Rights and obligations of users of tourist services

RIGHTS

 

Users of tourist services, without prejudice to the provisions of general consumer protection legislation, shall be entitled to:

a) Receive from tourist companies objective, truthful, comprehensible and complete information prior to contracting the services offered, as well as the final price, including taxes. And to be protected against misleading information or advertising in accordance with current regulations.

b) Obtain documents proving the terms of their contract.

c) Receive tourist services under the conditions offered or agreed and, in any case, that the nature and quality of the service provided is directly proportional to the category of the tourist company or establishment.

d) Enjoy accessible tourist facilities, infrastructure and services.

e) Freely access tourist establishments and services under the terms established by law.

f) That tourist establishments comply with regulations on the safety of their facilities and fire protection, as well as those specific to tourism.

g) To be clearly informed about any facilities or services that may pose a risk and the safety measures taken in this regard.

h) To receive an invoice or proof of payment for the tourist service provided with the information required by current legislation.

i) To make complaints and claims and obtain accessible and accurate information on the procedure for submitting them and their handling, with the option of resorting to an out-of-court dispute resolution system through mediation and arbitration. They also have the right to have the competent public administration ensure maximum efficiency in the handling and processing of their complaints or claims.

j) To resort to arbitration for the extrajudicial resolution of disputes with financial consequences.

k) To demand that the establishment's classification, capacity, prices of the services offered and any other variable relating to its activity, as well as the corresponding quality symbols, be displayed in a clearly visible place.

 

OBLIGATIONS

 

Users of tourist services, without prejudice to the provisions of applicable sectoral regulations, shall have the following obligations:

a) To respect the social and cultural traditions and practices of tourist destinations, as well as their richness and value.

b) To respect the environment, historical and cultural heritage and tourist resources.

c) Pay for the services contracted, either at the time of presentation of the invoice or at the agreed time, place and in the agreed manner, without the fact of submitting a complaint or claim implying, under any circumstances, exemption from payment.

d) In the case of tourist accommodation services, respect the agreed date and time of departure from the establishment, leaving the accommodation unit occupied free.

e) Observe the rules of respect, politeness, social coexistence, dress and hygiene for the proper use of tourist establishments and services.

f) Respect the facilities and equipment of tourist establishments and companies.

g) Respect the internal rules of tourist establishments, the opening hours and rules of conduct at places visited and where tourist activities are carried out.

 

Articles 16 and 17 of Law 15/2018, of 7 June, of the Generalitat, on tourism, leisure and hospitality in the Valencian Community (DOGV) No. Bulletin: no. 8313