1. In accepting booking, the resort must secure a 100% full payment to guarantee the booking.

2. Free cancellation with a full refund if canceled up to 30 days before arrival date.

3. Cancellation made 14 days before the scheduled arrival date will be refunded 50% of the amount paid.

4. Cancellations made less than 14 days to the scheduled arrival date will result in a 100% non-refundable deposit. This applies for all reservation agencies connected to the resort.

5. Exceptions to the cancellation policy includes:

- Force Majeure: In the event of unforeseen circumstances beyond your control (e.g., natural disasters (fire, storms, and floods), governmental or societal actions (war, invasion, civil unrest, labor strikes) we will provide a full refund. Official announcement may be requested.

- Death: If the cancellation is due to the death of the primary Booker or an immediate family member, we will offer a full refund. Official announcement may be requested.

- Airline Flight Cancellation: In case your airline announces a flight cancellation on the date of your travel, we will provide a full refund upon receiving proof of the flight cancellation from airline. We understand that flexibility during uncertain times is essential, and we are committed to accommodating your needs while adhering to this policy.

Thank you for your attention to these important policies.

1. Reservation Process

A.    For Direct Bookings/Travel Agencies

I.    Guest Information Collection:

• Reservation staff must collect full contract information from guests, including name, address, phone number, and email address.
• Reservation staff must request all IDs of the guests during the reservation process.

II.    Payment Requirements:

• Once the reservation is confirmed, staff must request a full payment to guarantee the booking.

III.    Manual Credit Card Payments:

• Guests must provide an authorization letter for the credit card deduction, including:
• Name/company name authorized to deduct
• Amount
• Signature of the card owner
• Back-to-back valid ID picture of the cardholder (signatures on ID and card must be match)
• Guests must provide the account name, number, expiration date, and CVC number of the credit card.

IV.    Bank Transfer Payments:

• Reservation Staff must acknowledge receipt and inform the guest that the payment will be forwarded to the finance team for verification.
• A payment verification form must be filled out by the reservation team and submit to the finance on the same day.
• Reservation staff must log in the payment verification tracker for monitoring.
• Follow up finance team for the status after 2-3 days.
• Once verified, staff must email the guest informing the payment and reservation staff must update the tracker.

B.    For Online Travel Agencies

• Booker details must match the credit card details provided by the guest; otherwise, the booking will not be proceed.
• The third party must employ fraud detection tools to verify the details provided.
• Strong security codes must be used.

2. Check-In Process

• Request the reservation name and voucher from the guest.
• Verify through valid ID from the guest.
• Verify the reservation details in the Property Management System (PMS) against the voucher and the ID provided.
• Scan the ID into the PMS for company records.
• Ask guests to fill out and sign the registration form under the booker’s name.

3. Payment Process

A.    Credit Card Payment:

• Front Office (FO) staff must request the actual credit card and a valid ID from the credit card holder.
• FO staff must ensure the credit card details match the ID (name, signature)
• Once the transaction is processed, request the card owner’s signature.

B.    Non-Prepaid bookings:

• Upon guest arrival, request the credit card used for booking.
• Compare the credit card details to the provided ID.
• Once verified, inform the guest before processing the room charges.
• After processing, request the credit card owner’s signature on the merchant’s copy and provide the costumer’s copy to the guest.

4. Check-Out Process:

• After confirming the total billing with the guest, ask the mode of payment.

A.    Credit Card Payment:

• FO staff must request the actual credit card and valid ID from the credit card holder.
• Verify that the credit card details match the valid ID (name, signature).
• Once the transaction is processed, request the card owner’s signature.

B.    Using Another Person’s Credit Card:

• FO staff must request an authorization letter from the credit card owner, including:

    - Signature

    - Specific person temporarily using the card

    - Amount to be deducted

•  Verify  that the signature on the card matches the signature on the authorized letter.
• Once verified, process the amount on the card and request the authorized person’s signature on the merchant’s copy.
• Attach the authorization letter to the transaction as proof.

1. Fake ID and Credit Card Mismatch:

- A fraudster makes a reservation using stolen credit card and provide a fake ID during check-in. Despite the staff’s attempt to verify the details, the fraudster might have manipulated the ID to match the stolen credit card information.

2. Altered Authorization Letter:

- During the payment process, a fraudster uses another person’s credit card and presents an authorization letter with an altered signature and a significantly highly amount than the original authorization. The fraudster manipulates the signature to closely resemble the card’s owners, making it difficult for the front office staff to detect the forgery. As a result, they process a fraudulent transaction, charging an unauthorized amount.

3. Interception of Bank Transfer Verification:

- After a bank transfer is made, a fraudulent intercepts the email correspondence between the reservation staff and the guest. The fraudster sends a fake email, indicating that the bank transfer verification has been completed and is valid. The staff, believing the email to be genuine, confirms the payment without proper verification, allowing the fraudster to proceed with the fraudulent booking.