Terms & Conditions
🧭 General
Welcome to Hotel Palacio.
By booking with us, you agree to these terms. They’re here to protect your peace of mind — and to help us offer the kind of stay you’ll want to return to.
🗣️ “If anything here sounds unclear or formal, just ask. We’ll translate it into human.”
💵 Rates & Charges
- The rate you see at booking is the rate you’ll pay. No hidden fees.
- Taxes and service charge are always included unless noted otherwise.
- Breakfast and add-ons are only included if clearly stated.
- Room rate and extras are payable at check-in; additional charges may be settled at check-out.
💳 Payments
We accept all major credit cards, local debit cards, and cash in SRD, USD or EUR..
To secure your booking, a valid card may be authorised in advance. This is a hold, not a charge (unless you book a Non-Refundable rate).
❌ Cancellations, No-Shows & Rate Types
Flexible (24h)
Free cancellation up to 24 hours before check-in (15:00).
Later than that? We charge 1 night.
Semi-Flexible (48h)
Cancel free of charge up to 48 hours before check-in.
After that, 1 night is charged. First-night prepayment may apply.
Non-Refundable
Discounted rate with no changes, no cancellations.
The full amount may be charged at any time post-booking.
Please present the same card at check-in.
No-Shows
No contact by 22:00 = full charge.
Room is released at 12:00 noon the following day.
📲 Guest Portal App
Once your booking is confirmed, you’ll receive access to our mobile-friendly Guest Portal — no app download required.
Through the portal, you can:
• Check in online
• Submit early check-in or late check-out requests
• Add extras (breakfast, wine, cot, etc.)
• Chat directly with our team
• View your invoice or reservation details
🗣️ “Guests love that they can personalise their stay before they even arrive.”
🕓 Check-In & Check-Out
• Check-in: from 15:00
• Check-out: by 12:00
Luggage storage is available if you arrive early or leave late.
Early or Late Check
Requests for early check-in or late check-out are always welcome — and handled based on availability.
We recommend booking in advance via our Guest Portal for best chances.
🧒 Minimum Age
At least one guest per room must be 21 years or older.
💳 Deposit & Refunds
A valid credit card serves as your security deposit.
Refunds (if applicable) are processed within 10 working days, though some banks may take up to 3–4 weeks.
👶 Children & Cribs
• Kids under 12 stay free when sharing a bed
• Cribs available free of charge — request in advance
• Our Colonial Triple and Heritage Queen is perfect for small families or trios
🐾 Pets
To maintain a calm, clean atmosphere:
• Pets are not allowed (except certified service animals)
♿ Accessibility
Hotel Palacio does not have an elevator. All rooms are accessible by stairs only.
If you have mobility concerns, please reach out before booking. We’ll help you assess the best fit.
🚭 Smoke-Free Property
We maintain a strict no-smoking and no-drugs policy throughout the hotel.
Violations may result in a USD 300 fine and immediate termination of stay without refund.
🚗 Parking
Street parking is available in front of and near the hotel.
It is public and unsupervised — please park at your own risk.
🗣️ “Locals park here daily — it’s usually safe, but we recommend locking your vehicle.”
🔐 Security & Lost Items
We cannot be held responsible for items left unattended in rooms or public areas.
All found items are logged and kept for 3 months.
🛠️ Damages
Any damage to rooms, furnishings, or missing items will be billed to the card on file.
⚠️ Force Majeure
In case of circumstances beyond our control (natural disaster, strike, pandemic, etc.), we may cancel your reservation without liability.
No compensation will be offered in such cases, but we will always seek a fair solution.
🗣️ “If the world shifts, we’ll be human first and fair second.”
📶 WiFi & Internet Access
All guests enjoy high-speed WiFi throughout the hotel — in rooms and public spaces.
We also offer premium download speeds for guests who don’t like limits. Just ask at the front desk or request it via the Guest Portal (fee applies).
While we strive for great uptime, we cannot guarantee service availability or speed at all times.
🔒 Privacy
Your personal data is collected only to manage your reservation and enhance your stay.
We do not sell or misuse your information.
Third-party bookings (e.g., via Booking.com) follow the privacy policy of the booking platform.
See our full Privacy Statement for more information.
📸 Photography & Filming
All non-personal filming or photography (e.g. for commercial, influencer, or media use) must be approved in writing.
Please contact info@hotelpalacio.net.
🧾 Group Bookings
For:
• Bookings of 5 rooms or more
• Reservations totalling USD 2000 or more
special conditions may apply.
Our team will confirm all terms in writing prior to arrival.
✅ Final Note
We wrote these terms to make your stay smoother — not stricter.
Our team is here to help, listen, and adapt when we can.
🗣️ “Got a question, a request, or something a little out of the ordinary? Just ask. We’re better at ‘yes’ than most hotels.”
