Booking terms & cancellation
Last updated: 26 October 2026
These terms apply when you book a tour with guestreservas. Most of our tours are package travel under Spanish law (Royal Legislative Decree 1/2007, Book IV, which applies EU Directive 2015/2302). This gives you important rights, summarised below. Before you book, we also send you the official EU standard information form for package travel.
1. Who you book with
- Trading name
- guestreservas
- Company
- [Registered company name — add in config.php]
- NIF / CIF
- [Tax ID (NIF/CIF) — add in config.php]
- Registered office
- Calle de Alcalá, 42, 28014 Madrid, Madrid, España
- Commercial registry
- [Registro Mercantil details — add in config.php]
- Travel agency licence
- [Comunidad de Madrid travel agency licence number — add in config.php]
- contacto@guestreservas.org
- Phone
- +34 960 102 554
Insolvency protection: [Insolvency guarantee provider and policy number — add in config.php]. If we become insolvent, this guarantee refunds your payments and, if transport is included, arranges your return.
2. How booking works
- You send a booking request on our website, by email or by phone. This is not yet a booking, and you pay nothing at this stage.
- We check availability and email you a written offer within one working day: the full itinerary, what's included, the final price and the payment schedule.
- Your booking is confirmed when you accept the offer and we receive your deposit. We then email you a booking confirmation, which is your contract.
3. Prices and payment
- Prices on the website are "from" prices per person in euros (€), based on two people sharing a room. Your written offer shows the final price, including VAT and any taxes.
- Children under 12 sharing with two adults are estimated at 70% of the adult price. The written offer confirms the exact price.
- Unless your offer says otherwise, we ask for a deposit of 25% to confirm, and the balance 45 days before departure. For bookings made less than 45 days before departure, the full price is due when you book.
- We only change the price after booking for the reasons the law allows (fuel or energy costs, taxes and fees, or exchange rates), and never in the last 20 days before departure. If the increase is more than 8%, you can cancel and get a full refund.
4. What's included
Your written offer and booking confirmation list exactly what's included. Usually that's hotel stays, a licensed local guide, and the train or coach travel between cities shown in the itinerary. Flights to and from Spain, travel insurance, meals not listed, tips and personal expenses are not included unless we say so.
5. Travel documents
You're responsible for having a valid passport, any visa you need for Spain or the Schengen area, and any health documents required. We recommend that you buy travel insurance covering cancellation and medical costs.
6. Cancellation policy
If you cancel
You can cancel your booking at any time before departure. Tell us by email, giving your booking reference. The cancellation charge depends on how many days before departure we receive your notice:
| Days before departure | Cancellation charge (% of total price) |
|---|---|
| More than 60 days | Deposit only (25%) |
| 60 to 31 days | 40% |
| 30 to 15 days | 60% |
| 14 to 3 days | 80% |
| Less than 3 days, or no-show | 100% |
You can ask us to justify a cancellation charge. If we're able to resell your place or our actual costs are lower, we charge you the lower amount.
No charge for extraordinary circumstances: you can cancel for a full refund if unavoidable and extraordinary circumstances at the destination (for example, a natural disaster, serious civil unrest or an official travel warning) significantly affect the trip.
Changing your booking
Ask us and we'll do our best to change dates or details. We may charge the extra costs of the change. You can also transfer your booking to another person who meets the trip's conditions, if you tell us at least 7 days before departure. You and the new traveller together pay any costs of the transfer.
If we cancel or change the tour
- Some tours need a minimum number of travellers, which is stated in your offer. If that minimum isn't reached, we can cancel and give you a full refund, as long as we tell you at least 20 days before departure (trips of more than 6 days), 7 days (trips of 2 to 6 days), or 48 hours (trips of under 2 days).
- We can also cancel for a full refund if unavoidable and extraordinary circumstances prevent the trip. We'll tell you as soon as possible.
- If we have to make a significant change before departure, you can accept it, take a replacement trip, or cancel with a full refund.
- Refunds are paid within 14 days.
7. During your trip
Tell your guide or call us straight away on +34 960 102 554 if something isn't as booked, so we can put it right. We are responsible for providing all the services in your package, and we'll help you if you get into difficulty during the trip.
8. Complaints
Please send complaints through our contact page with the topic "Complaint", or by email. We reply within one working day and aim to resolve them within 30 days. Official complaint forms (hojas de reclamaciones) are available at our office. You can also contact the consumer affairs services of the Comunidad de Madrid.
9. Law
These terms are governed by Spanish law. Nothing in them reduces your rights as a consumer under Spanish and EU law.