1.Dispute Resolution & Guest Grievances
In the event of a dispute arising after a reservation has been confirmed, guests are invited to contact us directly via our hotline.
All guest grievances will be formally recorded and forwarded to the department in charge within 24 hours, with every effort made to ensure a swift and satisfactory resolution.
2.Room Amendment & Date Change Policy
Should you wish to amend your room type or modify your arrival and departure dates, please contact our Reservations Department for personalized assistance and support.
3.Cancellation Policy
Cancellation policies vary depending on the season and the specific rate type selected at the time of booking, as detailed in your reservation confirmation. In instances where a specific cancellation policy is not explicitly stated in your booking confirmation or on the online booking platform, the following standard policy shall apply:
Advance Cancellations: Cancellations made at least 3 days prior to the scheduled arrival date will be eligible for a partial refund of the amount prepaid for the booking.
Late Cancellations & No-Shows: In the event of a cancellation made past the aforementioned deadline, or if you fail to arrive as scheduled (No-Show), the prepaid amount for the reservation will be non-refundable.
4.Refund Guarantee Policy
If a guest has settled the deposit or fully paid for a reservation but must cancel the journey due to Force Majeure, we will review the case to facilitate a full refund.
Review Criteria: Refunds are subject to the specific terms and conditions of each individual booking. Official confirmation of the refund will be formally communicated to the guest by our team via email.
Processing Timeline: Refunds are processed within 21 to 30 working days, depending on the regulations of the respective banking institution.
Refund Method: Reversals will be credited back to the provided bank account or the original payment card used during the transaction.
Processing Fee: Complimentary (No processing fees will be incurred).
Important Notes:
We reserve the right to amend these conditions or revoke policies at our discretion. Any such changes will be announced at least 7 working days in advance.
We shall not be held liable for any indirect, incidental, or consequential damages, nor for mandatory adjustments to dates or room categories resulting from Force Majeure events (including, but not limited to, natural disasters, acts of God, and war).