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 City 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 until 48 hours prior to your arrival.
  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: 13.00pm on the day of your arrival.
  • Standard Check-out time: 12.00pm on the day of your departure.

  Should you arrive prior to 13.00pm, and your room is not yet available, our reception staff can store your luggage until your room is available.
  There is an option for an early Check-in based on availability.

• Is there free WiFi in my room?

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

• How about free parking space?

  Free parking is available for all members of our Smart Club.
  There is an extra charge for non Smart Club guests.
  The Castello City Hotel has reserved spots in the nearby Megaro Chandax parking.
  This is a 24 hour access, secured indoor parking lot located 150m away from the hotel.

• Are there any special discounts for business travellers?

  Our hotel has been providing accommodation services to business travelers for many years.
  Through our Corporate Guest plan we are providing special prices for businesses that wish to initiate a partnership.
  You can register your business in our Corporate Guest service by clicking the button below.

  Register as a Corporate Guest
• What is the distance from the Heraklion city center?

  Our hotel is located right at the entrance of the Heraklion city center, 800m away from the Morosini square.
  It will take you less than 10 minutes to walk from the Castello City to the city’s center.

  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 City Hotel allow pets?

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

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

  Here at the Castello City we are striving to make our guests feel at home.
  If you have a request for any special amenities you should contact us directly at least 24 hours before your arrival.

• 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?

  Unfortunately the Castello City Hotel does not have a pool.
  We do provide an amazing view of the Cretan Archipelago from our Fifth Floor Bar & Restaurant.