FAQs

The Ivy Hotel is going to make you feel right in. 

Though, here are some few questions we have received if you are

looking to get the best of everything.

GENERAL

What is the age restrictions for reserving?

You must be at least twenty-one (21) years or old to make a reservation at our hotel. A identification is required upon Check-In. 

Is the hotel Pet-Friendly?

The Ivy Hotel loves to have furry friends stay with us! We accept one (1) pet per room, having a one time fee. 

What are your service fee and the governmental tax?

The Ivy Hotel has a 20% service fee, besides the 9% governmental tax. Theses taxes and fees cover the hotel amenities, and services.

Is smoking allowed at The Ivy Hotel?

The Ivy Hotel is a non-smoking property. Smoking penalty of $250.00 USD daily will apply if such conduct is taken within the premises of the room or room balconies. Tampering with fire detection systems and firefighting equipment We reserve the right to take action against any guest found to have tampered / interfered with any fire detection equipment throughout the hotel, including detector heads in public areas and bedrooms, break glass points and fire extinguishers. Guests found to have tampered with any fire detection or firefighting equipment will be charged with any costs incurred by the hotel due to their actions and additionally may be asked to leave the hotel. Depending on the severity of the guest actions, the Police may become involved at the hotels discretion. Should the fact that firefighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right to make a charge to the guests credit card, or send an invoice for the amount to the registered address.

Do you have parking available?

We do not have parking available, but in our surrounding there are parking lots available. The front of the hotel is exclusively for the use of pickup and drop-off  of guest and their luggage. In the case of being ticketed, the hotel does not hold responsible for such determination. 

Is there Internet available at the hotel?

We want you to keep connected with your family back at home, so we provide Internet throughout our hotel, included in the reservation. Ask our front desk for the password.

Are there any rules for the use of the pool?

For the use of the pool, please know the following:

  • The Ivy Hotel pool is a plunge pool, and does not have a jacuzzi for the moment

  • Loud music is not allowed to be used in the pool area as guest near are resting

  • The pool area is open from 9:00 AM to 12:00 MN daily and is unattended, use it at your own risk

  • Caution when entering the pool area as the floors may be slippery

  • If in need for a pool towel, you may request it at the Front Desk

Child Policy

As an Adult Only hotel, The Ivy Hotel requires that all guest register at front desk should be visiting the hotel's facilities.

ROOMS

How many persons can be in your rooms?

The rooms capacities are as follow:

  • Double Tropical Oasis and Vibrant Double Queen rooms allow up to four (4) persons per room.

  • Fresh Double Twin and Modern Queen and Intimate King rooms allow up to two (2) persons per room.

Any additional person may be charge an additional $75 dollars per night on the reservations and credit card on system​. Make sure that the amount on person on the reservation is correct before confirming.

Are there roll-away beds or cribs available?

The Ivy Hotel does not offer roll-away beds.

Does the hotel have handicapped rooms?

Yes, we do have handicapped rooms available on the ground floor for our handicapped friends. Important to call our team directly to reserve this room.

Do all of your rooms have balcony or terrace?

Our Tropical Oasis rooms have a private terrace available, if you would like to reserve these room, be sure to make this preference once reserving. 

Does The Ivy Hotel have shared rooms?

The Ivy Hotel does not have shared or connected rooms.

CHECK-In & Out

What are the Check-In & Out hours?

Our Check-In starts at our 4:00 p.m. and Check-Out is until 12:00 p.m.

Can I do a Late Check-Out?

Late check out is only available upon availability and must be requested 24 hours prior to departure. Late check-out charge of $75 dollars may apply. Any guest that check-outs after 12:30p.m. will have the charge on their reservation.

Guest that Check-Out after 2:00p.m. that has not been approved will incur in a charge of an additional night.

Is there going to be a hold on my credit card?

The credit card given in check-in has a $150 dollars hold on it, retained for incidental purposes.  Release after check-out and it may take 5-7 business days to be reflected on the bank account. 

What I need upon Check-In?

At the moment of check-in you would need:

  • All guest must present an official government Photo Identification, and a Passport or Visa for Foreign Travelers upon arrival

  • Debit or Credit card with a Visa, MasterCard, Discover or American Express logo on it.

CANCELLATION POLICY

Best Available Rate Cancellation

The Ivy Hotel allows guest to cancel 72 hours prior to arrival for the deposit to become refundable. Any guest that does not comply with the Best Available Rate Cancellation Policy will incur in the charge of the deposit and the reservation becomes non-refundable.

Non-Refundable Cancellation

The Ivy Hotel Non-Refundable rate must be paid prior to arrival and it is non-refundable under any conditions. Guest may modify the date on their reservation, but does not change the original policy.

Offer and Promotion Cancellation

All offers and promotions established by The Ivy Hotel - Condado have their proper terms and conditions, the cancellation policy may vary on the offer and the deposit as well. Guest must read the terms and conditions for the offers and once booked, are fully aware and validate these terms and conditions.

No-Show Policy

No-Show reservations will be charge the full night and will turn to be a non-refundable cancellation 

TERMS & CONDITIONS

By making a reservation with The Ivy Hotel you accept and agree to the relevant cancellation and no-show policy of that accommodation, and to any additional (delivery) terms and conditions of the accommodation provider that may apply to your reservation or during your stay, including for services rendered and/or products offered by the hotels (the delivery terms and conditions can be obtained in your confirmation and in the hotels website). The general cancellation and no-show policy is made available on our website on the terms and conditions, during the reservation procedure and in the confirmation email. Please note that certain rates or special offers are not eligible for cancellation or change. Applicable taxes will be charged in the event of a no-show and cancellations. Please check the room details thoroughly for any such conditions prior to making your reservation. Please note that a reservation that requires down payment or (wholly or partly) prepayment may be cancelled (without a prior notice of default or warning) insofar the relevant (remaining) amount(s) cannot be collected in full on the relevant payment date in accordance with the relevant payment policy and the reservation. Late payment, wrong bank, debit or credit card details, invalid credit/debit cards or insuffcient funds are at your own risk and account and you shall not be entitled to any refund of any (non-refundable) prepaid amount unless it allows otherwise under its (pre)payment and cancellation policy.

If you wish to review, adjust, or cancel your reservation, please revert to the confirmation email and follow the instructions therein. Please note that you may be charged for your cancellation in accordance with the cancellation, (pre)payment and no-show policy or not be entitled to any repayment of any (pre)paid amount. We recommend that you read the cancellation, (pre)payment and no-show policy carefully prior to making your reservation and remember to make further payments on time as may be required for the relevant reservation.

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