Terms and conditions

Literal text of the terms and conditions of protur-hotels.com (consulted on 07/10/2026): to be reviewed by the legal department before publication. Points to review: the numbering of the source jumps from section 4 to 6 and repeats 8; the text says the tourist tax table appears “below”, but the source does not include it; Subibor's address appears with different postcodes (07500 and 07560) depending on the document; and the text sets check-out at 12:00 with the exception of 11:00 for Protur Naisa Palma (the hotel's official time).

General booking conditions

Information prior to the contracting process.

1. Contracting conditions and legal framework

These General Terms and Conditions (hereinafter General Conditions) will govern the commercial relationship arising between SUBIBOR SL (hereinafter PROTUR HOTELS), whose tax details appear at the end of the text, and the user or customer for the booking made through the forms that Protur Hotels makes available on its https://protur-hotels.com.

Booking through the Protur Hotels websites implies the express acceptance, by the customer or user of the pages, of these conditions, as well as of the conditions of use established for the user's browsing of the pages owned by Protur Hotels. These conditions will apply without prejudice to the application of the legal rules on the matter that apply in each case.

These General Conditions are subject to the provisions of Law 7/1998 of 13 April on General Contracting Conditions, Royal Legislative Decree 1/2007 of 16 November approving the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws, Law 3/2014 of 27 March amending the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007 of 16 November, Organic Law 3/2018 of 5 December on the Protection of Personal Data and guarantee of digital rights, Law 7/1996 of 15 January on the Regulation of Retail Trade, Law 34/2002 of 11 July on Information Society Services and Electronic Commerce and Law 18/2012 of 19 July on Tourism of the Illes Balears, and any other legal provisions that apply.

Protur Hotels reserves the right to make any changes it considers appropriate to the General Conditions, without prior notice. These changes may be made, through its websites, in any form admissible in law and will be binding for as long as they are published on the website and until they are validly modified by later ones. However, Protur Hotels reserves the right to apply, in certain cases, Particular Contracting Conditions in preference to these General Conditions when it considers it appropriate, announcing them in due time and form.

2. Prior information and booking process

Protur Hotels informs that the booking procedure through its websites is detailed in the section called Bookings.

Likewise, Protur Hotels informs that the user can access the conditions of use by clicking on the Legal Notice section.

Once the booking has been made, the user will see the confirmation of their booking on screen and may print it as proof of the booking made.

The booking confirmation and the booking receipt (the printout made by the user) will not be valid as an invoice.

By booking with Protur Hotels through its website, the user or customer expressly declares that they know, understand and accept these conditions of use and general booking conditions. Likewise, the user declares that they are of legal age and have the legal capacity necessary to access the Protur Hotels websites and to contract through them. The user is responsible for treating the identity and password obtained on registering as a customer confidentially and responsibly, and may not transfer them to anyone else.

Bookings by minors

Bookings by minors who intend to stay without being accompanied by their parents, legal guardians or a responsible adult authorised by them, who must stay at the same establishment, will not be accepted. The permission of parents or guardians does not replace the presence of that responsible adult.

The establishment may request supporting documentation at check-in and reserves the right to refuse accommodation if these conditions are not met, in which case the booking cancellation conditions will apply.

Stay times

• Rooms can be used from 14:00 on the day of arrival.
• They must be vacated before 12:00* on the day of departure. (* at 11:00 in the case of Protur Atalaya Apartamentos and Protur Naisa Palma Hotel).
• The booking will be guaranteed until 18:00 on the day of arrival. If you expect to arrive at a different time, it is advisable to let us know as far in advance as possible.

3. How booking works, prices and discounts

Booking offer and price reference.

Offers will be valid only during the period set and under the conditions stated by Protur Hotels in its advertising or, failing that, for as long as they are accessible to customers for actual booking. Protur Hotels reserves the right to check compliance with the conditions in order to apply the offer.

Indication of prices.

Each possible booking offered will show its price in euros and whether it includes VAT or any other tax that applies. The prices shown on screen will be those in force at any given time, barring typographical errors. When the price is different for the reason stated above, Protur Hotels will notify the customer by email before charging for the booking.

As a general rule, the booking price includes only: accommodation, accommodation and half board, accommodation and all inclusive, or accommodation and breakfast. The availability and price of requests for special services such as the need for a cot, extra bed, etc. that could not be included in the online booking calculation will be pending confirmation by the hotel, which will be given to the customer in writing.

Age discounts

They must be proven by ID card, passport or family book. Discounts are always applied with two adults in the room.

• Children: 0-6 FREE
• Children: 7-12 50% off

*In Aparthotels, children are aged 7-14.

The total and final calculation of the booking includes VAT or IGIC, unless expressly not included. Any other fee or tax affecting the final price will be settled additionally at the hotel establishment. The receipt is valid only for the dates, people and amounts specified. (It is important that all minors, even those who stay free, appear on the booking confirmation).

4. Availability, payment methods, cancellations and changes

Availability

The availability of the offers made by Protur Hotels through its websites may vary depending on customer demand. Although Protur Hotels updates the database regularly, the booking requested by the customer may be full at that moment. In that case, Protur Hotels will send an email to the customer informing them that the offer is not available.

Payment methods (booking).

Payment at the hotel: a credit card will be required as a guarantee of the booking. You have other payment options with a deposit: bank card, Paypal or bank transfer, with 10% to be paid. With the bank transfer option, bank charges are borne by the customer. The remaining percentage must be paid at check-in at the hotel. (Except bookings with special conditions.) The remaining amount can be paid by bank transfer or card (always by means of a form/authorisation sent by email). The remaining amount may be split into a maximum of 3 payments with a minimum amount of EUR 600 per payment.

Only bookings made 10 days or more before the arrival date may opt to pay by transfer. If the transfer does not arrive within 5 working days of the booking date, Protur Hotels reserves the right to cancel it automatically.

Bookings with special conditions or Non-Refundable rates. Advance payment of 100% of the amount. No changes are accepted, and in the event of cancellation the amount will not be refunded under any circumstances.

Every payment made to Protur Hotels entails the issue of an invoice in the name of the Customer or the company name provided when making the booking

Booking cancellation

Cancelling the booking. The booking made may be cancelled by email to info@proturhotels.com, always stating the booking code.

If you cancel the booking before 12:00 on the day before the arrival date, the establishment will NOT make any charge. If you cancel late, or do not show up, the establishment will charge 100% of the first night, for administrative handling.

Bank charges generated by booking cancellations will be borne by the customer. In any case, the corresponding invoice will be sent to the address given by the customer when registering.

Bookings with special conditions or Non-Refundable rates. Advance payment of 100% of the amount. No changes are accepted, and in the event of cancellation the amount will not be refunded under any circumstances.

Changing bookings

Changing the booking. The booking made may be changed at a later time by email to info@proturhotels.com, always stating the booking code. The success of the change will depend on Protur Hotels' availability at the time of the request.

Changes to the booking are subject to hotel availability, and the price and conditions in force on the date of the change request will apply.

The second and any subsequent modification of the booking made by the customer will involve a payment of €6 for administrative handling costs.

Bookings with special conditions or Non-Refundable rates. Advance payment of 100% of the amount. No changes are accepted, and in the event of cancellation the amount will not be refunded under any circumstances.

Exceptional changes to a Non-Refundable or Semi-Non-Refundable rate: Exceptional changes will carry a penalty, which will vary depending on the dates and conditions. No refunds or compensation will be given for prices lower than the initial booking.

UNFORESEEN DEPARTURE

In the event of an unforeseen departure before the end of the contracted stay, if the departure takes place after 11:00, the Hotel will additionally invoice one night on the contracted board basis (as a penalty and cancellation costs), and may refund the remaining nights not enjoyed, provided that a flexible rate was booked. To obtain the refund, the customer must contact the reservations centre by email at info@proturhotels.com so that the possible refund can be handled.

5. Sustainable Tourism Tax of the Illes Balears

We would like to inform you that stays in tourist establishments in the Illes Balears are subject to the Sustainable Tourism Tax. You can consult the official information and its calculator at illessostenibles.travel.

The tax is between €1 and €4 per person per day in high season (1 May to 31 October) and between €0.25 and €1 in low season (1 November to 30 April), plus 10% VAT. The applicable rate depends on the type of tourist establishment and its category. With this calculator you can estimate the amount at this hotel:

From the ninth day of a single stay at the establishment, the tax is reduced by 50%. Guests under 16 are also exempt from paying the tax.

Therefore, any natural person (aged at least 16) who stays in a tourist establishment in the Balearic Islands is obliged to pay that tax by paying it to the operator of the tourist establishment where they stay.

Consequently, and as the parties obliged to settle this tax with the Balearic Tax Authorities, we inform you that, in compliance with current regulations, before your stay at our establishment ends, we will ask you to pay this tax.

The revenue from the tax will feed a Fund for the promotion of sustainable tourism, whose purpose will be to finance projects that contribute to promoting sustainable, responsible and quality tourism, specifically for the protection of the natural, rural, agricultural and marine environment, the promotion of de-seasonalisation, historical and cultural heritage, R&D&I, training and employment. These projects will be selected by a Sustainable Tourism Promotion Commission made up of representatives of the Balearic Government, the Island Councils, Town Councils, economic and social agents, and other entities. That Commission will draw up an annual plan setting the priority annual objectives, with criteria of territorial balance.

For any questions or clarification you may need regarding the Tax on Tourist Stays in the Balearic Islands, we make available the information telephone number of the Balearic Islands Tax Agency: 901 201 530.

6. Gift vouchers

The price of our products is shown in euros and includes VAT.

Shipping costs may apply in addition to the product price and will be published on the website and at the time of purchase. IMPORTANT: shipments are currently not made to the Canary Islands, Ceuta and Melilla. The delivery time is 8 days for the Peninsula and the Balearic Islands. Please note that delivery times are an estimate and are subject to some delays in periods of high activity.

We accept the following payment methods:

• Credit card: Visa and Mastercard
• Debit card: Visa Electron, Servired and Maestro
• Paypal

Recipients of certain gift vouchers may be required to meet a number of personal conditions, such as age, state of health, etc. These conditions can be consulted in the product description or by contacting the activity provider.

If you arrive late for the activity booked with the gift voucher, the activity time may be reduced or the appointment cancelled, resulting in loss of the gift voucher.

If you use any service offered by the accommodation that is not included in the voucher, it will be paid for at the accommodation itself.

Once the voucher has been purchased, the amount paid for the voucher will under no circumstances be refunded.

The date for enjoying the gift voucher must be booked at least 48 hours in advance.

Once the booking has been made, cancellations will not be accepted. It may only be changed if it causes Protur Hotels no detriment.

Vouchers will be valid until the expiry date stated on the voucher. It cannot be extended. Not using the voucher does not give rise to a right to a refund.

The same accommodation may appear in different vouchers with different units, depending on the type or different pricing of its rooms or apartments. Protur Hotels undertakes to book the corresponding unit in each voucher.

Voucher subject to availability. The voucher must be presented and handed in on arrival at the establishment. It is essential to always state, when making the booking, that you hold this voucher and to give its number.

Protur Hotels reserves the right to change rates without prior notice, guaranteeing the price paid at the time of purchase.

In the case of accommodation gift vouchers, the price of this product does not include the Sustainable Tourism Tax of hotel establishments in the Illes Balears, the amount of which will vary depending on the hotel category. That tax plus VAT must be paid directly by the customer at the hotel reception on arrival.

7. Customer rights and duties

Customer rights

All the information provided to the customer will be binding on the offeror under the terms established by consumer protection legislation.

Every user of tourist services has the right to receive goods and services of the category and legal requirements contracted or of a quality directly proportionate to the category of the tourist establishment.

All establishments are required to keep a complaints book available to the customer in which to record their complaints. To make a complaint, ask for these sheets, fill them in with your personal details and state clearly the reason for the complaint.

The user has the right to use the withdrawal form, under the conditions of Royal Decree 1/2007 on the Consolidated Text of the General Law for the Defence of Consumers and Users and other complementary laws.

Customer duties

In enjoying the tourist services contracted, every user has the following obligations:

• Pay the price of the services contracted, without the filing of a complaint or claim exempting them from this obligation.
• Comply with the particular rules of the hotel establishment whose services they enjoy.
• Observe the rules of hygiene, courtesy and good manners towards the other users and the staff of the hotel establishment providing the service.
• Respect the natural environment.

8. Data protection and jurisdiction

Data Protection (GDPR)

In accordance with current Personal Data Protection regulations, we inform you that your data will be included in the processing system owned by Subibor, S.L, tax ID (CIF) B79214995, located at AVENIDA BELLA VISTA 2 07560, CALA MILLOR (ILLES BALEARS), for the purpose of dealing with your enquiries, sending you related information that may be of interest to you and handling your bookings and the services contracted through our Websites.

In compliance with current regulations, PROTUR HOTELS informs that the data will be kept for the period strictly necessary to comply with the aforementioned provisions. Unless you tell us otherwise, we will understand that your data have not changed, that you undertake to notify us of any change and that we have your consent to use them for the purposes mentioned.

PROTUR HOTELS informs that it will process the data lawfully, fairly, transparently, adequately, relevantly, in a limited manner, accurately and up to date. Subibor therefore undertakes to take all reasonable measures to ensure that data are erased or rectified without delay when they are inaccurate. In accordance with the rights granted by current data protection regulations, you may exercise your rights of access, rectification, restriction of processing, erasure, portability and objection to the processing of your personal data, as well as withdraw the consent given for their processing, by sending your request to the postal address given above or to the email dpo@grupbauza.com

We also inform you that you may contact the Data Protection Officer of PROTUR HOTELS by writing to the email address dpo@grupbauza.com

Purpose of processing: financial and accounting management, tax management, administrative management, invoicing management, customer and supplier management, management of collections, payments and related services, history of commercial relations, video surveillance of the premises, maintenance of commercial relations, management of the traveller check-in register in accordance with Organic Law 4/2015 of 30 March. The use of passport scanning for the control of payments and guest activities is expressly disclosed, in order to avoid improper use of charges to the account in the name of the guest or room. The purpose of the use of the Wifi systems is expressly disclosed: they allow the collection, use and processing of your personal information in order to manage your purchases and requests, improve the guest experience, create personalised offers and comply with the legal requirements for monitoring connections. Management of registration for complementary offers developed by Grup Bauzá, such as competitions, prize draws, promotional activities and others that may be organised.

To comply with legal obligations, including providing traveller information to the competent authorities for the bookings concerned, in compliance with Royal Decree 933/2021 on the traveller register, with legitimacy under Art. 6.1 c) of GDPR 2016/679, the details of operations relating to the full data of customers and guests, the full data of transactions, and those expressly listed in the Law https://www.boe.es/buscar/pdf/2021/BOE-A-2021-17461-consolidado.pdf, in its ANNEX 1, are required.

You may contact the competent Supervisory Authority to lodge any complaint you consider appropriate.

By submitting the data collection form you accept the privacy policy of PROTUR HOTELS.”

Jurisdiction

Protur Hotels also reserves the right to bring any civil or criminal action it considers appropriate for the improper use of its website and content.

The relationship between the user and the provider will be governed by the regulations in force and applicable in Spanish territory. Protur Hotels has its registered office in the BALEARIC ISLANDS, Spain. Should any dispute arise, the parties may submit their disputes to arbitration or go to the ordinary courts.

PROTUR HOTELS (Composition and Tax Details)

SA COMA RESORT SL (B58252669)
Avda. Bella Vista 2 07560, Cala Millor

PROMOCIONES TURISTICAS DE CALA MILLOR SL (B07160393)
Avda. Bella Vista 2 07560, Cala Millor

COTE SA (A07033491)
Avda. Bella Vista 2 07560, Cala Millor

HOTEL SEREMAR S.L. (B04058194)
Avda. Playa Serena, 93 04740 Roquetas de Mar

SUBIBOR S.L. (B79214995)
Avda. Bella Vista 2 07560, Cala Millor