1.1 The H10 Rewards program (“Program”) is the free loyalty program of Corporación H10 Hotels S.L., with registered office at Calle Numància nº 185, 1º, 08034 Barcelona and Tax Identification Number B-62.116.942 (“H10 Hotels”).

1.2 The purpose of the Program is to build loyalty among users who are part of it ("Members") by giving them access to exclusive benefits according to the tier to which they belong (tiers are obtained based on stays and/or nights spent at all H10 Hotels, Ocean by H10 Hotels, The One by H10 Hotels and H10 Horizons Collection) and earning points, which can be redeemed for stays and/or services offered by H10 Hotels. A list of all hotels included in the Program is attached as Annex I.

1.3 The Program is governed by these General Terms and Conditions and by the provisions of the H10 Hotels Privacy Policy (https://www.h10hotels.com/en/privacy-policy). 

2.1 All individuals over the age of 18 may register for the Programme.

2.2 Registration and participation in the Programme is free.

2.3 To register for the programme, it is essential to complete, sign and send the application form through the official means enabled for this purpose (website, paper form, etc.). By submitting their application to join the programme, the Member accepts without reservation the General Conditions that apply to them and the Privacy Policy of H10 Hotels, in accordance with the clauses in force at any given time. Registration by telephone will not be valid.

H10 Hotels employees can register and participate in the programme, and enjoy its benefits under the same conditions as any other participant, provided that the stays are made on a personal basis and are not linked to professional functions or work reasons, regardless of the economic conditions or rates applied in the booking.

2.4 H10 Hotels reserves the right to accept or reject any registration in the programme without giving any reason.

2.5 The Member will be solely responsible for the accuracy of the personal data provided for their registration in the programme, as well as for updating said data, using the various channels enabled for this purpose.

2.6 Each programme Member will receive a digital card that will identify them by means of their own personal number. Notwithstanding the foregoing, upon express request and subject to availability, any Member who wishes may request a physical Programme card at any H10 Hotels.

In case of breakage, theft or loss of the physical card, the Member may request a duplicate of it, upon express request and subject to availability, at any H10 Hotels.

2.7 The Member who holds the Programme card will be solely responsible for its proper use and conservation.

3.1 The Member will have a personal H10 Rewards account (“Account”) where H10 Rewards points (“Points”) generated in accordance with the provisions of these General Conditions will accumulate, and the total number of nights and stays made at H10 Hotels will be shown.

3.2 The Account is personal and non-transferable and will identify the Member with their personal data. Each Account may have, at most, one “joint holder”, as defined in point 3.6 below.

3.3 Each Member may only have one Account and, consequently, H10 Rewards reserves the right to unilaterally cancel any additional or parallel Account that may have been obtained by the same Member and, where appropriate, cancel the benefits that may be derived from them.

3.4 The Member may change the personal data contained in the Account through the Programme website or by written notification to the H10 Hotels Guest Service Centre, and may register and/or unsubscribe from commercial communications about offers and promotions.

3.5 The transmission, sale, purchase, exchange or total or partial transfer, by any means, of an Account and/or the Points accumulated therein is prohibited, except for those cases expressly authorised in these General Conditions. Failure to comply with this prohibition entitles H10 Hotels to terminate the Member's membership in the Program, cancelling the Points in their Account and all their benefits, without the Member having any right to be reimbursed or compensated in any way.

3.6 The figure of the co-owner corresponds to a person other than the Member. The co-owner has their own personal and profile data, and has a unique card number different from that of the Member.

The Member and the co-owner will jointly and in a linked manner share (i) the Account (including active, expired and cancelled Points), (ii) the night and stay counter, and, consequently, (iii) the same Member tier. Therefore, the co-owner can enjoy the same rights, conditions and benefits as the Member.

Notwithstanding the foregoing, the joint holder will not have direct access to the private area of the Member's Account, which can only be accessed using the credentials of the latter. 

4.1 The Program has four Member levels or tiers, attainable depending on the number of nights or stays accumulated at H10 Hotels as a Member of the Program. The Member will reach the corresponding tier when they meet either of the two criteria provided for each tier: 

• Essential Tier: This is obtained immediately upon enrolment in the Program.
• Silver Tier: This is achieved by accumulating 5 nights or 3 stays.
• Gold Tier: This is achieved by accumulating 25 nights or 15 stays.
• Platinum Tier: This is achieved by accumulating 40 nights or 25 stays.

4.2 The different Member tiers are awarded or modified directly by H10 Hotels in application of the above criteria, which may be reviewed or modified at the discretion of H10 Hotels at any time, after publication on the website itself for the knowledge of all Members.

4.3 Stays will not count towards upgrading tier if they are consecutive, on adjacent dates and in the same H10 Hotels.

4.4 Once a certain tier has been reached, the Member must meet the conditions specified below in order to maintain that tier within the programme:

• Essential Tier: This tier is maintained indefinitely, regardless of your level of activity in the program.
• Silver Tier: Once Silver status has been achieved, the Member will have a period of two (2) years from the date of their last stay at an H10 Hotels hotel to make a new stay. This period will be renewed for another two (2) years from the date of completion of each new stay. If no activity is recorded during that period, the category will be changed to Essential.
• Gold Tier: Once the Gold category is reached, the Member will have a period of three (3) years from the date of their last room at an H10 Hotels to make a new stay. This term will be renewed for another three (3) years from the date of completion of each new stay. If no activity is recorded during this period, the category will be changed to Silver.
• Platinum Tier: Once Platinum status is achieved, the Member will have a period of four (4) years from the date of their last room at an H10 Hotels to make a new stay. This term will be renewed for another four (4) years from the date of completion of each new stay. If no activity is recorded during this period, the category will be changed to Gold. 

The benefits of the Programme that each Member enjoys are determined according to the tier to which the Member belongs.

5.1 Essential Tier: Members of this tier enjoy exclusive offers and promotions. They have an additional guaranteed 5% discount on all bookings made through the official H10 Hotels app, the official H10 Hotels websites (www.h10hotels.com, www.oceanhotels.com, www.hotelstheone.com and www.h10horizonscollection.com), bookings made through call centre (+34 900 444 466) or by email to h10rewards@h10hotels.com and/or reservations@h10hotels.com. This discount can be applied by travel agencies through the website www.h10pro.com. They enjoy an exclusive discount once a year for the Member's birthday, provided that the date of birth is correctly filled in the Member's Account.

During their accommodation at H10 Hotels, they enjoy a welcome gift (box of chocolates or box of cookies, subject to availability) and a complimentary bottle of water.

5.2 Silver Tier: Members of this tier enjoy exclusive offers and promotions. They have an additional guaranteed 5% discount on all bookings made through the official H10 Hotels app, the official H10 Hotels websites (www.h10hotels.com, www.oceanhotels.com, www.hotelstheone.com and www.h10horizonscollection.com), bookings made through call centre (+34 900 444 466) or by email to h10rewards@h10hotels.com and/or reservations@h10hotels.com. This discount can be applied by travel agencies through the website www.h10pro.com. They enjoy an exclusive discount once a year for the Member's birthday as long as the date of birth is correctly completed in the Member's Account, as well as a 5% discount in bars and à la carte restaurants (subject to terms and conditions specified in point 5.6) and a 5% discount at Despacio Spa Centres (subject to terms and conditions specified in point 5.7).

During their stay at H10 Hotels, they enjoy a welcome gift (box of chocolates or box of cookies, subject to availability), a complimentary bottle of water, and an invitation to a cocktail (cocktail of the day or cocktails selected by the hotel where the Member is staying) or refreshment for two people.

5.3 Gold Tier: Members of this tier enjoy exclusive offers and promotions. They have an additional 7% guaranteed discount on all bookings made through the official H10 Hotels app, the official H10 Hotels websites (www.h10hotels.com, www.oceanhotels.com, www.hotelstheone.com and www.h10horizonscollection.com), bookings made through call centre (+34 900 444 466) or by email to h10rewards@h10hotels.com and/or reservations@h10hotels.com. This discount can be applied by travel agencies through the website www.h10pro.com. They enjoy an exclusive discount once a year for the Member's birthday as long as the date of birth is correctly filled in the Member's Account, as well as a 10% discount in bars and à la carte restaurants (subject to terms and conditions specified in point 5.6) and a 10% discount at Despacio Spa Centres (subject to terms and conditions specified in point 5.7).

During their stay at H10 Hotels, they enjoy a welcome gift (box of chocolates or box of cookies, subject to availability), a complimentary bottle of water, and an invitation to a bottle of wine or cava (to be chosen from the selection made by the hotel where the Member is staying). Only for bookings made through direct sales (official H10 Hotels websites and call centre): Possibility of late check-out subject to availability and priority check-in (in hotels that offer this service), turndown service subject to availability, and complimentary bathrobe and slippers.

5.4 Platinum Tier: Members of this tier enjoy exclusive offers and promotions. They have an additional 7% guaranteed discount on all bookings made through the official H10 Hotels app, the official H10 Hotels websites (www.h10hotels.com, www.oceanhotels.com, www.hotelstheone.com and www.h10horizonscollection.com), bookings made through call centre (+34 900 444 466) or by email to h10rewards@h10hotels.com and/or reservations@h10hotels.com. This discount can be applied by travel agencies through the website www.h10pro.com. They enjoy an exclusive discount once a year on the Member's birthday, provided that the date of birth is correctly filled in the Member's Account, as well as a 15% discount at bars and restaurants and a 15% discount at Despacio Spa Centres.

During their accommodation at H10 Hotels, guests enjoy a welcome gift (box of chocolates or box of cookies, subject to availability), a complimentary bottle of water, and a themed lunch or dinner for two at holiday hotels (destinations: Tenerife, Lanzarote, Gran Canaria, Fuerteventura, La Palma, Mallorca, Costa del Sol, Salou, Cambrils, Dominican Republic, Mexico, Jamaica) and a bottle of wine or cava and a snack in urban hotels. Only for bookings made through direct sales (official H10 Hotels websites and call centre): Possibility of late check-out subject to availability, room upgrade (subject to availability at the time of check-in, limited to the room tier immediately superior to the one booked and to a specific number of rooms per hotel), preferential check-in (in hotels offering this service), turndown service subject to availability, tea kettle, complimentary bathrobe and slippers.

5.5 Discounts at bars, restaurants and Despacio Spa Centres for Silver, Gold and Platinum tiers may be applied regardless of whether the Member is staying at the hotel, in those establishments where the use of these services is allowed without being a guest. To apply this discount, the Member must identify themselves with their Membership card and an identity document.

5.6 Discounts in bars and à la carte restaurants do not apply to drinks or extra consumptions in buffet restaurants, nor do they apply to breakfasts, whether included in the rate or purchased directly at the hotel. Likewise, no discount is applied to any type of board basis (breakfast, half board, full board, or all-inclusive) that has already been contracted or is intended to be contracted as a stay package. There is no minimum consumption required to apply dining discounts.

5.7 Discounts in Despacio Spa Centres are valid for water circuits, massages, facial and body treatments. Hairdressing services, aesthetic treatments (manicure, pedicure, hair removal...), gym access, and the purchase of retail products are excluded from the discount. There is no minimum spend required to apply discounts at Despacio Spa Center.

5.8 Members may consult the updated list of participating companies that are members of the Programme at any time through their Account, as well as the specific conditions and benefits agreed with those companies. H10 Hotels reserves the right to Change this list of partner companies and its conditions at any time.

Any contractual relationship arising from the acquisition or use of services/products offered by a partner company is established directly between the Member and that company, so the provision of services/delivery of products is the sole responsibility of the corresponding partner company. H10 Hotels assumes no responsibility for any claims, damages or losses, whether direct or indirect, arising from the aforementioned relationship between the Member and the partner company, regardless of whether the operation involved obtaining or redeeming Points. The Member must direct any complaint relating to them directly to the service/product provider.

6.1 Points can only be earned by guests who are registered as members of the Programme and for stays where the member is registered as a guest at one of the H10 Hotels as the holder of the booking.

The calculation of cumulative rooms will be limited to a maximum of three (3) rooms for bookings made through H10 Hotels direct sales channels (official websites, official app and call center), and to a maximum of one (1) room for bookings made through indirect sales (regardless of whether the booking is for a higher number of rooms).

No Points will be awarded in the following cases:

• For consumption, services or sales made at any of the H10 Hotels, including restaurants, bars, shops, spas or other services, if the Member is not actually staying at the hotel during those dates.
• For banquets and events, including, among other types of dinners and banquets, gala dinners, both for Christmas and New Year's Eve, regardless of the number of guests, as well as wedding banquets, rental of halls and rooms, and associated services.
• For stays paid for entirely with Points. In the case of stays partially paid for with Points, the Member will only obtain Points for the proportional part of the price that has been paid in cash.
• For donations, tips, or the purchase or use of gift cards.
• For the purchase of beauty products, the use of vending and/or recreational machines, and the contracting of any service provided by external suppliers (such as transfers, excursions, golf, etc.).

6.2 Members will receive 100 Welcome Points upon successfully completing their enrolment in the Programme, which will be automatically credited to their Account upon completion of the registration process.

Points will not be awarded for stays completed prior to the date of registration in the programme, and no subsequent claim will be possible.

6.3 Points are earned based on spending at H10 Hotels (accommodation and additional expenses incurred during the stay, excluding taxes) according to the tier to which the Member belongs.

Items that generate points for the consumption of extra services at H10 Hotels during the room must be associated with the accommodation invoice (charged to the room).

Extra services that generate Points are: Minibar, room service, bars (except for all-inclusive packages), lunch and dinner at à la carte restaurants (except when Privilege service or all-inclusive packages are contracted) and Despacio Spa Centres. Any other extra service not mentioned above does not generate Points.

6.4 To earn Points, Members must provide their H10 Rewards card number when making the booking, during check-in or during their stay. H10 Hotels staff may request an identity document from the Member to verify their status as the holder.

6.5 Earning Points is personal and non-transferable, corresponding exclusively to the holder (or co-holder) of the Account. In the event that two or more Members (or primary and secondary cardholders) share a room, Points will only be awarded once and will be accumulated by the Member whose card number was registered in the booking.

6.6 Points will be automatically credited to the Member's Account on the day of departure from the hotel and may be used from their next stay onwards.

6.7 Complimentary stays by invitation, stays for work purposes by H10 Hotels staff or travel agents, or rates not available to the general public do not generate points. Promotional rates with a temporary validity, as determined by H10 Hotels, do not generate Points.

6.8 H10 Hotels will promptly inform Members, through the usual communication channels, about any promotions, benefits or special advantages of the programme. The Points awarded under these promotions will be subject to the specific conditions of each promotional action, which will be published exclusively through the official H10 Hotels channels.

6.9 The currency of use and reference for the Program is the Euro (€) and the Member's Account balance will be expressed exclusively in said currency.

6.10 If a Member notices that the Points corresponding to a room or extra service have not been correctly counted, they can request to obtain them by submitting a complaint to the H10 Rewards Customer Service department. To do this, the Member must provide the booking tracking as well as the hotel entry and check-out dates within a maximum period of three (3) months from the date of completion of the room. Claims must be submitted through the following official channels:

• By e-mail: h10rewards@h10hotels.com
• Using the form available in the Member's personal area, in the "My points" section: https://www.h10hotels.com/en/h10-rewards/private/points

Claims that do not include the required information, that are submitted after the deadline, or whose documentation is not properly completed will not be processed. 

7.1 Points can be redeemed for rooms, hotel merchandise, consumption in bars and restaurants and Despacio Spa Centres services at H10 Hotels. Under no circumstances may the Points be exchanged for cash. 

H10 Hotels reserves the right to establish, without prior notice, the hotels, extra services and periods that are "not suitable" for enjoying stays charged to Points, as it deems appropriate.

7.2 Points may only be redeemed during the Member's stay at the hotel, either by paying the price of the stay and any services and/or extras consumed and noted on their bill at Reception, or by converting the Points into money to be added to their wristband at hotels where this payment method is available. Under no circumstances may Points be redeemed if the Member is not staying at the hotel, nor directly at the hotel's points of sale such as bars, restaurants, shops, etc.

7.3 For the purposes of redemption and payment for services, the reference value is 1 point = €0.04.

7.4 When the Member wishes to redeem Points to pay for a stay, consumption, or service whose amount is set in a currency other than the Euro, said amount will be converted into Euros by applying the official exchange rate in force at the time of the transaction. Subsequently, the Points equivalent to said amount in Euros will be deducted from the Member's balance, at the rate of 1 point = €0.04.  

7.5 To redeem Points, prior identification of the Member and verification of the available balance of active Points in the Member's Account is essential.

7.6 The expiry of Points is determined by the tier to which the Member belongs on the date of their acquisition, according to the following deadlines: 

• Essential and Silver tiers: Points expire two (2) years after they are obtained.
• Gold tier: Points expire three (3) years after they are obtained. 
• Platinum tier: Points expire four (4) years after they are obtained.

Each time the Member earns Points, they will have their own expiration date. 

Expired Points will be automatically removed from the Member's points balance.

7.7 The Member of the Programme can check their points balance and expiration date in the Member area of the website www.h10rewardsprogram.com (section “My Points”).

8.1 The Member may request to withdraw from the Programme at any time.

To withdraw from the Programme, the Member must communicate their intention in writing by sending a notification to the H10 Rewards Customer Service Centre (h10rewards@h10hotels.com). Upon receipt of the notification, the requesting Member's Account will be deactivated, and they will lose their membership status and, as a result, all their Points and benefits.

To process the withdrawal from the Programme of the requesting Member, H10 Hotels may request documentary proof of their H10 Rewards Account Member status. Once the withdrawal from the Programme has been completed, the Account cannot be reactivated. 

8.2 H10 Hotels may expel a Member and/or joint holder from the Programme and immediately cancel their Account and the benefits derived from it, without prior notice, in the event of:

(i) failure to comply with the current General Conditions of the Programme;

(ii) failure to comply with general obligations as guests, especially those relating to the payment of services and accommodation; 

(iii) inappropriate, disrespectful, fraudulent, abusive, offensive or hostile behaviour, whether physical, verbal or written, towards H10 Hotels, its guests, employees or collaborators;

(iv) non-compliance with the applicable legal system; 

(v) circumstances of force majeure or legal, governmental or other impositions that make it necessary to cancel the Programme; and 

(vi) Reasons relating to H10 Hotels' business strategy.

Expulsion by H10 Hotels indefinitely disqualifies the expelled Member from reapplying for membership in the Programme. 

8.3 Termination and/or cancellation of the Member Account implies the loss of all Points and Programme benefits. 

8.4 Since participation in this programme is free for the Member, the Member expressly waives the right to claim damages from H10 Hotels for the termination and/or cancellation of their Account.

9.1 Membership in the programme entails the processing of personal data that the Member provides when requesting registration, as well as data that they voluntarily add to their profile within the Member Account during their participation in the programme. 

The personal data collected includes first and last names, national identity document or tax identification number, date of birth, email address, telephone number, postal address, gender, nationality, and country of residence.

9.2 The Member's personal data will be processed for the following purposes: 

• To manage registration, maintenance, and participation in the programme
• The earning and redeeming of points and other benefits associated with membership
• Handling information requests and managing incidents
• Managing the sending of personalised commercial communications from the programme via electronic means
• Conducting satisfaction surveys and statistical analyses to improve the quality of services
• Ensuring the security of the programme, preventing fraud, and protecting the rights of the Partners
• Compliance with applicable legal obligations 
• Protecting the legal rights and interests of H10 Hotels against possible claims or requirements from competent authorities

9.3 The legal basis for processing personal data varies depending on the purpose for which it is used: 

• Execution of the contractual relationship: to manage registration, maintenance and participation in the programme, administer the obtaining and redemption of Points and other benefits associated with the status of Member and to attend to your requests for information and incident management. 
• Partner Consent: for sending communications about news, offers and promotions of the programme. 
• Legitimate interest: To prevent fraud and ensure the security of the programme, conduct satisfaction surveys and statistical analyses to improve the quality of services, and protect the legal rights and interests of H10 Hotels against possible claims.
• Fulfilment of a legal obligation: to comply with applicable legal obligations and to respond to information requests from competent authorities.

9.4 The data processed by H10 Hotels may be made available to other companies in the H10 Hotels Group for the purposes indicated above. Likewise, they may be communicated to the corresponding Public Administrations in the cases provided for by law. The recipients indicated in this section may be located within or outside the European Economic Area. In the latter case, international data transfers are duly legitimised by Standard Contractual Clauses or other similar mechanisms or guarantees. 

9.5 The Member has the right to request access to, rectification and erasure of their personal data that is no longer necessary for processing, to restrict processing or object to the processing of their personal data, and to request that a copy of their personal data be provided to them in digital format. 

You can contact the Data Protection Officer of H10 Hotels by sending a letter to Calle Numància 185, 1º, 08034 Barcelona or by email to the address dpo@h10hotels.com. You may also lodge a complaint regarding the processing of your personal data with the Spanish Data Protection Agency (www.aepd.es). 

9.6 To learn more about the processing of personal data, please consult the Privacy Policy (https://www.h10hotels.com/es/politica-privacidad) established by H10 Hotels.

10.1 H10 Hotels does not assume any responsibility for lost awards, correspondence, incorrect addresses, delays in receiving Points, etc., nor for the theft or unauthorised redemption of Points as a result of circumstances beyond the ordinary operation of the Programme.

10.2 H10 Hotels assumes no responsibility for errors in description, typographical errors, or errors in rate or Points information sent to Members, and reserves the right to correct them at any time.

10.3 The General Conditions of the Programme, as well as all promotions linked to the Programme, valid at any given time, can be consulted on the website ***. 

10.4 H10 Hotels reserves the right to change the General Terms and Conditions of the Programme, as well as the list of hotels and the services and benefits included in the Programme at any time, after publishing the current terms and conditions that incorporate or consolidate the changes made on the website *** and/or through any other communication channel authorised by the Member.

If the Member does not agree with the changes, they may withdraw from the Programme, upon request, with the consequences set out in general condition 8 of this Programme. 

10.5 H10 Hotels reserves the right to cancel the Programme at any time for internal company business and operational reasons. This fact will be notified to all Members, who will have 12 months from the date of notification to redeem or convert all the active Points shown in their Account. After this period, all Points accumulated by Members will be automatically cancelled, without any right to compensation in favour of the Member, and from that moment onwards, the Member may not claim anything from H10 Hotels.

The Programme shall be cancelled without prior notice and without any liability, and the provisions of this point shall not apply, if at any time circumstances of force majeure or legal requirements arise that prevent its continuation or development.

10.6 If any provision of these General Terms and Conditions of the Programme or the application of any provision is deemed illegal, invalid or unenforceable, in whole or in part, under any law, that provision or part thereof shall be deemed not to have been included, but the legality, validity and enforceability of these General Terms and Conditions in relation to other persons or in other circumstances shall not be affected.

10.7 The General Terms and Conditions of the Programme are governed by the regulations currently in force in Spain in this area and, for any issue that may arise in relation to the interpretation and application of these General Terms and Conditions, the parties expressly waive any jurisdiction that may correspond to them and submit to the jurisdiction of the Courts and Tribunals of the city of Barcelona (Spain).

10.8 These General Terms and Conditions are valid from 1 December 2025.