Frequently Asked Questions
Have questions before your stay such as what is open and closed due to current restrictions? Are there any additional fees? What is check-in and check-out time? Getting ready to book your room…. read our Book Direct section, you’ll be happy you did.
Additional and most frequently asked questions below.
BOOKING DIRECT WITH THE HOTEL - BENEFITS YOU WILL WANT TO KNOW!
When I book directly on the hotels website, what does that mean to me as a guest? Our direct booking guests are our most important and most valuable guests. By booking direct, our guests and Honors members receive flexible cancellation policies, preferred room assignments, preferred special requests, higher level considerations for early check-in, and late check-outs, and very last choices for the unfortunate and unforeseen times of relocation occurrences. Our rates and members rates includes the above preferences always and are highly preferred when staying at our hotel.
Viewing a lower rate? We also rate match! Please contact our reservations department at 833-447-9195. Our reservations team is more than happy to review lower rates and honor a rate you might be seeing on Expedia, Booking.com, Priceline, etc. Verification of same room type, and dates of travel must be confirmed and viewed live by our agents to match. Please rate match to prior to booking, most times you are unable to cancel if you already booked somewhere else. Another benefit to booking direct, we are more flexible with your business.
What about websites such as Expedia, Booking.com, Priceline, Agoda, etc? We have good standing partnerships with and honor of course reservations booked on these sites. Please note, the preferences and value in which your booking is viewed by the hotel is superseded by our Direct Booking and Honors guests. Bookings through third-party typically incur booking fees, more restricted cancellation policies, last availability for room assignments & special requests, and are first in line in the unfortunate and unforeseen times of relocation occurrences. It’s always worth and guaranteed a better choice when booking your vacation to choose to book directly with us rather than an online travel agency. Please beware of unapproved and non-partners such as Trip.com and FindHotel.com, do not be fooled by unapproved bait and switch rates and rooms offered on these sites.
VIP! When booking your stay with us for leisure or for business, we understand receiving the most value for your hard earned money, a comfortable and clean stay, and knowing you are our most valued guest is of the utmost importance. Booking direct with our hotel, will ensure these benefits and preferences all our guests so desire, and give you peace of mind you made the right choice! We guarantee it!
What are Hours of Operation?
- Fitness Center 6am-8pm, 6 ppl max at one time.
- Hot Tubs/Spas 8am-9pm, by appointment only, QR code scan onsite for availability
- Arcade – closed at this time
- Family Pool + Kids Splash Pad 8am-9pm
- Quiet Pool 8am-9pm
- Activity Center 8am-7:30pm
- Gas BBQ’s 7am-11pm
- Hand Sanitation Stations available throughout the property
- Cassara Kitchen & Bar – Now OPEN! Contact Front Desk for current menus and hours. Current hours daily 3pm-9pm.
- Karl Strauss Brew – open indoor, outdoor dining, check website for current hours and menus for breakfast, lunch, and dinner.
- 7 Mile Kitchen (located at Sheraton Carlsbad, free shuttle) – open for indoor and outdoor dining, check website for current hours and menu.
- Twenty/20 Grill (located at the Westin Carlsbad, free shuttle) – open for dinner service, check website for current hours and menu.
- Courtesy Shuttle within 5 miles of hotel, 9a-5p, available upon request
- Front Desk – 24 hours
All onsite amenities subject to maximum occupancy cap to follow state/county ordinances and allow distancing
What are check-in and check-out times?
Check in time is 4pm and check out time is 11am.
Early check in is not guaranteed and is based on availability of rooms available from night prior. However, know that our friendly guest service agents will do their very best to accommodate you if they are able to.
All guests are welcome and encouraged if arriving earlier than check in time, to check in with the front desk, pre-register for your room, check your luggage if you like, and enjoy our onsite amenities while you wait.
What is your current California county tier status?
In San Diego county, we are currently in the Orange Tier. Our resort is fully open and are excited having our guests back. We’ve missed you!
We encourage our guests to review all federal, state and local permitted traveler guidance before making a reservation and before travel, as this guidance is being updated frequently. Please refer to https://covid19.ca.gov and https://www.cdph.ca.gov for the up-to-date information.
What additional steps is hotel taking due to pandemic?
We know that you are as excited as we are to welcome back travel, even if it looks a little different these days. We also understand that our guests’ expectations for cleaning and disinfection have changed. That’s why Hilton has partnered with RB, makers of Lysol® & Dettol®*, to help deliver an even cleaner stay for our guests with the creation of the Hilton CleanStay program. Our promise to you is to deliver the same level of reliable and friendly service you’d expect from Hilton, but with the added confidence of industry-leading hygiene practices created to keep you safe. Visit the Hilton CleanStay website for further details.
Our hotel also proudly offers Digital Key, which allows you to have a contactless check-in, chose your room, and use your smartphone as your hotel key. Simply download your Hilton Honors App to get started!
Are you pet-friendly?
Yes! We proudly welcome your furbabies at The Cassara Carlsbad. A few notes before you arrive of our current pet policies:
- Non-Refundable Pet Fee applies of $85 per stay
- We accept max 2 animals, and their combined weight must not exceed 25lbs
- All pet-friendly rooms are located on our 1st floor for easy convenience
- Pets must remain with owner at all times and should not be left in the hotel room
What is your cancellation policy?
Cancellation policies may vary depending on the rate and dates of your reservation. Please refer to your reservation confirmation to verify your cancellation policy. If you need further assistance, call the hotel directly at 833-447-9195 or contact customer service.
Do you require face masks?
In accordance with CDC guidelines, we require face coverings in all public areas of our hotel for guests and Team Members. We appreciate your understanding and look forward to serving you.
Considerations before you travel
Before you travel, we encourage you to perform a self-assessment COVID-19 health screen. If you or any persons in your travel party are experiencing any flu-like symptoms associated with COVID-19 including fever, chills, cough, shortness of breath, fatigue, muscle ache or pain, sore throat or new loss of taste or smell or if you or anyone in your travel party have been exposed or in close contact with anyone who has been diagnosed with COVID-19, please follow the recommendations of public health officials and stay home. For additional information concerning COVID-19 or a self-assessment COVID-19 health screening, please refer to Centers for Disease Control and Prevention on their website. We reserve the right to restrict resort access for any persons experiencing or exhibiting any coronavirus or flu-like symptoms.
COVID-19 WARNING: Our resort is a lodging facility. Please consider that there is an inherent risk of exposure to COVID-19 or other infectious diseases in any place where people are present. COVID-19 is an extremely contagious disease that can lead to severe illness and in some cases, death. According to the Centers for Disease Control and Prevention, EVERYONE IS AT RISK of contracting COVID-19. Older adults and those with underlying medical conditions are especially vulnerable. Although we have implemented recommended practices to promote the health and safety for all of our timeshare owners, guests and employees, we cannot ensure 100% or be held liable that our premises are free from contagions, whether caused by us or any of our guests or employees. By voluntarily entering and being present at our resort facilities, you (and each person in your travel party) acknowledge and agree to accept complete and sole responsibility of the inherent risks associated with potential or actual exposure to infectious disease contagions.
Can I make a special request?
At The Cassara Carlsbad, it is our goal to make your stay with us the most memorable it can possibly be. Please note special requests outside of our guaranteed current policies, are not guaranteed however we will do our very best to accommodate you!
You may add your requests in your online booking, or we also recommend to contact our reservations department prior to arrival at 833-447-9195, to add any additional notes or requests. Our reservationists can also answer any questions you might have as well prior.
Note due to our exclusive and beautiful location, Partial Coastline view rooms are most popular, and are unlikely to be available for requests. We highly recommend booking and confirming a View room type to guarantee your partial or coastal view accommodations.
Remember to also BOOK DIRECT! All special request preferences are first considered for our Book Direct and Hilton Honors members. Being our most valued guests, our team will review and do our very best to accommodate you first!
What Fees are applied to my reservation?
Our Urban Fee is $20+tax per day, and includes $20 food/beverage credit to our onsite outlet, 1 hour free bike rental, and complimentary Premium Wi-Fi.
Parking Fee is $24 per day, convenient available parking in our covered garage or in designated lot areas.
Interested in a hosting an event or meeting?
Do you offer Day Use?
Due to high demand of our most coveted onsite amenities, and to maintain safe restrictions, our property amenities are strictly reserved for registered hotel guests only.