to confirm the new conditions, which will then be offered for the user"s approval and acceptance before the modification is finalised.

The service fee for modifying any lodging services that have been contracted through Onlinetravel is TWELVE euros (?12) per reservation, unless they have been purchased as part of a lodging and transportation package, in which case the fee shall be TWENTY euros (?20) per passenger.

23.2 Modifications requested by the client once checked in at the lodging establishment

Once the user is checked in, the establishment may bill the full amount of the reservation, even if the client does not stay for the full duration.

Once the client has begun using the lodging services, in the event of any request for modifications to the contracted terms, Onlinetravel agrees to make every necessary effort to satisfy such request. Any requested modification that involves new terms with the establishment shall be offered for the user"s approval and acceptance before the modification is finalised.

In the event that the user vacates the establishment prior to the check-out date stipulated in the reservation, in order to receive a refund for any unused services, the user must obtain written proof of check-out from the establishment, indicating that no amounts will be charged for the unused nights.

24. Special requests

When sending the reservation confirmation to the lodging establishment, Onlinetravel agrees to include any special requests made by the client.

Please bear in mind that confirmation of such requests is exclusively up to the hotel, depending on availability at the time of the client"s arrival. Therefore, Onlinetravel cannot guarantee or provide advance confirmation of these requests, which may entail an additional fee.

25. Cancellations

The user shall be informed of the cancellation fees during the purchasing process, as well as in the reservation confirmation message. The date and time of cancellation shall be indicated in the local time zone of the hotel.

Please bear in mind that some providers may consider any reductions in the number of nights or any changes in the reservation dates or in the names of the reservation holders as cancellations, rather than modifications.

In the event that the fee is non-refundable, it will not be possible to modify or cancel the reservation.

The service fee charged by Onlinetravel for cancellation requests submitted to an agent is TWELVE euros (?12) per reservation.

25.1 How to cancel a reservation

The user may cancel a reservation in the My Account page of the Onlinetravel website or by clicking on the cancellation link included in the reservation confirmation email.

In the event that the user is unable to cancel the reservation, he or she must contact our Customer Service Department.

25.2 Failure to show up at the lodging establishment

In the event of a no-show or failure to appear at the lodging establishment, the establishment may charge the full amount of the reservation as a penalty. Onlinetravel shall not be held responsible if the establishment retains this amount. Please bear in mind that, if you do not show up on the first night of the reservation and subsequently appear to register for the following nights that have been booked, some establishments have the policy of cancelling all of the remaining nights without further delay. Therefore, we recommend advising the establishment as far in advance as possible in the event of any anticipated delays in your arrival. Onlinetravel shall not be held responsible for the consequences that may arise from any delays in checking in to the establishment or for any cancellation or additional fees that the establishment may impose as a result of your failure to appear.

26. Right to cancellation

In accordance with Article 97.1 of the Revised Text of the General Consumer and User Protection Act (known by its Spanish initials, TRLGDCU), the user is hereby informed that his or her right to cancellation shall be inapplicable, pursuant to the provisions of Article 103 of the aforementioned law.

27. Waiver of liability

Onlinetravel is responsible for confirming the user"s reservation, but shall not be held responsible for its fulfilment, which is the exclusive responsibility of the lodging service provider.

If the user has confirmed lodging reservations through Onlinetravel and a dispute arises prior to provision of the services by the lodging establishment (e.g. the hotel), Onlinetravel agrees to act as an intermediary in order to offer alternative lodging at an establishment of the same category or higher.

If the user should decide not to accept the proposed alternative, Onlinetravel, in its capacity as agency, shall reimburse any amounts paid.

Onlinetravel agrees to exercise maximum diligence in order to ensure that the data appearing on this website is accurate and up-to-date at all times. The information displayed on this website has been supplied by the providers, and Onlinetravel shall not be held responsible for any possible inaccuracies.

The website may contain links to other websites. Onlinetravel has no control over such third-party websites and shall not be held responsible for their content or for the content of any other meta-search engines that may originate from our website, but that are not the property of Onlinetravel.

28. Claims and the statute of limitations

In order to simplify the resolution of claims through civil proceedings and to reduce the consumer"s costs, any possible consumer claims related to non-fulfilment or unsatisfactory fulfilment of the contract must be presented to Onlinetravel in writing, via email addressed to customerservice@onlinetravel.es

With regard to alternative mechanisms for resolving disputes, in accordance with Directive 2013/11/EU (Alternative Dispute Resolution for Consumer Disputes), using the link below, you can consult the accredited alternative dispute resolution entities with regard to the online dispute resolution platform of EU Regulation 524/2013 of the Parliament and the Council. For further information, visit https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.

The statute of limitations for actions stemming from the rights established in Royal Legislative Decree 1/2007 shall be two years, in accordance with Article 169.



Updated May 29, 2019

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