Condiciones generales de contratación rewards

1.1. DUQUES DE BERGARA, S.L., with registered address at Bergara 11, 08002 Barcelona and holder of tax identification number (C.I.F.) B-58227877 (hereinafter, "Catalonia Rewards"), offers its users the opportunity to join the rewards and loyalty programme of the hotel chain Catalonia Hotels & Resorts (hereinafter, "CHR"), through which members can enjoy excellent prices at CHR hotels and, at the same time, enjoy a unique CHR booking experience.

1.2. This document governs the terms and conditions of Catalonia Rewards membership (hereinafter, "Terms and Conditions of Membership") and details the process for obtaining and redeeming Catalonia Rewards points (hereinafter, "Travel Cash") by the registered users of Catalonia Rewards (hereinafter, the "Member" or "Members"), subject to the specific terms applicable to each kind of transaction available to them through www.cataloniahotels.com (the "Website"). 

1.3. After filling in the Catalonia Rewards' registration form, the Member acknowledges that she/he has read, understood and agrees to the content of these Terms and Conditions of Membership and remains subject to them for the duration of her/his membership. The registration form is available on (i) the Website of Catalonia Rewards; (ii) at the reception desk of CHR Hotels; (iii) on any other medium that CHR may make available for this purpose; (iv) and/or by paying the Exclusive Traveler Club membership fees.

1.4. Members may book at all the CHR hotels posted on the Website (hereinafter, the "Hotels") subject to availability, and for the services and at the rates available at any given time, whose current terms and conditions in force shall be available to them on the Website.

1.5 These Terms and Conditions of Membership shall also apply to the members of the Exclusive Traveler Club (hereinafter, “ETC”) in all matters, unless specifically stated otherwise.

2.1. Natural persons of legal age and legal entities may become Members of Catalonia Rewards.
2.2. Signing up to the programme is free of charge.            
2.3. Signing up to the programme and the subsequent application to open a Catalonia Rewards account (hereinafter, the "Catalonia Rewards Account" or "Account") in order to be able to enjoy the advantages associated with it shall be processed by duly filling in the form using the channels mentioned in clause 1.3 or by taking out ETC membership.
2.4. During the registration process, the Member must provide Catalonia Rewards with the following personal data: (i) full name; (ii) country; (iii) contact email; and (iv) password. Furthermore, during her/his relationship with Catalonia Rewards and in engaging services through the platform the Member may be asked to provide other personal data from time to time. 
2.5. The Member warrants that the personal data submitted by her/him to Catalonia Rewards are accurate, true and up to date. In order to ensure this, the Member may modify the information in her/his profile at any time.          
2.6. Each Member may only sign up to one Catalonia Rewards Account. The Catalonia Rewards Account is personal, non-transferable and shall identify its Members using their personal data and amount of Travel Cash accumulated. The Member acknowledges that for security reasons and in order to prevent fraudulent behaviour, the Catalonia Rewards Customer Service Centre may request documentation (e.g. a copy of an identity card) by telephone or email, or information strictly necessary to verify the identity of the Member. This information shall be stored in accordance with the security measures established by the personal data protection regulation in force.   
2.7. If a legal entity holding a Catalonia Rewards Account makes a reservation on the website or through the direct channels established for this purpose, it will generate the corresponding Travel Cash that will be granted (i) to the natural person who has stayed in the room, provided that he/she is a member; (ii) to the natural person that Catalonia Rewards identifies as the main guest, provided that he/she is a member, in the event that there is more than one guest. For these purposes, and provided Catalonia Rewards does not establish a different criterion, the person identified as the main guest on the form provided to make the reservation will be considered the main guest. Catalonia Rewards is always responsible for the criteria for assigning the Travel Cash, and may modify it when the needs of the business so require, without this entailing the loss of the Travel Cash accumulated by the guest. Consequently, the legal entity holding a Catalonia Rewards Account will not be able to benefit from the advantages reserved for individuals. Thus, as they cannot stay overnight at the hotel as such, they will not be able to generate Travel Cash or accumulate nights, nor will they be able to upgrade their membership level. However, the legal entity will at all times have the Great level of the programme and will be able to benefit from the discounts reserved for members of the Catalonia Rewards Account when making reservations on the website. Under no circumstances shall Catalonia Rewards be liable for the relationship between the legal entity that holds the Account and the natural person who enjoys the corresponding overnight stay.
2.8. The advantages that may be associated with the Programme's various levels of membership as defined in section 4 below are linked to the actual overnight stays that the Member had accumulated over a period of twelve (12) months from the date of registration for the Programme or that of an upgrade to a higher level, except for ETC members.

3.1. When users register as Members of the programme, they shall have access to their own private area (hereinafter, the "Personal Area"), provided that they correctly identify themselves as Members by entering their log-in details.
3.2. By logging in to their Personal Area, Members may, amongst others, check their Travel Cash status, see details of recent transactions in terms of accumulation and use of Travel Cash, see upcoming bookings, access their online booking history at www.cataloniahotels.com and change their profile settings.      
3.3. Catalonia Rewards may under no circumstances be held liable for the undue access of a third party to the Personal Area or for any fraudulent use that Members may make of their Catalonia Rewards Account.

4.1. There are four levels of membership, based on the number of hotel nights booked and used in a period of twelve (12) months to be counted from the date on which the Member signs up to the programme or is upgraded to another level.

4.2. Each level is associated with a number of specific benefits for belonging to Catalonia Rewards that may be consulted at any time on the Website. Only the hotel nights booked through direct CHR channels, i.e., the Website, the CHR booking centre, a direct telephone call to a Hotel or in person at the reception desk of the Hotel, shall count for assigning membership level. Bookings through third parties (e.g., tour operators, travel agencies, online hotel booking websites) shall not be valid for negotiated prices, employee prices, group prices, events and conventions, crew prices. 

For ETC members, the membership levels shall be set depending on the type of ETC membership purchased. Gold ETC members shall be given the Rewards’ Circle level, Platinum ETC members allocated the Rewards’ Star level and the ETC Infinity members the Rewards’ Top level. These are set categories that may not be upgraded or downgraded. Therefore, clauses 4.3, 4.4, 4.6,4.7, 4.9 and 4.11 shall not apply.

Should an ETC member upgrade or downgrade her/his ETC membership, this shall not affect her/his Rewards’ membership, which shall remain the same as that initially signed up to.

Bookings made at Catalonia Hotels & Resorts in Europe directly through the ETC platform at https://www.exclusivetravelerclub.com shall also count as direct bookings.

4.3. Catalonia Rewards shall award the following levels based on the following criteria:

• Great Guest. This is the starting level of all new Members and those who have booked and stayed overnight for up to three (3) times at the Hotels.
• Circle Guest. This is the level awarded to Members who have booked and stayed overnight between four (4) and thirty-four (34) times in the Hotels. 
• Star Guest. This is the level awarded to Members who have booked and stayed overnight between thirty-five (35) and forty-nine (49) times in the Hotels. 
• Top Guest. This is the level awarded to Members of the Loyalty Programme who have booked and stayed overnight fifty (50) or more times in the Hotels.

4.4. In all of the above cases, the Member shall have a period of twelve (12) months to be counted from the date on which the category was obtained for fulfilling the aforementioned conditions of the category or twelve (12) months from the date of registration for the programme. Should the Member fail to fulfil any of the requirements set out above for the category into which she/he falls, she/he shall be downgraded to the level immediately below that, and so on. 

4.5. Notwithstanding the foregoing, Catalonia Rewards may create special levels of membership based on commercial criteria or on agreements with individuals, businesses and/or groups.

4.6. The number of nights that shall be taken into consideration to gain access to one of the levels specified above shall correspond to the sum of the overnight stays spent and paid by the Member.

4.7. Should two Members stay in the same room, only the one considered to be the main guest shall be entitled to count these nights towards an upgrade. 

4.8. Should two rooms be booked that are occupied by two different Members, they shall both individually accumulate the overnight stays spent, regardless of who paid for them. Should two rooms be booked but only one is occupied by a Member who has paid for both rooms, she/he shall only accumulate the overnight stays of her/his room.

4.9. If the Member of the Programme reached or exceeded the number of overnight stays spent using Catalonia Rewards that are set for the level in question, she/he shall automatically be upgraded regardless of whether or not the year has elapsed. In this case, the twelve-month period that Catalonia Rewards shall take into account to calculate a Member's upgrade or downgrade on the Loyalty Programme shall start to be counted again from the date on which the Member was upgraded or downgraded. 
4.10. Upgrades and downgrades shall be automatically carried out by Catalonia Rewards.
4.11. They shall not entail restarting the calculation of overnight stays from scratch for the purposes of membership. 
4.12. Catalonia Rewards may modify the conditions associated with each level of membership from time to time (e.g., the number of overnight stays required to belong to one level or another, the number of months for calculating rewards, etc.).
4.13. Notwithstanding Catalonia Rewards' entitlement to suspend a Member who engages in fraudulent registrations or bookings, Catalonia Rewards reserves the right to downgrade that Member by up to three levels, at its entire discretion, in the event that she/he makes fraudulent use of her/his membership or if she/he fails to show up for bookings made through one of the direct booking channels. 

5.1. The aim of Catalonia Rewards is to reward its Members. Therefore, amongst other advantages, for every booking that the Member makes through CHR's direct channels, she/he shall automatically accumulate Travel Cash redeemable as discounts on future bookings at any of the Hotels posted on the Website. In order for Travel Cash to be released, the booking must have actually been used and paid for. In the event that a Member books a Hotel through a third party, no Travel Cash shall be earned nor shall the nights of this booking be counted.
5.2. Travel Cash is calculated as a percentage of the total price of each booking. If the percentage to be converted into Travel Cash is a decimal fraction, it shall be rounded up by two decimal places to calculate the Travel Cash.
5.3. Each Travel Cash point is equivalent to a one (1) euro discount on future bookings.
5.4. If a booking is made in a currency other than the euro, Travel Cash shall be converted by using the official exchange rate in euros established to that effect at the time the booking is paid for.              
5.5. The percentage of Travel Cash accumulated with each booking depends on the membership level subject to the following terms:        
Percentage of Travel Cash accumulated per booking according to the level of membership (on the total price)

•Great Guest: 3 %

•Circle Guest: 4 %

•Star Guest: 5 %

•Top Guest: 6 %

5.6 Travel Cash may be earned shall for hotel bookings and board at the time a booking as made, as well as for any extra items regulated by the provisions in clause 6.6.

5.7. The Travel Cash earned shall expire twenty-four (24) months after it has been obtained, unless it is redeemed.
5.8. Travel Cash may be earned for stays (up to a maximum of 10 rooms per account holder for each stay) that form part of the programme, in different proportions and subject to the specific restrictions and limitations of each Hotel and booking. Bookings of more than 4 rooms may be subject to special conditions and entail surcharges. Once a booking has been made, the Hotel shall contact the Member to arrange advance payment.
5.9. Travel Cash may not be exchanged for money or other services beyond those specified by Catalonia Rewards.
5.10. Should a booking be made for two rooms to be occupied by two different Members, if one of them pays for the two rooms, her/his account shall be credited with the proportion of Travel Cash to which she/he is entitled based on her/his profile. 
5.11. Should two or more Members stay in the same room, only the one considered to be the main guest shall accrue the proportion of Travel Cash to which she/he is entitled based on her/his level in the programme.
5.12. Once new Members have joined the programme, they shall begin earning Travel Cash on their first stay, as long as the booking is made through CHR’s direct channels including the ETC website at https://www.exclusivetravelerclub.com .            
5.13. If at any time circumstances beyond the control of Catalonia Rewards should arise that cause the service using and/or accumulating Travel Cash to be interrupted due to a technical fault, Members shall be entitled to continue to accumulate any Travel Cash not recorded, but may not use their Accounts until communications have been re-established and may not ask Catalonia Rewards for any benefit or compensation for this circumstance. Travel Cash shall be credited to the Catalonia Rewards Account of each Member a maximum of 72 hours after the corresponding booking has been used and provided that these services have been fully paid for.  
5.14. Travel Cash shall under no circumstances be earned in the event of advance cancellation without payment of the booking or of failure to pay (fully or in part) the amount of the booking or for services and products subject to special promotions, unless stated otherwise.

For each of the bookings that the Member makes through CHR’s direct channels, Travel Cash shall automatically be accumulated that may be redeemed against future discounts at any of the Hotels posted on the Website, except for ETC members who may not redeem it in future bookings. In order for Travel Cash to be released, a booking must have actually been used and paid for. In the event that a Member books a Hotel through a third party, no Travel Cash shall be earned nor shall the nights of this booking be counted.

5.15 ETC members entitled to the benefits of Catalonia Rewards may earn Travel Cash for stays at Catalonia Hotels & Resorts.

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

It should be highlighted that the fixed amounts shown in the table above are per stay.

6.1. Travel Cash earned for each booking may be redeemed in the next booking made by the Member, except in the case of ETC members. Members may also accumulate Travel Cash (up to its expiry) in order to obtain the corresponding discount on future bookings of their choice, except in the case of ETC members.

6.2. Travel Cash may be redeemed on the date of check-in or check-out from a Hotel, except in the case of Catalonia Santo Domingo, which only allows this at the time of check-in.

6.3. Should a non-refundable rate be chosen, Travel Cash may not be redeemed as payment is made at the time a booking is made and may not be redeemed on arrival at the Hotel.

6.4. Redeemable bookings shall also earn Travel Cash.      
6.5. The Member is directly responsible for the payment of any taxes that may arise as a result of transactions involving Travel Cash.

In the case of ETC members, the redemption of Travel Cash is only available for the extra services allowed by the programme.

6.6 ETC members and Catalonia Rewards Members may redeem Travel Cash on extra services in the Hotel that renders these services, provided the payment of any given service is charged to the cost of the room in the Hotel that an ETC member stays at. The Travel Cash earned shall be equivalent to the number of overnight stays according to each profile: 3%, 4%, 5% and 6%.

The extra services that earn Travel Cash are: 

General Services

- Car park

- Eboca restaurants 

- Breakfast, room service, lunch, dinner and minibar

- Room upgrade

- Laundry

Specific services in the Caribbean

- Caribbean day pass

- Green golf course fee in the Caribbean

- Wines in the Caribbean

- Romantic dinner

- Hairdressers in the Caribbean

- Products in stores in the Caribbean, except chemists’

- Pearl Beach Club

- Alegría Spa 

Catalonia Rewards reserves the right to withdraw or add extra services entitled to redemption, in which case prior notification shall be given by email or by updating these Terms and Conditions of Membership.

7.1. Members are entitled to submit claims when, in their opinion, the information on their Catalonia Rewards account and/or balances sent by Catalonia Rewards do not comply with the provisions of these Terms and Conditions of Membership.
7.2. Members may submit a claim in such cases using the form available for this purpose on the Website (https://www.cataloniahotels.com/en/contact-us) and must, in any event, state the service engaged to which the claim relates, as well as provide proof of the transaction in question in every case.    
7.3. In such cases, Catalonia Rewards’ liability shall be limited to remedying the error as soon as the Member provides proof of he/his entitlement to remedy.        
7.4. Claims may be submitted within a term of three (3) months from the check-out date of the stay in question.

8.1. The benefits at destinations available at any given time for each level of membership can be seen on the membership level table posted on the Website at https://www.cataloniahotels.com/en/rewards.

ETC members shall be entitled to all benefits except for the Gastronomic Experience in Hotels in the Caribbean.  
8.2. In any event, all benefits shall be subject to Hotel availability and some may be related to the type of accommodation booked. For example, in the event that the same Member has more than one consecutive booking at the same hotel, the welcome pack or VIP welcome pack will only be delivered on the first day of the first stay, etc.
8.3. Benefits shall not apply in the case of bookings at a specially negotiated price by the Member or a third party with the Hotel, or in the case of bookings made through third parties (ETC is not considered to be a third party).
8.4. Catalonia Rewards may offer special promotions to its Members, as well as to users of the Website to encourage them to register as a Member. Each of these special promotions shall be governed by its own terms and conditions. Catalonia Rewards reserves the right to set a different expiry for the Travel Cash earned in a special promotion.
8.5. In addition to the exclusive benefits in place, a Hotel may, at its sole discretion, offer additional advantages to the Members.

9.1. Catalonia Rewards is a loyalty programme with a platform for managing bookings. Hotel services must be engaged directly by the Member from the Hotel in question.        
9.2. All prices on the Website are per room for full board (and are shown with VAT and other taxes payable [subject to changes in these taxes]), unless stated otherwise on the Website or in confirmation emails.

9.3. Catalonia Rewards shall publish its prices in euros (EUR) or dollars (USD), notwithstanding the fact that bookings made at Hotels located outside the eurozone whose payment is made directly at the Hotel must be paid in the local domestic currency.

9.4. On occasions, the Website may display a rate that is cheaper than another for the same specific stay in a Hotel. These rates set by the Hotels may include restrictions and special conditions (related to the cancellation policy, for example). Members must therefore check all the information on the room and the rate thoroughly in order to find out about its terms and conditions before making a booking.        
9.5. If a booking is refundable, the credit card provided by the Member shall be used as a guarantee. In the event of a no-show, the amount due for the first night or nights stated on the conformation of the booking(s) shall be charged.

9.6. If the price of a room is non-refundable, neither changes nor cancellations shall be allowed and, in the case of a cancellation or no-show, the full room price shall be charged. 
The credit card provided by the Member shall be used to debit the full price of the booking. 
9.7. The hotel reserves the right to check the validity of the card prior to the customer's arrival at the hotel by charging a deposit on the card. The deposit is a routine procedure to verify that the card is valid and has not been lost or stolen. This deposit may temporarily affect the credit limit available on the card and will be automatically unblocked as soon as another valid payment card is presented upon arrival at the hotel.

10.1. Members must pay the Hotel directly for the price of the booking when their stay has ended, in the currency and using the means of payment that the Hotel has established in its specific terms and conditions. 
10.2. When the booking is made, the Hotel may require that the Member provide a credit card number through as a guarantee of the booking.

10.3 Each booking is subject to specific terms and conditions regarding its cancellation, type of room, guests' identity documents, accommodation package, etc. Members must read the specific terms and conditions of each booking carefully before completing it.

11.1. In the case of redeemable bookings, the Member must exchange the part of her/his accumulated Travel Cash in her/his Account at the time she/he checks in or out of the Hotel. The maximum number of points that may be exchanged in a booking using redeemable Travel Cash is the total price of the booking the user wishes to make. If the Member only trades in part of her/his points, she/he must pay the rest in the currency and using the method of payment that the Hotel has established in its corresponding special terms and conditions. ETC members may not redeem Travel Cash for the payment of Hotel bookings, except for the extra items regulated by the provisions in clause 6.6.

11.2 Each booking is subject to specific terms and conditions regarding its cancellation, type of room, guests' identity documents, accommodation package, etc. Members must read the specific terms and conditions of each booking carefully before completing it.

11.3. Should the Member cancel a booking using redeemable Travel Cash within the deadline allowed by the Hotel for cancelling bookings without charges or penalties, the amount, if applicable, that had already been charged to the Member's credit card shall be refunded. This refund shall be paid within seven (7) calendar days at most following the cancellation of the booking on the Website, whilst the Travel Cash shall be paid back into her/his Rewards Account provided the Travel Cash used had not been spent beyond its date of expiry, as in such cases she/he would forfeit the part of the Travel Cash spent beyond its date of expiry. 

12.1. In the case of some special rates or offers, the Hotel may require payment in advance. In this case, the credit/debit card of the Member may be pre-authorised or charged (sometimes without a refund option) when the booking is made. 

12.2. Members must therefore check all the information on the room thoroughly in order to find out about the special terms and conditions before making the booking.

13.1. The transfer of Travel Cash between Catalonia Rewards Accounts of different account holders may be made at any time through the Catalonia Rewards Customer Service Centre. Only the holder of the donor Rewards Account may request the transfer of her/his Travel Cash. Requests by persons other than the Account holder shall not be dealt with. The donor must write an email to transfer Travel Cash in order to prove that she/he is the Account holder. The Travel Cash transferred shall be subject to the same term of expiry and conditions for using it as the holder who transfers it was. Therefore, the new Account holder who receives points through such a transfer may only redeem or use them under the same terms and conditions to which their former holder would have been subject.               
13.2. Travel Cash transferred to another Account holder shall under no circumstances count towards or be taken into account for the purposes of setting the level of Catalonia Rewards of that Account holder.
13.3. Travel Cash from promotions and packages may not be transferred. 

14.1. Should a credit/debit card company or bank charge the Member an amount due to unauthorised transactions as a result of a booking made on the Website, Catalonia Hotels shall refund up to a maximum of 50 euros or the equivalent amount in the local currency.           
14.2. In order for Catalonia Rewards to compensate the Member, she/he must inform her/his bank or credit/debit card company of the fraud immediately and contact the Catalonia Rewards Customer Service Centre by calling +34 932 360 059 or by filling in the form available for this purpose on the Website (https://www.cataloniahotels.com/en/contact-us), with proof provided of the fraudulent charge in the latter case. This compensation shall only apply to bookings made using a credit/debit card on the Website's secure server and to unauthorised payments made using a credit/debit card on the Website's secure server, due to a failing or the negligence of Catalonia Rewards, for which the Member is not liable.

15.1. In the case of the fraudulent use of an Account by a third party, the Member who is the holder of the Account affected undertakes to notify the Catalonia Rewards Customer Service Centre (+34 932 360 059) or to fill in and send the form available for this purpose on the Website (https://www.cataloniahotels.com/en/contact-us) as soon as she/he becomes aware of this circumstance.

15.2. On receiving notification of fraudulent use from the Member, Catalonia Rewards shall immediately cancel the Account and shall assign the amount of Travel Cash accumulated to a new Account, which shall be opened in the name of the Member as soon as possible.    
15.3. Catalonia Rewards shall in no event be liable for fraudulent use that third parties may make of the Account and the benefits accumulated in it.

Information with reference to this section can be found in section 2.6 of the Privacy Policy, which can be consulted here.

17.1. The Catalonia Rewards Account does not expire, but it may be blocked and membership may be cancelled for any of the following reasons:

a. At the request of the Member by filling in the form made available for this purpose on the Website's Personal Area or contact section (https://www.cataloniahotels.com/en/contact-us). You may request that your membership be cancelled by writing to Calle Córcega, 323 – 08037 Barcelona. The voluntary cancellation of your membership shall entail the automatic loss of your Travel Cash and benefits from the time that your Account is blocked and you lose membership status on the Programme.

b. At the request of Catalonia Rewards:  
• Whenever force majeure events occur or if due to legal or other requirements the Loyalty Programme had to be cancelled.
• Due to the death or disappearance of the Member.        
• Whenever the business strategy of Catalonia Rewards so requires.

• Catalonia Rewards likewise reserves the right to temporarily suspend or definitely cancel a membership due to: (i) a breach of these Terms and Conditions of Membership; (ii) fraudulent registrations or making fraudulent bookings at Hotels; (iii) failure to make payments; and (iv) inappropriate behaviour in a Hotel, notwithstanding the right of Catalonia Rewards to claim for damages, if applicable. In all of the abovementioned cases, the Member shall automatically lose all rights to use her/his Account and the benefits associated with the programme, as well as all of the Travel Cash accumulated in all cases.

17.2. Should cancellation be due to Catalonia Rewards' business strategy (including, but not limited to, it being declared bankrupt), Members of the Loyalty Programme shall be granted a term of three (3) months to redeem their Travel Cash. However, they shall no longer be entitled to obtain Travel Cash or the benefits and advantages for the remainder of this term.

17.3. In each of the cases listed under paragraph (b) of Clause 17.1 above, as this programme is free of charge for the Member, the Member expressly waives the right to claim for damages from Catalonia Rewards due to the cancellation of the Account and/or the programme.

17.4. The sale or barter of Catalonia Rewards Accounts or Travel Cash is strictly prohibited and shall give rise to the immediate cancellation of the Account and membership of the programme.

Catalonia Rewards may not be held liable for the following:

• The use and/or purpose for which Members may use their Catalonia Rewards Account and accumulated Travel Cash.
• Any failure by the Member to comply with the obligations set out in these Terms and Conditions of Membership.
• Any shortcomings or failings in the accumulation of Travel Cash or in the processing of data not directly attributable to Catalonia Rewards or that is beyond the reasonable control of Catalonia Rewards.
• Any indirect or subsequent damages caused to the Member that may arise from the use of the Account or of any of the benefits or services provided as a result of running the Loyalty Programme.

• The provision of hotel services booked through the Website (which are the exclusive responsibility of the Hotel). In the event of claims relating to services received, Members must firstly contact the Hotel and, should a solution to a dispute not be obtained, they may contact Catalonia Rewards so that it may assist, to the extent possible, in the definitive resolution of the dispute.

• The features of the Hotel or any potential discrepancies between the pictures that the Hotels display on the Website and the reality to which they should correspond to the extent that such information is provided by the Hotels or service providers. Notwithstanding the foregoing, Catalonia Rewards may assist the Member in the event that she/he addressed a complaint of this nature to it.

• Situations completely beyond the control of Catalonia Rewards that prevent the booking from being used, including, but not limited to, overbooking in a Hotel, damages that may have occurred in the Hotel after the booking had been made (e.g., accidents, flooding, damage, etc.), labour strikes, armed conflict, etc. Notwithstanding the foregoing, in such cases Catalonia Rewards shall make every endeavour to relocate the Member in another Hotel of the same or similar characteristics.

• Damages resulting from the misuse of the Catalonia Rewards Account by the Member in accordance with the provisions of these Terms and Conditions of Membership.

• The reliability, availability or continuity of the services made available to the Member via the Website, although it shall try, as far as possible, to provide technical assistance to the affected person.

• The viruses or features on the Website that may alter the software or hardware of the users or people who visit the Website.

19.1. Members may submit claims to Catalonia Rewards in relation to these Terms and Conditions of Membership by telephone via the Catalonia Rewards Customer Service Centre (+34 932 360 059) or by filling in and sending the form provided for this purpose on the Website at https://www.cataloniahotels.com/es/contacto.
19.2. Should a Member submit a claim to Catalonia Rewards relating to any of the Hotels and/or services provided by them, when the veracity of the claim has been verified, Catalonia Rewards shall have the option, but not the obligation, to assist and work with the Member to achieve a satisfactory outcome and/or compensation.
19.3. In the event that the claim is not resolved by the Catalonia Rewards Customer Service Centre, Members may request an out-of-court settlement to their claim if they submit it to the Online Dispute Resolution platform of the European Union, managed by the European Commission and available on the website at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage 20

20.1. Nothing in these Terms and Conditions grants Members any rights on the Website or the images, logos or, in general, any intellectual or industrial property rights of Catalonia Rewards, its service providers or the Hotels.
20.2. Members transfer any rights that may fall to them on comments and ratings made on Catalonia Rewards and on any images they may upload to the website, for the entire world to the extent permitted by Law, to Catalonia Rewards free of charge.

20.3. To the extent permitted by Law, these Terms and Conditions of Membership shall be governed and interpreted in accordance with Spanish law and, in the event of any dispute arising from these Terms and Conditions of Membership, the parties, with express waiver of any jurisdiction to which they may have recourse, expressly submit to the jurisdiction of the Courts and Tribunals of Barcelona (Spain).

20.4. Should any provision of these Terms and Conditions of Membership or the enforcement of any provision be deemed illegal, invalid or unenforceable, in whole or in part, under any Law, this provision or part thereof shall be understood not to be enforced, but the legality, validity and enforceability of the rest of the provisions of these Terms and Conditions of Membership shall not be affected.

20.5 Catalonia Rewards reserves the right to unilaterally modify these Terms and Conditions of Membership whenever there are grounds that justify such amendments, as well as to modify the list of Hotels, services and rates offered by Catalonia Rewards.

Updated May 23rd, 2022

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