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0 800 102 61 91UK Free
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0 800 000 4657Germany Free
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800 141 734Italy Free
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0034 971 92 64 86Other countries Europe Free
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800 990 1234Mexico Free
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1 888 660 90 70USA Free
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1 866 778 9077Canada Free
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0052 984 873 48 25Other countries
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1 849 937 08 17Dominican Republic Free
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+55 7 140 40 41 15Brazil
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0800 3458102Argentina Free
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800 914591Chile Free
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01800 5184354Colombia Free
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+1 844 411 00 77Jamaica Free
The Palladium Hotel Group is here to take care of you
We aim to make sure that you feel totally comfortable from the moment you start dreaming about your next holiday. That you can make your decisions with maximum peace of mind. That you don’t have to worry about a thing as you begin to imagine yourself in your dream destination.
We’re fully aware that unexpected events or situations can sometimes affect your holiday in one of our destinations. That’s why we want to ensure you are totally confident about booking with us by providing the following secure and transparent cancellation policies.
If you have to cancel your stay in our hotels, there’s no need to worry. Book direct through our website or call centre and choose the cancellation policy with the best conditions for your booking.
Booking and cancellation policies
A. Rates [1]
Flexible Rate - Pay at the Hotel*:
Book with complete peace of mind without prepayment and cancel without penalties.
If cancellation is made beyond the notice periods indicated in the rate details, the cost of the first night's stay will be charged (applicable to all rooms included in the reservation).
In case of no-show at the hotel without prior cancellation, a penalty will be charged. The amount varies depending on the establishment and travel dates. In the event of early departure, the total cost of the reservation will be charged as a penalty.
In the case of a reservation modification, the hotel will consider such reservation as a new one, updating the rate according to prices, availability, and conditions applicable on the day the modification is made.
Palladium Hotel Group reserves the right to pre-authorize the card provided during the reservation process and to charge the first night as a deposit guarantee, which may become non-refundable in case of late cancellation.
This information is non-binding. The applicable payment and cancellation policies are those established during the reservation process and in the booking confirmation voucher.
Flexible Rate - Pay Now*:
A partial charge will be made at the time of booking, and the remaining amount will be charged 15 days before check-in. If check-in occurs within 15 days of booking, the full stay amount will be charged.
In case of no-show at the hotel without prior cancellation, a penalty will be charged. The amount varies depending on the establishment and travel dates.
In the event of early departure, the total cost of the reservation will be charged as a penalty.
In the case of a reservation modification, the hotel will consider such reservation as a new one, updating the rate according to prices, availability, and conditions applicable on the day the modification is made.
This information is non-binding. The applicable payment and cancellation policies are those established during the reservation process and in the booking confirmation voucher.
Semi-Flexible Rate*:
A non-refundable charge of 10% of the total reservation will be made at the time of booking.
In case of cancellation, the 10% of the total reservation amount will not be refunded.
Any reservation that does not show up at the hotel without prior cancellation will incur a charge equivalent to the total cost of the reservation.
In the event of early departure, the total cost of the reservation will be charged as a penalty.
In the case of a reservation modification, the hotel will consider such reservation as a new one, updating the rate according to prices, availability, and conditions applicable on the day the modification is made.
This information is non-binding. The applicable payment and cancellation policies are those established during the reservation process and in the booking confirmation voucher.
Non-Refundable Rate*:
A non-refundable charge of 100% of the total stay will be made at the time of booking. Any cancellation will incur a charge equivalent to 100% of the total stay. No modifications or refunds are allowed.
This information is non-binding. The applicable payment and cancellation policies are those established during the reservation process and in the booking confirmation voucher.
Installment Rate*:
100% of the reservation amount will be charged, payable in 3, 6, 9, or up to 12 installments, applicable only with participating cards issued in Brazil.
If the reservation is canceled within the penalty-free cancellation period, a Service Fee of 200 BRL per room will be charged, and the remaining amount will be refunded according to cancellation policies.
In case of no-show at the hotel without prior cancellation, a penalty plus the service fee will be charged.
In the event of early departure, the total cost of the reservation will be charged as a penalty.
If the reservation modification occurs within the penalty cancellation period, the cost of the first night's stay will be charged.
This information is non-binding. The applicable payment and cancellation policies are those established during the reservation process and in the booking confirmation voucher.
Flexible Rate - 10% Prepayment*:
10% of the total amount will be charged at the time of booking, and the remaining amount will be charged at check-in.
If the reservation is canceled within the penalty-free cancellation period, the amount paid will be refunded.
If the reservation modification occurs within the penalty cancellation period, the cost of the first night's stay will be charged.
In the event of early departure, the total cost of the reservation will be charged as a penalty.
In the case of a reservation modification, the hotel will consider such reservation as a new one, updating the rate according to prices, availability, and conditions applicable on the day the modification is made.
This information is non-binding. The applicable payment and cancellation policies are those established during the reservation process and in the booking confirmation voucher.
B. Identification and payment method
During check-in at the hotel, customers must (i) present the same credit card used for prepayment of the reservation, if prepayment was chosen as the payment method when booking; and (ii) prove that they are the owner of said credit card. If this cannot be done, the hotel will make a charge for the entire stay and refund the prepayment made during the booking. At the same time, customers must also present the ID document which they used to complete the form when making the booking.
C. Group reservations
These booking and cancellation policies do not apply to bookings made through the Palladium Hotel Group's MICE channels nor bookings made on the website or through the call centre that include more than four (4) rooms at Only You Hotels or more than three (3) rooms in other hotels.
D. Special offers
These booking and cancellation policies may not apply to special deals that Palladium Hotel Group may offer from time to time. In such cases, bookings will be subject to the specific terms and conditions of the special deal that will be indicated when the deals are published.
E. Adults Recommended Hotels [2]
The services provided by “Adults Recommended” hotels are specially aimed at adult travellers. The accommodation of guests under the age of 16 is discouraged.
[1] There is no general rate list for all the hotels in the Palladium Hotel Group portfolio. Please check the rates available in each hotel during the booking process
[2] Applicable to hotels in Europe.
Not all rates are available in all hotels, months and destinations. The rates applicable to each hotel are those available on this website or contact center at the time of booking. If you have any questions, our contact center experts will be able to assist you at all times.