Refund Policy

Last Updated: January 2025

1. Overview

At Harolevi Casino Hotel, we strive to provide flexible booking options while maintaining fair policies for all guests. This Refund Policy outlines the terms and conditions under which refunds will be processed for various services and bookings.

This policy applies to:

• Room reservations and accommodations
• Spa and wellness services
• Restaurant reservations and dining experiences
• Event tickets and entertainment packages
• Package deals and special offers
• Additional hotel services and amenities

2. Room Reservation Refund Policy

2.1 Standard Rate Bookings

For reservations made at our standard flexible rates:

2.2 Non-Refundable Rate Bookings

2.3 Premium and Package Bookings

Special packages, promotional rates, and premium experiences may have different cancellation terms:

• Package Deals: Subject to specific terms outlined at booking; typically require 14 days notice for 50% refund
• Holiday Periods: Bookings during peak seasons (Christmas, New Year, major holidays) require 30 days notice for full refund
• Group Bookings: Groups of 5+ rooms subject to group cancellation policy (detailed in Section 5)
• Extended Stay: Reservations of 7+ nights may have modified cancellation terms

3. Early Departure Refund Policy

If you need to check out earlier than your scheduled departure date:

• Notification provided 24+ hours in advance: Refund may be issued for unused nights at management discretion
• Notification provided less than 24 hours: No refund for unused nights
• Emergency situations: Considered on a case-by-case basis with documentation
• Early departure fee: May apply depending on rate type (typically equivalent to one night's stay)

4. Modification Policy

4.1 Date Changes

Modifying reservation dates instead of cancelling:

• First date change: Free of charge if made 7+ days before check-in
• Date changes within 7 days: Subject to $50 modification fee
• New dates subject to availability and applicable rates
• Rate difference may apply if new dates have higher pricing
• Non-refundable bookings cannot be modified

4.2 Room Type Changes

• Upgrade requests: Subject to availability; price difference applies
• Downgrade requests: Refund of rate difference if made 48+ hours before check-in
• Same-day changes: Subject to availability; no refund for downgrades

5. Group Booking Refund Policy

For reservations of 5 or more rooms:

Group booking notes:

• Deposit typically 25-50% of total booking value
• Individual room cancellations may be permitted within the group block
• Minimum room night requirements must be met
• Group contracts may have additional specific terms

6. Special Services Refund Policy

6.1 Spa and Wellness Services

• Cancellation 24+ hours in advance: Full refund or credit toward future service
• Cancellation less than 24 hours: 50% refund
• No-show: Full charge, no refund
• Late arrival (15+ minutes): Service time reduced, no refund for lost time
• Package deals: Must be cancelled in entirety; partial refunds not available

6.2 Dining Reservations

• Standard dining reservations: No charge for cancellation
• Special tasting menus or chef's table: 48-hour cancellation policy
• Private dining events: 72-hour cancellation policy; 50% deposit forfeit if cancelled within 48 hours
• Pre-paid dining experiences: Refundable up to 7 days before reservation

6.3 Entertainment and Event Tickets

• Shows and performances: No refunds within 48 hours of event
• Event cancellation by hotel: Full refund or rescheduling option
• Ticket exchanges: May be available for different dates subject to availability
• VIP packages: Subject to specific terms; typically 7-day cancellation policy

6.4 Tours and Excursions

• Cancellation 7+ days before: Full refund
• Cancellation 3-6 days before: 50% refund
• Cancellation less than 72 hours: No refund
• Weather-related cancellations: Full refund or alternative date

7. Force Majeure and Extraordinary Circumstances

In cases of extraordinary circumstances beyond your control, we may offer additional flexibility:

7.1 Natural Disasters and Emergencies

• Hurricanes, earthquakes, floods, or other natural disasters
• Government-mandated travel restrictions
• Public health emergencies or pandemics
• Civil unrest or security threats

Policy: Full refund or credit toward future stay, determined case-by-case with supporting documentation.

7.2 Medical Emergencies

• Serious illness or injury requiring hospitalization
• Death in immediate family
• Medical quarantine requirements

Policy: Full or partial refund may be granted with proper medical documentation. Travel insurance claims should be filed when applicable.

7.3 Hotel-Initiated Cancellations

If we must cancel your reservation due to:

• Overbooking situations
• Property damage or safety concerns
• Renovation or maintenance issues

We will provide:

• Full and immediate refund of all payments
• Assistance finding comparable alternative accommodations
• Compensation for any rate difference (if alternative is more expensive)
• Additional compensation as required by law

8. Refund Processing Procedures

8.1 How to Request a Refund

To request a refund:

1. Online: Log into your account and navigate to "My Reservations"
2. Email: Send request to harolevi@hotmail.com with your confirmation number
3. Phone: Call our reservations team at +1 (555) 123-4567
4. In-Person: Visit the front desk during your stay

8.2 Required Information

When requesting a refund, please provide:

• Reservation confirmation number
• Full name on reservation
• Reason for cancellation (if applicable)
• Preferred refund method
• Supporting documentation (for special circumstances)

8.3 Processing Timeframes

8.4 Refund Methods

Refunds will be issued using the following methods:

• Primary method: Original form of payment
• Hotel credit: Available upon request (may receive 10% bonus credit)
• Alternative payment method: Requires verification and approval
• Currency: Refunded in the original currency charged

9. Third-Party Booking Refund Policy

For reservations made through third-party websites (OTAs, travel agencies, etc.):

• Refund policies are subject to the third-party's terms and conditions
• Refund requests must be submitted through the original booking platform
• Processing times may be longer than direct bookings
• We recommend contacting the third party directly for cancellations
• In case of disputes, we will work with the third party to resolve issues

10. Non-Refundable Items and Services

The following items are typically non-refundable:

• Incidental charges (minibar, room service, phone calls)
• Parking fees for used services
• Gratuities and service charges
• Late check-out fees (if used)
• Damage deposits (unless forfeit due to damage)
• Resort fees (on non-refundable bookings)
• Travel insurance premiums
• Gaming chips and casino credits

11. Loyalty Program Points and Credits

For bookings made using loyalty points or credits:

• Full refund eligible cancellations: Points/credits returned to account within 7 days
• Partial refund situations: Proportional points/credits returned
• No-refund cancellations: Points/credits are forfeit
• Earned points: Points earned during stay remain valid unless stay is cancelled
• Promotional points: Subject to specific promotion terms

12. Travel Insurance Recommendations

13. Dispute Resolution

If you disagree with a refund decision:

1. Contact Guest Services: Speak with a supervisor or manager
2. Written Appeal: Submit a formal appeal with supporting documentation
3. Review Period: Appeals reviewed within 10 business days
4. Final Decision: Management decision communicated in writing
5. Escalation: Unresolved disputes may be subject to our Terms & Conditions dispute resolution procedures

14. Chargebacks

Regarding credit card chargebacks:

• Please contact us directly before initiating a chargeback
• We will work with you to resolve billing disputes
• Unauthorized chargebacks may affect future booking privileges
• We provide full documentation to credit card companies for legitimate charges
• Chargeback fees may be assessed for frivolous disputes

15. Special Promotions and Offers

Promotional bookings may have unique refund terms:

• Flash sales and limited-time offers: Often non-refundable
• Last-minute deals: Typically 24-hour cancellation window
• Package deals: Must cancel entire package; no partial refunds
• Coupon or voucher bookings: Subject to voucher terms and conditions
• Corporate rates: Subject to corporate agreement terms

16. Seasonal and Holiday Policies

Enhanced cancellation requirements during peak periods:

• Christmas/New Year (Dec 20 - Jan 5): 30-day cancellation policy
• Major Holidays: 21-day cancellation policy
• Special Events: Custom cancellation terms based on event
• Peak Season: Stricter cancellation terms may apply

17. Currency Exchange and Fees

Regarding international transactions:

• Refunds processed in original transaction currency
• Exchange rate fluctuations may affect refund amount
• Bank fees or international transaction fees are non-refundable
• Currency conversion rates based on date of refund processing

18. Policy Modifications

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with updated effective date
• Apply to new bookings made after the change date
• Not affect existing reservations (original terms apply)
• Be communicated to registered users via email for significant changes

19. Contact Information for Refunds

20. Additional Resources

For more information, please refer to:

• - Complete terms of service
• - How we handle your personal information
• - Frequently asked questions about bookings and cancellations
• Guest Services - Available 24/7 for personalized assistance

Thank you for choosing Harolevi Casino Hotel. We appreciate your understanding of our refund policy and remain committed to providing excellent service and fair treatment to all our guests. If you have any questions about this policy, please don't hesitate to contact us.

This Refund Policy is part of our overall Terms and Conditions. By making a reservation, you agree to abide by this policy. We recommend saving a copy of this policy with your booking confirmation for future reference.