Frequently asked questions
What advantages do I have to book direct at Dear Hotel’s website?
Lowest price warranty: If you find lower prices online, please inform us by email, and we will give you a 5% saving on the lowest price when you book direct.
Reservation flexibility: If you book direct, you can cancell or modify the dates. Check conditions.
1 bottle of red Rioja wine per room upon arrival included in the reservation
Special discount on Breakfast: at our website when you book direct.
What is 3D Secure Payment?
3D Secure is the new form of payment developed by Visa and Mastercard that makes it possible to make secure purchases on the Internet and authenticates the buyer as a legitimate holder of the card they are using. From now on you can only buy by entering a secret key that you will receive on your mobile phone, which will authorize the purchase you are making at that precise moment. If you do not enter that password, you will not be able to finish the purchase with the card. This makes network fraud impossible and guarantees total security in transactions through virtual Point Of Sale. It will no longer be necessary to fax a copy of your passport and of the receipt to identify the cardholder. Your order will be processed more easily, quickly and safely.
In case that your credit card does not have the 3D Secure payment protocol, send an email to firstname.lastname@example.org with the details of your search and we will make the reservation for you.
Can I cancel my reservation at Dear Hotel?
If you booked at our website you can cancel your reservation by sending an Email to email@example.com. If you booked at a Travel Agency (Booking, Expedia, etc) you will have to cancel at their website or customer service.
If you have chosen Non Refundable conditions, you will not be refunded under any circumstances. Only in case that you have booked your stay at Dear Hotel website, you can modify your dates until 7 days prior to your arrival. Check conditions. We do not offer this possibility to customers that book their stay through any Travel Agency if they are non refundable.
If your reservation is Refundable, you can cancel or modify your reservation at least 3 days before your arrival. Dear Hotel might require payment of the 1st night of your stay through a 3D secure payment service sent by Email to confirm your reservation.
In case you want to modify the room you booked, add more services, etc, please contact Reception at firstname.lastname@example.org and we will try our best to help you.
Dear Hotel will do the utmost to fulfill customer requests but unfortunately can NOT guarantee to meet all wishes like: twin or double bed, high floor, a specific room number, quiet room, terrace, bed size, shower or bathtub, extra bed or sofa bed.
Room maximum capacity
All room types have a maximum occupation which cannot be exceeded in any case. Those guests that breach the maximum occupation of the room may be asked to exit the hotel and their reservation will be cancelled.
Deluxe 2 persons: 1 double bed or 2 single beds upon availability + 1 baby under 2 years at a crib.
Triple Deluxe: 3 twin beds. It is not possible to add a crib.
Triple Premium and Suite: 1 king bed + 1 sofa bed + 1 baby under 2 years in a crib.
Family 4 persons: 1 double bed + 2 single + 1 baby under 2 years at a crib.
Dear Hotel cannot add extra beds. Guests that arrive with more persons that those confirmed in their reservation, will need to book an extra room, if available.
Babies and kids policy
Babies younger than 3 years can stay in a crib for 20€ per night dependieng on availability. Please request it in advance. Triple Deluxe rooms cannot accomodate a baby crib. All children over 3 years old require to have an own bed reserved to stay at the hotel.
Terrace in my room
You can book a terrace in your room at our website. If you want to upgrade your reservation with a terrace please contact email@example.com.
High floor rooms
Suite, Premium and Deluxe High Floor rooms are all located at top floors 9th to 12th with the best views!! If you want to upgrade your Deluxe room or Triple Deluxe to a High Floor room for 40€ extra per night, please send a request to firstname.lastname@example.org.
Accessibility for reduced mobility
We have room adapted for reduced mobility, please request one of these room when you do your reservation.
How do I arrive to the hotel?
If you travel by plane, you can either take a Taxi (fix price from airport of 30€), an Uber or Cabify, or by Metro to Plaza de España station in 45 min for 4,5€.
If you travel by car, we advise you to drive into Plaza de España Parking lot with a reduced rate of 33€ per each 24h for Dear Hotel guests. Please drive via Cuesta de San Vicente or Princesa streets. You should avoid Gran Via which is located inside Madrid 360 restricted traffic area.
Dear Hotel will take no responsability if you incure in traffic sanctions
Check in & Check out
You can check in from 3pm. If you come earlier, our staff will keep your luggage for you until your room is ready. If you require to check in before 3pm you will need to book an extra night on the day before. All guests are required to show a valid passport or national Id for check in. Hotel requires a waranty credit card to guarantee unpaid charges or damages during their stay. In case you cannot arrive the day of your reservation, please inform us, to prevent your reservation to be cancelled.
Check out time is before 12pm.
You can request a Late Check Out until 2pm for 30€ or 6pm for 50€ at reception if this is available. Customers that check out from Dear Hotel, cancel their reservation for the following nights of their reservation. In case a customer would like to keep their reservation for the following nights after checking out, Reception should be informed to keep the reservation.
Payment of complete stay at check in, guaranty credit card and official ID required for all guests, are compulsory. Payments accepted by credit card or cash in Euro (below 1.000€). Some third party credit card as American Express, Diners and Union pay are accepted with a 3% extra charge for commission costs. Customer authorizes Dear Hotel to charge the guaranty credit card with any expenses at the hotel, restaurant or damages caused during their stay.
After Check Out or before Check In, you can leave your luggage free of charge with our Concierge.
24h Reception and Concierge
We will be happy to serve you for any question or request 24h a day
Dear Hotel provides Free Hi speed WiFi service through DEAR HOTEL GUEST network. Due to security reasons we will ask you some information, please fill in all fields. Your data will be processed according to GPRD European law.
Breakfast service is provided by Dear Hotel on weekdays from 7.30am to 11am and from 8am until 12pm on weekends and Bank holidays. Breakfast time reservation is needed in order to provide a safe service without waiting time. Please click here to make your reservation. No bar of cafeteria service is provided during Breakfast service time.
Restaurant & Lounge
Nice to meet you Restaurant & Lounge does not belong to Dear Hotel and is managed by an external company. You will not be able to charge your tickets to your room bill. Restaurant and bar open to customers from 1.30pm everyday.
Terrace and Sky Pool
Hotel guests have free access to our terrace and sky pool. Pool is not heated and it is open from 12 noon to 8pm all year without lifeguard surveillance. Pool towels are available at the roof top bar, please do not use bath towels in the solarium and pool area. It is not allowed to bring glasses, food or drinkts in the pool area. It is also not possible to bring pic-nic food or beverage to the solarium and terrace.
We offer Room Service with food and drinks menu
Dear Hotel provides premium toiletries with Dear fragance and Almond oil, which is a skin care product with rich concentration of vitamins A, B and E.
Meeting rooms and working space
Unfortunately we do not have a meeting room where you can host business meetings and presentations. At the restaurante Nice to Meet You it is possible to organise private events with food and drinks service. If you have a request, please write to email@example.com with your requirements: number of guests, date and time, food or drinks required, etc so that we can send you a quotation.
Dear Hotel’s team works everyday to reduce use of energy, water and waste.
We have recently eliminated all single use plastic containers for cosmetics and ameities, replacing them by refillable dispensers and packaging is made of compostable materials.
By using refillable glass bottles with filtered water, we have been able to stop plastic bottle waste and reduce transportation CO2.
You can choose to save energy and water by reusing towels by hanging them or ask for clean one by leaving them on the floor.
Low energy use lighting, AC switch with room card in each room and water saving systems are in place to be environmentally responsible.
Our cleaning team sorts and recycles everyday all plastic, glass and paper in your trash bin.
Food and catering products as straws and stirrers have also been changed to compostable materials.
Thank you very much for helping us protect our world!!
Hotel management reserves the right to refuse admission: According to the R.D. 2816/1982, General Police Law for Public Shows and Leisure Activities and according to the regional legislation where applicable, this establishment reserves the right of admission in accordance to this document. Every person in the hotel must respect the elementary urban rules and regulations. People who behave violently or may cause inconvenience to other customers or disrupt activity of the establishment will be asked to leave the hotel without any reimbursement right.
Will sound in case evacuation through the stairs is required. Behave in calm and leave your belongings. Do no use lifts in case of emergency. Prevent children to use lifts alone at any case. If you have any mobility or audition handicap, please inform our personnel upon arrival.
No Smoking inside the building
It is only allowed outside at the terraces. In case smoke is detected in your room an extra charge of 100€ will be added to your account for smoke cleaning.
No animals are allowed inside the building (except guide dogs).
For bulky items (bicycles, sports equipment, etc.) please ask our staff before your arrival.
Guests are responsible for right use
Guests are responsible for right use of furniture and equipment in your room: in case of damages or loss, hotel will use guaranty credit card or deposit to charge them. If you like any of the items in your room, check our Welcome book and you will find a list of prices. Our Reception team will provide you with a new item or send it to your home.
Prohibited to make fire, use gas or electrical appliances to heat or cook No noise that can bother other guests.
No candles or any element that may cause a fire, no flammable substances, fire arms, harmful or illegal substances and drugs allowed. Smoking only allowed outside at the terraces.
We recommend the use of your electronic safe in your room to keep your valuable items. Please make sure that you lock your room when you leave. Dear Hotel does not take any responsibility for items lost that were left outside the locked safe in your room.
Data protection and Video surveillance
Dear Hotel informs you that public areas are video surveyed for your own security according to Spanish Law Data Protection 15/1999. Furthermore, SECA S.A. collects and processes your Personal Data to manage your stay, provide you with personalized services and comply with local law requirements. By providing your personal Data voluntary, you also agree to your Data being processed by SECA S.A. with its register office in Avda. Manuel García Lago 9, 39005 Santander, in order to manage your stay and provide you with personalized commercial services. You may exercise your rights to access, modify, cancel and oppose the processing of your personal data contacting by email firstname.lastname@example.org.