Know Before
You Go
Travel Documents
Please check your e-tickets carefully for accuracy. Ensure that your dates are correct and that your name is spelled as it appears on your passport. Please notify the Lorandus team at veritivreg@lorandus.com if there are any discrepancies. Please note that once issued, your airline ticket is non-refundable.
Advanced Airline Check-In
When possible, we recommend checking in online with your specific airline(s) 24 hours prior to departure. In some cases, this will not be possible. If this is the case, please allow a little extra time at the airport for check-in. If you would like to change your seating, this may also be done at the time of check-in. Please review your e-tickets carefully for further instructions.
Airport Check-In
Please ensure you arrive at the airport at least 3 hours prior to your international flight departure time. Your passport is required for check-in. Due to increased airport security measures, please be sure to leave ample time for check-in as late arrival could result in denied boarding.
Security and Baggage
Please respect the safety regulations for all international flights. Knives, scissors, lighters, nail manicure sets, razors or any other sharp objects must be packed in your checked luggage. These items will not be allowed inside the plane cabin or in your carry-on baggage. Please refer to your specific airline for baggage restrictions and allowances. See the following webpage for a comprehensive list of security information for air travel.
Arrival
Upon Arrival at The Palace Hotel Madrid
Hotel Check-In
Upon arrival at the hotel, you will be directed to Reception to check-in. The official check-in time is 3:00 p.m. however, every effort will be made to have rooms ready upon arrival. You will be required to provide a credit card for incidentals. Your room, tax, and daily breakfast buffet are covered by the Pinnacle program.
Welcome Hospitality
After checking in, please join us at Chez Madrid, a café located just around the corner from the hotel, for tapas and refreshments between 10:00 a.m. and 4:00 p.m. During this time, you will also receive your registration package and take part in a Pinnacle gifting experience.
Chez Madrid is a one‑minute walk from the hotel. Exit through the main doors, turn right, walk past Starbucks, and you will find Chez Madrid on your right‑hand side.
On-site Assistance
Throughout your stay at The Palace Hotel Madrid, the Lorandus travel team will be onsite to assist you in every way possible. The Hospitality desk is located in the Lobby in front of the Hemingway conference room. Please stop by with any questions you may have or if you need any assistance throughout the week.
Arrival Instructions for Travelers Flying to Madrid on Saturday, May 9
*Please ensure ALL baggage is labelled and tagged with your contact information on it.
Upon landing at Adolfo Suárez Madrid–Barajas Airport (MAD), please proceed directly to Immigration. After clearing Immigration, continue to the baggage claim area to retrieve your checked luggage.
Once you have collected your bags, you will approach Customs.
- If you need to declare goods—such as currency exceeding $10,000 USD, or tobacco/alcohol quantities above duty‑free allowances—please follow the red channel.
- If you have nothing to declare, proceed through the green channel.
After exiting Customs, continue through the sliding doors into the public arrivals hall. Our local Madrid partners will be waiting for you, holding Veritiv signage. They will assist you and guide you to your designated transportation to the hotel.
From May 9 to May 13, all food and beverages consumed at the designated program activities are included. You will receive a stipend in the form of a prepaid Mastercard of 250 Euros per person (500 Euros per couple) for meals and beverages outside of scheduled events.
Meals included:
Saturday, May 9
- Welcome Hospitality at Chez Madrid (Tapas and refreshments)
Sunday, May 10
- Breakfast Buffet at La Cúpula Restaurant in Hotel Lobby
- Pinnacle Performance Business Session and Lunch (Guests are welcome but not required)
- Flamenco Fiesta! Awards Dinner
Monday, May 11
- Breakfast Buffet at La Cúpula Restaurant in Hotel Lobby
- Group Excursion to Toledo, Spain (Lunch)
Tuesday, May 12
- Breakfast Buffet at La Cúpula Restaurant in Hotel Lobby
- Farewell Fiesta! at Finca Los Jarales
Wednesday, May 13
- Breakfast Buffet at La Cúpula Restaurant in Hotel Lobby
Stipend: Your 250 Euros per person (500 Euros per couple) Mastercard stipend can be used for other meals and beverages not covered in the program activities including: dinner Saturday night, dinner Monday night, and lunch on Tuesday following your individual excursions. Note that lunch is included in the Tapas Cooking Class for those choosing that excursion.
Gratuities: All gratuities are included for the group events. For other meals, tipping is not expected in Madrid, but it’s always appreciated for good service. Spain’s tipping culture is very relaxed compared to the U.S. Service workers are paid a full wage, so tips are considered a small gesture of gratitude rather than an obligation. Most locals simply round up the bill or leave a bit of loose change, especially in casual settings.
Breakfast: A daily buffet breakfast at your leisure is included with your room at La Cúpula Restaurant in the Hotel Lobby from 7:00 a.m. to 11:00 a.m.
Recommended Dress Code
- Pinnacle Performance Business Session and Lunch: Smart Casual
- Awards Dinner: Smart Casual (Jackets are strictly optional)
- Group Excursion to Toledo: Casual; Comfortable walking shoes are essential! A light jacket or sweater is recommended as it may be cool on the bus.
- Farewell Dinner at Finca Los Jarales: Smart Casual; flat shoes are recommended due to walking on cobblestones, sand, and grass.
Smart Casual Definition: Smart Casual is polished but relaxed attire. It typically includes refined, well-fitting clothing such as dresses, skirts, blouses, sweaters, button-down shirts, polos, and neat, structured pants. Blazers and/or jackets are completely optional. Very casual items such as shorts, flip-flops, or athletic wear should be avoided during Smart Casual events.
Packing Suggestions
Clothing
- Lightweight shirts/blouses (May temps can be warm)
- Breathable pants or jeans
- Casual outfits for exploring the city
- Comfortable walking shoes (cobblestones are common)
- Sandals or casual flats
- Light sweater or jacket for cooler evenings
- Smart Casual attire for the Pinnacle Performance Session, Awards Dinner, and Farewell Fiesta
- Casual outfit for the Toledo group excursion
- Flat shoes for the Farewell Fiesta
Accessories
- Sunglasses
- Hat
- Light scarf (useful for sun or wind)
- Small backpack or crossbody bag for excursions
- Travel umbrella (May is mostly dry, but light showers can occur)
Toiletries and Personal Items
- Sunscreen
- Daily medications in original containers
- Personal toiletries
- Travel-size first aid items (band‑aids, pain reliever, etc.)
- Passport (valid for at least 6 months beyond your return date)
- Driver’s license / government ID
- Photocopies of your passport and ID (leave a copy with someone at home)
- Copies of health insurance card
- Credit card and some Euros for small purchases
- Power adapter for Spain (Type C / Type F plug)
Hotel check-out time is 12:00 p.m. Departures from The Palace Hotel Madrid on Wednesday, May 13 will be covered by Veritiv and organized by your Lorandus partners onsite. You will receive your departure instructions in your registration package upon arrival at Chez Madrid. All transfers outside of the program departure date (May 13) and to alternate locations from the airport will be at your own expense.
All personal incidentals should be settled at Reception prior to your departure from the hotel.
Hotel Location
and Security
The Palace Hotel
Address: Plaza de las Cortes, 7, Centro, 28014 Madrid (Next to Neptuno Fountain)
Phone: +34 913 60 80 00
In case of emergency (ambulance, fire, police) in Spain and across the EU, call 112.
For other issues during Pinnacle, call Rusty Wallace, Veritiv’s Chief Security Officer, (470) 423-5972.
