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Cancellation Policy

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Cancellation Policy

Upon clicking "I accept" during your website booking, you confirm acceptance of these terms. Before committing, we strongly recommend a thorough review of these terms.

Our Contract - Pearls Hotels & Resorts Booking Agreement

For consumers, Pearls Hotels & Resorts (referred to as "we" or "us") sells rooms and extras subject to these terms. A contract is established when we issue a booking reference number, and we retain the authority to cancel any booking.

Your Booking - Guidelines for Booking with Pearls Hotels & Resorts

Prohibitions exist against the transfer or resale of bookings. Individuals aged 18 or above may initiate bookings. Accuracy of names at the time of booking is crucial, as changes are restricted, except for Group Bookings. Additional services are subject to availability and are non-transferable.

You must ensure that the name on a booking is correct at the time of booking, and changes cannot be made after booking, except as specified in section 7, which refers to Group Bookings. Any additional services or extras offered during your booking are subject to availability and cannot be transferred to another booking. In case any prepaid extra is unavailable upon arrival, we will provide a refund for the price paid for that extra.

Rates and Payment - Booking Rates and Payment Options

Room rates align with those published on our website or advised during telephone bookings. Full payment is obligatory at the time of booking, unless alternative instructions are provided by Pearls Hotels & Resorts. For cash bookings, photo ID or credit/debit card presentation is mandatory.

Check-in and Check-out - Smooth Check-in and Check-out Procedures

Foreign guests must furnish passport identification, a legal requirement. Domestic guests are required to present photo ID with proof of address, preferably a driver's license. Check-in is available from 2 pm, and early check-in is contingent upon availability.

Rooms - Comfortable Rooms at Pearls Hotels & Resorts

Maximum occupancy details are clearly outlined on our website during the booking process. Adherence to these guidelines is mandatory, and additional rooms must be procured if occupancy exceeds the stipulated limit. For safety reasons, visitors are prohibited from entering guest rooms. Additionally, one child under 8 years old is permissible per room. Smoking is strictly forbidden, and interference with the fire detection system is grounds for booking termination without refund.

Booking Cancellation - Cancellation Policies at Pearls Hotels & Resorts

Free cancellations are permissible up to 24 hours before check-in, commencing at 2:00 PM local time on the date of stay. Cancellations within 24 hours of check-in result in a full booking amount. Non-room add-on purchases are fully refunded in the event of cancellation.

Booking Modification - Modify Your Reservation with Pearls Hotels & Resorts

Modifications are free of charge up to 24 hours before check-in, excluding room upgrades, which are treated as new bookings and subject to the cancellation policy. Room upgrades may be requested and are subject to a rate difference.

GST - GST Billing Information for Pearls Hotels & Resorts

If a GST invoice is required, confirmation of the GST number for billing is necessary at check-in. Once provided, the GST number cannot be altered post-check-in, and Pearls Hotels & Resorts is absolved of liability for losses incurred due to incorrect GST details.

Group Bookings - Group Reservations & Cancellation Policy at Pearls Hotels & Resorts

Bookings for five or more rooms for the same night or 15 or more nights qualify as Group Bookings. Cancellations, reductions in nights, or rooms within 30 days of the arrival date are non-refundable. Additional nights may be added to Group Bookings, subject to availability and payment.

Questions and Complaints - Contact Pearls Hotels & Resorts

For inquiries or complaints related to bookings or terms, visit our website or use our contact details via email at info@pearlshotelsandresorts.com or phone [contact number]. We commit to responding within 24 hours.

Pearls Hotels & Resorts Guarantee - Our Commitment to Your Satisfaction

In a realm where promises often fall short, the Pearls Hotels & Resorts Guarantee is our pledge to customer satisfaction.

We provide this guarantee as a demonstration of our commitment to serving our customers' needs every day to the best of our abilities. Our promise is simple: If you don't sleep well and wake up refreshed, we'll give you your money back.

Definition - What the Pearls Hotels & Resorts Guarantee Covers

Ensuring a good night's sleep and a refreshing morning shower, compliance factors for guarantee redemption include bed and shower cleanliness and comfort.

Bed cleanliness: Sheets should be clean and fresh, with no visible dirt.

Bed comfort: Sheets should be crisp and comfortable.

Shower cleanliness: The shower area should be visibly clean, with no evidence of the previous guest.

Shower quality: The shower should provide adequate pressure and consistent hot water.

We hope you won't need to use our guarantee, but in case something goes wrong, we'll be there to make it right and continue serving your best interests.

Process - How to Redeem the Pearls Hotels & Resorts Guarantee

To make the guarantee redeemable, please follow these terms and conditions:

The guest must alert the hotel manager to the issue immediately upon discovery.

Compliance factors 1, 2, and 3 must be reported within 30 minutes of check-in.

Compliance factor 4 can be reported at any time during the stay, but it must be reported immediately upon discovery.

In case of compliance factors 1, 2, and 3, a meeting will be held immediately with the housekeeping manager to visit the room and inspect the mentioned issue.

For compliance factor 4, the on-site engineer will be called immediately to assess the issue in the room.

Photos will be taken as evidence of the incident and documented in a full report to be sent to Pearls Hotels & Resorts headquarters.

It is at the Hotel Manager's discretion only whether the guarantee is redeemable.

Guests choosing to redeem the guarantee will be offered another room of the same room type. This room will be charged at the same rate as the guest initially paid for their room, across the same duration as the initial booking. If the new room is not to the guest's satisfaction, they are free to vacate the property, and Pearls Hotels & Resorts will assist in finding an alternative.