General

Welcome to Hotel Palacio!

We’re excited to have you with us, and we want to ensure your stay is as pleasant as possible. As part of our commitment to providing exceptional service, we kindly ask you to familiarize yourself with our terms and conditions. These terms apply to all hotel room bookings and the use of Hotel Palacio property, superseding any other conditions.

When you make a reservation, we truly appreciate your trust and assure you that it’s done in good faith for your legitimate use and the enjoyment of your invited guests. We kindly request that you refrain from any activities that go against the spirit of our warm and welcoming environment, such as reselling, unauthorized allocations, or placing speculative, false, or fraudulent reservations.

Rest assured that our aim is to create a harmonious experience for everyone. These terms and conditions, along with your bookings, are governed by Surinamese law. Please note that this choice of law does not affect the consumer protection rights provided by the laws of your own country, which are important to us.

If, by any chance, a dispute arises, we believe in open communication and finding amicable solutions. However, our main focus is on ensuring your time with us is filled with joy and fond memories. Our friendly team is here to assist you every step of the way.

Rates & Service Charge
At Hotel Palacio, we want to make your experience as smooth as possible. The room rate agreed upon during reservation applies to your booking, ensuring transparency. Please note that meals, beverages, and extras are not included unless otherwise agreed (in case of booking with breakfast). Rest assured, all charges include service charge and VAT, simplifying the payment process. We kindly ask that you settle the room rate, breakfast, and service charge upon arrival, while any additional charges can be paid upon check-out. We’re here to make your stay delightful!

Payments
To enhance convenience, Hotel Palacio has a “digital payment preference policy.” We encourage card or online payments whenever possible. Cash payments will be accepted if necessary. For reservations without prior payment, kindly provide your credit card details as a guarantee. Please be aware that Hotel Palacio may temporarily authorize an amount (equal to or less than your booking) on your credit card. Without payment or a valid credit card guarantee, we may regretfully need to cancel your reservation. We appreciate your understanding.

Cancellation, no show & changes
Need to cancel your reservation? Refer to your booking confirmation for options. Hotel Palacio offers flexible, semi-flexible, and non-refundable rates. For (group) bookings of 4 rooms or more, the cancellation policy specified in your confirmation applies. If you can’t find availability on our website, please contact our front desk at Tel +597 420064 or Whatsapp +31 37053182, or email [email protected]. We’re here to assist you!

Flexible rate (24 hours)
Need to cancel your reservation? Refer to your booking confirmation for options. Hotel Palacio offers flexible, semi-flexible, and non-refundable rates. For (group) bookings of 4 rooms or more, the cancellation policy specified in your confirmation applies. If you can’t find availability on our website, please contact our front desk at Tel +597 420064 or Whatsapp +31 37053182, or email [email protected]. We’re here to assist you!

Semi-flexible rate (48 hours)

We understand that plans can change, so we offer flexibility with our rate. You can cancel your reservation free of charge up to 48 hours before the check-in time (15:00). However, for cancellations made after this time, the first night will be charged.

To ensure a smooth process, please submit any cancellation requests in writing via email or through your travel agent. We recommend considering travel and/or cancellation insurance to protect against unforeseen events.

For prepaid reservations, refunds are typically processed within 10 working days upon receiving your cancellation or modification request.

If you booked your reservation through a third-party platform like Booking.com, Expedia, or Hotels.com, kindly contact them directly to request any changes or cancellations.

Please note that a pre-payment equivalent to the cost of the first night will be charged at the time of reservation.

Sample Scenario: Let’s say you made a reservation for a room at our hotel with the flexible rate. If your check-in is on a Friday at 15:00, you can cancel without any charges until Wednesday at 14:59. However, if you cancel after that time, the first night’s stay will be charged.

Non Refundable Rate

Our Non-Refundable rates are designed for guests who are confident about their travel plans. In exchange for this assurance, we offer a discounted rate. Please be aware that once you choose this rate, changes or cancellations are not possible, and the full cost of your stay will be charged.

To secure your reservation, Hotel Palacio is authorized to debit the total amount from your credit card at any time after the non-refundable reservation is made. It’s important to note that the credit card used for the reservation will be verified upon check-in.

We understand that unexpected circumstances can arise, and we recommend considering our flexible rates if you anticipate any changes in your travel plans. However, if you are certain about your stay, our Non-Refundable rate offers you a cost-saving option.

Please take this into account when selecting your preferred rate and enjoy your stay at Hotel Palacio!

No-show

To ensure fairness and efficient room allocation, Hotel Palacio operates a No-Show policy. If we do not receive any prior message from a guest by 22:00 on the check-in day, the reservation will be marked as a No-Show.

In the event of a No-Show, the full amount of the reservation will be charged. We kindly request that you inform us in advance if you are unable to check-in as scheduled.

If a guest does not arrive by 12:00 PM on the following day, the room will be released, and the reservation will be automatically cancelled.

We understand that unexpected situations can occur, so if you anticipate any delays or changes to your arrival time, please let us know in advance. This way, we can make the necessary arrangements and ensure a smooth check-in process.

Check-in

Our standard check-in time is 15:00. If you happen to arrive in town earlier and your room is not yet ready, no worries! We’ve got you covered.

Our friendly front desk team will gladly take care of your luggage while you explore the area or relax in our cozy common areas. Rest assured that your belongings will be kept safe and secure until your room is available.

We want to ensure your comfort from the moment you arrive, so feel free to approach our front desk with any questions or requests. We’re here to make your stay as enjoyable as possible.

Check-out
We hope you’ve had a wonderful stay with us at Hotel Palacio! To ensure a smooth departure, please note our check-out time is until 12:00 PM.

If you need a bit more time before bidding us farewell, we offer the option of Late Check-Out. Please be aware that a fee will be charged for any check-outs after the designated time.

If you have any questions or require assistance regarding your check-out or any other matter, our friendly staff at the front desk will be more than happy to assist you.

Check-in Early
Early check-in prior to 10:00 is charged as 1 full night. After 10:00 and before 15:00 we charge a fee. Please ask our front desk for the fee’s and availability. 
If you want (to guarantee) an early arrival (early check-in), we recommend you book this before arrival. Please note that this is subject to availability.
Tip: During online check-in we frequently offer good deals to our guests like discounted early check-in/out options or discounted breakfast and wine/champagne in your room.

Check-out Late
If you want to extend your check-out time you can do so for a surcharge of USD 10 per hour until 15:00. If you wish to check out after 15:00 we will charge an extra night.

All check-out extensions are subject to availability. Please consult our front desk team.

Check-out Early
If you wish to leave earlier than your departure date, we kindly request that you let us know before 12:00 noon on the day before your departure. This is to avoid any late cancellation fees; it depends on what conditions the reservation was made with.
If you can’t find the right solution our front desk team will be happy to assist you!

Minimum age
Hotel Palacio has a minimum age of 21 to check in. One of the two guests must be 21, otherwise Hotel Palacio reserves the right to cancel your booking and charge 100% of the total cost.

Deposit
Your credit card serves as a deposit. 

Families with children
Hotel Palacio offers cribs free of charge, these are subject to availability and can be booked in advance. Please inform us before your arrival to prepare a nice cot for your baby, by contacting our front desk team.

Pets
Pets are unfortunately not allowed in the hotel.

Accessibility
Please note the we do not have an elevator. All guest rooms are accessible by stairs only. If you mobility concerns, we encourage you to contact us before booking your room(s) to discuss your needs.

Smoke-free
Hotel Palacio has a ZERO tolerance policy for smoking & drugs. This policy applies to the entire property. If it is found that the above-mentioned substances are used in the room or public areas, the management reserves the right to issue a fine of USD 250 and/or report this to the authorities. Management reserves the right to cancel your reservation immediately without refund of the reservation or deposit paid.

Parking
Hotel Palacio does not have secure parking facilities. Parking is possible on the public road in front of and near the hotel at your own risk. 

Liability
The management cannot be held responsible for loss or theft of your belongings in the hotel, restaurant or the club.

Lost and found
All items found in the hotel or restaurant will be registered and kept for three months.

Damage to our hotels and property
Any damage to the hotel rooms or buildings caused by your party during your stay and missing items upon your departure will be charged to the credit card on file.

Unforeseen circumstances
Hotel Palacio accepts no liability and pays no compensation for the failure to provide the services contracted by us due to circumstances beyond our control: (natural) disaster, fire, (wars) and terrorism, strikes, riots, disturbances, government regulations, labor disputes, adverse weather conditions or other exceptional and catastrophic events, conditions or emergencies, which make it impossible or illegal to stay in our hotels or prevent guests from staying in our hotels.

WiFi
Throughout the building, all guests can enjoy our free WiFi services. Please ask the front desk for the password and/or login information or scan the QR Code available at the front desk, lobby and in your room.
The network we provide is offered without warranty of any kind, express or implied. We do not guarantee that access to our wireless network will be uninterrupted, timely, secure, error-free or meet your requirements at all times. Hotel Palacio is not responsible for the security, integrity, accuracy or completeness of any information you transmit or receive while using our WiFi. You are not permitted to use the WiFi network for any unlawful or prohibited purpose.

Please inquire about the fee and options for access to a PREMIUM WIFI.

Privacy
During your stay Hotel Palacio will collect your personal data. This data is processed in accordance with our Privacy Statement and applicable laws and regulations. Data collected by third party booking parties using cookies etc. while browsing third party websites is beyond our control. For this, we refer to the privacy statement of the agency with which the booking was made. For more information on your privacy within Hotel Palacio please refer to our Privacy Statement on our website / or in your booking confirmation.

Photography and video
All photo shoots, audio-visual recordings, reproductions or renderings of images, including Hotel Palacio’s premises or restaurant, other than for strictly private use, are subject to our prior written approval. We will be happy to assist you in obtaining permission and discuss options. Please contact our Hotel Manager by email: [email protected].