Frequently Asked Questions (FAQs)

Cales de Ponent, apartments and villas rentals in Menorca

I have a reservation, I am due to check-in tomorrow and I can’t travel because I have coronavirus. Will I get a refund for my reservation?

No. From April 6, 2020, your chosen cancellation policy will apply, regardless of Coronavirus. You have made the reservation knowing the current pandemic situation, so it is your responsibility. If you don’t want risks, you should hire a travel insurance to cover these circumstances. We’re sorry, but we can’t take the risks of your trip.

What do I need in order to do the check-in?

Reception will ask you to provide the identity card or passport from EVERY MEMBER of your reservation. Thus, they will not hand in the keys until they gather the documents from EVERYONE. The check-in will not take place with the presentation of only one of the documents or only some of them, since the whole of them are required.

Reception will also require your voucher / coupon / booking confirmation (digitally or on paper).

I wish to have apartment number 10 or a ground floor. Is it possible to book a specific apartment?

No, it is not possible. You may specify your preferences and we will bear them in mind whilst assigning the apartments, but at no moment can we guarantee them.

Is there olive oil, salt, etc. in the apartment or do I have to buy it at the supermarket?

We are sorry; there is no food available in the apartment.

Is there a scourer and washing-up liquid?

Yes. In the apartment, you will find a scourer and a soap dispenser to wash the dishes.

Is the kitchen equipped?

The kitchen is equipped with all the basic kitchen utensils: cooking pots, pan, microwave, silverware, flatware, glasses…

Is there daily cleaning?

No. The apartment cleaning takes place after a week of stay and it is only available for bookings longer than 7 nights. Kitchenware and kitchen utensils are not washed in any case.

Are towels changed every day?

No. In the apartments, towels are changed every 2 days. In the villas, towels are changed every 4 days.

How often are sheets changed?

Change of bed linens are available only for stays longer than 7 nights and is carried out after a week of stay.

Will the beds be made or do I have to make them myself?

The apartments do not work as a hotel does. The cleaning staff do not come in to make the beds or clean the apartments.

Do the apartments have shower or do they have bathtub?

In Cales de Ponent: all of the apartments have shower (none has bathtub)

In Llebeig: all of the apartments have shower (none has bathtub)

In Villas Geisan: all of the bathrooms have bathtub (none has shower)

Is there Internet in the apartments?

There is free wifi in the whole complex.

Is there air conditioning in the apartments?

In Cales de Ponent, all of the apartments have two air conditioning units: one in the double-bed bedroom and the other one in the living room.

Llebeig Apartments do have air conditioning.

The Villas Geisan do have air conditioning.

I wish to have a double bed, what type of bed is there in the apartment?

One-bedroom apartments only have a double bed; it is not possible to request two separate beds.

Two-bedroom apartments have a bedroom with a double bed and another bedroom with a trundle bed.

The Villas Geisan have a bedroom with a double bed and two bedrooms with separate beds.

Is there a hair dryer?

All of the apartments have a hair dryer.

Is there shower gel and shampoo in the bathroom?

In the bathroom, there is a gel dispenser next to the washbasin and another one in the shower.

In the apartments, is there a balcony or a terrace?

In Cales de Ponent: the apartments may be located at ground level or at first floor. Ground floors have a little terrace, while first floors have a little balcony.

In Llebeig: all of them have a terrace.

At what time can I enter the apartment?

ATTENTION: The entry time is different depending on the chosen complex.

In Cales de Ponent you will be able to go in after 2P.M.

In Llebeig you will be able to go in after 3P.M.

In Villas Geisan you will be able to go in after 4P.M.

I will be arriving very early; can I enter the apartment before the official time?

We are sorry, that is not possible. 

I will be arriving very late at night, will I be able to check-in or will the reception be closed?

Reception closes at 10P.M. (after that time it is not possible to check-in). If you arrive later than that you will have to contact us in advance to get instructions as how to get the keys: the reception phone number is (0034) 971 48 48 19.

I have made a reservation for 2 people but we will eventually be 3, is there any problem?

It is not possible to exceed the number of guests booked in the reservation. Thus, under no circumstance can more guests than those previously stated in the reservation occupy the apartment.

During the day of my departure, until what time can I keep the apartment?

You will be able to stay in the apartment until 11A.M.; in the Villas Geisan, you will only be able to stay in until 10A.M.

>The day I depart, I have a late flight; can I stay longer in the apartment?

We are sorry, that is not possible. You can only stay in the apartment until 11A.M. and in the Villas Geisan until 10A.M. 

Do you have courtesy bathroom to take a shower the day I depart?

We are sorry, we do not have courtesy shower.

What are the Buffet hours?

Breakfast Buffet: 8A.M. to 11A.M.

Is there a dress standard in the hotel? Dress code:

At the restaurant, it is not possible to enter without upper-body dressing or barefoot.

I have booked breakfast; can I take drinks or food out from the buffet to consume them later?

In no case can you take food or drinks out of the buffet. The staff is not happy with having to witness how guests secretly steal food from the buffet.

Can I request a special menu?

We do not offer special menus. If you suffer from an allergy or intolerance, we do not offer special meals. However, we are happy to provide information concerning the allergens contained in every meal.

Our buffet is varied and you will likely find a meal that suits your needs. Upon previous request, we also have gluten free bread.

What are the swimming pool hours?

From 9A.M. to 9P.M.

Do you offer beach towels?

We do not have beach towels. You should bring yours, since it is not possible to use the bath towels provided in the apartments.

Is the swimming pool heated?


Does the hotel have a car park?

In Cales de Ponent: there is a little exterior car park. It is free. It is not possible to book it.

In Llebeig: there is no car park.

In Villas Geisan: there is no car park.

What are the permitted payment methods?

At reception as well as at the bar, you can pay with credit card or with cash. The accepted credit cards are VISA and Mastercard. We do not accept payments with American Express.

Is the tourist tax included in the price?

No. The tourist tax is not included in the price of your reservation and it will be charged upon your arrival at reception. Said tax needs to be paid directly to the hotel/apartments at your arrival and will be applied as follows:

2,00€ + 10% VAT per person and day = 2,20 Euros / person / day

I would like to book through your website; do I have to pay a deposit or a down payment?

If you book through our website, you will have to pay in advance – while making your reservation – a deposit of 25% of the total amount of the booking. The rest is to be paid directly at reception upon your arrival.

I have booked through your website; can I cancel my reservation free of charge?

If you reserve through our website you can cancel for free up to 7 days before the arrival date. If you cancel less than 7 days before your arrival (after the deadline), the penalty is the deposit made (that is: 25% of the total reservation). For cancellations send an e-mail to:

Can minors lodge without their parents?

Under no circumstance can minors lodge in the apartments when not accompanied by their parents or their legal tutors.

I have a dog; it is little and does not disturb, can I bring it in?

We are sorry. Animals are not permitted.

Do you have baby cots?

We have baby cots and their use is free of charge. You need to request them in advance.

How much does it cost to rent a safe deposit box?

All of the apartments are equipped with a safe box. You can rent it at reception and their cost is 2€ per night.

Do you have rent a car service?

We work with a rent a car company. You can make your reservation at reception upon your arrival or through this link.

Do you book excursions?

Yes. At reception, you can book nice excursions to get to know Menorca better; jeep safaris, boat trips, island tours, horse trips, etc. Feel free to ask at reception during your stay.

Can I request a shuttle to the airport?

Shuttles to the airport need to be booked 3 days in advance. You can book them directly through this link: Transfer.