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TERMS AND CONDITIONS

Please carefully read the general terms and conditions that apply to this contract. They must be accepted when participating in the Palladium Rewards Program.
  • 1. GENERAL

    a)       Palladium Rewards is a customer loyalty program (the "Program") whose main objective is to reward its members for their stays and purchases in hotel establishments managed by Palladium Gestión, S.L.U. with exclusive promos, discounts, benefits and services. The Program is divided into several levels, each with a different series of benefits for the Palladium Rewards Member.

    b)      The present conditions govern the Program owned by Palladium Gestión, S.L.U., with registered office at Avda. Bartolomé Rosello, 18, 07800, Ibiza, Spain, and CIF number B-16652760.

    c)       The customer enrolled in the Program will hereinafter be referred to as the "Palladium Rewards Member", and all customers of the Program will be collectively referred to as "Palladium Rewards Members".

    d)      Palladium Rewards Members are individuals over 18 years of age who, after registering with the Program through the channels that Palladium Gestión, S.L.U. has provided for this purpose, have read and accepted the terms and conditions for participation in the Program.

    e)      The "Palladium Rewards Card" is personal and non-transferable. It identifies the Palladium Rewards Member with their personal data and account number, authorizing them to participate in the Program.

    f)        The Program has two types of points: Rewards Points and Elite Points. Rewards points are the program's reward currency, and may be accumulated and redeemed on stays and purchases in accordance with the Program's eligibility policy. Elite points determine the Palladium Rewards Member's activity within the Program, and when accumulated they give access to the various card levels and their associated benefits.

    g)       There are several card levels under the Program, depending on the number of Elite points accumulated by the Palladium Rewards Member in the period between January 1 and December 31 of each year. On December 31 of each year, the card level is updated on the basis of the Elite Points generated during the year for services used up to that date. In the event of a card level change, the benefits associated with the card level held by the Palladium Rewards Member will cease to be in effect as of January 1, and the benefits associated with the new card level will commence as of this date.

    h)      Program benefits may not be combined with other benefits under any other existing card or program. The benefits per card level are constantly available and updated on the Palladium Hotel Group website at www.palladiumhotelgroup.com/en/rewards.

    i)        As the company that owns the Program, Palladium Gestión, S.L.U., reserves the right to add, modify or delete any of the terms, conditions, benefits or rewards corresponding to the Program, with or without prior notice, even if the changes may affect the value of the points, the criteria for redeeming and earning points and the value of the member's points balance.

    j)        As the owner of the Program, Palladium Gestión, S.L.U. reserves the right to cancel the Program, with a period of notice of 3 months prior to the effective date of cancellation, so that Palladium Rewards Members have enough time to redeem their points in the establishments included in the Program.

    Palladium Gestión, S.L.U. may add to the Program "participating companies" (“Partners”). Partners are the companies joined to the Program by means of a participation contract. These Partners make available to Palladium Rewards Members specific services whose purchase may offer exclusive benefits, generate Rewards Points and/or Elite Points or be credited towards Rewards Points. There are no standard conditions for earning/redeeming points on purchases made by the Palladium Rewards Member through Partners. The Palladium Rewards Member must consult the applicable conditions for each product/service offered by a Partner prior to taking any actions to earn/redeem points. 

  • 2. REGISTRATION AND PARTICIPATION

    a)       Participation

    i) Registration with the Program is free of charge.

    ii) The Program is open to individuals over 18 years of age who have read and accepted the conditions for participation.

    iii) Palladium Rewards Members are responsible for reading the Program's terms and conditions, as well as the account statements and other communications that Palladium Gestión, S.L.U. or any company that is part of its corporate group may make regarding the Program in order to understand their rights, responsibilities and status in the Program.

    iv) The Palladium Rewards Member may apply for membership of the Program through the following website www.palladiumhotelgroup.com or through the channels provided for this purpose.

    v) A valid e-mail address is required to register for the Program.

    vi) The main value that the Program brings to Palladium Rewards Members are the benefits included in the exclusive promos and the rewards associated to the card level, of which Palladium Rewards Members are informed in a direct and personalized way. In order to facilitate access to the exclusive benefits offered by the Program, Palladium Rewards Members may only have one active account with a valid e-mail address.

    vii) Once you register as a new member in the Program, you will be assigned a customer ID number and will have access to a personal and non-transferable account with your e-mail address where you will have all the information related to your bookings, points and personal data.

    viii) In order to guarantee Palladium Rewards Members a correct processing of their data, Palladium Rewards offers the option of accessing said data through www.palladiumhotelgroup.com or through other available channels, for which they must identify themselves by means of their username and password.

    ix) Withdrawal from the Program may be requested by the Palladium Rewards Member at any time and will be effective immediately.

    x) Palladium Gestión, S.L.U. reserves the right to withdraw the card, cancel the account and demand the pertinent responsibilities from the Palladium Rewards Member who misuses or fraudulently uses the Program or fails to comply with the rules and procedures contained in these general terms and conditions. The Program includes a virtual card, downloadable from your customer profile; in no case will it be a physical card.

    b)      Hotels included in the Program

    The accommodation centres adhered to the Programme are set out below:

    i)  Fiesta Hotels & Resorts:

    ·       Dominican Fiesta Hotel & Casino.

    ii) Grand Palladium Hotels & Resorts:

    ·       Grand Palladium Palace Ibiza Resort & Spa

    ·       Grand Palladium White Island Resort & Spa

    ·       Grand Palladium Imbassaí Resort & Spa

    ·       Grand Palladium Jamaica Resort & Spa

    ·       Grand Palladium Lady Hamilton Resort & Spa

    ·       Grand Palladium Costa Mujeres Resort & Spa

    ·       Grand Palladium Colonial Resort & Spa

    ·       Grand Palladium Kantenah Resort & Spa

    ·       Grand Palladium White Sand Resort & Spa

    ·       Grand Palladium Vallarta Resort & Spa

    ·       Grand Palladium Bávaro Suites Resort & Spa

    ·       Grand Palladium Palace Resort & Spa

    ·       Grand Palladium Punta Cana Resort & Spa

    ·       Grand Palladium Sicilia Resort & Spa

    iii) Family Selection Hotels:

    ·       Family Selection at Grand Palladium Costa Mujeres Resort & Spa

    ·       Family Selection at Grand Palladium Vallarta Resort & Spa

    iv) Palladium Hotels:

    ·       Palladium Hotel Palmyra

    ·       Palladium Hotel Cala Llonga

    ·       Palladium Hotel Menorca

    v) TRS Hotels:

    ·       TRS Yucatan Hotel

    ·       TRS Coral Hotel

    ·       TRS Cap Cana Waterfront & Marina Hotel

    ·       TRS Turquesa Hotel

    ·       TRS Ibiza Hotel

    vi) Ushuaïa Unexpected Hotels:

    ·       Ushuaïa Ibiza Beach Hotel

    vii) Bless Collection Hotels:

    ·       Bless Hotel Ibiza

    ·       Bless Hotel Madrid

    viii) Only You Hotels:

    ·       Only You Boutique Hotel Madrid

    ·       Only You Hotel Atocha

    ·       Only You Hotel Valencia

    ix) 45 Times Square Hotel

    x) Hard Rock Hotels:

    ·       Hard Rock Hotel Tenerife*

    ·       Hard Rock Hotel Ibiza*

    * Only applies to bookings made using the Palladium Hotel Group website or Call Center.

  • 3. PROGRAM REWARDS

    The purpose of the Program is to reward members for their stays and purchases in hotel establishments under the management of Palladium Gestión, S.L.U. as well as purchases made by the Rewards Member with Program Partners.

    The Program has two types of points, Elite points and Rewards points, which the Palladium Rewards Member may accumulate either at the same time or independently, each one depending on the characteristics of the transaction the Palladium Rewards Member is completing.

    In order to earn points and enjoy the benefits associated with the level within the Program, it is essential that the Palladium Rewards Member identifies themselves at the time the service order is placed, i.e. when making a reservation through the website, Call Center or at the hotel reception, or when contracting a service with a Partner, etc., the data provided by the Palladium Rewards Member must match those used as a member of the Program.

    Palladium Rewards Members will earn points for each effective stay, i.e., booked, paid for, enjoyed and completed, and for the purchase of additional products and services, which may be subject to special promotions specific to each hotel and which must be consulted at the destination or in the Palladium Rewards Members area. In these cases, the corresponding points earned by purchasing these products or services will be credited to the Palladium Rewards Member's account once the actual payment for said products or services has been made, and within a maximum period of 30 business days from the date of purchase.

    Rewards Points and Elite Points are earned personally by the Palladium Rewards Member, i.e., for products or services purchased directly by the cardholder. With regard to Partners, the terms and conditions established by each Partner may be consulted on the Palladium Hotel Group website.

    Due to the nature of the Program, the Palladium Rewards Member must take into account and accept that the information published at any given time in relation to Partners, available destinations and the conditions for earning or redeeming points must be taken as merely a guide. Partners are bound to the Program for limited periods of time and, consequently, the Palladium Rewards Member's right to earn and redeem points by purchasing goods and services from Partners may be suspended or modified at any time as agreed between Palladium Gestión, S.L.U. and the Partner. However, any update or change regarding these conditions will always be published on palladiumhotelgroup.com.

    3.1 Elite Points

    Elite points are used to indicate a Palladium Rewards Member's level.

    a)       Program Levels

    The Program has 4 different levels that a Palladium Rewards Member may reach. The level achieved depends on the number of Elite points the holder has earned in their account each calendar year.

    (i) Follower: the basic level; is reached after enrollment in the Program.

    (ii) Promoter: accessed after accumulating 15,000 Elite points.

    (iii) Lover: accessed after accumulating 75,000 Elite points.

    (iv) Fan: accessed after accumulating 200,000 Elite points.

    When a Palladium Rewards Member earns the required Elite points, they automatically move up level. A Palladium Rewards Member will remain at this level until December 31 of the same year, or until the time has come to re-categorize.

    On December 31, accounts are reviewed and Elite points are reset to 0. A Palladium Rewards Member has the calendar year to earn the points required for the level achieved in order to remain at that level. If in that time the Palladium Rewards Member does not earn the required points, their account will be downgraded one level, with the exception of the Palladium Rewards Member at the Fan level, whose level will remain in effect for 2 years.

    Downgrading will be done progressively each year, dropping one level per year.

    3.2 Rewards Points.

    Rewards points are redeemable for purchases and reservations at participating establishments. Rewards points can be combined with other payment methods.

    Rewards points may be basic or promotional:

    ·       Basic Rewards Points are all the points earned for direct bookings, purchases or services in the hotels participating in the Program.

    ·       Promotional Rewards points are those that have been earned as a result of a specific promotion run at the discretion of Palladium Gestión, S.L.U., within the framework of the Program.

    3.3 Earning Elite Points and Rewards Points:

    Palladium Rewards Members whose enrollment in the Program occurs during their stay at the hotel and after having checked-in, will begin to earn points on that same stay. Points may also be earned for services purchased during the stay, as long as they are restaurant, bar and spa services in establishments participating in the Program.

    The points earned for each dollar or euro of the gross amount spent on eligible services depends on the Palladium Rewards Member's level in the Program:

    ·       Bookings for hotel stays made through direct channels, i.e. through the official website, the Call Center or directly with the hotel:

    - 1 dollar / euro spent = 12 Elite and Rewards points for Palladium Rewards Members at FOLLOWER level

    - 1 dollar / euro spent = 14 Elite and Rewards points for Palladium Rewards Members at PROMOTER level

    - 1 dollar / euro spent = 16 Elite and Rewards points for Palladium Rewards Members at LOVER level

    - 1 dollar / euro spent = 18 Elite and Rewards points for Palladium Rewards Members at FAN level

    The amount of points earned in hotel stays participating in the Program where a currency other than U.S. dollars (USD) or euros (€) is used, will be calculated based on the qualified charges converted to U.S. dollars or euros, depending on the destination where the establishment is located, and based on the exchange rate established by the European Central Bank on the day of Check-Out.

    If the cardholder has more than one room in their name at the time of Check-Out, points will only be earned for a maximum of three rooms during the same stay, one of which must be occupied by the cardholder and the other two, if booked, must be for the purpose of lodging their companions. All rooms booked outside these parameters will not earn points.

    ·       Hotel bookings made through non-direct channels, i.e. intermediaries such as tour operators, retail travel agencies and online booking sites only earn Elite points:

    o   Follower: 500 Elite points per night of stay

    o   Promoter: 600 Elite points per night of stay

    o   Lover: 750 Elite points per night of stay

    o   Fan: 1,000 Elite points per night of stay

    If the cardholder has more than one room in their name at the time of Check-Out, points will only be earned for a maximum of three rooms during the same stay, one of which must be occupied by the cardholder and the other two, if booked, must be for the purpose of lodging their companions. All rooms booked outside these parameters will not earn points.

    ·       Purchases made at restaurants, bars and spas that are part of the Program, even when the Palladium Rewards Member is not staying at the hotel:

    - 1 dollar / euro spent = 12 Elite and Rewards points for Palladium Rewards Members at FOLLOWER level

    - 1 dollar / euro spent = 14 Elite and Rewards points for Palladium Rewards Members at PROMOTER level

    - 1 dollar / euro spent = 16 Elite and Rewards points for Palladium Rewards Members at LOVER level

    - 1 dollar / euro spent = 18 Elite and Rewards points for Palladium Rewards Members at FAN level

    You can see participating establishments at www.palladiumhotelgroup.com

    a)       Actions that will not earn points:

    i) Stays prior to the date of enrollment with the Program

    ii) Redeeming Rewards points does not earn Rewards points.

    iii) Stays booked with travel agent and crew rates.

    iv) Stays booked through the www.palladiumhotelgroup.com website with the Fight+Hotel package

    v) Free stays

    vi) Bookings made through the Palladium Travel Club

    vii) No-shows

    viii) Services not managed by Palladium Gestión, S.L.U. which are operated by third-parties, such as tour operators, babysitting services, car rentals, tips, government taxes and others

    ix) Group bookings, weddings and events and services derived from them will not earn Rewards points.

    x) Intermediated bookings will not earn Rewards points (Tour Operators, Online Travel Agencies, etc.).

    xi) Business stays for employees or collaborators of Palladium Gestión, S.L.U. or of the entities belonging to the business group to which it belongs.

    xii) Restrictions on earning Rewards points for bookings or other services may apply at some establishments, at the discretion of Palladium Gestión, S.L.U.

  • 4. REDEEMING REWARDS POINTS

    Palladium Rewards Members may redeem the Rewards points they have available in their account. For every 250 Rewards points, 1 euro/US dollar is discounted from the gross amount.

    A minimum of 2,500 Rewards points must be redeemed for each transaction. In the event that the amount redeemed is less than 2,500 Rewards points, 2,500 Rewards points will be deducted from the Palladium Rewards Member account.

    Rewards points will be redeemed in order of proximity to the points' expiration date.

    Restrictions may apply, at the discretion of Palladium Gestión, S.L.U., on the redemption of Promotional Rewards points. The Palladium Rewards Member will be informed of such restrictions in each promotion.

    How to redeem points:

    a)       A Palladium Rewards Member may pay for their stay during the confirmation of their booking by means of a mixed payment, i.e. partly with Rewards points and the rest with money.

    The mixed redemption (points + money) is subject to change, cancellation or limitations, at any time and without prior notice, at the discretion of Palladium Gestión, S.L.U.

    b)      A Palladium Rewards Member may redeem Rewards points to cover all or part of the cost of their hotel booking made through the official website or Call Center. Points may be redeemed at the time of booking confirmation or at the hotel, when paying for the stay. At Only You Hotels, points may only be redeemed on bookings made through the official Palladium Hotel Group website or at the hotel, when paying for the stay.

    c)       The total or partial cost of restaurant and spa experiences within participating hotels may be covered, provided that the establishment is a member of the Program. This payment can be made at the time of purchase or at check-out if it was charged to the room. You can see participating establishments at: www.palladiumhotelgroup.com/en/rewards.

    d)      Redemption of Rewards points for stays is subject to rate availability at the time of booking. In other words, the possibility of redeeming Rewards points may not be active during certain periods or offers, and may not be cumulative with offers already in force. A Palladium Rewards Member may redeem Rewards points for room nights provided the reservation is in their name and they will be one of the persons staying at the hotel. If the Palladium Rewards cardholder is changed at check-in on a booking for which points have been redeemed, the points will remain redeemed on the holder of the initial booking and therefore the Rewards points will not be refunded.

    e)      Rewards points may be used as a form of payment for services or products, even if the member is not staying at the participating hotel. This benefit may be subject to change.

    f)        For bookings where the Palladium Rewards Member is a no-show, and for which points were redeemed, said Rewards points will be canceled and will not be returned to the Palladium Rewards Member's account.

    Instances when points cannot be redeemed:

    a)       Rewards points may not be used to book rooms through an intermediary channel such as a tour operator, travel agency or other.

    b)      Palladium Rewards Members may not exchange or redeem Rewards points for cash, prizes or credit.

    c)       Rewards points cannot be redeemed for group bookings, weddings, events, meetings or banquets.

    d)      Redemption restrictions may apply for restaurant and spa reservations, and/or purchase of services and products within the hotel.

    e)      Restrictions may apply to the use of Rewards points as payment for hotel reservations.

  • 5. EXPIRATION OF REWARDS POINTS

    Rewards points will expire depending on the type of point:

    a)       Expiration of basic Rewards points

    Rewards points will expire 18 months from the date of the last transaction. Active status entails having at least 1 transaction of earning or redeeming basic Rewards points.

    As soon as a basic Rewards point is earned or redeemed, the expiration of all basic Rewards points is updated and will be available for an additional 18 months.

    If a reservation is canceled within the current cancellation period for that rate on which basic Rewards points have been redeemed, the basic Rewards points will return to the Palladium Rewards Member's account with the same expiration date prior to redemption.

    If a reservation is cancelled outside of the current cancellation period for that rate on which basic Rewards points have been redeemed, those points will be cancelled and will not be returned to the Palladium Rewards Member's account.

    If the Palladium Rewards Member has no account activity in 18 months (basic Rewards points earned or redeemed), their basic Rewards points will automatically expire and all available basic Rewards points will be forfeited. Palladium Rewards Members will have the information about the expiration date of their points balance and their activity in their private area.

    b)      Expiration of promotional Rewards points

    Promotional Rewards points have an individual expiration date, i.e. each promotional Rewards point earned will have its own specific expiration date which will be different for each promotion.

    When the expiration date of a set of promotional Rewards points arrives, those points will expire and will no longer be available in the Palladium Rewards Member's account.

    Earning promotional Rewards points will not update the expiration date of basic Rewards points.

    Redeeming promotional Rewards points will update the expiration date of basic Rewards points. 

  • 6. MODIFICATION AND CANCELLATIONOF BOOKINGS WHERE REWARDS POINT WERE REDEEMED

    a)       Modification of booking made with Rewards points

    It is possible to modify a reservation on which Rewards points have been redeemed, even if the Rewards points are promotional and have already expired. In this case, there will be a limit of 1 year from the initial redemption date to use these Rewards points. Once this period has elapsed, the points will expire.

    b)      Cancellation of booking made with Rewards points

    In the event that a booking on which basic Rewards points have been redeemed is cancelled, these points will be automatically credited back to the Palladium Rewards Member's account.

    If a booking on which Rewards points have been redeemed is cancelled, the points returned will retain their original expiration date. If the points have expired, they cannot be used.

  • 7. TRANSFER OF POINTS

    Palladium Rewards Members have the ability to transfer their Rewards points to other Palladium Rewards Members. The conditions for transfers are available and updated on the Palladium Hotel Group website.

    Transferred points will not reset the basic Rewards point expiration dates of either the sending or receiving Palladium Rewards Member. In other words, if a Palladium Rewards Member transfers points with an expiration date of 6 months, the expiration date will be maintained in the account of the Palladium Rewards Member who receives them.  

  • 8. BENEFITS

    Palladium Rewards offers new Palladium Rewards Members a series of benefits that will increase depending on the Palladium Rewards card level.

    Benefits are personal and non-transferable, and apply only to the Palladium Rewards cardholder. Benefits may be subject to availability and restrictions.

    For more information on the benefits available at each level, please see: https://www.palladiumhotelgroup.com/en/rewards/benefits.

  • 9. CLAIMS REGARDING POINTS

    A Palladium Reward Member shall have the right to file a claim when, in their opinion, the information on their account and/or activity submitted by the Program is not correct, or when any of the participating companies has improperly denied them any Rewards Points and/or Elite Points or other benefits. In all these cases, the responsibility of Palladium Gestión, S.L.U. will be limited to the correction of the error as soon as the Palladium Rewards Member is able to prove their right to Palladium Gestión, S.L.U. or the Partner from whom they have purchased the service. The Palladium Rewards Member should always keep a copy of the documentation submitted to support their claim in the event of loss. In telephone communications, the Palladium Rewards Member must prove their identity by answering the personal identification questions asked by the service operator.

    Palladium Gestión, S.L.U. shall only be responsible for and shall guarantee the holder the entry of Rewards Points and/or Elite Points that had not been made at the time in accordance with the conditions applicable in each case.

    Palladium Gestión, S.L.U. shall not be liable for any claims arising, directly or indirectly, from the relationship (contractual or otherwise) between Palladium Rewards Members and Partners for the use/purchase of services/products of said companies, and regardless of whether said relationship arose in a transaction to obtain or use Rewards Points and/or Elite Points.

  • 10. POINTS RECORD

    The Palladium Rewards Member will have the right to retrieve a booking or claim points if they do not see it reflected in their account and will have up to 3 calendar months from the end date of use of the reservation or service to do so.

    a)       Points will take a maximum of 30 business days after the Check-Out of the booking to be reflected in the Palladium Rewards Member's account. If this is not the case, in their Palladium Rewards Member portal they will have an option to "Retrieve Booking" through a form in the Palladium Rewards Member's profile. With this option, they will be prompted to fill in all the information necessary to process the request. It will take another 7 working days to process the request and send a response. 

  • 11. CANCELLATION OF PARTICIPATION IN THE PROGRAM

    a)       Voluntary withdrawal from the Program by the Palladium Rewards Member

    i) At any given moment, a Palladium Rewards Member may cancel their membership in the Program for any reason whatsoever. In doing so, they must understand that when they confirm their cancellation in the system, they will lose all the Rewards and Elite points that they have not redeemed up to that point and the benefits that, up to the moment of cancellation, were available to them for their corresponding level. If they choose to re-enroll in the future, they will not be able to recover the Elite and Rewards points lost as a result of the cancellation, nor the level achieved up to the date of the cancellation, but they will be able to recover their previous Palladium Rewards ID.

    ii) To cancel their membership, the Palladium Rewards Member must go to their member profile and use the "unsubscribe from the program" button. The system will remind them that if they continue, they will lose their Elite and Rewards points and if they confirm, their account will be closed.

    b)       Account cancellation by Palladium Gestión, S.L.U.

    i) Palladium Gestión, S.L.U. reserves the right to cancel the membership of any Palladium Rewards Member if it suspects fraudulent or improper use of the Program by the Palladium Rewards Member. In this case, the Palladium Rewards Member will lose all points and benefits granted by the Program.

    c)       Account closure due to inactivity

    i) If the Palladium Rewards Member has been inactive for 3 years/36 months (i.e. without redeeming or earning any points), the Palladium Rewards Member's account may be cancelled by Palladium Gestión, S.L.U. Account closure will result in the loss of all Rewards and Elite points and all perks and benefits associated with membership in the Program.

  • 12. PROGRAM CANCELLATION

    In case of Program cancellation, this will be notified to Palladium Rewards Members, who shall have, from the date of notification, one (1) additional month to record Rewards Points and Elite Points and three (3) months to redeem all the Rewards Points that appear in their account, and from then on may not claim anything from Palladium Gestión, S.L.U. or any company in its group of companies, or the Program's management company for this reason. The Program shall be cancelled without prior notice or liability, and the provisions of this point shall not apply if circumstances of force majeure or legal requirements prevent its continuity or development.

  • 13. PRIVACY POLICY - PROTECTION OF USER’S PERSONAL DATA

    a)       Click here to see the Progam's complete Privacy Policy.

  • 14. APPLICABLE LAW AND JURISDICTION

    These terms and conditions shall be interpreted and applied in accordance with the laws of the Kingdom of Spain, with the Spanish version prevailing over all other translations. Palladium Rewards Members shall assume the liability arising from the use of the Program in their respective countries of residence based on the local legislation applicable in each case. For any question that may arise in relation to the interpretation and application of these terms and conditions, the parties, expressly waiving any other jurisdiction that may correspond to them, expressly submit to the jurisdiction of the courts and tribunals of Ibiza.