COMPLAINT RESOLUTION PROCESS
In case of a dispute (after the Customer has booked a room), the Customer may file a complaint with Us directly via the hotel’s hotline.
The Customer’s complaint will be received and forwarded to the responsible department within 24 hours and resolved as soon as possible.
ROOM CHANGE AND CHECK-IN/CHECK-OUT DATE CHANGE POLICY
If the Customer wishes to change the check-out date or change rooms, please contact Our reservation department for assistance.
CANCELLATION POLICY
Depending on the hotel, timing, and room rate type, the cancellation policy may vary. Below is the basic cancellation policy, applicable when the cancellation policy is not mentioned in the booking confirmation or on the online booking page.
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If the Customer cancels the booking at least 14 days before the scheduled check-in date, the total amount paid for the booking will be refunded.
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If the Customer cancels the booking within 14 days before the scheduled check-in date, the hotel will charge a cancellation fee equal to the total room cost.
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In the case of a no-show (the Customer books a room but does not check in), We will charge a cancellation fee equal to the total room cost.
REFUND GUARANTEE POLICY
If the Customer has paid a deposit or the full booking amount but has to cancel the trip due to objective reasons, We will consider refunding the amount. The refund will be based on the specific terms of each booking. Our staff will officially notify the Customer via email regarding the refund.
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Refund processing time: 21-30 working days, depending on the bank.
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Refund method: Refund to the provided bank account or the card used for payment.
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Refund fee: Free of charge.
Note:
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We reserve the right to change or cancel the policy at any time without prior notice.
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We are not responsible for compensation, date changes, or room type changes in cases of indirect, incidental, or consequential damages, or in force majeure situations (natural disasters, war, etc.).