Internal Regulations

 

INTRODUCTION

The Hotel has adopted these “INTERNAL REGULATIONS”, which set out the policies, standards and rules governing the relationship between the Hotel and its guests.

These Regulations shall also apply to and must be complied with by:

• Visitors and/or occasional companions of hotel guests.

• Users of the hotel’s services and facilities open to the general public.

• Any person who, even occasionally, visits or wanders within the hotel.

• Attendees at events held at the hotel.

• Contractors, organisers and staff involved in the organisation and running of events held at the hotel.

These Regulations shall apply in all areas and zones of the establishment, whether for exclusive or communal use, without distinction.

These Regulations are available to guests at the hotel reception and may be consulted by them whenever they wish.

Ignorance of these Regulations does not exempt guests from compliance, as these Regulations are based on current rules and legislation.

These Regulations shall remain in force continuously and without interruption until they are amended or replaced by others. In case of doubt, they shall be deemed to remain fully in force in all their provisions and rules.

The rules and prohibitions contained in these Regulations, which must be complied with by those to whom they apply, shall not be understood as excluding other analogous or similar conduct not expressly set out herein, but which clearly arises from the spirit and intention of these Regulations.

Breaches of these Regulations shall, as far as possible, be rectified immediately and, where appropriate, may be penalised in accordance with current labour, civil or criminal legislation, irrespective of any other liabilities the offender may incur and the appropriate pursuit of any legal action that may be warranted.

The Hotel reserves the right to refuse admission and to cancel the booking, without entitlement to a refund, of any guest who contravenes these Regulations, as well as the rules of coexistence and common sense, or who in any way acts disrespectfully towards the Hotel’s facilities or other people present on the premises, whether staff or guests.

We thank you for choosing to stay with us and for strictly observing our Regulations, which have been drawn up for your own benefit.

In any case, should you require further information, please do not hesitate to contact Reception. To this end, we remind you that the Hotel Manager, together with the reception staff, are responsible for liaising with guests at the hotel and for providing them with information and advice.

Applicable legislation

The Internal Regulations are governed by Spanish law.

Language

These Regulations are available in Spanish and English, but only the text in Spanish is legally binding, and it shall prevail in the event of any difference of interpretation or of any other nature.

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I. REGISTRATION AND CHECK-IN RULES

ARTICLE 1 – CHECK-IN REGISTRATION (POLICE REGISTRATION FORM) AND ADMISSION DOCUMENT (WELCOME)

The necessary procedures for registration and admission will be carried out at Reception, and keys or magnetic cards for access to the accommodation will be issued. Check-in takes place from 14:00 on the day of arrival, and check-out is by 12:00 on the day of departure, unless special conditions apply for groups. In exceptional cases and provided occupancy permits, guests may check in from 07:00, subject to payment of the supplements applicable to each time slot. Under no circumstances will the hotel accommodate or accept bookings from persons under the age of 18 who are not accompanied by their parents or legal guardians.

 

CHECK-IN REGISTRATION (POLICE REGISTRATION FORM)

Any person or persons wishing to use the accommodation units, the communal facilities and, where applicable, the additional services offered by the Hotel, must present their identification documents for the purpose of registration and entry in the establishment’s guest register. Where guests form a pre-booked group (reservations for 5 or more rooms are considered group bookings), their representative must provide a list of the persons staying, together with the identification documents of the group members. In Spain, a passport, National Identity Card (DNI) and driving licence are considered valid forms of identification. If you are a foreign national, you may check in by presenting your passport or identity card if you are from an EU country or any of the following countries:

• Andorra, Iceland, Switzerland, Norway, Malta, Monaco or San Marino.

• You may also register with a valid Spanish Residence Permit if you are a foreign national residing in Spain.

This regulation is mandatory in accordance with Order 1922/2003 of 3 July issued by the Spanish Ministry of the Interior, which establishes the requirement to register in guest registers and entry logs at accommodation establishments, and pursuant to the provisions of Article 12. 1 of Organic Law 1/1992 of 21 February on the Protection of Public Safety and Royal Decree 933/2021, which establishes the obligations regarding the registration and provision of information for individuals contracting accommodation services.

In compliance with this, every guest, whether an individual or part of a group, must complete an individual registration form.

The registration form must be signed in person by all travellers aged 14 or over.

Accommodation is non-transferable; therefore, the Hotel will refuse accommodation to any guest who does not comply with this registration requirement and is entitled to request, if it deems it appropriate, identification from the applicant and any persons accompanying them during their stay. Furthermore, entry to the Hotel is prohibited for any person not registered with the Police, unless expressly authorised by the Management.

The Hotel Management accepts no liability for any false or incomplete information that the guest may provide when completing the registration form, the details of which must be filled in by the guest in full or by the Hotel based on the information appearing on the identification documents provided for this purpose by the guest.

In compliance with current regulations, the identification details provided will be communicated to the authorities by the Hotel.

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ACCOMMODATION AGREEMENT – WELCOME

Once the person or persons have been registered, this establishment will draw up an admission document stating the name of the guest formalising the admission, which must be signed by each and every person staying; the trade name of the establishment; its tourist classification; the identification of the allocated accommodation; the price per day or night; the type and price of any additional services contracted; and the dates of arrival and departure.

Guests must prove their status as registered guests by presenting the accommodation contract when requested.

The accommodation contract serves to confirm the tourist accommodation agreement and shall constitute evidence for administrative purposes; it must be signed by the guest to formalise their admission. The original signed document shall remain in the possession of the establishment, which shall retain it for the legally prescribed period at the disposal of the tourism inspectorate, providing a copy to the guest who signs it via email or in hard copy if so requested.

By signing the document, the customer confirms that all the details provided and contained therein are true and accepts the terms and conditions set out in the document.

Furthermore, by signing the accommodation contract, it shall be deemed that the guest expressly accepts these Regulations, their rights and obligations, and shall be obliged to observe the rules contained therein and those issued by the Management regarding safety, coexistence and hygiene for the proper use of the establishment, its facilities and the Hotel’s equipment.

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ARTICLE 2 – ACCESS TO THE HOTEL AND ITS SERVICES.

Guests may freely access the establishment and remain therein, subject to the limitations set out in the law and in these Regulations.

Guests have the right to receive accurate and complete information prior to contracting the services offered.

Furthermore, they are entitled to have their safety, privacy and peace of mind guaranteed in relation to these services for a stay free from disturbance; to ensure that the services correspond to the agreed conditions; to be provided with an invoice complying with regulatory formalities for services contracted directly with the Hotel; to confidentiality in the processing of their information in accordance with data protection regulations; and, should they wish to make a complaint, claim or report, to be provided with the complaint forms established by the Competent Authorities of the Autonomous Community of Madrid, which may be completed by the guest and handed in at the Hotel Reception.

The submission of any complaint or claim does not exempt the guest from compliance with these Regulations or from payment for the services.

The hotel is not liable for the cost of services provided by third parties not directly linked to the hotel’s operations, unless this is expressly stated in its terms and rates (transfers, excursions, tickets and/or similar).

The rates, including maximum prices and terms and conditions for the various types of accommodation, catering services, bars and additional services offered by the Hotel itself, are available in detail at reception for guests who request them.

Legal entities or individuals who, on their own account, provide additional services on the hotel premises are responsible for their staff and their conduct, their operations, maintenance, pricing structure and everything related to their own services. The owner of each facility is clearly identified on the premises.

A summary of all services can be found in the directory provided in the rooms, in QR format. This includes information on the emergency evacuation plan, accommodation prices, menus with their QR prices, and a list of free services, such as Wi-Fi.

In any case, the Hotel may offer its guests, at no additional cost, extra services such as tourist information, a wake-up call service, a safe deposit box at the Hotel’s main reception (provided the contents are declared and signed for by the guest), luggage storage for daytime use, or a taxi booking service.

Likewise, at the guest’s request, the Hotel may arrange certain external services, such as excursions, restaurants, transfers or other services related to the stay, whilst being exempt from liability for the service or the final quality thereof.

The Hotel may vary the opening hours of the various services for consumption, use and enjoyment throughout the year, depending on the season, and reserves the right not to admit guests outside these hours, including when maximum authorised capacity is exceeded or when requests are made at the limits of admission, thereby disrupting the operational schedule of such services.

The handling of messages, calls, parcels or any item intended for a hotel guest will only take place once the guest’s prior consent has been verified; in such cases, the item will be communicated or delivered.

The hotel may receive parcels for guests currently staying or due to stay, provided that:

• The parcel must be clearly identified with the name of the person who made the booking

• The parcel must be received during the guest’s stay, or the day before.

• Unidentified parcels will not be accepted, nor will parcels if the guest is no longer staying at the hotel.

• The parcel must not exceed dimensions suitable for storage: 50x50x50 cm and/or a maximum weight of 2 kg. Large parcels will be refused as we do not have space to store them.

• Postage must be paid. The hotel will not pay for the delivery of any parcels received.

• The hotel will store them in a secure location, but is not responsible for the condition in which they arrive, nor for any defects they may have, nor is it liable for their contents.

• Perishable goods, food, or items likely to deteriorate over time will not be stored.

The hotel rooms and communal areas may not be used for purposes other than accommodation and/or contracted services, either by the guest or their companions, or by third parties. Consequently, such rooms and/or common areas may not be used for activities such as conducting interviews, filming, taking photographs for promotional purposes, photo shoots, etc., unless prior and express authorisation has been granted by the hotel management and provided that all other provisions of the Internal Regulations, the conditions set by said management, and the regulations applicable to the activity in question are complied with.

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ARTICLE 3 – BILLING AND PAYMENT

Accommodation charges shall be calculated on a daily basis and in accordance with the number of nights stayed.

The minimum charge for accommodation shall be the amount for one overnight stay or day, which shall be deemed to end at 12:00 noon on the day following the date of arrival.

The methods of payment accepted by the Hotel are:

• Cash and credit/debit cards (MasterCard, Visa, Maestro).

• Personal cheques and payments by Diners and/or American Express are not accepted.

Where payment is made in cash, it must be in euros.

Payment may not exceed the sum of 999.99 euros and, given that rights must be exercised in accordance with the requirements of good faith, banknotes must be used in accordance with the amount payable; consequently, the Hotel reserves the right to refuse high-denomination banknotes if the amount payable is significantly lower.

The maximum number of coins that may be used in a payment is limited to a maximum of 50 coins.

Guests are obliged to pay for the services contracted upon presentation of the bill or in accordance with the agreed terms.

For any items and other movable property found in the Hotel room (e.g. towels, bathrobes), which are taken from the room upon departure, the equivalent value as stated in the price list available at the hotel reception will be charged.

In the event that the guest leaves their room and such items or personal effects are not found in the room, it will be assumed that these were used or removed by the guest.

The Hotel may present the bill before the end of the booked stay if, during the stay, the services used (whether for accommodation, extras or both) reach or exceed the sum of 350 euros.

Early departure by the guest before the end of the booked stay shall not exempt the guest from payment for all the days booked and the services contracted.

Should the guest attempt to leave the premises without settling their bill in full or in part, the Hotel shall be entitled to seek the assistance of the authorities.

 

ARTICLE 4 – ADVANCE PAYMENT GUARANTEE.

The Hotel may request a prior payment guarantee by credit card for the contracted services, in accordance with applicable legislation, covering both the total cost of the booking (including any applicable taxes and tourist tax) and any extras.

This guarantee may be extended to cover damage or breakages caused to the premises, furniture and fixtures of the establishment through negligence or misuse.

To this end, the Hotel may ask the guest, upon check-in or at the time of booking, for a credit card number to which, in the event of non-payment of the bill, the amount may be charged.

Such a request may also be made in the case of accommodation paid for by voucher or prepayment, to guarantee payment for any additional services that may be used, as well as to cover any damage or breakages.

The Hotel reserves the right, in the event of any damage, deterioration or theft caused by the guest in the room or any other part of the Hotel, to make use of the damage deposit and/or claim the corresponding compensation from it.

The Hotel may also charge the card number provided by the guest, even days before the guest’s arrival, and in order to verify its validity, a charge or pre-authorisation for the amount of the first night booked.

If no card is provided, prepayment of the stay and a security deposit of 500 euros will be required, as well as direct payment for any additional services requested.

 

ARTICLE 5 – PERIOD OF OCCUPANCY OF ACCOMMODATION UNITS.

The Hotel rooms must be used for the number of nights booked.

Occupancy of the accommodation unit begins at 14:00 on the first day of the booked period and ends at 12:00 on the day specified as the departure date, unless special conditions apply for groups.

However, during peak occupancy periods, when there are a higher number of check-ins and check-outs, it may not be possible to make all rooms available at that time due to availability issues and cleaning or maintenance work; consequently, the provision of the accommodation unit to the guest may be delayed by up to four hours. Availability may also be delayed in the event of exceptional circumstances which, for reasons beyond the Hotel’s control, prevent the room allocated to each guest from being ready at the time set for the start of the stay in accordance with standard occupancy rules.

The hotel reserves the right to cancel, at 6.00 pm on the day of arrival, any bookings that have not been guaranteed and/or paid for in advance if the guest has not previously notified the hotel of this circumstance.

Any changes to the room or extension of the stay must be notified to reception before 11:00 am and will be subject to availability and payment of the corresponding supplements.

Extending the stay beyond the time specified (12:00 pm) without prior notification will result in the obligation to pay for an additional day.

The guest may not extend their stay without the hotel’s knowledge and authorisation, and hotel staff may request the assistance of the authorities to evict guests who fail to comply with the above.

If the guest shortens the duration of their stay, the hotel reserves the right to refund the nights not taken, provided that the booked rate allows for this. Under no circumstances may the guest demand a full or partial refund for nights not taken if the rate is non-refundable.

Where guests are absent for more than 48 hours without prior notice, the Hotel may deem the accommodation contract to be suspended or terminated, as the case may be, and proceed to collect the luggage if it proves impossible to locate the guest.

Collection shall be carried out in accordance with Article 18 of these Regulations, except where the actual value of the guest’s luggage does not cover the amount of the bill. In such circumstances, the accommodation may be terminated or suspended if the guest is absent for more than twenty-four hours.

In the event of the death of a guest occupying a room, their heirs or representatives shall be liable for paying the costs incurred as a result, including, if necessary, the redecoration and disinfection of the room and the replacement of linen and equipment.

 

ARTICLE 6 – NUMBER OF PERSONS PER ACCOMMODATION UNIT AND VISITORS NUMBER OF PERSONS PER ACCOMMODATION UNIT

As a general rule, no more people than the contracted capacity shall be permitted to stay in a room. Thus, two people shall not be permitted to stay in a double room that has been booked as a single room. Similarly, no more than two people shall be permitted to stay in a double room or a suite, nor more than three in a room booked as a triple room.

For safety reasons, occupancy exceeding the maximum number of people permitted for the room type and booking conditions is not permitted.

Otherwise, the Hotel reserves the right to charge the rate applicable to the actual number of people using the room and, at the same time, to terminate the guest’s stay immediately.

Guests staying with babies aged 0 to 2 years may request, subject to availability, a cot at no extra cost. The maximum number of cots in a room is one. Cots are available on request and must be confirmed by the accommodation.

A child over 2 years of age or an adult may stay in an extra bed. The provision of an additional or extra bed will incur an additional charge and will only be possible in some double rooms and always at the guest’s request.

If not requested in advance, the Hotel reserves the right to ask for an additional booking to be made in the event that the establishment does not have the requested extra bed available. Such an extra bed may only be occupied by one person, with a maximum of one extra bed per room.

No person is entitled to accommodate another without the prior consent of the Hotel; if consent is granted, the relevant registration procedures must be completed and the guest must be entered in the visitors’ register.

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VISITORS

The Hotel reserves the right to admit occasional visitors, and under no circumstances will they be permitted access to the guest rooms. Should the guest wish to receive visitors, the Hotel has designated areas for this purpose.

In the event of non-compliance, the Hotel Management reserves the right to order the visitor’s immediate departure.

Food delivery drivers are not permitted access to the hotel’s communal areas or guest rooms. The guest must go down to reception to collect the order in person; under no circumstances will hotel staff collect the order, nor will payments be made on the guest’s behalf.

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II. OPERATING RULES

ARTICLE 7 – PROVISION OF HOTEL SERVICES

The Hotel offers services and facilities in accordance with its category. Whatever these may be at any given time is specified on the official website of Hotel Puerta de Toledo SA, www.hotelpuertadetoledo.com/es, which also states that special requests will be accepted.

The price of the accommodation unit shall be deemed to include the supply of water, electricity, heating, cooling, the use of bed linen and towels, and the cleaning of the accommodation.

Some services incur an additional charge; in such cases, it is prohibited to use these services or receive their benefits unless they have been previously booked, and payment must be made in advance or after use, as agreed.

Persons acting on behalf of the Hotel company or providing services related to the accommodation shall, for this purpose, have free access to the rooms occupied by guests.

In the provision of its services, this establishment shall comply with the civil liability requirements set out in the Hotel’s insurance policy and shall be exempt from any liability in the event of personal accidents resulting from the negligence or recklessness of guests or their companions.

In the event of technical faults beyond the Hotel’s control, the Hotel undertakes to resolve them whilst causing the least possible inconvenience to the guest.

The furniture and fittings in the rooms, as well as in the rest of the premises, form part of the services provided and have been arranged with the intention of making guests’ stay as pleasant as possible; guests are therefore requested to use them appropriately and with respect. In any event, these items are the property of the establishment; therefore, in the event of loss, theft or unjustified damage, the establishment reserves the right to demand payment for the corresponding costs.

Without prejudice to the right of admission, hotel guests may, as a general rule, access the services and facilities offered by the establishment, unless access restrictions are imposed, which shall be fully justified and in no case contrary to constitutional rights and principles.

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ARTICLE 8 – CLEANING SERVICE

Rooms are cleaned daily. The room cleaning schedule is from 09:00 to 15:00. Guests who do not make their rooms available during these hours will not have their rooms cleaned.

For hygiene reasons, room cleaning will always be carried out without the guest being present in the room.

If you would like your room to be cleaned, please hang the ‘Please clean the room’ sign on the outside of your room door.

If you do not wish to be disturbed, please hang the ‘Do Not Disturb’ sign on the outside of your room door. If the sign remains on the door for more than 48 consecutive hours – the maximum period permitted by the hotel – we will telephone the room.

If there is no answer, we will enter the room to clean it and ensure it is in perfect condition.

Towels and sheets are changed whenever the guest deems it appropriate or at least every 3 days. Towels to be changed should be placed on the bathroom floor. Should you require towels, a change of sheets, bathroom amenities or room cleaning at a specific time within the cleaning hours, please contact reception.

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ARTICLE 9 – LAUNDRY AND DRY CLEANING SERVICE

The hotel offers a laundry, dry cleaning and/or ironing service provided by an external company. You will find the price list and terms of service on the form placed in your wardrobe.

If you wish to iron clothes in your room and require an iron, please contact reception, where one may be provided subject to availability. Please exercise extreme caution when using the iron in your room. Please notify reception when you have finished using it so that it can be collected and made available to other guests.

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ARTICLE 10 – CAR PARK SERVICE

The car park is a service for Hotel guests, the use of which is subject to availability, vehicle size and payment of the rate set by the Hotel.

Furthermore, the Hotel has reserved spaces in the Carlos III University building, opposite the Hotel, which are subject to availability and the rate set by the Hotel.

In both cases, bookings for the car park are not accepted.

Do not leave money or valuables inside vehicles.

The Hotel accepts no liability for theft, robbery or damage to vehicles, including all objects or living beings contained therein, regardless of whether they are parked in spaces designated for parking by the Hotel itself.

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ARTICLE 11 – SAFE BOX SERVICE

A complimentary safe box is provided in each accommodation unit. Instructions for use are located inside the safe.

The hotel offers a general safe upon request and subject to availability; you may request its use at reception.

The hotel accepts no liability for any theft, robbery or loss of items or sums of money, unless a declaration of valuables has been made.

 

ARTICLE 12 – MEDICAL ASSISTANCE AND FIRST AID.

Our reception is available 24 hours a day. You can contact us directly by:

• Dialling 9 (Switchboard/Reception)

• Dialling 880 or 890 (Reception)

Depending on the situation, our staff will arrange for public emergency medical services provided by the Community Health Service and Madrid City Council, or contact the service the guest specifies.

Regardless of the above, the hotel offers a medical home visit service whereby, upon request, a doctor can visit your room to attend to any medical situation. The cost of any fees incurred is payable by the guest requesting the service.

The hotel has an agreement with HM Hospitales for medical assistance to international guests; you may request further information at our reception or by visiting the link https://mytrip.imshmhospitales.es/mad

 

III. RULES OF CONDUCT AND HYGIENE

ARTICLE 13 – SMOKING

This Hotel is a “Smoke-Free Zone”, and smoking is therefore prohibited throughout the premises, with the Smoke-Free Zone extending to all rooms.

Smoking is only permitted outside the Hotel; we therefore ask you to extinguish your cigarette before entering, using the ashtrays provided for this purpose.

Please note that all rooms and communal areas are fitted with smoke detectors.

Should a guest smoke in their room or in any other area of the Hotel, they may be asked to leave, reported to the authorities and/or held liable for damages.

In any case, a charge of 150 euros per day will be added to your bill, payable at check-out, to cover the cost of cleaning and deodorising the room or area in question.

The charge for cleaning and smoke removal may be subject to change.

 

ARTICLE 14 – FOOD AND BEVERAGE

The buffet breakfast is served in the El Jardín area located on level -1 of the hotel.

The bar/cafeteria service is available on level 0 of the hotel.

Room service can be requested by dialling 805 from the in-room telephone. The menu can be viewed via the QR code available in the room.

The booked meal plan is personal and non-transferable.

For health and hygiene reasons, and in accordance with current food safety regulations, guests are not permitted to remove food, meals or drinks from the breakfast buffet room.

Similarly, for health reasons, as well as for the safety and comfort of all our guests, guests are not permitted to enter the breakfast room or remain in the lobby/café area with luggage, suitcases or similar items.

Non-resident guests may not remain on the hotel premises after closing time.

It is also not permitted to bring food and drinks from outside (except for baby food) into the hotel’s public areas. In the event of non-compliance, the hotel may require the removal of such food/drinks.

Food delivery drivers are not permitted access to the hotel’s communal areas or guest rooms. Guests must go down to reception to collect their order in person; orders cannot be collected by hotel staff, nor will payments be made on the guest’s behalf.

In the case of food delivery service, the hotel may charge an additional fee for the provision of cutlery, glasses or similar items.

Furthermore, the hotel accepts no liability for any goods brought into the hotel in contravention of the provisions set out herein.

Guests consuming alcoholic beverages must do so responsibly. Hotel staff may refuse to serve alcoholic beverages to guests who do not consume them responsibly. In accordance with current regulations, alcoholic beverages may not be sold, served, given as gifts, or consumed by persons under the age of eighteen who enter the premises.

 

EARLY BREAKFAST SERVICE:

If a guest is due to check out before the buffet breakfast service begins, this service may be replaced by a packed lunch. To avail of this service, guests must request it at reception before 18:00 on the day prior to the date on which the service is to be provided.

 

ARTICLE 15 – DRESS CODE AND CLOTHING

As a general rule regarding dress, it is stipulated that when moving about within the Hotel’s premises, guests must wear the clothing or attire established for that purpose and customary in each case.

Likewise, guests must comply with any dress codes that may be required in specific areas of the Hotel, such as the Bar or Restaurants, or for special occasions or events taking place within the Hotel premises.

Entry to or staying in the Hotel whilst wearing clothing or displaying symbols that incite violence, racism and/or xenophobia is not permitted.

Nor is it permitted to move about or visit the Hotel’s premises without wearing any clothing or in inappropriate attire, such as, but not limited to: going down to reception in a bathrobe or pyjamas, or walking around the Hotel bare-chested.

Apart from the exceptions listed above, the dress code for our premises is “casual”.

 

ARTICLE 16 – ACCESS FOR ANIMALS

Access or stay by persons accompanied by pets, domestic animals of any kind, birds or any other type of animal is prohibited, with the exception of persons accompanied by guide dogs or assistance dogs, as established by the sectoral regulations regarding the use of guide dogs by persons with total or partial visual impairment.

In any case, the person bringing an animal onto the premises and/or its owner shall be jointly and severally liable for any damage, breakage or deterioration caused by the animals to the Hotel’s property, goods and/or facilities and/or to the Hotel’s guests and/or visitors.

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ARTICLE 17 – CHILDREN’S STAY

The protection of all its guests, particularly children, is of the utmost importance to the Hotel. To this end, those responsible for their care must be vigilant regarding the areas they visit, the activities they undertake and their behaviour in the Hotel’s public areas, so as not to inconvenience others.

Parents and guardians are responsible for the behaviour and supervision of minors within the Hotel’s premises during their stay; they must therefore ensure that the facilities are used appropriately and, above all, that common areas are respected (no running in the corridors, shouting or playing in the breakfast room or hotel lobby, no uncontrolled jumping, or similar behaviour).

Particular attention must be paid to the rule regarding “not using the lift without being accompanied by a responsible adult or making improper use of the revolving main door”.

Any damage caused by minors in the absence of such supervision shall be the sole and exclusive responsibility of their parents or legal guardians, and the Hotel shall be exempt from any liability.

In accordance with current regulations, minors under the age of eighteen who enter the premises may not be sold, served, given, or permitted to consume alcoholic beverages.

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ARTICLE 18 – LOST AND/OR ABANDONED PROPERTY

Any items found in guest rooms or other areas of the Hotel, once a guest’s stay has ended or, where applicable, been terminated, will be removed and held for a period of 30 days.

Perishable goods, if not claimed, will be disposed of the day after they are found. All other items found will remain in the Hotel’s offices in storage for a maximum period of 30 days.

Should the guest require the item to be sent to them, they must contact a courier company themselves and arrange the collection process. The hotel will provide the necessary information to facilitate this.

Personal identification documents (ID cards, passports, etc.), if not claimed, will be handed over to the police.

Items will be made available to the guest who lost and/or left them behind and may be collected from the hotel between 9.00 am and 4.00 pm, Monday to Friday, provided at least 24 hours’ notice is given.

To collect items from the hotel, identification must be provided by presenting an ID card or similar document, and a receipt must be signed. If a third party is collecting the items, they must present authorisation previously confirmed by the hotel.

Once the 30-day period has elapsed, the establishment may dispose of unclaimed belongings as it sees fit.

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ARTICLE 19 – RULES OF USE

QUIET: From 10.00 pm, guests are required to keep quiet in the corridors and guest rooms so as not to disturb the rest of the hotel’s guests. Please keep the volume of the television and your voice to a minimum.

MOBILE DEVICES: Furthermore, we kindly request that, when using mobile devices in any public area of this Hotel, you do so at minimum volume or in silent mode out of respect for other guests or visitors.

COMPUTER EQUIPMENT: When using the computer equipment and internet connection provided by the Hotel, guests must comply with current legislation (particularly intellectual property laws) and maintain the condition of the hardware and software.

ELECTRICITY: The electrical supply in your room is 220 volts.

Guests are strictly prohibited from using the electrical supply and mechanical equipment installed in their room for purposes other than those for which they are intended.

The Hotel’s safety regulations strictly prohibit the use of electrical, gas or other appliances that could cause a fire anywhere in the Hotel and/or in the rooms.

To help save energy, please switch on the air conditioning with the doors and windows closed.

CAMERAS AND OTHER IMAGE-CAPTURING DEVICES: It is prohibited to take photographs or videos in which other guests or hotel staff appear, and even more so if minors or other people with special characteristics appear, such as mobility difficulties, Down’s syndrome or other characteristics, for example, those that might indicate religious beliefs.

It is prohibited to take photographs or videos of the establishment’s staff whilst they are carrying out their duties, unless the employee in question has given their consent; for example, taking a photograph or video with a waiter or other staff member where the employee is clearly seen to be posing for the photograph.

Photographs or videos taken by guests in which other guests or an employee of Hotel Puerta de Toledo can be identified may only be used within the family home, and their publication in any physical medium (documents, articles, leaflets, etc.), electronic medium (e.g. email), or online medium (websites, social media, blogs, establishment review sites such as Tripadvisor or similar) is strictly prohibited.

Any unauthorised use of the image of a guest or an employee may constitute an offence against honour, privacy and personal image, punishable by up to FOUR YEARS’ imprisonment, and, in the event of public dissemination, up to FIVE YEARS.

CIVIC BEHAVIOUR: The furniture and fittings in the rooms, as well as in the other areas of the premises, form part of the services provided and have been arranged with the intention of making guests’ stay as pleasant as possible; guests are therefore requested to use them appropriately and with respect. (Do not move the furniture, lie down, take off your shoes or put your feet on tables or armchairs). Special attention must be paid to children to ensure they do not run, play or climb on the furniture, and a suitable tone of voice must be maintained at all times. In any case, these items are the property of the establishment; therefore, in the event of loss, theft or unjustified damage to them, the establishment reserves the right to demand payment for the corresponding cost.

We ask that you use the facilities appropriately. In the event of damage or defects caused by improper use, the hotel may charge for damages, including any resulting loss of earnings.

 

IV. ADMISSION RULES

ARTICLE 20 – RIGHT OF ADMISSION

The Hotel is open to the public and freely accessible, subject to no restrictions other than those established by current legislation, the provisions of these Regulations, and, in any case, the rules of good conduct and hygiene.

The Hotel accepts no responsibility for the behaviour of guests, nor for any objects, substances or materials they may bring into the room, as it is not authorised to inspect luggage.

Members of the public may not enter or remain in the Hotel and its facilities without complying with the requirements to which the Company has made the right of admission conditional, as stipulated in Article 59.1.e) of Royal Decree 2816/1982 of 27 August, which approves the General Regulations on Police Matters relating to Entertainment and Recreational Activities, extending its scope to all types of establishments open to the public, regardless of whether they are publicly or privately owned.

Access to and the presence of persons in the Hotel shall be prevented in the following circumstances:

• When the established capacity has been reached by the guests already inside the establishment.

• When the Hotel’s closing time has passed.

• When the person does not meet the minimum age requirement for entry to the premises, in accordance with current regulations.

• When the person seeking entry has not paid the admission fee or ticket price where such payment is required.

• When the person displays violent behaviour, in particular when behaving aggressively or causing disturbances.

• Where the person is carrying weapons, or objects capable of being used as such, unless, in accordance with the provisions of the specific applicable regulations in force at any given time, they are members of the Security Forces or private security guards employed by private companies, and are entering the premises in the course of their duties.

• Where they wear clothing or display symbols that incite violence, racism or xenophobia, as defined in the legislation on the protection of public safety and in the Criminal Code.

• Where they cause dangerous situations or inconvenience to other patrons, or fail to meet standards of personal hygiene in accordance with the prevailing social norms of contemporary society and, for this reason, may cause inconvenience to others. In particular, access to, or where applicable, continued presence in the establishment shall be denied to those who are consuming drugs, narcotic or psychotropic substances, or who show symptoms of having consumed them, and to those who display obvious signs or behaviour indicating they are intoxicated.

• When behaving in an indecent manner, shouting or making excessively loud noises that disturb other guests, disrupt the peace and quiet of the Hotel or the normal running of the establishment

• •When taking actions or adopting attitudes that are detrimental to the health and cleanliness of the establishment.

• Where the prevention rules established by the applicable regulations at any given time are breached.

• Where the normal social coexistence of the establishment is disrupted, or where, either personally or through persons for whom they are responsible, any form of disturbance is caused to other guests, visitors or third parties, or where any act is committed that may affect the peace and privacy that guests expect to find during their stay at the Hotel.

• When they carry out, promote or encourage discriminatory acts against other guests, visitors or Hotel staff, or even their own companions, or behave in a rude or aggressive manner towards any of them.

• When they fail to pay for services or facilities upon being requested to do so.

• When they remove objects or property belonging to the Hotel from the premises, whether from the room or other areas, without the Hotel’s express consent.

• When you damage or cause deterioration, in whole or in part, to the Hotel’s facilities, fittings, property, services and supplies, or those of any other party subject to these Regulations.

• When you disclose or disseminate confidential information about the Hotel that you have obtained during or as a result of your stay or passage through the hotel premises.

Likewise, access and/or stay shall be denied to those persons who refuse to comply with the legal obligation to complete and sign the Traveller Registration Forms, providing all the information required therein (including the type and number of identity document), in accordance with the provisions of Organic Law 1/1992 of 21 February on the Protection of Public Safety, and Order Int/1922/2003 of 3 July of the Ministry of the Interior, on guest registers and traveller registration forms in hotels and similar establishments.

Where the circumstances indicated arise or where individuals are subject to one or more of the restrictions listed above, the staff in charge of the establishment may require them to leave, subject to payment, where applicable, of any outstanding bills for services and consumption.

It is expressly stated that free access to the facilities, services and accommodation of this hotel shall not be denied or restricted to any person wishing to use them on grounds of sex, disability (with or without a guide dog), religion, opinion or any other personal or social circumstance.

The Hotel may seek the assistance of law enforcement officers to remove from its premises any guests who breach these regulations, who seek to enter or remain on the premises for a purpose other than the normal use of the hotel service, and also, where applicable, any persons who are not registered as guests, attendees at banquets, conventions, etc. or who fall under the circumstances set out in this article as grounds for refusal of access.

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ARTICLE 21 – OBLIGATION TO PAY IN THE EVENT OF PROHIBITION OF ACCESS OR EVICTION

Notwithstanding the above, and in the cases described above, the person remains obliged to pay for any expenses incurred up to the time of the prohibition of access or stay at the Hotel.

 

ARTICLE 22 – MOVEMENT AND STAY WITHIN THE HOTEL

Movement and stay within the Hotel shall be confined to the areas reserved for guests, who shall under no circumstances be permitted to access reserved or private rooms or spaces, with the express exception of function rooms whose access is limited to those who have booked them and to the guests they designate.

Areas reserved for the exclusive use of the establishment’s staff, access corridors to administrative offices, kitchens, storerooms, warehouses, staff changing rooms and other service areas shall be considered restricted or reserved areas.

 

ARTICLE 23 – SAFETY RECOMMENDATIONS

The Management of the establishment recommends:

• Keep an eye on and secure your luggage and personal belongings in public areas to prevent loss and/or theft. Do not leave them unattended. The hotel accepts no liability for damage, loss or similar incidents.

• Close your room door when leaving and try to open it again to ensure it is properly locked, even if you are only away for a short time.

• Keep the door locked whilst you are in your room.

• Lock your luggage when not in use and place it in your wardrobe. If your luggage has a lock, always use it.

• Keep your room key safe. Do not simply leave the key at the reception desk. Always hand over your key in person when you leave the hotel.

• Please notify the Management immediately of any unusual occurrences you notice, such as: people behaving suspiciously in the corridor, repeated telephone calls from people who do not identify themselves, knocks at your room door from people unknown to you, or finding no one at the door when you go to open it.

• Please do not be offended if you are asked to identify yourself at Reception or any other department.

• Do not display jewellery, money or valuables in your room.

• Do not invite strangers into your room, nor tell them your room number.

• Do not allow maintenance staff to enter your room unless you have requested it or the Hotel Management has authorised it. Should staff enter your room for maintenance or cleaning, there must always be an official hotel sign indicating that maintenance or cleaning is taking place in your room.

• Do not allow people to enter your room with unsolicited deliveries.

• When socialising with strangers, do not reveal the name of your hotel or your room number.

• Do not discuss specific plans for future excursions, outings, etc., in public or with strangers.

• Do not keep your room key card with any document indicating the hotel or your room number.

• Do not display your room key in public places.

• If you discover any damage or irregularity, please contact reception.

• SECURITY DEVICES: In order to guarantee the safety, privacy and peace of mind of guests, this hotel has technical devices with continuous recording capabilities in corridors and other general or communal areas; footage may be made available to the authorities in cases provided for by law.

• FIRE EXTINGUISHERS: A sufficient number of fire extinguishers and smoke detectors have been installed in the Hotel for use in the event of a fire. In such circumstances, the instructions marked on them must be followed and guests must notify the Hotel Reception.

Please respect the quiet hours in the guest room areas during the night and at siesta times, and in general, avoid making unnecessary noise.

We ask that you observe the opening hours of all the Hotel’s facilities.

We appreciate your cooperation should any fire drill or evacuation drill take place during your stay at the Hotel.

Opening hours may vary depending on the time of year.

 

ARTICLE 24 – POWERS OF THE HOTEL

Total or partial failure to comply with any of the rules set out in these Regulations authorises the Hotel, at its sole discretion, to take any of the following actions:

• Request the offender to modify their behaviour or habits;

• Require them to show due respect and comply with the rules of conduct, etiquette and dress code;

• Insist on compliance with the provisions of these Regulations;

• Impose specific sanctions on the offender, such as a formal warning, suspension of use of all or part of the facilities and/or services provided by the Hotel, or exclusion from the hotel premises.

• The Hotel reserves the right to admit or retain guests and, in exercising this right, may refuse entry to those who have previously breached these Regulations and/or who do not meet the requirements listed above.

• Notify and inform the relevant public authorities so that they may take the necessary action.

The Hotel Management shall apply sanctions taking into account the following criteria: the seriousness and nature of the offence and the circumstances of the incident; the repetition of such conduct by the offender; their previous record; and the application of previous sanctions to the offender.

The Hotel reserves the exclusive right to decide whether or not to apply the sanctions provided for in these Regulations. Under no circumstances may the failure to impose a sanction on the offender be regarded by the offender or by other guests or visitors as a right not to be sanctioned in future for similar causes or for other infringements committed.

Should any guest fail to comply, in whole or in part, with the rules and regulations set out herein, in addition to being liable to sanctions, the offender shall be obliged to pay compensation for any damages caused.

In any event, the offender must hold the Hotel harmless from any damage arising from any claim or demand made by any third party against the hotel as a result of their failure to comply with the provisions of these Regulations or with current legislation.

The rules contained in these Regulations shall in no way be interpreted as discrimination against any ethnicity, nationality, gender, religion, race, age or political ideology of the recipients, but rather as a suitable means of guaranteeing all its guests the excellence and quality of the Hotel’s services.

Under no circumstances may these Regulations be interpreted as limiting or restricting the individual rights of anyone who voluntarily enters the establishment, being aware of its characteristics and of the Hotel’s authority to issue any other rules or regulations (which supplement, extend, amend or replace the rules set out herein, or establish new rules governing the use of specific areas of the establishment or the manner in which the recipients of these Regulations or other potential recipients must behave, conduct themselves and present themselves in any area or facility of the establishment) is inherent in its right of ownership and/or its responsibility for the operation of the establishment with regard to the rights of its guests or customers. This power is inherent in the responsibility of the company operating the Hotel, which must ensure the proper functioning of services, whilst respecting the rights of its guests or customers.

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V. PRIVACY POLICY

ARTICLE 25 – BASIC INFORMATION ON DATA PROTECTION.

The data controller is: Hotel Puerta de Toledo, S.A., located at Glorieta de la Puerta de Toledo, no. 4, 28005 (Madrid), with Tax Identification Number (N.I.F.) A-28196715, and registered in the Commercial Register under Page 12589, Folio 2149, Section 3, with telephone number 914747100 and contact email address: madrid@hotelpuertadetoledo.es. For the purpose of providing the services offered, improving the commercial relationship and managing requests made by customers and non-customers, and in compliance with current regulations, the company hereby informs you that the personal data provided by users is processed.

CCTV:

Hotel Puerta de Toledo, S.A. visibly captures, and where applicable records, personal information in the form of images for private security and business monitoring purposes. Your personal data will be processed for security purposes via a CCTV system. The images will be retained for a maximum period of one month from the date of capture, after which they will be deleted. All information regarding their processing is available on the information notices.

Legal basis for the processing carried out:

For the processing of personal data, we have the following legal bases: the implementation of pre-contractual and contractual measures, the unambiguous consent of the data subject where necessary, the legitimate interests of the controller, as well as compliance with legal obligations (Art. 6.1 GDPR).

Profiling: this is not carried out.

Recipients and international data transfers: no data is transferred unless legally required. Access to data by suppliers is necessary for the effective provision of the requested service, although this does not constitute a transfer of users’ data.

No international data transfers are planned, as our suppliers are located within the European Economic Area.

Data retention:

We retain the data provided for the period necessary to provide the contracted service, to carry out functions based on legitimate interests within the framework of the customer relationship—such as direct marketing purposes—and to prevent fraud and handle claims in the event of non-payment, as well as to comply with legal obligations. Once this period has expired, the data obtained will be blocked for a period of 5 years to comply with legal obligations or to deal with claims, after which it will be deleted.

Exercising your rights:

You have the right to access, rectify and erase your data, as well as other rights, as explained in our privacy policy. You may exercise your rights at any time by sending a request, together with proof of your identity, to the email address madrid@hotelpuertadetoledo.es