General Terms

Complaint Resolution Process

In the event of a dispute (after the customer has booked a room), customers can file a complaint directly with us via the hotline. Customer complaints will be received and forwarded to the relevant department within 24 hours and resolved as soon as possible.

Room Change and Check-in/Check-out Date Change Policy

If customers wish to change the check-out date or room, please contact our reservation department for assistance. All requests for date changes, check-out date changes, or room changes will be based on the hotel’s room availability at the time the customer’s request is received.

Cancellation Policy

Depending on the timing and different rate types, the cancellation policy may vary. Below is the basic cancellation policy applicable when the cancellation policy is not mentioned in the booking or on the online booking page.

In the event that customers cancel their reservation more than 7 days before the scheduled check-in date for a valid reason and provide complete verification documents, the entire amount will be reserved for the next booking within 30 days from the cancellation date.

In the event that customers cancel their reservation within 7 days of the booking date, we will charge a full room rate penalty.

In the event of a no-show (customer booked a room but did not show up), we will charge a full room rate penalty.

*Note: We reserve the right to change terms, cancel policies at any time without prior notice. We are not responsible for compensation for indirect, incidental, or consequential damages, date changes, room types, arising from or in connection with force majeure events (natural disasters, wars, etc.).

Room Code Verification Policy

When customers book a room online, our company will send booking information to the customer via email. Customers can check the information and contact the hotline: 0254 627 5678 if they have any questions, and our customer service department will assist them. Thank you sincerely!