COMPLAINT RESOLUTION PROCESS
When a dispute arises (after the Customer has made a reservation), the Customer can complain to us directly via the hotel hotline.
Customer complaints are received and will be transferred to the responsible department within 24 hours and resolved as soon as possible.
POLICY TO CHANGE ROOM, CHANGE CHECK-OUT AND CHECK-OUT DATE
In case the Customer wants to change the check-out date or change the room, please contact our reservation department for support.
Depending on the hotel, time and price type, the cancellation policy will be different. Below is the basic cancellation policy, which applies when the cancellation policy is not mentioned in the booking form or on the online booking page.
- In case the Customer cancels the booking 14 days before the booked check-in date, the entire amount paid for the booking will be refunded.
- In case the Customer cancels the reservation within 14 days of the reserved reservation date, the hotel will charge a penalty fee of the entire room fee.
- In case of no-show (Customers make a reservation but do not show up), we will charge a penalty of the entire room fee.
MONEY BACK GUARANTEED POLICY
In case the Customer has paid the deposit in full, pay the reservation in full. But due to objective conditions, if you cancel your trip, we will consider refunding the amount to the Customer. Refunds will be based on the regulations of each different booking. This refund will be officially notified to the Customer by our staff via email.
- Refund time is within 21-30 working days depending on the bank.
- Refund form: refund to the provided bank account or the card from which the money was collected
- Reimbursement fee: free.
We reserve the right to change conditions and cancel policies at any time without prior notice.
We are not responsible for compensation for damages, changes in dates, room types, etc. that are indirect, incidental or consequential, or in case of force majeure (natural disasters, war, etc.).