Refund and Cancellation Policy
Reservation:
Please make advance reservations via telephone or book online to assure room availability.
A deposit is required to obtain a confirmed reservation. Please note the cancellation policy before committing to a reservation.
Rates may change without notice and may vary for special events except for confirmed reservation (deposit taken).
Occupancy:
Normal occupancy is two people per room. Additional person (if room size permits) is extra chargeable.
Deposit:
To confirm your reservations, a deposit equal to a minimum of one night's room rate, or 50% of the entire stay; whichever is more, is required to confirm reservation. We accept American Visa and MasterCard. For alternate arrangements, please contact the Hotel.
Group bookings of four or more rooms requires a 30 day cancellation notice for return of the deposit.
To confirm your booking and to ensure the smooth operation of Xanadu’s Events/Accommodation Schedule, a minimum of 50% payment is required. The balance of the payment must be made at least seven (7) days before the date of the event/accommodation. If this is not done, your booking will be automatically cancelled. See cancellation information below.
REFUND AND CANCELLATION POLICY
- Within 21 days to the event - 50% of Payment
- Within 14 days to the event - 75% of Payment
- Within 7 days to the event - 100% of Payment
Refund Policy:
When you cancel a booking and are entitled to a refund then we will instruct the refund right away. The processing will take between 2-4 weeks until the whole amount shows back on your credit card statement. The refund amount depends on numerous factors such as the hotel's cancellation policy, time of cancellation and processing fees. For more details see cancellation policy above.
In case a reservation that you make is not confirmed, we will not charge you anything.
Check In :
Normal check in time is 2 p.m. - 6:00 p.m. For late arrivals, please call for instructions on the procedure for arrival after 6 pm.
Check-out is at 12 Noon.
Early check-in and check-out is possible on availability only available by prior arrangement. Each is subject to an additional 50% of the room's rate.
Modification:
We require 7 days before original arrival date for the amendment request. Any modifications are subject to availability at the time you make the request.
Children and Infants:
Child (2-5 years) can stay free of charge with parents using existing beds. No free extra bed (or rollaway) and no meal is provided for a child in normal cases. The child's breakfast till 4 years is complimentary and above that normal menu charges will be applied.
In case that you require the extra bed for your child (2-5 years old), the third person's rate applies which you have to select "3 adults" instead of 2 adults and 1 child in the reservation form.
Non-arrival to the Hotel (No Show):
If you fail to arrive at the hotel on the arrival date the entire reservation will be cancelled automatically by the hotels and you will be charged the cost of the whole reservation.
If you fail to check in on the first date but still continue your travel plan to stay at the hotel, please urgently contact us so that we can keep the room for you for the rest of the nights. Otherwise as mentioned above, the entire reservation will be auto-cancelled and no refund will be issued.
Shorten Stay (Early check-out):
Shorten stay is subject to whole period charge whether or not you stay the whole period.
If you know that you are changing your plan, please contact us as early as possible to minimize the charge by the hotel.
Special Request:
Please note all the requests will not be guaranteed as they are subject to availability upon your arrival to the hotel only.
In case that there is an accessibility request (i.e. wheelchair accessible room), please contact us before submitting the reservation.
Voucher:
At the time the reservation is confirmed, we issue a confirmation number and voucher that you can print out.
It is very important to present the confirmation voucher to the hotel upon arrival. Failure to produce the confirmation at check-in may result in the hotel not honoring your reservation or failing to trace the record.
Payment Security:
It is important for you to know that whenever you provide us with personal details or credit card information, it is secure.