HOLIDAY ACCOMMODATION
Establishments must display price lists, including all their services, at reception and in every room.
On registering at any establishment, proof of identity will be required but reception staff may not keep this for any length of time.
To avoid disappointment it is advisable to book accommodation in advance, specially at holiday times. When booking in advance, a deposit will normally be requested. In turn, the establishment is required to confirm the booking on receipt of the deposit.
Establishments must supply information on their category, facilities and prices on request. Centrally located establishments are likely to charge for parking.
When the services supplied do not meet the expected requirements, a complaint may be registered at the time. All establishments should keep official complaint forms and supply them on request.
RESTAURANTS
Restaurants are required by law to display their prices at the entrance so that prospective customers may check these prior to entering the establishment.
If the service provided is not satisfactory , register your complaint there and then. All restaurants must have complaint forms available on request.
The bill must be itemised.
Do not allow waiters to serve anything not asked for , unless purposely offered without charge . If you do not require bread for your meal , indicate this to the waiter as some restaurants charge for it.
The day menu, if available, must be displayed separately and will contain the courses included and the price. It should be handed to the client with the main menu. The price refers to the whole menu and clients have to pay the full asking price whether all the courses were consumed or not.
SHOPPING
Credit cards are accepted in all department stores and most shops, however smaller outlets in non commercial areas are unlikely to accept this method of payment. Proof of identity may be requested to complete a credit card transaction.
The shop must issue a bill or receipt as proof of a transaction and the price paid.
Price labels, unless otherwise specified, reflect the price of the sale goods, including all taxes.
Refunds and exchanges , except in the case of faulty goods, are not always accepted. It is therefore advisable to check with the assistant the policy of the establishment. For exchanges and refunds, proof of purchase will be requested.
PUBLIC TRANSPORT
Season tickets of various kinds are offered by local transport companies. Enquiries need to be made locally.
Public transport times are normally between 6.00 and 24.00.Major cities also have late night services .
Tickets for long distance buses should be purchased at the local bus station or authorised travel agents only.
Smoking is normally forbidden on Spanish public transport.
Bus and rail ticket prices include basic travel insurance.
A cancellation fee may be applicable on long distance transport. Conditions should be checked on purchase of travel ticket.
Taxi drivers must give the price of a long distance ride on request, as well as information on authorised excess fare charges ( airport, bus & rail terminal rides, luggage, etc.). When using a taxi, ensure that the driver turns on the meter at the start of the trip. You have a right to ask the driver to refrain from smoking and to choose your preferred route. For short journeys, advise the driver before boarding if you do not have small change.
CAR RENTAL
Rates for rental and any other services offered by car hire companies must be displayed within their premises in an accessible place.
The rental contract needs to include identification of the company, the name of the driver, the number plate of the vehicle and the length of the contract. Always read with care the conditions of the contract.
Car rental rates must include third party insurance cover, however it is advisable to purchase further cover, i.e. theft of vehicle and contents, collision waiver and personal injuries to driver. This extra cover should be provided by the car hire rental company at the rates shown.
TIMESHARE
Try to see the property before signing the contract and ask for the architects plan , as well as building specifications , quality of materials and exact location. Property developers are required by law to supply these.
Verify that the company is listed in the local Trading Registration Office.
Visit the local property registration office and check that the period offered to you has not already been allocated. Ask for a copy of the registry recording.
Check if the company is a member of any reputable timeshare association.
Never sign a contract at the first meeting whatever pressure you may be put under. In case of pressure or other commercial malpractice, report the company to the local authority or a consumers association.
No payment can be required within the waiver period . The contract is not binding during the waiver period and withdrawal from the contract is possible within this time ( at least 10 days). In this case, formal notification of cancellation must be given.
COMPLAINTS PROCEDURE
Always obtain a bill or receipt for your purchase, and keep it with any documentation or advertising about the product or service.
Product guarantees, when available, must be dated and signed by the establishment and the guarantee period indicated.
The local town hall will supply information on complaint procedures, including the addresses of local consumer associations, as well as supplying the official complaint forms if required
The complaint form is a triplicate document. Once completed, one copy is for the consumer to keep, another is for referral to the local authorities and the third for the company involved. When referring the matter to the local authorities, all documentation and factual proof should also be made available to them. The local government will make a decision in the light of the existing evidence and may take disciplinary action if deemed necessary.
An effective way to deal with a complaint is by referring it to a local consumer association who will act as intermediary between the consumer and the company and will try to reach an agreement. If this is not possible, the association may agree with the company to take the matter to arbitration. Establishments that belong to the arbitration system display an orange sticker in a visible place at their establishment.
If all the above fails, the consumer may have to pursue the matter through the courts.
This is an abbreviated version of publication "TOURING SPAIN," published by the Spanish Consumers Confederation, subsidised by the Spanish Ministry for Consumers and Health. We understand that it complies with EU regulations and is correct at the time of printing.
For further information or clarification of the above information , the aforementioned organisation should be contacted at the following address:
Confederaci�n de Consumidores y
Usuarios
Cava Baja 30
28005 Madrid
Tel (0034 91) 3641384
Fax (0034 91) 366 9000
The above information has been compiled with the utmost care. However the Spanish Tourist Office may not accept responsibility for errors, omissions or changes without previous notice