These General Terms and Conditions govern the online purchase of spa, massage and experience vouchers offered on www.hotelneptunovalencia.com. They are supplemented by the information on the selected option and by the Payments, Cancellations and Refunds Policy.
Purchases must be made by a person with legal capacity to enter into contracts. The buyer is responsible for correctly providing the data needed to process the order and send the voucher.
These terms apply to vouchers and experiences sold through the website shop. Accommodation bookings made through the booking engine are governed by the conditions of the rate and the information provided during that process.
Before purchasing, please review the description of the selected option: service included, number of people, duration, price and any restrictions. For packages that include food and drink, the content stated in the chosen offer will apply. Additional services or items not included must be purchased separately, and their price will be communicated before you accept them.
Purchasing an undated voucher does not automatically reserve a day or time. To use it, you must first arrange the service through the channels indicated on the website or on the voucher itself, subject to availability.
Prices are expressed in euros. Before you confirm the order, the total price will be shown, including applicable taxes and any mandatory costs. Optional supplements will require express acceptance.
The applicable price will be the one shown and accepted when making the purchase. Subsequent changes to rates will not alter the content of a voucher already purchased and will not in themselves justify a supplement for the contracted service.
Before submitting the order, you can correct the data entered and review the selected option. If you notice an error afterwards, please contact reservas@hotelneptunovalencia.com as soon as possible, stating the order reference.
The purchase process is conducted in Spanish. The contract is concluded when the hotel accepts the order and confirms payment; the confirmation will be sent to the address provided. If payment is not completed, the order will not be considered paid and the voucher will not be activated.
The voucher is sent automatically in PDF format to the email address provided during the purchase, once payment has been confirmed. Delivery is electronic and does not require physical shipping.
If you do not receive the email, please check your spam or junk folders. If you still cannot find it, contact the hotel stating the order reference so that its status can be checked and, if appropriate, the voucher resent.
Keep the confirmation and the PDF, and protect the voucher code against unauthorised access. The hotel will check its validity and redemption status when it is redeemed.
Where a voucher is subject to a date or validity period, this condition must be stated on the product page or offer before purchase and will be shown on the voucher. The validity period stated and accepted at the time of purchase will apply. No expiry periods that were not communicated before purchase will be imposed afterwards.
Whether the voucher may be used by another person, the service changed or an extension requested should be checked with the hotel. Any change must be confirmed before the voucher is used and may depend on the features of the offer and on availability.
To arrange your visit, you can contact +34 963 567 777 or reservas@hotelneptunovalencia.com. The date and time will be reserved once the hotel confirms the appointment.
The rules of use and safety for the facilities published on the Massages and Spa & Gym page must be observed. In particular, access to the thermal area is not permitted for under-16s. Please check the access conditions before buying a voucher for someone else.
If you need information on whether the facilities or a service are suitable for your circumstances, please ask the hotel before purchasing. Safety or access restrictions do not remove the rights that apply when the hotel is unable to provide a contracted service.
Cancelling a purchase, changing an appointment and the legal right of withdrawal are different matters. How they are handled is explained in the Payments, Cancellations and Refunds Policy.
Penalties for changes, cancellations or no-shows may only be applied where they have been clearly stated before purchase and comply with consumer protection regulations.
The hotel will keep the order documentation for the applicable periods. The buyer may save and print these terms and request a copy of the documentation for their purchase by writing to reservas@hotelneptunovalencia.com.
Confirmation of the contract and the required information will be provided on a durable medium, such as email or an attached document. Subsequent changes to a web page will not alter the terms accepted for previous orders.
You can request an invoice by providing the necessary tax details. Electronic invoices will be issued with the consumer's required consent, which may be revoked. A paper invoice may be requested free of charge. Corrections will be processed in accordance with invoicing regulations.
If the voucher does not match what was purchased, does not work or there is a problem with the service, please contact the hotel stating the order reference and a description of the problem. The request will be handled in accordance with the applicable regulations and without limiting consumer rights through notice periods not provided for by law.
Complaints can be sent to reservas@hotelneptunovalencia.com, by phone on +34 963 567 777 or to the address indicated in section 1. Users may request the official complaint forms.
You can also consult the complaints procedure for tourism services of the Generalitat Valenciana, without prejudice to any other administrative or judicial channels available to you.
Personal data will be processed in accordance with the Privacy Policy. Purchasing does not automatically subscribe you to marketing communications.
Spanish law will apply, without depriving consumers of the protection afforded to them by any applicable mandatory rules. Disputes will be submitted to the competent courts in accordance with the rules on jurisdiction and consumer protection.
These terms may be updated for future purchases. Each order will be governed by the version in force and communicated at the time of purchase, without prejudice to applicable mandatory rules.
Last updated: 12 November 2026.
