General Terms and Conditions for the MY SENATOR loyalty program

Preamble

1. The MY SENATOR loyalty program is the property of Grupo Hoteles Playa S.A. (hereinafter Senator Hotels & Resorts), Avenida Faro Sabinal 341 04740 Roquetas de Mar (Almería), Spain.

2. Senator Hotels & Resorts must be informed of any change in the name, address, email address, identification number (passport or identity card) of the member by written communication to the Head Office in Roquetas de Mar (Almería), Loyalty Department, Avda. Faro Sabinal 341, 04740 Roquetas de Mar (Almería) or to mysenator@senatorhr.com. Senator Hotels & Resorts shall not be liable for any disruption or damage caused to the client as a result of failure to comply with the above paragraph.

3. Senator Hotels & Resorts reserves the right to cancel or modify, in whole or in part, the terms and conditions of the Program, the points collection and redemption tables and the benefits contained therein, with or without prior notice. In the event of program cancellation, all points accumulated by members will be deleted. Grupo Hoteles Playa S.A. will not be liable for any loss or damage caused by such cancellation or modification of the program. The points collected cannot be exchanged for cash under any circumstances.

4. Senator Hotels & Resorts reserves the right to accept or reject any registration request, with or without justification, and to delete the member account if it considers that there are sufficient reasons to do so.

5. Senator Hotels & Resorts, in Spain as well as in other countries, declines any responsibility if for any reason, including “force majeure”, it is not possible to comply with the above-mentioned stipulations of the Terms and Conditions of the Program. In any case, they cannot be held liable for any damage or loss caused by the fulfillment or non-compliance with any of the clauses included in the Terms and Conditions of the Program.

6. Senator Hotels & Resorts shall not be liable for any correspondence lost or delayed in the post or for any pricing, descriptive or printing errors in the communications sent to members and reserves the right to correct them.

7. The terms and conditions of the program are governed in accordance with Spanish legislation and, in the event of a dispute, will be subject to the jurisdiction of Roquetas de Mar (Almería).

General Conditions of the Program:

8. As soon es the Program enters into force in accordance with these Terms and Conditions, and it is expressly declared that all previous regulations are hereby superseded.

9. Participation in the My Senator Program is free of charge. The only condition for participation is the registration as a My Senator member through our website. The member acknowledges that he/she is over eighteen (18) years of age and has sufficient legal capacity to assume the obligations and rights arising from the My Senator Loyalty Program, as well as having previously read and understood these Terms of Use. Senator Hotels & Resorts may carry out any verifications it deems necessary for this purpose.

10. Only members who have registered through our website and are over 18 years of age may benefit from the Program.

11. The transfer of points between different My Senator accounts is not allowed.

12. For more information about the Program, please contact our Loyalty Department by e-mail at mysenator@senatorhr.com or through our website.

13. Members of other promotions such as the Holiday Club are excluded from this program, as well as the application of the loyalty program to franchised hotels. All clients and travel agents subscribed to other promotions or loyalty programs from Senator Hotels & Resorts, such as Senator Pro, Senator Pro+, Senator Pro Academy, Senator Pro Rewards, or any other loyalty or benefits program the company may create in the future, are also excluded from this program.

Conditions for collecting points

14. Senator Hotels & Resorts points are collected once the client has completed his/her stay and is registered as a My Senator member.

15. All guests staying at any of the hotels of the Senator Hotels & Resorts chain under the Playa, Senator and Affiliates brands and paying a published and accepted individual rate for these establishments can take advantage of the program and earn points. Senator Hotels & Resorts reserves the right to change the list of hotels included in the program at any time.

16. There is only one member for each booking.

17. In the case of group rates, vouchers, travel agencies, crews, and programs outside Senator Hotels & Resorts as well as free stays based on invitation, the member is not entitled to the benefits offered in the loyalty program and does not collect points for his room. Likewise, corporate, negotiated, or confidential rates are excluded from the accrual of points and/or nights, unless Senator Hotels & Resorts expressly determines otherwise.

18. Members do not earn points for their reservation for which points have been redeemed.

19. My Senator members will collect points from the beginning of this Program according to the points collection table listed in section 20.

20. Points and/or nights will only be granted for bookings made directly through the Senator Hotels & Resorts reservation center reservas@senatorhr.com, through our official website https://www.senatorhr.com/, directly with our hotels or with the loyalty department mysenator@senatorhr.com, as well as for stays made through tour operators and/or travel agencies. All bookings made through online agencies (Booking.com, Expedia, Destinia, etc.) will not earn points.

Points are accumulated per night and room type:

Points collection table:

Number of points per Night:	Roomtype:
100 Points	Standardroom
150 Points	Suite

If the same member makes multiple bookings or includes several rooms in a single booking for the same dates at the same hotel, only nights corresponding to the room in which the member actually stays will be counted for loyalty level purposes. However, the member will earn the total points corresponding to all rooms for which they are listed as the member in such bookings, unless otherwise expressly determined by Senator Hotels & Resorts.

21. The points collected for each stay are automatically credited to the member’s My Senator account as long as they are registered as a member of the loyalty program.

22. The program benefits are available to the client as soon as they identify themselves as a member of the program. To this end, the member must identify himself at the time of each reservation.

23. The points collected for each stay will be credited to the My Senator account within 72 hours after the check-out.

The points will be redeemed for the following services directly at the Hotel of your reservation, although they may have an application based on future specific and punctual promotions. It is necessary to have accumulated the following number of points:

Service / Article:	Points:
Stuffed animal	1000/unit
Backpack	1500/unit
Breakfast	2000/pers./day
Aquarium	2500/ticket
Oasys (theme park)	3000/ticket
Hydrowellness	3000/pers.
Bathrobe	4000/unit
Dinner à la Carta (2 pers.)*	5000
Free night per room**	6000

*In “Terra” Restaurants in the hotels that dispose of this service.

**In standard double room, 2 adults, bed and breakfast.

24. Discounts not used for bookings already made will not be credited or refunded, except in the case of technical errors at the time of booking.

25. If the member of My Senator is not staying at any of the Senator Hotels & Resorts hotel, they cannot collect points or enjoy the benefits of the program, except for Spa, Oasys and Aquarium services.

Points can only be obtained for accommodations in any of the hotels of the chain (except Franchisees).

26. The benefits of the My Senator loyalty program cannot be used or combined with those of other loyalty programs, unless otherwise specified by Senator Hotels & Resorts. The points are only credited to the member’s account, regardless of whoever paid the bill, either the member himself, his company or a travel agency. Each member may only have one My Senator account, so all other accounts will be deleted.

27. If any of the hotels do not belong to the Senator Hotels & Resorts chain anymore, it is no longer possible to collect or use points for this hotel, special offers for this hotel will automatically lose their validity without the need to inform the My Senator account members beforehand.

 

28. Redemption of Points

28.1. Redeeming Points for Stays

Redeeming points for stays is subject to the availability of a specific allocation of rooms reserved for the Loyalty Programme. This allocation may vary depending on the hotel, the dates selected and the expected occupancy level. Having enough points in a member’s account does not, by itself, guarantee room availability for redemption on the requested dates.

Members must clearly indicate, at the time of booking, that they wish to redeem Programme points. Stays using points cannot be
booked without a prior reservation made through the channels authorised for the My Senator Programme.

Reservations using points must be made at least seven (7) calendar days before the arrival date through the official My Senator website or through the Loyalty Department.

One night’s stay requires 6,000 points and corresponds to accommodation in a standard double room with a minimum occupancy of two adults. The basic benefit includes accommodation and breakfast. If the stay is used by fewer guests, no compensation, reduction in points or refund will apply.

If additional guests beyond the two adults included in the basic benefit are staying in the room, the member must pay the applicable supplement for the additional occupancy, provided that the room’s maximum occupancy allows it.

The amount of any such supplements will be communicated and
confirmed by the Loyalty Department when the reservation is made using points. Payment must be made directly to the selected hotel upon arrival. The hotel’s role is limited to collecting the supplement that has been previously communicated.

For the purpose of determining supplements for children or teenagers, the minimum and maximum age limits established by each hotel for classifying a guest as a child will apply, in accordance with that hotel’s operating policies.

At participating hotels where the minimum board basis offered is higher than bed and breakfast, members must pay directly to the hotel the supplement required to upgrade to the mandatory minimum board basis. The amount of this supplement will also be communicated and confirmed in advance by the Loyalty Department when the reservation is made using points.

The complimentary night benefit is available only at hotels that offer breakfast service. Hotels that do not provide breakfast are therefore excluded from this benefit and no compensation, alternative benefit or refund of points will be granted.

Senator Hotels & Resorts reserves the right to apply restrictions, limitations or blackout periods to the redemption of points on certain dates, during periods of high demand or occupancy, or in connection with special events, based on the operational requirements of the Company and the relevant hotel.

Reservations made using points are not eligible for discounts, promotions or additional Programme benefits. They do not earn
points or qualifying nights for membership tier purposes and do not entitle the member to the benefits associated with their membership tier during the stay, unless Senator Hotels & Resorts expressly decides otherwise.

28.2. Redeeming Points for Services and Items

Services and items available for redemption with points are subject to operational availability and/or stock availability at each hotel or facility at the time of the request.

Some services or items may not be available at all hotels, depending on their facilities, equipment or operating model. If a particular service or item is not available at a hotel, it cannot be requested or enjoyed at that hotel and no compensation, alternative benefit or refund of points will be granted.

As a general rule, redeeming points for services may require the member to have a reservation at a Senator Hotels & Resorts property on the dates when the service will be used.

However, when redeeming points for admission tickets to MiniHollywood Oasys or the Aquarium, no hotel reservation is required. These tickets may be used in accordance with the access conditions, availability and operating rules applicable to those facilities.

Points cannot be redeemed for services that are already included as a mandatory part of the guest’s booked meal plan (Bed and Breakfast, Half Board, Full Board, All Inclusive or any other service
included in the reservation), as these services already form part of the reservation.

Some services may require, in addition to redeeming points, an advance booking or the allocation of a specific appointment or time slot at the destination hotel. Any such booking or appointment must be arranged directly by the member with the relevant hotel. The service will always be subject to availability at the time the booking or appointment is confirmed, and redeeming points in advance does not, by itself, guarantee immediate availability of the service.

Requests for services or items must be made at least seven (7) days before the intended date of use through the official Programme website or through the Loyalty Department, which will issue the corresponding voucher for the redeemed service or item.

The use of points is also subject to the provisions regarding point validity, expiry and account cancellation set out in the relevant sections of these General Terms and Conditions.

29.- If the member who has made a reservation/order using points does not arrive for their stay or wishes to cancel the order of a service/article, they must communicate this cancellation at least 6 days before the date of arrival. Otherwise, the points used will not be refunded.

30.- Senator Hotels & Resorts reserves the right to review and modify the list of points available for stays, services and free articles at participating hotels at any time.

Expiry of points and account cancellation:

31. The points accumulated in the Program will expire five (5) years from the date of issuance if not redeemed by the member within that period, except as provided in point 32 regarding account validity. Such points will be automatically cancelled upon expiry without prior notice from Senator Hotels & Resorts.

32. Accounts that remain inactive for a period of more than four years (from the registration in the program) will be automatically deleted and all points accumulated up to that date will become invalid. An account is considered inactive if the account member has not stayed at a hotel participating in the program during this period.

33. The points can only and exclusively be redeemed for the services listed in point 23 of the General Terms and Conditions of the My Senator loyalty program.

Discounts for My Senator bookings:

As soon as the program comes effective, the old Senator VIP loyalty program will be completely abolished and replaced by the new My Senator program, except for clients participating in the Holiday Club promotion.

The My Senator Program is divided into 4 levels:

• PLUS
• PRIME
• PRIVILEGE
• PRESTIGE INFINITY

The level is determined according to the loyalty of each guest established since joining the former Senator VIP program.

Senator Hotels & Resorts will provide its clients with a new digital card that can be downloaded exclusively via the My Senator app. This will enable hotels to quickly identify the client and check their level of loyalty.

In addition, the My Senator member will receive the following additional benefits:

Breakdown of discounts:

Level	PLUS	PRIME	PRIVILEGE	PRESTIGE INFINITY
Nights of stay (accumulated)	00-10 Nights	11-19 Nights	+20 Nights	+500 Nights
Reservations*	5%	8%	12%	12%
Hydrowellness	25%	35%	50%	50%
SPA Treatment	5%	8%	15%	15%
Parking	25%	35%	50%	50%
Pet	35%	40%	50%	50%
Oasys	15%	18%	25%	25%
Aquarium	—	5%	10%	10%
À la carte restaurants**	—	—	15%	15%
Digitalcard	YES	YES	YES	YES

*Except for bookings made via agencies, online agencies and tour operators.

** Applicable only to à la carte restaurants in hotels in Spain
(excluding franchised hotels). At least one of the diners must have
the required status. The customer must prove their My Senator
level with their virtual card at the time of payment. This discount
cannot be combined with any other promotion or discount.

Expiry time:

The validity period of each level is 1 year from its effective date. The end of the year in which the level was acquired is taken into account.

If the number of nights required to maintain this level is not reached, you will be downgraded but will never lose the PLUS basic level. Exception: PRESTIGE INFINITY, whose high level of overnight stays is guaranteed for life.

34. Definition by accumulated nights.

My Senator program establishes four levels of loyalty from its beginning based on the nights enjoyed by the member in hotels operated by Senator Hotels & Resorts (except franchisees):

• PLUS: from 0 to 10 accumulated nights.
• PRIME: from 11 to 19 accumulated nights.
• PRIVILEGE: from 20 accumulated nights.
• PRESTIGE INFINITY: from 500 accumulated nights, for life

Every member is automatically assigned the PLUS level when joining the loyalty Program My Senator.

35. Level upgrade.

• A level upgrade occurs automatically when the member get the required number of nights.
• In case of continued and uninterrupted stays of 20 or more nights, the member with level PLUS will be upgraded directly to level PRIVILEGE after the ending of that stay.
• The new level will be reflected in the member’s account within a maximum of 72 hours after check-out.

36. Level downgrade.

• Level PLUS is kept indefinitely as long as the member remain registered.
• Levels PRIME and PRIVILEGE are depending on the period for collecting nights defined in the article number 37.
• If the member does not accumulate the minimum nights required by the level the member has, the level will be downgraded to the one the total number of nights collected establishes.
• The level PRESTIGE INFINITY is permanent and cannot be lost unless:
  • Cancellation of the account because of voluntary leaving the Program or breach of the Program’s terms and condition.
  • Inactivity of the account for a period of 4 years. In this case the status will be cancelled and every associated benefit will remain ineffective.

37. Validity of accumulated nights.

• The nights that have been accumulated will be valid during the ongoing year plus the following calendar year.
• After that time, the nights count will be set to zero, except for the members with level PRESTIGE INFINITY, with the exception provided for in point 36 regarding the 4-year inactivity period.
• If during a whole calendar year, the member does not get any valid stay, all the night count will set to zero on the 1st January of the following year, with the exception of the members with level PRESTIGE INFINITY, in accordance with the provisions of point 36.

 

Additional Provision – Territorial Scope of Programme Benefits

1. The discounts and benefits associated with the Member’s loyalty level shall also apply at Senator Hotels & Resorts establishments located outside Spain that participate in the Programme, provided that the relevant establishment offers the corresponding service, facility or benefit and its operational policies permit its application.

2. The redemption of points for products, items, services or complimentary stays under these Terms and Conditions shall be available only at participating Senator Hotels & Resorts establishments located in Spain. Consequently, points may not be redeemed at establishments located outside Spain unless Senator Hotels & Resorts expressly determines otherwise.

SENATOR HOTELS & RESORTS