Guest Reservation & Online Booking Terms and Conditions

Effective Date: July 5, 2026
Version: 1.5 (Final Approved Production Master)

Corporate & Operator Details

This Platform and Internet Booking Engine (the “IBE”) are operated by Sri U-Thong Grand Hotel Co., Ltd.

Physical & Registered Business Address: 19 Nang Phim Road, Tha Phi Liang Sub-district, Mueang Suphan Buri District, Suphan Buri 72000, Thailand

Business Registration / Tax ID Number: 0723545000609

Telephone Support Contact: +66 (0) 35502293

Privacy & Booking Support Contact: reservations@sriuthonghotels.com

1. Scope, Language Hierarchy, and Applicability

1.1 Contractual Parties

These Reservation & Online Booking Terms and Conditions (the “Terms”) govern all online paths and reservation entries made via the IBE hosted at book.sriuthonggrand.com and the public storefront sriuthonggrand.com (collectively, the “Platform”). By using the Platform, the Guest agrees to these Terms as they apply to Platform use. A confirmed accommodation reservation is formed only when the booking is confirmed in accordance with Clause 2.2.

1.2 Rate-Plan Hierarchy

These Terms apply globally to all room inventory tiers. Specialized Promotional Rates, Corporate Partner Rates, Online Travel Agency (OTA) channels, or Event/Banquet Packages may feature specific alternative rules that supplement or override sections of these Terms. In the event of an explicit conflict between these standard Terms and a clearly disclosed promotional rate policy, the specific rate policy shall prevail.

1.3 Language Hierarchy

These Terms are published in both Thai and English. To the maximum extent permitted by applicable law, in the event of any discrepancy, ambiguity, or inconsistency between the English translation and the Thai language text, the Thai version shall serve as the primary legal and interpretive authority.

2. Electronic Reservation Mechanics & Transaction Protection

2.1 The 35-Minute Inventory Hold

Selecting a room tier initializes a secure database reservation hold (“Hold”) for a maximum duration of 35 minutes. This framework is implemented to maintain inventory availability, prevent overbookings, and guard against automated site scrapers.

The Guest must complete payment authorization via our integrated payment gateway before this 35-minute window expires.

If the secure transaction sequence is not finalized within this timeframe, the inventory hold will release automatically, and the unreserved rooms will return to the public booking matrix.

2.2 Operational Confirmation

For operational and evidentiary purposes under the Thai Electronic Transactions Act B.E. 2544 (2001), a reservation is recognized as confirmed when the Platform emits an authorized booking confirmation record following transaction verification. The Platform will immediately transmit a structured booking confirmation receipt containing a unique alphanumeric reservation reference code (e.g., [R-XXXX]) to your verified email address.

2.3 Payment-Success Safeguard

If funds are successfully debited or authorized by the payment gateway (e.g., Stripe or Opn) from your account, but the Platform fails to generate a confirmation receipt due to a network delay, system disruption, or webhook delivery failure, the Guest will not be penalized. In such circumstances:

The Hotel will manually confirm the intended booking if the inventory category remains open; or
If the inventory category has filled during the system delay, the Hotel will provide an equivalent or higher room upgrade, or return the full debited amount to the Guest through the original payment channel.

2.4 Data Minimization and PDPA Integrity

Upon expiry of an unpaid Hold, the Platform releases inventory automatically and deletes, anonymizes, or minimizes temporary personal data that is no longer necessary for fraud prevention, payment reconciliation, system security, audit history, or legal compliance, in accordance with the Thai Personal Data Protection Act B.E. 2562 (2019) and the Hotel’s Privacy Policy.

3. Rates, Transparent Pricing, and Tax Structures

3.1 Currency Settlement

All rates, fees, and ledger calculations are handled in Thai Baht (THB). Indicative currency conversions provided during browsing paths are non-binding estimates. The Hotel is not liable for international transaction fees, processing surcharges, or foreign exchange rate variations applied by your issuing bank or payment network.

3.2 Transparent Pricing Breakdown

To support transparent pricing principles under Thai consumer protection frameworks, the Platform guarantees full visibility of all core elements before the Guest commits to payment. The checkout interface dynamically itemizes and displays:

The baseline room night tariff.
A ten percent (10%) Hotel Service Charge, applied as a component of the Hotel’s commercial pricing strategy.
The mandatory Thailand Value Added Tax (VAT), calculated in accordance with Thai tax law (effectively matching the standard regulatory rate of 7%).
The final total payable amount in THB.

4. Hotel Baseline Hospitality Policies

4.1 Check-In and Check-Out Times

Standard Check-In: Guest registration and room access availability begins at 12:00 PM (noon) ICT.

Standard Check-Out: Guests must vacate their rooms and finalize their status at the front desk before 12:00 PM (noon) ICT. Extensions are subject to inventory availability and operational fees. Any late check-out fee will be disclosed by the front desk before the Guest confirms the extension.

4.2 Child and Extra Guest Policy

Children aged 7 years old and under (0–7) stay free of charge when sharing existing bedding configurations with registered adults.

Individuals over 7 years of age are classified as adults under room occupancy regulations and are subject to standard room tier pricing variations or extra bedding charges.

4.3 House Rules and Premise Frameworks

Pet Policy: Pets and animals are not permitted on hotel premises, except for service animals or other cases required by applicable law or approved by Hotel management. Guests are encouraged to notify the Hotel before arrival where possible.

Hazardous Materials: The storage, ignition, or deployment of firecrackers, fireworks, or flammable explosive materials is completely banned on all hotel property.

Alcohol Consumption: Consumption of alcohol in public areas, corridors, lobby areas, meeting areas, restaurants, and other common areas is restricted to beverages purchased from the Hotel or approved by management under corkage arrangements.

5. Cancellation, Amendment, and Refund Procedures

5.1 Staff-Mediated Cancellation Requirements

The Platform’s guest lookup interface provides a read-only booking status summary and does not permit direct guest-side cancellation or modification. To request an amendment or cancellation, the Guest must contact the Hotel directly by telephone or by submitting a written request from the registered email address, or another email address reasonably verified by the Hotel, to reservations@sriuthonghotels.com.

5.2 Standard Cancellation Window

To receive a full refund for a standard refundable reservation, subject to Clause 5.4, 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. For example, if check-in is scheduled for a Friday, the cancellation request must be received by 11:59 PM ICT on the preceding Wednesday. The Hotel may require reasonable identity or booking verification before processing the cancellation, but refund eligibility will be assessed based on the timestamp when the cancellation request was first received, provided the Guest supplies the information reasonably required to identify the booking.

5.3 Late Cancellation Charge Cap

Cancellations requested outside the standard 1-day window may result in a late cancellation charge. This fee is strictly capped at the lower of: (a) the deposit paid; or (b) the cost of the first night’s room charge, inclusive of applicable service charge and VAT, unless the booking was explicitly completed under a clearly labeled non-refundable promotional rate plan.

5.4 Payment Gateway Processing Fees

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

5.5 Manager Review for Late or Exceptional Cancellations

Cancellations or amendments requested close to the scheduled check-in time may require manager or administrator review before approval, especially where charges, refunds, room release, or operational exceptions are involved.

5.6 Refund Timelines

Once a qualifying refund request is approved, the Hotel will submit the refund request to the payment gateway within 7 to 14 business days. The exact time required for the credit to appear on the Guest’s statement depends on the processing cycles of the card issuer, payment provider, or financial institution.

6. No-Show and Late Arrival Management

6.1 Automated Rollover Clock

To protect open property distribution pipelines, rooms are secured for Guests throughout their scheduled arrival date. If a Guest fails to check in at the property and does not notify the property of a late arrival by 4:00 AM ICT on the morning following the scheduled arrival date, the reservation status will transition automatically within our system to a No-Show.

6.2 Inventory Handling and No-Show Caps

Following a No-Show system change, the Hotel is not required to continue holding the room for the remainder of the reservation timeline, and the room inventory is released back to the public pool. In compliance with the Thai Civil and Commercial Code regarding proportional damage assessments, the no-show charge is strictly limited to the first night’s room charge or the deposit paid, whichever is lower, unless the reservation was purchased under a clearly marked non-refundable rate plan. For multi-night standard refundable bookings, release of remaining nights does not create an additional charge beyond the no-show cap stated above, unless a clearly marked non-refundable rate applies.

7. Dynamic Room Allocation

7.1 Tier and Amenity Guarantee

The Hotel guarantees to deliver the specific room type, tier category, bedding configuration, view category, and core amenities selected by the Guest at checkout.

7.2 Operational Room Assignment

The Hotel retains the operational right to assign or change the specific physical room number allocated to the guest within the selected tier or a higher category. This optimization allows the Hotel to reconcile booking calendar gaps.

7.3 Exclusion for Explicitly Sold Room Inventory

Where a specific physical room number is expressly sold as the primary product—such as the premium Grand Residence 1610—the Hotel will treat that specific room assignment as guaranteed. It will not modify the allocation unless an operational emergency occurs or the Guest provides consent.

7.4 Guest Remedies for Inventory Inability

In the rare event that the Hotel cannot provide the booked room type or a higher equivalent category due to unforeseen operational conflicts or force majeure events, the Guest retains the right to select one of the following remedies:

Accept a lower available room category accompanied by an immediate price adjustment refund covering the tariff difference;
Select alternative stay dates subject to availability adjustments; or
Cancel the reservation completely and receive a full refund for the affected portion of the stay.

8. Physical Check-In and Incidental Deposits

8.1 Identification and Immigration Reporting

The primary Guest or at least one authorized staying adult must match the booking record or provide a booking authorization acceptable to the Hotel. To comply with Section 38 of the Thai Immigration Act B.E. 2522 (1979) for TM30 immigration filings, all staying guests must present a valid, unexpired national identification card (for Thai citizens) or an original international passport (for foreign nationals) upon arrival.

8.2 Incidental Security Deposits

To cover potential room damage or incidental room service consumption, the Hotel requires a temporary security deposit at check-in. The typical incidental deposit range is THB 500–THB 2,000 per room, subject to room type, length of stay, and payment method.

Cash Deposits: Returned in full at check-out immediately following a successful physical room inspection, minus any verified charges.

Credit Card Authorization Holds: Released by the Hotel system at check-out. The Guest’s issuing bank may take additional business days to clear the hold from the available balance.

8.3 Onsite Charges Settlement

All extra-person or extra-bed fees will be clearly displayed in the room details or checkout page. If a Guest arrives with more occupants than permitted by safety parameters, the Hotel may require the booking of an additional room. All auxiliary charges or onsite incidentals incurred during your stay cannot be processed via the online IBE and must be settled directly at the front desk before check-out.

9. Governing Law and Resolution of Disputes

9.1 Applicable Law

These Terms, the use of the booking platform, and any electronic accommodation contracts formed hereunder shall be governed by, and construed in accordance with, the laws of the Kingdom of Thailand.

9.2 Jurisdiction and Statutory Consumer Rights

Subject to mandatory consumer protection, data protection, and procedural laws, any dispute or claim arising out of these Terms shall be submitted to the competent Thai courts. Nothing within these Terms limits, restricts, or waives the Guest’s statutory right to contact or submit consumer complaints to the Office of the Consumer Protection Board (OCPB), data privacy complaints to the Personal Data Protection Committee (PDPC), or to pursue established payment provider dispute resolution mechanisms.