Refund Policy

Effective Date: January 1, 2026

At Citrineresidence, we strive to provide exceptional service and ensure guest satisfaction. This Refund Policy outlines the terms and conditions under which refunds are issued for reservations, services, and other purchases made at our luxury casino hotel.

1. Room Reservation Refunds

1.1 Standard Rate Reservations

For reservations made at our standard flexible rates, the following refund policy applies:

1.2 Advance Purchase and Non-Refundable Rates

Special promotional rates, advance purchase rates, and packages marked as "non-refundable" are not eligible for refunds under any circumstances. These rates are clearly indicated at the time of booking and offer a discounted price in exchange for a non-refundable commitment.

Non-refundable reservations include:

• Advance purchase rates (typically 7, 14, or 30 days in advance)
• Special promotional offers
• Package deals and bundles
• Last-minute flash sales
• Holiday and special event rates (where specified)

1.3 Peak Season and Special Events

Reservations during peak seasons, holidays, and special events may have different cancellation policies, which will be clearly communicated at the time of booking. These may include:

• Extended cancellation notice periods (up to 14 days)
• Higher cancellation fees
• Non-refundable deposits

1.4 Group Reservations

Group bookings (10 or more rooms) are subject to separate contracts and refund terms negotiated at the time of booking. Please contact our group sales department at citrineresidence@hotmail.com for details.

2. Refund Processing Timeline

2.1 Approved Refunds

When a refund is approved according to the terms of this policy:

• Credit/Debit Card refunds: 7-10 business days from approval date
• Refunds are processed to the original payment method
• You will receive an email confirmation once the refund is processed
• Actual credit timing depends on your financial institution's processing times

2.2 Refund Confirmation

Upon processing a refund, we will send you:

• Email confirmation of the refund
• Refund reference number
• Amount refunded
• Expected credit date

3. Modification vs. Cancellation

3.1 Date Changes

If you need to modify your reservation dates rather than cancel completely:

• Contact us at least 72 hours before your scheduled arrival
• Date changes are subject to availability
• New dates may be subject to different rates
• Rate differences must be paid before confirmation
• One free date change is permitted for flexible rate bookings

3.2 Room Type Changes

Room type modifications are subject to availability and may result in rate adjustments. Additional charges will be applied for upgrades, while downgrades may result in partial refunds (subject to cancellation policy terms).

4. Services and Amenities Refunds

4.1 Spa and Wellness Services

• 24+ hours notice: Full refund or rescheduling
• 12-24 hours notice: 50% refund
• Less than 12 hours: No refund
• No-show: Full charge, no refund

4.2 Dining Reservations

While dining reservations do not require payment in advance, special private dining events and chef's table experiences may require deposits:

• 48+ hours notice: Full deposit refund
• 24-48 hours notice: 50% deposit refund
• Less than 24 hours: No refund

4.3 Entertainment and Event Tickets

• Event tickets are generally non-refundable once purchased
• Refunds may be considered in case of event cancellation by the venue
• Ticket exchanges may be available subject to availability (processing fee may apply)

4.4 Gaming Services

Gaming transactions, including but not limited to chips, wagers, and tournament entries, are non-refundable. All gaming activities are final once completed.

5. Special Circumstances and Exceptions

5.1 Medical Emergencies

In the event of a documented medical emergency preventing travel, we may offer:

• Full refund with proper medical documentation
• Travel credit for future use (valid for 12 months)
• Option to transfer reservation to another party

Required documentation:

• Doctor's note or hospital documentation
• Documentation must be submitted within 48 hours of cancellation
• Documentation must clearly show the guest's inability to travel

5.2 Bereavement

In cases of death in the immediate family, we offer compassionate consideration:

• Full refund or travel credit with appropriate documentation (death certificate or obituary)
• Immediate family includes: spouse, parent, child, sibling, grandparent, or grandchild

5.3 Military Deployment

Active duty military personnel who receive unexpected deployment or transfer orders may receive:

• Full refund with copy of official orders
• Orders must be dated after the reservation was made

5.4 Natural Disasters and Force Majeure

In cases of natural disasters, severe weather, or other force majeure events that prevent safe travel:

• Full refund or rescheduling at no charge
• Applicable when official government travel advisories are issued
• Applies to the specific affected dates and areas

6. Travel Insurance

We strongly recommend purchasing travel insurance to protect your investment. Travel insurance can cover:

• Trip cancellation and interruption
• Medical emergencies
• Travel delays
• Lost luggage
• Other unforeseen circumstances

Travel insurance must be purchased within 14 days of making your initial reservation deposit to cover pre-existing conditions. Citrineresidence does not sell travel insurance directly but can provide recommendations upon request.

7. Dispute Resolution

7.1 Initial Contact

If you believe you are entitled to a refund or have a dispute regarding a refund:

1. Contact our Reservations Department at citrineresidence@hotmail.com or +12506811435
2. Provide your reservation confirmation number
3. Explain the nature of your refund request
4. Provide any supporting documentation

7.2 Escalation Process

If your issue is not resolved to your satisfaction:

1. Request escalation to a Guest Services Manager
2. If still unresolved, contact our Customer Relations Department at citrineresidence@hotmail.com
3. Allow 5-7 business days for review and response

7.3 Final Decision

Decisions made by our Customer Relations Department regarding refund eligibility are final and binding, subject to applicable consumer protection laws.

8. Non-Refundable Items and Services

The following items and services are non-refundable under all circumstances:

• Gaming activities (chips, wagers, tournament entries)
• Gift shop purchases (unless defective)
• Food and beverage consumed
• Room service orders
• In-room entertainment charges
• Minibar items consumed
• Parking fees (once service is used)
• Resort fees (for nights stayed)
• Incidental charges and damages
• Third-party services and tours

9. Partial Stays and Early Departure

9.1 Early Departure

If you check out before your scheduled departure date:

• No refund is provided for unused nights
• Full reservation charges apply
• Exception: Medical emergencies with proper documentation (reviewed on a case-by-case basis)

9.2 Late Arrival

If you arrive later than your scheduled check-in date:

• No refund for missed nights
• Reservation must be guaranteed with credit card to hold room
• Failure to guarantee may result in cancellation and forfeiture of deposit

10. Chargebacks and Payment Disputes

10.1 Chargeback Policy

Initiating a chargeback for legitimate charges may result in:

• Termination of loyalty program membership
• Restriction from future bookings
• Legal action to recover costs and damages

10.2 Proper Dispute Process

Before initiating a chargeback, please:

• Contact our billing department at citrineresidence@hotmail.com
• Allow 7 business days for investigation and response
• Provide detailed information about the disputed charge

Most billing issues can be resolved quickly without the need for a chargeback.

11. Refund Method and Currency

11.1 Refund Method

Refunds will be issued to the original form of payment:

• Credit card refunds: Credited to the same card used for booking
• Debit card refunds: Credited to the same card used for booking
• Cash payments: Refunded by check mailed to billing address (allow 14-21 days)

11.2 Currency

All refunds are processed in United States Dollars (USD). Currency conversion fees charged by your financial institution are not refundable.

11.3 Credit Vouchers

In some cases, we may offer a credit voucher in lieu of a refund:

• Credit vouchers are valid for 12 months from issue date
• Non-transferable (must be used by the original guest)
• Cannot be redeemed for cash
• Subject to availability and blackout dates

12. Quality and Service Guarantees

12.1 Our Commitment

While this Refund Policy outlines specific terms for cancellations and refunds, we are committed to guest satisfaction. If you experience issues during your stay:

• Notify the front desk or management immediately
• We will make every effort to resolve issues promptly
• Adjustments or compensation may be offered for service failures

12.2 Service Recovery

For service issues that cannot be resolved during your stay, contact our Guest Relations team within 7 days of checkout. We review all feedback and may offer appropriate compensation based on the circumstances.

13. Changes to This Refund Policy

Citrineresidence reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your reservation will apply to that reservation.

We recommend reviewing this policy before each reservation to ensure you understand the current terms.

14. Legal Compliance

This Refund Policy complies with applicable consumer protection laws and regulations. Nothing in this policy limits any statutory rights you may have under applicable law.

In jurisdictions where certain terms of this policy may not be enforceable, the remaining provisions shall remain in full force and effect.

15. Contact Information

For questions regarding refunds or to request a refund, please contact us:

Citrineresidence - Refund Department
Email: citrineresidence@hotmail.com
Phone: +12506811435
Address: 962 Ryder Dr, Kelowna, BC V1Y 7T5, Canada
Hours: Monday-Friday, 9:00 AM - 5:00 PM EST

When contacting us, please have your reservation confirmation number ready for faster service.

16. Acknowledgment and Agreement

By making a reservation or purchasing services from Citrineresidence, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.