General Terms and Conditions – Dreamplace Club

Dreamplace Club is the international loyalty program of Dreamplace Hotels and Resort, S.L., Calle Fernando López Arvelo s/n 38670 Costa Adeje Tenerife, effective as of 30 June 2026. It is an open and free program designed to reward the loyalty of individual and self-employed Holders who book through the website www.dreamplacehotels.com, the Flight + Hotel website bookingtravel.dreamplacehotels.com, our customer service center, and the hotel Reception, by offering high-value benefits, content, and communications that will enhance their Dreamplace experience before, during, and after their stay.

Access to the Dreamplace Club Program and conducting operations through the website www.dreamplacehotels.com/en/dreamplace-club and the Dreamplace telephone booking service (0034 922 979 281) implies the acceptance of the following conditions of use:

• To accept the privacy policy of the Dreamplace Hotels and Resorts website.

• In order to restrict access via the website www.dreamplacehotels.com to confidential information regarding the Dreamplace Club Program account so that it can only be known by or with the consent of the Holder, the prior mandatory entry of their personal details (first name, surname, country, date of birth, a unique and personal email address, as well as a password) will be required. A contact telephone number and consent to receive commercial communications are optional.

• In the event of a forgotten password, the Holder can request for it to be resent to the email address specified as their username. To do so, they must visit the website www.dreamplacehotels.com, access the Dreamplace Club area, and click on the option: "Forgot your password?"

• The Holder shall be responsible for safeguarding the chosen password. Dreamplace Hotels and Resorts will not be liable for the consequences of any potential unauthorized use of the customer's access password by a third party.

Dreamplace Club is our loyalty program, designed to reward your loyalty to Dreamplace Hotels & Resorts. We want every experience with us to be exceptional, which is why we created this club—to adapt to your travel style and offer you unique discounts and benefits with your stays.

All users who are registered in our Dreamplace Club loyalty program through our website www.dreamplacehotels.com, the Flight + Hotel website bookingtravel.dreamplacehotels.com, our customer service center, or the hotel Reception can benefit from these exclusive advantages.

The benefits will be automatically applied to the booking holder who is registered in Dreamplace Club at the time the booking is made. If you are part of a booking as a guest but are not the main booking holder, you can notify our reception team upon arrival at the hotel; we will register you in the club if necessary and add the points from your stay to your Dreamplace Club customer area.

Please note that upon arrival at the hotel, ID documents will be checked to verify that the Dreamplace Club program holder is the person staying under the booking. This will not apply in specific cases where the holder's absence is documented and justified, such as for medical reasons. If Dreamplace Hotels & Resorts detects that a Dreamplace Club account holder has made bookings for third parties, it reserves the right to apply the rate without the discount and/or benefits and to terminate their participation in the loyalty program.

Likewise, the condition described above will apply to bookings of multiple rooms where the holder has made said bookings using their Dreamplace Club profile; therefore, only the holder and the guests staying in the same room will be able to enjoy the discounts and accumulated benefits, excluding the remaining guests staying in the other rooms who, due to their own loyalty level, are not eligible for the booking holder's conditions.

We would like to inform you that in order to obtain the best conditions and benefits as a company or organization, our portal for professionals, Dreamplace Club Agencies, is at your disposal.

Each Holder participating in the Dreamplace Club Program will be able to access a private area within dreamplacehotels.com where the corresponding transaction details of bookings made through the website www.dreamplacehotels.com, the Flight + Hotel website bookingtravel.dreamplacehotels.com, our customer service center, and the hotel Reception affecting their accumulated points, level, and booking history will be reflected.

1. The account will remain active as long as the customer does not choose to unregister from the program.
2. The Holder may, at any time, request and obtain voluntary cancellation from within their personalized area.
3. The booking histories, levels, and points generated by a Holder cannot be transferred to another Holder's account.
4. No changes of account holders are permitted.

Bookings that generate new points in the Dreamplace Club Program account will begin to be counted once the Holder has registered in the Program and has previously logged in or identified themselves as a Dreamplace Club Program Holder. The accumulated history for our customers will include bookings made over the last 10 years with the Dreamplace Hotels & Resorts chain.

Bookings made by persons other than the Dreamplace Club account Holder will not accumulate points in the Holder's Dreamplace Club program account.

Following the Club update on 30-06-2026, only bookings made by the Dreamplace Club account Holder through the website www.dreamplacehotels.com, the Flight + Hotel website bookingtravel.dreamplacehotels.com, our customer service center, and the hotel Reception—subject to prior login or identification in Dreamplace Club—will count towards the calculation of Dreamplace Club points and levels, potential discounts, advantages on bookings, and the application of stay benefits. The calculation of accumulated points and the user's tier level will be updated daily, within a maximum period of 24 hours from arrival at the hotel. Extra charges paid by guests during their stay will also be converted into points, provided that these extras are charged to the room. These points will be credited to the account of the Dreamplace Club account holder(s) staying in the room where the aforementioned consumptions or contracted extras are registered.

If a booking has been generated without prior login or identification in Dreamplace Club, Dreamplace Club benefits will not be applied during the stay, and it will not be automatically taken into account in the Program account for level calculation. Even so, the unregistered Holder may accumulate the stay calculation in their account under the following specifications:

• The booking must belong to a hotel within the current portfolio of Dreamplace Hotels and Resorts.

• The email and the name of the Booking Holder must match those of the Dreamplace Club account Holder into which the booking is to be imported.

Considerations and exceptions regarding bookings counted in the Dreamplace Club account:

• In the event that two or more bookings with consecutive dates are made under the Holder's account at the same hotel (where the departure date of one booking is the same as the arrival date of the next), only one booking will be taken into account for the Program's stay counter and the consequent points awarded for it. However, the total amount spent during the stay will be considered for the calculation of the accumulated points in the program.

• In the event that two or more bookings with the same dates are made under the Holder's account at the same hotel, only one booking will be taken into account for the Program's stay counter and points awarded for it, corresponding to the booking and room in which they actually stay. Likewise, the total amount generated in more than one concurrent booking will not be taken into account, only that of the room in which the Dreamplace Club account holder is staying.

• In the event of a "no show" (failing to arrive at the hotel to enjoy the booked stay), no points will be accumulated in the account of the Dreamplace Club holder(s) who were scheduled to stay. Furthermore, points cannot be earned for this reason even if, under the terms of the booked rate, there is a financial penalty involving a previously prepaid amount.

• In the event of checking out of the hotel on the same day as the arrival date, no points will be accumulated for either the stay or any potential paid or prepaid booking amount.

• In the event of checking out of the hotel before the contracted and scheduled departure date, no points will be accumulated for either the stay or the booking amount, unless the early departure can be justified by an accepted documentation at Dreamplace Hotels & Resorts regarding a medical emergency.

Dreamplace Club is made up of 5 levels.

These levels correspond to a scale of accumulated points and completed stays, as presented below:

The points generated will be earned based on 3 criteria:

1. Registration in Dreamplace Club: This awards the Dreamplace Club account holder 200 points and grants access to Level 1, CRYSTAL, allowing them to enjoy the benefits of the first level from that very moment. If the customer already has a history of completed stays at our hotels, the accumulated points from the last 10 years and the corresponding level derived from bookings made through our direct booking channels (website www.dreamplacehotels.com, Flight + Hotel website bookingtravel.dreamplacehotels.com, our customer service center, and the hotel Reception) will be reflected in their loyalty area.

2. Checking in at one of our hotels: For each stay at one of our hotels, Dreamplace Club account holders listed on the booking will be awarded 200 points.

3. Payment of the accommodation amount, board basis, or other consumption or extras derived from the stay at the hotel: In the case of a prepaid booking at the time it is made, these points will only be counted at the time of check-in at the hotel.

These points and the described tier modifications will be reflected and accumulated in the account of the registered holder(s) on said booking within a maximum period of 24 hours.

Customers can check their progress at any time through their private Dreamplace Club area, available on the official website via login or identification. In addition, periodic communications will be sent via email or through the Dreamplace Club private area itself to keep the customer informed about their status and progress within the program.

Dreamplace Hotels and Resorts offers its Dreamplace Club Holders a comprehensive package of advantages depending on their tier level in the Program, which can be viewed on the website www.dreamplacehotels.com/en/dreamplace-club.

In order to benefit from the exclusive advantages of the Program, the Holder must be registered in Dreamplace Club and make the booking through the website www.dreamplacehotels.com, the Flight + Hotel website bookingtravel.dreamplacehotels.com, our customer service center, or the hotel Reception.

The exclusive advantages are intended solely and exclusively for the Dreamplace Club Holder as the main booking holder. Therefore, it is necessary for the Holder of the account in the Program to make the bookings, subject to prior login or identification in Dreamplace Club. In the event of a multiple-room booking, the advantages will apply solely and exclusively to the room in which the Holder stays, and will not apply to the other rooms included in the booking. Guests in rooms where the club benefits holder is not staying must pay the corresponding booking amount without any associated discounts and may not, under any circumstances, enjoy the Club benefits held by the loyalty account holder.

The benefits associated with the Program vary according to the Holder's level:

• Crystal: Accommodation booking with up to a 15% discount.

• Silver: Accommodation booking with up to a 20% discount.

• Sapphire: Accommodation booking with up to a 22% discount.

• Platinum:

  • Accommodation booking with up to a 25% discount.

  • Late checkout until 14:00 upon request when completing the online pre-check-in and subject to hotel availability on the day of departure.

  • Room number booking with a 50% discount and subject to hotel availability on the day of arrival.

• Diamond:

  • Accommodation booking with up to a 27% discount.

  • Late checkout until 16:00 upon request when completing the online pre-check-in and subject to hotel availability on the day of departure.

  • Free room number booking and subject to hotel availability on the day of arrival.

Application of benefits: If the booking is made through direct channels, the benefits corresponding to the account holder's Dreamplace Club level will be applied automatically, provided that they have previously logged into the Dreamplace Club area or identified themselves during their booking.

To enjoy the direct booking benefits (such as the additional discount on accommodation bookings) or exclusive benefits during the stay, it is essential to follow these steps according to the direct booking channel: website www.dreamplacehotels.com, Flight + Hotel website bookingtravel.dreamplacehotels.com, our customer service center, or hotel Reception.

• Bookings on the website www.dreamplacehotels.com: Log into the Dreamplace Club area.

• Flight + Hotel website bookingtravel.dreamplacehotels.com: Log into the Dreamplace Club area.

• Bookings via our customer service center: Identify yourself as a Dreamplace Club customer when making the booking.

• Bookings via our hotel Reception: Identify yourself as a Dreamplace Club customer when making the booking.

Additional conditions:

• Only a single Dreamplace Club benefit package applies per stay, regardless of the number of rooms in the booking.

• Benefits only apply to the room in which the account Holder stays.

Specifications of certain Dreamplace Club benefits (limitations):

• Late check-out: Subject to availability. The customer must state their interest in advance. It does not imply a free extension of the board basis. This advantage is available to Platinum and Diamond level customers. It does not exempt the Holder from the obligation to identify themselves with their ID document.

• Discount on room number booking: This discount will be applied at check-in prior to payment for the booking. Said room number booking does not guarantee enjoyment of the specific accommodation chosen through the room selection tool if, due to availability on the day of arrival at the hotel, it is not possible to offer it, as well as unavailability of the desired room for technical and maintenance reasons.

• Booking flexibility: Modify through the Dreamplace Club account profile by accessing the booking.

Dreamplace Club, as the loyalty program of Dreamplace Hotels and Resorts, applies to all Dreamplace Hotels and Resorts properties.

The point history of loyalty account holders will count as long as the customer has stayed at a hotel within the chain's current portfolio, and not previously under a different chain, management, or ownership other than Dreamplace Hotels & Resorts.

However, Dreamplace Club benefits may undergo minor adaptations and/or customisations, as well as exceptions in their application, depending on the operational circumstances of each hotel and over time.

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🇬🇧 Inglés (Británico)

In the event that any fraudulent use or abuse of the Program is detected on the part of a User—including, but not limited to, the manipulation of personal information, making fictitious or fraudulent bookings, attempting to obtain undue benefits through the Program, or the suspicion that a third party is creating accounts on behalf of other people—the hotel company reserves the absolute right to remove the user immediately and without prior notice. Furthermore, the hotel company reserves the right to cancel all accumulated rewards and benefits associated with their participation in the program. The hotel company also reserves the right to take legal action against users who engage in fraudulent or abusive practices.

Without prejudice to the aforementioned cases set forth in these terms and conditions, Dreamplace Hotels & Resorts reserves the right to unregister the Beneficiary from the Dreamplace Club program and therefore cancel the account and all its benefits in the following cases:

1. Making bookings under a Dreamplace Club Holder's account for other people, whether they are Holders or non-Holders, so that they benefit from the Program conditions without the Holder themselves staying during these visits.

2. Where a legal entity is the account Holder and has used it to make bookings for third parties. Furthermore, if a natural person who is not the Holder arrives at the hotel, Dreamplace Club will apply the rate without the program membership discount. In order to obtain the best conditions and benefits as a company or organisation, our portal for professionals is at your disposal.

3. Violation of the Terms and Conditions of the loyalty club: www.dreamplacehotels.com/en/general-conditions-dreamplace-club.

4. Failure to comply with the conditions of the hotel stay.

5. Inappropriate, disrespectful, or offensive behaviour towards Dreamplace Hotels and Resorts, any of its hotels, employees, or customers.

In each of the cases mentioned above, given that the Program is free of charge for the Holder, the Holder expressly waives any claim for damages against Dreamplace Hotels and Resorts arising from the cancellation of their Holder status and/or participation in the Program.

As a member of Dreamplace Club, the holder may receive periodic communications from Dreamplace Hotels and Resorts, which will include exclusive offers and personalized promotions based on their interests, as well as important updates and news about the program.

• Dreamplace Hotels and Resorts reserves the right to modify, in whole or in part, these General Conditions.

• The Holder can change their personal data within the Dreamplace Club private area.

• The Holder can unregister from the Program within the Dreamplace Club private area at www.dreamplacehotels.com.

I.- Who is the data controller for your data? Dreamplace Hotels & Resorts, which is made up of the following companies:

• Dreamplace Hotels & Resorts, S.L.U CIF B38039145 – Avda. Alcalde Walter Paetzmann, 38670; Santa Cruz de Tenerife

   

• Dreamplace Gestión S.L.U CIF B76748755 – Avda. Alcalde Walter Paetzmann, 38670; Santa Cruz de Tenerife

   

• Dreamplace Lanzarote S.L.U CIF B76748821 – Avda. Alcalde Walter Paetzmann, 38670; Santa Cruz de Tenerife

   

• Ziday Inversiones S.L CIF B76689264 – Avda. Alcalde Walter Paetzmann, 38670; Santa Cruz de Tenerife

Personal data protection contact: [email protected]

II.- For what purpose and on what lawful basis do we process your data? The purpose of this processing is to manage bookings and those services requested or used by the User. At the time the data is requested, the form will inform you of the precise purpose of the collection, the specific data controller, and any possible specific conditions that may affect you.

When collecting data, the voluntary or mandatory nature of the information will be indicated. Refusal to provide data marked as mandatory will result in the non-provision or the impossibility of accessing the service for which it was requested. The data processed when contracting services are grouped into the following categories:

• Identification data: name, surnames, ID card or Passport, Image.

• Contact data: Postal address, mobile phone number, email address.

• User identification codes or passwords on the website.

• Personal characteristics data: date of birth, gender, nationality.

• Preference data.

• Bank card details, necessary to make or guarantee the booking, as well as to pay for the stay or associated services.

• Other data: food allergies, special accommodation or dietary requests, etc.

If you authorise it, automated decisions may be carried out based on your provided personal data in order to send you personalised communications about promotions, advantages, and new services from Dreamplace Hotels & Resorts based on your profile.

Below are the main purposes for which Dreamplace Hotels & Resorts may collect its Users' personal data on this Website:

• Booking, check-in, and hotel stay: The purpose of this processing is to manage your booking, check-in, your stay at our hotels, and the requested derived services. We will also send you a satisfaction survey to evaluate your stay and our hotel services.

• Loyalty program: The purpose of this processing is to manage the operation of the program itself, which customers join voluntarily via prior, express consent, to provide a better service as a customer, and to send you information regarding the loyalty program.

• Communication of offers and promotions: The purpose of registration is to send you commercial information, via email or calls from our Call Centre, regarding Dreamplace Hotels & Resorts products and services. Registration in the distribution list is voluntary through the prior, express consent granted by the customer. If you have not registered on the distribution list and wish to stay informed about our offers and promotions, you must tick the corresponding box on the booking form to authorise us to provide this information. Information may be sent using electronic means such as email or calls from our Call Centre.

• Prize draws: The purpose of this processing is to manage participation in the prize draws and promotions of Dreamplace Hotels & Resorts in which the user registers. The personal data of the winners may be published on Dreamplace Hotels & Resorts communication channels. Participation will be carried out via the draw registration form or authorization included in other means that allow participation in draws (service satisfaction survey or others). The legal terms of the draw, available on the registration form, will detail the processing of personal data and the remaining conditions of participation.

• Video surveillance: We will process your data for the purpose of guaranteeing the safety of property, facilities, and the individuals working or staying at the Hotel.

Lawful Basis (Legitimation) The lawful basis for processing will depend on the specific personal data processing. Thus, when it relates to booking management, check-in, and the hotel stay, it will be based on the existing contractual relationship. When it involves registering for the loyalty program, sending you information about our services, offers, and promotions, or participating in prize draws, the basis will be the prior and express consent you provided in the corresponding form. And when it refers to video surveillance, the basis will be the legitimate interest of Dreamplace Hotels & Resorts.

III.- How long will we keep your data? The personal data provided will be kept for the period necessary according to the type of personal data processing. Once completed, it will be kept for the corresponding period to comply with legal obligations or for the period required by a judge or court; after this period, it will be destroyed.

IV.- To whom will we communicate your data? Your personal data will not be transferred outside the European Economic Area, nor to countries that do not have the level of compliance required by legislation, without your prior express authorisation.

V.- What are your rights when you provide us with your data? You may exercise your rights of Access, Rectification, Erasure (Right to be Forgotten), Objection, Portability, and Restriction of Processing.

• Access your data: request what data we hold and how we use it.

• Rectify your data: request the modification or rectification of inaccurate data.

• Erase your data: request that your data be deleted.

• Restrict processing: request that your data be kept only for legal requirements.

• Object to processing: request that we do not make a specific use of your data.

• Data portability: request that we provide your data in a compatible format so you can hand it over to a third party providing a service.

To do so, you may write to Dreamplace Hotels at the following address: Avenida Walter Paetzmann, S/N, specifying the right requested, accompanied by an identification document (ID card, Passport...). If acting via a legal or voluntary representative, you must also provide a document proving representation and their identification document. Alternatively, you may contact the data protection officer at [email protected].

Furthermore, if you consider that Dreamplace Hotels & Resorts has breached any provisions set forth in Regulation (EU) 2016/679 (General Data Protection Regulation) and/or Spanish Organic Law 3/2018 on Personal Data Protection and Guarantee of Digital Rights, you have the right to lodge a complaint with the Spanish Data Protection Agency (www.aepd.es) or another competent supervisory authority.