FREQUENTLY ASKED QUESTIONS

General

WHAT'S AVAILABLE ON THE ROOFTOP?


The Wave Rooftop includes a sun-bathe area, newly installed jacuzzi and the incredible view over the Condado Lagoon. Also, our Rooftop Bar with incredible cocktails and drink is available from Wednesday to Sunday 5:00 until 11:00 p.m. *Available from 7:00 a.m. until 10:00 p.m. For music, ask our Front Desk for assistance.




IS THIS A PET-FRIENDLY HOTEL?


We sure are! We are happy to receive a paw friends, because they also deserve a vacation away from home. Our pet fee is $35 per night plus taxes.




IS THERE A MINIMUM AGE REQUIRED TO BOOK A STAY?


To book a reservation, our guests must be at least twenty-one (21) years old. All minor must be accompanied by an adult during their stay. A identification is required upon Check-In.




IS THERE Wi-Fi AVAILABLE ON THE HOTEL?


Yes there is. We want you to #FeelTheWave and for that we offer high-speed internet available to all the guests. *Ask Front Desk for the passcode




THE WAVE HOTEL HAS A SERVICE FEE?


The Wave Hotel at Condado has a 17% service fee, besides the 9% governmental taxes established to the hotels & resorts.




HOW FAR ARE YOU FROM THE AIRPORT?


The Wave Hotel at Condado is just a 8-10 minutes drive from the Luis Muñoz Marín International Airport. To see more about our nearby places, visit our location section.





Check-In & Check-Out

WHAT TIME IS CHECK-IN & CHECK-OUT?


Check-In time begins at 3:00 p.m. and Check-Out time is until 12:00 m.d. [noon]. Any request to an early check-in or late check-out is subject to availability of the room and has an extra fee of $30 dollars plus applicable taxes.




CAN I CHECK-IN LATE AT NIGHT?


Our Front Desl Staff is available 24 hours, you can check-in later, but we do recommend notifying our team for better assistance during your stay.




WHAT DOCUMENT DO I HAVE TO PRESENT AT CHECK-IN?


You would need: - Identification Card (Driver License or Passport) - Credit Card with a logo of Visa, MasterCard, Discover o American Express




ARE THERE ANY FEES FOR EARLY CHECK-IN OR A LATE CHECK-OUT?


The Wave Hotel is happy to assist you on having the best experience as possible. If you like to have a early check-in or request a late check-out, contact our Front Desk to seek availability. *Charges or fees may apply.




CAN YOU STORE MY LUGGAGE AFTER I CHECK-OUT?


If you arrived early or your flight is not until later in the day, we would be happy to store your luggage while you wait for your room to be ready or your departure is close.





Accommodations

IS BREAKFAST INCLUDED ON MY RESERVATION?


The continental breakfast has been impacted due to the covid-19 pandemic, but, we are working the issue and soon will be providing this service once again. Remember to verify our COVID-19 section for more information about our services.




DO YOU HAVE CRIBS OR ROLL AWAY BEDS AVAILABLE?


Cribs and Roll Away beds are available and must be requested at least 48 hours prior to arrival date. Charges may apply.




IS THERE A FEE FOR AN EXTRA PERSON?


All of our rooms are designed for a maximum capacity of two (2) persons. If there is a third person 12 years or older, there will be an applicable fee of $20.00 per night plus taxes.




WHAT ARE THE ROOMS CAPACITIES?


Our rooms capacities are as follow: Double Twin - Two (2) persons Classic Queen - Two (2) persons Comfort King - Two (2) persons If by any chance there where to be more than two persons in a reservation, please contact us for more details.




DOES THE HOTEL OFFER ADA ROOMS?


Sure we do, The Wave Hotel at Condado has two ADA rooms available. It is very important that upon booking that you notify on your requirements for the accommodations needed.





Policies

WHAT IS YOUR CANCELLATION POLICY?


The Wave Hotel at Condado has a 72-hour cancellation policy. Refundable reservation: You are subject to a refund for the deposit of the reservation, this being the first night plus taxes, if the cancellation is requested 72 hours (3 days) or more prior to the reservation arrival date.* If made inside the policy time, the deposit made to the reservation is a non-refundable one. Non-refundable reservation: A reservation that has a non-refundable rate plan cannot be refunded if cancelled through our website or any other platform. If you need assistance, email us at reservations@thewavehotel.com. *Refunded reservations may take 7-10 business days to be reflected on the credit card or bank account again.




CAN I MODIFY MY RESERVATION?


Sure you can. If your reservation was made directly with us, contact us for assistance on your modification or any other help you may need. If your reservation was madre through a third-party extension, then you first may need to call the extension for any modification that you need. They will contact us and we will assist you the best way as possible.