1. Full refund for cancellations is allowed at least 14 days before the check-in date
Before processing full refund, try to offer credit voucher or reschedule first
2. No refund for cancellations made less than 14 days of check-in (except for extenuating scenarios as listed)
No refund for cancellations due to Covid is allowed.
3. Change in dates allowed for bookings between 7 to 14 days before check-in, guests to pay for price difference
4. No change in dates allowed for bookings less than 7 days before check-in (except for extenuating scenarios as listed)
5. For last minute bookings - if cancelled within 24 hours and more than 48 hours before their check in date. i.e. 3 days or more before check in date. No refunds for cancellations within 48 hours (2 days) of their check-in date.
medical documentation required**
SCENARIOS ELIGIBLE FOR A FULL REFUND LESS THAN 14 DAYS PRIOR TO ARRIVAL
NATURAL DISASTER
A.1 Public advisory for a typhoon, bush fire, heavy flooding or any weather related circumstances that will be unsafe for guests to travel
A.2 Roads are closed or not passable.
PERSONAL UNFORESEEN CIRCUMSTANCES
B.1 Major illness or injury of the guest or a member of their immediate family (Covid not included).
B.2 Death of the guest or a member of their immediate family.
B.3 Flight cancellations or delays that prevent the guest from arriving on time.
PROPERTY RELATED
C.1 Damage to the property that renders it unsuitable for occupancy.
C.2 Unexpected maintenance or repairs that cannot be completed prior to the guest's arrival.
EXTENUATING CIRCUMSTANCES
D.1 Travel restrictions or border closures due to unforeseen circumstances such as a pandemic or government-issued travel advisory.