1. The Program

Sandos4U (hereinafter, the “Program”) is a customer loyalty program owned and operated by EPI Gestión S.L., a company organized and existing under the laws of Spain, with registered offices at Calle Saturnino Calleja 16, 28002 Madrid, Spain, Tax Identification Number (CIF) B-81.890.006, and duly registered with the Commercial Registry of Madrid, in Volume 12618, Section 8, Page 174, Sheet M-201777 (hereinafter, the “Company”).

Participation in the Program shall be governed by these Terms and Conditions, unless and until amended by the Company in its sole discretion.

2. Purpose of the Program

The purpose of the Program is to reward customer loyalty in connection with the hotel operations conducted under the Sandos Hotels & Resorts brand, whether directly by the Company or through properties operated by other entities within the same corporate group or holding structure.

3. Membership Eligibility

Any natural person of legal age may become a member of the Program, provided that they complete all information required by the Company and/or Sandos Hotels & Resorts, and expressly indicate their desire to enroll in the Program by accepting these Terms and Conditions through any communication channel designated by the Company and/or

Sandos Hotels & Resorts (hereinafter, the “Member”).

Enrollment may be completed via the Program’s official website at www.sandos4u.com, the Sandos Hotels & Resorts website at  www.sandos.com, by contacting the Call Center, or in person at any Sandos Hotels property. 

The benefits and privileges offered under the Program are granted exclusively to the Member, unless otherwise specified—on a temporary or permanent basis—by the Company and/or Sandos Hotels & Resorts.

Upon enrollment, the Member is assigned ownership of a personal Sandos4U Account (hereinafter, the “Account”), which grants access to all features and benefits of the Program.  The Account is strictly personal and non-transferable, unless otherwise authorized by the Company and/or Sandos Hotels & Resorts. Any transfer, sale, exchange, assignment, or other unauthorized use of the Account is expressly prohibited.

Violation of this provision, failure to adhere to the Program’s guidelines, non-payment of any outstanding invoice, abusive or fraudulent use of the Program, or any action that may harm or pose a risk to the reputation of any affiliated hotel or property operated under the Sandos brand, the Company, Sandos Hotels & Resorts, or any of their affiliates, shall entitle the Company and/or Sandos Hotels & Resorts to immediately terminate the Member’s participation in the Program. In such event, the Member shall not be entitled to any reinstatement or compensation and hereby waives any and all claims against the Company and/or Sandos Hotels & Resorts arising from such termination.

The Member shall be solely responsible for the accuracy of the personal information provided to the Company and/or Sandos Hotels & Resorts during the enrollment process, as well as for keeping such information up to date. Members may register, update their data, or cancel their participation in the Program through sandos4u.com.

4. Program Benefits, Rewards, and Special Conditions

The Program rewards the loyalty and trust of its members by offering the following general benefits:

(a) Exclusive amenities

(b) Discounts on ancillary and complementary services

(c) Room upgrades in exchange for Coins

(d) Gifts in exchange for Coins

(e) Hotel services, including ancillary and complementary services, in exchange for Coins

(f) Discounted rates based on membership level

(g) Additional benefits, whether on or off Company premises, as expressly communicated to the Member

(h) Any other benefits listed on the Program’s official website at  www.sandos4u.com.

The Company and/or Sandos Hotels & Resorts reserve the right to modify the Program benefits at any time, without incurring any liability. The Company and/or Sandos Hotels & Resorts shall have no obligation other than to publish any such modifications on the official Program website referenced above.

5. Earning Coins

Members may accumulate Coins in the following ways:

(a) Direct Reservations: Members earn Coins when booking directly through the Company and/or Sandos Hotels & Resorts and completing their stay at a participating hotel.  Coins are awarded upon completion of the stay, provided that payment has been made in full using the legal tender of the country where the hotel is located. The Coins earned correspond to a percentage of the total pre-tax amount paid for the stay. This percentage varies depending on the Member’s tier within the Program (refer to the applicable percentage based on membership level). The Coins percentage will not be applied to amounts paid using non-cash equivalents such as Coins, promo codes, discount coupons, or other incentives provided by the Company and/or Sandos Hotels & Resorts. Reservations made through indirect channels do not qualify for Coins. For the purposes of this Program, indirect channels refer to any booking platform other than the Company’s and/or Sandos Hotel & Resorts’ call center or official website.

(b) Members may also earn Coins through other activities as determined by the Company, either on a temporary or permanent basis.

6. Coin Credit Policy

(a) The value of Coins is established as follows:
1 Coin equals 1 U.S. Dollar or 20 Mexican Pesos for hotels located in Mexico                                                                                                                        1 Coin equals 1 Euro for hotels located in Spain These conversion rates may be subject to change based on market exchange rate fluctuations.

7. Membership Tiers

The Program features various membership tiers, determined by the Member’s level of engagement, spending, and frequency of hotel stays. Each tier includes specific benefits and special conditions related to both the accumulation and redemption of Coins, as well as the criteria for advancement between tiers. Full details are available at www.sandos4u.com.

(a) BLUE MEMBER TIER: This is the entry-level tier granted upon initial registration in the Sandos4U Program. BLUE tier benefits apply from the first reservation.

(b) GOLD MEMBER TIER: This tier is granted to Members who, within the previous two years, have either stayed a minimum of 14 nights or completed more than four separate stays at Sandos Hotels & Resorts. GOLD tier benefits become active upon tier upgrade.

7. Coin Claims

If a Member identifies a discrepancy in their Coin balance or notices that Coins from a qualifying stay were not credited to their Account, they may submit a claim through www.sandos4u.com or via the Program’s Customer Service. To process the claim, the Member must provide a copy of the invoice for the stay in question, along with any requested information necessary to resolve the issue. When making a claim via phone, the Member must verify their identity by responding to personal identification questions posed by the service representative.

Claims are subject to a statute of limitations and must be submitted within two (2) years from the check-out date of the stay.  After this period, the Company reserves the right to deny the crediting of the requested Coins to the Member’s Account.

8. Promotional Activities

In the event that promotional offers involving Coins are made available, such promotions shall be governed by their specific terms and conditions.

Each promotion may be subject to an individual expiration date, as specified in the applicable promotional rules.

9. Voluntary Account Cancellation by the Member

A Member may request to cancel their participation in the Program at any time by contacting [email protected]. The Company reserves the right to request identifying information to verify the identity of the individual submitting the cancellation request.

Upon cancellation, the Member shall automatically forfeit all accumulated Coins and/or benefits and expressly waives any right to assert claims against the Company and/or Sandos Hotels & Resorts in relation to such forfeiture.

10. Coin Expiration and Account Termination

Coins accumulated in the Member’s Account shall remain valid for a period of four (4) years, unless otherwise determined by the Company and/or Sandos Hotels & Resorts. The Company reserves the right to modify, cancel, or take any other actions relating to the management of Coins and Member Accounts at its sole discretion.

Once the expiration date is reached, the Coins shall be considered expired and will be removed from the Account without prior notice.

In the event of Program termination, the Member shall automatically forfeit all accumulated Coins and/or benefits and expressly waives any right to bring claims against the Company and/or Sandos Hotels & Resorts in connection with such termination.

11. Disclaimer of Liability

The Company and/or Sandos Hotels & Resorts shall not be held liable for any goods or services marketed or provided by third parties, nor shall they be responsible for lost rewards, misdirected communications, incorrect addresses, delays in the receipt of rewards, or any unauthorized redemption or theft of Coins or the use of rewards arising from circumstances beyond the ordinary operation of the Program.

The Company and/or Sandos Hotels & Resorts reserve the right to correct any errors, including but not limited to typographical mistakes, pricing inaccuracies, Coin miscalculations, and descriptive errors related to the Program.

The Company and/or Sandos Hotels & Resorts shall not be liable for delayed or lost correspondence—whether by physical mail or email—sent to or from the Member, nor for any typographical or descriptive errors in materials provided to Members or published on sandos4u.com, and expressly reserve the right to make corrections.

Sandos Hotels & Resorts further reserves the right to cancel the account of any Member who, in its sole judgment, has engaged in fraud or abuse related to Coins, and may revoke Coins if it determines that the account has been involved in any violation of the Program’s terms or fraudulent activity involving promotions, Coin accumulation, or reward redemption. Coins deposited in error may be removed from the Member’s account without notice.

12. Personal Data Protection

Enrollment in the Sandos4U Loyalty Program involves the processing of personal data, which the Member acknowledges and accepts by submitting their enrollment application. The Member’s personal data will be processed for the purpose of managing enrollment in the Program, as well as for tracking and processing the accumulation and redemption of Coins, based on the Member’s express consent. Additionally, such data may be used to send personalized commercial communications related to the Program by electronic and/or traditional means, based on the Company’s legitimate interest, as permitted by applicable law, unless the Member opts out by selecting the corresponding checkbox or otherwise objects to such processing.

The Member’s data may be shared with entities operating hotels under the Sandos Hotels & Resorts brand, as well as with third-party service providers or partners as necessary to fulfill the purposes stated above, and—where authorized by the Member—to send commercial offers and promotional materials.

Personal data may also be disclosed to government authorities in cases required by law. Data recipients may be located either within or outside the European Economic Area (EEA). Where data is transferred outside the EEA, such transfers will be carried out in accordance with applicable data protection regulations and with appropriate safeguards.

The Member may contact the Data Protection Office at [insert data protection email] with the subject line “Data Protection”, attaching a copy of their valid ID or passport, to exercise their rights to access, rectify, erase, restrict, or transfer their personal data, or to withdraw consent at any time, free of charge. This includes the right to request data portability and/or the deletion of their personal information. Members also have the right to file a complaint with the Spanish Data Protection Agency if they believe their rights have been violated.

13. Program Modification and Termination

The Company and/or Sandos Hotels & Resorts reserve the right to modify the general terms and conditions of the loyalty Program, as well as the scope of products and services associated with it. Any such changes will be reflected on sandos4u.com. Modifications shall, in any case, be communicated to the Member, with the Company and/or Sandos Hotels & Resorts reserving the right to do so through announcements or marketing campaigns that include such communication.

The Program may be terminated at any time at the discretion of the Company and/or Sandos Hotels & Resorts for business, operational, or other reasons. In such cases, reasonable advance notice will be provided to Members. The Program may also be terminated without prior notice or liability in the event of force majeure or legal mandates that prevent its continuation or operation.

14. Governing Law and Jurisdiction

These General Terms and Conditions of the Sandos4U Program shall be governed by the laws of Spain. For any matters related to the interpretation or enforcement of these Terms and Conditions, the parties expressly waive any other jurisdiction that may apply and agree to submit to the exclusive jurisdiction of the competent trial and appellate courts of Madrid, Spain.

15. Reward and Service Redemption Policy

Coins may be applied toward hotel stays, or redeemed for rewards or services during future stays.

Redeemed rewards are issued onsite at the hotel; therefore, to redeem a reward, the Member must have an active reservation at the property associated with the selected reward. All rewards are delivered through the Concierge Desk at the corresponding hotel.