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F.A.Q.

We answer your questions

DO GUESTS NEED A COVID CERTIFICATE (GREEN PASS) TO GAIN ACCESS TO THE HOTEL AND ITS SERVICES? No, guests do not need a Covid certificate to stay overnight and to access the restaurant, the bar, the wellness & sauna area, the gym, the beauty center, and all kind of swimming pools.
DO GUESTS WHO ARE NOT STAYING AT THE HOTEL NEED A COVID CERTIFICATE (GREEN PASS) TO ACCESS THE RESTAURANT, BEAUTY CENTER, THERMAL WATER CENTER, WELLNESS AREA AND INDOOR/OUTDOOR POOLS? No, non-residents do not need a Covid certificate to use the services of the hotel.
More info at the reception desk or here: https://www.italia.it/en/covid19.
AT WHAT TIME IS THE ROOM AVAILABLE? We will do our best to give you your room as soon as possible. However, the availability is guaranteed from 3.00 pm on the day of arrival.
AT WHAT TIME DO I HAVE TO LEAVE THE ROOM ON DEPARTURE DAY? We kindly ask you to check out by 11.00 am.
If you want to arrange late check-out, please ask at the reception desk as it is subject to availability. Please note the extra charge of € 70 per room, which allows you to use the room, bars, restaurants and spa facilities until 6.00 pm.
DOES THE HOTEL HAVE A GARAGE? Yes, parking in the hotel garage is free of charge for our guests.
IS THERE A TRANSFER SERVICE TO THE AIRPORT OR TRAIN STATION? On request, shared transfer service is available to and from Verona Villafranca airport. This service is free of charge if you are a direct client, who stays 3 nights or more during low season, and 5 nights or more during high season, and books the transfer at least 24 hours before arrival. After this deadline, you will have to pay € 16 per person per way.
For an additional charge, transfer service is also available for groups and conventions.
On request, it is possible to arrange private transport also from and to other railway stations and airports. This service is subject to a fee.
ARE THERE ANY DISCOUNTS AVAILABLE FOR CHILDREN? Children up to 3 years stay for free in the parents' room. Baby cot and high chair are free of charge. Children from 4 to 13 years get a discount of 60% when sleeping in the parents' room (in low season they stay for free).
WHAT KIND OF CREDIT CARDS DO YOU ACCEPT? We accept all the main credit cards, including Visa, Mastercard, American Express, Diners Club, Carta EC (Maestro).
ARE PETS ALLOWED IN THE HOTEL? We are so sorry, but pets are not allowed in the hotel.
DOES THE HOTEL HAVE WI-FI? There is free Wi-Fi throughout the hotel. The password is provided during the check-in at the front desk.
WHAT KIND OF RESTAURANT SERVICES ARE OFFERED? Breakfast at Benacus Restaurant from 7.30 am to 10.30 am
Lunch at Benacus Restaurant from 12.30 pm to 2.30 pm
Dinner at Benacus Restaurant from 7.00 pm to 9.00 pm
Camino Bar from 12.30 pm to 10.30 pm (on Saturday until midnight)

In addition in summer:
Breakfast at Le Vele Restaurant from 7.00 am to 10.30 am
Lunch at Le Vele Restaurant from 12.30 pm to 2.30 pm
Dinner at Le Vele Restaurant from 7.00 pm to 9.30 pm
Pool Bar from 10.00 am to 7.00 pm
WHAT ARE THE OPENING HOURS OF THE POOLS? Indoor pool from 8.00 am to 8.00 pm
Thermal pools from 9.00 am to 7.00 pm

In addition in summer:
Outdoor pools from 8.00 am to 8.00 pm
WHAT FACILITIES CAN CLIENTS USE DURING THE STAY? Services available to our guests free of charge:
  • Heated indoor pool with whirlpool area
  • 34°C thermal pool for balneotherapy and chromotherapy
  • Two 34°C thermal saltwater pools for thalassotherapy, 1 of which with double concentration of salt and with chromotherapy
  • 2 34°C thermal water pools with massage jets
  • Kneipp cure facilities in thermal water
  • Finnish sauna (on reservation)
  • Calidarium (Turkish steam bath)
  • Mediterranean sauna
  • Frigidarium
  • Emotional showers
  • Ice fountain
  • Relaxation areas with herbal teas
  • Fully-equipped gym


In addition in summer:
5 outdoor swimming pools, 1 of which with whirlpool and 2 for children
HOW CAN I BOOK BEAUTY, THERMAL AND AYURVEDIC TREATMENTS? We recommend you book your treatments while booking your stay, as to have plenty of choice regarding the timetable.
However, all treatments can be booked at the Spa Reception (tel. +39 045 7219150 or termecaesius@europlan.it), open from 9.00 am to 7.00 pm.
CAN CHILDREN USE THE POOLS? In the thermal pools with 33 °C heated water, children under 14 years of age are allowed access only from 10.00 am to 12.00 noon and must be accompanied by an adult.
Children under the age of 3 years are not allowed in the thermal pools.
CAN MY FRIENDS VISIT ME AT THE HOTEL? Your guests are welcome at our hotel and may make use of all our services for a fee (subject to availability).
Nathalie Bertossi - Front Office Manager
Nathalie Bertossi - Front Office Manager I welcome, guide, and advise our guests during their experience in our hotel. A warm welcome!
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