If you already have a reservation and would like to make a special request or inquire about hotel services, different or additional to the room reservation, you can do so during online check-in by contacting the hotel directly or, if you prefer, contact our team of experts directly. 

Yes, at hotels in the Riviera Maya, Costa Mujeres, Riviera Nayarit, Montego Bay, Punta Cana and Cap Cana destinations, as long as you are part of our Palladium Rewards loyalty program.

Only if you book on this website or our contact center, and you are a member of the Palladium Rewards loyalty programme, can you book the free airport-hotel-airport transfer service from your booking confirmation voucher that you have received via email. Must book at least 48 hours prior to arrival date.

The service is shared with other guests and you have a wait time to bring all guests together. 

Free transfer does not apply to flight + hotel bookings.

We recommend private shuttle service as it is private and avoids waiting.  

DESTINATIONS Riviera Maya, Costa Mujeres, Riviera Nayarit, Montego Bay, Punta Cana and Cap Cana, with the possibility of free or private collective transfer for payment.

When booking rooms through this website or our contact center, you receive a confirmation voucher in your email. At the bottom of the voucher, you will find the option to book the transfer.We offer a free service (shared with other travelers, with wait time until completing the transport unit) and a privateservice at a cost (private, no waiting). We recommend private service as it is direct, without waiting.

The transportation service is provided by BD Experience, a supplier other than the one Palladium Hotel Group with which it has a collaboration agreement. For more information please refer to the terms and conditions of your booking website. Book here . 

Destination: Santo Domingo

We offer a private shuttle service (subject to charge, no waiting). The transportation service is provided by BD Experience, a supplier other than the one Palladium Hotel Group with which it has a collaboration agreement. For more information please refer to the terms and conditions of your booking website. Book here . 

We recommend private service as it is direct, without waiting. 

Destination: Ibiza

When booking rooms through this website or our contact center, you receive a confirmation voucher in your email. At the bottom of the voucher, you will find the option to book the transfer.We offer a private service at a cost (private, no waiting).

The transportation service is provided by DIPESA, a supplier other than the one Palladium Hotel Group with which it has a collaboration contract. For more information please refer to the terms and conditions of your booking website. 

You can book your private transfer now by clicking here .

All other destinations:

You can book by contacting the hotel, indicating the booking locator, flight code and hours (indicating AM or PM), no sooner than 1 month and no later than 5 days before your arrival. The transportation service is provided by a provider outside of Palladium Hotel Group, with whom you have a collaboration contract. Please ask for the applicable terms and conditions for more information. 

Flight + Hotel packages are provided by a Technology PartnerPalladium Hotel Group. Ground transportation is not included when booking flight+hotel package. It also does not apply to the accrual or redemption of Palladium Rewards points (only Elite points apply as an intermediary).

Depending on the country from which the packages are consulted, there is a Technology Partner, who is responsible for providing the web sales and customer service, in collaboration with Palladium Hotel Group. 

From Europe: sending me an email to  booking-palladium@onlinetravel.io  or by contacting us at the following telephone number: +34 910 97 03 59. For bookings from the UK you can call +44 2045863732

From the U.S. and Canada: emailing  palladiumconfirmation@globalbookingsolutions.com  or by contacting the following telephone number:  1-800-754-8954 (Monday to Saturday from 8:00 a.m. to 8:00 p.m. Central Time and Sunday from 9:00 a.m. to 1:00 p.m.). For emergencies once the trip has started, you can contact 24/7 at  1-866-254-3375

From Mexico and LATAM: sending an email to  mailingcs@bdwlsolution.com  or by contacting the following telephone number: +52(998)881 1300 – Ext 0000

If you already have a reservation and would like to make a special request or inquire about hotel services, different or additional to the room reservation, you can do so during online check-in or by contacting the hotel directly.

Please note that non-refundable reservations are not subject to change or modification and any cancellation or modification is subject to a 100% penalty.

Flexible fares can be cancelled without penalty up to “a few days”before arrival at check-in (indicated on the booking confirmation voucher, always). Check out our flexible cancellation policies .

Flexible rate changes will always be made at the current price on the day the change is requested. In the event of a request for modification or cancellation within the penalty period, it will also entail an additional charge.

If you have booked a flexible or semi-flexible policy and need to manage your booking, our customer service team will be happy to help you manage your booking.

Whenever you complete a booking on this website or our contact center, you will receive an email with the confirmation that guarantees your booking. 

For Day Pass prices, conditions and availability, you can contact the hotel you are interested in directly.

To modify or cancel your booking, you must do so with the supplier through which you made the booking.

If you already have a reservation and would like to make a special request or inquire about hotel services, different or additional to the room reservation, you can do so during online check-in or by contacting the hotel directly.

Our customer service team will be happy to assist you by forwarding it to the email you booked with. Please contact our team of experts directly. 

Check-in (check-in) is after 3pm and check-out (check-out) is before 12pm (always in local hotel time). These times may vary slightly depending on the destination chosen.

You can request early check-in (earlier check-in) or early check-out (late check-out) if you need to (such services are subject to availability and will incur an additional charge).

If you would like to request early check-in, youcan do so by contacting the hotel directly.

Early check-out service can only be hired once at the hotel.

You can request early check-in (earliest check-in) or late check-out (late check-out) if you need to (such services are subject to availability and will incur an additional charge).

If you would like to request an early check-in, you can do so by contacting the hotel directly.

The late check-out service can only be hired once at the hotel.

This website allows you to book 2 different room types at the same time, with the booking holder being the maximum and only responsible for the rights and obligations related to the booking.

A maximum of 3 rooms are permitted on this website for each booking/locator, with the owner of the booking being the maximum and only responsible for the rights and obligations related to the booking. 

In hotels in the Americas, it is considered an infant up to 2 years. Hotels located on other continents are considered infants up to 1 year.

The age that will be taken into account at the hotel is that of the baby on the day of arrival.  

In general, Palladium Hotel Group a 50% discount off the adult price applies to children. Children up to the age of 12 are considered, although there may be exceptions at any hotel. If you need expert advice, contact our team of experts directly. 

The age that will be taken into account at the hotel is that of the child on the day of arrival.  

Promotional codes apply only to hotel-only bookings, never to flight+hotel bookings. In the search engine or during the booking process, you will see a box indicating “promotional code”, and that is where you can insert it and click on search to apply it. You will see a success or error message at that time.

If you need expert advice, contact our team of experts directly. 

Only one promo code can be applied per booking. 2 promotional codes may never be accumulated.

If you need expert advice, contact our team of experts directly. 

If you have booked through this website or our contact center, you can contact our team of experts directly and we will help you.

Sending an email to sponsors@palladiumhotelgroup.com indicating the company to which you belong, the country where the company is located, and your hotel request, travel dates, number of people (adults and children with their ages), type of room and rate desired or estimated spending budget, and other data or requirements that you consider important.

Palladium Hotel Group offers online check-in service at all the hotels you manage, which can be completed between 7 and 2 days before arrival. It is mandatory to provide data for all adults and optional for children under 18 years of age. Upon arrival at the hotel, you will only need to show up at the front desk to present your ID or passport and sign the legal check-in. 

If you have made the booking directly through our corporate website www.palladiumhotelgroup.com or our contact center, you will receive an email (to the email provided in your booking) as soon as the time frame for online check-in is opened to be able to check in (usually from 7 or 5 days before arrival, being able to check in online up to 2 days before).

If you have booked through a different provider, you can access online check-in here.

During the online check-in process you will be able to make payment for the reservation, purchase a room upgrade, specify your personal details to expedite check-in, notify you of your arrival time, select your preferences and allergies and make requests/observations for your arrival.

At least one guest must be 18 years of age or older to check in.

All bookings made on this website or our contact center are covered under the Best Price Guarantee policy . You can view conditions and request form here.

Whenever you complete a booking on this website or our contact center, you will get an email with a confirmation support in a few minutes. The cancellation and payment policy is indicated in the email, in addition to the other important details about the booking, which are the same as those shown during the booking and summary process.

View our corporate cancellation and payment policies .

If you have any questions or needs, please contact our team of experts directly.

Palladium Hotel Group offers several cancellation policies depending on the hotel chosen, from the most flexible to the non-refundable ones that involve a 100% penalty.

If you do not show up at the hotel, a penalty fee will always apply.

See our corporate cancellation policies .

The "No Show" occurs when you do not show up at the hotel before 6:00 pm (local hotel time) on the expected day of arrival, without prior communication of late arrival at the hotel. The hotel will consider the reservation as "non-show" and it will be cancelled. The amount charged will be as provided in the "no show" section indicated in the booking conditions applicable to your booking, which you receive via email.

If you have booked via this website or contact center, you can contact our team of experts directly. 

If you booked on with a third party, you can contact the hotel directly.

Refunds will be made taking into account only the general contracting conditions and specific terms of the fare with which you have booked, which are always indicated in the booking process and in the confirmation thereof, which you will receive by email within a few minutes after booking.

On non-refundable fares, whether with 100% or less non-refundable prepayments, no refund applies, except for force majeure.

The causes of force majeure contemplated Palladium Hotel Group are as follows:

· Death or serious illness that prevents travel of the first degree booker or family member (medical certificate required).

· Natural and/or climatological disasters and/or disasters (hurricanes, cyclones, floods, earthquakes, volcanic eruptions, coups or wars).

· Full cancellation of the flight due to force majeure (climatological and/or natural), without the possibility of arriving on a date prior to check-out. Airline test required. Strikes do not apply in any case.

In any of these cases, the reimbursement will be made in the form of a credit voucher to be consumed on a future stay during the following 18 months.

For fares or prepayments that are 100% or less refundable, refund of the amount will be made if applicable according to booking conditions. If there is a possibility of reimbursement, it will be produced by the same means by which the payment occurred. 

In hotels in the Americas, it is considered an infant up to 2 years. Hotels located on other continents are considered infants up to 1 year.

The age that will be taken into account at the hotel is that of the baby on the day of arrival.  

In general, Palladium Hotel Group a 50% discount off the adult price applies to children. Children up to the age of 12 are considered, although there may be exceptions at any hotel. If you need expert advice, we are happy to assist you here .

The age that will be taken into account at the hotel is that of the child on the day of arrival.  

Promotional codes apply only to hotel-only bookings, never to flight+hotel bookings. In the search engine or during the booking process, you will see a box indicating “promotional code”, and that is where you can insert it and click on search to apply it. You will see a success or error message at that time.

If you need expert advice, we are happy to assist you here . 

Only one promo code can be applied per booking. 2 promotional codes may never be accumulated.

If you need expert advice, we are happy to assist you here . 

If you have booked through this website or our contact center, you can contact us here and we will help you.