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 become a Castello Village Smart Guest you can take advantage of extra discounts.

    Become a City Smart Guest
  • 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.
      If cancellation occurs within 7-1 days prior to arrival, the amount of 50% of the entire accommodation balance will be charged.
    • 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.
      If cancellation occurs within 7-1 days prior to arrival, the amount of 50% of the entire accommodation balance will be charged.
    • 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.
      If cancellation occurs within 21-3 days prior to arrival, the amount of 80% of the entire accommodation balance will be charged.
    • If cancellation occurs 3 days prior to arrival or in case of no-show or early departure: 100% of the entire accommodation balance 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: 14.00pm on the day of your arrival.
    • Standard Check-out time: 12.00pm on the day of your departure.

    Should you arrive prior to 14.00pm and your guestroom is not yet available, our Front Office Team can store your suitcases and you may use our Resort's facilities until your room is available.
    There is an option for an early Check-in based on Resort's availability. Please note that extra charges may occur.

  • Is there free WiFi in my room?

    At the Castello Village we understand the need for high speed Internet.
    Free WiFi Internet access is available throughout the hotel.

  • How about free parking space?

    Free public parking is possible at a location nearby the Resort. (No reservation is required).

  • Area Information

    Castello Village Resort is situated 24 klm west of Agios Nikolaos town, 6 klm away from Archaeological site of Malia and just 40 klm east of Heraklion International Airport/ Port.

    View our location on Google™ maps
  • Can I have a baby crib in my room?

    There is an option to have a baby bed in your room upon your arrival.
    Should you require one you can make a note on your reservation or you can contact us directly.

  • 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.

  • Do you make special arrangements for groups?

    Our hotel has a long running experience in providing accommodation to groups or wedding guests.
    If you wish to reserve rooms for either occasion you should contact us directly.

  • Does the Castello Village Resort allow pets?

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

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

    Here at the Castello Village we are striving to make our guests feel at home.
    If you have a request for any special amenities you should contact us directly.

  • 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.

  • Is there a pool available in the hotel?

    One large outdoor freshwater swimming pool along with a kids outdoor fresh-water swimming pool.
    One indoor heated freshwater swimming pool located at the Callista Spa at our sister hotel the Castello Boutique Resort & Spa.