FAQs

¿What products do the hotel offer?

We have at your disposal different products, all to help you in your trip and they can include:

• Accommodation.
• Transfers to and from the airport.
• Wi-fi connection and Internet Corner.
• Parking during your stay. 
• Car wash*.
• Use of the rest area and showers on departure or or arrival.
• Use of the rest common areas and services of the hotel. 
• Printing service of your boarding passes.
• Flight information.
• Transfers to and from the exhibition centre IFEMA.
• After-work activities in our Bar-Cafe.
• Parking during your stay, including heavy vehicules. 

*Services subject to avilability: Only under request, from Monday to Friday from 09:00 to 14:00 and from 15:00 to 19:00.

¿How can I make a booking?

The best way is to make your booking online through our website and you will get the best prices guaranteed.

If you prefer to make your booking over the phone, contact us. Please note that online offers are not applicable over the phone.

You can also make your booking through your travel agent.

¿Are the airport transfers free-of-charge?

Yes. It is icluded in all our prices. A service to go to and from the airport for each traveller.

¿What do I have to do?

To make your booking, you will give information related to the services needed, specially the date and time of departure and arrival, the airport terminal and number of travellers so we can arrange a seat or seats for you in our shuttle bus.

If you are staying the night at the hotel, we will do everything necessary to take you to the airport the following day.

If you don't stay the night at the hotel, please arrive well in advance of your flight time. You will need to go to the Reception and complete the check-in form, park your car and go to the shuttle bus stop for your transfer.

When you return and once you have taken your luggage, please call us and go to the shuttle bus stop for hotels, we will pick you up within 30 minutes, depending on the traffic and the route of the minibus at the moment of your phone call.

Once you are at the hotel, please go to the Reception to complete the check-out form and take your car.

¿How do I organise my transfer to the airport?

If you use the service Parking + Transfers, it is necessary to tell us in your booking the number of travellers, the time, date and airport terminal. If you do not communicate all this information or you miss your minibus we cannot guarantee available seats in the next one.

If you spend the night at the hotel, you do not need to worry, at your arrival we will organise with you the time when you require to go to the airport the following day.

¿When does the transfer to and from the airport work?

The transportation to and from the airport works 24 hours a day, 365 days a year. 

¿What is the time table from the hotel to the airport?

For your comfort and peace of mind, the transfer service from the hotel to the airport operates 24 hours a day, 365 days a year and your transfer may be immediate in the first available minibus.

¿How long does it take to arrive to the different terminals of the airport?

It depends on the traffic, but usually between 5 minutes to T1, 7 minutes to T2, and 20 minutes to T4. 

Please note that we are not responsible for any delays on the route due to traffic, accidents, weather conditions or any other circumstances. 

¿Is there a limit to the transportation?

It has a limit of 5 people per room or reserved vehicule. 

The free service between the hotel and the airport is limited to one route and room. Additional services will be charged. 

Unfortunately, we cannot assist passengers who cannot access the minibus by their own means or passengers in wheelchairs, since the minibus does not have an elevator.

The baggage allowance per person is limited to 2 bags of standard size, according to IATA, measures of height+length+width (including wheels and handles) have to be less than 158 cm and 23 Kg. Non-standard baggage are bicycles, surf, body, wake and ski boards, golf equipment, fishing rods, sport weapons, musical instruments, etc. If you travel with 2 bags and they do not have the standard measures, there will be additional charges. In any case, your bag cannot weigh more than 23 kg. 

¿What do I have to do to be picked up at the airport?

At any time after taking your luggage, please call us and tell us your name and the terminal you are in, if you not sure of the terminal, please ask a member of the airport staff and we will arrange you collection.

¿Where can I find the hotel minibus at the airport?

Our minibus will be in the Shuttle Bus Stop for Hotels (Parada de Autobuses de Hoteles) located outside each terminal. Please ask a member of the airport staff if you need any help. 

¿What is the best way to arrive to the hotel by road?

Please click on Location, you will have an useful tool to show you the route from where you are to our hotel.

Please take into account that in rush hour the traffic is dense in the access roads to Madrid and you will need more time to comple the check-in. 

¿How can I cancel a booking?

You can cancel or modify a booking without any charges if you do it before 18:00 the day before the booking date.  You will need to use only this option:

• If you made your booking through our website www.aphoteles.com, by phone or in person, please send an email at reservas@aphoteles.com.
• If you made your booking through a travel agency, please contact your agent. 
• If you made your booking through other booking websites, please contact them and follow their instructions.

In the event that you are not at the Reception on you check-in day (or no-show), we will charge to your credit card the total amount of the reserved service.

Non-refundable bookings cannot be modified and to cancel these bookings will incur in a 100% charge of the booking price.

¿What are the check-in and check-out times?

 The check-in time is from 14.00 hours and the check-out time is before 12.00 hours.

¿Are pets allowed?

We love animals but your pet must be accompanied by you at all times, so your pet cannot be left alone in the room or in any premises of the hotel. According to the weight of your pet, different charges will apply. Please call us to check with the hotel your individual case.

Additional charges may apply to cover extra cleaning services.