Hotel Policy

RESERVATIONS

To ensure your reservation we require full payment of the total booking. Once payment has been made a system generated confirmation voucher will be sent directly via email.

Our reservations hotline is open 24/7 daily and can be reached via ;

Mobile: 0917 6359237

Landline: (034) 4359206

Email: ask@stonehill.com.ph / resesrvations@stonehill.com.ph

Viber: 0917 6359237

Whatsapp: 0917 6359237

 

PAYMENT

We accept credit card, cash, or corporate account cheque. For corporate account we require 3 banking days upon deposit and payment needs to be verified by our finance department on the following working day.

For bookings made online, we require proof of payment to be sent to our finance department. Please send the following details to finance@stonehill.com.ph

Deposit slip

Primary Guests Name

Date of Stay

If you have any questions regarding your reservation please don’t hesitate to call us at (+63) 09176359237 or (034) 4359206. You can also easily reach us through reservations@stonehill.com.ph for room reservation enquiries or our concierge team at concierge@stonehill.com.ph for any special request prior to your arrival.

 

CHECK-IN

For security purposes upon check in we require a Valid ID of the guest under the reservation name and additional IDs are required for all guests staying in the hotel. This is for the registration and security purposes.

All rooms are limited to 2 adults and 1 child or total of 3 adults maximum. All rooms are limited to one extra bed only which is subject to an extra person charge and should not exceed the maximum allowable number of guests.

 

EXTRA PERSON CHARGE

Children staying with us aged 0 to 7 years old is free of charge.

Children staying 8 to 17 years old is charged at 999PHP per night inclusive of breakfast.

Additional Adult Rate is charged at 1,500PHP per night inclusive of breakfast.

Request for an additional cot in the room should be requested in advance and will be subject to availability.

 

INCIDENTAL DEPOSIT

Upon check-in we require a PHP2, 000 incidental deposit. Payment through card or cash is accepted. This will be returned to guests account if there were no incidentals or charges under the guest, processed upon check out.

STANDARD CHECK IN TIME AND CHECK OUT TIME

Check in time: 14:00HH / 2:00PM

Check out time: 12:00HH NOON TIME

Should you wish to stay beyond the designated check-in and check-out time, please inform the Front Desk immediately. This will be subject to an additional charge and is subject to room availability. Both fees are subject to a half day surcharge based on current published rate per room category.

 

CANCELLATION POLICY

Any promos, discounts, special packages, or wholesale rates are not entitled to any cancellation. These bookings are non-transferable, non-negotiable and non-refundable.

Cancellation made due to acts of God or medical reasons of the primary guest or the immediate family. This must be supported by a medical certificate and will only be allowed if guest notifies the hotel 7 days prior to stay date. Computation of approved refund will be the net amount computed after taxes and bank charges and will be subject to approval.

Cancellations made in the 7 days prior to arrival this reservation will not be applicable to any refund or transfer and are non-transferable, non-negotiable and non-refundable. This will be tagged as “NO SHOW.” Only the validated primary guest is allowed to request for the refund. Refund will only be paid in cheque directly to primary guest’s name.

 

NO SHOW POLICY

If guest does not arrive at the date of reservation this will be considered “NO SHOW.” Failure to arrive at the hotel on the confirmed date of stay will be charge with a No-show fee of 100% of the total room charges.

 

CHANGES IN RESERVATION

Only regular published rates are allowed for changes in reservation. A one-time change of date will only be allowed to regular bookings. Rate and Charges may apply. Rate will depend on the days current rate plus the additional new tax and charges for the stay. A difference of the current booking will be paid by the guest plus taxes and surcharges.

A change of primary guests name on the booking will be allowed only with the supported authorization letter and a valid ID of the initial primary guest signed and validated by our Front Office Department Supervisor.

 

PROMO RATES AND DISCOUNTS

Promo, discounted, special, corporate, government, ex deal, PWD and Senior discount rates should not be in conjunction with any other promo or discount. Only one discount or promo will be allowed to an individual paying guest, whichever is higher based on the guests discretion.

 

IN HOUSE RULES

1. Check-in Time : 2:00 pm

Check-out Time : 12:00 Noon

Should you wish to stay beyond the designated check-out time, please inform the Front Desk immediately. Late checkout is subject to an additional charge. Early check-in is subject to room availability with corresponding fee amounting to half day surcharge based on Published Rate of the room category occupied.

2. The Hotel discourages any unofficial dealings between guests and hotel staff. The Hotel shall not be liable for such transactions.

3. Proper courtesy must be observed at all times. The privacy of other guests must be respected.

4. Cooking in guest rooms is strictly prohibited.

5. Gambling and possession of illegal drugs is not allowed within the Hotel premises.

6. The interior decorations of all rooms are fixed. Please course requests through housekeeping for any changes in the room configuration.

7. Towels, linens and appliances should not be brought out nor transferred to another room to avoid unnecessary charges.

8. Any damage to the Hotel property made by the guests or their visitors will be the responsibility of the registered guests.

9. If a guest gets ill during their stay, the management must be informed immediately so that the necessary arrangements with a doctor or hospital be made.

 

NOISE POLICY

To ensure the comfort of all, guests are advised to minimize their noise after 10:00 pm. Stonehill Suites reserves the right to evict any guests without warning for noise violations. All guests should respect their neighbor’s privacy by abiding this policy.

 

ADJOINING GUEST POLICY

Friends or relatives visiting our in-house guests are only allowed to stay in the guest’s room until 10:00 pm. After 10:00 pm, the in-house guest will be charged an extra person/s of Php1,500 per visiting friend or relative still inside the guest’s room

 

PET POLICY

Stonehill Suites allows pets inside the hotel premises subject to prior approval of the Management and a cleaning fee applies. Pets are limited to a maximum of two (2) small pets of any kind – dogs or cats. Pet must be less than 20kg. (40lbs.), fully trained and appropriately restrained. There is an additional pet friendly surcharge that will be charged to the guest folio as a room cleaning fee. The charge is in the amount of Php2,500.00 and will be charged nightly, per pet.

 

SMOKING AND ODOR

All rooms are STRICTLY NON-SMOKING. A common area for smoking is designated by the hotel management and will be advised to all guests upon check-in.

Durian, Mosquito coils and other products which, leave a lingering odor are also prohibited.

A special cleaning fee of Php10,000.00 will be charged to the guest’s account for cleaning and eliminating the bad smell in the room caused by the above.

 

PROHIBITED ITEMS IN THE HOTEL POLICY

1. The interior decorations of all rooms are fixed. Please course requests through housekeeping for any changes in the room configuration.

2. Towels, linens and appliances should not be brought out nor transferred to another room to avoid unnecessary charges.

3. Any damage to the Hotel property made by the guests or their visitors will be the responsibility of the registered guests.

 

GAMBLING AND NON-OFFICIAL DEALINGS WITH EMPLOYEES

1. Gambling and possession of illegal drugs is not allowed within the Hotel premises.

2. The Hotel discourages any unofficial dealings between guests and hotel staff. The Hotel shall not be liable for such transactions.

The hotel reserves the right to refuse guest not complying with the house rules. The hotel has the right not to accept any guest violating the following house rules.