1. Introduction
At Jentrola Hotels & Resorts, we understand that travel plans can change. Our cancellation policy is designed to provide flexibility while ensuring operational efficiency. This policy outlines the terms and conditions for cancelling or modifying reservations at all Jentrola properties.
Please note that specific cancellation terms may vary by property, rate type, booking channel, and time of year. The exact policy applicable to your reservation will be clearly communicated during the booking process and in your confirmation email.
2. Standard Cancellation Policy
Our standard cancellation policy is as follows:
- Flexible Rate: Cancellations or modifications can be made up to 24 hours before the scheduled arrival date without penalty. Cancellations made within 24 hours of arrival will incur a charge equivalent to one night's stay.
- Semi-Flexible Rate: Cancellations or modifications can be made up to 72 hours before the scheduled arrival date without penalty. Cancellations made within 72 hours of arrival will incur a charge equivalent to one night's stay.
- Non-Refundable Rate: These specially discounted rates cannot be cancelled, modified, or refunded. The full amount will be charged regardless of cancellation or early departure.
For reservations of more than 7 nights or for group bookings (5 or more rooms), special cancellation policies may apply. Please refer to your booking confirmation or contact our reservations team for details.
3. Property-Specific Cancellation Policies
Due to the unique characteristics of each property and seasonal demand, cancellation policies may vary across our portfolio. Properties in high-demand locations or during peak seasons may have more restrictive policies.
3.1. Resort Properties
Our resort properties typically have the following cancellation periods:
- Low Season: 48 hours prior to arrival
- High Season: 7 days prior to arrival
- Peak Season: 14 days prior to arrival
3.2. City Properties
Our city properties typically have the following cancellation periods:
- Standard Period: 24 hours prior to arrival
- High Demand Periods (major events, holidays): 72 hours prior to arrival
The specific cancellation policy applicable to your reservation will be clearly stated at the time of booking.
4. Special Event and Holiday Periods
During special events, holidays, and peak seasons, modified cancellation policies may apply. These typically include:
- New Year's Eve (December 28 - January 2)
- Valentine's Day (February 13-15)
- Major holidays (e.g., Thanksgiving, Christmas)
- Major local events specific to each destination
- Conventions and conferences
During these periods, cancellations may require 14-30 days' notice, and special deposit requirements may apply. The exact policy will be specified during the booking process.
5. No-Show Policy
A "no-show" occurs when a guest fails to arrive on the scheduled check-in date without notifying the hotel. In the event of a no-show:
- For flexible rates: A charge equivalent to one night's stay will be applied
- For non-refundable rates: The full reservation amount will be charged
- For reservations of multiple nights: The entire reservation may be cancelled and charged according to the applicable cancellation policy
If you anticipate a late arrival, please contact the hotel directly to hold your reservation.
6. Early Departure Policy
If you check out earlier than your scheduled departure date, the following policies apply:
- Flexible Rate: You will be charged for the nights stayed plus one additional night
- Non-Refundable Rate: No refund will be provided for unused nights
If an early departure is necessitated by extenuating circumstances, please speak with the hotel management who may, at their discretion, waive additional charges.
7. Modifications to Reservations
Modifications to existing reservations are subject to availability and rate changes:
- Date changes are treated according to the cancellation policy terms
- Extensions are subject to availability at the time of request
- Shortening a stay is subject to the early departure policy
- Changes to room types or number of guests may result in rate adjustments
- Modifications to non-refundable bookings are generally not permitted
8. Force Majeure
In the event of force majeure (natural disasters, government actions, civil unrest, pandemics, etc.) that prevent you from traveling or us from providing accommodation, we will work to provide reasonable solutions which may include:
- Waiving cancellation fees
- Providing future stay credits
- Rebooking for alternative dates
Such arrangements will be made on a case-by-case basis and may require documentation of the circumstances.
9. How to Cancel or Modify a Reservation
You can cancel or modify your reservation through the following channels:
- Online: Through your confirmation email or your account on our website
- Phone: Contact our central reservations at +1 (800) 555-0123
- Email: Send your request to [email protected]
- Direct contact with the property
Please have your reservation confirmation number ready. Cancellations and modifications are only confirmed once you receive written confirmation.
10. Travel Insurance
We strongly recommend purchasing travel insurance to protect against unforeseen circumstances that may affect your travel plans. Travel insurance can provide coverage for cancellation fees, travel delays, medical emergencies, and more.
While we do not provide travel insurance directly, our reservations team can provide information on third-party providers.
11. Contact Information
For questions regarding our cancellation policy or for assistance with modifying or cancelling a reservation, please contact:
Jentrola Reservations
Phone: +1 (800) 555-0123
Email: [email protected]