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Check our Frequently Asked Questions

These are the questions that you usually do us, frequently asked questions about our website or group Marsol Hotels & Resorts Hotels. If you don’t find an answer to your questions, please call us or you use the contact form so that we can answer your queries directly. We will be happy to help you!
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Who are we?

Marsol Hotels & Resorts is a Spanish hotel group that operates in Lloret de Mar, where it has four properties located in the holiday destination, with an optimal location in the city centre, in residential areas or in ideal places for disconnection.

Our mission is to offer unforgettable experiences and quality services in our hotels to meet the needs and demands of our customers during their holidays, always focused on personalised attention and under the standards of excellence that define us, in a family, sustainable and quality environment.

The establishments of Marsol Hotels & Resorts offer a personalised and close service and stand out for the excellent quality of their facilities and the proximity to the clients, a common denominator of the hotels of the chain. To achieve the objectives, these values are deployed in daily development:

- Honesty, respect and trust, the main exponents of the family.
- Cohesion, commitment, and teamwork as an indispensable formula for success.
- Innovation, development, and continuous improvement, staying at the forefront to offer the best experiences to our customers.

Why is it better to book on the official website?

Booking on the official website guarantees you book your holiday at the best price without intermediaries. You get discounts and exclusive promotions as well as unique advantages and added value in our establishments.

100% secure booking. Your browser will verify at the time of payment that the site is secure, with a secure and encrypted connection, showing the green padlock. In addition, your data will be processed in accordance with the RGPD, and your credit card will be stored in a system accessible only to us.

Direct management of special requests: there is no one better than our own team to help you with everything you need regarding your booking. You will be able to indicate your preferences or highlight any point that is essential to enjoy your holiday, such as food allergies and intolerances or specific needs. In addition, we always assign our clients the best available room within the category, subject to availability.

Where can I find special offers and promotions?

Visit our Offers section and get inspired by the options offered on the hotel's website and you will find many more reasons to book your holiday now.

Furthermore, if you subscribe to our newsletter, you'll receive promotional codes and offers in your inbox before anyone else.

Where can I see the services of each accommodation?

On the page of each establishment, you can consult the general services and facilities and also the equipment of our rooms or flats.

How can I contact the accommodation directly?

If you need to contact any of our establishments, you can find both the contact information and a form for it in the contact section.

What is the time of entry (Check-in) and departure (Check-out) of the rooms?

Check-in is from 2:00 p.m. and Check-out before 12:00 p.m. If your room is ready upon arrival, you won't need to wait until 2:00 p.m. to check-in. If you need to leave the room later than 12 noon, ask at Reception, depending on the departure time you request and the hotel's occupancy, we can confirm it for you free of charge or at an additional cost.

What if I arrive after midnight?

There is no problem, the reception is open 24 hours.

Can you store my luggage during the day if I have already checked out of the room?

Yes, request it at reception and we will store your luggage for free during your day of departure so that you can continue enjoying the hotel facilities.

Is access to the apartments allowed with animals?

Animal access is not allowed.

How can I pay for my reservation?

You can use any of these methods to pay for your reservation: in cash, by credit card (Visa, Master Card, Maestro) or by bank transfer.

Is it necessary to give a credit card details to make the reservation?

Yes, indeed, to make the reservation we need a card number and the expiration date. At the time of making the reservation we will not charge any amount in advance, except if it is a non-refundable rate that will be charged the total amount of the reservation at the time of booking.

What is a Non Refundable or Non Refound rate?

This is a more advantageous rate with specific payment conditions. Full payment of the stay must be made at the time of booking through a 100% secure payment platform. 1 free change of dates is accepted. Cancellation fees: 100% of the amount.

When will I have to make the payment for my stay?

Payment for the stay is made directly at the hotel, on arrival, at the time of check-in. In the case of a non-refundable rate, payment is made at the time of booking.

Is there parking at the hotel?

Yes, the Hotel Marsol has a private garage 450m from the hotel, subject to availability. Cannot be reserved. Additional price, ask at Reception.

Is there an Internet connection in the apartments?

Yes, with your device you can connect for free via Wi-fi throughout the Hotel. We also have computers with Internet connection next to the Reception that work with coins.

What are the pool hours? Where is it located?

The pool is open in the summer months from 10am to 9pm and the rest of the year, from 10am to 8pm. It is located in the attic of the hotel. The pool is heated in winter, from October to May.

What is the swimwear allowed in the pools?

Access to the swimming pools of our establishments will be allowed with the following types of clothing:
 
- Full swimsuit
- Bikinis and Triquinis
- Swimsuits briefs, short and long
- Lycra body-hugging burkinis
- Children's sun protection shirts
 
Access to the pools will not be allowed with the following clothing:
 
- topless
- T-shirts, clothes or street shoes of any kind
- Tunics, suits, capes or burkinis with ruffles or other protruding elements and made of any material not described in the section on permitted clothing
- Any other item of clothing not described above in the types of clothing accepted
 
Swimsuits also have to meet safety and hygiene requirements. To preserve the quality of the water, they must be made of a special fabric for the bathroom.

How can I use the Spa?

Booking it in advance at Reception, its use has an additional cost.

Do I have to bring my towel to the beach/pool?

At Reception we have beach towels, you can use them by leaving a refundable deposit.

Does the safe have an additional cost?

Yes, the safe is located in the apartment and has an additional cost depending on the days you are going to use it. Check rates at the Reception.

Are drinks included in my half board or full board?

No, the drink is not included in the half board and full board rates, it has an additional cost.

Do all the rooms have a sea view?

No, only the Double Sea View and Triple Sea View rooms.

Can you smoke in the rooms?

No, Hotel Marsol is a smoke-free establishment. Smoking is only allowed outside and on the terrace of the room.

Can scheduled excursions be made from the hotel?

We have various entertainment activities and excursions available to hotel guests. Check at Reception.

What is the ISO?

The ISO 9001 Standard, prepared by the International Organization for Standardization (ISO for its acronym in English), determines the requirements for a Quality Management System and is recognized internationally.

The ISO 9001 standard for Quality management systems provides the appropriate environment for improving the efficiency of our establishment as well as being able to control processes and improve customer satisfaction.

Where's the TV remote?

The TV remote is at reception, you just have to ask for it.

What happens if I leave at night? Will they give me my deposit?

If you leave during the night, the night watchman will check your apartment and if it is in good condition, he will return your security deposit.

What are the pool hours? Where is it located?

The pool is open from 9am to 7pm. It is located in the attic of the building.

Is there an Internet connection in the apartments?

Yes, with your device you can connect for FREE via Wi-fi throughout the accommodation. Marsol Hotels & Resorts also puts at your disposal a computer with Internet connection next to the Reception that works with coins.

What does the All Inclusive plan include?

Includes accommodation, all meals and drinks from the buffet, drinks outside restaurant hours, ice creams and snacks without limitation.

Do you have a heated pool?

Yes, we have a heated pool and it is open from October to May from 9am to 7pm.

What are the hours for the outdoor pool?

The pool is open from 9am to 7pm. We have sun loungers free of charge. It is not allowed to reserve them.

What are the water park hours?

- from April 1 to April 28 from 11 a.m. to 3 p.m.
- from April 29 to June 14 from 11 a.m. to 6 p.m.
- from June 15 to September 15 from 10 a.m. to 6 p.m.
- from 16 September to 15 October from 11 am to 5 pm
- from October 16 to October 31 from 11 a.m. to 3 p.m.
Schedules are subject to change depending on the weather and hotel occupancy.

How can I use the sauna?

Reserving it in advance at reception; has an additional cost.

Do you have a babysitter to take care of my children?

We do not have a babysitter, but we do have a Mini Club, a space where your children can go to participate in recreational activities monitored by our entertainment team. The minimum age to go alone to the Mini Club is 6 years old, those under 6 years old must go accompanied by an adult.

Do you ask for a deposit for the apartments?

Yes, the deposit that must be left is €100 per apartment in cash, it is delivered at the time of entry and is returned at the time of departure after checking that the apartment is in good condition. You cannot pay by card.

Is there parking at the apartments?

Yes, Apartamentos Condado has a private garage 200m away, subject to availability; Cannot be reserved. Service with an additional cost of €8/day and vehicle.

Do I have to bring my towel to the beach and/or pool?

Yes, our towels are for the exclusive use of the bathroom in the apartments.

Do you have a washer and dryer available to customers?

Yes, we have a washer and dryer, to use them you have to buy a token at reception. The products are already integrated in the washing machine. The laundry room is located on the 1st floor.

Do I have to bring my towel to the beach?

Yes, our towels are for exclusive use in the apartments and are changed every 2 days.

I don't see the same price on the website as yesterday, what happened?

Our prices change depending on the rooms we have available at any given time. Generally, prices go up as you get closer to the date of your trip, so we recommend that you book your next holiday as soon as possible.

What is the tourist tax?

The tourist tax is the tax that is applied to the price of stays in tourist establishments such as hotels and tourist apartments in Catalonia. In compliance with current regulations, the tax on tourist stays in Catalonia is not included in the price. This tax is charged at the accommodation and is paid by the traveller.

Persons aged 17 or under are exempt from this tax. There is also a payment limit of 7 days if the stay lasts more than one week.

Hotel Marsol and Aparthotel Costa Encantada: 1,32€/day and person.

Apartaments Blau and Apartaments Condado: 0,66€/day and person.

Do the swimming pools have fresh or salt water?

All the swimming pools at Marsol Hotels are freshwater.

Do you have gluten-free meals and other allergens?

Yes, our restaurants have the possibility of preparing special foods for people with allergies, intolerances and other special needs.
If you suffer from any allergy or intolerance, please contact us to tell us your needs, and contact the maître at your entrance to the Restaurant so that we can offer you the appropriate menu.

Is there a towel lending service for the swimming pool?

To make your holiday as enjoyable as possible, most of our hotels offer a pool towel loan service (subject to payment of a deposit which will be refunded on return of the towel).

In some cases, the service may incur additional charges.

Can I pre-register at the hotel?

You can fill in the Registration Form right now (up to one hour before arrival) and help us to have all the information ready for a quick check-in at the reception desk on the day of arrival. Click here.

Can you store my luggage during the day if I have already checked out of the apartment?

Yes, we have coin operated lockers where you can store your luggage on the day of departure, so you can continue to enjoy the facilities.

Up to what age do children stay free of charge?

Children up to 2 years old are considered babies and are not charged as guests. They are accommodated free of charge in a cot on request. From 3 to 12 years of age, they are considered children and pay as such. From the age of 13 they count as adults.

This applies for a maximum occupancy of one child per room and may vary according to the size of the room.

Are drinks included in my half board or full board?

No, the drink is not included in the half board and full board rates, it has an additional cost.

Do you have food for vegetarians/vegans?

Yes, in our buffet you will find daily different dishes as a vegetarian/vegan option.

Is there any dress code in the restaurant?

Yes, in the hotel's buffet restaurant, formal dress is required: long trousers or Bermuda shorts for men and no swimming costumes, beachwear, or similar items and no shirtless or wet access is allowed.

Is there parking?

At Costa Encantada we have a closed garage and outdoor parking, with limited spaces, where you can park your vehicle at an additional cost.

Indoor parking costs €10/day and vehicle from 03/31 to 06/22 and from 09/11 to 11/04. During the high season, from 06/23 to 09/10 included, it has a cost of €15/day and vehicle.

Outdoor parking located 200m. from the Aparthotel, has a cost of €8/day and vehicle.

Outdoor parking within the enclosure is free. Places are limited, subject to availability, it cannot be reserved in advance.

Do you have pool/beach towels available at the hotel or do I have to bring them with me?

We have a pool towel loan service subject to the payment of a deposit which will be returned when you return the towel. In some cases, this may create additional charges.

What wellness services does Costa Encantada have?

The hotel has a sauna and a heated swimming pool. It also has a treatment and massage service that you can consult here.

How can I use the sauna?

Booking it in advance at the reception; has an additional cost.

Can I have a double bed?

All our beds are single.

I have a special request for my room.

You can request your preferences at the time of booking, we will try to manage your request. It is however important that you know that it is not always possible to guarantee these. This is subject to availability upon arrival.

Can you smoke in the rooms?

No, Aparthotel Costa Encantada is a smoke-free establishment. Smoking is only allowed outside and on the terrace of the apartment.

Are pets allowed?

Dogs under 7kg are allowed, with a supplement of € 7 / day. It is not allowed to leave the dog alone in the room for long periods of time. Dogs are not allowed to enter the restaurant or the pool.

Is there internet connection in the hotel?

Yes, with your device you can connect for FREE via Wi-fi throughout the Hotel.

What are the pool hours? Where is it located?

The pool is open in the summer months from 9am to 9pm and the rest of the year, from 9am to 8pm. It is located in the attic of the hotel. The pool is heated in winter, from October to May.

What spa and wellness facilities does the Hotel Marsol have?

The hotel has a newly renovated Spa with heated pool, jacuzzi, sauna, Turkish bath, rain shower and relaxation area. It also has a treatment and massage service that you can consult here.

Does the safe have an additional cost?

The safe is located in the room and is free to use.

Can you smoke in the apartments?

No, Apartments Condado is a smoke-free establishment. Smoking is only allowed outside and on the terrace of the apartment.

Are the apartments equipped with bed linen and towels?

All our apartments are equipped with bed linen and towels. Sheets are changed every 7 days and towels are changed every 2 days.

What are the check-in and check-out times for the apartments?

Check-in must be made from 5pm and Check-out before 10am. If your apartment is ready upon arrival, then there is no need to wait until 5pm and check-in may be done immediately. If you need to leave the apartment after 10am, ask in Reception, subject to availability, we can confirm this for free or at an extra charge.

Do I need to give my credit card details to make a reservation?

Yes, indeed, to make a reservation we need a card number and the expiration date as a guarantee of the reservation. If you have chosen a free cancellation rate, at the time of booking we do not charge any amount in advance, you can pay your entire stay upon arrival at the hotel. If you have chosen a non-refundable flexible rate, the full amount will be charged at the time of booking.

What are the check-in and check-out times for the apartments?

Check-in must be made from 4pm and Check-out before 10am. If your apartment is ready upon arrival, you will not need to wait till 4pm to Check-in. If you need to leave the room after 10am, ask in Reception, subject to availability, we can confirm this for free or at an extra charge.

Is there parking at the apartments?

Yes, Apartamentos Blau has a private garage 50m away subject to availability; Cannot be reserved. Service with additional cost.

Do I have to bring my towel to the beach and/or pool?

Yes, because our towels are for the exclusive use of the bathroom in the apartments.

Is there internet connection in the apartments?

Yes, with your device you can connect free via Wi-fi throughout the premises.

Can you smoke in the apartment?

No, Apartamentos Blau is a smoke-free establishment. Smoking is only allowed outside and on the terrace of the apartment.

Do you have a washer and dryer available to customers?

We have a washing machine but no dryer, to use it you have to buy a token at reception. When you buy the token at reception they will give you the soap powder.

How can I modify my booking?

If you have made your reservation through marsolhotels.com, to modify it, go to the My Bookings section and enter the booking reference (reservation number) and the hotel of your reservation.

If you have made your reservation through our Customer Service Telephone Service, to modify it you can contact the customer service.

If you have made your booking through another company (you have not made your booking through marsolhotels.com or the Marsol Hotels Telephone Booking Service) you must contact the third-party company directly.

If you have made your reservation directly through the hotel, please contact the hotel directly to modify it.

Choose your next adventure Marsol Hotels

It's time to live an unforgettable vacation! Select the establishment that best suits you and what you are looking for. Enjoy Lloret de Mar only as you want.

How do you want your stay to be? Family, adventurous, romantic, relaxing, sports or gastronomic. Book and discover new ways to enjoy your vacation.
Choose your next adventure Hotel Marsol
#1st line of the beach #Spa #Family #Restaurant #Relax #Pool #Gym
See Hotel
The kingdom of fun Aparthotel Costa Encantada
#Water Park #All Inclusive #Families
See Aparthotel
Space and comfort Apartaments Condado
#Friends and Family #Pool
See Apartments
Enjoy with friends Apartaments Blau
#Friends #50 m from the sea #Central #Swimming pool
See Apartments