Frequently Asked Questions Servigroup Hotels
Frequently Asked Questions

Do you have doubts? We answer you here.

We would like to provide you with a list of the most frequently asked questions we receive, so that you do not have any doubts. If your question does not appear here, you can contact us directly and suggest that we add it to the list.

Can I book by telephone?

Yes, you may book your room by telephone by calling our Reservations Centre - (+34) 96 585 59 00 (0845 094 2449 if calling from UK)- or by directly contacting the hotel where you wish to stay. But remember that you will be unable to benefit from the offers and advantages of booking on line which are only available if you book on our website.

What are the advantages of booking on

You can check the advantages of booking on HERE.

What does the board option include?

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

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. By default, the hotel assumes the first meal service as lunch and the last service on departure day as breakfast. If you are going to arrive in the afternoon or evening, you should indicate this remark in the comments sections indicating that the first meals service your require is dinner, so on your last day your last meal would then be lunch.

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

How to book on

On the home page of our website, below the main image, you will find our reservations form. You can also access this form in the section Manage Bookings and from the page of each hotel.


You can either select: the desired area for your reservation, the hotel directly, or if you have not yet decided where you wish to stay on your holidays, the option All the hotels will provide you with a list of all the hotels and their availability.

Arrival date:

It's necessary that you indicate the date on which you wish to arrive at the hotel.

Departure date:

The date on which you would leave the hotel

Rooms and number of people:

Number of rooms

Select the number of rooms you would like to book.

For each of them, a little further down you will be asked how many persons will occupy each room.

Remember that children are considered as children between the ages of 2 and 12 years old and infants up to 2 years old.

If you book more than 3 rooms, Servigroup Hotels reserves the right to contact you, would require a deposit to be made (amount to be advised) as a reservation guarantee. If you wish to make a booking for more than 17 rooms, please request this type of reservation through the Group Bookings tab.

Once you have completed all fields, select Book or Search.


If in Destination you have selected a destination or all Hotels, you will be at this step where a list of all hotels and availability will appear with the most economical price available for the first room selected.


If the search is carried out by hotel or if you have selected SELECT from the list of PROPERTY, you will be in ROOM where a list of available rooms will appear.

The price displayed will be the total for the number of persons selected per room. You need to select the board basis required and then click on the button BOOK.

In the case of selecting more than one room, a Select Room text will appear with the room number you are booking. Click on the BOOK button to continue to the next room. On the right hand side you will see the rooms being added.

If you need to modify any of the search data, you can do so above. The data will be updated when you click on the SEARCH button.

Complement your stay

If the hotel has pre-booked services, this step will appear where you will be able to indicate the quantity of the services. To add an extra service to your booking, you need to indicate the quantity. Once you have selected the required services, click on the Continue Booking button.

If you do not wish to add any additional services at this time, click directly on the Skip Step button to continue with your reservation.


Contact Details:

You must enter the contact details of the reservation holder which must correspond to one of the guests in room 1, as well as a name and surname for each room on the booking. Bear in mind that if you book more than one room with the same name, our system will interpret this as a duplicate booking and will cancel the room.

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.

Payment Details

Credit Card details:

You must indicate the credit card holder's name; the digits that appear on the front of the card, you must indicate the expiry date and finally, the CVV/CVC code. Consult section Why do you need my credit card details? Is it safe to send them over the Internet?

Once you have selected this method, when you confirm your booking, you will be taken to your bank's website to make the payment securely.

Bank transfer:

You will receive the transfer details once you have completed the booking process.


When you confirm your booking, you will be shown a page to make the payment using this method.

Do you have any special request?

Please, indicate any comments concerning your booking, such as: I would like a room on a high floor; we would like our room to be south-facing, etc. Consult section Are the comments included in my booking confirmed?

When the booking is completely finished, a screen will appear with the information, indicating the locator number and credentials, at the bottom, which will allow you to access or cancel the booking. You can print this page as a reminder. You will also receive an email with the booking confirmation.

Why do you need my credit card details? Is it safe to send them?

Booking in advance guarantees you the best possible rate given that prices gradually increase as we move closer to the season and as demand increases.

To confirm a booking the establishment will take the money for ONE NIGHT per stay and room. This is NON-REFUNDABLE and the outstanding amount will be charged on check-in.

In the event that the reservation is made with a credit card or Bizum, it will not be confirmed until the corresponding payment has been made within a maximum period of 24 hours from the formalization of the reservation.

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.

We also comply with the PSD2 (Payment Services Directive), the European Directive that regulates payment services in Europe, which guarantees payment through a secure gateway with double authentication or strong authentication.

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.

Is my reservation guaranteed?

If you have made your reservation correctly through our website, you will receive a confirmation voucher by email or sms which you will be able to print. This voucher means that your reservation has been successfully made, however, it will be guaranteed once the conditions of payment, stated in the reservation, have been successfully applied.

You must present the reservation confirmation and show it at the time of check- in (it is not necessary to print it, it would be sufficient to show it through a digital device), accepting that, if this document is not presented, the conditions of the reservation will not be guaranteed.

Which documents must I present when I check-in?

You must present the confirmation voucher at the hotel. The confirmation voucher does not imply that your reservation has been paid for; hence not having to present a receipt for you booking. If on arrival at the hotel your reservation is not in our system and you also do not have a voucher receipt, you will not be able to access the establishment.

In compliance with the provisions set forth in Article 4 of Royal Decree 933/2021, of October 26, in accordance with the provisions of Article 25 of Organic Law 4/2016, of March 30, the Hotel is legally obligated to request, without exception, valid identification documentation (ID card, passport, driver's license for domestic customers, and foreigner identification number (NIE) or passport for international customers) from guests aged 14 and above who are staying at the establishment. It is the responsibility of accompanying adults to provide the required documentation for guests aged between 14 and under 18.

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

Check-in time:

The day of your arrival at the hotel, upon registration at reception, you can access the facilities. Access to the room will be made available as soon as possible but never after 16:00 h, always within the regulations marked by the Autonomous Community where the establishment is located.


On the day of departure, the rooms will have to be vacated (luggage and personal belongings included), in all cases, before 12:00 midday.

How can I amend or cancel my booking?

Confirmed bookings, may be cancelled on from the MANAGE BOOKING link found within the section My reservation. In this section the User must enter the e-mail address indicated when the reservation was completed and the password that appears in the confirmation voucher. All the booking's details will be shown, allowing their cancellation. The user will receive a confirmation e-mail with the cancellation.

Reservations may be modified or cancelled by contacting our Reservation Centre via e-mail, telephone +34 965 855 900 or fax +34 965 85 89 62; the User's personal details and booking number will be required. Or otherwise by getting in touch with the hotel directly on the contact details provided on the confirmation voucher.

Don't forget to consult our Modification and Cancellation Policy before making any changes in your booking. You can view this policy in Legal Notice in the Modification and cancellation of bookings Section.

I would like a cot for my baby/babies, what is the cost?

When you choose the room type which you would like to book, you need to indicate the number of infants that will be occupying the room. If you would like us to provide a cot in the room you must select it in the Complement your stay section of the reservation.

The cost of the cot/cots is specified in this step; the total for the full duration will be shown.

What is the minimum price guarantee?

Servigroup hotels guarantee that you will not find a better price for your reservation on any other website. To guarantee this, we facilitate you, if you find a cheaper price, a form (click here to access the form), to send your contact details and the details of the cheaper offer, which you must complete. When we have checked this is correct, we will modify the price of your reservation with us to the cheaper price and you will also benefit from the advantages so booking on line.

Here you can see all the information regarding this guarantee.

Exclusive advantages of booking online with

By booking online you can enjoy the following advantages:

  • Welcome Gift
  • Best Conditions
  • Free transfer
  • Minimum price guaranteed
  • Up-to-date and direct availability
  • No hidden costs
  • Booking with total security
  • Personalised attention 24 hours a day

And if you stay with us for 3 nights or more*, you'll enjoy even more benefits:

  • We invite you to a drink
  • Free wellness session
  • Invitation Benidorm Palace**
See all benefits
Online advantages Servigroup Hotels
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