Frequently asked questions
General information
  • What is Palladium Rewards?
    It is the Palladium Hotel Group rewards programme launched in 2020. It offers exclusive benefits and services to its most loyal customers.
  • Is there any charge for the programme?
    No, it is completely free to register.
  • How do I register for the programme?
    To register for the programme and to start to enjoy the benefits of Palladium Rewards members, you just need to go to www.rewards.palladiumhotelgroup.com and click the “Sign up” option. Once you have provided all your details, you will be able to access your member portal, where you can see your transactions, bookings and the benefits of your level, as well as the points needed to reach the next level.
  • How do I make a booking to benefit from my Palladium Rewards member discount?
    You can always receive the member discount by booking online or through the call centre, and identifying yourself as a programme member.
  • How many levels does the programme have?
    Palladium Rewards has 4 different levels. Level One: Follower | Level Two: Promoter | Level Three: Ambassador. | Level Four: Fan. Room, restaurant and spa bookings will help you level up. Each time you level up, you will obtain more and better benefits.
  • Which hotels are participating in the programme?
    Below is a list of hotels participating in the programme: • Grand Palladium Costa Mujeres Resort & Spa • Family Selection at Grand Palladium Costa Mujeres Resort & Spa • TRS Coral Hotel • Grand Palladium Colonial Resort & Spa • Grand Palladium Kantenah Resort & Spa • Grand Palladium White Sand Resort & Spa • TRS Yucatán Hotel • Grand Palladium Vallarta Resort & Spa • Family Selection at Grand Palladium Vallarta Resort & Spa • Grand Palladium Bávaro Suites Resort & Spa • Grand Palladium Palace Resort, Spa & Casino • Grand Palladium Punta Cana Resort & Spa • TRS Turquesa Hotel • TRS Cap Cana Hotel • Dominican Fiesta Hotel & Casino • Grand Palladium Jamaica Resort & Spa • Grand Palladium Lady Hamilton Resort & Spa • Grand Palladium Imbassaí Resort & Spa • Grand Palladium Palace Ibiza Resort & Spa • Grand Palladium White Island Resort & Spa • Hard Rock Hotel Ibiza • Ushuaia Ibiza Beach Hotel • Palladium Hotel Palmyra • Palladium Hotel Cala Llonga • Bless Hotel Ibiza • Agroturismo Sa Talaia • Palladium Hotel Costa Del Sol • Hard Rock Hotel Tenerife • Palladium Hotel Menorca • Bless Hotel Madrid • Ayre Gran Hotel Colón • Only You Boutique Hotel Madrid • Only You Hotel Atocha • Ayre Hotel Gran Vía • Grand Palladium Garden Beach Resort & Spa • Grand Palladium Sicilia Resort & Spa
  • What are the programme’s general terms and conditions?
    You can see the Palladium Rewards terms and conditions at the following link: Read the programme’s general terms and conditions
Benefits, Earning and Redeeming Points
  • What are the benefits of the Palladium Rewards programme?
    Benefits vary depending on level
  • Can I share my Palladium Rewards member benefits with other people?
    Other people staying with you in your room and one other room maximum for your children, parents or family members can always enjoy the same benefits, provided the room is booked in your name, as you can also earn points on this room.
  • What is the basic criterion for earning points?
    Points are earned based on spending at a hotel participating in the programme. Every experience earns points. And when you level up, you will earn more points. The rule is based on each 1 EUR/USD spent and based on the level at which points are earned. Details below:  Level One: Follower 1 EUR/USD = 12 points  Level Two: Promoter 1 EUR/USD = 14 points  Level Three: Ambassador 1 EUR/USD = 16 points  Level Four: Fan 1 EUR/USD = 18 points
  • How do I earn points?
    You can earn points by booking a room, if the booking is made through the website or call centre, or by booking restaurant or spa services. Points are earned in the same way in both cases as specified in the previous point.
  • Can I earn points on bookings made prior to registering for the Palladium Rewards programme?
    No, as a programme member you can only start to earn points on bookings made after the date when you registered for the Palladium Rewards programme. Bookings made prior to the programme registration date are not eligible for points.
  • How do I earn points on more than one room booking?
    As a programme member, you will only earn points for two rooms booked in your name, provided that the programme member is staying in one of them, and the other is for children, spouse or family members.
  • Will I earn points for organising meetings and events at hotels?
    No, you cannot earn points.
  • How can I see what my points are worth in EUR/USD?
    The value of points is always the same for all participating hotels and brands when you want to use available points: Each 1 EUR/USD of RP (retail price) is equivalent to 250 points
  • When can I use my welcome points?
    From the moment when you register, there is no restriction. You can use them at any time to cover the payment of your room with points. If you do not have enough points, you can make a mixed payment, i.e. combine points and cash.
  • How do I redeem my points?
    Below we explain how you can redeem your points: - When booking at one of the hotels participating in the programme through the official website or call centre, you can indicate in the last part of the purchase process that you want to pay with points and how many points you want to use, either full payment with points or mixed (points + cash). - By accessing your member portal, through the “My Points”, “Redeem Points” section, you can access promotions to redeem points on restaurant and spa services. When selecting your preferred option, a voucher will be generated in PDF format, which you should print and show at the hotel, restaurant or spa reception where you will use this service.
  • Is there a minimum point redemption?
    No, there is no minimum amount. Provided that you have available points you can use them to pay for the cost of your room, only if you book through the official website or by ringing our call centre. You need a minimum of 250 points to cover at least 1 EUR/USD of the payment total. If do not have enough points, you can pay with a mixed payment, i.e. part points and the rest in cash.
  • Are there restricted dates for redeeming points?
    Provided that there is availability on the group’s official website or through the call centre, points can be used to book the room. Restrictions might apply to some promotions.
  • What is the difference between earned points and available points?
    - Earned points: the member can earn points for each experience, which will depend on their current level. - Available points: the available points, i.e. earned points minus points spent and/or expired.
  • When do points expire?
    - Your account will be reviewed every 12 months. If no points have been earned or redeemed in a 12-month period, the following scenarios might occur: - First scenario: member belonging to level one Follower: level kept, available points lost. - Second scenario: member belonging to levels above Follower (Promoter, Ambassador or Fan): drops to level below and loses available points. - If you have no activity for 3 years (36 months), you will lose earned points and available points, which means you will lose your status as programme member, member benefits and your Palladium Rewards account will close.
  • Can I share my points with someone else?
    - No, the points and member accounts are unique and non-transferable.
  • Can someone else use my points?
    - No, it is not possible for someone else to use your points. The only option is if a programme member uses their points to book more than one room through the website or call centre, paying with Rewards points.
My details
  • How do I change my personal details and login details?
    Once you have accessed your member profile, through the “My Profile” option you can change basic details, contact details and login details, excluding certain fields.
  • Will I receive a physical Palladium Rewards membership card?
    No, the card is digital. It can be downloaded from your member profile into your mobile wallet. You do not need a physical copy.
  • Where can I find my member number or rewards ID?
    The member number or rewards ID will be shown on your member card. You can check it on your digital card or via the member profile portal.
  • Where can I see the points left to reach the next level?
    Once you have accessed the member portal, you can see the points left to reach the next level in the “Summary” tab. You will also be regularly sent an email which every member receives for information purposes.
  • How long does it take for points to be shown on my account?
    Points will be shown in your account up to 7 working days after check-out if a room booking, or from the day you receive the service for a restaurant or spa booking.
  • What should I do if points are not showing on my account?
    If the points are not shown after 7 working days, you can contact us by sending an email to help@rewards.palladiumhotelgroup.com.
  • What should I do if a booking is not shown on my account?
    In the member portal you can access the “My Reservations” section where you will see the “Retrieve Reservation” option. After providing your booking details, you will receive a support ticket submission email. If you need more information, you can contact us via telephone or email help@rewards.palladiumhotelgroup.com.
  • I forgot my member password. How do I recover it?
    When logging in, the system will always provide a “Forgot your password?” option. If you use this option and follow the instructions, you will receive an email so you can confirm your new password and access your profile.
  • Can I cancel my membership?
    Once you have logged in to your customer profile, click on the “My Profile”, “Personal Information” section, and you will find the “Withdraw from the program” option. If you cancel your membership, you will lose all earned points and available points, and you cannot retrieve them. If you register again, you will start as a new Palladium Rewards member.
  • How do I opt out from marketing?
    You can opt out through your customer profile, through the “My Profile”, “Personal Information” section, opting out from marketing. You can also send an email to rgpd@palladiumhotelgroup.com.
  • How do I opt out from programme notifications?
    You cannot opt out from notifications sent to you regarding the Palladium Rewards programme or completed transactions.