Cancellation Policy
Last Updated: November 2024
Policy Overview
This Cancellation Policy outlines the terms and conditions for canceling, modifying, or changing your reservation at Crazy Bears Hostel. Please read carefully before making your booking.
This policy applies to all direct bookings and bookings made through third-party platforms (Booking.com, Hostelworld, Agoda, etc.). Platform-specific terms may also apply.
Cancellation Timeline & Refunds
✅ Free Cancellation
Up to 7 days before arrival
Refund: Full refund of all paid amounts, less any booking platform fees
Example: Check-in date January 15 → Cancel by January 8 = Full refund
⚠️ Non-Refundable
Within 7 days of arrival
Refund: No refund. Full amount will be charged.
Example: Check-in date January 15 → Cancel on January 8 or later = No refund
❌ No-Show Policy
Failure to arrive on check-in date
Charge: Full reservation amount will be charged to your credit card on file
Note: Late arrivals are acceptable if you notify us. No-shows without notification will be charged in full.
Early Departure
If you depart before your checkout date:
- No Refund: Remaining nights are non-refundable
- Example: 5-night stay (January 10-15) departing on January 12 → You pay for all 5 nights
- Notification: Inform reception staff when you're leaving
Refund Processing
Timeline:
Refunds are processed within 7-14 business days after approval
Refund Method:
Refunds are issued to the original payment method used at booking
Bank Processing:
Your bank may take additional 2-5 business days to process the refund
Platform Fees:
If you booked through a third-party platform (Booking.com, Agoda, etc.), platform fees are non-refundable
Late Arrival
If you're arriving later than expected:
- Notify Us: Contact reception as soon as possible
- Phone: +63 927 867 4969
- Email: crazybearshostel@gmail.com
- Late Check-in: Always available (24/7 night guard on duty)
- Important: Reservation is held until midnight. Notify us if arriving after 12 AM
- No Penalty: Late arrival does not affect your booking or charges
Modifying Your Booking
Changing Check-in/Check-out Dates:
Date changes are subject to availability and the same cancellation policy applies. If moving your dates within the free cancellation window, no penalties apply (if new dates are available).
Changing Room Type:
Room changes depend on availability. Additional charges may apply if upgrading to a higher-priced room.
How to Modify:
- For direct bookings: Email crazybearshostel@gmail.com with your booking reference
- For platform bookings: Modify through your booking platform account
- Phone: +63 927 867 4969 (during reception hours)
Early Check-in & Late Check-out
Early Check-in:
- Before 2:00 PM: Not available due to cleaning schedules
- Solution: Book the previous night if you need early access
- Luggage: Complimentary luggage storage available from 8:00 AM
Late Check-out:
- Request By: 11:00 AM on your checkout day
- Availability: Subject to next guest's check-in
- Charges: May apply (contact reception for rates)
- Without Request: Staying past noon = full extra night charge
- Storage: Complimentary luggage storage until 6:00 PM
Group Bookings
For groups (5+ rooms or 10+ persons):
Special Terms: Groups may have different cancellation terms. Please contact us for group-specific policies.
Email: crazybearshostel@gmail.com with "GROUP BOOKING" in subject line
Extended Deadlines: Usually 14-21 days before arrival for group cancellations
Special Circumstances & Force Majeure
Natural Disasters & Weather
- Typhoons/Storms: If area is under weather warning, flexible cancellation applies
- Earthquakes/Floods: During natural disasters, government travel warnings apply
- Contact Us: We'll work with you on a case-by-case basis
Government Restrictions
- Travel Bans: If government issues travel ban to Philippines, full refund granted
- Lockdowns: During lockdowns, flexible cancellation applies
- Documentation: Official government notices required
Medical Emergencies
- Serious Illness/Injury: Case-by-case review for full refund
- Documentation: Medical certificate required
- Approval: Management review and approval required
Hostel-Initiated Cancellations
- Overbooking/Facility Issues: Full refund + assistance finding alternative accommodation
- Health/Safety Concerns: Full refund
Tour & Activity Cancellations
Tours booked through Crazy Bears Hostel:
- Cancellations by Guest: Non-refundable unless within 48 hours (subject to review)
- Provider Cancellation: Full refund issued immediately
- Weather Cancellations: Reschedule or full refund at your choice
- Tours Include: Kawasan Falls, Whale Shark Watching, Snorkeling tours
Bookings Through Third-Party Platforms
If you booked through Booking.com, Hostelworld, Agoda, Airbnb, or other platforms:
Platform's Policy: The cancellation policy of the booking platform may apply in addition to our policy
Most Restrictive: The more restrictive cancellation policy (ours or theirs) will apply
Platform Fees: Non-refundable fees charged by booking platforms are not covered by our refunds
Direct Contact: For inquiries, contact us directly rather than the platform for faster resolution
Email: crazybearshostel@gmail.com | Phone: +63 927 867 4969
Rebooking Options
Instead of requesting a refund, you may:
Rebook Within: 12 months from original cancellation date
Credit Value: Full amount of cancellation (less non-refundable booking fees)
Flexibility: Can be used for any room type or dates (subject to availability)
Transfer: Not transferable to other people
Contact us: Email to arrange rebooking credit
Non-Refundable Charges & Collection
For non-refundable bookings or no-shows:
- Credit Card Charge: Your credit card on file will be charged automatically
- Authorization: By booking, you authorize us to charge for cancellations within 7 days
- Disputes: Contact your credit card company if you believe the charge is incorrect
- Collection: Unpaid cancellation fees may be pursued through legal channels
Disputing a Cancellation Charge
If you believe a cancellation charge is incorrect:
Step 1: Email us within 14 days with booking reference and explanation
Step 2: We will review and respond within 7 business days
Step 3: If still unresolved, contact the Department of Tourism (Philippines)
Email: crazybearshostel@gmail.com
Legal Compliance & Reasonableness
This cancellation policy complies with Philippine law and the Consumer Act of the Philippines (RA 7394). Cancellation fees are reasonable and proportional to actual damages and costs incurred.
How to Cancel
🌐 Booking Platforms:
For platform bookings, cancel through your account on the original booking website
📋 Questions? Contact us anytime. We're happy to help! Remember to cancel in writing (email) to have proof of cancellation. 🐻