Make and / or Cancel
Issues related to the benefits of booking online; how to make a reservation on our website; make a special request; book a room with reduced accessibility; cancellation and changes to reservations as well as cancellation policies.
To make a reservation on the sanahotels.com website, just; choose the hotel you want and click on "Book" button; select the number of people (adults and children) and the number of rooms, then click on "Update guests and Rooms"; Select the date of arrival and departure and click on "Confirm dates of stay". Next, the available room types and different rates will appear, after selecting, click on “Book” and fill in the requested information.
To book more than one hotel, you must book each hotel separately.
When you are conducting your search, you can enter the number of rooms you want, the maximum being 9.
The most competitive prices are always available on the SANA Hotels website. In addition, there are exclusive discounts that you will only have access to if you book directly with us.
Through the SANA Hotels website, it is not possible to book a room for daily use. You should contact the hotel directly for this purpose.
To book a room with reduced accessibility, we advise you to contact the hotel where you want to make your reservation.
After completing your reservation the confirmation is sent by email to the indicated address.
If you wish to make a special request, please put a comment on the last booking step in “Special Requests”. These requests are subject to availability. Alternatively, you can directly contact the hotel where you want to make the reservation.
Yes, you can make reservations for the day.
After filling in your personal details and correctly validating your payment, you will receive an email at your booking confirmation address. The reservation number will also appear on the website.
We advise you to contact the hotel where you made the reservation, by phone or email. However, it is not mandatory to present the Booking confirmation at check-in, presenting an identification document that matches the name on which the reservation was made is enough.
If the booked rate is flexible, you must cancel the reservation at the hotel you no longer want to go to and make the reservation at the other hotel. If the rate is non-refundable, no changes will be allowed.
The cancellation or alteration of your reservation depends on the conditions mentioned in the rate. If your reservation has a flexible cancellation policy, you can cancel or modify it directly on the SANA Hotels website and to do so, just click on “change / cancel a reservation”.
If you have chosen to make a non-refundable reservation, you should contact the hotel directly and check the possibility of changing the stay.
There are several cancellation policies that differ from hotel to hotel. To find out which conditions apply to the chosen rate, check the “fare conditions”.
You can contact the hotel where you made the reservation directly, by phone or by email.
You can find this information in the rate conditions and in the booking confirmation email. If you cancel by the date mentioned in the cancellation policy, nothing will be charged. If you cancel after that date, the first night will be charged except at EPIC SANA Algarve, where 50% of the total stay will be charged and at SANA Berlin, where 90% of the total stay will be charged. If the reservation is non-refundable, we will charge the total amount of the stay.
Free cancellation means that you can cancel your reservation until the deadline stated in the rate conditions without any associated cost.
A non-cancellable reservation means that it cannot be canceled at any time, that is, the total amount of the stay will always be charged. In the case of prepaid reservations, the amount paid will not be refunded.
If it is a non-refundable reservation we will charge the total amount of the stay.
If it is a reservation with a flexible cancellation policy, we will charge the amount for the 1st night except at EPIC SANA Algarve, which will charge 75% of the total cost of the stay and at SANA Berlin, which will charge 90% of the cost total stay.
Bookings with children
Issues related to the pricing policy for children, Kids Club, placement of extra beds and activities for children. They must be checked directly with the hotel where you intend to make the reservation.
The pricing policy for children varies from hotel to hotel. In all our hotels, babies from 0 to 3 years old and children are considered as per the information below:
Children from 4 to 9 years old: SANA Berlin
The placement of extra beds depends on the type of room desired and the child's age. You should enter this information in the booking details when you search the homepage or hotel page. The charge for extra beds for children varies depending on the Hotel.
Some hotels have Kids Club, check in the hotel's service area.
It is a space dedicated to children where they can develop activities. This service is free of charge and is only available in some hotels and certain times of the year.
Prices, promotions and payments
Issues related to the best guaranteed price and its procedures, promotions on the site, payment terms, security on the site and the use of credit cards.
During the moment your search for a room is available, in the section for “Terms and conditions”, everything that is included in the price as well as the cancellation policies is shown. This information is also included in the booking confirmation email.
Depending on the rate chosen, breakfast may or may not be included. This information is available in the availability search step in the “Rate conditions” and in the booking confirmation email.
If, within 24 hours after making your reservation on www.sanahotels.com, in one of SANA Hotels or with our Contact Center, you find a lower price for the same hotel, on the same dates, for the same room type, with the same payment, guarantee and cancellation conditions, please fill out our "Best Price Guarantee" form.
Our team will verify if the price is still available online and compliance with the conditions, and if so, will amend your reservation in accordance to the above "Best Price Guarantee" conditions.
Our prices vary depending on the occupancy rate and the season for which the search is made. You may also have seen a promotion available during that current period of time that has finshed.
Prices shown are always per room.
Through our reservations department you can enjoy the same discounts available on the SANA website.
To book a stay on the SANA website, a credit card is always required. If the reservation is prepaid, the amount is immediately withdrawn from your credit card. You can also guarantee your reservation (prepaid) by making a bank transfer. If you choose a flexible rate, you can pay the amount by credit, debit or cash directly at the hotel.
The credit card is always required to guarantee the reservation. If you choose a rate with direct payment at the hotel, you can pay the full amount of your stay by credit, debit or cash.
To guarantee your security and maximum confidentiality, we treat all information in accordance with European data protection laws, to prevent any access to information, protecting all personal data provided by the customer.
To book a stay at SANA hotels, a credit card is always required. If the reservation is prepaid, you will be sent a link via Redunicre (only available for Visa and Mastercard credit cards) so that you can pay for the total stay. You can also guarantee your reservation (prepaid) by bank transfer. If the reservation is flexible, the credit card will only serve as a guarantee of the reservation.
Questions related to hours and documents to be delivered at check-in and check-out, loss of objects at the Hotel, comments about your stay, pet policy, location and Hotel services.
You can find this information on the hotel page in the service area and in the confirmation email for your reservation. The change may be possible upon availability of the Hotel. If you wish to change the check-in / out time, you must write in the “Special Requests” field when making your reservation. However, it will always be subject to Hotel availability.
In the booking confirmation you will find the direct contact number of the Hotel.
It is always necessary to hand over a credit card at check-in to charge any extras the customer may have. If you do not want to leave your credit card, you can leave a deposit that will be returned if you do not have the consumption of extras. If you do not want to hand over your credit card, you will have to pay the full amount of the stay (if it is not already done) and a deposit that will be returned if you do not have extra consumption.
If you have forgotten an object in your room, you will need to contact the Hotel directly.
If you have not received a receipt for your stay, we advise you to contact the Hotel directly.
After the stay a satisfaction survey is sent to all customers where they can leave their suggestions. If you have not received any inquiries please send an email to firstname.lastname@example.org with the indication of the hotel where you were staying. You can also post your comments on TripAdvisor.
If it is a service animal, their entry is authorized without any extra cost. When making a reservation under “Special Requests”, you must inform the hotel that you will be bringing a service animal and at check-in you must present the respective proof.
On the page of the desired unit you can view the location of the hotel as well as consult the GPS coordinates of the same.
Smoking is not permitted inside the rooms.
In any of the units of the SANA group, anyone (even if they are not staying) will be able to enjoy the restaurant services.
All hotels have different types of rooms with different occupancy capacities. Check in advance the descriptions of the rooms and make the simulation putting the number of adults and children you want.
All rooms have wi-fi internet as well as the public areas of all SANA hotels.
All SANA hotels have rooms prepared for people with reduced mobility. However, it should always be mentioned in the additonal comments section, subject to availability. We advise you to contact the hotel where you intend to make the reservation.
You will be able to take advantage of the SPA services if you are staying in one of our hotels or if you have previously booked a massage or treatment with us.
Yes, anyone is more than welcome to your hotel restaurants.
All hotels offer different services. You can check the services on the "Services" page of each hotel.
Credit card used to make the reservation as well as citizen's card or passport.
To ensure you receive all the spa treatments you want, when you want, not only is advance booking suggested, it is highly recommended. Some treatments may not be available every day.
Please give us 12 hours’ notice period to change or cancel a booking. Changes or cancellations made within 12 hours before the reserved time will result in a 50% cancellation fee. In case of a no-show, 100% of the service value will be charged.
If you have a gender preference, please advise the spa while booking your treatment.
Please notify the spa receptionist at the time you are making your appointments and your therapist at the beginning of your treatment. You will be informed if treatments are not recommended.
No. There are plenty of treatments within our portfolio that are suitable to do during pregnancy and even very beneficial. In any case, your physician can best advise you on which treatments are safe for yourself. We also suggest that you avoid treatments using deep pressure and heat. We do not recommend any SPA treatments to be done within the first trimester of pregnancy, unless advised and approved by your physician with a written note.
The aestheticians at Sayanna Wellness SPA are trained to customize each of our facial treatments for your particular skin type through a skin analysis. This may mean that you do not receive the facial you booked but one rather more suited to your skin type.
Shaving is recommended but please be sure to do so at least two hours prior to your scheduled appointment.
Shaving is recommended but please be sure to do so no less than four hours prior to your scheduled appointment. Certain products may irritate newly-shaven skin.
Yes, in order for us to ensure your safety and health this form needs to be filled at least 3 hours before your treatment starts. Once your reservation is confirmed you will receive this directly on your E-Mail in case you wish to fill it before.
In addition, you have the obligation to let your therapist know about any health-related conditions that could potentially cause you discomfort or harm during the course of your treatment. This would include, but is not limited to, pregnancy, recent surgeries, diabetes, injuries, high or low blood pressure, heart conditions, shellfish or iodine allergies, and any other allergies.
To prevent late arrivals, we advise all guests to arrive 15 min prior to the reserved service time. Arriving late will simply limit the time for your service, thus lessening the effectiveness and your pleasure. You will still be charged the full fee for the appointment.
To avoid reducing the time of the service booked, we advise you to arrive at least 15 minutes before the time booked. In case of delay, we guarantee that we will do our best to ensure that you receive the best service, within the time available. However, we remind you that the duration of the service will be reduced and you will have to pay the full amount for the treatment.v
Lockers are provided and inside you’ll find a bathrobe, slippers and towels for your convenience at the spa or you may choose to wear the bathrobe from your room. It is recommended that you shower before receiving your treatment and that you disrobe for your spa services. Your therapist will leave the room as you disrobe and you will lay under a sheet on the table. Upon completion of the treatment, your therapist will again step out of the treatment room to allow you to redress into your robe. Our therapists are trained in proper draping techniques for your comfort. You may choose to receive treatments in your bathing suit or undergarments, or with the disposable underwear provided. Please remove all jewelry before visiting the spa.
At Sayanna Wellness SPAs all guests receiving spa treatments have not only the right, but also the responsibility to communicate openly with their therapist, aesthetician, hair stylist and/or nail technician about their service during the treatment. Any special requests, personal preferences and/or possible concerns about how a treatment is progressing should first be addressed directly upon its reservation and during the treatment with the individual who is providing it.
Our spa staff is renowned for their amazing diversity, breadth and depth of knowledge of the healing arts. We celebrate all their varied backgrounds and value their many skills, talents and gifts. If you have a special request to make your treatment more enjoyable such as dimmer lights, softer music, a lighter or heavier touch, an extra blanket, etc. Please do not hesitate to ask.
If there are certain things you wish your therapist NOT to do such as work on your feet, your face, your abdomen or scalp/hair, please communicate your desires.
All of our services are designed to nurture, relax, restore and meet your specific needs. We welcome your input and feedback.
Honor the environment with silence; it is one of tranquility and relaxation. Remember that your treatment will start and end on time so that the next guest is not delayed. The use of cell phones, cameras and electronic devices is not permitted in the spa.
In case you book a treatment lasting 60 minutes or longer, you will be entitled to enjoy all the available SPA facilities. If your treatment lasts for less than 60 minutes and you still wish to enjoy the SPA facilities, a day pass must purchased together with the treatment.
Temporarily, sauna, steam room and ice fountains are unavailable. Access to indoor pool is limited to: 1 hour; and the Gym is limited to: 45 minutes. Towels are delivered to you upon arrival and after each usage period we perform a deep disinfection of the facilities. With your reservation, you should let us know for what time you wish to book the usage of the facilities.
We keep regular audits and record all procedures, ensuring the quality of the water in our indoor pools.
In case you are a Hotel Guest, we request you to shower in your room before the treatment and arrive at least 5 min before starting. In case you are a non-hotel Guest, you should allow yourself enough time upon arrival to shower before your treatment in our changing rooms.
Our employees will be equipped with facial masks, face shields and, for some treatments, protecting gloves. We will request you to shower and disinfect your hands before starting your treatment. All treatment protocols were tested and evaluated to ensure its safety, for you and for your employees. All SPA treatment rooms are subject to a period of deep disinfection between each Guest.
We carry a full array of SPA and beauty products that we recommend for you to maintain the benefits of your treatments in the comfort of your home. We also pack these as gifts in case there is someone special you would like to surprise.
Young adults between the ages of 12 and 16 may, freely and without the supervision of a parent or guardian, enjoy services such as make-up, pedicures, manicures and hair services.
Young adults must be supervised by parent or guardian while participating in Spa Services including massage and body treatments, facials or any one-on-one services.
SPA facilities are available for guests older than 16 years of age. Please consult our SPA reception to receive information about specific times when children may be able too enjoy the indoor pools.
It's a piece of cake - once you've found your preferred restaurant simply select your time and date and then so long as we have an email address and phone number your booking request is instantly sent across to us. Once it is confirmed you will receive an email\SMS from our staff with a booking confirmation.
Usually our listed restaurants inside the hotels are open during breakfast, lunch and dinner schedules. The specific times may vary depending on which hotel Restaurant you are looking for. Click here to find a restaurant:
Link LP vertical de produtos restauração
Our restaurants outside the hotels are usually open for lunch and dinner, to consult specific timings click here:
We'll send a confirmation email to the address used in your booking. If you book more than a day ahead, we'll also send a reminder 24 hours before your booking is due. You can can cancel or reschedule your booking using a link in your reminder email.
We will always send you an automated confirmation when your booking is confirmed at the restaurant. If you haven't received a confirmation, we suggest that you start the process again. If you continue to have an issue please check the contact details of the specific restaurant and you can call or e-mail during business hours and we'll be in touch to resolve the issue.
Call the restaurant. Every restaurant is different, but most will hold a booking for at least 15 minutes before reassigning your table.
Our restaurants are committed to honoring any confirmed bookings we have generated. For added peace of mind you should always double check your booking details being sent to the reminder email\SMS, and it's also a good idea to take your confirmation email with you.
To help our restaurants manage their sittings we ask our diners to give at least 24 hours' notice of any cancellations. You can do this by calling your restaurant directly.
If you need to cancel less than 24 hours before your dinner date you can use the cancellation link within your booking confirmation or reminder email (sent 24 hours before your reservation time). We also encourage our diners to follow this up with a call directly to the restaurant.
Once you have modified your booking you will receive an e-mail re-confirming your new schedule.
All restaurant bookings are confirmed via email. Without an address to send the confirmation to the booking can't be accepted. We'll also use your email address to send reminders for any bookings made more than 24 hours in advance of your dining date.
Absolutely nothing! All bookings made directly on our websites are free to the consumer.
All our restaurants have digital menus where each item has an “i” icon that will show you all the allergens it contains.
Any special offers we have for all our restaurants, can be checked on our website. Each restaurant might hold a special menu or offer throughout the time of the year. Check out restaurant promotions.
We are always looking for new members to join the SANA family. Please check our career opportunities here (link to mysana job openings) you can also send your information to email@example.com