GENERAL TERMS AND CONDITIONS of UNIVERSAL HOLIDAY CENTRE (UHC)

1. 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. 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 requires payment of 40% of the total amount. Payment can be made in two ways:

• ONLINE: 100% secure and compliant with data protection policies.
• BANK TRANSFER: You have 2 days to send us the payment receipt. UHC does not cover any transaction fees. If we do not receive the receipt within this period, the booking will be automatically cancelled.

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

3. CHECK-IN

It is mandatory to complete online registration no later than 5 days before arrival. You must provide the details of all occupants of the accommodation (including children) and pay online the remaining balance, the security deposit, and the tourist tax. The security deposit will be returned within 7-10 days after departure, following an inspection of the accommodation by our staff to ensure no damages have occurred and that the accommodation rules have been followed.

All guests over the age of 14 must register by completing a specific form, which we will share with the booking holder prior to the rental start date. This form must be filled out before or at the time of key collection by the guest who is the contract holder, signed during the traveller registration process. If this obligation, established in Royal Decree 933/2021 of 26 October, regarding the registration and information obligations of individuals or legal entities engaging in hospitality activities and motor vehicle rentals, is not fulfilled, keys will not be handed over, and access to the property will not be permitted.

4. KEY COLLECTION

Key collection is exclusively at the UHC office located at:

• Address: Avenida del Batlle Pere Molas 3, 43840, Salou.

Key collection hours:

• Between 28/10/2023 and 22/03/2024: From 16:00h to 17:00h*.
• Between 23/03/2024 and 03/11/2024: From 16:00h to 19:00h**.
• Between 04/11/2024 and 15/12/2024: From 16:00h to 17:00h*.
• Between 15/12/2024 and 13/01/2025: No bookings accepted.
• Between 13/01/2025 and 11/04/2025: From 16:00h to 17:00h*.
• Between 12/04/2025 and 02/11/2025: From 16:00h to 19:00h**.
• Between 03/11/2025 and 20/12/2025: From 16:00h to 17:00h*.

*Arrivals after 17:00h during the following periods:

• Between 28/10/2023 and 22/03/2024
• Between 04/11/2024 and 15/12/2024
• Between 13/01/2025 and 11/04/2025
• Between 03/11/2025 and 20/12/2025

If you cannot arrive before 17:00h, you must indicate this at the time of booking. In case of unforeseen delays, you must inform us as soon as possible and no later than 17:00h on the day of arrival. Keys will be placed in a secure locker with a secret code located outside the office.

Important: If you do not notify us of a late arrival and/or do not complete the online registration, UHC cannot guarantee entry to the accommodation. The office will close at 17:00h until the next business day, and you will need to find alternative accommodation for that first night without the possibility of a refund.

**Arrivals after 19:30h during the periods from 23/03/2024 to 03/11/2024 and from 12/04/2025 to 02/11/2025:

An extra charge of €50 applies. Please note that this fee covers additional procedures to manage your booking and key delivery, as well as ensuring a staff member is "on call" to assist you if any issues arise upon arrival. Keys will only be provided via locker if you have fully completed the online check-in, including all payments. If any step is incomplete, Universal Holiday Centre cannot guarantee access to the keys. It is possible for a third party to collect the keys without charge within office hours, provided this has been informed in advance and confirmed by UHC.

If you cannot arrive before 19:30h, you must indicate this at the time of booking. In case of unforeseen delays, you must inform us as soon as possible and no later than 19:00h on the day of arrival. Keys will be placed in a secure locker with a secret code located outside the office.

Important: If you do not notify us of a late arrival and/or do not complete the online registration, UHC cannot guarantee entry to the accommodation. The office will close at 19:30h until the next business day, and you will need to find alternative accommodation for that first night without the possibility of a refund.

5. BEHAVIOUR AND RULES

• Responsibility of the Booking Holder: The person named on the booking is responsible for the proper behaviour of all occupants. Subletting, sharing, transferring, or reselling the accommodations or using them for commercial purposes is not permitted. If UHC suspects that activities infringing current laws, our guidelines, public order, or decency are taking place, we reserve the right to access the accommodation to verify. If suspicions are confirmed, UHC has the right to terminate the contract and expel the offending person(s) from the accommodation immediately without refunding the rental.
• Community Norms: Our accommodations are located in residential areas, so you must respect general rules and those specific to each community. Non-compliance may result in retention of the security deposit or expulsion without compensation, according to Article 39 bis of Law 13/2002, of 21 June, on Tourism.
• Maximum Occupancy: The maximum occupancy of the accommodation (including children) must not exceed that expressly authorised by UHC. Occupancy refers to overnight stays in the accommodation. While occasional visitors are allowed, these should not involve excessive or continuous use of the accommodation's facilities and/or supplies. For example, if one family (A) rents accommodation without a pool and another friendly family (B) rents accommodation with a pool during the same period, family (A) is not permitted to access family (B)'s complex to use the pool every day of their stay. While occasional visits are acceptable, regular use of the pool facilities by family (A) is not allowed.
• Quiet Hours and Facility Use: Respect the designated quiet hours and the usage times of pools and other facilities as indicated in each community. Any kind of noise or music during these hours is prohibited.
• No Smoking: Smoking inside the accommodations is not allowed.
• Children's Supervision: Children must always be accompanied by adults and are under their responsibility. Universal Holiday Centre is not liable in case of accidents.
• Pets: To bring your pet, you must inform UHC before booking and confirm that it is allowed in your chosen accommodation and under what conditions. Pets must always be under control, and dogs should not be left confined on terraces or patios. Even if some properties do not accept pets, we cannot guarantee that pets have never been present, and we are not responsible for possible allergies. Guests are advised to inform themselves about local regulations for their safety and that of others.
• Awnings: Unless otherwise indicated and even if shown in accommodation photos, we have found (after years of experience renting tourist accommodations) that awnings are frequently damaged, resulting in costly repair bills for guests and unnecessary interruptions to their holidays. For this reason, we have decided to deactivate them for use and apologise in advance for any inconvenience caused by our decision.
• Internet/Wi-Fi: Available only if indicated in the accommodation description. In some complexes, the network is communal and only available in certain areas, so you may not have coverage inside the accommodation. The connection is a free service for activities that do not consume large amounts of data. This service has not been considered when setting the accommodation price, so it is not possible to claim due to speed issues or lack of connection. In accommodations where Wi-Fi is not expressly indicated, there is the option to hire the service as an optional portable router for an additional daily charge. In certain areas of the Costa Dorada, coverage may be insufficient for this service, and you will be informed if you request it. The same conditions apply, but the client can suspend the service at any time, recovering the proportional part of the unused service cost.
• Lost Keys: The tenant is responsible for paying for lost keys and covering the cost of changing locks. Forgetting keys inside the apartment requiring staff displacement will incur an additional supplement.
• Resource Use: The use of water, electricity, and air conditioning must be measured and rational. Help us care for the environment! When the air conditioning is running, doors and windows must be completely closed. In case of prolonged absence (half a day or full day), we ask that you turn off air conditioning and lights. It only takes a few minutes to cool the property.
• Environmental Commitment: In our commitment to care for the environment and address our valued customers' requests, we have implemented measures to reduce the use of plastics in our properties. Therefore, we will not provide soap or any single-use hygiene products. Upon arrival, you will find a basic cleaning kit for the first few days, a complimentary roll of toilet paper per bathroom, and reusable cleaning tools like brushes and mops to help you keep the apartment in optimal condition during your stay. Additionally, to minimise our environmental footprint, we do not supply any food products such as oil or salt. We recommend that you bring your own supplies or purchase local and sustainable products, which also helps support the local community. By reducing plastic use and promoting responsible practices, we aim to offer environmentally conscious accommodation for all our guests. We appreciate your understanding and cooperation with these sustainable initiatives.
• Common Areas: Personal belongings cannot be stored in common areas.
• Balcony Restrictions: Hanging towels or other objects on balcony railings is prohibited.
• Parking: If the accommodation has parking, you must use the designated space. Please consult us if you have a very tall or large vehicle. UHC is not obliged to provide another space if your vehicle does not fit, there is insufficient space to enter or exit the vehicle comfortably, it causes inconvenience to another vehicle, or the parking space is occupied by a third party (although we will do everything possible to resolve it). Our accommodations do not have an electric vehicle charging point, and charging from a regular power outlet is prohibited as it can cause overheating, damage electrical installations, and potentially start fires.
• Barbecues: Prohibited except in accommodations that have them and are expressly authorised.
• Pools: It is mandatory to shower before using the pool. Shampoos, soaps, violent games, inflatables, floats, and inserting objects into the lawn are not allowed.
• Private Areas: Some accommodations may have a closet or even rooms (these do not count towards those indicated in the advertisement) locked to store the owner's belongings. The rest of the material and spaces can be freely used.

6. CHECK-OUT / DEPARTURE

• Departure Time: All accommodations must be vacated by 10:00h at the latest. If you wish to leave later, consult our staff about the possibility of a late check-out and any additional charges. This is subject to availability until the day before the scheduled departure.
• Key Return: As a rule, all keys should be left on the living room table, and you simply close the door. In some accommodations, you may be asked to lock the door and leave the key in a key locker on the door.
• Luggage Storage: We can store your luggage in our office free of charge on the day of arrival and departure (only during office hours).
• Condition of the Accommodation: The accommodation must be left in the same condition as upon arrival. Although a professional cleaning team attends after each guest, it is the guest's responsibility to clean the accommodation and leave it in the same condition in which it was handed over. It is not necessary to wash sheets or towels. You can hire the final cleaning service (consult the price in advance if interested), and we will take care of it. However, even if you hire this service, it is required at a minimum: Dispose of all rubbish and not leave food/products, wash dishes and leave kitchenware clean and stored, and empty the dishwasher, clean the oven and outdoor barbecue (if any). In other words, you are not exempt from these basic obligations. The goal is to ensure the next guest finds the accommodation in perfect condition, just as you found it upon arrival. Failure to comply with these rules may result in deductions from the security deposit. 

7. SECURITY DEPOSIT

For all accommodations, payment of a security deposit is mandatory. The deposit serves as a guarantee for us and the property owner to cover, among other things (though not exhaustively), damages, breakages, or any harm to the property or its facilities not arising from normal wear and tear, inadequate final cleaning if performed by you, non-compliance with accommodation rules, or unjustifiable and illogical utility consumption costs.

The deposit is paid exclusively by credit card 5 days before arrival and is refunded between 7 and 10 days after departure. The amount of the deposit will depend, among other factors, on the size of the holiday home and its facilities. The deposit amount is stated on our website and is shown before making the reservation.

The deposit refund will occur no later than 10 days after the end of the rental period. If, exceptionally, we need to claim part or all of it, you will be duly informed, and this amount will be deducted from the deposit before its return. In case the claimed amount exceeds the deposit, we reserve the right to claim an additional amount from you.

8. CANCELLATION & MODIFICATION POLICIES

Cancellations

• Management Fee: All bookings have a non-refundable management fee of €29.
• Cancellation Policy: Our rates are cancellable at no cost, except for luxury villas. Cancellation can be made up to 15, 30, or 42 days before the arrival date, depending on the accommodation and dates. Please review the conditions during the booking process.
• Cancellation Procedure: Cancellation must be communicated via email to info@universalholidaycentre.com.
• No Refunds in Certain Cases: In case of unforeseen departure before the end of the stay, no amount will be refunded.
• Third-Party Bookings: If your booking was made through an external company (e.g., Booking, Airbnb, TripAdvisor), their cancellation policies will apply, and the booking can only be cancelled through them. In case of a no-show without prior cancellation, no refund is applicable.
• Documentation Responsibility: UHC assumes no responsibility for losses due to lack of passports, visas, or other necessary travel documents.
• Right of Withdrawal: These conditions are included in the exclusions to the right of withdrawal as set out in articles 101, 97.1.i, and 103 of Royal Legislative Decree 1/2007, of 16 November.

Modifications

• Modification Procedure: The booking holder can modify the reservation if possible and authorised by UHC.
• Communication: Modifications must be communicated via email to info@universalholidaycentre.com.
• Conditions: Changes to accommodations with special rates or offers are not accepted. Valid only for dates within the current season.
• Modification Fee: Each modification involves payment of any price difference, if applicable, and a modification fee of €29.

9. SUBSTITUTION OR CANCELLATION BY UHC 

• Force Majeure: In case of force majeure or the owner's decision not to continue renting, UHC reserves the right to cancel any reservation made before 28/02/2025 and up to that date due to non-renewal of the contract. A similar accommodation will be offered, or the amount paid will be refunded.
• Groups of Young People: We primarily manage holiday home rentals for families and couples. When making the reservation, groups of young people must indicate that they are such a group. By "group of young people," we mean groups of at least 3 persons under 21 years, mostly, although the age limit may be higher depending on the type of property, a circumstance that will be reflected in the property's description on the website. If you are a group and without express authorisation from UHC, the contract will be cancelled without refund. Accommodations indicate whether they accept groups.
• Right to Refuse or Cancel Bookings: UHC reserves the right not to accept bookings or cancel them without justification. The payment received will be refunded.
• Double Bookings: Since the accommodation is offered for rent on other vacation rental websites, and to avoid double bookings, UHC reserves the right to cancel the reservation within 24 hours of the request, refunding in full the amounts paid, without compensation, or offering other dates or accommodations.

10. CLAIMS

• Incident Reporting: Any damage or incident must be reported within 24 hours of arrival. After this period, damages may be attributed to the tenant. The cleaning staff performs a property check during cleaning. However, if you feel something may have been overlooked, please let us know so we can assist. Our goal is to ensure guests fully enjoy their stay. If you have any problem affecting your enjoyment, you must inform us as soon as possible and in writing to info@universalholidaycentre.com.
• Resolution Opportunity: UHC must have the opportunity to resolve any issues raised during the stay, and the tenant must consider local conditions regarding a reasonable amount of time to rectify the problem. As a general rule, a period between 24 and 48 hours after the incident notification is considered reasonable, depending on its severity, and compensation claims will not be accepted until that period has elapsed.
• Cleanliness and Inventory Claims: Claims regarding cleanliness, inventory, and/or linens must be communicated at the time of arrival to give us time to resolve them appropriately and effectively.
• Post-Stay Claims: Claims made after the departure day will not be addressed, as it is understood that the guest agreed by not communicating the incident.
• Access for Repairs: The tenant authorises UHC staff and maintenance and cleaning personnel to enter the accommodation to carry out necessary repairs. If maintenance assistance has been requested and subsequently staff are not allowed access when they are there, deductions from the security deposit may be applied to cover the technician's travel.
• Photographic Representation: The photos used on our website are not contractual, and some elements (such as awnings, sunbeds, barbecues, decoration items, etc.) may differ or not be available for use at the accommodation upon arrival. Differences between the website description/photos and the actual property characteristics do 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 emphasise that certain complexes (Larimar, Novelty, Paradise Village, Ventura Park, Costa Linda, Riviera, etc.) explicitly indicate in the description that you are booking a "type" or "class" of accommodation and not a specific apartment. Therefore, some small basic features or furniture/decor may vary slightly depending on the exact accommodation in which you will stay, but all have the same main features. In these 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.
• Accuracy of Information: All the information on our website has been compiled from updated data, and we have ensured its accuracy. However, there may be occasions when the advertised equipment or facility is modified or unavailable. Such situations may be dictated by local circumstances, maintenance requirements, water shortages, adverse weather conditions, fuel shortages, power outages, and other circumstances beyond our control. If we are notified of such circumstances, we will endeavour to inform you as soon as possible, but we cannot be held responsible in such cases. It is also important to remember that some local facilities or services, such as shops, restaurants, pools, and recreational or sports facilities, may not operate year-round.

11. UHC IS NOT RESPONSIBLE FOR THE FOLLOWING:

• Negligence or Omission by Third Parties: Negligence or omission of services provided by third parties.
• No Liability for Misuse or Natural Events: Any direct or indirect damages, without limitation of any kind, caused by tenant misuse, fires, thefts, accidents, weather conditions, or other causes. Proper use and enjoyment of the accommodation and its attached facilities will always be under the strict responsibility of the user.
• Communal Services Absence or Limitation: Absence or limitation of communal services (swimming pools, sports facilities, or children's playgrounds) in complexes due to decisions by the community or unexpected reasons.
• Disturbances Beyond Control: Disturbances (such as noise or odours) originating outside the boundaries of the holiday accommodation or beyond UHC's control, such as construction near the property, noise from sports facilities or third parties (restaurants, bars, discos, or neighbours), or odours from drainage, industry, agriculture, or hospitality activities.
• Mechanical or Electrical Breakdowns: Breakdown of mechanical or electrical equipment, such as washing machines, hobs, grills, ovens, toasters, refrigerators/freezers, air conditioning units, pumps, boilers, pool filtration systems, etc. Nor furniture, such as mattresses, furniture, or cushions, nor failures in public services, such as water, gas, or electricity. During your stay, we will endeavour to ensure that appliance repairs are attended to as soon as possible after being notified. However, due to circumstances beyond our control (e.g., needing to order parts or the unavailability of tradespeople), immediate repair may not be possible. In such circumstances, UHC accepts no liability, and no refunds will be made for consequential damages from such breakdowns, such as spoiled food in fridges or damaged clothes from washing machines. If repairs cannot be attended to promptly, we will do our best to provide a substitute appliance if possible.
• Insects and Other Animals: The appearance of insects and/or other animals in or around the property. If you encounter such problems during your stay, we will take appropriate action as soon as we are notified. However, in some cases, the problem may not be easily or completely eradicated, and it cannot be expected to be. In certain areas, insects such as mosquitoes, ants, or cockroaches are likely to be present during your stay. It is advisable not to leave food or crumbs in kitchens or on terraces/balconies, as this attracts ants, cockroaches, and/or other unwanted insects. Guests are expected to "drop off" their own rubbish in bins usually located nearby. Please ensure that rubbish is disposed of promptly without causing any buildup that could attract insects. It is highly recommended to remove your rubbish every day. You will find rubbish containers near the accommodations.
• Deterioration of Pool Water Quality: (in accommodations with this facility) caused by natural phenomena (e.g., wind, plants, insects, rain, sand, etc.) or improper use of the pool by the client (e.g., use of creams and sunscreens, lack of hygiene, etc.).
• Responsibility for Accidents or Loss: Neither the property owner nor UHC will be liable for any damage or injury that may result from using the property and its facilities, including damage, injuries, allergic reactions, accidents, losses, theft, vandalism, fires, and any other events occurring within it without limitation. UHC is not responsible for the client's personal belongings in the rented accommodation, nor for lost or forgotten items after the client has checked out. Personal belongings found in the properties will be stored in the UHC office for two weeks after discovery, provided they can be stored without danger or deterioration. Unstable, potentially dangerous items or food will not be stored under any circumstances. If an item is found and stored, and the client claims it within that period, the client may collect the item in person or authorise a third party to do so. UHC is not responsible for returning any item to the client at their cost. After the two-week period, UHC will dispose of any uncollected items.

12. MISCELLANEOUS

• Travel Insurance: UHC recommends purchasing travel insurance that covers any eventuality during the holidays, as our agency will assume you have purchased your own travel insurance policy. It is your responsibility to ensure the coverage is adequate and sufficient for your needs. If you choose to travel without adequate insurance coverage, we will not be responsible for any loss, whatever its origin, for which there would have been insurance coverage.
• Accuracy of Information: We have communicated all the information on our website as accurately as possible. Since these are private holiday homes, the information may be subject to change. We are not liable for such changes or for errors in images or printing. All commercial use, including partial or total reproduction, of the commercial material found on the website is prohibited.
• Privacy Policy: Please consult our privacy statement on our website to understand how we handle your personal data. By submitting your data to us, you agree to its use under our statement.

Booking accommodation with UHC implies acceptance of these general conditions and the jurisdiction of the local courts. These conditions were originally drafted in Spanish and later translated. In case of any discrepancies, the original wording will prevail. If any clause or part of a clause in this document is invalid or becomes invalid, illegal, or unenforceable, it shall be deemed deleted; this will not affect the validity and enforceability of the remaining provisions of this Contract.