FAQ

RESERVATIONS

1. How do I make a reservation?

Reservations can be made on malanahotels.com by:

Step 1:
  • o Select check-in and check-out dates
  • o Select the number of adults and children in your party
  • o Click ‘Check Availability’
Step 2:
  • o Click the ‘Step 1, SEARCH’ button located under the hotel logo to start fresh or continue browsing the ‘Step 2, RESULTS’ page
  • o Sort by ‘Room Type,’ ‘Rate Type,’ or ‘Price’
  • o Or select the ‘Packages’ tab for special offers
Step 3:
  • o If you sorted by ‘Room Type,’ ‘Rate Type,’ or ‘Price’
  • o Click ‘Select’ for the rate type based on the room you desire
Step 4:
  • o Complete the ‘Guest Information’ page
  • o Complete ‘Special Requests,’ if any
  • o Complete ‘Billing Information’
  • o Click to accept ‘Terms and Conditions’
  • o Click ‘Reserve’
  • o A reservation confirmation number will appear

Reserve a room now.

2. Where can I find room descriptions?

escriptions of rooms can be viewed on the webpage or during the online room reservation process.
To view room descriptions on hotel-specific sites:

Step 1:
  • o Select ‘Photos’
Step 2:
  • o Select ‘Rooms’

You can also select the dates of stay and move forward to the reservation tab for a full description of the room types.

To view room descriptions during the online reservation process:

  • o Select check-in and check-out dates
  • o Select the number of adults and children in your party
  • o Click ‘Check Availability’

To begin, please visit our Reservations page.

3. What is the room rate? What taxes and/or additional charges apply?

Room rates and availability display on malanahotels.com during the online reservation process.
After selecting a specific room by clicking ‘Select’ next to the desired rate, the ‘Guest Information’ page will display. This page includes a ‘Reservation and Cost Summary’ section on the left side. The total rate, including additional charges and taxes appears here. Rates displayed do not include charges for special requests.

4. Can I get my corporate rate when making a reservation online?

When available, corporate rates may be reserved online by following the steps below:

Step 1:
  • o Go to malanahotels.com
Step 2:
  • o Select check-in and check-out dates
  • o Select the number of adults and children in your party
  • o Click ‘Check Availability’
Step 3:
  • o Click the ‘Step 1, SEARCH’ button located under the hotel logo to start fresh
  • o Enter the rate code
  • o Continue the reservation process by selecting ‘Search’
  • o Sort by ‘Room Type,’ ‘Rate Type,’ or ‘Price’
  • o Or select the ‘Packages’ tab for special offers
Step 4:
  • o If you sorted by ‘Room Type,’ ‘Rate Type,’ or ‘Price’
  • o Click ‘Select’ for the rate type based on the room you desire
Step 5:
  • o Complete the ‘Guest Information’ page
  • o Complete ‘Special Requests,’ if any
  • o Complete ‘Billing Information’
  • o Click to accept ‘Terms and Conditions’
  • o Click ‘Reserve’
  • o A reservation confirmation number will appear

If you are unable to make a corporate rate reservation online, it is because of restrictions placed by your firm as to possible approval process that you must follow to make reservations using your company corporate rates. Please contact your travel department or supervisor for assistance with your reservation.

5. Can I book more than one room at a time?

Yes, you can reserve four rooms at a time. After selecting your travel dates, please select the number from the ‘Reservation’ box titled ‘Rooms.’
Make a reservation now.

6. How will I know if the room I’ve selected is available?

The system will display available rooms during the reservation process.

7. Will I be guaranteed that my room will have the bed type, view or location I requested?

When making a reservation online, you can select a bed type specific room.
Malana Hotels and Suites is committed to accommodating room type preferences and requests. Occasionally, we receive more requests for a particular room type than are available at the hotel. If this happens, although we cannot guarantee, every effort will be made to meet your room preferences.

8. What is Malana’s reservation guarantee?

If you book a room on malanahotels.com and prepay with a credit card, reserve through our toll free reservation desk or directly at the hotel, Malana will have a room reserved for you when you arrive, or will provide, at no cost to you a free night at a comparable hotel.

9. Does Malana guarantee my non-smoking room preference?

All rooms at Malana are non-smoking and our entire facility is non-smoking. Designated smoking areas can be found in select locations of the property.

10. How old must I be to reserve a room?

Generally, the minimum age to reserve a guestroom at Malana is 18 years old.
A person of the minimum age requirement must be present at check-in and become a registered guest in the room.

11. Can I pay for another guest’s room (a friend, family member or co-worker, etc.) with my credit card?

Yes, you may pay for another guest’s room with your credit card. Please complete the Malana Credit Card Authorization Form, sign it and fax it to the hotel. The hotel fax number will automatically populate on the form. We require customers to submit this form for their own credit card protection.

12. What is a third-party credit card authorization?

Credit card authorization forms are used if the guest holding the reservation is not paying for the room. For a third-party individual to pay for a room, he or she must complete the Malana Credit Card Authorization Form, sign it and fax it to the hotel.

13. Do I need to send a credit card authorization form for multiple rooms at the same hotel that are being billed to the same credit card?

No, you only need to send one credit card authorization form. You will need to mention the names of each of the guests occupying the room and authorized to use the credit card authorization form for their stay. If the card does not process or the stay is extended whereby the original card does not have the necessary funds to accommodate the continued stay, the guest(s) occupying the room is responsible for the payment of room charges, amenities and services.

14. Why am I getting an error message that tells me I can’t save the form to my computer?

To protect your credit card information, we have disabled this form to save your information.

15. What type of identification must guests present at check-in if a third party is paying for the guest room?

The guest will be required to present valid photo identification at check-in. Additionally, if staying on behalf of a company the hotel may require the guest to present proof of employment.

16. Can I email the third-party credit card authorization form to the hotel?

In the interest of protecting your personal credit card information, we can only accept the Malana Credit Card Authorization Form via fax. Sending credit card information by email is not a secure method of transmission.

17. How will I know if the hotel received my authorization form?

Your fax machine should provide a date and time stamp that indicates when the fax was transmitted to the hotel. If you have any concerns regarding the status of the authorization form, please contact the hotel directly.

18. Will I receive a confirmation of my reservation?

Upon clicking “Reserve,” the booking process is complete. A confirmation number will immediately display on the screen and an e-mail confirmation will be sent to the address you provided within 30 minutes of making your reservation.

19. How can I review and/or modify my reservation before it has been submitted?

At any time before submitting your reservation, you can select “Change” within the “Reservation Summary” section on the left side of the page.

20. How can I review and/or modify my reservation after it has been made?

You may review or modify your reservation online using your last name and reservation confirmation number. Your details will be sent securely.
Some reservations may not be retrievable online. If you have problems retrieving your reservation, please contact the hotel directly.

PROFILE AND PASSWORDS

1. Do I need to set up an account or travel profile?

You do not have to set up an account or profile to make online reservations or browse malanahotels.com.

2. Will my information be kept secure? How will Malana protect my privacy?

Malana is committed to safeguarding your privacy online. We have posted a privacy policy to help you understand the nature of the personal information that we collect when you use this website and how that information will be used. For more information, view our privacy policy.

3. What payment options are available?

Purchases can be made using the following credit card types:

  • • American Express
  • • Carte Blanche
  • • Diners Club
  • • Discover Card
  • • MasterCard
  • • Visa

PAYMENT AND CANCELLATION

1. Do I have to send my credit card over the Internet to book a reservation? Is your reservation processing secure?

A credit card is required for all reservations made via malanahotels.com. For your protection, the reservation processing is handled on a secured server that encrypts your credit card information.
For more information about the security procedures on our websites, please review our privacy policy.

2. Do I need to guarantee my reservation with a credit card or some form of deposit?

Yes, a credit card is required in order to guarantee reservations made.

3. Will my credit card be charged prior to my arrival at the hotel?

Under normal circumstances, a credit card is charged only upon arrival.

In some cases, especially advance purchase discounted rates or during special events, a deposit may be charged prior to your arrival at the hotel. Guarantee policies vary by hotel. If the Malana hotel where you are staying requires a credit card deposit, your credit card will be charged as soon as the hotel can process it.
To determine whether your credit card will be charged prior to your arrival, please contact the hotel directly.

4. Which credit cards can be used to guarantee a reservation?

The following credit card types are generally accepted for reservations:

  • • American Express
  • • Carte Blanche
  • • Diners Club
  • • Discover Card
  • • MasterCard
  • • Visa

As you make a reservation online, the credit card types accepted at that particular hotel appear in a drop-down box next to the field where you type your credit card number.

CANCELING / CHANGING AN ONLINE RESERVATION

1. How do I cancel or change a reservation I have already made?

You may cancel or change your reservation online using your last name and reservation confirmation number. Your details will be sent securely.
Some reservations may not be retrievable online. If you have problems retrieving your reservation, please call the hotel directly.

2. If I cancel or change my reservation, will I get a refund or credit? Will I have to pay any fees?

Cancellation and deposit policies vary by the hotel and confirmed rate. The policies regarding your specific reservation are provided at the time the reservation is made. They are also provided in online, email, written and faxed confirmations.
Please contact the hotel directly to receive additional information regarding your reservation.

3. Will I be charged a night’s stay if I arrive late or miss my arrival date?

Reservations that have been guaranteed with a credit card and/or deposit are held for you until arrival. If you do not arrive at the hotel on your scheduled arrival date, cancellation policies will apply.
Please contact the hotel directly for additional information about your reservation.

BEST AVAILABLE RATE GUARANTEE

1. What are the requirements for submitting a claim for Malana’s Best Rate Guarantee Program?

When comparing rates between Malana and other sites, if you find a lower rate than what is offered on malanahotels.com contact the hotel directly. The Guest Care Associate will be able to verify the rate immediately without any delay. The rate must be for the same hotel, type of accommodations, room type and bed type as well as the same dates and number of guests. The lower rate must meet the Terms and Conditions to qualify for the Best Available Rate Guarantee. If the rate is found to be lower, we will provide you with a 10% additional discount.

Terms & Conditions
  • • Opaque or auction sites where the hotel brand and/or the specific hotel is not known until booking is finalized do not qualify for the Best Available Rate Guarantee. Examples of these types of sites include but are not limited to, Priceline and Hotwire.
  • • Web sites that “package” travel, entertainment, hotel and/or food components such as airfare and hotel stay, hotel stay and car rental, hotel stay and restaurant voucher, etcetera do not qualify for the Best Available Rate Guarantee.
  • • Packaged rates that include taxes, service charges, meals, coupons, parking, services, or other amenities do not qualify for the Best Available Rate Guarantee.
  • • Qualified discount rates including, but not limited to, Government, AAA or Senior Citizen Discounts do not qualify for the Best Available Rate Guarantee.
  • • Unpublished, negotiated rates with corporations, travel agencies, groups, associations or other rates that are specifically agreed upon by Malana and a specified and limited group, and are not publicly available do not qualify for the Best Available Rate Guarantee.
2. If I am able to find a lower rate, how do I contact Malana?

Contact the hotel directly at 830-879-4800 and a Malana Guest Care Associate will be available 7 days a week.

3. If I find a lower rate, after I have already booked my reservation on malanahotels.com, the toll free reservation desk or directly with the hotel, can I still qualify for Malana’s Best Rate Guarantee?

No. Our rates are dynamic and fluctuate based on occupancy. The Best Available Rate Guarantee is a promise that we will sell on all reservation channels for the same price as we do at the hotel, through our toll free reservation counter or on malanahotels.com for the time the reservation is made.

Terms & Conditions
  • • Opaque or auction sites where the hotel brand and/or the specific hotel is not known until booking is finalized do not qualify for the Best Available Rate Guarantee. Examples of these types of sites include but are not limited to, Priceline and Hotwire.
  • • Web sites that “package” travel, entertainment, hotel and/or food components such as airfare and hotel stay, hotel stay and car rental, hotel stay and restaurant voucher, etcetera do not qualify for the Best Available Rate Guarantee.
  • • Packaged rates that include taxes, service charges, meals, coupons, parking, services, or other amenities do not qualify for the Best Available Rate Guarantee.
  • • Qualified discount rates including, but not limited to, Government, AAA or Senior Citizen Discounts do not qualify for the Best Available Rate Guarantee.
  • • Unpublished, negotiated rates with corporations, travel agencies, groups, associations or other rates that are specifically agreed upon by Malana and a specified and limited group, and are not publicly available do not qualify for the Best Available Rate Guarantee.
4. When will I know if my rate will be adjusted?

All claims will be handled immediately via the telephone. The Malana Guest Care Associate will go to the web site where the lower rate was found and ensure it is for the same terms and conditions as the malanahotels.com rate and for the same length of stay. If the claim qualifies, they will apply the 10% discount.

5. Do I receive 10% off of each night?

The Malana Best Available Rate Guarantee is determined based off the total stay rate, not a nightly rate.

6. Are taxes and service charges included in the guarantee?

The Malana Best Available Rate Guarantee only applies to the total room rate. It does not apply to any taxes, service charges, gratuities or other fees.

7. What is acceptable evidence of a lower rate?

When you contact a Malana Guest Care Associate and inform them of the site where you found the lower rate, they will attempt to validate availability of the lower rate, and verify that it complies with the Terms and Conditions of the guarantee. If the rate is no longer available, the guarantee will not apply.

Terms & Conditions
  • • Opaque or auction sites where the hotel brand and/or the specific hotel is not known until booking is finalized do not qualify for the Best Available Rate Guarantee. Examples of these types of sites include but are not limited to, Priceline and Hotwire.
  • • Web sites that “package” travel, entertainment, hotel and/or food components such as airfare and hotel stay, hotel stay and car rental, hotel stay and restaurant voucher, etcetera do not qualify for the Best Available Rate Guarantee.
  • • Packaged rates that include taxes, service charges, meals, coupons, parking, services, or other amenities do not qualify for the Best Available Rate Guarantee.
  • • Qualified discount rates including, but not limited to, Government, AAA or Senior Citizen Discounts do not qualify for the Best Available Rate Guarantee.
  • • Unpublished, negotiated rates with corporations, travel agencies, groups, associations or other rates that are specifically agreed upon by Malana and a specified and limited group, and are not publicly available do not qualify for the Best Available Rate Guarantee.

CONTACT MALANA

1. Where do I send questions and comments about this website?

If you would like to comment on technical difficulties, please include a brief explanation along with the error message received and forward the comment to webmaster@malanahotels.com. We appreciate your feedback and we will consider your ideas when enhancing malanahotels.com with additional content and functionality.

2. Where can I send comments regarding a Malana stay?

We truly appreciate guest feedback. Please e-mail comments to malana-listens@malanahotels.com.

ADDITIONAL QUESTIONS

1. Where can I send my resume? Where can I find information about career opportunities within Malana?

To explore employment opportunities, please visit the website and click on employment opportunities.

2. How can I get information about Stash Rewards?

For information about the Stash Rewards frequent stay program, please visit Stashrewards.com.

3. Can I check in early or late?

Requests for early check-in or checkout are honored as space permits. If the hotel you are visiting is full, we may be unable to grant your request. However, you are invited to store luggage and enjoy the facilities until your room becomes available.

4. What is your corporate address?
  • 165 Mars Drive
  • Cotulla, Texas 78014
  • 1-830-879-4800
5. What if I have to check out of the hotel prior to my scheduled departure date?

Early departure fees may apply for checking out prior to your scheduled departure date. For specific details regarding these potential fees, please check with a Guest Care Associate or the hotel directly prior to your arrival.

6. What if I have a change of plans and need to cancel the reservation?

We have a 24 hour prior to arrival cancellation policy. In order to provide you with the Best Available Rate Guarantee, assure availability of room types for all guests and to efficiently manage the overall inventory of rooms available for any given day, we require a minimum of 24 hour notice to avoid one night room charge. Cancellation can be done online, by reaching our toll free reservation desk, or directly with the front desk. Certain advance purchase discounted rates are not eligible for cancellation refund. Please contact the hotel directly for additional information.

Terms & Conditions

  • • Opaque or auction sites where the hotel brand and/or the specific hotel is not known until booking is finalized: directly contact the particular site for reservation cancellations. Examples of these types of sites include but are not limited to, Priceline and Hotwire.
  • • Third party online travel sites: directly contact the particular site for reservation cancellations. Examples of these types of sites include but are not limited to, Hotels.com, Travelocity.com, and Kayak.com.
  • • Web sites that “package” travel, entertainment, hotel and/or food components such as airfare and hotel stay, hotel stay and car rental, hotel stay and restaurant voucher, etcetera: contact the particular site for reservation cancellations.

GENERAL HOTEL QUESTIONS

1. Is the hotel new?

The hotel is now 3 years old, custom designed with a fresh approach to midscale hotel design.

2. Is it an indoor corridor property?

Malana is a 100% all indoor corridor property.

3. Can I smoke at Malana?

We have exterior fresh air smoking zones for the enjoyment of our guests while accommodating all of our guests by providing a 100% non-smoking indoor environment.

4. If I smoke in a Malana room, what happens?

We would respectfully ask you to honor the wishes and comfort of all of our guests and refrain from smoking. If you should violate the non-smoking policy, we reserve the right to impose a fee of $250USD for a complete refresh cleaning of the room. We further reserve the right to refuse further services and will request that you look for accommodations elsewhere.

5. Do you have a pool? And is it heated?

We have opted to not build a pool at this location.

6. Is the hotel near restaurants and shopping?

The hotel is situated conveniently within the Las Palmas commercial development and a half mile from downtown Cotulla.

7. Is the hotel accessible friendly?

Our facility is designed to be friendly to guests with mobility restrictions with rooms on all 4 floors specially designed to accommodate wheelchair navigation.

8. Do you have hearing impaired rooms?

Yes. In addition to the accessible rooms, the hotel also has specially equipped rooms to make the stay of our guests with hearing impairment.

9. Does the hotel have easy access to the highway?

Malana Hotels is located with easy access from both the North and South side of I-35, approximately a quarter mile to the interior on Business Highway 81 and Mars Drive.