Cancellation & Refund
Policy Overview
At Sokón Residence, we understand that travel plans can change. This policy outlines our cancellation and refund procedures to ensure transparency and fairness for all our guests. We strive to provide flexibility while maintaining operational excellence.
Please read this policy carefully before making your reservation. By completing a booking with us, you acknowledge that you have read, understood, and agree to be bound by the terms outlined below.
Personal Identification Information
We collect and process personal information for cancellation and refund purposes, including:
- Full name as it appears on official identification
- Contact information (email address, phone number)
- Payment method and billing address details
- Government-issued ID number for verification purposes
- Emergency contact information when provided
This information is used solely for booking verification, cancellation processing, and refund administration in accordance with our privacy policy and applicable data protection regulations.
Booking & Stay Information
Your booking details are essential for processing cancellations and refunds:
- Reservation confirmation number and booking date
- Property selection and apartment unit details
- Check-in and check-out dates and times
- Number of guests and any special requirements
- Total booking amount and payment breakdown
- Rate type and any applicable promotional codes
Accurate booking information ensures timely processing of any cancellation requests and appropriate refund calculations based on the terms applicable to your specific reservation.
Technical & Usage Information
We may collect technical information related to your booking and cancellation requests:
- IP address and device information used for booking
- Browser type and operating system details
- Booking platform or channel used (website, mobile app, phone)
- Time stamps of booking, modification, and cancellation actions
- Communication logs related to your reservation
This technical data helps us verify booking authenticity, prevent fraud, and improve our cancellation and refund processes for all guests.
Communications
Communication regarding cancellations and refunds will be conducted through:
- Email confirmations sent to your registered email address
- SMS notifications for urgent updates (where provided)
- Phone calls for complex cancellation situations
- In-app notifications through our mobile application
- Written correspondence for formal documentation
We maintain records of all communications related to your booking and cancellation for quality assurance and dispute resolution purposes.
Cancellation Policies
Free Cancellation Period
- Cancellations made 48 hours or more before check-in: Full refund
- No cancellation fees applied during this period
- Refund processed within 5-7 business days
Late Cancellation
- Cancellations made 24-48 hours before check-in: 50% refund
- Administrative fee of 5% may apply
- Refund processed within 7-10 business days
Same Day Cancellation
- Cancellations made less than 24 hours before check-in: No refund
- Full booking amount is non-refundable
- Exceptions may apply for emergency situations
No-Show Policy
- Failure to arrive by 6 PM on check-in day without notice
- Reservation automatically cancelled with no refund
- Contact us immediately if delayed to avoid no-show charges
Refund Policies
Processing Timeline
- Standard refunds: 5-7 business days after cancellation
- Complex cases requiring review: Up to 14 business days
- International transactions: Additional 3-5 business days
- Refund confirmation sent via email upon completion
Refund Methods
- Refunds processed to original payment method only
- Credit card refunds appear on next billing statement
- Bank transfer refunds reflected within 2-3 business days
- Cash payments refunded via bank transfer to verified account
Partial Refunds
- Early departure: No refund for unused nights
- Service interruptions: Prorated refund based on affected period
- Downgrades: Refund of rate difference when applicable
- Promotional rates may have different refund terms
Dispute Resolution
- Contact our reservations team within 30 days of issue
- Provide booking confirmation and detailed explanation
- Management review for complex refund situations
- Final decision communicated within 10 business days
Questions About This Policy?
If you have any questions about our cancellation and refund policies, please don't hesitate to contact our guest services team.