WELCOME TO AVANA HILLS
It is of great pleasure to welcome you as our guests. Welcome to Avana Hills Properties – redefining vacation places as your home. Therefore, our home is your home. It is our sincere interest that your stay with us is a satisfactory one. We are very much eager to assist and help you to make your stay as one of your best experiences. Hence, we provide the following guidelines to help your stay a pleasant one.
HOTEL VOUCHER
Upon completion of your reservations, please provide your email address immediately for us to send you the official Hotel Voucher, for Boracay Properties, the Department of Tourism Accreditation Hotel Voucher that is needed at Caticlan JT Port or Tabon Port for you to be granted to enter Boracay. For Boracay and Tagaytay Properties, the Official Hotel Voucher serve as your check in pass. You cannot check in without the said Hotel Voucher. Booking channels or online booking engine confirmations are not recognized as finalization of your booking unless it is supported by the Official Hotel Voucher sent to you via email.
BOOKING CANCELLATION AND AMENDMENT POLICY
1. Cancellation and Refund Schedule30+ Days Prior to Arrival:
a) Cancellations made thirty (30) days or more before the scheduled arrival date qualify for a full (100%) refund.
b) 15 to 29 Days Prior to Arrival: Cancellations made between fifteen (15) and twenty-nine (29) days before the scheduled arrival date qualify for a fifty percent (50%) refund.
c) Within 14 Days of Arrival: Cancellations made fourteen (14) days or fewer prior to the scheduled arrival date are strictly non-refundable.
2. No-Show Policy Same-Day Cancellations:
a) Cancellations made on the scheduled date of arrival will be classified as a "No-Show. "Forfeiture: All No-Shows result in the immediate forfeiture of the total booking amount. No refunds or credits will be issued.
3. Reductions in Guest Count (Shortened Pax)
a) Post-Finalization Changes: The total guest count (pax) is deemed final once the booking configuration is confirmed.
b) Non-Refundability: No refunds, partial credits, or rate adjustments will be granted for any reductions in guest count made after this finalization.
RESERVATION AMENDMENT AND DATE CHANGE POLICY
1. General Modification Terms
a) Rate Adjustments: All approved date changes are subject to the prevailing rates of the newly requested dates. If the daily rate for the new dates exceeds the original booking rate, the guest must pay the price difference. If the new rate is lower, no partial refunds or credits will be issued.
2. Modification Time frames and Restrictions
a) 60+ Days Prior to Arrival:
Guests may request to change their reserved arrival date without penalty or restrictions.
b) This is subject to the Rate Adjustments clause stated above.
35 to 59 Days Prior to Arrival: Date change requests will be evaluated and may be granted subject to availability. The modified booking must maintain an equal or greater number of nights than the original reservation.
c) Within 34 Days of Arrival: No date changes, modifications, or rescheduling requests will be accepted.
3. Unauthorized Modifications
a) Any modification initiated by the guest within thirty-four (34) days of the scheduled arrival date will be classified as a cancellation.
b) Consequently, the terms of the Booking Cancellation and No-Show Policy will strictly apply.
OCCUPANY, CHILDREN, AND THIRD PARTY CHANNEL POLICIES
1. Declared Children and Infants Policy Base Pricing:
a) Reservation rates are strictly calculated based on the total number of paying adults.
b) Complimentary Status: Children aged seven (7) years and below, including infants, are accommodated free of charge, provided they share existing bedding with a paying adult.
c) Exclusions for Complimentary Guests: Complimentary accommodations for children do not include separate bed allocations, daily breakfast, or designated towel provisions.
d) Upgrades to Paid Status: To secure a dedicated bed, standard breakfast provisions, and full towel amenities for a child, they must be registered as a paying adult at the time of booking.
2. Third-Party Booking Channels (OTAs) Platform Exclusivity:
a) For reservations made via online travel agencies (including but not limited to Airbnb, Booking.com, Agoda, Expedia, and VRBO), all cancellation, modification, and rebooking requests must be initiated directly through the respective platform.
b) Policy Precedence: The property strictly adheres to the specific cancellation and modification terms outlined by the booking channel utilized.
c) Right of Final Approval: The property reserves the right to issue final approval, rejections, or alternate recommendations regarding any channel-mediated guest requests.
d) Refund Processing and Disbursement: All authorized refunds for channel bookings are processed and disbursed exclusively by the respective platform. The property does not issue direct refunds to guests for these bookings, as channel payouts are normally remitted to the property's authorized account fifteen (15) to twenty (20) days following the guest’s scheduled check-out or departure date, and remain strictly subject to internal verification and validation.
UNIT/ROOM FEATURES
The property reserves the right to change unit/room features such as but not limited to decorations, furniture, facilities and design specially if it does affect the safety and wellbeing of the guest. Thus, instances may occur that photos might appear different from the actual features. Furthermore, the property reserves the right when to set ample time to update the changes of feature, description and photos.
OCULAR INSPECTION
Please be informed that we allow ocular inspection upon request and only maximum of 2 persons. One male and one female or two females are only allowed to get in and see the premises. For security reasons, no two males allowed to do ocular inspection. To qualify to do the ocular, it must be that the requesting party had finalized reservations with the property at least one month before the actual arrival date. This will allow you to modify your reservations if in case you don’t like the property. There will be no ocular inspection permitted if it is within 1 month before the arrival date.
CHECK IN PROCEDURES
Please submit copy of the Official Hotel Voucher emailed to you during the reservations. This will serve as your pass for check in both in Boracay and in Tagaytay Properties, and in Boracay Property, this voucher will serve as your credential to be permitted to enter Boracay. Paid number of guests and their corresponding declared dependents are the only allowed to check in and enter the premises. Please take note that the Host is constantly monitoring the number of persons going in and out of the property. Please don’t hesitate to ask the Host any information needed during your stay. Standard Check in time is 2PM and Check out time is 11AM.
CHECK OUT ARRANGEMENTS
Check out time is strictly until 11 AM only. Please return your borrowed items based on the receipts at least before 10 AM. Kindly allow the Host to check the premises, facilities and rooms before checking out. Please settle availed incidental services and or charges ahead of time. Please surrender your key to the Host.
EARLY CHECK IN & LATE CHECK OUT REQUESTS
Early Check In & Late Check Out can be requested and will be determined only 2 days before the actual arrival dates. These requests must not be the basis neither the picking of choice of doing booking confirmation. The management have to determine before granting the request if there are still in-housed guests or upcoming arrivals that might be affected in lieu to the request. Request for early check in and late check out is always subject for approval and always based on the frequency of other arriving guests. Should there still in-housed guests and there will be arriving guests on the requested date, there will be no early check in and late check out be granted
MEALS
Our Boracay Property provides free breakfast at Café Avana from 7am to 9am applicable on certain Promo Only and can only be availed at the designated location and guests will be notified upon check in. Breakfast is not included in all regular rates. There will be no room service for food and beverages available for a serviced apartment.
PARKING
Our Tagaytay Property has a parking space in front of the Villa, however as of this time, indoor parking is not yet available. The allowable number of vehicles to park is maximum of 3.
WIFI & INTERNET
Avana Hills Boracay is well equipped with FREE Wifi using Globe ISP with the speed of 100mbps. Avana Hills Tagaytay is well equipped with FREE Wifi using Globe ISP with the speed of 100mbps.
OFF LIMIT AREAS
The main kitchen is usable for our guests upon asking permission. The utensils are locked therefore we ask help from you to inform our Host for whatever use of utensils. The Host will let you sign a Borrow Receipt on specific items. You must surrender 1 hour before check out all borrowed items.
WASH CAUTION
In Boracay property, there will be designated wash area and please do so before entering your units. This arrangement can able you to help us in maintaining the functionality of our sewerage system and avoid your units to clog. Please take note that upon swimming and walking in the beach there might accumulate sands in your robes and footwears. Please do not wash your beach and footwears in your bathrooms.
SMOKING
Consideration has been applied to non – smoking guests whether on medical or reason of personal preference, therefore the whole property is a non-smoking place to stay. Should you have urge to smoke, designated areas have been placed in the property. The Host will advise you the location.
PARTIES & EVENTS
The property has allowed a small intimate family party on the designated area. You must inform the Host upon check in. Should you want to make a pre-arranged event or parties, you have to inform us during the reservations. We suggest that you must hire an event host or caterer because our utensils and items for function is limited only. We can help you find a caterer. If you bring your own caterer, all items of your function or events must be provided by the caterer.
VISITORS – DAY PASS
For your security and protection of the property, only the registered and paid number of guests together with the manifested dependents are the only allowed to stay in the property. Please be informed that the Host will monitor the number of guests and there should be no visitors allowed during your stay. Upon check out, Host will inspect the number of guests. Visitors that will sleep over will be charged with per person per night accordingly using the extra person rate of the billeted property. For Tagaytay property, if there will be part of the company staying in nearby properties that need to join for an event inside the Villa, there will be a “Day Pass” cost of P400 per person for maximum of 8 hours from 10am to 6pm. If “Day Pass” will be availed on the first day, the user will join the check in of the billeting guests at 2PM and must out the property at 6PM. In this case the “Day Pass” will be charge only for P300 for the usage from 2pm to 6pm. Day Pass Holder can use the facilities inside the property. Day Pass should be booked and paid at least 72 hours prior to the scheduled date. Day Pass holder must submit a copy of a valid government ID for verification purposes. There will be no entry of the Day Pass earlier than 10am and must leave the property at exactly 6pm.
NOISE AND NEIGBORHOOD
Loud voice and music should be on the limit. Some of our property have Karaoke facilities but it is strictly until 10 PM only due to the local laws. In other properties, certain floor levels have another occupant, thus they will be your neighbors and thus they will also must show consideration by keeping quiet when you’re around. There are circumstances that the property has no control specially any noise of nature like cockcrows, birds call, and any other animal’s noise that sometimes happened at dawn in which location is out of the territorial boundaries of the property. In some property, there are part of neighborhood that still burns dry leaves and trash, if you can smell something that needed to be addressed, please notify the Front Office so that the management can call legal authorities to address the issue.
LAUNDRY
Doing laundry personally using kitchen and bathroom sink is strictly prohibited. Please kindly ask assistance from the Host on how to avail laundry service with a fee. The Host may guide you to the nearest laundry service provider or in our in-house laundry service.
DINING AREAS TO EAT
Eating in the bed is prohibited as this may cause some spillage in the bedsheets. Most of the rooms have mini kitchen and tables as designated areas to eat, however these limits only to certain number of persons. When you are in groups, it is suggested that you use the main kitchen or main dining areas.
BARBEQUE
Barbeque and grilling facilities are available in Boracay and in Tagaytay Properties. Please ask assistance from the Host. There will be a designated place to do the grilling.
GARBAGE & RECYCLING
There are enough Bin outside your rooms, please separate your trash into four (4) categories. Food leftovers, papers, plastics & glass bottles. Please empty your trash inside the room to maintain clean and uncontaminated air to breath.
POOL
In our Tagaytay Property, swimming pool is included in the facility for guest’s occupancy. In some property, pool is exclusive or shared. You will be advised during the reservations if the pool can be accessed exclusively. Pool have designated hours of usage. Kindly inform the Host. Pool is 3 to 6 meter deep, therefore adult oversight is required whenever there are children.
BALCONY | DECK AREA
In some of the property this area is exclusive but in some it is shared. Still these areas are not allowed to do smoking. To dry clothes and towels in these areas are not permitted. Extra caution must be exercised to avoid accident as the property has certain heights due to level of floors. Please do not move out to put in the balcony or deck area the fixtures including chairs that are design to place inside the rooms.
PETS
Pets are strictly not allowed by any means. Please enjoy your stay with us without pets. Should you bring pets intentionally, there will be a penalty of P3,000 per pet per night.
SECURITY
Please be responsible to take care of all your belongings. You must lock doors when leaving or going out. Do not let unfamiliar or host staff enter your room without you accompanied them. You must bring your room key at all times and it is your responsibilities for its safekeeping. Please be informed that the front office staff is only available until up to 10:00PM.
DAMAGES & BREAKAGES
Bed and bedsheets, blanket & pillows stains will be charged. We therefore ask your cooperation specially if you have henna tattoo or hair color to put wraps to avoid stain. Drinking glasses, pitchers, plates will be charged if broken or damaged. Furniture and fixtures that are broken or damage will be charge accordingly base on the current cost. Please kindly report any damages and breakages. We appreciate your cooperation.
COMPLIANCE
As much as we care about your stay with us, compliance to our House Rules is expected from any guest. Please take note that our operations and properties has been protected by the existing national and local laws of the Philippines. Your reservations and actual stay are also covered by the existing policies and rules of the third-party booking system and entity.
We hope you have a pleasant stay with us and we look forward to serve you again in your next vacation.
Thank you very much,
The Management
AVANA HILLS PROPERTIES
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