Frequently Asked Questions Evenia Hotels

Our customer service hours are:

Spain: Monday to Friday, from 9:00 AM to 6:00 PM (GMT+1)

Panama: Monday to Friday, from 8:00 AM to 6:00 PM (GMT-5) / Saturdays and Holidays: from 8:30 AM to 4:30 PM (GMT-5)

No, the rates on our website are the same as those we offer by phone.

If you don't remember your password, you can click on this link

Booking at Evenia Hotels is very easy, you just need to select the hotel you like the most, choose the dates and the number of guests. If there are children in the reservation, you must also indicate their age. Once you have done all this, click on "Search". Select the type of room that best suits your needs and click on "Book". Now comes the payment platform, which is 100% secure, where you will need to enter a series of details to make the reservation effective. If you have any questions during the process, remember that we can always help you manage it from our reservations department.

From our website, you can book up to 4 rooms in one reservation. If you need more rooms, you can make multiple reservations or contact our reservations department.

You can book up to a maximum of 4 rooms per reservation.

At Evenia Hotels, you can pay for your reservations online, by phone, or even at the hotel itself. Depending on the offer you choose, you can choose between payment by debit or credit card, payment in installments through Scalapay, payment by bank transfer, or direct payment upon arrival.

The price includes accommodation at the establishment for the indicated guests with VAT included. Depending on the reservation you have made, it will include a type of meal plan or another. You should note that in some destinations, such as Barcelona, there are local tourist taxes that must be paid directly at the hotel, usually in cash, the amount of which varies depending on the hotel's category and the destination.

You can cancel or modify your reservation at any time. You can cancel your reservation in your customer area, which you can access through this link. To modify your reservation, you can contact our reservations department and we will help you manage it.

Cancellation is free in most cases, although you should note that in some reservations, it may incur charges according to the cancellation policy set by the chosen rate. For this reason, when you make a reservation, we always inform you of the cancellation policy.

Once the purchase process is completed, a locator number will appear on your screen. Minutes later, you will receive an email with the reservation confirmation. You can also check the status of your reservation in the “My Reservations” section.

It is possible that the confirmation email from Evenia Hotels is in your spam folder. Check that folder in your email. If the reservation was confirmed during the payment process and you could see your reservation locator, you can access the details and confirmation through the “My Account” tab. If you prefer, you can always contact our reservations department and we will help you manage it.

Yes, you must add them. It is necessary to include all guests in each reservation and indicate the ages that the children will have on the check-in date (hotel arrival date).

In the search engine, you can indicate the number of adult guests and children. It is also essential to indicate the ages that the children will have when the reservation services begin.

If you need a crib during your stay, we recommend that you indicate it in the search engine so that it is automatically included in your reservation. If you forgot to request the crib at the time of booking, you can contact our reservations department and we will help you manage it.

If you require a special service (gluten-free food, double bed, two beds, etc.), you must request it by indicating it in the “Comments” field before finalizing the reservation. If you forgot to request the crib at the time of booking, you can contact our reservations department and we will help you manage it. All these services are subject to availability according to the conditions of each hotel.

Payment by card is 100% secure; all transactions have the best guarantees of security, confidentiality, and integrity for customers. Additionally, to increase this security, the process implements SSL (Secure Sockets Layer) technology in all communications, which prevents third parties from intercepting the information.

Yes, you can pay for your reservation in 3 convenient installments. Evenia Hotels collaborates for this payment method with the financial entity Scalapay. The granting or denial of installment payments is unrelated to Evenia Hotels as the contract is made between Scalapay and the customer. If you have any questions or more inquiries, we recommend that you contact Scalapay directly.

During the reservation process at the chosen hotel, you will find a space to add the coupon; you will recognize it because it is a “Do you have a coupon?” box. You just need to add the code there and click on “APPLY”. Before you can apply your discount coupon, you need to register as a customer or log in.

What can I do if I don't find availability when searching for an Evenia hotel? 🢃

Each hotel sets its own schedules, but generally check-in is allowed between 12 noon and 3 PM, and check-out is usually between 10 AM and 11 AM on the day of departure. In some hotels in our chain, late check-out is allowed. If you want to extend your stay, you will need to pay an additional fee. Please contact the hotel's front desk directly if you wish to extend your check-out time. (This service is subject to availability and may incur a fee)

When you make a reservation, we will send you a confirmation with all the detailed services. It is essential to present your documentation as well as that of the other guests.

If you want to stay informed about special offers and discounts, you can do so as follows. On any of the Evenia Hotels pages, you will see a differently colored box inviting you to subscribe; you just need to leave your email there and click the "Subscribe" button. You will periodically receive our offers, and if at any time you want to unsubscribe, you can do so very easily through the same email you receive.

No, at the moment our hotels do not have services for your pets to enjoy a pleasant holiday with you. We apologize for the inconvenience.

The All Inclusive Gold is a special plan that includes, among other things, premium brand drinks, free Wi-Fi, a safe, or access to the Fitness center. This plan is available at the Evenia Olympic Resort, Evenia Zoraida Resort, and Evenia Monte Alba depending on the selected dates. You can get more information on this page

The 24h All Inclusive is an exclusive plan that guarantees uninterrupted access to all facilities and amenities as well as unlimited food and beverages. This plan is available at the Gran Evenia Bijao. You can get more information on this page

Please check with your chosen hotel for the dress code for each dining area.

Yes, you can extend your reservation by contacting our Reservations department or at the hotel front desk.

Your reservation confirmation will include the hotel's phone number and address.

Yes, our restaurants offer food for people with allergies. We ask that upon arrival at the hotel you inform the receptionist that you have a gluten intolerance. Additionally, please inform the maître when you visit our restaurants so they can show you where the gluten-free foods are located.