1A. Information

Some of the terms you’ll encounter here have very specific meanings. We are creating a TravelFit.es dictionary that you will soon find in our General Conditions.

When you book Accommodation, TravelFit.es is the provider and responsible for this platform, but not for the travel experience itself. Agencia Deportiva UNOIUNO, TravelFit.es is a company incorporated under Spanish law.

1B. How does our service work?

We make it easier to compare bookings from different hotels, accommodation owners, and other service providers.

When you make a reservation through TravelFit.es, you are entering into a contract with the service provider (unless stated otherwise).

The information on TravelFit.es is based on the details provided by the service providers. We do our best to keep the information up to date at all times; however, content updates (such as descriptions and lists of services offered by the Accommodations) may take a few hours to appear.

You can choose to register as a guest, in which case your data will not be recorded, or register, where your data will be protected for future offers or discounts on your upcoming events.

1C. Who do we work with?

Only service providers with whom we have a contractual relationship will appear on TravelFit.es. They may also offer travel experiences outside of TravelFit.es.

No accommodation is owned by us. Each service provider is an independent business that has agreed to work with us in a specific way.

On TravelFit.es, you will find how many accommodations you can book worldwide through us, and on our search results page, you will find how many of them might be suitable for you based on what you have told us.

1D. How do we make money?

We do not buy or (re)sell any products or services. Simply, when your stay is completed, the service provider pays us a commission.

If, on the second accommodation appearing in the search results, you see the label “Sponsored Listing,” it means that the service provider has paid to appear there, as part of our Sponsored TravelFit program.

1F. Reviews

Customers can provide their opinions or individual ratings on specific aspects of the travel experience, such as service and attention, location, cleanliness, staff, comfort, facilities, value for money, and free WiFi, noting that reviews and ratings are submitted independently, so there is no direct correlation between them.

You can leave a comment about an Accommodation you booked through TravelFit.es if you have stayed there or if you visited the accommodation but did not stay there. To edit a comment you have already submitted, please contact our customer service team at in**@*******it.es.

We have people and automated systems specialized in detecting fake reviews submitted on TravelFit.es. If we find any, we remove them and, if necessary, take action against the responsible person.

If someone detects something problematic, they can report it to the Customer Service team at any time. Our Fraud team will investigate.

Ideally, we will publish every review we receive from customers, whether positive or negative, unless it violates our content guidelines and rules. To ensure that reviews are relevant, we only accept those submitted within three months of check-out, and we stop displaying them if they are older than 36 months or if the Accommodation changes ownership.

An Accommodation can choose to respond to reviews.

When there are multiple reviews, the most recent ones will appear first, subject to other factors such as the language they were submitted in, whether they contain only a rating or also comments, etc. To ensure the most useful reviews appear first, each factor may have more (or less) weight, depending on how our platform evolves over time.

Sometimes we show some external review scores from other well-known travel websites. When we do, we make it clear.

Reviews may include Google translations, but not by TravelFit.es. Google is not responsible for any warranties related to the translations, whether implied or explicit, including warranties related to accuracy and truthfulness, or any implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

1G. Rating: stars, quality rating, score

We do not assign star ratings. According to local regulations, the star rating is assigned by (a) the service provider itself or (b) independent third parties (e.g., hotel rating organizations). In any case, the star rating indicates the status of the Accommodation in terms of price, facilities, and services available, among other things. We do not impose our own standards on star ratings and do not review them, but if we find a star rating to be inaccurate, we will request the service provider to prove that it is deserved… or adjust it!

How the star rating is displayed: from 1 to 5 stars next to the accommodation name.

We do not assign review scores. Our customers do.

We assign quality ratings. To help customers find the perfect Accommodation, we assign quality ratings to some of the Accommodations on our Platform. Each rating is based on a high number of factors categorized into five main categories:

• Facilities and services;
• Accommodation setup, number of rooms, and occupancy;
• Number of photographs uploaded by the service provider and their quality;
• Average review score for aspects we know our customers find particularly useful, such as customer service, staff behavior, cleanliness, services offered;
• Historical aggregated booking data (e.g., to evaluate star ratings of accommodations).

We use these factors to extract statistical patterns and perform analysis using machine learning. This information is used to automatically calculate a quality rating from 1 to 5.

1H. Prices

Service providers are responsible for setting the rates shown on TravelFit.es. However, we may offer advantages or other benefits at our expense.

When you make a reservation, you agree to pay the cost of the package or travel experience and any other charges and taxes that may apply (e.g., extra charges). Taxes and charges can vary for different reasons, such as the location of the service provider, the type of room chosen, and the number of guests. The price description indicates whether taxes and charges are included or not. You can find more information about the price during the booking process.

On TravelFit.es, descriptions of facilities or amenities provided by the service provider are included (to the extent that the provider communicates this information to us). It also indicates how much extra they will cost, if applicable.

1I. Payments

There are three ways to pay for your reservation:

• The service provider charges you the price at the accommodation itself.
• The service provider charges you the price in advance. We (or our affiliated company) will obtain your payment method details and provide them to the service provider.
• We handle the payment to the service provider in advance. We (or our affiliated company) will obtain your payment method details and ensure that the service provider receives the payment.

If you cancel a reservation or do not show up, cancellation or no-show charges, as well as any refunds, will depend on the service provider’s cancellation and no-show policies.

1J. Host Type

We ask service providers, regardless of where they are located in the world, to indicate whether they act as private hosts or professional hosts, as defined by European legislation.

This is information required by European consumer law to communicate to you. Therefore, if you are in the European Economic Area (EEA), Switzerland, or the UK, you will see that some Accommodations in the search results have a “Managed by a private individual” label and a description of what this means. All other Accommodations, as far as we know, are managed by “professional hosts.”

This label has no significance in terms of taxes, including VAT and other “indirect taxes” related to value-added, sales, or consumption.

1K. Help and Advice: if the unexpected happens

If you have any questions or something does not go as planned, contact us. You can do so by accessing your reservation, through our app, or via our email. You will also find some frequently asked questions (FAQ) that will be useful. We handle complaints as quickly as possible, prioritizing the most urgent ones.

You will help us assist you much faster if you provide:

• Your reservation confirmation number, the TravelFit.es PIN code, your contact details, and the email address you used to book your stay;
• A summary of the situation you need help with, including how you would like us to assist you;
• Any supporting documents, such as bank statements, photographs, receipts, etc.

Whatever the issue, we will do our best to help you.

• What if a reservation shows an incorrect price? Sometimes (though rarely), an obviously incorrect price might appear on our platform. If this happens and you make the reservation before we correct the error, the reservation may be canceled, and we will refund any amount you have paid.
• Do we ever remove service providers from TravelFit.es? Of course. We can do so if we find out they have breached their contractual obligations, for example, or if they have provided an inaccurate description of their Accommodation and do not correct it when requested. Read DISCLAIMER.

1L. Overbooking

Once your reservation is confirmed, the service provider is obligated to honor it. If the service provider has an “overbooking,” they will be responsible for finding a solution as quickly as possible, although we provide certain guidelines and practical help.

If they cannot provide you with the option you had reserved and cannot offer you a suitable alternative:

• You can cancel the reservation at no cost (with a refund of any amount you have paid);
• If you prefer, we will help you choose an alternative accommodation of similar category and price on our platform (if available), and if it is slightly more expensive, we will refund the difference when you send us the invoice from the new service provider.

Regarding refunds…

• If the service provider handled the payment, we will ensure they process the refund as soon as possible.
• If we handled the payment, we will process the refund ourselves. In 90% of cases, the money should appear in your account within 5 business days from when:
  • The original reservation is canceled or we verify the invoice you have sent us (which shows that you stayed elsewhere).