Frequently asked questions

• Does your website provide the best guaranteed rate?

  Indeed, anyone booking directly through our website is guaranteed the best available rate.
  Furthermore, if you join the Castello Hotels Loyalty Program you can take advantage of extra discounts.

  Join the Castello Hotels Loyalty Program
• What is the hotel's cancellation policy?

  If your reservation has been directly with us, there is a free cancellation policy depending on the dates of your reservation.

  • For the dates 21/04 to 06/06: There is a free cancellation policy if your reservation is cancelled 8 days prior to your arrival.
    50% of the total reservation cost is charged if the cancellation occurs within 7 to 1 days prior to your arrival.
  • For the dates 23/09 to 26/10: There is a free cancellation policy if your reservation is cancelled 8 days prior to your arrival.
    50% of the total reservation cost is charged if the cancellation occurs within 7 to 1 days prior to your arrival.
  • For the dates 07/06 to 22/09: There is a free cancellation policy if your reservation is cancelled 22 days prior to your arrival.
    80% of the total reservation cost is charged if the cancellation occurs within 21 to 3 days prior to your arrival.
  • If you do not show up: The full cost of your reservation will be charged.

  For reservations made through any other channel you should contact your operator directly.

• What time do check-in and check-out happen?
  • Standard Check-in time: 14.00 on the day of your arrival.
  • Standard Check-out time: 12.00 on the day of your departure.

  Should you arrive prior to 14.00, and your room is not yet available, our reception staff can store your luggage until your room is available.
  There is an option for an early Check-in based on availability.

• Is there free WiFi in my room?

  At the Castello Boutique Resort & Spa we understand the need for high speed Internet.
  Free WiFi Internet access is available throughout the hotel.

• How about free parking space?

  Free parking is available for all our guests.

• What is the distance from the Heraklion city center?

  Our hotel is located on the main road of the village of Sissi, approximately 45.0km from Heraklion.
  It will take you less than 50 minutes to drive from the Castello Boutique Resort & Spa to the city's center.

  View our location on Google™ maps
• Is there a pool available in the hotel?

  There are two pools available at the Castello Boutique Resort & Spa.

  • Main pool: A large outdoor pool is located at the main garden of the resort.
  • Callista Spa Pool: A large indoor heated pool can be accessed at the resort's Callista Spa.
• Can I have a baby crib in my room?

  The Castello Boutique Resort & Spa is an adults only hotel. Therefore there is no option to have a baby bed in your room.
  Should you require a family resort where you can spend your holidays with your family, our sister property Castello Village Resort is the perfect place for you.

• What is the minimum age required for a booking?

  You need to be at least 18 years old in order to make a booking in our hotel.

• Is there a spa at the resort?

  Our resort is home to the Callista Spa, an award winning spa facility. If you would like to learn more, visit the Callista Spa page here.

• Do you make spacial arrangements for weddings or newlyweds?

  Our hotel has a long running experience with weddings. If you wish to have hold your wedding at the Castello Boutique Resort & Spa you should contact us directly.

• Does the Castello Boutique Resort & Spa allow pets?

  As much as we love our little friends the Castello Boutique Resort & Spa has a no pets allowed policy.

• Can you satisfy special requests such as flowers or wine prior the arrival?

  Here at the Castello Boutique Resort & Spa we are striving to make our guests feel at home.
  If you have any special request you should contact us directly before your arrival.

• Can a guest request documents to be printed at the hotel?

  The hotel provides printing, photo copying and fax services to all guests.

• How can I arrange a transfer to or from the hotel?

  You can use our shuttle service form if you wish us to arrange a taxi transfer for you.
  Alternatively, please contact us directly.