Booking Terms & Conditions · TWL Hospitality

Non-Refundable Booking Policy

No Refunds. All payments made for a non-refundable booking are final and will not be refunded, in full or in part.
Cancellation. No refund will be provided if the guest cancels the booking, for any reason.
No-Show. Guests who fail to arrive on the scheduled check-in date will not be entitled to any refund, and the full booking value remains payable.
Early Check-Out. No refund will be given for unused nights if the guest chooses to check out earlier than the confirmed departure date.
Changes to Booking. Any request to change booking dates is subject to availability and management's approval. Additional charges may apply, and the original booking remains non-refundable if the change cannot be accommodated.
Late Arrival. Guests are responsible for informing the property in advance of any late arrival. Failure to do so may result in the booking being treated as a no-show.
Circumstances Beyond the Guest's Control. We understand that emergencies happen. If a guest is unable to travel due to circumstances beyond their control (e.g. a medical emergency or bereavement), this policy remains non-refundable by default, but the guest is welcome to reach out. Such requests will be reviewed on a case-by-case basis at management's sole discretion, and any exception is only valid if confirmed in writing.

Damage to Property

Guest Liability. Guests are liable for the cost of repair, replacement, or professional cleaning of any loss or damage caused to the property during their stay, including to rooms, furnishings, fixtures, equipment, and shared or common areas, whether caused intentionally, negligently, or accidentally.
Assessment & Charges. The cost of damage will be assessed by management and communicated to the guest. Charges may be deducted from any deposit held, charged to the payment card used for the booking, or invoiced separately, and are payable before or at check-out.
Group Responsibility. Where damage occurs in a shared dorm or common area and the responsible guest cannot be identified, management reserves the right to charge all guests who had access to that space during the relevant period.

Check-In & Check-Out

Check-in: 15:00–23:00. Early check-in is subject to availability and will incur a fee of SGD 7 per hour, per guest.
Check-out: 11:00. Late check-out is subject to availability and will incur a fee of SGD 7 per hour, per guest.
Identification. A valid original photo ID (NRIC for Singapore residents, passport for foreign guests) must be presented for every guest at check-in for registration purposes, as required for licensed accommodation in Singapore. Guests who cannot present valid ID may be refused check-in without refund.

Guest Conduct & House Rules

Minimum Age. The primary guest on any booking must be at least 18 years old. Guests under 18 must be accompanied by a parent or guardian for the full duration of the stay.
Occupancy. Only registered guests may stay overnight. The number of guests may not exceed the number confirmed at booking; unregistered guests or excess occupancy may incur additional charges or result in removal from the property.
Quiet Hours. Out of respect for other guests in shared dorms, quiet hours apply from 23:00 to 07:00.
Smoking & Prohibited Items. Smoking and vaping are strictly prohibited inside all rooms and indoor common areas. Illegal drugs, weapons, and other prohibited items are not permitted on the premises.
Right to Refuse or End a Stay. Management reserves the right to refuse check-in, or to end a stay immediately without refund, where a guest breaches these house rules, engages in illegal activity, or behaves in a way that endangers or seriously disturbs other guests or staff.

Liability & Lost Property

Personal Belongings. TWL Hospitality is not liable for the loss, theft, or damage of guests' personal belongings, except where this results from the property's proven negligence. Guests are encouraged to use lockers or safes where provided and to keep valuables with them at all times.
Items Left Behind. Items left behind after check-out will be kept for 30 days. Guests who wish to have items returned are responsible for the cost of shipping or courier.

Natural Disasters & Force Majeure

This section applies only to non-refundable bookings. Where a confirmed non-refundable stay cannot go ahead because of a natural disaster or other circumstance beyond reasonable control, whether this prevents the guest from travelling (e.g. flights disrupted by a typhoon) or prevents the property from hosting (e.g. fire, flood, public health emergency, government order, or extended utility outage), the booking will not be refunded in cash. Instead:

Credit Instead of Refund. The full value of the affected booking will be issued as a credit, valid for 12 months from the original check-in date, redeemable for a future stay at any TWL Hospitality property.
Rebooking at the Same Rate. If the room rate for the new stay is the same as or lower than the original booking, the guest may use the credit for the new stay at no extra cost.
Rebooking at a Higher (Seasonal) Rate. If the room rate for the new stay is higher, for example due to seasonal pricing, the guest simply pays the difference between the credit and the new rate.
Validity. The credit must be used within 12 months of the original check-in date, after which it expires and cannot be redeemed or refunded in cash.

This credit policy applies specifically to non-refundable bookings affected by natural disasters and other force majeure events. It does not apply to guests changing their mind or general travel inconvenience, and it is separate from the case-by-case consideration described above for personal emergencies.

Third-Party Bookings

Bookings made through third-party platforms (such as Agoda, Booking.com, or other OTAs) are also subject to that platform's own booking and cancellation terms. Where those terms conflict with this policy on matters of payment or cancellation, the platform's terms apply to that booking; the house rules, damage, and liability terms on this page apply to all guests regardless of how the booking was made.

Amendments & Governing Law

TWL Hospitality may update these terms from time to time; the version published on this website at the time of booking applies. These terms are governed by the laws of the Republic of Singapore, and any dispute arising from them is subject to the exclusive jurisdiction of the Singapore courts.