Frequently Asked Questions
Do you have any doubts? In this section you will find all the answers to your questions. Browse through the tabs according to the type of question you need to solve, open the answer to your question, and convince yourself that with Estival Group there are all advantages! If you cannot find the answer you are looking for, we will be happy to assist you by telephone +34 977 371 910, by email firstname.lastname@example.org or through the contact form on our official website.
How can I book?
We propose you to make your reservation through our official website or by telephone calling the hotel or the Estival Group reservation center .
You can also book at your trusted travel agency.
How can I confirm that you have received my reservation?
If you have booked through our website, in the upper left part of the web you will find the menu with the section "My reservation" where, introducing your email and the booking number, you can confirm that everything is ready for your stay.
Do you have rooms adapted for people with reduced mobility?
All our hotels have adapted rooms.
If you need to request a room or apartment adapted for reduced mobility, you can do so by contacting our reservation center:
+34 977 371 910
Up to what age are they considered children?
Children under 2 years old are considered babies and do not pay as guests, but do count as occupants in the room.
From the age of 2 to 11, they are considered children and pay as such.
From 12 years old they count as an adult and pay the full price.
Remember to always inform the age of the children when making your reservation.
In no case may minors (up to 18 years of age) stay in any of our establishments without the guardianship of an adult.
What is the restaurant schedule?
The restaurants of each property have their own schedules.
You can check the restaurant's opening times in the "Gastronomy" section on each property´s official site.
How can I get to the hotel?
On the website of each property you will find the address and a "google map's" icon. Click on the icon to open the map and check your location to see the best route to the hotel.
Do you have a suitable place to store, repair or clean bicycles?
In most of our establishments we have a place enabled for this and in addition to storing your bicycle, you can carry out maintenance tasks.
We know that your best friend is very important to you but, for hygiene and safety reasons in our hotels and apartments, pets are not allowed, except for guide and assistance dogs, presenting the official and mandatory supporting documentation.
You can always turn to reputable daycare centers in your area so that your pet is in good hands during your holidays.
How can I get in touch with my hotel?
On the website of each hotel you will find the direct telephone and the email of the reception.
What documents do I need to check-in upon arrival at the hotel?
Upon arrival at the hotel you must present your booking voucher, either printed on paper or on the screen of a mobile device, and the documentation (ID, passport ...) of all passengers
What is the time of check-in and check-out of the hotel?
Depending on the hotel, check-in/check-out times may vary. Within the web page of each establishment in the section of ¨Services¨ it will show the exact times.
As a general rule, the Check-In is from 2 p.m. and the Check-Out must be done before midday
If you arrive before the check-in time, you can leave your luggage in the luggage room and enjoy the common areas of the resort.
If you have special needs, contact us and we will do our best to assist you.
On the last day, can I leave the room later?
It is possible to keep the room after 12:00 on your check-out day (Late Check-Out) This service is subject to availability (check with reception the day before departure) and it may apply additional supplements.
Can I modify my reservation?
To modify a reservation you have made on our website, see the page "My Reservations" or contact our agents by calling +34 977 371 910
If the reservation has been made through a travel agency or other web page, you must contact them in order to request any modification you may need.
Can I cancel my reservation?
If your reservation has a Flexible Rate, you have up to 48 hours before the arrival to cancel without fees.
In order to cancel a reservation you have made on our website, see the page "My Reservations" or contact our agents by dialing (+34) 977 371 910
If the reservation has been made through a travel agency or another website, you must contact them to manage the cancellation of your booking.
Can I make a special request for my reservation?
Of course! If you have any preference regarding the views, location of the room inside the hotel, distribution of the beds or any other subject relating to your reservation, you must contact the reception directly. You will find the contact details on the website of each property.
Whenever possible, our reception team will do everything to make your stay with us as pleasant as possible, but we can not guarantee the requests.
* Some special requests may incur additional expenses, you will always be informed at the time of making the request.
How can I reserve a cot? Does it have any cost?
Our establishments have free cribs for your baby.
If you need to reserve a cot, please indicate it in the comments of your booking or contact the hotel directly by phone or email
Is there wifi in all the hotels?
Yes, in all our hotels and apartments you can enjoy free WiFi.
Do you have gluten-free foods and other allergens?
Yes, our restaurants have the possibility to prepare special meals for people with allergies, intolerances and other special needs.
Please contact the hotel by phone or email a few days before your arrival to inform us about your needs.
Is there a hair dryer in the bathroom?
Yes, all our rooms and all our apartments do have a hair dryers in the bathroom.
I have a reservation in half board or full board, are drinks included?
No, drinks are not included in the half board or full board and carry an additional cost.
Is there a safe in the rooms?
Yes, all our hotels and apartments have a safety deposit box in the room.
In most establishments this service is free, but in some it may involve an additional charge or the payment of a deposit.
Please, contact your hotel in order to know the conditions.
Do you have baby food in the restaurant?
Although we do not prepare specific meals for babies, we can offer you the possibility to grind any food that is in the buffet so you can prepare delicious purees for the little ones of the family.
Is there a loan service for towels for the pool?
Pool towels are free, only a deposit is requested, which is refundable after the return and a daily change is allowed from the day after your arrival.
They will be able to collect their pool towels next to the lifeguard booth and at the established time.