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