Cancellation Policy

1. General Principle

All confirmed bookings made through the application are binding after payment has been successfully verified through the appointed payment gateway.

Sutasoma Hotel does not provide any monetary refund, cash refund, payment reversal, reimbursement, or return of payment for confirmed bookings, except where expressly required under applicable law.

The available option for eligible bookings is limited to a change of stay date, subject to the conditions, time limits, business hours, room availability, price adjustment, and operational rules set out in this Policy.

For clarity, the application shall not provide a "Refund" option to guests. The available guest-facing option shall be "Change Date" or any equivalent wording approved by Sutasoma Hotel.

2. Same-Day Booking and Same-Day Check-In

If a guest makes a booking for a stay date that falls on the same calendar day as the booking date, the guest is not permitted to change the stay date.

In such case, the guest's available options are limited to: (a) proceed with the stay on the confirmed check-in date; or (b) fail to check in, in which case the booking shall be treated as a no-show and the full amount paid shall be forfeited.

Same-day bookings are final and cannot be rescheduled through the application.

3. Eligible Future Bookings

For bookings with a future check-in date, the guest may request a change of stay date only if all of the following conditions are satisfied: (a) the booking has been successfully paid and confirmed; (b) the request is made before the applicable cut-off time; (c) the request is made during Sutasoma Hotel's designated business hours for date-change processing; (d) the booking has not been cancelled, completed, expired, or treated as a no-show; (e) the requested new stay date is available; and (f) any applicable price difference has been fully paid and verified, where required.

A change of stay date is not an automatic right and remains subject to system validation, room availability, applicable rates, operational conditions, and Sutasoma Hotel's booking rules.

4. Cut-Off Time for Change of Stay Date

A request to change the stay date must be submitted no later than 12:00 noon Western Indonesia Time, one business day before the scheduled check-in date.

If the cut-off date falls on a Saturday, Sunday, public holiday, collective leave day, or any other non-business day determined by Sutasoma Hotel, the cut-off shall be moved forward to the last preceding business day at 12:00 noon Western Indonesia Time.

For example, if the scheduled check-in date falls on a Monday, the latest time to submit a change of stay date request shall be Friday at 12:00 noon Western Indonesia Time, provided that Friday is a business day.

Requests submitted after the applicable cut-off time shall be automatically blocked by the application and shall not be processed.

5. Business Hours

Date-change requests may only be submitted and processed during Sutasoma Hotel's designated business hours. Unless otherwise configured by the administrator, the default business hours are: Business Days: Monday to Friday; Business Hours: 09:00 to 17:00 Western Indonesia Time; Cut-Off Time: 12:00 noon Western Indonesia Time; Public Holidays: based on the public holiday list maintained and updated by the administrator; Time Zone: Western Indonesia Time.

If a guest attempts to change the stay date outside business hours, the date-change function may be blocked by the application, and the guest may receive a notification stating that date changes can only be made during business hours.

6. Public Holidays and Non-Business Days

Sutasoma Hotel may maintain a list of public holidays, collective leave days, or other non-business days in the administrator system.

If the applicable deadline for a date-change request falls on a non-business day, the deadline shall automatically be adjusted to the last business day before such non-business day at 12:00 noon Western Indonesia Time.

Guests are responsible for submitting date-change requests within the applicable time limit. Sutasoma Hotel shall not be responsible for any failure by the guest to submit the request before the applicable deadline.

7. Price Difference for New Stay Date

If the new stay date selected by the guest has a higher total price than the original booking, the guest must pay the price difference through the appointed payment gateway before the change of stay date can be confirmed.

The updated booking voucher or eVoucher shall only be issued after the additional payment has been successfully verified.

If the new stay date has the same price or a lower price than the original booking, the guest shall not be required to make any additional payment. However, no monetary refund, reimbursement, credit balance, compensation, or return of the price difference shall be provided to the guest.

Any selection of a lower-priced stay date is made at the guest's own responsibility and shall not create any entitlement to receive the price difference.

8. Payment Processing

Any additional payment required for a change of stay date shall be processed through Sutasoma Hotel's appointed payment gateway, including DOKU or any other licensed payment service provider appointed by Sutasoma Hotel.

Sutasoma Hotel is not a payment system operator. Payment transactions are processed by the relevant payment gateway in accordance with its own system, security standards, transaction rules, and applicable regulatory requirements.

A change of stay date involving additional payment shall not be considered successful until the payment gateway confirms that the additional payment has been completed.

9. Confirmation of Successful Change

Once a change of stay date is successfully completed, the application shall: (a) update the booking record to reflect the new stay date; (b) issue a new booking voucher or eVoucher based on the updated stay date; and (c) send a notification email confirming the change of stay date to the guest's registered or booking email address.

The previously issued voucher shall no longer apply after a new voucher or eVoucher has been issued.

10. No-Show

If the guest does not arrive on the scheduled check-in date and has not completed a valid change of stay date before the applicable deadline, the booking shall be treated as a no-show.

In a no-show situation, the booking shall be charged in full and the entire amount paid shall be forfeited. The guest shall not be entitled to any monetary refund, date change, reimbursement, compensation, or other claim.

11. Cancellation

If a guest chooses not to proceed with the stay and does not validly change the stay date within the applicable period, the booking may be treated as cancelled, expired, or no-show, depending on the booking status and timing.

Cancellation of a confirmed booking does not entitle the guest to any monetary refund, reimbursement, or return of payment. The guest's only available remedy, where eligible, is to request a change of stay date in accordance with this Policy.

12. Room Availability

All date-change requests are subject to room availability on the requested new stay date.

Sutasoma Hotel does not guarantee that the same room type, rate, package, promotion, benefit, or special request will be available on the new stay date.

If the requested room type is unavailable, the guest may be required to select another available room type, subject to applicable price adjustment and booking conditions.

13. Special Requests and Promotional Rates

Special requests, promotional rates, limited offers, packages, benefits, inclusions, or other booking privileges attached to the original booking may not automatically apply to the new stay date.

Sutasoma Hotel reserves the right to determine whether such benefits may be carried over, adjusted, replaced, or excluded based on the applicable rate plan and operational policy.

14. System Blocking and Notifications

The application may automatically block the "Change Date" function if: (a) the booking is for same-day check-in; (b) the booking has passed the applicable cut-off time; (c) the request is made outside business hours; (d) the applicable deadline falls on a non-business day and has already been moved to the preceding business day; (e) the booking has been cancelled, completed, expired, or marked as no-show; (f) the requested new stay date is unavailable; or (g) the required additional payment has not been completed.

Where applicable, the application may display a notification or pop-up message explaining that the date-change request cannot be processed.

15. Administrator Settings

The application may allow authorized administrators to configure operational rules, including but not limited to: (a) business days; (b) business hours; (c) cut-off time; (d) public holiday list; (e) non-business days; (f) room availability; (g) applicable rates; and (h) any other operational parameters required for date-change processing.

Unless otherwise configured, the default settings shall be Monday to Friday as business days, 09:00 to 17:00 Western Indonesia Time as business hours, 12:00 noon as the cut-off time, and public holidays based on the list maintained by the administrator.

16. Finality of Policy

This Policy forms an integral part of the Terms of Service applicable to the Sutasoma Hotel booking application.

By completing a booking, the guest confirms that they have read, understood, and agreed to this Policy, including the rules regarding no monetary refund, no same-day date change, business-hour restrictions, cut-off time, price difference, and no-show consequences.

Sutasoma Hotel reserves the right to update this Policy from time to time in accordance with its operational requirements and applicable laws and regulations.