1. GENERAL TERMS

1.1 Agreement
By making a reservation at Duncan Guest House, you agree to be bound by these Terms and Conditions. Please read them carefully before booking.

1.2 Definitions
- We/Us/Our refers to Duncan Guest House
- Guest/You/Your: refers to the person making the booking and all guests staying at the property
- Booking: refers to the reservation of accommodation
- Property: refers to Duncan Guest House premises in Marsaxlokk, Malta

1.3 Booking Confirmation
A booking is only confirmed once:
- Full payment or deposit (as specified) is received
- A confirmation email with the booking reference is sent to the guest
- The booking appears in your customer dashboard

1.4 Guest Requirements
- Guests must be 18 years or older to make a booking
- Valid photo ID (passport or ID card) must be presented at check-in
- All guest details must be accurate and complete
- The person making the booking for others must contact the manager about the bookings

2. RESERVATIONS and BOOKINGS

2.1 Booking Process
- Bookings can be made online through our website, by email, or by phone
- Online bookings receive immediate confirmation upon successful payment
- Email and phone bookings are confirmed within 24 hours

2.2 Minimum Stay
- Minimum stay requirements may vary by season and room type
- Standard minimum: 1 night (may be higher during peak season)
- Specific requirements are displayed during the booking process

2.3 Maximum Occupancy
- Each room has a maximum occupancy as stated in the room description
- Extra guests beyond the maximum are not permitted
- Children under 2 years (in a cot) do not count towards maximum occupancy and can share the bed with parents

2.4 Room Allocation
- We reserve the right to allocate rooms at our discretion
- Room type and view are guaranteed, but the specific room number is not
- Room preferences will be accommodated where possible, but cannot be guaranteed

5. CHECK-IN and CHECK-OUT

5.1 Check-In
- Standard check-in time: 2:00 PM
- Early check-in may be available upon request (subject to availability)
- Late check-in: Please notify us if arriving after 8:00 PM
- Self check-in options may be available for very late arrivals

5.2 Check-Out
- Standard check-out time: 10:00 AM. All guests can leave their luggage in the reception area till afternoon or evening.
- Late check-out may be available upon request (subject to availability and possible additional charge)
- Late check-out after 2:00 PM may incur a charge of 50% of the nightly rate

5.3 Required at Check-In
- Valid photo identification (passport or national ID card)
- Credit card for security deposit/incidentals
- Booking confirmation or booking reference number

5.4 Security Deposit
- A valid credit card is required at check-in for security purposes
- No pre-authorisation charge unless damage occurs
- The card will only be charged if damage, excessive cleaning, or policy violations occur

6. GUEST CONDUCT and RESPONSIBILITIES

6.1 Peaceful Enjoyment
- Guests must respect the comfort and privacy of other guests
- Quiet hours: 10:00 PM to 8:00 AM
- Excessive noise, disturbances, or antisocial behaviour may result in immediate eviction without refund

6.2 No Smoking Policy
- Duncan Guest House is a completely non-smoking property
- Smoking is prohibited in all indoor areas, including rooms, corridors, and common areas
- Designated outdoor smoking areas are available
- PENALTY: Smoking in rooms will result in a €150 deep cleaning fee

6.3 Pets
- Pets are not permitted at Duncan Guest House

6.4 Visitors
- Registered guests only are permitted in rooms and common areas
- Day visitors must be approved by management and register at reception
- Overnight visitors are not permitted

6.5 Children
- Children are welcome at Duncan Guest House
- Parents/guardians are responsible for supervising children at all times

6.6 Security and Safety
- Guests are responsible for their own belongings
- We provide in-room safes for valuables
- Lost or stolen items are the guests responsibility
- Emergency contact numbers are provided in each room

8. MODIFICATION OF BOOKINGS

8.1 Change Requests
- Requests to modify booking dates must be submitted through your customer dashboard or by contacting us
- Changes are subject to availability
- We will make reasonable efforts to accommodate change requests

8.2 Modification Fees
- Date changes more than 7 days before check-in: Free (subject to availability)
- Date changes within 7 days of check-in: Subject to cancellation policy
- Price differences apply if new dates are at different rates

8.3 Room Type Changes
- Room upgrades may be available (subject to availability and price difference)
- Room downgrades will be refunded the difference
- Changes must be requested at least 48 hours before check-in

8.4 Guest Name Changes
- The lead guest name cannot be changed within 7 days of check-in
- Additional guests can be added/removed (subject to maximum occupancy)
- All guests must be registered at check-in

9. FACILITIES and SERVICES

9.1 Amenities
- Amenities and services as described on our website are provided
- We reserve the right to substitute comparable alternatives if necessary
- Temporary facility closures for maintenance may occur with advance notice, where possible

9.2 Wi-Fi
- Complimentary Wi-Fi is provided throughout the property
- We do not guarantee uninterrupted access or specific connection speeds
- Guests must use Wi-Fi responsibly and legally

9.3 Breakfast (if included)
- Breakfast service times are as posted
- Dietary requirements should be communicated in advance
- Continental or buffet breakfast as specified in the booking

9.4 Housekeeping
- Daily housekeeping service is provided for stays of 3+ nights
- For shorter stays, housekeeping on request
- Do Not Disturb signs will be respected
- Daily housekeeping services are provided for all rooms every day.

9.5 Parking (if available)
- Parking spaces are subject to availability
- We are not liable for damage to or theft from vehicles
- Parking regulations must be observed
- Free public parking is possible on streets near the site (reservation is not possible).

10. PRIVACY and DATA PROTECTION

10.1 Personal Information
- We collect personal information necessary for your stay
- Information is processed in accordance with GDPR and the Malta Data Protection Act
- Details are in our Privacy Policy (available on website)

10.2 Marketing Communications
- You may receive booking confirmations and important updates
- Marketing emails only if you have opted in
- You can unsubscribe at any time

10.3 CCTV
- CCTV cameras are in operation in public areas for security
- Cameras are NOT present in guest rooms or bathrooms
- Footage is retained for 30 days and only accessed if needed for security

11. SPECIAL CIRCUMSTANCES

11.1 Health and Medical
- Guests with medical conditions should notify us in advance
- We are not medical professionals and cannot provide medical advice or treatment
- Emergency medical services can be contacted via reception

11.2 Accessibility
- Accessibility features are described on our website
- Special requirements should be communicated when booking
- We will make reasonable accommodations where possible

11.3 Dietary Requirements
- Special dietary needs should be communicated at least 48 hours in advance
- We will make reasonable efforts to accommodate requests
- We cannot guarantee an allergen-free environment

12. RIGHT TO REFUSE SERVICE

12.1 We Reserve the Right to Refuse
We may refuse service or evict guests without refund for:
- Providing false information or identification
- Disruptive, threatening, or abusive behaviour
- Illegal activities on the premises
- Violation of our policies (smoking, excessive noise, unauthorised guests)
- Damage to property
- Health and safety violations

12.2 Eviction Process
- Warning will be given where appropriate
- Serious violations may result in immediate eviction
- Police may be called if necessary
- No refund will be issued for evictions due to policy violations

13. COMPLAINTS and FEEDBACK

13.1 During Your Stay
- Issues should be reported to reception immediately
- We will make every effort to resolve problems promptly
- Please allow us to address concerns during your stay

13.2 Post-Stay Complaints
- Formal complaints should be submitted within 14 days of check-out
- Email: info@duncanguesthouse.com
- Include booking reference and detailed description
- We aim to respond within 5 business days

13.3 Resolution
- We will investigate all complaints thoroughly
- Appropriate remedies will be offered for validated issues
- Compensation decisions are at our discretion

14. LEGAL INFORMATION

14.1 Governing Law
- These Terms and Conditions are governed by the laws of Malta
- Any disputes are subject to the exclusive jurisdiction of the Malta courts

14.2 Business Information
Duncan Guest House
Marsaxlokk, Malta
Email: info@duncanguesthouse.com
Phone: +356 79863105
VAT Registration Number: MT23053435
Tourism License Number: GH/0019

14.3 Severability
- If any provision is found invalid, the remaining provisions remain in force

14.4 Entire Agreement
- These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement
- No other terms apply unless agreed in writing

14.5 Changes to Terms
- We reserve the right to update these Terms and Conditions
- Changes are effective from the date of posting
- Continued use of our services constitutes acceptance
- Existing confirmed bookings remain under the terms accepted at the time of booking

15. CONTACT INFORMATION

For questions about these Terms and Conditions:

Duncan Guest House
Marsaxlokk, Malta

Email: info@duncanguesthouse.com
Phone: +356 79863105
Website: www.duncanguesthouse.com

Reception Hours: 8:00 AM - 10:00 PM daily
Emergency Contact: Available 24/7 (details provided at check-in)

16. ACKNOWLEDGMENT

By completing a booking with Duncan Guest House, you acknowledge that:
- You have read and understood these Terms and Conditions
- You agree to be bound by these terms
- You are authorised to make the booking on behalf of all guests
- All information provided is accurate and complete
- You accept responsibility for all guests in your booking

4. CANCELLATION POLICY

4.1 Free Cancellation Period
- Cancellations made more than 48 hours before check-in: FULL REFUND
- No questions asked, full refund to original payment method

4.2 Late Cancellation
- Cancellations made within 48 hours of check-in: 50% CHARGE
- 50% of the total booking amount will be forfeited
- Remaining 50% refunded to the original payment method

4.3 No-Show Policy
- Failure to arrive (no-show): 100% CHARGE
- Full booking amount will be forfeited
- No refund will be issued

4.4 Early Departure
- Early check-out does not qualify for a refund
- Full booking amount remains payable
- We recommend travel insurance to cover unforeseen circumstances

4.5 Cancellation Process
- Cancellations must be made through your customer dashboard or by contacting us directly
- Our team must acknowledge email cancellations to be valid
- Cancellation effective date is the date we receive and confirm your cancellation request

4.6 Refund Processing
- Approved refunds are processed within 7-10 business days
- Refunds are made to the original payment method only
- Bank processing times may vary (typically 5-10 business days after we process)
- You will receive an email confirmation when the refund is processed

4.7 Force Majeure
- In case of circumstances beyond our control (natural disasters, pandemics, government restrictions), different cancellation terms may apply
- We will work with guests to reschedule or provide appropriate solutions
- Specific policies will be communicated during such events

7. DAMAGE and LIABILITY

7.1 Guest Responsibility
- Guests are responsible for any damage to the room, furniture, fixtures, fittings, or any property belonging to Duncan Guest House
- This includes damage caused by guests, visitors, or children
- Normal wear and tear is acceptable

7.2 Reporting Damage
- Any pre-existing damage must be reported to reception within 1 hour of check-in
- Failure to report may result in the guest being held responsible
- Photos of damage should be taken if possible

7.3 Damage Charges
- The cost of repairing or replacing damaged items will be charged to the credit card on file
- Costs will reflect actual repair/replacement expenses plus reasonable labour costs
- Itemised receipts will be provided upon request

7.4 Lost Keys or Access Cards
- Lost room keys: €20 replacement fee
- Lost access cards: €10 replacement fee

7.5 Our Liability
- We take reasonable care of guests and their property
- We are not liable for loss, theft, or damage to guest belongings
- We are not liable for any indirect, consequential, or special losses
- Our liability is limited to the total value of your booking
- Nothing in these terms limits our liability for death or personal injury caused by our negligence

7.6 Force Majeure
- We are not liable for failure to perform obligations due to circumstances beyond our reasonable control
- This includes natural disasters, fires, floods, storms, pandemics, war, civil unrest, government restrictions, strikes, or utility failures

3. PRICING and PAYMENT

3.1 Price Structure
- All prices are quoted in Euros (EUR)
- Prices include VAT at the applicable Malta rate (currently 7%)
- Tourist tax (if applicable) is additional and payable at check-in
- Prices are per room per night unless otherwise stated

3.2 Price Changes
- Prices are confirmed at the time of booking
- Once a booking is confirmed, the price will not change
- We reserve the right to change prices for future bookings without notice

3.3 Payment Methods
We accept:
- Credit Cards: Visa
- Debit Cards
- Bank Transfer (details provided upon request)
- Cash (EUR only) - for balance payments at the property

3.4 Payment Schedule
- STANDARD BOOKINGS (more than 7 days in advance):
- 30% deposit required at time of booking
- Remaining 70% due 7 days before check-in

LAST-MINUTE BOOKINGS (within 7 days of check-in):
- 100% payment required at time of booking

3.5 Payment Security
- All online payments are processed through secure, encrypted connections
- We do not store credit card details on our systems
- Credit card information is processed through PCI-DSS-compliant payment gateways


3.6 Failed or Late Payments
- If the deposit payment fails, the booking will not be confirmed
- If the balance payment is not received 7 days before check-in, we reserve the right to cancel the booking and forfeit the deposit
- Late payment fees may apply

3.7 Currency Conversion
- International credit card payments may be subject to currency conversion by your card issuer
- Conversion rates and foreign transaction fees are determined by your bank
- We are not responsible for any bank fees or unfavourable exchange rates