Hotel Policy & Info

CONFIRMATION OF THE RESERVATION

For the final confirmation of the reservation, a credit card number and expiring date are required as a 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 24 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.

The following credit / debit cards are accepted for payments at the hotel: Visa, MasterCard, Maestro, CartaSì.
Cash payment limits: Euro 2999.00 until 30/06/2020; Euro 1999.00 from 01/07/2020 to 31/12/2021; Euro 999.00 from 01/01/2022 (Legislative Decree no. 124/2019).

PRE-AUTHORIZATION

Before the arrival of the Guest, AQA Palace reserves 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 guarantees the temporary availability of the amount for the first night to ensure 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

STANDARD RATE: in case of cancellation up to 14 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 14 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 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 arrival day, check-in is guaranteed from 2 p.m. until 10 p.m.. Upon check-in, guests are required to show an ID card or passport of all the people staying in the room, for their registration (included adults and children).
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 for the room is not possible, you can 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, 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 for your room is not possible, you can still use the Hotel services (both free and not free) on the day of the departure, always upon confirmation by the reception staff and based on availability.
If you would like to leave before the check-out starting 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 verified by direct contact with the Hotel.

SPECIAL REQUESTS

If you have any special requests (for example: room number, floor, side, indoor whirlpool rather than outside whirlpool for the Deluxe Suite, the round bed rather than the bathtub in the room for the Romantic room, etc.) they will be taken into account and satisfied, whenever possible.
We are not always able to guarantee them; our Guests’ satisfaction is of primary importance for our Hotel and we will do our best in order to fulfil every wish.

REDUCTIONS AND SUPPLEMENTS

Child from 0 until 2,99 years old, Euro 30,00 per day (upon request baby cot beds are provided for free).
20% reduction on the daily price for the third person aged 3 and over, with the first two persons 100% paying.
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.

TOURIST TAX

The tourist tax is not included, the rate is Euro 1,80 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.
Pets are not allowed in the breakfast area and in the pool area.

RESTAURANT

Half board (breakfast and 2-course dinner + 1 dessert, drinks not included) requires a minimum stay of 3 consecutive nights. Supplement for half board is Euro 30,00 per day, per person aged 3 and over; for Guests until 2,99 years old dinner is à la carte.
Half board is not transferable, must be used at designated date and it does not provide a refund in case the Guest does not eat a meal.
Duilio Restaurant is always open for lunch à la carte; the bar is available with snacks and sandwiches.
Winter closing day of Duilio Restaurant: Mondays.

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..
Children under the age of 16 can only access it until 3 p.m. accompanied by an adult; after 3 p.m. entry is reserved for adults only.
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.
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 per day (bathrobe and slippers provided); for children under 16 years the entrance to the Wellness Area is free, regardless of the type of booking.
Outdoor pool and solarium have free access.

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 beds) per room, at Levante Beach (700 meters from the Hotel).
The beach service is guaranteed by the local beach consortium from mid-May to mid-September. Requests for additional sunchairs or sunbeds are considered extra and therefore managed by the reference beach sector.
Beach towels can be brought from home or bought at the hotel by contacting the reception.
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 exposed at the Hotel reception.

BICYCLE SERVICE

The bicycle service is a free service, not bookable and subject to availability: it will be enough to contact the reception to request the keys for the locks.
The keys are to be returned promptly at the end of use in order to guarantee to everyone the possibility of using this service; otherwise a penalty will be charged.

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 it.
In case of full car park (sporadic 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.
The Hotel uses the service “LHost” for the claim and shipment of forgotten objects.
Start the practice through 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.

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