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Frequently Asked Questions

ACCOMODATION

Do the apartments have cots available?
Yes travel cots are available free of charge
Do the hotel rooms operate air conditioning all year round?
Each apartment has an individually controlled unit you can decide between heating or air con
Do the Apartments have heating ?
Each apartment has an individually controlled unit you can decide between heating or air con
Do you have any disabled adapted rooms?
The apartments are not specifically adapted for disabled
Do the apartments have a fridge?
Yes, every apartment has a full size fridge
Where can I store my medication?
Medication can be stored in the fridge of your own apartment
Do the apartments have safety deposit boxes available?
Yes, we offer safety deposit boxes for 10€ deposit and 2€ per day charge these can be purchased through reception
Do you have interconnecting apartments?
The apartments are not having interconnecting rooms however you can book a large 2 bedroom which sleep up to 6 if you require everyone to be together
Does the hotel offer irons?
Yes irons can be purchased from reception for a 20€ refundable deposit (we do not offer ironing boards)
Do the rooms have hairdryers?
For the apartments you can purchase a hairdryer from reception for a 20€ refundable deposit
Do all apartments have balconies?
Yes, all the apartments have large balconies
Do the apartments have cooking utensils?
The apartments are not equipped with cooking utensils due to you beren all inclusive however these can be requested at reception if required
Do the apartments have Microwaves?
The apartments are not equipped with microwaves
How often is maid service and beds changed?
Maid service is daily with fresh towels, the bed linen is changed every 4 days
Can I plug my firestick in to the TV?
Yes you can connect your firestick to the TV however the Wi-Fi may not be strong enough to stream movies / programs

FOOD AND DRINK

Does the hotel cater for vegetarians?
The hotel offers a buffet style restaurant with a wide variety of food from fresh vegetables rice dishes salads, pasta and more. If you do find anything to your liking request can be made within the restaurant
Can the hotel cater for Celiac or any other dietary requirements?
You can ask for assistant from staff members with regards to ingredients in our foods, if you wish to bring certain products with you, these can be stored and prepared especially. There is a form to be completed with reception advising us of your needs
Can we take food to dine in our apartment?
We request that all food to be consumed in main restaurant or snack bar for the snacks
What type of food do you serve in the restaurant?
We have a wide selection of foods, offering theme nights like Spanish, Italian, Chinese, etc. along with a full roast and Yorkshire puddings on a Sunday
Do you do picnics for days out?
The hotel does not offer picnics however we do say you are welcome to make yourself a sandwich at breakfast and take it away with a bit of fruit
What drinks are included in the all inclusive?
Local spirits , wine and beer (Estrella) are included along with soft drinks tea and coffee , cocktails are also included when made with local spirits
Do you offer an upgrade to premimum all inclusive?
We do not offer an upgrade however we do have named brand / exported drinks available at the bar for a supplement between 2-3.50€ per drink
Is Bottled water included in the all inclusive?
Bottled was is not available on the all inclusive but for a supplement of 1.50€ for a large 1.5L bottle. We offer filtered tap water on the all inclusive
Are slushes included?
No slushes are not included in the all inclusive these are a 1€ supplement
What diet drinks do you offer as I am a diabetic?
Diet Pepsi
Do you offer sin gluten beer?
Not as part of the inclusive but we do have available for a small supplement

ENTERTAINMENT

How old do children have to be to join the children's activities?
We operate a children's activity program from 4-12 years old, if you have a younger child, they can participate along as a parent / adults is with them
Do you offer anything for teenagers?
We have an adults activity program where teenagers can join in
Does the hotel operate a children's club all season?
Yes, the hotel will operate the children's activity from the moment we open till the moment we close. This is not a sign in sign out club children can come and go as the please
Do you operate a full entertainment program throughout the season?
Yes, the hotel will continue with a full entertainment program from the moment we open till the moment we close
Do you offer babysitting service?
I am afraid this a service we do not currently offer or provide
Can I leave the hotel whilst my child is in kids club?
All parents must remain on site whilst children are taking part in an activity

GENERAL

What star rating is the festival Village?
We are officially a 3* star aparthotel
Is the complex disabled friendly?
All communal areas have access for wheelchairs, with disabled toilets also in the communal areas however we are located in a hilly area
What time is check in?
Check in time at the hotel is between 12.00-12.30. if you arrive prior to this time your all inclusive will have access to all facilities and your all inclusive from the moment your arrive
Can you book late check out?
To guarantee a late check out 50% of a days cost would be charged depending on availablity If you do not want to guarantee and wait till the day of your departure then the charge is 20€ till 17.00h
What time is check out?
Check out time is 10am, luggage room available to store your luggage
Does the hotel offer wifi?
Yes, we have free wifi in apartments and communal areas
Does the hotel offer sky sports / English tv?
The hotel offers local channels which can be reverted to the English language
Can you guarantee my requests?
The hotel will endeavor to give as many customers their requests, however this cannot be guaranteed, as it is not always possible
What is the hotel policy on stag and hen parties?
The hotels does not recommend the festival village for stag or hen parties. This is very family orientated hotel
Can I sterilize / heat my babies bottles?
The use of the microwave is available in the main restaurant or bar if required
How often does the free shuttle bus operate?
The free shuttle bus taking you to the center of town operates from 10.00-11.30 and again 16.00-17.30 continuously every day except Sunday This needs to be pre booked in reception
Can I exchange Money?
Yes, we offer an exchange service from reception the rate can vary
Where is the nearest cash point?
Within a 10 min walk from the hotel you have a cash machine
Where can you smoke?
Smoking is prohibited in the internal areas, it is permitted on the outside terraces
Can you use a Vape Machine inside?
Vaping is prohibited in the internal areas, it is permitted on the outside terraces
Can I buy excursions from the hotel?
Yes, our reception department can advise and sell you excursion
Do you offer a laundry service?
Yes, we do from 17:00h daily this is 5.50€ for a wash a 3€ per dry
What do you class as a child age?
Child age are calculated from 2-12 years 13-17 will be calculated as adult price but still allocated a child all-inclusive wrist band

DIRECT BOOKINGS

When does my final balance have to be paid?
The final balance of your holiday will be requested on check in, you will be unable to check in to the hotel with anything pending
When do I find out about my airport transfers?
The hotel will contact you prior to your arrival requesting your flight information, you will then receive your transfer voucher approx 1 week prior to travel with full instruction. Alternatively, you can forward your flight details to recepcion@festivalsalou.com now
Do I receive a free bottle of champagne?
Yes, all direct bookings receive a complimentary bottle of champagne which can be collected from the main bar by presenting the voucher you receive in your welcome pack
What is your cancellation Policy?
Cancellation policy depending on which rate / option you booked
SAVER RATE is Nonrefundable rate, not allow for changes or cancellations at any time
Unexpected departures from the hotel will be treated as a cancellation and 100% of the booking value of the unused nights will be charged
VALUE RATE is Nonrefundable rate, modifications only accepted
Unexpected departures from the hotel will be treated as a cancellation and 100% of the booking value of the unused nights will be charged
FLEXIBLE RATE
Cancellation policy
Cancellations received 16 days prior to arrival will have no fees applied
Cancellations received 15 to 8 days prior to arrival will be charged the first night
Cancellations received 7 to 2 days prior to arrival will be charged at 50% of the total booking value
Cancellations received within 1 day of arrival will be liable for 100% of the total booking value
Unexpected departures from the hotel will be treated as a cancellation and 100% of the booking value of the unused nights will be charged
I have a query with regards to my booking who do I contact
Please forward all queries to reservations@festivalslaou.com or info@festivalslaou.com

POOL AREA

Do you have lifeguards on duty?
Yes, we do have a lifeguard around the pool from 10:00-18:00h
Do you allow inflatables in the pool?
The hotel can get very busy therefore safety we do not allow in flatable in the pool, only small rings / swimming aids
Do you offer pool/ beach towels?
The hotel does not provide beach or pool
Does the hotel have a heated pool?
The hotel does not have a heated pool
Can food be consumed in the pool area?
Yes food can be consumed around the pool we just ask you place empty plates in the ins provided

LOCATION

Where is the hotel located?
The hotel is located in Cap Salou which is between the resort of Salou and la pineda but with in easy reach of all amenities, just a 15 min walk to la pineda or a short bus journey to Salou
How far is the hotel from the beach?
The hotel is near to a couple of coved beaches within a 15 walk from the hotel or you have long beach in la Pineda which is approx. 20 mins walk from the hotel
How far is Port Aventura from the Hotel? Port Aventura would take 10 mins from the hotel in a taxi direct is approx. 12€ or you can jump on the public bus directly outside the hotel
How long would it take to get from Reus Airport?
The journey time from Reus airport in taxi would be 10 - 15 minutes, by transfer coach depending on how many drops offs it has would be 20-30 minutes How long would be the journey time from Barcelona airport?
The journey time from Barcelona by taxi would be approx. 1.15 mins if you were to come on the train or bus it would take approx. 1.30 – 2.00 hours
When do the water parks open?
Usually the water parks open Mid May and can close as early as 1st week in October
Do you sell tickets to football matches at nou camp?
You can purchase excursion tickets to go see the Nou Camp Stadium however we do not always have match tickets
Where is the nearest supermarket?
Within 5 mins walk from the hotel you will find a supermarket
How often are the public buses to Salou?
The buses operate every 20 mins from directly outside the hotel

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Do you need help with your booking?
Call us : +34 977 279 289