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Terms & Conditions

1. Use of the Waylo platform

1.1. Thank you for using Waylo. Our Waylo platform (“Waylo”) is available to a user (“User” or “You”) that has created a user account to enable You to view prices and book hotels, subject to these general terms and conditions (“T&Cs”). When You make a booking on Waylo or use Waylo in any other way, You acknowledge that You have accepted these T&Cs.

1.2. Waylo is operated by Vacaciones eDreams, SL, duly incorporated in Spain and registered in the Trade Registry of Madrid with registered office address is at Calle Conde de Peñalver, 5, - 1º Ext. Izq., 28006, Madrid Spain and with Tax ID number B-61965778 (hereinafter referred as “we”, “us” or “our”). We are an IATA Accredited Agent. Notwithstanding the above, in some cases we may use services provided by our related company Opodo Limited whose registered office address is at 26-28 Hammersmith Grove, London W6 7BA, United Kingdom; with VAT Number GB-766445988, who would act as the collection agent on our behalf. Notwithstanding the above, if You are a consumer who pays the booking with a credit or debit card issued by a financial institution which is established in the US, our subsidiary eDreams LLC will act as the collecting entity on our behalf and will therefore be your agent in respect of your booking. eDreams LLC is a Delaware limited liability company, with business address at 3390 Mary Street Suite 116, Coconut Grove, Florida 33133, USA; it is registered as Seller of Travel in the following states: California CST2121263-50; Florida: ST38821; Iowa: 1293; Washington UBI: 603615148. Registration as a seller of travel does not constitute approval by the state of California. California law requires certain sellers of travel to have a trust account or bond. eDreams LLC has a surety bond issued by the prosur group in the amount of $25,000. eDreams LLC is not a participant in the Travel Consumer Restitution Fund (TCRF).

1.3. You acknowledge that you are of legal age (being of at least eighteen years old), having the necessary legal capacity to decide and bind yourself through an agreement and to use Waylo in accordance with these T&Cs, which you understand and acknowledge in full. You shall be responsible for safeguarding any passwords provided by us in order to enter Waylo, and guarantee that no unauthorized third parties shall gain access to them. You declare that all information provided by You in order to enter Waylo, before and during use, is true, complete and accurate and warrant keeping this information updated.

1.4. Waylo is solely and exclusively for the User’s personal use. It is prohibited to modify, reproduce, duplicate, copy, distribute, sell, resell, or exploit it in any way for commercial ends or equivalent purposes.

1.5. You agree to not use Waylo for illegal or improper purposes. In particular, You accept that the services purchased through Waylo are for Your own use or consumption, or for the use and consumption of the persons in whose name You are legally authorized to act. The User may not resell the services purchased through Waylo to third parties. We reserve the right to deny access to Waylo at any moment with no prior notice.

2. How Waylo works

2.1. Through Waylo, we offer search and comparison services of accommodation services which are offered by Hotel Suppliers, as well as mediation services which enable the Users to actually purchase travel services in accordance with their preferences and choices. A purchase on Waylo means that You make an order to us to acquire accommodation services from third parties for You, which implies a payment obligation. When You purchase accommodation services through Waylo, You will enter into two agreements: (a) one agreement between You and the Hotel Supplier(s) relating to the provision of the accommodation service(s) required and (b) one agreement between You and us relating to the provision of a mediation service. Unless expressly indicated, we act as an Agent for You and do not enter into any contractual relationship with You and/or the Hotel Supplier relating to the services that You purchase on Waylo.

2.2. The term “Hotel Supplier” includes, as appropriate, hotels, hotel chains, hotel aggregators, travel agents and affiliates that provide inventory to us.

2.3. Waylo may contain links or redirections to third parties’ websites where the related accommodation services are offered. These links or redirections may address to a totally independent website or to a micro website technologically managed by Us, depending of the current commercial partnerships at each moment. In both circumstances, if You purchase some product or service there, You will be bound by a direct agreement with the relevant Hotel Supplier, without mediation by Us. As a consequence, You will have to accept and apply the terms and conditions imposed by such Hotel Supplier.

2.4. We will assist You to purchase accommodation services, providing to You with mediation services and therefore acting on Your behalf with the Hotel Supplier(s). It is important to note that Your accommodation service(s) will be subject to the terms and conditions of each Hotel Supplier. We encourage You to check and read carefully the terms and conditions from each Hotel Supplier before purchasing its products or services. Cancellations and modifications and any related fees and penalties are dealt with below at Paragraphs 4.3 and 4.4.

2.5. By using Waylo to purchase accommodation Services, You authorize us to act as Your agent during the purchasing process with the corresponding Hotel Supplier(s), as well as for the payment of the products or services on Your behalf, to the extent as necessary, in order to ensure that the transaction between You and Your Hotel Supplier(s) is performed correctly. We will provide You with all necessary information, including total price of Your purchase before You will be bound by any agreement and/or any payment obligation. HOWEVER, IT IS IMPORTANT TO NOTE THAT HOTEL SUPPLIERS MAY CHARGE ADDITIONAL MANDATORY FEES THAT MAY BE LEVIED ON CHECK-IN/CHECK-OUT THAT HAVE NOT BEEN COMMUNICATED BY THE HOTEL SUPPLIER TO US. SEE PARAGRAPH 3.2 FOR INFORMATION ON SUCH ADDITIONAL FEES (“ADDITIONAL FEES”).

3. Making a booking

3.1. When you perform a search on Waylo and select a hotel you will see Our price, and you will also see a strikethrough price for comparison purposes that shows You the online price for that same hotel for the same search criteria. We do our best to show you the most up to date information on the Hotel Supplier’s availability and the lowest available price. Please refer to Paragraph 7 for our Best Price Guarantee.

3.2.The total price of your order with the appropriate breakdown will be displayed once the search process, price comparison and selection have been completed and, in any case, before You finalise the booking by clicking on “Reserve and Pay Now”. Prices are displayed based on the daily calculated rates that are offered, and the information regarding applicable taxes that is provided by Hotel Suppliers and can therefore vary on a daily basis. The price breakdown shown on Waylo is based on the information provided to us by our Hotel Suppliers and is therefore an estimate. The Hotel Suppliers are responsible for remitting any taxes levied on you to the appropriate governments. SOME HOTEL SUPPLIERS CHOOSE NOT TO COMMUNICATE SOME MANDATORY FEES TO US (THE ADDITIONAL FEES REFERRED TO AT PARAGRAPH 2.5 ABOVE), AND SO THESE CANNOT BE INCLUDED IN THE BOOKING PROCESS ON WAYLO. WHEN THIS HAPPENS IT IS OUTSIDE OF OUR CONTROL, AND THE HOTEL SUPPLIER WILL CHARGE YOU ON CHECK-IN/CHECK-OUT. ADDITIONAL FEES MAY INCLUDE BUT ARE NOT LIMITED TO RESORT FEES, DESTINATION FEES, OR TOURIST TAXES DEPENDING ON THE HOTEL.

3.3. When You have completed Your purchase order by clicking “Reserve and Pay Now”, You will receive an order confirmation email, containing the summary of all details of Your order, as a confirmation that Your order has been entered correctly in our system and that Your payment will be processed. Our obligation to process Your purchase order is subject to having received Your payment in full. You will receive a second email approximately 72 hours prior to check-in, confirming that your reservation has been properly processed and that Your payment has been received in full. This email will contain the Booking ID number. In the event that, for any reason beyond our influence, Your order, partially or in full, cannot actually be processed, we will immediately contact You. Please also refer to Paragraph 5 in respect of Payment Methods and specifically Paragraph 5.2 and 5.3.

3.4. Please note that some Hotel Suppliers request that we wait to submit the names and details of guests seven days prior to check-in. In these circumstances, your room is reserved, but your details may not be registered with the Hotel Supplier. If you have any concerns, please contact us via Customer Care.

3.5. In limited circumstances we may facilitate a booking that can be paid in full at the `````hotel in question. This can be done by way of our Customer Service.

3.6. We reserve the right to cancel Your order in the event that we can reasonably believe it is fraudulent – i.e., the payment method is not legally valid and/or you are not the legal owner of such payment method, among others. Under these circumstances, we will attempt to contact You, using the email address provided by You during the booking process, or through your bank. If we cannot contact You or your bank, your order will be automatically cancelled for security reasons.

3.7. In accordance with the EU Directive on eCommerce and their local transpositions, as applicable, we inform You that the order confirmation email is the proof of Your contractual relationship with us. This document will be filed in our records and may be accessed by You at any moment, upon request.

4. Customer Service, Cancellations and Changes

4.1. You can contact our Customer Service team by the following methods: by calling: 001 (929) 207-0021 (Call charges may apply) or 001 (855) 888-3258 (Toll Free within United States) By email: support@thewaylo.com Or you can get help on Waylo's Messenger App or by using our helpdesk.

4.2. The chance to cancel or change Your order made through Waylo will depend on the terms and conditions chosen by You when you made Your selection. If You are unsure if You can change or cancel Your order You can ask us by way of our Customer Service.

4.3. If Your Order is subject to Free Cancellation, then details of the cancellation deadline will be contained in your order confirmation email. If You are not sure, You can contact our Customer Service for assistance. If you avail of the Free Cancellation within the prescribed time period, you will not incur any cancellation fees. If you do not cancel before the prescribed time limit, and fail to check-in at the designated check-in time you will be considered a no-show and the cancellation fee will equate to 100% of the order price. The Hotel Supplier’s policies will apply in terms of keeping the room available for you beyond the check-in time.

4.4. You may also elect to avail of optional services (“Optional Services”) at the hotel such as parking, extra beds, or upgraded facilities which could imply additional fees not contemplated or included in the original booking (“Optional Services Fees”). Should you wish to enquire about the availability of Optional Services in advance, You may do so by way of our Customer Service. We will convey your request and preferences to the Hotel Supplier(s), but it will be necessary to wait for the Hotel Supplier(s) to come back to us with confirmation. As a consequence, we expressly inform You that it may not be possible to facilitate every particular Optional Service request. Where a Hotel Supplier does confirm that such a request can be facilitated, we will inform you of any applicable Optional Services Fees that may apply and should you choose to avail of the Optional Services subject to the Optional Services Fees, these will be charged by the Hotel Supplier to You on check-in/check-out.

4.5. Should the hotel request that the Optional Services Fees be charged in advance, we will send You a payment link. The Optional Services will only be secured once the payment for same has been received in full.

5. Prices and payment methods

5.1. You will see total price of your order with the corresponding breakdown, once You have selected the hotel You want to reserve, which is before You will be bound by any contract or take any payment obligation.

5.2. In the event that Your order cannot be processed because You use an invalid credit or debit card, We will charge You a deposit of fifty euro (€50) or the equivalent in the chosen currency) and will provide You with instructions to make the payment of Your order effective. Once full payment has been made by You, the additional service fee will be refunded by deducting it from the total price of Your order. Your reservation will not be completed until full payment has been received.

5.3. In the event that any problem arises relating to Your payment, we will contact You within forty-eight (48) hours from your order (or within twenty-four (24) hours if Your reservation is within forty-eight (48) hours) and will instruct You to make the payment effective.

5.4. You can only use the payment methods as listed on Waylo. No other payment methods are accepted by us.

5.5. The total prices which are mentioned to You on Waylo are including VAT (if due at all). Note that specific VAT rules are applicable to the provision of travel services. This means that the amount of VAT included in the price of the travel services, as well as in the mediation fee (if any), depends on the destination of your travel as well as whether you are a private customer or customer with a VAT number.

5.6. Currency rates are based on various publicly available sources and should be used as guidelines only. When paying in a different currency, the conversion rate is determined by the card issuing bank and we can only provide you with an estimate.

5.7. Transaction fees may apply when booking in a foreign country or in a foreign currency. These fees will be applied to the cardholder’s account by the card issuing bank, independent from Us. If you have any questions about these fees or any exchange rates applied to your booking, please contact your bank.

5.8. For security reasons, You will be requested to enter your credit or debit card information each time you make an order. You authorize us to use such information to (i) pay the products or services ordered, and (ii) manage refunds, when appropriate. In all cases, Your payment details will be encrypted in a secure server, according to PCI standards. In circumstances where You have requested Optional Services and the hotel has requested that the Optional Services Fees be charged in advance, we will send You a payment link so that payment can be processed in advance.

5.9. We will also charge You with additional fees for using certain payment methods as stated by the applicable laws, i.e. if You use a corporate card or a tripartite system (American Express or Diners). Please note that our systems automatically detect the payment method which is actually used by You and the corresponding additional fees are charged, if any. Please, note that, If You pay with a credit or debit card which is held by another person than you, we will assume that You have previously requested the permission of the card holder. We reserve the right to send reservation confirmations, e-vouchers and other travel documents exclusively to the card holder.

6. Refunds

6.1. Requests for cancellations are dealt with at Paragraph 4.3 above. Refunds are subject to the Hotel Supplier(s)’ Policies, as the case may be. If You are eligible to be refunded according to such Policies, be informed that Your refund will be processed using the same payment method as used to pay Your order.

7. Best Price Guarantee

7.1. Market conditions are constantly changing therefore our best price guarantee applies only if You find a rate that is lower than the order placed by you on Waylo within 24 hours of placing that order. Please contact us through Customer Care to apply for a refund of the difference between the price of your order, and the lower price that you found within 24 hours.

7.2. In order to qualify for our Best Price Guarantee, the itineraries must be an exact match, this includes but not limited to property, room type, applicable cancellation policy, and dates of travel. Prices from “travel packages” are not eligible to participate in our Best Price Guarantee.

7.3. The Best Price Guarantee only applies to prices available on public websites that can be accessed by all users. It does not apply to prices that are only available to a specific group of users, including but not limited to membership/rewards programs, corporate discounts, email members’ deals, or prices obtained via a bidding process. The lower rate must still be available at the time of claim and cannot be obtained only through a physical call or an email.

7.4. We will conduct a verification process on all claims made and will not accept evidence such as screenshots or recordings from You. If we believe that the information provided is fraudulent, we reserve the right to withhold any refunds at our sole discretion.

8. Passport, visas and health requirements

8.1. YOU SHOULD CHECK ACCURATELY WITH THE RELEVANT EMBASSY ABOUT PASSPORT AND VISA REQUIREMENTS IN ADVANCE. IT IS YOUR RESPONSIBILITY TO BE IN POSSESSION OF A VALID PASSPORT AND, IF APPROPRIATE, A VISA. UNDER NO CIRCUMSTANCES CAN WE BE RESPONSIBLE IF YOU DO NOT HAVE THE RIGHT TRAVEL DOCUMENTS OR PERMISSIONS.

8.2. Every destination has its own requirements concerning entry formalities, vaccinations, etc. and these may also vary depending on the nationality of the passenger. We recommend that You obtain this information before planning your journey. We cannot be responsible for incidents deriving from customers being non-observant of these official requirements.

9. Booking Reservations

9.1. All reservations for hotels made through Waylo are e-reservations and paperless. You will receive Your booking confirmation by email. We understand that the information provided by You is right and accurate, and can therefore not be responsible if your booking confirmation does not arrive to your inbox due to an incorrect email, or goes into your spam folder. Please contact our Customer Care if you do not receive the booking confirmation email.

10. Intellectual and industrial property rights

10.1. All the content of Waylo (including, but not limited to, trademarks, texts, graphics, logos, button icons, images, audio files and software) is owned by Us or its content providers and is protected by national and international industrial and intellectual property laws.

10.2. Any other use of the content on Waylo is strictly prohibited, including its total or partial reproduction, modification, distribution, transmission, subsequent publication, exhibition and/or representation. In particular, any type of use of the images contained on Waylo outside of Waylo is strictly prohibited without our express consent and/or our suppliers.

10.3. Our names and the names of our products, services, graphics and logos are internationally registered trademarks.

11. Changes to T&Cs

11.1. We may amend or update these T&Cs at any moment, without prior notice. The current version of these T&Cs will be the one shown on Waylo at each moment. Please consult the current T&Cs each time You make a booking on Waylo.

12. Applicable law

12.1. These T&Cs shall be constructed and governed by the laws of Spain. However, if You are a consumer and the country or state where you have your habitual residence provides for consumer law in respect to a particular Paragraph, You will additionally enjoy the protection afforded to you by the mandatory provisions of the laws of your country of residence.

12.2. You hereby consent to the exclusive jurisdiction and venue of the Spanish courts in all disputes arising out of or relating to the use of this website.

13. Additional information

13.1. Classification with stars are offered as a general guideline. Please note that rules and criteria can be different between hotels and accommodation establishment of the same class in different countries, and even within the same country. Different countries have different regulations: a 3-star hotel in one country is not necessarily the same as a 3-star hotel in another.

13.2. Check-in/check-out time. Generally guests must register at a hotel or other establishment around 15:00 and check-out by 11:00 local time. Nevertheless, local variations may apply.

13.3. Pictures. We do our best to ensure that pictures of establishments and descriptions of facilities and services that appear on Waylo, as provided by the Hotel Suppliers, are accurate, but we cannot guarantee this is always the case.

13.4. Location. We do our best to offer You the most exact information on a hotel’s map location, as provided by the Hotel Suppliers and/or Google Maps, but we cannot guarantee this is always the case.

13.5. Room types. Pictures and descriptions of room types do not necessarily represent the exact bed configuration of the room. For example, a triple room in North America may consist of a double bed and a single bed or a double room in Austria may consist of two single beds. In addition, there may be an extra charge for supplementary beds or cots. See information on Optional Service Fees at Paragraph 4.4 above.

13.6. Breakfast. Normally, breakfast is not included unless otherwise is specifically stated.

13.7. Local taxes. Some hotels may charge local taxes. See information on Additional Fees at Paragraphs 2.5 and 3.2 above.

14. Liability Disclaimer

NOTHING IN THESE T&Cs SHALL, NOR SHALL BE DEEMED, TO LIMIT OR EXCLUDE OUR LIABILITY FOR OUR FRAUD NOR FOR PERSONAL INJURY OR DEATH CAUSED BY OUR NEGLIGENCE.

THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES PUBLISHED ON WAYLO MAY INCLUDE INACCURACIES OR TYPOGRAPHICAL ERRORS. WE ARE NOT RESPONSIBLE FOR ANY FAILURES CAUSED BY SERVER ERRORS, FAULED INTERNET CONNECTIONS, ANY COMPUTER OR OTHER TECHNICAL DEFECT, WHETHER HUMAN OR TECHNICAL IN NATURE.

IN PARTICULAR, WE AND OUR AFFILIATES DO NOT GUARANTEE THE ACCURACY OF, AND DISCLAIM LIABILITY FOR INACCURACIES RELATING TO HOTEL SUPPLIER PHOTOGRAPHS AND DESCRIPTIONS OF AMENITIES AND FACILITIES. INFORMATION IS PROVIDED BY HOTEL SUPPLIERS. WAYLO AND THE CONTENT IS UPDATED AND CHANGED FROM TIME TO TIME BY WAYLO AND THE HOTEL SUPPLIERS. ALL INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. WE AND OUR AFFILIATES AND OUR HOTEL SUPPLIERS MAKE NO REPRESENTATIONS ABOUT THE SUITABILITY OF THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES CONTAINED ON THIS WEBSITE FOR ANY PURPOSE, AND THE INCLUSION OR OFFERING FOR SALE OF ANY PRODUCTS OR SERVICES ON THIS WEBSITE DOES NOT CONSTITUTE ANY ENDORSEMENT OR RECOMMENDATION OF SUCH PRODUCTS OR SERVICES BY US.

WE (AND OUR AFFILIATES AND HOTEL SUPPLIERS) HEREBY DISCLAIM ALL WARRANTIES, AND CONDITIONS WITH REGARD TO THIS INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES, INCLUDING ALL IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

OUR HOTEL SUPPLIERS ARE INDEPENDENT CONTRACTORS AND ARE NOT OUR AGENTS OR EMPLOYEES. WE ARE NOT LIABLE FOR THE ACTS, MISREPRESENTATION, WARRANTIES, BREACHES, ERRORS OR OMISSIONS OF OUR HOTEL SUPPLIERS OF ANY KIND, OR RESPONSIBLE FOR ANY PERSONAL INJURIES, DEATH, PROPERTY DAMAGE OR OTHER DAMAGES OR EXPENSES RESULTING THEREFROM.

WE HAVE NO LIABILITY AND WILL MAKE NO REFUND IN THE EVENT OF OVERBOOKING, CANCELLATION BY THE HOTEL, FORCE MAJEURE, OR OTHER CAUSES THAT ARE BEYOND OUR DIRECT CONTROL. WE HAVE NO RESPONSIBILITY FOR ANY ADDITIONAL EXPENSE INCURRED BY YOU AS A RESULT OF ANY OF THE ABOVE CIRCUMSTANCES. IN NO EVENT WILL WE (OR OUR AFFILIATES OR OUR HOTEL SUPPLIERS) BE LIABLE FOR ANY DIRECT, INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF USE OF WAYLO OR IN ANY WAY IN CONNECTION WITH THE USE OF WAYLO, OR INFORMATION, SOFTWARE, PRODUCTS LINKED TO IT WHETHER BASED ON CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE. THIS EXCLUSION OF LIABILITY MAY NOT APPLY TO YOU SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, AND SO IT SHALL APPLY INSOFAR AS THE LAW ALLOWS.

15. INDEMNIFICATION

You agree to defend and indemnify us and our affiliates, and/or our Hotel Suppliers and any of our/their officers, directors, employees and agents from any claims, causes of action, losses, damages, including fines and penalties or other costs or expenses of any kind or nature (including but not limited to legal and accounting fees):

15.1. Brought by You (or on Your behalf) in excess of the liability described above; 15.2. Or by third parties as a result of 15.3. Your breach of these T&Cs; 15.4. our violation of any law or the rights of a third party; or 15.5. Your use of Waylo.