FAQ

FAQ on Service

What’s included in your accommodation?

• Daily breakfast.
• Accommodation in a well-appointed AC Rooms
• Pick up and Drop in a AC vehicle in package
• Non-Alcoholic Welcome drink on arrival
• Free high speed internet & Wi-Fi facility
• Smart TV with satellite connections (TataPlay) having your favorite programs.
• Free RO filtered drinking water.
• Hot shower
• Private Swimming pool
• Swimming pool bath towels
• Daily Housekeeping
• 24x7 Security.
• Security cameras. (CCTV in common areas & outside property.)
• Power backup in case of power failure.
• 24 hrs of water supply.
• Indoor games provided
• Linens & Towels Provided.
• Kettle in room
• Free Premium Coffee & Tea sachets
• Wardrobe with hangars
• Hair Dryer
• Mosquito Prevention Amenities
• Indoor games provided
• Free Car Park

Whilst staying at Casa de Alnena, do enjoy our in-house facilities. The swimming pool is also a great retreat, bath under the showers, take a lap of the 9 m by 5 m pool and let the kids splash about in the kid’s pool.

Is breakfast included?

Please speak to our representative who will give you few options.

Is there a swimming pool in the resort?

Keep cool with a swim in Casa de Alnena’s Luxury pool. In addition, there is a kid’s pool
Pool timings 0900 a.m. to 0600 p.m. All rules and regulations are mentioned in Swimming pool rules page.

Do you provide meals in the resort?

Breakfast is provided inclusive of room rates.

How safe is the resort?

The management accepts no responsibility for loss, theft or damage of personal items or valuables. Check house rules page for more details.

The external grounds of the villas are monitored by CCTV cameras.

Do you have car parking within the compounded area of the resort?

Yes there is sufficient parking for 08 cars at the resort. The parking area is monitored by CCTV.

Can we keep the Luggage at the resort before checkin (0200 p.m) or after checkout (12 a.m.)?

Yes, esteemed guest of Casa de Alnena can store their luggage through the Front Desk at no extra charge. Luggage can be held at the hotel before or after your stay for up to 12 hours but it is left at your own risk and we do not take any responsibility for items.. Kindly refer to Resort Rules & Regulations.

The Internet WiFi is not very fast and is getting disconnected a number of times?

Please note we cannot guarantee fast speed and uninterrupted service. We are sorry about any inconvenience caused but unfortunately this is a third party service and we are depending on the government providers e.g. BSNL towards their service. The FREE WIFI is strongest in the reception area.

Are power failures common? What is done to overcome it?

There is a power back up 24/7.

FAQ on Bookings

How do I confirm my booking?

You can proceed with the booking via our instant booking site or you can email us. Full payment is to be done to secure your booking.

What is the security deposit to be kept?

refundable security deposit of INR 5000 cash per room is collected on arrival, and returned upon check out subject to room inspection.

Can we have a airport pickup & drop?

Yes we can arrange airport pickup & drop, but, this service is on additional cost. Our rental prices are just for the accommodations. Airport Pickup/daily rental can be organised by us with a third party after your booking is confirmed. Payment of the same should be done immediately after confirming the service required.

What is the cancellation policy?

Any rental amount paid is strictly non-refundable. We will not able to refund any money once the booking is confirmed. Please make sure your dates are confirmed before you do the booking with us. If you are staying at the resort and need to leave early, the rental fee is only refundable if we get another booking for the same amount for the same period.

We recommend that you take holiday insurance to cover the expenses incurred for cancelling your trip such as sickness, injury, or death of you, a family member, or a travelling companion.

Is ID Proof Mandatory for Guests?

The number of people including children should be mentioned at the time of the booking. Extra guests will strictly not be entertained on arrival within the premises. Only photographic government issued IDs will be acceptable with full address. PAN cards will not be accepted.

• For Indian Nationals (i.e. Indian Passport holders). Original IDs must be carried by each member staying at the villa. We accept the following types of ID (passport , election card, driving license), these must be issued by the Government of India and contain a photo of the guest.
• For Foreign Nationals (i.e Non-Indian Passport holders including OCI and NRI holders) 3 items are required, Passport photocopy, visa photocopy and completed C from. Original IDs must be carried by each member staying at the villa. Only passports are accepted as a form of ID. The following information is required to fill out the C forms. www.alnena.com/cform.pdf (pdf attached with this mail).

(The Navhind Times Wednesday, January 1st 2014) : Panjim: The district magistrate, north Goa has ordered that owners/management of all hotels, lodging and boarding, private guest houses, paying guest accommodations of all religious bodies, shall not allow any visitor/guest to check in without providing any government identity proof such as smart card, voter card, driving licence, employment card, ATM card or any other photo identity card issued by the recognized authority and the in-charge of such accommodations shall provide all such information for inspection to the police authority. This order has come into force with effect from December 30 2013 and will to effective for a period of 60 days, that is, up to February 27, 2014, both days inclusive unless withdrawn earlier. Any person contravening this order shall be punishable under section 188 of the Indian penal code. The number of people including children should be mentioned at the time of the booking. Extra guests will strictly not be entertained on arrival within the premises.)

What is a C form?

C forms are required to be filled by all foreign nationals’ i.e. non Indian nationals. OCI and POI holders are also required to complete C forms. These forms must be submitted on the day of arrival as per the rules set by the Government of Goa. The following information is required to fill out the C forms. If you are able to send the following information prior to arrival is will save a lot of time during check in.

FAQ on Pricing

I initially booked for 10 rooms for 20 people and now on arrival there are only 10 people so need only 5 rooms. Would there be reduction in rental fee?

NO. It’s not possible. Once the booking is confirmed for 'X' number of people, no reduction in the price will be accepted if the number of individuals decreases. WHY? Firstly we give preference to bookings with a higher number of guests. Secondly, if you book a hotel which is based on double occupancy (like our rooms are) and you cancel the room booking, you would not receive any refund. We follow the same policy.

I initially booked for 2 people and now on arrival there are 3 people. We are willing to adjust with the existing facilities?

This is strictly not acceptable by us. The number of people including children should be mentioned at the time of the booking . If the number of guests increases after you have confirmed the booking please let us know asap and we can see if we can accommodate you prior to your arrival. Please note we will not exceed the maximum occupancy of the rooms.

Extra guest will strictly not be entertained on arrival within the premises. We request you to make alternative arrangement for the extra guest before entering our resort and to avoid disappointment. If we find out that extra individuals are staying at the resort without our knowledge, or your disclosure, your full security deposit will be forfeited without discussion and any differences in rent will have to be paid accordingly.

Also, kindly refer to Resort rules page

Do you accept Credit Cards or Direct Online Payments?

Yes we do accept Credit Cards or Direct Online Payments. Our payment gateway will give you multiple gateways to process your card transaction ex Visa/Mastercard/Diners/Amex credit Cards, All Debit Cards including Maestro, 33+ Net banking options, etc. Payment by credit cards 3% transaction fee applicable.

When is the Pending Payment and Security Deposit due?

All bookings are confirmed on full payment.

If the booking is a walk in, then 100% of the rental fee is due on check in.

The INR 5000 Security Deposit must be handed over to the front desk in Cash (we do not accept any other mode) on arrival during registration.

Please note the management has right to refuse admission inside the resort if you do not comply with the rules which were mentioned to you via email before doing the booking.

Can we do 20% payment to confirm the booking and pending payment on arrival?

Sorry it is not possible. We are looking for guests who are serious about their booking with us. We do not want to miss out on potential clients who are willing to pay 100% payment towards the service we provide. All rental amount is due 60days before arrival and is non-refundable, so please ensure you are 100% sure before making your booking.

FAQ on Housekeeping

Can the linens/towels be changed every day?

Each guest is provided with a towel and pool towel. Our standard policy is to change your bed linen and towels every forth day of your stay and again at check-out. If you would like your linens or towels changed sooner, we will gladly do so.

SAVE OUR OCEANS - We believe it important to save our vital limited resources. Most of the travelers who stay in this room reuse their towels at least once during their stay. This saves of lots of water, oil and prevented detergent from being released into the environment. Thank you for your consideration.

When is Housekeeping done?

Daily housekeeping service is available.

FAQ on T&C

Can we have a late checkout and very early morning checkin?

80% of hotels and guest houses have a standard check in time at 02pm and check out at 12pm. We also strictly follow the same rule. By deviating from these timings, we are blocking a potential booking for the next/ previous day which can affect our business. We want all transitions of checkins/ checkouts to be smooth so please accept this timing before you confirm the booking.

If you want a very early morning checkin and late evening checkout we can arrange for the same provided the rooms are free, but, if not then extras will be charged.

An extra cost of INR 5,000 per hour is applicable for checkouts not done by 12pm. This is to ensure that the next guests are not kept waiting at the gate while you have exceed your time limit of checkout. We are very strict on this as we have made it clear to you from day one.

Why do I have to pay extra during early morning checkout?

You must inform our office or via email 24 hours in advance about your correct checkout time. The respective housekeeper will be called to the premises to check full inventory at the room during your checkout. If anything is missing or damaged, one has to pay for it. At the 11th hour or for short notice we will not able to provide you a quick service as our team/staff would not be available.

If you do not give us sufficient time, your security deposit will not be returned on that day but will be refunded within 12 hour to your bank account you provide, after we check the full room inventory and everything in the room should be in the same condition it was given.

We are 3 people who want to stay at your resort in one room; can we have 2 sets of keys?

As we only rent to one group of people at a time, we only provide one set of keys. This also decreases the probability of losing the keys and increases security.

Can we have extra people in the resort, more than the maximum occupancy?

Each room has a maximum occupancy which is clearly mentioned on the website. We can’t exceed this maximum occupancy even if you are willing to adjust as it affects our service.

Do you accept pets in the resort?

Despite our unconditional love for pets, we are aware that many of our guests don’t share our love. Therefore, we do not service pets at our Resort.

When do you return my security deposit?

Once the room has been inspected and we check that everything is in order and all bills have been settled then, the Front Desk will return your security deposit to you during check out.

We are having a wedding party and like to decorate the resort with lights and some external fittings?

Strictly depends on the request: The decorator cannot drill/hammer nails to the wall. It must be done using a tape or by tying, which will not leave any marks. If any damages are done to the wall we will charge you full price towards fixing + one full day's rent + service charges + our time spent repairing it.

Can we smoke inside the resort/rooms?

No. Our Resort is strictly non-smoking Resort. There are smoke detectors/alarms at the top of every room which is difficult to put off once it’s triggered. We request you not to smoke in the bedrooms as it will take one hour to put off the loud buzzing sound of the alarm once it goes ON.

What if we damage/dirty/break anything at the resort?

If you damage/dirty/break anything at the villa you have to fix it or pay for it. Please note upon check out we need the rooms retuned to us in the same condition it was given to you so we can provide the same service for the next guest. If any item is broken/ damaged the guest has to pay for the item. If any linen/ towels are stained, we request the guest to either clean the stains before checkout or pay us the full price of a new towel.