Complaint Resolution Procedure

In the event of a dispute arising after a reservation has been made, customers may submit a complaint directly to us via the hotline. The 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 customers wish to change their room type or check-in/check-out dates, please contact our reservation department for assistance. All requests for changes are subject to the hotel’s room availability at the time the request is received.

Cancellation Policy

Depending on the booking period and rate type, cancellation policies may vary. The following basic cancellation policy applies when no specific cancellation policy is stated in the booking confirmation or on the online booking page:

  • If customers cancel their reservation at least 07 days prior to the scheduled check-in date, with a valid reason and supporting documentation, the full amount paid will be credited and held for 30 days from the cancellation date for a future booking.

  • If customers cancel their reservation within 07 days prior to the scheduled check-in date, a penalty equal to 100% of the room charge will apply.

  • In the event of a no-show (the customer does not arrive as scheduled), a penalty equal to 100% of the room charge will apply.

Notes:

  • We reserve the right to modify or cancel these policies at any time without prior notice.

  • We are not responsible for compensation related to indirect, incidental, or consequential damages, changes in dates, room types, or other losses arising from force majeure events such as natural disasters, war, or other unforeseen circumstances.

Reservation Code Verification Policy

After completing an online booking, we will send the reservation details to the customer via email. Customers may review the information and, if there are any questions or concerns, contact our customer service team via hotline 0254 367 9939 for assistance.

Thank you very much for choosing our services.