FREQUENTLY ASKED QUESTIONS
LOCATION
What is the nearest International Airport to Grecotel Caramel?
‘’Kazantzakis”” Heraklion International Airport is approximately 75 km away,
and ‘’Daskalogiannis” Chania International Airport is approximately 73 km away.
How far from Rethymno Town is the hotel located?
- To Rethymno Town: 8km (approx. 20 minutes)
What are my transfer options from the airport to the hotel?
Guests staying in Grecotel Caramel can book a private transfer according to their reservation, applicable charges might be occurred.
Reservations department would be pleased to assist. E: [email protected]
What is the weather like in Crete?
Crete falls into two climatic zones, with the largest part of the island falling into the Mediterranean and the south coasts and Gavdos island falling into North African. It has one of the healthiest climates for humans to live in as it is quite humid near the sea, with short mild winters and cool summers. While the far south has subtropical weather during summer, and inland alpine areas of the three major massifs can be as cold as -10°C (14°F) in winter, most of the inhabited areas lie close to the coast, which means mild temperatures.
The average Crete temperature decreases as you travel north. July and August are the warmest months, and January is the coldest month of the year. In summer, the average maximum temperature ranges between 20-30ºC (70-90°F) and in winter between 10-15ºC (50-60°F).
What are the parking options at the hotel?
There is a parking area in the hotel premises as well as a valet service.
What Time Zone is followed in Crete Island?
Greece Time is +2 GMT.
BOOKING & PAYMENT
Will I get the same benefits as mentioned on the website offers, if I book directly with the resort?
You will get the same offers, benefits as well as inclusions as what is mentioned on the website if you prefer to book directly with resort. To contact the resort directly, please send an email to: [email protected] or call: +30 28310 71803.
What is the payment and cancellation policy of the resort?
Pre-payment is required to guarantee reservations. How far ahead the payment is required and how far ahead you can cancel the reservation free of charge will depend on your stay dates and the offer under which you have booked.
How do I pay for my reservation?
Once your reservation is complete, the reservations team will send you a secure online payment link though which you can settle the payment via your credit card. Alternatively, we do accept bank transfers as well.
What are the payment methods while on the island?
Credit card, debit card, and cash payments are accepted. For credit cards, we accept VISA, American Express, MasterCard, Union Pay, Discover, JCB, and Diners Club. Guests must present the same credit card used for the booking, along with a photo ID or passport of the cardholder, upon check-in at the hotel.
Please note, according to legislation, partial or full settlement of invoices exceeding €500 in cash is prohibited. All payments exceeding this amount must be made by credit or debit card, or via bank transfer.
TRANSPORTATION
What is the standard mode of Airport transfer to Grecotel Caramel?
Grecotel Caramel organizes private Transfers for Arrival & Departure from and to the Airports for all guests. The journey will be approximately 90-minutes to access the resort from the Airport.
How can Rethymno Town be reached?
• Taxi order is available 24/7 at the reception (waiting time from 10 - 15 minutes)
• Bus Stop just at the entrance of the hotel
• Rental car/motorbike, available option at the reception
• E-bikes available at the hotel
DINING AND MEAL PLANS
Are all the restaurants operational?
Depending on weather the location may vary, but all departments are operating.
What is included in the Dine Club Half Board meal plan?
an exciting half board dining concept with many options and extra advantages, including credit in selected restaurants in Grecotel Resorts around Rethymno, two free à la carte dinners per week and free dining for kids.
The Dine Club Half Board
BREAKFAST
A stunning variety of choices, ranging from the lavishness of American-style buffet to the elegance of exclusive à la carte options with local delicacies.
LUNCH (in place of dinner)
set menu-no extra charge or à la carte with a 20€ credit allowance per adult & 10€ per child (reservation required)
DINNER
buffet-no extra charge at Main Restaurant or
Choice of participating à la carte restaurants
with credit allowance of 20€ per adult & 10€ per child, reservation required
+ Free 2 à la carte dinners
at a participating restaurant of guests’ preference (once for every 7 nights stay, dedicated menu, reservation required).
or
+ Free one à la carte dinner
at a participating restaurant of guests’ preference (once for every 7 nights stay, dedicated menu, reservation required).
+ Free one dinner at Agreco Farm Taverna
A culinary experience, offering diverse seasonal dishes based on the fruits of the land & the legendary nutritional Cretan cuisine (once for every 7 nights stay, dedicated menu, reservation required).
KIDS GO FREE
Αn ALL IN-Dining experience for children as part of the Dine Club program.
What are the meal options for Children?
Children below 12 years can dine for free at the Tasty Corner Lunch from 12:30-14:00
All Restaurants have available Kids Menus. Children aged over 12 years old are considered as adults.
Do you have Baby food meal plan?
0-1 toddlers will have arranged their baby food as you wish. Please contact the Restaurant Manager or the reception to order in advance. Our staff is happy to lend a hand with warming baby bottles or baby food.
Do we need to book the restaurants in advance?
It is recommended to book for the a la carte restaurants to ensure the availability.
Can we book restaurants prior to arrival?
If your stay is in Grecotel Caramel, you can book the restaurants within 10-15 days prior your arrival either through our Grecotel App or by contacting our Guests Services Team via email or our WhatsApp Concierge which will be found through our Grecotel App.
Is there any dress code for the Restaurants?
We follow a resort-casual dress code during dinner time at all our restaurants.
Swimwear and flip-flops are discouraged at all our restaurants.
Can we arrange a Private Dinner?
We can arrange Private Dinners on different picturesque locations and with beautiful set ups.
ACCOMMODATION
What are the Check-In and Check-out Hours?
Check-out: 11 AM
Check-in: 3 PM
What should I have with me upon the check in?
Your ID card or Passport and the credit card you have used to book your reservation.
Is it possible to enter my room prior to check-in?
If the room is unoccupied, the hotel may approve earlier entrance. However, if you are planning to arrive early in the morning and you want to ensure that the room is ready, we suggest that you book an additional overnight prior to your arrival.
May I use the Hotel’s Facilities before my check-in or after my check-out?
All the Hotel’s Facilities are available to Grecotel Caramel guests to be used by the time you arrive in the hotel.
If I arrive before my check-in time, can I drop my bag somewhere?
Caramel provides you a luggage room where you can store your luggage.
Is it possible to have a confirmed late check out?
A day before your departure a late check out may be confirmed at the reception. There are different options with applicable charges to choose according to the availability the resort shall have. However, if you are planning to depart rather late and you want to ensure that the room would be possible to be kept, we suggest that you book in advance an overnight with your reservation.
What is the environmental tax am I obligated to pay it?
An environmental fee, defined as Climate Crisis Resilience Fee, of €10,00 per room per night is applicable by law, payable by the guest directly at the hotel upon check out.
Can we have twin beds ?
Yes, the king size bed can be separated in 2 twin beds upon request. Kindly inform us about your wish prior your arrival.
Is there coffee in the room?
All rooms are equipped with Coffee Facilities, Nespresso coffee machine and pods (2 pods complimentary daily, daily replenishment).
What is the size of the extra bed?
All our extra beds are 78 inches (200 cm) in length and 35 inches (90 cm) in width and can accommodate an extra person should the room occupancy allows to be accommodated.
Can you confirm a certain room number or location?
A request can be made once the reservation is confirmed. We shall do our utmost to accommodate the request as per availability.
Does the hotel provide Iron & Ironing board in the room?
Iron and ironing boards are available for our guests and can be delivered in their room for a limited length of time for security reasons.
Ironing Service is also available with an extra charge.
Is there a safety deposit box in the room?
All room types offer a safety deposit box.
What plug adapter do I need to bring with?
The power plugs and sockets in the hotel are of type C. Type C consists of two round parallel pins while the wall plug has two holes where it is connected, the standard voltage is 220 V.
Is there an exchange office at the reception desk?
No, you may exchange cash notes at the airport in Euros.
Is there an ATM machine in the hotel premises?
There is an ATM machine located opposite of the hotel.
Is the hotel accessible to Mobility Impaired Guests?
Not all departments are accessible to guests in wheelchairs.
Are pets allowed in the hotel?
Small pets (dogs) up to 8kg are permitted in certain Villas with their own private garden, terms and conditions are applied the resort must be contacted in advance.
WELLNESS
Do we have to book the wellness in advance?
It is recommended to book Wellness Center treatments in advance to guarantee the preferred timing.
Do you have a gym?
We have a very well-equipped gym.
Do you have a medical facility nearby?
We do have a public hospital, a medical center just 100 meters from the hotel, along with an assigned 24/7 on call Resort doctor.
Is the hotels’ pool heated?
The hotels’ pool is not heated, the water temperature depends on the weather.
Do you provide beach towels?
In your room, along the pool and beach area we have at your disposal free of charge beach towels.
KIDS CLUB
Do you have a kid’s club?
We have a Children’s creative and educational facility called Grecoland.
What age is allowed in the kid’s club?
Children between ages of 04 – 12 years old will have complimentary access to the Grecoland kids club. Children who are 3-years old and below will also have access to the Grecoland kids club with the presence of a parent or a guardian. Alternatively, babysitting service can be booked for children who are 3-years old and below.
Is it possible to book babysitting service?
Babysitting service can be booked with the below prices and terms and conditions.
Prices :
• 20 euros per hour for 1 child until 22.00
• 25 euros per hour for 1 child after 22.00
• 30 euros per hour for 2 children until 22.00
• 35 euros per hour for 2 children after 22.00
• Guests are required to book baby-sitting services 24-hours in advance, and they may do so via the Guest Services Team.
• All bookings are for a minimum of 1 hour.
• If baby-sitting services are required for more than 3 hours, the babysitter can avail one meal which will be charged to the guest.
• For children below the age of 2, we allow one babysitter per child and for children above the age of 2 years, 2 children per babysitter at a time.
• Each babysitter is assigned to a single room/villa.
• Rates and taxes are subject to change without prior notice.
• The babysitter is chosen on best availability. We are not able to guarantee any specific requests such as gender, language or a specific Teammate. Teammates from Grecoland are available for babysitting duties outside of operational hours.
ACTIVITIES
What Types of Water Sports Activities do you have?
Professional motorized Watersports, Sailing, Waterskiing, Pedal Boats, Canoes, Banana & Rings, Wakeboard
Are there diving spots near Grecotel Caramel?
A PADI diving center with children, teenager and adult lessons, excursions and motorized watersports is located nearby the hotel.
What is the nearest International Airport to Grecotel Caramel?
‘’Kazantzakis”” Heraklion International Airport is approximately 75 km away,
and ‘’Daskalogiannis” Chania International Airport is approximately 73 km away.
How far from Rethymno Town is the hotel located?
- To Rethymno Town: 8km (approx. 20 minutes)
What are my transfer options from the airport to the hotel?
Guests staying in Grecotel Caramel can book a private transfer according to their reservation, applicable charges might be occurred.
Reservations department would be pleased to assist. E: [email protected]
What is the weather like in Crete?
Crete falls into two climatic zones, with the largest part of the island falling into the Mediterranean and the south coasts and Gavdos island falling into North African. It has one of the healthiest climates for humans to live in as it is quite humid near the sea, with short mild winters and cool summers. While the far south has subtropical weather during summer, and inland alpine areas of the three major massifs can be as cold as -10°C (14°F) in winter, most of the inhabited areas lie close to the coast, which means mild temperatures.
The average Crete temperature decreases as you travel north. July and August are the warmest months, and January is the coldest month of the year. In summer, the average maximum temperature ranges between 20-30ºC (70-90°F) and in winter between 10-15ºC (50-60°F).
What are the parking options at the hotel?
There is a parking area in the hotel premises as well as a valet service.
What Time Zone is followed in Crete Island?
Greece Time is +2 GMT.
BOOKING & PAYMENT
Will I get the same benefits as mentioned on the website offers, if I book directly with the resort?
You will get the same offers, benefits as well as inclusions as what is mentioned on the website if you prefer to book directly with resort. To contact the resort directly, please send an email to: [email protected] or call: +30 28310 71803.
What is the payment and cancellation policy of the resort?
Pre-payment is required to guarantee reservations. How far ahead the payment is required and how far ahead you can cancel the reservation free of charge will depend on your stay dates and the offer under which you have booked.
How do I pay for my reservation?
Once your reservation is complete, the reservations team will send you a secure online payment link though which you can settle the payment via your credit card. Alternatively, we do accept bank transfers as well.
What are the payment methods while on the island?
Credit card, debit card, and cash payments are accepted. For credit cards, we accept VISA, American Express, MasterCard, Union Pay, Discover, JCB, and Diners Club. Guests must present the same credit card used for the booking, along with a photo ID or passport of the cardholder, upon check-in at the hotel.
Please note, according to legislation, partial or full settlement of invoices exceeding €500 in cash is prohibited. All payments exceeding this amount must be made by credit or debit card, or via bank transfer.
TRANSPORTATION
What is the standard mode of Airport transfer to Grecotel Caramel?
Grecotel Caramel organizes private Transfers for Arrival & Departure from and to the Airports for all guests. The journey will be approximately 90-minutes to access the resort from the Airport.
How can Rethymno Town be reached?
• Taxi order is available 24/7 at the reception (waiting time from 10 - 15 minutes)
• Bus Stop just at the entrance of the hotel
• Rental car/motorbike, available option at the reception
• E-bikes available at the hotel
DINING AND MEAL PLANS
Are all the restaurants operational?
Depending on weather the location may vary, but all departments are operating.
What is included in the Dine Club Half Board meal plan?
an exciting half board dining concept with many options and extra advantages, including credit in selected restaurants in Grecotel Resorts around Rethymno, two free à la carte dinners per week and free dining for kids.
The Dine Club Half Board
BREAKFAST
A stunning variety of choices, ranging from the lavishness of American-style buffet to the elegance of exclusive à la carte options with local delicacies.
LUNCH (in place of dinner)
set menu-no extra charge or à la carte with a 20€ credit allowance per adult & 10€ per child (reservation required)
DINNER
buffet-no extra charge at Main Restaurant or
Choice of participating à la carte restaurants
with credit allowance of 20€ per adult & 10€ per child, reservation required
+ Free 2 à la carte dinners
at a participating restaurant of guests’ preference (once for every 7 nights stay, dedicated menu, reservation required).
or
+ Free one à la carte dinner
at a participating restaurant of guests’ preference (once for every 7 nights stay, dedicated menu, reservation required).
+ Free one dinner at Agreco Farm Taverna
A culinary experience, offering diverse seasonal dishes based on the fruits of the land & the legendary nutritional Cretan cuisine (once for every 7 nights stay, dedicated menu, reservation required).
KIDS GO FREE
Αn ALL IN-Dining experience for children as part of the Dine Club program.
What are the meal options for Children?
Children below 12 years can dine for free at the Tasty Corner Lunch from 12:30-14:00
All Restaurants have available Kids Menus. Children aged over 12 years old are considered as adults.
Do you have Baby food meal plan?
0-1 toddlers will have arranged their baby food as you wish. Please contact the Restaurant Manager or the reception to order in advance. Our staff is happy to lend a hand with warming baby bottles or baby food.
Do we need to book the restaurants in advance?
It is recommended to book for the a la carte restaurants to ensure the availability.
Can we book restaurants prior to arrival?
If your stay is in Grecotel Caramel, you can book the restaurants within 10-15 days prior your arrival either through our Grecotel App or by contacting our Guests Services Team via email or our WhatsApp Concierge which will be found through our Grecotel App.
Is there any dress code for the Restaurants?
We follow a resort-casual dress code during dinner time at all our restaurants.
Swimwear and flip-flops are discouraged at all our restaurants.
Can we arrange a Private Dinner?
We can arrange Private Dinners on different picturesque locations and with beautiful set ups.
ACCOMMODATION
What are the Check-In and Check-out Hours?
Check-out: 11 AM
Check-in: 3 PM
What should I have with me upon the check in?
Your ID card or Passport and the credit card you have used to book your reservation.
Is it possible to enter my room prior to check-in?
If the room is unoccupied, the hotel may approve earlier entrance. However, if you are planning to arrive early in the morning and you want to ensure that the room is ready, we suggest that you book an additional overnight prior to your arrival.
May I use the Hotel’s Facilities before my check-in or after my check-out?
All the Hotel’s Facilities are available to Grecotel Caramel guests to be used by the time you arrive in the hotel.
If I arrive before my check-in time, can I drop my bag somewhere?
Caramel provides you a luggage room where you can store your luggage.
Is it possible to have a confirmed late check out?
A day before your departure a late check out may be confirmed at the reception. There are different options with applicable charges to choose according to the availability the resort shall have. However, if you are planning to depart rather late and you want to ensure that the room would be possible to be kept, we suggest that you book in advance an overnight with your reservation.
What is the environmental tax am I obligated to pay it?
An environmental fee, defined as Climate Crisis Resilience Fee, of €10,00 per room per night is applicable by law, payable by the guest directly at the hotel upon check out.
Can we have twin beds ?
Yes, the king size bed can be separated in 2 twin beds upon request. Kindly inform us about your wish prior your arrival.
Is there coffee in the room?
All rooms are equipped with Coffee Facilities, Nespresso coffee machine and pods (2 pods complimentary daily, daily replenishment).
What is the size of the extra bed?
All our extra beds are 78 inches (200 cm) in length and 35 inches (90 cm) in width and can accommodate an extra person should the room occupancy allows to be accommodated.
Can you confirm a certain room number or location?
A request can be made once the reservation is confirmed. We shall do our utmost to accommodate the request as per availability.
Does the hotel provide Iron & Ironing board in the room?
Iron and ironing boards are available for our guests and can be delivered in their room for a limited length of time for security reasons.
Ironing Service is also available with an extra charge.
Is there a safety deposit box in the room?
All room types offer a safety deposit box.
What plug adapter do I need to bring with?
The power plugs and sockets in the hotel are of type C. Type C consists of two round parallel pins while the wall plug has two holes where it is connected, the standard voltage is 220 V.
Is there an exchange office at the reception desk?
No, you may exchange cash notes at the airport in Euros.
Is there an ATM machine in the hotel premises?
There is an ATM machine located opposite of the hotel.
Is the hotel accessible to Mobility Impaired Guests?
Not all departments are accessible to guests in wheelchairs.
Are pets allowed in the hotel?
Small pets (dogs) up to 8kg are permitted in certain Villas with their own private garden, terms and conditions are applied the resort must be contacted in advance.
WELLNESS
Do we have to book the wellness in advance?
It is recommended to book Wellness Center treatments in advance to guarantee the preferred timing.
Do you have a gym?
We have a very well-equipped gym.
Do you have a medical facility nearby?
We do have a public hospital, a medical center just 100 meters from the hotel, along with an assigned 24/7 on call Resort doctor.
Is the hotels’ pool heated?
The hotels’ pool is not heated, the water temperature depends on the weather.
Do you provide beach towels?
In your room, along the pool and beach area we have at your disposal free of charge beach towels.
KIDS CLUB
Do you have a kid’s club?
We have a Children’s creative and educational facility called Grecoland.
What age is allowed in the kid’s club?
Children between ages of 04 – 12 years old will have complimentary access to the Grecoland kids club. Children who are 3-years old and below will also have access to the Grecoland kids club with the presence of a parent or a guardian. Alternatively, babysitting service can be booked for children who are 3-years old and below.
Is it possible to book babysitting service?
Babysitting service can be booked with the below prices and terms and conditions.
Prices :
• 20 euros per hour for 1 child until 22.00
• 25 euros per hour for 1 child after 22.00
• 30 euros per hour for 2 children until 22.00
• 35 euros per hour for 2 children after 22.00
• Guests are required to book baby-sitting services 24-hours in advance, and they may do so via the Guest Services Team.
• All bookings are for a minimum of 1 hour.
• If baby-sitting services are required for more than 3 hours, the babysitter can avail one meal which will be charged to the guest.
• For children below the age of 2, we allow one babysitter per child and for children above the age of 2 years, 2 children per babysitter at a time.
• Each babysitter is assigned to a single room/villa.
• Rates and taxes are subject to change without prior notice.
• The babysitter is chosen on best availability. We are not able to guarantee any specific requests such as gender, language or a specific Teammate. Teammates from Grecoland are available for babysitting duties outside of operational hours.
ACTIVITIES
What Types of Water Sports Activities do you have?
Professional motorized Watersports, Sailing, Waterskiing, Pedal Boats, Canoes, Banana & Rings, Wakeboard
Are there diving spots near Grecotel Caramel?
A PADI diving center with children, teenager and adult lessons, excursions and motorized watersports is located nearby the hotel.