Rights and obligations of users of tourist services

Chapter II. Section One.

Article 16. Rights.

Users of tourist services, without prejudice to the provisions of the general legislation on consumer defense and protection, shall have the right to:

a) Receive from tourism companies objective, truthful, and understandable information, complete and prior to their contracting, about the services offered to them, as well as about the final price, including taxes. And to be protected against misleading information or advertising in accordance with current regulations.

b) Obtain the documents that certify the terms of their contract.

c) Receive the tourist services under the conditions offered or agreed upon and, in any case, that the nature and quality of their provision are directly proportional to the category of the company or tourist establishment.

d) Enjoy accessible spaces, infrastructures, and tourist services.

e) Freely access tourist establishments and services under the terms established by law.

f) Ensure that tourist establishments comply with the regulations on the safety of their facilities and fire protection as well as the specific regulations in tourism matters.

g) Be clearly informed about facilities or services that may pose any risk and the safety measures adopted in this regard.

h) Receive an invoice or proof of payment for the tourist service provided with the data required by current legislation.

i) File complaints and claims and obtain accessible and truthful information about the procedure for submitting them and their processing, being able to resort to an extrajudicial conflict resolution system through mediation and arbitration. Likewise, they have the right for the competent public administration to ensure maximum efficiency in the attention and processing of their complaints or claims filed.

j) Resort to arbitration formulas for the extrajudicial resolution of their conflicts with economic consequences.

k) Demand that, in a place of easy visibility, the distinctive signs of the establishment’s classification, capacity, prices of the services offered, and any other activity variable, as well as the corresponding quality symbols, be publicly displayed.

Article 17. Obligations.

Users of tourist services, without prejudice to the provisions of the applicable sectoral regulations, shall have the following obligations:

a) Respect the traditions and social and cultural practices of tourist destinations as well as their wealth and value.

b) Respect the environmental surroundings, historical and cultural heritage, and tourist resources.

c) Pay for the contracted services, either at the time of presenting the invoice or at the agreed time, place, and manner, without the fact of filing a complaint or claim implying, in any case, exemption from payment.

d) In the case of accommodation tourist services, respect the agreed departure date and time from the establishment, leaving the occupied accommodation unit free.

e) Observe the rules of respect, education, social coexistence, attire, and hygiene for the proper use of tourist establishments and services.

f) Respect the facilities and equipment of tourist establishments and companies.

g) Respect the internal regulations of tourist establishments, schedules, and rules of conduct of places of visit and tourist activities.