FREQUENTLY ASKED QUESTIONS
Basque Country Tourism Registration Number: H.VI-00388
All hotel public areas including the restaurant, bar, spa, gym and winery are 100% wheelchair accessible. There is one available Premium Deluxe guestroom that is subject to availability.
Alcoholic beverages are only served to those guests 18 years or older with valid identification.
Age Requirement Policy
Guests must be 18 years or older with photo identification to reserve a room.
We regret that personal cheques are not accepted as forms of payment. Travellers cheques in euros are accepted. Guests must show a valid passport or ID for these transactions.
Check cashing service is available for travellers cheques in foreign currency. ID is required. Other conditions may apply.
Connecting Room Policy
We are please to accommodate requests for connecting rooms. Please include requests with the reservation. For confirmation of connecting rooms please contact the hotel directly.
Rates confirmed in USD are guaranteed in U.S. dollars when paid in U.S. cash or traveler's checks. Payments made by credit cards at the hotel will be charged in the local currency equivalent based on the daily exchange rate used by the hotel. Currency conversions by banks or credit card companies in processing payments are not within the control of the hotel and are subject to exchange rate fluctuations.
Early Departure Policy
An early departure fee of 100 EUR may be imposed on guests departing prior to their scheduled departure date. Please contact the hotel for further information.
Early Arrival Policy
While the hotel is unable to guarantee early check-in, we will do our best to accommodate requests.
Extra Bedding Policy
We are pleased to offer extra beds upon request for families staying in our suites. Children 12 years and older will be charged as an adult (plus VAT). Children under 12 years of age will be charged half the adult fee.
Cribs are available upon request. Due to safety reasons, the hotel does not provide top sheet, cushions or pillows with the crib.
Facility Use Policy
Access to the fitness centre is not permitted for guests under age 16 years. For guests between 16 and 18 years of age, access is granted if accompanied by an adult at all times. Children are granted access to the swimming pool if accompanied by an adult at all times. We regret that the spa facilities are not open to guests under 18 years of age.
Family Plan Policy
Children who are 12 or younger sleep for free in the existing bedding of a room shared with a paying adult. Rollaways, child rollaways and cribs may incur extra charges.
Gift Certificate Policy
Gift certificates may be purchased through the hotel directly. For questions or assistance in redeeming a gift certificate, please email email@example.com or call the hotel directly.
A personal ID or valid passport is required upon check-in and can be requested at any point during a guest's stay.
Late Checkout Policy
We are pleased to accommodate late check-outs upon request.
- For check-outs after 12pm and before 4pm, 50% of the daily room rate will apply.
- For check-outs after 4pm, a full daily room rate will apply.
The hotel is delighted to welcome small dogs and cats up to 18 kilograms (hotel approval is required for larger weights) and provides dog beds and walking paths. One pet per room is allowed.
Guests are required to sign a liability waiver at check-in, and a non-refundable cleaning fee of 50 EUR + VAT per room per night will apply.
We kindly ask that guests with pets observe the following regulations while at the hotel:
- Keep your pet on a leash or in a carrier while in public areas. Please note that we do not permit pets in the hotel’s restaurants, spa, or fitness center. The only exceptions are guide dogs for guests with impaired vision or who present medical certification.
- Utilize the provided “Pet in Room” door hanger at all times.
- Be present when any member of the hotel staff is in the room, such as someone from Housekeeping or Engineering.
- Notify reception when leaving a pet unattended in the guest room, with information about when you will return.
Credit/Debit Card Policy
Debit and Credit cards will be authorized at check-in for the amount of your stay, plus an amount to cover incidentals. The authorization will hold the funds until check out, at which time the amount actually incurred during the stay will be charged. Authorized amounts may take up to 30 days after departure to be released by your bank or financial institution and the hotel will not be responsible for any resulting fees or charges.
A non-resident wishing to pay by credit card for a guest at the hotel must contact the hotel directly for a credit card authorization form. This form must be completed, signed and sent to fax number (34)(945) 180 871. The fax must also be accompanied by a list of charges that may be applied.
In the case of a business paying for a guest, the company to be invoiced must request a copy of the invoice via fax prior to the guest's stay at the hotel. Once the hotel's accounting department has approved the request, the company will be invoiced directly. Included in the fax request, the company is asked to clearly indicate which charges it will be assume responsibility for.
As of June 1st. 2016, all guest rooms and public spaces are 100% non-smoking. A cleaning fee will be charged to any guest who violates the smoking policy. Smoking is only permitted in outside areas of the hotel.
During peak season, the hotel works with a waitlist for reservations. All requests to be included on the waitlist are handled by the hotel. Please contact the Reservations Department directly for further information.