Nana Hotels & Resorts – Cancellation & Refund Policy
At Nana Hotels & Resorts, we understand that travel plans can change. Our cancellation policy is designed to be fair to both our guests and our properties, while allowing us to continue providing exceptional service.
1. Standard Bookings
- Free Cancellation Window: Cancellations made up to 7 days prior to check-in are free of charge.
- Late Cancellations: Cancellations made within 7 days of check-in will incur a cancellation fee equal to 50% of the total booking amount.
- No Show: Guests who do not arrive without prior notice will be charged 100% of the total booking amount.
2. Peak Season & Special Events
(For example: Christmas/New Year, major festivals, long weekends, public holidays)
- Free Cancellation Window: Cancellations made up to 14 days prior to check-in are free of charge.
- Late Cancellations: Cancellations made within 14 days of check-in will incur a cancellation fee equal to 100% of the total booking amount.
No Show: Charged at 100% of the booking amount.
3. Group Bookings (5 rooms or more)
- Free Cancellation Window: Up to 30 days prior to check-in.
- Late Cancellations: Cancellations made within 30 days of check-in will incur a cancellation fee equal to 100% of the total booking amount.
- A non-refundable deposit of 25% may be required at the time of booking.
4. Promotions, Packages & Non-Refundable Rates
- Bookings made under special promotional rates or non-refundable offers are not eligible for refunds.
- Date changes may be allowed at the hotel’s discretion and subject to availability.
5. Early Departures
- Guests who check out before their scheduled departure date will be charged for the full length of the original booking.
6. Force Majeure & Exceptional Circumstances
- In the event of unforeseen situations beyond the guest’s control (e.g., natural disasters, government travel restrictions, serious illness), cancellation charges may be waived at the hotel’s discretion. Documentation may be required.
7. How to Cancel
- Cancellations must be made via the original booking channel (hotel direct, website, or OTA).
- Written confirmation will be provided for all cancellations.
Note: This policy applies to all properties under the Nana Hotels & Resorts brand, unless otherwise stated in a booking confirmation. The hotel reserves the right to modify these terms based on special events, packages, or agreements.
