General terms and conditions of access and use of the hotel pirámide salou website

These specific terms and conditions govern the terms for contracting accommodation in any of these hotels: Hotel PortAventura (HT-000760), Hotel El Paso (HT-000770), Hotel Caribe (HT-000772), Hotel Gold River (HT-000855), Hotel Mansión de Lucy (HT-000888), Hotel Colorado Creek (HT-004868), Hotel Ponient Vila Centric (HT-000802), Hotel Ponient Pirámide Salou (HT-000766) and Hotel Ponient Dorada Palace (HT-000736) (hereinafter, jointly identified as “PortAventura World Hotels”), made through the websites www.portaventuraworld.com or www.ponienthotels.com (hereinafter, the «Websites»), by e-mail and/or by telephone through the PortAventura World Call Centre. These specific terms and conditions of booking (hereinafter, “Specific Terms and Conditions”) are complemented by the General Terms and Conditions of Access to and Use of the Websites, and must be consulted by the Client must using the link on the home page of the Websites prior to beginning the booking process. They will be considered to have been accepted when accepting these Specific Terms and Conditions of booking.

It is stated that bookings for Ponient Vila Centric, Ponient Pirámide Salou and Ponient Dorada Palace hotels (hereinafter, “Ponient Hotels”), made through the Ponient Hotels website www.ponienthotels.com, may be subject to special terms and conditions that will be specified later.

Accommodation at PortAventura World Hotels entitles guests to the use and enjoyment of the services detailed in the description of the package selected on the Websites, which may vary depending on the website where the booking has been made, the hotel and the selected dates, as well as the number of nights booked.

In any case, the use and enjoyment of the complementary and/or accessory facilities included in the accommodation package, such as PortAventura Park, Ferrari Land and/or Caribe Aquatic Park, are subject to the opening dates and times of these facilities, which can be consulted on the website.

1.- Price. The accommodation prices (including VAT) are shown on the PortAventura World or Ponient Hotels websites, in each case. Prices are subject to specific objective criteria such as: room type, number of nights included in the stay, meal plan, special dates, and hotel occupancy.

The Client will be notified of the final price at the time of booking, and this will also be shown in the booking confirmation of the accommodation. Once the booking confirmed, the price cannot be modified.

1.1.- It is understood that these rates only include the services indicated in the description for the selected accommodation type. The price does not include any additional services that are not expressly indicated in the rates. In this regard, please note that any items or services included in the accommodation may be changed or cancelled due to safety, operational or technical reasons, as well as weather conditions or any other causes of force majeure, all in accordance with the Operating Rules or Internal Regulations for each of the services included in the accommodation.

1.2.- Prices do not include the tax on stays in tourist establishments. This tourist tax must be paid by the Client at the time of check-in or online check-in. The amount payable for the tourist tax may vary based on the days of stay, age of the Client and category of hotel. The rates can be consulted at https://atc.gencat.cat/es/tributs/ieet/.

The amount payable will be indicated when the reservation is confirmed.

Likewise, an €8 booking fee will be charged for new reservations, cancellations and/or changes to reservations made by telephone or e-mail. That amount is non-refundable.

1.3.- Rates for children. There is no charge for the accommodation for children under the age of 2 years old. The rate shown on the website will apply to children between the ages of 2 and 12 years old, both inclusive. The corresponding hotel reserves the right, at any time, to request documentation proving the age of the child. If age cannot be proven, the corresponding rates will apply.

2.- Making reservations. Booking requests are subject to availability. Booking requests shall be made by telephone, by e-mail or through the Websites by the Client, who must clearly state at least the following information: arrival and departure dates; number of rooms and occupancy; meal board basis; desired hotel; name, contact telephone number and e-mail address of the contact person for the booking. The request shall be communicated by the Client to PortAventura World via any of the following means: telephone: +34 977 77 90 90; e-mail: portaventura@portaventura.es; or website: www.portaventuraworld.com. The Client can make booking requests at Ponient hotels via any of the following means: telephone +34 977 77 90 90; e-mail: customer.ponient@portaventura.es; or website www.ponienthotels.com.

Once the booking request is received, the Client will be sent a quotation and, upon acceptance, the corresponding reservation confirmation of the services included in the booking and the total amount payable will be sent, with the payment terms being those stipulated in these present Specific Terms and Conditions and the programme, or as expressly agreed in the case of special offers.

For reservations made for persons under 18 travelling alone, parents’ or guardians’ written consent is required.

3.- Confirmation of the booking request, payment terms and booking reference.

3 .1.- Confirmation of the booking request. The reservation shall be confirmed, under the terms and conditions shown in the confirmation, once the Client pays the deposit, in accordance with these Specific Terms and Conditions, on time and as stipulated, or 100% of the reservation amount in the case of reservations corresponding to the Hotel Roulette booking system.

3.2.- Payment terms. The Client shall pay the amounts detailed below as a deposit for the booking:

The required deposit will be the amount of the first night of the reservation, including all additional contracted services, except for the “Corporate rate” applicable to Ponient Vila Centric, Ponient Pirámide Salou and Ponient Dorada Palace hotels, for which the total amount of the reservation will be paid when checking in at the hotel.

For reservations made through the Hotel Roulette booking system, the deposit required will be 100% of the amount of the reservation

This deposit and payment policy is understood as general and will be applied by default to all bookings, except in cases where the contracting of a special rate or promotion entails certain specific deposit terms that differ from general deposit terms which, in any case, will be duly communicated to the Client.

Where applicable, the Client shall pay the deposit at the time of booking and shall pay the remaining amounts upon presentation of the invoice by the hotel.

3.3.- Booking reference. A corresponding booking reference will be assigned once the booking has been confirmed.

3.4.- Hotel Roulette booking system. Through this booking process, the Client requests a reservation for a specific date at one of the resort’s hotels, except for Ponient Vila Centric, Ponient Dorada Palace and/or Pirámide Salou hotels, which are only included in case of group reservations. PortAventura World will allocate the corresponding hotel at its own discretion, notifying the Client 24 hours before arrival, guaranteeing the best price for that date at any of the above-mentioned hotels.

This booking method, which offers a promotional rate, has special terms and conditions of payment, cancellation, and modification, according to the established below:

Payment: payment for the entire stay will be made entirely when formalising the booking.

Cancellation and modification: the reservation cannot be changed. There are no refunds in the event of cancellation of a booking.

When making the reservation, the Client may purchase the entrance tickets to Caribe Aquatic Park mentioned in section 10 of these Specific Terms and Conditions.

4.- Method of payment. The Client may pay the amount of the deposit, or 100% of the reservation, as appropriate, through any of the following payment methods:

Cash, credit or debit card. In this case, the Client must provide PAESA with the relevant details. The amount payable for all reserved services, less the deposit, must be paid by the Client upon presentation of the invoice by the hotel, by cash, credit or debit card. For the Hotel Roulette booking system, 100% of the reservation amount will be charged to the credit/debit card. All relevant charges will be made to the bank card used to make the reservation. The Client expressly consents to these charges to cover any applicable penalties for cancellations or changes.

The Client will also have the option of paying the remaining amount of the reservation, as well as any other additional service contracted at the hotel reception, through the following payment methods:

Credit or debit card.
Cash: provided that the transaction amount is less than 1,000 euros (or its equivalent in foreign currency).
Cryptocurrencies, in which case the following conditions will apply:
- Payment with cryptocurrencies will be allowed provided that the equivalent value in euros of the transaction amount is less than 1,000 euros.
- Given the large number of cryptocurrencies on the market, PAESA will not allow payment with any cryptocurrency, but only with those that it chooses to accept at any given time as a payment method. The cryptocurrencies that are accepted as a payment method at any given time will be those that are indicated as available on the payment confirmation screen.
- Once the cryptocurrencies have been selected as the payment method and always before the payment confirmation, PAESA will provide the Client with a breakdown of all the expenses and commissions, as well as the exchange rate that will be applied for the conversion of the transaction.
- Once the Client confirms the cryptocurrency chosen as the payment method and accepts all the expenses and commissions associated with this payment method, the payment will be made through a transfer made from the Client’s wallet to the public key that appears on the payment screen. This public key may be represented in the form of a QR code, or similar technology, and will correspond to a wallet that may be owned by PAESA or by a third party authorised to receive payment on its behalf.
- If, for reasons beyond the control of PAESA, the transfer of cryptocurrencies described above is made to an erroneous public address, PAESA will not be liable to the Client for the loss of the transferred cryptocurrencies and the payment will be understood as not received and the Client will still be required to pay the outstanding balance.
- Transactions paid with this payment method will be considered an exchange.
- The tax implications for the Client derived from the payment in cryptocurrencies will be their sole responsibility; PAESA does not accept any liability in this regard.

5.- Cancellations: Cancellations of bookings are subject to the following cancellation fees, except for cancellations of reservations through the Hotel Roulette booking system which, since they involve a promotional price, are non-refundable:

Hotel PortAventura, Hotel El Paso, Hotel Caribe, Hotel Gold River and Hotel Colorado Creek shall be governed by the following:

Cancellations at least 8 days prior to the arrival date: PAESA will refund the deposit.
Cancellations less than 8 days prior to the arrival date will result in the loss of the charge for the first night as a cancellation fee.

Hotel Mansión de Lucy shall be governed by the following:

Cancellations at least 15 days prior to the arrival date: PAESA will refund the deposit.
Cancellations less than 15 days prior to the arrival date will result in the loss of the charge for the first night as a cancellation fee.

In the case of Ponient hotels (Vila Centric, Pirámide Salou and Dorada Palace), cancellation terms and conditions are as set out below:

Accommodation-only bookings (the rates reflected in this section can only be contracted through the Ponient Hotels website www.ponienthotels.com):
- - Hotel Ponient Vila Centric
    - Standard board basis
      - Cancellations at least 2 days prior to the arrival date: PAESA will refund the deposit.
      - Cancellations less than 2 days prior to the arrival date will result in the loss of the charge for the first night as a cancellation fee.
  - Hotel Ponient Pirámide Salou and Hotel Ponient Dorada Palace
    - - Cancellations at least 4 days prior to the arrival date: PAESA will refund the deposit.
      - Cancellations less than 4 days prior to the arrival date will result in the loss of the charge for the first night as a cancellation fee.
- Bookings of accommodation plus admission to PortAventura Park:
  - Cancellations at least 8 days prior to the arrival date, PAESA will refund the deposit.
  - Cancellations less than 8 days prior to arrival date will result in the loss of the charge for the first night as a cancellation fee.
Corporate rate bookings:
- Cancellations of bookings quoted at the Corporate rate are not subject to cancellation fees and can be made up to the day of arrival.

In all cases, no show at the hotel on the day of arrival will result in the loss of 100% of the total amount of the reservation. In addition, no reimbursement will be made for the unused stay in the event of departures before the scheduled date.

Cancellations of hotel reservations will also entail cancellation of the additional services included in the booking.

This cancellation policy is understood as general and will be applied by default on all bookings except in cases where the agreement of a special rate or promotion entails certain specific conditions that differ from general cancellation conditions, which, in any case will be duly communicated to the Client.

The Client will be responsible for all expenses that may result from cancellations. PortAventura World also reserves the right to charge a handling fee of €8 for cancellations of bookings made by telephone or e-mail.

6.- Changes. Any change to the reservation must be communicated by e-mail or telephone and approved by PortAventura World, except for Hotel Roulette system reservations, which cannot be modified.

If the change involves additional services, the increase will be added to the amount payable at the time of booking and will be subject to availability.
Changes made less than 7 days before the scheduled arrival date which involve a reduction in the total cost will be subject to the application of a penalty for cancellation of services under the terms and conditions stipulated in the contract.
Changes to dates or the name of the contact person for the booking will be processed as a cancellation of the initial reservation and will result in the generation of a new one with a price estimate based on the creation date of the new booking, subject to the application of penalties that may apply depending on the date.

PortAventura World reserves the right to charge an €8 fee for any changes made to existing reservations.

This booking change policy is understood as general and will be applied by default to all bookings except in cases where the agreement for a special rate or promotion entails certain specific terms and conditions that differ from general change conditions which, in any case, will be duly reflected in the contract with the Client.

7.- Transfer. The Client may transfer his or her booking to another person by sending written notification 15 days before the date of arrival. The recipient must comply with the same general requirements for accommodation as the purchaser.

8.- Check-in. Check-in at the hotels is from 3 pm and rooms must be vacated before 11 am. If the Client does not comply with the check-out time, PortAventura World reserves the right to either: deem the stay extended by one day or take possession of the accommodation and remove the Client’s belongings with an inventory before two witnesses.

9.- Special requests. If the Client desires any special request or service, for example a room with views overlooking the pool, this must be indicated at the time of booking. Special requests will be subject to availability and may result in rate increases.

10.- Caribe Aquatic Park. Clients staying at the hotels will benefit from special conditions of access to Caribe Aquatic Park. Terms and conditions can be checked at PortAventura World’s website.

Product terms and conditions can be checked by calling +34 977 77 90 90 or at the website www.portaventuraworld.com.

Please note that all visits must respect the dates and times that the park is open to the public and are subject to availability of capacity. No claims may be made for any amount due to restriction of access resulting from maximum capacity limitations.

11.- Operating Rules. The use and enjoyment of all of PortAventura World’s facilities will be in accordance with Operating Rules that apply to each facility. These rules are available to the Client at the information desks located in each of PortAventura World’s facilities, at www.portaventuraworld.com and also, in the case of Ponient hotels, at www.ponienthotels.com.

12.– Validity. These Specific Terms and Conditions will remain in force until replaced by an updated version. The applicable terms and conditions are those published as at the date of booking confirmation.

13.- Withdrawal policy. Given the characteristics of the products on sale (hotel bookings for a specific use date or period), Article 103. l) of the General Law of the Defence of Consumers and Users is applicable and therefore the right of withdrawal is excluded for the system of hotel bookings.

Version published in February 2024