Tourist rights and obligations

LAW 15/2018, June 7, on tourism, leisure and hospitality of the Comunitat Valenciana contemplates the promotion of hospitality as a basic element in the relationship between residents and tourists.

This Law defines Hospitality as the “attention and treatment provided to the people using tourist services from the respect for their language, habits, traditions, beliefs and freedom of conscience, in order to provide the greatest possible satisfaction of their expectations in accordance with the values that identify us as an open, tolerant and Mediterranean society.”

Articles 16 and 17 of the aforementioned Law develop the rights and duties of the users of tourist services in order to preserve this central pillar of the relationship between the tourists who visit us and our destination:

Article 16. Rights

The users of tourist services, without damage of the arranged thing in the general legislation of defense and protection of the consumers, will have right to:

To receive from the tourist companies objective, truthful and understandable information, complete and prior to their contracting on the services offered to them, as well as on the final price, including taxes. And to be protected against misleading information or advertising in accordance with current regulations.
To obtain the documents that accredit the terms of their contracting.
To receive the tourist services in the conditions offered or agreed and, in any case, that the nature and quality of its provision is in direct proportion to the category of the company or tourist establishment.
To enjoy accessible spaces, infrastructures and tourist services.
To have free access to tourist establishments and services under the terms established by law.
That the tourist establishments comply with the regulations on the safety of their facilities and fire protection as well as the specific regulations on tourism.
To be informed, in a clear manner, about the facilities or services that may pose a risk and the safety measures adopted in this regard.
Receive an invoice or proof of payment for the tourist service provided with the data required by current legislation.
Formulate complaints and claims and obtain accessible and truthful information on the procedure for the presentation of the same and their treatment, being able to resort to a system of extrajudicial solution of conflicts through mediation and arbitration. Likewise, they have the right to have the competent public administration ensure maximum efficiency in the attention and processing of their complaints or claims.
To resort to arbitration formulas for the extrajudicial resolution of their conflicts with economic consequences.
To demand that, in a place of easy visibility, the distinctive signs accrediting the classification of the establishment, the capacity, the prices of the services offered and any other variable of activity, as well as the corresponding symbols of quality, be publicly exhibited.

Article 17. Obligations

The users of tourist services, without prejudice to what the sectorial regulations that are of application have, will have the following obligations:

To respect the traditions and social and cultural practices of the tourist destinations, as well as their wealth and value.
Respect the environment, historical and cultural heritage and tourist resources.
To pay for the contracted services, either at the time of the presentation of the invoice or at the agreed time, place and manner, without the fact of filing a claim or complaint implying, in any case, exemption from payment.
In the case of the tourist accommodation service, to respect the agreed date and time of departure from the establishment, leaving the occupied accommodation unit free.
Observe the rules of respect, education, social coexistence, clothing and hygiene for the proper use of tourist establishments and services.
Respect the facilities and equipment of tourist establishments and companies.
Respect the internal rules of tourist establishments, schedules and rules of conduct in places of visit and tourist activities.

More…

Travelers and tourists should be conceived as a means of personal and collective development. If carried out with an open mind, they are an irreplaceable factor of self-education, mutual tolerance and learning about the legitimate differences between peoples and cultures and their diversity.

We all have a role to play in generating responsible travel and tourism. Governments, businesses and communities should certainly make every effort to do so, but you as a visitor can also significantly support this goal in many ways:

• Be open to cultures and traditions different from your own: your experience will be transformed, you will gain the respect of local people, and they will welcome you more readily.
• Be tolerant and respect diversity; observe local traditions and social and cultural practices.
• Respect human rights. Any form of exploitation violates the fundamental objectives of tourism.
• The sexual exploitation of children is a punishable offense, both in the place where it takes place and in the country of residence of the perpetrator.
• Help preserve the natural environment. Protect wild flora and fauna and their habitat, and do not buy products made from endangered plants or animals.
• Respect the cultural resources. Tourism activities should be practiced with respect for artistic, archaeological and cultural heritage.
• Your trip can contribute to economic and social development. Buy local crafts and products to support the local economy, and adhere to the principles of fair trade. When bargaining, keep the concept of fair wages in mind.
• Before you leave, find out about the current health situation at your destination and access to consular and emergency services, and make sure that your health and personal safety will not be at risk. Make sure that your specific needs (food, accessibility or medical care) are covered there before deciding to travel to a particular destination.
• Gather as much information as possible about your destination, and take the time to understand its customs, norms and traditions. Avoid behavior that may offend the local population.
• Be aware of the laws in force so that you do not commit any act that is considered criminal in the country you are visiting. Do not deal in drugs, weapons, antiques, protected species, or products or substances that are dangerous or prohibited by national regulations.