New requirement for holiday accommodation in Andalusia: the HOJ@S system explained step by step
The regulations governing holiday accommodation in Andalusia continue to evolve to offer greater protection to consumers. One of the forthcoming requirements that owners will have to meet is to register with the Andalusian Regional Government’s Electronic Complaints and Claims System (HOJ@S).
Although this requirement already applies to those providing services in Andalusia, over the coming months this procedure will become particularly important for all properties with a tourist registration number (VUT), as it will be necessary to display the relevant QR code and information sign inside the accommodation.
In this article, we explain what the HOJ@S system is, who needs to register and how to complete the process.
What is the HOJ@S system?
HOJ@S is the Andalusian Regional Government’s online platform that enables consumers to submit complaints and claims online.
Once registered, the property owner receives an official QR code, which must be made available to guests alongside the relevant information sign.
Who is required to register?
If you are the owner of a Tourist Accommodation Property (VUT) registered with the Andalusian Tourism Register, the obligation falls on the owner listed as the operator of the property.
This is particularly important when the property is managed by a specialist company.
For example, at HOMA we manage the marketing, bookings and customer service for numerous properties, but the legal operator remains the owner. For this reason, the owner must register with the HOJ@S system themselves.
Do I have to be a company?
This is one of the most common questions.
The answer is no.
Although the word ‘company’ appears frequently throughout the process, the system uses this term generically to refer to any person providing a service.
If the property is registered in the name of an individual, you simply need to select the ‘Professional’ option and identify yourself using your NIF or NIE.
What documents do I need?
Before you start the registration process, it is a good idea to have the following ready:
- DNI, NIE or CIF
- Title deed or summary title certificate for the property.
- Certificate of registration with the Andalusian Tourism Register (recommended).
- Any additional documents that may prove ownership or management of the accommodation.
What happens once I’ve completed the process?
Once you have completed your registration, you will be able to download:
- The registration procedure.
- The official poster.
- The QR code.
These documents must be made available to guests within the accommodation.
I have several holiday homes. Do I need a QR code for each one?
In most cases, no.
If all the properties belong to the same owner, a single profile and a single QR code are sufficient, as claims will be directed to the same owner regardless of the property where they arose.
Can HOMA carry out this procedure on my behalf?
The property owner must complete the registration in person, as the platform requires proof of their identity.
However, at HOMA we support our property owners throughout the process, answering any questions they may have and ensuring that the accommodation has the sign and QR code correctly displayed before welcoming guests.
Common mistakes when registering with HOJ@S
- To think that the management company can register on behalf of the owner.
- Believing that it is necessary to set up a business.
- Register each property separately when they all belong to the same owner.
- Please do not download the official poster and QR code at a later date.
- Waiting until the last minute to complete the procedure.
Conclusion
Although there is still some time left to fully comply with this requirement, our recommendation is not to wait until the last minute.
Registering the property now will help prevent future problems and ensure that the property complies with all the requirements set out in Andalusian regulations.
If you manage your property with HOMA and have any queries about this process, we’d be delighted to help.
