Refund Policy

These Refund Policy rules define the procedure for booking cancellations and refunds for Guests of Wood Hotel Resort & SPA (Service Provider — Individual Entrepreneur (FOP) Kateryna Vasylivna Maksymchuk) and form an integral part of the Public Offer.

1. General Terms

1.1. Cancellation and refund terms depend on the rate selected at the time of booking. Specific terms are indicated on the room/rate page at the time of booking and are confirmed to the Guest when the booking is placed.

1.2. By default, rates are divided into:

• Flexible rate — free cancellation or rescheduling up to a specified period before check-in (indicated at the time of booking);
• Non-refundable rate — offers a lower accommodation price, but the prepayment under this rate is not refundable in case of cancellation.

2. Cancellation of a Flexible-Rate Booking

2.1. Free cancellation is available no later than 14 days before the check-in date — the prepayment made will be refunded in full.

2.2. In the event of cancellation less than 14 days before the check-in date, or in the event of a no-show, the Guest agrees to a penalty equal to 100% of the amount paid.

2.3. Instead of a refund, the Guest may choose an alternative option: keep the prepayment amount as a deposit, which may be used for a new booking at Wood Hotel Resort & SPA within 1 (one) year of the original check-in date. To do so, the Guest must contact the Hotel by email or phone no later than the original scheduled check-in date.

2.4. The exact free-cancellation deadline for a specific booking is stated in the booking confirmation sent to the Guest.

3. Cancellation of Non-Refundable and Promotional Rates

3.1. Bookings made under a non-refundable or promotional rate are not eligible for cancellation with a refund — the prepayment under such rates is not refundable, except in the cases set out in Section 5 of this Policy.

3.2. At the Guest’s request, the Hotel may, at its discretion and subject to management approval, consider retaining such a prepayment as a deposit under the terms of Section 2.3.

4. Terms for Children’s Accommodation

4.1. Accommodation for children under 3 years of age is free of charge. A baby cot can be provided upon request for an additional fee of UAH 150/night.

4.2. Children aged 4 and older are accommodated exclusively on an extra bed, the cost of which is specified at the time of booking.

5. Rescheduling of Stay Dates

5.1. Subject to room availability, the Hotel may, at the Guest’s request, reschedule the stay to a different period without penalty, provided the request is made within the deadline applicable to the flexible rate.

5.2. Rescheduling under a non-refundable rate is possible at the Hotel’s discretion and subject to additional terms, or by retaining the amount as a deposit under Section 2.3.

6. Exceptional Cases for Refunds

A full refund will be issued regardless of the selected rate if:

• the Hotel cancels a confirmed booking on its own initiative;
• a service was not provided due to the Hotel’s fault;
• force majeure circumstances occurred that made it impossible for the Guest to check in (subject to supporting documentation) — the decision on refund or rescheduling is made on a case-by-case basis.

7. Refund Procedure

7.1. To request a refund, the Guest should contact info@wood-hotel.com.ua or the booking manager by phone, providing the booking number, full name, and refund details.

7.2. Refunds are issued using the same payment method originally used (to the card used for payment, or to the Guest’s bank details), within up to 14 banking days from the date the refund is agreed upon.

7.3. If payment was made through a third-party booking platform (such as Booking.com), the refund will be processed in accordance with that platform’s rules.

8. Service Substitution

8.1. With the Guest’s consent, the Hotel may offer an alternative (a different room category or different dates) instead of a refund, if this is acceptable to both parties.

9. Contact Information for Refund Inquiries

Wood Hotel Resort & SPA Individual Entrepreneur (FOP) Kateryna Vasylivna Maksymchuk, Tax ID (ІПН) 3796007747 Registered address: Ukraine, 54003, Mykolaiv region, city of Mykolaiv, Chkalova St., building 84, apartment 31 IBAN: UA703052990000026009031713564 Booking manager: +38 (066) 336 33 00, +38 (067) 336 33 00 Sales department: +38 (063) 043 87 90 E-mail: info@wood-hotel.com.ua

This Refund Policy applies together with the Hotel’s Public Offer and Privacy Policy.