Cancellation and Refund Policy

Effective Date: July 5, 2026
Version: 1.1 (Production Launch Ready)

This Cancellation and Refund Policy details the terms, constraints, timelines, and financial parameters governing modifications, cancellations, and refund distributions for accommodation bookings reserved with Sri U-Thong Grand Hotel Co., Ltd. through its official platform portals.

1. Scope and Language Hierarchy

1.1 Scope

This Policy applies uniformly across all standard accommodation categories operated by the Hotel, including the Heritage Series and the Premier Series.

Rate plans clearly designated as “Non-Refundable” at the time of purchase are exempt from standard refund eligibility and remain non-refundable from the moment of transaction confirmation, except where otherwise required by applicable law or approved by Hotel management as an exceptional case.

1.2 Language Hierarchy

This document is published in both Thai and English. In the event of any discrepancy, ambiguity, or conflict regarding interpretation, the Thai language version shall serve as the primary legal and structural authority.

2. Staff-Mediated Request Management

2.1 Read-Only Guest Lookup

The Platform’s guest lookup interface functions strictly as a read-only status index. Guests cannot execute direct, autonomous cancellations or amendments through the public website user interface.

2.2 How to Request an Amendment or Cancellation

To request an amendment or cancellation, the Guest must contact the Hotel directly by calling +66 (0) 35502293 or by submitting a written request from the registered reservation email address, or another email address reasonably verified by the Hotel, to reservations@sriuthonghotels.com.

2.3 Request Receipt Timestamp

Refund eligibility timelines under Section 3 will be assessed based on the first timestamped Hotel record showing receipt of the request, including email server receipt time, call log, staff-created request record, or other verifiable Hotel record, provided the Guest supplies the details reasonably necessary to locate the booking record.

3. Standard Cancellation and Amendment Windows

3.1 Full Refund Window

To receive a full refund for a standard refundable reservation, subject to Section 7, the Guest’s cancellation request must be received by the Hotel at least 1 full day before the scheduled check-in date, calculated using the Hotel’s local timezone, Asia/Bangkok, ICT, UTC+7.

Upon satisfying this timeline, the Guest will be refunded 100% of the total accommodation amount paid for the cancelled booking, including room tariff, service charge, and VAT where applicable, less any non-refundable payment gateway processing fees that were clearly disclosed before payment.

3.2 Timezone Rule and Example

All transaction boundaries and milestones are governed strictly by the Hotel’s local timezone, Asia/Bangkok, ICT, UTC+7.

For example, if the scheduled check-in date is a Friday, the cancellation request must be received by the Hotel no later than 11:59 PM ICT on the preceding Wednesday.

3.3 Late Cancellation Charge Cap

For standard refundable reservations, cancellations requested outside the standard 1-day threshold, meaning less than 1 full day prior to check-in, are categorized as late cancellations and are subject to an operational charge capped strictly at the lower of:

• the total transaction deposit collected at checkout; or
• the equivalent tariff value of the initial scheduled night’s stay, inclusive of the 10% Hotel Service Charge and applicable standard Thailand Value Added Tax.

This cap does not apply where the booking was explicitly completed under a clearly labeled non-refundable promotional rate plan, except where otherwise required by applicable law or approved by Hotel management.

3.4 Multi-Night Standard Refundable Bookings

For multi-night standard refundable bookings, the release of remaining unutilized nights due to a late cancellation does not create an additional financial penalty beyond the first-night cap stated above.

4. In-House Early Check-Out and Shortened Stays

4.1 Early Departure After Check-In

Once a Guest has checked in, voluntarily shortened stays, early departures, or unused nights are generally non-refundable, unless otherwise required by applicable law, caused by the Hotel’s inability to provide the booked accommodation, or approved by Hotel management as an exceptional case.

5. No-Show Deadlines and Inventory Release

5.1 No-Show Deadline

Secured room allocations are preserved for Guests throughout their scheduled arrival date. If a Guest fails to register at the property and does not notify Hotel staff of an operational delay by 4:00 AM ICT on the morning immediately following the scheduled arrival date, the booking state transitions automatically to a No-Show.

5.2 Inventory Release

Upon a No-Show system update, the Hotel transfers all remaining nights associated with the reservation record back to the open public room pool for distribution.

5.3 No-Show Charge Cap

For standard refundable reservations, no-show charges are strictly limited to the lower of:

• the total deposit paid; or
• the value of the first night’s room charge, inclusive of service charges and VAT.

Remaining multi-night allocations are released without additional penalty fees.

This cap does not apply where the booking was explicitly completed under a clearly labeled non-refundable promotional rate plan, except where otherwise required by applicable law or approved by Hotel management.

6. Manager Review for Exceptional Circumstances

6.1 Administrative Review

To safeguard property schedules, modification requests or exceptional cancellation requests made close to the scheduled check-in window may require administrative review by a senior manager or system administrator.

6.2 Front-Desk Approval Limits

Front-desk personnel may be required to obtain manager or administrator approval before processing late, exceptional, or penalty-affecting cancellations or amendments.

7. Payment Gateway Fees and Refund Timelines

7.1 Payment Gateway Processing Fees

Any non-refundable merchant gateway processing fees assessed by the payment provider, such as Stripe or Opn, will be explicitly disclosed to the Guest on the payment interface prior to final transaction execution.

7.2 Refund Submission Timeline

Once a qualifying refund request is approved, the Hotel will submit the refund request to the integrated payment gateway within 7 to 14 business days.

7.3 Issuer, Bank, and Payment Network Timing

The time required for the refunded amount to appear in the Guest’s account depends on the card issuer, payment provider, bank, and payment network.