Cancellation Policy

Cancellation Policy

Last Updated: January 1, 2025

Standard Reservations

For standard room reservations at our casino hotel:

  • Free cancellation up to 72 hours before check-in
  • 50% charge for cancellations within 48-72 hours
  • Full charge for cancellations within 48 hours
  • No-shows will be charged for the entire stay

Suite Reservations

For luxury suite bookings:

  • Free cancellation up to 7 days before check-in
  • 50% charge for cancellations within 4-7 days
  • Full charge for cancellations within 4 days
  • No-shows will be charged for the entire stay

Group Bookings

For groups of 5 rooms or more:

  • Free cancellation up to 30 days before check-in
  • 25% charge for cancellations within 15-30 days
  • 50% charge for cancellations within 8-14 days
  • Full charge for cancellations within 7 days

Special Events & Peak Seasons

During special events or peak seasons:

  • Non-refundable deposit required at booking
  • Full payment required 14 days before check-in
  • No refunds for cancellations
  • Date changes subject to availability and fees

VIP Casino Packages

For premium casino hotel packages:

  • 50% deposit required at booking
  • Free cancellation up to 14 days before arrival
  • 50% charge for cancellations within 7-14 days
  • Full charge for cancellations within 7 days

Force Majeure

Special considerations for cancellations due to:

  • Severe weather conditions
  • Natural disasters
  • Government travel restrictions
  • Other extraordinary circumstances

Each case will be reviewed individually with documentation required.

Modification Policy

  • Date changes possible subject to availability
  • Rate differences may apply
  • Modification fees may apply within cancellation period
  • All changes must be made in writing

Refund Process

  • Refunds processed within 7-10 business days
  • Returned to original payment method
  • Credit card refunds may take 3-5 business days to appear
  • Bank transfer refunds may take 5-7 business days

Contact Information

For cancellations or modifications, please contact:

Reservations Department
Ontavuck: Celestine Mirage
Cloud City Airspace
Email: [email protected]
Phone: 1-800-555-1242