FAQs

• How do I make a reservation on the website?

  1. Please enter the information in the required fields on our website booking engine.

  2. Select your rate choice to display its description and cancelation policies.

  3. Once you´ve chosen a rate, click on the reservation button and fill in the reservation form. Click ‘send’ when finished.

  4. Once your reservation is sent, in under 30 minutes you will receive a confirmation email.

• What is the minimum age to check in?

  In order to acquire an hotel room you have to be of legal age.

• Can I make a reservation if I do not have a credit card?

  If you don’t own a credit card, you can validate your reservation via our central reservations office by cash deposit or transfer.

• I am trying to make a reservation and I get a message saying that the number of people does not fit in any of the available rooms. What does this mean?

  In most of our hotel rooms we have a 4 people max per room occupancy policy. This may have different combinations such as, 2 adults + 2 minors under 12 years old, or 3 adults + 1 minor under 12 years old.

• I made my reservation on the web and I cannot modify it, can I only cancel and print it?

  Currently our website does not have a reservation edit option, this is a future enhancement. In the meantime, if you need to make a change to your reservation please call 855 266 5203.

• I was making my reservation and the website suddenly closed

  To guarantee your information´s safety and to show you our available rates in real time our website has a counter that when there aren’t signs of activity, it closes down avoiding discrepancies between the consulted rate and reserved one.

• I made a reservation on the website, but I still have not received the confirmation letter in my email

  Please verify that you don’t have the confirmation on your bulk or junk email folder, in case you haven’t and more than 30 minutes have passed after your reservation was made, please call 855 266 5203.

• Why I am seeing this advertisement of ‘1, 2,3 ... people are watching this’ when I am making my reservation?

  Our web site offers real time rates and availability to provide the best possible service, for that reason more visitors than yourself might be looking at a rate.

• I have a promocode to make a reservation, but it does not work

  If you have problems with a code you’ve been given, you may call our central number to make your reservation 855 266 5203.

• I have finished the reservation process, what should I do now?

  By the time your confirmation number is on your display and your confirmation mail received, your reservation is registered, and you have nothing to worry about. We suggest you save your reservation info for your personal information.

• I made a reservation for one hotel, but my confirmation says a different one

  Our reservation system captures the information you provide us and stores it on a safe server; there for is unmodifiable. In order to solve this issue if your rate type allows it, you may cancel your reservation (by calling 855 266 5203) if its policies allow it and create a new one in the hotel or destination that needs it.

• I am worried that a double charge will be made on my card because I do not know if my reservation is duplicated.

  If you have more inquiries about this subject feel free to contact 855 266 5203.

• What do they do with the information entered on the reservation?

  Please let us reassure you that your information is protected, as a safety measure all the data is encrypted and carefully handled, inaccessible to third parties. You may review our "privacy policy" at any time.

• The information that appears on your website is old or different from what I have seen

  We update our information permanently, if you detect some inaccurate data, please let us know about it, as we are always working to improve our content and service to our guests at 855 266 5203.

• I do not see the chat button

  Our secure chat works through a dynamic service, there for it might be your business access that is blocking some sections of our site. You can check the firewall on www.caminoreal.com and if you still cannot see the chat button the reason may be because our virtual agent is not available, so do please try again later or contact us at 800 999 73 25.

• I need the details of a quote or to contact you directly. How do I do it?

  You can make your request directly from the contact section of our website caminoreal.com or if you prefer through our social networks.

  To contact us directly, please call 855 266 5203.