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. *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?


For the moment we are not accepting pets, but service animals, as established by the American Disability Act (ADA) are welcomed to the hotel.




IS THERE A MINIMUM AGE REQUIRED TO BOOK A STAY?


To book a reservation, you must be at least twenty-one (21) years old. 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?


Our continental breakfast is included on the reservations and it is served on the Wave Rooftop from 7:00 a.m. until 10:00 a.m. The breakfast includes cold cuts, breads, yogurt, boiled eggs and coffee* *We have limited our services, verify at our COVID-19 section




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 of the first night plus taxes if your cancellation request is made 72 hours (3 days) or more prior to the reservation 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.




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.