Frequently
asked questions
Sixty-nine answers about bookings, rates, rooms, opening hours, parking and how to get here. If what you are looking for is not here, write to us and we will sort it out.
(01)
Bookings and payments
How can I book a room at the hotel?
You can book directly through the booking engine on our website, by phone on +34 971 18 86 86, or by email at info@alcazarhotelsoller.com.
Is there any advantage to booking directly on the website rather than through other platforms (Booking, Expedia, etc.)?
Yes. By booking directly on our website we guarantee the best available price compared with other channels.
What payment methods do you accept?
We accept cash, card (Visa, Mastercard, Maestro and American Express), PayPal, bank transfer, Bizum, Apple Pay, Google Wallet and Samsung Pay.
Do I have to pay a deposit or the full amount when booking?
It depends on the rate. The Flexible, Member and Stay Longer rates require no prepayment (only a card guarantee). The Non-refundable resellable rate requires payment of 100% of the stay at the time of booking.
What rates do you offer and how do they differ?
We offer four rates: Flexible (the base rate, free cancellation up to 4 days/96h before arrival, no prepayment); Member (the Flexible rate with an extra 5% discount for registered users, same conditions); Stay Longer (15% off the Flexible rate for stays of at least 7 nights, same cancellation conditions); and Non-refundable resellable (10% off the Flexible rate, no minimum number of nights, 100% prepayment and no cancellation or change, although it can be resold to other travellers through our partner Hotel Resale).
How do I register to get the Member rate?
Registration is immediate and free: you can do it directly on our website, in the booking engine itself, when you select the Member rate.
(02)
Invoices, tourist tax and cancellations
Can I ask for the invoice to be made out to my company?
Of course. Just give us the company details and we will issue it in its name.
Do I have to pay the tourist tax (ecotasa)?
Yes, it is compulsory under current regulations. It is 4.40 € per person per day from 1 May to 31 October, and 1.10 € per person per day for the rest of the year (low season); it applies only from the age of 16 upwards. It is always paid at check-out, never in advance, not even on non-refundable rates.
Do you offer a currency exchange service?
Yes, subject to availability depending on the amount requested, with a 10% handling charge on the total exchanged.
What is the cancellation policy?
It depends on the rate booked. On the Flexible, Member and Stay Longer rates, cancellation is free up to 4 days (96 hours) before arrival; cancelling later incurs a charge of the first night. The Non-refundable resellable rate cannot be cancelled: 100% of the stay is charged.
What happens if I do not turn up on the day of arrival (no-show)?
On the Flexible, Member and Stay Longer rates the first night is charged. On the Non-refundable resellable rate 100% of the stay is charged.
Can I change the dates of my booking once confirmed?
On the Flexible, Member and Stay Longer rates yes, although the change incurs a charge of the first night. The Non-refundable resellable rate cannot be changed.
How can I change or cancel my booking?
If you booked directly with us, you can do it yourself on our website by entering your booking number and the email you booked with. You can also call us or send us an email and we will take care of it.
(03)
Check-in and check-out
What time can I check in?
Check-in is from 14:00.
What time do I have to check out?
Check-out is by 11:00 at the latest.
Do you offer early check-in or late check-out?
Yes, both early check-in and late check-out are subject to availability.
Is reception open 24 hours?
Yes, reception is open 24 hours.
If I arrive before my room is ready, can I leave my luggage?
Yes, we have a luggage storage service, completely free, so you can enjoy Sóller while we get your room ready. We also offer, on request and at no charge, a courtesy shower for arrivals and departures.
While staying at the hotel, how do I contact reception?
Dial 09 from the phone in your room and we will be glad to help at any time.
(04)
Rooms
What types of room does the hotel have?
The hotel has 31 rooms in four categories: Superior with village views, Superior with garden views, Deluxe and Junior Suite.
Do all the rooms have air conditioning?
Yes, every room has air conditioning.
Do you have non-smoking rooms?
Yes, in fact the whole hotel is completely smoke-free, with no designated smoking areas.
Do you have rooms suitable for people with allergies?
All our rooms are designed with allergy sufferers in mind: the bedding fillings are hypoallergenic, there is no carpet in any room and we follow the highest cleaning standards.
What is the maximum occupancy of the rooms? Do you allow cots or extra beds for children?
The hotel has 4 room categories, from the simplest to the most premium: Superior Village View (22-24 m², 2 adults and 1 infant up to 2 years inclusive), Superior Garden View (22-24 m², 2 adults and 1 infant up to 2 years inclusive), Deluxe (26-28 m², 2 adults and 1 infant up to 2 years inclusive) and Junior Suite (36 m², 2 adults and 2 children up to 12 years inclusive, with a 200x200 cm king size bed and a 140x200 cm sofa bed). In Superior Village View, Superior Garden View and Deluxe a free cot is available on request. Extra beds are not allowed in any category.
Can I ask for twin beds instead of a double?
All our rooms have a king size bed. Only in the Deluxe category can it be split into two twin beds, on request and at no extra charge.
Do the rooms have a minibar?
Yes, every room has a complimentary minibar (non-alcoholic), restocked daily. It is not restocked more than once a day or without limit.
What else is provided in the rooms?
All our rooms have a hairdryer, a safe, a kettle with a selection of teas and instant coffee, and a complimentary bathrobe and slippers, at no extra charge.
(05)
Rooms and communal areas
Is there an iron in the room?
Yes, we can provide an iron, an ironing board and a vertical steamer, on request and at no extra charge.
How often are the rooms cleaned?
We clean every room daily, between 8:00 and 14:30.
What kind of sockets are there in the rooms?
The sockets are European type, but every room also has USB ports built into the wall, so you can charge your devices without an adapter.
Does the hotel have a pool?
Yes, we have an unheated outdoor pool, open all year from 8:00 to 21:00.
Do I need to reserve a sunlounger at the pool?
No, there is no need to reserve a lounger; in fact it is not allowed. We have enough loungers for all our guests.
Do you provide pool towels?
Yes, they are available in your room and at reception, changed daily and at no charge.
Do you have a spa?
We do not have a spa as such. We do have an unheated outdoor pool (open all year, 8:00 to 21:00) and an outdoor sauna.
Do you have a sauna? Is there a charge?
Yes, we have an outdoor sauna at no extra charge. It must be booked in advance, swimwear and a towel are required, and there is a locker for your belongings.
(06)
Facilities and services
Is there free wifi throughout the hotel?
Yes, the hotel offers free high-speed wifi throughout.
What is available on the television in the rooms?
Every room has international channels at no charge, and you can cast content straight from your device to the television.
Do you have parking?
Yes, we have an underground car park inside the hotel building itself, with CCTV and electric charging points, reachable from the rooms by lift without stepping outside. It costs 18 € per day. We recommend reserving a space in advance: because of the Low Emission Zone in central Sóller, public parking in the village is very limited, especially in high season.
Is there anywhere to store bicycles?
Yes, we have a dedicated bicycle store, with CCTV and kept locked, in the same car park, at no extra charge.
Do you have a gym?
No, the hotel does not have a gym or fitness room.
Do you offer laundry or ironing?
Yes, we offer a laundry and ironing service, charged per item (see the price list in your room and at reception), with a minimum turnaround of 24 hours.
Do you have board games?
Yes, we have board games at no charge, available at reception.
Can you help me arrange a doctor's visit during my stay?
Yes, we can arrange for a doctor to visit; just contact reception. The fee is paid directly to the doctor.
(07)
Breakfast and food
Is breakfast included in the room rate?
Yes, all our rates include the buffet breakfast, served from 7:30 to 10:30. For visitors not staying at the hotel, breakfast costs 18 €.
What kind of breakfast do you offer?
A full buffet breakfast, with local specialities (such as cocarrois and mini empanadas, among others), rosé cava, freshly squeezed orange juice, Marabans coffee and much more.
Do you have options for vegans, vegetarians or food intolerances?
Yes, we have vegetarian and vegan options, as well as coeliac options and anything else for allergies or food intolerances. We are grateful if you let us know in advance so we can have everything ready.
I have to leave very early. Can I have breakfast before the usual hours?
Of course. With 24 hours notice we will prepare a continental breakfast to take away, or arrange it so you can enjoy it before you leave.
Do you have a restaurant for lunch or dinner, or only the bar?
We do not have a restaurant as such. The bar is open from 11:00 to 23:00 (until 22:00 in low season), and in high season it also offers a snack menu from 12:00 to 16:30.
Do you serve cocktails and other drinks at the bar?
Yes, our bar offers barista and café specialities, cocktails, spritzes, matchas and much more.
Do you offer room service?
Room service for drinks is available until 23:00. Room service for food is available in high season, within the snack menu hours (12:00 to 16:30).
(08)
Hotel policies and accessibility
Are pets allowed?
Our hotel does not accept pets, with the exception of certified assistance dogs (guide dogs, for example), which are welcome. In that case we will kindly ask you for the supporting documentation.
Is the hotel suitable for families with children, or adults only?
Yes, children of all ages are welcome.
Do you have interconnecting rooms for families?
No, we do not have interconnecting rooms.
I am travelling with a baby. What can you provide?
On request and at no charge we can provide a cot, a high chair, a baby bath and other items to make your stay easier with little ones.
Can you smoke anywhere in the hotel (terraces, garden)?
No; as we mentioned under rooms, the whole hotel is 100% smoke-free, with no exceptions and no designated areas.
Is the hotel accessible for people with reduced mobility?
Yes, the whole hotel is accessible for people with reduced mobility and wheelchair users. We have three lifts, a pool hoist and all kinds of mobility aids available on request.
(09)
Location and how to get here
Where exactly is the hotel?
The hotel is at Carrer de sa Romaguera 25, 07100 Sóller (Illes Balears), right in the centre of the village, a few minutes walk from the main square.
How far is the hotel from the beach or Port de Sóller?
Port de Sóller is about 4 km from the hotel. You can get there by car, taxi, bus or tram; the tram has a stop very close to the hotel (50 metres), is paid in cash or by contactless card, and there is no need to buy the ticket in advance.
How do I get to the hotel from Palma de Mallorca airport?
The journey takes around 40 minutes. We offer a premium transfer service from 136 € each way, which you can add when you book or later on, with a minimum of 48 hours notice. You can also come by taxi: there is a rank beside the arrivals terminal at Palma airport.
Is there a stop for the historic Sóller train or tram near the hotel?
Yes. The historic Sóller tram stop is barely 50 metres from the hotel, and the railway station (the train to Palma) is a 5-minute walk away (350 metres).
Can I drive to the hotel? What is the Low Emission Zone?
The historic centre of Sóller is a Low Emission Zone: traffic is restricted to registered residents and 100% electric vehicles. If you are coming in a hire car or a private non-electric vehicle, you will need prior authorisation; we handle your registration with the Town Hall using the vehicle documentation (hire agreement or registration certificate) that you give us. You can still drive in to unload luggage and check in. We recommend parking in our private car park (18 € per day): as most public spaces in the centre are reserved for residents, finding somewhere to park on your own is difficult, especially in high season.
What languages does the hotel staff speak?
The hotel staff speak Spanish, Catalan, English, German and French.
(10)
Groups, events and other
Is the hotel open all year?
Yes, our hotel is open 365 days a year.
Can people who are not staying at the hotel come for a drink at the bar?
Yes, they are always welcome in our bar and café. This does not include use of the car park or the pool.
Do you offer a day pass for non-guests?
Yes, we offer a day pass on request: 35 € per person per day, from 11:00 to 19:00, with a towel and a welcome glass of cava included.
Do you host weddings or private events?
Yes, we host private events on our terrace, with fixed per-person packages and the option to tailor them, for groups of between 30 and 120 people, booked by the hour.
Do you accept group bookings?
We accept group bookings of up to 5 rooms, always on prior request. Given how high demand is in high season (May to October inclusive), we cannot guarantee availability for groups in that period. Please contact us directly to check availability and conditions.
Can you recommend things to do in Sóller (walking, cycling, coves)?
Yes, the hotel provides access and information about walking and cycling routes in the Serra de Tramuntana, as well as nearby coves to discover.
What happens if I leave something behind at the hotel?
We keep lost property for 30 days, in case you would like us to send it on or prefer to collect it. After that, understanding that you no longer need it, we dispose of it.
Ask
( anything )
If your question is not on this page, call us on +34 971 18 86 86 or write to info@alcazarhotelsoller.com. Reception is open 24 hours.
