The most frequently asked questions

How do I make a reservation?

You can book directly on our official website or contact us by email or telephone.

Can I make a booking in someone else’s name?

Yes, you can. The guest must bring the confirmation and a valid photo ID with them. If a deposit is required, it must be made by bank transfer.

Can I make a group booking?

Group bookings should be requested by email directly to the groups department at depcomercial@rrgrupo.com.

How can I change my booking?

To change your booking, please contact us by email or telephone.

Why can I only enter one guest name on my booking?

We only ask for the name of one guest per booking, who will remain as the booking holder, the details of the accompanying guests will be requested on arrival.

I haven’t received a confirmation, is my booking confirmed?

If you have not received confirmation of your booking, you should contact us by email or telephone to check the status of your reservation.

At what time can I check in

Check-in is available from 15:00. If you arrive before this time, you can store your suitcases in our luggage room.

Is it possible to Check in later?

Yes, our reception is open 24 hours.

Is it possible to check in earlier?

Check-in is available from 15:00. If you arrive before this time, you can store your suitcases in our luggage room.

Until what time can I check out?

You must check out by 12:00.

Is it possible to check out late?

Check-out must take place by 12.00. If you wish to check out later, please contact reception on the day of departure. If you cannot leave the suite later, you can always store your bags with us.

What happens if I can’t arrive on the first day of my booking?

You should contact the hotel to inform that you won’t be arriving until the following day, so that your reservation isn’t cancelled.

What is the nearest airport?

The nearest airport is Faro, which is about 60 kilometres away.

Is it possible to book a transfer between the airport and the hotel?

Yes, for more information please contact our reservations department.

Is the hotel reception open 24 hours a day?

Our reception is open 24 hours a day.

Does the hotel have car parking?

Yes, there is an underground car park, the use of which requires a reservation and is subject to additional charges.

Can I smoke in the hotel/room?

Smoking is not allowed indoors.

Are children welcome at the hotel?

Yes, all children are welcome, as long as they are accompanied by an adult (over 18).

How old do I have to be to stay at the hotel?

Guests of all ages are welcome, as long as they are accompanied by an adult (over 18).

Do you provide towels for the pool?

Yes, the hotel provides towels for the pool subject to a deposit, which will be refunded when the towels are returned.

What should I do if I lose my key?

If you lose your card to open the door, please report the situation to the hotel reception, who will provide you with a new card, thus cancelling the old one.

Are bed linen and towels included in the accommodation?

Yes, they are included in the accommodation you book.

Can I bring guests to my accommodation?

Visitors are not allowed in the accommodation.

Do the accommodations have private bathrooms?

Yes, all the accommodation has private bathrooms.

Can I request accommodation next to another or on a specific floor?

Yes, however please note that all special requests are subject to availability.

How can I change a booking?

To change a booking, please contact us by email or telephone.

How can I cancel a booking?

Booking cancellations depend on the conditions contracted. For more information, please contact us by email or telephone.

Can I leave my luggage at the hotel after checking out?

Yes, there is a specific room in the hotel where you can leave your luggage.

Can I leave my luggage at the hotel before I check in?

Yes, as indicated above, we have a specific room where you can leave your luggage.

Does the hotel accept pets?

Dogs are allowed in the hotel. See our “Dog Friendly” policy.