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Guest Policy

Lowest Available Rates

The room rates you’ll find on our website are the lowest rates available. If you find a lower hotel rate anywhere, please contact our Reservations Department.

Guarantee Policy

In order to guarantee your hotel reservation online, an advanced deposit in the amount of one night (room plus tax) may be authorized to your card and charged to your credit card on the day of your arrival or any day before. Your reservation may be cancelled if this charge is declined and alternate method of payment is not provided.

For security purposes, registered guests are required to present the same credit card used for any guarantee deposits at check in. If that credit card is unavailable, or if you elect not to use it, we may choose to refund the original deposit and require a different credit card for the charge.

Credit Card Payments

If you choose to use the same credit card to pay for your stay that was used to make your reservation, you may see two separate charges on your card, depending on how your reservation was made:

1- A charge for the advanced deposit posted on the day your reservation was made,

2- A second charge for the remaining nights posted on your check out date.

Please also note that if you made your reservation through another site (Expedia,, etc.), your incidental charges (resort fee, restaurant or bar charges billed to your room, parking fees, additional amenity/service charges, etc.) may appear as a separate charge.


Cancellations and changes to your stay dates must be made with our Reservations Department 48 hours prior to your date of arrival. Cancellations made with less than 48 hours notice will be charged one night plus tax to your credit card.

Rooms are held for guests until 5pm (EST) on the date following the scheduled arrival date, after which the reservation is cancelled and a no-show charge (one night plus tax) applied to the credit card on file.

Early Departures

Early departures are considered cancellations for unused dates (including the date of departure) and our 48-hour cancellation policy will apply.

Special Event Dates

A minimum length of stay may apply for special events. For more information on minimum stay requirements for a specific event, please contact our Reservation Department.

Extra Beds

Rollaway beds will be provided upon request (subject to availability) for €20 plus tax per day. Limit of one extra bed for rooms with king beds only. Extra beds cannot be provided for rooms with 2 double beds.

Minimum Guest Age

Guests must be 18 years or older to check-in. Guests under 18 years old must be accompanied by a registered adult for the duration of the stay.


Pets are not permitted in the hotel’s public areas or guest rooms, with the exception of documented service animals.


The Sura Hotels are proud to be a smoke-free property. Smoking is prohibited in public areas of the hotel and in guest rooms.