Frequently Asked Questions
The Carlton's designed so you don't have to think about logistics. But we know things come up. Here's what folks usually want to know before they arrive—plus some stuff they figure out once they're here sipping something cold on the beach.
Your stay covers rooms, all meals at our 7 restaurants, drinks (alcoholic and otherwise), most activities, beach access, and fitness classes. Entertainment shows run nightly. What's not included: spa services, premium wine selections, excursions outside the resort, and personal training sessions. Honestly, most guests don't feel like they're missing much. The à la carte stuff is there if you want it, but the included offerings are solid.
We take deposits at booking—usually 35% of your total bill. The rest is due 31 days before arrival. But we work with guests. If you need a different arrangement, call us directly at +34 428 747 375. We've structured plans for larger groups and families plenty of times. No weird fees for payment plans either. Just straightforward booking, straightforward pricing.
Summer months fill up 4-5 months out. December and Easter? Book earlier if you can. That said, we usually hold 23 rooms back for last-minute bookings—sometimes with decent discounts if occupancy dips. Spring and fall, you've got more flexibility. Contact our team at [email protected] to check what's available for your dates. They'll give you the real picture, not the sales pitch.
Cancel 60+ days before arrival? Full refund minus a small administrative fee. 30-60 days out, you lose the deposit. Within 30 days, you're charged the full stay. Travel insurance is honestly worth it if dates might shift. We've waived fees during genuine emergencies, so if something unexpected happens, reach out. We're not trying to trap money—we just need to protect our staff scheduling.
Absolutely. Send us your preferences before arrival, and we'll block time at specific restaurants or schedule activities. Our concierge handles this at [email protected] or when you check in. Peak meal times (7-8 PM) go fast during high season, so advance planning helps. Some activities—like the deep-sea fishing trip—need 48-hour notice anyway. Most guests find everything workable once they're here, but planning ahead means less stress.
Yes. Our kitchens handle vegetarian, vegan, gluten-free, and common allergies without breaking a sweat. Religious dietary needs work too. Mention it at booking or email [email protected] at least 2 weeks early. Our chefs actually seem to enjoy the challenge. We've got detailed documentation on ingredient sourcing, so if you need that level of detail, we can provide it. No judgment, no awkwardness.
Most areas are accessible—rooms with grab bars available, ramps where stairs exist, elevators throughout. That said, the beach is sandy, and some older suites don't have roll-in showers. Before booking, call us. We'll match you with appropriate accommodations and be honest about limitations. We're not perfect, but we're genuinely trying. Some guests need solutions we can actually provide; others might find it frustrating. Better to know upfront.
We're at Plaza Mayor 135, 97831 Alicante, Cataluña. Most folks fly into Alicante-Elche Airport (45 minutes away) and either rent cars or use our transfer service ($28 per person, booked in advance). It's straightforward routing—no weird detours or surprises. If you're driving from elsewhere in Spain, GPS works fine. Call +34 428 747 375 if you need specific directions or have unusual arrival timing. We'll send a car if needed.