Guest Policies, Terms & Conditions

1. Definitions

1.1 "Accommodation" means your requested guest house stay. "Booking" means a reservation made for Accommodation. "Charges" refers to all fees, including accommodation, meals, and incidentals. "Guest house" refers to Neem Tree House.

2. Bookings & Cancellations

2.1 You must be at least 18 years old to make a Booking.

2.2 Operational Note: As a small, independently operated guesthouse, last-minute cancellations significantly impact our ability to secure new bookings for our limited room inventory; our policies are designed to ensure the sustainability of our operations and maintain high standards of service for all guests.

2.3 Cancellations: Cancellations made 4 weeks or more before 1:00 AM IST on the day of check-in are free of charge. Cancellations made less than 4 weeks before 1:00 AM IST on the day of check-in, including no-shows, will be charged 100% of the booking amount.

2.4 Early departures are charged for the full duration of the original booking.

2.5 Neem Tree House may cancel your booking for breach of terms, security, government order, or force majeure.

3. Check-in, Checkout & Deposits

3.1 Check-in is 14:00 hrs; checkout is 11:00 am.

3.2 Late checkout will incur a full night’s charge.

3.3 Cash Deposit: A mandatory cash deposit of LKR 25,000 is payable at check-in. This deposit will be returned at checkout, provided there are no damages to the property and the air conditioning unit was not left running while the room was unoccupied.

3.4 All guests must provide valid proof of identification (passport or national ID) upon arrival.

4. Occupancy, Child Policy & Payment

4.1 Maximum occupancy is strictly enforced: Single (1), Double (2), Triple (3), Quadruple (4), and Villa (4).

4.2 Child Policy: Due to our limited room capacity and the absence of child cots, we do not have a dedicated child policy. Please ensure our room configurations meet your travel requirements prior to booking.

4.3 All Charges are payable upon invoice presentation.

4.4 Outstanding charges will be billed to your credit card without prior notification if not settled at checkout.

4.5 You are responsible for all applicable local taxes and fees.

5. House Rules, Behaviour & Access

5.1 We reserve the right to refuse entry or cancel accommodation for unacceptable behaviour, intoxication, or improper attire.

5.2 We may require you to vacate the premises immediately if your behaviour poses a risk to health, safety, or causes disturbance to others.

5.3 Commercial photography is prohibited.

5.4 Outside food and drink are prohibited unless approved by management.

5.5 Smoking is prohibited indoors; a cleaning fee of USD 250 applies for violations.

5.6 Mandatory Daily Access: To maintain hygiene, safety, and energy efficiency, all rooms are serviced daily. "Do Not Disturb" signs are for temporary privacy while you are present and cannot be used to decline daily housekeeping or mandatory safety and energy-efficiency checks; guests are required to grant access.

5.7 Pets are not allowed.

5.8 Any children accepted must be always supervised.

6. Housekeeping, Energy Conservation & Item Replacement

6.1 Mandatory Daily Service: Daily housekeeping is mandatory to maintain property standards.

6.2 Towel Replacement: To receive fresh towels, please leave used ones on the floor; to conserve water, towels hung on the rack will not be replaced.

6.3 Linen Change: Bed sheets are changed every second day of your stay, or sooner upon request to housekeeping.

6.4 Lost Items: Towels and laundry bags are not to be removed from the guesthouse. Missing items will be charged to your account as follows: Face Towel (USD 10.00), Bath Towel (USD 20.00), and Laundry Bag (USD 15.00).

6.5 Energy Efficiency: Doors and windows must be closed while the AC is in use.

6.6 Power Management: You must remove your card from the power socket when leaving your room; bypassing this system with substitute objects is strictly prohibited.

6.7 A fee of USD 25.00 applies for lost or damaged keys/cards.

7. Liability, CCTV & Damages

7.1 You are responsible for all damages to guesthouse property; stains or damage to linens will be charged to your bill, and missing items will be charged at full replacement value.

7.2 Use the in-room safe for valuables; we accept no liability for property not stored in the safe.

7.3 Liability for items in the safe is limited to USD 100.

7.4 Loss must be reported immediately to management and the police.

7.5 Utilities: Please be advised that power outages occasionally occur in this area; these disruptions are beyond our control and are managed by the local utility provider. We are not liable for any inconvenience or loss resulting from such interruptions.

7.6 CCTV is in use for safety; entry constitutes consent to recording.

7.7 Questions or complaints should be emailed to info@neemtreehouse.com.