Terms & Conditions

1. Definitions

• "Resort": Serene Villa Hiriketiya, including all accommodations, facilities, and services
• "Guest": Any person who has made a reservation or is staying at the Resort
• "Services": All accommodations, dining, spa, recreational, and other services provided by the Resort
• "Property": The physical premises of Serene Villa Hiriketiya
• "Reservation": A confirmed booking for accommodation and/or services
• "Rate": The price for accommodation and services as quoted at the time of booking

2. Reservations and Bookings

2.1 Booking Process

• All reservations must be made through authorized channels (our website, phone, email, or approved booking partners)
• Reservations are confirmed only upon receipt of required deposit or full payment
• A valid government-issued photo ID is required for all bookings
• Credit card details may be required to guarantee the reservation

2.2 Booking Confirmation

• Written confirmation will be sent via email within 24 hours of booking
• Please verify all details in the confirmation and report any discrepancies immediately
• Booking confirmation serves as your receipt and should be presented at check-in

2.3 Minimum Age Requirement

• Guests must be 18 years or older to make a reservation
• Guests under 18 must be accompanied by a parent or legal guardian
• Additional identification may be required for verification

3. Payment Terms

3.1 Payment Methods

• Accepted: Major credit cards (Visa, MasterCard, American Express), bank transfers, cash (USD, EUR, LKR)
• Currency: All rates are quoted in USD unless otherwise specified
• Processing: Payments are processed securely through encrypted systems

3.2 Payment Schedule

• Deposit: 50% deposit required at time of booking for stays over 3 nights
• Full Payment: Balance due 14 days prior to arrival
• Short Notice: Full payment required for bookings made within 14 days of arrival
• Group Bookings: Special payment terms apply (contact us for details)

3.3 Additional Charges

• Government taxes and service charges as applicable
• Resort fees and facilities charges
• Incidental expenses (spa services, dining, activities)
• Damage or loss of resort property

4. Cancellation and Modification Policy

4.1 Standard Cancellation

• 30+ days before arrival: Full refund minus 10% processing fee
• 15-29 days before arrival: 50% refund
• 7-14 days before arrival: 25% refund
• Less than 7 days: No refund

4.2 Peak Season & Holiday Cancellation

• 45+ days before arrival: 75% refund
• 30-44 days before arrival: 50% refund
• Less than 30 days: No refund
• Peak seasons include: December 20 - January 10, April 10-20, July-August

4.3 Modification Policy

• Date changes subject to availability and rate differences
• Modifications must be requested at least 7 days before arrival
• Room category changes may incur additional charges
• Guest name changes require written authorization

4.4 Force Majeure

In cases of natural disasters, government restrictions, or other circumstances beyond our control, alternative arrangements or credit vouchers will be provided.

5. Check-in and Check-out

5.1 Standard Times

• Check-in: 3:00 PM local time
• Check-out: 11:00 AM local time
• Early Check-in: Subject to availability, may incur additional charges
• Late Check-out: Until 2:00 PM for 50% of daily rate, subject to availability

5.2 Check-in Requirements

• Valid government-issued photo identification
• Credit card for incidental charges
• Booking confirmation
• Passport for international guests

5.3 No-Show Policy

• Failure to arrive by 6:00 AM following check-in date constitutes a no-show
• No-show bookings forfeit the entire reservation amount
• Please contact us if delayed to avoid no-show charges

6. Guest Conduct and Resort Rules

6.1 General Conduct

• Respect for other guests, staff, and property is required at all times
• Excessive noise, disruptive behavior, or illegal activities are prohibited
• Guests are responsible for the conduct of their visitors
• The Resort reserves the right to refuse service or remove disruptive guests

6.2 Property and Facilities

• Maximum occupancy limits must be observed
• Smoking is prohibited in all indoor areas and designated outdoor zones
• Pool and beach safety rules must be followed
• Children must be supervised by adults at all times

6.3 Prohibited Items and Activities

• Illegal drugs and substances
• Weapons or dangerous items
• Outside food and beverages (special dietary needs excepted)
• Pets (except certified service animals)
• Professional photography without permission

6.4 Dress Code

• Restaurant: Smart casual attire required for dinner
• Spa: Appropriate spa attire and robes provided
• Pool/Beach: Swimwear and cover-ups
• Lobby/Common Areas: Casual resort wear

7. Health and Safety

7.1 Guest Health

• Guests must disclose any medical conditions that may affect their stay
• The Resort maintains first aid facilities but is not a medical facility
• Emergency medical services are available 24/7
• Travel insurance is strongly recommended

7.2 Water and Pool Safety

• Swimming is at guests' own risk
• Pool hours: 6:00 AM - 10:00 PM
• Lifeguard services available during peak hours
• Beach conditions can change rapidly - observe warning signs

7.3 Food Safety

• Please inform staff of food allergies or dietary restrictions
• We cannot guarantee complete allergen-free environments
• Outside food is not permitted due to safety regulations

8. Liability and Insurance

8.1 Resort Liability

• The Resort's liability is limited to the value of the reservation
• We are not liable for loss or damage to personal property
• Safe deposit boxes are available for valuables
• Guests participate in activities at their own risk

8.2 Guest Responsibility

• Guests are liable for damage to resort property
• Supervision of children is the responsibility of parents/guardians
• Guests must follow all safety guidelines and instructions
• Report any incidents or concerns immediately to management

8.3 Travel Insurance

We strongly recommend comprehensive travel insurance covering:

• Trip cancellation and interruption
• Medical emergencies and evacuation
• Personal property and belongings
• Activity-related injuries

9. Privacy and Data Protection

9.1 Information Collection

• We collect personal information necessary for service provision
• Data is handled in accordance with our Privacy Policy
• Security cameras operate in public areas for safety
• Guest information may be shared with authorities if required by law

9.2 Photography and Media

• The Resort may photograph public areas for marketing purposes
• Guests who prefer not to be photographed should inform staff
• Professional photography requires written permission
• Social media sharing is welcomed with appropriate tags

10. Intellectual Property

10.1 Resort Property

• All content, designs, and materials are property of Serene Villa Hiriketiya
• Unauthorized reproduction or distribution is prohibited
• Resort name and logo are registered trademarks
• Guest may not use resort branding without permission

10.2 User-Generated Content

• Reviews and feedback may be used for marketing purposes
• Social media posts about the resort may be shared
• Guests retain rights to their original content
• Offensive or inappropriate content will be removed

11. Environmental Responsibility

11.1 Sustainability Practices

• Guests are encouraged to participate in water and energy conservation
• Waste reduction and recycling programs are in place
• Beach and marine conservation rules must be observed
• Damage to natural environments may result in charges

11.2 Wildlife Protection

• Feeding or disturbing wildlife is strictly prohibited
• Coral reef protection guidelines must be followed
• Turtle nesting areas are protected zones
• Report any injured wildlife to staff immediately

12. Dispute Resolution

12.1 Complaint Procedure

• Report concerns to management immediately for prompt resolution
• Written complaints should be submitted within 24 hours of the incident
• We will investigate and respond within 48 hours
• Guest satisfaction is our priority

12.2 Legal Disputes

• Disputes will be resolved through mediation when possible
• Sri Lankan law governs all agreements and disputes
• Courts of Sri Lanka have exclusive jurisdiction
• Class action lawsuits are waived where legally permissible

13. Special Circumstances

13.1 Weather Conditions

• Outdoor activities may be cancelled due to weather
• Alternative indoor activities will be provided when possible
• No refunds for weather-related activity cancellations
• Safety is our top priority in all weather decisions

13.2 Emergency Situations

• Guests must follow all emergency procedures and evacuations
• The Resort may relocate guests for safety reasons
• Emergency contact information is required for all guests
• Communication with authorities may be necessary in emergencies

13.3 Technology Services

• WiFi and technology services are provided as amenities
• Service interruptions may occur and are not grounds for compensation
• Inappropriate use of technology services is prohibited
• Technical support is available during business hours

14. Amendments and Updates

14.1 Terms Changes

• These Terms may be updated periodically
• Changes will be posted on our website with effective dates
• Continued use of services constitutes acceptance of updated Terms
• Major changes will be communicated to guests with existing reservations

14.2 Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions will continue in full force and effect.

15. Contact Information

For questions regarding these Terms and Conditions, please contact us:

16. Acknowledgment

By making a reservation or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. You also confirm that you have the authority to agree to these Terms on behalf of all guests in your party.

Thank you for choosing Serene Villa Hiriketiya. We look forward to providing you with an exceptional resort experience.