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Digital Key FAQs

¿Qué debo hacer si mi llave digital no funciona?
Comprueba que el Bluetooth y la ubicación estén habilitados en tu dispositivo, y que la aplicación de servicios de art'otel también tenga acceso a la ubicación y al Bluetooth para abrir la puerta. Si la llave digital sigue dándote problemas, nuestro equipo de la recepción con gusto te ayudará.
¿Qué ocurre si tengo una llave digital y me roban el teléfono, este deja de funcionar o lo dejo adentro de la habitación?
Dirígete a la recepción, nuestro equipo te ayudará con gusto.
¿Puedo compartir mi llave digital?
Puedes compartir tu llave digital con los huéspedes que estén incluidos en tu reserva. La cantidad de llaves digitales que podrás compartir dependerá de la cantidad de adultos que se indiquen en tu reserva. Si solo hay un adulto en la reserva, no podrás compartir la llave digital.
¿Puedo tener una llave digital y una tarjeta de acceso física?
Por motivos de seguridad, solo podemos dar una llave por huésped. Si tienes una llave digital y preferirías tener una tarjeta de acceso física, habla con el equipo de la recepción. Para cambiar una tarjeta de acceso por una llave digital, inicia sesión en la aplicación de servicios de art'otel con tu número de reserva. Cuando ya tengas tu llave digital, la tarjeta de acceso dejará de funcionar.
¿Cuándo y cómo puedo obtener mi llave digital?
Puedes obtener tu llave digital el día de tu llegada después de las 3 p. m. (o antes si el hotel te confirma que puedes registrar tu entrada de forma anticipada). Debes estar a no más de 2 km del hotel para obtener tu llave digital.


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Best Online Rates Guarantee

Found a lower rate? We’ll match it and give you an additional 25% discount on your stay.

Your reservation must be made on and claim must be validated by our Customer Care team.

The Best Rates Guarantee does not apply to the following rate types:

  • Qualified discount rates available to members of special programs or associations (i.e. AAA, senior, government, loyalty, employee discounts);
  • Special «exclusive offers» or «online coupons» or email solicitations not intended for the general public;
  • Rates not publicly available, such as negotiated Group or Corporate rates; including group extend-the-stay rates;
  • Package rates that include the room and other components such as parking, travel, car rental, entertainment, or meals excluding breakfast;
  • Rates found on opaque, bidding, or auction sites where the hotel brand, the specific hotel, the hotel location or price is not known until booking is finalized. Examples of these types of sites include but are not limited to Priceline and Hotwire;
  • Any other unpublished or private rates or sites requiring login.

Comparison Rates: The Comparison Rate must be found on a website available to be booked by the general public other than within 24 hours of booking your hotel room on and at least 48 hours prior to midnight hotel local time of your arrival date.

The Comparison Rate must be for the same hotel, same reservation date(s), same room type (i.e. room size and amenities), same number of guests, same currency as the confirmation email, and the same advance payment and refund policies and restrictions must apply.

The Comparison Rate must still be available at the time Customer Care validates the claim.

The rates will be compared net of any taxes, gratuities, or any other fees associated with the room rate; however, if the rate has taxes included, we will verify that the total cost of your Comparison Rate is lower so that prices are compared on a relative basis. Rate disparities solely attributable to rounding, fluctuations and/or difference in currency exchange rates are excluded from the Best Rates Guarantee. Claims will be denied when the difference between the Comparison Rate and the rate on is less than 1USD, 1EUR or 1GBP or equivalent in the local currency of the hotel.

When a claim covers a stay for multiple, consecutive nights, the rates will be reviewed based on the average over the entire stay (the total consecutive nights stayed by the same guest or guests in the same hotel, regardless of the number of check-ins or check-outs or separate reservations). Comparison Rates applicable to only a portion of the reservation will not be honored.

If your reservation meets these criteria, let us know by submitting the claim form.

Customer Care will verify the rate meets all of these Best Rates Guarantee terms and conditions and contact you via email. Once confirmed, we will match the lower rate and discount that rate by an additional 25%. For prepaid bookings, the difference will be refunded on the applicable credit card by the hotel. You may only submit one claim for each stay.

If a new reservation confirmation number is provided for the new rate, it must be presented at the hotel at the time of check-in.

The Best Rates Guarantee is void where prohibited by law.

We reserve the right to change or discontinue the Best Rates Guarantee at any time without prior notice. We retain the sole right to determine the validity of any claim, whether a rate qualifies as a Comparison Rate, and whether a claim has satisfied the terms and conditions stated herein. Any dispute arising out of or related to the Best Rates Guarantee shall be handled individually and without any class action and is subject to the terms of the site usage agreement found on If the Comparison Rate is reserved through any Website other than, we are not responsible for any fees or other costs incurred due to cancellation of a reservation.

With our Best Rates Guarantee you can book on and be confident you are receiving the best hotel room rate available on the web – guaranteed. If you find a lower rate within 24 hours of booking and at least 48 hours prior to your arrival date, submit a claim and we will honor the lower rate and discount that rate by an additional 25%. Book today!

Who do I contact if I see a lower rate on another website?

  1. Within 24 hours of making your reservation on, visit the Contact us section of and select “Online” contact method and “BORG claim” for topic.
  2. A completed claim form must be submitted within 24 hours of the booking and at least 48 hours prior to midnight local time of the hotel arrival date to be eligible.