TRAVEL ADVISORY - COVID19
At Room Mate Hotels, we have always thought that people are at the center and that is why health and well-being are our priority. Due to the exceptional situation we are currently living and the recommendations from the authorities, some of our hotels have been temporarily closed, looking forward to your next visit.
As a company committed to all of our clients and keeping in mind that one of our objectives is to keep our commitment and your peace of mind, we would like to share with you some of the measures we have taken to manage those bookings affected by this contingency.
It is important to remember that these measures will apply to bookings in which date of stay coincides with the hotel's temporary closing period.
Bookings made through direct channels:
( www.room-matehotels.com, call center or the hotel)
We offer you two options, regardless of whether your booking is refundable or non-refundable, so that you can choose the one that best suits your needs:
- Option A: You have the option to keep the deposit of your booking until February 28, 2021, which must be redeemed for the same hotel where the reservation was made. For this, we kindly ask you to write a message with your booking details to the email address of the hotel that you will find by clicking here.
- Option B: You can receive a full refund. If your booking was made through our website, you can cancel it directly by clicking on the link you will find in the footer of the email you received with the purchase confirmation in the "Manage Reservation" section. If you booked over our call center or any other direct channel, you can contact us to assist you, just remember that the requests will be processed by Check-In date. You will receive a reply as soon as possible.
IMPORTANT: The option B applies only during the period in which the hotels are closed. Not applicable in the hotels Room Mate Aitana and Room Mate Bruno which remain open.
Bookings from travel agencies or other online booking platform:
If you have a reservation made through a third party, we request that you contact them directly so they can help you.
Bookings for groups and events:
Our staff is working every day to contact all affected customers and offer them a solution. If you need urgent assistance, you can write to the hotel or directly with the person who did send your confirmation.
FREE CANCELLATION POLICY, NOW MORE FLEXIBLE THAN EVER
Also, we would like to remind you that we have modified our cancellation policy for FLEXIBLE rates so you can make your hotel reservation without any worries. This means that you can make your booking and will be allowed to cancel your reservation for free until 6pm on the day of arrival. This policy applies for bookings made by May 31st, 2020 only..
SUPPORTING OUR COMMUNITY
We know that the current times are not easy. First of all, we would like to thank you personally for choosing us to enjoy in any of our hotels. THANKS.
Likewise, we send all our love, the best of our smiles and a huge "see you soon" to all those who have been affected by COVID - 19. Not forgetting, all those who actively work to end this issue.
Understanding adversity, at Room Mate Hotels we have offered our hotels in Madrid to the health authorities so that they can rest after long days taking care of all of us. Furthermore, our hotels in New York, Barcelona and Malaga are also being offered to the different authorities. Because together, we are invincible.
We are looking forward to seeing you soon, with your bags packed with excitement, joy and enthusiasm to travel the world. Fill our mirrors with messages that make you vibrate. Make you feel like a friend's house even though you haven’t been for a long time.
We promise that our reunion will be unforgettable.
Any information published in this website is subject to changes since it depends by the regulations that each government updates.