Hotel rooms, restaurant services and banquet/event services
A. Hotel Room Booking Cancellation
For direct hotel room bookings, the following standard cancellation schedule applies
| Cancellation timing | Refund | Policy |
| Within 24 hours of booking | 95% | 95% of the eligible amount paid is refundable. |
| After 24 hours of booking AND more than 48 hours before check-in | 70% | 70% of the eligible amount paid is refundable. |
| Within 48 hours before check-in / after the above window | 0% | No refund is payable under the standard policy. |
Important: The cancellation window is determined using the date and time recorded by the Hotel/booking system. If a booking is cancelled within 24 hours of booking, the first category applies, even if the cancellation is close to the arrival date, subject to any rate/package expressly marked non-refundable.
Refunds are processed after verification of the cancellation and payment records. Bank/payment gateway processing times may vary. Any amount that is legally non-refundable, separately identified as a non-refundable fee, or imposed by a third-party booking platform will be handled according to the applicable terms and law.
Festive, promotional, group, corporate, advance-purchase, non-refundable or special package bookings may carry different cancellation terms if those terms are clearly disclosed at the time of booking.
B. No-Show
A no-show for a confirmed room reservation may result in retention/charge equivalent to one night’s room and applicable taxes, unless the booking confirmation states otherwise. For non-refundable or special-rate bookings, the applicable rate terms will prevail.
C. Early Departure
If a guest checks out earlier than the confirmed departure date, the Hotel may apply an early-departure charge where stated in the applicable rate, package or booking confirmation. Any refund for unused nights is therefore subject to the applicable booking terms.
D. Restaurant Cancellation & Refund
- For a normal dine-in reservation without advance payment, cancellation does not ordinarily create a refund obligation because no booking amount may have been collected.
- For prepaid/special restaurant reservations, private dining, advance orders, party bookings or special menus, cancellation/refund terms will be communicated at the time of booking.
- For food orders, once preparation has commenced, cancellation may not be accepted and a refund may not be available, except where required by law or where the Hotel confirms a service error.
- If an item is materially incorrect, missing or unusable due to a Hotel error, the customer should contact the Hotel promptly so that the Hotel can investigate and, where appropriate, provide replacement, credit or refund.
E. Banquet / Event Cancellation & Refund
Banquet/event bookings involve blocking a hall, date, staff, food, vendors and other resources. Therefore, the room cancellation schedule above should not automatically be applied to banquet bookings.
- The cancellation/refund schedule for a banquet or event must be stated in the signed banquet booking confirmation/event agreement.
- The Hotel may retain amounts already committed to venue blocking, customised procurement, third-party vendors, special décor, food preparation or other non-recoverable costs, subject to the signed agreement and applicable law.
- If the organiser cancels without a specific signed cancellation schedule, the Hotel will calculate any refund based on the advance received, commitments already incurred and the applicable booking terms.
- Postponement/rescheduling is subject to date availability and written approval by the Hotel and may involve additional charges.
F. Refund Method
Where a refund is approved, the Hotel will normally process it through the original payment method or another method agreed with the customer, subject to payment-provider capabilities, verification requirements and applicable law. The customer may be asked to provide transaction/reference details to facilitate processing.
G. How to Cancel
Cancellation requests should be made through the booking channel used to make the reservation or directly with the Hotel using the contact details in the booking confirmation. The customer should retain the cancellation acknowledgement/reference.