Frequently asked questions
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Hotels

In which destinations is Eurostars Hotel Company present?

You can find the list of destinations and hotels in our hotel catalogue.

How can I find out whether the hotel takes pets?

To find out whether one of our establishments takes pets, enter the hotel's website and on the home page you will find a section called "General Information about the hotel". Among other information you will find out whether or not the hotel takes pets.

How do I get to the hotel?

If you need to know where one of our hotels is or how to get there, click on the "contact and map" tab on the hotel's website for all the details.

Where can I find out if the hotel has a car park and how much it costs?

To find out if a hotel has a car park you must go to the establishment's website. On the home page there is a "hotel services" section. If there is a car park for guests you will see a P icon. If you want to add a parking space to your stay, you will be able to check this option when you make your reservation.

How can I reserve a transfer from the airport to the hotel?

To reserve a transfer to the hotel send an email directly to the hotel with the details of your reservation at the hotel (dates and name) and of your flight (number and time).

How do I contact the hotel directly?

On the hotel's website, in the “Contact and Map” tab you will find both the hotel's email and its telephone number.

Promotions

Where can I find offers and promotions?

If you are on the home page www.eurostarshotels.co.uk  you will find an "Offers” tab at the top. There you will find promotions with discounts of up to 35% in several of the chain's destinations and hotels.

Is there a loyalty programme for Eurostars customers?

Star Traveler is our customer loyalty programme. Being part of this club requires one night's stay in one of our hotels. After this stay you will receive an email informing you that you are now eligible to become a Star Traveler member. The benefits of our loyalty programme will be applied to you on your next reservation.

You can find out more about Star Traveler.

I am a company and I would like to apply for the corporate services, how do I do it?

Enter our  Corporate Area, register and once your application is approved we will send you access details so that you can use all our special services.

Reservation

How do I view a reservation once I've made it?

To view a reservation you have made on our website, go to “My Reservation" page.

Can I reserve a cot for my room?

When you are carrying out the reservation process on our website the "personalise the room" option will appear. Among other options, you can add a cot to your room if you are going to stay in it with a baby.

Can I choose the type of room I want (with views, with double bed…)?

On making the reservation you can specify what type of room you would prefer. If you have made the reservation and didn't select your preferences, you can enter them in "modify reservation" on our official website or by calling the hotel. Remember that these requests are always subject to availability and cannot be guaranteed until your arrival at the hotel.

Is there an Early Check In and/or Late Check Out option?

Both early check-in and late check-out requests are subject to availability and have a supplement. They are not guaranteed until you arrive at the hotel as they depend on the occupancy rate. You can ask the hotel the day before you arrive or on the day of your arrival.

Reservation modification

¿Puedo modificar una reserva directa con tarifa flexible?

Yes. Direct bookings with a flexible rate or free cancellation allow you to modify the dates, room type or board basis, always subject to availability and in accordance with the cancellation policy. We recommend checking the cancellation policy before requesting any change, as it usually sets a deadline of up to 48 hours before arrival.
The cancellation policy is specified during the booking process and in the confirmation sent by email.
Non-refundable rates do not allow modifications.

How can I request a modification to a direct booking?

To make any change, you can contact the hotel directly or call our call centre on +34 913 342 196. Once the request has been processed, you will receive a confirmation email.
Please note that changes to dates or new services may result in a variation in the booking price. These changes will also apply to direct bookings with a flexible rate that have already been paid for in advance.

Can the booking holder be changed if I chose a Star Traveler rate?

Yes. If the original holder is a Star Traveler member, they will not earn points if the booking is transferred to another person. The new guest will be able to enjoy the benefits associated with the booking, such as the discount or free breakfast at the higher tiers. For non-refundable rates, points used for payment are not refunded.

What happens if the modification involves changing the dates or extending the stay?

If you add additional nights to your booking, these will be calculated according to the rate available at that time. If you change the dates, the price will be updated based on the rates in force. For flexible-rate bookings paid in advance:

- If the new rate is lower, the difference will be refunded.
- If the rate is higher, a payment link will be sent so that you can pay the difference, or you may pay it at the hotel on arrival.

How can I check a modification if I am a Star Traveler customer?

You can view the changes in your Customer Area, where you will find the updated information about your booking. Please remember that bookings made before you registered for Star Traveler will not appear in this section.

Can I modify a booking made through an OTA or travel agency?

If you booked through a travel agency or a platform such as Booking or Expedia, you must manage any change directly with them through their website, app or confirmation email. You can check the modification conditions in your booking confirmation email.

Reservation cancellation

Can I cancel a direct booking with a non-refundable rate?

No. This type of rate does not allow cancellations or modifications, so the amount paid will not be refunded, in accordance with the cancellation policy. Points used for payment will not be returned either.

Where can I manage the cancellation of a non-refundable booking?

Although there is no refund, you can request an administrative cancellation from the confirmation email, by contacting the hotel or by calling +34 913 342 196.
Star Traveler customers can also process a cancellation with charges from the Customer Area.

Can I cancel a direct booking with a refundable rate?

Yes. Cancellation is free until 23:59 on the date indicated in the booking conditions, which is usually up to two days before arrival. On certain dates, stricter specific policies may apply, so we always recommend checking the cancellation policy in the confirmation email or from your Customer Area if you are a Star Traveler.

What happens if I cancel a refundable booking after the deadline?

If you cancel after the permitted period or do not show up at the hotel, the penalty charges indicated in your booking will apply.

How can I cancel a refundable direct booking?

You can do so from the confirmation email, by contacting the hotel or by calling +34 913 342 196. If the cancellation is made within the established period, there will be no charge.

When will I receive the refund for a refundable booking?

Where applicable, the refund will be made using the same payment method used for the booking. The timeframe may vary depending on the bank: it is normally approximately 48 hours for European customers and slightly longer for international customers (it may be twice as long). In the case of special cards, such as China Union Pay, the refund may take between 7 and 10 days.
If the booking was paid for with Star Traveler points, these will be refunded provided that the free-cancellation period has not expired. The points may not be visible in the Customer Area for approximately 15 minutes after the cancellation.

Can I cancel a booking made through an OTA or a travel agency?

Yes, but you must do so directly through the platform or agency with which you made the booking, such as Booking, Expedia, or by contacting your travel agency. You must access the confirmation email, website or app to manage the cancellation and review the cancellation policy before making any change.

How are refunds managed for bookings made through an OTA or a travel agency?

The refund conditions will be applied according to the policy indicated by the OTA or the travel agency at the time of booking. For non-refundable rates, 100% of the charges apply and for flexible rates, it is usually possible to cancel free of charge up to two days before, but we recommend checking the details in the confirmation email.

Who confirms the cancellation conditions if I booked with a travel agency?

The travel agency is responsible for managing the booking, so you should contact them to confirm the conditions, deadlines and status of the cancellation.

Upgrade (Improvements and changes)

Can I change the room type I booked?

Yes, provided there is availability. You can request the change by contacting the hotel, which will inform you of the options and any supplements, even for bookings made through an unofficial channel.

How can I request a room change?

You must contact the hotel or the call centre on +34 913 342 196. Once availability has been confirmed and the change accepted, you will receive an email with the details of the modification. Depending on the cancellation policy for the dates, advance payment for the change may be requested.

Can I change to a lower-category room?

It will depend on your booking's cancellation policy. If the rate is non-refundable, changes to a lower category are not permitted. If the policy has not yet expired, the hotel or call centre may make the change and send you the confirmation by email.

Can I add breakfast, half board or full board to my booking?

Yes, provided the hotel offers these services. You can add them before arrival by contacting the hotel or the call centre (+34 913 342 196). If the booking was made through an unofficial channel, you can also request this from your agency, OTA or directly from the hotel. Once availability has been checked and the change accepted, you will receive an email confirming the update to your booking.

Payment

How do I get my bill?

To receive the bill for your reservation at our hotels you can send an email to the hotel in question with all the details.