How we can help

Catalonia Rewards is the loyalty programme run by Catalonia Hotels & Resorts. As a member of the programme, you can choose from a range of hotels and destinations and enjoy benefits exclusive to members.

- You earn Travel Cash with every booking.

- You’ll enjoy exclusive complimentary benefits during your stay, such as breakfast, late check-out and room upgrades, amongst others.

- You’ll enjoy a minimum discount of 7 per cent on your bookings.

- You can cancel up to 24 hours before checkin, provided you choose a refundable rate.

- You’ll receive preferential treatment from the Catalonia Rewards team.

Every time you stay at a hotel booked through Catalonia Hotels & Resorts, you’ll earn a percentage of your booking in travel cash, which you can spend on future bookings. What’s more, you’ll also enjoy exclusive benefits during your stay.

There are four membership tiers which, as you progress, offer you better benefits and more Travel Cash for your trips.

To get in touch with us, we recommend using our online form. Our Customer Services team will reply within 48 hours at the latest. Once you have logged in with your username and password, please complete the online form, select the relevant option and, please remember, if you have an existing confirmed booking, include the booking reference and the destination hotel, selecting it from the hotel selector. This will help us to clarify your request or enquiry and process it more accurately and quickly.

There are four membership tiers – Great, Circle, Star and Top. As you progress through the tiers, from Great to Top, you earn a higher percentage of each booking in travel credit and enjoy better benefits at Catalonia Hotels & Resorts. For a detailed overview of what each level offers, take a look at this table.

The technical formula is: rooms × nights = hotel nights. Only the lead guest in each room will accrue nights, but it is clearer and easier to explain this with examples:

1 person in 1 room for 3 nights = 3 hotel nights = 3 room nights.

2 people in 1 room for 3 nights = 3 hotel nights = 3 room nights. (accrued to the primary guest)

2 people in 2 rooms for 3 nights = 6 hotel nights = 6 room nights. The lead guest in each room will earn 3 nights, provided they are a member.

At Catalonia Hotels & Resorts, we use your room nights as a fair and clear indicator of your loyalty. This helps you to directly increase your membership tier, and the faster you progress to the next tier, the more benefits and Travel Cash you’ll receive!

If you are a Catalonia Rewards member and book through direct channels (the Catalonia Hotels & Resorts website, by telephone via our Central Booking Office, or directly with the hotel), you can enjoy the benefits during your stay and the Travel Cash generated by the bookings you make. Conversely, any member who books through a third party will not be able to enjoy any of the membership benefits, nor will they earn Travel Cash or accumulate nights towards their membership.

Level progression in the programme is based on the number of ‘room nights’ that you, as a Rewards member, accumulate from the date of enrolment or level change, over a 12-month period. If you accumulate the number of ‘room nights’ required for the next tier within a 12-month period, you will automatically be upgraded to that tier. The minimum number of room nights per tier are:

- Great members stay between 1 and 3 nights a year at our hotels.

- Circle members stay between 4 and 34 nights a year at our hotels.

- Star members stay between 35 and 49 nights a year at our hotels.

- Top members spend 50 or more nights a year in our hotels.

For calculation purposes, room nights expire 12 months after they are accrued. They are added to your membership after you have checked out of the hotel, i.e. after you have stayed there.

Once you have reached a certain membership tier in the programme, you have 12 months to accumulate the minimum number of nights required to remain at that tier. If, in the 12 months following your promotion to that tier, you have not managed to accumulate enough nights to maintain your status, you will only be downgraded by one tier.

It’s very easy. Sign up on our website’s homepage or at reception at any Catalonia Hotels & Resorts property.

To make it even easier, you can sign up using your email address or your social media account (Facebook, Google) and change any of your profile details later on.

In the login window, click on the social media icon (Facebook, Google) you want to use to log in, log in, and you’re all set.

First, log in to your account and edit your profile details on the ‘My Account’ tab.

Don’t worry! Just click on the ‘Forgotten your password?’ option on the Login tab and we’ll send a new link to the email address you used to register.

No. You can change your email address directly in your profile, via the ‘My Account’ tab, by editing your original details. Once you’ve added your new email address, we’ll send an email to your new account asking you to confirm the change. You’ll retain your nights, Travel Cash and booking history. We recommend that you also update your password, although this isn’t compulsory.

No, absolutely nothing.

We’re sure you’ve already got too many cards cluttering up your wallet, so everything is done via the ‘My Profile’ section on the website or by downloading a virtual card onto your mobile (not from a PC). This card is sent with the welcome email confirming your registration with Catalonia Rewards, but it’s always available by logging into your personal Rewards area on your mobile, where you’ll find it under the ‘My Account’ tab.

You can view your membership level in your personal area atwww.cataloniahotels.comwhenever you are logged in.

It's easy. Click here, find a hotel and book your accommodation via our secure booking portal.

You can amend your booking by letting us know what you’d like to change via the online contact form on the website. Our customer service team will get in touch with you within 48 hours. Alternatively, you can call us. Please note that not all amendments are possible and may incur an additional charge.

You can cancel your booking in the ‘Bookings’ section of the website or via the ‘Manage your booking’ link in the confirmation email we sent to your email address. Please check the cancellation policy on the hotel’s page before cancelling.

This depends on the booking’s cancellation policy. You can view the cancellation policy on the hotel’s pageat www.cataloniahotels.com before making your booking, and you can also find it in your booking confirmation once you have made your booking.

For special requests, there is a comments box labelled ‘I’d like to add a comment’ which you can use when making your booking. If you wish to make any special requests after you have made your booking, please use the contact form on our website. Please note that requests cannot be guaranteed and may incur an additional charge. We recommend that you check the hotel’s terms and conditions on the hotel’s webpage.

You can redeem all or part of your Travel Cash directly on our website during the online booking process.

You can also spend your Travel Cash during your stay at the hotel. The reception will advise you on which services are available for redemption.

If you have chosen the ‘pay at the hotel’ payment method, payment will always be taken by the hotel. If your booking is refundable, you will pay upon arrival at the accommodation; if it is a non-refundable booking, the hotel will charge you at the time of booking.

Notwithstanding the above, bookings for more than 4 rooms may be subject to special conditions and incur additional charges. Once the booking has been made, the hotel will contact the guest to arrange payment in advance, and the booking will then become non-refundable.

You can use a debit or credit card to make any booking. If the person making the booking is not the same as the cardholder whose card has been provided as security for the booking, the hotel will contact the cardholder to obtain authorisation for the booking.

The email has most likely ended up in another folder, so we recommend that you check the ‘spam’ or ‘promotions’ folder in your email account. If you can’t find it there, please call us or send us an email to let us know.

Once you have logged in to the Catalonia Hotels & Resorts website, go to the ‘Bookings’ section of your profile, where you will find the details of all your bookings. You will also receive an email confirming your Catalonia Rewards booking once you have made it, which will include all the details.

If you do not turn up (no-show) and it is a non-refundable booking, you will not be refunded the amount you have already paid. If you do not turn up and it is a refundable booking (which you have not cancelled before the free cancellation deadline), the amount specified in your hotel’s cancellation policy will be charged to your credit card. This information is available whilst you are making your booking (before you confirm it and provide your payment details), as well as in the summary at the end of your confirmation email, under the heading ‘Booking conditions’.

Each hotel’s policy on children can be found when making a booking, on the individual hotel listing on the Catalonia Hotels & Resorts website. Alternatively, you can find the details in your booking confirmation email if you have already made a booking. Additional charges may apply.

The pet policy depends on each hotel’s individual policy. You can find this on the hotel’s page on the Catalonia Hotels & Resorts website.

The address and telephone number for all our hotels can be found on their individual pages on the Catalonia Hotels & Resorts website. There you will also find further information, such as the services on offer, booking availability and a description of the hotel.

This information is also available in each booking confirmation, as well as in the ‘Contact’ section of the website (https://cataloniahotels.com/es/contacto).

Yes! Simply book as usual, but using the details of the guests you have chosen during the booking process. Please remember that if the person making the booking is different from the cardholder whose details have been provided as a guarantee for the booking, the hotel will ask the cardholder to authorise the transaction.

If your booking is a gift for someone else and you wish to pay for it before their arrival, select the ‘pay now’ option on our website. If you’ve already confirmed your booking and selected the ‘pay at the hotel’ option, but would like to pay in advance, please contact the hotel to provide your payment details and everything will be sorted before your guest arrives.

Check-in and check-out times for your room can be found on the hotel’s details page on the Catalonia Hotels & Resorts website. If you think you may arrive outside the specified check-in and check-out times, please inform the hotel, as additional charges may apply.

The best way to contact Catalonia Rewards if you have a problem with your booking is to ring us. Outside office hours, please use the contact form on our website. Our customer service team will get back to you within 48 hours. In the meantime, the hotel will do its best to help you.

The invoice is issued by the hotel itself; please remember that you must request it at reception and provide the billing details you wish to appear on it.

As a Catalonia Rewards member:

- You earn up to 6 per cent of the value of each eligible booking in Travel Cash.

- You’ll enjoy exclusive benefits during your stay, depending on your tier and availability. 

- You can choose from a wide variety of hotels, destinations and rates.

- You get the best price available online.

- You’ll have access to exclusive offers and promotions for members.  

- You can customise your preferences to help the hotel prepare for your stay.

- If you choose a refundable rate, you can cancel in accordance with the terms and conditions, in certain cases up to 24 hours before checkin.

Travel Cash is the virtual currency of the Catalonia Rewards programme. Members earn Travel Cash when they enjoy and pay in full for bookings made via the Catalonia Hotels & Resorts website and linked to their Rewards account.  

Depending on your membership tier, you will earn between 3 per cent and 6 per cent of the eligible amount. You will earn a percentage of the total booking amount based on your membership tier:

Great Guest:3 per cent  

Circle Guest:4 per cent  

Star Guest:5 per cent  

Top Guest:6 per cent  

Please note: to earn Travel Cash, your booking must have been made via Catalonia Hotels & Resorts’ direct booking channels whilst logged into your Catalonia Rewards account.

Each Travel Cash point you earn is worth exactly1 euro, whichyou can use as a discount on future hotel bookings and services.

You earn Travel Cash when you enjoy and pay in full for a booking made through the Catalonia Hotels & Resorts website while logged into your Rewards account.

If you book a Catalonia hotel directly with the hotel (at reception, on their website, by phone, etc.), you will also receive Travel Cash upon check-out of your booking.

The calculation of the Travel Cash you earn is based on the total price of the booked rate and any eligible extras you enjoy during your stay, whereas taxes or booking fees do not contribute to Travel Cash.

The Travel Cash will appear in your account within 24 hours of check-out, once full payment for the booking has been verified.

Log in to Rewards and go to the ‘My Travel Cash’ section of your personal account. There you can view your transaction history, Travel Cash and expiry dates.

You decide when to spend your Travel Cash. You can redeem it as soon as it’s available in your account, or save it for future bookings, provided it hasn’t expired.

Yes, butyou have 24 months fromthe date you receive it to use it towards your hotel bookings and services. Once this period has elapsed, any Travel Cash you have accumulated but not redeemed will automatically expire.  

Please note: promotional Travel Cash will expire in accordance with the terms and conditions of the relevant promotion.

You can use your Travel credit on bookings made via the Catalonia Hotels & Resorts website and on certain eligible hotel services during your stay (breakfast, spa, restaurants, etc.).

You can redeem all or part of your available Travel Cash during the booking process on our website. It’s very simple:  

1. Log in to your Catalonia Rewards account.  
2. Search for a property and select an eligible option.  
3. During the process, you’ll see your available Travel Cash and how it’s applied as a discount.  
4. In the final step, the Travel Cash will be deducted from the total amount of your booking. You’ll have the option to decide how much Travel Cash you wish to redeem, either in full or in part. If you don’t want to use it, you can keep the Travel Cash for another time.  

Note: You canalsoredeem your Travel Cash whilst staying at the hotel. The reception will let you know which services are eligible in this case.

If you cancel a booking for which you used Travel Cash, it will be refunded to your Rewards account, provided it has not expired by the date you make the cancellation. If the Travel Cash balance has already expired, it will be forfeited.   

If you cancel whilst you are already within the booking’s cancellation fee period, these fees will be charged to the guarantee card you provided during the booking process.

You have three months from the date of cancellation to submit a request via the contact form on the website. Please identify the booking and provide the information required to verify the transaction.

No. Under no circumstances may penalty charges be offset or paid using the portion of Travel Cash that has been redeemed. They must be paid in cash or by bank transfer.

Yes. You can redeem your Travel Cash on a booking where the lead guest or the other guests are not the same as you.  Book as a Rewards member directly on our website and tick the option <>

Please note that, as you will not be the guest, you will not receive the Travel Cash or the qualifying nights generated by this booking.

If your booking includes several rooms, the Travel Cash you redeem will be divided equally amongst them all, regardless of the price of each room.  

In the event of a partial cancellation, we will refund the Travel Cash corresponding to the cancelled room or rooms, provided it is still valid at the time the cancellation is processed.

The allocation works as follows:

Room nights: if two rooms are occupied by different members, each lead guest earns the nights for their own room. If only one of the guests is a member and pays for both rooms, they will only earn the nights for the room they occupy.

Travel Cash: if two members are staying in separate rooms and one of them pays for both, the paying member will accrue the Travel Cash from both bookings to their account in accordance with their membership tier. Note: Travel Cash can be earned for a maximum of ten rooms per member per stay.

You have three months from the date of check-out to submit a request via the contact form on the website.

ETC members cannot redeem Travel Cash on accommodation bookings, but they can redeem it on certain hotel services charged to the room (such as car park, restaurants, spa, etc.) 

From birthdays and family gatherings to First Communions and christenings, many of our hotels have function rooms that are perfect for hosting all kinds of special events.

If you decide to hold your private event at one of our hotels, please contact the hotel of your choice directly (use the search tool at the top of this page). Alternatively, you can also contact congresos@cataloniahotels.com

Of course! What’s more, if you want to celebrate the wedding of your dreams, choose one of our wedding hotels in the Caribbean and get married in paradise.

Take a look at our brochure featuring all the options we offer to ensure the most important day of your life is just as you’ve always imagined it.

For further information, please contact:

Caribe Weddings Team: weddingscaribbean@cataloniahotels.com

Weddings team in the Dominican Republic: dominicana.eventos@cataloniahotels.com

Weddings team in Mexico: mexico.eventos@cataloniahotels.com

You can contact the hotel you’re interested in directly (use the search tool at the top of this page). If you prefer, you can also get in touch with our Customer Services Department:booking@cataloniahotels.com

Our MICE team will help ensure your event is a resounding success. Please get in touch via this email address:congresos@cataloniahotels.com

You will need to contact the hotel directly (use the search tool at the top of this page). If you prefer, you can also contact our MICE team:congresos@cataloniahotels.com