Spain's customer service law (2026): what changes for hotels and tourist rentals

Updated: 10 November 2026

In December 2025 Spain's Official State Gazette (BOE) published the law regulating customer service. Many people know it for the «three minutes» on hold. But does it affect a small hotel or a tourist rental? The full law only applies to certain sectors and to large companies. However, the same law amended Spain's general consumer law, and that part affects everyone. This guide sums up what the BOE says as of 10 November 2026, with sources at the end. Where we could not confirm something, we say so. It is not legal advice: check with your adviser or lawyer.

The law in a nutshell

It is Law 10/2025 of 26 December regulating customer service (BOE no. 312 of 27 December 2025, reference BOE-A-2025-26698).

It came into force on 28 December 2025, the day after publication (eighth final provision).
It sets minimum quality levels for customer service: channels, waiting times, human attention, response deadlines, languages and accessibility.
Its third final provision also amends Spain's general consumer law (Royal Legislative Decree 1/2007, known as TRLGDCU). That part applies to all businesses.

Who does the full law apply to?

Article 2 sets two groups:

Providers of basic services of general interest: water, gas, electricity, passenger transport (air, rail, sea, bus), postal services, telecoms and financial services.
Any other company or group selling to consumers if, in the previous financial year, it had at least 250 workers, or turnover above 50 million euros, or a balance sheet above 43 million euros. One of the three is enough.
It applies whatever the channel, even if the service is outsourced or based outside Spain (art. 2.3).
Tourist accommodation is not on the list of basic services. The Government's press note says «more than 250 workers and more than 50 million»; we follow the BOE text.

What about my hotel or tourist rental?

It depends on the size of your company or group:

An independent hotel or an ordinary tourist rental does not reach those thresholds: the full law does not bind it.
A hotel chain or group that exceeds one of the three thresholds is covered, including its phone, email and chat support.
The changes to the consumer law (articles 20 and 21 TRLGDCU) apply to everyone, large and small. See below.

What the law requires from covered companies

For those inside its scope, the law requires, among other things:

Channels: at least post, phone and one electronic channel, plus the channel used to sign the contract (art. 7.1).
No answering machine as the only channel. If the customer asks, a person must take over, and 95% of those requests must be handled on average in under three minutes (art. 8).
Calls cannot cost more than an ordinary call, and a free number cannot be diverted to paid numbers (art. 10).
A reference code for each complaint and a written receipt on request (arts. 11 and 12).
A reply within 15 working days at most, unless sector rules say otherwise; 5 days for complaints about undue charges (art. 17).
Service in Spanish and in the co-official language where there is one, accessible channels and support for vulnerable people, such as those aged 65 or over (arts. 3.13 and 15).
Companies with fewer than 250 workers that are covered because of turnover or balance sheet may run the quality assessment and audit every two years (arts. 21.1 and 22.1).

From when: adaptation periods

The sole transitional provision gives covered companies twelve months from entry into force to adapt. By our count, that takes us to late December 2026.
The law's preamble mentions «six months». The binding rule is the transitional provision, which says twelve.
A resolution of 14 April 2026 (BOE of 16 April, BOE-A-2026-8408) assigns dedicated numbering to customer-service calls, with six months from its entry into force to use it.
We found no specific adaptation period for the consumer-law changes: under the general rule they apply from 28 December 2025. This is our reading; confirm it with your adviser.

What changes for everyone: article 21 TRLGDCU

The new wording of article 21 applies to any business serving consumers, including a small hotel:

You must answer complaints as soon as possible and within 15 days of submission at the latest. Before, it was one month. The text says «fifteen days», without adding «working».
If you serve customers by phone or electronically, you must guarantee direct personal attention, not just automated replies.
The customer must have proof of the complaint: a reference code and a written receipt.
If you give customers a phone number, it cannot cost them more than an ordinary call.
You must tell customers how to file complaints.

Final price and reviews (article 20)

The same law also amended article 20 TRLGDCU:

The final price must be complete, with taxes and any extra charges, including booking or handling fees.
Reviews must refer to products or services bought or used in the previous thirty calendar days.
If you show reviews, you must say whether you guarantee they come from real customers.
You may reply to a review through the same channel and ask for its removal if you prove it does not come from a real customer or is misleading.

In Andalusia, also: complaint forms

Regional rules still apply and can be stricter:

In Andalusia, hotels, apartments and tourist homes must keep the regional government's official complaint forms, on paper and in the Hoj@ system.
The deadline to answer them is 10 working days. We explain it in our guide /hojas-reclamaciones-andalucia-2026 (in Spanish and English).
Practical tip: when two deadlines apply, always meet the shorter one.

Penalties

Breaching customer-service obligations is a consumer-law offence (art. 23 of Law 10/2025 and new art. 47.1 q TRLGDCU).
It is classed as minor, unless the conditions for serious offences are met (art. 48).
State and regional consumer authorities enforce it. We have not reviewed the fine amounts here.

Quick checklist for a small hotel

Answer every complaint within 15 days and keep proof of your reply.
Give each complaint a number or reference and a receipt to the guest.
If you use a chatbot or automated replies, always offer to talk to a person.
Use an ordinary phone number, never a premium-rate line.
Show the full final price, with taxes and handling fees.
In Andalusia, keep official forms and Hoj@ up to date and reply within 10 working days.

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Frequently asked questions

Does the three-minute law apply to my hotel?

Only if your company or group, in the previous financial year, had at least 250 workers, turnover above 50 million euros or a balance sheet above 43 million (art. 2.2 of Law 10/2025). Accommodation is not one of the law's basic services.

How long do I have to answer a complaint?

Under article 21.3 TRLGDCU, as amended by Law 10/2025, 15 days at most from submission, for any business. Large companies covered by the law have 15 working days. In Andalusia, official complaint forms must be answered within 10 working days.

Since when is it mandatory?

The law has been in force since 28 December 2025. Covered companies have twelve months to adapt their service. For the TRLGDCU changes we found no special adaptation period.

Sources

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