Frequently Asked Questions

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.

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 €40 up to 16:00 and €10/hour for each additional hour.

Is there a swimming pool towel service at the hotel?

We offer a swimming pool towel service in your room, for exclusive use within the hotel & without any additional cost. You may change your towels daily, if you wish, for some fresh & clean ones. If you require additional towels in addition to those in your room, please contact reception.

How can I contact the hotel?

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

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.

How much does the safe service cost?

All of our rooms are fully equiped with a free safe where you should deposit your documents & personal items of value. Please ensure that the safe is completely closed every time you leave you room & on the last day before you leave, please ensure that you do not forget anything in your room & leave the door to the safe open. 
The hotel does not take responsibility for any money or items of value left outside the safe. This also applies to our policy for valuable items lost, which are inside the safe, if it has not been closed correctly.

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

Yes, this service is available in the room.

Is there a minibar service available in the room?

No, there is not a minibar service, but there is a mini fridge available in the room.

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 Reception staff 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?

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

Can I request a room with a kitchen?

The Deluxe Junior Suite and Deluxe Master Suite rooms have a kitchen.
To have a room with a kitchen, one of these rooms must be reserved.

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 13:00 and 16:00.

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.

Is there a supermarket near the hotel?

Yes, you will find a supermarket very near the hotel.

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.

Is 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 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 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.

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 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. You will also find a supermarket in front of the hotel. 

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.

What are the facilities for children in the hotel?

The hotel has a games and entertainment area for English-speaking children and a multi-sports court. The Sirenis Aquagames water park is available for hotel guests 6 days per week.

Is it possible to participate in the Thomson activities?

The Sirenis Hotel Club Aura is a Family Life hotel of the tour operator Thomson. The Family Life entertainments team are in charge of organizing all the day time activities for children, and the mini club. Clients who have booked direct or via tour operators other than Thomson will be able to take part in certain activities, subject to availability at the time and only if the children speak and understand English. The mini club activities and service are only for customers who have booked through Thomson.

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.

What is the minimum height necessary for the slides of the water park?

Tornado 1.40m
Kamikaze 1.22m
Aquatubo, Aquafun, Aquaracer 1.10m

Is it possible to hire a pushchair for my baby?

This service is subject to availability at the time. The price is a €20 deposit (payment in cash) and €25 hire per stay.

Is it possible to hire a bottle warmer at the hotel?

This service is subject to availability at the time. The price is a €20 deposit (payment in cash) and €25 hire per stay.

Is it possible to hire a bottle steriliser at the hotel?

This service is subject to availability at the time. The price is a €20 deposit (payment in cash) and €25 hire per stay.

Is there a babysitting service?

There is no babysitting service at the hotel.

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.

Is the hotel accessible for people with reduced mobility?

Yes, all public areas of the hotel (reception, terrace, reataurants, bars, etc.) and 5 rooms are adapted for guests in wheelchairs.

Is the hotel entrance accessible for guests in wheelchairs?

Yes, the entrance is accessible for guests in wheelchairs, and the doors measure 175 cm.

Is the furniture an obstacle for people who are blind or visually impaired?

The furniture of the hotel is not an obstacle for guests who are blind or visually impaired.

Is there a lift in hotel and is it necessary to use it to reach the adapted rooms?

At Sirenis Club Aura there is no lift and the rooms adapted for guests with reduced mobility are located on the ground floor.

How wide is the door of the room adapted for people with reduced mobility?

The door measures 81cm wide, and inside the room you can turn 360º.

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

The hotel offers 4 standard rooms and a Deluxe Junior Suite, all adapted for guests with reduced mobility. 3 standard rooms are equipped with a shower, and 1 standard room is equipped with a bathtub. The Deluxe Junior Suite is equipped with a shower.
The bathroom of the adapted room with a bathtub has an anti-slip floor, the vertical support bar is at a height of 67 cm and the horizontal bar is at 13 cm. The bathroom door measures 80 cm.
The bathroom of the 3 standard rooms with a shower has an anti-slip floor. The vertical support bar is at a height of 66 to 76 cm and the bathroom door measures 80 cm.
The bathroom of the Deluxe Junior Suite with a shower has an anti-slip floor. The vertical support bar is at a height of 66 to 76 cm and the bathroom door measures 80 cm.

Is it possible to access the swimming pool easily?

Yes. The access to the swimming pool and sun terrace is flat. It is also easier to enter the pool thanks to the “beach type” access.

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.

TUI Family Life Sirenis Aura awards

TUI Family Life Sirenis Aura

C/ des Caló s/n

Port d'es Torrent 07829 San José, 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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