Policies & Operations
Service Delivery Policy
This policy explains how and when The Continental Pakistan delivers its services. It is also our shipping and service policy: we do not sell or ship physical products, so no shipping or physical delivery charges apply.
1. What We Provide
- Accommodation: Boutique guest rooms at our property located at 63, Block J, Gulberg III, Lahore.
- Concierge Services: Personalized services arranged on request, including chauffeur service, in-house barbering, custom tailoring, food delivery, and restaurant reservations. These are billed separately from room reservations.
2. No Physical Shipping
We do not ship physical products. Booking confirmations, digital receipts, and invoices are sent electronically via WhatsApp and/or email. All hospitality and concierge services are delivered in person at our property or at an agreed location in Lahore.
3. How Your Booking Is Delivered
Our reservation and delivery process operates through standard service stages:
| Stage | What Happens | Timing |
|---|---|---|
| 1. Enquiry | Contact us via WhatsApp, phone, email, or website with stay dates and guest details. | Any time (Reception open 24/7) |
| 2. Quote | We confirm room availability and provide a rate quote in Pakistani Rupees (PKR). | Within 1 hour (Quotes valid for 24h) |
| 3. Payment | Pay advance or full balance via secure payment link, bank transfer, or card. | Within quote validity period |
| 4. Confirmation | We issue a written confirmation with booking reference, dates, and check-in details. | Within 2 hours of payment receipt |
| 5. Your Stay | Accommodation is delivered from arrival check-in until departure check-out. | Check-in: 2:00 PM | Check-out: 12:00 PM |
| 6. Invoice | Final statement and receipt provided for stay and concierge extras. | At check-out |
* If you have completed payment but have not received written confirmation within 2 hours, please notify reception.
4. Check-in Requirements
- 24-Hour Desk: Reception operates 24 hours daily. Please inform us of expected arrival times so rooms can be prepared.
- Mandatory Verification: Guests aged 18+ must present valid original identity documents (CNIC/NICOP for Pakistani nationals; Passport with valid visa for foreign nationals) per Punjab law.
- Early/Late Requests: Early check-in or late check-out requests are subject to availability and prior arrangement.
5. Concierge Service Delivery & Notice
Concierge options can be reserved before or during your stay. Standard notice requirements and delivery formats:
| Service | Advance Notice | Delivery Location / Format |
|---|---|---|
| Chauffeur | 4 hours | Pickup at property or designated Lahore location |
| Barbering | 3 hours | In-room or designated grooming space at property |
| Tailoring | 24 hours | In-person fittings at property; completed items delivered to room |
| Food Delivery | 1 hour | Delivered directly to property / room |
| Restaurant Reservations | Same day (subject to availability) | Confirmation and booking reference via WhatsApp |
* Certain third-party service completion timelines (such as bespoke tailoring) depend on work volume and are agreed upon booking.
6. Service Coverage Area
Guest accommodation is provided at our facility in Gulberg III, Lahore. Standard concierge and transport services cover the greater Lahore metropolitan area. Requests outside Lahore limits can be arranged upon request subject to surcharge.
7. Non-Delivery & Alternative Service
In the unexpected event that a confirmed room or requested concierge option cannot be supplied, reception will notify you immediately to arrange equivalent replacement services or process refunds per our Cancellation & Refund Policy.
8. Bookings via Third-Party Platforms
For reservations made via external portals (such as Airbnb or Booking.com), initial booking receipts and confirmation vouchers are generated directly by that platform. On-site stay delivery and concierge access remain identical to direct reservations.
9. Contact Us
For questions regarding service scheduling, delivery, or reservation confirmations, please contact us:
The Continental
Address: 63, Block J, Gulberg III, Lahore, Pakistan
Phone / WhatsApp: +92 339 7777122
Email: info@thecontinental.pk
Website: www.thecontinental.pk