Introduction
At Gralivol Hotels & Resorts, we understand that plans can change. Our cancellation policy is designed to be fair and transparent, providing flexibility while also protecting our business operations. This document outlines our policies regarding reservation cancellations, modifications, and refunds.
Please note that specific rates, packages, or promotions may have unique cancellation terms that differ from our standard policy. These specific terms will be clearly communicated during the booking process and in your reservation confirmation.
Standard Cancellation Policy
Our standard cancellation policy applies to most flexible rate reservations:
Individual Reservations
- Cancellation 48+ hours before check-in: Full refund with no cancellation fee.
- Cancellation 24-48 hours before check-in: Refund minus one night's accommodation fee.
- Cancellation less than 24 hours before check-in: No refund is provided.
- No-show: Full reservation amount will be charged.
Group Reservations (5+ rooms)
Group reservations have different cancellation policies:
- Cancellation 30+ days before check-in: Full refund minus a 10% administrative fee.
- Cancellation 14-30 days before check-in: 50% refund of the total reservation amount.
- Cancellation less than 14 days before check-in: No refund is provided.
Special Rate Policies
Non-Refundable Rates
Some of our room rates are offered at a discount in exchange for non-refundable terms:
- Full payment is required at the time of booking.
- No refunds are provided for cancellations or modifications regardless of the notice period.
- These reservations cannot be changed, transferred, or refunded.
Advance Purchase Rates
Our advance purchase rates offer savings in exchange for stricter cancellation terms:
- Full payment is required at the time of booking.
- Cancellations made 7+ days before check-in receive a 50% refund.
- No refund is provided for cancellations made less than 7 days before check-in.
Package Deals & Special Promotions
Packages and promotions may have unique cancellation terms:
- Specific cancellation policies for packages and promotions will be clearly stated during the booking process.
- These special terms supersede our standard cancellation policy.
- Please review the terms carefully before completing your reservation.
Reservation Modifications
Modifications to existing reservations are subject to the following conditions:
Date Changes
- Date changes made 48+ hours before the original check-in date are allowed, subject to availability.
- If the new dates have higher rates, you will need to pay the difference.
- If the new dates have lower rates, refunds for the difference may be provided based on the original booking rate type.
- Modifications to non-refundable or advance purchase rates may not be permitted.
Room Type Changes
- Room type changes are subject to availability and may result in rate adjustments.
- Upgrades may incur additional charges based on the current rates.
- Downgrades may result in partial refunds, depending on the original booking rate type.
Length of Stay Changes
- Extensions are subject to availability and may be at different rates.
- Shortening stays is subject to the cancellation policy for the removed nights.
How to Cancel or Modify Your Reservation
You can cancel or modify your reservation through the following methods:
- Online: Log in to your account on our website and access your reservation details.
- Email: Send your cancellation or modification request to [email protected], including your reservation number and details.
- Phone: Call our reservations team at +1 (123) 456-7890, available 24/7.
- Direct Contact: Contact the specific hotel directly if your stay is imminent.
Please ensure you receive a cancellation confirmation with a cancellation number for your records.
Force Majeure Circumstances
In the event of force majeure circumstances (such as natural disasters, pandemics, government travel restrictions, etc.), Gralivol may offer more flexible cancellation terms:
- Case-by-case evaluations will be made during exceptional circumstances.
- Documentation may be required to validate force majeure claims.
- Options may include full refunds, credit for future stays, or booking date modifications without penalties.
Any special policies relating to specific events or circumstances will be published on our website and communicated to affected guests.
Refund Processing
When refunds are approved according to our policies:
- Refunds will be processed to the original payment method used for the booking.
- Processing time is typically 7-14 business days, though your financial institution may require additional time to reflect the refund in your account.
- For payments made via third-party booking platforms, refunds will be processed according to their policies and timeframes.