1. GENERAL
The companies forming part of the RIU Group (hereinafter, «RIU HOTELS») market hotel services and manage the brand's corporate information through the website www.riu.com and mobile apps: RIU Hotels & Resorts and RIU Partner Club. To find out the details of all the entities that are part of the organisation, you can consult the complete list in the section «Companies of the RIU Group» of the Privacy Statement.
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.
RIU is not liable for the content of websites operated by third parties. All product and service names or slogans shown on this website are registered trademarks belonging to RIU HOTELS and, as a result, cannot be copied, imitated or used in full or in part without prior authorisation from RIU HOTELS.
If, as a user of this website, you know that a violation of any property protected under intellectual or industrial property law is being committed on this site, please notify us at the following email address: [email protected].
5. LEGAL AGE AND LEGAL CAPACITY
The User declares that they are of legal age (over 18 years old or 21 in some jurisdictions) and possess the necessary legal capacity to contract the Services offered on the Website in accordance with the Conditions, which they fully understand and comprehend. In the event of a minor contracting, RIU HOTELS will not be responsible in any case, and the minor themselves, their parents or guardians must assume the expenses and consequences that this may cause. Access to the Website is the exclusive responsibility of the Users.
RIU HOTELS prohibits the entry of minors into Hotels advertised as “Adults Only” because the Hotel's offering is designed for adults.
6. RESERVATIONS INCLUDING MINORS
The hotel reserves the right to request additional information to verify the identity of the minor and their relationship to the user, either during registration or check-in at the hotel reception or during the duration of their stay.
This information may include but is not limited to: documentation proving the legal relationship between the user and the minor; original notarized permission signed by the parents or guardians; a copy of the minor's birth certificate; the minor's passport or identity document.
If the information is not presented, the hotel may deny entry to the minor.
7. 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.
8. 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 refunded automatically to it.
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).
When making your reservation, please provide the details that you wish to appear on the invoice for services. Some hotels may generate electronic invoices. The original file is certified and available online at the e-mail address indicated by the hotel.
9. 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.
RIU HOTELS is not responsible for any possible commissions, fees, or additional charges that the User's bank or intermediary payment systems may apply. This includes, but is not limited to, currency exchange fees, international transactions, or charges for services specific to the issuing entity. The amount that RIU HOTELS receives must correspond to the indicated booking price; any financial cost derived from the chosen payment method will be fully borne by the User.
Based on how far in advance the reservation is made and the Hotel, the available payment methods are as follows:
If payment is made with a card, it must be presented upon arrival at the hotel. If the card cannot be provided, RIU HOTELS reserves the right to cancel the reservation.
If you use a bank card to pay for the contracted service in advance, please be aware that our payment processor is a European entity. If your bank is located outside Europe, it will be treated as an international payment.
| HOTELS | CASH PAYMENT LIMIT |
|---|---|
| Spain | €1,000 |
| Portugal | €1,000 |
| Costa Rica | 1.386.600 CRC |
| Mauritius | 500,000 MUR, or equivalent in foreign currency |
| Jamaica | Transactions over 1,000,000 JMD are illegal |
| Sri Lanka, Maldives, Dubai, Bahamas, Aruba, Mexico, Dominican Republic, Ireland, Morocco, Germany, Panama, Costa Rica, and the United Kingdom | No limit in place |
| Cape Verde | 100,000 CVE |
| Tanzania | 10,000 USD |
| Senegal | No limit. An additional 1% Droit de Timbre fee applies if paid in cash. |
| United States | No limit. Any cash payment exceeding 10,000 USD must be reported to the IRS. |
In Spain and Portugal, if the value of the invoice for natural or legal persons is equal to or greater than the amounts indicated, it must be paid in full electronically. In Cape Verde, if the value of the invoice is equal to or greater than the amount indicated, it must be paid by bank transfer or credit card.
10. ADDITIONAL SERVICES
When the services of any third party offering to provide services other than hotel reservations such as flights, rail and coach transfers, or car rental are promoted either on www.riu.com or in any other media, these services are operated by third parties and the terms and conditions of the third party service provider will apply. RIU HOTELS is not responsible for the correct performance or otherwise of these third party suppliers and in particular is not responsible for delays, cancellations or incorrectly featured information.
11. RESERVATIONS, CANCELLATIONS AND CUSTOMER SERVICE
The User may cancel the reservation via the Website or the call centre. If they wish to modify their reservation, they must contact the Call Center.
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 or cancellation that entails a cost will be charged directly to the card that was provided as a guarantee at the time of purchase.
A modification shall be deemed to be:
Changing the name of the User that made the reservation shall be deemed to be a Cancellation.
These clauses are not valid for stays reserved with special rates. In this instance, the respective terms and conditions established will apply.
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:
12. NO SHOW
It will be considered a “no show” when the client does not appear at the Hotel on the day of arrival yet has not cancelled the reservation. In the event of a no-show when the reservation has been guaranteed by a credit card, RIU HOTELS will charge the amount indicated in the cancellation policy which was accepted upon making the reservation. The charge will be issued to the credit card provided by the client to guarantee the reservation. Cancellation policies can vary depending on the market and dates reserved, always being displayed in the sale terms and conditions of the rate reserved.
If upon making your reservation you have opted for a non-refundable rate, the cancellation fee is 100% of the total amount of the stay.
RIU HOTELS shall notify you of the no-show charge by email, via a “Proof of Cancellation” document.
13. 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.
14. 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.
15. 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.
16. 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.
17. JURISDICTION, APPLICABLE LAW AND DISPUTE RESOLUTION
For any issues that may arise or actions that may be brought against the parties as a result of the interpretation, application, compliance or non-compliance with these Terms and Conditions, if the User’s place of residence is located in a European Union member state, RIU Hotels & Resorts and the User expressly waive any other jurisdiction to which they may be entitled and hereby submit to the jurisdiction of the courts and tribunals of the User's place of residence.
If the User’s place of residence is not located in a European Union member state, RIU Hotels & Resorts and the User expressly waive any other jurisdiction to which they may be entitled and shall be governed by the legislation of the country and the courts of the location where the corresponding company of RIU Hotels & Resorts is domiciled.
Pursuant to the provisions of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes, RIU Hotels & Resorts informs you that Users who are residents of the European Union may use the Online Dispute Resolution Platform developed by the European Commission to try and reach an out-of-court solution to any disputes that may arise from the provision of our services.
18. PROHIBITION ON ANIMALS
Pets are forbidden from entering and staying in establishments.
Only assistance animals are allowed, as per the requirements and conditions set out in local legislation of the destination where the hotel is located.
For the access of said animals, the User must provide the corresponding official accreditation that certifies their condition and complies with the sanitary requirements demanded for its verification by the hotel staff. In case said verification is not positive or the documentation is insufficient, RIU HOTELS reserves the right to deny access to the animal to the establishment's facilities.
19. RIU CLASS SPECIFIC CONTRACTING CONDITIONS
The use of RIU's services or the booking of them implies the unreserved acceptance of the following conditions:
In agreeing to this contract, you declare and accept:
1. Acceptance of the Riu Hotels & Resorts GENERAL CONTRACTING CONDITIONS
2. Riu Class (WRC) bookings are subject to the specific general contracting conditions, detailed below.
3. Bookings shall be made in the name of the holder or beneficiary of the Riu Class account seeking to make the booking (hereinafter the booking party) who has identified him or herself and following verification of the number of Riu Class points.
4. Holidays booked with redeemable points must be made through www.riu.com, through the Call Centre or through the official Apps of Riu Hotels & Resorts.
5. Holidays booked with redeemable points shall be subject to the number of points in the Riu Class account and room availability at the requested hotel. Riu Hotels & Resorts reserves the right to apply restrictions.
6. The booking party must identify any accompanying guests and indicate whether or not they are Riu Class members, and provide their card numbers if they are members when making a booking with redeemable points.
7. The number of points necessary per person and night for making the bookings shall vary based on the room rate selected:
8. If the account does not have sufficient points for the entire stay, the system shall apply the room rate in points to the first nights of the booking. The standard rate shall be applied to the rest of the nights booked.
9. The nights booked with the “points-only rate” or the “applicable rate plus points” do not accrue new points.
10. It is an essential condition for at least one of the components of the booking to be a Riu Class member of the account used to make said booking.
11. The Riu Class points used to make a booking shall be blocked in the account of the member at the moment the booking is made and will not be available to use for other services of the programme until after check-out from the hotel is complete.
12. Bookings and Cancelations
The User may modify or cancel the booking through the Call Centre or through www.riu.com. The modification, cancelation and no-show conditions of the booking shall be those that appear in the purchasing process specified on the Website and which the User knows and expressly accepts at the time the booking is made.
13. Riu Class reserves the right to cancel or modify, wholly or in part, with or without prior notice, the conditions of the Riu Class Programme, the tables governing accrual and redemption of points. The clauses stated at www.riu.com shall be understood to be in effect at all times, invalidating any previous clauses.
14. RIUSA II, S.A. reserves the right to cancel or modify, wholly or in part, with or without prior notice, the RIU CLASS SPECIFIC CONTRACTING CONDITIONS, the tables governing accrual and redemption of points. The clauses stated at www.riu.com shall be understood to be in effect at all times, invalidating any previous clauses.
20. SPECIFIC CONDITIONS RIU PARTY (RIU POOL PARTY AND FAMILY)
The use of RIU services or the contracting of these implies the unreserved acceptance of the following conditions:
1. Internal Regulations
All attendees must strictly comply with the RIU Party Area Internal Regulations.
2. Modifications
The Organiser reserves the right to modify the date, time, location and/or theme of the event due to operational, technical, security or force majeure reasons, committing to communicate such modifications to attendees with the maximum possible notice and, in any case, as soon as reasonably viable. These modifications will not generate a right to compensation.
3. Access and age restrictions
4. Right of admission and conduct
RIU HOTELS reserves the right of admission due to extreme intoxication, possession or consumption of narcotic substances. The sale of such substances will lead to immediate expulsion and reporting to the authorities.
Violent, obscene or discriminatory behaviour (race, ethnicity, religion, sex, sexual orientation) will not be tolerated. Any disturbance will result in expulsion from the event and the Resort without right to compensation.
5. Security and prohibited items
Entry with weapons, pyrotechnics, blunt objects, selfie sticks, glass containers and external food or drink is prohibited.
6. Health
Access is not recommended for people who have been ill in the last 48 hours. Entry is not advised for pregnant women and people with photosensitive epilepsy.
7. Use of facilities
Climbing on tables, podiums or structures is prohibited. The floor may be slippery; you are required to walk with caution and not run.
8. Evacuation protocol
Staff may order immediate evacuation due to medical emergency, disturbances, electrical storm or force majeure.
9. VIP table reservation
To access a VIP table reservation, it is an essential requirement that you are staying at a hotel of the RIU chain. VIP table reservations are exclusively available for certain hotels and events, as detailed below:
Any cancellation of the reservation for reasons beyond the company's control will result in the loss of the entire reservation.
RIU Party offers you the opportunity to apply the reservation amount to a new date, subject to availability, provided that this intention has been communicated in writing to the email [email protected] with a minimum notice period of 10 days from the date for which you made the last table reservation in the VIP area. Once this period has passed, no type of modification or change to said reservation will be possible.
RIU Party may dispose of the reserved table in any of the following cases: (i) if you have chosen to leave the event before its completion (understanding that you choose not to enjoy this experience) or (ii) if, after 15 minutes from the established arrival time at the event, you have not shown up.
To resolve possible doubts or incidents, communication via email will be necessary, at the address [email protected]
The prices of VIP tables vary depending on the location, the number of people and the reservation date. During special events, prices will be different; this information can be consulted via email [email protected].
Each VIP table reservation includes one bottle, soft drinks and juices for mixing drinks, and exclusive waiter service in the VIP area.
All consumption made in the VIP area must be done with a credit card
Minimum consumption per table from 4 pax and maximum of 6 pax: 1 Bottle + 12 soft drinks. Consult VIP supplement prices per person with consumption included (up to 9 people maximum). All tables include: access for up to 4 people + 1 Bottle + 12 soft drinks.
Upon entering the VIP area, you must present your ID or passport number, along with the platform's payment confirmation.
All group members must access the table at the same time.
10. Intellectual property and image rights
All content, trademarks and logos related to "RIU Party" are the exclusive property of RIU HOTELS, protected by international intellectual property legislation.
During the celebration of the RIU Party, images and videos of the event may be captured, in which attendees may appear incidentally or primarily. Said material may be used, without any compensation, for promotional and communication purposes by RIU HOTELS, through its social networks, corporate websites or other official dissemination channels.
If an attendee does not wish to appear in said recordings or publications, you can communicate this at the event itself to authorised personnel or exercise, at any time, your right to erasure or other data protection rights, via the following email: [email protected]
RIU HOTELS is not responsible for the misuse of photos or videos by persons outside RIU Hotels & Resorts.
11. Exclusion of liability
RIU HOTELS is not responsible for the loss, theft or damage of personal belongings, regardless of their value.
Any damage caused to property will be the economic and legal responsibility of the person who causes it.
RIU is not responsible for typographical errors or discrepancies between the printed and electronic versions of its documents.
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