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- Frequently asked questions (FAQ)
Where and when do I receive the booking’s confirmation? I did not receive/Cannot find the confirmation. ¿What should I do?
If you did not receive or cannot find the booking, do not worry, you can check your “SPAM” mailbox. In case it is not here either, you can get in touch with our reservation department at firstname.lastname@example.org to check if your e-mail address is correct or call (+34) 93 767 87 74 from 9:00 A.M to 7:00 P.M.
I want to modify or cancel my booking. Is that possible?
If you want to modify your booking, you can contact us via e-mail. If you want to check or cancel your booking, you can do it at the “My Booking” section introducing your e-mail and the locator you received in your confirmation mail.
Is it possible to modify or cancel a “Non-refundable rate”?
We have a strict policy concerning the prepayment rates that does not allow any modification or cancellation.
Do I need a credit card to ensure the booking?
Yes, because we ask for the credit card as a guarantee for your booking. In case you have a “Pay in the Hotel rate”, nothing will be charged from your card until your arrival. In case you have a “Non-refundable rate”, we will charge the whole amount at the time of booking, and in the case of a prepayment, only the relevant amount will be charged.
And if I do not have a credit card, how could I book in that case?
If you do not have a valid credit or debit card, you can contact our reservation department and ask for a payment by bank transfer. Contact us via e-mail.
Does AQUA Hotel Grup admit pets?
Only in Montagut Suites****S
Small dogs and cats allowed (max 5kg).
10€ per pet and night. Maximum 2 pets per room.
Access only allowed in reception area and room.
If I have Full Board or Half Board, what is the first meal included?
By default, the first meal is dinner. However, the customer can request a change. Drinks are not included in the half board or full board.
What is the difference between Full Board and All Inclusive?
Full board includes breakfast, lunch and dinner without drinks. However, All Inclusive includes breakfast, lunch and dinner with unlimited drinks and in the bar, it includes snacks, drinks, ice creams and cocktails, always according to hotel conditions.
Are there any conditions for the All Inclusive?
Yes, to be able o book with the All Inclusive option, you have to stay a mínimum from 4 to 7 nights, and if you are part of a group you all have to book the same board type.
Montagut Suites****s, Bertran Park****, and Silhouette & Spa Adults only (+18) ****, complimentary water in the room on the day of arrival. Free safe and pool towels.
At Silhouette & Spa Adults only (+18) ****, you also have 1 free entry to the Spa.
Drinks, ice creams and cocktails will be available from 10 A.M to 11 P.M, and the snacks from 10:30 A.M to 1 P.M. and from 3:30 P.M to 7 P.M. Not included services: Balinese beds, Silhouette Sushi Bar, parking, pets, arcade machines, Room Service, minibar and shuttle buses from and to the airport.
At all our establishments, alcoholic drinks are exclusively for people over 18 years.
IMPORTANT NOTE: in AQUA Hotel Bertran Park, this board is not going to be available in July and August.
Does the hotel have parking for its clients? Is it included in the price?
All our AQUA Hotel have parking or garage with an extra cost. If you are interested in a parking space, after booking, you should contact the hotel to ask for availability.
Is the Spa included?
Spa is not included in the prices, except if you have booked the offer through our website with the Spa Offer. The conditions for this offer is a booking for a 3 night minimum stay at Onabrava, Aquamarina and Silhouette hotels. In case you do not book this offer, you can book the Spa services directly at the hotel, but in this case it is subject to availability.
How can I get a promotional code and apply it?
You can find our promotional code at our website’s offer section. We also recommend you to sign up for our Newsletter to get all the offers and discounts.
The promotional code can be applied when you are doing the web search for your booking at the required box, all in capital letters.