- Reservation Agreement

Distance Sales and Reservation Agreement for Accommodation Services

This agreement has been prepared in accordance with Law No. 6502 on the Protection of Consumers, the Distance Contracts Regulation and the relevant legislation for hotel reservation and accommodation service transactions carried out through the awenhotel.com website.

1. PARTY INFORMATION

1.1. Service Provider / Hotel Information

Hotel Name / Brand: AWEN HOTEL
Company Title: Silvana Otelcilik ve Turizm İşletmeleri A.Ş.
Address: Güzeloba Mah. 2299 Sok. No: 2 Muratpaşa / ANTALYA
Phone: +90 242 782 44 82
Customer Service: +90 535 898 99 40
E-mail: info@awenhotel.com
Tax Office: Antalya Corporate Tax Office
Tax Number: 403 003 1015
MERSIS Number: 0403 0031 0150 0018
Trade Registry No: 10808

1.2. Guest / Reservation Holder Information

The person who creates a reservation through awenhotel.com and provides the name, surname, contact, payment and accommodation information specified in the reservation form is considered the “Guest” or “Reservation Holder”.

The Guest accepts that the information provided during the reservation process is accurate, up to date and complete. The Guest is responsible for any issues that may arise due to incomplete, incorrect or outdated information.

2. SUBJECT AND SCOPE OF THE AGREEMENT

The subject of this agreement is to determine the rights and obligations of the parties regarding the hotel reservation and accommodation service offered by the Service Provider to the Guest through awenhotel.com.

This agreement covers the room type, check-in date, check-out date, number of guests, length of stay, total price, payment method, cancellation and refund conditions and other service details specified during the reservation process.

3. RESERVATION AND PAYMENT INFORMATION

The type of accommodation service, room type, number of guests, check-in and check-out dates, total price and payment method subject to this agreement consist of the information available at the time the reservation process is completed.

The Guest is obliged to check all information before completing the reservation process. By confirming the reservation, the Guest electronically accepts the price, date, room type, number of guests, cancellation conditions and other service terms related to the selected service.

Payment may be made by credit card, debit card, virtual POS, bank transfer/EFT or other payment methods offered by the Hotel.

If the payment transaction is not approved by the bank, payment institution or relevant systems, the Hotel shall not be obliged to confirm the reservation or provide the accommodation service.

4. GENERAL TERMS AND ACCOMMODATION SERVICE

4.1. Reservation Process

The reservation is created when the Guest fills in the required information through awenhotel.com, confirms the selected service and completes the payment transaction, if applicable.

For reservations requiring payment, the reservation becomes valid only after the payment is successfully completed.

The Hotel may send the reservation confirmation information to the e-mail address or phone number provided by the Guest, or through the system.

4.2. Check-in and Check-out Procedures

The Guest may check in to the hotel on the check-in date specified in the reservation. Check-in and check-out times are applied according to the times specified on the reservation screen, hotel information page or hotel policies.

Early check-in and late check-out requests are subject to the Hotel’s availability. Such requests may be subject to an additional fee.

During check-in, the Guest may be asked to present an identity card, passport or other legally required documents. If the required documents are not presented, the Hotel reserves the right not to provide the accommodation service.

4.3. Payment and Security

In order for the accommodation service to be provided, the reservation fee must be paid or approved by the Hotel according to the selected payment method.

If the payment is cancelled, withdrawn or not completed in bank records, the Hotel reserves the right to cancel the reservation and not provide the service.

Bank records, payment institution records and Hotel records shall be taken as basis in payment transactions. In suspicious, incorrect or unauthorized payment transactions, the procedures of the relevant bank and payment institutions shall apply.

4.4. Force Majeure

Natural disasters, fire, flood, earthquake, epidemic disease, decisions of official authorities, transportation obstacles, security risks, technical failures, war, terrorist incidents or similar events beyond the control of the parties shall be considered force majeure.

In cases of force majeure, the Hotel reserves the right to change, postpone, offer an equivalent service or cancel the reservation. In such cases, the parties shall communicate in good faith to find a solution.

4.5. Overbooking and Alternative Accommodation

In exceptional cases such as operational necessity, technical system errors or overbooking, the Hotel reserves the right to offer the Guest alternative accommodation of an equivalent or, where possible, higher standard.

In such cases, the Hotel shall make reasonable efforts in good faith to minimize any inconvenience to the Guest.

5. RIGHT OF WITHDRAWAL, CANCELLATION AND REFUND CONDITIONS

5.1. Right of Withdrawal Notice

Under the Distance Contracts Regulation, accommodation services, hotel reservations and similar services that must be provided on a specific date or within a specific period are among the exceptions to the right of withdrawal.

Therefore, the general right of withdrawal does not apply to hotel reservations created by the Guest by selecting specific check-in and check-out dates.

The Guest’s cancellation, change or refund rights are evaluated within the scope of the price type, package conditions and cancellation policy accepted during the reservation process and specified by the Hotel.

5.2. Cancellation and Refund Conditions

For cancellable reservations, the free cancellation period and refund conditions are specified on the reservation screen or in the reservation confirmation.

If the Guest submits a cancellation request within the specified period, the refund process shall be initiated in accordance with the payment method used.

For non-refundable, early booking, promotional, specially discounted or non-changeable reservations, cancellation, change or refund may not be available after the reservation is completed.

Requests to change the reservation date are evaluated depending on the Hotel’s availability, price difference and the selected reservation conditions.

If a price difference occurs for the new date, this difference may be requested from the Guest.

Refund transactions may vary depending on the payment method and bank procedures. After the Hotel initiates the refund process, the time required for the amount to be reflected in the Guest’s account depends on the bank’s transaction processes.

6. FAILURE TO ARRIVE, EARLY DEPARTURE AND ACCOMMODATION RULES

6.1. Failure to Arrive

If the Guest does not check in on the reservation date and does not provide prior written notice to the Hotel, this shall be considered a “failure to arrive”.

In the event of failure to arrive, all or part of the accommodation fee may be charged depending on the selected reservation conditions. No refund shall be made for non-refundable reservations.

6.2. Early Departure

If the Guest leaves the hotel before the end of the accommodation period, whether a refund will be made for unused nights shall be determined according to the selected reservation conditions.

No refund may be made due to early departure for non-refundable, promotional or specially priced reservations.

6.3. Accommodation Rules

The Guest agrees to comply with the Hotel’s general rules, security instructions, hygiene rules and regulations aimed at preserving the comfort and peace of other guests during the stay.

The Guest is obliged to use the room, common areas, fixtures and Hotel property with due care.

Any damage, loss or harm caused by the Guest, accompanying persons or visitors may be charged to the Guest.

The Guest may not exceed the number of guests specified in the reservation. Requests for additional guests are subject to the Hotel’s approval and may be subject to an additional fee.

The Hotel’s rules apply to smoking in hotel rooms and common areas, pet acceptance, visitor acceptance, noise, additional guest accommodation and similar matters.

The Guest agrees not to engage in unlawful conduct and to avoid actions that may disturb the peace and security of the Hotel. In such cases, the Hotel reserves the right to terminate the accommodation and initiate the necessary legal procedures.

7. CHILD POLICY

Age limits, free accommodation conditions, extra bed requests, breakfast or additional service fees and other practices related to child accommodation are subject to the Hotel policies specified during the reservation process.

The Guest is obliged to provide accurate and complete age information for child guests when creating the reservation. In case of incomplete or incorrect age information, any price difference or additional fees that may arise during check-in may be requested from the Guest.

The safety, supervision and compliance of children with Hotel rules during the stay are the responsibility of their parents or the adults accompanying them.

8. OTHER TERMS

Intellectual Property: Visuals, texts, logos, trademarks, designs, photographs, videos and all other content published on the awenhotel.com website may not be copied, reproduced, modified or used for commercial purposes without permission.

Personal Data and KVKK: Personal data shared by the Guest during the reservation process may be processed for the purposes of creating the reservation, providing the accommodation service, carrying out payment transactions, fulfilling legal obligations and communicating with the Guest.

Detailed information regarding the processing of personal data can be found on the Personal Data Protection and Privacy Notice, Privacy and Security and Cookie Policy pages available on awenhotel.com. Where necessary, explicit consent processes are carried out separately in accordance with the relevant legislation.

Electronic Records: Electronic records, payment records, system records and written communications regarding reservation transactions made through awenhotel.com may be considered as evidence in disputes.

Competent Authority: In disputes that may arise from this agreement, Consumer Arbitration Committees and Consumer Courts shall be authorized within the framework of the relevant legislation.

9. ELECTRONIC APPROVAL AND ACCEPTANCE OF THE AGREEMENT

The Guest accepts that, before completing the reservation process, they had the opportunity to read and review this agreement electronically, accepted the provisions of the agreement and that electronic approval has the same legal effect as a handwritten signature.

By completing the reservation process, the Guest declares that they have read, understood and accepted all provisions of this agreement.

10. CONTACT INFORMATION

You may contact us for any questions, requests, cancellations, changes or support applications:

Phone: +90 242 782 44 82
Customer Service: +90 535 898 99 40
E-mail: info@awenhotel.com