Graduate Palo Alto FAQ
Find answers to commonly asked questions and learn more about Graduate Palo Alto.
WHAT IS CHECK-IN/ CHECKOUT TIME?
Our standard check-in time is 4 pm. Checkout is 11 am.
HOW DO I CHANGE OR CANCEL MY BOOKING?
Change and cancellation terms vary per type of booking. Terms for your reservation can be found on the website during the booking process and in your booking confirmation email.
For reservations booked directly with the hotel, modifications and cancellations can be made by:
Phone (modifications or cancellations)
Call 650 843 9755 and select “1” for Reservations to speak to a member of our team.
Online (cancellations only)
For reservations made directly on graduatehotels.com, visit https://www.graduatehotels.com/palo-alto/#/booking/cancel to cancel.
For third-party bookings, you will need to contact the third party directly.
CAN I GET A COPY OF MY FOLIO?
Yes, please submit a Folio Request.
WHAT IF I NEED AN EARLY ARRIVAL / LATE DEPARTURE / EARLY DEPARTURE?
Please check with the front desk and we will do our best to accommodate.
WHAT IS THE MINIMUM AGE REQUIREMENT TO CHECK IN?
Guests must be 18 or older to reserve a room at Graduate Palo Alto. All guests under 18 must be accompanied by an adult.
For security purposes, you will be asked to provide a valid government or state-issued photo ID at check-in.
WILL MY CARD BE CHARGED AT THE TIME OF RESERVATION?
If you booked an advance payment rate, your card will be charged a deposit of full room and tax prior to your arrival. If you did not book an advance payment rate, your card will not be charged until your checkout.
If you use a debit/credit card to check in, a hold will be placed on your card for the full anticipated amount to be owed to the hotel, including estimated incidentals of $50 per night, through your date of checkout. Provided you do not have any room charges or damages, the incidental hold will be released within 5-7 business days from the date of checkout or longer at the discretion of your card issuer.
DO I NEED A CREDIT CARD AT CHECK IN?
Yes, all guests need a valid credit card that matches their identification.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept American Express, Diners, Discover, JCB, Mastercard, Visa, Apple Pay, and Google Pay. Additionally, our UK hotels accept Union Pay and Maestro. All hotels also accept cash payment at checkout, however a valid credit card must still be presented upon arrival.
CAN I GET A CONFIRMATION EMAIL?
Yes, you can get a copy of your upcoming stay confirmation by submitting a request to email@example.com.
WHAT IS YOUR CANCELLATION POLICY?
Cancellation policies vary based on your booking. Please refer to your confirmation email for details. If you need a copy of your upcoming stay confirmation please email firstname.lastname@example.org.
DO YOU HAVE A BEST RATE GUARANTEE?
Yes, please learn more about The Graduate Pledge.
WHAT IS THE SMOKING POLICY?
Graduate Palo Alto is a non-smoking hotel.
WHAT IS YOUR PET POLICY / FEES?
Our hotels are pre-friendly. Add a pet to your reservation for $35 per night. In accordance with Graduate’s standard pet policy, a maximum of two pets are allowed. A one-time, non-refundable pet hosting fee of $35 per night per pet will be charged to the guest folio upon check-in. Additionally, guests will be held liable for any physical damage caused by their pet, whether in guest rooms or public areas of the Graduate Hotel.
Please note the following:
- Pets must be attached to a leash at all times that the pet is outside of the guestroom.
- Pets are not permitted to be left in guestrooms unattended.
- Guests must be present in order to receive Housekeeping service and the pet must be on a leash during these times. If pet is left unattended, housekeeping service will not be provided
- Should your pet be the cause of any guest complaints, the hotel reserves the right to charge an additional $250 disturbance fee per occurrence.
- Guests will be required to sign a “pet waiver” form upon arrival.
DO YOU HAVE ACCESSIBLE ROOMS?
Yes, all Graduate Hotels offer accessible rooms.
DO YOU HAVE CONNECTING ROOMS?
Yes, please contact us and a member of our team can help with your reservation.
DO YOU HAVE ROLLAWAYS OR CRIBS?
We do have Pack and Plays (based on availability at check-in). We do not have rollaways.
IS THERE A GYM?
No, there is not a gym on-site. However, guests have access to nearby fitness studios, Rumble Boxing and Yogasource, with special drop-in class rates. Both spots are less than a 10-minute walk away.
HOW DO I RESERVE A COMPLIMENTARY BIKE?
Please come by the front desk to set up a reservation.
IS SELF-SERVICE ICE AVAILABLE?
Please contact the front desk for ice delivery.
WHAT ARE THE NEARBY ATTRACTIONS?
Our friendly front desk staff loves sharing their local knowledge. Contact them for tips on exploring town. Here are some of our favorite spots around town.
IS THERE WIFI AVAILABLE?
Yes, complimentary Wi-Fi is available throughout the hotel.
HOW DO I GET THERE?
Graduate Palo Alto is about a 22-minute drive (17 miles) from San Jose International Airport, a 25-minute drive (20 miles) from San Francisco International Airport and a 40-minute drive (27 miles) from Oakland International Airport. If you don’t have access to a car, local app-based ride-share and taxi services are available. Please contact the front desk for assistance in arranging taxi or limo services to the airport.
IS ON-SITE PARKING / VALET PARKING AVAILABLE?
Valet parking, located at the hotel’s main entrance, is available to overnight guests for $40 per night. Street parking is also available, fees may apply. Please pay attention to any posted signage.
FOOD & BEVERAGE
CAN I MAKE A RESERVATION AT YOUR RESTAURANT OR BAR?
Yes, reservations can be made for both Lou and Herbert’s and President’s Terrace on Resy.com.
WHAT ARE YOUR DINING HOURS OF OPERATION AND CAN I VIEW MENUS ONLINE?
View current menus, hours and more for Lou and Herbert’s and President’s Terrace.
DO YOU HAVE ROOM SERVICE?
We do not offer room service, however to-go options are available at all our restaurants and bars.
CAN I STORE MY LUGGAGE?
Yes, we are happy to store your luggage before and after checkout.
CAN I HAVE A PACKAGE SENT TO THE HOTEL?
Yes, mail may be picked up and dropped off at the front desk. If we’re holding mail, packages or phone messages for you, we will call your room or place a note under your door.
ARE LAUNDRY SERVICES AVAILABLE?
Laundry service is available Monday through Saturday. Items received at the front desk by 9am will be returned the same day after 6pm. All items received after 9am will be returned the following day.
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