1.Complaint Resolution Process

In the event of a dispute arising after a reservation has been made, customers may submit complaints directly to us via our hotline.
Customer complaints will be received and forwarded to the responsible department within 24 hours and will be resolved as soon as possible.

2.Room Change and Check-in/Check-out Date Modification Policy

In case customers wish to change their check-out date or room type, please contact our Reservation Department for assistance.

3.Cancellation Policy

Depending on the booking period and rate type, the cancellation policy may vary and will be specified in each reservation confirmation. In the below, the standard cancellation policy is presented, which applies when the cancellation policy is not stated in the reservation confirmation or on the online booking page.

• If customers cancel the reservation 3 days prior to the scheduled check-in date, a portion of the payment made for the booking will be refunded.
• If customers cancel later than the above timeframe or fail to arrive as scheduled (no-show), the payment made for the booking will not be refunded.

4.Refund Policy

In cases where customers have already paid a deposit or the full booking amount, but must cancel their trip due to force majeure circumstances, we will consider issuing a full refund.
The refund decision will depend on the specific conditions of each booking. Our staff will officially notify customers of the refund decision via email.

Refund method: Refunds will be made to the bank account provided or to the payment card used for the transaction.

Refund fee: Free of charge.

Note: We reserve the right to change or cancel these policies. Any changes will be announced 7 working days in advance.