General Terms and Conditions of Booking – Alora Hotels

Last Update Date 01/05/2025

This contractual document shall govern the booking of accommodation through the website, owned by ALORA GESTION HOTELERA, S.L., under the commercial brand, hereinafter referred to as PROVIDER, whose contact details are also provided in the Legal Notice of this Website.

These Terms and Conditions will remain published on the website for the USER to reproduce and save as confirmation of the contract, and may be modified at any time by the PROVIDER. It is the USER’s responsibility to read them periodically, as those in effect at the time of placing orders will apply.

Contracts shall not be subject to any formality except in cases expressly provided in the Civil and Commercial Codes and in this or other special laws.

Acceptance of this document implies that the USER:

• Has read, understands, and comprehends what is set forth herein.
• Is a person with sufficient capacity to contract.
• Assumes all obligations set forth herein.

These conditions shall remain valid indefinitely and shall apply to all bookings made through the PROVIDER’s website.

The PROVIDER informs that it is responsible and aware of the current legislation of the countries to which it offers its services and reserves the right to unilaterally modify the conditions, without affecting goods or promotions previously contracted before the modification.

 
Identity of the Contracting Parties

On one side, the PROVIDER of the accommodation booking service contracted by the USER is ALORA GESTION HOTELERA, S.L., with registered office at C/ Arte 21, 3º C – Madrid – 28033 (Madrid), Tax ID B72397680, customer/USER service phone 614 259 017, and email reservas@alorahoteles.com
.

On the other side, the USER, responsible for the accuracy of the personal data provided to the PROVIDER.

 
Object of the Contract

This contract aims to regulate the contractual relationship between the PROVIDER and the USER at the moment the latter accepts, during the online booking process, by phone, email, or in person at our establishments, the hotel and tourist accommodation reservation. These terms do not apply to bookings made through third parties or external platforms, which will be subject to the terms established by such intermediaries.

 
Services Offered

The PROVIDER offers hotel and tourist accommodation through its hotels and apartments. Bookings can be made through the official website, authorized distribution channels, or directly at reception. The service includes only accommodation, unless the inclusion of additional services (such as breakfast, parking, etc.) is explicitly indicated in the selected rate.

The services offered are subject to availability at the time of booking. The PROVIDER reserves the right to modify, without prior notice, the characteristics or conditions of its services, without affecting already confirmed bookings.

 
1. Booking Procedure

To access the accommodation services offered by the PROVIDER, the USER must meet the following requirements:

• Be of legal age and have the legal capacity to contract.
• Provide personal data freely and voluntarily as requested, which will be processed in accordance with Regulation (EU) 2016/679 of April 27 (GDPR), and Organic Law 3/2018 of December 5 (LOPDGDD), as detailed in the Legal Notice and the Privacy Policy of the PROVIDER’s website.

By making a booking with the PROVIDER, the USER expressly accepts these legal conditions. Any stipulation made by the USER that differs from those established by the PROVIDER shall be null, except by prior written agreement between both parties.

Booking and Availability

Staying at the PROVIDER’s establishments requires a confirmed prior booking. In the event of arrival without a reservation, accommodation will be subject to availability and the applicable rate conditions at that time.

The USER may make bookings through the following channels:

• The PROVIDER’s official website.
• Directly at reception.
• By phone.
• By email.

 
Rates and Booking Types

Rates applied will be those in effect at the time of booking and will be clearly displayed before confirmation. The PROVIDER may offer different types of rates, including:

• Refundable Rates: Allow modifications and cancellations according to the established cancellation policy.
• Non-Refundable Rates: Do not allow changes or refunds.
• Promotions and Offers: Are subject to the specific conditions indicated in each case.

Group Bookings: Bookings of more than 4 rooms will be considered group bookings and may be subject to special guarantee, cancellation, prepayment, or additional supplement conditions, depending on the offer and availability at the time of request. These conditions will be informed and confirmed individually.

Booking Procedure on the Website

1. Accommodation Selection: The USER selects the stay dates, room type, and number of guests.
2. Rate and Additional Services Selection: The USER may add services such as breakfast, parking, or other extras, and review the applicable conditions.
3. Data Entry: The USER must enter personal and payment details.
4. Verification: The USER must review all booking details before proceeding.
5. Acceptance of Conditions: The USER must read and accept both these General Terms and Conditions and the specific conditions of the selected rate.
6. Confirmation: The USER must validate and confirm the booking.

2. Reservation Confirmation and Guarantee

The USER will receive an immediate confirmation email from the PROVIDER, confirming that the reservation has been correctly registered in the PROVIDER’s system. If the USER does not receive this email within 24 hours, they must contact the PROVIDER’s reservations team via the contact form on the website, by calling the customer service number (614 259 017), or by writing to: reservas@alorahoteles.com.

Guaranteed Reservation

The reservation will be considered guaranteed only once payment has been received in the case of non-refundable rates, or once the credit card has been validated as a guarantee for refundable rates. Once the reservation has been confirmed, the USER will receive a confirmation email with the details of their booking, including a link to manage it online (modify or cancel).

Providing these details does not imply an immediate charge for the stay, but authorises the PROVIDER to charge the amount in the following cases:

• No Show: If the USER fails to appear without cancelling the reservation according to the applicable policy.
• Late Cancellation: For refundable rates, if the cancellation is made outside the permitted period (48 hours prior to the arrival date).

If the confirmation email is not received within a reasonable period after completing the booking process, the USER must contact the reservations team through the contact form on the website, by calling the customer service number (614 259 017), or by writing to: reservas@alorahoteles.com.

3. Prices

The prices of rooms and accommodation services offered by the PROVIDER are displayed clearly and transparently on the official website https://alorahoteles.com. Prices are calculated based on the number of people, room type, selected dates and chosen hotel.

The applicable prices for each property are those published on the website and are expressed in EURO. The USER acknowledges that the economic valuation of some services may vary in real time. Prices may change daily until the reservation is completed.

All indicated prices include VAT and any other applicable taxes, except for the tourist tax, which shall be paid directly at the hotel upon check-in if required by local, regional or national regulations. If local regulations establish a tourist tax, the amount and conditions will be communicated to the USER during the booking process and must be paid upon check-in.

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

Any legal change affecting the applicable tax rate (such as VAT or other taxes) will be automatically applied to the final price at the time of invoicing the stay.

Best Price Guarantee

The PROVIDER guarantees the USER the best available rate on its official website. If the USER finds a lower rate on another website for the same conditions (hotel, room type, dates, number of guests and cancellation terms), the PROVIDER will match that rate under the following conditions:

• From the official website: If the USER, after making their reservation, finds a lower price on https://alorahoteles.com under the same conditions up to 72 hours before check-in, the rate will be matched.
• From other websites: If the USER finds a lower price on another website within 24 hours after making the reservation and up to 72 hours before check-in, the rate will also be matched.

The best price guarantee does not apply to rates that include promotions, additional commercial discounts, or private rates.

Claim Process: The USER must contact the PROVIDER via the contact form available on the website, indicating the affected hotel and providing evidence of the lower price found. The reservations team will respond within a maximum of 72 business hours. If the claim is validated, the PROVIDER will match the rate and, if applicable, refund the difference using the same payment method used for the booking. Prices may vary according to demand, season or local events.

4. Payments

Online payment will be made by credit/debit card (Visa, MasterCard, Maestro, JCB and Union Pay International) through a secure payment system. The USER will be asked to provide the card number, expiry date and security code (CVV). The cardholder must be one of the guests staying. In the case of reservations for multiple guests, the cardholder making the booking must be included among the guests.

Payments or guarantees using American Express or Diners Club cards are not accepted.

Any irregularity in payment or attempted fraud (even if payment has already been made) may result in the immediate cancellation of the reservation without prior notice and without the right to a refund, without prejudice to any legal action the PROVIDER may pursue.

Once the reservation has been confirmed, the USER will receive a confirmation email with the corresponding receipt. For “non-refundable” bookings, the cardholder’s signature may be requested upon arrival.

The booking confirmation constitutes a binding contract between the parties, whose conditions are set out both in the confirmation itself and in these General Terms and Conditions of Contract.

Every payment made entails the issuance of an invoice under consent (Art. 63.3 RD 1/2007) in the name of the registered USER or the business entity provided at the time of booking. This invoice will be sent electronically to the email address provided during booking, once the stay has ended. If the USER wishes to receive a printed copy, they must request it expressly at reception during their stay.

In accordance with Law 11/2021 and Article 7 of Law 7/2012, cash payments equal to or exceeding 1,000 euros are not permitted when either party acts as a business or professional. This limit is raised to 10,000 euros if the payer is an individual without tax residence in Spain who does not act as a business or professional.

For legal purposes, “cash” is defined as per Article 34.3 of Law 10/2010 of 28 April, on the prevention of money laundering and terrorist financing.

An invalid credit card will automatically result in the cancellation of the reservation, in accordance with the provisions for irregular or fraudulent payments.

• Online payment: via secure bank card. For non-refundable rates, the charge will be made immediately.
• Payment at the hotel: according to the rate. A pre-authorisation may be required as a guarantee.
• Group bookings: may require advance payment and will be subject to specific conditions.

In the event of non-payment or card rejection, the reservation may be automatically cancelled. The PROVIDER accepts no responsibility for errors in the payment process caused by the USER, such as incorrect data, insufficient funds or restrictions imposed by the issuing bank.

Security Measures

The website uses information security techniques generally accepted in the industry, such as SSL, data entry on secure pages, firewalls, access control procedures and cryptographic mechanisms, all designed to prevent unauthorised access to data. To achieve these objectives, the USER agrees that the PROVIDER may obtain data for the corresponding authentication of access control checks.

The PROVIDER undertakes not to permit any transaction that is or may be considered illegal by credit card brands or the acquiring bank, and which could damage or negatively affect their reputation.

The following activities are prohibited under card brand programmes: the sale or offer of a product or service that does not comply with all applicable laws for the Buyer, Issuing Bank, Merchant, or Cardholder.

5. Cancellations (Right of Withdrawal) and Modifications

The USER has the same rights and deadlines to proceed with the cancellation and/or claim for any defects or faults that the reservation may present, whether made online or offline.

All cancellations must be communicated to the PROVIDER through one of the following means:

• Via the link provided in the reservation confirmation email.
• By email: writing to reservas@alorahoteles.com and indicating the reservation number.
• By telephone: contacting the relevant hotel directly.

In the case of a refund, the USER may be subject to the following penalties:

Refundable Rates:

• Reservations may be cancelled without penalty up to 48 hours prior to the arrival date.
• If the reservation is cancelled within 48 hours before arrival, 100% of the total stay will be charged.
• If applicable, refunds will be made using the same payment method used for the reservation, within a maximum of 7 business days.

Non-Refundable Rates:

• No changes, cancellations or refunds are permitted under any circumstances.
• The total amount will be charged at the time of booking and is non-refundable.
• Promotions and Offers: Reservations made under promotional or discounted rates will be subject to the same cancellation terms as the applicable rate.

Extension of Stay: Any extension must be requested at reception before 12:00 on the day of departure. Acceptance will be subject to availability and must be paid immediately to confirm the extension. Modifications will be subject to availability and rate adjustments.

In cases of force majeure (e.g., water damage, fire, etc.), the PROVIDER will replace the reserved accommodation with another of similar characteristics. If no accommodation is available, the PROVIDER will refund the full amount paid.

Security Deposit: There will be no formal security deposit. However, if physical damage occurs in the room/apartment caused by the USER, the PROVIDER reserves the right to contact the USER by phone and/or email to inform them of the incident and, after notification, charge the corresponding amount directly to the card registered with the booking.

6. No Show

In the event of a no-show without prior notice, the PROVIDER will charge 100% of the total amount of the booked stay, unless otherwise stated in the specific conditions of the contracted rate.

This condition will also apply to reservations made under promotions, discounts or special offers, which will likewise be subject to the same penalty in the event of a no-show.

7. Claims

Any claim that the USER deems appropriate will be handled as quickly as possible and may be submitted through the following contact details:

Telephone: 614 259 017

Email: reservas@alorahoteles.com

If, during the stay, any malfunction occurs in the facilities or electrical appliances, the USER must immediately inform the PROVIDER to resolve these issues as soon as possible.

8. Jurisdiction

The USER may not assign, transfer or transmit the contracted rights, responsibilities, or obligations.

If any provision of these conditions is considered null or unenforceable, the validity, legality and enforceability of the remaining provisions shall not be affected or modified in any way.

The USER declares that they have read, understood, and fully accepted these General Terms and Conditions.

9. General Offer Details

All commercial information, communications, and promotions published on the website are for informational purposes only and shall not constitute binding offers on the PROVIDER until the USER completes the booking process.

Promotional offers and discounts are subject to availability and may vary depending on the period, demand, or specific campaigns. Once the reservation is confirmed, any subsequent price reduction will not be applied retroactively.

Promotional codes issued by the PROVIDER are for personal and non-transferable use and must be applied during the booking process to be valid. No discounts may be applied after a reservation has been confirmed.

The PROVIDER reserves the right to modify or cancel offers without prior notice, while always respecting reservations made under the conditions in effect at the time of confirmation.

Photographs and descriptions of rooms, apartments, and facilities are representative and may show decorative variations or layouts that differ slightly from the final accommodation.

10. Stay Process

Check-in:

• From 15:00 on the day of arrival. Early check-in may be possible upon request, subject to availability.
• Guests must present a valid ID (DNI, passport, or NIE) for all occupants upon arrival.

Check-out:

• Until 12:00 on the day of departure. Late check-out must be requested at reception and will be subject to availability and an additional charge.

Cleaning and Maintenance:

• Daily cleaning service is included in the rate, unless otherwise stated.
• Bed linen and towels are changed every three nights or as per the establishment’s policy.

Occupation:

• The number of people staying may not exceed the maximum capacity indicated in the booking confirmation.
• Children aged 2 or under can stay free of charge using existing bedding or a cot, if requested in advance.

Pets:

• Pets are not allowed, except for guide dogs or assistance animals, provided the relevant certification is presented.

Smoking Policy:

• Smoking is strictly prohibited inside rooms and communal indoor areas.
• Failure to comply may result in an additional cleaning charge of up to €150.

Damage or Loss:

• The USER will be responsible for any damage caused to the accommodation or its contents during their stay.
• The PROVIDER will not be responsible for the loss or theft of personal belongings not deposited in the safe.

11. Guest Responsibilities

The USER and accompanying guests must respect the internal rules of the establishment, as well as coexistence and courtesy standards towards other guests and staff.

The PROVIDER reserves the right to terminate the stay immediately and without refund in the event of:

• Disturbances, inappropriate behaviour, or acts that endanger the safety or well-being of others.
• Exceeding the authorised occupancy of the accommodation.
• Intentional damage to the facilities.

The USER is responsible for maintaining the room or apartment in proper condition and for returning the keys or access cards upon check-out.

In the event of loss, a replacement fee of €10 per key or card may apply.

12. Online Reviews and Ratings

After completing their stay, the USER may receive an email invitation to leave a review. The USER agrees that their comments may be published on the PROVIDER’s website and on social media, provided they are truthful, relevant, and respectful.

The PROVIDER reserves the right to moderate or remove comments that contain offensive, false, or defamatory content, or that violate privacy or the law.

Reviews may be used for marketing purposes, quality improvement, or guest satisfaction analysis.

13. Force Majeure

The PROVIDER shall not be held liable for delays or failures in the performance of its obligations when such failures arise from causes beyond its reasonable control, including but not limited to: natural disasters, wars, acts of terrorism, strikes, government restrictions, energy or telecommunications failures, epidemics or pandemics, or any other events classified as force majeure under Spanish law.

In such cases, the PROVIDER may suspend or cancel the reservation without liability and, where applicable, refund the amounts paid by the USER, without the right to additional compensation.

14. Privacy and Data Protection

In accordance with the provisions of Regulation (EU) 2016/679 (General Data Protection Regulation – GDPR), Organic Law 3/2018 of 5 December on the Protection of Personal Data and Guarantee of Digital Rights, and other applicable regulations, the PROVIDER informs the USER that the personal data provided during the booking process will be processed under the following conditions:

Data Controller:
ALORA HOTELES, S.L.
Registered office: Mérida (Badajoz), Spain.
Email: reservas@alorahoteles.com

Purpose of Processing:

• To manage the booking and the accommodation contract.
• To send booking confirmations, receipts and communications related to the stay.
• To manage billing and accounting obligations.
• To send satisfaction surveys or commercial communications, if expressly authorised by the USER.

Legal Basis:

• Execution of a contract to which the data subject is a party.
• Legal obligations applicable to the PROVIDER.
• Legitimate interest in improving services and guest satisfaction.
• Consent of the USER, in the case of commercial communications.

Retention Period:
Data will be retained for the duration of the contractual relationship and for as long as necessary to comply with legal obligations or resolve potential claims.

Recipients:
Data may be communicated to:

• Public authorities or administrations in compliance with legal obligations.
• Third-party service providers (e.g., payment gateways, IT support, or email systems) under confidentiality agreements and within the European Economic Area (EEA).

Rights:
The USER may exercise their rights of access, rectification, erasure, restriction of processing, objection, and portability by writing to reservas@alorahoteles.com, indicating “Data Protection” in the subject line, and providing a copy of an identity document.

If the USER believes their rights have not been respected, they may file a complaint with the Spanish Data Protection Agency (AEPD): www.aepd.es.

15. Cookies

The PROVIDER uses cookies for technical, analytical, and personalisation purposes, in order to improve the user experience and the functioning of the website.

For detailed information on the use, management, and configuration of cookies, the USER should consult the Cookies Policy available on the PROVIDER’s website.

16. Applicable Law and Jurisdiction

These General Terms and Conditions shall be governed and interpreted in accordance with Spanish law.
Any dispute arising from their interpretation or execution shall be submitted to the competent courts of the USER’s place of residence when acting as a consumer, or, in any other case, to the courts of Badajoz (Spain).

If any provision of these Terms and Conditions is declared null or unenforceable, the remaining provisions shall remain in full force and effect.