Frequently asked questions Gift vouchers

Frequently asked questions Gift vouchers
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Below we have compiled the most frequently asked questions that our clients usually ask us about the Castilla Termal Hoteles Gift Vouchers.  

You can also solve any doubt through info@castillatermal.com or telephone 983 600 816.

More than 100 different gift experiences, a sure hit!

Important information: Following the protocols of action before the COVID-19 for the greater tranquillity and security during your stay, the period of validity is extended to all the Gift Vouchers from 12 to 18 months.

How do I receive my Gift Box?

You have several options to receive your VOUCHER:

- You receive it in the email address you provide during the purchase process, so you can print it with your dedication and give it as a gift.

- We send it to you by post.

- We add our box, information about the services of the hotels, the VOUCHER-Gift and we send it with a courier where you indicate us.

I bought a Gift Voucher and I want to exchange it for a different one, can I exchange it?

No, it can only be exchanged, under special conditions that will be assessed by our Gift Voucher department. In the event of an exchange that involves a lower amount, the difference will not be paid nor will it be possible to split its use. Under no circumstances will any amount be refunded in cash.

I booked a Hotel with a Gift Voucher but something has come up and I won't be able to go, can I cancel the booking and still keep my Gift Voucher?

Yes, as long as the Hotel's cancellation policy is respected. In case of no-show at the place and time of booking, you will lose your voucher.

I have tried to make a booking with a Gift Voucher but I have been told that it cannot be for the dates I want, how is this possible?

Admission to book with Gift Vouchers is subject to the availability of rooms and services of the chosen Hotel.

The Gift Voucher does not exclude the minimum conditions of regime/stay that some establishments may apply on certain dates. For example, if due to circumstances of high occupancy, the establishment chosen on the desired date requires a minimum stay of nights and your voucher is for fewer nights than those required, you may not be admitted for not complying with this condition.

Is it compulsory to bring a physical gift voucher on the day at the entrance of the hotel?

Yes, in order to be able to enjoy the gift, it is compulsory to hand in the document that accredits you as a beneficiary of the Gift Voucher at the Hotel.

Do I need to book in advance?

Yes, to enjoy your stay at Castilla Termal Hoteles, you must make a prior reservation through our Reservation Centre 983600816. In this reservation you must indicate that you have a gift voucher and its indicator. It is recommended that the reservation is made in advance to be able to enjoy it on the chosen date.

Can I change or cancel the booking date?

Yes, as long as it complies with the cancellation policy of Castilla Termal Hotels. We recommend that you inform yourself of this policy at the time of booking. In case of no-show at the place and time of booking, you will lose your Gift Voucher.

¿Hay alguna restricción de fechas al reservar?

Los Bonos Regalo están sujetos a la disponibilidad y condiciones mínimas de régimen/estancia que aplique cada establecimiento para cada fecha.

How should I make my booking?

By contacting the Central Reservation Centre of Castilla Termal Hotels, by telephone 983600816 or by email reservas@castillatermal.com. Remember that you must inform the Gift Voucher number, and then you must present it at the Hotel upon arrival.

Can I book an extra bed or a cot for my baby in the room?

To reserve an extra bed or cot, you must state your needs when you make your reservation, either by calling 983600816 or at the hotel of your choice, and they will inform you of availability, cost and method of payment.

My Gift Voucher has expired, what can I do?

Castilla Termal Hotels Gift Vouchers cannot be extended once they have expired. Gift vouchers are valid for 18 months from the date of issue.

My gift voucher is for the 4* hotels and I would like to enjoy it in the 5*, is it possible?

If you have a Gift Voucher* for Castilla Termal Olmedo, Castilla Termal Burgo de Osma or Castilla Termal Solares and you wish to enjoy it in Castilla Termal Monasterio de Valbuena, please consult availability and supplement on 983 600 816. *Condition applicable ONLY to boxes containing Gift Vouchers with accomodation.

I would like to add more services to the ones included in my Gift Voucher, is this possible?

Yes, you can create your Gift Voucher by adding any of our services. We can help you to create it by calling 983600816 or by email at reservas@castillatermal.com.