Stockman’s Motel General Cancellation Policy

A. Standard Cancellation

For most reservations, the following standard cancellation guidelines apply. These guidelines ensure guests are aware of their responsibilities and the potential charges they may incur:

  1. Cancellation Period: Guests must cancel their reservations at least 48 hours before the check-in date. This period allows the hotel to manage room inventory effectively.
  2. Cancellation Fee: If a guest has cancelled their reservation within 48 hours of check-in date, the following fees will be charged; 1. Bookings of 1 night will be charged the full amount 2. Multi night stays will be charged 50% of the total cost. This fee compensates the hotel for the potential loss of revenue.
  3. Refund Process: Any refunds due will be processed within 7-10 business days. The time frame ensures that administrative processes are completed efficiently.
  4. Notification Method: Cancellations must be made through the same channel as the booking was made.  
  5. No-Show Policy: If a guest does not arrive and has not cancelled the reservation, a no-show fee of 100% of the booking will be charged. This policy ensures that the hotel can manage its resources effectively.

B. Non-Refundable Reservations

Some reservations may be non-refundable. These are typically offered at a discounted rate, and guests should be aware of the terms and conditions at the time of booking:

  1. Non-Refundable Terms: Guests who book non-refundable rates are not eligible for any refund upon cancellation. This strict policy allows the hotel to offer lower rates.
  2. Payment Requirements: Full payment is required at the time of booking for non-refundable reservations. This payment secures the booking and is non-refundable.
  3. Modification Restrictions: Non-refundable reservations cannot be modified. Any changes would require cancellation and rebooking, subject to availability and pricing at the time of rebooking.
  4. Communication of Terms: The non-refundable nature of the booking must be clearly communicated to guests at the time of booking. Transparency ensures guests understand the commitment they are making.

III. Group & Advance Bookings

A. Definition and Scope

Group and Advanced bookings typically involve multiple rooms reserved by a single entity, such as a corporate client or a large family and/or a future event (more than 6 months from date of booking).

  1. Group Size: A group booking is defined as a reservation of five or more rooms. This definition helps differentiate between individual and group bookings for policy application.
  2. Advance Notice: Group and advanced bookings cancellations must be made at least 30 days in advance of the check-in date. Longer notice periods allow the hotel to rebook the rooms and manage group logistics.
  3. Deposit Policy: A non-refundable deposit of 25% of the total booking cost is required at the time of reservation. This deposit secures the booking and covers initial administrative costs.
  4. Cancellation Fee: If a group or advanced booking is cancelled within 30 days of the check-in date, a cancellation fee of 50% of the total booking cost will be charged. This fee compensates the hotel for the potential loss of revenue and resources allocated.

B. Partial Cancellations

In some cases, a group may need to cancel only a portion of their reservation.

  1. Partial Cancellation Notice: Partial cancellations must be made at least 15 days in advance. This period allows the hotel to adjust room allocations and manage resources.
  2. Adjustments to Deposit: The non-refundable deposit will be adjusted based on the remaining reservation. The revised deposit ensures fair compensation for the rooms still booked.
  3. Fee Calculation: The cancellation fee for the cancelled portion will be 50% of the cost of the cancelled rooms. This fee structure balances fairness and compensation for the hotel.
  4. Communication: The group leader must communicate partial cancellations through the same booking channel. Consistency in communication helps maintain accurate records and streamline the process.

IV. Special Circumstances

A. Medical Emergencies

In the event of a medical emergency, the hotel may offer exceptions to the standard cancellation policy.

Communication Channel: Guests should contact the hotel directly to discuss medical emergencies. Direct communication ensures sensitive handling of such cases.

Documentation Requirement: Guests must provide documentation of the medical emergency. This documentation helps verify the legitimacy of the claim.

Cancellation Fee Waiver: The hotel may waive the cancellation fee in genuine medical emergencies. This compassionate approach supports guests in difficult situations.

Refund Process: Any eligible refunds will be processed within 7-10 business days. Efficient processing ensures timely support for guests.