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FAQ

Check in / Check-Out

Check-in, 3pm. Check-out time 11am.

Late check-outs are not always possible, however, we'll gladly hold on to your luggage for a few hours at the reception desk. 

There is a minimum 2 night stay during peak season.

Maximum room capacity 2.

Eco-Pod Grande can accommodate an extra full size bed to accommodate a 3rd/4th guest.  There is a $40 charge per additional guest. Requests must me made at time of booking. 

Guests will be asked to provide a valid government or state-issued photo ID at check-in and a credit card.

 

What type of payment?

How is my room guaranteed?
We take a credit card at the time of booking to hold your reservation. When you check in at the front desk, we’ll ask you for a credit card and a valid ID that matches the card you’re using to check in. If you need a credit card authorization form, click here.

Refundable reservations will not be charged until time of departure or in the event of a cancellation. For non-refundable reservations, the full booking amount will be charged to your card at the time of booking.

How can someone else pay for my stay?
The credit card holder (payer) will need to fill out a credit card authorization form. Please email us here and we’ll send you a secure link to complete the form. Credit cards will be charged for the entire amount of the stay when the credit card form is submitted.

Can I store my bags there before I check-in or after I check-out?
Yes, that can be arranged. The front desk will hold them for you until you're ready. If your bags are left unclaimed overnight they will be turned into our security team who will hold items for a 24 hour period.

Do you have a shop?
You can buy some things right out of your room, like the custom Pendleton blanket, vintage vinyl and exclusive wings + horns hoodie robe just by taking them with you — we’ll charge it after you checkout.

Booking Policy

You must be 21 years old to book a room.

Rooms are guaranteed by making a credit card reservation. During check-in, guests will be asked to provide a valid government or state-issued photo ID.

 

An authorization of $50.00 per night for incidentals will only be taken on the card in the presenter’s name at check-in. In the event that no charges have been made to the room, this authorization will be fully refunded at check-out.

Non-refundable reservations remain non-refundable. To cancel a reservation please call xxxxxx or email us at xxxxxxxx at least 48 hrs in advance to avoid cancellation fees.

 

To change or modify a reservation , please call us at (787) xxxxxxxxxx

Room rates are always subject to 7% service charge and xxx% PR Tourism Tax.

Hotel service charge includes: 

Complimentary breakfast

In-room filtered drinking water

Organic cotton bath robes

Salt water pool, cabanas, towels

Pet Policy

We welcome pets of 15 lbs or less for a $150 per stay fee. 

Download our complete PAWS Policy here.

Other 

Complimentary airport/ferry transport service is available upon request.

The use of hair dryers or coffee machines is not permitted at any of our Eco-Pods. Electric ------ can severely comprise the integrity of our Photovoltaic systems. 

Dry-cleaning service is available xxxxxx

Rollaway / air mattresses are not permitted.

We reserve the right to remove personal items from pool area that are unattended or unoccupied for more than one hour. 

Do's  and Dont's

  • Portable speakers are prohibited in all hotel public areas (to include cell-phones & iPods, unless used with earphones)

  • No-Smoking Policy – Pursuant to Law No. 40 of August 3, 1993 as amended, Puerto Rico is generally a non-smoking jurisdiction. If you light up or vape inside the hotel we must charge a $250 smoking fee to your card, plus taxes.

  • Possession and/or Consumption of illegal drugs is not allowed on property

Is Ace Hotel New York ADA Compliant?

Ace Hotel New York has many ADA compliant guest rooms, including Medium Full, Medium Queen, Large King and our grand Loft. Please call reservations to book one of these rooms.

Entrance to the front desk is ADA accessible by ramp and lift and our spacious events space Liberty Hall includes ADA access. The Lobby Bar includes ADA compliant bar tables. Our Lobby and basement restrooms are ADA compliant and our fire alarms are equipped with both flashing lights and audio alerts. Braille signage is features in rooms, public spaces and in our elevators.

In-Room Etiquette

  • Please hang wet bathing suits & towels on the hooks inside the room; not on terrace railings

  • Banners or décor on any doors, walls or surfaces in or outside of guestrooms is strictly prohibited

  • Room Set-ups are to remain as is at all times; please do not move in-room furniture to terraces or hallways

  • Enjoy, while being considerate of all our guests, please respect the tranquility of others especially during late-night hours – we ask that you refrain from boisterous gatherings in guestrooms

  • Serafina Beach Hotel Management reserves the right to take immediate action with guests who create excessive noise and/or disturbances

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