Booking Terms

Direct Booking Confirmation

A Khmer House room, bungalow room, restaurant table, overwater wooden hut, or Bamboo Hut reservation is confirmed only after Secret Lake House accepts the booking through an official channel and any required deposit or full payment has been received. Availability, rates, supplements, close-out dates, and special conditions may change until the booking is confirmed in writing by phone message, WhatsApp, Telegram, email, or other approved communication.

Rates, Occupancy, and Breakfast

• Room rates are quoted in USD unless another currency is clearly confirmed.
• Standard accommodation rates are based on single or double occupancy and may include breakfast when confirmed with the booking.
• Extra person or extra bed charges may apply from 12 years old.
• Children aged 5 to 11 may be charged a child breakfast or extra lodging supplement when applicable.
• Infants aged 0 to 4 may stay free when sharing existing bedding with parents. Extra beds or infant cots are subject to availability and may require confirmation.

Minimum Stay and Peak Dates

A minimum stay may be required during peak holiday periods, public holidays, festivals, special events, or high-demand dates. For example, bookings falling into or overlapping 20 December to 04 January and Khmer New Year or similar peak periods may require a minimum stay of 2 nights. Secret Lake House will confirm any minimum stay requirement before finalizing your reservation.

Check-In, Early Arrival, and Late Check-Out

• Standard check-in time is 2:00 pm.
• Standard check-out time is 12:00 noon.
• Early check-in from 6:00 am to 2:00 pm may be charged up to 50% of the room rate, subject to room availability.
• Arrival between midnight and 6:00 am may require the full previous night rate.
• Late check-out from 12:00 noon to 6:00 pm may be charged up to 50% of the room rate, subject to availability.
• Late check-out from 6:00 pm to midnight may require a full night charge.

Changes and Amendments

Any change to arrival date, departure date, room type, guest count, table time, dining hut preference, or payment arrangement must be requested as early as possible and accepted by Secret Lake House. Amendments are subject to availability, seasonal conditions, and any applicable charges. A requested change is not confirmed until Secret Lake House confirms it through an official channel.

Cancellation Policy

• Low season is generally 01 April to 14 October. Cancellations made 14 days or more before arrival may be free of cancellation charge. Cancellations within 14 days of arrival may be charged one night.
• High season is generally 15 October to 31 March. Cancellations made 21 days or more before arrival may be free of cancellation charge. Cancellations within 21 days of arrival may be charged 50% of the total room charge.
• Peak season or special-event bookings may require longer cancellation notice. Cancellations made 30 days or more before arrival may be free of cancellation charge. Cancellations within 21 to 30 days may be charged 50% of the total room charge, and later cancellations may be subject to stricter terms confirmed at booking.
• Group bookings, exclusive villa use, events, and special packages may have separate cancellation terms.

No-Show and Shortened Stay

If a guest does not arrive on the confirmed arrival date, Secret Lake House may charge the full reserved stay. Once check-in formalities are completed, shortened stays, early departures, or unused nights may still be charged for the full confirmed accommodation period.

Payment Policy

Secret Lake House may request a deposit or full payment before arrival. For advance bookings, payment instructions may be issued before check-in and should be settled by the confirmed deadline. For last-minute bookings, full payment may be required upon confirmation. Payment may be accepted by approved cash, bank transfer, or other method confirmed directly by Secret Lake House.

Availability, Close-Out, and Overbooking

All bookings remain subject to room and table availability. Secret Lake House may close sales on certain dates, release unconfirmed reservations, or decline additional bookings during high-demand periods. In the rare case of unavoidable overbooking or operational disruption, Secret Lake House may help relocate guests to alternative accommodation of a similar standard where reasonably possible.

Arrival and Guest Responsibility

Guests are responsible for checking travel time, road conditions, directions, and arrival arrangements before coming to Secret Lake House. Please message us before driving if you need road updates, table timing, late check-in support, accessibility help, or special assistance.