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Summer 2020 FAQs

In the current climate especially, the wellbeing of all our guests and staff comes first so just like many businesses across the world we have had to make changes to our hotel, venue and our events programme to keep everyone as safe and comfortable as possible. 

Find answers to our most frequently asked Summer 2020 questions. These will be reviewed daily as information changes.

Hotel Guests

I have a booking Between August & September, what is the situation with my booking? caret-down

If you have a hotel reservation that you booked directly with us before July 9th for July-September and haven’t received an email from us on either June 1st or July 9th, then please just drop us a line at hotelsales@ibizarocks.com and we will get back to you very quickly. If you booked via another operator, such as On The Beach, Jet2, Booking.com, HotelBeds.com or Expedia then you will need to contact them directly.

WHAT SAFETY MEASURES HAVE YOU IMPLEMENTED AT IBIZA ROCKS FOLLOWING COVID-19? caret-down

The Health & Safety of all of our customers and employees is of paramount importance to us.¬†That is why we have implemented a¬†number of wide-ranging measures¬†to ensure the highest level of hygiene & safety in & across the hotel & venue.¬†A summary of these can be found here¬†https://www.ibizarocks.com/stories/safety-first/¬†but please do not hesitate to ask us if you have any questions/queries at all ‚Ästhotelsales@ibizarocks.com

What is taking place at the hotel? caret-down

To keep the summer alive we have launched a brand new series of Poolside Sessions bringing you a music led experience we thought would be impossible a couple of months ago.

With Resident DJs, live performances, special guests, delicious cocktails and mouthwatering food. Our all new adapted programme of poolside sessions are here to deliver the perfect summer soundtrack to days spent by our sun-kissed pool

Find Out More

Do I have entry to the Poolside Sessions included in my booking? caret-down

For the safety of all of our customers, the event venue will have a strict booking process so as we can safely manage numbers to fully adhere to the local regulations on capacity and social distancing. This means the normal ‚ÄėGeneral Admission‚Äô event tickets included in your stay are no longer available and everyone must be allocated a seat.

However, exclusively for Hotel Guests we have created some brand new access options for all group sizes so you can join us poolside every day of your stay.

Find Out More

Do I need to book a space for Poolside Sessions in advance? caret-down

Yes to guarantee entry to any of our Poolside Sessions you will need to reserve a space in advance.

Will I receive anything back for the change of events programme and new venue management system? caret-down

Yes, if you have a booking with us for either August or September then follow the instructions in the email you will have received from us for all the details. Any questions, then please drop us an email at hotelsales@ibizarocks.com

If I want to cancel my booking, can I? caret-down

If you (and your friends) have made the decision that you want to cancel your booking for this summer, then you can do so by sending us an email ‚Ästhotelsales@ibizarocks.com. Please note that your cancellation will be subject to our normal¬†booking T&C‚Äôs

If I choose to cancel can I receive a refund of my deposit? caret-down

In line with our terms and conditions, deposits are non-refundable. If you have had issues with your airline and they have cancelled your flight, you might want to reach out to your travel insurance company to see if you can claim your non-refundable deposit on your insurance policy

If I choose to cancel is my balance payment refundable if I have paid in full? caret-down

As long as your cancellation is¬†outside¬†of 14 days before your booked arrival date, your balance is refundable in line with our refund T&C‚Äôs ‚Ästhttps://www.ibizarocks.com/travel-terms/

Can I move my booking to another date? caret-down

Yes, if you wish to change your booking to another date in 2020 then simply email hotelsales@ibizarocks.com and we will look at alternative options for you, but an amendment fee may apply as per our normal terms & conditions.

When is my balance due? caret-down

The card that you made the reservation with will be charged for the balance remaining on your booking 48 hours before you are due to arrive; but will also send you a reminder too on email before we take the balance payment.

What happens to my booking if my flight operator cancels my flight? caret-down

Again, we always recommend that you procure travel insurance and it would be your insurance that you would need to contact if this was indeed the case. Your airline may offer you an alternative date(s) and if this is was to be the case, then please contact us at hotelsales@ibizarocks.com as we will look to amend your booking where possible.

I have a booking with Jet2 and I have seen they have cancelled all flights until 30th June. What do I need to do? caret-down

If you have a package with Jet2, then you will need to contact Jet2 to discuss what options are available to you. If you have a flight with Jet2 and a hotel booking direct with us, then please liaise with Jet2 to see if you can amend the date of your flight. We are happy to amend your booking free of charge to another date, carrying over your deposit to that date too (either in 2020 or 2021).

If I choose still to come to Ibiza, will all the other big clubs and events be open? caret-down

Ocean Beach started operating from July 1st onwards.  We are aware that night clubs are not allowed to operate this summer, but please do also check with them for 100% clarity.

Venue, Events and Tickets

How is the venue different this year? caret-down

For summer 2020 our open-air venue has been carefully redesigned with a range of socially distanced Day Beds so that you and your crew can feel safe and have fun comfortably in your own space whilst enjoying our brand new programme Poolside Sessions.

Find Out More

Are the Pool Parties you had listed still happening? caret-down

Although we have tried every route possible to keep them we have sadly had to switch up the majority of our planned summer pool party programme. 
But, to keep the summer alive w
e have launched a brand new series of Poolside Sessions bringing you a music led experience we thought would be impossible a couple of months ago.

See What’s On

Can I come to a Poolside Session if i'm not a Hotel Guest? caret-down

Yes! Day bed, sofa and table options are now available to book for all of our daily Poolside Sessions

Find Out More

Will there be any tickets on sale? caret-down

No for all our new Poolside Session our normal ‚ÄėGeneral Admission‚Äô event tickets are no longer available and to attend an event everyone must be allocated a seat with a daybed, sofa or table booking.

What about my existing tickets? caret-down

If your event has changed you should have received an email from us with options to transfer your existing tickets to either a Poolside Session for this summer, a flexible voucher for Summer 2021 or to apply for a refund. Refunds may take up to 80 days to process.

If you haven’t received an email please contact our events team on concierge@ibizarocks.com

What about my existing Elevated Day Bed, Sofa or Table booking? caret-down

If your event has changed you should have received an email from us with options to transfer your existing reservation to either a Poolside Session for this summer, a flexible voucher for Summer 2021 or to apply for a refund. Refunds may take up to 80 days to process.

If you haven’t received an email please contact our events team on concierge@ibizarocks.com

What events will be on in 2021? caret-down

We are hoping to confirm our 2021 events soon. We will contact all those who want to keep their ticket for 2021 as soon as possible once confirmed please keep an eye put for announcements via our social media pages.

If I choose to transfer my ticket to a Flexible Voucher for 2021 are all events available? caret-down

With the Flexible Voucher all our Pool Party events and residencies will be available for you to choose from. However, certain one off dates and festivals will not be available.

Please bear in mind that the original ticket type you booked  will remain the same.

For Your Safety

What measures are you putting in to keep customers safe? caret-down

Your safety is our top priority so this summer we’ve put a wide range of extra measures in place in our venue to keep you and all our staff as comfortable and safe as we possibly can.

We have partnered with¬†SGS, the world‚Äôs leading inspection, verification, testing and certification company who are working closely with us to¬†obtain the ‚ÄúSafe Tourism Certified‚ÄĚ certification from the ICTE (Spanish Tourist¬†Quality Institute) in our Hotel & Venue.

Be assured that with these measures Ibiza Rocks Hotel and Ibiza Rocks Venue are following all the protocols as set out Spanish public health authority and have a contingency plan in place in case of any infections.

Read More

Do I have to wear a facemask? caret-down

In Spain it is currently mandatory to wear a face mask in public. The police have the power to enforce fines of up to ‚ā¨100 for non-use. There are exceptions around eating & drinking and in certain spaces like the beach for example.

Inside the Hotel you are required to wear a mask when moving around passing through corridors, reception and any other public areas but not if you are eating/drinking in our venue.

Please ensure you bring a mask with you we will have some additional ones at Reception should you need one. Our team can answer any questions on arrival, or if you would like to in advance send us an email to customerservice@ibizarockshotel.com

Is social distancing in operation? caret-down

In Spain it is necessary to keep a 1.5 metre distance from other groups.

Please refrain from standing up and moving around too much as this is considered as a risk in these current times so we urge you to remain seated at your beds as much as you can.

Can I go in the pool? caret-down

Yes although there may be some restrictions to help with social distancing

Will the bars be open? caret-down

To ensure and adhere to strict social distancing measures, our bars will not be accessible to customers as we will be operating tables, bed & sofa service only.