Rights and obligations of users of tourism services

In accordance with the provisions of Law 15/2018, of 7 June, on tourism, leisure and hospitality, users of tourist services in the Valencia Region have a series of rights and obligations that guarantee a safe, satisfactory and environmentally friendly tourist experience. Their rights include access to clear, truthful and complete information on the services contracted, the guarantee of enjoying accessible and safe spaces, as well as the possibility of lodging complaints and using out-of-court dispute resolution mechanisms.

At the same time, they must also comply with obligations that include respect for cultural traditions and natural heritage, punctual payment for contracted services and care for the facilities used. These principles seek to promote quality, sustainable and respectful tourism, which harmonises the needs and expectations of visitors to the Valencia Region with the well-being of local communities and the conservation of its cultural and environmental wealth.

Article 16. Rights.

Users of tourism services, without prejudice to the provisions of general consumer protection legislation, shall have the right to:

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

b) Obtain documents attesting to the terms of their engagement.

c) Receive tourist services under the conditions offered or agreed and, in any case, that the nature and quality of their provision is in direct proportion to the category of the tourist enterprise or establishment.

d) To enjoy accessible spaces, infrastructures and tourist services.

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

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

g) Be informed, in a clear manner, of facilities or services that may pose a risk and of the safety measures adopted in this respect.

h) Receive an invoice or proof of payment for the tourist service provided with the information required by the legislation in force.

i) Formulate complaints and claims and obtain accessible and truthful information on the procedure for presenting them and their treatment, with the possibility of resorting to a system of extrajudicial conflict resolution through mediation and arbitration. Likewise, they have the right to have the competent public administration ensure maximum efficiency in the attention and processing of their complaints or claims.

j) To resort to arbitration formulas for the out-of-court settlement of their disputes with economic consequences.

k) Require the public display, in an easily visible place, of the signs accrediting the classification of the establishment, the capacity, the prices of the services offered and any other variable of activity, as well as the corresponding quality symbols.

Article 17. Obligations.

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

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

b) Respect the environment, historical and cultural heritage and tourism resources.

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

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

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

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

g) Respect the internal rules of the tourist establishments, the opening hours and the rules of conduct of the places of visit and tourist activities.