1. INTRODUCTION

The Star Traveler loyalty club (hereinafter, the Programme or Club) is a loyalty programme owned by Eurostars Hotel Company, S.L. (hereinafter EUROSTARS), with registered address at Calle Mallorca nº351, 08013 Barcelona, and Tax ID B64930910. Its purpose is to reward the loyalty of guests staying at EUROSTARS hotels.

The Programme is governed by these general terms and conditions (hereinafter the Terms and Conditions), which detail the functioning of the Programme, as well as the process for earning and redeeming benefits by its members (hereinafter, the Member).

2. PARTICIPATION IN THE PROGRAMME

2.1. Programme Members

The Programme is available to natural persons aged 18 or over. Legal persons and individuals acting on their behalf are expressly excluded. Member refers to persons with an account in the Club associated with their name and email address.

To enjoy all benefits and earn points and stays, it is necessary to complete registration by activating the account and accessing the personal area of the website.

2.2. Registration Process

Registration in the Star Traveler Club is free. Individuals aged 18 or over may register through: (i) the online platform; (ii) acceptance of the invitation email sent by Star Traveler; (iii) during the booking process on the EUROSTARS website; or (iv) in person at any EUROSTARS establishment.

By submitting the registration request, the Member accepts without reservation the applicable Terms and Conditions in force at that time.

The Member is solely responsible for the accuracy and subsequent update of their personal data, using the channels provided for this purpose.

2.3. Star Traveler Account

The Star Traveler account (the Account) is personal, individual and non-transferable. It identifies the Member with their personal data and credentials and enables participation in the Programme.

The transfer, sale, purchase, exchange or assignment, in whole or in part, of an Account and/or points accumulated in it is prohibited, except in cases expressly authorised in these conditions.

2.4. Earning Points and Accumulating Stays

Members earn points (the Points) in their Account under the following circumstances:

For each completed stay by the Member in any EUROSTARS hotel booked through official channels (defined as the website www.eurostarshotels.com, the EUROSTARS telephone reservations department and participating EUROSTARS hotels). Stays booked via third-party platforms, negotiated rates, or corporate accounts are excluded from earning points and member benefits. Points generated during such stays may be accumulated for future direct bookings. Points and stays are accumulated by the Guest of the reservation. A loyalty member who books but does not stay does not earn points or stays.
For extra charges made during the stay at a EUROSTARS hotel, provided they are charged to the room.

Points and stays will be credited to the Member's Account at check-out. Members earn points for a maximum of 2 rooms, provided they pay for both.

Members do not earn Points in the following cases:

For stays fully paid with redeemed points.
For stays partially paid with points, Points will be earned only on the portion paid in money.
For stays enjoyed or booked before joining the Programme. Promotional point campaigns will follow their specific terms and conditions.
Tourist taxes, tips, and services external to the hotel are excluded from point accumulation.

2.5. Categories and Stays

Members are assigned a category, which determines the benefits granted by the Programme.

There are three categories, based on the stays accumulated in participating hotels within a year:

Star Traveler Blue: 1–5 stays per year
Star Traveler Silver: 6–20 stays per year
Star Traveler Gold: more than 20 stays per year

EUROSTARS may, at its discretion, assign any of the above categories or additional benefits to certain Members without requiring compliance with these conditions.

All completed stays count as reservations: booked, paid, enjoyed and completed. Cancelled bookings do not accumulate stays or points. Back-to-back reservations count as a single stay. If a Member books two stays, one for themselves and another for another guest, only their own stay counts.

Guests booking through Official Channels may join the Programme at check-in but will not receive the discount; however, points and the stay will be credited.

Stays do not count in the following cases:

Unpaid or cancelled reservations
Stays not booked through Official Channels
Stays booked under a corporate account
Stays booked with a negotiated rate
Stays booked at a special group rate
Stays enjoyed or booked before joining the Programme

Category upgrades are automatic once the Member reaches the required number of stays; an email confirming the change will be sent.

2.6. Claims for Stays and Points

Members may claim missing stays or Points by emailing startraveler@eurostarshotelcompany.com with the booking reference number.

3. PROGRAMME BENEFITS

Members may enjoy Programme benefits in EUROSTARS establishments.

The Club categories grant the following benefits:

Star Traveler Blue: 10% discount per stay, bottle of water, one point per euro spent on booking and during the stay, 5% discount on wellness and dining, birthday gift.
Star Traveler Silver: 10% discount per stay, bottle of water, one point per euro spent, 10% discount on wellness and dining, birthday gift, complimentary buffet breakfast, guaranteed early check-in & late check-out*.
Star Traveler Gold: 10% discount per stay, one point per euro spent, 15% discount on wellness and dining, birthday gift, complimentary buffet breakfast, guaranteed early check-in & late check-out*, guaranteed room upgrade*, slippers and bathrobe.

Gold and Silver Members may enjoy guaranteed early check-in from 12:00 pm and late check-out until 2:00 pm. For further extension, guests must ask reception for availability. *Services may be unavailable during high occupancy periods or last-minute bookings.

Wellness and dining discounts apply to services contracted at the hotel and charged to the room. External services are excluded.

Compatibility of promotional codes and discounts

Special discounts or promotional codes may not be combined with the Star Traveler rate discount. Discounts for events, weddings and group bookings are not combined with the 10% Star Traveler discount.

The system automatically selects the best available option if the Member logs in during the booking process.

If a discount, special rate or promotional code is higher than the Star Traveler rate, the higher benefit will apply. When applicable, this discount may combine with the complimentary breakfast benefit for Silver and Gold Members:

Apartamentos El Cid, Apartamentos la Toja, Apartamentos Metrópolis, Apartamentos Prat de les Molleres, Apartamentos Suite The Way, Áurea Palacio de Sober, Crisol La Selva, Crisol Quindós, Domus Plaza Zocodover, Eurostars Araguaney, Eurostars Diana Palace, Eurostars Gran Hotel La Toja, Eurostars Hacienda Vista Real, Eurostars La Pleta, Eurostars Las Salinas, Eurostars Marqués de Villalta, Eurostars Monumento Monasterio de San Clodio Hotel, Eurostars Oasis Marbella, Eurostars Oporto, Eurostars Palacio Buenavista, Eurostars Park Hotel Maximilian, Eurostars Queen of Montenegro, Eurostars Royal Tanau, Eurostars Magnificent Mile, Eurostars Isla de la Toja, Eurostars Louxo Talaso, Eurostars Winter Haven, Eurostars Blue Coruña, Eurostars Book Hotel, Eurostars Fuerte de la Concepción, Eurostars Grand Central, Eurostars St Gregory Dupont Circle Georgetown, Eurostars uHotel, Exe Alameda Reforma, Exe Bacatá 95, Exe Ciudad de Córdoba, Exe Cunit Suites & Spa, Exe Estepona Thalasso & Spa - Adults only, Exe Hotel Cataratas, Exe Las Margas Golf, Exe Layos Golf, Exe Lev, Exe Princep, Exe Sevilla Palmera, Exe Suites 33, Exe Victoria Palace, Ikonik Ramblas, Tandem Ancha 34, Tandem El Patio, Tandem Palacio Alfama Suites, Tandem Palacio Veedor de Galeras Suites, Tandem Pópulo, Tandem Portal de Elche, Tandem Pórtico Alicante Suites, Tandem Puerto Chico, Tandem Soho Suites, Tandem Solera, Tandem Torre de la Calahorra, Tandem Torres de Cádiz Suites, Grand Hotel Union Eurostars, Pazo Moreda, Pousada A Lanzada, Pousada Armenteira, Pousada de Meaño, Pousada de Ribadumia.

Benefits under this Programme cannot be combined with other loyalty programmes unless EUROSTARS determines otherwise.

The following establishments do not participate in the loyalty programme:

Apartamentos Metrópolis, Apartamentos Prat de les Molleres, Eurostars Araguaney, Eurostars Diana Palace, Eurostars Oporto, Eurostars Palacio Buenavista, Exe Alameda Reforma, Exe Ciudad de Córdoba, Exe Layos Golf, Exe Princep, Exe Prisma, Exe São Lázaro, Exe Wellington, Hotel Río Badajoz, Ikonik Hotel Puebla, Ikonik Miraflores.

4. REDEMPTION AND USE OF POINTS

Each euro spent is equivalent to one point. The Holder may redeem their points on bookings for stays at EUROSTARS HOTEL COMPANY hotels, either when making the booking online or upon arrival at the property. EUROSTARS may set a maximum number of points redeemable per booking. When redeemed, points represent 5% of their value in euros; for example, 500 points are equivalent to €25. You may redeem your points as long as the booking is made directly.

Minimum balance and activation

To use points as a payment method, the Holder must have a minimum balance of 500 points. If the balance is lower, the “Pay with points” option will not appear during the booking process. When the points balance is sufficient, a button will automatically appear allowing payment with points. The Holder may activate or deactivate this option independently by clicking the corresponding button during the payment process.

Application of points

Points may be applied in full or in part to the booking amount. The system will automatically calculate the number of points needed to cover the booking and will always use all available points until the total amount of the booking is reached. The Holder cannot manually select the number of points to be used. If the booking amount is lower than the points balance, only the necessary points will be deducted, and the remaining balance will be shown in the customer area once the booking is completed. If the points do not cover the full amount, an additional payment method will be required to pay the difference. The alternative payment method will appear during the booking process.

Cancellations and refunds

If the booking is cancelled within the permitted timeframe, the points used will be refunded in accordance with the booking’s cancellation policy. If the cancellation is made outside the permitted period or in case of a no-show, the points will not be refunded. For flexible rate bookings where the number of points is insufficient to cover the total cancellation penalty for late cancellation, the corresponding penalty amount will be charged to the alternative payment method used for the booking.

For flexible rate bookings with advance payment, the cancellation penalty will first be applied to the amount paid in points, refunding, if applicable, the amount charged to the alternative payment method.

Taxes

Payment with points applies to the total booking amount, including taxes. In destinations where a local tax (City Tax) is applicable, it must be paid with points directly at the hotel upon arrival.

Restrictions

It is not possible to carry out more than one booking process paid with points simultaneously. In the event of an error during the points payment process, a system failure or a booking cancellation within the permitted timeframe according to the cancellation policy, the updated points balance will be shown in the customer area within 15 minutes.

Points are non-transferable.

Points may only be redeemed on stays booked through direct channels: official website, call centre or directly at the hotel. Corporate bookings and the Eurostars Business PRO programme are excluded.

4.2. Expiry of Points and Stays

Points are valid for 2 years from the date of the last check-out. EUROSTARS will notify Members as the expiry date approaches. Each check-out renews the points’ validity for another 2 years.

Regarding category-related stays: once a Member reaches a level, they have one year to enjoy and maintain it. Category levels are updated automatically every year based on stays during the previous year. To remain Silver, at least 5 stays per year are required; to remain Gold, 20 stays. Otherwise, Members will be downgraded.

5. CANCELLATION OF PROGRAMME PARTICIPATION

Participation has no time limit, but the Account or participation may be cancelled for the following reasons:

A) At the Member’s request

Members may request cancellation by emailing startraveler@eurostarshotelcompany.com. Once the Account is deactivated, all Points and benefits are lost. Rejoining requires new registration; previous stays and points are not restored.

B) At EUROSTARS’ request

EUROSTARS may temporarily suspend or permanently cancel participation in the following cases:

Breach of the Programme Terms and Conditions
Inappropriate, abusive or fraudulent behaviour
Irregular payment or inappropriate conduct at the hotel
Non-personal use of the Account
Failure to activate the Account within the notified time
Force majeure or legal requirements
Business strategy considerations

Members lose all Programme advantages in these cases and waive any claim for damages.

6. MODIFICATION OR CANCELLATION OF THE PROGRAMME

EUROSTARS may modify or cancel the Programme at any time without notifying Members. New conditions will be made available in the same form as these.

7. OFFICIAL COMMUNICATION AND DISCLAIMER FOR NON-OFFICIAL INFORMATION

Only information communicated through official EUROSTARS channels (corporate website, authorised mobile apps, direct communications and verified social profiles) is deemed official and binding. EUROSTARS is not liable for unofficial information. Members are advised to verify information through official channels.

8. PERSONAL DATA PROTECTION

Personal data will be processed in accordance with Regulation (EU) 2016/679 (GDPR).

Data controller: EUROSTARS
Purpose: participation in the loyalty programme, commercial communications, profiling, programme monitoring, member web area access
Legal basis: execution of the STAR TRAVELER programme; legitimate interest in fraud prevention and platform security
Recipients: EUROSTARS/GRUPO HOTUSA companies
Retention: while the Member remains in the programme
Rights: access, rectification, erasure, portability, objection, restriction, and withdrawal of consent. Complaints may be lodged with data protection authorities.

DPO contact: dpo@grupohotusa.com

9. SEVERABILITY

If any provision is deemed illegal, invalid or unenforceable, it will be considered void without affecting the remaining provisions.

10. APPLICABLE LAW

Spanish law applies. Parties submit to the jurisdiction of the courts of Barcelona, unless mandatory consumer law requires otherwise.

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