Article 1 After the initial request and the announcement of the down payment amount by the hotel, it is expected that the esteemed applicant pays the required amount within the deadline set by the reservation department and provides the payment documentation to the hotel[cite: 3]. If these actions are not taken according to the announced schedule, changes in capacity and price may occur depending on the status of the hotels [cite: 4].

Article 2 Booking finalization is only valid after payment and receipt of an official hotel confirmation[cite: 8]. All necessary conditions and information, including the guest s identity details, issuance and check-in dates, along with the final rate including all legal taxes, will be recorded in the reservation voucher[cite: 9].

Article 3 Room reservations are made at the request of the applicant or esteemed agency and are issued solely in the name of the designated guest and are non-transferable[cite: 10]. If a name change is required, the applicant is obliged to announce the necessary changes before the guest s arrival at the hotel; it should be noted that this name change will be subject to a fee[cite: 11, 12].

Article 4 Any reservation without a down payment or without official correspondence and hotel confirmation is invalid, and the hotel will have no responsibility for it[cite: 13].

Article 5 Accommodation costs for children up to 6 years old are free; in the case of two children between 3 to 6 years old, the cost of one extra person will be calculated[cite: 15].

Article 6 The official check-out time is 12:00 PM, and the check-in time is 3:00 PM[cite: 16].

Article 7 Esteemed guests are required to present their reservation confirmation voucher to the reception upon arrival at the hotel[cite: 17].

Article 8 At the time of entry, the guest in whose name the room is reserved must present valid identification documents for themselves and their companions according to the laws of the country[cite: 18].

Article 9 If complete identification documents are not provided, the guest is obliged to pay a security deposit and settle the full cost of the stay[cite: 20].

Article 10 Rates for Iranian and non-Iranian guests differ, and in case of discrepancies upon arrival, the difference will be collected at the hotel[cite: 22].

Article 11 The hotel has no responsibility for missing, delaying, or canceling the guest s transportation schedule. In case of the guests absence on the scheduled date, their reservation will be treated according to the cancellation policy[cite: 23].

Article 12 In conditions where events such as natural disasters, security issues, or other incidents beyond the control of both parties occur and lead to reservation cancellation, the funds received from the guest will be returned according to the conditions; this article may vary based on the conditions and type of purchase[cite: 25].

Article 13 Guests who for any reason cancel their trip or wish to change their reservation must notify the hotel in writing and receive confirmation. Changing the date, if possible and if rooms are available, up to 20 days before arrival will be free of charge[cite: 26, 27]. Otherwise, the cancellation of the previous booking and the new booking will both follow the regulations stated in the relevant sections of this manual[cite: 28].

Article 14 If the reservation is made in the form of a tour through travel agencies or companies, group reservation regulations will apply[cite: 29].

Article 15 Damages caused to hotel property and furniture are the responsibility of the guest, unless the contracting agency or company undertakes to pay for such damages[cite: 30].

Article 16 The stay of guests in the accommodation unit corresponds to the dates stated in the reservation confirmation, and extending the stay is subject to written approval of the reservation[cite: 32].

Article 17 (Time Policies)

• Arrival before 6:00 AM includes the cost of one full night s stay (with possible discount)[cite: 35].
• Arrival between 6:00 AM and 10:00 AM will be calculated as 50% of the accommodation cost[cite: 36].
• Arrival between 10:00 AM and 3:00 PM is subject to management s opinion and approval[cite: 37].
• Taking a half-charge or checking out later than the official time depends on the hotel s approval and status on the reservation end date and includes associated costs and rules[cite: 38].

Article 18 The reservation applicant is obliged to pay the total amount of the stay before arrival according to the announced rate and conditions and provide the documentation to the hotel on the payment date[cite: 39].

Article 19 If a guest does not arrive at the hotel on the scheduled date and does not announce the reason for their absence personally or through the agency in writing by the specified time, the reserved room will be declared "No-Show" and kept for only one night; the reservation confirmation will be voided from the next day and subject to a full fee forfeiture[cite: 40]. Reservations registered as No-Show are non-refundable, and no amount will be paid back[cite: 41].

Note: Due to the special check-in process and ceremonial services at Excelsior Grand Resort Hotel, it is necessary to complete and provide us with the information required for transfer and expediting the room check-in process before the guests arrival[cite: 42]. Travel agencies are obliged to state the guest s contact information accurately and correctly in the reservation request form[cite: 43].

Article 19 (Continued) Esteemed agencies must specify the exact check-in and check-out dates, number of guests, full names and details, mobile phone numbers, number and types of rooms, type of catering, and costs payable by the booker in the reservation request sent to the hotel[cite: 46].

Article 20 All guests introduced to the hotel must have a stamped and signed introduction letter from the agency (original or copy)[cite: 47].

Article 21 In case of requesting more rooms than agreed upon by the agency, necessary coordination must be made in writing; otherwise, the hotel will have no responsibility in this regard[cite: 48].

Article 22 To coordinate the stay and provide services for groups of more than 10 people, the esteemed agency must introduce a guide or representative in writing and deliver the group guest list according to the hotel s requested specifications at least 72 hours before arrival[cite: 49].

Article 23 In the absence of prior coordination, the hotel has no commitment regarding the proximity of reserved rooms, placement on the same floor, specific color, shape, or floor of the room[cite: 50]. The room number is determined upon the guest s arrival at the hotel[cite: 51].

Article 24 The down payment amount and payment terms for room reservations made through agency offices will be determined according to the written agreement between the parties[cite: 52]. Otherwise, agency offices must pay 70% of the cost of the requested rooms at the time of booking and the remaining balance 12 hours before arrival[cite: 53]. Failure to pay the contract amount and settle the account is considered a withdrawal from the reservation, and the hotel is authorized to act according to the cancellation policy[cite: 54].

Article 25 If the reservation was made through a travel agency, the cancellation fee depends on the agency s cancellation level table[cite: 56].

Article 26 In the absence of a prior written agreement, if a reservation is canceled by the applicant for any reason after the deposit and receipt of the confirmation voucher, the amount of damage to be paid (deducted from the deposit) will be calculated as follows[cite: 57]:

Article 27 Due to the special nature of packages and the applied discounts, in case of cancellation before the check-in date, the paid amount is non-refundable and will be considered a full cancellation penalty[cite: 89].

Article 28 Changes to reservation dates after final confirmation may be subject to additional costs, depending on the date and room availability[cite: 90].

Underage Guests (Article 29) Reservations for individuals under the legal age must be accompanied by a guardian or legal representative who takes responsibility for the booking. The guardian is obliged to provide a consent form certifying the acceptance of responsibility for the stay[cite: 95, 96].

Pregnant Guests (Article 30) For safety and welfare reasons, Excelsior Grand Resort Hotel declines to accept pregnant guests whose pregnancy is more than 5 months advanced[cite: 98].

Guests with Special Needs (Article 31) Guests with special needs (rehabilitation/medical) are requested to announce their needs at least 48 hours before arrival[cite: 103].

Article 32 The hotel reserves the right to refuse acceptance if incorrect identity information is provided or if there are documentation issues (identity/marriage proof)[cite: 104].