What are our guests' most frequent inquiries?

• Hi. May I ask what is Red level?
  
  
  • Friday, 2 September 2022
  • Thank you very much for your interest.
    Some superior rooms have Red Level benefits. You can find information in the description of the rooms. Private reception, private breakfast, lounge with food and drinks included in the rate, etc.
    Regards.
    Resv.

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• hello, do you all allow early check in? we will arrive at 11:30 am
  
  
  • Friday, 19 May 2023
  • Thank you very much for your interest.
    We have taken note of request. Subject to availability we will be glad to give you the room upon arrival.
    

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• Is the jacuzzi also closed or just the pool?
  
  
  • Tuesday, 17 January 2023
  • Thank you very much for your interest.
    The jacuzzy is also out of service until May.
    But you can go up to our roof to enjoy the views and the sunset

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• Hello are you offering a gala dinner on Christmas Day
  
  
  • Wednesday, 30 November 2022
  • Thank you for your interest
    Yes we have Gala Dinner please contact with us and we sill inform you
    Regards
    Reservations

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• Hi - do you know when you will close the pool for the season? Thanks
  
  
  • Wednesday, 30 November 2022
  • Thanks for your interest. The pool is currently closed. We will reopen next May.
    Regards,
    Reservations

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• Can you accommodate a guest who is gluten and dairy free
  
  
  • Wednesday, 14 December 2022
  • Thanks for your interest. Yes, the hotel has gluten-free foods at the breakfast buffet
    Regards
    Reservations

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• Hello is there a spa?
  
  
  • Friday, 2 September 2022
  • Thank you for your interest.
    We do not have Spa. We have a wellness center
    Regards
    Reservations Dept

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• Hello. Thinking of coming next week. When is your outdoor pool opening please and your terrace? Thank you Monika
  
  
  • Tuesday, 1 April 2025
  • Hello! Thank you for your interest. Unfortunately, no. It's too early. Probably in May.

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• Hi, do you provide cots in the bedrooms/suites?
  
  
  • Tuesday, 17 September 2024
  • Thank you for your interest. We do have cots available. We can add them to all our room categories.

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• How far is the metro station?
  
  
  • Friday, 2 September 2022
  • Thank you for your interest.
    We are very close of Opera Red Line or Santo Domingo Yellow Line
    Regards,
    Reservation Dept

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• Hello. Will you check me in at 1am? late arrival
  
  
  • Wednesday, 20 November 2024
  • Hello. Subject to availability we will be glad to give you the room upon arrival.
    
    

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• hello! we will be traveling with our 2-year old child. do you have cribs? also, is there a family package such as toys? thank you!
  
  
  • Friday, 19 May 2023
  • Thank you very much for your interest. We have cribs but not package.

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• What is included in red level lounge please and what are the opening hours. we are staying one night only 27 March and won’t arrive until 7.30 pm.
  
  
  • Friday, 19 May 2023
  • Thank you very much for your reservation. At Red Level they have a private reception. Breakfast buffet and Open Bar with food and drinks until 11pm

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• When was the hotel refurbished
  
  
  • Friday, 2 September 2022
  • Thanks for your interest
    The hotel was renovated in 2017. New opening
    Regards,
    Resevations Dept

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• Hello. Please tell me, if I arrive at night at 01.00, is there check-in?
  
  
  • Tuesday, 12 November 2024
  • Hello, 1 pm or 1 am?. 1 pm is subject to availability

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• is there parking near the hotel?
  
  
  • Wednesday, 17 July 2024
  • Good Afternoon
    
    Thanks for your message and for the interest in Palacio de los Duques a Gran Melia Hotel
    
    We are pleased to inform you that there is parking close to the Hotel and the price per day is 40€
    
    Kind Regards

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• Can I bring my service dog? She has all her papers.
  
  
  • Tuesday, 28 November 2023
  • Good Afternoon
    
    Thanks for your message, We usually advice to make a reservation in a room category with terrace
    
    Kind Regards

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• Hi, can your restaurants accommodate vegan guests? Thx
  
  
  • Thursday, 7 September 2023
  • Yes. We have vegan dishes

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• Does the Hotel have car parking facilities?
  
  
  • Wednesday, 16 August 2023
  • Thank you for your interest.We have parking. The Hotel is located in the Historic Center of the City. Upon arrival at the hotel we will take your vehicle's registration data so that you can circulate around the hotel area.
    Regards,
    Reservations

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• Is the double bed a queen size? Is the large double le a king or queen? Are the twins together and is their combined size a double or queen. Thanks
  
  
  • Friday, 2 September 2022
  • Thanks for your interest
    We have all bed type combinations in all categories except Classic where we only have Queen Beds.
    1 King, 1 Queen or 2 Twins
    And some rooms have sofa beds
    Regards,
    Resevations Dept

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• May I know what room type to choose in order to get connecting/adjoining rooms? Looking to book for 2 adults and 2 teenages (13-15yrs old)
  
  
  • Tuesday, 1 October 2024
  • Thank you for your interest. We have connecting rooms in Classic or Premium. Just book two rooms and leave a note
    

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• Does the supreme double room come with a sofa bed? Does the sofa bed fit two kids?
  
  
  • Friday, 4 October 2024
  • Good Afternoon
    
    Thanks for the interest in making a reservation at Palacio de los Duques a Gran Melia Hotel
    
    We are pleased to inform you that the Supreme room has a sofa bed and two kids fit
    
    Kind Regards
    
    

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• Hi I am looking at booking for next week 18th March 2024 ...Is the swimming pool open?
  
  
  • Wednesday, 13 March 2024
  • Dear guest,
    
    Ours is an outdoor pool available only for the summer time. For the dates you are looking for I´m afraid it won´t be available yet.
    
    We remain at your entire disposal.
    
    Kind regards,
    
    Palacio de los Duques, a Gran Meliá

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• Is the roof top free to hotel guests?
  
  
  • Monday, 24 March 2025
  • Yes. Roof top is free access all guest.

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• What treatments are available in the wellness center?
  
  
  • Monday, 23 January 2023
  • Thank you very much for your interest. The treatments in our Thai Wellness Center are varied and all try to respect the Thai tradition. If you provide us with an e-direction, we will send you a letter.
    

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• do you have free wifi
  
  
  • Monday, 28 August 2023
  • Good morning,
    we confirm we do have free WiFi for our clients.
    Kind regards,
    Fátima Granados
    Reservations Department

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• Hi do you have one room with two beds please
  
  
  • Friday, 15 September 2023
  • Yes! We do!

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• Is the swimming pool open in April? Can all hotel guests access the rooftop bar or only the red level guests? Thanks
  
  
  • Monday, 24 March 2025
  • The opening date for the pool has not yet been defined. April is a bit early. Normally, it opens in early May if good temperatures are forecast. The pool is available to all guests.
    

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• Hello do you have safe parking nearby?
  
  
  • Wednesday, 14 August 2024
  • We have secure parking, with an agreement with our hotel, right next door. Ask our valet parking

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• I am interested in making a booking I will be travelling with my dog is 15 kg. Do you have any pet fees? Can I book any room available?
  
  
  • Wednesday, 31 May 2023
  • Sorry for the delay in response. We accept pets up to 15kg. Daily charge €50 and also a deposit of €150 that is returned upon departure if there are no damages
    Regards.
    Reservations

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• Which months/seasons is the outdoor swimming pool open?
  
  
  • Monday, 13 May 2024
  • Dear Customer,
    
    In relation to your request, we inform you that, as it is an outdoor pool, it is available during the summer season (usually from May until September, the exact date will depend on the weather).
    
    Kind regadrs
    
    Reservations Department

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• which rooms have access to the executive lounge
  
  
  • Saturday, 22 April 2023
  • Good Morning
    Only the rooms of Red Level, Deluxe, Junior suite, One bedroom suite, Junior suite with terrace, Master suite, Penthouse Suite and the Presidential
    Kind regards

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• Hello I would like calm big room
  
  
  • Monday, 29 April 2024
  • Good morning,
    
    In order to help you, please send us your reservation details through the internal messaging of your Booking account.
    
    
    Looking forward to hearing from you.
    
    Kind regadrs,
    
    Reservations Department

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• Hi, Are all the hotels facilities open? Thanks, Conor
  
  
  • Thursday, 2 April 2026
  • Good Morning
    
    Thank you vey much for your message
    
    We are pleased to inform you that all the hotels facilities are already opened
    
    Kind Regards

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• Hi are the pools open all year ?
  
  
  • Thursday, 2 April 2026
  • Good Afternoon
    
    Thanks for your message
    
    We would like to point out that the swimming pool is not opened all year. It is usually opened from the beginning of May to the beginning of October
    
    Kind Regards

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• Hello Is the roof top pool open in October
  
  
  • Thursday, 2 April 2026
  • Good afternoon,
    The pool will be opened in October and it can be used. However, supervision is not confirmed.
    
    Kind Regards
    Palacio de los Duques a Gran Melia

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• Hola, necesito saber si la piscina exterior está operativa y si el uso de la misma es solo para clientes o si está abierta al público. Gracias!
  
  
  • Thursday, 2 April 2026
  • Buenas Tardes
    
    Gracias por su mensaje
    
    Es un placer informarle que la piscina ya está operativa y el uso de la misma es solo para clientes.
    
    Un Saludo

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• If I book through booking.com how do I let you know I will have a small dog with me?
  
  
  • Thursday, 2 April 2026
  • Thank you very much for your interest.
    If you are traveling with a small dog, up to 10Kg, you must leave it noted in the reservation so that we can take it into account.
    And you must book the Junior Suite with terrace.
    Sincerely
    Jaime Santiago
    Resv.

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• Do you have a crib available?
  
  
  • Thursday, 2 April 2026
  • Thank you for your interest. Yes we do have baby crib free of cost

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• Is there an outdoor swimming pool?
  
  
  • Thursday, 2 April 2026
  • Thank you for your interest. Yes we have a small swimming pool on the rooftop with very nice views. Regards. Reservations

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• Hi. Do you have early check in?
  
  
  • Thursday, 2 April 2026
  • Thank you for your interest. Early Check-in subjet to availability with extra charge. Regards. Reservas

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• Is the pool open now?
  
  
  • Thursday, 2 April 2026
  • Thank you very much for your interest.
    Unfortunately our pool is not open. We will reopen in May 2022
    Best regards,
    Jaime Santiago
    Reservations

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• Hi, is the swimming pool currently open? Is it for clients’ use or also for outside people? Thanks in advance!
  
  
  • Thursday, 2 April 2026
  • Good Afternoon
    
    Thank you very much for your message
    
    We are pleased to inform you that the swimming pool is already opened and it is only for guests
    
    Kind Regards

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• Hi, do you have parking at the hotel?
  
  
  • Thursday, 2 April 2026
  • Thanks for your interest.
    We have parking. Our doorman will help you with your luggage and with the car.
    Greetings
    Reservations department

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• Hi, I need to know if you allow a dog (10 kgs), than you.
  
  
  • Thursday, 2 April 2026
  • Good Afternoon
    
    Thank you very much for your message.
    
    We would like to inform you that dogs ( maximum weight 10Kg ) are allowed only in rooms which have terrace.
    
    Threre is a extre fee of 40€ per day
    
    Kind Regards

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• Do you have a room with bidet, bath tub, and sofa bed or two large beds in same room for two people?
  
  
  • Thursday, 2 April 2026
  • Hello,
    Sorry for the delay in our response.
    Yes, the rooms, from Premium category, have bidet, shower and two beds. Some higher categories, from Supreme rooms, also have sofa beds.
    Sincerely
    Jaime Santiago
    Reservations

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• When is the pool open?
  
  
  • Thursday, 2 April 2026
  • Dear guest,
    
    We open the pool today! :)
    It will open during the weekends until the first of June, Since this day, the pool will be open everyday, from 10am until 20pm.
    
    Best Regards,
    Palacio de los Duques Team

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• Hi, we will be travelling with our dog (10 kgs), are pets allowed and what are the additional charges?
  
  
  • Thursday, 2 April 2026
  • Good Afternoon
    
    Thank you very much for your message.
    
    We would like to inform you that dogs ( maximum weight 10Kg ) are allowed only in rooms which have terrace. Threre is a extre fee of 40€ per day
    
    Kind Regards

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• Do you accept 2 miniature dogs
  
  
  • Thursday, 2 April 2026
  • Good Afternoon
    
    Thanks for your message
    
    We would like to inform you that small dogs are allowed only in rooms with Terrace : Junior Suite with Terrace, Penthouse Suite or Presidential Suite
    
    Kind Regards

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