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Frequently asked questions
  • What credit cards are accepted?
    Visa, Master Card and American Express.
  • Is reserving online secure?
    Palladium Hotel Group uses all the most advanced security measure to ensure that your reservation is made securely.
  • How do I change/cancel a reservation?
    To cancel or modify a booking, please contact our Call Center. Phone number +34 971 92 64 86 calls from Spain.
  • Will the total amount be charged to my credit card?
    Bookings made through the web are not charged until you arrive to the hotel. The number and data of the card are entered into the system merely as a guarantee of the reservation. In the case of last minute deals or specific offers (please consult conditions of the offer), the total amount of the reservation is charged prior to arrival.
  • Is my reservation guaranteed?
    Yes, in all cases except in that of the Sa Talaia Boutique Villa in which case all reservations are “on request” and require confirmation by the hotel.
  • What is a non-refundable rate?
    No refunds in any case.
  • My company has an agreement with PHG or a group discount.
    The group will have a specific promotional code that will allow them to make reservations at the discount agreed on with PHG.
  • Can I reserve more than 1 room at a time?
    Yes, it’s possible.
  • Can I reserve 2 different room types at the same time?
    Yes, it’s possible.
Information on Hotels & Services
  • When is check-in and check-out?
    As a general rule, the check-in time is 3:00pm and check-out time is 12:00 noon.
  • More details on All Inclusive and other options.
    Please select the hotel you’re interested in for more information about the all inclusive options, as they vary by hotel.
  • What are the adults only and family friendly concepts?
    The adults-only concept is a relaxing environment for ages 18 years and up, where adults can enjoy a peaceful and tranquil holiday.
  • What are the adults only and family friendly concepts?
    The family friendly concept is oriented at offering activities and services for all age groups, from babies to teenagers, with the objective of providing an unforgettable stay for all members of the family.  Please consult the hotel or resort you’re interested in, as activities and services vary in each establishment.
  • How can I contact the hotel directly?
    Please consult our “contact us” page, which allows you to fill out a form that will direct you to the department you’re interested in.
  • What is the Palladium Travel Club?
    What is the concept behind the Palladium Travel Club?  It’s actually quite simple: by taking away the middleman, Palladium has established a direct contact between our resorts and our guests ; thus passing on those benefits and discounts to members.  In addition to deep discounts and free stays, members will enjoy a wide variety of incredible benefits just by becoming part of the Travel Club.  For more information, please visit
  • Do you allow pets?
    Pets will only be permitted in Hard Rock Hotel Ibiza and Hard Rock Hotel Tenerife. Restrictions in weight and breed can be consulted on their websites. In the rest of our brands, pets are not permitted under any circumstances. 
  • Is WI-FI free?
    Yes. Wi-Fi is free and included in the room rates of all our hotels, except for Fiesta Sicilia Resort, in which there is an extra charge.
Company Information
  • What is Palladium Hotel Group (PHG)?
    We are a Spanish hotel chain, emerging in the 1960´s and pertaining to Grupo Empresas Matutes, that is both nationally and internationally recognized for its success in the hotel industry. We are currently present in 6 countries and  include 50 hotels located in Spain, Mexico, the Dominican Republic, Jamaica, Sicily (Italy), and Brazil. We operate under various brands and sub-brands, orientated towards distinct market segments, each one focused on offering a personalized experience to clients. 
  • How many brands make up Palladium Hotel Group?
    Palladium Hotel Group operates 9 brands with hotels situated in privileged locations. PHG diversifies, develops and changes in order to satisfy all its clients. Each one of its brands strives to offer the best hotels to the segment in which it targets.
    These are our more exclusive adults-only hotels. They offer completely personalized services and are located in the most exotic and privileged destinations of the world (Punta Cana, Riviera Maya, Riviera Nayarit and Costa Mujeres. 
    Luxurious 5-star hotels located in paradisiacal destinations, where guests of all ages can enjoy their stay with a multitude of activities and services, such as Infinite Indulgence®, it´s all included.  
    Exclusive 4-star hotels for adults only, all with impressive views of the Mediterranean Sea.  Located in Ibiza, its clients can enjoy unlimited gastronomy with Infinite Indulgence®, it´s all included.
    Exclusive accommodation that prioritizes guest privacy, offering a relaxed and tranquil atmosphere in an environment surrounded by nature. 
    Hotels perfect for enjoying the beach and the sun, primarily oriented towards families and a multigenerational public. Located in Spain, Italy (Sicily), and the Dominican Republic, they offer fun for guests of all publics at a competitive price. 
    4-star hotels with a vanguard design, ideal for business trips and urban tourism. They are located in Spain´s most cosmopolitan cities: Madrid, Barcelona, Seville, Cordoba, Valencia, and Oviedo. 
    This brand was created as a premium product of Ayre Hoteles and offers 5-star hotels in design. It was created for both high-class business and leisure tourism, located in the heart of the most important Spanish cities. 
    Sexy and provocative hotels in a luxurious atmosphere, that offer the best music and entertainment options for adults. Anything can happen in Ushuaïa Unexpected Hotels. 
    Music inspired modern design hotels with the latest technology. Spreading the Rock ‘n’ Roll spirt, they are located in the most iconic beaches of Ibiza and Tenerife. 
  • Contact information for the head office.
    Please contact our Customer Service Department ( or fill out our contact form for the department of your choice.