Frequently Asked Questions

Check-in starts at 3:00 PM, check-out is 11:00 AM. We'll text you the moment your room is ready, so feel free to text back with anything you'd like us to know before you arrive. Need to make other arrangements? Give us a call at 904.241.7776.

We get it — plans shift. Every reservation at Hotel Palms is one we hold just for you, so we ask that any cancellation be made by 3:00 PM EST, 72 hours before your arrival date. Cancel later than that, and we'll need to charge you for the first night of your stay. Whole-house bookings, and some holidays and special events, require 30 days' notice. Rates and policies can vary during high-impact periods and for special requests, so give us a call if you're ever unsure.

Hotel Palms is a no-pets property, with the exception of service animals. We're also smoke-free throughout, inside and out. Breaking either of these will mean a minimum $250 cleaning fee to the card on file, plus the cost of any additional damage.

Absolutely — we love having families here. We just ask that everyone be mindful of fellow guests while socializing in the Courtyard and by the pool, especially later in the evening. Excessive or disruptive behavior that affects other guests' stays may result in additional charges.

Anything left in a room is held in our Lost and Found for 60 days — just reach out and we'll do our best to get it back to you. That said, Hotel Palms isn't responsible for personal items missing from a guest room or vehicle, or for damage to a guest's vehicle while on property.

For everyone's security, a lost key means we have to replace the lock. There's a $250 replacement fee charged to the card on file, plus the cost of anything missing from or damaged in the room.

Yes — we'll use the phone number on your reservation to send check-in, check-out, and stay-related messages, and to reach you if anything comes up while you're with us. That's it — no marketing or sales messages, ever. (Standard message and data rates may apply.)