Prestige Hotels' general contracting conditions

1. The parties and acceptance of the general contract terms

(hereinafter also referred to as the General Conditions or GCC):

On the one hand, the provider of the management of accommodation reservations is PRESTIGE HOTELS (hereinafter also the provider), customer service telephone 972.252.100, and email: prestigewelcome@prestigehotels.com, being the owner of the website www.prestigehotels.com, exposes the contractual document that will govern the contracting of hotel room reservations through the aforementioned website.

On the other hand, there is the User – Client (hereinafter the User), who makes the reservation and is responsible for the accuracy of the personal data provided to the service provider. The User can register on the website using a username and password.

BOTH PARTIES ACCEPT this document, and it implies that the user:

a. He/She has read, understands and comprehends what is stated here.

b. That he/she is of legal age and has sufficient capacity to enter into a contract.

c. That assumes all the obligations set forth herein.

d. That he/she has read and accepts these general terms and conditions of purchase from the moment he/she makes any reservation.

This document can be printed and stored by Users.

The provider makes available to them the email address prestigewelcome@prestigehotels.com so that they can ask any questions about these conditions.

These conditions will have an indefinite period of validity and will apply to all contracts made through the provider's website www.prestigehotels.com.

The provider reserves the right to unilaterally modify these General Terms and Conditions, without affecting reservations or promotions purchased prior to the modification, in order to improve the services offered. In any case, these General Terms and Conditions must be consulted before booking.

It is advisable to keep a copy of the information contained in your booking details. PRESTIGE HOTELS is not responsible for any loss of data, files, or any damage resulting from the user's failure to back up the booking information.

PRESTIGE HOTELS' civil liability for the services provided is limited to the amount of the services. The user waives the right to claim any liability from PRESTIGE HOTELS for any reason whatsoever in any case of dissatisfaction with the services acquired on the website www.prestigehotels.com, as well as possible failures, slow access or errors in accessing the website, including loss of data or other type of information that may exist on the computer or network of the user who accesses the website www.prestigehotels.com.

PRESTIGE HOTELS offers room reservations at Prestige hotels remotely via the Internet through its website, by telephone or via email.

2. Purpose of the contract

2.1 Scope of Application: This contract governs the contractual relationship for booking accommodation, which entails reserving the chosen room for a limited time in exchange for a price that is determined and publicly displayed on the website. The extra service for pets (dogs) must be booked at the time of booking. Other extra services can be indicated in the comments section and booked, subject to availability, upon arrival at the hotel. The user accepts these booking conditions during the online booking process by checking the corresponding box. These General Terms and Conditions will apply from the date the booking is made.

2.2 Territory of application: The booking possibility of www.prestigehotels.com is active for the whole world.

2.3 Capacity to contract: In order to make a reservation you must be of legal age and have the capacity to contract.

2.4 Customer acceptance: The validation of a reservation, whether through the website or by telephone or via email, It is done via email and also implies automatic acceptance of the General Terms and Conditions. These conditions are available on the website. Or, if you wish and request it, we can make it available to you by email.

2.5. Modification of the General Terms and Conditions: PRESTIGE HOTELS reserves the right to make changes and/or modifications to these General Terms and Conditions. We advise our clients to review them regularly. If these changes or modifications are introduced after a booking has been made, the conditions in force on the date the booking was made will apply.

3. Information provided on the website www.prestigehotels.com

3.1 Publication of prices: Room prices are those shown in the information for each room on our website www.prestigehotels.com.

Some booking options offer discounts or benefits when cancelling

The price for the extra service for pets (dogs) is shown at the time of booking. The price of all other extra services will be provided at the time of booking in person. Details of the cancellation policy are provided in the room information and in section 8 of these terms and conditions.

3.2 Room Information: The information contained in our advertising, brochures, other written materials, on our website, or provided to you constitutes an invitation to purchase. The content of www.prestigehotels.com is constantly being updated to provide our customers with the most complete and detailed information possible. All contractual information on www.prestigehotels.com is available in Spanish, Catalan, English, and French, and communication with customers and users, as well as the formalization of the contract, can be conducted in any of these languages.

3.3 Room Availability: The published rooms are available according to the requirements requested at the time of the search.

3.4 24/7 Bookings: The hotel is open seasonally. The opening period for each hotel is available here. Reservations made online for any hotel are accepted 24 hours a day, 365 days a year. Once you make a reservation, you will automatically receive a confirmation email and, if you pay online, a confirmation email once the provider has received and confirmed payment for the reservation.

The hotel reception is open from 9am to 6pm for reservations made via email or telephone, Monday to Friday. In July and August, it is also open on Saturdays and Sundays from 9am to 2pm.

3.5 Fraud: If PRESTIGE HOTELS suspects or detects any anomaly or fraud, it reserves the right to cancel the transaction for security reasons.

4. Booking procedure

Book online

To make a reservation, the user can:

Register through the website by creating a user account. To do so, the user must freely and voluntarily provide the personal data that will be requested.
The user will select a username and password, committing to use them diligently and not to make them available to third parties, as well as to inform the provider of their loss or theft or of possible access by an unauthorized third party, so that the provider can proceed to block them immediately.
The user may not choose as a username words that are intended to confuse others by identifying him as a member of the provider, as well as offensive, insulting and generally illegal expressions or expressions contrary to the requirements of morality and good customs.
Or you can make the reservation as a guest and you won't need to register through the website by creating a user account. You will only be asked for the information essential to process your reservation.

It is reported that, in accordance with the requirements of Article 27 of Law 34/2002 on Information Society Services and Electronic Commerce, the contracting procedure will follow the following steps:

Enter the dates and destination in the search engine to find available rooms and click on “search”.
The available rooms will appear according to your instructions. Once you find the desired room, click the "select" button.
On this screen you can change the conditions. Once you have selected what you want, click on “book”.
Once you have selected your reservation(s), click "Next." You will then see the additional services you wish to book. After this step, click "Book" to complete your reservation. Clicking this option will display your purchase confirmation (a summary of your reservations and any additional services, your details, and your chosen payment method).
You will be asked to provide some personal information to complete your booking, and then you will be asked to consent to having your data stored. If you provide your consent, your data will be saved, and if you agree, you will receive information about our services and/or offers. If you do not consent, your data will be stored for booking management purposes. You can register if you wish. Please check your email inbox's spam and junk mail folders and always verify that the contact information you provide is correct.
Once you have filled in your details, the total amount of the reservation and the amount related to the advance payment will appear, along with a check box that you must tick since it is the acceptance of these General Contract Clauses and the Privacy Policy.
To complete the process, you must click on the confirm booking button.

Book by phone or email

You will be asked to provide some personal information to make your reservation, including your desired features and reservation dates. You will receive an email with your reservation details and these terms and conditions.

In any case, the provider's contracting platform will inform the user, once the contracting procedure is completed, via email regarding all the characteristics, price, contracting date and reservation dates.

If there is any error in the address indicated or in any other part of the booking, you must notify us immediately at the email address indicated above in order to correct this error.

If you have any questions, you can contact our Customer Service department through any of the methods provided on the website www.prestigehotels.com.

PRESTIGE HOTELS will provide Customer Service FREE OF CHARGE through our contact email prestigewelcome@prestigehotels.com. If you choose another alternative means of communication, the user will be responsible for the particular cost of that.

PRESTIGE HOTELS provides telephones in Spain subject to the cost of your telephone operator.

PRESTIGE CLUB MEMBER

The User can register as a Prestige user. As a Prestige Club member, they will have:

Always an exclusive 10% discount associated with your booking rate.
With each booking you make, you'll accumulate points that you can redeem for discounts on your next stays at Prestige Hotels. To apply the points and receive the corresponding discount, the booking must be at least €100.
Each point is equivalent to a €1 discount, under the indicated conditions.
Each euro spent will have a bonus of 0.02 points.

5. Reserve confirmation

The PROVIDER will reserve the room under the payment conditions.

At the time of completion of the online, telephone or email booking, we will send the payment conditions and booking details to the email address you provided when making the booking.

If there is any error in the data, you must immediately contact our Customer Service line 972.252.100 or send an email to prestigewelcome@prestigehotels.com, so that we can proceed with the appropriate correction.

6. Prices and offer validity periods:

All prices displayed in the store www.prestigehotels.com include the VAT in force at the time of reservation. All prices shown on the website are valid and will be expressed in the euro currency (€). These prices, unless expressly stated otherwise, do not include the costs of cancellation, nor tourism tax and/or travel insurance.

The user will receive the invoice in reception when the stay finalises.

The prices applicable to each reservation will be those published on the website and applied automatically in the last phase of the purchasing procedure.

In cases of promotions with a limited duration, the promotion discount will be applied as long as the reservation has been registered during the promotional period.

The data recorded by the different payment methods constitutes proof of the date on which the financial transactions were made and will be used to determine whether or not said reservation is subject to promotion or not.

For any information about their reservation, the user may contact the provider’s customer service department through the phone number or email address provided.

7. Payment methods:

When booking online, your card details will be requested as a payment guarantee, without needing to pay the price of your stay upfront. Before paying for your reservation, you can choose to pay the full amount in advance. The tourist tax will be payable upon arrival. An additional tax of €0.99 per person per day will be applied, up to a maximum of 7 nights. This tax is not included in the booking price and will be paid directly to the hotel.

The user will be able to pay:

At the hotel via:

Credit card: The user must have a valid credit or debit card and must enter all digits of the card number in the corresponding form. The transaction is finalized at the time of ordering. Only secure card payments are accepted, which require authentication of your identity as the cardholder using the method established by your bank, through secure e-commerce ("Verified by Visa" and "MasterCard SecureCode"). The order will not be processed until payment has been authorized by your bank. The payment system used is SSL (Secure Sockets Layer), a secure payment system that encrypts the information transmitted during the transaction, ensuring its confidentiality.
Cash payment up to €1000.
Check Vacances: a company benefit for the employee

Via web:

Credit card: The user must have a valid credit or debit card and must enter all digits of the card number in the corresponding form. The transaction is finalized at the time of ordering. Only secure card payments are accepted, which require authentication of your identity as the cardholder using the method established by your bank, through secure e-commerce ("Verified by Visa" and "MasterCard SecureCode"). The order will not be processed until payment has been authorized by your bank. The payment system used is SSL (Secure Sockets Layer), a secure payment system that encrypts the information transmitted during the transaction, ensuring its confidentiality.
Scalapay: For greater convenience in payments, you can pay for your reservation through the Scalapay application, which allows payment in three interest-free installments.

8. Cancellation and payment conditions

The right of withdrawal, according to article 103 l) of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, will not be applicable to contracts relating to the supply of accommodation services for purposes other than serving as a home if the contracts provide for a specific date or period of execution.

Cancellation and modification policy valid for the entire year 2025-2026:

The cancellation conditions from 22/12/2025 to 05/01/2026, from 03/04/2026 to 05/04/2026, from 20/06/2026 to 23/06/2026, from 28/06/2026 to 19/09/2026 and from 21/12/2026 to 31/12/2026 will be:

Return within 7 days of arrival without penalty.

Between 7 days and 72 hours, a 50% penalty will be charged.

Any cancellation made less than 72 hours before arrival and any no-shows will incur a 100% penalty (total amount of the stay).

The cancellation conditions for the remainder of the year will be:

Before 48 hours of arrival without penalty.

Any cancellation within 48 hours of arrival and any no-shows will incur a 100% penalty (total amount of the stay).

For bookings with non-refundable rates, no amount will be refunded.

Cancellations can be made through the "My Booking" section, by calling Prestige Hotels, or by emailing prestigewelcome@prestigehotels.com.

If the booked accommodation is not occupied on the day of arrival or at the latest on the following day before 12 noon, the booking will be automatically cancelled, unless we have been notified in writing of the delay.

In case of delay on the arrival day or early departure in any modality, 100% will be charged, unless there is an agreement between both parties.

Payment can be made online or in person on the first day of arrival at the hotel. Payment for the stay and any additional services not included in the initial booking but added during your stay will be charged to the credit card provided by the guest. Additional services will be charged upon departure.

9. Stay conditions:

Arrivals: The accommodation can be occupied on the day of arrival from 2pm.

Upon arrival and in accordance with current legislation, the USER must hand over the booking sheet and all occupants of the accommodation will be identified.

The tourist tax will be applied according to current legislation and will be payable at reception upon arrival.

Departures: You must vacate the scheduled departure day before 12 noon.

Additional services:

If the USER is interested in booking an extra service such as a crib, parking, early check-in, connecting rooms, or other special services, they can indicate this in the special request section of the booking form. PRESTIGE HOTELS will make every effort to accommodate their requests, although these cannot be guaranteed until check-in. All requests will be fulfilled according to availability at that time.

The extra service that can be booked at the time of reservation is the pet (dog) service, available only for stays at the Victoria and Mar y Sol hotels. The cost of the extra pet (dog) service is €12 per night.

Customer responsibilities:

The USER agrees to abide by the Hotel's rules. During quiet hours, from 10:00 PM to 8:00 AM, rooms may not be used for parties or for making noise. Under no circumstances may a room be occupied by more people than its maximum capacity.

Hanging towels and clothes on balcony railings is prohibited.

The pool hours are set by each hotel and are generally from 9:00 to 20:00. It is forbidden to stake objects such as parasols, awnings, etc. into the grass, as well as to use inflatable mattresses inside the pool.

Children must always be accompanied by their parents and under their responsibility.

The USER is responsible for the correct behavior of all their booking companions; otherwise, the PROVIDER reserves the right to expel the occupants from the accommodation, without the right to future claims or any type of compensation.

PRESTIGE HOTELS will not be liable for any direct or indirect damage that may occur as a result of misuse of the room, including without limitation: damage, losses after fire, theft, crime, accidents or other types of damage.

Pets are only allowed at the Mar y Sol and Victoria hotels.

The provider will not be responsible for booking errors attributable to the user or caused by unavoidable and extraordinary circumstances.

PRICE FOR CHILDREN:

For babies aged 0-1 years, their stay is free.

If you request a crib, the following cost will apply for the following periods:

Prestige Hotel Victoria & Spa Elit

From 31/03/2026 to 02/04/2026, 06/04/2026 to 09/04/2026, 13/04/2026 to 16/04/2026, 20/04/2026 to 23/04/2026, 27/04/2026 to 30/04/2026, 17/05/2026 to 21/05/2026 and 12/10/2026 to 18/10/2026 = €1.50 / night

From 10/04/2026 to 12/04/2026, 17/04/2026 to 19/04/2026, 24/04/2026 to 26/04/2026, 01/05/2026 to 16/05/2026, 22/05/2026 to 19/06/2026, 24/06/2026 to 27/06/2026 and 20/09/2026 to 11/10/2026 = €2.00 / night

From 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2026 to 23/07/2026 and 23/08/2026 to 19/09/2026 = €6.00 / night

From 24/07/2026 to 22/08/2026 = €8.00 / night

Prestige Hotel Goya Park

From 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2026 to 23/07/2026 and 23/08/2026 to 19/09/2026 = €6.00 / night

From 24/07/2026 to 22/08/2026 = €8.00 / night

Prestige Hotel Sant Marc

From 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2026 to 23/07/2026 and 23/08/2026 to 19/09/2026 = €6.00 / night

From 24/07/2026 to 22/08/2026 = €8.00 / night

Prestige Hotel Mar y Sol Elite

From 06/01/2026 to 11/02/2026, 16/02/2026 to 02/04/2026, 06/04/2026 to 09/04/2026, 13/04/2026 to 16/04/2026, 20/04/2026 to 23/04/2026, 27/04/2026 to 30/04/2026, 17/05/2026 to 21/05/2026, 12/10/2026 to 04/12/2026 and from 09/12/2026 to 20/12/2026 = €1.50 / night

From 12/02/2026 to 15/02/2026, 10/04/2026 to 12/04/2026, 17/04/2026 to 19/04/2026, 24/04/2026 to 26/04/2026, 01/05/2026 to 16/05/2026, 22/05/2026 to 19/06/2026, 24/06/2026 to 27/06/2026, 20/09/2026 to 11/10/2026 and 05/12/2026 to 08/12/2026 = €2.00 / night

From 01/01/2026 to 05/01/2026, 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2026 to 23/07/2026, 23/08/2026 to 19/09/2026 and 21/12/2026 to 29/12/2026 = €6.00 / night

From 24/07/2026 to 22/08/2026 and from 30/12/2026 to 31/12/2026 = €8.00 / night

Bay Hotel

From 01/04/2026 to 02/04/2026, 06/04/2026 to 19/06/2026, 24/06/2026 to 27/06/2026 and 20/09/2026 to 11/10/2026 = €1.00 / night

From 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and 28/06/2026 to 19/09/2026 = €6.00 / night

Children aged 2 to 12:

Prestige Hotel Victoria & Spa Elit

1st child sharing a room with 2 adults: 100% Discount (Free).

Except:

From 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2025 to 05/07/2026 and 12/09/2026 to 19/09/2026 with 40% discount.

From 06/07/2026 to 11/09/2026 with 30% discount.

1st child with 1 adult: 40% discount. Except from 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and from 28/06/2026 to 19/09/2026: No discount.

2nd child with 1 adult: 50% discount. Except from 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and from 28/06/2026 to 19/09/2026: 40% discount.

Prestige Hotel Mar y Sol Elite

1st child sharing a room with 2 adults: 100% Discount (Free).

Except:

From 01/01/2026 to 05/01/2026, 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2025 to 05/07/2026, 12/09/2026 to 19/09/2026 and 21/12/2026 to 25/12/2026 with 40% discount.

From 06/07/2026 to 11/09/2026 and 26/12/2026 to 31/12/2026 with 30% discount.

1st child with 1 adult: 40% Discount. Except from 01/01/2026 to 05/01/2026, 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, from 28/06/2026 to 19/09/2026 and 21/12/2026 to 31/12/2026: No Discount.

2nd child with 1 adult: 50% discount. Except from 01/01/2026 to 05/01/2026, 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, from 28/06/2026 to 19/09/2026 and 21/12/2026 to 31/12/2026: 40% discount.

3rd child with 1 adult: 50% discount.

2nd child sharing a room with 2 adults: 50% discount.

Except:

From 01/01/2026 to 05/01/2026, 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2026 to 19/06/2026 and 21/12/2026 to 31/12/2026 with a 40% discount.

Prestige Hotel Sant Marc

1st child sharing a room with 2 adults: 100% Discount (Free).

Except:

From 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2025 to 23/07/2026 and 23/08/2026 to 19/09/2026 with 50% discount.

From 24/07/2026 to 22/08/2026 with 40% discount.

1st child with 1 adult: 40% discount. Except from 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and from 28/06/2026 to 19/09/2026: No discount.

2nd child with 1 adult: 50% discount. Except from 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and from 28/06/2026 to 19/09/2026 40% discount.

Prestige Hotel Goya Park

1st child sharing a room with 2 adults: 100% Discount (Free).

Except:

From 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2025 to 23/07/2026 and 23/08/2026 to 19/09/2026 with 50% discount.

From 24/07/2026 to 22/08/2026 with 40% discount.

1st child with 1 adult: 40% discount. Except from 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and from 28/06/2026 to 19/09/2026: No discount.

2nd child with 1 adult: 50% discount. Except from 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and from 28/06/2026 to 19/09/2026: 40% discount.

3rd child with 1 adult: 50% discount.

Bay Hotel

1st child sharing a room with 2 adults: 100% Discount (Free).

Except:

From 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026, 28/06/2025 to 23/07/2026 and 23/08/2026 to 19/09/2026 with 60% discount.

From 24/07/2026 to 22/08/2026 with 50% discount.

1st child with 1 adult: 30% discount. Except from 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and from 28/06/2026 to 19/09/2026: No discount.

2nd child with 1 adult: 50% discount. Except from 03/04/2026 to 05/04/2026, 20/06/2026 to 23/06/2026 and from 28/06/2026 to 19/09/2026: 40% discount.

Adults: 13 years and older

3rd and/or 4th person sharing a room with two adults: 20% discount.

10. Nullity and ineffectiveness of the clauses:

If any clause included in these General Conditions is declared, in whole or in part, null or ineffective, such nullity or ineffectiveness will only affect that provision or the part thereof that is null or ineffective, the General Conditions remaining in full force and effect in all other respects, and such provision, or the part thereof that is affected, will be deemed not to have been included.

11. Applicable law and jurisdiction:

These terms and conditions shall be governed by and construed in accordance with Spanish law in all matters not expressly provided for herein. The provider and the user agree to submit any dispute that may arise from the provision of the service covered by these Terms and Conditions to the Courts of the provider's domicile (if the provider is not considered a consumer for the purposes of the Spanish General Law for the Defense of Consumers and Users) or of the user's domicile (if the user is considered a consumer for the purposes of the Spanish General Law for the Defense of Consumers and Users).

12. Applicable legislation:

These General Terms and Conditions are subject to the provisions of:

European regulations governing electronic commerce:

Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, amending Council Directive 93/13/EEC and Directive 1999/44/EC of the European Parliament and of the Council and repealing Council Directive 85/577/EEC and Directive 97/7/EC of the European Parliament and of the Council;

Directive 2000/31/EC on certain legal aspects of information society services, in particular electronic commerce in the internal market (E-commerce Directive).

Spanish regulations:

Law 3/2014, of March 27, which modifies the consolidated text of the General Law for the Defense of Consumers and Users.
Law 7/1998, of April 13, on General Contracting Conditions, and subsequent amendments,
REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation).
Organic Law 3/2018, of December 5, on the Protection of Personal Data and Guarantee of Digital Rights.
Law 7/1996, of January 15, on the Regulation of Retail Trade.
Law 34/2002 of July 11, on Information Society Services and Electronic Commerce and subsequent amendments.
Decree 75/2020 , of August 4, on tourism in Catalonia.

13. Comments and suggestions:

Your comments and suggestions are welcome. Please send them to us via our contact form.

In addition, we have official complaint forms available for consumers and users. You can request them by calling our Customer Service line at 972.252.100.