Policies, Terms and Conditions

Service
The booking service provided by Khaolak Sunset Resort starts once you have submitted your booking request. Cancellations for bookings under process will be subject to standard cancellation charges.

Contacting Us
All communications relating to an existing booking must be conducted through our 'Contact Us' form in our contact us area. Communications sent outside this contact process will not be received.

• Due to the massive amounts of SPAM we receive on a daily basis, incoming e-mails sent as direct replies to received mail will not be received and therefore inadmissible for amendment or cancellation notification.

Receiving Our E-mail Communications
It is your responsibility to ensure you can receive our e-mail communications sent to the e-mail address provided at the time of initiating a booking request. Refunds will not be provided for booking issues arising due to un-received communications as a result of personal e-mail account mismanagement.

• This includes but not limited to ensuring e-mail address accuracy, correct spam filters settings that do not block our communications and full to capacity in-box

Booking Amendments
An amendment constitutes changes of check-in date, extending duration of stay, room type, meals, number of guests relating to an existing reservation reference number. Please try to give us as much notice as possible to allow for sufficient time to contact the hotel(s) concerned and a new voucher to be sent to you.

• There is no charge if you extend an existing booking.
• Any amendment advised to us within 14 days of your arrival date at the hotel, may be treated as a late amendment. Late amendments may be subject to a fee based on the Hotel's amendment policy.
• Reductions to the number of nights booked are treated as a cancellation and will be charged accordingly. See cancellation section below.
• All amendments MUST be conducted in writing using the 'Contact Us' booking amendment form, available through all our websites. In order for us to ensure accuracy, we will not accept amendments over the phone, without written confirmation.
• Your amendment request must be confirmed back to you by one of our Customer Service Advisors. If you have not received a confirmation of your amendment within 48 hours after submission, it means we have not received it and you must re-submit it.

Late Bookings
Booking requests received within 48 hours of check-in.

• Provisions must be made by you to allow access to your e-mail account prior to check in at the hotel/resort in order to receive the hotel voucher, which may be issued at any time up to 14:00 (hotel's local time) of the check-in date.
• Cancellations for bookings under process will be subject to standard cancellation charges.

Cancellations
A cancellation constitutes a partial or complete termination of the booking agreement prior to check-in and relates to an existing reservation reference number.

• All Cancellations MUST be conducted in writing using the 'Contact Us' booking amendment form, available through all our websites.
• Changes notified directly to the hotel only, will not be accepted by Khaolak Sunset Resort. Also please note that your contract is with Khaolak Sunset Resort and that our charges apply irrespective of what you may be told by any hotel staff when changing a reservation.
• Your cancellation must be confirmed back to you by one of our Customer Service Advisors. If you have not received a confirmation of your cancellation within 48 hours after submission, it means we have not received it and you must resubmit it.

Cancellation Timing Cancellation Charges

Period (15 Apr 2014 - 31 Oct 2014) & (15 Apr 2015 - 31 Oct 2015)

• Cancellation made more than 7 days prior to arrival, 10% of deposit will be charge for cancellation fee.
• Cancellation made less than 71 days prior to arrival, 100% of deposit will be charge for cancellation fee.
• No-Show will be charged 100%. (No refund)

• Cancellation made more than 14 days prior to arrival, 10% of deposit will be charge for cancellation fee.
• Cancellation made less than 14 days prior to arrival, 100% of deposit will be charge for cancellation fee.
• No-Show will be charged 100%. (No refund)

• Cancellation made more than 21 days prior to arrival, 10% of deposit will be charge for cancellation fee.
• Cancellation made less than 21 days prior to arrival, 100% of deposit will be charge for cancellation fee..
• No-Show will be charged 100%. (No refund)

No Show / Late Arrival
No show is a failure to check-in on the date specified on your Hotel Voucher and relates to your booking reference number.

• Not checking into the hotel on the scheduled day, not checking into the hotel at all will receive no re-fund for any unused nights of your booking. We recommend taking appropriate travel insurance to cover for any eventuality.
• In the event that you will not be able to check-in on the original date organized, notification MUST be provided in writing using the 'Contact Us' booking amendment form. In order for us to ensure accuracy, we will not accept amendments over the phone, without written confirmation.
• Notification is required so we can inform the hotel of your pending arrival. Without this notification, the hotel may class your booking as a 'No-Show' (offering no refund) and re-allocate your room to other guests.

Early Check-Out
Early check-out constitutes a partial cancellation of the booking agreement and relates to your booking reference number.

• Early check-outs MUST be conducted in writing using the 'Contact Us' booking amendment form, available through all our websites. In order for us to ensure accuracy, we will not accept amendments over the phone, without written confirmation.
• Reductions to the number of nights booked are treated as a cancellation and will be charged accordingly. See cancellation section above. Failure to present Hotel Voucher

• Failure to present the hotel voucher at check-in will result in the hotel not knowing the details of your booking arrangements made via our service. Using any other documentation (such as an availability request) will not be accepted by the hotel and may be treated as a fraudulent act by the hotel. In addition, our discounted quotation will not apply when booking directly with the hotel and previous availability may no longer exist.

Charges
A charge is collection of the previously agreed amount from a credit card.

• Your credit card will be charged the agreed amount upon the hotel/resort acceptance of booking to us. Your bank will apply the appropriate currency calculation based on the current exchange rate at the time the charge is collected.
• By submitting your credit card details you authorize us to begin processing your booking and authorize the collection of payment in order to secure your reservation.

Refunds
A refund constitutes the sum credited back to the originating credit card and is subject to bank charges such as transfer fees without exception.

• We make every effort on your behalf to facilitate approved refunds quickly and effectively. As we must guarantee payment in full to the hotel prior to sending your confirmation and Hotel Voucher to you, we are only able to provide a refund once the hotel submits the refund / no charge documentation to our accounts department, which can take up to one month. However, we do make every effort to minimize this time for you.
• Once we have processed your refund from our side, the bank's credit your Credit Card. Some bank's systems can take a few weeks for the refund to show on your credit card statement. Please allow sufficient time for this process to happen.

Miscellaneous

• In order to make a purchase you must be over 18 years old, be purchasing for yourself and have the legal capacity to make the transaction. You must make sure that all the information you provide to us is true and accurate. You must not use the website for speculative, false or fraudulent bookings.
• Failure to supply the correct credit or debit card information and/or cardholder details may result in delays to the issue of your Hotel Voucher and may result in an increase rate from the original quotation. It may also affect any successful refund claim. Please ensure that the details you give match those on your credit card billing statement. We also reserve the right to cancel vouchers after issue if payment is declined or incorrect cardholder details and billing information have been supplied.

Hotel Assistance

• We will assist wherever possible with accommodation grievances. However as we use global distribution systems to supply the best possible rates and are not affiliated with any hotels, any complaints should first be directed to the hotel management, who are responsible for maintaining overall standards of the hotel in keeping with the information they provided to their agents.
• Notification of improvements or construction notices is posted on the relevant hotel information pages immediately upon receipt. Therefore, reparation for such situations must be sought directly from the hotel as Khaolak Sunset Resort is not responsible for events beyond our knowledge or control.

Unforeseen Delays / Events

• Delays due to concerns such as late or cancelled transportation (flights, bus, train, boat etc), bad weather, bad road conditions, swollen rivers, illnesses (yours or family members), government interference, bad planning or agent issues are not the responsibility of Khaolak Sunset Resort.

Medical Considerations

• Khaolak Orchid Beach Resort are unable to provide professional guidance on medical concerns. Please consult your physician in advance about possible immunizations and any medical questions. Khaolak Sunset Resort is not responsible for existing medical problems, medication, or emergency evacuation costs.

Travel Insurance

• We strongly recommend that all travel plans be adequately insured. This is in case you have to change your booking plans due to unforeseen circumstances. Although Khaolak Sunset Resort and its subsidiaries will make every effort to provide refunds wherever possible*, in the event that we are unable to claim monies back from third parties used in securing your booking, your insurance will be able to make the appropriate compensation. In order to assist in this process Khaolak Sunset Resort and its subsidiaries are able to provide booking and cancellation notifications directly to your insurance company upon request.
• Force Majeure: includes war, threat of war, riot, civil disobedience or strife, industrial dispute, terrorist activity, natural or industrial disaster, fire, adverse weather conditions, or any unforeseeable or unavoidable event beyond the Company's control will not be liable for any refund.

Liability Limitations

• Khaolak Sunset Resort it's company directors, and its associated agents and contractors assume no responsibility for any personal injury, damage or loss of property resulting from acts of nature, delays, theft, government restrictions, or any other annoyance encountered but that we have no control over, either before or during any stage of a hotel visit.
• Khaolak Sunset Resort it's company directors, and its subsidiary companies and agents reserve the right to void any bookings or reservations of persons if they intentionally falsify booking information or vouchers. No refund will be issued under such circumstances and individuals / groups may be liable to further action.

Hotel Information
Khaolak Sunset Resort makes its best efforts to ensure that all the information that appears on its website is accurate. However, Khaolak Sunset Resort does not accept liability for any errors and/or omissions and reserves the right to change the information published at any time and without notice.

Below are some general tips which may help you select the type of hotel to suits your needs.

General:

• Room sizes - hotel room sizes in major cities are normally smaller than elsewhere. This is particularly true in New York, London, Rome, Amsterdam, Barcelona, Vienna, Paris and London.
• Locations - In America "downtown" generally means the business district and is therefore not the same as "central", e.g. central in New York is midtown. In many European cities the 2 and 3 star hotels are located near the main railway station. In some cases these areas have also been the centre of one of the world's oldest professions and tend to attract related types of business.

Pricing:

• Hotel prices like everything else are a reflection of demand. A high price may not always mean that you are getting a fantastic hotel! It may mean that there is a major event of trade fair taking place at the time you want to go. Hotels are often much more expensive in during an areas 'High Season' and may not always reflect the quality expected.
• Our prices normally represent considerable savings over the hotels' published tariffs, with the exception of some National Parks and Disney accommodation, where high demand means that minimal discounts are available. Although unlikely, hotels may occasionally advertise promotional prices locally, which when the prevailing exchange rate is applied, may work out lower.

Ratings:
Ratings quoted by $comp Brand are those advised by our suppliers or taken from the Official Hotel Guide as an indication of the standard of the hotels. Star ratings criteria vary from country to country and again we have taken the ratings from our suppliers and/or from the Official Hotel Guide.

Facilities:
The facilities described for the hotels are as described in the hotels own literature or in the "Official Hotel Guide". Hotels can and do add or remove facilities from time to time, and some facilities such as swimming pools are "seasonal". $comp Brand will endeavor to supply you with up to date and accurate information, and to keep you informed of any changes which may materially affect your enjoyment. Where a particular facility or service is of key importance to you, the details should be confirmed by you directly with the hotel.

Check in/out times:

• Check in time at most hotels worldwide is from 15.00h on and Check out time is normally by 11.00h. Late arrival is not a problem since your room is guaranteed by Khaolak Sunset Resort, but you should let us know at the time of booking. If you are unable to check-in on the original date you MUST 'Contact Us' - see No Shows / Late Arrival section for more details.
• Late checkout times need to be requested directly with the hotel and may be subject to a charge by the hotel.

Bedding:

• The normal bedding in North American hotels is either two double beds or one "king-size". Elsewhere bedding is either two twin beds or one double bed.
• Twin/Double rooms. Since hotels often have many more twin rooms than doubles, they might occasionally allocate a twin even though a double room is reserved. In many destinations and hotels, all double rooms are made up of two single beds pushed together and made up as a double bed. Your bedding preference is noted and passed on to the hotel that makes every effort to provide your chosen bedding preference.
• Single Room
  A single room is designed to accommodate two people only. The room contains two single beds.
• Double Room
  A double room is designed to accommodate two people only. The room contains one queen bed or king size bed or if not available a twin bed.
  All kinds of room category and bedding option are on request and depend on room availability.

Transfers - Amendments
A transfer amendment constitutes changes of flight details, pick-up times for both arrival and departure. Please try to give us as much notice as possible to allow for sufficient time to contact the parties concerned and for a new voucher to be sent to you.

• There is no charge for amendment alterations received 72 hours before the pick-up time you wish to amend.
• Amendments to Transfer Vouchers are subject to availability. Amendments received within 72 hours of the scheduled pick-up time or unused transportation arrangements are non-refundable.
• Changes to your pick-up or destination location(s) that differ greatly from your original booking will be considered a cancellation; the applicable Cancellation Fee will apply.
• Reductions to the number of passengers booked are treated as a cancellation; the applicable Cancellation Fee will apply.
• All amendments MUST be conducted in writing using the 'Contact Us' booking amendment form, available through all our websites. In order for us to ensure accuracy, we will not accept amendments over the phone, without written confirmation.
• Your amendment request must be confirmed back to you by one of our Customer Service Advisors. If you have not received a confirmation of your amendment within 48 hours after submission, it means we have not received it and you must resubmit it.

Transfers - Cancellations
A transfer cancellation constitutes a partial or complete termination of the booking agreement prior to arrival.
All Transfer Vouchers are Non-Refundable, because we outsource to local agents for this service refunds are not available for any unused Transfer Vouchers.

Complaints
We try our best to make sure that you will be happy with our service and with the hotels you ask us to reserve for you. To do this we inspect the hotels in our major destinations from time to time, get feedback from our agents and most importantly, we get feedback from you, our customers.

In the case of any problem or complaint, it is imperative that the client informs Khaolak Sunset Resort at the earliest opportunity in order that they have the chance to rectify the situation as quickly and efficiently as possible. Any complaint, which cannot be resolved locally, must be notified in writing to Khaolak Sunset Resort within 3 (THREE) DAYS of the end of the service provided. A copy of the complaint must be also being submitted to and signed by the hotel manager. Failure to do so will limit the opportunities for Khaolak Sunset Resort to seek redress on your behalf and will limit the level of any compensation we are able to negotiate for you.

By making a reservation through Khaolak Sunset Resort or any of our sister web sites, you accept and agree to all the above terms and conditions.