Cancellation Policy

Any cancellation of a booking/reservation should be informed to us by way of a written notice of cancellation sent by email addressed to info@tropicalhouse.lk.

Cancellation of General Bookings

• With regard to cancellations received between 15 to 30 (inclusive of the 15th day and 30th day) days prior to the proposed check-in date, we will be retaining 50% of the paid amount.
• With regard to cancellations received on the check-in date or ancellations received with less than 14 days’ notice (inclusive of the 14th day) from the proposed check-in date, we will be retaining 100% of the paid amount.
• No cancellation charges will be applicable if cancelled 30 days prior to the proposed check-in date.

Cancellation during Peak Period (January to April / August to December)

Individual Bookings - With regard to cancellations received with 90 days’ (inclusive of the 90th day) or less notice, we will be entitled to retain the full payment.

Group Bookings - A reservation consisting of more than 4 rooms is deemed to be a ‘group booking’ for the purpose of this clause. With regard to group bookings, we will be entitled to retain the full payment if the cancellation is received with 90 days’ (inclusive of the 90th day) or less notice.

Child Policy

• Children up to and including 2 years will be entitled to stay in parent’s room, free of charge.
• Children between 3 to 11 years: Children who falls within this age group will be entitled to share the room with parents. However, we will be charging US$ 25 nett per child (per day) on arrival.
• Children of 12 years or above: Children who falls within this age group will be considered as adults for the purpose of this clause and will be charged US$ 50 nett per child (per day) on arrival.
• Maximum number of children sharing the room with parents will depend on the room type. All children's charges will be collected at the time of confirmation of the booking.

Early Arrivals And Late Departures

Our check in time is 14:00 pm and check out time is 11:00 am. If you expect to arrive early in the day and would like immediate access to your room, we recommend booking the room for the prior night to guarantee immediate access. Similarly, for late departures, reserving an additional night will guarantee access to your guest room until you depart. If you choose not to reserve, we will be glad to store your bags.

Visa, Health, Travel Advisory And Insurance

It’s your responsibility to ensure that you and members of your group possess valid passports and a visa prior to travelling. You are also responsible for obtaining necessary inoculations, medical advice and travel advice from the relevant authorities. Furthermore, it is your responsibility to procure necessary and adequate travel insurances at your own cost.

Breakages And Damages

In the event the hotel premises are destroyed or damaged (wholly or partly) by you and/or the members of your group during your stay in the hotel, you shall be responsible for such breakages, losses or damage. Without prejudice to any other rights or remedies that we may have by reason of this Agreement or as otherwise provided by law, you are liable to make a full payment to cover such breakages and damages (in an amount determined by us at our sole discretion) to the hotel before departure and shall be liable to indemnify us against any losses, damages or claims made against us, as a result of such damage or breakage.

Behaviour

You are required to observe the rules of morality, cleanliness, politeness and courtesy which is reasonably expected from a guest. Furthermore, you are responsible for compliance with all relevant laws and regulations governing mode of transport and your stay in the hotel. If we are in the opinion that your behavior is improper (such as, making of unreasonable noise or coarse or offensive utterance, gesture or displays), disruptive or causing distress to others (including without limitation, other guests, service providers etc.), your reservation may be terminated and we shall not be responsible for any costs or claims that are incurred.

Complaints

We will use our best endeavors to resolve any reasonable complaint that we receive regarding our services. You are required to communicate your complaints regarding our services to our Manager prior to check-out, who will use his/her best endeavors to solve the matter within a reasonable time period. If your matter is not resolved within a reasonable period, you must make a written complaint via email addressed to info@tropicalhouse.lk within twenty-eight (28) days from your check-out date, with all relevant information. We will thereafter use our best endeavors to resolve your matter within a reasonable time period, after carrying out necessary investigations