The OMIC continues to provide its services to the public electronically and through the 010 phone service. Claims and enquiries will continue to be preferably dealt with online. For those inquiries or complaints that require face-to-face attention, you must make an appointment in advance on the municipal procedures portal ajuntament.barcelona.cat/cita/omic, by calling 010, or at the Municipal Procedures Kiosk.

Tourist accommodation

The Catalan Consumer Agency makes the following recommendations to consumers wishing to book tourist accommodation:

  • Advertisements and listings for tourist accommodation must include the name, group and category to which they belong (hotel, campsite, rural tourism, tourist apartments or homes for tourist use). They must also state all the services that are usual in the relevant category and are not included in the price of the accommodation.
  • They must inform you of the terms of cancellation before confirming the booking. In Catalonia, if you cancel a booking within 10 days before the planned arrival date, you may be charged a penalty of 25%, 30% or 50%, depending on the length of your stay. If you are travelling outside Catalonia, these terms may vary.
  • If the establishment does not confirm the booking within 24 hours, it is deemed not to have been accepted. If this is the case, contact the accommodation to find out the status of your request.
  • If a booking deposit is requested, the accommodation has 48 hours from the time of confirmation of the booking to collect the deposit and guarantee the number of days covered.
  • Keep screenshots of every step in the advertising offer, as well as of the company’s identification details and the details of the purchase.
  • Once the stay has begun, the tourist accommodation must guarantee service to users 24 hours a day, as well as a reception service, stating the terms and times of operation of the service.
  • On check-in, they must ask you for an identity document in order to enter your details in the register of persons staying there, and they must give you information on the prices and characteristics of the contracted services.
  • If you have any valuables, ask for information about the safe or left luggage service and keep an eye on your belongings in the common areas of the establishment.
  • If the establishment is in Catalonia and you check out before the last date of your booking, you may be charged up to 50% of the total price of the services left unused.

Remember that, if you are not satisfied with any aspects of your stay or of the booking process, you must ask the company for the official claim form or contact it using any other method that provides a record of the claim. If you have not received an answer within 30 days, or if the answer is unsatisfactory, contact the OMIC to make your claim.