Booking Policies

About this booking policy

By confirming a reservation, the person making the booking agrees to these policies for themselves and every guest included in the reservation. The lead guest must be at least 18 years old, have authority to make the booking and give all accompanying guests the information relevant to their stay.

Please check your confirmation promptly and tell us if a guest name, date, stay type, occupancy, meal, activity or other important detail is incorrect.

Booking requests and confirmation

Availability displayed online or discussed during an enquiry is not a guaranteed reservation. A booking is confirmed only after we verify availability, complete any required confirmation process, receive the required deposit or payment, and issue written confirmation.

To help us prepare an accurate offer, please provide:

• preferred arrival and departure dates;
• the selected villa, chalet or other stay type;
• the number of adults and children, including children’s ages;
• meal preferences and dietary or allergy information;
• activities, celebrations, transfers or other services of interest; and
• accurate contact and identification details where requested.

We may release unconfirmed availability when a requested deposit or information is not received within the time stated in our offer.

Rates, deposits and payments

Your confirmation will state the applicable rate, occupancy, included meals or services, required deposit, balance and payment deadlines. A deposit or full advance payment may be required to secure a booking. Special packages, group stays, celebrations, meals and activities may have separate advance-payment requirements.

• Promotional rates and weekday discounts are subject to availability and their stated conditions.
• A promotion is valid only when applied and confirmed at the time of booking.
• Rates may change before confirmation; a correctly confirmed rate will be honoured.
• Changes to dates, occupancy, meals or services may change the total price.
• Applicable taxes, service charges and government fees will be shown in the quotation, payment request or invoice.

When a price is displayed in another currency for convenience, payment may be collected in Sri Lankan Rupees (LKR). The applicable conversion and quotation validity will be stated before payment.

Check-in, check-out and arrival

Early check-in and late check-out require advance approval, depend on availability and may incur an additional charge. Please tell us if you expect to arrive late so that we can advise on access and assistance.

Guests may be asked to provide identification and complete reasonable registration requirements at arrival. Departure after the agreed time without approval may result in an additional charge where it affects cleaning or the next reservation.

Amendments, cancellations and refunds

The cancellation, date-change and refund conditions shown in your booking confirmation apply to your reservation. Conditions can differ for promotions, peak periods, groups, celebrations, pre-arranged meals and activities. Please review them before making payment.

• Submit requests as early as possible using the contact details in your confirmation.
• A request is effective only when received and acknowledged by us or the relevant booking platform.
• Date changes are subject to availability, the applicable new rate and any confirmed amendment conditions.
• Late cancellations may result in retention of some or all payments as stated in the confirmation.
• No-shows and early departures may be non-refundable.
• Costs already committed for special meals, activities, transport or celebrations may be non-refundable.

When a refund is due, it will be processed using an available original payment route. Bank, card and payment-provider processing times or currency differences are outside our direct control.

Changes caused by exceptional circumstances

Weather, flooding, natural conditions, government action, utility or transport disruption, safety concerns or other circumstances beyond reasonable control may affect a stay or activity. Where we must make a material change, we will contact you and, where reasonably possible, offer a suitable alternative, date change, credit or refund consistent with applicable law and the circumstances.

Seasonal or unsafe activities may be rescheduled, substituted or cancelled. A change to one optional activity does not automatically cancel the accommodation portion of a reservation.

Occupancy, visitors and children

The guest capacity stated for each stay must be observed. All overnight guests and any requested visitors must be declared and approved. Extra guests, bedding or services are subject to capacity, availability and additional charges.

Children are welcome. Their ages must be provided when booking so that appropriate occupancy, sleeping and meal arrangements can be considered. Parents and guardians remain responsible for supervising children at all times, particularly near:

• ponds, streams, water channels and designated swimming areas;
• farms, uneven paths and outdoor working areas;
• animals, insects, equipment and activity zones; and
• fires, kitchens and night-time outdoor areas.

Meals, allergies and special arrangements

Meals, outdoor dining, BBQ nights, village cooking, sweetmeat experiences, celebrations and similar arrangements should be requested in advance. Availability depends on ingredients, season, preparation time, staffing and guest numbers.

Tell us before arrival about allergies, intolerances, dietary needs, accessibility requirements or other important requests. We will make reasonable efforts to help, but a request is guaranteed only when confirmed in writing. A completely allergen-free preparation environment cannot be guaranteed.

Activities, farm experiences and safety

Farming, planting, harvesting, cycling, boating, fishing, swimming, wildlife observation, animal feeding, campfires and village experiences may involve natural or physical risks. Activities may depend on weather, season, water and ground conditions, safety, equipment and staff availability.

Guests taking part must:

• follow staff or guide instructions and remain in designated areas;
• use safety equipment where provided or required;
• disclose relevant medical, mobility or swimming limitations in advance;
• supervise children and dependants appropriately; and
• avoid participating while impaired or otherwise unable to do so safely.

We may restrict, postpone or stop an activity where conditions or guest conduct make participation unsafe.

House rules, belongings and property care

Palm Grove is a natural, open environment. Please take care around uneven ground, water, insects, animals, vegetation and poorly lit outdoor areas. Guests must respect quiet hours, other guests, staff, neighbours, wildlife and the property’s natural setting.

• Use rooms, linen, fittings, equipment and facilities responsibly.
• Do not enter restricted, staff-only or unsafe areas.
• Follow reasonable instructions concerning noise, fire, smoking, waste and safety.
• Keep valuables secure and promptly report loss, accidents, hazards or damage.
• Pay the reasonable cost of loss, damage or exceptional cleaning caused by you or your party.

Unsafe, unlawful, threatening or seriously disruptive conduct may result in refusal of service or removal from the property without refund, subject to applicable law.

External tours and third-party services

Safari tours, transport, cultural visits, surfing, guides, bullock-cart rides and similar services may be delivered by independent providers. Their own pricing, schedules, eligibility rules, safety standards and conditions may apply.

Where Palm Grove acts only as an arranger or intermediary, the provider remains responsible for delivering its service. We will provide available provider information and reasonable booking assistance, but do not control an independent provider’s operations. Nothing here excludes responsibility that cannot lawfully be excluded.

Travel documents and insurance

Guests are responsible for valid passports, visas, permits, health requirements and travel arrangements. We are not responsible for loss caused by invalid or incomplete documents or disruption to independent travel plans.

Appropriate travel, medical, cancellation and personal-property insurance is strongly recommended, particularly when participating in outdoor activities.

Governing terms and law

These Booking Policies are governed by the laws of Sri Lanka and operate alongside our Terms of Service and Privacy Policy. Nothing in this policy removes a right or responsibility that cannot lawfully be excluded.