Terms and Conditions: my Barceló Benefits Programme
my Barceló Benefits is the international loyalty programme (hereinafter, the "Programme") of Barceló Gestión Hotelera, S.L. with registered office at Calle José Rover Motta 27, 07006, Palma de Mallorca (hereinafter, "Barceló" or "Barceló Hotel Group"), in force since 2 July 2015, open and free, aimed at rewarding the loyalty of the Account Holder who independently and individually books via Barcelo.com and/or the Call Centre, with high-value benefits, content and communications that will enhance their Barceló experience before, during and after their stay.
Accessing the my Barceló Benefits Programme, as well as carrying out transactions on the barcelo.com website and through the Barceló telephone booking service (hereinafter, the "Call Centre"), implies that you accept the following terms and conditions of use in full:
- accept the privacy policy of the Barceló Hotel Group website
- to restrict access via the www.barcelo.com website to confidential information about the my Barceló Benefits programme account so that it can only be accessed by the Account Holder or with their consent, you will be required to enter your personal details (first name, last name, phone number, date of birth, home address), a unique personal email address and a password.
- if a Account Holder forgets their password, they can request that it be sent to the email address with which they have registered that is their username. To do so, go to the www.barcelo.com website, try to access the my Barceló Benefits area and click the option: "Forgot your email or password?"
- the Account Holder will be responsible for safeguarding their chosen password. Barceló Hotel Group will not be responsible for the consequences of the possible illegitimate use, by third parties, of the customer’s access password.
The my Barceló Benefits Programme is based on Account Holders attaining exclusive advantages when registering for the programme and making bookings on barcelo.com and/or via the Call Centre after identifying themselves as a my Barceló Benefits Account Holder.
The beneficiaries of the my Barceló Benefits programme (hereinafter, "the Account Holder") are of-age individuals (identified by their personal data) registered on the my Barceló Benefits Programme via the www.barcelo.com website, the Barceló Call Centre or in person directly with the hotel. In addition, after registering, the Account Holder will receive a registration confirmation email.
It is important to note that, in the case of bookings that cover multiple rooms, the benefits of the programme will be exclusively for the Booking Holder, who must be an individual registered in the my Barceló Benefits Programme who is staying at the same hotel and during the same dates as the rest of the bookings on the same booking itinerary.
The Programme reserves the right to terminate an Account Holder's my Barceló Benefits account immediately and without the possibility of restoration and to hold the Account Holder liable for any improper or fraudulent use of the Programme, or for breaching the rules and procedures contained in these general terms and conditions.
Payment of invoices for bookings will be made via the payment card provided during the booking process. If a booking is not pre-paid, payment will be requested from the guest upon arrival at the hotel.
You are hereby informed that in order to obtain the best conditions and advantages as a company or organisation, you can use our portal for professionals Barceló Pro.
An invoice will not be issued in the name of companies for bookings made by a my Barceló Benefits Account Holder. In order to issue a company invoice the booking must be made via BarcelóPro.
Every Account Holder participating in the my Barceló Benefits Programme can access a private area within barcelo.com, where the corresponding booking transactions made at barcelo.com and via the Call Centre that affect their level (last 2 years) and their booking records.
1. The account shall remain permanently active as long as the user does not decide to unsubscribe from the programme.
2. The Account Holder may, at any moment, request voluntary cancellation in the personalised area.
3. The booking operations carried out by Account Holders may not be transferred to another Account Holder’s account.
4. Account Holders' accounts are non-transferable.
Bookings will start to be added to the my Barceló Benefits account once the Account Holder has registered for the Programme and has previously logged in or identified themselves as a my Barceló Benefits Account Holder.
Bookings made by persons other than the Account Holder will not be accumulated in the Account Holder's my Barceló Benefits account.
For the purposes of calculating the my Barceló Benefits level and applying the benefits, only bookings made by the my Barceló Benefits' Account Holder via barcelo.com and/or our Call Centre will be accumulated automatically, after logging in my Barceló Benefits or identifying themselves as such. These bookings will be accounted for after completing the stay (a day after checking out).
If a booking is made without prior login or identification as an Account Holder of my Barceló Benefits, the benefits associated to my Barceló Benefits will not be applied during the stay and will not be automatically taken into account when calculating the Programme level. Even so, the registered Account Holder can import the my Barceló Benefits account from the bookings import (https://www.barcelo.com/es-es/bhg/importacion-de-reservas/) taking into account the following specifications:
- You can only import bookings made through barcelo.com and Barceló's Call Centre, and you must have checked out within the last 12 months.
- The booking must be for a hotel in the current Barceló Hotel Group portfolio.
- my Barceló Benefits, as Barceló Hotel Group’s international loyalty programme, can be applied at all Barceló Hotel Group hotels in Europe, Latin America/Caribbean, and Africa, except for the hotels specified in section 7 of these Terms and Conditions.
- The email address and name of the person who booked must be the same as that of the Account Holder of the my Barceló Benefits account you wish to import the booking to.
- Flight plus hotel packages and bookings made through other websites, travel agencies or other channels that are not barcelo.com or Barceló's Call Centre cannot be imported to your my Barceló Benefits account.
Considerations concerning the bookings qualifying to the my Barceló Benefits account:
- If two or more bookings are made under the Account Holder's account for consecutive dates in the same hotel (check-out of one booking = check-in of the next one), only one booking will be considered in the Programme's stay counter. However, the total amount spent at the level of the cumulative amount counter will be taken into account.
- If two or more bookings are made under the Account Holder's account for the same date and in the same hotel, only one booking will be considered in the Programme's stay counter. However, the total amount spent at the level of the cumulative amount counter will be taken into account.
There are currently 3 levels of my Barceló Benefits Account Holders: my Barceló Essential, my Barceló Special and my Barceló Unique.
- my Barceló Essential: This is the basic level that is applied to an Account Holder after registering with my Barceló Benefits.
- my Barceló Special: This is the intermediate level that applies to a my Barceló Benefits Account Holder. In order to achieve or keep a level, two criteria must be met: complete stays and make valid payments. If only one of the criteria is met, it will be necessary to continue completing bookings until both criteria are met. The Account Holder must have completed 2 stays and have spent at least €1,000 over a period of 24 months.
- my Barceló Unique: This is the most exclusive level that applies to a my Barceló Benefits Account Holder. In order to achieve or keep a level, two criteria must be met: complete stays and make valid payments. If only one of the criteria is met, it will be necessary to continue completing bookings until both criteria are met. The Account Holder must have completed 4 stays and have spent at least €3,000 over a period of 24 months.
Level Maintenance and Downgrading
If at the end of a 24-month period at a certain level, an Account Holder does not meet the applicable criteria for their current level, they will be downgraded to the previous level. This review period will begin from the moment the customer acquires a new level, either due to a level upgrade or due to downgrade after a review period.
Stays are kept on the user's counter for 24 months from the check-out dates of said stays. Once this period has passed, the stays will be automatically deducted from the accumulated total.
Once the review period is activated, if a customer had not completed any stays during that 2-year evaluation period, their counter would indicate 0, marking 0 stays and 0 accumulated expense.
This can happen regardless of the level to which a my Barceló Benefits Account Holder has been downgraded, either to my Barceló Special or my Barceló Essential levels.
If a customer has completed a stay during that 24-month period, but it has not been sufficient to maintain their level, the Account Holder will be downgraded, but the stay will continue to be reflected in their counter for 24 months from the relevant check-out.
Customers can check their progress at any time through their private my Barceló Benefits area, available on the official website or just logging in to the Barceló App. In addition, periodic communications will be sent via email or through the private area my Barceló Benefits to keep the customer informed about their status and progress within the programme.
Barceló Hotel Group offers its my Barceló Benefits Account Holders a complete package of advantages, depending on their level in the Programme.
In order to benefit from the exclusive advantages of the Programme, the Account Holder must book through www.barcelo.com or via Barceló's Call Centre.
The exclusive benefits are intended solely and exclusively for the my Barceló Benefits Account Holder as the holder of the booking, so it is necessary for the Account Holder in the Programme to make the bookings, after logging in or identifying themselves in their my Barceló Benefits account. With a booking of multiple rooms, the advantages apply only and exclusively to the room in which the Account Holder stays, and do not apply to rest of the rooms included in the booking.
PERKS PACKAGE BY LEVEL
my Barceló Essential Benefits
PERKS PACKAGE FOR DIRECT BOOKING IN BARCELO.COM AND BARCELÓ CALL CENTRE (Applies to all Hotels)
- Exclusive my Barceló Benefits rate.
- Additional 5% discount on bookings after having completed your first stay.
- Early access to exclusive campaigns and offers.
- Best price guarantee and priority access to last rooms
- Special requests at no extra charge, subject to availability¹.
- Online check-in².
EXCLUSIVE TREATMENT PACKAGE DURING THE STAY (Applies to Hotels in Europe, the Middle East, North Africa and Asia)
- Priority check-in and check-out³.
- 5% discount on hotel experiences and additional services, even if you are not a guest⁴.
¹This benefit does not apply to hotels in Latin America/the Caribbean. Check with the hotel during the stay for a list of available special requests and discounted my Barceló Benefits experiences.
²This benefit does not apply to hotels in Latin America/the Caribbean.
³This benefit also applies to hotels in Latin America/the Caribbean.
⁴This benefit applies to both guests staying and not staying at hotels in the EMEA region. For non-staying guests, the discount will be valid only on food and beverage services and after confirming with the hotel. It is necessary to confirm with the hotel which are the experiences and additional services available to apply the discount. Barceló Experiences (https://www.barcelo.com/guia-turismo/en/) are excluded. Discounted experiences do not accrue with resort credit.
my Barceló Special Benefits
PERKS PACKAGE FOR DIRECT BOOKING IN BARCELO.COM AND BARCELÓ CALL CENTRE (Applies to all Hotels)
- Exclusive my Barceló rate.
- Additional discount of 10% on booking (discount acquired when adding stays –applies from the second completed stay and from the third booking)
- Early access to exclusive campaigns and offers.
- Best price guarantee and priority access to last rooms
- Special requests at no extra charge, subject to availability¹.
- Online check-in².
- Booking flexibility
EXCLUSIVE TREATMENT PACKAGE DURING THE STAY (Applies to Hotels in Europe, the Middle East, North Africa and Asia)
- Priority check-in and check-out³.
- 10% discount on hotel experiences and additional services, even if you are not a guest⁴.
- Complimentary water in the room, restocked daily⁵.
- Welcome gift.
- Welcome minibar (spirits and liquors not included).⁶
¹This benefit does not apply to hotels in Latin America/the Caribbean. Check with the hotel during the stay for a list of available special requests and discounted my Barceló Benefits experiences.
²This benefit does not apply to hotels in Latin America/the Caribbean.
³This benefit also applies to hotels in Latin America/the Caribbean.
⁴This benefit applies to both guests staying and not staying at hotels in the EMEA region. For non-staying guests, the discount will be valid only on food and beverage services and after confirming with the hotel. It is necessary to confirm with the hotel which are the experiences and additional services available to apply the discount. Barceló Experiences (https://www.barcelo.com/guia-turismo/en/) are excluded. Discounted experiences do not accrue with resort credit.
⁶This benefit is a standard for all customers in holiday hotels in Latin America/the Caribbean.
my Barceló Unique Benefits
PERKS PACKAGE FOR DIRECT BOOKING IN BARCELO.COM AND BARCELÓ CALL CENTRE (Applies to all Hotels)
- Exclusive my Barceló rate.
- Additional discount of 10% on booking (discount acquired when adding stays –applies from the fourth completed stay and from the fifth booking)
- Early access to exclusive campaigns and offers.
- Best price guarantee and priority access to last rooms
- Special requests at no extra charge, subject to availability¹.
- Online check-in².
- Booking flexibility
EXCLUSIVE TREATMENT PACKAGE DURING THE STAY (Applies to Hotels in Europe, the Middle East, North Africa and Asia)
- Priority check-in and check-out³.
- 20% discount on hotel experiences and additional services, even if you are not a guest⁴.
- Room upgrade (preferential room provided at the time of check-in).
- Complimentary water in the room, restocked daily⁵.
- Welcome minibar (spirits and liquors not included).⁶
- Premium welcome gift.
- Early check-in (from 10:00)
- Late check-out (until 16:00)
¹This benefit does not apply to hotels in Latin America/the Caribbean. Check with the hotel during the stay for a list of available special requests and discounted my Barceló Benefits experiences.
²This benefit does not apply to hotels in Latin America/the Caribbean.
³This benefit also applies to hotels in Latin America/the Caribbean.
⁴This benefit applies to both guests staying and not staying at hotels in the EMEA region. For non-staying guests, the discount will be valid only on food and beverage services and after confirming with the hotel. It is necessary to confirm with the hotel which are the experiences and additional services available to apply the discount. Barceló Experiences (https://www.barcelo.com/guia-turismo/en/) are excluded. Discounted experiences do not accrue with resort credit.
⁵This benefit is a standard for all customers in hotels in Latin America/the Caribbean.
⁶This benefit is a standard for all customers in hotels in Latin America/the Caribbean.
Application of benefits:
To enjoy the benefits of direct booking (such as the additional discount on booking for your next stays) or the benefits of exclusive treatment during the stay, it is essential:
- Booking in Barcelo.com: Log in to the my Barceló Benefits area in step 1 (room selection) of the booking process.
- Booking via Barceló Call Centre: Identify yourself as a my Barceló Benefits customer when booking.
If you book through Barceló's own channels, the benefits corresponding to the Account Holder's my Barceló Benefits level will be automatically applied in step 2 of the booking process, provided that they have previously logged in to the my Barceló Benefits area or have identified themselves when booking via the Barceló Call Centre.
Additional conditions:
- Only one my Barceló Benefits benefits package will be applied per stay, regardless of the number of rooms in the booking.
- The benefits only apply to the room where the my Barceló Benefits Account Holder is staying.
Specifications for some benefits included in my Barceló Benefits (restrictions):
- Best price guaranteed: To apply the guarantee, the difference should be with an identical hotel booking, i.e. same hotel, same room type, same board basis, same dates, same number of guests, same currency, same price restrictions, for the entire stay, as well as the same rates, taxes, handling costs and other costs derived from the service that the other website includes in the booking. The difference should be reported within 24 hours after booking at www.barcelo.com, in the Help area on barcelo.com.
- Special requests: Benefit always subject to availability when booking at www.barcelo.com. The request must be made at least 48 hours beforehand. The following are not considered to be special requests: Currency exchange, requests for medication or medical assistance, transfers, food products that are not available, upgrades and other services with a cost offered by the hotel and which do not feature on our itemised list of special requests available to the client at the hotel.
- Anticipated online check-in: Does not replace the guest identification process (handing over ID document and collection of room key), which the hotel must carry out.
- Preferential check-in and check-out: my Barceló Benefits priority access reception desk, depending on the respective hotel’s availability. The Account Holder must still provide ID for identification purposes.
- Welcome minibar: Limited to hotels with minibars in the rooms. Does not include spirits or replacements.
- Late check-out: Subject to availability, does not include free extension on your accommodation type.
- Late check-out: subject to availability, does not include free extension on your accomodation type.
- Booking flexibility: Modify the dates of your non-refundable rate booking through our Customer Service (Barceló Call Centre). This benefit is exclusive to my Barceló Benefits loyalty programme clients at the my Barceló Special and my Barceló Unique levels. Amendments are possible at least 7 days prior to check-in and the new check-in date must be at least 10 days after the change is made. Once the booking has been changed, it remains non-refundable. In addition, the price, promotions, restrictions and availability will be updated at the time of the customer's request. If the new total is lower, the price of the original booking will be maintained. However, the hotel may authorise the refund or allow the difference to be used to cover hotel services.
- Barceló Credit Voucher: For Account Holders belonging to the my Barceló Benefits loyalty programme at my Barceló Special or my Barceló Unique levels, if for any reason they are unable to travel and do not have a new date, Barceló offers a Credit Voucher that can be used in the same hotel or any other hotel belonging to the Barceló group in Europe, the Middle East and North Africa. Please click on the following link to request a credit voucher: https://www.barcelo.com/en-gb/help/ - I want to modify or cancel my booking with a minimum of 7 days before the check-in date, or up to 24 hours before the check-in date if there is proof of force majeure.
- The benefits of my Barceló Benefits Programme are not available in flight plus hotel package bookings, bookings made on other websites, those made directly with the hotel, travel agencies or other means other than Barcelo.com and Barceló Call Centre, or in the hotels specified in section 7 of these terms and conditions.
- Discounts on extras at Asia Gardens Hotel and Thai Spa only apply to some services.
my Barceló Benefits, Barceló Hotel Group’s international loyalty programme, can be applied at all Barceló Hotel Group hotels in Europe, Latin America/Caribbean and Africa, with the exception of Novo Resort The Residence Luxury Apartments by Barceló (Cadiz, Spain), Cuba (Caribbean) and hotels affiliated to the Dorint chain. The benefits offered by my Barceló Benefits do not apply to bookings made at these hotels, and these bookings will not be added to the my Barceló Benefits' Account Holder in terms of the Programme level calculations.
Although the benefits offered by my Barceló Benefits are global, there may be slight variations and/or personalisations, as well as exceptions, depending on the specific situation of each hotel.
In the event that any fraudulent use or abuse of the Programme by a User is detected, including, but not limited to, tampering with personal information, making fictitious or fraudulent bookings, attempting to obtain undue benefits through the Programme or it is suspected that a third party is creating accounts on behalf of other people, the Company reserves the absolute right to remove the user immediately and without prior notice. In addition, the hotel reserves the right to cancel all accumulated rewards and benefits associated with their participation in the programme. The hotel company also reserves the right to take legal action against those users who engage in fraudulent or abusive practices.
Without prejudice to the aforementioned assumptions that are included in these Terms and Conditions, Barceló reserves the right to remove the Beneficiary from the my Barceló Benefits programme and therefore cancel the account and all its benefits in the following cases:
1. Making bookings under the account of a my Barceló Benefits Account Holder to other people, whether these are Account Holders or non-Account Holders, so that they benefit from the conditions of the Programme, when the Account Holder is not staying in these bookings.
2. That a legal entity is the Account Holder and that bookings have been made through it to third parties. Furthermore, if an individual who is not an Account Member shows up at the hotel, Barceló Hotel Group reserves the right to apply the rate without the discount applied for being a member of the programme. In order to obtain the best conditions and advantages as a company or organisation, you can use our portal for professionals www.barcelopro.com
3. Breach of the Terms and Conditions of Barcelo.com (https://www.Barcelo.com/en-gb/general-information/terms-conditions/?redirect=auto)
4. Failure to comply with the conditions during the stay at the hotel.
5. Engaging in inappropriate, disrespectful or offensive behaviour towards Barceló Hotel Group, any of its hotels, employees or clients.
For each of the instances mentioned above, given that the Programme is free of charge for the Account Holder, the Account Holder expressly waives any claim for damages against Barceló Hotel Group arising from the cancellation of its status as Account Holder and/or the Programme.
As a member of the my Barceló Benefits Programme, the Account Holder will receive regular communications from Barceló Hotel Group, which will include exclusive offers and personalised promotions based on their interests, as well as important updates and news about the programme.
The Account Holder is able to manage their communication preferences through the 'PREFERENCES' section in the private area of my Barceló Benefits, after logging in. Manage your interests and choose the language in which you wish to be contacted here.
1. Barceló Hotel Group reserves the right to modify, fully or partially, these Terms and Conditions.
2. The Account Holder can change their personal data from the private area of my Barceló Benefits in Barcelo.com.
3. The Account Holder may unsubscribe from the Programme from the private area of my Barceló Benefits in Barcelo.com or by writing to Barceló Hotel Group (C/ Josep Rover Motta, nº 27, CP 07006, Palma de Mallorca, Balearic Islands, Spain) and including appropriate identification.
4. You can also unsubscribe from communications using the link provided for this purpose on newsletters sent from Barcelo Hotel Group. Once unsubscribed, you will not be able to receive the communications again unless you create a new account in the Programme.
I.- Who is responsible for processing your data?
The controller that processes your data is Barceló Gestión Hotelera, S.L. (hereinafter, “BGH”) with registered office at c/ Josep Rover Motta, 27, Palma de Mallorca, 07006. If you have any queries regarding data protection, please contact the BHG Data Protection Officer by sending an email to dpo@barcelo.com.
II.- Why do we process your data?
BGH hereby informs the interested party that their personal data will be processed by Barceló for the following purposes:
- Registration of the user with my Barceló Benefits. BGH shall process the identification data required to enable the users’ registration for their my Barceló Benefits platform, designed for users to enjoy specific discounts when booking BGH products, request information concerning the hotels or enjoy services available solely to my Barceló Benefits users.
Where applicable, my Barceló Benefits users may:
- Receive special gifts as a reward for using the benefits and the special promotions offered by my Barceló Benefits.
Legitimacy: Data shall only be processed if BGH has received users’ consent via one of the following channels:
- Through voluntary registration in the Programme by users athttps://www.barcelo.com/es/my-barcelo/registro?p=myBarceloLogin or the my Barceló Registration Form.
- Ticking the consent box when users register with the my Barceló Benefits while booking a BGH product.
Notwithstanding the foregoing, BGH may send or offer special gifts to my Barceló Benefits users based on a legitimate interest, considering the relationship between Barceló and the user, and the user's use of the special conditions offered by my Barceló Benefits. The user has the right at any time to object to this processing of their personal data by following the instructions set in section V.
- Sending commercial communications. Barceló, based on its legitimate interest, may send personalised or commercial communications regarding its products based on the information generated by the user with BGH, whether they were using the platform or not.
Such communications may be sent to the email address provided by the interested party or by SMS to the mobile phone number provided.
Legitimacy: This data processing is required to satisfy the legitimate interests of BGH. The Account Holder can oppose the processing of his/her data for such purposes by following the instructions set out in section V.
III.- How long will we keep your data?
Any personal data that can be accessed shall be processed and stored while the contractual relationship is ongoing or for the purpose for which they were collected. After this, BGH shall store personal data, in a duly secure manner, after the termination of the contractual relationship or when they are no longer required for the purpose for which they were collected, to make such data available to any competent Public Administration services, Judges and Courts, or the Prosecution Service during the statutory time limit for actions that may have arisen from the relationship held with the user and/or legally established retention periods. Once said time frames have elapsed, BGH will proceed with the physical deletion of your data.
In addition, if the user has not expressed opposition to receiving commercial communications, BGH may process their personal data in compliance with that established in this informative clause. Customers can unsubscribe from receiving such communications if they so wish to by following the means indicated in section V.
If users have given their consent for the processing purposes indicated in this clause, BGH shall retain their information provided the consent initially given by the user has not been withdrawn via the methods established in section V.
IV.- Who will we share your data with?
BGH may communicate data to:
- Hotel holding companies, to accommodate user requests.
- Competent Public Bodies, Judges and Courts.
- Besides the aforementioned data sharing, BGH works with third parties who provide services and have access to the customers' personal data, which they process in representation and on behalf of BGH as a result of providing said services. Specifically, BGH hires third parties to provide services in the following sectors, including but not limited to: legal advice, multidisciplinary professional services, tech services and IT services. Providers include Salesforce Inc., an American company certified under the Privacy Shield.
V.- What rights do you have when providing us with your data?
Users may, if they so wish, exercise their right to access, amend and delete their data, as well as request that the processing of their data be limited, oppose said processing, request the portability of their data, and request not to be subject to individual decisions based on automated processing, using the following:
- By writing to the postal address provided above.
- By sending an email to dpo@barcelo.com.
Users may withdraw their consent for the data processing carried out based on their consent by following the steps described in the previous paragraph.
Users may oppose the processing of their data based on the legitimate interests of BGH, particularly concerning receiving commercial communications, the creation of commercial profiles and receiving surveys.
VI.- How have we obtained your data?
The personal data processed by BGH is collected through the forms provided for registration in the my Barceló Benefits Programme.
VII.- With which authority can you exercise your right to claim?
Users may file a claim with the Spanish Data Protection Agency regarding any response received from BGH in addressing their rights.
In any event, users are hereby informed that any claims relating to the processing of personal data shall be managed and processed by the Data Protection Officer of the Barceló Gestión Hotelera, S.L., located at c/ Josep Rover Motta, 27, 07006, in Palma de Mallorca, or by sending an email to: dpo@barcelo.com, attaching a copy of your National Identification Document, Tax Identification Number or an official identification document.
11. Applicable Law and Jurisdiction
These General Conditions are governed by Spanish law. The parties submit to the courts and tribunals of Palma de Mallorca for the resolution of the conflicts and waiver of any other jurisdiction.
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