FAQ

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?

The Wi-Fi connection from your room or in the public areas of the hotel is free (2 devices/room). Please, request a password at the front desk.

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.

Does the hotel offer a late check-out service?

Yes, the hotel offers a late check-out service depending on availability at the time. At Reception you will be informed how to use this service. In the case of there being no availability for late check-out on the day of your departure, you can use the luggage room to store your luggage and use the courtesy showers to refresh yourself before leaving for the airport.
The service has an additional cost of €40 until 18:00 and €60 until 20:00.

Can I stay at the hotel with my pet?

Animals are not allowed to enter the hotel.

Is smoking permitted in the hotel?

We would remind you that according to Spanish law (28/2005), it is not permited to smoke in the closed areas of the hotels, public areas, dining room, indoor bar, lounges, bedrooms and corridors. Smoking is allowen on the outdoor terrace.

Does the hotel have a security service?

Yes, the hotel has a 24 hour security guard and service with security cameras, but it is recommended not to leave personal objects unsupervised. We inform you that our facilities have an image recording system, whose access is restricted to authorised personnel and which is exclusively for monitoring the access and security of the facilities and people.

Can the beach be accessed from the hotel?

Yes, there is a direct exit to the beach from the terrace next to the swimming pool. You can open the door with the keycard to your room.

Can the hammocks and parasols of the beach be used at no additional cost?

In Spain beaches are not private. The hammocks and parasols of the beach do not belong to the hotel and therefore you must pay to hire them.

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, 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.

Is there a minibar service available in the room?

Your room has a minibar. If you wish to refill the minibar, please contact reception to select your preferred option.

Is there a hair dryer in the room?

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

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

An iron & ironing board may be borrowed free of charge, so please see the Reception staff to arrange this.

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.

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 Reception staff will be able to check the availability and price of the upgrade upon your arrival.

Is there room service at the hotel?

In your room you will find the room service menu. Contact Reception to request this service from 8:00 to 22:00. This service has an additional cost of 15 euros.

Does the hotel have a laundry service?

Yes, the laundry service is available at the hotel. If you wish to use it, complete the form in the wardrobe with the services and prices, put your clothes in the bag next to the request form, and the cleaner will remove and return it in the period indicated on the form.

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 1:00 p.m. and 4:00 p.m..

Why is there so much seaweed on the beach?

The seabed plant life endemic to the Mediterranean is very important to safeguard our beaches and the quality of the sea water. Therefore, the plant life which may accumulate at the sea edge is a natural process, although at certain times of the year in high temperatures it may produce a specific odour.

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, French, German and Italian are 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 23:00h. There are ATM's available in the vicinity of the hotel.

Can tobacco be purchased at the hotel?

No, tobacco cannot be purchased at the hotel.

Is there a Dress Code in the restaurant?

Please wear appropriate clothing to access the restaurant. 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.

Is there baby food such as purée or soups?

There is a microwave in the restaurant for heating baby food; we recommend notifying the head of the restaurant of your needs.

Is there a cold dinner service available at the hotel?

On the day of arrival, guests arriving at the hotel after the dining room has closed may request a cold supper. It is necessary advance notice before the arrival day.

Is there an early breakfast service at the hotel?

If you require an early breakfast on your departure day before the restaurant is open, please see Reception before 8 pm on the previous day.

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

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

Is the hotel accessible for people with reduced mobility?

Although there is not a special menu for people with food intolerances, we recommend that you inform us of your needs before arriving at the hotel so that we can manage your particular case correctly. Precautions are taken for people with allergies, especially when Reception or the head of the restaurant is notified.

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 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, in the bars of the hotel you can purchase mineral water and bottled drinks. You will also find 24 hour vending machines with water, soft drinks and snacks at reception.

Are any vaccinations necessary?

It is not necessary to be vaccinated when travelling to Ibiza

Is there a chemist in the hotel complex?

No, but there is one nearby.

 

Is there a babysitting service?

There is no babysitting service at the hotel.

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.

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?

In the area surrounding the hotel there are offices for care and motorbike hire. This service is also offered from the hotel reception.

Is there a taxi rank near the hotel?

If you require a taxi, please see Reception. Alternatively, there is a taxi rank just a few metres away from the hotel, in front of the Sirenis Hotel Goleta & Spa. We would like to point out that obteining a taxi in high season may be difficult.

Is there a bus stop near the hotel?

You will find a bus stop 15 metres to the right of the exit of the hotel. Tickets can be bought on the bus itself. Check the timetable of the service at Reception. 

How do you reach the city centre?

From the dock in front of the hotel there is a boat to the city of Ibiza. Check timetables and prices at Reception. There is a bus stop 15 metres to the right of the exit of the hotel. There is also a taxi rank just in front of the hotel.

How can you go to Formentera?

From the dock in front of the hotel there is a boat to Formentera. Check timetables and prices at Reception.

 

Is the hotel accessible for people with reduced mobility?

Yes, all public areas of the hotel (reception, terrace, restaurants, bars, etc.) and 5 rooms are adapted for guests with reduced mobility.

Is the hotel entrance accessible for guests in wheelchairs?

Yes, the entrance has 2 automatic doors measuring 2 metres.

Is the lift adapted for people with reduced mobility?

Yes, the doors of the lift measure 80 cm. The interior dimensions are 100 cm width and 90 cm depth. The handrail is a height of 90 cm. Additionally, the lift buttons are in braille.

Is it necessary to use the lift to reach the adapted rooms?

The adapted rooms are found on accessible floors, but requires use of the lift.

What is the width of the door to the adapted room?

The door is 80 cm wide, and inside the room it is possible to make a 150 cm turn.

How is the bathroom set up in the rooms adapted for people with reduced mobility?

The bathroom of the adapted room has a shower with a continuous anti-slip floor. The vertical support bar is at a height of 70 cm to 117 cm.

Is it possible to access the swimming pool easily?

Yes. Accesses to the swimming pool and sun terraces are flat and there are no obstacles. The hotel has a special chair for entering the swimming pool. It can be used with the help of the lifeguard.

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 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.

If you need further assistance to cancel a booking please contact request.ibz@sirenishotels.com.

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 request.ibz@sirenishotels.com. 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 four star hotels €3 + 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 Tres Carabelas & Spa awards

 

Sirenis Tres Carabelas & Spa

Avda. Pedro Matutes Noguera s/n

Playa d'en Bossa, 07800 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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