Frequently Asked Questions

What is the usual schedule for arrival and departure?

The schedule for Check-in is from 2:00 pm and Check-out is until 12:00 pm.

Does the hotel have Air Conditioning?

Yes, throughout the hotel.

Does the hotel have parking? How much?

Yes it has parking. If you book the car through our website or at the hotel reception you can park without charge, otherwise, the cost is 4€ per day (in both cases, subject to availability)
There are also places for the disabled.

Is there Wifi in the hotel?

Yes, throughout the hotel there is free wifi.

How many pools are there in the hotel?

We have 2 beautiful outdoor pools: the Infinity Pool and another fantastic pool, heated during the winter months, where you can take a bath or relax in the sun on one of our loungers.

Is the pool heated during the winter months?

Yes, one of the pools is heated during the cold months (until March).

Does the hotel have a pool towel service?

We provide towels for the beach and pool for a deposit of € 15 per unit and you can change them every two days.

Are you allowed to reserve sunbeds?

It is not allowed to reserve sunbeds. Only if you are an Excellence customer, you can reserve loungers in an exclusive area by the pool.

Do you have a SPA?

We have a Spa with circuit (limited capacity: 6 people max.) And offer massages, body treatments and facials (with an additional charge)

What treatments does the Spa offer?

MASSAGES:

  • Relaxing (Back, neck and shoulders) / (Full back massage + arms, legs and head) or (Body, face and feet)
  • Moisturising with Aloe Vera (Sunburn)
  • Hot stones (very relaxing technique, reduces chronic pain, balances the nervous and circulatory system)
  • Therapeutic / Decontracting (designed to relieve muscle-skeletal pain, posterior pain, improve contractures and relax specific tensions that occur every day)
  • Sports (high intensity massage, mainly for athletes, in which muscles stretch and contractions are relieved)
  • Legs and feet (Returns circulation, relieves the heaviness produced by daily life, suppresses tiredness in the legs and feet, reduces the appearance of  veins)
  • Oriental with pindas (body) or (complete massage)
  • Body reflexology

 

BODY TREATMENT

  • Seaweed (wrap + scalp massage)
  • Mud wrap (wrap + scalp massage)
  • Tired legs (peeling + wrap + massage)
  • Chocolate treatment (peeling + wrap + head massage)
  • Fruit treatment (peeling + wrap + head massage)
  • Exfoliating – moisturising treatment (body and face)

 

FACIAL TREATMENT

  • Facial (exfoliant + mask + hydration)
  • Nourishing-firming facial (facial + massage + eye contour cream)
  • Craniofacial massage (It is a massage that releases the tensions of stress and anxiety)
  • Oriental facial massage with pindas (with antioxidant, antiseptic and rejuvenating properties of the epithelial cells, in addition to moisturising and slightly exfoliating action)
What benefits do Excellence customers have?

Excellence customers can benefit from: Pillow menu, reservation of lounge chairs in the exclusive pool area, extra bedding, special amenities, premium drinks (all inclusive), priority of unlimited reservations in our themed restaurant, late check- out subject to availability (consulting with reception a few days before).

What does All Inclusive include?

For the “All Inclusive” board, you can enjoy 3 daily meals with local alcoholic beverages, soft drinks, hot drinks and snacks.

If we book “all inclusive”, is the wine included?

Only the house wine is included in the “all inclusive” board. The wines on the menu carry an additional charge.

What are the restaurant’s hours?
  • Breakfast: 07: 30 – 10: 30
  • Late breakfast: 11: 00 – 13: 00 (Snack bar)
  • Lunch: 13: 00 – 15: 00
  • Pool Bar: 10: 30 -18: 00
  • Snack Bar: 11: 00 – 18:30
  • Buffet Restaurant: 6:30 p.m. – 9:30 p.m.
  • Themed restaurant “Ocean Blue” (subject to reservation): 6:30 p.m. – 9:00 p.m.
  • Drinks (at the bar until midnight)

The hotel reserves the right to change the schedule of meal times according to the season.

Is the dining room adapted for people with disabilities?

The restaurant is very spacious and accessible to all our guests. Like the rest of the hotel facilities.

How many rooms does the Junior Suite have?

It has a living room and bedroom with a room divider. The living room is equipped with TV.

Are there lounge chairs on the balcony of the Excellence Suite?

Yes, the large balcony is equipped with hammocks.

Where are Superior Double rooms located?

The Superior double rooms are located on floors 1 to 8.

What items are in the bathroom?

In the Double Comfort, Double Superior and Junior Suite rooms there is shower gel and the following Amenities: 2 toothbrushes, 1 shower cap, 1 shaving set, 1 comb, 2 bars of soap, 1 shoe cleaner, 1 sewing kit.

In the double rooms Excellence, Suite Excellence and Suite HOVIMA Excellence are available the following Amenities: 2 toothbrushes, 1 shower cap, 1 shaving set, 1 comb, 2 bars of soap, 1 shoe cleaner, 1 kit sewing kit, deodorant, vanity kit (cotton pads and buds), tissues, conditioner, shower gel and shampoo in small bottles.

Is there a safe in the room? How much?

There are safes in the rooms. The price is € 3 for one day and € 18 for a week. A deposit of € 10 is requested for the key.

Do the rooms have an iron?

No, but you can request it at the reception for a € 20 deposit.

How much does late check-out cost?
  • Until 3:00 p.m. — € 21
  • Until 18:00 hours — € 32

In both cases subject to availability. It has to be consulted one day before with reception.

What is the minimum age to reserve a room?

In general, the minimum age is 18 years. However, children under 16 can spend their holidays in our hotel if they are accompanied by an adult who is at least 18 years old.

For special celebrations, anniversary, etc. Is there any special treatment?

Yes, the hotel will have a detail as a courtesy. If you wish, there are special SPA treatments for couples. This carries an additional charge, but we always recommend it.

Is there a transfer service?

The hotel does not offer a transfer service but there is a public transport service, for more information visit: http://www.titsa.com. Also, if you need more information send an email to: info.costaadeje@hovima-hotels.com and we will respond as soon as possible.

How do I know if my hotel reservation has been confirmed successfully?

When you have completed the reservation process, the confirmation page will appear. Here you will find all the information of your reservation you can download it in PDF format. We will also send you an email with all the information of your reservation.

Can I cancel a reservation? What expenses occur?

The cancellation of the reservation can be made through the confirmation email of your reservation through the link “click here to cancel your reservation”.
Remember that the deposits that are charged at the time of booking, in case of cancellation or no show at the hotel, will not be refunded.

Deposits:
The amount is € 80 / unit, and € 150 / unit for stays that go through periods of Christmas, New Year and Easter.
* The pending amount has to be paid at the Check-in.

Non-Refundable Rate: 100% payment of your stay will be made at the time of booking confirmation through a charge on your credit card. This fee is not entitled to a refund in case of cancellation, modification or no show at the hotel.

How do I know if my reservation has been cancelled?

Once the reservation is cancelled, you will receive an email confirming the cancellation. Check the inbox and the spam folder.

Can I modify a hotel reservation?

For changes or extensions of reservations or in case of any other doubt for any of our hotels, please contact the Reservations Department directly through one of these methods:

  • e-mail: info@hovima-hotels.com
  • Phone: +34 922 797 677/661
  • Fax: +34 922 794 221
Where can I find the hotel’s telephone number and/or e-mail address?

Within “Contact” you will find all the information you may need.

The consumptions in the restaurants and bars that are not included in the board how and when can I pay them?

These drinks are charged directly to your room, not being possible to pay directly at the point of sale. These extras have to be paid at reception, if possible, before the check-out.

Is the hotel open all year?

Yes.

What is the reception schedule?

It is open 24 hours.

Does the hotel have elevators?

Yes, it has 3 elevators.

Are animals allowed?

No, pets are not allowed in this hotel.

Is smoking allowed in the hotel?

By law, smoking is prohibited throughout the interior of the complex. Please ask reception for the areas enabled for this purpose in the outdoor area.

What time is arrivals and departure?

The schedule for Check-in is from 2:00 p.m. and Check-out is until 12:00 p.m.

What documentation do I have to present at reception when checking in?

Identification documentation of all occupants (including children), reservation confirmation or agency voucher.

Can I put my luggage somewhere while I wait for the apartment on the day of arrival or at the time of my departure on the day of departure, after leaving the apartment? Does it have any cost?

Yes, in the reception area there is a trunk where you can leave your luggage (free of charge).

How much does late check-out cost?

Starting at 2:00 pm, late check-out costs €30 (subject to availability, ask 1 day beforehand at reception).

In the case of late departure from the hotel on the day of departure if I cannot check out the apartment late, is it possible to take a shower before leaving? Does it have any costs?

Whenever hotel availability permits, a courtesy apartment (free of charge) is enabled to take a shower before departure. You need to book in advance and you have ½ hour to take a shower.

Is there air conditioning in the hotel?

Yes, throughout the hotel (except in the themed restaurant).

Does the hotel have parking? How much?

It does have parking. If you book the car through our website or at the hotel reception you can park free of charge, otherwise, the cost is € 6 per day (in both cases, subject to availability)
There are also places for people with reduced mobility (it is advised to book in advance).

Does the hotel have Wifi? With or without charge?

You can enjoy the free Wi-Fi connection throughout the hotel.

How many pools are there in the hotel? Are these heated?

The hotel has 2 swimming pools. One of them has integrated a slide for children. All pools are heated in winter (from November to March included).

Are the pools all freshwater?

Yes, the pools are freshwater and have adequate daily maintenance so that there is always fresh and clear water.

What is the pool usage schedule?

The pool schedule (with lifeguard) is from 10:00 a.m. – 6:00 p.m.

Are you allowed to put inflatables (floats etc.) in the pool?

No. The only thing that is allowed are armbands for children.

Does the hotel have pool towel service?

We provide pool / beach towels for a € 15 deposit / towel and you can change them every 2 days.

Is it possible to reserve sun loungers?

No, it is not allowed.

Is it true that from this hotel there is direct access to the beach?

Yes, our clients have direct access from the pool area to the “La Pinta” beach, which is separated only by the promenade.

Is there a gym?

We do not have a gym in our facilities.

Is there a SPA or beauty treatments?

There is no SPA in this hotel and no beauty treatment are offered.

Are there any shops or a supermarket in this hotel?

No, there are no stores or supermarkets inside this hotel, but in the immediate vicinity you will find an extensive offer.

Are all the apartments renovated?

The entire hotel was completely renovated in summer 2017.

Can I request a cot? How much?

Yes, you can request it during your reservation or once at the hotel at our reception, which is free.

Can I request a high chair for the apartment? How much?

Yes, you can request it during your reservation or once at the hotel at our reception, which is free.

Can I request a pram? How much?

Yes, you can request it during your reservation or once at the hotel at our reception, which is free.

Can I request a bottle warmer? How much?

Yes, you can request it during your reservation or once at the hotel at our reception, which is free.

Can I request a baby bath? How much?

Yes, you can request it during your reservation or once at the hotel at our reception, which is free.

What is the maximum number of people allowed per apartment?

Comfort One-Bedroom Apartment / Superior One-Bedroom Apartment and Excellence One-Bedroom Apartment: 2 adults + 2 children or 3 adults + 0 children

Family Apartment: 3 adults + 2 children or 4 adults + 1 child (5 adults not possible)

Comfort 2-Bedroom Apartment / Superior 2-Bedroom Apartment and Excellence 2-Bedroom Apartments: 4 adults + 2 children or 5 adults + 0 children

Excellence 3-bedroom apartment: 6 adults + 2 children or 7 adults + 0 children

How often are the apartments cleaned?

7 days a week.

How often are the sheets and bath towels changed?

Change of sheets:

Comfort Apartments / Superior Apartments and Family Apartments: twice a week

Excellence Apartments: every 2 days

Change of bath towels:

7 days a week (on request).

What services do the apartments have?

Refrigerator, safe, hairdryer, equipped kitchen, microwave, satellite TV and…
According to the typology reserved there is variation in the services provided, so if you enter the “Apartments” point you can consult it according to typology.

What are the measurements of the safes?

40 x 20 x 45cm

Is there a safe in the apartments? How much?

Yes there is a safe in the apartments. The price is 1 day —- € 3 // 1 week —- € 18

Does the equipped kitchen include a coffee maker?

Yes, according to the typology reserved, it includes a Nespresso coffee machine or coffee maker with daily capsule replacement. If you enter the “Apartments” point you can consult it according to type.

Is there room service?

No, this hotel does not offer room service.

Do the apartments have an ironing board and iron?

No, but you can request it at reception. They take you to your apartment for use at the moment. Once finished they have to be returned, not kept until the day of departure.

Does the bathroom have a hair dryer?

Yes, all the apartments have a hair dryer.

What toiletries are there?

In the Comfort apartments and Family Apartments there is bath gel and shampoo.

In the Superior apartments there is bath gel, shampoo and the following amenities in a sachet: tissue, comb, toothbrush, shoe cleaning pad, shower cap

In the Excellence apartments there is bath gel, shampoo and the following amenities in boxes: tissue, comb, toothbrush, pad to clean shoes, shower cap, seamstress, bathrobe and slippers.

What apartments have sea views?

The apartments that enjoy the sea view are the Superior and the Excellence.

Do the apartments that overlook the sea also have views of the pool?

Not all apartments have sea views also have views of the pool. During reservations you can make a request, although we cannot guarantee it 100% in advance.

Do the apartments have showers or baths?

All our apartments are equipped with a shower.

What is the difference between a Family Apartment and a Comfort Apartment?

The Family Apartment is recommended if you are traveling with children. These apartments have a bedroom designed for them with 2 single beds, a sofa bed and a double bed in the living room. These units are located on the ground floor with direct access to the playground and / or pool.

The Comfort Apartment has a bedroom with 2 single beds and a sofa bed in the living room. These units are located on several floors and overlooking the garden or mountain or neighboring complexes.

What benefits do Excellence customers have?

Excellence clients can benefit from: a luxurious equipment apartment, located with great sea views and a large balcony equipped with individual and private sun loungers. Welcome pack in the fridge, Nespresso coffee maker with daily capsule replacement, pillow menu, uncovered bed, special amenities with bathrobe and slippers, special breakfast in our themed restaurant, priority of unlimited reservations for dinner in our themed restaurant, late check-out (subject to availability, you have to check it 1 days before at reception).

For special celebrations, anniversaries, etc. Is there any special treatment?

Yes, of course, as long as the hotel has proof of this, a courtesy detail is given.

Is there a laundry service?

For your convenience, the hotel offers a laundry service (with charge).

Does the restaurant have a terrace?

Yes, the buffet restaurant and the themed restaurant have a terrace.

What are the hours of the restaurants / bars?

Breakfast: 07:30 – 10: 30

Lunch: 1:00 p.m. – 3:00 p.m.

Pool Bar (Buffet Snacks): 10:30 –13:00 and 15:00 – 18: 00

Dinner at Buffet Restaurant: 6:30 p.m. – 9:00 p.m.
We offer themed menu

Dinner à la carte in themed restaurant (subject to reservation): 6:30 p.m. – 9:00 p.m.

Drinks in the bar until midnight

The hotel reserves the right according to season and need to make small changes in meal times

If you have a half-board reservation, is it possible to change dinner for lunch?

It will not be a problem to occasionally change dinner for lunch (prior notice to reception).

What does the “Premium All Inclusive” include?

As for the “All Inclusive Premium” board you can enjoy the 3 daily meals in buffet style, with brand alcoholic beverages (Premium alcoholic beverages not included), non-alcoholic drinks, hot drinks and snacks.

If we reserve “All Inclusive Premium”, is the wine included?

Only the house wine is included in the “All Inclusive Premium” board. The wines of the menu carry an additional cost.

How and when can I pay for drinks in restaurants and bars that are not included in the reserved board?

These drinks are charged directly to your room, not being possible to pay them directly at the point of sale. These extras have to be paid at the reception at the latest at Check-out.

What are the leisure offers for children?

We have a TV room and games. We also have pool tables (with charge). There is a Splash area, playground and a multipurpose court.
We offer clubs, according to children’s ages:
Baby club: 6 months – 3 years (limited places and prior reservation)
Mini club: 4 – 8 years
Junior club: 9 – 12 years

In addition, children will get great enjoyment from the activities organised by our entertainment team.

Is there an entertainment program for adults?

Yes, for adults we also offer an extensive entertainment program

For reservations made through the official websites of HOVIMA Hotels, can I cancel a reservation? What expenses can you generate?

The cancellation of the reservation can be made through the confirmation email of your reservation through the link “click here to cancel your reservation”.
Remember that deposits that are charged at the time of booking, in case of cancellation or no show at the hotel, will not be refunded.

Deposits:
The amount is € 80 / unit, and € 150 / unit for stays that go through periods of Christmas, New Year and Easter.
* The outstanding amount has to be paid at check-in.

Non-Refundable Rate: Payment of 100% of your stay will be made at the time of booking confirmation through a charge on your credit card. This rate is not entitled to return in case of cancellation, modification or no show at the hotel.

For reservations made through the official websites of HOVIMA Hotels, how do I know if my reservation has been canceled?

Once the reservation is canceled, you will receive an email confirming the cancellation. Check the inbox and spam folder.

For reservations made through the official websites of HOVIMA Hotels, can I modify a reservation?

For changes or extensions of reservations or in case of any other doubt for any of our Hotels, please contact the Reservations Department directly via email: info@hovima-hotels.com

For reservations made through the official websites of HOVIMA Hotels, how do I know if my hotel reservation has been successfully confirmed?

When you have completed the reservation process, the confirmation page will appear. Here you will find all the details of your reservation which you can download in a PDF format. We will also send you an email with all the information of your reservation.

For reservations made through the official websites of HOVIMA Hotels, how can I make a hotel reservation for another person?

During the reservation process, you have the option of putting another person as the reservation holder.

For reservations made through the official websites of HOVIMA Hotels or the reservation center of HOVIMA Hotels, in case I have to pay a pending amount, when and how do I have to pay it?

At check in, you have to pay the pending amount of the stay. You can pay by visa or cash (in euros).

For reservations made through the official websites of HOVIMA Hotels or the reservation center of HOVIMA Hotels, if I want to pay the amount of my stay before arrival, how can I do it? Can I pay it with my visa card?

In that case, please contact the following email well in advance (to allow time for the money to arrive before the arrival date): info@hovima-hotels.com. No, if you want to pay the pending amount in advance, it cannot be done with a visa card, it has to be by bank transfer.

Where can I find the hotel phone number and / or your email address?

Inside “Contact” you will find all the data you may need.

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