Safe travel: free medical care - Hotel CoolRooms Palacio de Luces

Travel information

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 questions about safety during your future visit to our hotels, you can reach us directly via email: info@coolrooms.com

Cancellation policy

We remain committed to ensuring our customers enjoy the advantages of flexibility, so we have further extended our cancellation policy.

CoolRooms hotels is implementing the following policies:

For clients with pre-paid bookings, which are usually more restrictive, we will allow changes and cancellations at no cost or penalty up to 10 days before the arrival date.
For clients with flexible bookings, we will allow changes and cancellations at no cost or penalty up to 48 hours before the arrival date.

During peak season the period will be 5 days before arrival for the following dates:

07/01/2022 – 09/03/2022 (both days included)

12/02/2022 – 12/10/2022 (both days included)

12/23/2022 – 01/01/2023 (both days included)

03/31/2023 – 04/09/2023 (both days included)

06/30/2023 – 09/02/2023 (both days included)

Please, keep in mind that any change for an existing booking will be subject to availability and price differences.

Please note this policy does not apply to group bookings.

Free medical assistance

We want you to feel safe during your trip. That’s why we, together with Quirónsalud, offer you free multilingual telematic assistance (10 languages) 24 hours a day, 365 days a year during your stay

Our Covid-free commitment

We believe in responsible and safe travel and we are working on new procedures and protocols to become “COVID free Hotel” certified accommodation.

We take standards for hygiene and cleanliness very seriously and are taking additional measures to ensure the safety of our guests and workers. Our hotels are working to ensure that they meet the latest guidelines on hygiene and cleanliness, to be certificated as a “COVID free Hotel”. We are putting in place health and safety measures designed to fight a broad spectrum of viruses, including COVID-19.

Specific steps that our hotels are taking include:

Workers health, safety and knowledge: Hotel workers, as well as their health, safety and knowledge, are essential for an effective cleaning program. Here are some ways in which we are supporting them:

COVID tests: provide COVID tests for our team.
Masks and gloves: provide masks and gloves for our team.
Hydro-alcoholic gel: stations of automatic hydro-alcoholic gel dispensers around the hotel, hydro-alcoholic gel bottles and wipes for workers and guest use.
Hand Hygiene: proper and frequent handwashing is vital to help combat the spread of viruses. In our daily meetings, our teams are reminded that cleanliness starts with this simple act. It’s important for their health and that of our guests.
Training: in addition to training on housekeeping and hygiene protocols, hotel workers are also completing enhanced COVID-19 awareness trainings.
Coordination: our teams are on standby 24/7 to support the hotels and coordinate with local and regional authorities.

Cleaning products and protocols: Our hotels use cleaning products and protocols which are effective against viruses.

Disinfectants of the highest quality level according to recommendations from Control and Prevention of Illnesses Centers and the World Health Organisation are used for the daily cleaning routine to treat known patogens.

When guests arrive at the hotels by CoolRooms Hotels, they will see a series of additional measures in our cleaning routine.

Guest rooms: hotels use cleaning and disinfecting protocols to clean rooms after guests depart and before next guest arrival, with particular attention paid to frequently use items.
Public spaces: hotels have increased the frequency of cleaning and disinfection of public spaces, with a focus on front desk counters, elevators and elevator buttons, door handles, public bathrooms and even room keys.

Extra measures to ensure guests’ security: glass screens at reception, safety kits under request, special disinfecting machines, automatic hydro-alcoholic gel dispensing stations in common areas, informative signage, and space adaptation to keep security distances.

In food security, food manipulators and supervisors have received training on food preparation and serving. Room service has been modified and new and attractive proposals have been designed to substitute the buffet breakfast.

In addition, CoolRooms Hotels has created a Work Committee focused on the development and updating of our Covid-free commitment for our guests’ and employees’ safety. The Committee includes both in-house and outside 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 is waiting 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.