Dream Gran Castillo Resort 5*
Frequently Asked Questions
About the Rooms
Is there a safe in the hotel rooms?
Yes, there is a safe in each room and it is free of charge.
Do all superior rooms have a sea view?
No, the superior and the superior sea view are 2 different categories of rooms. The sea view supplement is of 40€/day.
How can I arrange for a room upgrade?
If you are staying in the Hotel, by calling Reception. If you have not yet arrived, you can contact us by calling 928595999 or our Call Centre, or through our website. You can also book through our website and choose the type of room during the booking process.
What is the price difference between a Superior and a Superior Sea View room?
The size is the same, the difference lies in the view. The supplement is of 40€/day for a sea view.
Is smoking allowed in the rooms?
No, all the hotel rooms are non-smoking rooms, but you can smoke in the room's balcony/terrace.
Is the cot free?
Of course. Babies and toddlers up to the age of two are included and they do not pay.
What TV channels can we see in the room?
You can see around 100 TV channels in your room, in different languages.
Are there bathrobes and slippers in the rooms?
Yes, in all the rooms.
Can we have an extra bed instead of a sofa bed?
No, our sofa beds are used as beds.
Are there fridges in the rooms?
Our rooms have a Mini Bar (empty) which you can fill as required (on payment). The function of the Mini Bar is to keep any contents fresh, but it is not a fridge.
What is the bed width?
Single beds have a width of 1m, and double beds of 2m. We are talking of width.
Are there coffee or tea makers in the rooms?
Initially, our rooms do not have a coffee pot, but you can rent it at an extra cost. Nevertheless, they do have tea-making facilities.
Sun bed policy at the swimming pool
Our policy is to FORBID RESERVATIONS but, depending on the time of year and hotel occupancy, we can be somewhat more flexible. In any case, we always ask our guests to approach our pool staff when they need a sun bed; they are going to help you find the right place to enjoy the pool. In regard to towels, they can be changed during the established hours of the morning and afternoon. Right now it is from 10 a.m. to 11 a.m. and from 5 p.m. to 6 p.m., but this can change depending on the season.
Are the pools heated?
There are four outdoor pools heated to around 26 degrees.
At what time are the pools open? And to change towels?
The pool may be used from 10 a.m. to 6 p.m. Outside these hours, we cannot be held responsible for the use of swimming pools. Towels are changed from 10 a.m. to 6 p.m.
Is the SPA free?
We offer a free admittance per guest for stays of over 5 nights. Subsequent admissions or treatments are not free of charge. Children aged over 12 may use the Spa between 12 noon and 2 p.m.
What does the thermal circuit include? Can any of its facilities be used separately?
The Thermal Circuits features a combination of hydro massage pools, swimming and toning; saunas, thermal baths and therapeutic showers, and they may not be used separately.
Can children use the SPA?
The SPA is only for people aged over 16, but at certain hours teenagers aged over 12 may come in. They can use the Spa between 12 noon and 2 p.m.
Does the hotel have an indoor pool?
There is only the indoor pool inside the SPA and access is by means of the thermal circuit. But entrance to the SPA is charged, except under the free admittance conditions offered by the hotel.
Regarding Timetables and Shuttles
At what time can I occupy my room when I arrive?
In order to find your room in perfect conditions, we endeavour to ensure occupancy as from 2 p.m.
If we arrive late on the first day, will we have dinner waiting for us?
We offer you a "cold dinner"; the hotel will serve a selection of dishes such as salads, cold meats, cheeses…
At what time do I have to leave my room on the last day?
Our reception must have your room key at 12 noon at the latest.
And if I want to leave my room later on the last day of my stay?
This will mean a cost of 50€ up to 6 p.m. and 25€ up to 3 p.m., subject to availability. You should confirm late departure a day before check-out at reception.
Do you have courtesy rooms that I can use on my last day?
Of course, we adapt to your needs. Our hotel has rooms which you can use, subject to availability and prior reservation at reception.
Do you organise a shuttle service from the airport?
Yes, we recommend you contact directly with reception (+34 928 595 999).
How much does the airport shuttle service cost?
This depends on the number of people. 42€ up to 4 persons and 72€ up to 10 people.
Regarding Hotel Services
What payment methods are accepted in the hotel?
Cash and cards.
Is there WiFi in the hotel?
500 MB during seven days, when the 500 MB have been consumed or the 7 days are over, then you have to pay for WiFi at reception.
Do you have a childcare centre for children? When is it open?
There is a Mini Club where there are people to entertain your children, who will take care of them while they are on the premises and during the established timetable. The Mini Club is open for children aged over 4. There will soon be a nursery for babies and toddlers aged from 6 months to 3 years, available daily for 2 hours.
Is there a towel service at the pool?
Yes, but you must pay a deposit of 25€ per towel.
What is the price of the towel hire?
Towel hire is free of charge, but you have to leave a deposit of 25€ per towel.
Do you have a laundry service?
Yes, at extra charge.
Does the hotel have free Parking for guests?
Yes, the hotel has free Parking for the guests staying in the hotel.
Are there irons in the rooms?
No, but we can iron for you. We have an ironing service, at extra charge.
Do you have a Mini Club?
We have our Baby Club- Crèche where you can leave your baby in our care. For ages 6 months to 3 years. If your children are older, they can acces the Kids Club Camelot - up to 12 years. At all times, your children will be supervised by our entertainment team.
What time does the fitness centre open?
The fitness centre opens from 7 a.m. to 9 p.m.
Are there shows every night?
Entertainment is our speciality. We have shows every night, some featuring our professional entertainers and others with artists engaged by the hotel.
Can we hire cars at reception?
Yes, there is a car rental office in the reception area.
Do you accept pets in the hotel?
Animals are not admitted, except for guide dogs.
Can you arrange for a birthday treat (flowers, sparkling wine…)?
We take care of all your needs. So, we arrange for flowers, a bottle of sparkling wine… the price depends on the request. Contact reception to plan the details.
Regarding the Surroundings
How far is the hotel from the beach?
Our hotel is on the seafront, on a pebble beach with sandy areas, but I'm sure you've heard to the heavenly Papagayo beaches. You'll reach them with a 10 to 15 minute stroll along the Playa Blanca nature reserve.
Is there free transport from the hotel to the beach?
As the Papagayo beaches are found inside a nature reserve, there is no possibility of organising bus shuttles. You can take a 20 minute walk or they can be reached by private car.
How far is Playa Blanca from the hotel?
There are various options: 45 minutes' walk along the promenade, 10 minutes by public bus or 5 minutes by tax (approx. fare 4-6€).
Do regulars and/or Canary residents have a special price?
Yes, once you have the Dream Card you can enjoy discounts on booking.
Is there free transport to the town?
Unfortunately, we do not offer free transport to the town of Playa Blanca.
Do you organise outings from the hotel?
Yes, ask at reception to obtain all the information you need.
Regarding Food and Restaurants
Information on dress code at dinner.
Men must wear trousers covering their ankles and no tank tops are allowed.
What does the All Included and All Included Premium service consist in?
In our AI and AI Premium section, you can obtain information on the contents of each system.
How many restaurants are comprised in the All Included service?
Las Coloradas, Portofino and Guangzhou are all included in the service.
Do you have to book to have dinner in the theme restaurants?
Can you book before arrival?
Can you book before arrival?
In order to better organise your dinners, we recommend you book in reception during the first days of your stay.
Do we have food for coeliacs or gluten-free food?
Yes, inform reception and we'll take care of it. However, if you want something specific, it will have an extra charge.
Do you prepare pureed foods for babies?
We offer a daily menu of purées for babies and toddlers; if you want a different ingredient or a specific purée, it will have an extra charge.
May guests with half-board change dinner for lunch?
Yes, by notifying our front desk staff before 1 p.m.
Does the AI service apply around the clock?
Our AI service is in effect from 10 a.m. until midnight.
Are all brands of drinks comprised in the all included service?
Not all brands of drinks are included in this service. Consult the list in any of our bars or restaurants to clear any doubts.
Do you have room service?
Yes, but with an extra charge.