FAQs
- What are the general conditions for reservations?
The General Hotel Conditions appear written on our website in the reservation process.
- How can I pay for a reservation?
At the end of the reservation we will show you the different payment methods for the reservation. You can pay by credit card, debit card or payment link sent from [email protected].
Sometimes you can benefit from special promotions that can modify the amounts and payment dates, which will always be indicated on the website.
If the hotel reservation requires payment directly at the hotel, which will be clearly indicated as such on the reservation, credit card information will be requested only as a guarantee.
At the hotel you can pay with the same card, a different one or in cash…
Of course, if it is a non-refundable rate, the hotel will directly charge you the amount of your reservation.
- How do I know if my hotel reservation has been confirmed successfully?
Once the purchase process has been completed successfully, you will receive an email with confirmation of your reservation.
You should check your email 24/48 hours after the purchase to verify that you have received the confirmation email.
- What do I do if I do not receive the hotel reservation confirmation email?
The email may have been in your spam folder. In any case, if your reservation has been confirmed on screen and we have given you a locator, you can contact us at [email protected] to confirm your reservation details.
- What is the usual check-in and check-out time?
As a general rule, the rooms may be used from 2:00 p.m. on the day of arrival and must be vacated before 12:00 p.m. on the day of departure.
You must read and accept them to complete the purchase. If you have any questions, please contact us before confirming your reservation.
- Do I have to notify the hotel if I expect to arrive later than 6:00 p.m.?
You must notify Tel. +376 83 07 14 directly of your expected arrival time, otherwise the room may be made available to other guests.
- Can I cancel or modify a reservation? What expenses can a reservation cancellation or modification generate?
Yes you can. But keep in mind that this cancellation may involve cancellation fees. When making the reservation, you are informed of the cancellation policy, or it appears in the general conditions.
- Do I have to add children or babies to the reservation?
Yes, it is necessary to include all guests. Guests are understood to be any natural person who comes to the hotel, regardless of whether they are a baby, child or adult (you must notify in advance if you need a crib or bed for a child).
- Can I extend my stay at the hotel once I have stayed?
Yes, it is possible, but always keeping in mind that:
If you extend your stay once you have already stayed, contact us and we will inform you about the hotel's availability and rate. You must pay for the extension of your stay by credit card.
- Where can I find the hotel's phone number and/or email address?
Urb. la Ribagrossa 13, AD100 Canillo, Andorra.
+376 830 714
WhatsApp : +376 661180
Insta : @hotelrocmeler
Facebook: Hotel Roc Meler
YouTube:@hotelrocmeler
- How do I request a crib or a room with special features?
If you require a special service (crib, gluten-free food, double bed, etc.), you must request it by e-mail ([email protected]) or through +376 83 07 14.
All these services may carry an additional charge and are subject to availability.
- Can I stay in a hotel with my pet?
Before making the reservation you must inform yourself as pets are not allowed.
- What documentation should I present when entering the hotel?
When you have made the reservation, we send you a confirmation, with all the detailed services.
It is not necessary to present invoices or any other document, since what the hotel requires is the reservation, along with the ID or passports of the reservation holders.
- How can I find out what facilities the hotel has?
Hotel Roc Meler has a reception, 3 living rooms and a fireplace. The hotel structure is created downwards, and the reception is the 0th floor.
On the -4th floor is our Irish bar with 2 terraces overlooking the Roc del Quer; On the -5th floor is our restaurant that has 2 buffet bars, a wine cellar and access to the bar. On the -6th floor is our SPA that has a swimming pool, hammam, jacuzzi, sauna, hydromassage jets, 2 junipers for massages and a basic gym.
We have 2 covered parking spaces, one right in front of the facilities and another 50 meters from the facilities. We also have 12 free spaces and 1 disabled space at the front of the facilities. Inside the parking lot there are ski lockers, bike lockers, a ski rental shop and a bike workshop.
- Can I make reservations for the same day?
Yes, you will only have to search on the website to check availability, make the payment and we will send you confirmation of your reservation.
- What should I do if I want to hire the hotel's parking service?
Once you have made the reservation, you must contact the hotel directly, with the information that will appear on the confirmation, and pay the corresponding amount, previously added to the description of the initial reservation or you can also add the parking service from the website in the services section.
