Frequently Asked Questions Evenia Hotels

Our central customer service and reservations team is available during the following hours: Spain / Europe: Monday to Friday, from 9:00 AM to 6:00 PM (GMT+1). Panama / Americas: Monday to Friday, from 8:00 AM to 6:00 PM (GMT-5); Saturdays, Sundays, and Holidays, from 8:30 AM to 4:30 PM (GMT-5).

No. The room rates, discounts, and promotional conditions published on the official Evenia Hotels website are identical to those provided over the phone by our call center agents.

If you have forgotten your password for the Customer Area or MY Evenia loyalty portal, you can easily reset it by clicking the Forgot Password link on the account login page.

Booking a stay with Evenia Hotels is fast and simple. Select your preferred hotel, travel dates, and the number of guests (including children's ages). Click Search, choose the room type that best suits your needs, and click Book. Complete your details on our 100% secure payment gateway. Our customer service team is also available to assist you throughout the process.

You can book up to 4 rooms in a single transaction directly through the official Evenia Hotels website. For group bookings requiring more than 4 rooms, you can complete multiple transactions or contact our reservations department directly.

Evenia Hotels offers flexible payment options online, by phone, or directly at the hotel reception, depending on the chosen rate. Accepted methods include credit and debit cards, interest-free installment payments via Scalapay, bank transfers, or direct payment upon arrival.

The total price includes accommodation for the specified number of guests and dates, as well as applicable taxes (VAT). Depending on the selected rate, it includes the chosen meal plan (Room Only, Bed & Breakfast, Half Board, Full Board, or All-Inclusive). Please note that local tourist taxes in destinations such as Barcelona are payable directly at the hotel.

Yes, bookings can easily be managed, modified, or canceled via the Customer Area (My Bookings) on our website or by contacting the reservations team. Free cancellation applies to most flexible rates; however, non-refundable rates or special promotions may incur charges as specified during checkout.

Once payment is completed, a confirmation booking reference will appear on screen and a confirmation email will be sent automatically. You can also view your booking details at any time by logging into My Account or My Bookings. If you do not receive the email, please check your SPAM folder or contact our reservations team.

Yes, all guests must be included when searching for availability. Please specify the exact number of adults, children, and infants, along with their ages at the time of check-in, to ensure correct pricing and room capacity compliance.

Cots and special requests (such as double beds, connecting rooms, or gluten-free meals) can be added in the Comments section before finalizing your booking or selected directly in the search bar. Requests can also be submitted post-booking by contacting customer service (subject to hotel availability).

Online card payments on the Evenia Hotels website are 100% secure. Transactions are protected by advanced SSL (Secure Sockets Layer) encryption technology, ensuring total data privacy, confidentiality, and financial security.

Evenia Hotels allows you to split the cost of your reservation into 3 monthly installments through Scalapay. Instant credit approval is handled directly between Scalapay and the customer during the checkout process.

To use a promotional coupon, log in or sign up for the MY Evenia member portal. Enter your promo code into the Do you have a coupon? field during checkout and click Apply to deduct the discount from your total price.

If no availability appears, the hotel may be fully booked, the guest count may exceed maximum room capacity, or a minimum night stay requirement may apply. The search engine will suggest alternative dates or properties, or you can contact our customer support for assistance.

MY Evenia is the free loyalty program from Evenia Hotels. Members earn points on stays and services, which can be redeemed for exclusive discounts, special rates, and member benefits on future bookings across the hotel chain.

Standard check-in time generally ranges between 1:00 PM and 3:00 PM, while check-out is required between 10:00 AM and 11:00 AM on the day of departure. If you wish to extend your stay with a late check-out, please check availability and applicable fees directly with hotel reception.

All guests, including adults, children, and infants, must present valid government-issued photo identification (Passport, National ID card) upon arrival, alongside your booking confirmation voucher.

You can subscribe to the official Evenia Hotels newsletter by entering your email address in the subscription box found across our website. Subscribers receive periodic updates on special offers, seasonal promotions, and exclusive member discounts.

Currently, Evenia Hotels properties do not allow pets, with the exception of officially certified service and guide dogs in accordance with legal regulations.

The All-Inclusive Gold package is an upgraded stay option available at select beach and mountain resorts, including Evenia Olympic Resort (Costa Brava), Evenia Zoraida Resort (Almería), and Evenia Monte Alba (Aragonese Pyrenees). It features premium top-shelf drink brands, complimentary Wi-Fi, in-room safe usage, and access to fitness centers or sports facilities depending on the season.

The 24-Hour All-Inclusive plan is an exclusive service provided at the Gran Evenia Bijao beach resort (Santa Clara, Panama). It grants non-stop, 24/7 access to food, beverages, snacks, water park facilities, and daily entertainment programs.

Yes, a casual dress code applies at all hotel restaurants for hygiene and comfort reasons. Swimwear, wet clothing, bare feet, or sleeveless shirts for gentlemen are not permitted in dining areas during lunch and dinner services.

Yes, you can request to extend your stay by contacting front desk reception directly or reaching out to our central reservations team. Extensions are subject to room availability and current rates.

The hotel address, phone number, and location details are included in your official booking confirmation email and are also listed on the respective hotel's page on the Evenia Hotels website.

Yes, our buffet and à la carte restaurants provide gluten-free options and menu choices for guests with food allergies or dietary restrictions. Please inform us during the booking process and notify the reception and restaurant maître d' upon arrival for tailored assistance.