Cancellation Policy
Flexible cancellation options for your peace of mind
Last updated: January 1, 2024
1. Standard Cancellation Policy
Free Cancellation
48+ hours before check-in
Cancel for free and get a full refund
Partial Refund
24-48 hours before check-in
50% refund of total booking amount
No Refund
Less than 24 hours
No refund for late cancellations
No-Show
Failure to arrive
No refund for no-show guests
2. How to Cancel Your Booking
Contact Us
Call, email, or use our online cancellation form
Provide Booking Details
Have your confirmation number and guest information ready
Receive Confirmation
Get email confirmation of your cancellation and refund details
3. Contact Information for Cancellations
24/7 Cancellation Hotline
Phone: +66 (0) 75 123 456
Email: cancellations@andalayresort.com
Available 24 hours for your convenience
Online Cancellation
Website: www.andalayresort.com/cancel
Response time: Within 2 hours
Quick and easy online form
4. Special Circumstances
Medical Emergencies
We understand that medical emergencies can disrupt travel plans. With proper medical documentation, we may waive cancellation fees regardless of timing. Please contact us immediately with supporting documentation.
Weather Conditions
In case of severe weather warnings, natural disasters, or official travel advisories that affect travel to Koh Libong, we offer flexible cancellation options including full refunds or free rebooking.
Government Restrictions
If government restrictions or travel bans prevent you from traveling, we will provide full refunds or allow you to reschedule your booking without additional fees.
5. Group Booking Cancellations
Group bookings (5 or more rooms) have special cancellation terms to account for the complexity of coordinating multiple reservations:
30+ days before check-in: Free cancellation for entire group
15-30 days before check-in: 50% cancellation fee
Less than 15 days: Full charges apply
Individual room cancellations: Subject to standard policy
6. Modification vs. Cancellation
Consider Modifying Your Booking
Before cancelling, consider modifying your booking. We offer flexible date changes and room upgrades that may better suit your needs:
• Free date changes (subject to availability)
• Room type changes with rate adjustments
• Guest count modifications
• Special request additions
7. Refund Processing
Once your cancellation is confirmed, refunds will be processed according to the following timeline:
Credit cards: 5-10 business days
Bank transfers: 3-7 business days
Cash payments: Immediate (if paid at property)
A processing fee of 3% may apply to cover transaction costs, except for cancellations made more than 7 days in advance.
8. Travel Insurance
Protect Your Investment
We highly recommend purchasing comprehensive travel insurance to protect against unexpected circumstances that may require cancellation. Travel insurance can cover medical emergencies, family emergencies, flight cancellations, and other unforeseen events.
9. Frequently Asked Questions
Can I cancel part of my booking?
Yes, you can cancel individual nights or reduce the number of rooms, subject to the same cancellation terms.
What if I need to cancel due to flight delays?
Flight delays are generally not covered unless you have travel insurance. However, we may offer flexible rebooking options.
Can I get a refund if I'm not satisfied with my stay?
We strive for 100% guest satisfaction. If you have concerns during your stay, please contact management immediately so we can address them.