GENERAL TERMS and CONDITIONS of UNIVERSAL HOLIDAY CENTRE (UHC)
Booking Process: You can book tourist accommodation with UHC through two methods:
- ONLINE: Quickly and securely via our website www.universalholidaycentre.com
- PHONE: +34 977 353 010 or WhatsApp +34 607 722 731. Customer Service Hours: November to March from 9:00 AM to 5:00 PM. April to October from 9:00 AM to 7:00 PM.
Payment Methods: At the time of booking, UHC requires a 40% payment of the total amount. Payment can be made in two ways:
- ONLINE: 100% secure, compliant with data protection policy.
- BANK TRANSFER: You have a 4-day period to send us the payment receipt. UHC does not cover the transaction costs. If we do not receive the payment receipt, the reservation will be automatically canceled.
- For reservations made within 10 days or less before the arrival date, payment must be made compulsory with a Credit Card.
Check-In: It is mandatory to complete the online registration no later than 5 days before arrival. You must provide the details of all occupants (including children) and make the remaining reservation payment, deposit, and tourist tax online. The deposit will be returned within 7-10 days after departure and inspection of the accommodation for any damages or rule violations.
Key Collection: Key collection is exclusively at the UHC office located at Avenida del Batlle Pere Molas 3, 43840, Salou.
Key Collection Hours:
- Between 28/10/2023 and 22/03/2024: From 4:00 PM to 5:00 PM*.
- Between 23/03/2024 and 03/11/2024: From 4:00 PM to 7:30 PM**.
- Between 04/11/2024 and 15/12/2024: From 4:00 PM to 5:00 PM*.
**Arrivals after 7:30 PM between 23/03/2024 and 03/11/2024: An additional charge of 50€ applies. If you cannot arrive before 7:30 PM, you must notify us when making the reservation. In case of unforeseen delays, you must inform us as soon as possible and no later than 7:00 PM on the day of arrival. Keys will be collected from a secure code-locked mailbox located outside the office. In the event of failure to notify your late arrival and/or to complete the Check-in Online, UHC cannot guarantee the keys collection. The office closes at 19:30h until the next day, in which case you will need to get alternative accommodation for the first night.
*Arrivals after 5:00 PM between 28/10/2023 and 22/03/2024 and between 04/11/2024 and 15/12/2024. If you cannot arrive before 5:00 PM, you must notify us when making the reservation. In case of unforeseen delays, you must inform us as soon as possible and no later than 5:00 PM on the day of arrival. Keys will be stored in a secure code-locked mailbox outside the office. In the event of failure to notify your late arrival and/or to complete the Check-in Online, UHC cannot guarantee the keys collection. The office closes at 19:30h until the next day, in which case you will need to get alternative accommodation for the first night.
Behavior and Rules at the Accommodation
The person who made the reservation is responsible for the proper behaviour of all occupants. Subletting, sharing, transferring, or reselling our accommodations or using them for commercial purposes is not allowed.
Our accommodations are located in buildings and residential areas, so the following general rules and all community rules must be respected. Failure to comply with these rules may result in a total or partial retention of the deposit or even expulsion from the accommodation without any compensation. According to Article 39 bis of Law 13/2002, of June 21, on Tourism, the agency may prevent users who violate usage regulations, internal regulations, and general rules of coexistence and hygiene from staying in the accommodation.
- The maximum occupancy of each accommodation (including children) must not exceed the number explicitly authorized by UHC.
- Respect the rest hours and pool usage times (if applicable) established by each complex. Making noise or playing music is strictly prohibited during these hours.
- Pets: If you are bringing a pet, you must inform UHC before making the reservation to confirm specific pet conditions.
- Awnings: After years of renting tourist accommodations, we have found that awnings are often damaged, resulting in costly repair bills for guests and unnecessary interruptions to their vacations. For this reason, we have decided to deactivate them for use, and we apologize in advance for any inconvenience caused by this decision.
- Internet/Wifi: It is only available if explicitly stated in the accommodation description. The WIFI internet service is provided by the company for actions that consume a not very high amount of data and is offered free of charge. This service was not taken into account in setting the reservation price, so it is not possible to claim compensation for speed issues or lack of connection. In accommodations where the availability of Wi-Fi is not expressly indicated, it is possible to opt for the service through a portable router for an additional daily fee. The same conditions apply, but the customer can suspend the service at any time and recover the proportional cost of the service not used.
- Water, electricity, and air conditioning usage must be measured and rational. Help us protect the environment! When the air conditioning is on, doors and windows must remain closed.
- Children must always be accompanied by adults and under their responsibility. In the event of accidents, Universal Holiday Centre will not be held responsible.
- Tenants cannot store their belongings (such as strollers or bicycles) in the common areas of the buildings.
- Hanging or drying towels or other items on the terrace railings is prohibited.
- Parking: If the reserved accommodation includes parking, the tenant must park only in the space indicated by UHC. Note that some parkings have restricted height or vehicle size; if you have a tall or large vehicle, please check in advance with us. If your vehicle does not fit in the UHC parking, we are not responsible and are not obliged to provide another space.
- Barbecues: The use of barbecues is prohibited except in accommodations that have them, and their use has been expressly authorized.
- Pools: It is mandatory to shower before using both community pools and private pool villas. Shampoos, soaps, and other products are not allowed in the pool or shower areas. In community pools, any kind of rough play (balls, paddles, discs, etc.) is prohibited. The use of mats and floatation devices in the pools is also not permitted. Objects like umbrellas, awnings, tarps, etc., cannot be staked into the grass.
- It is the tenant's responsibility to pay for the loss of keys and cover the additional cost for lock replacement. Losing or forgetting the keys inside the apartment, which requires our staff to come and open or inspect, will result in an additional surcharge. If a professional locksmith is needed, the tenant will also be responsible for the total cost.
Check-Out / Departure
The check-out time for all accommodations is no later than 10:00 AM. If you wish to check out later, please consult with our staff about the possibility of a late check-out and the additional charge involved. This is subject to availability until the day before the scheduled departure.
- You must leave all keys on the living room table and lock the door.
- On both the arrival and departure days, we can store your luggage in our office for free (service available only during our opening hours).
- The accommodation must be left in the same condition as on the day of arrival, clean and tidy, with furniture in their place, towels bundled in the bathroom (sheets left on the beds), dishes clean and put away, and no trash or leftover food/products to be thrown in the street bins.
Failure to comply with these rules may result in deductions from the deposit. UHC offers the option of hiring a final cleaning service (see rates and conditions on our website).
Booking Cancellation/Modification policies
Cancellations
- For all bookings there is a €19 non-refundable handling fee.
- All our rates are cancelable at no cost, with the only exception being luxury villas and the 19€ booking fee applied to the reservation. Cancellation can be done up to 15, 30, or 42 days before the check-in date, depending on the type of accommodation and the stay dates. Please review the conditions of the selected rate during the reservation process, with the exact details of the terms and conditions of each property. In case of cancellation, the conditions/charges specified in the reservation confirmation will apply. Calculation for the maximum cancellation request date: Arrival day -15, 30, or 42, until 11:59 PM.
- The cancellation must be communicated by the reservation holder via email to info@universalholidaycentre.com
- In the event of an unexpected departure before the end of the stay, no refund will be issued.
- UHC does not assume any responsibility for possible losses due to not having the necessary passports, visas, and travel documentation (including transportation tickets). It is recommended to check with the embassies, consulates, and visa departments of the countries you plan to visit. It is the guest's responsibility to obtain the necessary documents for the trip.
These conditions are included in the exclusions to the right of withdrawal, as provided in Articles 101, 97.1.i, and 103 of Royal Legislative Decree 1/2007, of November 16.
Modifications
- The reservation holder can modify the reservation as long as it is possible and/or authorized by UHC.
- Modifications must be communicated via email to info@universalholidaycentre.com
- Changes to reservations with special rates or offers are not accepted. Modifications are only valid for dates within the current season. Each reservation modification involves paying the price difference if applicable and a modification fee of 19€.
Substitution or Cancellation by UHC
- In cases of force majeure or exceptional circumstances, including the unilateral decision of the owner not to continue renting the accommodation (UHC reserves the right to cancel any reservation made before 29/02/2024 and up to that date due to non-renewal of the contract) and, in the event of being unable to occupy the reserved accommodation, UHC reserves the right to substitute the reserved accommodation with another of similar or superior characteristics, subject to availability, or to cancel the contract and refund the full amount paid.
- Young Groups: In the case of being under 21 years old and not having UHC's authorized special and explicit permission for the reservation, the contract will be cancelled with no refund. Accommodations indicate in their description whether group reservations are accepted or not.
- UHC reserves the right to reject reservations (or in exceptional cases, to cancel) at our discretion and for any reason, without the need for justification. If the reservation is rejected or cancelled by UHC after payment has been made, the received payment will be refunded.
Claims
Any defects or incidents in the accommodation detected upon arrival must be reported to UHC within a maximum of 24 hours from arrival. After this 24-hour period, defects in the property could be attributed to the tenant and deducted from the deposit.
If you have a problem that may have a prolonged or significant impact on your enjoyment of your vacation, you must inform our staff as soon as possible and in writing at the email address info@universalholidaycentre.com.
UHC must have the opportunity to resolve any problem that arises during the stay, and the tenant must take into account local conditions regarding a reasonable amount of time to rectify the problem. As a general rule, a period of 24-48 hours after notification of the incident is considered reasonable, depending on the severity of the incident. Claims for compensation will not be accepted until this period has elapsed.
Complaints of any kind made after the departure date to UHC will not be addressed under any circumstances, as it is assumed that the guest agreed with the accommodation by not reporting the incident within the mandatory period and decided to stay in the accommodation.
The tenant expressly authorizes UHC personnel and maintenance and cleaning staff to enter the accommodation in their presence and absence, with the technical staff required in each case and to carry out the necessary repairs. Any action performed by our staff during the stay due to inappropriate or negligent use by the guest may result in additional charges that will be deducted from the deposit. The tenant accepts these conditions and expressly agrees not to file a claim for damages caused by spontaneous or fortuitous breakdowns that may occur during their stay in the apartment.
The photos used on our website are not contractually binding, and some elements (such as awnings, sun loungers, barbecues, decorative items, etc.) may differ or may not be available for use upon arrival. Differences between the description and the photos on the website and the actual features found in the property do not constitute a basis for cancellation, refunds, or other claims against the company (unless they significantly alter the nature of the accommodation). In this regard, we emphasize that in certain complexes (Larimar, Novelty, Paradise Village, Ventura Park, Costa Linda, Riviera, etc.), it is explicitly stated in the description that you are reserving a "type" or "class" of accommodation, not a specific apartment. Therefore, some basic features or furnishings may vary slightly depending on the exact accommodation where you will stay, but they all share the same main characteristics. In these expressly indicated cases, special requests such as a specific apartment, view, or floor are not guaranteed and are strictly on request, which can be made when booking or before arrival.
All information on our website has been collected from up-to-date data, and we have made efforts to ensure its accuracy. However, there may be occasions when the advertised equipment or facility is modified or not available. Such situations may be dictated by local circumstances, maintenance needs, water shortages, adverse weather conditions, fuel shortages, power cuts, and other circumstances beyond our control. If we are informed of such changes, we will naturally strive to inform you as soon as possible, but we cannot be held responsible in such circumstances. It is also important to remember that some local facilities or services, such as shops, restaurants, communal pools, water sports, and water parks, may not operate year-round and may be closed.
UHC CAN NOT BE HELD LIABLE IN THE FOLLOWING CASES:
- Negligence or omission of services provided by third parties and attributable to them. This includes opening dates and hours schedules of pools, gyms, playgrounds, and other communal facilities.
- Theft, damage, or destruction caused by third parties.
- Fire, explosion, flooding, or supply interruption. Water, electricity, and Internet supply interruptions are not common; however, municipal and/or regional authorities, for various reasons, may decide to temporarily cut or limit distribution. In no case can UHC or the accommodation owner be held responsible for inconveniences or damages caused.
- Works or constructions near the holiday property or noise from sports facilities or third-party establishments such as restaurants, bars, or nightclubs. We do not control these incidents and do not receive advance notice of when they will begin. Most minor renovation and maintenance works that may be carried out in other properties in the area will not affect your vacation. However, if we become aware of significant works that could seriously impact your enjoyment, we will notify you as soon as possible.
- Neither UHC nor the accommodation owner are responsible for any type of direct or indirect damages, without limitation, that may occur due to tenant misuse, fires, theft, accidents, adverse weather conditions, or other causes. The proper use and enjoyment of the accommodation and its associated facilities remain the strict responsibility of the user.
- Due to unexpected emergency situations (such as the COVID-19 pandemic), different property owner communities and establishments may take measures to ensure the safety of guests and staff. Therefore, some services and facilities may be limited or unavailable. UHC will not be held responsible for any omissions or limitations in these services.
In regard to the previous points, UHC recommends taking out travel insurance that covers any eventualities during your vacation. Our agency will automatically assume that you have taken out your own travel insurance policy, and it is your responsibility to ensure that the coverage of the insurance you acquire is adequate and sufficient for your needs. If you choose to travel without adequate insurance coverage, we will not be responsible for any losses, regardless of their origin, for which there could have been insurance coverage.
Booking accommodation with Universal Holiday Centre implies the unconditional acceptance of these general terms and conditions, as well as the jurisdiction and competence of local courts and tribunals, with express waiver of any other jurisdiction if different. The original text for these rules and conditions has been written in the official language of the company (Spanish) and subsequently translated. Any discrepancy with the original text will be considered a translation error and will not be taken into account.