USER AGREEMENT

Access to and use of this website is conditional upon your acceptance of these terms and conditions. Please read the following terms and conditions closely before using our website. If you do not agree with any part of these terms and conditions, you must not use this website.

Any use of the www.serendibhotels.com website, or written communication with Serendib Hotels and Resorts, for the purposes of travel arrangements, confirms that you are aged 18 or over and that you have read and fully accept these terms and conditions. These terms and conditions are devised for the protection of all parties.

BOOKING CONDITIONS

Customers are responsible for reading the terms and conditions including booking conditions which are available at www.serendibhotels.com/terms-and-conditions. You agree to abide by the terms or conditions of purchase imposed by Serendib Hotels and Resorts with whom you elect to deal. You understand that any violation of any such conditions of purchase may result in cancellation of your reservations or purchases, in your being denied access to any hotels, and in your forfeiting any monies paid for such reservations or purchases, and Serendib Hotels debiting your account for any costs we incur as a result of such violation. You will be completely responsible for all charges, fees, duties, taxes, and assessments arising out of your use of this website, and, without limitation, you will be responsible for all charges, fees, duties, taxes, and assessments arising out of transactions performed by others on your behalf, whether or not such uses were performed with your consent.

With respect to hotel reservations and ground arrangements made directly through this website, your reservation will become confirmed once you have sent an on-line confirmation and provided your credit card details, and paid the total amount due in full or any required deposits and when we acknowledge receipt of your full payment OR deposit. In some cases an initial non-refundable deposit may be charged.

BOOKING YOUR STAY

A booking is accepted only after we receive written confirmation from you along with full payment or a non-refundable deposit of 50% of the value of the booking. (This may be waived solely at the discretion of Serendib Hotels and Resorts.)

For booking made via our Internet Booking Engine the full payment or for email inquiries, the full payment or payment of a deposit or your written confirmation will indicate an acceptance of these terms and conditions by you.

FINAL PAYMENT

If balance of payment is due for your booking, the balance payment must be paid by you before check in and use of hotel facilities.

PRICE POLICY

The price of Your Travel Arrangements is subject to the possibility of changes and surcharges beyond the control of us and may occur because of governmental action, currency exchange rate fluctuation and increases in suppliers’ prices as an example. If the price of booking is increased by any matters outside our control then you must either pay the additional price to us when we request it or cancel the booking in accordance with these booking Conditions.

BOOKING CONFIRMATION

If booking is made through the internet payment gateway

Please do not reply to your auto generated booking confirmation email. Should you like to contact us regarding your reservation please email us on sales@serendibhotel.com and mention your booking reference number, including name, dates and the hotel and you can also call us on +265996 99922

RATES

Each section may have different rate structures depending on the offers available and the guest will be able to make a reservation depending on whether all the criteria’s of the booking conditions are met. If all the requested criteria’s are not met, Serendib Hotels and Resorts has the liberty to request the guest to amend the reservation or cancel the reservation. Different rate categories are listed on the online booking engine, regardless of the currency it is listed under or/and the offer(s) available is subject to change at the discretion of Serendib Hotels and Resorts.

PAYMENT AND CANCELLATION POLICY

While we will use our best endeavors to provide all travel arrangements as confirmed, reasonable changes in the travel arrangements may be made after notifying.

Cancellation Policy for Normal Bookings Payment – 50% of the payment must be made at the time of the confirmation of the booking. The balance of 50% to be paid 7 days before commencement of the booking event.

Cancellation – Cancellation made by providing 48 hours prior notice to arrival, cancellation fees will be waived off, the booking can be rescheduled for a future date, and the subsequent advance payment can be assigned toward the future booking. Cancellation with less than 24 hours’ notice will incur a 100% cancellation fee for the booking value for the first day/night.

No Show – In the event of a “no show”, the cancellation policy above will be applicable.

CHANGES TO THE BOOKING

Transfer between Serendib Hotels

In case you wish to change your existing booking to another Serendib Hotel, you’re entitled to transfer the full sum of money towards the new booking and pay the balance. You may mail your changes to sales@serendibhotel.com should you require such a service. Sorry we will not be able to refund any excess money, instead you will be entitled to utilize against extra expenditure at the hotel during your stay.

If the reservation amount is less than the rate of the Serendib Hotel you wish to be transferred too, then the balance payment must be done before departure [exceptions made are at the sole discretion of Serendib Hotel]

Transfer of bookings among hotels is subject to availability.

DATE CHANGES

If you wish to change the date of reservation, it can be done so by sending a mail to sales@serendibhotel.com.If the online rate for the alternate reservation date(s) is less than the original rate, the excess money can be utilized against extra expenditure at the hotel during your stay. If the online rate for the alternate reservation date(s) is higher than the original rate, the balance must be paid by you before departure.

Date changes will be done subject to availability.

AIRPORT TRANSFERS

Airport Transfers can be arranged at favorable rates. We would require your confirmed flight details to arrange and confirm airport transfers and rates for the same. Please send the details to sales@serendibhotel.com or to the reservation mail address of the respective Serendib Hotel.

OVERBOOKING TRANSFERS

In the case where the hotel is overbooked we will request to transfer your booking to a similar or higher category hotel.

You may agree to be transferred or you may cancel the booking. If you agree to be transferred, then we will do so to the best of our ability and without any additional cost. If you wish to cancel the reservation at this point, we will do so without any penalties and refund the full amount (minus any bank charges)

BOOKING (RESERVATION) DISPUTES

If a dispute arises with regard to a reservation made with any Serendib Hotel or a hotel managed by Serendib, then Serendib Hotels has the sole authority to cancel the reservation by informing the guest via email. The reservation amount will be refunded in full minus any bank charges to the credit card of the guest.

HEALTH, PASSPORT AND VISAS

It is your responsibility to ensure that you and other members of your party obtain the right inoculations and medical advice before you travel. Similarly, it is your responsibility to ensure that you and other members of your party have correct and valid passports, visas and have conformed to all other requirements pertaining to your travel arrangements before the visiting Serendib Hotels and Resorts.

Should you require assistance on this matter we will be pleased to make recommendations. We will not be held responsible for you travelling without the correct travel documents.

INTERNATIONAL AND DOMESTIC AIR BOOKING

Reconfirmation of flight bookings is your responsibility. As Travel Arrangements may be booked to connect with international and domestic air flights it is Your or the travelers responsibility to keep us updated as to flight times and numbers.

RESPONSIBILITY

We will only accept liability for incidents that arise as a direct result of our proven negligence, or that of our suppliers, in respect of arrangements forming part of your holiday itinerary, in cases where all your holiday accommodation and transfers are arranged by us for the entire extent of your stay. This applies to illness, injury and/or death.

Serendib Hotels and Resorts cannot be held responsible for the failure of any component of the holiday for which we do not have direct responsibility. This includes any difficulty in finding hotels if customers choose to arrange their own transport.

There are circumstances where it is impossible to full fill the contract as a result of war, the threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disasters, fire or adverse weather conditions and all similar events outside our control. In these circumstances we shall not be liable for compensation where we are forced to cancel, delay, curtail or change your reservation in any way or where our performance of the contract is affected or prevented.

We assume no responsibility for any loss, damage to baggage, property or for injury illness or death or for any damages or claims however so caused arising directly or indirectly from accidents, loss or damage to person or property, delays, transport failures, strikes, war, force majeure, Acts of God etc. or any other loss arising from or pursuant to Your Travel Arrangements.

We accept responsibility for ensuring the holidays which you book with us are supplied as described and that the services we are contractually obliged to provide are to a reasonable standard.

There may be instances where alternative accommodation or services may need to be provided, in such instances we will ensure this is of a similar or superior standard.

BREAKAGES AND DAMAGES

You will be responsible for any breakages, losses or damage caused by you or a member of your party during your stay in the accommodation. It is your responsibility to put right the damage or to make full payment to the hotel before departure and to indemnify us against any losses, damages or claims made against us.

BEHAVIOR

You are responsible for compliance with all relevant regulations governing carriage by air or any other mode of transport and your stay during your holiday. If in the opinion of our suppliers/service providers and/or guide representative your behavior is disruptive or causing distress, injury or danger to other clients, our staff or any other third party, your reservation may be terminated and we shall not be responsible for any costs or claims that are incurred.

ARBITRATION

When your booking is confirmed with us, a contract between Serendib Hotels and Resorts. and / or you is constituted. That contract and these Booking Terms and Conditions shall be governed in all respects by the laws of Malawi.

COMPLAINTS

We would wish to resolve amicably any reasonable complaint that we receive relating to the standard of service or accommodation arrangements.

If your complaint cannot be resolved locally you must follow this up by writing a formal complaint letter to us within 28 days of your return home incorporating all other relevant information. It is a condition of this agreement that you communicate any problem relating to the standard of service or accommodation arrangements to the relevant authority at the Serendib Hotel you will be staying in. If still not resolved then follow this up with a written complaint. If you fail to follow this simple procedure we cannot accept responsibility as we have been deprived of the opportunity to investigate and rectify the matter.

EXCLUSION OF LIABILITY

Serendib Hotels does not guarantee that all information available is free from errors or omissions but we will use all reasonable endeavors to correct any errors or omissions once notified of them. Our opinions are our own. Whilst we rigorously strive for accuracy, these opinions are necessarily subjective to some degree.

All recommendations, opinions expressed and prices regarding properties and/or destinations displayed are provided for guidance only. You agree as the user that the use of, or reliance upon, any of the content of the Serendib Hotels website, and in particular any content recommending any hotel, product or service, is done entirely at your risk. Our website may contain links to websites operated by parties other than the Serendib group. Those links are provided to you for your reference and convenience only. We do not own or control the content of those websites and are not responsible for their content or your use of them.

We have endeavored to portray and describe each hotel and/or service as best we can and also to provide the most up to date information through our website and other communications with you to the best of our knowledge.

We cannot be held liable for any discrepancies or differences that might arise between the content of our website (text, images etc.), and any other 3rd party websites.

INFORMATION PROVIDED BY YOU

All information provided by you should be true and accurate. We will treat it confidentially and not forward it to any third party. We have a strict anti-fraud policy and take responsible steps to protect personal information such as credit card details.

ELECTRONIC COMMUNICATION

You communicate with us electronically whenever you visit our website or send emails to us. You consent to receive communications from us electronically and by fax. You agree that all notices, disclosures, agreements and other communications that we provide to you electronically or by fax satisfy any legal requirements that communications be in writing.

Serendib Hotels and Resorts accepts no liability for any virus or any other type of electronic infection that may be transferred through the site. Under no circumstance will we be liable for any loss or damage caused by a user’s reliance on information obtained through this site.

COPYRIGHT

The copyright and all other Intellectual Property rights in all of the material on this website are owned by Serendib Hotels and Resorts. Copying of any part for commercial or business use is strictly prohibited.

GOVERNING LAW AND JURISDICTION

These terms and conditions are subject to the Laws and the Jurisdiction of Malawi.