Frequently asked questions

Frequently asked questions

Clarity right from the start for a hassle-free stay.

Exploring your next destination is exciting, and we want to make sure you have all the information you need for a worry-free stay.

Desde la ubicación hasta los servicios adicionales, esta página de Preguntas y Respuestas responde a todas tus inquietudes para que puedas disfrutar al máximo de tu experiencia.

Preguntas y respuestas

Antes de entrar

En tu email de activación de la llave tendrás un plano de nuestro edificio, todas las habitaciones están señalizados de manera que sea fácil encontrarlos.

You'll also find a map of the building at the hotel entrance in case you have any doubts! 😊

Cuando localices tu habitación, verás que en la puerta hay una cerradura electrónica. Simplemente introduce tu código y aprieta el botón del tick.

La cerradura se pondrá en verde y tu puerta se abrirá automáticamente.

1 semana antes de tu entrada recibirás un email para hacer el pago de la reserva. Dispones de hasta 2 días antes de la entrada para proceder al pago.

If your reservation is not paid 2 days before the check-in date, we will proceed to cancel it. Remember, you have up to 2 days before check-in to cancel without any charges.

As long as your reservation does not incur cancellation fees, we will process an automatic refund upon receiving the cancellation. Within 72 hours, you'll have the prepaid amount refunded back to your card.

If you've made your reservation through Airbnb, Expedia, or Booking, you've already paid the total price of your stay directly to the agency. However, you'll need to make the payment for the tourist tax applicable to your stay, as well as for any additional extras you choose.

You'll receive an email to pay the outstanding amount, similar to other travelers.

Yes, it is mandatory for the guest to register all occupants of the reservation. We are legally obliged to register all guests.

As our reception is virtual, you are the final and sole responsible party for entering this information.

No, we're sorry. You need a debit or credit card to guarantee your reservation.

If you're a business, please write to us at [email protected]. We will assist you in understanding your needs and offer a tailored solution accordingly.

Don't worry about your refund! Depending on our approval process and your bank, refunds should take between 1 to 2 days to appear in your account 😊.

You can pay with a credit or debit card. Payment must be made before accessing the accommodation.

No problem. You can access your room anytime after the check-in time (at 3:00 PM) until whenever you'd like 😊.

Your room will be ready and waiting for you

Check-in starts at 3:00 PM. However, you can opt for an early arrival service (with a surcharge) to begin your vacation earlier.

This service is subject to availability. You can contact us via email: [email protected] or through WhatsApp at (+34) 699 812 097.

You can add the extra during the online check-in process or include it at the time of booking with us.

We recommend checking your spam folder in your email, as sometimes our communications end up there. If you still can't find it, please contact us via WhatsApp at the following phone number and we'll try to assist you: (+34) 699 812 097

We can resend it to you without any issue.

Remember that on our website, you'll always find the best price and full availability. If for any reason you decide to cancel your reservation, please consider the following:

  • Agency Reservations: If you've booked through an agency or any third party like Booking, Expedia, or Airbnb, you'll need to contact them directly to handle your cancellation.
  • Direct Reservations: If you've made your reservation directly with us, whether by phone, email, or on our website, you'll need to do so directly through the confirmation email, clicking on the 'MANAGE MY RESERVATION' button.

Keep in mind that cancellations may incur penalties, up to 100% of the stay if canceled outside the designated timeframe.

Remember that on our website, you'll always find the best price and full availability. If for any reason you decide to cancel your reservation, please consider the following:

  • Agency Reservations: If you've booked through an agency or any third party like Booking, Expedia, or Airbnb, you'll need to contact them directly to handle your cancellation.
  • Direct Reservations: If you've made your reservation directly with us, whether by phone, email, or on our website, you'll need to do so directly through the confirmation email, clicking on the 'MANAGE MY RESERVATION' button.

Keep in mind that cancellations may incur penalties, up to 100% of the stay if canceled outside the designated timeframe.

Si quieres alargar tu estancia estaremos encantados de atenderte y ofrecerte el mejor precio a través de nuestra recepción virtual, ponte en contacto con nosotros a través de nuestro whatsapp: (+34 628 981 519), ¡te explicaremos el procedimiento!

For any other modification, please note the following:

  • Agency Reservations: If you've booked through an agency or any third party like Booking, Expedia, or Airbnb, you'll need to contact them directly to handle any modifications.
  • Direct Reservations: If you've made your reservation directly with us, whether by phone, email, or on our website, you should do so directly through the confirmation email, clicking on the 'MANAGE MY RESERVATION' button, and follow the steps to make the change.

Keep in mind that cancellations may incur penalties, up to 100% of the stay if canceled outside the designated timeframe.

Once you've completed the guest registration and payment for the reservation, you will receive the number of your room and the PIN to access it.

You'll receive an email before 3:00 PM on the day of your arrival with the building layout and the assigned room number.

If you encounter any issues receiving the confirmation email, please contact us via the WhatsApp number provided in all our communications.

Yes, our pool is seasonal, operating from Easter to October.

Yes, the pool is for the exclusive use of our hosted clients and free access during opening hours from 10 a.m. to 9 p.m.

We generally assign our rooms based on availability and the type of accommodation booked. However, if you want your room to have a specific location in the building, you can make the request to: [email protected] and we will take note of your room assignment.

We do not have public parking at the hotel. Just 5 minutes from the hotel there are free public parking lots.

Our arrival and departure times are as follows:

  • Check-in (arrival): 3:00 PM - please note that your access code will not be activated until this time
  • Check-out (departure): 12:00 PM

If you need to access your room earlier, feel free to contact us via WhatsApp at (+34 628 981 519) or email us at [email protected].

At RVHotels, we are animal lovers; however, pets are not allowed in our hotel. If you prefer to travel with them, our chain has pet-friendly hotels where household pets are welcome. Take a look at this link!

You can arrive at any hour and enter using the code provided before arrival, which will open both the hotel door and your room. Our reception is virtual, but we are available for anything you might need via WhatsApp at ((+34 628 981 519).

Our establishment offers a buffet breakfast service depending on the season, check if the option for bed and breakfast or accommodation only appears in the room reservation process.

If you have not contracted the breakfast service, you can go directly to the restaurant and ask our staff.

Spa services are contracted as extras in accommodation reservations, you have them all on our website www.hoteviladecaldes.com and we have experiences of various types. It is advisable to book in advance to guarantee availability and offer you the best available hours. The purchase of our Spa products must be made at https://www.hotelviladecaldes.com/ca/serveis-wellness/. Once the purchase is made, we will contact you to jointly agree on the date and time of completion. If you want to enjoy the Spa once you arrive at the hotel, send us the request by WhatsApp and we will make the reservation for you.

Lo lamentamos pero no disponemos de servicio de lavandería en nuestro hotel

No tenemos un lugar donde guardar las habitaciones pero puedes subir la bicicleta a la habitación y dejarla en el balcón.

Durante tu estancia

Te recomendamos que busques en el SPAM de tu correo, en ocasiones nuestras comunicaciones van a parar a esta carpeta. Si aún así no consigues encontrarlo ponte en contacto a través de whastapp al siguiente número de teléfono e intentaremos ayudarte: (+34 628 981 519). Te lo podemos volver a enviar sin problema.

We can resend it to you without any issue.

Cuando localices tu habitación, verás que en la puerta hay una cerradura electrónica. Simplemente introduce tu código y aprieta el botón del tick.

La cerradura se pondrá en verde y tu puerta se abrirá automáticamente.

En tu email de activación de la llave tendrás un plano de nuestro edificio, todos las habitaciones están señalizados de manea que sea fácil encontrarlos. ¡Encontrarás también un mapa del edificio en la entrada por si tienes dudas! 😊

Tanto en los emails de confirmación como en el plafón informativo de tu reserva, encontrarás un número de Whatsapp que está disponible 24h/7. La recepción online comunicará al departamento correspondiente la incidencia para subsanarla lo antes posible.

No hay problema. Podrás acceder a tu habitación a partir de la hora del check in (las 15:00h) hasta la hora que quieras 😊 ¡Tu habitación estará esperándote!

Si quieres alargar tu estancia estaremos encantados de atenderte y ofrecerte el mejor precio a través de nuestra recepción virtual, ponte en contacto con nosotros a través de nuestro whatsapp (+34 628 981 519), ¡te explicaremos el procedimiento!.

For any other modification, please note the following:

  • Reservas de agencia: Si has reservado a través de una agencia o cualquier otro tercero como Booking, Expedia o Airbnb, deberás ponerte en contacto directamente con ellos para que puedan gestionar tu modificación.
  • Reservas directas: Si has realizado tu reserva con nosotros, ya sea por teléfono, email o en nuestra web deberás hacerlo directamente en el email de confirmación, en el botón de GESTIONAR MI RESERVA y seguir los pasos para hacer el cambio.

Keep in mind that cancellations may incur penalties, up to 100% of the stay if canceled outside the designated timeframe.

SI quieres contratar un servicio extra una vez ya hayas realizado el check-in, no hay problema. Deberás pedir el servicio a nuestra recepción virtual a través de nuestro whatsapp. Nuestro equipo te enviará un enlace de pago del extra escogido. Una vez hayas realizado el pago, te informaremos sobre cómo obtener tu extra.

Yes, our pool is seasonal, operating from Easter to October.

At RVHotels, we are animal lovers; however, pets are not allowed in our hotel. If you prefer to travel with them, our chain has pet-friendly hotels where household pets are welcome. Take a look at this link!

En la pared del lado de la cama de tu habitación encontrarás una cajita blanca para abrir y cerrar el aire o la calefacción y graduarla en función de lo que necesites.

Los servicios de balneario se contratan como extras en las reservas de alojamiento, los tenéis todos en nuestra web www.hoteviladecaldes.com y disponemos de experiencias de varias tipologías. Es recomendable resérvarlo con antelación para poder garantizar la disponibilidad y ofreceros las mejores horas disponibles. La compra de nuestros productos de Spa hay que hacerla en https://www.hotelviladecaldes.com/servicios-wellness/. Una vez hecha la compra, nos pondremos en contacto con vosotros para acordar conjuntamente día y hora de realización. Si queréis disfrutar de la Spa una vez llegáis al hotel, enviadnos la petición por WhatsApp y os haremos la reserva.

Nuestro circuito termal, denominado Termal Experience, es de carácter colectivo. No obstante, hay experiencias que incluyen también jacuzzi en servicio privado y cava.

En RV Spa Vila de Caldes no disponemos de cabinas dobles de masajes y los realizamos uno tras otro según disponibilidad en el momento de la petición de reserva.

Tenéis que bajar de la habitación con bañador, chanclas de piscina (os recordamos que son obligatorias para acceder al centro termal) y el albornoz que os proporcionaremos.

No, las chanclas de piscina las tenéis que traer vosotros.

When leaving

En caso de necesitar una factura, podrás solicitarla el día del check-out a [email protected]. Te la haremos llegar a tu correo tan pronto nos sea posible.

Tu horario de salida es a las 12h, es necesario que nos envíes un Whastapp (+34 628 981 519) informándonos de que has dejado la habitación.

La salida de la habitación es hasta las 12h. Si quieres disfrutar más tiempo de tus vacaciones, puedes ponerte en contacto con la recepción virtual para prolongar la estancia hasta las 15h, previo pago de suplemento.

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