1. Complaint Resolution Process

In the event of a dispute (after the customer has made a room reservation), the customer may file a complaint with us directly via our hotline.
Customer complaints will be received and forwarded to the relevant department within 24 hours and resolved as soon as possible.

2. Room Change & Date Adjustment Policy

If customers wish to change the check-out date or room type, please contact our reservation department for assistance.

3. Cancellation Policy

Depending on the timing and booking rate, different cancellation policies may apply. The following is our standard cancellation policy, applicable when no specific cancellation terms are mentioned in the booking confirmation or on the online booking platform:

• For cancellations made at least 3 days in advance (from April to October, excluding holidays) or 7 days in advance (from November to March and on public holidays) before the check-in date, the full amount paid will be refunded.
• For late cancellations (less than the required notice above) or no-shows, no refund will be issued.

4. Refund Guarantee Policy

If the customer has made a deposit or full payment but must cancel the trip due to objective circumstances, we will consider refunding the payment. The refund process will follow the conditions of each specific booking, and our staff will notify the customer via email with the official refund decision.

• Refund processing time: Within 21–30 business days, depending on the bank.
• Refund method: Refund to the provided bank account or the charged credit/debit card.
• Refund fee: Free of charge.

Note:
We reserve the right to modify or cancel our policies. In such cases, a 7-business-day notice will be provided.
We are not responsible for compensation regarding damages, changes in dates or room types, or any indirect, incidental, or consequential loss due to force majeure (e.g., natural disasters, war, etc.).