Terms & Conditions
The following terms and conditions are strictly enforced for all guests checking in at Sapphire Hotel & Resort:
Guest Registration:
The resort is authorized to accommodate only properly registered guests. Upon check-in, guests must present a valid form of identification such as a national ID card, passport, or any other legitimate proof of identity. Additionally, if guests are checking in with family members or companions, they must also present proof of their relationship (e.g., marriage certificate, birth certificate for minors, or any other document that verifies the relationship) to ensure proper registration. This measure is in place to maintain security and comply with local regulations.
Settlement of Bills:
All bills must be fully settled upon arrival at the resort. Guests have the option to pay using cash or valid credit cards. Please note that cheques are not accepted under any circumstances. It is the guest’s responsibility to ensure that payment is completed before accessing any of the resort’s services or accommodations. Failure to settle the bill upon check-in may result in the reservation being canceled, and the resort reserves the right to refuse service until payment is received.
Use of Rooms:
Guests are entitled to use their rooms for the duration agreed upon at the time of booking. The reserved period is non-negotiable once the guest has checked in. If a guest decides to shorten their stay for any reason, no refunds will be provided for the unused portion of the reservation. The room will remain reserved for the entire booked period, and the guest may continue to use it until the original check-out time. This policy is in place to ensure fair allocation of accommodations and manage the resort’s availability effectively.
Check-Out Time:
If the period of accommodation has not been specified in advance, guests are required to check out by 10:00 PM (noon) on the last day of their stay. All personal belongings must be removed from the room, and the room must be vacated by this time. Failure to check out by the designated hour may result in additional charges for extended stay or inconvenience for incoming guests. The resort requests that guests adhere to this check-out time to facilitate smooth transitions between reservations and maintain the quality of service for all guests.
Booking and Security Deposit:
To confirm a reservation, a 50% security deposit is required. This deposit is non-refundable for cancellations made less than 7 days before the scheduled arrival. The deposit is refundable under the following conditions:
- Full Refund: For cancellations made at least 15 working days prior to the reservation date.
- 30% Refund: For cancellations made between 7 and 15 working days before the reservation date.
- No Refund: For cancellations made within 7 working days of the scheduled arrival date.
To secure your reservation, please deposit the required amount into the resort’s bank account. Contact us for our bank details and to complete the deposit. Failure to provide the deposit will result in the reservation not being confirmed.
Rebooking Policy:
Rebooking of reservations is allowed only if the request is made at least 15 working days prior to the scheduled arrival date. Requests for rebooking made less than 15 working days before the arrival may not be accommodated due to limited availability. To ensure a smooth rebooking process, please contact us as early as possible to discuss new dates and availability.
Early Check-In/Late Check-Out:
Early check-in and late check-out are subject to availability and may incur additional charges. To request an early check-in or late check-out, please inform the resort in advance, ideally at the time of booking or as soon as possible before your arrival. The resort will make every effort to accommodate such requests, but cannot guarantee availability. Any additional charges will be communicated and must be settled before the new check-in or check-out time.
Room Holding Policy:
Rooms will be held until 7:00 PM on the day of the scheduled arrival. If the guest has not arrived by this time and has not notified the resort of a late arrival, the room will be released, and the reservation fee will be forfeited. To avoid losing your reservation, please inform us of any changes to your arrival time as soon as possible. This policy helps us manage our availability and ensure that rooms are available for incoming guests.
Extension of Stay:
Guests who wish to extend their stay at the resort may be offered a different room than the one originally booked. Extensions are subject to room availability and may involve moving to an alternative room type or location within the resort. The resort will make every effort to accommodate your request but cannot guarantee that the same room will be available for the extended period. Please contact the front desk or reservation team as early as possible to arrange for an extension and discuss available options.
Room Keys:
Room keys must be returned to the front desk whenever the guest leaves the resort or upon check-out. A charge of BDT 1,000.00 will be applied for any lost or unreturned keys. Please ensure that keys are securely kept during your stay and returned promptly to avoid incurring this charge.
Management Rights:
The management reserves the right to deny admission to any individual or to request any guest to vacate their room at any time, with or without prior notice. This action may be taken if a guest is found to be disturbing other guests, compromising the safety and order of the resort, or failing to comply with the resort’s policies. If a guest refuses to leave when requested, the management has the right to remove the guest’s belongings from the room and secure it. Such measures are taken to ensure a safe and pleasant environment for all guests.
Room Maintenance:
Guests are not permitted to move furnishings, tamper with electrical systems, or alter any other installations within the room or resort premises without prior consent from management. Should any malfunction or maintenance issue be discovered, guests are required to report it immediately to the front desk. The resort will arrange for prompt repairs to ensure that the room and facilities remain in good working order. Unauthorized modifications or attempts to fix issues independently may result in charges for any damage caused
Medical Assistance:
In the event of illness or injury during your stay, the resort will assist in arranging medical aid or transport to the nearest hospital. This assistance includes coordinating with local medical facilities and emergency services if necessary. However, all associated costs, including medical treatment and transportation fees, will be the responsibility of the guest. The resort will make every effort to ensure that help is provided promptly, but it is advised that guests carry adequate travel insurance to cover any medical expenses incurred
Room Care:
Upon departure, guests are required to take the following actions to ensure the room is left in good condition:
- Turn off all lights and water faucets.
- Switch off the air conditioning and any other electrical appliances.
- Ensure that all doors and windows are securely closed and locked.
- Make sure to leave the room in a tidy state, ready for the next guest.
These measures help conserve energy and maintain the safety and security of the room.
Smoking Policy:
Smoking is strictly prohibited inside the rooms for security reasons. Guests are requested to adhere to this policy to ensure the safety and comfort of all guests. Designated smoking areas are available outside the rooms. Failure to comply with this policy may result in additional cleaning fees or penalties
Laundry:
Washing clothes inside the room is not permitted. Laundry services are available for guests. Please contact the reception for assistance with laundry arrangements and to obtain information on available services and rates.
Child Policy:
- Children under the age of 4 are accommodated free of charge.
- Only one child per room is allowed to stay free of charge.
- Additional children or those above the age of 4 may incur extra charges. Please inform the resort in advance if you are traveling with additional children so that appropriate arrangements can be made.
Noise Policy:
Guests are required to observe quiet hours, especially during the night, to avoid disturbing other guests. Excessive noise, loud conversations, and disruptive behavior are not permitted. Please be considerate of fellow guests to ensure a peaceful and enjoyable stay for everyone. If you have any concerns about noise or disturbances, please contact the front desk for assistance.
Guest Feedback:
Complaints, suggestions, and feedback regarding the resort’s services are always welcome. Guests are encouraged to share their thoughts with the management to help us improve and enhance our services. Please direct any feedback or concerns to the management or front desk, and we will make every effort to address them promptly and effectively. Your input is valuable to us in ensuring a high-quality experience for all guests.
Pet Policy:
Pets are not allowed inside the resort. Guests arriving with pets will not be accommodated under any circumstances. To ensure the comfort and safety of all guests, we kindly ask that you make alternative arrangements for your pets before arriving at the resort.
Waiver and Liability:
- Guests will be required to sign a waiver acknowledging the following:
Swimming in the Sapphire Hotel & Resort’s Lake is not advised. Professional instructors and safety equipment are provided for water activities, and guests are encouraged to use only the designated safe swimming areas. - The resort is not liable for any accidents, including drowning or injuries, that may occur during the guest’s stay. Guests are expected to adhere to the resort’s safety guidelines and instructions to ensure their own safety and the safety of others.
By signing the waiver, guests confirm their understanding and acceptance of these terms, and agree to follow all safety protocols established by the resort.
Minors:
Guests under 18 years of age are not permitted to stay at the resort without being accompanied by a parent or legal guardian. A responsible adult must be present in the room and oversee the minor’s stay. This policy is in place to ensure the safety and well-being of all guests.
Compliance with Resort Rules:
Guests are required to adhere to these terms and conditions. Failure to comply with any of the resort’s policies may result in the termination of accommodation services without refund. The resort reserves the right to enforce these rules to ensure a safe, respectful, and enjoyable environment for all guests.
These terms and conditions are designed to promote the comfort and well-being of all guests at Sapphire Hotel & Resort.