GENERAL BOOKING CONDITIONS (the 'General Conditions')
I. GENERAL TERMS AND CONDITIONS
1. Introduction
The website www.StarAgents.com (the "Website") is operated by the sole proprietorship IBEROSTAR HOTELES Y APARTAMENTOS S.L. (hereinafter "Iberostar"), which provides users with information on hotel stays and room availability, and can be booked on the Website itself.
The terms "User" and "Client" shall be used in these General Terms and Conditions to refer to all agents active in the sale of tourism products duly registered in the Programme who for any reason access the Website.
Access to and use of the Website, as well as the contracting, use and enjoyment of the products and services offered, including the Pre-Reservation and Online Reservation services (hereinafter, each of them, or all of them together, the "Services"), implies full and unreserved acceptance by the User of the General Conditions, as well as the "Legal Notice" and the "Privacy Policy" in its latest version available on the Website. Iberostar reserves the right to change, modify, add or delete any part of these General Conditions at any time; therefore, it is advisable to read these General Conditions before making a reservation and each time you access the Website.
For the reservation and enjoyment of the Iberostar hotel stay services by the User, he/she will be contracting directly with the following commercial entities depending on the geographical area affected by the reservation:
Hotels located in Europe and Africa: PORTAL INTERACTIV, S.L. Unipersonal, with registered office at C/ General Riera, 154, 07010, Palma de Mallorca, and C.I. F B38803953, registered in the Mercantile Register of Mallorca, volume 2699, folio 120, page PM-80935, Travel Agency of the Wholesale-Retail Group holding the Title-Licence with Identity Code AVBAL/718, granted by the Ministry of Tourism of the Balearic Government in accordance with the provisions of the Travel Agency Regulations of the said Autonomous Community and other applicable regulations.
Hotels located in America and the Caribbean, except Cuba: VISIT US, Inc., located at 9250 NW 36th ST. Doral, FL 33178, Miami, USA.
Hotels located in Cuba, when the contracting of accommodation services in that geographical area is possible: LAISLA OVERSEAS, S.L.U., with registered office at C/ General Riera 154, 07010 Palma de Mallorca, Illes Balears, Spain and CIF B57997058, registered in the Mercantile Register of Mallorca, volume 2683, folio 138, page PM-80185, Travel Agency of the Wholesale-Retail Group that holds the Title-Licence with Identity Code AVBAL/735, granted by the Directorate General of Tourism, Department of Innovation, Research and Tourism of the Government of the Balearic Islands, in accordance with the provisions of the Travel Agency Regulations of the said Autonomous Community and other applicable regulations.
2. Use and contracting of the Services through Staragents.com
2.1. Pre-Reservation Services
Iberostar makes available to Website Users all information regarding the services and products offered on the Website, as well as details of rates and rooms available at the hotels and/or destinations that are of interest to the User. You can find all the information related to the access and use of the different contents and services included or accessible through the Website in the latest version of the "Legal Notice" available at Staragents.com.
2.2. Booking services
2.2.1. The reservation of hotel nights in Staragents.com. implies the adhesion and full and unreserved acceptance by the User of each and every one of the conditions set forth herein.
2.2.2. Any stay may only be enjoyed by the Staragents account holder and his/her companions.
No changes in the reservation holders are allowed,
The reserved stay does not allow changes. In case of no-show of the client at the hotel on the days reserved for the stay, a penalty of 100% of the total amount of the stay will be applied, unless otherwise stated in the conditions of the tariff.
2.2.3. By accepting the following clauses, the User declares and accepts:
1) To be of legal age and to have full capacity to make the reservation, stating that he/she understands and understands all the conditions found on the Website.
2) That the information provided when making the on-line reservation is true, complete and concise.
3) That access to this website is the responsibility of the User.
4) From the moment the User makes his/her request, his/her reservation is subject to the present contracting conditions and, consequently, to the cancellation/non-appearance policy previously mentioned.
5) Iberostar will confirm the reservation request made by the User by e-mail within 24 hours after the request has been correctly received. If this e-mail is not received, the reservation request will be deemed not to have been formalised.
6) That the User confirms the requested reservation, that is to say, the dates indicated, the number of rooms, the number of persons and the Hotel chosen.
7) The conditions and price of the reservation are those expressly determined in the tariff conditions expressly included at the time of making the reservation.
8) With regard to the relationship with the Website, the Website gives you the possibility to book rooms of the chosen hotel through its website, but does not offer any kind of hotel service under its responsibility.
9) Depending on the selected rate, payment will be made at the time of confirmation of the reservation or at the selected hotel. In the second case, in the event of cancellations or no-shows, the reservation will be cancelled and 100% of the total amount of the stay will be charged.
10) The offers will only be valid for as long as they remain accessible to the recipients of the service.
11) Iberostar reserves the right to modify those reservations that may be affected by a system error, third parties or other unforeseen circumstances. In this situation, the User will be informed in writing of the current valid price and/or possible alternatives. In the event that the new conditions are not accepted, the User shall be entitled to cancel the booking free of charge. If no reply is received from the user within 48 hours after the modification of the reservation, Iberostar will proceed to cancel the reservation at no cost to the user.
12) Iberostar reserves the right to unilaterally cancel the reservation when it detects that there is any incident with the credit card provided for payment; lack of conformity, non-coincidence of the holder with the User and/or the people who will be staying, or failure to comply with any of the conditions or statements contained herein.
3. Modification of these General Conditions
Iberostar may, at any time and without prior notice, modify these General Conditions. Such modifications will be published on Staragents.com so that the user may be aware of the most updated version before proceeding with the contracting of the Services. The Pre-Reservation services and the contracting of any products and/or services available on the web page once the general conditions have been modified shall mean the acceptance by said user of the General Conditions thus modified.
4. Applicable law and jurisdiction
These General Conditions are governed by Spanish law. Iberostar and the User, expressly waiving any other jurisdiction, submit to the Courts and Tribunals of the User's domicile for any dispute that may arise from the use of the Website or the Services.
In the event that the User is domiciled outside Spain, Iberostar and the User agree to submit to the Courts and Tribunals of the city of Palma de Mallorca (Spain), expressly waiving any other jurisdiction.
II. BOOKING CONDITIONS
1. Reservation
2. Voucher for presentation and delivery of travel documentation.
3. Conditions of cancellation
4. Change of stay
5. Prices
6. Check-in and check-out times
7. Passports and visas
8. Good conduct
1. Booking
All accommodation reservations made through Iberostar.com are subject to these terms and conditions from the moment the reservation request is made through the website. The reservation will be confirmed upon receipt of an email within 24 hours from the time the request is made.
During the booking process, the Client will have given their express agreement to the dates, establishment, rates and conditions for changes and cancellations of the chosen establishment. During the following 24 hours after making the reservation, the Customer must check the email account provided. Iberostar.com cannot be held responsible if the Customer does not receive the confirmation e-mail due to problems with their e-mail account or server.
2. Presentation voucher and delivery of travel documents.
Reservations, once confirmed, are guaranteed. Iberostar.com will issue the vouchers with the data entered by the User at the time of booking.
The presentation voucher will be delivered, once the booking has been confirmed, by means of a confirmation e-mail sent to the e-mail address provided by the Client.
3. Cancellation conditions
The terms and conditions for changes and cancellations are set out at the beginning of this document and must be accepted before finalising the purchase. IBEROSTAR disclaims any liability arising from the Customer's failure to read or accept these conditions.
4. Changes to the stay
In the event that the Client wishes to extend or shorten his/her stay at the establishment or modify the number or type of rooms, he/she must always inform the Staragents team via the customer service telephone number, where they will arrange the services requested, depending on the conditions of the rate.
If the change of dates implies a change of rate, the rate that corresponds to the dates on which the stay will take place will always be applied.
5. Prices
The prices indicated are Retail Prices and include VAT (or equivalent tax) according to the tax rate applicable at the time.
The prices relating to the reservation will be indicated to you during the booking process.
THE PRICE INCLUDES
Price per night depending on the type of room and the selected regime, with the exception of hotels where the inclusion of other services is specifically indicated.
THE PRICE DOES NOT INCLUDE
Any service not specified as well as extras such as tourist taxes (or of any other nature whatever their denomination), transfers, tips, telephone calls, laundry services, minibar, parking, etc...
Prices are only valid in writing and for the period indicated therein. When there are justifiable reasons, Iberostar reserves the right to modify these rates without prior notice.
6. Check-in and check-out times
As a general rule, and unless expressly agreed otherwise with the establishment, rooms may be used from 3 p.m. on the day of arrival and must be vacated by 11 a.m. on the day of departure.
In the event that the guest expects to arrive at the establishment booked on dates or at times other than those indicated, it is advisable, in order to avoid problems and misinterpretations, to inform the Staragents team or the establishment directly as far in advance as possible.
7. Passports, visas
All travellers, without exception (including children), must have their personal and family documentation in order, whether passport or identity card, according to the laws of the country or countries they are visiting. It will be at their own expense to obtain visas, passports, vaccination certificates, etc. when the trips so require. Minors under 18 years of age must travel with their parents or guardians or with an adult duly authorised by them, in anticipation that the same may be requested by any authority. Hotel staff may require relevant documentation identifying the adults as their parents/guardians or authorised persons. In the event of any authority refusing to grant visas, for particular reasons of the user, or of being denied entry into the country due to lack of the necessary requirements, or due to a defect in the required documentation, or for not being in possession of the same, IBEROSTAR declines all responsibility for such events, and any expenses incurred shall be borne by the consumer.
8. Good conduct
The user undertakes to use the services in accordance with the law, morality, good customs and public order, as well as with the provisions of these General Terms and Conditions and the Internal Regulations of the establishment concerned by the reservation. Consequently, you are obliged not to use the Services for purposes or effects that are illicit and/or contrary to the provisions of these General Conditions, harmful to the rights and/or interests of third parties or that, in any way, may damage the image and reputation of the hotel establishment, Iberostar or the Iberostar Group.
Last updated April 2021.
SPECIAL BOOKING CONDITIONS STARAGENTS
1. The rooms assigned to this programme will be solely and exclusively for the person in charge of the agency as well as for the agents who have a valid work contract with the travel agency. The transfer of stays to other persons is excluded. IBEROSTAR HOTELES Y APARTAMENTOS, S.L., as well as its contracted staff, are authorised to check the identity of the agent by requesting the presentation of the appropriate identity documents and any document that proves the employment relationship of the beneficiary with the agency participating in the StarAgents programme. If such a check reveals misuse of the StarAgents system, IBEROSTAR HOTELS AND APARTMENTS, S.L. shall be entitled to invoice the traveller for the difference up to the total price corresponding to the flexible rate published on Iberostar.com (which is made to clients who are not part of the programme) and/or proceed to cancel the reservation made.
2. The StarAgents team reserves the right to modify reservations made by agents in exchange for StarAgents points and/or price. In the event that IBEROSTAR HOTELS AND APARTMENTS, S.L., modifies or cancels the confirmed hotel reservation for reasons of occupancy, it will propose an equivalent offer. Staragents reserves the right to cancel the reservation without obligation to offer an equivalent offer in the event that the hotel is closed and there is no other Iberostar hotel open for the same dates and at the same destination.
3. The StarAgents rate for nights not covered by StarAgents points will be paid at the hotel on the day of arrival. Prices in the booking confirmation that are not indicated in the currency of the country concerned may be subject to slight variations depending on the exchange rate in force at any given time.
4. Cancellations, No-shows and booking modifications
Cancellations, no-shows and changes to bookings made by redemption of StarAgents Points and/or StarAgents Fares are subject to the following rules:
4.1. Cancellation and Modification of Booking:
4.1.1. Cancellations or amendments to bookings shall be made online or by written request via the online messaging service and shall only be valid from the time the holder has received written confirmation from STARAGENTS. Cancellations are free of charge up to 24 hours before the day of arrival. Cancellations made at shorter notice will incur a penalty equivalent to one night's points. Any modification of a confirmed reservation will result in the revaluation of the reservation and the application of the point-euro ratio in force at the time of the modification.
4.2. No-shows:
4.2.1. For bookings made by redemption of points: StarAgents reserves the right to debit the agent's StarAgents account for the amount corresponding to the entire stay in StarAgents Points in case of no-show by 12 noon on the day following the scheduled arrival date. Any remaining nights will also be cancelled.
4.2.2. For bookings made at StarAgents price: In case of no-show by 12 noon on the day following the scheduled arrival date, StarAgents reserves the right to debit the agent's account for the full amount of the stay in StarAgents Points. Any remaining nights will also be cancelled. In case the agent does not have enough StarAgents points in his StarAgents account, a negative amount of StarAgents points will be debited from the agent's account.
4.3. Unplanned Departures:
4.3.1. For cancellations of nights during the stay the first night following the day of cancellation will be charged in StarAgents points or StarAgents price: the method of payment will depend on how this night was initially booked. In case of payment at StarAgents price, it is to be paid directly to the hotel.
5. The beneficiary of the stay must take into account the tax implications in each country, for which IBEROSTAR HOTELES Y APARTAMENTOS, S.L. cannot be held responsible.
You can consult the complete StarAgents general conditions on the programme page: StarAgents.com.