1. What is the purpose of the customer account?

1.1. At Robinson Club GmbH, we strive to offer services that are as simple and convenient to use as possible – with a personalised touch. In legal terms, Robinson Club GmbH is considered to be a joint debtor as well as a joint creditor.

1.2. Use your customer account to conveniently book and manage offers and services provided by Robinson Club GmbH. In your customer account you will find the data that is generated whenever you use your customer account, in particular in connection with your travels. Within the context of your customer account, we exchange information with each other with the purpose of tailoring our offers specifically to you. You can find out what information is exchanged in section 4. This allows us to tailor your travel experience to meet your personal desires and expectations. Of course, Robinson Club GmbH will only contact you to the extent permitted by law, i.e. in the context of a legitimate interest or if you consent to being contacted.

1.3. You can currently access your customer account via the following touchpoints: On the website www.tuiamello.com and in the TUI amello app.

1.4. You can use your customer account as a consumer. Use is free of charge for you, and your participation is voluntary. The minimum age for creating a customer account is 16 years. However, in order to book additional services on site at one of our hotels, you need to register for a customer account for the corresponding data to be recorded in your customer account. Alternatively, it is possible to book additional services at reception, for example.


2. What is the purpose of these terms of use?

2.1. These terms of use only apply to your use of the customer account. They do not apply to all offers and services that you book and manage via the customer account. For individual offers and services, you must conclude separate contracts with the respective providers on a case-by-case basis.

2.2. Individual touchpoints may have their own terms and conditions that apply in addition to these terms of use. In particular, this may include the terms of use for the corresponding website and for the apps.

2.3. If you register for a customer account, you agree that the terms of use described here apply.


3. How can you create a customer account?

3.1. You can register for a personal customer account with or without an existing booking by providing your name and email address and creating a password.

3.2. You are responsible for keeping your account password secure.

3.3. By using your personal login details or your customer account itself, it is also possible to log in to other platforms associated with the TUI Group, such as , , or .

3.4. You can change your password at any time. Your customer account must not be used by third parties. If your end device is used by several people, please make sure that the auto-complete option in your browser is disabled and also take care to avoid misuse of your access data.


4. What does the customer account offer you?

4.1. The account offers you the following functions:

a. My notepad: You can save your favourite hotels and offers on your wish list and view them on all devices.

b. My customer data: You can view and change your personal data under "My customer data". The data from your customer account can be automatically transferred to all devices when you make a booking. You have the option to change your personal data at any time.

c. My bookings: Approximately 24 hours after booking, you can add your trip in your customer account, stating the main traveller, booking number, hotel and arrival date. In your account, you have the option to view the details of all current, historical or cancelled bookings, provided you have added the trip to your customer account. If you are logged in to our website during booking, your travel booking will be automatically displayed in your customer account. This can take up to 24 hours. You can also complete the online check-in or book a preferred room or reading material, for example.

d. Newsletter registration: You can register for the newsletter quickly and easily without having to enter any additional data.

We aim to continuously develop and improve the functionality of our customer accounts. We therefore reserve the right to extend, restrict or otherwise adapt the features offered in the customer account to a reasonable extent at any time.


5. Is the availability of the customer account limited?

5.1. We cannot guarantee that the customer account will be available at all times without interruption via all end devices and that it will function without errors or malfunctions. Due to technical circumstances that are possibly beyond our control, there may be times when your account cannot be accessed, including (temporary) complete or partial unavailability. This also applies in the case of maintenance measures to a reasonable extent. There is no entitlement for your customer account to be available to you at all times.

5.2. Bookings of additional services made via the TUI amello app are only possible if an error-free connection to your customer account is possible.


6. What happens to your data?

6.1. Information about the processing of your personal data in the customer account can be found in our .


7. How can you cancel your participation in the customer account?

7.1. You have the option of deleting the account yourself while logged in to your personal customer account. To do this, click on "Delete account" in the navigation menu.

7.2. The customer account can also be cancelled informally by sending an email to crm@robinson.com.

7.3. As soon as you terminate your participation in the customer account, you will no longer have access to the data stored there. Your contract with us for the provision of the customer account will be terminated immediately.


8. How is liability regulated?

8.1. We accept no liability for the availability of the customer account or for the availability of the functions offered there.

8.2. In all other respects, we shall only be liable for damage caused by a wilful or grossly negligent breach of duty by legal representatives or vicarious agents of TUI companies. This limitation of liability does not apply to damage resulting from injury to life, limb or health.

8.3. We shall not be liable for simple negligence on the part of legal representatives and vicarious agents of TUI companies, unless an obligation is breached whose fulfilment is of particular importance in terms of achieving the purpose of the contract (hereinafter referred to as a "cardinal obligation"). Cardinal obligations are those obligations whose fulfilment is essential for the proper performance of the contract, whose breach jeopardises the achievement of the purpose of the contract, and on whose compliance the other party to the contract can regularly rely. In the event of a negligent breach of a cardinal obligation, liability shall be limited to the foreseeable damage typical of the contract.

8.4. Liability under the German Product Liability Act (Produkthaftungsgesetz) remains unaffected.

8.5. We expressly point out that the contractual provision of the offers and services via the customer account depends to a critical extent on the accuracy of your personal information. Any liability for damages resulting from incorrect or incomplete information provided by you is therefore excluded.

8.6. We are not liable for damages related to the services you book through the customer account. These are governed exclusively by the contracts you enter into individually with the respective providers and, if applicable, the statutory provisions.


9. How are changes to these terms of use implemented?

9.1. We may amend and adapt these terms of use with effect for the future if there is a valid reason for the amendment and insofar as the amendments are reasonable, taking into account the interests of both contracting parties.

9.2. A valid reason exists in particular if the changes are necessary due to an unforeseen disruption to the contractual balance of benefits and obligations that occurs after conclusion of the contract, or if such changes are necessary to ensure the ongoing performance of the contract due to changes in laws or legal precedents.

9.3. The modification of a primary contractual obligation is excluded.

9.4. We will send you the amended terms and conditions in text form at least eight weeks before they are scheduled to come into force and will draw your attention separately to the new provisions and the date on which they will come into force. At the same time, we will grant you a reasonable period of at least eight weeks to declare whether you accept the amended terms of use with regard to continued use of the service.

9.5. If no declaration is made by you within this period, which shall commence upon receipt of the aforementioned notification in text form, the amended terms and conditions shall be deemed to have been agreed.

9.6. We will inform you separately of this legal consequence, i.e. your right of objection, the objection period and the significance of silence, at the beginning of the period.


10. Which law is applicable and which court has jurisdiction?

10.1. The law of the Federal Republic of Germany applies if you have your habitual residence in Germany. If you have your habitual residence in a member state of the European Union, German law also applies, whereby any mandatory provisions in force in the country in which you have your habitual residence shall remain unaffected. In all other respects, the applicable law shall be governed by the statutory provisions.

10.2. We are not obliged to participate in a dispute resolution procedure orchestrated by a consumer arbitration board and do not offer to participate in any such process.

User

Robinson Club GmbH
Karl-Wiechert-Allee 23
30625 Hannover
Managing Directors: Bernd Mäser (Spokesman), Artur Gerber
Company Register: Hanover District
Court Company Register No. HRB 54346
VAT ID No.: DE 114 206 354

Last updated: September 2025