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Travel Info
More information about your stay and accommodation

UNIVERSAL HOLIDAY CENTRE (UHC) BOOKING TERMS AND CONDITIONS

Booking procedure

Can be done in 2 ways:

  • ONLINE: Fast and safe through our website www.universalholidaycentre.com
  • BY PHONE: +34 977 353 010 during office hours. From November to Mars from 09:00 to 17:00. From April to October from 09:00 to 19:00.

Upon Booking, UHC requires payment of 40% of the total amount. This can be done 2 ways:

  • ONLINE: Credit Card payment (Visa or Mastercard). 100% Safe and simple.
  • BANK TRANSFER: you have 4 days to send us proof of your payment. If we do not receive the confirmation of payment, the booking will be automatically cancelled. 

When the booking is made 10 or less days prior to the date of your arrival, the payment must be made by Credit Card.

At least 3 days prior to arrival, we STRONGLY recommend TO USE our FREE CHECKIN ONLINE SERVICE. 
 

Check-in: can be done in 2 ways:

ONLINE: UHC offers FREE Check-in Online service. This will save you a lot of time upon arrival. You must do this maximum 3 days prior to your arrival. You need to bay the balance, the security deposit, the Tourism Tax and provide all the details of the persons in your party. Upon arrival, please go directly to the Check-in Online Service Desk at our reception. Show your ID and booking number. 

AT THE RECEPTION DESK: Upon arrival in our office you have to:

  • Provide your reservation number.
  • Provide a valid ID (passport) of ALL the party members.
  • Pay the remaining balance (with credit card of Cash)
  • Pay the security deposit (amount depends on the type of accommodation).  It is mandatory to pay the deposit with a credit card pre-authorization. The deposit hold will be released a few days after your departure, subject to inspection of the accommodation by UHC.
  • Pay the Tourist Tax: 0,99€ per adult older than 16 years and with a maximum of 7 nights.

The keys are collected in our UNIVERSAL HOLIDAY CENTRE office, situated in Salou, Avenida Pere Molas 3.

Time table for key collection: from 16:00 till 19:30. 

Late Arrivals (after 19:30)

If you cannot arrive before 19:30 you must inform us upon booking. If the arrival time changes after making the booking, or there are be any delays on the day of arrival, you must inform us asap, at the very latest, up to 19.30 h. It will be mandatory to complete the Check-in Online at least 72 hours before your arrival. The collection of the keys will be prepared in a special key box right outside our office doors. This service requires a mandatory fee of 30€.

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 an alternative accommodation for the first night.
 

Upon checking out, please take into account:

  • The accommodation must be vacated at the latest at 09:30AM.
  • Leave all the keys (and the remote control in case you have one) on the living room table and shut the door. 
  • You must clean the property, leaving it in the same conditions as when you arrived. This includes kitchenware, crockery, and cutlery.
  • Leave the sheets and towels in one pile 
  • Throw your rubbish away in the designated street containers.

If you wish to hire a cleaning service for the end or during your stay, please consult prices and availability on our website or upon your arrival at our office.

Non-compliance with any of these rules will lead to the total or partial loss of the deposit. Additional charge for delay in departure: 50€. 
 

CANCELLATIONS AND CHANGES

Should you wish to cancel your booking:

You may at all times cancel your reservation and the requested services, with the right to a refund of the amounts paid, whether referring to the total cost or the holding payment made in advance. Universal Holiday Centre has the following cancellation policy:

  • Cancellation 30 days prior to arrival date, UHC will retain 50 % of the amount received by way of holding deposit.
  • In the event of cancelling less than 30 days prior to arrival, UHC will retain the entire amount received as holding deposit.
  • Under no circumstances will the amount paid for administration costs be refunded.

You can cancel your booking by emailing to [email protected] If you need to leave before your stay is finished, under no circumstances, any refund whatsoever will be made.

UHC assumes no responsibility whatsoever for any possible loss due to lack of passports, visas and the documentation required for your journey. It is recommended to consult with the corresponding embassies, consulates and/or visa departments of the countries you wish to visit. It is your responsibility to obtain the documents required for your journey.

These conditions are included in the exclusions to the right of withdrawal as is stated in the articles 101, 97.1.i and 103 of the Royal Legislative Decree 1/2007 of November 16th. 

Cancellation Guarantee: For your peace of mind, we recommend contracting this optional service.

With our cancellation guarantee, you will have the possibility to cancel or change your booking up to 7 days before the arrival. It guarantees the refund of the holding payment (40%), discounting administration costs and those relating to the cancellation guarantee itself, up to a maximum of 2.500 €. Under no circumstances does it cover any other costs relating to your stay (transport, nursery, etc…).

Price: 5 % of the total amount of the booking.

After having received confirmation of your booking, you can make changes to it, up to 30 days before the arrival and always providing they are possible and/or authorized by UHC. Changes in bookings are not permitted for accommodations with special discount rates or subject to special offers. Only the person responsible for the booking can make changes and always in writing to [email protected] Each booking modification involves the difference in price, should there be one. The changes will only be valid for the same year. 

 

In the case of force majeure or in exceptional cases, including the owner's unilateral decision not to continue renting the accommodation, and if faced with the inability to occupy the accommodation reserved, UHC reserves the right to replace the accommodation booked with another of similar or superior characteristics, depending on availability, or to cancel the contract, refunding the total amount paid.

Groups of youths: in the case of under-21’s, and in the absence of UHC having authorized the booking by special and express permission, the contract will be cancelled without any refund whatsoever.

We reserve the right to not accept bookings (or in exceptional cases, cancel bookings already made) at our discretion and for whatever reason, without requiring a justification whatsoever. In the event that the booking was to be rejected or cancelled by UHC once the corresponding payment has been made, you will receive a refund for the amount paid.

On rare occasions, it is possible that we may have to cancel or reject a booking due to “clear errors”, regardless of the origin of said errors. For better clarity, an evident or clear error is an error (for example, in relation to prices) which a reasonable person would deem to be abnormal. In this case, the amount paid would be refunded without charge. If a booking had to be cancelled or rejected, for this reason, it would be at the exclusive discretion of UHC.

important Information about your stay

The booking holder will be responsible for the correct conduct of all occupants. Our accommodations are located in residential buildings and areas, and therefore apart from the general rules, tenants are also required to, at all times, respect the rules established by each private community. Failure to follow these rules may lead to a partial or total retention of the deposit. According to Art 39 bis of Law 13/2002, of 21st June, on Tourism, the agency may expel the customers of the accommodation if they do not comply with the regulations of use or internal regime, and with the general rules of coexistence and hygiene.

  • Respect hours of rest and the hours for pool use as established in each complex. Within these hours any type of noise or music is strictly prohibited.
  • Use of water, electric and air conditioning must be measured and rational. Help us to look after the environment!
  • When the air-conditioning is working, all doors and windows must remain closed.
  • It is prohibited to hang/drape towels or any other objects on terrace railings.
  • If your accommodation includes parking, you must park only in the place indicated by Universal Holiday Centre.
  • The use of barbecues is forbidden except in the accommodations that have them and their use has been authorized.
  • In both community pools and villas with private pools, it is mandatory to shower prior to using the pool. Shampoos, soaps and other products are not allowed in the pool/shower.
  • Any type of violent game (balls, rackets, frisbees…) is prohibited. Neither can lilo’s or floaters be used in the pools.
  • Objects such as parasols, awnings or tarpaulins, etc must not be stuck in the grass.
  • Children must always be accompanied by adults and always under their responsibility. In the event of accidents, Universal Holiday Centre will never be responsible.
  • Tenants may not store their belongings (such as prams or bikes) in common areas.

Awning policy: Years of experience renting accommodations to visitors in Spain, has shown that awnings are a frequently damaged item, resulting in expensive repair bills for Guests and unnecessary disruption to their vacations. For this reason, we have made the reluctant decision to disable these for Guest use and wish to apologize in advance for any inconvenience caused by our decision.

Pet Policy: If you travel with your pet, please contact us before making your reservation, just to confirm the pet policy of your accommodation and our specific pet conditions.

Occupancy Policy: The maximum occupancy for each property (including kids) may never exceed the number expressly authorised by UHC. Should this happen, the tenants will be expelled from the property without the right to any compensation or any refund whatsoever. Each accommodation is prepared for the number of persons you provided upon booking.
 

  • Negligence or omission of services provided by third parties or attributable to them.
  • Pool opening dates and schedules of any additional community services or facilities such as outdoor pools, gyms, indoor pools or playgrounds may vary and depend exclusively on owner communities. UHC will not be responsible in any case for the schedules restrictions or the impossibility of using these services.
  • Theft, damage or destruction originated by third parties. For your safety and to avoid unpleasant surprises we recommend you completely close windows and doors when you leave the property and do not leave important belongings in plain sight.
  • Fire, explosion, flood or power cut.
  • The correct use and enjoyment of the accommodation and related facilities will always remain under the strict responsibility of the user.
  • Building work or construction close to the holiday property.
  • Neither Universal Holiday Centre of the owner of the property will be responsible for any type of damages, direct or indirect, without any type of limitation whatsoever that may arise from misuse by the tenant, fire, theft, accident, bad weather or other types of causes.

In this regard, UHC recommends you contact your insurance company and take out travel insurance that would cover any eventuality that may arise during your holiday.

Booking accommodation with Universal Holiday Centre implies absolute and unconditional acceptance of these general conditions, as well as the jurisdiction and competence of local courts and tribunals, expressly renouncing any other jurisdiction that may be applicable.

Our objective is to provide all the elements necessary to ensure a perfect holiday. I there is a problem of any type, we would be grateful if you could let us know so that we may resolve it as soon as possible. 

Upon arrival at your accommodation, please take a few moments to check if all is well. If you notice any incident or problem, it is obligatory to notify this within a maximum of 24 hours after your arrival and we will then proceed to resolve this as quickly and as effectively as possible. After that 24 hours period, any failings in the property will be attributed to the tenant and deducted from your deposit. For any incidents relating to the cleaning, furnishings or bed linen/towels, please inform us until maximum 12:00h of the next day following your arrival.

To this effect, you expressly authorize UHC staff to enter the property in your presence or absence, with the technical personnel required in each case, to carry out whatever actions may be necessary to solve the problem. You accept these conditions and expressly accepts that you will not present any claims or complaints due to the damages that may be caused by spontaneous or chance breakdowns or problems that may arise during your stay in the apartment.

Photos used on our website do not have contractual character and some of the elements (such as awnings, sun loungers, barbecues or decorative items) may differ or not be available for use in the accommodation upon arrival. 
Complaints of any nature made to UHC after the day of departure will not under any circumstances be attended to, as we understand you were happy with your accommodation given that you decided to stay. 

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