Condiciones generales de contratación rewards

1.1. DUQUES DE BERGARA, S.L.U., with its registered office at Calle Bergara 11, 08002, Barcelona, and Tax Identification Number (C.I.F.) B-58227877 (hereinafter “Catalonia Rewards”), offers its users the opportunity to participate in the loyalty and rewards programme of the Catalonia Hotels & Resorts hotel chain (hereinafter “CHR”), through which members will enjoy excellent rates at CHR hotels whilst also benefiting from a unique experience when booking with CHR.

1.2. This document governs the terms and conditions of participation in the programme (hereinafter the “Terms and Conditions of Participation”) and sets out the process for earning and redeeming points (hereinafter “Travel Cash”) by users registered with Catalonia Rewards (hereinafter the “Member” or “Members”), together with the specific details applicable to each type of transaction, which are available on the website www.cataloniahotels.com (the “Website”).

1.3. By completing the Catalonia Rewards registration form, the Member acknowledges that they have read, understood and agree to the content of these Terms and Conditions of Participation and agree to be bound by them for the duration of their membership. The registration form is available (i) on the Catalonia Hotels & Resorts website, (ii) at the reception of CHR hotels, (iii) via any other medium that CHR may make available for this purpose, and/or (iv) by purchasing an Exclusive Traveler Club membership.

1.4. Members may make bookings at all hotels in the CHR chain (the “Hotels”) listed on the Website, subject to availability, and for the services and rates available at any given time, the up-to-date and current terms and conditions of which will be available on the Website.

1.5 These Terms and Conditions of Participation shall also apply to members of the Exclusive Traveler Club (“ETC”) in all respects not expressly stated otherwise.

2.1. Natural persons of legal age and legal entities may become members of Catalonia Rewards.
2.2. Registration for the Programme is free of charge.

2.3. Registration for the programme and the corresponding application to open a Catalonia Rewards account (hereinafter, the “Catalonia Rewards Account” or the “Account”) in order to enjoy the benefits associated with it, shall be processed by duly completing the form via the channels mentioned in clause 1.3 or by taking out an ETC membership.

2.4. During registration, the Member must provide Catalonia Rewards with the following personal data: (i) full name; (ii) country; (iii) contact email address; and (iv) password. Furthermore, throughout their relationship with Catalonia Rewards and when contracting services via the platform, the Member may be required to provide other personal data as requested from time to time.

2.5. The Member warrants to Catalonia Rewards that the personal data provided by them is accurate, truthful and up to date. To this end, the Member may amend their profile details at any time by accessing their personal account.

2.6. Each Member may only hold one registered Catalonia Rewards Account. The Account is personal and non-transferable and will identify the Member by their details and the amount of Travel Cash accumulated. The Member authorises the Catalonia Rewards Customer Service Centre, for security reasons and in order to prevent fraudulent activity, to request, by telephone or email, documentation (e.g. a copy of their national identity card) or information strictly necessary to verify the Member’s true identity. Such information will be retained in accordance with the security measures established by the applicable personal data protection regulations.

2.7. Where a legal entity holding a Catalonia Rewards Account makes a booking via the website or CHR’s direct channels, such a booking will not generate Travel Cash for the legal entity. However, the stay may generate Travel Cash for the individual guest who is a Member and is identified as the lead guest in accordance with these Terms and Conditions. The criteria for allocating Travel Cash are always at the discretion of Catalonia Rewards, which may therefore amend them when business needs so require, without this resulting in the loss of any Travel Cash accumulated by the guest. Consequently, a legal entity holding a Catalonia Rewards Account may not claim or avail itself of the benefits reserved for natural persons. Thus, as it cannot stay overnight at the hotel as such, it may not generate Travel Cash, accumulate nights or progress to a higher membership tier. However, the legal entity will always hold the ‘Great’ tier of the programme and will be able to benefit from the discounts reserved for members of the Catalonia Rewards Account when making bookings on the website. Under no circumstances shall Catalonia Rewards be liable for the relationship between the legal entity holding the account and the individual staying at the hotel.

2.8. The benefits associated with the Programme’s various membership tiers, as defined in section 4 below, are linked to the completion and enjoyment of the overnight stays that the Member has accumulated over a period of twelve (12) months from the date of enrolment in the programme or the upgrade to a higher tier, with the exception of ETC members.

3.1. Once the user has registered as a Member of the programme, they will have access to their own private area (the “Personal Area”), provided they correctly identify themselves as such by entering their login details.

3.2. By accessing their Personal Area, Members may, amongst other things: check their Travel Cash balance, view details of recent transactions relating to the accumulation and use of Travel Cash, view pending bookings, access their booking history on the website www.cataloniahotels.com and configure their profile.

3.3. Catalonia Rewards shall not be liable under any circumstances for unauthorised access to the Personal Area by a third party, nor for any fraudulent use that the Member may make of their Catalonia Rewards Account.

4.1. There are different membership tiers based on the number of hotel nights booked and stayed during a twelve (12)-month period from the date on which the Member joins the programme or upgrades to a higher tier.

4.2. Each tier offers its own set of benefits for being a member of Catalonia Rewards, which can be viewed at any time on the Website. Only hotel nights booked via CHR’s direct channels will count: via the Website, the CHR Reservations Centre, by telephone by contacting the hotel directly, or in person at the hotel reception. Bookings made through third parties (e.g. tour operators, travel agencies, online hotel booking portals, negotiated rates, codes provided to groups previously agreed with CHR’s Sales Department, staff rates, group rates, events or conventions, and crew bookings) will not count.

For ETC members, Rewards membership tiers will be fixed and will depend on the ETC membership level held. ETC Gold members will be at the Circle tier, ETC Platinum members will be at the Star tier and Infinity members will be at the Top tier. These categories will be fixed, with no upgrades or downgrades.

Should an ETC member upgrade or downgrade their ETC membership, this will not affect their Rewards membership, which will remain the same as when they first joined. Bookings made at Catalonia Hotels & Resorts in Europe directly via the ETC platform https://www.exclusivetravelerclub.com will also count as direct bookings.

4.3. Catalonia Rewards will award the following tiers in accordance with the following criteria:

• Great Guest: The level at which all new Members start, and for those who have booked and stayed for up to three (3) nights at the Hotels.
• Circle Guest: The tier applicable to Members who have stayed for between four (4) and thirty-four (34) nights at the Hotels.
• Star Guest: A tier applicable to Members who have stayed for between thirty-five (35) and forty-nine (49) nights at the Hotels.
• Top Guest: This tier applies to Loyalty Programme Members who have completed and enjoyed fifty (50) or more overnight stays at the Hotels.

4.4. In all the above cases, the Member will have a period of twelve (12) months from the date of attaining the relevant tier to meet the conditions set out above for that tier. Should the Member fail to meet any of the requirements specified for their current tier within the stated period, they will be downgraded to the next lower tier, and so on.

4.5. Without prejudice to the foregoing, Catalonia Rewards may create special membership tiers based on commercial criteria or agreements with individuals, companies, associations and/or groups.

4.6. The number of nights taken into account for progression to one level or another of those specified above shall correspond to the total number of nights from stays made, enjoyed and paid for by the Member.

4.7. Where two members are staying in the same room, only the person considered the primary guest shall have their nights counted towards a level upgrade. (The ‘main guest’ shall be understood to mean the individual identified as the primary occupant or holder of the room in the Hotel’s booking or checkin system and who is also a Rewards member, unless Catalonia Rewards determines another objective and verifiable criterion).

4.8. In the event of a booking for two rooms occupied by two different Members, each Member shall accrue the nights spent individually, regardless of who pays for the stay. In the same scenario, if only one of the two guests is a Member and they pay for both rooms, they will only accrue the nights spent in their own room.

4.9. If a Programme Member reaches or exceeds the number of hotel nights spent with Catalonia Rewards specified for the relevant tier, they will automatically be promoted to the next tier, regardless of whether the year has yet elapsed. In this case, the twelve-month period that Catalonia Rewards will take into account to determine whether a Loyalty Programme Member is promoted or demoted will start to run again from the day on which the Member was promoted, without this entailing a reset of the count of relevant overnight stays, in accordance with the provisions of section 4.11.

4.10. The change from one tier to another will be carried out automatically by Catalonia Rewards.

4.11. Changes in tier shall not result in a reset of the count of relevant overnight stays for the purposes of membership tier. A Member’s tier shall be determined at any given time based on the number of eligible overnight stays accrued during the calculation period established by Catalonia Rewards.

4.12. Catalonia Rewards may periodically amend the criteria associated with each membership tier (e.g. the number of overnight stays required to qualify for a particular tier, the months taken into account, etc.).

4.13. Without prejudice to Catalonia Rewards’ right to expel a Member who makes fraudulent registrations or bookings, Catalonia Rewards reserves the right, at its sole discretion, to demote Members by up to three levels in cases where fraudulent use is made of their membership status or where bookings made through any of the direct channels are neglected.

5.1. The aim of Catalonia Rewards is to reward its Members. Therefore, in addition to other benefits, for every booking a Member makes via CHR’s direct channels using the Rewards rate, they will automatically earn Travel Cash, which can be redeemed for discounts on future Rewards bookings at any of the hotels listed on the Website, except for ETC members, who will not be able to redeem it on future bookings. In order for Travel Cash to be accrued, it is essential that the booking has actually been completed and paid for in full. Should a Member book a hotel through a third party, using a negotiated rate or a group code, no Travel Cash will be generated and the nights from that booking will not count towards the total.

5.2. Travel Cash constitutes a percentage of the total price of each booking. Should the percentage convertible into Travel Cash result in a decimal figure, it will be rounded to two decimal places for calculation purposes.

5.3. Each Travel Cash point is equivalent to a discount of one (1) euro on future bookings.

5.4. Where a booking is made in a currency other than the euro, the official exchange rate to euros established for that purpose at the time of payment of the booking price shall apply for the conversion of Travel Cash.

5.5. The percentage of Travel Cash accrued for each booking will depend on the membership tier, as set out below:

Percentage of Travel Cash earned per booking by membership tier (of the total price):

•Great Guest: 3%
•Circle Guest: 4%
•Star Guest: 5%
•Top Guest: 6%

5.6 Travel Cash may be earned on accommodation costs plus the meal plan selected at the time of booking, as well as on the additional charges set out in clause 6.6.

5.7. Any Travel Cash earned will expire twenty-four (24) months after it is earned, provided it has not been redeemed.

5.8. Stays (up to a maximum of 10 rooms per member per stay) participating in the Catalonia Rewards scheme are eligible to earn Travel Cash, at varying percentages and subject to the specific limitations and restrictions of each hotel and the booking. Bookings of more than 4 rooms may be subject to special conditions and incur additional charges; in such cases, once the booking has been made, the Hotel will contact the Member to arrange payment in advance.

5.9. Travel Cash cannot be exchanged for cash or other services other than those specified by Catalonia Rewards.

5.10. In the event that a booking is made for two rooms occupied by two different Members, if one of them pays for both rooms, the Member making the payment will accrue the percentage of Travel Cash to their account in accordance with their profile.

5.11. Where two or more Members are staying in the same room, only the Member considered to be the lead guest will accrue the percentage of Travel Cash in accordance with their level within the programme.

5.12. New Members, once they have joined the Catalonia Rewards programme, will begin to earn Travel Cash on that same stay provided that the booking is made via CHR’s direct channels and the Rewards rate has been applied, or via the ETC website https://www.exclusivetravelerclub.com.

5.13. Should circumstances beyond the control of Catalonia Rewards arise at any time, resulting in the service for using and/or earning Travel Cash being interrupted due to a technical fault, the Member shall be entitled to continue earning the Travel Cash not yet credited, but will not be able to use their Account until communications are restored, and may not claim any benefit or compensation from Catalonia Rewards in respect of this circumstance. However, as a general rule, Travel Cash will be credited to each Member’s Account within a maximum of 72 hours of the relevant booking being enjoyed, provided that payment for such services has been effectively made in full.

5.14. Under no circumstances will Travel Cash be generated in the event of an early cancellation of the booking without incurring a charge, or in the event of non-payment (total or partial) of the booking amount, nor for services and products subject to special Catalonia Rewards promotions, unless otherwise stated.

5.15 ETC members with access to Catalonia Rewards benefits may earn Travel Cash for stays at Catalonia Hotels & Resorts.

They will also earn Travel Cash for extra services charged to the hotel room, as described in section 6 below.

Please note that the fixed amounts shown in the table above are per stay.

6.1. The Travel Cash earned on each booking may be redeemed on the Member’s next Rewards booking, except for ETC members. Members may also accumulate Travel Cash (up to its expiry date) to apply the corresponding discount to future bookings, at their discretion. ETC members may not redeem Travel Cash for accommodation bookings unless Catalonia Rewards expressly enables this feature.

6.2. Travel Cash may be redeemed either at the time of making the booking via the Website or, where applicable, directly at the Hotel upon checkin or checkout, depending on the features enabled at any given time by Catalonia Rewards for each Hotel, rate, product or service. Consequently, redemption via the Website may not be available for certain Hotels, although redemption may be enabled directly at the Hotel.

Redemption carried out directly at the Hotel shall be limited to the items expressly authorised for redemption in accordance with these Terms and Conditions of Participation.

For these purposes, redemption shall be deemed to have taken place at the time of booking confirmation when carried out via the Website; or at the time of application at the hotel, when carried out at the establishment.

6.3 The redemption of Travel Cash on the Website shall be governed by the following conditions:

a) Travel Cash will be applied as a discount on the total amount of the booking. Catalonia Rewards may configure the system so that Travel Cash is automatically applied up to the maximum available balance, or allow the Member to select the amount to be redeemed.

b) Redemption will be applied to the available Travel Cash in the Member’s account in accordance with the usage criteria established by Catalonia Rewards, including, where applicable, the order of oldest to newest. The Member may not alter these criteria unless such a possibility is expressly permitted.

c) Travel Cash shall be valid provided it has not expired at the time of booking confirmation (date of purchase). In the event of subsequent expiry, the redemption shall remain valid.

d) The account holder may redeem Travel Cash on Rewards bookings where the guest is not the same person as the account holder, without prejudice to the allocation of Travel Cash arising from the stay in accordance with these terms and conditions.

e) For bookings in a currency other than the euro, the amount of Travel Cash applied will be calculated in accordance with the dynamic exchange rate in force in Catalonia’s internal system at the time of redemption.

f) The redemption of Travel Cash via the Website shall be subject to the technical and operational availability of this functionality for each Hotel. Catalonia Rewards may exclude, limit or not enable the redemption of Travel Cash via the Website for certain Hotels, rates, products or services, although this does not necessarily prevent the Member from requesting redemption directly at the Hotel, where such an option is available.

g) Catalonia Rewards may limit or exclude the use of Travel Cash where operational, commercial, tax, regulatory or technical reasons so warrant.

6.4. Rewards bookings to which Travel Cash has been applied will continue to generate Travel Cash in accordance with the programme’s current terms and conditions and on the amounts that Catalonia Rewards determines to be eligible for such generation.

6.5 In the event of the cancellation of a booking to which Travel Cash has been applied, the following shall apply:

a) The Travel Cash used will be credited back to the Member’s account, provided it has not expired at the time of cancellation;

b) Any cancellation fees that may apply in accordance with the terms of the booked rate will be charged exclusively against cash, not against Travel Cash.

c) For bookings comprising several rooms, the Travel Cash used may be distributed proportionally amongst them. In the event of a partial cancellation of the booking, the proportionate amount corresponding to the cancelled room will be refunded;

d) In cases where there are outstanding amounts payable by the Member arising from the cancellation of the booking and Catalonia Rewards or the relevant hotel is unable to charge the payment method provided, Catalonia Rewards may retain all or part of the Travel Cash used until such amounts have been settled; furthermore, this circumstance may be considered a payment irregularity, in which case the measures and consequences set out in clause 17 of these Terms and Conditions of Participation shall apply.

6.6. The Member is directly responsible for the payment of any taxes that may be due as a result of transactions made using Travel Cash. For ETC members, the redemption of Travel Cash will be available only for the additional services permitted by the programme.

6.7 For ETC members, the redemption of Travel Cash shall be carried out in accordance with the terms and conditions established by Catalonia Rewards from time to time. Currently, ETC members and Catalonia Rewards Members may redeem Travel Cash against additional services where the Hotel is the provider of such services, provided that payment for the service is charged to the room account at the Hotel where the ETC member is staying.

The percentage of Travel Cash earned from extras consumed and paid for via the room charge that are eligible for a bonus will be equivalent to the membership level of the Catalonia Rewards Member or ETC member on the date of check-in at the hotel for that booking: 3 per cent (Great), 4 per cent (Circle), 5 per cent (Star) and 6 per cent (Top).

The additional services that will generate Travel Cash are:

General Services

- Car park

- Eboca restaurants

- Breakfast, room service, lunch, dinner, minibar

- Room upgrade

- Laundry

Caribe-specific services

- Caribe Day Pass

- Caribe Golf Green Fee

- Caribe wines

- Romantic dinner

- Caribbean Hairdressing

- Products from shops in the Caribbean (excluding pharmacies)

- Pearl Beach Club

- Alegría Spa

Catalonia Rewards reserves the right to remove or add extra services eligible for redemption, subject to prior notification either by email or by updating these Terms and Conditions of Participation.

7.1. The Member shall be entitled to lodge a complaint where, in their opinion, the information regarding their Account and/or transactions provided by Catalonia Rewards is incorrect, in accordance with the provisions of these Terms and Conditions of Participation.

7.2. The Member may submit the relevant complaint using the form provided for this purpose on the Website (https://www.cataloniahotels.com/es/contacto), and must, in all cases, specify the service contracted to which the complaint relates, and must provide proof of the transaction at all times.

7.3. In such cases, Catalonia Rewards’ liability shall be limited to rectifying the error as soon as the Member provides conclusive evidence of their entitlement.

7.4. Complaints regarding Travel Cash bonuses may be lodged within three (3) months of the check-out date of the stay.

7.5. Claims regarding Travel Cash refunds, resulting from a booking cancellation without penalty charges, may be submitted within three (3) months of the booking cancellation date.

8.1. The benefits available at your destination at any given time for each membership tier can be viewed in the membership tier table provided for this purpose on the website https://www.cataloniahotels.com/es/rewards. For ETC members, all benefits will apply except for the Gastronomic Experience at hotels in the Caribbean, which will not apply.

8.2. All benefits will, in any case, be subject to the hotel’s availability, and some may be linked to the type of accommodation booked. For example, if the same Member has more than one consecutive booking at the same hotel, the welcome pack or VIP welcome pack will only be provided on the first day of the first stay, and so on.

8.3. The benefits shall not apply to bookings made on the website where a group code has been applied, bookings with a rate specially negotiated by the Member or a third party with the hotel, or to bookings made through third parties (ETC shall not be considered a third party).

8.4. Catalonia Rewards may run special promotions for its Members, as well as for users of the Website, in order to encourage them to register as Members; these will be governed by the specific terms and conditions of each promotion. Catalonia Rewards reserves the right to offer different expiry dates for Travel Cash awarded as part of a promotion.

8.5. In addition to any applicable exclusive benefits, the Hotel may, at its discretion, offer Members further advantages.

9.1. Catalonia Rewards is a loyalty programme with a booking management platform. The actual booking of hotel services shall be made directly between the Member and the relevant Hotel. The actual provision of hotel services is subject to the Hotel’s specific terms and conditions, including, where applicable, the exercise of the right of admission in accordance with the relevant regulations.

9.2. All prices on the Website are per room, for the entire stay, and include the meal plan if selected, and are shown inclusive of VAT and other taxes (subject to changes in such taxes), unless otherwise stated on the Website or in the confirmation email.

9.3. Catalonia Rewards will publish prices in euros (EUR) or US dollars (USD); however, bookings made at hotels located outside the eurozone where payment is made directly at the hotel must be settled in the applicable local currency.

9.4. Occasionally, the Website may display one economical rate that is cheaper than another for the same specific stay at a hotel. These rates, set by the hotels, may be subject to restrictions and special conditions (for example, relating to the cancellation policy). Members should therefore check the room and rate details carefully to understand the conditions before making a booking.

9.5. If the booking is refundable, the credit card provided by the Member will be used as a guarantee. In the event of a cancellation subject to a penalty – due to cancelling after the deadline specified during the booking process or in the event of a no-show – the cost of the first night or the number of nights specified in the booking confirmation(s) will be charged.

9.6. If the rate is non-refundable, no changes or cancellations will be permitted, and in the event of cancellation or a no-show, 100 per cent of the cost will be charged. The credit card provided by the Member will be used to charge 100 per cent of the booking amount.

9.7. The hotel reserves the right to verify the validity of the card prior to the guest’s arrival at the hotel by charging a security deposit to the card, the amount of which will depend on the specific terms of each booking. Once the guest arrives at the hotel, they may decide whether the amount charged will cover the remaining balance of the booking or whether they prefer to make full payment using another valid method of payment.

9.8. Any charges or penalties arising from cancellation fees or no-shows must be settled by the member using legal tender or a valid bank payment method (credit or debit card). Cancellation or no-show charges must be paid exclusively in cash or via a valid bank payment method; they cannot be settled using Travel Cash.

10.1. The Member must pay the Hotel directly for the booking at the end of their stay, in the currency and using the payment method specified by the Hotel in its relevant terms and conditions.

10.2. At the time of making the booking, the Hotel may require the Member to provide a credit card number as a guarantee for the booking.

10.3. Each booking has its own specific terms and conditions regarding cancellation, room type, guests’ identification documents, board basis, etc. The Member must carefully review the specific terms of each booking before making it.

11.1. For Redemption Bookings, Members may apply all or part of the Travel Cash available in their account during the booking process, in accordance with the features enabled at any given time by Catalonia Rewards. The maximum amount eligible for redemption shall be the total amount of the booking for which the use of Travel Cash is permitted. The remaining amount must be paid using the payment methods accepted for the selected rate. ETC members may only redeem Travel Cash for purposes expressly authorised by Catalonia Rewards.

In hotels where the redemption of Travel Cash via the Website is not enabled, the Member will not be able to apply Travel Cash during the online booking process; however, they may request to redeem it directly at the hotel, where this option is available in accordance with the features enabled by Catalonia Rewards.

11.2. Each booking has its own specific conditions regarding cancellation, room type, guests’ supporting documentation, accommodation arrangements, etc. Members must carefully review the specific terms of each booking before making it.

11.3. Should the Member cancel a Redemption Booking within the period granted by the Hotel for cancellations without charge or penalty, any amount that may have already been charged to the card specified by the Member will be refunded. This refund will be processed within a reasonable period following the cancellation of the booking on the Website, whilst the Travel Cash will be credited back to your Rewards account provided that the Travel Cash used has not expired; otherwise, you will forfeit any Travel Cash that has already passed its expiry date.

11.4 In the event that a booking made using Travel Cash is unilaterally cancelled by CHR prior to the checkin date, for organisational reasons beyond the Member’s control, the Travel Cash used will be refunded.

Exceptionally, if, at the time of processing the refund, the Travel Cash balance has passed its original expiry date, CHR will reinstate the Travel Cash in the Rewards Member’s account, granting it a new, non-extendable validity period of three (3) months from the effective date of cancellation. Booking cancellations resulting from the application of the grounds for suspension or permanent termination set out in section 17.1 (b) of these Terms and Conditions (including, but not limited to, breach of these Terms and Conditions of Participation, fraud, non-payment or inappropriate behaviour). In such cases, the Member shall automatically forfeit all Travel Cash applied and accrued, and shall expressly waive the right to make any claim, complaint or demand for compensation against Catalonia Rewards in respect of the cancellation of the booking and the loss of benefits.

12.1. In the case of certain rates or special offers, the Hotel may require payment to be made in advance. In such cases, the Member’s credit or debit card may be pre-authorised or charged (sometimes non-refundable) once the booking has been made.

12.2. The Member must carefully check the room details to familiarise themselves with any special conditions before making the booking.

13.1. Travel Cash may be transferred between Catalonia Rewards accounts held by different account holders at any time via the Catalonia Rewards Customer Service Centre. It must always be the holder of the donor Rewards Account who requests the transfer of their Travel Cash; no requests from anyone other than the account holder will be accepted, and the request must be made in writing via the donor’s email address, thereby proving their ownership of the account. The transferred Travel Cash will be subject to the same expiry period and the same terms of use as those applicable to the account holder making the transfer. Consequently, the new account holder receiving the points through such a transfer may only redeem or use them under the same conditions as the previous account holder would have been able to.

13.2. Travel Cash transferred to another holder shall under no circumstances be counted or taken into account for the purposes of determining the holder’s Catalonia Rewards tier.

13.3. Promotional or bulk Travel Cash may not be transferred.

14.1. In the event that the credit/debit card issuer or the bank charges the Member an amount in respect of unauthorised transactions arising from a booking made on the Website, Catalonia Rewards shall reimburse the Member for that amount (up to a maximum of 50 EUR or the equivalent in the local currency).

14.2. In order for Catalonia Rewards to compensate the Member, the Member must report this fraud immediately to their bank and/or their credit/debit card issuer and contact the Catalonia Rewards Customer Service Centre (+34 932 360 059) or via the form provided for this purpose on the Website (https://www.cataloniahotels.com/es/contacto), providing evidence of the fraudulent charge. This compensation shall apply solely to bookings made by credit/debit card via the Website’s secure server and to the unauthorised use of the credit/debit card on the secure server, due to fault or negligence on the part of Catalonia Rewards, for which the Member shall not be held liable.

15.1. In the event of fraudulent use of the Account by a third party, the Member who holds the affected Account undertakes, as soon as they become aware of this, to report it to the Catalonia Rewards Customer Service Centre (+34 932 360 059) or via the form provided for this purpose on the website https://www.cataloniahotels.com/es/contacto.

15.2. Following notification by the Member, Catalonia Rewards shall immediately close the Account and transfer the accumulated Travel Cash balance to a new Account, which shall be opened in the Member’s name at the earliest opportunity.

15.3. Catalonia Rewards shall not be liable under any circumstances for any fraudulent use that third parties, other than the Member, may make of the Account and the benefits accumulated therein.

Information relating to this section can be found in section 2.6 of the Privacy Policy, which can be viewed here.

17.1. The Account will not have an expiration period, but it may be blocked, and participation in the program canceled, for any of the following reasons:

a. At the Member's request: through the form provided for this purpose in the Personal Area or in the contact section of the Website (https://www.cataloniahotels.com/en/contact). The Member may also request to cancel the account by writing to Calle Córcega, 323 – 08037 Barcelona. The voluntary cancellation by the Member will imply the automatic loss of their Travel Cash and benefits as soon as their Account becomes inactive and they lose Member status in the Program.

b. At the request of Catalonia Rewards:

• When force majeure circumstances occur or when due to legal or other requirements the cancellation of the Loyalty Program becomes necessary.

• Due to the death or disappearance of the Member.

• When Catalonia Rewards' business strategy reasons require it.

• Furthermore, Catalonia Rewards reserves the right to temporarily suspend or permanently terminate any Member due to: (i) breach of these Terms and Conditions of Participation; (ii) fraudulent registration or making fraudulent bookings; (iii) payment irregularities; or (iv) inappropriate behavior directed at chain staff or any third party, prior to arrival at the establishment, during the stay, or following it, without prejudice to any claims for damages that Catalonia Rewards may present where applicable.

Likewise, and consistent with the provisions in the Terms and Conditions of Participation of Catalonia Rewards, Catalonia Hotels & Resorts, Catalonia Rewards, and, where applicable, each Hotel in the chain exercise the right of admission to their establishments, in accordance with applicable regulations.

In particular, access to or stay in any of the chain's establishments may be denied to non-Member users or Members whose Catalonia Rewards Account has been temporarily suspended or permanently canceled at the request of Catalonia Rewards for any of the reasons provided in the preceding section, especially in cases of non-compliance with applicable conditions, fraud, payment irregularity, or inappropriate behavior directed at chain staff, other guests, or third parties.

In these cases, Catalonia Hotels & Resorts, Catalonia Rewards, and/or the corresponding Hotel may adopt appropriate measures, including the cancellation of pending bookings or the denial of access or stay at the establishment, without prejudice to the specific conditions of the booked rate and unless applicable regulations dictate otherwise.

In the cases provided in the preceding paragraph, the Member will automatically lose accumulated Travel Cash. However, in the event of program cancellation for Catalonia Rewards business strategy reasons, the provisions set forth in section 17.2 will apply.

17.2. In the event of Account cancellation for any reason, all bookings not yet enjoyed by the Member will be automatically canceled.

17.3. In the event of cancellation for Catalonia Rewards business strategy reasons (including, but not limited to, the declaration of bankruptcy), Loyalty Program Members will be granted a period of three (3) months to redeem their Travel Cash, with the subsequent loss of the right to earn Travel Cash and associated benefits and advantages once said period has expired.

17.4. In each and every scenario listed under heading (b) of section 17.1 above, this being a free program for the Member, the Member expressly waives the right to claim damages from Catalonia Rewards for the cancellation of the Account and/or the program.

17.5. The sale or barter of Accounts or Travel Cash is strictly prohibited and will result in the immediate cancellation of the Account and participation in the program.

Catalonia Rewards shall not be liable:

•for the use and/or purpose to which the Member may put their Account and the accumulated Travel Cash;
•for any breach by the Member of the obligations set out in these Terms and Conditions of Participation; 
•for any deficiency or failure in the accumulation of Travel Cash or data processing not directly attributable to Catalonia Rewards or beyond Catalonia Rewards’ reasonable control;
•for any indirect or consequential loss suffered by the Member arising from the use of the Account or from any of the benefits or services provided in accordance with the operation of the Loyalty Programme;
•for the provision of hotel services booked via the Website (which are the sole responsibility of the Hotel). In the event of a complaint regarding the services received, the Member must first contact the Hotel and, if no resolution to the dispute is reached, may contact Catalonia Rewards so that it may assist, to the extent possible, in resolving any such dispute;
•the characteristics of the Hotel or any discrepancies between the images displayed by the Hotels on the Website and the actual conditions to which they should correspond, insofar as such information is provided by the Hotels or service providers. This is without prejudice to Catalonia Rewards assisting the Member should they submit any such complaint;
•situations entirely beyond Catalonia Rewards’ control that prevent the Member from enjoying their booking, such as, but not limited to, overbooking at a hotel, damage that may have occurred at the hotel following the booking on the Website (e.g. accidents, flooding, damage, etc.), situations involving strikes, armed conflict, etc. This is without prejudice to Catalonia Rewards making every effort in such cases to re-accommodate the Member in another hotel of the same or similar standard;
•for any damages resulting from the Member’s misuse of the Account in accordance with the provisions of these Terms and Conditions of Participation;
•the reliability, availability or continuity of the services made available to the Member via the Website, although it shall endeavour, to the best of its ability, to provide technical assistance to the person affected; nor
•any viruses or elements on the Website that may cause disruption to the software or hardware of users or visitors to the Website.

19.1. Members may submit complaints to Catalonia Rewards regarding these Terms and Conditions of Participation by telephone via the Catalonia Rewards Customer Service Centre (+34 932 360 059) or via the form provided for this purpose on the website https://www.cataloniahotels.com/en/contact.

19.2. Should a Member submit a complaint to Catalonia Rewards regarding any of the hotels and/or the service provided by them, once the validity of the complaint has been verified, Catalonia Rewards shall have the right, but not the obligation, to assist and cooperate with the Member in order to achieve an appropriate resolution to the incident in question.

19.3. Should the complaint not be resolved by the Catalonia Rewards Customer Service Centre, the Member may refer the matter to the relevant alternative dispute resolution body, details of which are available on the European Commission’s consumer dispute resolution portal.

20.1. Nothing in these terms and conditions confers upon the Member any rights in respect of the Website or the images, logos or, in general, any intellectual or industrial property rights belonging to Catalonia Rewards, its service providers or the Hotels.

20.2. The Member assigns to Catalonia Rewards, free of charge, on a worldwide basis and to the fullest extent permitted by law, any rights they may have in respect of comments and reviews posted on Catalonia Rewards or in respect of any images they may upload to the Website.

20.3. To the extent permitted by law, these Terms and Conditions of Participation shall be governed by and construed in accordance with Spanish law, and the parties expressly waive any jurisdiction to which they might otherwise be entitled, expressly submitting to the jurisdiction of the courts and tribunals of the city of Barcelona (Spain).

20.4. If any provision of these Terms and Conditions of Participation or the application of any provision is deemed unlawful, invalid or unenforceable, in whole or in part, under any law, that provision or part thereof shall be deemed not to have been included, but the legality, validity and enforceability of the remaining provisions of these Terms and Conditions of Participation shall not be affected.

20.5 Catalonia Rewards reserves the right to unilaterally amend these Terms and Conditions of Participation where there are grounds justifying such an amendment, as well as to amend the list of hotels, services and rates offered by Catalonia Rewards. The changes shall take effect upon publication and/or amendment of these Terms and Conditions.

Updated on 1 September 2026.
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