Hotel Policies | DELONIX Hotel KARAWANG

Hotel Policy

Check-In & Check-Out

Guests must be 17 years old or above to be eligible for check-in. A valid passport or identification card (KTP) is required to complete the process. Guests under 17 years old must be accompanied by a parent or legal guardian at check-in.Early Check-In: Early check-in before 14:00 is subject to room availability upon guest arrival. Guests may complete the registration process, store their luggage, and enjoy the hotel facilities while waiting for their room. For guaranteed early check-in, it is suggested to book the room one day in advance. The early check-in fee will be charged based on hotel regulations.Late Check-Out: Late check-out after 13:00 and until a maximum of 18:00 will be charged based on hotel regulations. Late check-out after 18:00 will incur a 1-night room charge. Please note that late check-outs are subject to availability and should be requested in advance.

Payment

Depending on the rate(s) you choose, the Hotel may offer several payment methods, including but not limited to:

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Pay at Booking: The Hotel will charge full payment to the credit card provided by the guest at the time of reservation. The credit card must be presented at reception upon arrival, and the cardholder must sign the bill to verify the payment. Failure to show the card, or if the cardholder is not available to sign, will result in the reception refunding the payment to the bank and all payments must be settled directly at reception. If the cardholder is unable to accompany the guest but wishes to cover the room payment, the hotel will provide a payment link to process the payment online using Visa/Mastercard.

Please refer to the rate you book for the applicable payment method.

Refundable Bookings

The Hotel will issue refunds in cases of overpayment or if there is an agreement that the booking is refundable due to Force Majeure. This includes, without limitation, acts of God, war, commotions, mass strikes, embargoes, natural disasters (such as fire, earthquake, eruption, and flood), acts of terrorism, civil disorder, epidemics, curtailment of transportation, and monetary crises that impact nationally, or changes in statutes or regulations by the Indonesian government.Refunds will be processed using the guest’s original payment method. For example, the refund amount will be credited back to the credit card used for the payment. Please contact the hotel representative for details, as some supporting documents may be required.

Non-Refundable Bookings

To provide the best deals, Advance Purchase and Early Bird bookings cannot be canceled or changed. Full pre-payment for the entire stay is required at the time of booking and is non-refundable.For bookings with a regular rate: Guests can modify the booking, including guest name and details, within the cancellation period (Please refer to the cancellation policy) via the same booking source. Modifications to the period of stay may result in different daily rates.For non-refundable bookings: Guests cannot modify the booking, including guest name and details, after confirmation.

Membership

To become a member of AYANA Rewards, guests must create an account. Members receive the best room rates as well as other important information (special discounts are not valid for any promotion or in combination with other hotel promotions). Guests interested in joining AYANA Rewards can click this link and follow the steps.

Stay Preference

Guests can input personalized stay preferences, such as bed type and floor level, while making their booking. However, preferences are subject to availability and will be reconfirmed upon arrival.

Booking Modification

Guests can modify their booking based on the following criteria:

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For bookings with a regular rate plan: Guests can modify the booking, including guest name and details, within the cancellation period (Please refer to the cancellation policy) via the same booking source. Modifications to the period of stay may result in different daily rates.

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For non-refundable bookings: Guests cannot modify the booking, including guest name and details, after confirmation.

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If a cancellation is made to a modified booking within the cancellation period, a penalty fee will apply. The cancellation fee will refer to the last modified room type booked/confirmed by the guest.

For Extras/Add On Cancellation Policy:

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Cancellations made after 12 noon (GMT+7) 1 day prior to the arrival date or on the check-in date will be charged the total amount of the reservation. Please cancel at the latest 1 day prior to the arrival date before 12 noon (GMT+7) to avoid this charge.

Cashless Payment Policy

For your safety and convenience, DELONIX only accepts cashless payments. Transactions can be made with QRIS, debit, or major credit cards including VISA, Mastercard, Amex, UnionPay, and JCB. A credit card is required upon arrival for deposits and for purchases across the hotel's venues.

Outside Catering

Outside catering (Food and Beverages) is not permitted inside the hotel premises. The hotel reserves the right to reject outside catering and/or add a surcharge and corkage fee.

Complaint or Feedback

The hotel will send a satisfaction survey to the guest within two days after check-out. The guest will receive a survey regarding their entire stay experience, including rooms, food & beverage, Spa, and other hotel facilities. The survey will be sent to the email address registered by the guest upon check-in. For any concerns, requests, or complaints during the guest's stay, the guest can dial "0" for call center team assistance.

Important Notice

Upon check-in, guests are required to provide a credit card or cash deposit of Rp 500,000 per room per night for incidentals. This deposit is in addition to full payment of the room rate.Reservations can only be guaranteed by providing the hotel with the guest's credit card details (full number, expiration date, and cardholder name) or by processing a prepayment (no later than 24 hours prior to arrival). In case of non-guaranteed reservations, the hotel has the right to cancel the booking 1 day prior to the arrival date (after 12 noon, GMT+7) and sell the room to another party.

Payment Currency

Due to financial climate fluctuations in currency exchange rates, we advise the following:

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Credit Card: According to Indonesian law, credit card settlements are charged in local currency. Currency conversions will be calculated based on the hotel’s bookkeeping rate. DELONIX Hotel KARAWANG takes no responsibility for subsequent exchange rates or other fees applied by your credit card provider during your stay or after your departure. Please note that booking payments with Virtual Credit Cards (VCC) are not accepted.

Tax & Service Charge

There is a 21% tax and service charge applied by the hotel. Indonesia's tax rate is 11%, and the hotel's service charge is 10%, totaling 21%.We look forward to providing you with a delightful and memorable stay.

DELONIX Hotel & Residence Karawang Reservationreservation@delonixhotel.com