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I. ¿How can I make a reservation at ONE Ibiza Suites?

The easiest way is to make a reservation directly on our website; it is a very simple process and only requires a few steps. Another option is to send an email with the relevant information and the reservations department will be happy to arrange it for you. bookings@oneibizasuites.com

¿What type of booking can be made?

Depending on the method of payment: Standard booking: booking without deposit with flexible modification and/or cancellation conditions Non-refundable reservation: reservation with prepayment of the total amount of the reservation associated with a discount and without the possibility of modification or cancellation. Semi-flexible booking: booking associated with a discount with prepayment of 1 night and the possibility of modifying dates according to the clauses established at the time of booking.

II. ¿How can I modify a reservation made on the website?

If you have already made a reservation with us, you will have received a voucher with the confirmation from which you have the option to modify it yourself. Alternatively, you can send an email with the relevant information and the reservations department will be happy to arrange this for you. bookings@oneibizasuites.com

III. ¿How can I make a group booking?

For group bookings, please contact the reservations department with the relevant information at: bookings@oneibizasuites.com

IV. ¿How do I pay for a non-refundable booking?

For security and fraud prevention reasons, when you make a reservation with us and opt for a rate that requires payment in advance, in your booking confirmation you will find a link through which you will access a pre-payment request via the online payment system Redsys of our bank Sabadell.

During the payment process, the authentication procedure will be the one that your card issuer has implemented for you. If you made your reservation through Booking.com or another website or mediator, you will receive a payment request in your email with a message TPVVirtual@redsys.es, with the subject Payment Request ONE Ibiza Suites. During the payment process, the authentication procedure will be the one that your card issuer has implemented for you.

V. ¿How do I pay for a standard booking?

The reservation must be settled at the time of arrival. Any extras will be settled at the end of the stay.

VI. ¿Is it secure to pay online?

The payment process will be carried out through the authentication procedure that the issuer of your card has established for you. This totally secure payment system is provided by Banco Sabadell and complies with the latest PSD2 regulations.

VII. ¿How do I know that the payment has been accepted?

When we verify that the payment has been made we will send you a confirmation in the same email to which the link was sent.

VIII. ¿Why do I have to give my credit card to Booking.com?

Your card has not been charged; Booking.com has taken your card number for guarantee purposes only. The reservation is paid in full at the time of receiving the room or through our payment platform previously mentioned in question 4.

IX. ¿How do I modify a booking made through Booking.com?

Booking.com's terms and conditions do not allow the hotel to modify or cancel guest bookings. You can change your booking by logging into your booking.com account or by calling the call centre in your country.

X. ¿How do I change a booking made through any other website?

Each website has its own terms and conditions and they do not allow the accommodation to modify their guests' bookings. You can change your booking by logging into your account or by calling the customer service centre in your country.

XI. ¿Why is a pre-authorisation required?

As in most luxury hotels, during the check-in process, we take a credit card pre-authorisation for guarantee purposes. This allows our guests to make charges to their account without needing to be paid on the spot during their stay with us. A pre-authorisation is a temporary hold on funds that may eventually turn into a charge (for example, in the case of an unpaid bill or damage to the room).

XII. ¿When will the pre-authorisation be released?

The funds will be released in full within 48 hours after departure. In general, this process takes about 10 working days to complete, however, depending on the card issuer and the type of card you have, according to bank policies it may take between 5 and 30 working days for the funds to be available.

XIII. Early check-in and late check-out

As a general rule, guests are entitled to stay in their room until 12:00 and new guests are entitled to enter the room at 15:00. The possibility of earlier check-in or later check-out will depend on the availability of a room in the category and on the day you booked. However, we can make a note in your reservation and will do our best to accommodate your request. In any case, we have courtesy rooms with showers and the possibility to leave your luggage on our luggage storage.

XIV. ¿What time do I have to leave the room?

The usual check-out time is 12.00pm, which can be extended depending on availability.

XV. ¿What time do I have access to the room on the day of arrival?

The usual time is 15:00pm, but it can be shortened depending on availability.

XVI. ¿How often is the room cleaned?

The hotel has daily cleaning of the room, as well as daily change of sheets and towels. In any case, we can adapt, within our possibilities, to the requests of our clients.

XVII. ¿How do I request a pick-up service?

It would be our pleasure to pick you up at the airport; if you wish, we can send one of our drivers to meet you in the arrivals hall, to assist you with your luggage and take you directly to the Hotel reception. We do our best to track flights based on the information we have, but if your flight arrives more than 30 minutes late or early, it is imperative that you notify reception, (+34971300661) as this will create conflicts with commitments to other customers and we may no longer be able to guarantee service. Please note that we cannot be held responsible for incorrect or incomplete flight details. If you wish to use this service, please send the following information to our concierge department (concierge@oneibizasuites.com): FIRST AND LAST NAME: MOBILE PHONE: FLIGHT NUMBER: ORIGIN: DAY AND TIME OF ARRIVAL: NUMBER OF PERSONS: BAGGAGE ITEMS: NUMBER OF CHILDREN: BABY SEATS: COMMENTS:

XVIII. Parking

The hotel has a privat parking with valet parking service for which we charge 20 € per 24 hours of service. We can make a note in your reservation, to reserve a place for you. When you arrive at the hotel with your car, leave it in front of the garage entrance and leave the keys at reception; they will instruct our drivers to park it and pick it up when you need it. Our concierge department works with several rental companies and will be more than happy to help you arrange a vehicle for your entire stay or just a few days.

XIX. ¿Kids in the pool?

The hotel has two swimming pools, one on the ground floor, accessible to all ages, and one on the rooftop terrace, for adults only (over 18 years old). Obviously, we would be happy to make an exception for your child, but you will understand that this is likely to generate complaints from other guests who would also like an exception to be made for their children. For your information, the age limitation only applies to the pool area, the rooftop bar is accessible to all.

XX. ¿Is the pool heated?

Our infinity pool, located on the upper terrace, has been heated since the opening day. The pool on the ground floor is not heated.

XXI. ¿Does the hotel offer a towel service?

Yes, we offer a free towel service for the beach.

XXII. ¿Does the hotel have sun loungers on the beach?

No, they are regulated by the town hall. You have at your disposal sunbeds and umbrellas in the lower pool and Balinese beds, sunbeds and umbrellas in the infinity pool on our upper terrace./p>

XXIII. ¿Is the reception open 24h?

Yes, our reception is available 24 hours a day to attend to any request or query that may arise and to carry out a check-in service at any time.

XXIV. ¿Are pets allowed in the hotel?

Yes, as long as they do not exceed 5 kg in weight.

XXV. ¿Can I stay in the hotel on check-out day after I have left the room?

Yes, the facilities are available for your use throughout the day, providing you with a room to change and freshen up if necessary.

XXVI. ¿What does breakfast consist of?

Our select breakfast buffet is made with healthy and local products: fresh fruit, cheeses, breads, natural juices, eggs made to order, gourmet products, yoghurts or cakes made by our kitchen team. A full continental breakfast can be served in your suite room at your request.

XXVII. ¿Does the hotel have a half board service?

No, our hotel has an à la carte restaurant, Essence.

XXVIII. ¿Is there a spa in the hotel?

We have a modern gymnasium equipped with the latest machinery and sauna but we do not have a Spa. Our Concierge department will be pleased to help you to find the best options and manage it.

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