FAQS

Everything you need to know, from A to Z

We want your experience at El Castelar to feel as effortless and enjoyable as your stay. Here you will find answers to common questions about reservations, schedules, services, amenities, and hotel policies.

If you cannot find the information you need, our team will be happy to help. Contact us by phone or email, and we will provide personalized assistance as soon as possible.

Transportation and directions

How do I get to the hotel?

For recommended routes and transportation options, please visit our Location and Directions page.

Do you offer airport transportation?

Airport transfers are not included. However, we can help arrange private transportation or executive car service for an additional fee.

Does the hotel offer parking?

Parking options are available near the hotel. For availability, rates, and terms, we recommend contacting our team before you arrive.

Reservations

Are cribs or extra beds available?

Some rooms can accommodate an extra bed at no additional charge, subject to availability. Complimentary cribs are also available for all room types.

I booked through a travel agency or third-party website. How can I modify my reservation?

If you booked through a third-party website or travel agency, any changes must be arranged directly with the provider through which the reservation was made.

Is there an additional fee for booking through a third-party platform?

No. We do not charge an additional fee for third-party bookings.

What is the cancellation policy?

Cancellation and deposit policies vary depending on the rate selected at the time of booking. Please review the specific terms of your reservation or contact our team for more information.

Is identification required at check-in?

Yes. A valid government-issued photo ID or passport is required to complete check-in.

Can I check in with a debit card?

Yes, we accept debit cards at check-in.

Do you have connecting rooms?

Yes, connecting rooms are available. They must be requested in advance and are subject to availability.

Do you offer accessible rooms?

Yes. We offer rooms designed for guests with accessibility needs. Please contact our team for details about their specific features.

Is there an early-departure fee?

In some cases, departing before the scheduled date may result in additional charges, depending on the terms of your reservation.

Restaurant

What are the restaurant, bar, and lounge hours?

The restaurant, bar, and lounge are open from 7:00 a.m. to 11:00 p.m. Learn more here.

Billing

I have a question about my bill or invoice. Who should I contact?

If you have questions about charges, invoices, or payments, our team will be happy to assist you. Contact us by phone or email for personalized support.

What forms of payment do you accept?

We accept major credit and debit cards for accommodations, hotel services, and purchases made during your stay.

General

What are the check-in and check-out times?

Check-in: 4:00 p.m
Check-out: 12:00 p.m.

Is smoking permitted at the hotel?

No. In accordance with current regulations, smoking is prohibited in all indoor areas and throughout the hotel.

Does the hotel offer Wi-Fi?

Yes. Complimentary Wi-Fi is available to guests throughout their stay.

Do you have a fitness center?

Yes. Our fitness center features cardio equipment, strength-training machines, and free weights.
Hours: 6:00 a.m.–10:00 p.m.

Do you offer room service?

Yes. Room service is available daily.

Hours: 6:00 a.m.–10:00 p.m.

Do you have a business center?

We do not currently have a business center.

Hours: 6:00 a.m.–10:00 p.m.

Does the hotel have a pool?

Yes. Our pool is located on the rooftop terrace.
Hours: 9:00 a.m.–9:00 p.m.

Do you have a spa?

We do not currently offer spa services.

Do you offer loyalty benefits or rewards for frequent guests?

Ask our team about the promotions, benefits, and special programs available when you book.