FREQUENTLY ASKED QUESTIONS


WHAT SHOULD I DO TO FINALISE MY BOOKING?

The reservation is finalized once you have entered your reservation data and you must enter a valid email to send the confirmation of your reservations with details of the contracted service.

WHAT DOES EACH DINING SYSTEM OR PLAN CONSIST OF?

• The Bed and Breakfast mode includes accommodation at the selected hotel and breakfast at the hotel buffet where you are staying. In the case of Marina d'Or Beach Apartments, a hotel will be assigned for meals to be taken in if you choose the meals included option.
• Half board includes hotel accommodation, breakfast and lunch or dinner at the hotel buffet.
• Full board includes hotel accommodation, breakfast, lunch and dinner at the hotel buffet.
• In our buffets you can enjoy a wide variety of dishes, at breakfast, lunch and dinner. A children’s buffet is also available in all our hotels. Our lunch and dinner buffets come with drinks included. We also have special dishes for people with allergies or intolerances.

WHAT TIME IS CHECK-IN AND CHECK-OUT FOR THE ROOMS?

• Hotel heck-in must be made between 16:00 and 22:00 hours - Check-out will take place before 11:00h. Subsequent departures are possible, please enquire at the front desk.
• Do I want a cot for my baby and do these incur any expenses? No, there is no additional cost for this service. Always depending on availability and for children aged from 0 to 24 months.

IS MY BOOKING GUARANTEED?

Yes, from the moment you received confirmation, the booking is guaranteed.

HOW CAN I MODIFY MY BOOKING?

If you would like to modify the dates or any other details of your booking, you can call our customer service helpdesk on 964 72 72 70. Our staff will help you make the changes or modifications you want.

WHAT KIND OF ENTERTAINMENT CAN WE ENJOY IN MARINA D'OR?

• Our daily activity schedule is very extensive. We offer activities for all age groups.

• Our artistic team will surprise you with its delightful evening shows brimming with light and colour, as well as musicals and plays for the little ones staying with us.

• And as you would expect, spectacular parades of floats where magic, light and thrills join forces.

IS IT NECESSARY TO PROVIDE THE TRACER CODE AT HOTEL FRONT DESK?

It is not mandatory, although it is advisable.

WHAT HAPPENS IF THE BOOKING IS CANCELLED DUE TO FORCE MAJEURE?

If the booking is cancelled more than 14 days prior to arrival, there will be no cancellation fees. If the booking is cancelled within 14 days prior to arrival, the costs will be 25% of the total value of the reservation. In the event that you do not show up on the day of check-in or make an unforeseen departure, the costs will be 100% of the total amount of your booking.

DOES MY BOOKING INCLUDE ACCESS TO THE SPA OR POOLS?

• If you carry out your booking at our Hotel Spa 5*, you will have unlimited access to the spa. In the other hotels and apartments Marina d'Or Beach with dining system included, you will have access to a SPA area with heated pool, outdoor pool (seasonal), jacuzzi, sauna, UVA rays and gym, free of charge during your stay. In the event you choose the Marina d'Or Beach Apartments in accommodation only mode these will include access to the swimming pool of the complex where your apartment is located.

DO THE APARTMENTS HAVE A CLEANING SERVICE?

If you have booked in our Marina d'Or Beach Apartments with dining system included, you will have cleaning service (except kitchen) from Monday to Friday (except public holidays). Changes of sheets and towels are carried out every 3 days.

If you have booked in our Marina d'Or Beach Apartments on an accommodation-only basis the daily cleaning service is not included. However, you can contract this directly at the front desk upon arrival or by calling 964 72 72 70.

WHAT SERVICES ARE INCLUDED WITH FULL BOARD?

In full board in all our buffets, you can enjoy a wide variety of dishes, at breakfast, lunch and dinner. A children’s buffet is also available in all our hotels. Our lunch and dinner buffets come with drinks included.

WHAT TIME IS CHECK-IN AND CHECK-OUT FOR THE ROOMS?

Hotel heck-in must be made between 16:00 and 22:00 hours - Check-out will take place before 11:00h. Subsequent departures are possible, please enquire at the front desk.

DO THE HOTELS HAVE PARKING FACILITIES? WHAT IS THE COST?

Both hotels and apartments offer the possibility of parking. The cost ranges from 10 to 16 euros.

DOES THE RESORT HAVE FREE WI-FI?

Yes. The complex has free WI-FI for guests staying in hotels providing the keys at reception and having areas duly indicated for this purpose, such as receptions, cafeterias...

HOW CAN I REACH THE COMPLEX FROM OROPESA OR FROM CASTELLÓN? HOW FAR AWAY IS THE COMPLEX?

Marina d'Or is less than 2km away from Oropesa del Mar and 22km. from Castellón. From Oropesa, communication is straight along Avenida Barcelona, which links both cores with several lanes, also bike. From Castellón, Oropesa can be accessed via the national 340 road, the A7 motorway (exit A45), along the coast. It can also be reached by train.

DO WE HAVE TO GO INTO THE SPA WITH A BATHING CAP AND FLIP FLOPS?

The scientific seawater spa has thorough phytosanitary processes and controls, which allow us to keep it free of germs, meaning the use of bathing caps and flip flops is not essential. The bathing cap is allowed but the flip flops, precisely for reasons of hygiene, are not. To accomplish this, the water of the entire spa is renewed every 3 hours.

DO I HAVE TO PAY ANY AMOUNT IF I CANCEL MY BOOKING?

Cancellation fees will depend on the type of rate you made your booking with.
Cancellation free of charge up to 72 hours before check-in for stays until September 30th, except from August 1st to 21st which will be 5 days before check-in, after this period there will be a charge for the value of the 1st night's stay. If you want to make these arrangements, you can call us at our Call Centre. Contact phone number +34 964 72 72 70. Any cancellation must be made in writing via email at info@marinador.com If you do not appear on the contracted date, you will lose 100% of the total contracted services, being obliged to pay the total amount of the same, paying as applicable the amounts outstanding after payment of the reservation deposit. Payments made as a penalty for cancellations not due to force majeure can be used by customers as part of the contracting of subsequent stays in a period of up to two years from the booking date. Transfer of the booking: In the event that the CUSTOMER is not able to have their stay on subsequent dates, they may assign their reservation to a third party, communicating it by phone at 964 72 72 70 or via an email to info@marinador.com. The assignee will have to meet the same accommodation type requirements and contracted regime as the CUSTOMER. If they abandon the hotel or apartment before the end date of the contracted stay, no amount will be refunded. Non-Refundable Rate: the CUSTOMER will enjoy a special discount when booking in advance. 100% of the total reservation will be charged. This reservation cannot be cancelled or modified without a charge. In case of cancellation or no-show at the hotel, 100% of the stay will be charged.

WHICH HOTELS HAVE SWIMMING-POOL? CAN I GO TO THE GRAN DUQUE HOTEL'S POOL EVENT IF I´M NOT STAYING AT THIS HOTEL?

Each of our hotels has its own spa, some in the hotel itself and others just a short walk from the hotel. Nonetheless, they all have a heated pool, an outdoor pool, Jacuzzi, Sauna, Gymnasium. Some of these services require prior appointment. If you are staying in our 5* Hotel, you will enjoy free access to the seawater spa leisure area.

CAN WE ENJOY THE ACTIVITY PROGRAMME IF WE ARE NOT REGISTERED AS GUESTS? DOES THIS ENTAIL ANY ADDITIONAL COSTS? DOES THE RESORT OFFER FREE ACTIVITIES?

The resort offers an extensive tourist-sports entertainment programme, for all ages, for guests staying in hotels and multi-service apartments. Furthermore, there are numerous other activities and attractions open and free to all attendees or subject, simply, to minimal consumption, such as brilliant shows.

WHY ARE CREDIT CARD DETAILS REQUESTED AT CHECK-IN?

A credit card is required to guarantee coverage for possible damages or expenses not declared at check-out, for example, minibar, parking, room-service... in this way, we try to streamline and facilitate the procedures at the departure of our customers and that they can enjoy the facilities as much as possible.

WHY IS THE ENTIRE STAY PAID UPON ARRIVAL AT THE HOTEL OR APARTMENT?

At Marina d'Or – Holiday City we receive customers from all over the world. It is a policy like any other aimed at speeding up the procedures for all our customers, regardless of their origin. In any case, Marina d'Or guarantees the immediate return of those amounts that, for justified reasons in accordance with Royal Decree 19/1997 of February 11 of the Valencia Regional Government (Generalitat Valenciana), were eligible for return in case those services previously contracted were not taken.