TERMS AND CONDITIONS

  • 1. GENERAL

    a.  Palladium Rewards is the customer loyalty programme aimed at rewarding programme members who stay at the hotels and hotel complexes specified in point 2.b. (the "Programme"). The Programme is divided into various levels, each with different benefits for the member.

    b.  Customers registered with the Programme will be referred to hereinafter as "Members".

    c.  These conditions regulate the Programme owned by Palladium Gestión, S.L.U., with registered address at Avda. Bartolomé Rosello, 18, 07800, Ibiza, Spain, and Tax ID number B-16652760.

    d.  The benefits of the Programme may not be accumulated with other benefits in any other existing card or programme.

    e.  As the company that owns the Programme, Palladium Gestión, S.L.U., reserves the right to add, modify or delete any of the rules, conditions, benefits or rewards corresponding to the Programme, with or without prior notice, even if the changes may affect the value of points, confirmations or reward certificates already accumulated. 

    f.  As the company that owns the Programme, Palladium Gestión, S.L.U. reserves the right to cancel the Programme, with 3 months' notice of the effective cancellation date so that Members have sufficient time to redeem their points at the accommodation centres adhered to the Programme. 

    g.  Palladium Rewards may join the "participating companies" ("Partners") Programme. The Partners will make available certain services, whose use may generate or be redeemed for points, and offer exclusive advantages for Programme Members. The conditions that apply to each product/service offered by Partners at any given time, and the exclusive points or advantages that will be associated with the Programme, must be consulted by Members prior to taking any actions to obtain/redeem Palladium Rewards points. 

  • 2. REGISTRATION AND PARTICIPATION

    a. Eligibility

    1. Registration with the Programme is open and free of charge.

    2. Individuals over 18 years of age who have read and accepted the participation conditions may join the Programme.

    3. Members are responsible for reading the Programme terms and conditions, as well as the account summaries and any other communications that Palladium Gestión, S.L.U. or any company that forms part of its business group may issue regarding the Programme in order to understand their rights, responsibilities and status in the Programme.

    4. Customers may request to register for the Programme at the website www.palladiumhotelgroup.com or by means of social login, the mobile application, by contracting the call centre or at receptions of the accommodation centres adhered to the Programme which are specified in point 2.b.

    5. It is essential to have a valid email address in order to register for the Programme.

    6. Members can only have an active account with a valid email address and may only accumulate points in that one account.

    7. Once a person is registered as a new member of the Programme, they will be assigned a customer ID number and will have access to a personal and non-transferable account with their email address, in which they will find all the information related to their bookings, points and personal data.

    8. Each account shall only have one account holder and no joint account holders will be accepted within the same account. To accumulate points, the account holder must always be the person staying at an accommodation centre.

    9. The Programme will have a virtual card, which can be downloaded from the Member's customer profile; under no circumstances will it be a physical card.

    b.  Accommodation centres adhered to the Programme

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

    Fiesta Hotels & Resorts:

            •    Dominican Fiesta Hotel & Casino.

    Palladium Boutique Hotels:

            •    Agroturismo Sa Talaia.

    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 Garden Beach Resort & Spa

            •    Grand Palladium Sicilia Resort & Spa.

    Family Selection Hotels:

            •    Family Selection at Grand Palladium Costa Mujeres Resort & Spa

            •    Family Selection at Grand Palladium Vallarta Resort & Spa.

    Palladium Hotels:

            •    Palladium Hotel Palmyra

            •    Palladium Hotel Cala Llonga

            •    Palladium Hotel Don Carlos

            •    Palladium Hotel Costa del Sol

            •    Palladium Hotel Menorca.

     TRS Hotels:

            •    TRS Yucatan Hotel

            •    TRS Coral Hotel

            •    TRS Cap Cana Hotel

            •    TRS Turquesa Hotel

            •    TRS Ibiza Hotel.

    Ushuaïa Unexpected Hotels:

            •    Ushuaïa Ibiza Beach Hotel

    Bless Collection Hotels:

            •    Bless Hotel Madrid

            •    Bless Hotel Ibiza.

    Hard Rock Hotels:

            •    Hard Rock Hotel Tenerife

            •    Hard Rock hotel Ibiza.

    Only You Hotels:

            •    Only You Boutique Hotel Madrid

            •    Only You Hotel Atocha

            •    Only You Hotel Valencia

            •    Only You Hotel Malaga.

    Ayre Hoteles:

            •    Ayre Gran Hotel Colón

            •    Ayre Hotel Gran Vía.

    The following accommodation centres are expressly excluded from the Programme:

    Ayre Hotel Sevilla

    Ayre Hotel Córdoba

    Ayre Hotel Caspe

    Ayre Hotel Rosellón

    Ayre Hotel Ramiro I

    Ayre Hotel Alfonso II.

  • 3. ACCUMULATION OF POINTS

    The purpose of the Programme is to reward guests for their stays or extra spending at the accommodation centres mentioned in point 2.b. They will earn points with each completed stay - i.e. those that are booked, paid for, used and completed - as well as for contracting extra products and services subject to special promotions specific to each accommodation centre, which can be checked at the destination or in the members' area.  In these cases, the corresponding points generated by contracting these products or services will be added to the Member's account once payment for these products or services has been settled, with a maximum delay of 7 working days from when use of the product or service has ended.

    Kind of points to be earned:

    Elite Points: are those points that define the tier of the Member within the Program. Rewards Points: are those points that the Member can redeem.

    a.  Identification:

    In order to obtain points and enjoy the benefits associated with the corresponding level within the Programme, it is essential for Members to have identified themselves when making a booking via the website, call centre or at the hotel's own reception, and the details provided by the customer must match those they use as a Member in the Programme.

    b.  Kind of points to be earned:

    Elite Points: are those points that define the tier of the Member within the Program.

    Rewards Points: are those points that the Member can redeem.

    c.  Value:

    The value of each dollar or euro spent that is converted into points depends on the Member's level within the Programme:

    Accommodation bookings made via the official website, the call centre or directly with the hotel:

    1 dollar/euro spent = 12 Elite & Rewards points for Members with FOLLOWER level

    1 dollar/euro spent = 14 Elite & Rewards points for Members with PROMOTER level

    1 dollar/euro spent = 16 Elite & Rewards points for Members with AMBASSADOR level

    1 dollar/euro spent = 18 Elite & Rewards points for Members with FAN level 

    The amount of points earned at the accommodation centres adhered to the Programme where a currency other than the US dollar or euro is used will be calculated based on the qualified charges converted to US dollars or euros, at the exchange rate established by the European Central Bank on the day of Check-Out.

    No Rewards points are being accumulated in this case.

    Bookings made through brokered channel such as tour operators, bedbanks, OTAs and traditional travel agencies: 500 Elite points per each reserved night.

    d.  Actions that will generate points:

    1. New members will receive 2,500 Elite & Rewards points as a welcome to the Programme just for signing up.

    2. Members have the option to invite their friends, and if they register then the Member will receive 500 Elite & Rewards additional points added to their account. Applicable to a maximum of 10 friends.

    3. All bookings made through the website, call centre or at the hotel's own reception.

    4. Bookings made through the website www.palladiumhotelgroup.com in Hotel-only format.

    5. Bookings made through brokered channel such as tour operators, OTAs and traditional travel agencies. The company reserves the right to establish special terms and conditions arising from commercial agreements.

    6. Bookings with employee, family and friend rates.

    7. Meals and drinks purchased at restaurants, bars or other places within the accommodation centres adhered to the Programme (restrictions may apply).

    8. Any spa, laundry, hair or beauty service within the accommodation centres adhered to the Programme, provided that these are not services of third-party companies external to the hotels not participating in the Programme.

    9. Day pass or night pass at accommodation centres adhered to the Programme that offer such services.

    10. If the account holder has more than one booking to their name, points may only be accumulated for a maximum of two rooms during a single stay, one of which must be occupied by the account holder and the second, where applicable, must be occupied by their companions.

    11. Members may earn points, even if they are not staying in the hotel.

    e.  Actions that will not generate points:

    1. Bookings belonging to groups, weddings, incentive trips and/or meetings.

    2. Stays prior to the date of registration in the Programme.

    3. Stays paid for by redeeming Rewards points.

    4. Stays booked with travel agent and crew rates.

    5. Stays booked through the website www.palladiumhotelgroup.com in the format Hotel+Flight.

    6. Stays offered free of charge.

    7.  Palladium Travelclub bookings.

    8.  Points cannot be accumulated in the case of a no-show.

    9.  Services that are operated by third-party providers external to the hotel, such as excursions, babysitting, rental cars and others.

    10. New Members who register during their stay at the hotel: if a customer joins the Programme during their first stay, after the check-in is completed, they will begin earning points from their second stay at participating properties. However, points can be earned for extra spending during their first stay.

    f.   Programme levels

    The Palladium Rewards programme has 4 different levels at which Members will earn Élite points. These points will accumulate in their account and, as they do so, Members can increase their level, improving the rewards they are entitled to.

    1. Follower: Basic level, reached after registering with the Programme

    2. Promoter: reached after accumulating 25,000 Elite points

    3. Ambassador: reached after accumulating 75,000 Elite points

    4. Fan: reached after accumulating 200,000 Elite points.

    Maintaining the level achieved

    In order to maintain the level achieved, Members will need to accumulate a minimum number of Elite points during the period of 1 year/12 months from the date on which they reached that level (the "Period").

    The required number of Elite points that must be accumulated during the Period in order to maintain the corresponding level are as follows:

    Promoter: minimum of 25.000 Elite points

    Ambassador: minimum of 75.000 Elite points

    Fan: minimum of 200.000 Elite points

    Members at Fan level can request an extension of the review of their level provided they have been at Fan level for at least 3 years. To request this extension, they can send an email to help@rewards.palladiumhotelgroup.com

    If the Member does not meet the aforementioned requirements to maintain their level, it will be downgraded when their account review takes place. In other words, as a result of not meeting the minimum requirements, the following scenarios can arise:

    A Member at Follower level will not be downgraded to a lower level, since Follower is the lowest level, but their Elite points will be reduced to 0.

    A Member at Promoter level will be downgraded to Follower level and their Elite points will be reduced to 2,500 points, which is the number of welcome points that were granted when registering with the Programme.

    A Member at Ambassador level will be downgraded to Promoter level and their Elite points will be reduced to 25,000 points.

    A Member at Fan level will be downgraded to Ambassador level and their Elite points will be reduced to 75,000 points.

  • 4. REDEEMING REWARDS POINTS

    Members can redeem the Rewards points they have available in their account.

    In order to cover at least 1 euro/US dollar of the sale price, 250 Rewards points must be used.

    A minimum spending of 2,500 Rewards points is required for each redemption operation. 

    Actions permitted for redeeming points:

    a.   A Member can redeem Rewards points to cover the cost of their accommodation booking made by the direct website or call centre.

    b.   The cost of catering and spa experiences within participating hotels can also be covered, provided that the participating hotel permits it.

    c.   Members who have already generated points from prior stays undertaken since the date of their registration in the Programme may pay for catering and spa services or products consumed within the hotel at the time of consumption, provided that the participating hotel permits it.

    d.   Members may settle their account during the confirmation of their accommodation booking by means of a mixed payment, i.e. part rewards points, part cash. The structure of the cash and Rewards points benefit is subject to modifications, cancellations or limitations, at any time and without prior notice at the discretion of Palladium Gestión, S.L.U.

    e.   If a Member wishes to pay for one of the experiences or promotions offered in the members' area portal, they must generate a voucher for the amount of points necessary to pay for the service they wish to use and hand it to the reception of the hotel or outlet providing the service in question (bar, restaurant, spa, etc.). Furthermore, the hotel or property in question must always be contracted in advance in order to book the date and time of the service.

    f.   Exchanging Rewards points for stays is subject to availability at the time of booking.

    g.   A Member can redeem Rewards points for stays provided that the booking is in their name and they are going to be one of the people staying at the hotel.

    h.   The possibility to redeem Rewards points may not be available in certain periods or offers and it may also not be possible to combine the use of points with other existing offers.

    i.   Rewards points may be permitted as a means of payment for services or products, even if a Member is not staying at the participating hotel. This benefit may be subject to changes.

    Actions not permitted for redeeming points:

    a.   Rewards points cannot be used for accommodation bookings made through a brokerage channel, such as a tour operator, travel agency, or others.

    b.   Members may not use Rewards points to pay for stays once they are already at the hotel; Rewards points can only be used to make payment at the time of booking the accommodation.

    c.   Members may not exchange points for cash, prizes or credit.

    d.  Rewards points may not be redeemed for group bookings, weddings, events, meetings or banquets.

    e.   Restrictions may apply on the redemption of Rewards points for catering and spa bookings and/or for the use of services and products within the hotel.

    f.   Restrictions may apply to the use of Rewards points as a means of payment in accommodation bookings.

  • 5. EXPIRY OF REWARDS POINTS

    Rewards points do not expire. However, in order to continue to have them available, Members must be active during the period of 1 year/12 months (from the date of the last movement operation (the "Points Period").

    Every 1 year/12 months, a Member's account will be reviewed for activity. Having activity means having at least 1 movement of earning or redeeming Rewards points during the Points Period.

    If this requirement is not met, all available Rewards points will be lost.

  • 6. ACCOUNT CLOSURE DUE TO INACTIVITY

    If a Member has been inactive for 3 years/36 months (i.e. without any point redemption or earning movements), then their account will be automatically closed. The closure of an account will entail the loss of all available Reawrds and Elite accumulated points

  • 7. BENEFITS

    7.1. Member benefits

    Palladium Rewards offers new Members a series of benefits just for registering with the Programme:

    a. New Members will receive a total of 2,500 Rewards & Elite points as a welcome gift when registering with the Programme.

    b. Members earn an additional 500 Rewards & Elite points if they refer new Members, with the points being logged once the guest has registered with the Programme and has a Member ID. Applicable to a maximum of 10 friends.

    c. Special rates for Members at accommodation centres, provided that the Member books through a direct booking channel (official website or call centre) and identifies themselves with their Member credentials (registration email or loyalty ID and/or password). Restrictions may apply.

    d. The special rate for Members offers a discount of up to a maximum of 20% on the standard rate for non-members.

    The discount percentage can vary and this benefit can be cancelled without prior notice.

    e. The rate available to Members cannot be combined with other promotions, offers or special discounts, and it is not valid for group bookings.

    f. The Members' discount shall not apply to special rates such as negotiated rates or those for government, crews or travel agents.

    g. Special offers for members on extra spending: Members of Palladium Rewards can obtain discounts on services at complexes participating in the Programme, at the discretion of each participating hotel.

    h. Members earn Rewards points based on the total invoice amount.

    i.  Members can have up to a maximum of two rooms booked under the same name for which they can receive the benefits applicable to them according to their level, provided that the bookings have the same stay dates and the Member of the programme is staying in one of the rooms.

    j. Members can earn additional points before arriving at the hotel they have booked by contracting services such as breakfast, spa massages, dinners and other services at the discretion of the participating hotel.

    k. There is no maximum limit to the number of points Members can earn per day.

    In addition to the above, the benefits which Members earn increase as they reach higher levels within the Programme. The benefits available by level and by accommodation centre adhered to the Programme are set out below.

    Benefits are personal and non-transferable, they apply only to the cardholder.

    7.2. Benefits by level and by accommodation centre adhered to the Programme

    7.2.1    Benefits common to all levels

    a. Benefits associated with Rewards:

    2,500 Rewards & Elite welcome points for registering with the Programme

    500 Rewards & Elite points for referring a friend.Applicable to a maximum of 10 friends.

    Access to exclusive promotions for Members

    Use of Rewards points as a means of payment

    Redemption of Rewards points with a part Rewards points, part cash payment

    b. Benefits associated with accommodation bookings:

    Discount of up to 20% on bookings made through www.palladiumhotelgroup.com or the Palladium Hotel Group call centre.

    c. Experience-related benefits:

    Online pre-check-in: this can be done between 6 days and 48 hours before arrival at the hotel, depending on the hotel booked. •The Member will receive an email when online check-in is available, and they can manage it from the "Online Check-In" area.

    Express check-out

    Welcome message

    Exclusive offers at restaurants on site

    Wi-Fi included

    d. Benefits without a hotel stay:

    Redemption of Rewards points at restaurants and spas of accommodation centres adhered to the Programme. Restrictions may apply. Check with the hotel.

    7.2.2  Follower-level benefits

    a. Benefits associated with accommodation bookings:

    12 Rewards & Elite points for every €/$ spent – direct bookings

    500 Elite points per each reserved night – intermediate bookings

    b. Experience-related benefits:

    12 Rewards & Elite points for every €/$ spent on services during a Member's stay

    5% discount on spa treatments

    c. Benefits without a hotel stay:

    12 Rewards & Elite points for every €/$ spent on catering and spas of accommodation centres adhered to the Programme.

    7.2.3   Promoter-level benefits

    a. Benefits associated with accommodation bookings:

    14 Rewards & Elite points for every €/$ spent – direct bookings

    500 Elite points per each reserved night – intermediate bookings

    b. Experience-related benefits:

    14 Rewards & Elite points for every €/$ spent on services during a Member's stay

    Free early check-in, subject to availability.

    Free late check-out, subject to availability. *Exception: not available at Agroturismo Sa Talaia

    Basic welcome gift

    Basic welcome gift for children

    10% discount on spa treatments. *Exception: at Only You Boutique Hotel Madrid, the discount for the Thai Room will be 5%

    Birthday gift

    c. Benefits without a hotel stay:

    14 Rewards & Elite points for every €/$ spent on catering and hotel spas of accommodation centres adhered to the Programme

    7.2.4   Ambassador-level benefits

    a. Benefits associated with accommodation bookings:

    16 Rewards & Elite points for every €/$ spent – direct bookings

    500 Elite points per each reserved night – intermediate bookings

    b. Benefits for your experience:

    16 Rewards & Elite points for every €/$ spent on services during a Member's stay

    Free early check-in, subject to availability

    Free late check-out, subject to availability

    Upgrade to the next room category, subject to availability. *Exception: not available at Grand Palladium Kantenah Resort & Spa, Grand Palladium Colonial Resort & Spa, Grand Palladium White Sand Resort & Spa, TRS Yucatan Hotel, Grand Palladium Costa Mujeres Resort & Spa, Family Selection at Grand Palladium Costa Mujeres Resort & Spa, TRS Coral Hotel, Grand Palladium Vallarta Resort & Spa, Family Selection at Grand Palladium Vallarta Resort & Spa, Grand Palladium Punta Cana Resort & Spa, Grand Palladium Palace Resort, Spa & Casino, Grand Palladium Bávaro Suites Resort & Spa, TRS Turquesa Hotel, Grand Palladium Jamaica Resort & Spa, Grand Palladium Lady Hamilton Resort & Spa, Ushuaia Ibiza Beach Hotel or Agroturismo Sa Talaia.

    Same room as in previous stays, subject to availability

    Intermediate welcome gift

    Intermediate welcome gift for children

    Birthday gift

    Turndown service. *Exception: not available at Agroturismo Sa Talaia

    Breakfast included, except if already included in the rate. Minimum stay required:

    2 nights at Dominican Fiesta Hotel & Casino, Ayre Gran Hotel Colón and Ayre Hotel Gran Vía

    3 nights at Only You Hotels

    4 nights at Ushuaia Ibiza Beach Hotel

    5 nights at Hard Rock Hotel Ibiza

    7 nights at Hard Rock Hotel Tenerife.

    Restrictions may apply.

    Priority restaurant bookings. *Exception: not avaialble at Bless Collection Hotels, Agroturismo Sa Talaia or Dominican Fiesta Hotel & Casino

    Coupons worth 1,500 Resort Credits for use at all-inclusive resorts in America  (Grand Palladium Kantenah Resort & Spa, Grand Palladium Colonial Resort & Spa, Grand Palladium White Sand Resort & Spa, TRS Yucatán Hotel, Grand Palladium Costa Mujeres Resort & Spa, Family Selection Grand Palladium Costa Mujeres Resort & Spa, TRS Coral Hotel, Grand Palladium Vallarta Resort & Spa, Family Selection Grand Palladium Vallarta Resort & Spa, Grand Palladium Punta Cana Resort & Spa, Grand Palladium Palace Resort, Spa & Casino, Grand Palladium Bávaro Suites Resort & Spa, TRS Turquesa Hotel, TRS Cap Cana Hotel, Grand Palladium Jamaica Resort & Spa, Grand Palladium Lady Hamilton Resort & Spa and Grand Palladium Imbassaí Resort & Spa, hereinafter referred to as “hotels located in America”).

    15% discount on spa treatments. *Exception: at Agroturismo Sa Talaia the discount will be 10%

    Preference bookings of balinese beds at Hard Rock Hotel Ibiza, Hard Rock Hotel Tenerife and Ushuaia Ibiza Beach Hotel

    c. Benefits without a hotel stay:

    16 Rewards & Elite points for every €/$ spent on catering and spas of accommodation centres adhered to the Programme

    7.2.5   Fan-level benefits

    a. Benefits associated with accommodation bookings:

    18 Rewards & Elite points for every €/$ spent – direct bookings

    500 Elite points per each reserved night – intermediate bookings

    b. Experience-related benefits:

    18 Rewards & Elite points for every €/$ spent on services during a Member's stay

    Free early check-in, subject to availability

    Free late check-out, subject to availability

    VIP check-in/check-out: Members have access to a more personalised area or service for check-in and check-out. *Exception: not available at Hard Rock Hotel Ibiza or Hard Rock Hotel Tenerife, Grand Palladium Hotels & Resorts located in America or Dominican Fiesta Hotel & Casino

    Upgrade to the next room category, subject to availability. *Exception: not available at Grand Palladium Kantenah Resort & Spa, Grand Palladium Colonial Resort & Spa, Grand Palladium White Sand Resort & Spa, TRS Yucatan Hotel, Grand Palladium Costa Mujeres Resort & Spa, Family Selection at Grand Palladium Costa Mujeres Resort & Spa, TRS Coral Hotel, Grand Palladium Vallarta Resort & Spa, Family Selection at Grand Palladium Vallarta Resort & Spa, Grand Palladium Punta Cana Resort & Spa, Grand Palladium Palace Resort, Spa & Casino, Grand Palladium Bávaro Suites Resort & Spa, TRS Turquesa Hotel, Grand Palladium Jamaica Resort & Spa, Grand Palladium Lady Hamilton Resort & Spa, Ushuaia Ibiza Beach Hotel or Agroturismo Sa Talaia

    Premium welcome gift

    Premium welcome gift for children

    Birthday gift

    VIP amenities. * Exception: Not available at hotels located in America

    Breakfast included, except if already included in the rate. Restrictions may apply.

    Unlimited restaurant bookings

    20% discount on spa treatments. *Exception: at Only You Boutique Hotel the discount for the Thai Room will be 10%, at Agroturismo Sa Talaia the discount will be 10% and at all hotels located in America the discount will be 15%

    Coupons worth 1,500 Resort Credits for use at all-inclusive resorts in America,i.e. “hotels located in America”.

    Preference bookings of balinese beds at Hard Rock Hotel Ibiza, Hard Rock Hotel Tenerife and Ushuaia Ibiza Beach Hotel

    Possibility to remain at this level despite not complying with the Elite points requirements after a minimum of three years as a Fan Member.

    c. Benefits without a hotel stay:

    18 Rewards & Elite points for every €/$ spent on catering and spas of accommodation centres adhered to the Programme

  • 8. CLAIMING POINTS

    Members will have the right to recover bookings or to claim points whenever they are not reflected in their account after 7 working days from the check-out date of the booking or the date on which the service was received, and up to 3 calendar months from the date on which use of the booking or service ended. 

    a. Points will take an estimated period of up to 7 business days after check-out to be reflected in the Member's account. If this is not the case, Members have an option to "Recover booking" in the members' portal. Here, Members will be asked to fill in all the details necessary to process the request. It will take a further 7 business days to process the Member's request and send them the result. The option to automatically recover the booking is available for accommodation bookings where the departure date is prior to the day on which the request to recover the booking is filed.

    b. If a Member wishes to recover an accommodation booking after the date on which they are making a booking, on the members' portal there is an option to fill in a form to file a request. Alternatively, Members can send an email to help@rewards.palladiumhotelgroup.com, indicating their Programme Member ID, the confirmation number of the booking for which the claim is being made, the booking arrival and departure dates, the hotel the booking belongs to and potentially a copy of the invoice with the services contracted, where applicable.

    c. Requests for such recoveries and claims may be filed within 3 months of the check-out date of the stay or of the contracted service ending; after this period, no claims for possible unassigned points will be accepted, and the Member expressly waives their right to file any claim in this regard.

  • 9. CANCELLATION OF PARTICIPATION IN THE PROGRAMME

    a. Cancellation by the Member

    1. Members may cancel their account under the Programme at any time and for any reason. It should be taken into account that confirming the cancellation of an account in the system will result in the loss of all Rewards points that have not been redeemed up until that time, as well as all the Elite points and all the benefits that the Member had up until then for their corresponding level. If a former Member registers again in the future, they will not be able to recover the Rewards & Elite points or the level previously achieved, although they will be able to recover their previous Member ID.

    2. To cancel an account, Members must go to their Member profile and click on the button "unsubscribe from the programme". The system will remind the Member that if they continue and confirm, they will lose their Rewards & Elite points and their account will be closed. You can also request your withdrawal from the programme by sending an email to help@rewards.palladiumhotelgroup.com

    b. Cancellation by Palladium Rewards

    1. Palladium Rewards has the right to cancel a Member's account in the event of suspicion of fraud, such as if there are several accounts belonging to the same Member.

    2. Palladium Rewards may cancel an account whenever the situations resulting in the expiry of Rewards points set out in point 6 above arise.

    3. If a customer has not used the Rewards points in their account, they will lose the rights granted by those points upon the Programme's eventual closure.

  • 10. PRIVACY POLICY - PROTECTION OF USERS' PERSONAL DATA

    Click here to view the programme's full privacy policy.