REFUND/CANCELLATION GUIDELINES AND PROCEDURES

OBJECTIVE

This policy covers all refund application to the various sales channels of Marand Resort and Spa which aims to provide guidance in relation to policies and procedures associated with customer requests for refunding advance payments/ payments made for certain services, amenities or items made to Marand Resort and Spa. Ensuring a consistent and equitable approach to the management of customers request for refund as well as assist team members to resolve issues associated with the refunding payments.

CONDITIONS

A refund will only be granted for instances such as:

1. where Terms and Conditions applies from a certain contract/agreement
2. miscalculated tenders/charges resulting to incorrect amount
3. been wrongly described or incorrect information was provided
4. other provisions stipulated by this policy

Refunds will not be honored when guest/s simply made a wrong decision or changed their minds.
All refund requests MUST be supported by the OFFICIAL RECEIPT (Original Copy) as proof of payment made. Before issuance of the revised Official Receipt (as Correct Tape) and the refunded amount, notify your supervisor to validate and ensure that the refunded Official Receipt is already surrendered and for cancellation.

GYM AND SPA PROVISIONS

Refund for paid services is not allowed but may opt to avail other services (except Diner’s product) within the same day.

SOUVENIR PROVISIONS

Refund for purchased items is Non-Refundable but may consume the purchase amount with other souvenir shop novelty on the same date.

WATERPARK PROVISIONS

Payment for entrance fee is Non-Refundable. Refund for paid cottage rentals is not allowed but may opt to avail other products & services within the same date. Refund requests for advance payments/reservations (50%) of cottage & hunts shall be governed as follows:

1. Refund/Cancellation at least 7 days before the reserved date shall be charged 30% of the reservation fee
2. Refund/Cancellation at least 3 days before the reserved date shall be charged 50% of the reservation fee
3. Refund/Cancellation at least 1 day before the reserved date shall be charged full amount of the reservation fee
4. Any wave cancellation charge should be approve by the manager.

HOTEL PROVISIONS

Refund for hotel services shall be governed by our Cancellation Policy (Long Stay)

1. Any cancellation received within 3 days prior to arrival date will incur the full period charge.
2. Any cancellation received within 7days prior to arrival date will incur the first night charge.

ALONZO’s BAR AND RESTAURANT PROVISIONS

Refund for purchased products is Non-Refundable but may opt in exchange for other Alonzo’s Bar and Restaurant products (of their choice) within the same date of purchase.

HOTEL GUIDELINES

Here are the lists of our hotel rules for your guidance, Welcome and Enjoy!

1. Standard check-in time is 2PM; check-out time is 12NN.
2. For every extended hours you render, you will be charge 250.00.
3. Upon Checkout return your keys and key cards at the Front Office.
4. Put your important things at room vault (much money, passport, camera, wallet etc). Available for Deluxe Rooms.
5. Breakfast starts at 7 in the morning until 10.
6. Check-in guests can use the gym and swimming pool for free.
7. Upon check-out your room will be checked, any loss or damage in the room will be charge to the guests, so make sure to take care of the hotel belongings.
8. Restaurant opens at 7AM and closes at 10PM
9. You will be given wristband for swimming (if lost or damage report to the Front Desk to give you new one).
10. Pool opens at 9AM and closes at 8PM
11. Make sure to take care of your belongings.
12. No cotton and jeans when swimming