Refund Policy

Last Updated: January 2025

1. Overview

At Brookmill Manor, we strive to provide exceptional service and ensure guest satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for hotel accommodations, casino activities, and other services.

This policy should be read in conjunction with our Terms and Conditions. By making a reservation or purchasing services, you agree to the terms outlined in this Refund Policy.

2. Hotel Accommodation Refunds

2.1 Standard Rate Reservations

For reservations made at our standard flexible rates:

2.2 Non-Refundable Rates

2.3 Early Departure

If you check out before your scheduled departure date, you will be charged for all nights originally reserved. No refunds will be issued for unused nights unless:

• The early departure is due to circumstances within our control (facility issues, safety concerns, etc.)
• Prior arrangements were made with management and approved in writing

2.4 Extended Stays

Modifications to extend your stay are subject to availability and current rates. If you extend your stay, the new rate may differ from your original reservation rate.

3. How to Request a Refund for Accommodation

To request a refund for hotel accommodations:

1. Contact us at least 48 hours before your scheduled arrival date (for standard rates)
2. Provide your reservation confirmation number
3. Contact methods:
   • Phone: +3818929481901
   • Email: brookmillmanor@hotmail.com
   • Through your online account on our website
4. You will receive a cancellation confirmation email
5. Refunds will be processed to the original payment method within 5-7 business days

4. Casino Gaming Refunds

4.1 Gaming Transactions

4.2 Exceptions for Gaming Refunds

Refunds for casino gaming may only be issued in the following exceptional circumstances:

• Documented technical malfunction of gaming equipment (subject to verification by casino management)
• Unauthorized use of your casino account (must be reported within 24 hours with supporting evidence)
• Errors in chip or credit issuance (must be reported immediately)

All refund requests for gaming activities must be submitted to casino management immediately upon discovery of the issue. Claims submitted more than 24 hours after the incident will not be considered.

4.3 Unused Casino Credits

Promotional casino credits, bonus chips, and complimentary gaming offers have no cash value and cannot be refunded. Unused promotional credits expire according to the terms of each specific promotion.

5. Restaurant, Bar, and Amenity Refunds

5.1 Food and Beverage Services

If you are dissatisfied with food or beverage service:

• Please notify staff immediately while still at the venue
• We will make every effort to remedy the situation (replacement dish, adjustment to bill, etc.)
• Refund requests made after leaving the premises will be evaluated on a case-by-case basis
• Refunds must be requested within 24 hours of service

5.2 Spa and Wellness Services

Spa services cancelled with less than 24 hours' notice will incur a 50% cancellation fee. No-shows will be charged 100% of the service cost. Cancellations made 24+ hours in advance will receive a full refund within 5-7 business days.

5.3 Special Events and Entertainment

Tickets to special events, shows, and entertainment are generally non-refundable. Exceptions may be made if:

• The event is cancelled by Brookmill Manor
• There are significant changes to the advertised event

In such cases, you will receive a full refund or the option to receive credit toward future events.

6. Package Deals and Bundled Services

Refunds for package deals that include multiple services (e.g., accommodation + dining + spa) will be calculated based on the individual components:

• Each service component is subject to its respective refund policy
• Partial refunds may be issued for unused components that qualify under their specific refund terms
• Promotional package pricing may result in adjusted refund amounts based on non-discounted pricing

7. Force Majeure and Extraordinary Circumstances

7.1 Circumstances Beyond Our Control

In the event of force majeure circumstances that prevent us from providing services, including:

• Natural disasters
• Government travel restrictions
• Pandemics or health emergencies
• Acts of terrorism
• Facility damage requiring closure

We will offer one of the following options:

• Full refund of prepaid amounts
• Credit toward future stays (typically with extended validity period)
• Rebooking at a later date without change fees

7.2 Guest Circumstances

Personal emergencies, illness, or travel disruptions affecting your ability to complete your reservation are generally not eligible for refunds unless you:

• Have purchased travel insurance that covers such circumstances
• Can provide documentation and request a one-time courtesy consideration (evaluated case-by-case)

8. Payment Processing and Refund Methods

8.1 Refund Processing Time

• Credit/Debit Cards: 5-7 business days after approval
• Bank Transfers: 7-10 business days after approval
• Third-Party Booking Sites: 10-14 business days (processed through the booking platform)

Please note that the time for funds to appear in your account may vary depending on your financial institution.

8.2 Refund Method

Refunds will be issued using the same payment method used for the original transaction. We cannot process refunds to different payment methods or accounts.

8.3 Currency and Exchange Rates

Refunds will be processed in the original transaction currency (Euros). If your bank converts the refund to your local currency, exchange rate fluctuations may result in a different amount than originally charged. Brookmill Manor is not responsible for currency conversion differences.

9. Third-Party Bookings

If you booked your reservation through a third-party website or travel agency:

• You must contact the third party directly to request cancellations or refunds
• Refund policies of the third party may differ from our direct booking policies
• Brookmill Manor cannot process refunds for third-party bookings
• Processing times may be longer as they depend on the third party's procedures

10. Group Bookings and Corporate Accounts

Group reservations (10+ rooms) and corporate bookings may have customized refund policies as outlined in the group contract or corporate agreement. These terms supersede this standard Refund Policy. Please refer to your specific contract or contact our group sales department at brookmillmanor@hotmail.com.

11. Loyalty Program Credits and Points

If you used loyalty points or credits for your reservation:

• Cancelled eligible reservations will result in points being returned to your account
• Points are typically restored within 5 business days
• Promotional or bonus points may not be restored if the cancellation violates promotion terms

12. Chargebacks

If you initiate a chargeback with your credit card company:

• Your reservation may be automatically cancelled
• You may be prohibited from making future reservations until the matter is resolved
• We encourage you to contact us directly before initiating a chargeback so we can address your concerns

13. Service Failures and Complaints

If your experience did not meet expectations due to service failures on our part:

1. Report the issue to staff or management immediately during your stay
2. We will make reasonable efforts to remedy the situation promptly
3. If the issue cannot be resolved during your stay, submit a formal complaint within 7 days of checkout
4. Include:
   • Reservation confirmation number
   • Detailed description of the issue
   • Supporting documentation (photos, receipts, etc.)
   • Your proposed resolution
5. We will investigate and respond within 14 business days

Compensation may include partial refunds, service credits, or complimentary future stays, at our discretion.

14. Promotional Offers and Gift Certificates

14.1 Promotional Codes and Discounts

Refunds for reservations using promotional codes will be calculated based on the discounted rate paid, not the standard rate.

14.2 Gift Certificates and Vouchers

• Gift certificates are non-refundable for cash
• Unused balances remain valid until the expiration date
• Expired gift certificates cannot be refunded or extended
• Lost or stolen gift certificates cannot be replaced or refunded

15. Taxes and Fees

Refund amounts include applicable taxes that were part of the original charge. However, certain non-refundable fees may be retained, including:

• Third-party booking fees
• Payment processing fees (where applicable)
• Resort fees (if services were partially used)

16. Dispute Resolution

If you dispute a refund decision:

1. Contact our customer service team at brookmillmanor@hotmail.com
2. Provide your case reference number and additional supporting information
3. A senior manager will review your case within 7 business days
4. The manager's decision will be communicated in writing and is final

17. Modifications to Refund Policy

Brookmill Manor reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your reservation is governed by the Refund Policy in effect at the time of booking.

18. Questions and Contact Information

19. Additional Terms

This Refund Policy is part of our complete Terms and Conditions. By requesting a refund, you acknowledge that you have read, understood, and agree to the terms outlined in this policy.

For complete information about our services, please also review:

• Terms and Conditions
• Privacy Policy
• Responsible Gaming Policy

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