A guest refuses to provide their details for registration: what should we do?
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Guest registration: what should you do if a guest refuses to provide their details?
Penalties are imposed directly on the establishment if the obligations under Royal Decree 933/2021 are not met.
Since 2 December 2024, accommodation providers have been required to register their guests' details through the online platform ses.Hospedajes. However, some users refuse to provide their personal details, raising questions in the sector about how to respond.
What do the regulations stipulate?
Royal Decree 933/2021 does not specifically address what to do if a customer refuses to provide their details, but it does establish that the establishment is responsible. Failure to comply may result in penalties:
- Up to €600 for failing to report a booking on time
- Up to €30,000 in the most serious cases
What can the accommodation provider do?
According to the legal experts consulted, businesses have options when a customer refuses to provide their details:
- Inform the customer about the legal obligation and the consequences.
- Refuse to make the booking or provide the service if the guest does not cooperate.
- Keep a written record of the guest’s refusal if you proceed with the transaction.
🛑 A guest's refusal does not exempt the establishment from its legal responsibility. The tourist service provider remains the party subject to the obligation.
What is recommended?
iButlers recommends that hosts explain these requirements to their guests from the very first contact. Although we recognise that this requirement may affect competitiveness against other international destinations, we stress the need to comply with the law in force.
✅ iButlers makes legal compliance easier
At iButlers, we help owners, managers and agencies comply with Royal Decree 933/2021 automatically and without friction with the guest:
- Personalised forms for each guest or booking
- Collect the required data online, without asking for more than necessary
- Automatic detection of the document type and adjustment of the fields
- Legal transparency for your guest and legal certainty for you
✉️ Have questions? Email us at contacto@ibutlers.com or visit iButlers.com.
Royal Decree 933/2021
- Royal Decree 933/2021
- ses.Hospedajes – Ministerio del Interior
