Refund Policy

General Policy

El Vistra Hotel operates under a strict no-cancellation and no-refund policy. All reservations are considered final once payment is confirmed. Please review this policy carefully before making a booking.

1. Booking Cancellations

No Refunds for Cancellations

Under normal circumstances, El Vistra Hotel does not provide refunds for:

• Cancelled reservations, regardless of the reason
• No-shows (guests who do not arrive on the check-in date)
• Early departures (checking out before the original check-out date)
• Changes to travel plans, personal circumstances, or unforeseen events
• Changes in guest preference or dissatisfaction with room allocation

2. What This Means

• All payments are non-refundable once the booking is confirmed
• Booking modifications are not permitted – dates, room types, or guest details cannot be changed after confirmation
• No-show policy: If you do not arrive on your scheduled check-in date, your entire payment is forfeited
• Early departure: Checking out before your scheduled date does not entitle you to a partial refund

3. Payment Processing and Charges

Security Deposits

The refundable security deposit of Php 2,000.00 per room per night collected upon check-in is subject to the following refund conditions:

• Security deposits will be refunded in full if no incidental charges, damages, or additional fees are incurred
• Any charges for damages, cleaning fees, incidentals, or policy violations will be deducted from the deposit
• Security deposits are processed via cash authorization and are separate from booking payments
• Refund processing for security deposits will be completed within 5-7 business days after check-out

Credit Card Charges

For payments made via credit card through our secure payment processor (Xendit):

• All charges are processed in Philippine Pesos (PHP)
• Recurring charges may be authorized for security deposits and incidental fees
• Charges for damages or policy violations will be processed against the card on file
• Any disputes regarding charges must be raised within 48 hours of the transaction

4. Force Majeure and Extraordinary Circumstances

In exceptional circumstances beyond the hotel’s control (natural disasters, government restrictions, or health emergencies), the hotel management will evaluate requests on a case-by-case basis. However, the following applies:

• No automatic refunds or cancellations are granted
• All requests must be submitted in writing to the hotel management
• Supporting documentation may be required
• The hotel reserves the sole right to approve or deny such requests
• Alternative arrangements (credit vouchers, date changes) may be offered at management’s discretion

5. Room Rate and Promotion Terms

Our promotional rates are subject to additional restrictions:

• Published rates: Standard room rates are subject to change without notice
• Promotional rates with breakfast: Special rates include breakfast and are non-refundable
• First-time guest discounts (10% off): Limited-time promotional rates are final and non-refundable
• All rates are quoted in Philippine Pesos and include applicable taxes and service charges

6. Travel Insurance Recommendation

Due to our strict no-refund policy, El Vistra Hotel strongly recommends that all guests purchase comprehensive travel insurance to protect against unforeseen circumstances, including:

• Medical emergencies
• Travel disruptions
• Family emergencies
• Unexpected changes in travel plans

Travel insurance can provide coverage for non-refundable hotel bookings and should be purchased at the time of booking.

7. Disputes and Chargebacks

If you initiate a chargeback or dispute with your bank or credit card issuer:

• El Vistra Hotel will provide all necessary documentation confirming the no-refund policy and booking terms
• Charges will be defended in accordance with our terms and conditions
• Additional administrative fees may apply for chargeback disputes

8. Acceptance of Policy

By completing a reservation with El Vistra Hotel, you acknowledge and agree to:

• Have read and understood this Refund and Cancellation Policy in full
• Accept that all payments are non-refundable under this policy
• Understand that no exceptions will be made to this policy unless explicitly stated by hotel management in writing
• Take full responsibility for your travel decisions and arrangements

9. Contact for Policy Inquiries

For questions about this policy or exceptional circumstance requests, please contact:

• Phone: +63917 144 9363
• Address: 143 Narciso Avenue, Barangay Malabanias, Angeles City, Pampanga
• Website: www.elvistrahotelangelescity.com

Note: Policy inquiries should be submitted in writing for proper documentation and response.

10. Policy Updates

El Vistra Hotel reserves the right to update this Refund and Cancellation Policy at any time. The version that applies to your booking is the one that was in effect at the time of your reservation. It is your responsibility to review this policy before making a booking.

This policy is governed by the laws of the Republic of the Philippines and is subject to the exclusive jurisdiction of the courts of Angeles City, Pampanga.