(+855) 315 666 666

Street 118, Sangkat Mittapheap, Khan 7 Makara, Phnom Penh, Kingdom of Cambodia

2022-05-28

Refund and Cancellation Policy

Refund and Cancellation Policy

RESERVATION

  • Please place the advance reservations via telephone or book online to ensure your room availability.
  • The reservation is only confirmed upon the online payment is completed. 
  • Please read the cancellation policy before the reservation is confirmed. The rates displayed online are not guaranteed until the confirmation voucher is issued. The rates are generally dynamic in nature. Once the rate is selected and a transaction is executed by you, no any other rate is applicable either higher or lower and no refund is admissible.
  • The estimated cost for staying includes the confirmed room rates, the estimated taxes, and estimated fees.
  • The actually applicable taxes, fees, and cess prevalent, at the time of staying may vary from the estimates and you are liable to pay any extra cost on account of such amendments in taxes, fees, cess, etc.
  • Currency conversions are estimated and are provided as information only. Upon check out, a bill shall be released in the currency where the hotel is located.
  • We reserve the right to modify or cancel the reservation if a guest is engaged in fraudulent, illegal, or other inappropriate activity or the reservation is obtained fraudulently or with mala fide intention or mistake or error at the sole discretion of the hotel. Upon check-in, please present the hotel reservation confirmation voucher along with a valid photo of ID paper or Passport, Identity Card, Photo of driving license, or any photo of ID card issued by the Central/ State government and a valid credit card for any incidental and/ or extra charges.
  • All promotion/sale rates are restrictive fares and are non-refundable. No any change in the hotel booking is affected by the promotion/sale rates. Please check restrictions on the rate while booking. The limited inventory is available upon choosing Room type(s) applied for the first-come, first-out only under all promotion(s)/sale rates.  Luxcity Hotel & Apartment reserves the right to withdraw and/or amend the promotion/sale rates without any prior notice.
  • All extra services & amenities excluded in this offer will be available at an additional charge only.
  • This offer cannot be combined with any other offer/promotion or benefit(s) available through any loyalty program run by Luxcity Hotel & Apartment or any third party.
  • In case of non-availability of a pre-booked room at the time of your arrival, the hotel will offer you an alternative similar standard hotel/ in a similar room type, at its discretion, and without any further liability.
  • The rates may be changed without notice and may be varied in the special events except for the confirmed reservation on the advance payment.

OCCUPANCY

Normal occupancy permits a maximum of two people per room. An additional person (if room size is allowable) is sub-charged as per the prevalent rate of the Hotel.

DEPOSIT/ ONLINE PAYMENT

  • Online payment to be paid in advance is equivalent to total room nights booked for the entire staying length to get the confirmed reservation.
  • The acceptable payment is via Cash, UnionPay Visa, and MasterCard. If any alternate mode of payment is required, please contact the hotel’s reservations.
  • Corporate credit card is acceptable for corporate reservations. If any alternate mode of payment is required, please contact the hotel’s reservations.

CANCELLATION AND EARLY CHECKOUT POLICY

  • In case of early checkout, you are liable to pay for the entire confirmed reservation. If you do no the policy thoroughly, please contact the hotel for more information. Please know that for the reservation of more than one room, all reservations are confirmed as "reserved nights". For example, two (2) rooms reserved for four (4) nights would be (8) reserved nights, thus (8) reserved nights will be valid.
  • If a cancelation is required at least 24 hours prior to the arrival date, one staying night charge will be applied.

The cancellation is applicable as follows:

REFUND POLICY

  • Cancellation of refundable booking, It will take from two(2)-to four(4) weeks to finish the refund process on your credit card statement. Reasons for the specified processing time are based on the billing cycle of your credit card company and the processing time of the bank. The refund depends on such many factors as the hotel's cancellation policy, time of cancellation and processing fees, etc. Please see the cancellation policy mentioned above for more details.
  • If any reservation is not confirmed, you won’t be charged anything on your credit card and the whole amount will be released if it is held immediately. After we do this, it will still take two(2) to four(4) weeks for the bank to process the refund and to show the refunded amount on your credit card.

CHECK-IN - CHECK OUT

  • The normal check-in time is 02:00 PM. For late arrivals, please call for instructions on the procedure for arrival after 06:00 PM.
  • For Luxcity Hotel & Apartment, check-in time is 02:00 PM
  • Check-out is at 12:00 PM.
  • Early check-in and check-out are available by prior arrangement i.e. subject to availability & confirmation.

MODIFICATION

Any modification in the reservation is subject to availability at the time of the request.

CHILDREN AND INFANTS

  • Children (up to 5 years) can stay free of charge with their parents without an extra bed.
  • Children between 5 years to 11 years will be sub-charged.
  • Children above 12 years will be charged as young adults and the prevalent reservation charges will be applicable and levied.

NON-ARRIVAL TO THE HOTEL (NO SHOW)

  • If you fail to arrive at the hotel on the arrival date, cancellation fees will be charged for one staying night.
  • If you fail to check in on the first date but you are still on your travel plan to stay at the hotel, please contact us as soon as possible to keep room for you. Otherwise as mentioned above, cancellation fees will be charged on one staying night.

SHORTENED STAY (EARLY CHECK-OUT)

Shortened stay is be charged on the whole staying time whether you stay the whole staying time or not. If you know the change of your schedule, please contact us as soon as possible to minimize your charge, subject to the hotel’s cancellation policy.

SPECIAL REQUEST

  • Please note that the Hotel neither guarantees nor is liable to accept any request for your schedule change or any other admissible special requests which shall be subject to availability on arrival.
  • If any airport pick-up is required, please inform when the reservation is placed.

CONFIRMATION VOUCHER

  • The reservation once is confirmed, a confirmation number and the confirmation voucher will be issued and it can be printed out for your convenience.
  • It is necessary to present the confirmation voucher to the hotel on arrival. Failure to produce the confirmation voucher may result in your invalid reservation unless the hotel is able to trace & match the excess in the reservation system.

PAYMENT SECURITY

It is important to know that your personal details or credit card information is secured. Your credit card number, name, address, and telephone number are protected by the latest security technology.

Sally Luxcity

Written by Sally Luxcity

Head of Sales - Luxcity Hotel & Apartment.

Sally Luxcity: Head of Sales - Luxcity Hotel & Apartment. She’s been a seller for over 10 years and writes for many luxury hotels on blogging and website strategy.