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FAQ

From experience we know that customers may have many questions when they make a reservation. We have created a comprehensive list of the important frequently asked questions (FAQ) and their answers.

Our FAQ's are accessible from the homepage as well as from all other pages. Please take some time to read the FAQ before contacting us.

If you cannot find the information you need in our FAQ list, or you want to send us your feedback, we suggest you sending an email to customerservice@go-cielo.com This is by far the easiest and best way to contact us, and email can quickly be sent to the right person which gives us the opportunity to handle your request properly and personally.

Should you not be able to send us an email, you can also contact us by phone on +34 977 37 13 87.

Please do not hesitate to contact us, we will be pleased to assist you!

A. Cielo General

1. Who is Cielo?

Cielo is a Spanish tour operator, which offers more than 25000 hotels in Spain and worldwide. Being Spanish we can offer you great deals for hotels in Spain.

2. Cielo makes the reservations and I play upon arrival?

No, Cielo makes the room reservation and will charge you for it. In this way you will only have to show the voucher, which we will send you by mail, when arriving at the hotel. All other services like minibar, extra meals, drinks and extra services not included in the sale/purchase contract you have with Cielo, are to be paid to the hotel directly.

B. Cielo search for hotels

1. How do I find a hotel room in Spain?

Just answer the question on our home page 1) where do you want to go? 2) When do you want to go? and 3) how many people are going? 4) select a Search options And click on submit.

2. What is search accommodation in Spain?

You already know what kind of hotel you are looking for in Spain, then click on one of the links and we will take you to a page, which will allow you to look for hotels matching this criteria.

3. How do I find a hotel room NOT in Spain?

Click on the link hotels worldwide and Cielo will take you to a page where you can start a search for hotels not based in Spain.

Just answer the question on our home page 1) where do you want to go? 2) When do you want to go? and 3) how many people are going? 4) select a Search options And click on submit.

Then next screen that appears will list all hotels in the area youve selected and will give you a price if they are available.

C. Room types

1. What room types are being offered?

Twin room
Contains two single beds in the same room. Suitable for two people.

Double room
Contains one double bed. Suitable for two people.

Single room
Contains one single bed. Suitable for one person.

Triple room
Contains twin or double bed/s + extra bed, or two double beds. Most hotels do not have one full size bed for each guest in their triple rooms.

Twin/ double room for sole use
Contains two single beds or one double bed in the same room, to be occupied by one person.

Quad room
Contains two double beds or four beds in a room suitable for accommodating four adults.

2. Do all hotels have extra beds?

It depends on the hotel and we therefore, recommend reading the hotel fact sheet.

D. Price

1. Are the rates on your website per person or per room?

All rates on the Cielo website are on a per room per night bases, unless stated differently.

2. What is included in the price?

On the search results page and booking summary page you can find all services included in the price.

3. Are taxes included in the room rates?

Taxes are included in the room rates, unless stated differently.

E. Cielo booking and confirmation process.

1. How do I book?

Once you have reached the search results, you will find all available hotels matching your search criteria with their corresponding total price.

Click on book and we will show you a booking summary. You can refine your booking or proceed to payment.

Enter your personal details on the booking form, including credit card information. After reviewing and accepting the terms and conditions click the confirm button.

2. When is my booking confirmed?

Cielo is a live booking engine. This means that all bookings are confirmed the moment you click on the finalise button on the booking form.

A confirmation of booking will be emailed to you promptly. When you receive the email, you will see that you have a voucher and an invoice. The voucher is the document to present in the hotel and the invoice for you to keep.

3. I have booked a hotel but I did not receive a confirmation by email. What do I have to do?

When you make a booking, please check your email address. If you do not receive an email after you have completed the booking, it might be because your mailbox is full, your spam filter settings are too strict or you did not spell your email address correctly. If you do not receive an email after you have made a booking, please send an email to customerservice@go-cielo.com.

E. Cancellations and modifications

1. What is your cancellation policy?

Notice period

Charges

0-72 hours

The charge for the first nights accommodation

72hrs - 1 week

The lesser of a) 40.00 or b) the charge for the first nights accommodation

1 week - 3 months

The lesser of a) 20.00 or b) the charge for the first nights accommodation

More than 3months No charges

For more detailed information please see terms and conditions.

2. How do I cancel a reservation?

All cancellations requests need to be send in writing by email to customerservice@go-cielo.com , with subject cancel reservation + booking number (e.g. MOSA000) or by post to Street: C./ Marcos Redondo 22, Building: Edificio Maldivas, Office: 1-1, PC: 43481,La Pineda, Tarragona, Spain.

3. Can I modify a reservation?

Yes you can, All modification requests need to be send in writing by email to customerservice@go-cielo.com, with subject modification reservation + booking number (e.g. MOSA000) or by post to Street: C./ Marcos Redondo 22, Building: Edificio Maldivas, Office: 1-1, PC: 43481,La Pineda, Tarragona, Spain.

Any changes or modifications for dates of stay falling within a Special Event period will be treated as cancellations and will incur charges as above. The only exceptions to this will be where additional rooms/beds/cots/nights are added to existing confirmed rooms or nights.

F. Credit/debit card payments

1. Is it safe to use my credit-debit card?

Your credit/ debit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Verisign has issued our SSL certificate. We also use a firewall, which protects our servers and network against unauthorized access.

2. Which credit-debit cards can I use?

VISA, MASTER CARD, AMERICAN EXPRESS

3. My credit-debit card number is correct, but I cannot use it on Cielo. why not?

Cielo does not work with your credit card company. The expiration date on your card is prior to the reservation date. You have reached your credit limit. Please, contact your bank.

If there is an error on the home page, please send a mail to operations@go-cielo.com.

G. Miscellaneous

1. What is an aparthotel?

How do I make a group booking?

For group bookings, please send us an email to groups@go-cielo.com or call us at +34 977 37 13 87.