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FAQ's

GENERAL

How do I view my reservation?

Use this link to modify, or cancel your reservation.

What is check in/check out time?

Check-in is after 4 pm and check-out is at 11AM.

Do you allow smoking on property? In the rooms?

Pavilion Grand is a non-smoking hotel. Smoking is not permitted in any of the guest accommodations.

How much do you charge for high speed/wifi internet access?

  • Complimentary : Up to 1.5 Mbps (megabits per second) speed - check emails and search the internet
  • Premium Daily: $9.99 per night for up to 3 Mbps speed - good for basic surfing, email, VPN connections and video streaming
  • Platinum Daily: $ 12.99 per night for up to 7 Mbps speed - great for gaming and streaming
  • Premium Business Week: $ 24.99 for up to 5 nights for 3 Mbps of speed
  • Platinum Business Week: $ 39.99 for up to 5 nights for 7 Mbps of speed

Do you have a fitness center? What kind of equipment does it have? What are the hours?

Yes, our fitness center is open 24 hours with a hotel key card. The fitness center is equipped with state of the art fitness equipment that make a complete circuit. With internet connections you can keep up with your online fitness programs.

Do you have a business center?

The front office is available to help with all of your business needs.

Do you have a pool?

There is no pool at the hotel. The beautiful Victoria Pool located in the Spa State Park is a public pool available for guests located just minutes from the hotel.

Do you have a Boutique spa? What are the hours?

all good things…spa ... is a health and wellness center designed to be healthy from the inside out. As an independently owned and operated spa, their staff’s main focus is to help our guests live a lifestyle of healthy eating, chemical free products, and improvement of the body and mind from the inside out. A full service spa able to cater to both in-suite and in-spa services, spa menus are now online.

TRANSPORTATION/DIRECTIONS

How do I get to the hotel?

Please see our locations page for directions and downloadable maps.

Do you offer free shuttle service from the airport?

Sorry, we don’t. But, our staff would be happy to assist you with any travel needs. We have secured relationships with select car services and are happy to assist you with arrangements.

Do you have onsite parking? How much is parking? Is it included in my room rate?

The Hotel offers off street, valet parking. The fee is $12.50 for cars and $15 for SUVs per night with full in and out privileges; it is not included in room rate.

RESERVATIONS

How do I view my reservation?

Usethis link to view, modify, or cancel your reservation.

Will your rooms allow cribs? Is there a charge?

Pack & Play's are available for a fee.

I booked on a website other than the hotel website and I need to make a change to my reservation. How do I do this?

Please contact the booking agent used to make the reservation.

What is the minimum age requirement to check in to the room?

18 years old

What is your cancellation/deposit policy?

If booked directly through the Hotel, we have a 72 hour cancellation policy prior to arrival (Reservations within the Racing Season are subject to 14 day cancellation policy; see below). You must cancel by 4 pm Eastern Standard time or 72 hours prior to arrival to avoid penalty. ***If booked through a third party, please contact the booking agent or web site directly for cancellation policies.

Racing Season Cancellation Policy - During the dates of July 21st, 2017 and September 4th 2017, all reservations are subject to a fourteen (14) day cancellation policy. You must cancel by 4 pm Eastern Standard time fourteen days (14) days prior to arrival to avoid penalty on all reservations. If your reservation is changed or cancelled within the fourteen (14) day cancellation period, a cancellation penalty of the total stay plus applicable taxes will be charged. ***If booked through a third party, please contact the booking agent directly for cancellation policies.

Is my ID/passport required at check in?

Yes, a valid government issued picture ID is required for hotel check-in.

What age do kids stay for free?

17 and under.

Do you have accessible rooms?

Yes, we have accessible rooms. Some of these rooms include modified bath tubs with bars and added facility. For more information on the accessible features of our hotel please call the front desk.

Do you have an early departure fee?

Yes, if the departure date is changed to an earlier date after check-in, an early departure fee of up to 1 night’s room and tax is charged.

RESTAURANT

What is available at the restaurant/bar/lounge?

Coming soon to Pavilion Grand Hotel, full service fine dining restaurant and bar. Providing In-Suite Chef Experiences and catering to all function space within the hotel..

ACCOUNTING

I have questions about my bill. Who do I call?

Feel free to ask for our accounting department by calling the hotel, 518.583.2727.

What forms of payment are accepted to pay for my room?

A credit card is required upon check-in. Upon check-out you can pay in cash or by credit card.

Does the hotel require a deposit for incidentals?

Yes, the hotel requires a deposit per night for incidentals.

How can the incidental deposit be made?

This deposit can be placed on your credit or debit card. Please note that when using a debit card, the hotel asks the bank for an authorization for $200 per day. As is the case with debit card accounts, the money being held by the hotel until your departure will not be available for use until after your departure from the hotel. Upon check out, the hotel will charge the debit card for the amount of incidentals that you actually incurred. Depending on your bank and the stipulations of your debit card, the money can take 5-10 business days to be released back to your account.

When will the incidental deposit be returned to my credit card?

The incidental deposit is released on the day of you departure at midnight. Your bank will then have to post the transaction to your account.

How much money does the hotel authorize on my debit or credit card at check in?

At check in we authorize your entire stay’s room and tax, plus an incidental deposit of $200 per day.

AT YOUR SERVICE

I want flowers, chocolates, champagne, or gifts sent to the room. How do I do this?

Contact the front desk directly via phone: 518.583.2727 or email: guestservices@paviliongrandhotel.com for any of these requests. We love to make your visit special. Please don't hesitate to ask if there is anything we can do to make your stay exceptional.