General Terms and Conditions of Booking – Alora Hotels

Last updated: 26 June 2026

This contractual document governs accommodation bookings made through https://www.alorahoteles.com, owned by ALORA GESTION HOTELERA, S.L. (hereinafter, the “PROVIDER”), whose contact details also appear in the Legal Notice on this website.

These Terms and Conditions will remain available to the USER on the website so that they may be reproduced and saved as confirmation of the contract, and may be amended by the PROVIDER at any time. It is the USER’s responsibility to read them periodically, as the version in force when the booking is made will apply.

Acceptance of this document means that the USER has read, understood and comprehended its contents; has sufficient legal capacity to enter into a contract; and accepts all the obligations set out herein.

IDENTITY OF THE CONTRACTING PARTIES

On the one hand, the PROVIDER of the accommodation booking service is ALORA GESTION HOTELERA, S.L., with registered office at C/ Arte 21, 3º C – 28033 Madrid, Spanish Tax ID No. B72397680, customer service telephone number 614 259 017 and email address reservas@alorahoteles.com.

The PROVIDER acts as the centralised booking management entity for the group’s establishments. Depending on the accommodation selected, the owner of the establishment may be SERVAL APARTAMENTOS TURISTICOS, S.L. or APARTAMENTOS MERIDA BLISS, S.L., both of which belong to the same corporate group. The booking confirmation will expressly identify the entity that owns the booked accommodation.

On the other hand, the USER, who is responsible for the accuracy of the personal data provided to the PROVIDER.

PURPOSE OF THE CONTRACT

The purpose of this contract is to regulate the contractual relationship between the PROVIDER and the USER when the latter accepts a hotel or tourist accommodation booking during the contracting process, whether online, by telephone, by email or in person at the establishments. These terms do not apply to bookings made through third parties or external platforms (such as Booking.com, Expedia or other OTAs), which are subject to the terms established by those intermediaries.

SERVICES OFFERED

The PROVIDER offers hotel and tourist accommodation through its hotels and apartments. Bookings may be made through the official website, authorised distribution channels or directly at reception. The service includes accommodation only, unless the selected rate expressly states that additional services (such as breakfast, parking, etc.) are included.

The services offered are subject to availability at the time of booking. The PROVIDER reserves the right to change the features or conditions of its services, without affecting bookings that have already been confirmed.

1. CONTRACTING PROCEDURE

To access the accommodation services offered by the PROVIDER, the USER must be of legal age, have the legal capacity to enter into a contract and freely and voluntarily provide the requested personal data. Such data will be processed in accordance with Regulation (EU) 2016/679 (GDPR) and Spanish Organic Law 3/2018 (LOPDGDD), as detailed in the website’s Privacy Policy.

Available booking channels:

Official website: https://www.alorahoteles.com

Directly at the establishment’s reception.

By telephone: 614 259 017.

By email: reservas@alorahoteles.com.

Through the website chatbot or WhatsApp (for pre-booking enquiries and booking assistance).

Website booking procedure:

The USER selects the accommodation, dates of stay and number of guests.

The USER selects the rate and, where applicable, the available additional services.

The USER enters their personal and payment details.

The USER checks all booking details before confirming.

The USER reads and accepts these General Terms and Conditions and the specific conditions of the selected rate.

The USER validates and confirms the booking.

Rates and booking types:

Refundable rates: Changes and cancellations are permitted in accordance with the applicable cancellation policy.

Non-refundable rates: Changes and refunds are not permitted.

Promotions and offers: These are subject to the specific conditions stated in each case.

Group bookings: Bookings of more than four rooms will be considered group bookings and may be subject to special guarantee, cancellation, advance-payment or additional-supplement conditions. These conditions will be communicated and confirmed individually.

2. BOOKING CONFIRMATION AND GUARANTEE

The USER will immediately receive a confirmation email as evidence that the booking has been correctly registered. If this email is not received within 24 hours, the USER must contact the bookings team by calling 614 259 017 or emailing reservas@alorahoteles.com.

The booking will only be considered guaranteed once payment has been received (non-refundable rates) or the credit card has been validated as a guarantee (refundable rates). Providing payment details does not necessarily mean that the cost of the stay will be charged immediately, but it authorises the PROVIDER to make the charge in the event of a No-Show or Late Cancellation (for refundable rates, when cancellation occurs after the deadline established for the selected rate).

3. PRICES

Prices are displayed clearly and transparently on the official website and are expressed in euros (EUR). All prices include VAT and any other applicable charge, except for any tourist tax, which will be paid directly at the establishment upon check-in if required by local, regional or national regulations.

Prices do not include additional services (such as breakfast, parking, etc.) unless expressly stated in the selected rate.

Best Price Guarantee: The PROVIDER guarantees the USER the best available price on its official website. If the USER finds a lower rate under the same conditions, the PROVIDER will match that rate provided the claim is submitted within 24 hours of booking and no later than 72 hours before check-in. The guarantee does not apply to private or loyalty rates or rates with different conditions. To submit a claim, the USER must use the website’s contact form, indicate the hotel concerned and provide proof of the lower price found. The bookings team will respond within a maximum of 72 business hours. If the claim is validated, the PROVIDER will match the rate and, where applicable, refund the difference using the original payment method. Prices may vary depending on demand, season or local events.

4. PAYMENTS

Online payment must be made by credit or debit card (Visa or Mastercard) through a secure payment system. Other cards are not accepted. The cardholder must be one of the guests staying at the property.

Pursuant to Spanish Law 11/2021 and Article 7 of Spanish Law 7/2012, cash payments of EUR 1,000 or more may not be made when either party acts as a business owner or professional. This limit is increased to EUR 10,000 when the payer is an individual who is not tax-resident in Spain and does not act as a business owner or professional.

Every confirmed booking will result in an electronic invoice being issued in the name of the USER or the specified company name. It will be sent to the email address provided during the booking process after the stay has ended. If the USER requires a printed copy, it must be expressly requested at reception.

Any payment irregularity or attempted fraud may result in the immediate cancellation of the booking without entitlement to a refund.

Payment security measures: The website uses SSL (Secure Socket Layer) technology and secure authentication systems to protect the USER’s payment data. The PROVIDER does not store complete credit-card details in its own systems; this processing is carried out by the PCI-DSS-certified payment gateway acting as Data Processor.

5. CANCELLATIONS AND CHANGES

All cancellations must be communicated to the PROVIDER through the link provided in the confirmation email, by emailing reservas@alorahoteles.com and stating the booking number, or by telephone.

Refundable rates: The deadline for cancellation without penalty depends on the selected rate and is expressly stated in its conditions during the booking process. As a general rule, the following options are available: (i) free cancellation up to 48 hours before the arrival date; (ii) free cancellation up to seven days before the arrival date; or (iii) free cancellation up to 15 days before the arrival date. If cancellation occurs after the deadline applicable to the selected rate, 100% of the total cost of the stay will be charged. Where applicable, the refund will be made using the original payment method within a maximum of seven business days.

Non-refundable rates: No changes, cancellations or refunds are permitted under any circumstances. The total amount will be charged when the booking is made.

Extension of stay: Any extension must be requested at reception before 12:00 noon on the departure date, will be subject to availability and must be paid for immediately.

If force majeure prevents the PROVIDER from supplying the service, an attempt will be made to relocate the USER to accommodation with equivalent characteristics. If this is not possible, the full amount paid will be refunded.

Security deposit: No advance security deposit is required. However, if the USER causes damage to the room or apartment, the PROVIDER may contact the USER and, after notifying them in advance, charge the corresponding amount to the card registered with the booking.

6. NO-SHOW

If the USER fails to arrive without prior notice, the PROVIDER will charge 100% of the total cost of the booked stay, unless the conditions of the selected rate expressly provide otherwise.

This condition also applies to bookings made under promotions, discounts or special offers, which are subject to the same penalty in the event of a no-show.

7. STAY PROCEDURE (CHECK-IN AND CHECK-OUT)

The standard check-in time for the USER is from 15:00 and check-out is until 12:00 noon, unless the PROVIDER has previously communicated a specific alternative arrangement.

The USER must present a valid identity document and a credit or debit card upon arrival. In compliance with current regulations, the PROVIDER may require the signature of a police guest-registration form.

The PROVIDER does not accept pets at its establishments, except duly accredited guide dogs in accordance with applicable regulations. The USER will be responsible for any damage or disturbance caused by the animal. In the event of disorderly conduct or disturbance to other guests, the PROVIDER may terminate the USER’s stay without entitlement to a refund.

The USER undertakes to provide truthful and up-to-date information in all contact and booking forms; not to make false or fraudulent bookings; and to use the website in accordance with the law, morality, public order and these General Terms and Conditions of Contract. The PROVIDER reserves the right to cancel any suspicious transaction without prior notice.

8. USER RESPONSIBILITIES

The USER undertakes to use the room and the establishment’s facilities diligently and respectfully. Any inappropriate, offensive or illegal conduct, or conduct that disturbs the peace of other guests, may result in immediate expulsion from the establishment without entitlement to any refund.

It is expressly prohibited to use the accommodation for parties or activities that generate noise; to occupy it with more people than its stated maximum capacity; to hang towels or clothing from balcony railings; or to make unreasonable use of water and electricity supplies.

The USER is responsible for the proper conduct of all guests included in their booking and for any direct or indirect damage resulting from misuse of the accommodation.

The PROVIDER offers free Wi-Fi access at its establishments. The USER undertakes not to use this network to reproduce, distribute or communicate copyright-protected content without the appropriate authorisation.

9. ONLINE REVIEWS AND SATISFACTION SURVEYS

After the stay, the PROVIDER may invite the USER by email to share an opinion about their experience. Participation is voluntary and is intended to improve the service and assist future guests.

Comments and opinions published by the USER on online review platforms must be based on real experiences and contain truthful, objective and respectful information. The PROVIDER reserves the right to take appropriate legal action against any review that:

Is false, misleading or defamatory.

Infringes the fundamental rights of third parties.

Contains offensive, discriminatory or inappropriate language.

The USER acknowledges that, by publishing content related to their stay, they grant the PROVIDER a non-exclusive, royalty-free and transferable licence to use, reproduce, modify, adapt, publish or distribute that content, in any format or medium, for promotional and commercial purposes.

The PROVIDER may use these comments on its website, social media, advertising materials or other communication channels, while respecting the integrity of the content and the USER’s rights.

10. PERSONAL DATA PROTECTION

In compliance with the GDPR and the LOPDGDD, we inform you that the personal data supplied during the booking process will be processed by the PROVIDER for the purpose of managing the contractual relationship and providing the accommodation service. For further information about the processing of your data, recipients, retention periods and the exercise of your rights, please consult our Privacy Policy.

Information about communication tools: By contacting the PROVIDER through the website chatbot or WhatsApp, the USER accepts that their data (name, telephone number and message content) will be processed in order to respond to their enquiry. The USER is requested not to share sensitive information (bank details or copies of identity documents) through these channels.

11. COMPLAINTS

Any complaint the USER wishes to make will be dealt with as quickly as possible through the following channels:

Telephone: 614 259 017

Email: reservas@alorahoteles.com

Contact form: https://www.alorahoteles.com/contacto-faq/

In accordance with Regulation (EU) No 524/2013, we inform you that the European Commission has made an online dispute resolution (ODR) platform available to consumers at: https://ec.europa.eu/consumers/odr/

12. PROVIDER’S LIABILITY

The PROVIDER reserves the right to relocate customers, in whole or in part, to another establishment of an equivalent category solely and exclusively when the booked room is unavailable for reasons attributable to the hotel (overbooking). In such cases, any additional transfer costs or difference in rates between the two establishments will be borne by the PROVIDER at no cost to the customer

In the event of force majeure or unforeseen circumstances beyond the hotel’s reasonable control that prevent the contracted service from being provided (for example, natural disasters, pandemics, government decisions, power cuts or similar events), the PROVIDER will be exempt from any obligation or liability for non-performance. Nevertheless, where possible, the hotel will attempt to relocate guests to an establishment of an equivalent category at no additional cost. The PROVIDER will not be liable for:

Damage caused by interruptions, viruses or system failures beyond its reasonable control.

Inaccuracies in information supplied by third parties.

Contractual breaches caused by force majeure.

13. FAILURE TO PERFORM THE DISTANCE CONTRACT

If the contract cannot be performed because the accommodation is unavailable within the expected 30-day period, the USER will be informed of the lack of availability and will be entitled to cancel the booking and receive a full refund of the amount paid, at no cost, without the PROVIDER thereby incurring liability for damages.

If the PROVIDER unjustifiably delays refunding the full amount, the USER may claim twice the amount owed, without prejudice to the right to compensation for any loss or damage exceeding that amount.

The PROVIDER will accept no liability when the service cannot be activated because the information supplied by the USER is false, inaccurate or incomplete.

14. AMENDMENT OF THE GENERAL TERMS AND CONDITIONS

The PROVIDER reserves the right to amend, update or delete these General Terms and Conditions at any time. Any amendment will take effect upon publication on the official website. In the event of substantial changes affecting bookings that have already been confirmed, the PROVIDER will inform the customer using the contact details provided.

15. APPLICABLE LAW AND JURISDICTION

These General Terms and Conditions are governed by Spanish law, in particular Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users (TRLGDCU), and Law 34/2002 of 11 July on Information Society Services and Electronic Commerce (LSSI-CE).

For the resolution of any dispute, the parties submit to the Courts and Tribunals of the city of Madrid, unless mandatory law provides otherwise (as in the case of consumers and users, who may bring proceedings before the courts of their place of residence).