Booking Terms and Conditions
Booking Terms and Conditions for Sur Hotel
Effective date: 12 October 2026. These Booking Terms and Conditions apply to direct reservations made through surhotel.net for Sur Hotel, Sur, Sultanate of Oman. The room, dates, occupancy, inclusions, payment method and cancellation conditions shown in your booking summary form part of your agreement with Sur Hotel.
1. Booking and confirmation
Please review the selected room type, arrival and departure dates, guest numbers, rate, applicable taxes, payment method and cancellation conditions before confirming. A booking is confirmed when Sur Hotel issues a reservation confirmation. Availability and prices may change until the reservation is confirmed. Guests must provide accurate contact and identification information.
2. Payments and non-refundable advance payments
Important: Payments made in advance by credit card, bank transfer or PayPal are non-refundable if the guest cancels or does not arrive, except where a refund is required by applicable law or the hotel is legally responsible for failing to supply the booked service. This applies even when the booking permits cancellation without an additional cancellation fee. Please choose your payment method with this restriction in mind.
Where the hotel permits payment on arrival, the amount and payment deadline are stated in the booking confirmation. Card and bank charges or currency conversion fees imposed by third parties may be outside the hotel’s control. Any PayPal processing surcharge, if applicable, must be displayed before payment.
3. Bookings marked “free cancellation”
For reservations specifically advertised as having free cancellation, cancelling within the deadline shown in the booking confirmation means Sur Hotel does not add a separate cancellation penalty. However, any advance amount already paid by credit card, bank transfer or PayPal is not returned in cash to the guest, subject to applicable law. Instead, the guest may choose one of these alternatives:
- Date change: Request new stay dates, subject to room availability. Any difference in price for the new dates must be paid by the guest.
- Rebooking voucher: Receive a voucher for the eligible prepaid amount, valid for three months from the voucher issue date. The guest must make the replacement reservation before the voucher expires. The new stay is subject to availability and any applicable price difference.
To request a change or voucher, contact the hotel before the free-cancellation deadline stated in your confirmation. The voucher cannot be exchanged for cash. If consumer law provides a right to a refund, that right takes priority over the voucher and non-refundable payment terms.
Clarification: “Free cancellation” under this arrangement means no additional cancellation fee within the applicable period; it does not mean a cash refund of an advance payment. The booking summary should disclose this distinction before payment.
4. Non-refundable rates, late cancellations and no-shows
Bookings sold on a non-refundable rate, cancellations made outside the permitted deadline, and no-shows may be charged 100% of the total reservation price, not merely the first night, as stated in the rate conditions shown before booking and subject to applicable law. Any amount already received is applied toward the applicable charge.
5. Changes requested by guests
Changes to dates, occupancy, room type or length of stay require hotel confirmation and are subject to availability, applicable restrictions and any difference in rate. Shortening a stay does not automatically create a refund entitlement. Requests are not effective until accepted by Sur Hotel.
6. Check-in, identification and property rules
Every guest must present a valid passport or accepted identification document at check-in. Guests under 18 must be accompanied by a responsible adult; proof of relationship or authority may be required. Sur Hotel is a non-smoking property; a smoking violation charge of OMR 15 applies. The hotel has three floors and no lift, so rooms are accessed by stairs. Room-location requests are subject to availability. Early check-in and late check-out may carry charges and are subject to confirmation.
7. Services and special requests
Only services expressly included in the confirmed rate are included in the room price. Breakfast, transfers, tours, meals, extra beds and other extras may be priced separately. Special requests cannot be guaranteed unless confirmed by the hotel. Guests remain responsible for damage caused by them or members of their party, subject to applicable law.
8. Hotel changes or inability to provide the service
If Sur Hotel cannot provide a confirmed booking, the hotel will contact the guest to discuss an appropriate lawful resolution. Nothing in these terms removes a guest’s mandatory rights under the laws of the Sultanate of Oman, including available remedies where the agreed service is not provided.
9. Privacy
Personal information provided for bookings and guest services is handled as described in our Privacy Notice, including information required for check-in and payments.
10. Contact and applicable law
For cancellation requests, date changes, vouchers or questions, contact booking@surhotel.net. Sur Hotel is located in Sur Souq, Sur, South Al Sharqiyah Governorate, Sultanate of Oman. These terms are governed by applicable Omani law; mandatory consumer rights always prevail over any conflicting term.
At checkout: By selecting “I accept the booking terms and privacy notice,” you confirm that you have read these Booking Terms and the linked Privacy Notice. This acknowledgement is separate from any optional marketing consent.
