FAQ/Policies

GENERAL

How do I view my reservation?

Use this link to modify, or cancel your reservation, or call the Hotel directly at 518-583-2727. 

What is check in/check out time?

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

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/Wi-Fi 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

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 do not. 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. See our amenities for details.

RESERVATIONS

Will your rooms allow cribs? Is there a charge?

Pack & Plays 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?

21 years old.

What is your cancellation/deposit policy?

If booked directly through the hotel, we have a 72-hour cancellation policy prior to arrival. You must cancel by 4 pm Eastern Standard Time or 72 hours prior to arrival to avoid penalty. Seasonal cancellation policies supersede the standard 72 hours, please see below seasonal cancellation policy.

***If booked through a third party, please contact the booking agent or web site directly for cancellation policies.

Racing Season Cancellation Policy - 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.  Our accessible rooms do not feature roll-in showers.

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.

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 $250.00 0 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 your departure at midnight. Your bank will then have to post the transaction to your account.

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: [email protected] 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.