This rate does not allow reservation modifications. You may only request cancellation of the reservation and a refund of the amount paid in the following situations. In any other case, the reservation cannot be cancelled and, should you fail to arrive at the hotel, the amount paid will be forfeited.
These are the situations in which you may request reimbursement for your stay under the secure rate. For each case, below, we outline below the specific conditions and the required documentation you must provide in order to process your request. You may request cancellation through your private area.
- Illness of the CLIENT or a family member up to 2nd degree
Minimum hospitalisation of one night within 15 days prior to the start of the stay and proof of kinship.
Supporting document: Hospital report of the affected person, with dates of admission and discharge.
- Accident of the CLIENT or family member up to 2nd degree
Accident requiring emergency care within 15 days prior to the start of the stay and proof of kinship.
Supporting document: Emergency certificate with diagnosis of the accident.
- Alteration of health that prevents sports practice
Modification of the CLIENT's state of health, verified by a medical service, which, without constituting a serious illness or accident, makes it totally impossible to carry out the sports activity planned for the trip.
Supporting document: Official medical report with a diagnosis confirming the impossibility of carrying out the activity.
- Death of the CLIENT or family member up to 2nd degree
Death occurred before the start of the stay and after the contract of the rate.
Supporting document: Death certificate and proof of kinship.
- Unexpected call for surgical intervention from the CLIENT
Official summons issued after contracting, for surgical intervention or prior medical tests, whose date coincides with the contracted stay or that the intervention is carried out within 7 days after the end of it.
Supporting document: Official medical summons with date of issue and intervention.
- Health alteration in children under 48 months up to 2nd degree
Express medical recommendation not to attend the stay issued within 2 days prior to the start of the stay.
Supporting document: Medical report with date, recommendation and accreditation of kinship.
- Summons as a party, jury or witness
Official court summons after contracting and coinciding with the dates of the stay.
Supporting document: Copy of the court summons.
- Appointment as a Polling Station Officer
Official appointment issued after the booking confirmation and overlapping with the stay dates.
Supporting document: Official notification issued by the Electoral Administration.
- Supervening tax obligation
Official requirement issued after the contract that involves settlement, regularisation or tax penalty whose amount exceeds €600.
Supporting document: Official request from the Tax Administration indicating the amount and date of issue.
- Dismissal of the CLIENT
Official communication of dismissal for non-disciplinary reasons after hiring.
Supporting document: Letter of dismissal with date and cause.
- Incorporation into a new job of the CLIENT
Signing of an employment contract after hiring and coinciding with the dates of the stay.
Supporting document: Copy of the employment contract.
- Cancellation of the rest of the members of the booking
When a client's booking is cancelled in accordance with the above conditions, the rest of the members of the same booking may cancel the stay.
Supporting document: Proof of the client's covered cause that originates the cancellation.
EXCLUSIONS:
Consequences of acts intentionally caused by the CLIENT.
Consequences of epidemics or infectious diseases that appear suddenly and spread quickly among the population.
Consequences of wars, demonstrations, insurrections, acts of terrorism, sabotage and strikes.