Good to Know
Cancellation and Refund Policy
How cancellations and refunds work for your stay.
Free cancellation up to 7 days before check-in. A 50 percent refund applies 3 to 7 days before, and bookings are non-refundable within 72 hours.
This Cancellation and Refund Policy governs cancellation, booking modification, refunds, no-shows, and payment handling for bookings made through the Sutasoma Hotel App. This policy forms an integral part of the Terms of Service.
1. General Principles
We understand that travel plans may change. Cancellations and refunds are therefore provided based on the cancellation window, rate type, payment status, promotional terms, and special terms applicable at the time of booking. If special terms shown at checkout differ from this general policy, those special terms apply provided they do not conflict with applicable law.
2. How to Cancel a Booking
The User may open My Bookings and choose the Cancel Booking feature where such feature is available for the relevant booking.
A booking may be cancelled through the App only while the booking is upcoming, has not already been cancelled, has not entered the stay period, and satisfies the cancellation requirements.
If the cancellation feature is not available, the User may contact Sutasoma Hotel by reservation email for manual review.
The hotel may request additional information to verify identity, reservation number, payment method, and refund eligibility.
3. Cancellation Windows and Fees
Cancellation without charge may be made up to 7 days before the check-in date. The User will be entitled to a full refund of the amount paid, provided that the transaction qualifies for refund.
Cancellations made between 3 and 7 days before check-in will be entitled to a refund of 50 percent of the total amount paid.
Cancellations made within 72 hours before the check-in date are non-refundable and no refund will be issued.
The number of days, percentage, and hours for cancellation may be configured by Admin according to the hotel's commercial policy, provided that such terms are clearly disclosed to the User before the booking is completed.
4. Booking Modification
The User may request a booking modification, including changes to dates, number of guests, or room type, where the feature is available, rooms are available, and the modification satisfies the applicable rate terms. If the modification results in a price difference, additional payment or refund of the difference will be processed through the available mechanism and/or payment gateway.
5. Refund Method and Timing
Approved refunds will be returned to the original payment method or another method reasonably determined by the hotel and/or payment gateway.
The estimated refund period is 7 to 14 business days after the refund is approved, depending on the relevant bank, card issuer, payment gateway, and/or payment method provider.
Administrative fees, bank fees, card fees, payment gateway fees, foreign exchange differences, or other third-party fees may affect the refund amount where determined by payment service providers and permitted by law.
The hotel will process eligible refunds reasonably and transparently, while observing applicable consumer protection requirements.
6. No-Show and Late Cancellation
If the guest does not arrive on the check-in date and has not cancelled in accordance with the applicable terms, the booking will be treated as a no-show and charged in full without refund, unless otherwise determined in writing by the hotel or required by applicable law.
7. Cancellation by the Hotel
Sutasoma Hotel may cancel a booking in the event of force majeure, obvious pricing error, indication of unauthorized transaction, payment verification failure, legal violation, security issue, or lawful operational reason. Where cancellation is made by the hotel and not due to the User's fault, the hotel will offer a reasonable solution, which may include a refund, date modification, or other alternative subject to availability and applicable law.
8. Refund Contact
For cancellation, modification, or refund assistance, Users may contact Sutasoma Hotel by email at: reservation@thetribrata.com.
