Booking and Cancellation Policy
Written by Artyom Meltonyan
Updated at September 2nd, 2025
PURPOSE
The purpose of Booking and Cancellation Policies at Deluxe Holiday Homes is multifaceted and aimed at ensuring smooth operations, managing revenue, and enhancing customer satisfaction.
SCOPE
The scope of this policy is to outline the key components and considerations to ensure clarity and consistency in guest interactions and reservations management which may include deadlines for cancellations, penalties, and refund procedures.
ROLES AND RESPONSIBILITIES
| Responsible | Description |
| Reservation Team | Reservation staff are responsible for communicating the cancellation policy clearly to guests. |
| Guest Support Team | Responsible for initially receiving and logging guest complaints and requests into the system. |
POLICY
Booking Policy:
-
Reservation Confirmation: Reservations and services are deemed confirmed and guaranteed only upon:
(a) receipt of all outstanding payments including rent, security deposit and all fees and taxes in full; and
(b) receipt of confirmation email sent by the Operator to the Guest with Booking/Reservation number and reservation details mentioned. - Minimum Stay: A minimum stay requirement is set for the properties for all bookings, except during peak seasons or special events, where a longer minimum stay may be required.
- Check-In/Check-Out: Check-in time is 2:00 PM (for Apartments) and 3:00 PM (for Villas/Townhouse), and check-out time is 11:00 AM (for Apartments) and 3:00 PM (for Villas/ Townhouse) local time. Early check-in and late check-out may be available upon request, subject to availability and additional charges.
Cancellation Policy:
- Cancellation Deadline:
| Days Up to Check-In | Booking Cancelation Grace Period | Cancelation Processing Fee | Amendment of Booking Dates |
| 3 days and more from booking date | Within 12 hours | 3% of Booking Value | Free of charge only rate difference shall be settled. |
| 1 - 2 days | Within 2 hours | 3% of Booking Value | Free of charge only rate difference shall be settled. |
| Same Day Check in | Within 1 hour | 1 Night Rent Deduction | Amendment of Check-in dates is not permitted. |
- No-Show Policy: Failure to arrive at the property without prior cancellation will result in a charge equivalent to the total cost of the stay.
- Modification Policy: Modifications to the reservation, including changes to dates or room types, are subject to availability and may incur additional charges.
- Refund Policy: Refunds for cancellations made within the cancellation deadline will be processed to the original method of payment within 7-10 business days.
- Special Events and Peak Seasons: During peak seasons or special events, different cancellation policies may apply. Guests will be notified of any special policies at the time of booking.
Points to Remember
- All reservations are non-transferrable to any other party and non-amendable.
- Security Deposit payment is fully refundable, subject to terms and conditions.
- If the reservation is cancelled by the Operator for no valid reason, then the entire amount will be refunded to the Guest with no other liabilities.
- Neither the Operator nor the Guest will be liable for any change or cancellation of any reservation that is caused, in whole or in part, by events, occurrences, or causes beyond the control of either Party. Such events, occurrences, or causes include, without limitation, acts of God, terrorist activities, weather, strikes, lockouts, riots, acts of war, earthquake, volcanic activity, ash clouds, tsunamis, fire and explosions “Force Majeure”).
Policy Review:
This policy is subject to periodic review and revision to ensure it remains current and effective in managing damages and protecting the integrity of Deluxe Holiday Homes properties.