Booking Terms & Policies
The plain-language version of how booking with us works
How Reservations Work
Booking on hotelesplanada.com sends a reservation request — it is not an instant confirmation. The hotel checks availability and confirms your booking by email or WhatsApp, usually within 2 hours during reception hours. Requests sent overnight are answered the next morning.
No card is required and no payment is taken online. You pay at the hotel when you stay.
Your request includes a reference code — keep it to look up or discuss your booking with reception.
Cancellation, Changes & No-Shows
Free cancellation up to 24 hours before check-in (2:00 PM Dili time, UTC+9, on your arrival day). Because we take no deposit or card details, direct bookings carry no cancellation fee — but if your plans change inside 24 hours, or you can't make it at all, please tell us as early as you can by email, phone or WhatsApp so we can release the room to other guests.
Changes: date or room changes are free and handled directly with reception, subject to availability.
Early departure: you pay only for the nights you stay, provided you let reception know before your final night.
Check-In & Check-Out
Check-in is from 2:00 PM and check-out is by 12:00 noon (Dili time). Early check-in may be arranged subject to availability and a possible fee. Late check-out can be added during booking or arranged with reception, subject to availability.
Please bring your passport or ID for registration — this is required for all guests in Timor-Leste.
Payment
Timor-Leste uses the US Dollar (USD). We accept cash and major cards (Visa / Mastercard) at the hotel. Rates shown on this website are per room per night and include breakfast for the room's registered guests.
Children & Extra Beds
Children are welcome. Extra beds and cots are available on request and subject to availability — mention what you need in the special-requests field when booking, or contact reception, and we'll confirm options and any charge with your booking confirmation.
Privacy
We collect only the details needed to manage your reservation: your name, contact details, stay dates and any information you choose to share (such as a passport photo for faster check-in, which is transmitted and stored encrypted). Your details are used to confirm and manage your booking and are not sold or shared with third parties for marketing. Booking confirmations are sent via the Rezerva reservation platform on the hotel's behalf.
Questions about your data or this policy? Contact us at [email protected].