English edition R3.3 · Prepared 1 October 2026 · Effective from the date of publication on the website.
1 Scope
The website operator and accommodation provider in Georgia is LLC Luxury Apart Hotel Group (შპს ლაქშერი აპარტ ჰოტელ გრუპ), identification number 405888455, hereinafter the Company. Website: https://luxuryaparthotel.ge.
This Policy governs cancellation, changes, no-show and refunds for direct accommodation bookings. It applies together with the Booking & Payment Terms and the Terms & Conditions.
Through the standard online booking form you can pay for apartment accommodation and, where the guest selects them, for breakfast and transfer. Breakfast and transfer are not automatically included in every rate: their inclusion in the price, or a separate price, is stated clearly before payment and in the booking confirmation. No other paid services are added automatically.
The remaining sections of the website are informational. Tours, excursions, private journeys, events and concierge services are booked only on request via WhatsApp or the relevant email address, after separate agreement. They are not paid through the standard online accommodation booking form. Viewing a section or submitting a request does not constitute a confirmed order and does not create an obligation to pay for a service.
2 Calculating cancellation deadlines
All deadlines are determined by local time in Georgia (Asia/Tbilisi, UTC+4). Calendar dates apply, not an hour count from the 14:00 check-in.
Free cancellation is possible until 23:59 of the calendar day that falls 7 days before the arrival date, inclusive. A 30% charge applies from 00:00 of the day 6 days before arrival until 23:59 of the day 2 days before arrival, inclusive. Late cancellation begins at 00:00 of the day immediately preceding arrival.
For example, for arrival on 20 October: free cancellation until 13 October 23:59; a 30% charge from 14 October 00:00 to 18 October 23:59; late cancellation from 19 October 00:00. What matters is the time a clear written request is received through an official channel, not the time a staff member reads it. Non-working hours do not move the date of receipt to the next working day.
3 Cancellation of a standard booking
7 calendar days before the arrival date or earlier, 100% of the amount actually paid is refunded.
2–6 calendar days before the arrival date, the Company retains 30% of the full booking value. With a 30% prepayment, no refund is made; with 100% payment, 70% is refunded. No additional penalty is charged for the same cancellation.
Less than 2 calendar days before the arrival date, the amount actually paid is not refunded. With a 30% prepayment, the remaining unpaid 70% is not charged automatically merely because of cancellation or no-show.
The rules apply regardless of how many weeks or months in advance the booking was made. Mandatory consumer rights and the Company’s written exceptions are retained.
4 Breakfast and transfer
If breakfast and transfer are included in the rate without a separate price, they are part of that rate’s price. If they are added at the guest’s choice, the separate price and applicable conditions are disclosed before payment.
Separate cancellation conditions for the selected service apply only where clearly disclosed and accepted before the order and payment. If such conditions are not agreed, the selected services are part of the overall booking value and are subject to the cancellation rules of the relevant rate. A charge is not applied twice to the same amount.
Cancelling only breakfast or transfer does not cancel the accommodation automatically. Its possibility and financial consequences are agreed in writing, taking the accepted conditions into account. If the Company did not provide an agreed service, the rules on commercial cancellation at the guest’s initiative do not apply to such non-performance.
5 Last-minute booking
LAST MINUTE / NON-REFUNDABLE applies only to new bookings first made from 00:00 of the day before the arrival date or on the arrival day. Payment is 100%. In the event of cancellation, no-show or early departure at the guest’s initiative, the amount paid is not refunded, except for mandatory cases under the law or a written exception by the Company.
A previously confirmed standard booking does not move into this mode automatically.
6 Late arrival and no-show
Check-in is from 14:00 to 23:59 on the arrival date. Check-out is by 11:00 on the departure date. All accommodation dates and times are determined by local time in Georgia (Asia/Tbilisi, UTC+4). The Batumi office is open daily from 10:00 to 20:00.
For arrival after 20:00, the guest informs the Company of the expected time in advance and receives written confirmation by email or WhatsApp. A verbal arrangement by telephone is confirmed in writing. For arrival after 23:59, keeping the booking is possible on separately confirmed conditions.
At Orbi City in Batumi, for a pre-agreed late check-in, the key card is issued at the building’s main 24-hour reception according to the Company’s instructions, after payment and identification requirements are met. For Gudauri and other properties, reception hours and the key-collection procedure are stated in the voucher or in a separate written instruction.
At check-in the guest presents the original of a valid passport or ID. A biometric passport is not mandatory. A full copy of the document is not usually retained; exceptions are allowed only where there is a necessary and lawful basis.
Early check-in and late check-out are possible subject to availability and prior arrangement. Any surcharge is communicated before the guest’s consent is obtained.
A no-show means the guest has not arrived by 23:59 on the arrival date and, by that time, has no written confirmation from the Company of a later arrival. In the event of a no-show, the amount actually paid is not refunded, except for exceptions provided by law or agreed in writing. A message from the guest alone, without the Company’s confirmation, is not sufficient to keep the room for the next day.
7 Changing a booking and early departure
Changing the dates, apartment, number of guests and other material conditions depends on availability, the current price and the Company’s written confirmation. Financial consequences are communicated before the guest accepts the change.
From 00:00 of the day before arrival, a material change is handled as a cancellation of the current booking and the creation of a new one, unless the Company has agreed an exception in writing. Asking about the possibility of a change does not, in itself, cancel the booking; an explicit decision by the guest is required.
In the event of early departure at the guest’s initiative after check-in, the value of unused nights is not refunded, except for mandatory grounds under the law or a written exception by the Company.
8 How to submit a request
A cancellation or refund request is sent to reservations@luxuryaparthotel.ge or to the official WhatsApp +995 557 528 285. Provide the first and last name, booking number, stay dates, the payer’s contact details and state the requirement clearly. A reason is given if it is necessary for a special or lawful basis for a refund.
For a WhatsApp request, the recorded time the message is delivered to the official number is used; for email, the time the message is received. The Company confirms receipt of the request in writing. If no confirmation is received, it is recommended to resend the request by email, keeping the message and its delivery details. A staff member’s response time does not change the timeliness of a request already received.
A call to +995 555 907 333 is used for consultation; a verbal request is treated as a written request only after the Company records it in writing. The request itself does not create an unconditional right to a refund.
9 Refund method and timing
A refund of an online payment is usually initiated to the original payment method through the same payment infrastructure. Where the TBC / Flitt integration is active, its refund function is used. Another method is allowed where there is a lawful basis, the provider’s rules are observed and it is agreed with the original payer.
For a bank transfer, funds are returned to the original payer by an agreed lawful method. Any necessary identity or payment verification must be proportionate and must not create artificial obstacles.
The Company initiates the refund without undue delay once the right to a refund is established and the necessary data is received, observing mandatory statutory deadlines. Initiating the refund and the bank crediting the funds are different stages. The crediting time depends on the bank and method; the Company provides a provider-confirmed estimate and, on request, information about the initiation of the refund.
The Company does not charge its own fee for a refund. Any bank and conversion costs are determined by its rules and are not reimbursed by the Company, except in cases provided by law or agreement. The refund amount is calculated in GEL; the equivalent in a foreign account may differ due to the exchange rate and the bank’s rules.
10 Tours on request
Tours, excursions, international packages and other separately agreed services do not fall under the standard online accommodation payment. The 7/2-day accommodation cancellation rules do not extend to them automatically. Before the order, the provider, the contracting party, the Company’s role, the payee, the price, the currency, the cancellation deadline and non-refundable components are communicated. Partner conditions not disclosed in advance do not apply. Mandatory rules for combined travel services take priority where applicable.
11 Statutory consumer rights
The exception to the general right to withdraw from a distance contract within 14 days applies to short-term accommodation for purposes other than residence as a permanent home, and to related catering or leisure services, where the contract specifies a particular date or period of performance, in accordance with Article 14 of the Law of Georgia on Consumer Rights Protection. This exception does not remove rights in the event of non-provision or improper provision of a service, inaccurate information and other lawful grounds. For a separately ordered transfer, the applicability of specific rules is assessed by the nature of the service.
If the Company cancels a booking or cannot perform the contract, cancellation charges at the guest’s initiative do not apply. The Company refunds amounts for services not provided; other lawful consumer claims are retained.
The law of Georgia applies. These terms do not limit mandatory consumer rights, the right to personal-data protection or the remedies provided by law. Claims may be sent to the Company via the official contacts. If a matter is not resolved by agreement, the dispute is considered by the competent authority or court in the manner established by law.
12 Contacts and effect of the edition
General and legal matters and personal data: info@luxuryaparthotel.ge.
Booking, guest service, cancellation and refund: reservations@luxuryaparthotel.ge.
Owners and property management: ownerrelations@luxuryaparthotel.ge.
Tours and concierge services on request: concierge@luxuryaparthotel.ge.
Purchase, sale and investment enquiries: sales@luxuryaparthotel.ge.
WhatsApp: +995 557 528 285. Telephone for calls: +995 555 907 333.
Actual office and correspondence address: Georgia, Batumi, 7d Sherif Khimshiashvili St., Orbi City, Block C, 13th floor, office No. 1333.
A new edition applies to contracts concluded after its publication on the website. Previously confirmed bookings are governed by the terms accepted at the time they were made, except for mandatory requirements of law or lawfully agreed changes. Publication of a new edition does not, in itself, change the party to a previously concluded contract.
