Terms and Conditions - Generals Hideout Siargao

General's Hideout Siargao

Legal Name: General's Hideout Siargao owned and operated by TwentyOneHundred Inc.
Business Address: Malinao, General Luna, Siargao Island, Surigao del Norte, Philippines
Contact Number: +639569307485
Website: https://generalshideoutsiargao.com
Email: generalshideoutsiargao@Gmail.com

1. ACCEPTANCE AND SCOPE OF TERMS

1.1 Agreement Acceptance

By making a reservation, checking in, paying for services, or using any facilities at General's Hideout Siargao ("the Property," "we," "us," "our"), you ("Guest," "you," "your") acknowledge that you have read, understood, and agree to be legally bound by these Terms and Conditions in their entirety. These terms constitute a binding legal agreement between you and the Property.

1.2 Scope of Application

These Terms and Conditions apply to:

All accommodation bookings and stays
Use of all Property facilities and amenities
All services provided by the Property and its staff
All guests, visitors, companions, and invitees
Online and offline reservations
Direct bookings and third-party platform bookings
Day use visitors and overnight guests

1.3 Additional Terms

Certain services may be subject to additional terms and conditions, which will be provided separately and form part of this agreement. In case of conflict between these general terms and specific service terms, the specific terms shall prevail for that particular service.

1.4 Modifications and Updates

The Property reserves the right to modify these Terms and Conditions at any time without prior notice. Updated terms will be posted on our website and at the Property. Continued use of our services after modifications constitutes acceptance of the revised terms. Guests with existing reservations will be governed by the terms in effect at the time of booking unless changes are required by law.

2. DETAILED RESERVATION AND BOOKING PROCEDURES

2.1 Booking Channels

Reservations may be made through:

Direct contact via phone (+639569307485)
Website booking system
Walk-in availability (subject to availability)
Authorised third-party booking platforms
Travel agents and tour operators

2.2 Booking Requirements and Verification

For All Guests:

Valid government-issued photo identification (Philippine ID, passport, driver's license)
Accurate contact information (mobile number and email address)
Emergency contact person details
Pet declaration and documentation if bringing pets
Advance payment as specified in payment terms

For Foreign Guests:

Valid passport with appropriate visa status
Proof of legal entry into the Philippines
Local contact information or sponsor details
Travel insurance documentation (strongly recommended)

For Group Bookings (6+ persons):

Designated group leader responsible for all group members
Complete list of all participants with identification details
72-hour advance notice minimum
Group contract agreement and additional deposit requirements

2.3 Booking Confirmation Process

Initial reservation request submitted
Availability verification by Property staff
Quote provided with total costs breakdown
Payment requirements communicated
Guest information collection and verification
Booking confirmation issued with reference number
Pre-arrival instructions and information provided

2.4 Reservation Modifications

Changes to dates, room type, or guest count subject to availability
Modification requests must be made at least 48 hours before original check-in
Additional charges may apply for upgrades or extended stays
Downgrades may result in credit for future use (no cash refunds)
Peak season reservations have limited modification flexibility

2.5 Waiting List and Overbooking

Guests may join waiting lists for sold-out dates
In rare cases of overbooking, alternative accommodation will be arranged at no additional cost
Compensation may be provided for inconvenience caused by overbooking
Waitlisted guests will be contacted in order of request priority

3. COMPREHENSIVE PAYMENT TERMS AND PROCEDURES

3.1 Accepted Payment Methods

Primary Payment Options:

Cash (Philippine Peso only)
Credit/Debit cards (Visa, Mastercard, JCB) via onsite terminal
Bank transfer to authorized Property accounts
Digital payment platforms (GCash, PayMaya, UnionBank)

Payment Processing:

All credit card transactions processed securely through PCI-compliant systems
Foreign currency payments converted at prevailing exchange rates
Bank transfer details provided upon booking confirmation
Digital payment confirmations must be presented at check-in

3.2 Detailed Payment Schedule

Walk-in Guests:

Full accommodation cost due upon check-in
Damage deposit collected before room access
Additional services paid upon consumption

Advance Reservations:

50% down payment required within 24 hours of booking confirmation
Remaining balance due at check-in
Failure to provide down payment results in automatic cancellation

Peak Season and Special Events: (Christmas, New Year, Holy Week, long weekends)

100% payment required upon booking confirmation
Non-refundable 72 hours before check-in
Premium rates may apply during peak periods

Extended Stays (7+ consecutive nights):

First week payment required upon check-in
Subsequent weekly payments due every 7 days
Discount rates may apply for stays exceeding 14 nights
Monthly payment arrangements available for stays exceeding 30 days

3.3 Additional Fees and Charges

Mandatory Fees:

Environmental fee: ₱25 per person per night
Tourism development fee: ₱50 per room per night (remitted to local government)

Optional Services and Fees:

Extra person charge: ₱500 per additional guest beyond room capacity
Pet damage deposit: ₱2,000 per pet (refundable)
Late check-out (after 12:00 PM): ₱300 per hour up to 6:00 PM
Motorcycle rental coordination: ₱300-800 per day (through partner)
Airport transfer coordination: ₱350 per person per way (through partner)
Replacement key or keycard: ₱200

Damage and Security Deposits:

Standard damage deposit: ₱2,000 per room
Pet damage deposit: ₱2,000 per pet (additional to room deposit)
Extended stay deposit: ₱5,000 for stays exceeding 14 nights
Group booking deposit: ₱500 per person (minimum ₱5,000)
Deposits refunded within 48 hours after check-out inspection
Damage costs deducted from deposit with detailed itemisation provided

3.4 Pricing and Rate Policies

Rates quoted are per room per night unless otherwise specified
All rates are subject to applicable taxes and fees
Promotional rates may have specific terms and restrictions
Group rates available for 10+ rooms or 20+ persons
Corporate rates available for verified business accounts
Long-term stay discounts: can be arranged with maangement.

3.5 Payment Security and Processing

All payment information is encrypted and securely processed
Credit card information is not stored on Property systems
Payment receipts provided for all transactions
Disputed charges must be reported within 30 days of transaction
The Property is not responsible for bank fees or currency conversion charges

4. DETAILED CHECK-IN AND CHECK-OUT PROCEDURES

4.1 Standard Check-in Process

Check-in Time: 2:00 PM - 10:00 PM daily

Required Documentation:

Government-issued photo identification for all guests
Booking confirmation or reference number
Payment method for outstanding balances and deposits
Health declaration form (if required by current regulations)

Check-in Procedure:

Guest registration and ID verification
Pet registration and vaccination record verification (if applicable)
Outstanding balance settlement and deposit collection
Property orientation and facility explanation
House rules briefing and acknowledgment (including pet policies)
Emergency contact and procedures information
Room assignment and key distribution
Welcome amenities and local information provision

Early Check-in Options:

Available from 10:00 AM subject to room availability
Advance requests recommended but not guaranteed
Baggage storage available free of charge before early check-in

Late Check-in Arrangements:

Check-in possible until 10:00 PM without additional charge
After 10:00 PM arrangements require advance notice
Self-check-in procedures available for verified repeat guests

4.2 Comprehensive Check-out Process

Standard Check-out Time: 12:00 PM (noon)

Check-out Procedure:

Room and amenity inspection with guest present
Final bill presentation and settlement
Damage assessment and deposit adjustment
Key and amenity return verification
Guest feedback collection
Transportation assistance coordination (if requested)
Luggage storage arrangements (if needed)

Express Check-out Options:

Available for guests with no outstanding charges
Drop-off instructions provided during check-in
Credit card auto-charge authorisation available
Email receipt provided within 2 hours

Late Check-out Policy:

12:01 PM - 2:00 PM: No charge (subject to availability)
2:01 PM - 6:00 PM: ₱300 per hour or fraction thereof
After 6:00 PM: Full additional night charge
Same-day rebooking guests exempt from late fees

Extended Stay Procedures:

Room availability confirmation required by 10:00 AM on departure date
New rate quotes provided for extended periods
Fresh linen and cleaning service provided every 7 days minimum
Re-registration required for extensions exceeding original stay period

4.3 Luggage and Storage Services

Complimentary luggage storage available before check-in and after check-out
Storage available for same-day departures and early arrivals
Maximum storage period: 7 days
Valuable items storage not recommended; use at own risk
Luggage retrieval available during office hours (7:00 AM - 10:00 PM)

5. COMPREHENSIVE CANCELLATION AND REFUND POLICIES

5.1 Standard Cancellation Terms

More than 72 hours before check-in:

Full refund minus 5% processing fee (maximum ₱500)
Refund processed within 7-14 business days
Credit option available with 12-month validity

48-72 hours before check-in:

75% refund of total paid amount
25% retention for administrative costs and lost booking opportunity
Refund processed within 7-14 business days

24-48 hours before check-in:

50% refund of total paid amount
50% retention for administrative and opportunity costs
Refund processed within 7-14 business days

Less than 24 hours before check-in:

25% refund for accommodation charges only
Full retention of service fees and additional charges
No refund for no-show guests

5.2 Peak Season and Special Event Cancellations

Peak Periods: (December 20 - January 5, Holy Week, Long Weekends)

7+ days before check-in: 50% refund
3-6 days before check-in: 25% refund
Less than 3 days: No refund
No-show: No refund, full charges apply

5.3 Group Booking Cancellations

Groups of 10+ persons:

30+ days before check-in: 90% refund
15-29 days before check-in: 75% refund
7-14 days before check-in: 50% refund
Less than 7 days: 25% refund

Partial Group Cancellations:

Individual cancellations from confirmed groups subject to rebooking ability
Reduction in group size may affect remaining guests' rates
Group leader responsible for all cancellation communications

5.4 Force Majeure and Emergency Cancellations

Qualifying Events:

Natural disasters (typhoons, earthquakes, volcanic activity)
Government-imposed travel restrictions or lockdowns
Public health emergencies and quarantine requirements
Transportation strikes or complete service suspension
Documented medical emergencies

Force Majeure Refund Policy:

100% refund or full credit for future use (guest's choice)
Credit valid for 24 months from original booking date
No processing fees applied
Alternative accommodation assistance provided when possible

5.5 Property-Initiated Cancellations

Reasons for Property Cancellation:

Facility damage requiring closure
Overbooking situations beyond control
Safety or security concerns
Maintenance emergencies

Guest Compensation:

100% refund of all paid amounts
Alternative accommodation assistance

5.6 Refund Processing and Procedures

All refunds processed in original payment currency and method
Bank transfer refunds: 5-10 business days
Credit card refunds: 7-21 business days (depending on issuing bank)
Digital wallet refunds: 1-3 business days
Cash payment refunds: Available on-site or bank transfer
Refund confirmation and tracking information provided
Service fees may apply for international transfers

6. COMPREHENSIVE GUEST CONDUCT AND HOUSE RULES

6.1 Noise and Quiet Hours Policy

Quiet Hours: 10:00 PM - 7:00 AM daily

Noise Restrictions:

Music and entertainment systems must be at reasonable volumes
Loud conversations, shouting, or disruptive behaviour prohibited during quiet hours
Garden activities must cease at 10:00 PM
Early morning departures (before 7:00 AM) must be conducted quietly
Musical instruments permitted only during designated hours (10:00 AM - 10:00 PM)

Enforcement Measures:

First violation: Verbal warning and policy reminder
Second violation: Written warning and possible room relocation
Third violation: Immediate eviction without refund
Extreme violations may result in immediate eviction with the assistance of local law enforcement,

6.2 Occupancy and Guest Registration

Maximum Occupancy:

Room occupancy limits strictly enforced as per accommodation type
Additional guests beyond room capacity subject to extra person charges
All overnight guests must be registered with valid identification
Day visitors limited to common areas and must register at reception

Guest Registration Requirements:

Primary guest responsible for all registered occupants
Children under 12 must be accompanied by adult guardian at all times
Unregistered overnight guests prohibited
Guest list changes must be reported immediately to management

Visitor Policy:

Day visitors welcome in common areas until 10:00 PM
Visitor registration required with valid ID
Visitors not permitted in private accommodation areas
Overnight visitors must be registered as additional guests with appropriate charges

6.3 Smoking and Substance Policy

Smoking Restrictions:

Smoking prohibited in all enclosed areas including rooms, bathrooms, and covered areas
Designated smoking areas provided in outdoor locations only
Electronic cigarettes and vaping subject to same restrictions
Smoking violations subject to ₱2,000 fine plus cleaning charges

Prohibited Substances:

Illegal drugs and controlled substances strictly prohibited
Alcohol consumption permitted in rooms and designated areas only
Excessive alcohol consumption that disturbs others not tolerated
Drug-related activities will result in immediate eviction and police notification

6.4 Safety and Security Conduct

General Safety Rules:

Pet supervision required in all common areas
Wet areas and stairs must be navigated carefully
Emergency equipment and exits must remain unobstructed
Glass containers prohibited in pool and garden areas
Pets must be leashed or under direct control in common areas

Security Measures:

Room doors must be locked when unoccupied
Valuables should be secured; Property not liable for theft
Property access limited to registered guests
Security cameras operate in common areas for safety
Suspicious activities must be reported immediately

6.5 Property Respect and Environmental Responsibility

Facility Care:

All Property furnishings and equipment must be used appropriately
Moving furniture or equipment requires management approval
Damage to Property items will be charged to guest account
Cleanliness standards must be maintained in private and common areas

Environmental Guidelines:

Water conservation requested during drought periods
Air conditioning should be turned off when not in room
Lights and electrical equipment should be turned off when leaving
Waste segregation required according to local guidelines
Pet waste must be disposed of in designated areas only
Single-use plastics discouraged; reusable alternatives provided

Garden and Outdoor Areas:

Plants and landscaping must not be damaged or removed
Garden furniture must remain in designated areas
Zen Zone Gazebo reserved for quiet activities only
Outdoor kitchen cleanup required after each use

6.6 Prohibited Activities and Behaviour

Strictly Prohibited:

Prostitution, solicitation, or immoral activities
Gambling or illegal gaming activities
Weapons, firearms, or dangerous items
Cooking with open flames in rooms
Commercial activities or business meetings without prior approval

Disruptive Behavior:

Harassment of staff or other guests
Discrimination based on race, religion, nationality, or orientation
Theft or attempted theft of Property or guest belongings
Vandalism or intentional property damage
Threatening or violent behaviour
Violation of other guests' privacy or peace

6.7 Pet-Friendly Policies and Procedures

Welcome Policy:

General's Hideout Siargao welcomes well-behaved pets as part of our family-friendly environment
All pets must be declared during booking process
Pet registration required at check-in
Maximum 2 pets per accommodation unit
Pet owners fully responsible for pet behaviour and any related damages

Accepted Pets:

Dogs and cats are welcome (maximum 25kg per dog)
Puppies and kittens must be at least 12 weeks old
Exotic pets, birds, reptiles require advance approval
Service animals always welcome with proper documentation
Emotional support animals accepted with appropriate certification

Pet Documentation Requirements:

Current vaccination records (rabies, distemper, parvo for dogs; FVRCP for cats)
Pet registration and license if required by origin location
Pet insurance documentation recommended

Pet Fees and Deposits:

Pet damage deposit: ₱2,000 per pet (refundable)
Additional cleaning fee: ₱1,000 if excessive odor
Damage beyond normal wear subject to additional charges

Pet Accommodation Guidelines:

Pets allowed in designated pet-friendly rooms only
Pets not permitted on furniture unless covered with pet blankets (provided)
Pet bedding and feeding areas must be maintained by owners
Pets must not be left alone in rooms for more than 4 hours
Pet crates or carriers recommended for unattended periods

Common Area Pet Rules:

Pets welcome in garden and outdoor areas
Pets must be leashed or under direct control in all common areas
Zen Zone Gazebo: Pets allowed but must not disturb other guests
Outdoor kitchen: Pets not permitted in food preparation areas

Pet Behavior and Safety Requirements:

Pets must be well-socialized and non-aggressive
Excessive barking, crying, or disruptive behavior not tolerated
Pets showing signs of illness must be removed for veterinary care
All waste must be immediately cleaned up by pet owners
Pet waste disposal bags provided; designated disposal areas marked

Pet Exercise and Care:

Daily exercise required; walking areas and trails information provided
Fresh water must be available for pets at all times
Pet feeding should be done at designated times and areas
Grooming and bathing arrangements can be coordinated through staff
Local veterinary contact information provided at check-in

Prohibited Pet Activities:

Pets chasing or disturbing local wildlife
Pets interacting with other guests' pets without owner supervision
Pets sleeping on beds without protective covering

Pet Emergency Procedures:

Local veterinary emergency contact information provided
First aid supplies for pets available upon request
Pet illness or injury must be immediately reported to management
Emergency transportation to veterinary facilities can be coordinated
Pet insurance claims assistance available

Pet Violation Consequences:

First violation: Warning and policy reminder
Second violation: ₱1,000 fine and restriction to room/leash only
Third violation: Pet removal from property required
Damage or aggressive behaviour: Immediate pet removal and full damage charges
Repeated violations may result in ban from future pet stays

6.8 Technology and Internet Usage

Internet Access:

High-speed Starlink internet provided throughout property
Illegal downloading or streaming prohibited
Network security must not be compromised

Device and Equipment:

Personal electronic devices welcome
Charging stations available in common areas
Property not responsible for device damage or theft
Loud device usage prohibited during quiet hours

7. DETAILED AMENITIES AND SERVICES

7.1 High-Speed Internet Connectivity

Starlink Satellite Internet:

Resort-wide coverage with TP-Link mesh system
Average speeds: 50-150 Mbps download, 10-20 Mbps upload
24/7 availability with 99% uptime target
Technical support available during office hours
Fair usage policy: 5GB per device per day for standard browsing
Business or streaming-heavy usage coordination available

Wi-Fi Access:

Network name and password provided at check-in
Multiple access points throughout property
Guest network separate from management systems
Network resets available if connectivity issues arise

7.2 Outdoor Kitchen and Dining Facilities

Kitchen Equipment Available:

Gas cooking range with multiple burners
Refrigeration and food storage areas
Basic cooking utensils, pots, and pans
Plates, cups, and eating utensils for 20+ persons
Food preparation surfaces and cutting boards
Dishwashing facilities with detergent provided

Usage Guidelines:

Kitchen available 6:00 AM - 10:00 PM daily
Advance reservation recommended for group cooking
Clean-as-you-go policy strictly enforced
Personal food storage labeled and dated
Raw and cooked food separation required
Cooking service available through staff arrangement (₱200 per person per meal)

Food and Beverage Policies:

Outside food and beverages welcome
Alcohol consumption permitted in designated areas
Food deliveries accepted during business hours
Catering services coordination available for groups

7.3 Zen Zone Gazebo and Garden Areas

Garden Facilities:

Tropical landscaping with native plants
Seating areas for relaxation and reading
Garden lighting for evening enjoyment
Maintenance schedule: Early morning and late afternoon

Gazebo Usage:

Maximum capacity: 8 persons
Quiet activities only (reading, meditation, conversation)
Available 6:00 AM - 10:00 PM
Reservation required for group use
Yoga mats available upon request

Garden Events and Activities:

Small gatherings permitted with advance notice
Birthday celebrations and special occasions welcome
Music and entertainment subject to noise restrictions
Professional photography requires approval and fee
Wedding or ceremony coordination available

7.4 Parking and Transportation Services

Parking Facilities:

Complimentary parking for registered guests
Spaces available for motorcycles, cars, and vans
First-come, first-served basis
24-hour access for guest vehicles
No overnight parking for non-guests

Parking Terms:

Property not liable for vehicle damage, theft, or loss
Vehicles parked at owner's risk
Insurance verification recommended
Blocking other vehicles prohibited
Abandoned vehicles towed at owner's expense

Transportation Coordination:

Airport transfer arrangement (₱350 per person)
Motorcycle rental coordination (₱350-800 per day)
Van rental for groups (available through partner vendors)
Emergency transportation assistance

7.5 Housekeeping and Maintenance Services

Standard Housekeeping:

Room cleaning for stays 3+ nights
Fresh towels every 3 days or upon request
Bed linen change every 2nd day for 3+ nights stays
Bathroom cleaning and restocking every 2nd day for 3+ nights stays
Common area maintenance twice daily
Pet area cleaning and sanitization included for pet guests
Additional cleaning for pet hair and odor when necessary

Extended Stay Services:

Weekly deep cleaning for stays 7+ nights
Monthly thorough cleaning for stays 30+ nights
Laundry service coordination
Personal shopping assistance available
Additional cleaning services upon request

Maintenance Response:

Emergency repairs: Immediate response
Non-emergency issues: Within 2 hours during business hours
Air conditioning service: 24-hour availability
Plumbing and electrical: Priority response
Guest reporting encouraged for prompt resolution

7.6 Concierge and Guest Services

Tour and Activity Coordination (in partnership with local vendors):

Island hopping to Naked, Daku, and Guyam Islands
Surfing lessons and board rentals at Cloud 9 and nearby breaks
Sugba Lagoon trips and paddle board rentals
Sohoton Cove tours (jellyfish sanctuary, caves, and lagoons)
Land tours to Magpupungko Rock Pools, Maasin River, and coconut road
Motorbike rentals and off-the-beaten-path exploration

Local Information Services:

Restaurant recommendations and reservations
Transportation schedules and booking
Weather and safety updates
Local events and festival information
Emergency contact directory

Personal Services:

Laundry and dry cleaning coordination
Massage and spa service arrangement
Grocery shopping assistance
Equipment rental coordination
Special occasion planning
Pet grooming and veterinary appointment coordination

8. ENHANCED SAFETY AND SECURITY MEASURES

8.1 Guest Safety Responsibilities

Personal Safety Awareness:

Guests responsible for personal safety and decision-making
Ocean and water activities at own risk
Local conditions and hazards briefing provided at check-in
Emergency contact information posted in each accommodation
First aid kit locations indicated in common areas

Valuable Items Security:

Property not liable for theft, loss, or damage of personal belongings
Secure storage recommended for valuables
Cash, jewelry, and electronics should not be left unattended
Travel insurance strongly recommended for valuable items
Reporting procedures for missing items provided

Activity Safety Guidelines:

All recreational activities undertaken at guest's own risk
Professional guidance recommended for water sports and adventure activities
Local weather and sea conditions should be monitored
Alcohol consumption and water activities strongly discouraged
Children must be supervised by adults at all times

8.2 Property Security Measures

Access Control:

Main entrance secured during overnight hours (10:00 PM - 6:00 AM)s
Common area access limited to registered guests
Visitor registration and escort policy
Emergency access procedures for staff

Surveillance and Monitoring:

Security cameras in common areas and entrances
Privacy respected in private accommodation areas
24-hour monitoring capabilities
Recorded footage available for incident investigation
Guest privacy rights protected according to law

Emergency Response Capabilities:

Trained staff available for emergency situations
Direct communication with local emergency services
Emergency evacuation procedures established
First aid certified staff on-site during business hours
Emergency transportation coordination available

8.3 Natural Disaster Preparedness

Typhoon and Weather Emergency Procedures:

Weather monitoring and guest advisory system
Safe shelter areas identified and marked
Emergency supply storage (water, food, flashlights)
Communication with local government and emergency services
Post-storm damage assessment and guest safety verification

Earthquake and Geological Event Response:

Building construction meets local safety standards
Emergency assembly areas designated
Evacuation routes clearly marked
Guest safety briefing includes earthquake procedures
Structural integrity assessment following significant events

Fire Safety Measures:

Smoke detection systems in all buildings
Fire extinguishers placed throughout property
Emergency exit routes marked and maintained
Staff training in fire response procedures
Guest instruction in fire safety procedures

8.4 Health and Medical Emergency Support

Medical Emergency Response:

First aid supplies available at reception
Staff trained in basic first aid and CPR
Direct contact with local medical facilities
Emergency transportation coordination
Medical professional referral network

Health and Hygiene Standards:

Regular sanitization of common areas and high-touch surfaces
Clean linen and towel standards maintained
Waste management according to health standards
Pest control measures implemented regularly

Guest Health Responsibilities:

Pre-existing medical conditions should be disclosed if relevant to safety
Medication and medical supplies should be personally maintained
Travel health insurance strongly recommended
Immediate notification required for serious health incidents
Compliance with any applicable health protocols or requirements

9. COMPREHENSIVE LIABILITY AND INSURANCE PROVISIONS

9.1 Limitation of Property Liability

General Liability Limitations:

Property liability limited to direct damages not exceeding total accommodation charges paid
No liability for indirect, consequential, incidental, or punitive damages
Force majeure events exempt Property from liability claims
Guest assumption of risk for all voluntary activities and decisions
Property insurance does not extend coverage to guest belongings or activities

Specific Exclusions:

Natural disasters, weather events, and geological phenomena
Acts of third parties, crime, or civil unrest
Guest negligence, misconduct, or violation of house rules
Pre-existing medical conditions or health-related incidents
Loss or damage to vehicles or personal transportation
Technology failures, internet outages, or communication disruptions

Maximum Liability Caps:

Property damage claims: Limited to replacement cost of damaged items
Personal injury claims: Limited to emergency medical expense coordination
Theft or loss claims: No liability beyond reasonable security measures provided
Business or income loss: No liability for missed opportunities or travel disruptions

9.2 Guest Insurance Requirements and Recommendations

Strongly Recommended Coverage:

Comprehensive travel insurance including medical coverage
Personal property and valuable items insurance
Trip cancellation and interruption insurance
Adventure and water sports activity coverage
Emergency medical evacuation insurance

Required Documentation:

Travel insurance information recommended to be provided at check-in
Emergency contact and medical information required
Proof of adequate coverage recommended for extended stays
Special activity insurance may be required for organised tours

Guest Self-Insurance Responsibility:

Guests without insurance assume full personal financial responsibility
Medical expenses and emergency transportation costs borne by guest
Property damage costs immediately charged to guest account
Legal and liability costs guest's responsibility

9.3 Property Damage and Guest Liability

Guest Responsibility for Damage:

Guests liable for all damage caused by negligence, misuse, or intentional acts
Damage assessment conducted by management with photographic documentation
Repair and replacement costs charged at current market rates
Professional cleaning charges for excessive mess or staining
Equipment replacement costs include labor and service charges

Damage Assessment Procedures:

Immediate incident reporting and documentation
Photographic evidence collection
Professional assessment for significant damage
Cost estimate and repair quote provision
Guest notification and explanation of charges
Payment collection before departure or deposit adjustment
Receipt and documentation provided for all charges

Damage Deposit and Security Procedures:

Damage deposits held in separate account and not used for operational expenses
Detailed inspection conducted with guest present during check-out
Itemised damage report provided within 24 hours
Disputed damages subject to third-party assessment
Unused deposit refunded within 48 hours of check-out
Additional charges beyond deposit immediately due and payable

9.4 Insurance Claims and Incident Reporting

Incident Reporting Requirements:

All accidents, injuries, or significant incidents must be reported immediately
Written incident reports completed within 24 hours
Photographic documentation of incident scene when appropriate
Witness statements collected when available
Medical attention facilitated when required

Property Insurance Coverage:

Comprehensive property and liability insurance maintained
Coverage details available for review upon request
Claims assistance provided for covered incidents
Coordination with guest insurance companies when beneficial
Legal representation arrangements for serious incidents

Guest Claims Procedures:

All guest claims must be submitted in writing within 30 days of incident
Supporting documentation and evidence required
Investigation conducted by management and insurance representatives
Resolution attempts through direct negotiation
Dispute resolution through mediation or legal channels

10. PRIVACY, DATA PROTECTION, AND GUEST INFORMATION

10.1 Information Collection and Usage

Personal Information Collected:

Guest identification and contact information
Payment and billing information
Emergency contact details
Stay preferences and special requirements
Guest feedback and communication records

Information Usage Purposes:

Accommodation booking and service provision
Payment processing and financial record keeping
Emergency contact and safety procedures
Service improvement and guest experience enhancement
Legal compliance and reporting requirements
Marketing communications (with consent only)

Information Sharing Limitations:

No sharing with third parties except as required by law
Government reporting as required by tourism and tax regulations
Emergency sharing with medical or security personnel when necessary
Service provider sharing limited to essential operational needs
Guest consent required for any marketing or promotional use

10.2 Data Privacy Act Compliance

Philippine Data Privacy Act Compliance:

Data collection, processing, and storage compliant with all applicable laws
Guest rights to access, correct, and delete personal information
Data retention periods limited to legal and business necessity
Secure data storage and transmission protocols implemented
Privacy officer designated for data protection concerns

Guest Rights and Procedures:

Right to access all personal information held by Property
Right to correction of inaccurate or incomplete information
Right to deletion of information after legal retention periods
Right to opt-out of marketing communications at any time
Right to file complaints with National Privacy Commission

Data Security Measures:

Encrypted storage and transmission of sensitive information
Access controls limiting staff access to necessary information only
Regular security audits and system updates
Incident response procedures for data breaches
Guest notification requirements for security incidents

10.3 Photography and Media Usage

Property Photography Policies:

Property reserves right to photograph facilities for promotional purposes
Guest privacy respected; no photographs in private accommodation areas
Guests may request not to be included in promotional materials
Professional photography sessions require advance approval and coordination
Wedding and event photography subject to additional terms and fees

Guest Photography Guidelines:

Guests welcome to photograph property for personal use
Commercial use of property images requires written permission and licensing fees
Respect for other guests' privacy in common areas
No photography in private areas without explicit permission
Social media sharing encouraged with appropriate tagging

Intellectual Property Protection:

Property name, logo, and branding protected by trademark
Unauthorised commercial use of property images prohibited
Guest-generated content may be shared with permission
Professional media and influencer collaborations subject to agreement
Copyright and usage rights clearly defined in any media agreements

11. FORCE MAJEURE AND EXTRAORDINARY CIRCUMSTANCES

11.1 Definition of Force Majeure Events

Natural Disasters and Weather Events:

Typhoons, hurricanes, and severe tropical storms
Earthquakes, volcanic eruptions, and geological events
Floods, landslides, and extreme weather conditions
Drought, water shortage, and environmental disasters

Government and Political Events:

Government-imposed travel restrictions or border closures
Martial law, civil unrest, or political instability
Public health emergencies and quarantine requirements
Changes in visa or immigration policies affecting guest travel

Infrastructure and Service Disruptions:

Complete transportation system failures
Extended power outages and utility service interruptions
Communication system failures affecting internet and telephone service
Supply chain disruptions affecting food, fuel, or essential services

11.2 Force Majeure Response Procedures

Guest Safety Priority:

Immediate guest safety assessment and secure shelter provision
Communication with guests regarding situation status and response plans
Coordination with local authorities and emergency services
Emergency supply distribution (water, food, first aid) as available
Evacuation assistance when required and feasible

Service Continuation Efforts:

Alternative service provision when possible within safety constraints
Backup power and communication systems activation
Essential services prioritisation (safety, food, water, shelter)
Regular status updates and communication with guests
Coordination with airlines, transportation, and other service providers

Financial and Booking Adjustments:

Automatic waiver of cancellation fees for affected bookings
Full refund or future credit options for cancelled stays
No additional charges for extended stays due to transportation disruptions
Assistance with rebooking and alternative arrangement coordination
Travel insurance claim assistance and documentation

11.3 Business Continuity and Recovery

Operational Recovery Procedures:

Damage assessment and facility inspection following events
Essential service restoration prioritisation
Staff safety verification and return-to-work protocols
Guest communication regarding reopening timeline and status
Insurance claim processing and facility repair coordination

Guest Rebooking and Compensation:

Priority rebooking for affected guests when operations resume
Special rates and compensation packages for inconvenienced guests
Extended validity periods for credits and vouchers
Additional services or upgrades when available as compensation
Loyalty program benefits for guests affected by force majeure events

12. COMPREHENSIVE LEGAL COMPLIANCE AND REGULATIONS

12.1 Philippine National and Local Law Compliance

Department of Tourism (DOT) Regulations:

Valid DOT accreditation and compliance with accommodation standards
Guest registration and reporting requirements met
Tourism development fee collection and remittance
Safety and security standards maintenance
Environmental protection and sustainability compliance

Local Government Regulations:

Business permit and licensing requirements fulfilled
Barangay registration and community compliance
Local tax collection and remittance procedures
Waste management and environmental regulations compliance
Building and safety code adherence

Immigration and Security Requirements:

Foreign guest registration with appropriate authorities
Compliance with visa and immigration status verification
Reporting of suspicious activities to appropriate authorities
Cooperation with law enforcement investigations when required
Anti-money laundering and financial crime prevention measures

12.2 Health and Safety Regulatory Compliance

Department of Health Standards:

Food safety and sanitation requirements for kitchen facilities
Water quality testing and treatment compliance
Waste management and disposal according to health standards
Pest control and vector management programs
Communicable disease prevention and response protocols

Fire and Building Safety Codes:

Building construction and occupancy permits
Fire safety equipment installation and maintenance
Emergency egress and evacuation route compliance
Electrical and mechanical system safety standards
Regular safety inspections and compliance verification

Environmental Protection Requirements:

Environmental compliance certificate maintenance
Waste segregation and disposal according to environmental laws
Water conservation and pollution prevention measures
Energy efficiency and sustainable operation practices
Protected area and marine sanctuary regulation compliance

12.3 Labor and Employment Law Compliance

Staff Employment Standards:

Full compliance with Philippine Labor Code requirements
Social Security System (SSS) and PhilHealth registration for all employees
Fair wage and overtime compensation practices
Workplace safety and health standards implementation
Equal opportunity employment and anti-discrimination policies

Guest Service Standards:

Professional service delivery training and standards
Language proficiency requirements for guest-facing staff
Cultural sensitivity and hospitality training programs
Continuous professional development and skills improvement
Guest feedback integration into service improvement processes

13. DISPUTE RESOLUTION AND COMPLAINT PROCEDURES

13.1 Internal Complaint Resolution Process

Immediate Response Procedures:

Guest complaint reception and acknowledgment within 1 hour
Situation assessment and immediate remedial action when possible
Management involvement for serious or complex issues
Guest satisfaction verification and follow-up within 24 hours
Documentation and process improvement implementation

Escalation Procedures:

Level 1: Front desk and shift manager resolution attempt
Level 2: General manager involvement and comprehensive review
Level 3: Owner/management company intervention
Level 4: External mediation or regulatory body involvement
Level 5: Legal resolution through appropriate courts

Resolution Options:

Service recovery and immediate problem correction
Compensation through service credits, upgrades, or refunds
Future stay credits and special accommodation offers
Public apology and acknowledgment when appropriate
Process improvement implementation to prevent recurrence

13.2 External Dispute Resolution

Industry and Regulatory Channels:

Department of Tourism complaint and mediation services
Local government unit intervention and assistance
Tourism industry association mediation services
Consumer protection agency involvement when applicable
Professional mediation services for complex disputes

Legal Resolution Process:

Philippine court jurisdiction for all legal disputes
Surigao del Norte courts designated for local jurisdiction
Alternative dispute resolution encouraged before litigation
Legal representation arrangements and cost considerations
International arbitration for cross-border disputes when appropriate

Regulatory Reporting:

Serious incidents reported to appropriate government agencies
Tourism-related complaints forwarded to Department of Tourism
Safety incidents reported to local government and emergency services
Financial disputes reported to appropriate regulatory bodies
Consumer protection violations reported to Department of Trade and Industry

13.3 Guest Rights and Advocacy

Guest Rights Information:

Clear explanation of guest rights under Philippine law
Access to complaint procedures and external advocacy resources
Translation services available for non-English speaking guests
Cultural sensitivity in dispute resolution processes
Protection from retaliation for legitimate complaints

Advocacy Resources:

Tourist assistance hotlines and emergency contact information
Embassy and consulate contact information for foreign guests
Legal aid services information for complex disputes
Consumer protection agency contact information
Tourism ombudsman services when available

14. SPECIAL CIRCUMSTANCES AND EXCEPTIONS

14.1 Extended Stay and Long-term Guest Policies

Monthly Stay Arrangements (30+ days):

Special monthly rate agreements and payment terms
Enhanced cleaning and maintenance service schedules
Utility consumption monitoring and adjustment procedures
Mail and package receiving services
Temporary residency documentation assistance

Seasonal Worker and Business Traveler Accommodations:

Corporate rate agreements and billing arrangements
Extended stay amenities and service modifications
Business service support (internet, workspace, meeting areas)
Flexible check-in/check-out arrangements
Local area integration and community connection assistance

14.2 Special Needs and Accessibility Accommodations

Accessibility Support:

Reasonable accommodation provisions for guests with disabilities
Mobility assistance and equipment arrangement
Communication support for hearing or speech impaired guests
Service animal accommodation policies and procedures
Accessibility information and area resource coordination

Medical and Health Support:

Special dietary requirement accommodation
Medication storage and refrigeration when needed
Medical equipment power and space requirements
Healthcare provider coordination and referral services
Emergency medical response enhancement for special needs guests

14.3 Group Events and Special Occasions

Wedding and Celebration Services:

Event planning coordination and vendor referral services
Special decoration and setup arrangements
Catering and dining service enhancement
Photography and videography coordination
Guest accommodation package deals and group rates

Corporate and Business Events:

Meeting space arrangement and equipment provision
Business service support (internet, printing, presentation equipment)
Team building activity coordination
Transportation and logistics support
Billing and payment arrangement flexibility