Refund Policy

Last Updated: September 24, 2026

1. General Refund Policy Overview

At Capellagrovevilla, we understand that plans can change. This Refund Policy outlines the terms and conditions under which cancellations and refunds are processed for reservations made through our website or other booking channels.

This policy applies to all services offered by Capellagrovevilla, including but not limited to:

• Hotel room reservations
• Suite and villa bookings
• Event and conference space rentals
• Restaurant reservations requiring deposits
• Spa and wellness service packages
• Special event packages and promotions

2. Hotel Room Cancellation Policy

2.1 Standard Rate Cancellations

For reservations booked at our standard flexible rates:

• Free Cancellation: Cancel up to 48 hours before your scheduled arrival date without penalty
• 48-24 Hours Before Arrival: 50% of the first night's rate will be charged
• Less Than 24 Hours Before Arrival: 100% of the first night's rate will be charged
• No-Show: Full stay charges will apply

2.2 Advance Purchase Rates

For non-refundable advance purchase rates offering discounted pricing:

• These reservations are non-refundable and non-changeable
• Full payment is charged at the time of booking
• No refunds will be issued for cancellations or modifications
• Early departure or no-show will result in forfeiture of all payments

2.3 Last Minute Deals and Flash Sales

Special promotional rates are typically non-refundable. Specific terms will be clearly disclosed at the time of booking.

3. Refund Timeframes

When a refund is approved, processing times vary based on payment method:

Please note that refund times may be longer depending on your financial institution's processing times. We are not responsible for delays caused by banks or payment processors.

4. How to Cancel Your Reservation

4.1 Online Cancellation

For reservations made through our website:

1. Visit the "Manage Booking" section on our website
2. Enter your confirmation number and email address
3. Select the reservation you wish to cancel
4. Click "Cancel Reservation" and confirm your cancellation
5. You will receive a cancellation confirmation email

4.2 Phone Cancellation

Contact our reservations department:

• Phone: +41522600707
• Available 24/7
• Please have your confirmation number ready

4.3 Email Cancellation

Send cancellation requests to: capellagrovevilla@hotmail.com

Include the following information:

• Full name on the reservation
• Confirmation number
• Check-in date
• Reason for cancellation (optional)

5. Modification Policy

Changes to existing reservations are subject to availability and may incur fees:

5.1 Date Changes

• More Than 7 Days Before Arrival: Free date changes subject to availability and rate differences
• 7-3 Days Before Arrival: $50 modification fee plus any rate differences
• Less Than 3 Days Before Arrival: $100 modification fee plus any rate differences

5.2 Room Type Changes

• Subject to availability
• Rate differences may apply
• Upgrade charges or downgrades will be processed accordingly

5.3 Guest Name Changes

• Free of charge when requested more than 48 hours before arrival
• Must be requested in writing
• Original payment method must remain valid

6. Special Circumstances and Exceptions

6.1 Emergency Situations

We may waive cancellation fees in documented emergency situations, including:

• Severe illness or injury requiring hospitalization (medical documentation required)
• Death of immediate family member (death certificate required)
• Mandatory military deployment (official orders required)
• Jury duty summons (court documentation required)
• Natural disasters affecting travel to our location

Submit documentation to capellagrovevilla@hotmail.com within 48 hours of the incident.

6.2 Weather-Related Cancellations

In the event of severe weather conditions:

• If government authorities issue mandatory evacuation orders for our area, full refunds will be provided
• For severe weather in your departure location, we will work with you to reschedule without penalty
• General poor weather conditions do not qualify for refund exceptions

6.3 Property-Initiated Cancellations

If we must cancel your reservation due to:

• Overbooking
• Property maintenance or closure
• Force majeure events

We will provide a full refund and assist with alternative accommodations when possible. We are not liable for any additional expenses incurred due to property-initiated cancellations.

7. Group Reservations

For reservations of 10 or more rooms:

• Custom cancellation policies apply
• A signed group contract is required
• Deposits are typically non-refundable
• Attrition fees may apply for rooms not utilized
• Final room counts must be provided 30 days before arrival

Please contact our Group Sales Department at capellagrovevilla@hotmail.com for specific terms.

8. Event and Meeting Space Cancellations

8.1 Cancellation Fees

Event space cancellations are subject to the following schedule:

8.2 Partial Cancellations

• Reductions in guest count must be finalized 14 days before the event
• Charges based on guaranteed guest count or actual attendance, whichever is greater
• Menu or service changes may incur additional fees

9. Spa and Wellness Services

For spa treatments and wellness packages:

• 24+ Hours Notice: Full refund or complimentary rescheduling
• 12-24 Hours Notice: 50% cancellation fee
• Less Than 12 Hours: 100% cancellation fee
• No-Show: Full treatment price charged

Package purchases are valid for 12 months from date of purchase and are non-refundable after 30 days.

10. Restaurant Reservations

For dining reservations requiring deposits:

• Cancel at least 48 hours in advance for full deposit refund
• Cancellations within 48 hours forfeit deposit
• No-shows forfeit entire deposit and may incur additional charges
• Special event dining (holidays, New Year's Eve) may have different policies

11. Casino Gaming Credits and Promotions

Regarding gaming-related promotions and credits:

• Casino promotional credits are non-refundable and non-transferable
• Free play credits must be used within specified timeframes
• Tournament entry fees are non-refundable
• Comp points and rewards expire according to program terms
• Special promotional packages may have specific cancellation terms

12. Third-Party Bookings

If you booked through a third-party travel agency, online travel agency (OTA), or tour operator:

• Contact the booking agent directly for cancellations and refunds
• Third-party cancellation policies apply
• We cannot modify or cancel third-party reservations
• Refund processing times are determined by the third party
• Disputes must be resolved with the booking agent

13. Travel Insurance

We strongly recommend purchasing travel insurance to protect your investment. Travel insurance may cover:

• Trip cancellation for covered reasons
• Trip interruption
• Medical emergencies during travel
• Lost or delayed baggage
• Travel delays

We are not responsible for any losses that could have been covered by travel insurance.

14. Refund Processing

14.1 Refund Method

Refunds will be processed to the original payment method used for the reservation:

• Credit/debit card refunds appear as credits on your statement
• Cash payments will be refunded by check or bank transfer
• Gift card purchases are non-refundable but may be used for future stays

14.2 Partial Refunds

In cases of partial cancellations or early departure:

• Refunds calculated on a pro-rated basis where applicable
• Early departure does not guarantee refund for unused nights
• Special rate reservations may not be eligible for partial refunds

14.3 Refund Confirmation

Once your refund is processed, you will receive:

• Email confirmation of the refund
• Refund amount and transaction details
• Expected timeframe for funds to appear

15. Disputes and Appeals

If you disagree with a cancellation charge or refund decision:

1. Contact our Guest Relations department at capellagrovevilla@hotmail.com
2. Provide your confirmation number and detailed explanation
3. Include any supporting documentation
4. Allow 5-7 business days for review
5. A manager will review your case and respond with a decision

Management decisions on refund disputes are final.

16. Force Majeure

In circumstances beyond our control, including but not limited to:

• Natural disasters (earthquakes, floods, hurricanes)
• Pandemics or health emergencies
• War, terrorism, or civil unrest
• Government restrictions or travel bans
• Strikes or labor disputes
• Utility failures

We reserve the right to modify our cancellation and refund policies. We will work with affected guests to provide fair and reasonable solutions, which may include:

• Full refunds
• Booking credits for future stays
• Flexible rebooking options

17. Policy Modifications

Capellagrovevilla reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of booking governs your reservation. We will notify guests of significant policy changes via:

• Email notification to registered users
• Website announcements
• Updates to reservation confirmations

18. Currency and Exchange Rates

All refunds are processed in the original currency of payment. For international transactions:

• Exchange rate fluctuations may affect refund amounts
• We use the exchange rate on the date of refund processing
• Currency conversion fees charged by your bank are not refundable
• We are not responsible for differences due to exchange rate changes

19. Chargebacks

Initiating a chargeback instead of following our cancellation process may result in:

• Cancellation of your reservation without refund
• Forfeiture of loyalty program points
• Restriction from future bookings
• Legal action to recover costs

Please contact us first to resolve any payment disputes.

20. Tax Refunds

For cancelled reservations:

• Taxes and fees collected at booking will be refunded for eligible cancellations
• Some local tourism taxes may be non-refundable as required by law
• Resort fees are refunded according to the same policy as room charges

21. Loyalty Program Members

Special considerations for loyalty program members:

• Elite status may provide enhanced cancellation flexibility
• Points used for award stays follow the points refund policy
• Member benefits cannot be combined with promotional rates
• Contact Member Services for loyalty-related cancellation questions

22. Contact Information for Refunds

23. Acknowledgment

By completing a reservation with Capellagrovevilla, you acknowledge that you have read, understood, and agree to this Refund Policy. You accept that cancellation fees may apply based on the terms outlined above and the specific rate or package you selected.

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