INTERNAL REGULATIONS

HOTEL TRES ANCLAS

TOURIST REGISTRATION NO.: CV H00858 V

H *** — BEACH CATEGORY

GENERAL PROVISIONS

Any person entering HOTEL TRES ANCLAS is obliged to comply with the provisions of these regulations, as well as those contained in Law 15/2018 of 7 June of the Generalitat on Tourism, Leisure and Hospitality in the Valencian Community [2018/5692], and in Decree 10/2021 of 22 January of the Consell.

RECEPTION

Check-in registration

• Any person aged 14 or over (including those aged 14) staying at the accommodation must sign a registration form, presenting a national identity card or passport, as stipulated by Decree 1513/1959 of 18 August and Decree 47/2004 of 13 February of the Valencian Regional Government, concerning the control and registration of persons staying in tourist accommodation. They must also sign the relevant guest registration form in accordance with Order Int./1922/2003, regulated by Law 15/2018 of the Valencian Regional Government on Tourism, Leisure and Hospitality, concerning guest registers and registration forms in accommodation establishments.
• The application of children’s discounts, regardless of the payment method, is subject to proof of age upon arrival at the hotel, by presenting one of the following ORIGINAL documents: National Identity Card, Family Register or passport. Should proof of age not be provided upon arrival, the corresponding adult rate will be charged.
• In accordance with Article 12(4) of Decree 10/2021 of 22 January of the Consell, “hotel-style accommodation establishments, unless otherwise agreed, must make accommodation units available to guests from 4.00 pm, it being understood that the day ends at 12.00 noon”. [TO BE COMPLETED — if the hotel agrees to different times, e.g. check-in at 2.00 pm, indicate this here as “otherwise agreed”].
• On arrival, the guest must sign the guest admission and registration document and other relevant information digitally via the signature pad, in accordance with Article 14.2 of Decree 47/2004 and Law 15/2018.
• On arrival, you will be given an explanation and information regarding your board basis, your accommodation unit and other details in accordance with Article 14.2 of Decree 47/2004.
• In accordance with Article 5 of Decree 10/2021 of 22 January, access to the establishment is unrestricted; however, the management may ask individuals to leave the premises (after payment for any services used) if, through their behaviour, they fail to comply with these regulations and intend to remain in the establishment for a purpose other than the normal use of its services.
• You acquire the status of a tourist guest upon signing the mandatory admission document immediately after entering the establishment.
• The wristband issued on arrival is personal and non-transferable and serves as proof that you are a guest of the hotel. You must wear it throughout your stay.

Security deposit and damage guarantee

• To cover any damage, breakages or additional cleaning costs, the hotel may request a security deposit at the time of check-in, either by pre-authorising a credit card or in cash. This amount will be refunded in full on departure provided there are no issues.

CCTV

• This establishment has CCTV cameras in communal areas for security purposes. You may exercise your rights of access, rectification, erasure and any other rights recognised by data protection legislation by contacting [TO BE COMPLETED — data protection email address, e.g. protecciondedatos@hoteltresanclas.com].

BILLING, RATES AND STAY

• Pricing information is available to guests at reception. Information on the rates for the various services and products on offer can also be found at other points of sale.
• Guests must pay for the services booked upon presentation of the invoice or in accordance with the agreed terms.
• At the time of check-in, reception may request a credit card as a security deposit to cover any additional charges incurred during the stay.
• If the guest has booked their stay and services through an agency with which the hotel has no credit arrangement, and their booking has not been paid for in advance of their arrival, the hotel reserves the right to refuse admission, unless the guest guarantees payment by credit card or in cash.
• Regardless of whether payment for the stay has been agreed in advance, the hotel may, at any time and upon presentation of the relevant invoice, require payment for the services provided.
• The cost of the stay is payable on check-in. If any outstanding charges arise during the stay (for example, restaurant bills or other services), the hotel may charge these to the card provided as a guarantee on the day before the guest’s departure.
• Cheques and personal cheques are not accepted.
• This establishment has complaint forms available to guests upon request.

ROOMS

• The latest check-out time is 12:00 noon. Failure to comply with this rule may result in a charge for an additional night’s stay, in accordance with Article 12 of Decree 10/2021 of 22 January. If you wish to extend your stay, you must notify reception in advance; you will be informed of the late check-out rates.

Damage and additional cleaning The guest is liable for any damage or breakages caused to the room or hotel facilities through misuse or negligence, as well as for any additional cleaning required beyond that resulting from normal use. The amount will be confirmed by means of a quote or invoice and may be charged to the card provided as a guarantee or claimed at a later date. The hotel reserves the right to take appropriate action in respect of any damage or breakages to the contents or structure of the rooms, as well as to the hotel’s facilities, caused by the guest themselves.

Room cleaning For reasons of hygiene and health, cleaning staff will enter the room at least once every 3 days, even if the guest does not request it. Advance notice will be given where possible. If, upon entering, the room is found to be exceptionally dirty, the hotel may pass on the cost of the special cleaning required. Routine room cleaning takes place daily between 9.00 am and 4.00 pm.

No smoking Pursuant to Law 28/2005 of 26 December on public health measures against smoking, SMOKING IS PROHIBITED THROUGHOUT THE PREMISES, including the rooms and their terraces. The use of cigarettes, e-cigarettes and any other smoking devices is not permitted indoors. Smoking in the room will incur a special cleaning charge of €150.

Valuables The hotel provides a safe in the rooms for the safekeeping of valuables; this service is free of charge. The hotel accepts no liability for valuables not deposited in the safe, nor for personal belongings left unattended by the guest in communal areas, the restaurant, the swimming pool, the car park, etc., in accordance with the law (Art. 1783 et seq. of the Civil Code).

Items left behind Items left behind in the room after check-out will be kept at the hotel for 30 days. If they are not claimed within this period, they will be donated or disposed of in accordance with hygiene and space requirements.

Towels The towels in the rooms are for use within the rooms only. For aesthetic reasons, please do not hang towels out on the room’s terrace.

Co-existence and rest We are a family-run hotel and want everyone to be able to rest. Out of respect for other guests, please keep the television volume down and remain quiet in the corridors and rooms from 11.00 pm. Parties are not permitted, nor is exceeding the number of guests specified for each room.

Children Parents or guardians are responsible for the behaviour, safety and supervision of the children in their care throughout their stay. For safety reasons, please do not allow your children to use the lifts unless accompanied by an adult.

RESTAURANT

• The wristband issued on arrival indicates your designated dining room and sitting time, and must be worn to gain access to the restaurant.
• Appropriate attire is required to enter the restaurant. Entry is not permitted without shoes, without a shirt or T-shirt, in swimwear, or whilst wet.
• If, for health reasons, you need to follow a special diet, please speak to the reception manager or kitchen staff to arrange this.
• You are not permitted to bring food or drink into or out of the restaurant; should you do so, the hotel may charge you for them as extras.

SWIMMING POOL

• The towels in your room are for use within the room only and must not be used in the swimming pool.
• As a swimmer, you must follow the staff’s instructions and observe the following rules:
1. Please do not enter the swimming area wearing outdoor footwear or street clothes.
2. Please shower before entering the pool.
3. Do not throw or leave rubbish in the pool area; please use the bins.
4. Do not use glass containers or utensils in the pool area.
5. Smoking is prohibited in the pool area.
6. Do not use air mattresses, balls or other objects that may disturb other guests.
7. Diving headfirst is strictly prohibited. The establishment accepts no liability for failure to comply with this rule.
8. Use of the swimming pool is prohibited if you are suffering from a communicable disease.
9. Children must be supervised at all times by a responsible adult.
10. Out of respect for others and to ensure a pleasant atmosphere, the use of music players or devices that may disturb other guests’ rest is not permitted.
11. The swimming pool is open from 10.00 to 20.30. Outside these hours, the establishment accepts no liability for any issues arising from its use, due to the cleaning and disinfection procedures carried out during closing hours.
12. It is not permitted to reserve sun loungers by leaving towels or personal belongings on them whilst they are unoccupied. If staff spot an unattended sun lounger, they will remove any such items and take them to reception, where the guest may collect them.
13. The swimming pool facilities are for the exclusive use of guests staying at the establishment.

CAR PARK

• The hotel has a car park with a limited number of spaces for guests. Rates are available at reception.
• The hotel accepts no liability for damage caused to parked vehicles that is not due to faults or defects in the car park itself.
• All parked vehicles must be registered at reception; if a vehicle cannot be identified, the hotel may request that the relevant authority remove it, without bearing any resulting costs.
• The parking space must be vacated by 12:00, as must the room. Otherwise, a surcharge of €50 will apply.

MISCELLANEOUS

• This establishment does not allow pets, except for guide dogs or other assistance animals, in accordance with Law 12/2002 of 10 April of the Generalitat on assistance dogs for people with disabilities.
• To ensure a pleasant stay for all and out of respect for other guests’ rest, the use of balls or other play items is not permitted in the establishment’s communal areas.
• The hotel accepts no liability for accidents or incidents arising from the misuse of its facilities.
• For safety reasons, please do not walk barefoot or with wet feet inside the hotel.

FIRE SAFETY RULES

• The use of unauthorised heating appliances in the rooms is not permitted.
• The transport or use of flammable objects or liquids is prohibited.
• Do not tamper with the electrical installations.
• Smoking is prohibited throughout the premises (Law 28/2005 of 26 December).
1. It is prohibited to throw cigarette ends into bins or out of windows.

RIGHT OF ADMISSION AND TERMINATION OF THE CONTRACT

In accordance with Article 37 of Decree 10/2021 of the Valencian Community, any breach of the house rules that disrupts communal living, or jeopardises the safety or personal integrity of other guests or staff, constitutes sufficient grounds for the termination of the accommodation contract and eviction from the premises; in such cases, the authorities may be called upon to assist. The management reserves the right to refuse admission in accordance with objective criteria and without discrimination of any kind.

OBLIGATIONS OF USERS OF TOURISM SERVICES

(Article 17, Law 15/2018 of 7 June of the Generalitat on Tourism, Leisure and Hospitality in the Valencian Community)

Users of tourism services, without prejudice to the provisions of the applicable sector-specific 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 tourism resources.

c. To pay for the services contracted, either upon presentation of the invoice or at the agreed time, place and in the agreed manner; under no circumstances shall the lodging of a claim or complaint constitute an exemption from payment.

d. In the case of tourist accommodation services, to comply with the agreed date and time of departure from the establishment, leaving the occupied accommodation unit vacant.

e. To observe the rules regarding respect, good manners, social coexistence, dress code and hygiene for the proper use of tourist establishments and services.

f. To respect the facilities and equipment of tourist establishments and businesses.

g. To respect the internal regulations of tourist establishments, opening hours and rules of conduct at places visited and where tourist activities take place.

RIGHTS OF USERS OF TOURISM SERVICES

(Article 17, Law 15/2018)

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

a. Receive from tourism businesses objective, accurate, comprehensible and complete information, prior to entering into a contract, regarding the services offered to them, as well as the final price, including taxes.

b. Obtain documents setting out the terms of their contract.

c. Receive tourism services under the conditions offered or agreed.

d. Enjoy accessible tourism venues, facilities and services.

e. Have free access to tourism establishments and services in accordance with the law.

f. To ensure that tourist establishments comply with regulations on the safety of their premises and fire safety, as well as with specific regulations relating to tourism.

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

h. To receive an invoice or receipt for payment of the tourist service provided.

i. To lodge complaints and claims and to obtain accessible and accurate information on the procedure for doing so.

j. To have recourse to arbitration for the out-of-court resolution of disputes.

k. To require that signs indicating the establishment’s classification, capacity and the prices of the services offered be displayed publicly in a clearly visible place.

LEGAL FRAMEWORK

This establishment complies with the provisions of Law 15/2018 on Tourism, Leisure and Hospitality of the Valencian Community, Decree 10/2021 and any applicable sector-specific regulations.

The hotel management and our customer services department are at your disposal to deal with any complaints or suggestions you may have during your stay. Complaints made after you have checked out of the hotel will not be accepted.

THE MANAGEMENT OF HOTEL TRES ANCLAS EL MARELLS SA — Carrer de la Valldigna, 11 — 46730 Playa de Gandia (Valencia)