IYIVON Hotels and Resorts – Refund, Lost Items, and Charge Dispute Policy

Overview
At IYIVON Hotels and Resorts, our goal is to ensure every guest has a seamless and enjoyable stay. This policy explains how we handle refunds, lost or damaged items, and disputes regarding charges.

1. Refunds

Eligibility

  • Refunds are available for cancellations, deposits, prepayments, or services not rendered.

  • Requests must be submitted within 30 days of the original booking or charge.

  • Guests must provide proof of purchase, reservation confirmation, or receipts.

Hotel Stays

  • Standard Rates: Refundable if canceled within the stated cancellation window.

    • Example: A 3-night reservation canceled at least 48 hours before arrival qualifies for a full refund.

  • Non-Refundable / Prepaid Rates: Generally not eligible for refunds, unless required by law or in cases of error by IYIVON Hotels and Resorts.

  • Early Departures: Refunds for unused nights may be considered case-by-case.

Services and Amenities

  • Refunds are available if hotel services or activities (spa, tours, dining packages) are not provided as booked.

    • Example: A spa appointment canceled by the hotel due to staff unavailability will be fully refunded.

Processing

  • Approved refunds are issued to the original payment method within 7–14 business days.

  • Guests should check with their bank or card issuer if a refund is delayed.

  • If unresolved, contact us at [insert email].

2. Lost or Damaged Items

Guest Belongings

  • Guests are responsible for their personal items. IYIVON Hotels and Resorts is not liable for lost, stolen, or damaged items.

  • Report lost items immediately to the front desk or management.

Recovery Process

  • Staff will search for lost items and notify the guest within 48 hours if found.

  • Guests must provide proof of ownership to reclaim items.

Shipping Found Items

  • Lost items can be shipped to the guest upon request.

  • Shipping costs are the responsibility of the guest, unless otherwise agreed.

  • Items not claimed within 30 days may be donated or discarded.

Damaged Hotel Property

  • Guests are responsible for damages caused to hotel property during their stay.

  • Charges for repairs or replacements will appear on the final bill.

3. Disputing a Charge

How to Dispute

  • Contact the front desk or billing department immediately upon noticing an incorrect charge.

  • Disputes must be submitted within 30 days of the charge date.

  • Include documentation such as receipts, confirmation emails, or photos.

Examples of Disputable Charges

  • Double billing for the same room or service.

  • Charges for services not received (e.g., room service, spa treatments).

  • Minibar charges incorrectly applied.

  • Additional fees incorrectly added to your account.

Resolution Timeline

  • We will review disputes within 7–10 business days.

  • Approved corrections or refunds are applied to the original payment method within 7–14 business days.

4. Additional Information

Gift Reservations

  • If a stay or service was purchased as a gift, refunds will be issued as a gift credit unless the purchase was charged directly to the gift giver.

Special Cases

  • Refunds or charge adjustments may be affected by promotions, packages, or third-party booking platforms.

  • Sale or promotional rates are generally non-refundable unless required by law.

5. Contact Information

For assistance with refunds, lost items, or billing disputes:
Email: dispute@iyivon.com
Phone:407
Mail: 227 North Magnolia Ave Orlando Fl 32818