Frequently Asked Questions

Does the hotel offer a late check-out service?

Yes, the hotel offers a late check-out service, depending on availability at the time. We will inform you how to use this service at Reception.
The service costs €45 up to 21:00.

Is there a swimming pool towel service at the hotel?

Yes.  A deposit of 10€ is payable (in cash) for each towel.
The deposit will not be refunded in the event of loss, removal or theft of a towel or towel receipt. Full information is available at Reception.

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

Room occupancy begins at 2 pm on the first day of the booked period.
Room occupancy ends at 12 pm on the day the booked period ends. The establishment will understand that the customer wishes to extend their stay by a day in the event that they do not leave the room by the time stated above.

How much is the Wi-Fi connection?

Wi-Fi connection from your room or anywhere in the hotel is free for 2 devices per room. Please request a password for access at Reception.

How can I contact the hotel?

Please complete the contact form available on the upper section of our website.

How much does the safe service cost?

In your room you will find a safe which can be hired by paying a deposit of €15 (payment in cash) and a fee of €2 per day. On your day of departure please leave the door of the safe open, bring the key to Reception and the amount you have paid as a deposit will be refunded. The hotel is not responsible for money or objects of value which have not been placed inside the safe. The loss, removal or theft of the key of your safe will result in the loss of the deposit.

Is there a tea/coffee service available in the room?

The Deluxe rooms offer a tea/coffee service with replenishment.

Is there a minibar available in the room?

No, there is no minibar or fridge in the room. If you need to refrigerate any food or medication, please contact reception and we will be pleased to help you.

Is there a hair dryer in the room?

Yes, you will find a hair dryer in the bathroom.

Is it possible to reserve a room upgrade in advance?

It is not possible to guarantee an upgrade to a superior category room before arrival at the hotel.
It is only possible to request an upgrade to a superior category room upon arrival at the hotel, and it will always depend on availability at that time.
The personnel at Reception will be able to check the availability and price of the upgrade upon your arrival.

Is there an iron and ironing board available in the room?

No, this service is not available at the hotel.

May I request a specific room at the hotel?

We try to accommodate our clients based on the type of room selected at the time of reservation. You can email the hotel with your requests and needs. Please don't forget to include the details of your reservation. Our Reception staff will do everything possible to satisfy your wishes based on availability at the time and without guarantee of confirmation before arrival.

What is the climate in Ibiza?

Ibiza has a Mediterranean climate. In summer, from June to September, the average temperature is 28º C and can reach 35º C. On the beautiful beaches on the island, the water temperature averages 25º C. In winter the average temperature is 20º C.

Which clothes are best in summer?

In summer, it is preferable to wear cool clothes and of course don’t forget your swimming costume! At the beginning and end of the summer season, you will need a light cover up for the evenings, and during the winter you need warm clothes.

Which sun protection factor should I use?

With the high temperatures in summer, we would advise you to use sun lotion with an average protection index of 20 to 50, especially for children. It is also recommended to avoid sunbathing between 1pm and 4pm. 

What is the currency?

In Ibiza, as in Europe, the currency is the Euro.

What is the official language?

The official languages are Spanish and Catalan; at the hotel English is also spoken.

Is it possible to change currency or withdraw money at the hotel?

The hotel has a currency exchange service at Reception between 08:00 and 22:00h. There are ATM's available in the vicinity of the hotel.

IIs there a dress code for the hotel restaurants?

Please wear appropriate clothing to access the restaurants. It is strictly prohibited to enter barefoot, in swimwear, with wet clothes or topless.
At dinner it is recommended to dress more formally.

Does the hotel cater for vegetarians?

Although there is not a special menu available for vegetarians, there is a wide variety of salads and different dishes suitable for vegetarians.

Are there special dishes for diabetics?

Diabetic dishes are available, so we would recommend that you inform the hotel reception of your needs on arrival, or to the restaurant manager.

Does the hotel offer a picnic service instead of lunch or dinner?

Yes, the hotel offers picnics instead of lunch, which should be booked a day in advance at Reception, before 20:00h.

Do the different restaurants of the hotel offer gluten-free foods?

Although there is no special menu for people intolerant to gluten, the buffet restaurants of the hotel offer gluten-free foods, especially when Reception or the head of the restaurant is notified.  

Is it safe to drink the water in the hotel?

Yes, the water is safe to drink however we would advise you not to drink from the tap.

Can we buy mineral water in the hotel?

Yes, bottled mineral water and other drinks are available for purchase from the hotel bars. 

Are any vaccinations necessary?

It is not necessary to be vaccinated when travelling to Ibiza.

Are food allergies taken into consideration?

Yes, particular attention is made for guests suffering food allergies, so please advise the staff accordingly on arrival to the hotel or to the restaurant manager. 

Is there a chemist in the hotel complex?

No, but there is one nearby.

Is there a medical service?

If you require a private 24 hour medical service, Reception can manage the service for you. 
The closest public health centre is located in Santa Eulalia del Río, approximately 4km away.

Is it necessary to notify the hotel to reserve a cot? Does it have an additional cost?

If you are travelling with a baby under 2 years old, the cot will be available in your room upon arrival. This service is free.
If your baby is over 2 years old and requires a cot, the hotel must be notified, and will provide one for free, depending on availability at the time.

Is there a baby sitter service available at the resort?

No, there is no babysitting service in the complex.

Is the hotel accessible for pushchairs?

Being a complex at the foot of the mountain, the slopes and numerous staircases make the hotel inaccessible for pushchairs.

Does the hotel offer a transfer service from the airport?

If you need to reserve a transfer, you can check availability and rates on our website. Click on the "Book Transfer" section of the Homepage.

Is there a car hire service in the hotel?

Car or motorbike hire may be arranged at Reception.

Can a taxi service be requested from the hotel?

If you require this service, visit Reception and they will be pleased to help you.
If you require it for an airport transfer, you can reserve this service at Reception with enough notice.
We inform you that in the high season it can sometimes be difficult to find a taxi.
You will find a taxi rank in the area.

Is the hotel accessible for people with reduced mobility?

Being a complex at the foot of the mountain, the slopes and numerous staircases make the hotel inaccessible for people with reduced mobility.


What are the online booking conditions?

Non-Refundable rate: 
Changes are not permitted. 
Prepayment: Your credit card will be charged with the total cost of the reservation when you finalise 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 up to 48 hours before the arrival date: the hotel will refund any deposit you may have paid. If you cancel after this time or do not arrive: the hotel will charge the first night to the credit card left as a guarantee, and if the total has already been paid, the amount for the first night will not be returned. 
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. Only in the event of cancellation two days before the arrival date, or if you do not arrive, will the first night's accommodation be charged to your credit card. 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. 

What should I do if I want to cancel my booking?

If you wish to cancel a booking made on our website, 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.

If you need further assistance to cancel a booking please contact

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

What should I do if I want to amend my booking?

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.

What should I do if I do not receive the confirmation email after making the booking?

If you have not received the confirmation email, you should contact We will locate your booking and send you a copy of the voucher.

What is the tax on tourist stays?

The Balearic Government approved a law taxing tourist stays in the Balearic Islands. This tax came into effect from the 1st July 2016 and will tax stays in tourist establishments as from this date.
It is a direct tax, which will be paid in full into a fund for encouraging sustainable tourism.

Who is obliged to pay this tax?

All clients staying at the hotel (stays of persons under 16 years of age are exempt).

How is the amount to be paid calculated?

The sum to be paid will be obtained by applying the following rate to the number of days’ stay: in three star hotels €2 + VAT.
Discounts: 50% for long duration stays (as from the 9th day of the stay).

When should our clients pay the tax?

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.

Sirenis Cala Llonga Resort awards

Sirenis Cala Llonga Resort

Cala Llonga

07840 Santa Eulalia del Río, Ibiza - España

Approximate exchange rate, valid for information purposes only. We would remind you that according to the applicable legislation, payment is to be made in local currency.

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