Complaint forms in Andalusia in 2026: paper, Hoj@, the QR poster and the reply deadline for hotels and holiday rentals

Updated 8 November 2026

If you run a hotel, tourist apartments or a holiday rental (vivienda de uso turístico) on the Costa de la Luz, in Seville or anywhere else in Andalusia, you must keep the Junta de Andalucía's official complaint forms (hojas de quejas y reclamaciones). The rules changed in 2026: since 20 May 2026, registering with the Hoj@ electronic system is mandatory, with a transition period, and there is a new poster with a QR code. This guide sums up the rules in force in November 2026, with the official sources at the end. Where a detail does not appear in an official source, we say so. It is not legal advice: for a specific case, ask Consumo Responde, your trade association or your lawyer.

Which rules apply today

Consumer complaint forms in Andalusia are governed today by three texts, which build on Law 13/2003 on the Defence and Protection of Consumers and Users of Andalusia:

Decree 82/2022 of 17 May (BOJA no. 95, 20 May 2022): the decree in force. It replaced Decree 472/2019 of 28 May, which had in turn repealed Decree 72/2008.
Order of 24 April 2026 (BOJA no. 82, 30 April 2026), from the Regional Ministry of Health, Presidency and Emergencies: it regulates the Electronic Complaint Forms System (Hoj@) and changes the form and poster models (Annexes I to IV of Decree 82/2022). It came into force 20 days after publication, on 20 May 2026.
With that order, the articles of Decree 82/2022 that depended on it (including electronic registration and the poster) also came into force. Until then, Articles 4, 5 and 9 of Decree 472/2019 on the voluntary electronic system still applied.
If you are looking up «Decree 472/2019» because many websites quote it: it is no longer the reference rule.

Does it apply to hotels, apartments and holiday rentals?

Yes, to all three. Decree 82/2022 applies to every business that sells goods or provides services in Andalusia, in person, at a distance or online, with no sector excluded. Tourism law also says so expressly:

Andalusia's Tourism Law 13/2011 requires every tourism business to «keep available and provide» the official consumer complaint forms to guests (Article 24.h) and gives tourists the right to complain and to know how (Article 21.j).
Holiday rentals: Article 6.2.c of Decree 28/2016 requires official Junta complaint forms, available to guests and announced with a visible poster.
One nuance: Consumo Responde explains that disputes between private individuals, such as a rental between two private people, fall outside consumer law. But if your home is registered as a VUT, Decree 28/2016 requires the forms anyway.
The same tourism law points out that filing a complaint does not exempt the guest from paying for the services booked (Article 22.d).

Hoj@: electronic registration is now mandatory

Until May 2026, joining the electronic system was voluntary. Since the Order of 24 April 2026, every business must also offer the forms electronically and register with Hoj@:

General deadline, which applies to almost all independent hotels and hosts: one year from the order's entry into force, that is, until 20 May 2027.
Six-month deadline, ending around 20 November 2026: businesses with more than 250 employees, more than 50 million euros in turnover or more than 20 establishments open to the public in Andalusia, basic services of general interest, public companies or bodies, and concession holders. If your chain or rental management company meets any of these, this is your deadline.
Registration is done by an individual representing the business, on the Hoj@ website or app, by creating an account in the Hoj@ Empresas profile with proof of representation and the business details (activity, address, head office, tax number, phone and email).
Access is with a qualified electronic certificate, a pre-arranged password or Cl@ve PIN, or fingerprint on a phone.
At least two authorised people are needed per business and per registered establishment; a sole trader needs only one.
Businesses already registered in the previous system move to Hoj@ automatically, unless their details are invalid, in which case they have 10 working days to correct them.
According to Consumo Responde, the portal is free to use and the app is free to download. We found no fee for registering.

Paper is still mandatory

Hoj@ does not replace paper forms: the order says so expressly, and the guest chooses the format. What you need to know about paper:

The book is a set of carbonless forms in triplicate: one copy for the authorities, one for the guest and one for the business.
Official forms can be ordered from any printer or bought from shops that sell them. Consumo Responde gives no official price.
Copies of the previous model remain valid until they run out (first transitional provision of the order). When you restock, ask for the new Annex I model.
If a guest asks for one, it must be handed over «mandatorily, immediately and free of charge», even if they never stayed or paid, and you cannot make them fill it in at reception: they can take it away and hand it in later.
If a form downloaded from the website reaches you, you must return two copies within five working days.

The poster: where, how and with a QR code

The poster tells guests that you have paper and electronic forms. Under the 2026 order:

Hoj@ generates an official identifying poster with its own QR code for your business and for each establishment, which you download and print from the system.
At the premises (Annex III): displayed permanently and visibly at the entrance or exit areas and where customers are served, at least DIN A4 in size with lettering of at least 0.7 cm. If you have several premises, one in each.
For online sales or automatic devices (Annex II): a poster on each device used to provide the service.
If you have no premises open to the public, which is common for holiday rentals managed remotely, the Annex IV model («You can complain at…», with the free phone number and the Consumo Responde website) can be included in offers, contracts, invoices, websites and booking apps.
The official posters are in Spanish and English.
We found no specific transition period in the order for replacing the old poster with the new one: the safe option is to put up the QR poster as soon as you complete your Hoj@ registration.

How long you have to reply

The deadline is 10 working days, both on paper and in Hoj@:

On paper, the 10 working days run from when you receive the form (Article 12.1 of Decree 82/2022).
In Hoj@, the complaint counts as received when you open it or, if you do not, 10 calendar days after the notice. Ignoring the notice does not stop the clock.
The reply must be in writing, reasoned and addressed directly to the guest. It can be sent by any means, including the email they gave, but keep proof of the date sent.
It must propose a solution or explain why you do not accept the complaint, and say expressly whether you accept consumer mediation or arbitration. If you are not signed up to any dispute resolution body, name at least one competent body, such as the municipal consumer office (OMIC) or the Consumer Arbitration Board.
Consumo Responde offers an optional reply template.
If the complaint arrives by a channel other than the official form, Consumo Responde states a 15-day reply period.

What happens if you do not reply or the guest disagrees

After 10 working days without a reply, or if the guest disagrees with it:

The guest can send the «for the Administration» copy to the municipal consumer office (OMIC) where they live or, if there is none, to the regional consumer office for the province. If the form is electronic, they send it from Hoj@ itself.
If the guest lives outside Andalusia, the complaint is passed to the consumer authority of their own region.
It is not admitted if filed before your 10-day period ends or more than one year after the complaint was made to you.
The authorities have three months to process it and can issue a non-binding proposed solution.
If the facts may be an offence, disciplinary proceedings can be opened. Not replying on time is an offence in itself.

Record keeping

You must keep the forms, your replies and proof that the guest received them for four years from when you sent the reply (Article 15 of Decree 82/2022). In Hoj@, if the guest does not open your reply within six months, the complaint is closed and deleted from the system, so keep your own copy.

Fines

Law 13/2003 lists as offences (Article 71.8) not having official forms, refusing to hand them over, hiding or altering complaints, handing out unofficial forms, not replying on time and not displaying the poster as required. What the official sources say about penalties:

According to Consumo Responde, these offences are classed as minor in principle, and become serious if committed knowingly or through lack of diligence, if continued or habitual, or if they have a large impact.
In its FAQ, Consumo Responde says that not replying or using an old model can be fined 200 to 5,000 euros.
On its penalties page, updated in September 2026, it gives these general bands: minor, 150 to 10,000 euros; serious, 10,001 to 100,000; very serious, 100,001 to 1,000,000.
The two official pages do not match on the minor band, and we could not open the consolidated text of Law 13/2003 in the BOE to confirm the current amount. Treat it as guidance.
Tourism Law 13/2011 also requires the forms, but we could not confirm in its consolidated text which specific tourism offence applies to not having them.

Languages

The official posters in Annexes II, III and IV are in Spanish and English. Neither Decree 82/2022 nor the 2026 order says which language the guest may use to fill in the form, and we could not confirm that an official form exists in other languages. If you host many international guests, keep a short explanation in English of how to fill it in and how to use the QR code.

Quick checklist for your property

What we would check this week:

An official paper complaint book at reception or in the home, with enough forms.
Hoj@ registration done, or planned before 20 May 2027, with two authorised people.
The QR poster downloaded from Hoj@ and put up at the entrance and at reception; in homes without reception, visible inside the home.
If you sell on your own website, a notice saying guests can complain and where, on the booking page or in the terms.
An internal routine to reply within 10 working days and a folder to keep everything for four years.

Why this also matters for AI

When a traveller asks ChatGPT or Gemini about a hotel in Conil or Seville, the AI cross-checks what it finds on your website, on the platforms and in reviews. A clear customer service policy, with a contact channel that works and quick replies, reduces the complaints that end up published online and signals a serious, legal property. An unanswered complaint, on the other hand, can turn into a negative review that the AI also reads.

How iQuota helps

The official page iQuota publishes for each property can show your contact details, your registration code and your terms, and includes them in the data AI assistants and search engines read. iQuota does not handle your complaint forms, does not register you with Hoj@, does not replace any legal obligation, and we cannot guarantee that an AI will recommend you.

Want an official page with your contact details, your registration code and direct booking? The first 30 hotels join free until 30 June 2027.

See the Founding Hotels programme

Frequently asked questions

Do I have to register with Hoj@ if I already have the paper book?

Yes. Since the Order of 24 April 2026, registration is mandatory and so is paper. Most independent properties have until 20 May 2027.

How many days do I have to reply to a complaint?

Ten working days from receipt. In Hoj@ it counts as received when you open it or, if you do not, 10 calendar days after the notice.

I have a holiday rental with no reception. Do I need forms too?

Yes. Decree 28/2016 requires holiday rentals to keep official Junta forms available to guests and a visible poster. If you have no premises, the Annex IV poster can also go on your website, offers and invoices.

Can I still use the old-model forms?

Yes, until they run out, according to the first transitional provision of the 2026 order. When you restock, use the new model.

Can a guest refuse to pay because they have complained?

No. Andalusia's Tourism Law 13/2011 says filing a complaint does not exempt the guest from paying for the services booked.

How long do I keep complaints?

Four years from when you sent the reply, together with proof the guest received it.

Where can I ask questions?

Consumo Responde, free phone line 900 21 50 80, Monday to Friday 8:00 to 20:00 and Saturdays 8:00 to 15:00, except public holidays. Complaints cannot be filed by phone.

Sources

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