Frequently asked questions
Quick answers to help you plan your stay.
About the hotel
How do I get to the hotel from Biarritz station or airport?
The hotel is at [full address]. From Biarritz (La Négresse) station or Biarritz Pays Basque airport, allow [duration] by taxi or car. Coming from Paris, the TGV serves Biarritz and the A63 motorway leads straight to the town. We recommend booking your transfer in advance in high season.
Are you pet friendly? Can I bring my pet?
Our accommodation pages mention pets up to 8 kg. Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Does the hotel offer parking? Is it chargeable?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
What is the voltage of the sockets in the hotel?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Does the hotel have fast Wi-Fi for remote work?
Yes. All our accommodations have fibre-optic Wi-Fi.
Does the hotel have its own restaurant? Is it open to the public?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Is the hotel accessible to guests with reduced mobility?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Is the atmosphere suitable for children, or more for couples?
Our accommodations are designed for 2 people, in a calm, wellness-oriented setting. Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
What leisure options does the hotel offer?
Pool with a view, spa and wellness, beach access, concierge, room service and digital check-in. Also discover our activities on the “Things to do” page.
Do you offer a beach service or partnerships for tourist trips?
In your confirmation e-mail, we send you the link to our Web Concierge with personalised tips, activities and restaurants. Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Rooms and accommodation
What are the check-in and check-out times?
Check-in starts at 2:00 pm and check-out must be completed by 12:00 noon. For a late check-out, ask at reception (subject to availability and an extra fee).
What is the policy for children and cots?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Is it possible to add an extra bed?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
What is included in the nightly rate?
Each accommodation includes the facilities and services listed on its page (air conditioning, fibre Wi-Fi, Smart TV, spa access, etc.). For the details of your rate, please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
What is the difference between the room categories?
Float: 35 m², king-size bed, balcony with garden view. Drift: 45 m², super king bed, large private balcony with sea view, integrated lounge and soaking tub. Ascend: 70 m², premium king bed, panoramic lounge, large balcony and prime sea view.
Do the rooms have air conditioning and heating?
All our accommodations are air-conditioned. For heating, please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Is smoking allowed in the rooms or on the balconies?
No. Our accommodations are non-smoking and smoking is not allowed anywhere on the property.
Do the bathrooms have a hair dryer and amenities?
Yes, every bathroom has a hair dryer. Amenities are by L’Occitane (Float apartment and Drift loft).
Is there a safe in the rooms?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
How does the minibar service work in the rooms?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Bookings and offers
How does the cancellation or modification policy work?
For standard rates, you can cancel or change free of charge up to [7 / 15] days before check-in. Late cancellations mean the deposit is kept. “Non-refundable” rates do not allow changes or refunds.
What happens in case of a no-show?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Do I get a discount if I book directly through the website or WhatsApp?
Yes. Booking direct gives you access to the best available rates and special conditions: online, by phone or by e-mail.
Which payment methods do you accept for the booking?
To guarantee the booking: a 50% deposit by bank transfer (SEPA), with the balance paid on arrival; a bank card can be given as a guarantee (no immediate charge). Payment in 3 instalments by bank card is possible (Easy payment offer). Cheques are not accepted.
Do the booking rules change on public holidays and in high season?
Some periods have specific offers, such as the Surf and ocean offer. Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Do you have a “Child Free” policy (children stay free)?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Do you have special packages for honeymoons or romantic occasions?
Yes: our “Romantic experience” offer includes one night in the Drift loft, a bouquet of roses and sparkling wine, a candlelit dinner, breakfast in the room, a massage for two and an exclusive soak at the spa.
Are there discounts for long stays?
Yes: our progressive discount gives 10% off from 3 nights, 15% off from 4 nights and 30% off from 5 nights or more.
Can I combine a discount coupon with an offer that is already active?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
How do bookings and discounts for groups work?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
The area and activities
Contact
What are the official channels for contacting the hotel?
You can reach us by phone or WhatsApp on +55 17 99678 3902, or by e-mail at contato@helium-solutions.com.
What are the opening hours of the reservations desk and reception?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
How soon will I get a reply to my message?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
How do I get to the hotel from the nearest airport or bus station?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Do you offer a transfer service?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
How do I organise a corporate event or a wedding at the hotel?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
I left an item at the hotel. How can I get it back?
Write to us by e-mail or WhatsApp describing the item and the dates of your stay: please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Where can I read other guests’ reviews?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
Can I schedule my check-in in the middle of the night?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
I would like to send my CV to work at the hotel: how do I do that?
Send your CV by e-mail to contato@helium-solutions.com.
What is the best time of year to visit Biarritz?
Every season has its charm! Biarritz can be visited all year round: beaches, surfing and swimming from June to September, big waves and a moody atmosphere in autumn, thalassotherapy and coastal walks in winter. Our hotel is ready to welcome you all year round with maximum comfort.
How far is the hotel from the nearest airport or bus station?
Please contact our team on +55 17 99678 3902 or at contato@helium-solutions.com.
What are the must-see attractions near the hotel?
The Grande Plage, Côte des Basques and Miramar beaches, the Rocher de la Vierge, the Biarritz lighthouse, the Halles market, and trips to Saint-Jean-de-Luz, Bayonne and La Rhune. Discover them on the “Things to do” page.
Do you have special rates for public holidays and high season?
Yes, depending on the period (for example the Surf and ocean offer). See the “Offers” page or contact us.
Can I check in earlier or check out later?
Check-in starts at 2:00 pm and check-out ends at 12:00 noon. An early arrival or late departure is possible subject to availability (an extra fee may apply).