FAQ

As most of the people that visit us regularly already know, we love to answer all your questions, we know that you have many, at the end of the day, it is your holiday and you want to make the most of it!!

To make it easier for you and for us, we have decided to create this section where we will compile the questions you ask us the most.

Booking, check in and out

How can I modify my booking?
If you have booked through a tour operator, please contact them. If you have booked directly with us, please e-mail [email protected]
I wish to book a single room. Are they available?
We do not have single rooms and our website does not price single occupancy, you would have to book a double room and specify that only one person will turn up. Thomas Cook has a very very small allotment of single occupancy, perhaps you could try with them and see if they have the dates you want still available.
What is not included in the price?
In terms of activities: internet access at the PCs, launderette services with washing machines and dryers, pool tables and game machines, games at Fun World, extra hire items for the rooms, medical services, articles in the souvenir shop or night stalls by the lake, car rental or excursions.
How do I pay my holiday?
If you choose to pay by card, please take note that we accept Visa, Mastercard, AMEX or Maestro. Also please take into account that the cardholder must be a guest at the hotel and that the card used to pay the deposit must be presented at reception on arrival. Failure to present the same card or if the cardholder is not present, we will return your deposit and charge the full amount at reception on arrival. At the hotel you can pay the balance with the same card, with a different card or in cash, but always in euros. Please take note that rates in other currencies shown on the website are only as an orientation. If case of curtailment, please note that we will return the money of the nights remaining except one night that we will charge as curtailment penalty. If you already have a reservation but wish to pay the remaining balance before you arrive, contact [email protected] and they will send you the details of our bank account to make a bank transfer.
I have a special request. How can I send it to you?
For special requests please email [email protected] or [email protected]. Take into account that large tour operators send us number of rooms sold but no names until nearer the arrival date so if you are travelling with a large tour operator like Thomas Cook, Cosmos or First Choice please send us the request within the last month prior to arrival.
I have already booked, can I upgrade to a premium or family room?
If you have booked with a tour operator please check with them to see if there is any chance you could modify the booking. If they do not, then upgrades are only on arrival subject to availability. If you have booked on our website, please email [email protected] to send your request.
We have a late arrival to the hotel, will there be any food available?
We have a restaurant open for snacks until midnight. After that there is tea, coffee, water and juices from the 24 hours machines.
Our flight does not leave until late on the day of departure. Can we still enjoy the all inclusive?
You must vacate your room by 11am but we can put your luggage in the luggage room until you leave, you can still enjoy all the facilities and the all inclusive, you can even go to the water park and at the end of your day, we can provide you with a courtesy room to shower and change before you leave. Another option is a late check-out depending on availability and at a cost.
We have an early flight. Can we have an early breakfast?
Please inform reception and the restaurant will open a bit earlier for you. Earliest opening time is 6am on special cases, only continental breakfast.
I am still not sure about booking your hotel. Where can I find more information?
Please visit our YouTube channel with dozens of videos, Facebook page with all the latest and most up to date information, photos on flickr or Instagram, twitter account and Pinterest account

Transfers

How can we get to the hotel?
We offer transfers, shared or private, via our partner company Hotelbeds. To book, click here. This same link you will also find it at the bottom of our web page.
How long does the shuttle bus transfer that you offer on your website take?
It takes more or less one hour from the airport to Club Mac, but it depends on whether our hotel is the first drop off or the last!!
How much does a normal taxi cost?
More or less 70 to 75 Euros, but take into account that they will take a maximum of 4 people and a limited amount of luggage in the boot.
How can I get to the beach?
We have a free bus that runs to and from the beach from 10.00 to 17.00 and it leaves from the main gate.
How can I get to the port?
During high season there is a free bus at your disposal which will take you to the port with numerous restaurants and bars. This service is available in high season daily from 7.30pm to 10.30pm.
Which is the nearest airport to Club Mac?
Majorca only has one airport and its code is PMI. If you are searching on Easyjet, it appears as Majorca (Palma) PMI and on Ryanair for example simply as Mallorca with a double l, while on Thomson’s website it appears as Palma de Mallorca (PMI)

Buildings and Rooms

Which building will I be staying in?
If you have booked with First Choice and Thomson Holidays you will be staying in Saturno. All other guests will be staying in Jupiter or Marte and allocation is on arrival. All clients have full use of all the facilities, including the restaurants in other buildings.
What do the rooms look like?
We have standard rooms with two double beds or one double bed plus sofa bed with pull out underneath, premium rooms with a double bed and bunk beds and family rooms with two rooms, one with a double bed and the other with bunk beds and a sofa bed, separated by a wall or partition. Premium rooms and Family suites include high speed WiFi, premium TV channels, fridge, hairdryer and kettle. For photos of all the rooms you can visit our rooms section.
What is the capacity of your rooms?
Standard rooms fit a minimum of 2 adults and a maximum of 3 adults and 1 child or 2 adults and 2 children. Premium rooms fit a minimum of 2 adults and a maximum of 2 adults and 2 children. Family rooms fit a minimum of 2 adults and 2 children or 3 adults and a maximum of 2 adults and 3 children or 3 adults and 2 children. Children are considered to be between 2 and 12 years old.
Do you provide cots?
Yes we do and they are free of charge. If you have booked a room and your booking includes children under 2 years of age, you will automatically get a cot in the room, there is no need to request it.
Which channels are included in the TV?
BBC World News, CNBC, Sky News, Five and Tiny Pop. If you do not intend to enjoy the pools, the entertainment, the sun and all the activities going on at the hotel and stay indoors, you can buy a pay per view package per day or per week. The channels included in this price are Cartoon Network, Nickelodeon, Sky movies Disney, Sky movies Family, Cbeebies, Sky 1, Sky Sports 1, Sky Sports 5, BT Sport 1, BBC1, BBC2, ITV 1, ITV 2, ITV 3, ITV4, Channel 4, Film 4, CBS Action, Magic UK, TRUE movies 1, TRUE movies 1, TRUE drama, Disney Channel, Paramount and Discovery MAX. We also have another 15 Spanish channels often showing films in its original English version.

Food and beverage

Are there highchairs in the restaurants?
Yes, there are and they are plastic and grey, like the type you normally find in McDonalds, so that you get an idea of what they look like.
What kind of non-fizzy soft drinks are there for my children?
We have fruit juices, slushes, squash and chocolate milkshake
What brand are your soft drinks?
Pepsi, Kas and 7up
What hours do your bars and restaurants operate?
Please visit this page to see our bars and restaurants opening hours.
We have a late arrival to the hotel. Will there be any food available?
We have a restaurant open for snacks until midnight. After that there is tea and coffee from the 24 hours machines.
We have an early flight. Can we have an early breakfast?
Please inform reception and the restaurant will open a bit earlier for you. Earliest opening time is 6am on special cases, only continental breakfast.
One person in our party has food allergies. Can you help us with that?
Club Mac offers 3 restaurants with a large variety of foods due to the amount of people we cater for. When entering the restaurants please talk to the maître who in turn will ask the chef which foods contain the elements your family member is allergic to. Also if advised about a week before they will try to have gluten free bread for you. Email is [email protected]
We are going to go on excursions; can we have a packed lunch?
We do provide packed lunches as long as you can provide an excursion ticket or a car hire agreement.

Water Park

Does my booking include water park?
All bookings include Hidropark, no matter who you book with. Thanks to a further agreement Club Mac guests will also have 20% discount on food and drink.
What are the conditions of access to the water park?
The hotel has an agreement with the water park thanks to which our customers can access to the site for free and enjoy a 20% discount on food and drink.

Entertainment

How much is the kids club?
The hotel kids club runs from 10am to 12pm and from 3pm to 5pm, plus the mini disco in the evenings. It is free of charge. We remind you that for the minis aged 4 to 8, we require a grown up to come along too.
What kind of activities can we expect?
For a good insight into our entertainment programmes please visit the entertainment schedules. Please take into account that the activities can change without prior notice.
Where can I get the music from the animation team?
Most people love it, if you do to, buy if before you leave! The CD is available from the Entertainment Team after the Mini Disco, from the Club House Desk and from the complex at our shop. Unfortunately, the CD cannot be sent on the post.
Do I need to bring any special clothes?
Every week we do a fancy dress party for the children, we provide costumes but perhaps you want to bring your own from home. Also we do special parties sometimes where there is a dress theme. To find out which week is which please visit us on Facebook where we will be giving out all the information.
We are coming at the beginning of May / end of October. Will all the entertainment be running as normal?
Yes, everything is open from day one and until the last day of the season, except some special activities that only take place during high season (mid June to mid September), but the normal daily schedule and shows are on all season.

Excursions

Do you sell excursions?
If you have booked with a tour operator, please contact your rep for possible excursions available. If you have booked online or with us, visit the reception desk and they will be able to help you in this matter.
How far is Marineland or Pirates Adventure (two of the most requested excursions)?
It takes more or less 45 to 50 minutes to get to both.
We are going to go on excursions; can we have a packed lunch?
We do provide packed lunches as long as you can provide an excursion ticket or a car hire agreement.

Babies

Are there highchairs in the restaurants?
Yes, there are and they are plastic and grey, like the type you normally find in McDonalds, so that you get an idea of what they look like.
What kind of non-fizzy soft drinks are there for my children?
We have fruit juices, slushes, squash and chocolate milkshake
Are there any shops nearby where I can buy baby items?
Yes, we have a shop at the hotel where you will be able to buy nappies, formula milk, nappy cream, talcum powder, baby oil, baby cologne, baby soap and shampoo, dummies, baby wipes, non-spill cups, sponges, juices and swimming nappies. We also sell fresh milk imported from the UK of the brand Cravendale.
Do you hire puschairs?
Pushchairs are available for hire via a local company through reception. Prices can be found here. You can request it at reception and they will bring it to the hotel within three hours.
Does the company you recommend for transfers provide child car seats or booster seats for the transfer?
They do on private transfers but they don’t on shared transfers. For further information please contact Hotelbeds transfers directly
Does the all inclusive cover my baby or child up to 2 years of age?
No, toddlers that eat normal food can of course make full use of our food and beverage facilities, but we do not offer any baby food under the all inclusive. In the restaurant, there are baby corners where you will be able to buy baby jars and microwaves to heat up any food.
There are also microwaves available in the halls of the buildings for your convenience out of restaurant hours.
My baby is still with formula milk, can I buy formula milk at Club Mac?
Some of the UK brands are also on sale in Spain under a different name. Aptamil is the same in Spain but it is only sold in chemists, Cow and Gate is called Almiron and it is found in supermarkets along with Hipp and other Spanish brands. SMA is not sold in Spain either, but being by Nestlé you will find other Nestlé formulas that your child might like.

Other

Are there any shops nearby where I can buy baby items?
Yes, we have a shop at the hotel where you will be able to buy nappies, formula milk, nappy cream, talcum powder, baby oil, baby cologne, baby soap and shampoo, dummies, baby wipes, non-spill cups, sponges, juices and swimming nappies. We also sell fresh milk imported from the UK of the brand Cravendale.
Do you have access to internet?
We have free WiFi in the halls of the three buildings. We also offer free high speed WiFi in premium rooms and family suites. If you have booked a standard room, you can get high speed wifi for a small cost per device per week.
Do you provide beach towels?
We do provide towels in the rooms but no beach/pool towels. Unfortunately you will have to bring them with you or you can buy them cheaply at the hotel shop.
I am coming without children, is there a special area for us?
Yes, we have a relax area that is adults only where you can relax and sunbathe. Also we have the Moon bar with branded drinks at an extra cost.
Which is the smoking policy?
All areas indoors plus the Dragons’ pool are non smoking. You are allowed to smoke outdoors in the rest of areas and in balconies, but please respect when children are around.
We are coming in May / October, what is the weather like then?
Please visit our blog where we have a post detailing weather averages for the low season.