Every confirmed and paid reservation reduces the availability of rooms or services for the selected date. Therefore, payments made for room reservations, tour packages, activities, or other services at Rumah Merah Heritage Lasem are generally final and non-refundable. By completing a payment, guests are considered to have understood and accepted this Cancellation and Refund Policy.
If a guest cancels a reservation because of a change of plans, an incorrectly selected date, travel difficulties, health reasons, or other personal circumstances, payments already received cannot be refunded, either partially or in full. Guests are encouraged to carefully review their arrival date, departure date, room type, number of guests, and service details before completing payment.
Guests who do not arrive on the scheduled arrival date without prior notice will be considered a no-show. The reservation will remain treated as used and the payment will not be refundable. Rooms or services not used because of late arrival, early departure, or changes to personal plans cannot be exchanged for cash or refunded.
Requests to change a reservation date may be submitted to Rumah Merah Heritage Lasem before the scheduled arrival date. Approval is entirely subject to room or service availability, the type of reservation, and management consideration. Rescheduling cannot always be provided and may be subject to a price adjustment or additional charge if the rate for the new date is higher. A lower rate for the new date will not result in a cash refund of the difference.
If Rumah Merah Heritage Lasem is unable to provide a confirmed room or service because of an operational error on our part, the guest will be offered a rescheduled date, a reasonably equivalent replacement service, or a refund corresponding to the value of the service that cannot be provided. The available resolution will be discussed and agreed with the guest according to the circumstances.
If a duplicate payment or verifiable transaction error occurs, the guest may request a review by providing the reservation number, guest name, transaction date, payment amount, and proof of payment. Once the transaction has been successfully verified, any eligible excess payment may be refunded according to the payment method and the procedures of the relevant payment service provider.
In exceptional circumstances such as natural disasters, extreme weather, outbreaks, major transport disruption, government policies, civil unrest, or other events beyond reasonable control, rescheduling requests will be considered according to the circumstances and availability. Such events do not automatically create an entitlement to a refund. Rumah Merah Heritage Lasem will make reasonable efforts to offer an appropriate solution whenever possible.
Refunds are only available in circumstances expressly approved in writing by Rumah Merah Heritage Lasem. Processing times may vary depending on the payment method, bank, and payment gateway used. Administrative or transaction fees already charged by a bank or payment provider may be taken into account to the extent permitted by applicable requirements.
Requests for rescheduling or transaction reviews must be submitted through an official Rumah Merah Heritage Lasem communication channel. Guests should provide the name used for the reservation, reservation number, date of stay or service, telephone number, and proof of payment. Please contact us by email at rumahmerahheritagelasem@gmail.com or visit us at Jl. Karangturi No. 4/7, Mahbong, Karangturi, Lasem District, Rembang Regency, Central Java 59271, Indonesia.