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Frequently Asked Questions

Making or Changing a Hotel Booking

Find answers to our most frequently asked questions regarding a hotel booking. Not found what you were looking for? Find our contact details below.

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How do I book into the Hotel through Ibiza Rocks? caret-down

At you’ll always find the best room prices for Summer 2022.

All availability and prices for our Hotel Rooms can be viewed in the fastest way by clicking “BOOK NOW” in the top right corner of the site and following the steps in our booking form. There you can compare prices of our different room options (from our basic room to a room in the heart of the action) and add any extras (such as breakfast, Spa & Prosecco) to view a total price.

Once you have completed a payment (deposit or full amount) a confirmation email and receipt will be sent to you from our booking system (which is called Mews), to confirm your booking has been made.”

Can I pay the full amount up front? caret-down

Yes, absolutely! Choose our brand new Full Prepayment Rate when you book. Pay in full and you’ll unlock extra flexibility, perks and discounts. Find out more here. Please note this rate is non-refundable.

Do I have to pay in full today? caret-down

No if you need payment flexibility then choose our Rocks Deposit Plan where all we need is just a 20% deposit (of the total price) to confirm your Hotel booking. The remaining balance will need to be paid in full anytime up until 14 days before your check in date.

Please note that if you are making a booking within 14 days before arrival, the full balance will need to be paid.

How do I pay off the rest of my booking? caret-down

Easy, you can either pay your remaining balance in full or in stages by speaking to our Hotel Sales Team. Catch them via Email on or via Facebook or call us on 0207 952 2919 to pay your remaining balance. You’ll just need your booking confirmation number handy and let our team know how much you would like to pay off.

Can someone else in my group make a payment? caret-down

Yes they can. If you are looking to use a new credit/debit card to make the payment (not the same card you used to make the deposit), all you need to do is contact our Customer Support Team via Email on or by Telephone on 0207 952 2919. We’ll need you to confirm the booking cofirmation number and the lead guest email address in order to make the payment, and add them as a customer onto the booking.

Can I pay for my Hotel room in £ (Sterling)? caret-down

Being based out in Ibiza we price all our hotel stays in Euros. The GBP amount shown on our website booking form is an INDICATIVE figure based on an average exchange rate at the time of booking.

I am having difficulty making a payment for my booking caret-down

If you are having trouble making a payment for your reservation in any way then please speak to our Customer Support Team and they will be happy to help.

Can I book flights/transfers through you? caret-down

We only offer accommodation but we recommend that you use flight comparison for flights and HolidayTaxis for transfers.

Can I book travel insurance through you? caret-down

We do not provide Travel Insurance ourselves but recommend you use

How long before my passport expires can I travel? caret-down

All countries in the European Union (which includes Ibiza) require that your passport is valid for at least three months after the day you leave. HM Passport Office recommend that on the day you travel you have at least 6 months left on your passport.


How do I make a change to my booking? caret-down

Any changes to a reservation must be made by the lead guest through our Customer Support Team via Email on

Please note that if you’re wishing to add guests to your current room – we cannot exceed the stated room capacity, we will however offer advice on accommodating the additional guests. This may mean adding another room to your booking.

Is there a charge for making a change to my booking? caret-down

If you have booked the Full Prepayment Rate there is no amendment fee for any changes made to a reservation.

If you have booked the Rocks Deposit Plan you are entitled to one ‘free of amendment charge’ change your reservation 28 days before travelling. There is a €30 amendment charge for all other changes to your booking. This can be added to the balance owed.

How do I pay for any extras I add on? caret-down

If you add any extras after your initial booking the cost will simply be added to your balance. If you have paid in full, or are travelling within 14 days you will just need to pay at the time of adding your extras. This can be done easily by contacting the Customer Support Team.

How do I change a booking made with a tour operator? caret-down

If you need to make a change to a booking not made on you should first speak directly with your booking agent for a quote as they hold your payment and details.

If the agent cannot assist you, or you are checking in within 48 hours please contact the hotel or email including your full name, booking reference and details of the change and the team will do their best to accommodate you if possible, you may be required to pay a supplement on check in.

Please note cancellations or removal of guests must be done through your agent.

How do I cancel my booking? caret-down

If you need to cancel your booking for any reason then we do need you to put it in writing from the email address used at the time of booking and sent to Any refunds on cancelled bookings will be subject to our cancellation policy listed in our Terms and Conditions.

If I cancel my Hotel booking do I get a refund? caret-down

If you really do need to cancel, then we strongly advise you keep a note of 14 days before your check in date in mind.

As per our Hotel terms and conditions If you need to cancel your booking and you are more than 14 days from your check in date, then you would just lose any deposit you have paid. If you cancel less than 14 days from your check in date then unfortunately you wouldn’t receive any refund.

What happens to my booking if I can’t travel due to COVID? caret-down

In the unfortunate event that you are unable to travel due to Covid, but the hotel is open and the event(s) are operating as planned, then our team will help you to move your booking to a future date in the same year.

If no other date works for you, then we would look to issue you with a flexible voucher equal to what you have paid for your trip so that you can join us the next summer.

What happens to my booking if you have to cancel my booking due to COVID? caret-down

In the unlikely event that the spanish government impose restrictions that mean we are unable to accept your booking then our team will help to move you to a future date in the same year.

If no other date works for you, then we would process a full refund as per our terms and conditions

Contact Us

Need a quick answer about bookings, events, upgrades, the best deals or simply some local island info? Our Sales Team are here to help.

PHONE: 0207 952 2919

Ibiza Rocks Hotel
Carrer de Cervantes, 27, 07820
Sant Antoni de Portmany,
Illes Balears, Spain
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