The following are guidelines for room reservations made in our website. Any third-party booking sites such as tripadvisor.com, booking.com etc. are not included or may vary in terms of booking policies.
- How do I cancel my reservation?
To cancel a reservation, please contact our customer support team. You will find all our contact details here.
- Will I be charged if I cancel my reservation?
The cancellation policy/booking conditions link can be found in our terms and conditions page here. It will also be stated in the confirmation email sent to you.
- Will I be charged a night’s stay if I miss my reservation or arrive late?
If you miss your reservation or arrive late, you could be charged a penalty fee by the hotel, depending on the cancellation policy. Please note that if you fail to notify us about a late arrival, your reservation may be cancelled.
- Where can I find the cancellation policy?
It will be stated in the confirmation email we send you. Note that details and conditions in the cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.
- When will I get my refund?
Booked rooms are non-refundable. However, a change in your itinerary is acceptable. Please contact us within 48 hours before your arrival date to avoid penalty charges. You may contact us here.
- Can I check out a day early?
If you need to check out earlier than you originally booked, contact our hotel staff. As part of hotel policy, we will not refund unused nights.
- How do I know if my hotel reservation is confirmed?
The online booking website will send you an email confirmation after you have completed your booking. You should receive the confirmation email generally within the day. If in case you cannot find the confirmation email we sent, kindly check your SPAM folders or you may contact us here if you want to confirm your booking.
- How can I add extra nights to my booking?
Please create a new booking for the period that you wish to extend on our website where you made your previous reservation. If you make a reservation directly with us, we will be charging you with an over-the-counter rate which might be different from the rate of your previous booking.
- I want to change my booking dates, how do I do this?
If you need to change the dates of your reservation, contact our hotel to modify your reservation here.
- If I want to make a special request for my reservation, what do I do?
Please note that any special request is subject to availability upon check-in. Kindly indicate your request on the booking form upon making your reservation under “Remarks”.
- How do I know if a special request is confirmed?
All special requests are subject to availability and cannot be guaranteed by the hotel. Please follow up at the Front Desk upon arrival.
- Can I request for an early check-in / late check-out?
Early check-in and late check-out are subject to room availability and cannot be guaranteed by the hotel. Should you need to request for these, please indicate this in the original booking you made at the online booking system under “Remarks”. Note: An additional charge of Php 200/hour will be charged to your room in case of a late check-out.
- Is there an additional charge for children when sharing a room with their parents?
Children below 6 years old can stay in their parents’ room at no additional charge. The maximum occupancy of a room will depend on the accommodation you have chosen.
- Is breakfast included for my children?
In those cases, where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents. In such cases, the child’s breakfast will be charged directly.
- What is the check-in and check-out time of the hotel?
Check-in time is 14:00 hours. Check-out time is 12:00 hours. Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually NOT free of charge.
- Is breakfast included in the room rate?
Yes, all of our rooms are inclusive of free breakfast. It will be indicated in your hotel voucher or confirmation how many breakfast is included in your rate.
- Does the hotel allow pets?
There are no pets allowed within the resort premises.
- I don’t want breakfast, can I remove this charge?
All room rates are inclusive of breakfast, there will be no reduction in the rates should breakfast not be consumed.
- What do I have to show to the hotel when I check-in?
You need to present the hotel voucher or email receipt, the same credit card (for online bookings only) used to make the booking and a valid photo ID.
- Can I check-in without the hotel voucher?
If you do not present the hotel voucher that you used to make the booking to the hotel, you may experience problems checking in.
- I have submitted my booking and have not received my hotel voucher?
In most cases, you will receive a confirmation email with the hotel voucher attached, within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters.
- I will not be going anymore. Can my friend use the booking?
You will need to change the name of the reservation and you must contact the online booking website within 48 hours to accomplish this as soon as possible. If you do not contact our office to change the guest name, we reserve the right to refuse check-in.
- Can I make a booking using my friend’s credit card?
Yes. This is only applicable for online booking. We strongly recommend to note that payment is made by a third party’s credit card under “Remarks” when you book a room.
- When I check your website it shows no availability, does it mean that the hotel is fully booked?
Unfortunately, there are no available rooms for those dates. Should this be the case, you may opt to change the date of your reservation.
- Do you offer special discounts for senior citizens?
No further discounts are available for booking unless noted on the hotel page at the online booking website.
- I want to check-in but I did not bring my hotel voucher.
Guests are required to present their hotel voucher or a printed copy of their confirmation email upon check-in. If no such document is presented, please prepare a valid I.D. so the hotel can verify the reservation.