Hotel Policy & Info

RESERVATION OF YOUR STAY 

The offer sent by the Hotel has a duration of 72 hours from the moment it is sent. After this deadline, it is not valid anymore.

In case of a reservation, for the final confirmation, the following information are required: name and surname of the person who books, a telephone number, number, expiry date and holder name  of a credit card as guarantee.
The following credit cards are accepted as guarantees: Visa, MasterCard. Prepaid credit cards are not accepted as guarantee.
Otherwise, we ask for a down payment in an amount equal to the first night stay, within 7 days from booking date (or within 12 hours if the arrival date is within 7 days after the booking date). Upon payment, we kindly ask you to send us the copy of the payment via email to info@aqapalace.com.

Bank details:

Bank name: Intesa Sanpaolo S.p.a.
Bank address: Viale Pompei, 1 – 30021 Caorle (VE), Italia
Beneficiary: Duilio S.r.l.
SWIFT/BIC CODE: BCITITMM
IBAN/IBAN CODE: IT16 N030 6936 0201 0000 0007 152

It is important to write in the purpose of the bank transfer what follows:
– arrival date;
– surname and name of the holder of the reservation.

We kindly ask you to check that the number of Guests on your booking is correct (adults, children and babies); if there is any error, please amend your booking through the system or by calling the Hotel.

The following credit / debit cards are accepted for payments at the hotel: Visa, MasterCard, Maestro, CartaSì.

PRE-AUTHORIZATION

Before the arrival of the Guest, AQA Palace has the right to check the validity of the credit card provided at the moment of the reservation through a pre-authorization.
With the pre-authorization the hotel check the temporary availability of the amount for the first night stay to prove that the credit card is valid. No amount is cashed. The pre-authorization expires automatically after 21 working days, when the amount will be released. Alternatively, at check-out time, the Guest can decide to confirm the pre-authorization by definitively debiting the amount that was preauthorized, paying the difference in cash or by credit card.
In case of pre-authorization with negative result the Guest will be informed and will have 24 hours to provide the details of a new credit card or to check the available balance of the one already provided. In case of no reply by the Guest within the times mentioned above, the reservation will be cancelled. In this case the Hotel will have no obligation towards the Guest.

CANCELLATION POLICY

FLEXIBLE RATE – in case of cancellation up to 7 days before the arrival date the cancellation is free of charge if nothing has been prepaid. Otherwise, there is the possibility to convert the paid deposit into a voucher for another direct reservation by December 31st of the following year. In case of cancellation within 7 days prior to arrival day, the cost of the first night will be charged as fee.

NON-REFUNDABLE RATE – total amount of the stay must be prepaid upon booking confirmation; the reservation cannot be amended, it is non-refundable and non-transferable.

EARLY BOOKING RATE – advance payment of 30% of the total amount-stay is required on the booking date. In case of cancellation up to 7 days before the arrival date, the cancellation is free of charge; the deposit already paid will not be lost but converted into a voucher of the same amount, which can be used for a future direct reservation by December 31st of the following year. In case of cancellation within 7 days prior to arrival date, the total amount of the deposit will be charged as fee.

EARLY DEPARTURE – the full amount as per your initial booking reservation will be charged excluding the meals you have not consumed. Should the Guest leave the Hotel prior departure (with exception of cases of documented force majeure) the Hotel can charge the full amount of the stay (except for cases of fault attributable to the Hotel).

NO-SHOW – in case of late arrival the Hotel must be informed as soon as possible by the Guest, otherwise the room will be kept booked until 07:30 of the following morning; after that time, the Hotel is free to cancel the reservation and charge the night as no-show fee.

ACCOMMODATION SHORTENINGS – shortening a stay beyond the terms of free cancellation of the reservation, before the arrival date, leads to a penality equal to one night.

OPTIONAL INSURANCE ALLIANZ

Thanks to Allianz Booking Protection and Allianz Protection Plus, we offer the possibility to insure the deposit for the stay or the entire stay. By entering the required data in the form at the link below, you can download the .pdf file with all the details. Warning: the insurance must be taken out within 24 hours from the booking confirmation of the holiday.

Click on this LINK to insure your deposit.
Click on this LINK to ensure the total amount of your stay

GENERAL CONDITIONS

On your arrival day, the check-in is guaranteed from 2 p.m. until 10 p.m.. Upon check-in, guests are required to show the ID card or the passport of all the people staying in the room, for their registration (included adults and children and babies).
On the day before your arrival, you can ask to the reception staff via message or by telephone, for the confirmation of an early check-in before 2 p.m., based on availability.
If the early check-in is not possible, you can still arrive in the morning, park your car on our car park and use all the Hotel services included in your booking.

On your departure day, the check-out is from 07:30 a.m. until 10 a.m..
You can ask for a late check-out, based on availability, on the day before your departure to the reception staff.
If the late check-out is not possible, you can still use the Hotel services (both free and not free) on the departure day, always upon confirmation by the reception staff and based on availability. If you would like to leave before the check-out time, you can settle your bill at the reception desk on the evening before, by 10:00 p.m..

GROUP REQUESTS

With “group” the Hotel means a multiple reservation of 6 or more rooms, which is subjected to different policies than the ordinary reservations.
In this case, sales conditions and policies must be arranged by contacting the Hotel directly.

SPECIAL REQUESTS

If you have any special requests (for example: room number, floor, side, view from the room, the round bed rather than the bathtub in the room for the Romantic room, etc.) they will be all taken into account and satisfied, whenever possible. We are not always able to guarantee the particular requests; our Guests’ satisfaction is very important for our Hotel and we will do our best in order to fulfil every wish.

TOURIST TAX

The tourist tax is not included, the rate is Euro 2,10 per day per person. It must be paid at the hotel.
Children until the age of 11,99 do not pay tourist tax.

PETS

Small pets are allowed (maximum 10 kg approx.). The cost per day for your pet is Euro 10,00. At the check-in, a deposit of Euro 250,00 (in cash or with pre-authorization on a credit card) may be required and it will be returned to the Guests at the check-out after checking the condition of the room. Pets are not allowed in the breakfast area and in the pool area. At the Levante Beach, pets are allowed only on the “Bau Beach”, an equipped area located after the sector L9 (area not managed by the Hotel).

RESTAURANT SERVICE

BED & BREAKFAST – continental buffet breakfast is served from 07:00 to 11:00 in the dining room of the Duilio Restaurant.

HALF BOARD – can be booked for stays of minimum 3 consecutive nights and it includes: breakfast in the dining room of the Duilio Restaurant and 2-course dinner + dessert (drinks not included) at the Duilio Restaurant. The supplement is of Euro 30,00 per night per person and it is to be considered from 3 years of age; for Guests until 2,99 years old, meals are extra and à la carte. Dinner opening hours: from 19:00 to 22:00 (last admission). Meals are not transferable, must be eaten at designated date and they do not provide a refund in case the Guest does not eat a meal.

FULL BOARD – can be booked for stays of minimum 3 consecutive nights and it includes: breakfast in the dining room of the Duilio Restaurant, 1-course light lunch + dessert (drinks not included) at the AQA Bar and 2-course dinner + dessert (drinks not included ) at the Duilio Restaurant. The supplement is of Euro 50,00 per night per person and it is to be considered from 3 years of age; for Guests until 2,99 years old, meals are extra and à la carte. Light lunch opening hours: from 12:00 to 14:30 (last admission). Dinner opening hours: from 19:00 to 22:00 (last admission). Meals are not transferable, must be eaten at designated date and they do not provide a refund in case the Guest does not eat a meal.

DUILIO RESTAURANT – on the Hotel opening days, Duilio Restaurant with à la carte menu is open for dinner; on holidays and on Sundays also for lunch. Reservation is recommended. Lunch opening hours: from 12:00 to 14:30 (last admission). Dinner opening hours: from 19:00 to 22:00 (last admission).

AQA BAR – open all day until midnight for drinks, snacks and sandwiches; light lunch à la carte is served from 12:00 to 14:30 (last admission).

WELLNESS AREA AND OUTDOOR POOL

The Wellness Area features a Finnish sauna, a Turkish bath, an emotional shower, a heated pool with hydromassage and a relaxation area. It is open every day from 9:00 a.m. to 10:00 p.m.. Only Guests over the age of 18 are allowed in the Wellness Area. The entrance to the Wellness Area, for Guests who book directly (on our website or by contacting our staff by phone or email) is free of charge. For all other types of booking (through Online Travel Agencies, Tour Operators, etc.) the entrance to the Wellness Area has an additional cost of Euro 15,00 per person each entry (bathrobe and slippers are provided). Outdoor pool and solarium have free access. If you wish for a more intimate and reserved atmosphere, you can enjoy the “adults only” area, bordered by a small artificial beach.

BEACH AND BEACH SHUTTLE SERVICE

From the date of arrival to the day before departure, we offer for free 1 beach place (1 umbrella and 2 sunbeds) per room, at Levante Beach (sector L1, 700 meters from the Hotel). The request for a beach place must be made at the Hotel reception desk; the satisfaction of special requests (row, beach place number, etc.) is not guaranteed.
The beach service is guaranteed by the local beach consortium from mid-May to mid-September. Subject to availability and upon payment of a supplement, extra beach places can be requested at the Hotel reception desk. Requests for additional chairs or sunbeds are managed by the lifeguard of the beach sector the Hotel belongs to. Beach towels are not supplied with the room but can be brought from home or bought at the Hotel by contacting the reception. The beach places belonging to the Hotel sector provide the opportunity to use the exclusive safe service for which a deposit of Euro 10,00 per bracelet / beach place is required.
To reach the beach, the Hotel Beach Shuttle Service is available free of charge. The service is guaranteed from mid-May to mid-September at set times which are shown at the reception desk. At the Levante Beach, pets are allowed only on the “Bau Beach” equipped area (after sector L9), which does not belong to the Hotel. Info and reservations at the following LINK.

BICYCLE SERVICE

The bicycle service is free of charge, not bookable and subject to availability: you just need to contact the reception staff to get the keys for the locks.
The keys are to be returned promptly at the end of each use in order to give everyone the possibility of using this service; otherwise a penalty will be charged. Bicycles cannot be used to reach the beach; for that, the Beach Shuttle service is provided for free.

CAR PARK

Our car park is on-site and free, with outdoor parking lots; it is not guarded and available on a first-come, first-served basis: it is not possible to reserve a parking lot in advance.
The hotel is not responsible regarding any damage or theft, committed or attempted, to the car, to parts of it, or to objects left inside.
In case of full car park (uncommon situation) please contact the reception staff: they will be happy to show you the best solution.

LOST & FOUND

AQA Palace Hotel takes no responsibility for forgotten or lost items and cannot guarantee that items will be found.
In case the item cannot be attributed to the corresponding owner, it will be stored for an appropriate period of time (up to three months maximum).
The Hotel uses the service “LHost” for the claim and shipment of forgotten items.
Start the practice at the following LINK.

STAY RULES

The Guests must have respect for the room and for its furniture. Any damaged or stolen items must be reimbursed by the Guest. The Guests must pay for damages or theft.
Complaints about the state of the room and its furniture and equipment found at the moment of the arrival, are accepted by the Hotel if made promptly at the reception. In case of a not immediate communication, the Hotel is unable to attribute the status of the room to its actual responsible.
It is forbidden to give hospitality to more people (both adults and children) than allowed by the total number of Guests indicated on the booking confirmation. In this regard, children are considered as adults.
The Hotel, as guarantee of the respect of all the stay rules listed above and at its sole discretion, may ask to the Guest at the time of check-in a deposit (in cash or by credit card). After ascertaining the state of the structure, this deposit will be given back to the Guest, if everything in the structure/ room is in order and not damaged.

 

COVID-19 updated policies

WELLNESS AREA: until the 31st of July 2022, exclusive and private access per room or family, at 50-minute time slots, subject to availability. For information about the availability of the wellness area and to reserve it, we warmly invite you to get in touch with the Hotel in advance.
From the 1st of August 2022, the access to the Wellness Area won’t be any more exclusive and private. It will be without time slot reservation and only Guests over the age of 18 will be allowed.

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