Refund policy

In some cases, the customer wishes to cancel the reservation and refund it must ensure the exchange factors as prescribed before booking, namely:

• For direct booking by phone or email with the business department:

1. 1. The reason for termination must be clear.
2. 2. Serena Resort receives cancellation requests from booking customers directly with the business department.
3. 3. Cancellation, delay or modification of the reservation after 20 days prior to the date of check-in will be charged 70% of the room fee.
4. 4. Cancellation, delay or modification of the reservation after 15 days before the date of check-in will be charged 01 night room fee.
5. 5. Other things specified in the booking confirmation.
6. 6. Deposit cost refund period: from 15 to 30 days from the date of receipt of the refund notice.

• For booking through the website: No cancellation applies