GENERAL TERMS AND CONDITIONS OF UNIVERSAL HOLIDAY CENTRE (UHC)

1. BOOKING PROCESS

You can book holiday accommodation with UHC in two ways:

• ONLINE: Quickly and securely through our website, www.universalholidaycentre.com.
• TELEPHONE / WHATSAPP: +34 977 353 010. This option is only available for bookings made less than 48 hours before the arrival date.

2. PAYMENT METHODS

At the time of booking, UHC will require payment of 40% of the total amount. Payment can be made in two ways:

• ONLINE: 100% securely and in accordance with applicable data protection regulations.
• BANK TRANSFER: You will have 2 days to send us proof of payment. UHC does not cover any transaction fees. If we do not receive proof of payment, the booking may be automatically cancelled.

For bookings made 10 days or less before the arrival date, payment must be made online.

3. CHECK-IN / REGISTRATION

• Online check-in must be completed in advance and no later than 5 days before arrival. The details of all guests staying in the accommodation, including children, must be provided, and the outstanding balance of the booking, the security deposit and the tourist tax must be paid online.
• All guests over the age of 14 must register by completing a specific form that we will provide to the booking holder before the start date of the rental period.
• This form must be completed either in advance or when the keys are handed over to the guest who is the holder of the rental agreement signed during the guest registration process.
• If this obligation is not fulfilled, as established by Royal Decree 933/2021 of 26 October, which sets out documentary registration and information obligations for individuals or legal entities engaged in accommodation and motor vehicle rental activities, the keys will not be handed over and access to the accommodation will not be permitted.

4. KEY COLLECTION

Keys must be collected exclusively from the UHC office located at Avenida del Batlle Pere Molas 3, 43840 Salou.

Key collection times:

• Between 03/11/2025 and 27/03/2026: Monday to Friday from 16:00 to 17:00 (2).
• Between 28/03/2026 and 01/11/2026: every day from 16:00 to 19:00 (1).
• Between 02/11/2026 and 18/12/2026: Monday to Friday from 16:00 to 17:00 (2).

(1) Arrivals after 19:30

Applicable during the following period:

• Between 28/03/2026 and 01/11/2026.

An additional charge of €50 applies. Keys are handed over between 16:00 and 19:00, although a 30-minute grace period is provided until 19:30.

If you are unable to arrive before 19:30, you must inform us when making your booking. In the event of an unforeseen delay, you must notify us as soon as possible and no later than 19:00 on the day of arrival.

The keys will be collected from a secure key box with a confidential code located outside our office. If UHC has not been informed of the late arrival and/or online check-in has not been completed, UHC cannot guarantee access to the accommodation.

The office will close at 19:30 until the next working day. The guest will therefore be required to find alternative accommodation for the first night, with no entitlement to a refund. Keys may be collected on the next working day during the office's normal opening hours.

Keys will only be placed in the secure key box if the online check-in process has been fully completed, including all mandatory payments. If any stage remains incomplete, Universal Holiday Centre cannot guarantee access to the keys.

The additional €50 charge covers the extra administrative procedures required to manage your booking and key collection, as well as having a member of staff on telephone standby to assist you in the event of any issue upon arrival.

A third party may also collect the keys on your behalf, at no additional charge and during office opening hours, provided that this arrangement has been communicated in advance and expressly confirmed by UHC.

(2) Arrivals after 17:00

Applicable during the following periods:

• Between 03/11/2025 and 27/03/2026.
• Between 02/11/2026 and 18/12/2026.

If you are unable to arrive before 17:00, you must inform us when making your booking. In the event of an unforeseen delay, you must notify us as soon as possible and no later than 17:00 on the day of arrival.

The keys will be placed in a secure key box with a confidential code located outside our office. If UHC has not been informed of the late arrival and/or online check-in has not been completed, UHC cannot guarantee access to the accommodation.

The office will close at 17:00 until the next working day. The guest will therefore be required to find alternative accommodation for the first night, with no entitlement to a refund. Keys may be collected on the next working day during the office's normal opening hours.

5. CONDUCT AND RULES IN THE ACCOMMODATION

• The booking holder is responsible for the proper conduct of all occupants. The accommodation may not be sublet, shared, assigned or resold, nor may it be used for commercial purposes. If UHC suspects that activities are taking place which breach applicable law, our guidelines, public order or peaceful coexistence, UHC shall have the right to enter the accommodation to investigate. If the suspicion is confirmed, UHC shall have the right to terminate the agreement and immediately evict the person or persons concerned from the accommodation without refunding the rental amount.
• Our accommodation is located in residential areas, and therefore both general rules and the specific rules of each residential community must be respected. Failure to comply may result in the security deposit being withheld or eviction without compensation, pursuant to Article 39 bis of Law 13/2002 of 21 June on Tourism.
• The maximum occupancy of the accommodation, including children, must never exceed the number expressly authorised by UHC. Occupancy means overnight stays in the accommodation. Although visitors are permitted, visits must be occasional and must not involve excessive or continuous use of the facilities and/or utilities of the accommodation, building or complex. For example, if one family (A) rents accommodation without a swimming pool and another family they know (B) rents accommodation with a swimming pool during the same period, family (A) is not permitted to access family (B)'s complex every day to use the swimming pool. Although they may visit on one or two isolated occasions, family (A) may not regularly use the swimming pool facilities.
• Quiet hours and the opening hours of swimming pools and other facilities established by each residential community must be respected. Any type of noise or music is prohibited during these hours.
• Smoking is not permitted inside the accommodation.
• Children must always be accompanied by adults and remain under their responsibility. Universal Holiday Centre accepts no liability in the event of an accident.
• Pets: If you wish to travel with your pet, you must inform UHC before booking and confirm that pets are permitted in the chosen accommodation, as well as the applicable conditions. Pets must always be kept under control, and dogs must not be left confined on terraces or patios. Although some properties do not accept pets, we cannot guarantee that animals have never previously been present in them and therefore accept no responsibility for possible allergies. Guests are advised to familiarise themselves with local regulations for their own safety and that of others. If a pet is found to have been brought into the accommodation without express authorisation, a minimum penalty of €100 will apply.
• Awnings: Unless expressly stated otherwise, and even if shown in photographs of the accommodation, our experience over the years has shown that awnings are frequently damaged, which may result in costly repairs and unnecessary disruption during a guest's stay. For this reason, we have decided to disable them for use and apologise for any inconvenience this may cause.
• Internet/Wi-Fi: Available only where expressly stated in the accommodation description. In some complexes, the network is communal and available only in certain areas, meaning that coverage inside the accommodation may not be available. Internet access is a complimentary service intended for uses that do not involve high data consumption. This service has not been taken into account when determining the price of the accommodation, and therefore claims cannot be made due to connection speed or lack of connectivity. Where Wi-Fi is not expressly stated as being available, an optional portable router service may be available for an additional daily charge. In certain areas of the Costa Dorada, coverage may be insufficient to provide this service; guests will be informed of this if they enquire. In such cases, the guest may cancel the service and receive a proportional refund for the unused period.
• Guests are responsible for paying any costs arising from lost keys and any resulting replacement of the lock. Leaving keys inside the accommodation and requiring staff to travel to the property will incur an additional charge.
• Water, electricity and air conditioning must be used moderately and responsibly. When the air conditioning is operating, doors and windows must remain completely closed. When leaving the accommodation for an extended period (half a day or a full day), guests are requested to switch off the air conditioning and lights. It only takes a few minutes to cool an accommodation. The installation or use of portable air-conditioning units, heaters or other devices that significantly increase water, gas or electricity consumption is strictly prohibited without UHC's prior authorisation.
• As part of our commitment to the environment and to meeting our guests' needs, we have implemented measures to reduce the use of plastics in our properties. We therefore do not provide soap or single-use hygiene products. Upon arrival, you will find a basic cleaning kit for the first few days, one complimentary roll of toilet paper per bathroom, and reusable cleaning equipment such as brushes and mops to help you keep the accommodation in suitable condition during your stay. Furthermore, in order to minimise our environmental footprint, we do not provide food products such as oil or salt. We recommend bringing your own supplies or purchasing local and sustainable products, thereby also supporting the local community.
• Personal belongings may not be stored in communal areas.
• Towels or other items must not be hung over terrace railings.
• Parking: If the accommodation includes parking, the designated parking space must be used. Please check with us in advance if your vehicle is particularly high or wide. UHC is not obliged to provide an alternative parking space if your vehicle does not fit, if there is insufficient space to enter or exit comfortably, if it causes inconvenience to another vehicle, or if the space is occupied by a third party, although we will do everything reasonably possible to resolve the situation. Our accommodation does not have electric vehicle charging points, and charging an electric vehicle from a conventional electrical socket is prohibited, as this may cause overheating, damage to the electrical installation or even fire.
• Barbecues: Prohibited unless the accommodation is equipped with one and its use is expressly authorised.
• Swimming pools: Guests must shower before using the swimming pool. Shampoos, soaps, violent games, inflatable mattresses, floats and inserting objects into the lawn are not permitted.
• Some accommodation may contain cupboards or even rooms that are locked and used to store the owner's belongings. These areas are not included among the spaces advertised. All other equipment and areas may be used freely.

6. CHECK-OUT / DEPARTURE

• All accommodation must be vacated no later than 10:00. If you wish to leave later, you must ask our staff whether a late check-out is possible and whether an additional charge applies. This service is subject to availability and must be requested no later than the day before the scheduled departure date.
• As a general rule, all keys must be left on the living-room table, and guests need only close the door when leaving. For certain accommodation, guests may be asked to lock the door and leave the key in a key box located at the property.
• We can store your luggage free of charge at our office on the day of arrival and the day of departure, during office opening hours only.
• The accommodation must be left in a reasonable condition. Although a professional cleaning team attends the property after every guest, guests are responsible for leaving the accommodation in a minimum standard of cleanliness that does not require deep cleaning. Bed linen and towels do not need to be washed. A final cleaning service may be booked; please ask us in advance for the applicable price. This covers the general cleaning of the accommodation after departure. However, this service does not exempt guests from basic departure obligations, such as removing rubbish, not leaving food remains behind, leaving crockery clean, emptying the dishwasher and cleaning the oven or barbecue, where applicable. Failure to comply with these obligations may result in deductions from the security deposit.

7. SECURITY DEPOSIT

A security deposit is mandatory for all accommodation. The security deposit serves as a guarantee for UHC and the property owner and is intended to cover, among other things, damage, breakages or any damage to the accommodation or its facilities that does not result from normal use and wear and tear, inadequate final cleaning, failure to comply with the accommodation rules, or costs arising from extraordinary and unjustified consumption of utilities.

The security deposit must be paid exclusively by bank card 5 days before arrival, and the refund will be processed between 7 and 10 days after departure. The amount of the security deposit depends, among other factors, on the size of the accommodation and its facilities. The applicable amount is stated on our website and displayed before the booking is finalised.

The security deposit will be refunded no later than 10 days after the end of the rental period. If, exceptionally, we need to retain part or all of the deposit, you will be duly informed and the relevant amount will be deducted before the balance is refunded. If the amount claimable exceeds the security deposit, we reserve the right to claim the difference.

8. CANCELLATION AND AMENDMENT POLICIES

Cancellations

• All bookings are subject to a non-refundable €35 administration fee.
• Our rates may be cancelled without any additional penalty, except for the €35 administration fee and bookings for luxury villas. Cancellation may be made up to 15, 30 or 42 days before the arrival date, depending on the accommodation and dates booked. Please review the specific conditions during the booking process.
• Cancellations must be notified by email to info@universalholidaycentre.com.
• In the event of an unexpected early departure before the end of the stay, no refund will be provided.
• If your booking was made through an external platform (Booking, Airbnb, TripAdvisor, etc.), that platform's cancellation policies will apply and the booking may only be cancelled through that platform. In the event of a no-show without prior cancellation, no refund will be due.
• UHC accepts no responsibility for losses resulting from the absence of passports, visas or other necessary documentation.
• These terms fall within the exclusions from the right of withdrawal pursuant to Articles 101, 97.1.i and 103 of Royal Legislative Decree 1/2007 of 16 November.

Amendments

• The booking holder may request an amendment to the booking, provided that it is possible and authorised by UHC.
• Amendments must be requested by email at info@universalholidaycentre.com.
• Changes are not accepted for accommodation booked under special rates or offers. In all cases, amendments will only be valid for dates falling within the current season.
• Each amendment will entail, where applicable, payment of the corresponding price difference, together with a €35 administration fee.

9. SUBSTITUTION OR CANCELLATION BY UHC

• In the event of force majeure or non-renewal of the management agreement with the property owner, UHC may cancel bookings for stays affected by such circumstances. In such cases, the guest will be offered alternative accommodation of similar characteristics or, failing that, a full refund of all amounts paid.
• Groups of young people: UHC primarily manages holiday accommodation for families and couples. Groups of young people must expressly declare this when making a booking. Unless otherwise expressly stated in the accommodation description, a group of young people is understood to mean a group consisting predominantly of at least 3 people under the age of 21. However, the age limit may be higher for certain types of accommodation, in which case this will be stated in the relevant description. If the booking concerns a group of young people and UHC has not expressly authorised it, the booking may be cancelled without refund. Accommodation listings expressly state whether groups are accepted.
• UHC reserves the right not to accept a booking request or to cancel it before the start of the stay where operational, contractual, availability, safety or force majeure reasons apply. In such cases, all amounts paid will be refunded in full unless an equivalent alternative is offered and accepted by the guest.
• As the accommodation may be offered simultaneously on other holiday rental platforms, and in order to avoid double bookings, UHC reserves the right to cancel the booking within 24 hours of the request, providing a full refund of all amounts paid, without additional compensation, or alternatively offering different dates or alternative accommodation.

10. COMPLAINTS

• Any damage or incident must be reported within a maximum of 24 hours of arrival. However, issues relating to cleanliness, inventory and/or bed linen or towels must be reported upon arrival or as soon as they are detected, so that they can be properly inspected and resolved. After this period, any damage may be attributed to the guest.
• Our cleaning staff inspect the accommodation after each stay. However, if you believe that anything may have been overlooked, please inform us as soon as possible so that we can assist you. Our aim is to ensure that guests fully enjoy their stay. If you experience any problem affecting your enjoyment of the accommodation, you must report it as soon as possible and in writing to info@universalholidaycentre.com.
• UHC must be given the opportunity to resolve any problem reported during the stay, and guests must take into account local circumstances and the reasonable time required to resolve it. As a general rule, a period of between 24 and 48 hours from notification of the incident will be considered reasonable, depending on its severity, and claims for compensation will not be accepted before this period has elapsed.
• Complaints submitted for the first time after the stay has ended will not be considered where the issue was not previously reported during the stay and UHC was not given a reasonable opportunity to inspect or resolve it.
• The guest authorises UHC staff and maintenance and cleaning personnel to enter the accommodation in order to carry out necessary repairs. If maintenance assistance has been requested and access is subsequently refused to personnel who have travelled to the accommodation, deductions may be made from the security deposit to cover the technician's call-out cost.
• Photographs used on our website are not contractual, and certain items, such as awnings, sun loungers, barbecues or decorative elements, may differ or may not be available for use upon arrival. Differences between the website description and photographs and the actual characteristics of the accommodation will not constitute grounds for cancellation, refunds or other claims against the company unless they significantly alter the nature of the accommodation. In this regard, please note that in certain complexes (Larimar, Novelty, Paradise Village, Ventura Park, Costa Linda, Riviera, etc.) the description expressly states that a “type” or “class” of accommodation is being booked rather than a specific unit. Consequently, certain secondary features or furniture/décor may vary slightly depending on the exact accommodation allocated, while the main advertised characteristics will remain unchanged. In such cases, special requests, such as a specific unit, view or floor, are not guaranteed and will always be subject to availability.
• All information on our website has been compiled from up-to-date information and every effort has been made to ensure its accuracy. However, there may be occasions when advertised equipment or facilities are changed or unavailable. Such situations may arise due to local circumstances, maintenance requirements, water shortages, unsuitable weather conditions, fuel shortages, power cuts or other circumstances beyond our control. If UHC is informed of such circumstances, we will endeavour to notify the guest as soon as possible, but cannot accept responsibility in such cases. Furthermore, certain local facilities or services, such as shops, restaurants, swimming pools, play areas or sports facilities, may not operate at all times throughout the year.

11. UHC SHALL NOT BE LIABLE IN THE FOLLOWING CIRCUMSTANCES

• Negligence or failure to provide services by third parties. Due to force majeure or unforeseen circumstances (health emergencies, widespread electricity or water outages, etc.), certain services may be affected. UHC shall not be liable for limitations affecting communal facilities (swimming pools, gyms, children's play areas, etc.) or utilities and services (electricity, water, internet, etc.).
• Direct or indirect damage resulting from misuse of the accommodation by the guest, fire, theft, accidents, adverse weather conditions or other causes beyond UHC's control. The proper use and enjoyment of the accommodation and associated facilities shall at all times remain the sole responsibility of the user.
• The absence or restriction of communal services, such as swimming pools, sports facilities or children's play areas, due to decisions made by the residential community or unforeseen circumstances. With regard to communal swimming pools (where available), the vast majority are seasonal and open only during the summer season. Standard dates are from 15/06 to 15/09, although these may vary depending on the complex. If you have any questions in this regard, please contact us in advance. This limitation does not apply to villas with private swimming pools.
• Disturbances such as noise or odours originating outside the boundaries of the accommodation or otherwise beyond UHC's control, including nearby building or construction works, noise from sports facilities or third parties such as restaurants, bars, nightclubs and/or neighbours, as well as odours from drainage systems, industrial activities, agricultural activities or hospitality businesses.
• Breakdowns of mechanical or electrical equipment, including washing machines, ceramic hobs, grills, ovens, toasters, refrigerators/freezers, air-conditioning units, pumps, boilers or swimming pool filtration systems, as well as furniture such as mattresses, furniture or cushions, or failures in public utilities such as water, gas and electricity. During your stay, we will do everything reasonably possible to ensure that repairs are attended to as soon as possible after notification. However, due to circumstances beyond our control, such as the need to order spare parts or the lack of availability of technicians or suppliers, immediate repairs may not be possible. In such circumstances, UHC will not accept liability and no refunds will be made for losses resulting from these breakdowns, such as food spoiled in refrigerators or clothing damaged by washing machines. If repairs cannot be carried out promptly, we will do everything reasonably possible to provide a replacement appliance, where possible.
• The occasional presence of insects or other animals in or around the accommodation may occur due to natural causes, particularly in certain areas and at certain times of year. If the guest reports such an issue during their stay, UHC will take reasonable measures available to it as soon as possible after notification. However, in some cases complete and immediate elimination may not be possible. In certain areas, insects such as mosquitoes, ants or cockroaches are common. Guests are advised not to leave food remains in the kitchen or on terraces and balconies, as this may attract insects. Guests are also advised to take rubbish out daily. Rubbish containers can be found near the accommodation.
• Deterioration in swimming pool water quality, where the accommodation includes such a facility, caused by natural phenomena such as wind, plants, insects, rain or sand, or by improper use of the swimming pool by guests, such as the use of sun creams and oils or lack of hygiene.
• Neither the owner of the rented property nor UHC shall be liable for damage or loss arising from the use of the property and its facilities, including damage, injuries, allergic reactions, accidents, losses, theft, property damage, natural disasters, vandalism, fires or any other incident occurring at the property. UHC accepts no responsibility for guests' personal belongings in the rented accommodation or for items lost or left behind after check-out. Personal belongings found in the accommodation will be kept at the UHC office for two weeks from the date they are found, provided that they can be stored safely and without deterioration. Under no circumstances will unstable or potentially dangerous items or food be stored. If an item has been found and claimed within this period, the guest may collect it personally or authorise a third party to do so. Under no circumstances shall UHC be responsible for returning the item to the guest at its own expense. Once the two-week period has elapsed, UHC will dispose of any uncollected items.
• As this is tourist accommodation, certain elements may show normal signs of use or wear and tear that do not affect their functionality and which, by their nature, cannot always be repaired between stays, such as minor marks or stains on walls and wear to certain fixtures, furniture or appliances. The guest accepts this circumstance as inherent to the nature and use of the rented accommodation.

12. OTHER PROVISIONS

• UHC recommends taking out travel insurance covering any unforeseen circumstances during your holiday, as our agency will assume that you have arranged your own policy. It is your responsibility to ensure that the cover purchased is adequate and sufficient for your needs. If you choose to travel without adequate insurance cover, we will not be liable for any loss which, by its nature, could have been covered by such insurance.
• We have provided all information on our website as accurately as possible. As these are privately owned holiday properties, information may be subject to change. We accept no responsibility for such changes or for errors in images or printing. Any commercial use, including partial or complete reproduction of commercial material, is prohibited.
• You can consult our privacy policy on our website to understand how we process your personal data. By providing us with your data, you consent to its processing in accordance with that policy.

By making a booking with UHC, you accept these General Terms and Conditions and the jurisdiction of the competent courts. If any clause or part of a clause in this document is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, without affecting the validity and enforceability of the remaining provisions of this agreement.

These terms and conditions were originally drafted in Spanish and subsequently translated. In the event of any discrepancy, doubt or inconsistency regarding any contractual clause, the Spanish version shall prevail and shall be the definitive version.