H10 Hotels general terms and conditions of contract

The User declares that he/she is of legal age and has the legal capacity to contract the Services offered on the Website in accordance with the General Terms and Conditions, which he/she fully understands. In the event of a contract by a minor, H10 HOTELS will not be responsible under any circumstances, and the minor himself, his parents or legal guardians must bear the expenses and consequences that this may cause. Access to the Website is the sole responsibility of the Users.

Online Pre-Booking Services are merely informative and are intended solely to offer the User the possibility of consulting the availability of rooms in a hotel or city of his/her preference and interest and the prices and characteristics thereof.

The prices of the rooms are continually updated, so H10 HOTELS cannot guarantee that the prices consulted are still valid at the time of booking.

If you have started the booking process and, for this reason, have entered your contact details in the ""Personal Details"" section, we may contact you if, for any reason, you have not completed the booking, so that you can recover the information you have consulted and, if you wish, complete the booking process.

a. The purpose of the Online Booking Services is to book one or more rooms in any of the H10 HOTELS hotels.

b. Contracting procedure: when making the online booking, the User will receive a confirmation email, which will serve as proof of their booking. The User must verify the details collected in their booking confirmation and, if they notice any error, they must notify H10 HOTELS within 24 hours of its receipt. Otherwise, you will be deemed to accept the terms and conditions of your booking confirmation. Only bookings confirmed by the User's receipt of the aforementioned confirmation email and under the conditions set forth herein will be binding on H10 HOTELS.

 c. Prices: the rates published on the Website will be valid for as long as they remain accessible to Users and include VAT (or the equivalent tax). Additional rates or taxes may be applied to the published prices in accordance with the local regulations in force in each of the countries or cities, which must be paid directly at the hotel. H10 HOTELS reserves the right to modify those bookings that could be affected by an error in the system, by third parties or other unforeseen circumstances. If this situation occurs, the User will be informed in writing of the current valid price and/or of possible alternatives. If the new conditions are not accepted, the User will have the right to cancel the booking without charge. In the event of not receiving a reply from the User within 48 hours of the booking being modified, H10 HOTELS will cancel the booking at no cost to the User. The price includes the price per room and night according to the type of room and board selected, except for hotels where the inclusion of other services is specifically indicated. The price does NOT include any unspecified service, as well as extras such as fees for overnight stays (or similar), transfers, tips, telephone calls, laundry services, minibar, parking, room service, access to the spa, etc.

The booking will be paid in the local currency of the hotel (except for Caribbean hotels, which will be charged in USD). The amount indicated to the User of the Website in the currency selected is approximate and may be modified due to exchange rate variations.

d. Rate conditions: During the booking process, the User may choose between the different rates available for the hotel and the selected dates, under the specific terms and conditions specified on the Website. Without prejudice to the above, in general, and unless indicated otherwise during the contracting procedure, the following rates are available with the conditions detailed below:

• Bookings with free cancellation: the total amount of the stay will be paid directly at the hotel upon arrival. Notwithstanding the above, the User must provide the details of his/her credit card as a guarantee. Cancellations made up to 12:00 noon the day before arrival are free of charge. For subsequent cancellations or no-show cancellations, the price for one night with the chosen board arrangement will be charged and the rest of the nights booked will be cancelled.
• Bookings with free cancellation within 72 hours: the total amount of the stay will be paid directly at the hotel upon arrival. Notwithstanding the above, the User must provide the details of his/her credit card as a guarantee. Cancellations made up to 3 days before the arrival date are free of charge. For subsequent cancellations or no-show cancellations, the price for one night with the chosen board arrangement will be charged and the rest of the nights booked will be cancelled.
• Bookings with free cancellation within 7 days: the total amount of the stay will be paid directly at the hotel upon arrival. Notwithstanding the above, the User must provide the details of his/her credit card as a guarantee. Cancellations made up to 7 days before the arrival date are free of charge. For subsequent cancellations or no-show cancellations, the price for one night with the chosen board arrangement will be charged and the rest of the nights booked will be cancelled.
• Non-refundable bookings: The total amount of the stay will be charged when the booking is confirmed. This booking cannot be cancelled or amended and under no circumstances will the total (or partial) amount of the stay charged at the time of booking confirmation be refunded.
• Bookings with 1 free change: The total amount of the stay will be charged when the booking is confirmed. This booking is non-refundable and cannot be cancelled or modified beyond what is indicated below. The User will have the option of changing the date in the booking subject to giving notice to the hotel at least 15 days before the expected date of arrival. The User will have 1 year from the initial date of arrival to enjoy their new stay in a room with the same characteristics and/or by agreeing to pay any difference in the rate without management fees. Under no circumstances will the total (or partial) amount of the stay charged at the time of booking confirmation be refunded.

e. Bookings with a promotional code: Promotional codes may be subject to special terms and conditions and prior confirmation by the hotel. Please check any potential restrictions before completing your booking.

f. Booking holder: the booking is personal and non-transferable, so that any stay can only be enjoyed by the booking holder and his/her companions. H10 HOTELS reserves the right not to allow changes in booking holders, both individuals and groups, cancelling those in which an amendment of the holder has been made without the prior and express approval of H10 HOTELS.

g. Long stay, public holiday or high demand bookings: H10 HOTELS reserves the right to amend the payment terms and cancellation policy if the booking exceeds 7 nights or is made for a period of high demand or during a public holiday.

h. Multiple or group bookings: H10 HOTELS reserves the right to subject multiple and group bookings to special payment conditions, subject to prior identification of customers and cancellation. For the purposes of the above, in general, unless indicated otherwise during the contracting procedure or in the Hotel Policy published on the Website, multiple bookings will be considered to be those comprising between 4 and 8 rooms. Group bookings will be considered to be those that comprise 9 rooms or more in the name of the same cardholder or with repeated cardholders, with the same request date or for dates of stay that coincide on several days, if not all. Group bookings are also considered to be those that refer to a group or are linked to other bookings, as well as those in which the communications received or information received by H10 HOTELS shows that they are not individual or isolated bookings.

i. Policy on children: children must stay at the hotel accompanied by their parents, guardians or adults duly authorized by them. Hotel staff may require relevant documentation identifying adults as their parents/guardians or authorized persons. H10 HOTELS and the hotel will not be responsible, in any case, for the breach of this condition by guests.

j. Catering options: During the booking process, the User may choose between the different catering options available for the hotel and the selected dates, under the specific terms and conditions specified in the Hotel Policy published on the Website. Notwithstanding the above, in general and unless otherwise indicated in the Hotel Policy:

• Drinks are not included in the half board (breakfast and dinner) option and full board (breakfast, lunch and dinner) option.
• The all-inclusive option includes food and drinks by leading national and international brands as well as cocktails and snacks. Includes free full minibar upon arrival (no restocking). In general, the all-inclusive service will be available during the opening hours of the hotel's bars and restaurants. Exceptionally, and when expressly indicated in the Hotel Policy published on the Website, the all-inclusive service will be offered 24 hours a day.
• If you have paid for one of the catering options, this will be offered in the hotel restaurant. If you request room service, you may incur extra charges. Dinners at the themed restaurants will be available upon booking and subject to availability and, depending on the catering option paid for, extra charges may be incurred.
• See the Hotel Policy published on the website for more information on the dress code for entry into the restaurant.

k. Policy on admission with pets: In general, pets will not be admitted to H10 HOTELS hotels. Exceptionally, in some H10 HOTELS establishments pets will be admitted, subject to the conditions specified in the Hotel Policy published on the website. 

Guide dogs and assistance dogs whose training is officially recognised and approved by the relevant authorities may access any space accompanying their owner.

l. Despacio Spa Centre: Access to the gym is free for hotel guests, but other spa services may be charged. Advance booking is required. See the Hotel Policy published on the Website for more information on the services available and any limitations on access to the spa for children.

m. Time of arrival (check-in) and departure (check-out): As a general rule, and unless otherwise agreed with the hotel, reserved rooms may be used from 15:00 (3pm) on the day of arrival and must be vacated before 12:00 (12pm) on the day of departure.

n. 100% smoke-free hotels: smoking is strictly banned inside our hotels. Exceptionally, some hotels may have specially designed areas for smokers; these are clearly marked. Failure to comply with the ban on smoking will result in an automatic fine of €100 (or the equivalent in local currency) when you check out. H10 HOTELS reserves the right to increase the fine to €300 (or the equivalent in local currency) in five-star and higher category hotels.

o. Hotel Policy: The User must read the Policy of the chosen hotel published on the Website. In the event of any contradiction between these General Terms and Conditions and the Hotel Policy, the latter shall prevail.

p. Termination of the contract or cancellation of the booking: Cancellation of the booking by the User may result in early cancellation costs if the deadlines established based on the agreed rate are not respected. H10 HOTELS may cancel the booking in the cases specified in these General Terms and Conditions and, in any case, if there is an event of force majeure that makes it impossible to provide the service contracted by the User. In the latter case, the cancellation of the booking will have no cost for the User, who will be informed by H10 HOTELS of the occurrence of force majeure and of the subsequent cancellation of the booking as soon as possible.

Both on the Website and by any other means, third-party services other than hotel room bookings can be promoted, such as flights, transfers from the airport or station, car rental parking, among others. In these cases, as long as these services are operated by third parties external to H10 HOTELS and the hotel, they will be governed by the terms and conditions specific to the third party that provides the service. H10 HOTELS is not responsible for the correct provision of the services or for any other contingency of these third-party service providers and, in particular, it is not responsible for delays, cancellations or errors in the information published.

H10 HOTELS will indicate, during the contracting process, the payment method available depending on the hotel and the advance payment of the booking. The User must make the payment using any of the methods offered.

Depending on the hotel and the advance payment in the booking, the payment methods offered may be as follows:

• Payment by credit or debit card: if you agree to pay by card, you must present the card upon arrival at the hotel. If the card is not shown, H10 HOTELS reserves the right to cancel the booking or request payment of the total amount of the stay upon arrival at the hotel.
• Payment by credit card that does not belong to the parties who made the booking: In the event of a card payment in which the cardholder is not the person enjoying the stay, the cardholder must provide additional information to that required in the purchase process. If this information is not provided correctly, payment of the total amount of the stay must be made upon the arrival of the guests at the hotel.
• Payment via PayPal: If the User has signed up for it, they can pay the price of the booking through their PayPal account.
• Payment on arrival: the payment can be made at the hotel by the User, in cash or by card. In this case, the User will enter the details of their card at the end of the booking process, as a guarantee thereof, and, in the event of a modification or if the User does not go to the hotel, the penalties indicated on the Website will be charged according to the selected rate. Under no circumstances is it guaranteed that the payment method used for the initial guarantee can be used for payment at destination. Cash payments must be made in the hotel's currency. Cash payments must comply with the maximum limits established in each case by the applicable regulations.

All companies linked to H10 HOTELS require their customers and suppliers to comply with the highest ethical and professional standards, both internally and externally, in their commercial and business relations.

Consequently, the User declares that they are aware of the Code of Ethics published on the Website and undertakes to comply with and respect it and undertakes to inform all their companions about it and make sure they also comply with and respect it.

For more information, please see our Legal Notice.

For more information, please see our Privacy Policy.

H10 HOTELS reserves the right to modify these General Terms and Conditions, informing users of the changes made through the Website.

If one or more of the clauses included in these General Terms and Conditions are declared totally or partially null or void, this declaration will affect only this provision or that part that has been declared so, the General Terms and Conditions being maintained in all other matters, and such provision or part thereof affected, if not provided.