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Guest Policy

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 time of booking.
    • 2.2.     A Company should send their reservation request through corporate E-mail ID of their respective company.
    • 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 of entire period of stay by Cash/Cheque or Pay order/Credit Card/Debit Card/Online/Mobile.
      • 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: 1096 1542 68001; Bank Name: IFIC Bank Limited
        Branch: Banani; Swift Code: IFICBDDH
        Currency of Payment: BDT (Bangladeshi Taka)
    • 2.4.4.     After deposit, scanned copy of the deposit slip need to be e-mailed to reservations@grandsultanresort.com
    • 2.5.     Please present your Original Deposit Slip to Front Desk upon Check In.
    • 2.6.     A Company 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-Fitr, Eid-Ul-Azha, 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-Fitr, Eid-Ul-Azha, 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 Booking, the above terms and conditions can be negotiated and re-defined as per mutual consent of Guests and Resort Authorities.
  • 3. Check-In & Check-Out Policy:
    • 3.1.     Our Check-In time at 2:00pm.
    • 3.2.     Our Check-Out time at 12:00pm.
    • 3.3.     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.
    • 3.4.     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.
    • 3.5.     For individual, Guest must present his/her valid National ID Card/Passport/Driving License/Company photo ID card upon Check-In.
    • 3.6.     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.
  • 4. 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.
  • 5. Smoking Policy:
    • 5.1.     GS has dedicated Smoking & Non-Smoking Room.
    • 5.2.     Please specify the choices during the reservation to get the desired room.
    • 5.3.     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.
  • 6. Damage Policy:
    • 6.1.     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.
    • 6.2.     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.
    • 6.3.     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.
  • 7. Removal of Hotel Property:
    • 7.1.     We reserve the right to charge guests the cost of replacing any items that are removed from the premises by them without consent.
    • 7.2.     The charge will be the full replacement amount of the missing item, including any carriage charges.
    • 7.3.     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.
  • 8. Children Policy:
    • 8.1.     Guest up to Twelve (12) years of age is defined as Children and above Twelve (12) years of age is defined as Adult.
    • 8.2.     Child below 5 years Free.
    • 8.3.     Child age 5 to below 10 years 50% of Regular Charge.
    • 8.4.     Child age 10 to 12 years Full Charge.
    • 8.5.     Extra Bed for children or Baby Cot for infant is chargeable.
    • 8.6.     Extra Adult (Age above 12 years) charge BDT 3200 for Breakfast & Accommodation.
    • 8.7.     Children Swimming Pool 01 is complimentary for In-House Guests. Suitable for children of 03- 05 years of age.
    • 8.8.     Children Swimming Pool 02 is complimentary for In-House Guests. Suitable for children above 05 - 12 years of age.
    • 8.9.     Children Play Zone nearby the Swimming Pool area is free of charges.
    • 8.10.     Children Game Room in level five is free of charges.
  • 9. Pets Policy:
    • Any sort of Pets are not allowed inside the premises of Grand Sultan Tea Resort &smp; Golf.
  • 10. Gun Policy:
    • 10.1.     Strictly not allowed to carry any kind of Firearms or Ammunition inside the premises.
    • 10.2.     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.
  • 11. Dress Code:
    • Smart Casual Wear for all valued Guests.
  • 12. Night Roaming:
    • Strictly prohibited to roam around in Golf Paharika (Recreational Golf Course) after 9:00 pm.
  • 13. Outside Food & Beverage:
    • Grand Sultan Tea Resort & Golf does not encourage & prohibits bringing any Food or Beverage from outside.
  • 14. Safety & Security:
    • 14.1.     Grand Sultan Tea Resort & Golf believes in Zero Tolerance Policy in case of Safety & Security issues.
    • 14.2.     Grand Sultan Tea Resort & Golf strictly abides by the HSE (Health Safety Environment) Policies in accordance with International Standards.
    • 14.3.     In case of Emergency or Fire Alert, please DO NOT USE ELEVATOR, USE THE NEAREST FIRE STAIRS.
    • 14.4.     In case of Emergency or Fire Alert, please dial '0'.
  • 15. In House Doctor:
    • In House Medical Assistance will be available on 24X7. For assistance please Dial '0'
  • 16. Visiting & Taking Picture at Swimming Pool area:
    • 16.1.     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).
    • 16.2.     Any Room Guest visiting the Swimming Pool area can take their photos at their own discretion but at the same time they should be advised very politely not to do so when someone using the facility.
    • 16.3.     Any Guest (Regardless of Room Guest of Visiting Guest) must be abiding by the general rules of using the Swimming Pool facilities.
  • 17. Visiting & Taking Picture at Sports Zone:
    • 17.1.     Apart from the room guests, outside guests or visitors are not allowed at the Sports Zone.
    • 17.2.     Apart from Golfers, Any room guests or visitors are not allowed at the Golf Course.
    • 17.3.     For taking pictures at Sports Zone the above regulations will be applicable with smart and diplomatic improvisations as situation demands.
  • 18. Complimentary Facilities & Amenities:
    • 18.1.     Welcome Drink on arrival.
    • 18.2.     Fruit Basket in room on arrival day.
    • 18.3.     Complimentary Breakfast as per room per day.
    • 18.4.     Complimentary Breakfast for any children below 5 years.
    • 18.5.     WI-FI Internet in room.
    • 18.6.     WI-FI Internet in public areas.
    • 18.7.     Usage of Swimming pool & outdoor Jacuzzi.
    • 18.8.     Usage of Gymnasium.
    • 18.9.     Usage of Children Play Zone (both Indoor & Outdoor).
    • 18.10.     Bottles of Mineral Water (500ml) as per room per day.
    • 18.11.     32" wall-mounted LCD TV with cable connection.
    • 18.12.     Electronic Safety Deposit Box.
    • 18.13.     Tea/Coffee Making Facility.
    • 18.14.     Library.
  • 19. Other Facilities:
    • 19.1.     Parking for 70+ Cars (Inside Resort Compound).
    • 19.2.     Helipad.
    • 19.3.     24 Hours In-Room Dining.
    • 19.4.     24 Hours Front Desk, Concierge & Housekeeping.
    • 19.5.     Laundry Service.
    • 19.6.     Business Center.
    • 19.7.     Emergency on Call Doctor.
    • 19.8.     24 X 7 CCTV Security Surveillance.
  • 20. Guest Recreational Facilities:
    • 20.1.     Outdoor Sports- 09 Hole Recreational Golf, Lawn Tennis, Basketball, Badminton.
    • 20.2.     Indoor Sports- Pool, Table Tennis.
    • 20.3.     Outdoor Child Sports- Badminton.
    • 20.4.     Temperature Controlled Swimming Pool.
    • 20.5.     Temperature Controlled 2 Children Swimming Pool.
    • 20.6.     Spa.
    • 20.7.     Sauna.
    • 20.8.     Steam Bath.
    • 20.9.     Indoor & Outdoor Jacuzzi.
    • 20.10.     HD Movie Theatre.
  • 21. Business Meeting Room Facilities:
    • 21.1.     Two Businesses & Meeting Rooms - Dewane Khas - 1 & 2.
    • 21.2.     Sitting Capacity - 38 persons in Dewane Khas -1 & 17 persons in Dewane khas - 2.
  • 22. Banquet Facilities:
    • 22.1.     Grand Ballroom - Rashni Mahal (Level 06); Sitting Capacity: 500 - 530 persons in Round Table Setup & 800 persons in Theatrical Setup.
    • 22.2.     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.

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