Dear customer,

By using our online booking service, you are making a reservation for
tourist accommodation, which is subject to the following conditions:

1. GENERAL CONDITIONS

1.1 This service is aimed solely and exclusively at adults of legal age and the necessary legal capacity to use the services offered on this website. The user expressly declares that he/she knows and accepts the following conditions.

1.2 As a general rule, the availability and price of requests for any special services that could not be calculated during the online booking process will be subject to confirmation by the hotel.

1.3 Customer registration: In order to use or acquire the services on this website, the user is required to register. The user is responsable for the veracity of the data entered during the registration process. Hotels VIVA is not liable for the consequences that may arise from the provision of false or incorrect data. The client is also obliged to carefully keep and safeguard the access codes and passwords that allow him/her to access the Mi Viva service. Hotels VIVA shall not be liable for any damages and/or losses that may arise as a result of the improper use of this information by third parties.

1.4 Data protection. Users hereby consent to the processing of their personal data to the extent and under the terms indicated in our data protection policy, which is available on the home page of the Website. This policy is also being incorporated into these terms and conditions as a reference. In said policy, Users will find information on how to exercise their rights of access, deletion, limitation and rectification of personal information, as well as the right to oppose its processing and portability.

1.5 Upon arrival at the hotel, you must hand in the corresponding voucher for your online booking at the reception desk. The full payment of the reservation will also be required upon arrival at the hotel, unless the reservation has been paid for in advance.

1.6 When you make your booking online, you must enter your credit card details as a guarantee, in order to obtain the booking confirmation. The only exception is in the case of agency bookings or bookings with special conditions, such as non-refundable bookings.

1.7 The final price of the reservation includes V.A.T. unless it is explicitly not included. Any other tax or duty that may affect the final price will be settled separately at the hotel. You can find information on the Tourist Tax here.

1.8 As a general rule, and unless expressly agreed otherwise, romos may be accessed, subject to availability, from 14:00 hours on the day of arrival, and must be vacated before 12:00 hours on the day of departure. The booking will be guaranteed until 18:00 hours on the day of arrival, so if the client expects to arrive at the hotel after this hour, we recommend that they inform the hotel as early as possible.

1.9 The offers will only be valid throughout the period established by Hotels VIVA in their advertisements, or, failing that, for as long as they are accessible to the clients for booking.

1.10 VIVA Suites & Spa Adults Only 16+ and VIVA Golf Adults Only 18+: These two hotels are exclusively for adults. Children under 16 and 18 years of age respectively will not be allowed to enter. Reservations that do not comply with this requirement will not be accepted.

1.11 The site may contain typographical errors, omissions, or other technical inaccuracies in relation to the information displayed on the site, including, but not limited to, applicable rates, charges or booking availability. Hotels VIVA is not responsible for any typographical, photographic, technical, or pricing errors (including, but not limited to, incorrect hotel tariffs) contained on our website. We therefore reserve the right to make changes, corrections, or improvements to the website, and to the products described, at any time, and without notice, even after a booking has been confirmed.

2. CANCELATION POLICY

2.1 Reservations secured by credit card.

2.1.1 The hotel reserves the right to verify the validity of the card. If the card is invalid, you will be asked to provide a new one by telephone or email within 24 hours. If the second card is also invalid, the booking will be cancelled.

2.1.2 Cancellations can be made free of charge if carried out before the days stipulated in the cancellation policy. Cancellations can be made by email to info@hotelsviva.com or by calling +34 971 86 95 00, always quoting the booking number. They can also be made through the Mi Viva section of the website.

2.1.3 Cancellations made after the free cancellation period will incur the charges established for each rate.

2.1.4 In the event of a non-appearance at the hotel, without prior notification, the full amount of the stay will be charged.

2.2 Bookings with non-refundable rates: The "non-refundable" rate does not, under any circumstance, permit a refund of the amount paid. The full price of the booking will be charged when the booking is confirmed, irrespective of the client's date of arrival.
 
2.3 In the event that Hotels VIVA should have to notify a client of the cancellation of their reservation for reasons of force majeure (circumstances beyond their control, unexpected and unforeseeable, the consequences of which could not have been avoided even after having acted with all due diligence) the reservation will be cancelled with no right to claim or compensation on the part of the user or client. Such an event shall be communicated, if possible, through the same channel used for the confirmation of the booking.

3. POLICY AMENDMENTS

3.1 Reservations secured by credit card:

3.1.1 The reservation may only be modified by sending an e-mail to info@hotelsviva.com, quoting the reservation number. The modification of the reservation will be subject to the hotel availability, and the price and conditions in force at the time of the modification request date will be applied.

3.2 Reservations with Non-Refundable rates: These reservations cannot be modified.

4. CUSTOMER RIGHTS

4.1 All information provided to the customer by the provider shall be deemed to be legally binding under the terms of consumer protection legislation.

4.2 All users of tourism services have the right to receive goods and services in accordance with the category and legal requirements they contracted, or of a standard in direct proportion to the category of the said tourist establishment.

4.3 All establishments are required to have a complaints book available for customers to file complaints. If you wish to file a complaint, request these forms at the establishment, fill in your personal details, and clearly state the reason for the complaint.

5. CUSTOMER OBLIGATIONS

In the use of the contracted tourist services, all users are subject to the following obligations:

5.1 To pay the price of the services contracted, without any complaint or claim being able to exonerate you from this obligation.
 
5.2 To comply with the specific rules of the establishment whose services you are using.
 
5.3 To observe the rules of hygiene, courtesy and good manners towards the rest of the users and the staff of the hotel establishment whose services you are using.

5.4 To respect the environment.

Hotels VIVA reserves the right to make any modifications it deems appropriate to the conditions stated above.

The client hereby acknowledges that the legislation applicable to the use of this service is Spanish law and is subject to the Jurisdiction and Courts of Palma de Mallorca (Balearic Islands) for the resolution of any disputes arising from the interpretation and application of this contract.respect the environment.