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Hotel
What is Eurostars Hotel Company and what sort of hotel experience does it offer?Eurostars Hotel Company is the hotel chain owned by Grupo Hotusa. It has an international portfolio of over 300 hotels in 24 countries and comprises seven brands: Eurostars Hotels, Áurea Hotels, Dorma Hotels, Exe Hotels, Ikonik Hotels, Crisol Hotels and Tandem Suites. Its hospitality expertise is based on quality, attention to detail, innovation and a connection with the destination. The company offers accommodation for a range of travel purposes: leisure, business, city breaks, premium stays, unique hotels and apartments, whilst maintaining an offering centred on service excellence, comfort and authenticity.
Which brands are part of the Eurostars Hotel Company, and how does each one differ? Eurostars Hotel Company operates through seven hotel brands. Each caters to a different type of travel, ranging from city centres for leisure and business to unique establishments, functional accommodation and premium apartments. Its multi-brand model enables it to offer experiences tailored to different travel motivations, whilst maintaining a common ethos based on quality, comfort, attention to detail, a connection with the destination and excellence in hospitality.
Eurostars Hotels comprises hotels catering to both leisure and business travellers who are looking for comfort, elegance, strategic locations, comprehensive services and a carefully curated hotel experience.
Áurea Hotels is the company's boutique hotel brand. It brings together unique establishments, many of which are situated in historic or iconic buildings, with strong links to the culture, architecture and heritage of their destinations.
Dorma Hotels is designed for leisure travellers looking for a comfortable stay in a convenient location, whether in city centres or holiday destinations.
Exe Hotels caters specifically to the needs of city and business travellers, with well-connected hotels, practical facilities and services designed for efficiency and comfort.
Ikonik Hotels offers a contemporary and flexible urban hospitality experience, aimed at travellers who appreciate design, the character of a space and a more dynamic way of experiencing the city.
Crisol Hotels offers practical and comfortable accommodation, designed to effectively meet the essential needs of travellers whilst offering good value for money in terms of quality, location and service.
Tandem Suites comprises a collection of premium apartment buildings in central locations, designed for those seeking greater independence, space and flexibility, particularly for medium-term stays or family holidays.
Eurostars Hotel Company has an extensive network of hotels in domestic and international destinations, with a presence in major capital cities and strategic locations across Europe, the Americas and Africa, establishing itself as a leading company in the international hospitality sector, specialising in city centres and accommodation for business and leisure travel.
Our portfolio includes hotels in Spain in destinations such as Madrid, Barcelona, Seville, Valencia, Bilbao, Málaga, Zaragoza, Santiago de Compostela, Granada, Córdoba, Pamplona, San Sebastián, A Coruña, Oviedo, Santander, Valladolid, León, Burgos, Logroño, Alicante, Palma de Mallorca, Ibiza and Tenerife, amongst others.
Internationally, we have a presence in cities such as Paris, Rome, Berlin, Lisbon, Porto, Prague, Budapest, Amsterdam, Brussels, London, New York, Chicago, Miami, Washington D.C., Boston, Mexico City, Buenos Aires, Bogotá and Casablanca, amongst others.
This extensive geographical presence enables us to offer city hotels, business hotels, holiday hotels, boutique hotels and premium accommodation, tailored to the needs of leisure travellers, cultural tourists, city breakers and corporate guests.
Information on how to get to each hotel of Eurostars Hotels Company is available in the "Location and Contact" section of each property's page, which includes the hotel's address, its location on the map, and the information needed to plan your journey by public transport, car or on foot. This section makes it easier to organise your trip and reach the various hotels in destinations both at home and abroad, whether you're travelling for leisure or business.
Does the hotel have a car park, and how can I book a space? Information on the availability of car parking at Eurostars Hotel Company hotels can be found in the hotel services section, where a "P" icon indicates whether the hotel offers this service.
Parking may be free or subject to a charge, depending on the hotel and the destination. Where available, you can add a parking space as an additional service during the hotel booking process, subject to availability.
Some hotels offer a transfer service from the airport to the hotel, subject to advance booking and with a possible additional charge depending on the hotel.
This service can be requested during the accommodation booking process or afterwards, by contacting the hotel directly via email and providing your booking details and flight information so that your collection can be arranged.
You can contact each hotel directly via various channels: the contact form available on the official website, email or telephone.
On each hotel's page, in the "Location and Contact" section, you will find specific details regarding the contact telephone number, the hotel's email address and its location, enabling you to contact them directly to arrange bookings, make enquiries or discuss any matters relating to your stay.
Promotions
Is the best price guaranteed on the official website?Eurostars Hotel Company offers a best price guarantee available online when booking via its official website. This guarantee ensures access to the most competitive rates published on the direct booking channel, subject to specific conditions which can be viewed during the booking process.
What are the benefits of booking on the official Eurostars Hotel Company website? When booking via the official website of Eurostars Hotel Company, users benefit from preferential terms such as the best price guarantee, as well as exclusive offers not available through other channels.
Furthermore, booking directly allows you to benefit from the Star Traveler loyalty programme, which offers additional benefits and rewards for repeat customers within the company's hotel network.
The offers and promotions are available on the official website, under the "Offers" section in the main menu.
In this section, you can browse a range of domestic and international destinations, tailored to different types of stay, whether for leisure trips, city breaks or business trips.
Star Traveler is the Eurostars Hotel Company loyalty programme. It is aimed at guests staying at the chain's hotels and offers access to exclusive benefits on bookings and stays, such as special member rates, redeemable points, promotions, personalised benefits and certain additional services, subject to the programme's terms and conditions and availability at each property.
Star Traveler aims to strengthen its relationship with customers by offering a more personalised and recognisable experience, based on recognition, exclusivity and loyalty. In this way, Eurostars Hotel Company rewards its guests' trust and enhances the travel experience across its various brands and destinations.
We offer a Corporate programme designed for companies looking for flexible accommodation, special rates and exclusive services. To find out more, visit our Corporate Division, complete the registration process and, once your application has been approved, you will receive your login details to manage bookings, take advantage of corporate rates, exclusive offers and personalised services tailored to your company's needs.
What are gift cards and how do they work? These are prepaid gift vouchers available in various denominations (€50, €150, €300 or customised amounts) which can be redeemed for hotel stays within the chain. They can be purchased online as hotel gift cards and are sent by email to the purchaser.
They can be used as a full payment method, making them a flexible option for giving the gift of travel experiences, city breaks and hotel stays.
Reservation
How can I book a room with Eurostars Hotel Company? Online hotel bookings are made directly via the official website, by selecting the destination, the dates of stay, the room type and the number of guests.
Once the details for the booking and payment process have been completed, the user receives a hotel booking confirmation email.
Booking directly on the official website guarantees access to up-to-date availability, the best online price and exclusive terms and conditions for your accommodation booking.
You can check your online booking via the "My Booking" section, which you can access by entering your booking reference and your access PIN.
From this page, you can view the details of your accommodation booking, such as dates, room type and terms of stay.
If the user has a Star Traveler loyalty programme account, they can also access their hotel booking history from their personal account, where all their stays are listed.
Hotel booking management can be carried out easily via the Customer Area on the official website, where users can access all their accommodation bookings to amend or cancel them, subject to availability and the terms and conditions of the rate.
You can also access your booking via the "My Booking" section by entering your booking reference and the confirmation PIN sent to you by email, which allows you to manage changes, amendments or cancellations to your stay online.
Early check-in and late check-out can be requested subject to the hotel's availability and are subject to the terms and conditions of each establishment. In some cases, these services may incur an additional charge.
These cannot be guaranteed in advance, so we recommend that you contact the hotel directly before arrival or on the day of check-in to confirm whether the check-in or check-out times for your accommodation booking can be extended.
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
Is it safe to book a hotel directly online? Booking via the official website is a secure process, as it uses secure payment systems and SSL encryption technology, which protect the user's personal and financial details throughout the booking process.
This system guarantees security for online bookings, data protection and a reliable booking experience, with immediate confirmation and direct management of your stay.
Payment methods at hotels mainly include credit cards, which are commonly used for booking accommodation, as well as other options such as cash payments at certain hotels and bank transfers upon prior request.
The availability of each payment method may vary depending on the hotel, the destination and the specific terms and conditions of the online hotel booking, so we recommend checking the available options at the time of booking.
You can request the hotel bill by sending an email directly to the hotel, stating the details of your accommodation booking.
The hotel will arrange for the accommodation invoice to be issued and sent; this will be based on the details provided by the guest and the terms of the booking.