Guest Policy

1. Rates: All Rates are subject to 10% Service Charge & 15% VAT (Value Added Tax).

2. Reservation & Cancellation Policy:

2.1. Confirmation of room reservation depends on the availability of rooms at the moment in time of booking.
2.2. A Company or organization should send their reservation request through corporate E-mail ID of their respective company or organization.
2.3. All reservation request should be sent to reservations@grandsultanresort.com
2.4. All bookings should be guaranteed in the following manners:
2.4.1. 50% advance of the total budget for entire period of stay by Cash/ Cheque/ Pay order/ Credit Card /Debit Card/ Online/ Cell phone.
2.4.2. Advance amount can also be deposited in our Bank Account.
2.4.3. Bank Details:
Account Name: EXCURSION & RESORTS BANGLADESH LTD.
Account No: 1096154268002
Bank Name: IFIC Bank Limited
Branch: Banani; Swift Code: IFICBDDH
Currency of Payment: BDT (Bangladeshi Taka)
2.4.4. After deposit, The scanned copy of the deposit slip needs to be e-mailed to deposit@grandsultanresort.com
2.5. Please present your Original Deposit Slip to Front Desk upon Check In.
2.6. A Company or an organization need to issue a Letter of Payment and a Letter of Guarantee in favor of Excursion & Resorts Bangladesh Ltd.(Parent company of Grand Sultan Tea Resort &Golf) along with 50% advance amount, which will guarantee the payment of specified services availed by the company’s guest, directly by the Corporate Company Accounts.
2.7. For any individual booking: Cancellation notice must be given at-least 72 hours prior to Arrival/Check-in date. During specific periods such as consecutive Government holidays, Eid-Ul-Fitre, Eid-Ul-Azha, Merry Christmas, Buddha Purnima, Bengali New Year, Durga Puja, New Year’s Eve etc., cancellation notice must be given at-least 15 days prior to Arrival/Check-in date. Cancellation made after the period of notice or No-Shows will be charged one full night’s Room Tariff (as offered rate of each room booked) with 10% Service Charge & 15% VAT.
2.8. For any Group Booking (Minimum 10 Rooms): Cancellation notice must be given at least 10 days prior to Arrival/Check-in date.
2.9. For more than 10 Rooms: Cancellation notice must be given at-least 25 days prior to Arrival/Check-in date. During specific periods such as consecutive Government holidays, Eid-Ul-Fitre, Eid-Ul-Azha, Merry Christmas, Buddha Purnima, Bengali New Year, Durga Puja, New Year’s Eve etc., cancellation notice must be given at-least 35 days prior to Arrival/Check-in date. Cancellation made after the period of notice OR No-Shows we charge 50% of the total budget.
2.10. For Group/ Corporate Booking, the above terms and conditions can be negotiated and re-defined as per mutual consent of Guests and Resort Authorities.

3. Special Precautionary Terms & Conditions during COVID-19 Pandemic:
Grand Sultan Tea Resort & Golf is committed to provide following additional steps to ensure the safety of the guests & associates in compliance with the People’s Republic of Bangladesh Government and WHO recommended safety & health guidelines:

3.1. Guests are requested to bring their own health precautionary items such as personal disinfectant (Sanitizer), Mask, Gloves etc. during their stay at Grand Sultan Tea Resort & Golf (GS).
3.2. All the vehicles will enter at GS with proper disinfection process.
3.3. Guests will be requested to wipe their shoes on GS provided sanitized cloth on entering the Lobby as a preventive measure. Note: Guests will have to go under this safety procedure every time they go out & come back to GS premises.
3.4. All guest’s body temperature (Maximum Border Line: 37.4o C or 98.4o F) will be checked by our qualified personnel on arrival at GS Lobby. Note: Guests will have to go under this safety procedure every time they go out & come back to GS premises.
3.5. The luggage will be sanitized externally. Note: Guests will have to go under this safety procedure every time they go out & come back to GS premises.
3.6. During Check In time, sanitized pens & room keys will be provided.
3.7. Signage will guide the guests to emphasize the importance to maintain proper safety & health caution protocols.
3.8. All Guest rooms & Public areas accessible to guests are sanitized at regular intervals.
3.9. Restaurant tables and chairs are arranged with proper social distancing and sanitized after every use.
3.10. The buffet Breakfast, Lunch & Dinner will be served by GS staffs. Guests are required to not to access on their own and cooperate with us.
3.11. Grand Sultan Tea Resort & Golf will not take any responsibility regarding guest health issues if any guest becomes sick or don’t follow our Special Precautionary Terms & Conditions.
Grand Sultan is maintaining personal hygiene & all suggested safety measures to ensure your safety.

4. Check-In & Check-Out Policy:

4.1. Our Check-In time at 2:00pm.
4.2. Our Check-Out time at 12:00pm.
4.3. Check-In before 2:00pm will be considered as early Check-In, which is chargeable and subject to availability of room for that particular day.
4.4. Check-Out after 12:00pm will be considered as late Check-Out, which is chargeable and subject to availability of room for that particular day.
4.5. For individual, Guest must present his/her valid National ID Card/Passport/Driving License/Company photo ID card upon Check-In.
4.6. For Group/Corporate booking, all guests must present his/her individual Company photo ID card upon check-In. In special cases exception can be made, where the respective authority of that particular Group/Corporate can provide the name list of all guests with official designation and contact details prior to Check-In.

5. Discount Policy:
Guest must present his/her valid document upon Check-In at the Front desk to avail the special discounted offer as per agreement.

6. Smoking Policy:

6.1. GS has dedicated Smoking & Non-Smoking room.
6.2. Please specify the choices during the reservation to get the desired room.
6.3. Any charges resulting from deodorizing the property or other smoke related maintenance shall be the financial responsibility of the occupant of said room; this includes but is not limited to false alarms with the Fire and Police Departments and lost revenue.

7. Damage Policy:

7.1. Resort reserves the right to charge guests the cost of rectifying damage, caused by the deliberate, negligent or reckless act of the guest to the hotel’s property or structure.
7.2. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guest’s credit / debit card, or send an invoice for the amount to the registered address.
7.3. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

8. Removal of Hotel Property:

8.1. We reserve the right to charge guests the cost of replacing any items that are removed from the premises by them without consent.
8.2. The charge will be the full replacement amount of the missing item, including any carriage charges.
8.3. Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the Guest’s Credit/Debit Card, or send an invoice for the amount to the registered address.

9. Children Policy:

9.1. Guest up to Ten (10) years of age is defined as Children.
9.2. Child age up to 5 years will get complimentary food (variable subject to special offers and packages).
9.3. Child age up to 10 years will be charged 50% price for food (variable subject to special offers and packages).
9.4. Extra Bed for children or Baby Cot for infant is chargeable (variable subject to special offers and packages).
9.5. Extra Person (Age above 10 years) will be charged full price for food & BDT 2000 Net per person for Accommodation (variable subject to special offers and packages).
9.6. Children Swimming Pool 01 is complimentary for In-House Guests. Suitable for children of 03- 05 years of age.
9.7. Children Swimming Pool 02 is complimentary for In-House Guests. Suitable for children above 05 – 12 years of age.
9.8. Children Play Zone nearby the Swimming Pool area is free of charges.
9.9. Children Game Room in level five is free of charges.

10. Pets Policy:
Any sort of Pets are not allowed inside the premises of Grand Sultan Tea Resort & Golf.

11. Gun Policy:

11.1. Strictly not allowed to carry any kind of Firearms or Ammunition inside the premises.
11.2. Kindly declare regarding your Firearms or Ammunition to our Security Personnel at entry gate before entering the resort premises. Please Deposit such belongings at the Security Office which will be returned in your possession when you will leave the premises.

12. Dress Code:
Smart Casual Wear for all valued Guests.

13. Night Roaming:
Strictly prohibited to roam around in Golf Paharika (Recreational Golf Course) after Sun set.

14. Outside Food & Beverage:
Grand Sultan Tea Resort & Golf does not encourage & prohibits bringing any Food or Beverage from outside.

15. Safety & Security:

15.1. Grand Sultan Tea Resort & Golf believes in Zero Tolerance Policy in case of Safety & Security issues.
15.2. Grand Sultan Tea Resort & Golf strictly abides by the HSE (Health Safety Environment) Policies in accordance with International Standards.
15.3. In case of Emergency or Fire Alert, please DO NOT USE ELEVATOR, USE THE NEAREST FIRE STAIRS.
15.4. In case of Emergency or Fire Alert please dial ‘0’.

16. In House Doctor:
In House Medical Assistance will be available on 24X7. For assistance please Dial ‘0’

17. Visiting & Taking Picture at Swimming Pool area:

17.1. When any Room Guest is using the facilities of Swimming Pool area, the outside guests or visitors are not allowed to visit there. Room Guests can visit the Swimming Pool Area any time within the business hours of Swimming Pool (07:00am – 09:00pm).
17.2. Any Guest (Regardless of Room Guest of Visiting Guest) must be abiding by the general rules of using the Swimming Pool facilities.

18. Visiting & Taking Picture at Sports Zone:

18.1. Apart from the room guests, outside guests or visitors are not allowed at the Sports Zone.
18.2. Apart from Golfers, Any room guests or visitors are not allowed at the Golf Course.

19. Complimentary Facilities & Amenities:

19.1. Welcome Drink on arrival.
19.2. Fruit Basket in room on arrival day.
19.3. Complimentary Breakfast as per room per day.
19.4. Complimentary Breakfast for any children below 5 years.
19.5. WI-FI Internet in room.
19.6. WI-FI Internet in public areas.
19.7. Swimming pool & outdoor Jacuzzi.
19.8. Gymnasium.
19.9. Children Play Zone (both Indoor & Outdoor).
19.10. Bottles of Mineral Water (1000ml) as per room per day.
19.11. 32″ wall-mounted LCD TV with cable connection.
19.12. Electronic Safety Deposit Box.
19.13. Tea/Coffee Making Facility.
19.14. Library.

20. Other Facilities:

20.1. Parking for 70+ Cars (Inside Resort Compound).
20.2. Helipad.
20.3. 24 Hours In-Room Dining.
20.4. 24 Hours Front Desk, Concierge & Housekeeping.
20.5. Laundry Service.
20.6. Business Center.
20.7. Emergency on Call Doctor.
20.8. 24 X 7 CCTV Security Surveillance.

21. Guest Recreational Facilities:

21.1. Outdoor Sports- Nine Hole Recreational Golf, Lawn Tennis, Basketball and Badminton.
21.2. Indoor Sports- Pool, Game Center.
21.3. Outdoor Child Sports- Badminton.
21.4. Temperature Controlled Swimming Pool.
21.5. Temperature Controlled 2 Children Swimming Pool.
21.6. Spa.
21.7. Sauna. & Steam Bath.
21.8. Indoor & Outdoor Jacuzzi.
21.9. HD Movie Theatre.

22. Business Meeting Room Facilities:

22.1. Two Businesses & Meeting Rooms – Dewane Khas – 1 & 2.
22.2. Sitting Capacity – 38 persons in Dewane Khas -1 & 17 persons in Dewane khas – 2.

23. Banquet Facilities:

23.1. Grand Ballroom – Rashni Mahal (Level 06); Sitting Capacity: 500 – 530 persons in Round Table Setup & 800 persons in Theatrical Setup.
23.2. Banquet Hall – Nowmi Manzil (Lobby Level); Sitting Capacity: 180 – 200 persons in Round Table Setup & 230 Persons in Theatrical Setup.

We would always appreciate that our valued guests should always extend their cooperation towards Grand Sultan Tea Resort & Golf to abide by our General Guest Policies.

Any such activity which is against the social values and law and order of ‘Peoples republic of Bangladesh’ is strictly prohibited in the premises of Grand Sultan Tea Resort & Golf.

Our special wish is that you will truly enjoy the experience of staying with us here and leave with the memorable memories and desire to come back as a friend of our resort.

Enjoy your Leisure with Luxury