Travel information COVID-19

We are monitoring the coronavirus (COVID-19) situation closely and following guidelines from government, public health authorities, local health departments, medical professionals and World Health Organization’s statements.

Providing safe and clean environments for our guests and colleagues is always a top priority for us.

If you have any question or doubt about safety during your future visit to our hotels, you can reach us directly via email: isabel.chen@coolrooms.com

Cancellation Policy

We remain committed to ensuring our customers experience flexibility during these challenging times, so we have further extended our cancellation policy.

For Palacio de Atocha hotel, we are implementing the following policies:

  • For guests with pre-paid rates reservations which are usually more restrictive, we will allow free cancellation without cost or penalty up to 15 days prior to arrival and we will allow the modification of your dates of stay without cost or penalty up to 24 hours prior to arrival (1 modification will be allowed). Please note that any changes to existing reservations will be subject to availability and rate variation.
  • For guests with flexible rate reservations we will allow free cancellation without cost or penalty up to 24 hours prior to arrival, as well as modification of the dates of your stay without cost or penalty up to 24 hours prior to arrival (1 modification will be allowed). Please note that any changes to reservations existing, will be subject to availability and rate variation.

Please note that this policy does not apply for groups booking.

Guests who booked with online travel agents or other third-party travel agents should contact their reservation contact directly for more information.

Our Covid-free commitment

We believe in responsible and safe travel and we implemented all the procedures and protocols to be a Covid free hotel.

We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests and workers. Our hotels are all following a strict guide that meet the latest guidance on hygiene and cleaning and we are taking all measures necessary to prevent the virus from spreading.

Health, safety and knowledge for our employees: hotel employees, their health, their safety and their knowledge are all essential for an effective program. Here are some of the measures we are carrying out:

  • COVID tests:we provide Covid-19 test to our employees
  • Masks and gloves: we provide masks and gloves to our employees
  • Hydro alcoholic gel: stations of automatic hydro alcoholic gel dispensers around the hotel, bottles and wipes of hydro alcoholic gel to be use for our guests and employees
  • Hands cleaning: proper and frequent handwashing is vital to prevent the virus from spreading. In our daily meetings, our teams are reminded that cleanliness starts with this simple act. It’s important for their health and for the safety of our guests.
  • Training:in addition to regular information training and briefings to housekeeping, hotel employees are also following a special Covid-19 course to know the specific procedures.
  • Coordination: our teams are on standby 24/7 to support the hotels and coordinate with local and regional authorities.

Cleaning products and protocols: our hotel uses cleaning products and protocols which are effective against viruses.

In the daily cleaning routine, we use the appropriate cleaning products as recommended by the Centers for Disease Control and Prevention and the World Health Organization to treat known pathogens.

When arriving to the CoolRooms Hotels, guests will notice an additional number of measures in our cleaning routine.

  • Rooms: we apply cleaning and disinfection protocols to clean the rooms after guests’ departure and before the next guest arrival, with particular attention to the most used objects.
  • Common areas: the hotel has increased the frequency of cleaning and disinfection in common areas, with a special focus on the reception desk, elevators, elevator buttons, door handles, common restroom and room keys, among others.

In addition, to ensure the safety of our guests, the following extra measures have been implemented: barrier screens in the reception, delivery of security kits upon request, disinfection with specific disinfection device, hydroalcoholic gel dispensers in all common areas, implementation of informative sings, adaptation of spaces to maintain safety distances.

For the complete safety of our guests, our food and beverage team and supervisors have received specific training regarding the food preparation and service. The room service has been adapted and new and attractive breakfast proposals have been designed, replacing the buffet.

CoolRooms Hotels has created a working committee focused on developing and updating our COVID measures to ensure a complete safety for our guests and employees. The Committee includes internal and external experts in housekeeping, food safety, health and technology.

Be Cool

CoolRooms Hotels is aware that the COVID-19 and its devastating impact on the world has created an urgent need for collaboration, help and assistance.

During this difficult period, we have collaborated in the regions where our hotels are located and help donating beds to the Madrid field hospital at IFEMA, providing food trucks with free food for our heroes, donating protection material for those who needed it the most. And especially we wanted to support those who have fought and continue to fight every day for us, through the Rooms for heroes program with special discounts and free nights at our hotels. We have also held charity auctions giving 100% donations to non-profit organizations such as the Food Bank and the Aladina Foundation, which now need more support than ever.

Spain will be ready for you

Spain is giving everything it’s got in a united, responsible fight against the spread of the COVID-19 virus. The vaccination process is going forward according to the scheduled times and it is estimated that in July 2021 70% of the adult population will be vaccinated.

Spain, it’s monuments, museums, landscapes, gastronomy and us will be here waiting for you and we are sure that you will really enjoy it, because now, we know the really important things in life.