Cancellation & Refund Policy

1. Scope

This policy applies to bookings made directly with The Continental, whether by WhatsApp, phone, email, our website, or a payment link we send you. Please read it together with our Terms & Conditions and Service Delivery Policy.

Bookings made through third-party online platforms (such as Airbnb or Booking.com) are subject to that platform’s cancellation policy, and any refund is processed directly by that platform.

2. How to Cancel

To cancel, send us a WhatsApp message on +92 339 7777122 or email info@thecontinental.pk with your name and booking reference. Your cancellation takes effect from the time we receive your message, and we will confirm it in writing. Cancellations must come from the person who made the booking.

3. Standard Bookings

The following applies to room bookings of up to 6 nights. Cancellation times are counted back from check-in at 2:00 PM on your arrival date.

* A booking is treated as a no-show if you have not arrived or contacted us by 12:00 PM on the day after your scheduled arrival date.

4. Extended Stays and Whole-Property Bookings

The following applies to stays of 7 nights or more and to bookings of the entire property.

5. Non-Refundable Rates

Where we offer a discounted or promotional rate that is clearly marked as non-refundable when you book, payments for that booking are not refundable. Date changes may be allowed at our discretion, subject to room availability.

6. Changing Your Booking

• Date changes requested 48 hours or more before check-in are free, subject to availability. If the rate for your new dates is different, you pay or are refunded the difference.
• Date changes requested less than 48 hours before check-in are treated as a cancellation under the terms above.
• Reducing the number of nights is treated as a cancellation of those specific nights.
• A change is only confirmed once we acknowledge and confirm it in writing.

7. Early Departure

If you check out earlier than booked, unused nights are generally non-refundable. If you notify reception at least 24 hours in advance, we may refund or credit unused nights at our sole discretion.

8. Refused Check-in or Removal

• If we cannot check you in because the identification required by law (such as a valid CNIC or passport) is not provided, the booking is treated as a cancellation on the day of arrival under the terms above.
• If a guest is asked to leave during a stay for breaching our Terms & Conditions, no refund is given for any remaining nights.

9. If We Cancel Your Booking

In the rare event that we cannot provide your confirmed booking, for example due to emergency maintenance, a government order, or other circumstances beyond our control, we will inform you as soon as possible and offer you the choice of:

• A full refund of the amount paid for the affected nights; or
• New dates, subject to availability, at your originally confirmed rate.

Our responsibility in these situations is strictly limited to the refund or rebooking options described above.

10. Circumstances Beyond Your Control

Travel disruption, flight cancellations, personal illness, weather, and similar events that prevent you from travelling do not alter the cancellation terms above. In these situations, we will consider requests to adjust your dates at our discretion and subject to availability. We strongly recommend travel insurance for this reason.

11. Concierge Services

• If you cancel a concierge service before we have confirmed it with the external provider, any amount prepaid is refunded in full.
• If you cancel after the provider has been confirmed or dispatched, charges already incurred are non-refundable.
• If a service is not delivered as agreed, notify reception within 24 hours. We will review it with the provider and, where appropriate, arrange a replacement service or a full/partial refund.

12. Problems During Your Stay

If something about your room or stay is not right, please tell reception immediately so we can address it, whether by resolving the issue or moving you to another available room. Issues raised only after check-out are significantly harder for us to resolve, though we review every complaint.

13. How Refunds Are Paid

• Method: Refunds are paid to the original payment method. Card payments are refunded to the same card through our payment gateway. Bank transfers are refunded to the originating bank account. Cash payments are refunded via bank transfer or in cash at the property.
• Processing Time: We approve and initiate eligible refunds within 3 working days of confirming your cancellation or refund request.
• Receiving Your Refund: Card refunds usually appear within 7 to 14 working days, depending on your bank. Bank transfer refunds usually arrive within 5 working days.
• Currency: Refunds are made in Pakistani Rupees (PKR). If you paid with an international card, the amount credited may differ slightly from the amount charged due to exchange rate fluctuations or bank charges.
• Confirmation: We send you a refund confirmation with a reference number via WhatsApp or email.

14. Payment Disputes

If you have a concern about a charge, please contact us first. We will respond within 3 working days to work with you toward a resolution. If a chargeback is raised with your bank, we will provide our booking and payment records to the bank and our payment partner for verification.