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Resort Terms and Conditions

Resort Direct Bookings Terms and Conditions

Introduction and General Provisions

These Booking Conditions, together with our Privacy Policy and any other written information we brought to your attention before we confirmed your booking, apply to your booking with The Dream Resort Wellness Palawan (“the Resort”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.  

When you make your reservation, whether online or by telephone, you will be deemed to have read, understood and accepted these Booking Conditions and the Privacy Policy.

By making a reservation, the first named person on the reservation agrees on behalf of all persons detailed on the reservation that:

  • He/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
  • He/she consents to our use of information in accordance with our Privacy Policy;
  • He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and
  • He/she accepts financial responsibility for payment of the reservation on behalf of all persons detailed on the reservation.

If you make your reservation via a travel agent, or other third party, then you have a separate legal relationship with that party and the Resort has no liability for any acts or omissions of such party including their observance of your data protection rights.

Provision of Information

The Website contains information about the villas, facilities and services of the Resort. While the Resort will use all reasonable endeavours to ensure the accuracy of available information, the Resort shall not be liable for any discrepancy, error or omission. The Resort does not make any representation or warranty, express or implied of any kind regarding the information and shall not be liable for any damages that transpire whatsoever.

Booking Process and Policies

Making a Reservation

To reserve a villa with us, please follow the instructions on the website or booking channel partner. You will need to provide credit card details and a 50% deposit to secure your reservation.

Please check the details of your reservation are correct before you submit your reservation request. We will not be liable for any delay or non-performance of your reservation if you provide us with incorrect information.

Your reservation is confirmed and a binding contract will come into existence between you and us as soon as we have issued you with a confirmation with a valid confirmation number that will confirm the details of your reservation and will be sent to you. Upon receipt, if you believe that any details on the confirmation are wrong or if you require any changes to be made, you must contact us immediately as it may not be possible to make changes later.

If you do not receive the automatic confirmation message within a few minutes after submitting payment, please check your spam email folder just in case the confirmation email got delivered there instead of your inbox.

We reserve the right to refuse a reservation and decline to issue a confirmation at our absolute discretion.

Payment Terms and Cancellation Policy

You may pay for your stay at our Resort with all available methods, such as cash, credit card, money transfer or any other method to be accepted by us in the future. All bookings require a 50% deposit to secure a reservation, along with a minimum of 1 night’s accommodation. When booking the balance must be paid in cash or by card at the time of check-in. Our payment policy is the following:

  • For Non Refundable Rates, upon reservation, the full amount will be charged on your credit card, which will be non-refundable in case of cancellation, modification or non-show.
  • For Flexible Rates, a credit card guarantee is required, in order to secure your reservation. The Resort reserves the right to pre-authorize credit cards prior to the Guest’s arrival. The credit card will be charged only if cancellation fees are applicable, based on the Resort’s cancellation policy.

Our payment policy is presented in our website and will, also, be provided during the booking procedure relating to your specific order submitted through our web tools and platform or Booking Channels and Agents or their platforms. A specific payment policy may be provided in the Customer’s Booking Confirmation.  

Payment for any incidental extras (e.g. mini bars, spa treatments etc.) must be made directly to the resort before you check out.

In order to provide you with special offers or discounts, we may request that you pay in advance part or the whole amount of the billable charges for your booking. In such case, we may not provide you with a Booking Confirmation, if you have not paid this amount within the timeframe provided.

In case you pay through a credit card the Resort has the right to request at your arrival that you show your credit card in the front desk. If you deny showing your credit card or if the name written in the credit card is not the same as the Customer’s, then the Resort can immediately cancel the Booking Confirmation and refuse to provide to you and your Guests accommodation services. In such case, you may pay cash and the Resort will not cancel your Booking Confirmation. In case the name in the credit card is different than the Customer’s and the credit card owner is present and willing to become the Customer, then the Resort will provide accommodation services as long as the credit card owner signs the Registration Form.

 Our cancelation policy is the following:

  • If the booking is cancelled or modified or in case of non-show of the Customer and his or her Guests, an amount equal to the 100% of the booking rates will be charged as cancellation fees.
  • If the booking is cancelled or modified 7 days prior to arrival then the Customer and his or her Guests, an amount equal to the 50% of the booking rates will be charged as cancellation fees.
  • If the booking is cancelled or modified 8 days prior to arrival then the Customer and his or her Guests, won’t be charged any fee as cancellation.

If any refund is owed, the amount less any applicable fees will be refunded via PayPal within 15 business days. The Resort cannot refund fees charged by your credit or debit card company for transactions.

Prices

The price of your reservation and the terms upon which payment, changes and cancellations are made will vary according to your villa, booking type and other factors, and you will be notified of these terms at the time of booking. Please note that all rates are subject to availability.

Unless stated otherwise on the website, additional services (half-board, full-board etc.) are not included in the price. Tourist tax, specified on the rates page, must be paid directly to the resort, with the exception of online prepayments where this amount may be included.

Certain promotional offers available online are sold exclusively on the Internet, that is, remotely and in no circumstance at the front desk of the resort.

Accuracy

We endeavour to ensure that all the information and prices both on our website, marketing material and other booking channels are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to your chosen reservation before you make your booking.

Arrival and Departure

The Resort villa is at your disposal from 3:00 pm on the day of arrival. On your departure day the willa must be vacated by 12:00 noon. The resort is entitled to apply exceptions on check-in and check-out times stated above. For safety reasons, only checked-in guests are allowed on private premises and the maximum capacity per villa may not be surpassed.

The willa will be reserved for you until 4:00 pm on the day of arrival unless no other agreement has been made at the time of reserving or if the confirmed rate or reservation period does not include any other special terms. In case of arrival after 4:00 pm you can guarantee the reservation with a credit card or other method specified. Otherwise the resort can release the reserved villa for sale after 4:00 pm.

In case you arrive to the resort according to the arrival time agreed and the villa you have reserved is not available, the resort is liable to arrange you an equivalent villa without extra charges.

Early Departure

Early departure before the agreed day must be informed to the resort latest by 4:00 pm on the day before.

If your reservation is for several nights the resort is entitled to charge you the full amount for the whole stay. Early departure before the agreed day may also cause changes in the room rate confirmed.

Guest Behaviour

The Resort has a responsibility for the welfare of all its guests and therefore reserves the right to end the holiday of any guest whose unreasonable conduct may impair the comfort and enjoyment of other guests, e.g. excessive noise. In such cases you are still obliged to pay for the accommodation and additional services ordered. You are not eligible to claim a refund for payments already made.

The Resort cannot accept responsibility for any valuables unless deposited at Reception and an official receipt obtained. This includes loss or damage to any valuable left in accommodation, on the premises or in any motorised transport.

Swimming and all recreational activities are undertaken at guests’ own risk.

We regret we cannot offer any child care facilities. Whilst we are happy to provide children’s activities, they are not child care facilities. Please note that at all times the safety of children is the responsibility of the parent or guardian. The parent or guardian will be held accountable for the actions of any minor(s) in their control.

For safety reasons, only checked-in guests are allowed on private resort premises such as resort villas and the maximum capacity per villa may not be surpassed.

If your reservation is for several nights the resort is entitled to charge you the full amount for the whole stay. Early departure before the agreed day may also cause changes in the room rate confirmed.

Guest Responsibility on Damage

As a guest you are responsible for damage caused on purpose or by accident by you, your guests or your pets in the resort villa or in resort premises. This applies also to the resort furniture and other equipment, other guests in the resort or their property.

The responsibility for caused damage is determined by general principles.

If we Cancel your Reservation

We may cancel your reservation at any time with immediate effect by giving you written notice (including by email) if you fail to make all payments applicable to your reservation in full and on time, or you otherwise breach a material term of these Booking Conditions. This is in addition to any other legal rights and remedies we may have as a result of your breach of contract.

We may in exceptional circumstances be required to cancel your reservation due to ‘Force Majeure’.* If this happens we will notify you as soon as possible and:

  • If you have already paid for your reservation, we refund your payment to you; or
  • If you have not yet paid for your reservation, you will not be required to do so.

We regret we cannot meet any expenses or losses that you may incur as a result of such change or cancellation.

*For the purposes of this clause, ‘Force Majeure’ means any event which we could not, even with all due care, foresee or avoid as a result of which we cannot provide you with your villa. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster.

Travel Insurance

You are strongly recommended to take out personal travel insurance for all members of your party. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. We do not check insurance policies.

This should include full medical cover, including for planned hiking, outdoor and adventure activities. If our guests opt not to purchase such travel insurance the Resort accepts no liability for the following:

  • Losses of guests property at our resort (there is a locking safe for valuables in each villa).
  • Injury to or illness of guests whilst staying at the Resort.
  • Injury to or illness of guests whilst on any tours organised by the Resort.
Car Parking

All vehicles are parked completely at the owners’ risk. No liability will be accepted by the company for any damage however caused. Car parking is complimentary.

Children

The Resort is a family-freindly environment, however only children over the age of 12 may be accommodated when sharing a villa with 1 or 2 adults. Portable beds could be used in some villas to accommodate your children which are free of charge, please check with us during the time of booking.

Wifi

Wifi is provided free of charge, but availability and strength is not guaranteed and is provided subject to third party terms and conditions which can be accessed when using the system.

Only devices with a web browser and an ability to be able to connect to a public service can access the Wifi network. We reserve the right to disclose your name and address to our internet service provider if we discover that you or a member of your party has illegally downloaded content or otherwise engaged in unlawful activity whilst using this facility.

Smoking

In accordance with government legislation, smoking is not permitted in any enclosed public space. For the comfort and benefit of our guests who wish to smoke, external covered areas are available. Electronic cigarettes and equivalents are permitted in certain areas of the Resort, but please be considerate to other guests.

Special Requests

If you have any special requests, you must advise us at the time of making your reservation. Although we will endeavour to accommodate reasonable requests, we cannot guarantee any request will be met unless we have written to you with specific confirmation that it will. The fact that a special request has been noted on your confirmation or any other documentation is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. We do not accept reservations that are conditional upon any special request being met.

Entertainment and Activities

The facilities and activities listed, and the entertainment offering described on the Resort website and within brochures and other marketing material is intended for guidance only. It is likely that some facilities and activities will not be available, whilst others not detailed will be. The entertainment and activitiy offering is also subject to change, and we reserve the right to do so without prior consent. This is because of the changing Governmental guidance and bookings are accepted in good faith and on the understanding that any specific facilities, activities, entertainment or service will not be operated against any prevailing government guidelines and this is not cause for compensation or non performance of our contract. We will always aim to provide the best experience possible whilst always putting our guests, our teams and our community’s safety first and foremost at all times.

Disabilities and Medical Problems

If you or any member of your party has any medical problem or disability which may affect your stay, please tell us before you make your reservation so that we can advise as to the suitability of the chosen villa. In any event, you must give full details in writing at the time of making your reservation. If the resort reasonably feels unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline the reservation or, if full details are not given at the time of booking, neither we nor the resort is obligated to provide any special need of the guest.

Lost Items, Valuables, and Property

In case you lose any items, valuables or property during your stay in our Resort, you should immediately inform the front desk of the Resort. For our Guests convenience we keep all lost items, valuables or property found for a period of one (1) month, after the date our personnel found them. In case we find any items and valuables, we have no obligation to contact our Guests, in order to inform them accordingly. If we are not notified by our Guests that they have lost specific items, valuables or property within one (1) month from their departure (check out date), our Resort will not have any obligation to return them, since it is our policy to dispose any such lost items, valuables and property that are found in our Resort after one (1) month. In case of any return of lost items, valuables and property to you, the postage or courier costs will be born by you.  

Stolen Items, Valuables, and Property

The Resort is not responsible for any stolen valuables, items or other property of our Guests. It is your obligation to protect your property and keep your valuables safe. We encourage our Guests to lock their rooms at all times that they are not present. In order to facilitate you, we, also, provide a safe deposit box in every room of our Resort. Our Guests shall immediately inform the front desk of the Resort, in case of stolen goods, property or valuables, so as to notify the police as early as possible.

Pets

Naturally our resort welcomes guide dogs. Many of our guests like to bring their pets to stay with them so we now accept all dogs with a small charge. Whilst we aim to accommodate all pet lovers, sometimes we are unable to accept some animals.

CCTV

For the safety of our guests, CCTV is in operation throughout the Resort, which may be reviewed by our senior team in the unlikely event of any security issues or during the handling of any complaint.

Our Liability

We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

  • the act(s) and/or omission(s) of the person(s) affected;
  • the act(s) and/or omission(s) of a third party unconnected with the provision of the accommodation contracted for and which were unforeseeable or unavoidable;
  • unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or
  • An event which we could not, even with all due care, have foreseen or forestalled.

We will not accept responsibility for services or facilities which do not form part of our contract with you. Excursions or other tours that you may choose to book or pay for whilst you are at the resort are not part of your contracted arrangements with us.

Social Media Pictures and Videos

Pictures and videos are shot at our Resort for publication on our website, in our marketing materials and on our social media channels. If you would rather not appear then please make this known to the photographer/videographer at the time.

Photographs displayed on the website are not contractual. Although every effort is made to ensure that photographs, graphic images and text used to illustrate resort provide as accurate an impression as possible of the accommodation offered, variations may occur.

Relation with Booking Agents

The Resort collaborates with Booking Agents, in order to promote its accommodation services and increase the number of its resort bookings. Nevertheless, the Resort is an independent contractor and has no authority or control over Booking Agents. In this context, we conclude agreements with such Booking Agents but we can not be bound by promises made by them that go beyond what is provided in our website or deviate significantly from our capabilities and rates. In this context, if such third parties promised products or services not provided in our official website or rates that have not been included in our agreements, then we may not be held liable for such misrepresentations or false promises made by Booking Agents.

Modification of the Booking Conditions

These Booking Conditions may be modified and/or supplemented at any time by us. In this case, the new version of the Booking Conditions will be put online by us and will automatically apply for all customers with immediate effect

Governing Law and Jurisdiction

Without prejudice to any mandatory protective provisions that may be applicable in your country of residence, we both agree that these Booking Conditions and any agreement to which they apply shall be governed in all respects by the Philippines law and that any dispute will be dealt with by the Courts of Palawan, Philippines only.

*Last updated Nov. 29th 2022

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