Palladium Hotel

Dear Guest, We have investigated the situation and can confirm that the booking was for a Deluxe Room, which is an adults-only category for guests aged 16 and over. Due to this policy, we were unable to accommodate a family with a child 13 years old in this type and these should be clear also by booking as your family icludes a child and not an adult, Our Deluxe Rooms are designated for guests aged 16 and over, a policy that is clearly stated during the booking process to ensure the experience of all guests in this exclusive area. As your reservation included a child under this age, it was not possible to accommodate your family in that room type.Our Deluxe Rooms are part of a separate, adults-only area specifically designed to provide a quiet environment for guests aged 16 and over. When we realized on arrival that your reservation included a child, we immediately offered a complimentary upgrade to a Superior Family Room. This was the most suitable alternative we could provide to ensure your family had a comfortable stay, as that is the type that can include a child. We strive to provide excellent service to all our guests and are sorry that your experience did not meet your expectations but we could neve match to your intence request to stay in a room that was not allowed to book. While we are sorry that you did not find this solution satisfactory, we must adhere to our policies to respect the expectations of all our guests. We hope you understand our position, as we must consistently uphold our age policy to respect all guests who book this specific room category. Warm regards from all our Team. Palladium Hotel Kos.