Faq’s – 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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Aparthotel Costa Encantada

What is the time of arrival (Check-in) and departure (Check-out) of the apartments?
Check-in time is from 16:00h, Check-out before 10:00am.If your apartment is ready upon arrival then there is no need to wait until 16:00h, and Check-in may be done immediately. If you wish to leave your apartment later than 10:00am, please ask in Reception if there is this possibility, this depends on which time you would like to depart, also availability. There could be an additional cost for this.
Can you keep my luggage on my departure day?
Yes, we have lockers available in the luggage room. These may be hired for a small charge of 2€ each (non-refundable). This way you can make the most of enjoying the hotel facilities on your last day.
Do you accept animals?
No, sorry animal access is not allowed.
How can I pay my reservation?
Payment may be paid by cash or any of the following credit cards ; Visa, Master Card, Maestro or by Bank transaction.
Is it necessary to give credit card details on making a reservation?
Yes, to make your reservation we need a credit card number and expiry date as a guarantee. At the time of booking we do not charge any amount in advance. You can pay for your entire stay upon arrival at the hotel.
When do I have to pay for my reservation?
Payment may be done directly at the Hotel on arrival at Check-in.
What is the non refundable rate?
This is a more economical rate than the normal rate. It is however necessary to pay the total amount of your reservation on making your booking. No refund can be made in the case of cancellation, modification or no show.
What’s included in All Inclusive service?
The all inclusive service includes these DRINKS and SNACKS
Is there hotel parking?
Yes, at Costa Encantada we have a closed indoor parking, and outdoor parking, where you can leave your car free of charge. It is not possible to reserve parking places, and these are limited.
Is there Internet access in the Hotel?
Yes, we have Wi-Fi connection on all the complex. You may connect devices by paying for this service at Reception. We also have computers available for our guests to use with Wi-Fi access at the Reception area, these are coin operated.
Do you have an indoor swimming pool? What are the opening hours? Can this be used in summer?
Yes, we do have an indoor swimming pool. This is open from October to May. Opening hours are 09:00 til 19:00.
What are the opening hours of the outdoor swimming pool?
The outdoor swimming pool, is open from 09:00 til 19:00. Sunloungers are available free of charge.
How can I use the sauna?
This can be reserved at Reception, there is a small additional charge for this service.
Is there an additional cost for the use of the safety deposit box?
Yes, the safety deposit boxes can be found inside the apartments and do have an additional cost. The cost depends on how many days you wish to hire the box. Please ask in Reception for prices.
Are drinks included in half or full board basis?
No, drinks are not included on half board or full board basis. These have an additional cost.
What happens if we arrive after midnight?
No problem, Reception is open 24 hours, therefore no problem on checking late.
Do you have double beds?
No, sorry we only have single beds.
Can I choose orientation, apartment view, or type of bed?
Yes, if you make your requests known to us on making your booking then we will do our best to fulfil these, however it is important that you know that it is not always possible to guarantee these. This is always subject to availability upon arrival.
Is smoking allowed in the apartments?
No, sorry Aparthotel Costa Encantada is a smoke free zone. It is only allowed to smoke in the exterior areas and on apartment terraces.
Do you have baby-sitters?
No, sorry we do not offer this service. We do however have a mini club, a space where your children can participate in monitored play activities with our animation team. The minimum age to participate without parent supervision in the mini club is 6 year old. Children under 6 must be accompanied by an adult.

Hotel Marsol

What is the time of arrival (Check-in) and departure (Check-out) room?
Check-in is from 14hs and Check-out before 12am. If your room is ready upon arrival, then there is no need to wait until 14pm and check-in may be done immediately. If you wish to leave your room after 12am, please ask Reception if there is this possibility, this depends on the departure time, and availability. There could be an additional cost for this.
Can you keep my luggage on my departure day?
Yes, please ask at Reception, we can keep your luggage free of charges, leaving you to enjoy the hotel facilities on your last day.
Do you accept animals?
No, sorry animal access is not allowed.
How can I pay for my reservation?
Payment may be paid by cash, or any of the following credit cards (Visa, Master Card, Maestro) or bank transfer.
Is it necessary to give credit card details on making a reservation?
Yes, to make your reservation we need a credit card number and expiry date. At the time of booking we will charge 30% of the total amount to guarantee your reservation, refundable if the reservation is canceled before 48 hours of arrival.
What is the not refundable rate?
This is a more economical rate. It is however necessary to pay the total amount on making your booking. No refund can be made in case of cancellation, modification or no show.
When do I pay for my reservation?
Payment may be made directly at the Hotel upon arrival at the time of Check-in.
Is there hotel parking?
Yes, the hotel has a private garage situated 450m from the hotel, this is subject to availability. It is not possible to reserve parking spaces. There is an additional cost for this. Please ask at Reception.
Is there Internet connection in the Hotel?
Yes, you may connect your devices throughout the hotel. There is a FREE service. We also have computers available in Reception which are coin operated.
What are the opening hours of the swimming pool? Where is it? Is it open in winter?
The pool is open during the summer months from 9am until 19hs and the rest of the year, from 9am until 17hs. It is located on the top floor of the hotel. The pool is heated in winter.
Is there an additional cost for the use of the safety deposit box?
Yes, the safety deposit boxes can be found inside the bedrooms and do have an additional cost. The cost depends on how many days you wish to hire the box. Please ask at Reception for prices.
How I can use the sauna?
The use of the sauna is free. It is however necessary to reserve this at Reception
Are drinks included in half or full board basis?
No, drinks are not included on half board or full board basis. These have an additional cost.
Do all rooms have sea views?
No, only the Junior Suite and double room Sea View.
What happens if I arrive after midnight?
No problem, Reception is open 24 hours, therefore no problem on checking late.
Can I have a double bed?
Yes if you make your requests known to us on making your booking then we will do our best to fulfil these. It is however important that you know that it is not always possible to guarantee these. This is subject to availability upon arrival.
Is smoking allowed in the rooms?
No, Marsol Hotel is a smoke free zone. It’s only allowed to smoke in the exterior areas and on room terraces or balconies.
Can you book programmed excursions from the hotel?
Yes we have an excursion programme available to our hotel guests offering a variety of entertainments and excursions. Please ask at Reception for details.
Do I have to take my towel to the beach?
In Reception we have beach towels available, you may make use of them leaving a small deposit.
What is Q for quality?
The “Q” for quality tourism is the trademark that represents quality in the Spanish tourism sector. It is the recognition of the level required in providing quality customer service. Establishments endorsed by the “Q for Quality” have passed strict audits to ensure that their service delivery is guarantee of quality, safety and professionalism. All this to assure our customers the best possible travel experience.

Apartamentos Condado

What is the time of arrival (Check-in) and departure (Check-out) of the apartments?
Check-in must be made from 4pm and Check-out before 10am. If the room is ready upon arrival, you will not need to wait until 4pm to check-in. If you need to leave the room after 10am, see Reception, depending on availability, we can confirm this free or at an extra charge.
Can you keep my luggage during the day if I have already left the apartment?
There is a luggage room where you can store suitcases. Also, we have coin operated lockers where you can store your hand luggage on the day of departure so you can continue to enjoy the facilities.
Are animal accepted within the Apartments?
Animal access is not allowed.
Do you need to give details of the credit card when booking?
Yes indeed, to make your reservation we need a credit card number and expiration date. At the time of booking and we will charge 15% of the total reservation as a guarantee, refundable if the reservation is canceled before 48 hours of arrival.
When will I have to make the payment of my stay in the apartments?
Payment for the stay is made directly at the reception, on arrival, at the time of check-in.
Is there parking at the apartments?
Condado Apartments offers private garage at 200m subject to availability; You can not book. Service is with an additional cost.
Is there internet connection in the apartments?
Yes, you can connect through Wi-fi throughout the Hotel, there is an additional charge. We also have computers coin-operated, with Internet access in the reception.
What are the pool hours? Where is it found?
 The pool is open from 9am until 7pm. It is located on the roof of the building.
Does the safe extra cost?
Yes, the safe is in the apartment and has an additional cost. Check rates at reception.
What if I arrive after midnight?
No problem, the reception is open 24 hours.
Can I have a double bed?
All apartments have twin beds.
Can I smoke in the rooms?
No, Condado Apartments are a smoke free facility. Smoking outdoors or on the terrace of the apartment only.
Can you organize excursions from the apartments?
We have available to clients a variety of entertainment and excursions. Ask at reception.
Do I have to take my towel to the beach?
Yes, our towels are for use in apartments and changed every 2 days.
Do they ask for a deposit at the apartments? How much? When to pay? When the return? Can pay by card?
Yes, the security deposit is 100€ cash per apartment, given at the time of arrival and is refunded upon departure after checking that the apartment is in good condition. You can not pay by card.
Do you have a washer and dryer available to customers? How are they used? How much? Where are they?
Yes, we have washer and dryer, to use them you have to buy a token at reception. The washing products are already integrated into the washer. The washing machine is situated on the 1st floor.
Where’s the TV remote?
The TV remotes are in reception and there is a deposit for use, which will be refunded upon its return.
What if I leave at night? Will I get my deposit?
If you leave at night, the night reception will look at your apartment and if it is in good condition, we will refund your deposit.

Apartments Blau

What is the time of arrival (Check-in) and departure (Check-out) of the apartments?
Check-in must be made from 4pm and Check-out before 10am. If the room is ready upon arrival, you will not need to wait till 4pm to Check-in. If you need to leave the room after 10am, see Reception, depending on availability, we can confirm this free or at an extra charge.
Can you keep my luggage during the day if I have already left 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.
Are animal accepted within the Apartments?
Animal access is not allowed.
Do you need to give details of the credit card booking?
Yes indeed, to make your reservation we need a credit card number and expiration date. At the time of booking and we will charge 30% of the total reservation as a guarantee, refundable if the reservation is canceled before 48 hours of arrival.
When will I have to make the payment of my stay in the apartments?
Payment for the stay is made directly at the reception, on arrival, at the time of Check-in.
Is there parking at the apartments?
Blau Apartments offers private garage 50m subject to availability; You can not book. Service with additional cost.
Is there internet connection in the apartments?
Yes, you can connect through Wi-fi throughout the building, this has an extra charge.
What are the pool hours? Where is it found?
The pool is open from 9am until 7pm. It is located on the roof of the building.
Does the safe have an extra cost?
Yes, the safe is in the apartment and has an additional cost. Check rates at reception.
What if I arrive after midnight?
No problem, the reception is open 24 hours.
Can I have a double bed?
All apartments have twin beds.
Can I smoke in the rooms?
Blau Apartments is a smoke free facility. Smoking outdoors or on the terrace of the apartment only.
Can you organize excursions from the apartments?
We have available to clients a variety of entertainment and excursions. Ask at reception.
Do I have to take my towel to the beach?
Yes, our towels are for use in apartments and changed every 2 days.
Do they ask deposit for the apartments? How much? When to pay? When the return? Can pay by card?
Yes, the security deposit is 100€ cash per apartment, given at the time of arrival and is refunded upon departure after checking that the apartment is in good condition. You can not pay by card.
Do you have a washer and dryer available to customers? How are they used? How much? Where are they?
We have a washing machine but no dryer, to use it you have to buy a token at reception.
Where’s the TV remote?
The TV remote is in reception and there is a deposit for use, which will be refunded upon its return.
What if I leave at night? Will I get my deposit?
If you leave at night, the night reception will look at your apartment and if it is in good condition, we will refund your deposit.
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