FAQS

The sum to be paid will be obtained by applying the following rate to the number of days’ stay: in four-star hotels €4+ VAT. Discounts: 50% for long duration stays (as from the 9th day of the stay).

The sum to be paid will be obtained by applying the following rate to the number of days’ stay: in four-star hotels €4+ VAT. Discounts: 50% for long duration stays (as from the 9th day of the stay).

On arrival at the hotel during the check-in procedure our reception staff will present the corresponding documentation for payment of the tax before entry to the room.

Most tourists will only need to pay for a tourist card that is issued upon arrival at the airport. The cost for the tourist card is US$10 and it will be valid for 30 days. The exit tax is US$20. However, most of the time this is already included in the airline ticket cost. To see if you need a visa, contact the embassy.

From 1 April 2021, all passengers entering or exiting the Dominican Republic will be required to fill in a Dominican Republic Electronic Ticket for inbound and outbound travel.

The country exit tax payable at the airport is €45, $50 USD or $750 MXN per person in cash.

We recommend checking in before showing up at the hotel. If you’ve already booked on www.sirenishotels.com go directly to check-in online.

Check-in is after 15:00 and check-out is before 12:00. These times may vary slightly depending on the destination chosen. You can request a late check-out or an early check-in if you want to. (Service subject to availability and additional charge)

Depending on the type of rate selected, some conditions or others apply.

Non-Refundable rate:

Changes are not permitted. Prepayment: Your credit card will be charged with the total cost of the reservation when you finalize the reservation process.

Cancellation:

In the event of cancellation of a booking with a non-refundable rate or no show, the amount paid will not be refunded.

Flexible rate:

If you cancel at least 48 hours before your arrival date, the hotel will return any deposit you may have paid.

If you cancel after the deadline, the hotel shall charge the amount of the first night, and if the whole booking has been paid, the amount of the first night shall not be refunded.

If you do not show up, the hotel shall charge the amount of the first two nights to the card provided as a guarantee, and if the whole booking has been paid, the amount of the first two nights shall not be refunded.

If you wish to pay the total cost of your booking on arrival at the hotel, your credit card is only necessary as a guarantee for your reservation. The reservation cost will not be charged to your credit card, as payment is to be made at the hotel on the day of arrival, either by credit card or in cash, in local currency and according to the exchange rate of the day. If you cancel two days before your arrival date, you will be charged for the first night of your booked stay; in the case of a no-show, you will be charged for the first two nights.

Sirenis Hotels & Resorts reserves the right to do a pre-authorization for the cost of the first night.

If you have chosen to pay the total cost of your booking now, the reservations system will connect to the bank using a secure connection, in order to give the maximum safety guarantee for the payment process and will charge the amount indicated in the voucher.

If you wish to cancel a booking made on our website www.sirenishotels.com, you may do so under the section "My Booking" on the home page. You will need to include the email address used at the time of booking, and the booking confirmation code.

In the event of cancellation of a booking with a non-refundable rate, the amount paid will not be refunded.

For additional assistance with Caribbean hotel reservations, the contact email is infomexico@sirenishotels.com. If you need further assistance to cancel a booking for hotels located in Spain please contact request.ibz@sirenishotels.com.

If you wish to amend your original booking, whenever your rate allows it, the procedure is as follows:

1. First of all, make a new booking for the accommodation and dates you now require. Please bear in mind that the rates shown on the website are subject to change at any time, as are the booking conditions, so the cost for your new booking may differ to that of the original one. Please also take into account that the room availability is limited.

2. Once you have received the confirmation email for the new booking, with the booking confirmation code and copy of the voucher, you will need to cancel the original reservation, under the section "My Booking" which you will find on the home page. You will need to include the email address used at the time of booking and the booking confirmation code.

3. Please make sure the new booking is successfully made before cancelling the original one, so that you are assured of the accommodation. The booking is confirmed when a reservation code has been generated and a confirmation email has been received displaying the code, with a copy of the accommodation voucher.

If you have not received your reservation confirmation email, please contact infomexico@sirenishotels.com for hotel reservations located in the Caribbean. We will look for your reservation in our system and we will send you a copy of the voucher.

If you have not received the confirmation email for your reservation for hotels located in Spain, please contact request.ibz@sirenishotels.com. We will locate your booking and send you a copy of the voucher.

SIRENIS FRIENDS is the Sirenis Hotels & Resorts loyalty programme. Our renewed loyalty programme is our way of saying a big thank you to all our valued customers who choose to book their holidays directly through our website, and who once registered, will be able to benefit from exclusive benefits with cash rewards.

Sirenis Friends is free to join, and open to all our customers over 18 years of age.

Being part of the Sirenis Friends loyalty programme offers advantages right from the first booking, with a 5% discount and a range of benefits at the hotel.

Our Sirenis Friends loyalty programme has three levels depending on the number of stays during a 24-month period from the date on which the registered user signs up to the programme or moves up to a higher level. Guests automatically move up a level based on the number of stays booked in our hotels within a 24-month period.

The registered user shall have a period of 24 months from the date on which they are assigned a category to comply with the aforementioned conditions of that category or 24 months from the date on which they signed up for the programme. If users don’t meet any of the requirements indicated for the category assigned within the indicated period, they’ll be moved to the level corresponding to the conditions of each level.

The BASIC PRINCIPLES followed by Sirenis Hotels & Resorts are based on three key pillars: Social responsibility, guest satisfaction and respect for the environment.

Our commitments with regard to Quality, Environment and Social Responsibility are defined based on these principles.