Terms & Conditions

1. GENERAL


Societies:


Reservation Shop, S.L.U.
Avda. Alfereces Provisionales 28
35100 Playa del Ingles, San Bartolomé© de Tirajana, España.
ID Fiscal: B35978311


Hotelera RH, S.A.
Av. Samuel Lewis. Edificio Afra. Piso 9.
Panamá. 
ID Fiscal: 1313639-1-608866 DV41


Solar Chaca SA de CV
Boulevard Kukulkan Kilometro 8.5 Manzana 50 Lote 5
Zona Hotelera Cancún. Quintana Roo 77500, México.
ID Fiscal: SCH961004P38


Solar Solimanche SA de CV
Boulevard Kukulkan Kilometro 8.5 Manzana 50 Lote 5
Zona Hotelera Cancún. Quintana Roo 77500, México.
ID Fiscal: SSO950530U47


Comercial Chemax SA de CV
Boulevard Kukulkan Kilometro 8.5 Manzana 50 Lote 5
Zona Hotelera Cancún. Quintana Roo 77500, México.
ID Fiscal: CCE970128120


MX Riusa II SA de CV
Boulevard Kukulkan Kilometro 8.5 Manzana 50 Lote 5
Zona Hotelera Cancún. Quintana Roo 77500, México.
ID Fiscal: MRI961004L20


Urban Developments Panamá, S.A.
Av Nicanor De Obarrio, Calle 50. Urb Marbella Ciudad De Panamá. Panamá.
ID Fiscal: 11882781579588


Prhoresa Costa Rica, S.A.
Playa Matapalo 3km Este. Nuevo Colon. Sardinal Del Carrillo.
Guanacaste. Costa Rica.
ID Fiscal: 3101450627


SF Costa Rica Hotelera de Guanacaste, S.A.
Playa Matapalo 3km Este. Nuevo Colon. Sardinal Del Carrillo.
Guanacaste. Costa Rica.
ID Fiscal: 3101450625


All the foregoing companies (hereinafter “RIU HOTELS”) market hotel services and provide information regarding companies relating to the RIU brand (hereinafter “Grupo Riu”) through the www.riu.com website (hereinafter the “Website”). 
The transaction made through the Website shall be billed by one of the listed companies, with whom the contract is deemed to have been entered into. The Terms and Conditions herein are applicable to each and every one of the above-listed companies; therefore, the expression RIU HOTELS refers to any of them.
Use of the Website and purchasing of the services (hereinafter the “Services”) offered thereon entail the users' and/or customers' (hereinafter both shall be referred to interchangeably as “User” or “Users”) acceptance of the General Terms and Conditions of Contract, the Special Terms and Conditions defined in the purchasing process and the Privacy Rules, which are updated regularly; therefore, it is important that the User reads them each time they visit the Website and any Special Terms and Conditions for each Service, which must also be accepted.
Simply browsing the Website does not create any agreement whatsoever between RIU HOTELS and the User. RIU HOTELS provides information on the Website relating to the Services that it markets thereon. The Website provides information relating to the hotels that RIU HOTELS markets (hereinafter the “Hotels”). 
By accessing and using the Website, the User hereby undertakes to accept the General Terms and Conditions provided herein below (the “Terms and Conditions”); therefore, we recommend that the User reads this section carefully prior to starting. RIU HOTELS reserves the right to change, modify, add or delete part of the Terms and Conditions, and make changes to the Services without prior notification at any time. 
All the resources and technical requirements required to access the Website and the Services must be borne exclusively by the User, as well as any expenses or taxes that may arise from the provision of the Services.


2. EXCLUSION OF LIABILITY

RIU HOTELS shall not be held liable for damages arising from accessing, utilising or improper use of the Website's contents. 

The Website shall be used at the User's own discretion and risk. RIU HOTELS, its representatives or agents shall not be held liable for any loss, damage or damages, either direct or indirect, particular or causal, which are related in any way or arise from using the Website or any information contained thereon. By accepting the Terms and Conditions, the User hereby expressly waives any claim against RIU HOTELS that stems from using the Website or the information contained thereon.


3. CONTENT LIABILITY

RIU HOTELS shall not be held liable for any potential discrepancies that may exist between the printed versions of their documents and the electronic versions thereof published on the Website. The documents and photographs published on the Website may include technical inconsistencies or typographical errors. The information undergoes regular changes, and RIU HOTELS is able to make improvements or changes to the Services herein described at any time. RIU HOTELS shall not be liable for the truthfulness of any information that it has not created themselves, and shall not be liable under any circumstances whatsoever for damages that may arise from the use of such information.


4. INDUSTRIAL AND INTELLECTUAL PROPERTY

This website contains and refers to the industrial and intellectual property rights of RIU HOTELS and Grupo Riu. 

All of this website's contents, such as text, graphics, logos, icons, images, data collections, as well as software, are the exclusive property of Grupo Riu and protected by international copyright laws. 

RIU HOTELS reserves the right to bring civil and/or criminal proceedings against any individuals or legal entities, as well as the representatives thereof, which breach the Terms and Conditions set forth herein, in particular with regard to Copyright. 

The Website is not intended to be distributed, used or accessed by individuals from jurisdictions where visiting this website leads to RIU HOTELS breaching any law or regulation in such jurisdiction.


5. LEGAL AGE AND LEGAL CAPACITY

The User hereby declares that they are of legal age (over 18 or 21 years old in some jurisdictions) and that they have the legal capacity required to purchase the Services provided on the Website in accordance with the Terms and Conditions, which they fully comprehend and understand. RIU HOTELS shall under no circumstance be liable in the event that Services are purchased by a minor, and the minor, their parents or guardians must assume the costs and consequences that may arise from such purchase. Access to the Website is the exclusive responsibility of the Users. 

RIU HOTELS advises against minors staying at hotels advertised as “Adults Only” as the Hotel's offering is intended for adults.

 

6. ACCEPTING THE TERMS AND CONDITIONS

Once the User has accessed the Website, in order to purchase the Services, they must follow all of the indications and instructions included in the purchasing process, completing for these purposes the Special Terms and Conditions and other forms established for each Service, which shall entail reading and accepting all the applicable General and Special Terms and Conditions. 

In checking the acceptance of the Terms and Conditions, the User verifies the contract entered into with RIU HOTELS, confirming the dates indicated in their reservation, chosen Hotel, number of rooms and guests, and any other Special Terms and Conditions relating to the Service described in the purchasing process. The User hereby undertakes to verify the truth and accuracy of the information provided; any contract where the User has provided incorrect information shall be null and void. No purchase-confirmation slips or documents arising from false information shall be accepted at any Hotel. If a User has made a reservation using false information, they shall meet the processing and operational costs stemming from their reservation and shall compensate the Hotel for the loss of earnings deriving from the reservation of rooms that are not going to be purchased by the User or third parties. 

The Terms and Conditions and the price of the reservation purchased are those that are expressly stated in the purchasing process; RIU HOTELS reserves the right to modify the prices provided that it has notified the User beforehand. 

Once the purchase has been made, RIU HOTELS will issue the proof of purchase and/or documents applicable to the reservation in question. 

The Terms and Conditions herein, the Special Terms and Conditions relating to the sale of the rate reserved by the User and the reservation confirmation slip or request, detail all of the obligations between the parties. 

No General or Special Terms and Conditions communicated by the User may be inserted into the Terms and Conditions herein. 

The documents that comprise the contractual obligations between the parties are, in descending order of priority, the reservation confirmation slip or request (including the Special Terms and Conditions of the reserved rate) and the Terms and Conditions herein. 

In the event of a discrepancy between the reservation confirmation slip and the General Terms and Conditions, the terms set forth on the reservation confirmation slip shall be the only terms and conditions applicable to the obligation in question.


7. RATES AND BILLING

A rate breakdown shall detail the final price of the Service that has been purchased, as well as indirect taxes or any other fee or tax that is applicable in the country where the Service is rendered. 

In some countries, a fee must be paid to enter and/or leave the territory; such fees must be paid by the User in their capacity as tourists or visitors and must be collected by RIU HOTELS, which shall subsequently forward these to the Government of the country in question. RIU HOTELS shall do everything within their power to ensure the User is informed of such fee prior to purchasing a Service. Nevertheless, if any country or region were to implement a fee in such a way that RIU HOTELS were unable to notify the User prior to purchasing a Service, the latter hereby expressly authorises the former to charge such fee using the selected payment method. 

In any event, the User hereby accepts full and sole liability with regard to those fees arising from their trip, such as port, airport, visa fees, etc. 

A charge of one euro (€ 1) — or equivalent currency based on the exchange rate on the day that the charge is to be made — may be made on the User's credit/debit card in order to verify that such payment method is in working order. The euro charged to the card will be discounted from the total amount of the reservation. 

RIU HOTELS will not send bills, confirmation slips or any other documents relating to the reservation on paper under any circumstance. The User hereby accepts Grupo Riu's 

commitment to the environment, and therefore accepts the electronic means through which they will receive the documents. 

The prices relating to the reservation of the Services shall be indicated before and during the reservation process. 

The prices shall be expressed per room, number of guests and date selected. 

The prices shall be confirmed to the User with all the taxes included, in the Hotel's commercial currency (in some cases it may be different to the Hotel's local currency) and shall only be valid for the period indicated on the Website. 

All reservations, regardless of their origin, must be paid in the Hotel's currency, except when there are particular provisions indicated at the Hotel. 

Currency conversion is shown for information purposes only, never contractual purposes. Only the currency that has been confirmed when the reservation is made is guaranteed (if such currency is different to that of the Hotel, the currency conversion costs shall be met by the User).


8. PAYMENT METHODS

RIU HOTELS shall indicate the available payment methods according to each Hotel and how far in advance the reservation is made. The User must make the payment by means of any of the methods of payment available. 

Based on how far in advance the reservation is made and the Hotel, the available payment methods are as follows:


9. RESERVATIONS, CANCELLATIONS AND CUSTOMER SERVICE

The User may modify or cancel the reservation via the Website or the call centre. The modification, cancellation or no-show terms and conditions for the reservation shall be those that feature in the purchasing process specified on the Website, which the User is aware of and hereby expressly accepts at the time the reservation is made:

A modification shall be deemed to be: 

Changing the name of the User that made the reservation shall be deemed to be a Cancellation.
Contact with RIU HOTELS for information, suggestions or to conduct a claim may be done through the form accessible through the link "Contact" in the center of the bottom of the web or through phone accessing the link "Contact Us "at the right of the top of Web.
User also can contact directly using the following email addresses:
Pricing and Reservations: reservations@riu.com
Hotel Information: reservations@riu.com
Suggestions or general comments reservations@riu.com
Claims after hotel stay: crm@riu.com
Suggestions and comments on the web: webmaster@riu.com
Technical problems during Web use: webmaster@riu.com
 

10.HOTEL STAY 

Upon arrival at the Hotel, the reservation must always be confirmed by means of the confirmation slip. The User hereby undertakes to carry the confirmation slip and present it when checking in, accepting that the Terms and Conditions of the reservation may not be guaranteed if such document is not presented. 

The User hereby accepts and undertakes to use the room and the Hotel's facilities in an appropriate manner. Any behaviour that goes against good manners and public order may enable the Hotel to request the User to leave the establishment without any compensation whatsoever or any type of refund if a payment has already been taken. 

Users taking food into the Hotel shall be required to sign the document releasing the Hotel from liability beforehand; such document shall be provided to them in the Hotel's reception. 


11. OFFER VALIDITY 

The Website's offers shall only be valid during the time when they are accessible to the Users to be purchased by means of the established purchasing process. 

The quote displayed on the Website shall be based on the rate in force for the User's country of residence, using the User's IP address as reference. In the event that, due to a discrepancy between the User's IP used to access the website and their country of origin, an incorrect calculation is made, RIU HOTELS reserves the right to change the system's quote, having previously notified the User. 

In the event that RIU HOTELS cancels the reservation due to an act of nature or force majeure, the reservation shall be cancelled without entitling the User to file a claim or request compensation. Such event must be communicated to the User, where possible, via the communication channel used when confirming the reservation. 


12. PRESERVATION PRINCIPLE 

If one or several of the provisions included in the Terms and Conditions were declared partially or completely null and void, this shall only affect such provision or the part that has been declared as such, with all other provisions remaining in place, deeming such provision or the affected part thereof as not included. 


13. NOTIFICATIONS 

All notifications, summons, requests and other communications that must be made by the parties in relation to the Terms and Conditions must be made in writing and shall be deemed to have been duly performed when they have been delivered by hand or sent by normal post to the other party's address or to the email address thereof. 


14. JURISDICTION AND APPLICABLE LAW 

Any conflict arising from the use of the Website shall be governed by Spanish Law and the Courts of Palma de Mallorca. 


November 2013