RESERVATIONS POLICY

Check-in and Check-out Times
We endeavour to have your Check-in time and Check-out time as close to your arrival/departure times. If you arrive early, or need to depart late, we will gladly store your luggage. We will also try to facilitate early-arrivals and late-departures on your request but hope you understand that there may be times we cannot guarantee this service. We will never charge for such service.

Maximum Occupancy of Rooms, Rollaways, Additional Guests and their Registration

Room rates are based on single or double occupancy with an extra 5,000vt per night for each additional person thereafter. Maximum occupancy for rooms with one King and fixed single beds.
Please be aware that no additional beds may be added to any of our rooms.
All guests must be registered with the front desk at the time of arrival.

PAYMENT POLICY

A valid credit card is required at the time of booking and will be authorized upon check-in for the full amount of the stay including all taxes and levies.

We accept the following methods of payment: Visa, MasterCard, Cash may be used to settle the account upon departure.

HOTEL POLICIES

Illicit Activity
If necessary we will report suspected illegal activity to the appropriate authorities and reserve the right to refuse service to anyone suspected of involvement in such activity. The resort reserves the right to enter any area of the resort including guestrooms, should there be a reason for suspicion of illegal activity or if we suspect other guests; our staff; or property, are at risk.

Conduct
All guests are expected to exhibit appropriate civil conduct while in Rockwater grounds and their rooms. Disrupting the guests’ experience with inappropriate behaviour including harassment, offensive or insulting language, public intoxication, or any other means deemed inappropriate by management will result in dismissal from the property in addition to paying for any charges the hotel incurs as a result of the disruption.

Minimum Age Requirements
In order to reserve a room and check in to our property you must be at least 18 years of age and provide valid identification.

Damage to the Room and Public Spaces
Any type of loss or damage to items in the room or any public space will result in a charge that will be at the discretion of management.

Non-Smoking Policy
Rockwater resort has a non-smoking policy in rooms, restaurant and bar.

Bag Storage
The resort has a luggage storage room. Should guests need to leave their baggage on our property before checking in or after checking out; see the front desk.

Safes/Lost and Found/Personal Property
Please feel free to utilize the resort safe to store any items of value. However, the resort is not liable for the theft, loss, damage or destruction of the property except for gross negligence on the part of the Resort or its employees.

The Resort will make every effort to retrieve and hold any items accidentally left behind for up to 30 days. After that period has passed, and the item remains unclaimed are disposed of. The guest is responsible for the shipping cost and custom fees (where applicable) for the return of lost & found items. Any items left in or next to the garbage bins are considered refuse and will be discarded. The Resort is not responsible for items that appear to be for disposal.

Housekeeping

For the safety of our staff and guests, no occupied rooms will be serviced while guests are present. We provide housekeeping services at any time that is convenient up to 2pm. Please alert the front desk, or our Housekeeping Supervisor, if you would like to schedule service at a particular time.

Guests that return after 2pm to find that they left the DND on the door will not be able to have full service of the room that day as staffs has gone home, but an attendant will empty garbage and provide new towels and amenities. Should you need further assistance please contact the front desk.

Guest Laundry Service
The hotel provides a laundry service. We request that clothing be handed to the front desk no later than 09:00am. Same-day service may not be available always as clothing is air dried.
Please contact the front desk for details and rates.

PRIVACY POLICY

We are very much aware of your concerns about the privacy of your information. We have no desire or intent to infringe on your privacy and we will not provide your personal information to anyone else.

When you provide your personal information such as name, address, email address and telephone number, we will not give or sell this information to any outside company for any use. The information you provide will be kept confidential and will be used only to support your customer relationship with us. We have appropriate security measures in place to protect against the loss, misuse or alteration of information we have collected from you at our site.

All of the information contained in this website, including the site design, graphics, images and text are unless stated otherwise, the copyrighted property of Rockwater Resort. Any other trademarks, company names, product names and/or logos set forth in this website are the property of Rockwater Resort. We appreciate your confidence in us and promise that we take your privacy seriously.

FOOD AND BEVERAGE POLICY

Drinking age/Intoxication/Conduct
The drinking age in Vanuatu is 18 years old. Valid proof of age may be required for guests close to this age when consuming alcohol at Rockwater.

Public intoxication will not be tolerated on our property. Disrupting other guests’ experience with inappropriate behaviour including harassment, offensive or insulting language or any other means deemed inappropriate by management will result in dismissal from the property.

Gratuities
NO gratuity is required in any part of Rockwater Resort. Should you wish to give a gratuity then please do or the front desk will accept it and place towards the staff Christmas party.

Room Service
Room Service is provided by our kitchen; please refer to our in-room dining menu. Service is provided from 7am to 8pm daily.

 

Hope to see you again on Tanna, our island home.

John and Silvana Nicholls