Hoteles Servigroup

1 Can I book over the phone?

Yes, you may book your room over the phone by calling our Reservations Centre - 902 10 59 10 - or by directly contacting the hotel where you wish to stay. But remember that you will be unable to benefit from the offers available on our website, since they are only applicable to on-line bookings.

2 Can I benefit from the offers available on www.servigroup.com over the phone?

To benefit from the discounts and special offers available on www.servigroup.com, you must carry out the reservation through the on-line booking forms that are presented throughout our website. If you have any queries we will be more than happy to answer them over the phone; and if necessary assist you in every way possible to successfully complete your on-line booking.

3 What are the advantages of booking on www.servigroup.com?

The advantages of booking on www.servigroup.com are:

• We will not charge you anything at the time of reserving online. Payment is made on arrival at the hotel by your chosen method.
• You can cancel your reservation free of charge providing you advise us before your due arrival.
• You will receive a special welcome gift in your room from Servigroup Hotels.
• We will offer you a late check out until 3 p.m. on the day of your departure (on request).
• You will benefit from special promotions.

And if you stay with us 3 nights or more you will get even more advantages:

• Enjoy a drink on us. We invite you to one drink per person in our bar (except Hotel Servigroup Montíboli).
• You will receive one invitation per person for the Wellness Centre of your hotel. The hotels that have these facilities are Hotel Servigroup La Zenia, Hotel Servigroup Marina Mar, Hotel Servigroup Marina Playa, Hotel Servigroup Diplomatic and Hotel Servigroup Papa Luna.

In addition, if you book on www.servigroup.com you will be guarantied total confidentiality when you provide your personal details and maximum security with our Thawte Security Certificate.

4 How to book on www.servigroup.com?

On the front main page of our website, at the top left hand side you will find our reservations form. You can also access this form via the section Reservations and from the page of each hotel, click on the button reservations.

Area or hotel:

You can either select:

• The desired area for your reservation.
• The specific hotel.
• If you have not yet decided where you wish to spend your holidays, the option ALL that will provide you with a list of all the hotels that have availability.

Arrival date:

You need to indicate your arrival date at the hotel

Departure date or Nr. of nights:

You can select one of these two fields, either a) the desired departure date from the hotel or b) the number of nights that you wish to stay. Depending on the field that you have filled in, the other one will be automatically completed.

Promotional Code:

Some companies and associations have been provided with a promotional code that concedes special discounts. If you do not have a promotional code, please consult with your company or association since their may be some arrangement. Additionally, Servigroup Hotels, from time to time provides its Clients with promotional codes to attain special offers. For further information about these offers, please subscribe to our Newsletter.

List of hotels with availability:

If you have not selected a specific hotel, a list of hotels with availability will appear on the dates you have selected. Click on the Book button and it will take you to the next phase.

Type of room and number of persons:

One you have chosen the hotel, a list will appear with the types of rooms available. Choose the type of room and indicate the number of persons you wish to book. You will need it indicate how many adults, children and infants. Then click on the button Add. To book various rooms, add as many rooms as you need to book selecting the type or room and number of people in each case.
Remember that children are considered as children between the ages of 2 and 12 years old and infants up to 1 year old. If you would like us to add a cot to your room then click on the button Services and choose the service cot, indicating the date of arrival and departure of our reservation The price of the cot will be included in the final total price of your reservation

Personal details:

It is important that you ensure that the contact details provided are correct, just in case we need to contact you prior to your arrival at the hotel. IMPORTANT!: DNI is National Identity Card Number, if you don't possess one please indicate in this field your passport number.

Comments field:

Please indicate any comments concerning your booking, such as: I wish a parking space; I wish a room with a sea view, etc... Consult section Are the comments included in my booking confirmed?

Credit Card details:

You must indicate the credit card holder's name; the type of card; the digits that appear on the front of the card, please remember that the last box must only be completed for some type of cards, thus if it does not apply please leave it blank; and finally you must indicate the expiry date. Consult section Why do you need my credit card details? Is it safe to send them over the Internet?

Once you have completed all the filed, click on the button Book and you reservation will be complete. A window should appear indicating that your reservation has been successfully completed, indicating your reservation number that will also allow you to access your reservation, ammend or cancel it. You should print this page as a reminder. Equally you will receive an email with the confirmation of your booking.

5 Why do you need my credit card details? Is it safe to send them over the Internet?

The credit card provided is only used to guarantee your reservation; i.e. it secures your reservation until 6 P.M. on the selected arrival date. Your credit card will not be charged for any payment. Since, the payment for your reservation will be made directly when you check-in at the hotel. Any method of payment accepted by the hotel may be used.

You do not have to worry about entering your credit card details in our website. The moment you enter the on-line booking forms, you are surfing within a secure environment, guaranteed by THAWTE, a global Certificate Authority. This means that all the data you provide will be processed by a secure server; and if you are using a browser with SSL technology (Secure Socket Layer), you will be surfing in a secure Internet connection, safe from any dishonest actions.

6 Is my reservation paid for when I arrive at the hotel?

NO. Servigroup will not charge the credit card provided for any payment. The payment for your reservation will be made directly when you check-in at the hotel. Any method of payment accepted by the hotel may be used.

7 What does the board option include?

Depending on the hotel, there are four types of board options available:

Accommodation only

It only includes the room, without any meals.

Bed and breakfast

It only includes the room and breakfast.

Half board

Includes the room, breakfast and dinner. In the instance that you prefer lunch to dinner, you must inform the hotel when you check-in.

Full board

Includes the room, breakfast, lunch and dinner.

Remember that drinks are not included in Half Board and Full Board. Reservations in Bed and Breakfast only include the drinks that are available in the buffet.

8 Are the comments included in my booking confirmed?

In the on-line booking form there is a field where you can indicate any comments concerning your booking. Generally, they are requests regarding specific room types, room views, parking or garage spaces, etc... By indicating these requests it does not mean that they are guaranteed. We will try within our means to fulfil these requests, but they cannot be confirmed until you check-in at the hotel as it depends on availability.

If the comments concern a request for specific information, we will try to provide you with it as soon as possible if it is within our means.

9 Is my reservation guaranteed?

If you have correctly completed your reservation through our website, you will be provided with a confirmation voucher. You can either instantly print it when your reservation is completed or wait until you receive it in your electronic-mail box. The confirmation voucher confirms that your booking has been successfully completed and guarantees your reservation until 6 p.m. on the selected arrival date.

If you are unable to attend to the hotel before the check-in time; you must contact us, the hotel or the Reservation Centre and your booking will be guaranteed until the arrival time indicated. We recommend that you inform of late arrivals to avoid loosing the booking for your room.

10 Must I present the confirmation voucher when I check-in?

If you present the confirmation voucher at the hotel, it will be easier and faster for the hotel to locate your booking and complete your check-in. In any case, by providing your identity card or passport your reservation will be identified. The confirmation voucher does not imply that your reservation has been paid for; hence not having to present a receipt for you booking.

To avoid the arrival of guests without a reservation made on line, if your reservation is not in our system and for that reason you do not have a receipt, if the hotel has rooms available you can still have a room but you will not be able to benefit from the online advantages.

11 What are the check-in and check-out times at the hotel?

Check-in time is from 4 p.m. If you arrive at the hotel earlier than the check-in time, you may be able to attain a room but it depends on availability and on the hotel's judgement.

On the date of departure you must vacant the room with your entire luggage before 12 a.m. Consult the section What are the advantages of booking on www.servigroup.com?

12 How can I amend or cancel my booking?

Once you have confirmed your reservation you can ammend any detail, for that you need to access the section Reservations from the main menu and then click on the section My Reservation to the top left hand side. Here you need to input your reservation number and email address that you used when booking originally. The details of your reservation will appear and you can add extra rooms clicking on the button Add Items. You can cancel your reservation clicking on the button Revoke or amend any detail of your reservation cancelling one or more rooms that are in your basket (clicking on the red asterisk) and add a new item with desired characteristics. Once all the changes have been made you must confirm then and then you will receive an email confirming the changes or cancellation of your reservation.

13 Are there any incurring costs when I cancel my booking?

Your reservation is guaranteed until 6 p.m. on the selected arrival date; therefore, cancellations made prior will not be subject to a cancellation fee. Guests who fail to cancel or do "not show" on the selected arrival date, will incur a charge equivalent to the first night's stay per room, to the credit card provided when the reservation was made (up to a maximum of 60 €).

14 I would like a cot for my baby/babies, are there any costs?

And also reserve the number of cots that you would like clicking on the button Services and choosing the Service Cot, indicating the date of arrival and departure of our reservation, as it may be the case that your prefer to take your own cot to the hotel. The cost of cots is specified in the section services.