FAQs
Q. What documents do I need to check in at the hotel?
A.You will need a passport for each guest staying in the room and the credit card to be used for the method of payment.
Q. Do I need to present the photo ID of all guests staying in my room?
A.Yes, all guests are required to present their passports at check-in to verify all registered guests in the room.
Q. Do I need to be 18 years old?
A.Yes, our hotel policy requires that at least one guest per room must be 18 years old or older to check-in to that room and be an occupant of that room for the duration of the stay.
Q. Why do all guests need to wear a wristband from the hotel?
A.Wristbands help identify our hotel guests, ensuring a secure and personalized experience.
Q. What are the regular check-in and check-out times?
A.Check-in starts at 4:00 PM, and check-out is at 11:00 AM.
Q. May I request an early check-in?
A.Early check-in is possible, subject to availability, based on the room view type, our occupancy, and any special request that you have made such as tower preference etc. Please contact the front desk for assistance.
Q. If I arrive before 4:00 PM and I’m not able to check in until 4:00 PM, what are my options?
A.We will provide pre-check-in with wristbands, we will hold your luggage for you while you go and enjoy the beach for the afternoon. You can pass by the front desk after 4:00 PM for your room key.
Q. May I request a late check-out?
A.Late check-out is available, subject to availability and may incur additional charges. IHG Rewards Club® Elite Members (Diamond & Platinum) may extend check-out to 1:00 PM upon request and availability at no charge.
Q. When should I leave the resort to catch my flight?
A.For USA flights, arrive at the airport 3-4 hours before departure. You will have to clear local and USA customs. For other flights, allow at least 3 hours.
Q. Do you offer free Wi-Fi?
A.Yes, complimentary Wi-Fi is available throughout the resort.
Q. How do I connect to the Wi-Fi network?
A.Connect to the network “IHG One Rewards” and enter your room number and last name on the access page.
Q. How are your rooms categorized?
A.Our rooms are categorized by view type: Standard Room (no particular view), Resort View (pool or resort areas), Ocean View (partial ocean view with island/resort view), and Ocean Front View (spectacular Caribbean Ocean views).
Q. Do you pre-assign rooms?
A.Rooms are typically assigned at check-in based on the room type booked. For special requests, contact our guest relations manager at least one month before arrival at hiaruba@ihg.com.
Q. How many IHG Rewards Club Rewards® points do I need to redeem for a Reward Night?
A.You will need 40,000 points or more depending on your reservation. Redeem online at IHG One Rewards or call 1-877-860-1373. Note that the first category of room (Standard Room) is typically assigned, and upgrades may not be available.
Q. Do you have ADA rooms?
A.Yes, we have ADA-compliance rooms fully equipped with wheelchair-accessible features. For more information or to request an accessible room, please call us at 297-586-3600 or 855-446-6282.
Q. Do you have safes in the rooms?
A.Yes, all rooms have complimentary safes to store valuables such as cash, jewelry, travel, documents, and electronics.
Q. Are telephone calls and 1-800 numbers free?
A.1-800 numbers, as well as local and international calls from your room, are not free. Rates are set by our local telephone carrier.
Q. Where is the Kids’ Club/Activity Center located?
A.The Kids’ Club/Activity Center is on the beach side of the Palm Tower. It is open daily from 9:00 AM to 1:00 PM and 2:00 PM – 5:00 PM for children aged 4 to 12.
Q. Are bicycles complimentary?
A.Yes, complimentary bicycles are available daily from 9:00 AM – 1:00 PM & 2:00 PM – 5:00 PM. Reserve at the Kids’ Club/Activity Center and is based on availability.
Q. Where are the towel huts located?
A.The main towel hut is on the beach in front of the Ocean Tower, open from 7:00 AM to 8:00 PM. Another towel hut is in front of the Sea Tower, open from 9:00 AM to 5:00 PM.
Q. How do I reserve beach setups for palapas/gazebos?
A.Reserve your beach setup up to 15 days in advance for up to 7 consecutive days using the iPalapa link: iPalapa Reservation.
IHG ONE REWARDS
We reward your loyalty!
Gold IHG ONE Rewards members enjoy One (1) day of complimentary Palapa use. Diamond & Platinum Elite IHG ONE Reward members enjoy a complimentary Palapa for their entire stay. Please be advised that IHG ONE Rewards Diamond / Platinum Elite and Gold members must reserve their palapa at the Ocean Side Towel Hut.*
*This benefit is only available for direct bookings through IHG/Holiday Inn Resort website or Hotel Reservations.
Q. Do I need a room key to open public area restrooms?
A.Yes, for your security and comfort, public area restrooms are accessible only with a room key.
Q. Do you have bars and restaurants on site?
A.Yes, we have 5 restaurants, 4 bars, a gelato store, and a lobby bar. Dining options range from casual to classic, buffet style to à la carte.
Q. Do I need reservations for the restaurants?
A.Reservations are recommended. Reservations can be made through our hostess, QR codes on the journey, or online platform like OpenTable.com
Q. Can I order room service?
A.Yes, In-Room Dining is available from 7:30 AM until 10:30 PM, but it’s not included in the All-Inclusive Meal Plan or any other room plan.
Q. What is included in the All-Inclusive Meal Plan?
A.The plan includes breakfast, lunch, dinner, and alcoholic/non-alcoholic beverages. More details can be found in the check-in letter or by clicking here.
Q. How do I know what’s not included in the All-Inclusive Meal Plan?
A.Menu items with a surcharge will have the AI price listed next to the regular price. Canned, bottled, and packed items, as well as Room Service and the Gelato Store, are not included.
Q. How much does the All-Inclusive Meal Plan cost? Can I add it during check-in?
A.You can upgrade to the All-Inclusive Meal Plan during check-in for $149 per person per night for a minimum 4-night stay based on availability. Discounts are available if breakfast is included in your room rate or for longer stays. The plan includes service charges and government tax.
Q. Do you have meeting spaces?
A.Yes, we offer 4,224 square feet of meeting and banquet space. For more details, contact our sales office Monday to Friday, 8:00 AM to 5:00 PM.
Q. Do you allow pets?
A.Only service animals are allowed with proper certification. Guests with service animals will be assigned rooms on the ground floor.
Q. Is smoking allowed in rooms?
A.No, all rooms are non-smoking, including patios/balconies. A $450 fee applies for smoking in the room due to the need of special treatment.
Q. What are the directions to the property?
A.From Queen Beatrix International Airport, head northwest towards Palm Beach/Irausquin Hotel Street.
Q. What transportation options are available from the airport to the resort?
A.Taxis or car rentals are available. The taxi fare is approximately $35.00 USD one-way, and the ride takes about 20 minutes. The resort does not provide shuttles.
Q. What are your policies regarding cancellations and changes?
A.Cancellation policies vary depending on your booking type. Please check your reservation confirmation or contact us directly for details.
Q. Are there any resort fees or hidden charges?
A.Our resort does not charge any hidden fees. All taxes and service charges are clearly outlined in your booking confirmation.