Accessing and using this website is confidential upon your agreement to the following terms and conditions. Please carefully read these terms before using our website. If you disagree with any part of these terms, you are advised not to use this website.
By utilizing the www.ferndaleretreat.com website or engaging in written communication with Ferndale Retreat for travel arrangements, you confirm that you are 18 years or older and fully accept these terms and conditions, designed to protect all parties involved.
Booking Conditions
Ferndale Retreat’s website is owned and operated by Ferndale Retreat, the legal business is named as Tranquil International (Pvt) Ltd., with offices at 130/7, Siyamalagastenna, Rumbukwella, Teldeniya, 20900, Sri Lanka.
Customers are required to read and comply with the terms and conditions, including booking conditions available at www.ferndaleretreat.com/terms-and-conditions. Any violation may result in reservation cancellation, denial of hotel access, forfeiture of payments, and charges for costs incurred.
For hotel reservations made through this website, confirmation occurs upon sending an online confirmation, providing credit card details, and paying the total amount due or required deposits. An initial non-refundable deposit may be applicable in some cases.
Booking Your Holiday
A booking is considered accepted after receiving written confirmation along with full payment or a non-refundable deposit of 50% of Travel Arrangements’ value. This may be waived at the discretion of Ferndale Retreat.
Final Payment
Balance payment, if due, must be settled before leaving the hotel.
Methods of Payment
Payments may be made by bank transfer, any bank transfer-related charges are borne by the customer.
SSL, Security, and Encryption
The website and payment links are secured with SSL 256-bit encryption, ensuring data confidentiality, integrity, and authentication between the client and the hotel website.
Price Policy
Hotel booking prices may change due to governmental actions, currency fluctuations, and supplier price increases. Customers must pay additional amounts or cancel arrangements if prices increase beyond Ferndale Retreat’s control.
Booking Confirmation
For internet bookings, refrain from replying to auto-generated confirmation emails. Contact [email protected] for inquiries, and call +94 81 753 4803 or +94 76 262 6198 for assistance.
Rates
Accommodation rates vary for Sri Lankans, residents, and foreign nationals. Guests must meet the criteria for reservation confirmation.
The guest who makes the reservation needs to input the required details for authentication purposes. Upon check-in at the hotel, verification, either through the Sri Lankan National ID or the Sri Lankan Resident Visa, will be requested to prevent any confusion.
In the event that a guest opts for the Sri Lankan rate and there are foreign nationals within the group, the standard foreign rate will be applied to those specific guests during the check-in process.
Amendments and Cancellations
Reasonable changes may be made to travel arrangements after notification. Cancellation policies apply, varying by the booking period.
Cancellation Policy for Regular Bookings:
- Cancellations received with 8 days or more notice will be fully refunded, less any bank charges (if applicable).
- Cancellations received with less than 7 days notice are subject to a 100% cancellation fee.
- Failure to arrive at the hotel is subject to a 100% cancellation fee.
Cancellation Policy for Early Bird Offer Bookings:
- Any cancellation made on Early Bird offer bookings is non-refundable.
Cancellation Policy for Super Peak Period:
- All bookings received during the “super peak” period (December 23 to January 10) will be non-refundable.
Cancellation Policy for Amended Bookings:
- The cancellation policy applies to the original date of arrival, not the extended date. If the arrival date is brought forward, the cancellation policy applies to the amended arrival date.
Cancellation Policy for Special Promotions:
- All reservations made under Special promotions are non-refundable. These vouchers are valid for 01-year from the purchase date and validity may be adjusted based on any pandemic situation in the country.
Child Policy
- Children aged below 5 years stay free of charge on existing bedding.
- Children aged between 6 and 12 years (up to a maximum of 2 children) sharing their parents’ room are charged 50% on meal rates only, and this applies to existing bedding.
- Child meal rates are to be paid directly at the property.
Changes to the Booking
Reservation date changes and attraction booking changes are subject to availability and terms.
To modify your reservation date, please send an email to [email protected].
If the room rate for the new reservation date(s) is lower than the original rate, the surplus amount can be applied toward additional expenses at the hotel during your stay.
If the room rate for the new reservation date(s) exceeds the original rate, you are required to settle the difference before your departure.
Changes to dates are contingent upon availability.
Booking (Reservation) Disputes
In the event of a dispute concerning a booking made with Ferndale Retreat, the sole discretion lies with Ferndale Retreat to cancel the reservation and notify the guest via email. The full reservation amount, minus any applicable bank charges, will be refunded to the guest’s credit card.
Travel Insurance
Customers are advised to obtain travel insurance, and Ferndale Retreat can provide details if needed.
Responsibility
We will assume liability only for incidents directly resulting from our proven negligence or that of our suppliers in relation to arrangements included in your holiday itinerary, specifically when we handle all aspects of your holiday accommodation and transfers throughout your entire stay. This liability covers instances of illness, injury, and/or death.
Ferndale Retreat cannot be held accountable for the failure of any element of the holiday for which we do not bear direct responsibility. This includes challenges in locating hotels if customers opt to arrange their own transportation.
Certain circumstances may render it impossible to fulfil the contract due to events beyond our control, such as war, the threat of war, riots, civil strife, industrial disputes, terrorist activity, natural or nuclear disasters, fire, adverse weather conditions, and similar events. In such cases, we will not be liable for compensation, and we may be compelled to cancel, delay, curtail, or alter your reservation in any manner, affecting or preventing our performance of the contract.
We do not assume responsibility for any loss, damage to baggage, property, or for injury, illness, death, or any damages or claims caused directly or indirectly by accidents, loss, damage to a person or property, delays, transport failures, strikes, war, force majeure, Acts of God, or any other losses arising from or related to your travel arrangements.
We acknowledge our responsibility to ensure that the holidays you book with us adhere to the provided descriptions and that the services we are contractually obligated to offer meet a reasonable standard.
Breakages and Damages
You will be held accountable for any breakages, losses, or damages caused by you or a member of your party during your stay in the accommodation. It is your duty to rectify the damage or make full payment to Ferndale Retreat before departure, indemnifying us against any losses, damages, or claims.
Behaviour
You are responsible for adhering to all pertinent regulations governing carriage by air or any other mode of transport, as well as your conduct during your holiday stay. If, in the opinion of our suppliers/service providers and/or guide representative, your behaviour is disruptive, causing distress, injury, or danger to other clients, our staff, or any other third party, your reservation may be terminated, and we shall not be liable for any incurred costs or claims.
Severability
If any of these Booking Conditions are deemed invalid or unenforceable, then, subject to the law, all other provisions of these Booking Conditions shall remain valid and enforceable.
Arbitration
Upon confirmation of your booking with us, a contract between Ferndale Retreat and/or you is established. This contract and the accompanying Booking Terms and Conditions shall be governed in all respects by the laws of Sri Lanka.
Complaints
We aim to amicably resolve any reasonable complaints we receive regarding the standard of service or accommodation arrangements.
If your complaint cannot be resolved locally, you must submit a formal complaint email to us within 28 days of your return home, incorporating all relevant information. It is a condition of this agreement that you communicate any problems related to the standard of service or accommodation arrangements to the relevant authority at the Ferndale Retreat where you will be staying. If the issue persists, follow up with a written complaint. Failure to follow this procedure absolves us of responsibility, as we are deprived of the opportunity to investigate and rectify the matter.
Please email your concerns to [email protected].
Exclusion of Liability
Ferndale Retreat does not guarantee that all information available is free from errors or omissions, but we will make all reasonable efforts to correct any errors or omissions once notified. Our opinions are our own. While we rigorously strive for accuracy, these opinions are necessarily subjective to some degree.
All recommendations, opinions expressed, and prices regarding properties and/or destinations displayed are provided for guidance only. You agree as the user that the use of, or reliance upon, any of the content of the Ferndale Retreat website, and particularly any content recommending any hotel, product, or service, is done entirely at your risk (including content in subsequent itinerary documents sent to you).
Our website may contain links to websites operated by parties other than Ferndale Retreat. These links are provided for your reference and convenience only. We do not own or control the content of those websites and are not responsible for their content or your use of them.
We have endeavoured to portray and describe each hotel and/or service as best we can and also to provide the most up-to-date information through our website and other communications with you to the best of our knowledge.
We cannot be held liable for any discrepancies or differences that might arise between the content of our website (text, images, etc.) and any other 3rd party websites.
Information provided by you
All information provided by you should be true and accurate. We will treat it confidentially and not forward it to any third party. We have a strict anti-fraud policy and take responsible steps to protect personal information such as credit card details.
Electronic Communication
Communications via email is accepted, and users agree to receive electronic communications.
Copyright
All website material is owned by Ferndale Retreat, and commercial copying is prohibited.
Governing Law and Jurisdiction
These terms are subject to Sri Lankan laws and jurisdiction.
Validity
These terms are effective from November 1st, 2023.