- Frequent questionsWe answer your question
- I have a booking with Zafiro Hotels with an arrival date between March 15 and May 14, 2020Fill in this form.I have a booking for another date.Fill in this form.
Can I change my booking?
If you have made a booking on our website and want to change it, please fill in the form on our Contact page and tell us the name of the hotel and the change you want to make. Our booking agents will check your request and then get in touch with you.
Can I book a hotel together with flights on your website?
Yes, you can. In the flight + hotel section you can provide the departure airport for your trip, the dates and your destination. Our booking system will check all the flights with all the different airlines and our hotel availability and offer you a choice of options so that you can pick the one you like best. You can also add an airport transfer, car rental or other activities to complete your visit (excursions, tickets to theme parks, etc.)
What benefits do I get if I book direct through your website?
Booking direct on our website means you always get the best price anywhere online, plus you also get a welcome gift and other exclusive services. See all the benefits of booking direct through our website here.
What is Zafiro Rewards and how does it work?Zafiro Rewards is the Zafiro Hotels loyalty programme, providing exclusive prices and offers for members, among other benefits. All you have to do is sign up for the programme to get an automatic member discount of up to 15%. Enjoy our discounted prices, exclusive special offers and, of course, all the benefits of booking online: sign up in just a few seconds when you book and select the Zafiro Rewards rate or fill in the form here.
I haven’t received a booking confirmation. What should I do?If you have booked through our website and have not received a confirmation email, please fill in the contact form indicating the name of the hotel and the name under which the booking was made. Our booking agents will process your request and then contact you.
What is a promo code? What is it for and how can I use it?A promo code is a promotional code which offers you additional benefits such as a discount or extra services. If you have a code, introduce it in the “promotional code” box to start your booking. If your code meets all the conditions, the discount will be automatically applied. * Only one promotional code can be used for each booking and cannot be combined with other offers.
I want to make a booking for a group. How do I do it?
Our sales agents analyse every case individually to make sure you get the best possible price for your group, regardless of whether you are travelling for sports events, on business or for any other reason. Please fill in the form on our Contact page with the details of your booking needs and our agents will get in touch with you.
I am a travel agent. How can I make a booking for my customers?
Please register as a travel agent here on our website. In this section you can make bookings for your customers with commission for you as well as bookings for your own holidays at special prices for travel agents.
Prices have changed overnight. What happened?
Our prices are updated every day depending on the number of rooms that are available in each hotel. That’s why we recommend you make a booking if you find a price that is right for you.
What does the "Best price guarantee" mean?
If you make a booking on our website and find a cheaper rate on another website within 24 hours, please send an email to email@example.com together with a link or some sort of proof that shows the difference in price. After we have checked your claim, we will modify your booking so that it reflects the cheapest price. See all the benefits of booking direct through our website here.
* The guarantee only applies if the other website has the same arrival and departure dates, number of rooms, number of guests, type of room, meal plan and rate type (and taxes).
Can I book a spa treatment before arrival at the hotel?
Yes. You can book any treatment you like in the Services section of each of our hotels. This section contains access to the treatment brochure and prices. In the Zen, Body & Mind section you can see more information about health and wellness treatments.
How can I book a special offer?
The Offers section of our website always has a choice of promotions and special offers so you can stay with us at the best possible price. Bear in mind that the prices shown in the Offers section already include the discounts or promotions. You can check how much your save compared to the normal price when you make your booking.
I want to be make sure I never miss your offers. How can I do that?
The Offers section of our website always has a choice of promotions and special offers so you can stay with us at the best possible price. Bear in mind that the prices shown in the Offers section already include the discounts or promotions. You can check how much your save compared to the normal price when you make your booking. We recommend that you sign up to our newsletter to form part of the Zafiro Club so that we can keep you updated about all our news and special offers. To sign up, just provide your email address at the bottom of the Contact page. We also invite you to follow us on social networks: we are on Facebook, Instagram, Twitter and YouTube.
Zafiro Hotels has Android and iOS apps. What are they for?After checking in and receiving all the data you need to log in, we recommend you download the official Zafiro Hotels app so you can see all the hotel services on your phone. Among other things, you can see the entertainment schedule, book the à la carte restaurants and see all the hotel services and special offers. The Zafiro Hotels app is available for Android and iOS devices.
Can I change the meal plan for my booking?If you booked your stay on our website using one of our flexible rates, you can change the meal plan if you would like to have breakfast, half board or all-inclusive service during your stay. If you booked using a non-refundable rate or through another channel rather than our website, you can request a meal plan change when you arrive at the hotel. The reception team can provide you with information about prices.
Payments and taxes
What is the tourist tax? Who has to pay it?
This is a local tax which tourist accommodation such as hotels have to apply to guests over 16 years of age. The amount varies according to the time of year and hotel category, but normally ranges between 3 and 4 euros per person per day. The tax has to be paid by everybody staying at the hotel. In this link you can see more information.
My son is 14 years old. Do we have to pay the adult rate for him?Yes, you do. From the age of 12, children have to pay the adult rate and for everything related to bookings and the room they are considered an adult. Children under 2 years of age are exempt from any payment.
What forms of payment are accepted in hotels?If you have not pre-paid your stay, payment must be made on arrival at the hotel. You can pay by cash or by credit or debit card. Payment for any extras during your stay such as drinks, spa treatments, etc., can be made on the day you leave the hotel in reception using the same payment methods mentioned above. Please note that a maximum of €2,500 can be paid in cash.
How and when do I pay for my booking?
Payment of the booking will be made on arrival at the hotel in reception (except if you have booked a non-refundable rate or another type of rate that requires payment in advance). You can pay in cash or with any of these credit or debit cards: Visa, Mastercard, American Express or Diners. Please note that a maximum of €2,500 can be paid in cash.
Can I pay with a different card than the one I used when I made the booking?
Yes, you can pay with the credit or debit card that you wish.
Can I pay in cash?Yes. In reception you can pay for your stay and for any extra services you enjoy during your stay, such as drinks, meals, massages, etc. Payments for these extras cannot be made anywhere else in the hotel, so if you want to enjoy these services you have to ask for it to be charged to your room and then pay on the day you leave or whenever it is most convenient for you. Please note that a maximum of €2,500 can be paid in cash.
My son is under 4 years of age. Can he use the Mini Club?
Yes. Children of all ages are welcome at the Mini Club. However, children under 4 must be accompanied by an adult throughout the activities.
Can I leave a child under 4 years of age with the hotel entertainment team?
No, children under 4 have to be accompanied by an adult when they take part in any activities organised by the entertainment team or in the Mini Club. Children over 4 can be left with the entertainment team if an enrolment form has been signed beforehand. The supervision schedule will be defined by the entertainment team, but it normally ends at 1pm.
Where can I check the entertainment activities programme in the hotel?
Which Zafiro Hotel has a pirate ship?
All our hotels have a Pirate Ship except for the Zafiro Palace Andratx, Zafiro Rey don Jaime and Can Ribera by Zafiro. In the Services section of each hotel, the information on Swimming Pools provides more information about the pools available in each hotel.
Do you have cots in all the hotels? And high chairs?
Yes, all our hotels have cots and high chairs. Please note that this service has a cost of €4 per day. If you wish, you can also book a Baby Pack that includes a cot, high chair and pushchair for € 8 per day. At our 5-star Zafiro Palace hotels, this service is completely free of charge.
What is the timetable for entertainment activities?
The entertainment team organises different activities every day so that neither children nor adults get bored. There are activities from 10am to 6pm for the different age groups: Minis (4-7), Maxis (8-11), Teeny (12-15) and for 16 and over. The activities depend on the group, but they range from a creative hour for our youngest guests, football, water polo, pony rides, mini-disco, foam party or cookie and smoothie-making among many others. The activities last approximately 45 to 50 minutes. In the afternoon and evening, activities include theme parties, film screenings or dances.
Are the entertainment activities free?
Yes, almost all the activities and also the use of all the facilities are completely free. Only certain activities which involve third-party services such as excursions or where products are used such as T-shirt painting are subject to an extra charge. This normally ranges between €6 and €10. The entertainment team will provide more information.
Where can I buy an Yzzy toy or music CD?
The Yzzy toys and music CDs are available in the hotel reception and priced at €10 and €12 respectively. If you wish, we can send it to you by mail (delivery costs are extra). If you would like us to send it to you, please send your personal information in an email to firstname.lastname@example.org
Does the hotel have childcare services?No, hotels do not offer babysitting or childcare services. However, the hotel can provide you with the contact information for companies that offer this service and can also help you make a booking.
Can children use the indoor pools?Yes, children under 18 can use the indoor swimming pool if a hotel has one, but they must be accompanied at all times by an adult. Access to the spa pool is reserved for adults only.
When is the reception open? What time is check-in and check-out?
Our hotel receptions are open 24 hours a day and there will always be a team member there ready to help you. Check in is available from 3pm and you must leave your room on departure day before 12 midday.
What documentation do I have to show at check-in?To check in to the hotel you have to present a valid national ID document or a passport for all of the people who are going to be staying in the hotel. For bookings that will be paid for directly on arrival at the hotel, we also request a credit card as a guarantee. To use hotel services (phone calls, restaurant, room service, etc.) and pay for them at the end of the stay, you also need to provide a credit card number in reception.
Do you have Wi-Fi in the hotel?
Yes, of course. You can get Premium Wi-Fi throughout the hotel completely free of charge.
Can I store my luggage at the hotel after I check out?Yes, of course you can. You can leave your suitcases in the luggage storage area and then enjoy all our facilities. At the end of the day, if you need it, we can offer you a courtesy room where you can have a shower and get changed before you leave the hotel. Bear in mind that this is subject to availability and you must ask for it in advance in reception. You can also request a late check-out, which is again subject to availability and has an extra charge.
When is the gym open?
The gyms are open from 8am to 8pm. Between these times you can enjoy all the sports facilities. Remember that only guests aged over 16 can use the gym.
Does the hotel have a laundry service?Yes, our hotels have an external laundry service. The rates for the service are in your room or you can ask for them in reception. The hotel also has an iron and ironing board available on request in reception.
I've left something behind at the hotel. What should I do?If you lose or forget something in the hotel, please contact the hotel reception team immediately using the contact form on the website. If the object was found during your stay at the hotel, our service staff will return it immediately.
Do you provide towels for the pool?
Yes, all our hotels have pool towels at no extra cost.
Do you allow pets?
No, animals are not allowed in hotel facilities.
Can I use the hotel facilities or services even if I’m not a guest?
No, all the hotel facilities and services (spa area, swimming pools, etc.) are reserved only for the enjoyment of our guests.
I would like to organise a surprise for my partner. How should I do it?
If you want to organise a surprise before you arrive, please fill out the form on our contact page adding the name of your hotel. Our team will then get in touch with you. If you want to surprise your partner during your stay, please contact the hotel reception team and they will help you.
Is access to the spa included in the price of the hotel?
Yes, access to the spa and use of its facilities (sauna, jacuzzi, Turkish bath) is completely free of charge for all guests. Please bear in mind that massages and beauty treatments are not included in the price.
Do you have free parking?
The Zafiro Palace Alcudia, Zafiro Palace Palmanova, Zafiro Palace Andratx and Zafiro Mallorca Hotels all have parking spaces for guests completely free of charge. Our other hotels have free parking on the street or in the immediate vicinity of the hotel.
No reservation is required.
What differences are there between Viva Hotels and Zafiro Hotels?The change to Zafiro Hotels was due to a company reorganisation and a generational change in the ownership of the company in 2017. However, we maintain all of our traditional values. We retain all of the best things about the past and look forward to innovating for the future. In fact, you will see that the staff in some hotels is still the same as before and we continue to strive to improve our services every day. In the About Zafiro Hotels section on our website you can see more information about us.
Do you offer anything special for cyclists or triathletes?
You can rent bikes in all of our hotels. The Zafiro Tropic and Zafiro Palace Alcudia have specialist facilities for cyclists and triathletes including a bike wash area, workshop, store, etc. In the Zafiro Cycling and Zafiro Triathlon sections on our website you can see more detailed information about these services.
Do you have any special packages for golfers?
In the Zafiro Golf section on our website you can see all the information you need and even make a personalised booking designed specially for you.
I would like to know more about your meeting and event facilities. Where can I find more information?
At Zafiro Hotels you can celebrate your events with the guarantee of quality and comfort. If you are interested in organising an incentive trip or holding an event or meeting, fill in the form in the Zafiro MICE section on our website and our specialist team will get in touch with you.
How do I get to the hotel from the airport?
The price of the room does not include transfers. There are several ways to get to the hotel from the airport. You can book a transfer with a transport company, rent a car at the airport or take a taxi after you arrive. Depending on the hotel where you are staying, the taxi trip will be somewhere between 40 and 90 euros. Please note that these companies do not form part of Zafiro Hotels, so you must accept their conditions. If you have any questions, please contact the transfer company directly.
Can you smoke in the hotel?Spanish regulations (Anti-Tobacco Law 28/2005) prohibits smoking in all closed hotel areas including public areas, dining areas, indoor bars, lounges, guest rooms and corridors. Smokers may smoke in open areas such as the outdoor terraces. We request respect for other guests and other non-smokers who may be near you, and particularly that you avoid smoking near areas with children.
Do you have rooms with more than one bedroom?
Yes, we do. Some hotels have double rooms that have two bedrooms as well as a sofa-bed for two people. This type of room can therefore accommodate up to 6 people. Hotels that have this type of bedroom are: Zafiro Mallorca, Zafiro Palmanova, Zafiro Bahía, Zafiro Palace Alcudia, Zafiro Cala Mesquida and Zafiro Tropic.
Is there a coffee maker in my room?
All our hotels have either a coffee maker (electric or with capsules) or a kettle in the room, except the hotel Zafiro Bahía that only has a water boiler. Please note that coffee capsules are not included in the price of the room and have an additional cost. The cost can be found in the room minibar menu.
I want to upgrade to a better room. How can I do that?
If you have booked a room and want to upgrade to a better room, you have to contact the hotel directly so they can tell you about prices and availability for the change. Please fill in our website contact form and select the name of the hotel and request the change. The hotel team will then get in touch with you.
Do you have accessible rooms?
Yes, our hotels all have rooms adapted for people with reduced mobility. If you want to book this type of room, please send an email to email@example.com and our agents will get in touch and tell you about the different rooms available.
Restaurants and food
Do you provide special food for people with food intolerances and allergies or vegans?
Yes, all our hotels are prepared for guests who suffer from allergies or intolerances or who are vegans. Our dining room team can provide you with help whenever you need it. We recommend that you inform the hotel of your needs before arrival using the website contact form so that they can be taken into account.
What is the difference between Half Board and Half Board Plus?
Half Board regime includes breakfast and dinner. Some hotels offer a Half Board Plus deal which includes drinks at dinner such as soft drinks, water, wine or beer. Please note that some drinks may have an extra charge. This will be shown on the restaurant menu. If you have any doubts about whether a drink is included, please ask the waiter on duty before making your order.
What does the All-Inclusive package include?
The All-Inclusive package includes all your meals during your stay: breakfast, lunch and dinner. It also includes snacks, ice cream, fruit, cocktails and whatever drinks you want throughout your stay. At the Zafiro Palace hotels you can also enjoy à la carte theme restaurants. Please note that some dishes and drinks may have an extra cost. Any extra costs will be shown on the menu. If you have any doubts, please ask our staff before making your order. Please bear in mind that the All-Inclusive package does NOT include minibar products nor the coffee capsules in your room. The All-Inclusive section on our website provides more information about this service.
I would like dinner at one of the à la carte restaurants. Do I have to book in advance?
You only need to book in advance for the dinner service in the à la carte restaurants in our Palace hotels. You can make your bookings after checking in to the hotel either with the Reception or Public Relations staff. After check-in, you will also be able to log in and make your bookings through the Zafiro Hotels Android and iOS apps. Buffet restaurants do not have to be booked in advance.
All the details about à la carte restaurants and the booking process will be explained during check-in.
What times are breakfast, lunch and dinner served?
The reception team will give you detailed information about the opening times and the different restaurants available in the hotel. Breakfast is normally served between 7:30am and 10:30 am, lunch from 12:30pm to 2:30pm and dinner from 6:30pm to 9pm. Please note that these are estimated opening times and may vary depending on the hotel. The hotel can arrange a cold dinner or a takeaway breakfast if you are unable to attend the services at these times for any reason.
Can I book breakfast or dinner for just a single day?Yes, you can. If you have booked just a room, without any meals included, and you want to have lunch or dinner one day or on several days during your stay, please contact the reception team. They will tell you more about all the different rates we can offer.
Is there a dress code for the restaurants?In 4-star hotels, casual and elegant dress is requested and swimwear is prohibited at all times. In our Palace 5-star hotels, ladies should dress elegantly and gentlemen must wear long trousers. At lunchtime, more informal dress is allowed, although we request that guests always dress appropriately.
Can the hotel organize a very late dinner or a very early breakfast?Yes, if for any reason you want to book an early breakfast for before the restaurant opens, please contact the reception team one day in advance to organise it.
Are the hotels open all year round?
No, most of our hotels are closed in winter (usually from November to February). Closing dates vary every year, however, depending on the season and there may be changes from one year to the next.
What happens in the low season?
October to April are considered the low-season months for tourism in the Balearic Islands. Some businesses, restaurants, hotels and tourist attractions may reduce their activity due to the lower number of visitors.
Are the outdoor pools closed in the low season?
No, outdoor pools remain open during the low season and can continue to be enjoyed by guests. However, bear in mind that the temperature of the water in the outdoor pools at this time of the year is much lower than in the summer. At the discretion of our hotel management teams, the Oasis outdoor pools of some of our hotels may sometimes be heated. Please note that you can also use the hotel's indoor pools.
Is the Kids Club open in low season?Yes, the Kids Club is open during the low season. Bear in mind, however, that the activity programme may be a bit different and the number of activities may be reduced.
Having problems finding the information you need?
If you have a question that isn’t on this list, please get in touch with us. Our agents would be delighted to help you.