RIGHTS

Article 16 of the Law on Tourism, Leisure and Hospitality of the Valencian Community

Users of tourist services, without prejudice to the provisions of the general legislation on the defence and protection of consumers, will have the right to:

• To receive objective, truthful and understandable information from tourism companies, complete and prior to contracting on the services offered to them, as well as on the final price, including taxes. And to be protected against misleading information or advertising in accordance with current regulations.
• Obtain the documents that prove the terms of their contract.
• To receive tourist services under the conditions offered or agreed and, in any case, that the nature and quality of their provision is directly proportional to the category of the company or tourist establishment.
• Enjoy accessible tourist spaces, infrastructures and services.
• To freely access tourist establishments and services under the terms established by law.
• That tourist establishments comply with the regulations on the safety of their facilities and fire protection, as well as the specific regulations on tourism.
• To be informed, in a clear manner, about the facilities or services that may pose a risk and the security measures adopted in this regard.
• Receive an invoice or proof of payment for the tourist service provided with the data required by current legislation.
• Formulate complaints and claims and obtain accessible and truthful information on the procedure for submitting them and their treatment, being able to resort to an out-of-court dispute resolution system through mediation and arbitration. They also have the right to have the competent public administration ensure maximum efficiency in the attention and processing of their complaints or claims made.
• Resorting to arbitration formulas for the out-of-court resolution of their conflicts with economic consequences.
• Require that, in a place of easy visibility, the distinctive 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, are publicly displayed.

OBLIGATIONS

Article 17 of the Law on Tourism, Leisure and Hospitality of the Valencian Community

• Respect the traditions and social and cultural practices of tourist destinations as well as their richness and value.
• Respect the environment, historical and cultural heritage and tourist resources.
• Pay for the contracted services, either at the time of presentation of the invoice or at the agreed time, place and manner, without the fact of filing a claim or complaint implying, in any case, exemption from payment.
• In the case of the tourist accommodation service, respect the agreed date and time of departure from the establishment, leaving the occupied accommodation unit free.
• Observe the rules of respect, education, social coexistence, clothing and hygiene for the proper use of tourist establishments and services.
• Respect the facilities and equipment of tourist establishments and companies.
• Respect the internal regulations of tourist establishments, the opening hours and rules of conduct of the places of visit and carrying out tourist activities.