GENERAL TERMS AND CONDITIONS OF UNIVERSAL HOLIDAY CENTRE (UHC)

1. BOOKING PROCESS

You may book tourist accommodation with UHC in two ways:

• ONLINE: Quickly and securely through our website www.universalholidaycentre.com.
• TELEPHONE / WHATSAPP: +34 977 353 010 / +34 607 722 731. This option is only available for bookings made less than 48 hours before the arrival date.

2. METHODS OF PAYMENT

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

• ONLINE: In a 100% secure manner and in accordance with the applicable data protection regulations.
• BANK TRANSFER: You will have 2 days to send us proof of payment. UHC does not assume the costs of the transaction. If we do not receive such proof, the booking may be cancelled automatically.

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

3. CHECK-IN / REGISTRATION

• Online registration must be completed in advance and, at the latest, 48 hours before arrival. The details of all occupants of the accommodation, including children, must be provided, and the outstanding balance of the booking, the security deposit, the tourist tax and municipal surcharges must be paid online (The tourist tax and, where applicable, the applicable municipal surcharges shall be those legally in force according to the location of the accommodation, the category of the establishment, the age of the occupants and the date on which the charge becomes due).
• All guests over 14 years of age must register by completing a specific form which we will share with the booking holder before the start date of the rental period.
• If this obligation, established by Royal Decree 933/2021 of 26 October, which establishes documentary registration and information obligations for natural or legal persons carrying out accommodation and motor vehicle rental activities, is not fulfilled, 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 28/03/2026 and 01/11/2026: every day from 16:00 to 19:00  (1).
• Between 02/11/2026 and 19/03/2027: Monday to Saturday from 16:00 to 17:00 (2).
• Between 20/03/2027 and 01/11/2027: every day from 16:00 to 19:00 (1).
• Between 02/11/2027 and 31/12/2027: Monday to Saturday from 16:00 to 17:00 (2).

(1) Arrivals after 19:30

Applicable during the following periods:

• Between 28/03/2026 and 01/11/2026.
• Between 20/03/2027 and 01/11/2027

An additional charge of €50 applies. Key collection takes place from 16:00 to 19:00, but a 30-minute grace period is allowed, until 19:30.

If you are unable to arrive before 19:30, you must indicate this at the time of booking. In the event of unforeseen delays, you must inform us as soon as possible and, at the latest, before 19:00 on the day of arrival.

The keys will be collected from a lockbox with a confidential code located outside the office. If UHC is not informed of an arrival after office closing time and/or the online registration is not completed, UHC cannot guarantee access to the accommodation.

The office will close its doors at 19:30 until the next working day, and the guest will have to find alternative accommodation for that first night, with no possibility of a refund. The keys may be collected on the next working day during the office’s usual opening hours.

Keys will only be made available through a lockbox with a confidential code if the online check-in process, including all mandatory payments, has been fully completed. If any stage has not been completed, Universal Holiday Centre cannot guarantee access to the keys.

The additional charge of €50 covers the additional procedures required to manage your booking and the handover of the keys, as well as the fact that a member of staff remains on telephone duty in order to assist you in the event of any incident upon arrival.

 

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

 

(2) Arrivals after 17:00

Applicable during the following periods:

• Between 02/11/2026 and 19/03/2027.

• Between 02/11/2027 and 31/12/2027.

If you are unable to arrive before 17:00, you must indicate this at the time of booking. In the event of unforeseen delays, you must inform us as soon as possible and, at the latest, before 17:00 on the day of arrival.

The keys will be kept in a lockbox with a confidential code located outside the office. If UHC is not informed of an arrival after office closing time and/or the online registration is not completed, UHC cannot guarantee access to the accommodation.

The office will close its doors at 17:00 until the next day on which the office is open, and the guest will have to find alternative accommodation for that first night, with no possibility of a refund. The keys may be collected on the next day on which the office is open during the office’s usual 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 acts are taking place which breach current law, our guidelines, public order or peaceful coexistence, it shall have the right to access the accommodation in order to verify this. If the suspicion is confirmed, UHC shall have the right to terminate the contract and evict the person or persons concerned from the accommodation with immediate effect and without refunding the rental amount.
• Our accommodation is located in residential areas; therefore, the general rules and the specific rules of each community must be respected. Failure to comply may result in retention of the security deposit or eviction without compensation, pursuant to Article 39 bis of Tourism Act 13/2002 of 21 June.
• The maximum occupancy of the accommodation, including children, must never exceed that expressly authorised by UHC. Occupancy means staying overnight in the accommodation. Although visitors are permitted, such visits must be occasional and must not involve excessive or continuous use of the facilities and/or utilities of the accommodation and the building or complex. For example, if one family (A) rents accommodation without a swimming pool and another family of friends (B) rents accommodation with a swimming pool during the same period, family (A) is not permitted to access family (B)’s complex in order to use the swimming pool every day of their stay. Although they may visit them on one or two isolated occasions, family (A) is not permitted to make regular use of the swimming pool facilities.
• Quiet hours and the opening times for swimming pools and other facilities indicated by each community must be respected. Any type of noise or music is prohibited during those 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 responsibility 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 accommodation selected, as well as the applicable conditions. Pets must remain under control at all times and dogs must not be left confined on terraces or patios. Although some properties do not accept pets, we cannot guarantee that pets have never been present in them, and therefore we accept no responsibility for possible allergies. Guests are advised to familiarise themselves with local regulations for their own safety and that of third parties. If a pet is found to have been brought into the accommodation without express authorisation, a minimum penalty of €100 will apply in addition to the corresponding pet charge indicated on the website.
• Awnings: Unless expressly stated otherwise, and even if they appear in photographs of the accommodation, our experience over the years has shown that awnings are an item that is frequently damaged, which may lead to costly repairs and unnecessary disruption during the 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 if expressly indicated in the accommodation description. In some complexes, the network is communal and is only available in certain areas, so there may be no coverage inside the accommodation. The connection is a free service for uses that do not involve high data consumption. This service has not been taken into account when setting the price of the accommodation; therefore, no claim may be made in respect of speed problems or lack of connection. In accommodation where Wi-Fi availability is not expressly indicated, there is the option of hiring the service via a portable router, subject to an additional daily charge. In certain areas of the Costa Dorada, coverage may be insufficient to provide this service, and the guest will be informed of this if requested. In that case, the guest may cancel the service and recover the proportional amount corresponding to the unused period.
• The guest is responsible for paying the costs arising from loss of keys and any necessary replacement of the lock. Leaving the keys inside the accommodation where this requires staff to travel to the property will incur an additional charge.
• Water, electricity and air-conditioning must be used sparingly and responsibly. When the air-conditioning is operating, doors and windows must remain completely closed. In the event of a prolonged absence (half a day or a full day), please switch off the air-conditioning and lights. It takes only a few minutes to cool an accommodation. The installation of portable air-conditioning units, heaters or other devices that significantly increase the consumption of water, gas or electricity is strictly prohibited without prior authorisation from UHC.
• As part of our commitment to the environment and to meeting the needs of our guests, we have implemented measures to reduce the use of plastics in our properties. We therefore do not provide soap or single-use hygiene products. On 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. In addition, in order to minimise our environmental footprint, we do not supply food products such as oil or salt. We recommend bringing your own supplies or purchasing local and sustainable products, thereby also helping to support the local community.
• Personal belongings may not be stored in communal areas.
• It is prohibited to hang towels or other items over terrace railings.
• Parking: If the accommodation includes parking, the designated space must be used. Please check in advance if your vehicle is particularly tall or wide. UHC is not obliged to provide another space if your vehicle does not fit, if there is insufficient room 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 possible to resolve the situation. Our accommodation does not have charging points for electric vehicles and charging from a conventional electrical socket is prohibited, as it may cause overheating, damage to the electrical installation and even fire.
• Barbecues: Prohibited, except in accommodation where they are provided and expressly authorised.
• Swimming pools: It is compulsory to shower before using the swimming pool. Shampoos, soaps, violent games, air mattresses, inflatables and inserting objects into the grass are not permitted.
• Some accommodation may contain cupboards or even rooms that are locked in order to store the owner’s belongings. These spaces are not included among those stated in the listing. All other equipment and spaces may be used freely.

6. CHECK-OUT / DEPARTURE

• Check-out from all accommodation must take place no later than 10:00. If you wish to leave later, you must ask our staff whether a late check-out is possible and what additional charge may apply. This service is subject to availability and must be requested no later than the day before the scheduled departure.
• As a general rule, all keys must be left on the living-room table and it is sufficient to close the door when leaving. In certain accommodation, the guest may be asked to lock the door and place the key in a lockbox located on the door.
• We can store your luggage at our office free of charge on the day of arrival and the day of departure, only during office opening hours.
• The accommodation must be left in a proper condition. Although a professional cleaning team attends after every guest, it is the guest’s responsibility to leave the accommodation in a minimum state of cleanliness that does not require deep cleaning. There is no need to wash the bed linen or towels. You may book a final cleaning service, subject to checking the price in advance, which covers the general cleaning of the accommodation after departure. However, this service does not exempt the guest from the basic departure obligations, such as removing rubbish, leaving no food remains, leaving the crockery clean, emptying the dishwasher and cleaning the oven or barbecue, if applicable. Failure to comply with these obligations may result in deductions from the security deposit.

7. SECURITY DEPOSIT

Payment of a security deposit or guarantee deposit is mandatory for all accommodation. The security deposit constitutes a guarantee for UHC and for 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 is paid exclusively by bank card 5 days before arrival and its refund will be ordered between 7 and 10 days after departure. The amount of the security deposit will depend, among other factors, on the size of the accommodation and its facilities. The amount is stated on our website and shown before the booking is formalised.

The security deposit will be refunded no later than 14 days after the end of the rental period. If, exceptionally, we have to retain part or all of it, you will be duly informed and that amount will be deducted before the refund is made. If the amount claimable exceeds the security deposit, we reserve the right to claim the difference from you.

8. CANCELLATION AND AMENDMENT POLICIES

Cancellations

• All bookings are subject to a non-refundable administration charge of €35.
• Our rates may be cancelled without any additional penalty, except for the €35 administration charge and bookings relating to luxury villas. Cancellation may be made up to 15, 30 or 42 days before the arrival date, depending on the accommodation and the dates booked. Please review the specific conditions during the booking process.
• Cancellation must be communicated by email to info@universalholidaycentre.com.
• In the event of an unexpected departure before the end of the stay, no amount will be refunded.
• If your booking was made through an external platform (Booking, Airbnb, TripAdvisor, etc.), its 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 arising from the absence of passports, visas or other necessary documentation.
• These conditions fall within the exclusions from the right of withdrawal pursuant to Articles 101, 97.1.i and 103.l of Royal Legislative Decree 1/2007 of 16 November.

Amendments

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

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 circumstance. In that case, the guest will be offered alternative accommodation with similar characteristics or, failing that, a full refund of the amounts paid.
• Groups of young people: UHC primarily manages the rental of holiday accommodation to families and couples. When making a booking, groups of young people must expressly state this. Unless expressly stated otherwise in the accommodation description, a group of young people shall mean a group consisting predominantly of at least 3 persons under 25 years of age. However, the age limit may be higher for certain types of accommodation, in which case this will be indicated in the relevant description. If the booking concerns a group of young people and there is no express authorisation from UHC, the booking may be cancelled without refund. The accommodation descriptions 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 there are operational, contractual, availability, safety or force majeure reasons. 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 following the request, refunding all amounts paid in full without additional compensation, or alternatively offering different dates or accommodation.

10. COMPLAINTS

• Any defect or incident must be reported as soon as possible.
  Incidents relating to cleaning, inventory and/or bed linen or bathroom linen must be reported at the time of arrival or as soon as they are detected, in order to allow proper verification and resolution. Any other type of incident detected on arrival must be reported within a maximum period of 24h (except for faults arising subsequently, which must be reported as soon as they occur). Once this 24h period has elapsed, any damage may be attributed to the guest.

• The cleaning staff inspect the accommodation after every stay. However, if you consider that any matter 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, you must report it as soon as possible and in writing by email to info@universalholidaycentre.com.
• UHC must be given the opportunity to resolve any problem raised during the stay, and the guest must take into account local conditions and the reasonable time required for its resolution. As a general rule, a period of between 24 and 48 hours from notification of the incident will be considered reasonable, depending on its seriousness, and claims for compensation will not be accepted before that period has elapsed.
• Complaints submitted for the first time after the stay has ended will not be considered where the incident was not previously reported during the stay and UHC was not given a reasonable opportunity to verify or resolve it.
• The guest authorises UHC staff and the persons responsible for maintenance and cleaning to enter the accommodation in order to carry out the necessary repairs. If maintenance assistance has been requested and access is subsequently refused to the staff member sent to the accommodation, deductions may be made from the security deposit to cover the cost of the technician’s visit.
• The photographs used on our website are not contractual and certain items, such as awnings, sun loungers, barbecues or decorative items, may differ or may not be available for use in the accommodation upon arrival. Differences between the description and photographs on the website and the features actually found in 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, we remind guests 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 the furniture/decoration may vary slightly depending on the exact accommodation allocated, while the main advertised features will in all cases be maintained. In such cases, special requests, such as a particular unit, view or floor, are not guaranteed and will always be subject to availability.
• All information contained on our website has been compiled from up-to-date data and we have endeavoured to ensure that it is accurate. However, there may be occasions when advertised equipment or a facility is changed or unavailable. Such situations may be caused by 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 we cannot accept responsibility in such cases. Likewise, certain local facilities or services, such as shops, restaurants, swimming pools, play areas or sports facilities, may not be operational at all times throughout the year.

11. UHC SHALL NOT BE LIABLE IN THE FOLLOWING CASES

• Negligence or omission in services provided by third parties. Due to force majeure or unforeseen circumstances (health emergencies, general electricity or water outages, etc.), some services may be affected. UHC shall not be liable for limitations affecting communal facilities (swimming pools, gyms, children’s playgrounds, etc.) or utilities (electricity, water, internet, etc.).
• Direct or indirect damage that may be caused by misuse of the accommodation by the guest, fires, theft, accidents, adverse weather conditions or other causes beyond UHC’s control. The correct use and enjoyment of the accommodation and associated facilities shall at all times remain under the strict responsibility of the user.
• Absence or limitation of communal services, such as swimming pools, sports facilities or children’s play areas, by decision of the community or for unforeseen reasons. With regard to communal swimming pools (in accommodation where they are available), the vast majority are seasonal and open only during the summer season. The 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 consult 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 beyond UHC’s control, such as nearby works or construction, noise from sports facilities or third parties, such as restaurants, bars, nightclubs and/or neighbours, as well as odours from drains, industrial activities, agriculture or hospitality businesses.
• Breakdowns of mechanical or electrical equipment, such as 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, furnishings or cushions, or failures in public utilities such as water, gas and electricity. During your stay, we will do everything possible to ensure that repairs are attended to as soon as possible once reported. However, due to circumstances beyond our control, such as the need to order parts or the lack of availability of technicians or suppliers, immediate repair may not be possible. In such circumstances, UHC will accept no liability and no refunds will be made for damage arising from these breakdowns, such as spoiled food in refrigerators or clothing damaged by washing machines. If repairs cannot be dealt with promptly, we will do everything 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 detects this type of incident during the stay, UHC will take reasonable measures within its power as soon as possible following notification. However, in some cases, their 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 the rubbish out daily. Rubbish containers are located near the accommodation.
• Deterioration in swimming-pool water quality, in accommodation with this facility, caused by natural phenomena such as wind, plants, insects, rain or sand, or by improper use of the swimming pool by the guest, 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 any damage or loss arising from the use of the property and its facilities, including damage, injury, allergic reactions, accidents, losses, theft, damage to property, natural disasters, vandalism, fires or any other incident occurring there. UHC accepts no responsibility for guests’ personal belongings in the rented property or for items lost or left behind after check-out. Personal items found in the properties will be kept at the UHC office for two weeks from the date they are found, provided that they can be stored without risk or deterioration. Under no circumstances will unstable or potentially dangerous items or food be stored. If an item has been found and claimed within that period, the guest may collect it in person or authorise a third party to do so. Under no circumstances shall UHC be responsible for returning it to the guest at its own expense. Once the two-week period has elapsed, UHC will dispose of any uncollected item.
• As this is tourist accommodation, certain items may show normal signs of use or wear that do not affect their functionality and which, by their nature, cannot always be repaired between stays, such as minor knocks or marks on walls, as well as wear to certain items, furniture or appliances. The guest accepts this circumstance as inherent in the nature and use of the rented accommodation.

 

12. OTHER PROVISIONS

• UHC recommends taking out travel insurance covering any eventuality during the holiday, as our agency will assume that you have taken out your own policy and it will be your responsibility to ensure that the cover purchased is appropriate and sufficient for your needs. If you decide to travel without adequate insurance cover, we shall not be liable for any loss which, by its nature, could have been covered by such insurance.
• We have communicated all information on our website as accurately as possible. As the holiday accommodation is privately owned, the 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 total reproduction of commercial material, is prohibited.
• You may 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.

Formalising a booking with UHC implies acceptance of these general terms and conditions and the jurisdiction of the competent courts. If any clause or part of a clause in this document is invalid, ceases to be valid or is found to be unlawful or unenforceable, it shall be deemed deleted without affecting the validity and enforceability of the remaining provisions of this contract.

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