1 MELIÁ PRO Rewards (henceforth the Programme, and formally known as the mas amigos) programme, is a Loyalty Programme, operated by Meliá Hotels International, S.A. (formally Sol Meliá, S.A. and, henceforth, MHI ), with registered offices at Calle Gremio Toneleros nº 24, Polígono Son Castelló, 07009, Palma de Mallorca and CIF (company tax ID) nº A , which is managed by Prodigios Interactivos S.A. Programme Members will henceforth be identified as ( Member or You ). Programme membership is subject to the following Terms and Conditions, which replace and invalidate the previous terms and conditions of the mas amigos programme. You, by joining and registering on the Programme via the website or, if You are already an Account Holder, either by booking or by staying at a hotel establishment belonging to our company, expressly accept without any reservation the present Terms and Conditions that govern the operation of the programme, by making use of your card stating your Account holder s number. TERMS AND CONDITIONS a. Members Only natural persons aged over 18 years (henceforth the Member), who work for Travel Agencies that are legally established in accordance with the legislation in their country of residence may be members. To sign up for the programme the travel agency must be registered in the MELIÁ PRO programme, which can be done by visiting: The agent who will become the Member must also be registered within the corresponding agency s profile. It is the agency or the manager of the agency s responsibility to inform MHI of any change to, or modification/cancellation of their account via meliapro.com or via Agency Services at MELIÁ PRO Rewards. The sale, exchange or assignment of any Membership card or benefit granted by the programme by any means is prohibited. Each MELIÁ PRO Rewards Member can only have a single account, any additional card to the first card obtained as a result of the discount corresponding to duplicated stays or promotional vouchers that are not valid is void. The same individual cannot be a MELIÁ PRO Rewards card, MeliáRewards, and mas estrellas card holder at the same time and may only collect points in one of the programmes. Members may unsubscribe as an Account Holder of the MELIÁ PRO Rewards Programme, at any time. To do so, please inform us in writing via the programme website or, directly, by contacting Agency Services by phone. This voluntary cancellation implies the loss of all your points, advantages or benefits that have been accumulated but not taken advantage of, as soon as your card is cancelled. b. Cancellation of accounts and cards Accounts that remain inactive for a period of over one year will be cancelled automatically, with the consequent loss of all points accumulated. An account is understood to be inactive when the Member has not collected points by means of bookings for stays made at establishments participating in the Programme, and/or has not earned or redeemed points using any of the Programme options available during a period of more than one year. Likewise, MHI also reserves the right to cancel, at its sole discretion, any Member s card in the event of, in their view, inappropriate use to earn and/or redeem points. New Membership applications made by the Account Holder will not be accepted when their account has been deactivated or cancelled due to inappropriate or improper use of the card or of the points earned. When the card has been cancelled due to inactivity, the Member can ask for their account to be reactivated, but they will not be able to use the points cancelled due to inactivity, unless they claim them within six months, quoting and presenting the invoice for a stay that was not registered at the time it took place.
2 c. Programme objective The programme aims to reward and/or to show our appreciation to travel agents. To this end, Members will receive a card which they can use to collect MELIÁ PRO Rewards points in the following way:: i. every booking made at any hotel that participates in the programme within the Meliá Hotels International chain, and operated under any of the Group s brands, as long as said booking is made in the course of business activities performed for the travel agency they work for. The hotels excluded from the Programme can be found at any time at the website ii. ii. for hiring products or services from companies affiliated with the Programme and which can also be consulted at any time on the same website. d. Welcome points for the Programme New members will receive 500 welcome points on joining the Programme. New Members will be considered for these points if they join the programme once these terms and conditions are in and as long as their subscription was applied for using one of the following direct channels: the website and/or the Meliá Hotels International Group Contact Center d. Conditions for obtaining points i. Obtaining points by contracting Meliá stays and services: Points will be added to the Member s card for all stays covered by the programme and booked for their customers. No points will be earned for bookings made before joining the MELIÁ PRO Rewards programme. Points obtained will be added to the Programme card (where the tariff booked is eligible for points) in accordance with the points scales, level and the relevant special conditions, which can be consulted on the meliapro.com website. Members will automatically accumulate points on their cards for an amount corresponding to the total value of the booking made via centralised channels, net of regulatory taxes and charges of any kind that result from conformity with applicable regulations, including extra costs and services as specified in the booking, with the exception of those mentioned below, which can be consulted on the meliapro.com website. Points cannot be earned when the customer does not turn up in accordance with the conditions established in the reservation (no-show). The Account Holder can consult the criteria applicable for earning points on the website, meliapro.com, in the My points/earning points section. Under no circumstances will there be any entitlement to earn Programme points or accumulate points in the following situations: For stays booked with redeemed points earned through the Programme. When the invoice has not been paid or only partially paid. For additional services provided at the hotel which are not included in the accommodation and were not included in the prior booking. For bookings made with Tour Operator rates or contracted through a Tour Operator. ii. Obtaining points by contracting third parties participating in the programme: Members can also obtain points by contracting products or services from third parties participating in the programme at any particular time, said points can be redeemed for stays or for any of the benefits resulting from the Programme Terms and Conditions at any particular time.
3 Members will be able to consult the meliapro.com website both with regard to third parties participating in the programme, as well as the specific conditions that are applicable for obtaining points by means of the contraction of services with the same. MHI will not be liable under any circumstances for the products or services provided by said third parties, and which may be contracted by the Account Holder, nor for any of the consequences that may result from the contracting of the mentioned products or services. e. Categories of Meliá PRO Rewards Members The different categories of Meliá PRO Rewards Members are awarded or modified directly by Meliá Hotels International, S.A. subject to the following conditions, and can be reviewed or modified at the discretion of Meliá Hotels International, S.A. at any time, with prior communication to the Members. For the Member to obtain the Meliá PRO Rewards categories described below, they must meet one of the conditions defined below for each category, from their registration in the Programme or when moving to a higher level. The conditions for obtaining or maintaining, depending on the levels of the Programme, are as follows: - Meliá PRO Rewards : basic programme level to which all users are initially assigned. - Meliá PRO Rewards Gold: completed the MELIÁ PRO Training at - Meliá PRO Rewards Platinum: completed the MELIÁ PRO Training at and achieved a determined production output during one calendar year f. Additional benefits of the Programme - The "Late check-out" benefit consists of being able to leave the room at 14:00 in holiday hotels or at 16:00 in city hotels. This benefit is always subject to availability and with prior confirmation from the hotel. A list of hotels is available to Members at all times, via the website, where they can verify the type of each Hotel. - The benefit of free breakfast for a companion can only be applied to accommodation-only bookings,, where the rate paid is the general rate or the rate for breakfast when it is up-sold as an extra service on arrival at the hotel, for a second person who is not necessarily staying at the hotel. This benefit will not apply in the following VIP areas of Meliá Hotels International: Level, Red Level, Family Concierge, Deep Lounge and Royal Service and in the rates for the superior rooms at the brands Meliá, Gran Meliá, ME and Paradisus, since breakfast must always be included. - The benefit of priority access at check-in can only be obtained by Meliá PRO Rewards Members in the Gold and Platinum categories - The benefit of a guaranteed superior room can only be obtained by Platinum Members, and will be subject to availability either when checking-in online or upon arrival at the Hotel. In the event of an upgrade to a superior room, this benefit will always be based on the category immediately above the one booked, excluding the possibility of the Presidential Suite category.
4 - The benefit of access to the VIP areas of our Meliá, Gran Meliá, ME and Paradisus hotels is awarded to members staying in the hotel and those staying in the same room. If the member is staying in a single room, this benefit may be granted to a companion who is not necessarily staying at the hotel. -If free Wifi is already part of the hotel's services, it will be at the discretion of the hotel whether to grant the Member a higher level of Wifi access. g. Points redemption system If the Member disputes the points actually earned for a stay or booking as stated in the relevant Terms and Conditions, they can make the corresponding claim via the website, under the Agency Services section. Additionally, Members can call the MELIÁ PRO Rewards Agency Services centre and indicate the booking number or the service for which the claim is being filed. Said claims can be lodged within 6 months of the check-out date or from the end of the service hired. Once this period has elapsed, no claims for possible points will be allowed and the Member expressly waives any claim thereto h. Special conditions for promotional points MHI reserves the right to offer different expiry dates for points earned as part of specific promotional offers that may arise. Should promotional points be assigned to the Member and the account be cancelled, said promotional points may not be transferred to a different MELIÁ PRO Rewards Card. In the same way, it is not permitted to transfer to any other account in the same Programme or to other Programmes or Participating Companies the points obtained through the various promotions operated by the programme and which do not result from the reservation of a stay, for example, but without being limited to these instances: welcome points, online registration, member get member and any other promotion that may be offered in the future during the validity of the Programme. Each promotion can have its own specific expiry date. Once this expiry date has been reached, these points will expire and will be removed from your account without prior notice. The Member waives any claim with respect thereto. i. Conditions for using points i. Using points for contracting Meliá stays and services: The redemption of points for free stays at hotel establishments participating in the Programme can be applied for via the meliapro.com website or by contacting the MELIÁ PRO Rewards Agency Service by phone. We would like to inform Members that there are a limited number of stays available for redeeming points, and that MHI cannot, under any circumstances, guarantee availability at hotels for the redemption of points. These bookings will be confirmed with the best tariff in points available, except in cases where the participating hotel has 100% occupancy, in which case it will not be possible to make the booking. Extra costs not included in the points booking are to be paid directly to the hotel and do not generate points. In those instances that the Member so wishes, bookings can be made using the mixed system of points plus cash. This type of reservation can be requested via the meliapro.com website or by calling MELIÁ PRO Rewards Agency Services by phone.
5 In the case of a no-show, 100% of the corresponding points will be deducted as a cancellation charge in both types of points redemption bookings. No stays booked by redeeming points will be accepted without there being a prior booking for the same. The redemption of points for free stays at hotels participating in the Programme can only be granted with a minimum number of points, which can be revised and/or modified at any time by Meliá Hotels International S.A. The list of hotels that participate in the programme as well as the relevant minimum number of points can be found at any time at under the My Account/Redeeming Points section. The booking cannot be modified after check-in at the hotel. This means that, if the Member wishes to shorten their stay, they will lose all the points that correspond to the remaining nights that have not been taken advantage of. In the event that a person wishes to extend the stay after the reservation has been made by means of the redemption of points, a new booking must be made for said extra days. If the booking is made for a period after the date established for the expiry of the points, in accordance with these Terms and Conditions, the booking cannot be modified, with the result that said points cannot be recovered. When a specific hotel terminates its affiliation with the MELIÁ PRO Rewards Programme, no further points can be earned or used at this hotel and special offers will automatically cease to be valid at this establishment, without the need of prior notification to Programme members. Therefore, the Member must check beforehand that the hotel at which they wish to redeem their points is participating in the Programme. ii. Using points to hire services from third parties participating in the programme: Members will be able to exchange their points for for products and services offered by third party partner companies participating in the Programme, included in the catalogue available on the meliapro.com website.it must be the Member that submits the request for them. Members can also redeem their points for the various promotions that are valid at any particular time (e.g. tickets for theme parks, magazine subscriptions, catalogue magazines, etc.) said promotions can be consulted on the meliapro.com website. In relation to these articles and gifts in their totality, MHI are not liable under any circumstances whatsoever, nor does it offer any kind of guarantee for the quality of the same, nor for breakage, loss, inconsistency between the service or product shown and that actually delivered or provided. In such circumstances, the Member must complain directly to the provider of these services or products. Neither Meliá Hotels International, S.A. nor the Programme, be responsible for any complaints, directly or indirectly deriving from the relationship (contractual or not) between the clients and the companies participating in the Programme for the use/acquisition of products/services from these companies, and independently of whether the relationship occurred through the purchase being made with obtaining or use of points.. j. Transferring points The request to transfer points between different Members MELIÁ PRO Rewards accounts can be made at al cliente once registered in the programme. Alternatively, the travel agent can call the MELIÁ PRO Rewards Agency Services centre themselves. Transferred points are subject to the same expiry period and the same conditions of use as those held by the Member who is transferring them. Consequently, the new Member who is receiving the points by means of this transfer may only redeem or benefit from them under the same conditions as the previous Member. A maximum of 100,000 points per year can be transferred between agents. Once the transfer has been made, the operation cannot be cancelled or modified
6 Under no circumstances may points be transferred that have been earned in a supplementary way, as a result of special promotions, competitions etc. k. Exemption from liability Meliá Hotels International S.A. does not accept any liability in relation to products and services advertised or provided by third parties, and nor is it responsible in relation to the loss of prizes, correspondence, incorrect addresses, delays in receipt of prizes, etc. Likewise, MHI will not be held responsible for the fraudulent or unauthorised redemption of points or the use of a Prize as a consequence of circumstances beyond the ordinary operation of the Programme. Meliá Hotels International S.A. reserves the right to correct any error without prior notice, be it typographic, price, points or descriptions, in relation to the MELIÁ PRO Rewards Programme. Meliá Hotels International S.A. does not accept liability for correspondence that is lost or delayed in the post, or for errors in descriptions, typographic errors or mistakes in the tariffs printed on material sent to Members, and reserves the right to correct such errors, making them available for consultation on the meliapro.com website. The current Terms and Conditions, as well as the totality of all promotions associated with the Programme and duly updated, can be consulted at any time on the meliapro.com website. l. Changes to the Programme Meliá Hotels International, S.A. reserves the right to cancel the Programme at any moment for commercial reasons regarding the internal operations of the company. Members will be advised of this and, from the date of the notification, will have three (3) months to redeem all of the points in their account. Once this period has passed, all points obtained by Members will be automatically cancelled. Members will have no right to any compensation for them and there will be no possibility to submit any claim to Meliá Hotels International, S.A or to any company within their group on this basis.. The Programme will be cancelled without prior notice and without any liability and the previous paragraph will not apply under the circumstances of a force majeure or legal enforcement that prevents its continuity or operation. Meliá Hotels International, S.A. may also unilaterally modify the operational structure of the Programme at any time. In this case, Meliá Hotels Intenational, S.A. will notify Members via their corporate website or via and with minimum notice of 15 days, in the event of a new operational structure for the Programme and the Terms and Conditions that govern it, as well as the date on which it becomes effective. If no effective date is indicated, it will be understood that the modifications enter into force 15 days after the is sent or after the information is published on the website, whichever happens first. Members who do not wish to continue with the Programme according to the new structure and conditions thereof can redeem all of the points in their account according to the old structure and conditions within a period of three (3) months counting from the date of the notification, or publication of the change in the conditions of the programme.. Members who wish to accept this opportunity and who want to redeem their points as outlined above must do so by calling the Call Center on the telephone number indicated on the website and explain their situation. After the three (3) month period indicated, the Member will cease to be a member of the Programme if they have so requested, or if they continue, the new structure and conditions will fully apply to them as they were notified and any points redemption or acceptance of advantages or benefits will be governed by the new Terms and Conditions established. For the purpose of the information provided, the Terms and Conditions that regulate the operation of the Programme will be available at all times on the website
7 m. The Data Protection Act In accordance with the provisions set forth in Art. 5 of the 15/1999 Data Protection Act and in Art. 12 of Royal Decree 1720/2007, by registering with the MELIÁ PRO Rewards Programme, the Member is expressly consenting that the data they provide throughout their relationship with Meliá Hotels International throughout the Programme be collected and processed in a file owned by Meliá Hotels International, S.A., with registered offices at la Calle Gremio Toneleros nº 24, Palma de Mallorca 07009, Spain. The purpose of this processing is to manage the proper functioning of the MELIÁ PRO Rewards programme, in order to provide you with the best customer service possible, and to send you advertising material about the products and services provided by the company and the other companies of the Meliá Group, as well as products and services from Companies Affiliated with the Programme to which you subscribe, and those of third parties whose activities are related to the leisure, tourism, catering sectors and/or the sale and marketing of timeshare properties, via electronic mail, Mobile, Telemarketing or Mailing channels. In the same way, you expressly consent that the details that you provide and those that may be gathered throughout the provision of services, be disclosed to the different Hotel owners of the Meliá Hotels International Chain within the different management structures, as well as to the other Meliá Group Companies, Companies Affiliated with the Programme to which you have subscribed and to third parties whose activities are related to the leisure, tourism, catering sectors and/or the sale or marketing of timeshare properties, both within and outside of Spain, for their own management of points and for the sending of business communications about their products and services. We inform you that you will be able to exercise the rights recognised by Law at any time, in particular, those regarding access, rectification, cancellation and opposition, by writing to the Group s Marketing Management at the postal address stated above or by ing identifying yourself appropriately (Ref. Data Protection). n. Applicable law and jurisdiction The Terms and Conditions of the MELIÁ PRO Rewards Programme are governed by the current applicable legislation on such matters in Spain. For the resolution of any dispute that may arise with respect to the validity, execution, compliance or resolution, in part or in its entirety, of the present Terms and Conditions, the parties submit to the jurisdiction of the Courts and Tribunals of Palma de Mallorca, and expressly relinquishing any other jurisdiction which may correspond to them.