Frequently asked questions

If you have booked on our website and would like to make a change, please contact our Customer Care team at customercare@zafirohotels.com. Please include your booking reference number, the hotel name and the change you want to make in your message. Our booking agents will process your request and then contact you.

Yes. The Flight+Hotel section on our website provides access to the services of a partner company which allow you to book your hotel and flight in one single transaction. Enter the departure and arrival airports and the dates for your trip. The system will check flight availability with numerous airlines and room availability in our hotels and resorts, and will offer you all the options so you can choose the one that suits you best. The services also allow you to book airport transfers, car rentals and activities during your visit (excursions, theme park tickets, etc.)

Booking direct on our website guarantees you get the best price for your room anywhere online. You will also receive a welcome gift and get other special services. See all the benefits of booking on our website here.

Zafiro Rewards is the Zafiro Hotels loyalty programme, providing exclusive prices and offers for members, among many other benefits. You only have to register for the programme to get a discount of up to 15% on your booking. Enjoy discounted prices, exclusive special offers and all the benefits of booking online. Sign up as a member when you make your next booking by choosing the Zafiro Rewards rate.

If you booked on our website and have not received a booking confirmation email, please contact our Customer Care team at customercare@zafirohotels.com. Please remember to include the hotel name and the name of the person for whom the booking was made. Our booking agents will process your request and then contact you.

If you have a promocode, introduce it in the “promotional code” box to start your booking. If your code meets all the conditions, the discount will be automatically applied. Remember only one promotional code can be used for each booking and that they cannot be combined with other offers.

All of our prices are dynamic, meaning they are updated every day based on the number of rooms available. That’s why we always advise you to book as soon as you can if you’ve seen something that interests you.

You can register as a travel agent on our website using this link. After you register, you can make bookings for your customers and also book your own holidays at special prices for travel agents.

This is our promise to always offer you the best price available online. If you’ve made a booking on our website and see a cheaper rate within 24 hours on another website, we’ll match that cheaper price. To apply the price match, the conditions on the other website must be exactly the same as your booking: arrival and departure dates, number of rooms, number of guests, room type, meal plan and rate type (taxes included). If that’s the case, please send an email to customercare@zafirohotels.com with a link or proof of the price difference with the same conditions offered by Zafiro Hotels. Our agents will check your claim and change your booking to the cheaper price if everything is in order.

Yes, you can book treatments using the Zafiro app, which you can download here. Once you have installed it on your phone, you just have to choose your hotel, look for the Spa & Wellness section, view the treatment brochure and prices, and then make your reservation.

The Offers section of our website always has special deals so you can book a stay at the best possible price. We recommend you subscribe to our newsletter to get all our Zafiro Hotels offers sent direct to your email. We also invite you to follow us on Facebook, Instagram and YouTube.

This is a tax that affects all accommodation for tourists in the Balearic Islands and all guests over 16 years of age. The amount depends on the time of year and category of hotel, but is usually between 3 and 4 euros per person per day. The tax must be paid by every guest in the hotel. This link has more information.

Yes, children aged 12 and over are charged the adult price and are considered as adults in everything related to the booking and the room. No payment needs to be made for children under 2 years of age.

If you haven’t paid for your stay in advance, you will pay on arrival at the hotel during check-in. You can pay in cash or by credit or debit card. The card does not have to be the same one used to make the booking.

All hotel payments are centralised in reception. If you wish to use other services during your stay, just ask for the cost to be charged to your room when you request the service. You can pay on your departure or at any other time that is convenient for you during your stay.

Please note that cash payments are only accepted within the following limits:

- Customers resident in Spain: maximum of €1,000.

- Business accounts with registered offices in Spain: maximum of €1,000.

- Customers resident outside of Spain: maximum of €10,000.

Payment will be made on arrival at the hotel, except if you have booked a Non-Refundable Rate or any other type of rate that requires payment in advance. You can pay in cash or with any of the following credit or debit cards: Visa, Mastercard, American Express or Diners.

Yes, children aged 12 and over are charged the adult price and are considered as adults in everything related to the booking and the room. No payment needs to be made for children under 2 years of age.

Yes, boys and girls of all ages are welcome in our kids clubs. Children under 4 years of age can use the Mini Club but must always be accompanied by an adult. Other children can use the Mini Club (ages 4 to 7), Maxi Club (8 to 11) and Teeny Club (12 to 15) depending on their age. Children over 4 years of age may be supervised by our monitors provided written permission has been given in advance. The supervision schedule will be defined by the monitors, but is generally not available after 1pm.

All of our hotels have a swimming pool with a pirate ship, except for Zafiro Palace Andratx, Zafiro Rey Don Jaime, Can Ribera by Zafiro, Zafiro Alzinar Mar and Son Sabater by Zafiro. See the Services section of each hotel on our website for more information about the different pools each hotel has.

Yes, all our hotels have free cots and high chairs for bookings made direct on our website and at Zafiro Palace Collection hotels. For booking not made on our website, these amenities cost €4 per day. If you prefer, you can book a Baby Pack with a cot, high chair and pushchair for €8 per day.

The entertainment team organises various activities every day, usually between 10am and 6pm for children and guests aged over 16. Activities vary depending on the age group but range from creative workshops for kids to aquagym classes in the pool. The activities normally last about 45 - 50 minutes. There is also entertainment in the evening, including theme parties, games, film screenings and dances.

Yes, the activities and the use of the facilities are completely free. Only certain activities operated by third parties are not free, such as excursions. Others that include extra materials, such as t-shirt painting, may require the payment of a supplement of around €6 to €10. You will always be told in advance by the entertainment team if there is a supplement.

Yzzy fluffy toys and the music CD featuring our mascot are available in the reception area of each hotel and cost €10 and €12 respectively.

No, hotels do not offer babysitting or childcare services. However, the hotel can provide you with contacts with companies that offer this service in the area and can help you make a booking.

If the hotel has two indoor pools, they can use the one that is not in the spa. If the hotel only has one indoor pool, children are allowed to use it. In both cases, they must always be accompanied by an adult.

Our hotel receptions are open 24 hours a day and there is always a member of our team ready to help you. Only the Can Ribera by Zafiro has a more limited service, with reception open from 8am to midnight.

To check in to the hotel you have to present a valid national ID document or your passport for all of the people who are going to be staying in the hotel. You also have to provide a credit card number as a guarantee, both for bookings that are paid for on arrival and so that you can charge any extra services to your room during your stay.

Yes. Premium Wi-Fi is available throughout the hotel completely free of charge during your stay.

The gyms in our hotels are open from 8am to 8pm. Remember that the gym is only for guests aged 16 and over.

Yes, all our hotels have an external laundry service. The prices for the service are in your room or available in reception. The hotel also has ironing boards and irons on request.

Yes. You can leave your luggage in the luggage storage area and then enjoy all our facilities. Before you leave, we also offer a courtesy room where you can have a shower and get changed before you leave the hotel, although this is subject to room availability and must be requested in advance in reception. You can also request a late check-out, again subject to availability and with an extra charge.

If you lose or forget belongings in the hotel, please immediately contact the hotel reception team using the Contact form on the website. If the item is found, our team will contact you directly.

Yes, all our hotels have pool towels at no extra cost. Some hotels may require payment of deposit which will be returned at check-out.

No, animals are not allowed in any of our hotels.

No, the hotel facilities and services are only for our guests.

If you want to arrange this before your arrival, please fill out the form on our website Contact page, indicating the name of the hotel. Our team will get in touch with you. If you prefer to arrange it during your stay, please speak directly to the reception team. We will be delighted to help you.

Yes, access to the spa and its facilities (sauna, Jacuzzi, Turkish bath) is completely free for all our guests. Massages and beauty treatments are not included in the price. Their cost can be seen in the treatment menu.

Yes. The Zafiro Palace Alcudia, Zafiro Palace Palmanova, Zafiro Palace Andratx, Zafiro Cala Mesquida, Zafiro Palmanova, Son Sabater by Zafiro and Zafiro Mallorca hotels all have free parking areas for guests. Other hotels have free parking on the street or near the hotel. No reservation is required.

Zafiro Tropic and Zafiro Palace Alcudia are the official hotels for the IRONMAN 70.3 Alcudia-Mallorca and are perfectly equipped for cyclists and triathletes, with facilities such as a bike-wash area, workshop, shop, semi-Olympic pool, etc. See the Cycling and Triathlon sections on our website for more information about these services.

Yes. You can see more information in the Golf section on our website, and also make bookings for your golfing holiday.

If you will be taking a business or incentive trip, or want to host an event, fill out the form in the MICE section of our website. Our specialist team will contact you as soon as possible to help you.

You have several ways to get to your hotel from the airport. You can book with a specialist transfer company, rent a car or take a taxi from the departures area. Depending on the hotel you are staying at, the taxi fare can range from 40 to 90 euros.

Please note that the room price does not include transfers. Transfers have to be booked with external companies, and their conditions accepted. If you have any questions, please contact the transfer company directly.

Spanish regulations (Anti-Tobacco Law 28/2005) prohibits smoking in all closed hotel areas including public areas, dining areas, indoor bars, lounges, guest rooms and corridors. Smoking is only allowed in open areas such as the outdoor terraces or balconies. We request maximum respect for other guests and other non-smokers who may be near you, and particularly that you avoid smoking near areas with children.

Yes, some of our hotels have double rooms with two bedrooms and a sofa that can be converted into a bed for two people. This type of room can sleep up to 6 people. The hotels with this type of room are Zafiro Mallorca, Zafiro Palmanova, Zafiro Bahia, Zafiro Palace Alcudia, Zafiro Cala Mesquida and Zafiro Tropic.

Only the Zafiro Palace Collection and Zafiro Boutique Collection hotels have coffee makers. Please note that coffee capsules are not included in the room rate. The capsules have an extra cost which is listed in the room minibar menu, except in the Zafiro Palace Andratx and Zafiro Palace Palmanova, where they are free.

Yes, our hotels have rooms adapted for people with reduced mobility. If you want to book this type of room, please send an email with your request to customercare@zafirohotels.com and our agents will let you know the different rooms available to you.

Yes, all our hotels are prepared for guests who are vegans or who have allergies or food intolerances. We recommend you let the hotel know before your arrival using the Contact form on our website, selecting the hotel name and indicating all your needs so that the hotel team can take them into account.

Half Board includes breakfast and dinner, but does not include drinks. Half Board Plus does include drinks at dinner, such as soft drinks, water, wine or beer. Please note that some drinks may have a supplement. This will be indicated on the restaurant menu. If you have any doubts about whether a particular drink is included or not, please check with our staff before you make your order.

The Premium Half-Board service is only available at the Zafiro Palace Alcudia and Zafiro Palace Palmanova hotels. For each week of your stay, it includes 4 dinners (but not drinks) in the à la carte restaurants in each hotel.

The All Inclusive service includes breakfast, lunch and dinner during your stay. It also includes snacks, ice cream, fruit, cocktails and any drinks you want throughout the stay. Zafiro Palace Collection hotels also have themed à la carte restaurants.

Please note that some dishes and drinks may have a special supplement. This will always be indicated on the menu. If you have any doubts, please ask our staff before making your order.

The All Inclusive service does NOT include products from the minibar or the coffee capsules in your room. The All Inclusive section for each hotel on our website has more information about this service.

You only need to book in advance for the dinner service in the à la carte restaurants in our Zafiro Palace Collection hotels. You can book direct on your phone using the Zafiro Hotels app after checking in at the hotel. You can also book direct in reception or with the Public Relations team. Buffet restaurants do not require a reservation.

The reception team can tell you more about the opening hours for the different restaurants available in the hotel. As a rule, breakfast is served from 7:30am to 10:30am, lunch from 12:30pm to 2:30pm, and dinner from 6:30pm to 9pm. Please note that these times are general standards but may vary depending on the hotel.

Yes. If you have booked just a room without any meals included, and you want to have breakfast, lunch or dinner during your stay, please contact the reception team. They will tell you more about the different options and the prices.

Smart-casual dress is required in 4-star hotels. Swimwear is prohibited. Elegant dress is required in Zafiro Palace Collection hotels, and gentlemen must always wear long trousers at dinner. At lunchtime more informal dress is allowed, although we do request that guests always dress appropriately.

Our hotels are closed in winter (generally November to February). The closing and opening dates vary each year depending on the holiday season and may change from year to year.

October to April are considered the low season for tourism in the Balearic Islands. Some businesses, restaurants, hotels and tourist attractions may reduce their activity due to the reduced number of visitors. Some of the services in our hotels may vary at this time depending on occupancy, such as the entertainment programme or the opening hours of some of our bars and restaurants.

No, the outdoor pools stay open in low season and guests can continue to enjoy them if they wish. Bear in mind that the temperature of the outdoor pools at this time of the year is much lower than in summer. At the discretion of the hotel management, the Oasis outdoor pools in some of our hotels may sometimes be heated. Please note that you can also use the hotel indoor pools.

Check-in is from 3pm and check-out up to 12 midday. You can request a late check-out, but this is subject to room availability and has an extra cost.