From the Tourist Promotion office of the Municipality of Tavernes de la Valldigna we offer immediate links to manage complaints and formal complaints related to any aspect that harms the rights of visitors.
Rights and duties of users of tourist services
The purpose of LAW 15/2018, June 7, on tourism, leisure and hospitality of the Valencian Community is the promotion and management of tourist activity in the Valencian Community and the promotion of leisure activities linked to it, the promotion and modernization of its tourism sector, the promotion of hospitality as a basic element in the relationship between residents and tourists as well as providing a regulatory framework for the action of the public administrations of the Valencian Community that facilitates the preservation and improvement of tourism resources and their planning and structuring in the territory.
In articles 16 and 17 of said Law, the rights and duties of the users of tourist services are collected with the aim of establishing and maintaining a link between the tourists who visit us and our destination:
Article 16. Rights
Users of tourist services, without prejudice to the provisions of the general legislation for the defense and protection of consumers, shall have the right to:
- Receive from 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.
- Obtain the documents that prove the terms of your contract.
- Receive tourist services under the conditions offered or agreed and, in any case, that the nature and quality of their provision is in direct proportion to the category of the company or tourist establishment.
- Enjoy accessible spaces, infrastructures and tourist services.
- Free access to tourist establishments and services in the terms established by law.
- That tourist establishments comply with the regulations on the safety of their facilities and fire protection, as well as the specific regulations on tourism. Be clearly informed about the facilities or services that may pose a risk and the security measures adopted in this regard .
- Receive an invoice or proof of payment of the tourist service provided with the data required by current legislation.
- Formulate complaints and claims and obtain accessible and truthful information about the procedure for presenting them and their treatment, being able to resort to a system of extrajudicial conflict resolution through mediation and arbitration. Likewise, they have the right for the competent public administration to seek maximum efficiency in the care and processing of their complaints or claims.
- Go to arbitration formulas for the out-of-court resolution of your conflicts with economic consequences.
- Demand that, in a place of easy visibility, the emblems accrediting the classification of the establishment, the capacity, the prices of the services offered and any other activity variable, as well as the corresponding quality symbols, are publicly displayed.
Article 17. Obligations
The users of tourist services, without prejudice to the provisions of the sectoral regulations that are applicable, will have the following obligations:
- Respect the traditions and social and cultural practices of tourist destinations, as well as their wealth and value.
- Respect the environment, historical and cultural heritage and tourist resources.
- Pay for the contracted services, either at the time the invoice is presented 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, 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 rules of the internal regime of tourist establishments, the schedules and the rules of conduct of the places of visit and of carrying out tourist activities.
