GENERAL TERMS AND CONDITIONS

These General Terms and Conditions govern the contracting conditions for accommodation reservations at any of the hotels or apartments owned by INDUSTRIAS HOTELERAS DEL MEDITERRÁNEO S.L., HOTELES COSTA BLANCA S.A.U., TERRA NATURA S.A., and HOTELES MARINA D´OR S.L., tourism companies operating under the brand names Magic Hotel Group, Villa Venecia Hotel, Terra Natura, and Magic World Resort, respectively. The user who makes a reservation through their websites www.hoteles-costablanca.com, www.terranatura.com, and www.magicworldresort.com, or by phone through our Call Center, accepts the following general conditions.

1. PRICE INCLUDES:

The reservation price (VAT included) is in euros and is the one published on each company’s website: www.hoteles-costablanca.com, www.terranatura.com, and www.magicworldresort.com. The final price for the CLIENT will be the one shown at the time of making the reservation and in the email received as confirmation. Both during the reservation process and in the confirmation email, all contracted services will be specified. As a general rule, anything not specifically detailed as included in the price shall be deemed not included.

The user is responsible for correctly declaring the number of people who will occupy the apartment, without omitting children, whatever their age. During the booking process, if they meet the criteria specified in the “Children’s rate” section, the corresponding free stays or rates will be applied.

Please note that some elements or service provisions included in the accommodation may be modified or cancelled for safety, operational, or technical reasons, as well as due to weather conditions or any other force majeure causes, all in accordance with the Operating Rules or Internal Regulations of each of the services included in the accommodation where the reservation is made.

2. PAYMENTS AND CANCELLATION POLICY

General rate “book now and save”

Your reservation will be charged in two parts: 25% of the amount 30 days before your check-in date and the remaining 75% 3 days before your arrival. The percentage may vary depending on the season when the reservation is made. The reservation will be automatically CANCELLED if these payments are not received. The property reserves the right to make a pre-authorization on the client’s card at any time prior to arrival at the hotel in order to verify the validity of the card and guarantee the reservation.

Secure Rate

Your reservation will be charged following the same approach as the General Rate. This rate includes in the final amount a surcharge (extra charge) of up to 10% (depending on the stay period) applied to the total booking, granting the purchaser the right to cancel the reservation up to 4 days before the check-in date.

Cancellation Policy

Given the characteristics of the reserved products or services, we inform you that, in accordance with Article 103. l) of Royal Legislative Decree 1/2007 of the General Law for the Defense of Consumers and Users, the right of withdrawal does not apply to hotel reservation systems. Notwithstanding this, Magic World does allow reservation cancellations under the requirements established in the General Cancellation Conditions section.

General Cancellation Conditions:

Formula 24: No cancellation fees will be applied for reservations cancelled within a maximum of 24 hours after the initial reservation is sent, provided that they are more than 5 days before check-in. If within 5 days or less of check-in, a new reservation must be made under the same holder’s name. Does not include the Secure Rate, as it is non-refundable from the time of contracting.

We look forward to welcoming you, but if for any reason you wish to cancel your reservation, you can do so via this Form. You can also request cancellation by phone at +34 965 851 654.

You can consult the cancellation and payment conditions for the Bono CV Viatgem at this Link.

Upon arrival at the property, please go to reception and present your personal documentation. The property guarantees the reservation that has been confirmed until 18:00 on the day of arrival. After 18:00 on the day of arrival, without the client having unequivocally notified their late arrival, non-attendance will be understood, for all purposes, as a No Show, and the client will be charged the fees stipulated in the reserved rate. Reception may ask guests for an official document proving the age of children. If not provided, the adult rate will be applied.

General rates “book now and save”: no-show and early departure (withdrawal during the stay) incur 100% charges, except Formula 24.

Cancellation conditions may entail cancellation costs with amounts that will vary depending on the date the reservation is cancelled, according to the days prior to arrival. Check specific conditions for each hotel depending on season and offer.

Secure Rate: you may cancel your reservation free of charge up to 4 days before the check-in date. The full amount of your reservation will be refunded (except the extra charge of up to 10% of the total booking according to the period of stay, corresponding to the Rate’s extra). This guarantee does not cover costs within 4 days of the check-in date.
Cancellations 3 days before arrival: 35% of the reservation will be charged.
2 days before arrival: 80%.
1 day, no show, or withdrawal during the stay: 100%.
If you modify the number of nights of your reservation, the amount of the Secure Rate corresponding to the reservation with the greater number of nights will prevail.

3. MODIFICATION OF RESERVATIONS

Any reservation modification must be made through our Call Center by calling 965 85 16 54 and will carry an additional €30 fee, which will be charged directly to the total amount of your reservation.

4. AUTHORIZATION OF BANK DATA

The user declares that they are the holder of the bank card and authorizes the company owning the hotel where the reservation is being made to verify the payment guarantee offered through the provided card, as well as to charge for the provision of its services, storing the data for the time necessary to verify, after check-out, that all additional expenses are covered. After this verification, the data will be deleted.

4.1 Credit card payment conditions

The hotel will make the agreed charges to the guarantee card that the user enters in the payment gateway.

4.2 Bizum payment conditions

A money transfer will be made from your Bizum account in a secure and fast way, directing you to the BIZUM platform to complete 100% of the payment of your reservation amount, with a maximum of €2,000.

4.3 Oney payment conditions

With 3x 4x Oney you can pay your purchase in 3 or 4 installments with your card from an amount of €90 and up to €2,500 (minimum installment €20).

All payments will be made periodically to your card. Note that the first payment will be made at the time of purchase. Valid for VISA or Mastercard cards, debit or credit, with an expiration date later than the term of the selected financing modality. For example, if you request six-month financing, your card’s expiry date cannot be less than six months. We do not accept prepaid, virtual, or American Express cards.

Applicable only for natural persons, of legal age, resident in Spain.

3x 4x Oney is an installment payment method offered by Oney Servicios Financieros EFC, a financial entity registered and supervised by the Bank of Spain under number 8814.

You can find more information about 3x 4x Oney Here.

GENERAL TERMS AND CONDITIONS FOR PURCHASING TICKETS TO THE PARKS OF MAGIC HOTEL GROUP, TERRA NATURA OR MAGIC WORLD RESORT

These general conditions govern the purchase by the user of tickets to the parks of Magic Hotel Group, Terra Natura or Magic World Resort through their websites. The user must accept these conditions before completing the purchase process for park tickets.

The companies reserve the right to modify them by publishing on the website so that users can learn about the changes before purchasing tickets online. It is the user’s responsibility to read these conditions in full.

1. PRICE INCLUDES

The ticket price (VAT included) is in euros and is the one published on each park’s website. The final price for the CLIENT will be the one shown at the time of purchase and in the email received as confirmation.

2. PAYMENT AND PURCHASE CONFIRMATION

To purchase tickets, the user must pay 100% of the amount through the payment gateway by credit or debit card. Once payment has been made, the user will receive the tickets by email. The user who purchases tickets to the parks of Magic Hotel Group, Terra Natura or Magic World Resort undertakes to comply with the operating rules and existing regulations of the parks and attractions they will enjoy.

3. PURCHASE CONDITIONS AND ACCESS TO THE PARKS

Tickets will be sent by email to the email account used to make the purchase. When accessing the park, you may show the tickets printed or on an electronic device. Tickets may be used only and exclusively on the date and time for which they were purchased.

4. PARK TICKET REFUND POLICY

The parks of Magic Hotel Group, Terra Natura or Magic World Resort are governed by the Regulatory Decree of Law 14/2010 of December 3 on Public Shows, Recreational Activities and Public Establishments (2010/3496).

The refund policy establishes:

• Inability to attend the park is not a reason that allows for a refund.

• If the park does not open, whatever the cause, the user will be entitled to a refund of the ticket price or an exchange for another date, always upon submission of a written claim.

• If, once the park is open, the activity is suspended and not resumed, the CLIENT is entitled to a refund upon a written claim, which may also be used for another day.

• Please note that some attractions or services included in the ticket may be modified or cancelled for safety, operational, or technical reasons, as well as due to weather conditions or any other force majeure causes, all in accordance with the Operating Rules or Internal Regulations of each park.

RULES OF USE AND USER PROTECTION

1. Security Measures

1.1 The reliability, availability, or continuity of the operation of its website or the products or services made available to the user is not guaranteed, and therefore any liability is excluded for damages of any kind that may be due to the unavailability, unreliability, or discontinuity of its website or services, although it will attempt, as far as possible, to provide technical assistance to the affected person.

1.2 Each company’s websites are not obliged to control, and do not control in advance, the absence of viruses or elements in the contents that may cause alterations in users’ software or hardware or visitors to the pages, and therefore shall not be liable for damages of any kind that may result from them.

1.3 Each company’s websites are not obliged to control and do not control in advance, approve, or endorse the services, content, data, files, products, and any kind of material existing on third-party web pages, and therefore MW shall not, under any circumstances, be responsible for the legality of the contents of their web page(s), being the sole responsibility of third parties—by way of example and not limitation—compliance with the law, morality, good customs, and public order with respect to the contents, as well as ensuring they do not infringe any third-party rights.

1.4 Each company’s websites are not obliged to control and do not control, nor guarantee the reliability, availability, or continuity of the operation of the products or services made available to the user by third parties hosted outside www.magiworldresort.com, and therefore excludes any liability for damages of any kind that may be due to the lack of availability, reliability, or continuity of its website or services.

1.5 The user will be liable for damages of any kind that the companies may suffer as a consequence of the user’s failure to comply with the law or any of the general conditions set out in this agreement.

2. Grounds for Exclusion

Any of the hotels where you can make a reservation reserves the right to exclude, temporarily or permanently, users in any of the following cases:
a) For breach of any of the General Terms of Use set forth in this document.
b) For breach of the law, morality, and public order.

Exclusion of the user shall not imply the hotel’s waiver of taking the corresponding legal actions or claiming any compensation to which it is entitled by law.

3. Right to Modify the Rules of Use

The hotel reserves the right to unilaterally and without prior notice modify any of the terms and conditions of these Rules of Use, under the terms and conditions it deems appropriate, informing users of the modifications made through www.hoteles-costablanca.com, www.terranatura.com, or www.magiworldresort.com, or any of its associated websites.

4. Safeguard Clause of the Rules of Use

If any of the provisions of these Rules of Use is declared null or inoperative, the rest of the Conditions shall remain as agreed. The hotels undertake to replace the affected provision with one that most closely approximates the intention initially pursued by the parties.

HOUSE RULES

Pursuant to Article 37 of DECREE 10/2021, of January 22, of the Consell, approving the Regulations governing tourist accommodation in the Valencian Community, it is stated that “the management of each establishment may adopt internal rules regarding the use of the services and facilities, which shall be binding on its clientele. Non-compliance with these rules that may alter normal coexistence, or endanger the safety or physical integrity of other clients or staff of the establishment, shall be sufficient cause for the termination of the accommodation contract and eviction from the establishment.”

Magic World Resort may request the assistance of the State Security Forces and Bodies to evict from the Hotel those who fail to comply with these rules, violate the usual rules of social coexistence, or attempt to access or remain with a purpose other than the normal use of the service.

1. House rules in Magic World Resort hotels:

a) It is forbidden to introduce furniture into the accommodation unit or carry out works or repairs therein, however small, without the company’s written authorization.
b) It is forbidden to accommodate a greater number of people than the maximum capacity set for the accommodation unit.
c) It is forbidden to engage in the lodging activity in the accommodation unit or to use it for purposes other than those for which it was contracted.
d) It is forbidden to introduce explosive or flammable materials or substances or others that may cause damage or annoyance to other hotel guests.
e) Any activity is prohibited that contradicts the usual coexistence, hygiene and public order, or that prevents the normal rest of other hotel users.
f) Dress codes that may be required must be respected, especially in certain areas of the Hotel, such as cafés or buffets, or as required by special occasions or events held within the Hotel’s facilities. Walking barefoot in the hotel is prohibited, except in pool areas.
g) Entry or stay in the Hotel wearing clothing or symbols that incite violence, racism and/or xenophobia is not permitted.
h) Circulating or visiting the Hotel’s facilities without clothing, or with inappropriate attire, is not permitted.
i) Playing with balls and similar items inside the Establishment is not permitted.
j) Violent behavior is not permitted, especially aggressive behavior and/or causing altercations, creating dangerous situations or disturbing other people.
k) Is it forbidden to bring food or drinks into our hotels to be consumed inside them?
l) Bringing animals against the company’s prohibition is not allowed, except for assistance dogs for people with functional diversity, duly accredited.
m) Is it forbidden to hang towels or any other garments on the railings of the room terraces?

2. Rules for those resort services intended for both guests and the general public, and access and/or stay will be denied in the following cases:

a) When the authorized capacity has been filled by the users inside the venue or establishment.
b) When the closing time of the establishment has been exceeded.
c) When the person does not meet the minimum age established to access the venue, according to current regulations.
d) When the person seeking access has not paid the ticket or admission where required.
e) When the person displays violent attitudes, especially when behaving aggressively or causing altercations, creating dangerous situations or disturbing other attendees.
f) When the person does not meet minimum hygiene conditions.
g) When the person carries weapons or objects that could be used as such, except, in accordance with specific applicable regulations, for members of the Security Forces or private escorts integrated in security companies accessing the establishment in the exercise of their duties.
h) When the person is consuming drugs, narcotics or psychotropic substances, or shows symptoms of having consumed them, and those who show obvious signs or behavior of being intoxicated. It will likewise be grounds for expulsion when they cause malicious damage to the facilities, create scandal or noise, especially in response to complaints from other users whose peace and privacy they disturb.

3. Tips and suggestions

Although Magic World Resort is a safe place, we recommend the following:

a) Watch and control your luggage. Do not leave it unattended.
b) Watch and control your belongings at the pool or buffet. Do not leave them unattended.
c) Keep the door closed when you are in your room. Close your room door when you leave it, and try to open it again to ensure it is properly closed, even if your absence is only for a short time.
d) Close your luggage when not in use and place it in your closet. If your luggage has a lock, always use it.
e) Never display cash.
f) Immediately notify Hotel Management of any abnormal events you notice: people with suspicious behavior in the corridor, repeated phone calls from unidentified people, knocks at your room door from people unknown to you, or finding no one at the door when you open it.
g) If you forget or misplace your key, only Reception staff is authorized to provide you with a new key to open your room.
h) If you smoke on the room terrace, our safety measures require you to extinguish your cigarette before going to rest, and do not throw it over the balcony.
i) Do not be upset if you are asked at Reception to identify yourself when requesting a new key—it is for your safety.
j) When establishing social relationships with strangers, try not to reveal the name of the establishment or your room number.
k) Never discuss specific plans for future excursions, outings, etc., in public or with strangers.
l) If you wish not to be disturbed, hang the “Please, do not disturb” sign.
m) If you discover any kind of damage or anomaly, contact Reception.
n) The electrical installation in your room is 220 Volts.
o) Please use the facilities properly, respecting the hotel’s furniture and gardens.
p) Please respect the opening hours of all hotel facilities.
q) In case of fire, remain calm and follow our staff’s instructions.
r) We appreciate your participation if, during your stay at the Establishment, any fire and evacuation drill is carried out.
s) Some schedules may change depending on the time of year.