Domande frequenti <strong>Alua Hotels & Resorts</strong>

Domande frequenti Alua Hotels & Resorts

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In the following list you will find the most frequently asked questions from our guests. If you have any queries about your direct reservation or about the services included at your hotel, you may find the answer here at Alua Hotels FAQ section>

Is there free WIFI in the rooms?

Yes, in some hotels. Please check the services section of the hotel. For more information you can contact us by phone on 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or by chat

I have missed my flight andI want to know if I can get a refund for the first night?

Upon your arrival, please contact reception or call us on 0800 389 0297 for more information.

Is it possible to have an early check-in ?

The distribution of room keys before the specified check-in time is subject to availability. However, you can leave your luggage in our luggage room and in the meantime enjoy the hotel facilities.

I have not received the confirmation email, what can I do?

You can contact us by phone at 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs

How can I know the check-in and check-out times?

You can find the information in the services section or on the booking voucher. In the case of not being sure please call us on 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or send us an e-mail through our contact form on the website

Is it possible to have a late check-out ?

Keeping the room on for longer may incur an additional cost and is subject to availability. You can leave your luggage in the luggage room and in the meantime enjoy the hotel facilities.

Is it necessary to indicate the data of all occupants of the reservation?

No, you just have to indicate the details of the lead person of the reservation. If there are children in the reservation, it is very important you specify the age in the occupation selection process.

Is there a pillow menu?

Yes, but only in the superior rooms or the suites at our hotels

What is the distance from the airport to the Hotel?

Please check the map of the hotel and select the point of interest "Airport". For more information, you can contact us by telephone at 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or contact us by the chat through our website.

Can I amend the board basis on my reservation?

Yes, please contact us by chat through our website https://www.aluahotels.com/ or send us an email through our website form.

Can I add a person to the reservation or amend the number of nights?

Yes, please contact us by chat through our website https://www.aluahotels.com/ or send us an email through our website form.

Can I make a reservation if I do not have an email address ?

No, it is necessary to have an email address in order to make the reservation. If you do not have one you can use the email of a relative or friend

Can I change the room type on my reservation?

Yes, please contact us by chat through our website https://www.aluahotels.com/ or send us an email through our website form.

Is there a safe in the rooms?

Yes, there are in all the rooms but in some it is for a fee or with a deposit. Check the description of your room. For more information you can contact us by phone at 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or by chat

Is there a mini-club for children or babysitting service? What is the minimum age for access to the mini club?

In all of our hotels advertised for families we have a miniclub and the minimum age is 4 years. You can obtain more information on our website https://www.aluahotels.com/ under the Services section. We do not offer a babysitting service.

Is there a hair dryer in the rooms?

Yes, in all the rooms of our hotels.

Is there a steam iron in the room?

Yes, there is a possibility subject to availability and has to be requested at reception.

Are there cots in the rooms ?

If you book a room with an infant, the room will include a cot at no extra cost. If you need an additional cot, please contact us by phone on 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or by chat or send us an e-mail through our contact form on the website.

Is it possible to smoke in the hotel?

Smoking is prohibited in all interior areas of hotels. It is only possible to smoke in the outdoor areas with permission and in the rooms that have a balcony or terrace with the doors closed because there are smoke detectors in the rooms.

Is there a private parking at the hotel?

No. None of our hotels have private parking.

Can I request a gluten-free menu?

This can be requested at the time of check-in upon arrival or by sending an email through our website form.

Can I request vegetarian / vegan menu?

For special requests, please contact us by phone on 0800 389 0297 or send us an email through our contact form on the website.

Can I request a menu for celiacs ?

This can be requested at the time of check-in upon arrival or by sending an email through our website form.

If I arrive early at the hotel, can I enjoy the facilities?

Yes. When you check-in you can already enjoy all the facilities of the hotel that includes your rate.

Is there a dress code in the hotels?

Yes, in some hotels an appropriate dress code is required. For more information, send us an email through our contact form on the web.

Can not I access my Amigo account ?

You can contact us by phone on 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or send us an e-mail through our website form.

Can I enjoy the facilities of the hotels without staying at the hotel ?

Yes, you can pay directly at the hotel reception. For more information, send us an email through our contact form on the website.

In hotels that have a gym, is it free?

Yes. The service is free of charge.

In hotels that have a spa, is it free?

Yes, it's a free service. Treatments and massages have an additional cost.

What are the pool times ?

Each hotel has its opening hours, at the time of check-in you will receive a welcome brochure informing you of all the hours and services available.

I'm an Amigo and I want an upgrade

Subject to hotel availability, you can send us an email through our contact form on the web.

Information about the late check out

Subject to availability. Please ask for more information at the hotel reception

What gift will be given to me at the hotel?

The gift varies depending on the hotel and the available stock. For more information contact reception upon arrival.

Is there a possibility to book transfers?

It is possible to book transfers through an external provider available on the hotel page on our website. The link to the transfers section is located just below the hotel map. For more information call us at 0800 389 0297 or through our Chat.

Can I hire a pushchair?

It is possible to hire a pushchair at reception (through an external provider). To have the pushchair available for your arrival it is necessary to contact the hotel in advance. You can send us an email through our contact form on the website.

Can I hire a wheelchair?

It is possible to hire a wheelchair at reception (through an external provider). To have one available for your arrival it is necessary to contact the hotel in advance. You can send us an email through our contact form on the website.

How can I complete the payment of a confirmation pending confirmation?

You can finalize the payment directly through the reservation email "Pending Confirmation", by clicking on the "Pay" button located on the right hand side. You can also go to the section "My reservation"> "see my reservation" located at the top of the web page. Enter your locator, click on "see reservation" and then click on pay.

Is there the possibility of booking excursions?

We do not offer this service on our website. For more information of available excursions please contact reception upon your arrival.

Can I make a special request about my room?

Please send us an email through our contact form with your request. These are always subject to availability and therefore can not be guaranteed.

Can I pay my reservation with another person's debit / credit card?

It is possible, however, in the case of paying 100% in advance it is necessary to fill out an authorization form from the owner of the card in question. Please call us at 0800 389 0297 for more information.

Can I make a reservation if I do not have a credit / debit card?

The reservation process on our website requires the use of a debit / credit card. If you do not have a credit card, please call us on 0800 389 0297 in order to give you an alternative means of payment.

What is the age at which a baby and a child are considered?

On our website we consider a baby to be up to 2 years old inclusive. The children's age is from 3 years to 11 years old inclusive, except in the AluaSun Torrenova, Parque San Antonio and Alua Calviá Dreams Hotel, which is up to 12 years old inclusive and the Ambar Beach Hotel up to and including 14 years.

Is there a microwave in the room to sterilize bottles?

These are only available in establishments with apartments or studios . On the other hand, there are microwaves available to our customers in all the restaurants .

If I arrive early at the hotel, can I enjoy the facilities?

Yes. When you check-in you can already enjoy all the facilities of the hotel that includes your rate.

Can umbrellas and sunbeds be rented?

No, the umbrellas and sunbeds at the hotels are free. However, those available on public beaches have to be paid for and the price and payment is independant to the hotel.

What is the price of a taxi from the airport ?

You can contact us by phone on 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or contact us via the chat through our website

Can I pay with American Express?

No. We only accept Visa or Mastercard.

When will the Amigo card be sent to me?

The "Amigo" card is virtual, personal and non-transferrable and can be requested by those over 18 years of age. One card per family is enough if you travel together. The owner of the virtual card and his family will benefit from the advantages.

I want to surprise a customer who is in the hotel, what services do you offer?

You can send us an email through our contact form on the website. You will receive an answer with the different options that the hotel has to offer.

Do you have pool / beach towels at the hotel or do I have to bring them?

Yes, we have beach/pool towels which incur an advanced deposit that will vary depending on the hotel. They must be requested during the hours specified by the hotel. For more information ask at the reception of the hotel upon arrival.

Have I paid 15% of my reservation, do I have to pay the rest before or can I do it the day I check in?

The rest of the reservation should be paid on the day of arrival during the check-In process. However, if you wish, you can also pay the balance before your arrival. In order to do so, please contact us at 0800 389 0297.

What is the price of the tourist tax?

In compliance with current regulations, the tax on tourist stays in the Balearic Islands is not included in the price. The amount of the rate for people over 16 is € 3.30 per person per day for 4-star hotels and € 2.20 per person per day for 3-star hotels and 2-key and 3-key apartments. . Children under 16 years of age are exempt from payment. Stays from November 01 to April 30 have a 50% bonus, as well as stays in the same tourist establishment from the 9th day. This rate may vary by government decision and would apply the legal rate in effect at the time of the stay.

When will I receive the refund of my cancelled reservation?

Once the reservation has been cancelled, you will receive the refund during the following few days. If you have used a credit card, please contact your bank for more information.

Is there a fridge in the room? I carry a medication that needs to be kept cold

Yes, but not in all rooms. Check the description of your room. For more information you can contact us by phone on 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or by chat

Can I cancel my reservation once it has been confirmed?

Yes, if it is the best available rate, you can cancel your reservation up to 1 day before your arrival without incurring any cancellation fees either through our website or by sending an e-mail to hotels@aluahotels.com or by contacting us by chat. In the case of a direct payment rate at the hotel you can cancel your reservation up to 3 days before your arrival without incurring any cancellation fees.

Can I make a reservation for groups? Can I get a special offer?

You can contact us by phone on 00 34 971 466 711 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or contact us via the chat through our website"

Are the hotels adapted for people with disabilities?

All of our hotels have specially adapted rooms. The adapted rooms are always subject to request and availability. Therefore, we advise you before making a reservation to contact us by phone on 0800 389 0297from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or to send us an e-mail through our website form.

How can I amend the email address on my reservation confirmation?

If it is a confirmed reservation, you can call us on 0800 389 0297 from Monday to Thursday from 8:00 to 2:00 hrs, Friday 8:00 to 00:00hrs, Saturday 9:00 to 15:00hrs. or send us an e-mail through our contact form on the website.

Can the whole amount be paid at the hotel?

On our website we have 2 rates. The "Best available price" that requires a prepayment of 15% or 100% and "Direct payment at the hotel". Remember that the total or partial advance payment will always be the option with the best available price.

fino-15%

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