Frequently asked questions

Which documents do I need to stay at the Hotel Palladium?

Following country nation-wide regulations, it is mandatory to hold a valid ID document in order to check-in and stay at a Hotel. The only documents currently listed as valid are:

• a valid and non-expired Passport
• a valid and non-expired ID card from a EU country

Please Note that a guest not holding a valid ID document cannot be registered and thus will not be allowed to stay, so the reservation status will appear as “no-show” for all cancelation policy purposes

When do I have to pay for my stay?

Bookings tagged with a “Non-Refundable” rate require the whole of the stay to be prepaid at the time of booking or several weeks prior to arrival, long before the check-in date.

Most bookings however, will allow the full - or partial - payment for your stay to be fulfilled several days before your arrival or during check-in when you arrive at the hotel:

“Fully-Flexible” policy bookings will allow the payment for the whole of your stay to be fulfilled during check-in when you arrive at the hotel.

“Flexible” policy bookings require a partial payment several days before your arrival date as a booking guarantee. The remaining amount is to be paid during check-in when you arrive at the hotel. Please note that the partial payment is meant to cover the applicable cancellation fees policy as well as “No Shows”. This information is clearly stated on the booking cancellation policy information during the booking process.

Cancellation policies

#1 Fully-Flexible Rate

The cancellation policy will depend on the rate chosen and the conditions to which each rate is subject. Details of the cancellation policy can be found on your booking confirmation.

If the booking has been made through a travel agency or other website, you must contact them to manage the cancellation of your booking.

#2 Flexible Rate

The cancellation policy will depend on the rate chosen and the conditions to which each rate is subject. Details of the cancellation policy can be found on your booking confirmation.

If the booking has been made through a travel agency or other website, you must contact them to manage the cancellation of your booking.

#3 Non-refundable Rates

It is required to prepay for the whole of the stay at the time of booking or several weeks prior to arrival, long before the check-in date.

Cancelling for free is only possible before the prepayment: once the prepayment has been made, it is non-refundable and it is also not possible to change or modify the reservation.

How can I pay for my stay?

The hotel Palladium currently accepts the following payment methods:

Cash: following national regulations the hotel may accept

• a maximum of 2.500,00 € cash for Spanish tax-residents and companies
• a maximum of 15.000,00 € for non-Spanish tax-residents and companies

Credit Cards:

VISA and Mastercard cards are accepted

Maestro cards are only accepted for “on-prem” payments at the hotel: either in the presence of the cardholder or using a secure electronic payment with authentication if the cardholder is not present. Please note Maestro cards cannot be accepted as security/damage deposit

Diners, American Express and JCB cards are not accepted.

Apple-Pay

Bicycle & skates

Our guests may use a specially tuned 24h CCTV-monitored bicycle/skates free indoor garage area for repair/storage/assembly. Located across the Cerdanya street, it is easily accessible in front of the hotel's back entrance.

Please note no bicycles or skateboards are allowed into the building: you may not bring them into the hotel’s main building. Specifically, introducing, mounting or assembling bicycles in the rooms or bringing them into the elevators or through the stairs is strictly forbidden.

Since available space in the garage area is limited, we greatly encourage our to-be guests to contact us in advance before you book your room so we can block a slot for you.

Pets

No pets are allowed on any hotel premises whether indoors or outdoor

What is the security/damage deposit?

Guests staying at the Hotel Palladium may be required to provide a fully-refundable security deposit either cash or using a valid credit card

This deposit will be fully-refunded back during check-out provided no damages have been made to the room and/or common areas. ON-site security CCV cameras recorded evidence may be used should reasonable questions were to arise

Under which circumstances shall the Hotel charge my security/damage deposit?

Smoking in a non-smoking area: Hotel Palladium is a smoke-free hotel; smoking is strictly prohibited in all rooms and balconies, as well as in the hotel’s common areas, including outdoor spaces such as the Patio and Terrace.

Failing to comply will result in:

• a 80 € fee which will be immediately charged against your security/damage deposit, since the hotel will have to undress the whole room including furniture, curtains and all fabrics and undergo a thorough cleaning process to remove the remaining smell odors and nicotine deposits on the walls in order not negatively affect the next guest using the room.
• in addition to the 80 € fee, the hotel will charge the required amount to cover the damages caused by burns/smoke/flames and/or other smoking effects

Entering a bicycle or a skate into the building:

As you can read in this FAQs pages, no bicycles or skateboards are allowed into the building: you may not bring them into the hotel’s main building. Should you fail to comply, not only would you be putting in danger the building’s as-well-as other guests’ security and integrity but you would also force the staff to commit to a deep and thorough cleaning, disinfecting and re-painting of all the involved areas including the corridor’s carpet as well as potential refurbishing of affected metal areas. This behavior would result in a minimum 120 € fee which will be charged against your security/damage deposit.

Hotel Palladium zero-damage policy is actively being monitored in Guest rooms, meeting rooms, Gym and common areas: our staff keeps working hard to provide the best experiences to our guests since damages to the property negatively affect other current and to-be guests. Failing to comply will result in charging the damages to your security/damage deposit. We greatly encourage our guests to let us know asap should they find damages in the room when checking-in so we can register and sort them out immediately.

Is there a telephone in my room?

Our establishment offers a safe, contactless experience: the hotel has replaced room phones with a more hygienic communication solution. You can either use your own device—at any time, you can contact our staff from your room using a QR code with your own smartphone—or use our own wireless devices, which have been sanitized and are available at reception.

Does the hotel have accessibility features?

The hotel Palladium aims to make your stay comfortable. We continually strive to make our hotel and experience as accessible as possible to meet your needs:

Accessible entrance at Nr. 6, Cerdanya Street
Route from the hotel's accessible entrance to:

• Registration and check-in area
• Accessible guest rooms
• Patio, Lobby & Bar
• Breakfast area
• Workspaces & meeting rooms Nr. 1 & 2
• Public restrooms

Important Note: due to limited Accessible room availability, pls check availability with our staff first before you book your stay.

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Check-in and check-out times:

Check-in starts at 3 pm. Whenever possible, our guests will be welcome to check in earlier – please confirm this option upon arrival with our front desk team.

Check-out time is until 12 pm, so our guests must leave their room before midday.

In case you need a late check-out, please contact our front desk to inquire upon availability. Please note that this will depend on the hotel’s occupancy level and must always be confirmed by our team.