Welcome to the website of Imperial Hotel Management Services Pvt. Ltd. These Terms and Conditions govern your use of our website, online booking system, and the hospitality services provided at our physical premises located in Pakistan.
By accessing this website or making a reservation, you enter into a legally binding contract with Faletti’s Hotel, Faletti’s Boutique, Faletti’s Grand, Faletti’s Express, Faletti’s Residences by Imperial Hotel Management Services Pvt. Ltd. under The Contract Act, 1872 of Pakistan. If you do not agree to these terms, please discontinue using our website and online services.
1. Eligibility and Guest Registration
Minimum Age: To make an online reservation, you must be at least 18 years of age and possess the legal capacity to enter into a contract under Pakistani law.
Mandatory Identification: In compliance with The Pakistan Hotels and Restaurants Act, 1976 and state security regulations, all guests must present valid identification upon check-in:
Pakistani Citizens: A valid, original Computerized National Identity Card (CNIC) or Smart Card.
Foreign Nationals: A valid original Passport containing a valid visa for Pakistan and entry stamps.
Refusal of Service: The hotel reserves the right to refuse check-in if valid government-issued identification is not provided, or if the booking violates local regulatory frameworks.
2. Booking, Pricing, and Taxes
Tariff Display: All room tariffs, packages, and service prices displayed on our website are subject to availability and can change without prior notice.
Taxes: Unless explicitly stated otherwise, room rates are subject to applicable federal and provincial taxes, including but not limited to Provincial Sales Tax (PST) on services (e.g., PRA, SRB, BRA, KPRA) and federal levies where applicable. Taxes will be calculated and itemized at the time of checkout.
Errors: In the event of a typographical error or technical glitch showing an incorrect room rate, the hotel reserves the right to cancel or amend the booking after notifying you.
3. Payment Methods and Electronic Transactions
In accordance with the Electronic Transactions Ordinance (ETO), 2002:
Online Payments: We accept valid credit cards, debit cards, and authorized digital payment gateways (e.g., Online Payment Gateway, EasyPaisa, JazzCash, or direct bank transfers) as specified during the checkout process.
Card Verification: The credit/debit card used for an online booking must be presented by the cardholder at check-in along with matching identification.
Currency: All transactions on this website are processed in Pakistani Rupees (PKR) unless specified otherwise for international credit cards.
4. Cancellation, No-Show, and Refund Policy
Our cancellation policy varies depending on the type of rate selected during your reservation. The standard timeline model applies as follows:
| Cancellation Timing | Refund Eligibility | Penalty Fee |
|---|---|---|
| More than 48 hours prior to check-in | Full Refund | None (or minor bank processing fee) |
| 24 to 48 hours prior to check-in | Partial Refund | Cost of 1st night's stay + applicable taxes |
| Less than 24 hours or No-Show | No Refund | 100% of the total booking cost |
Refund Processing: Approved refunds for online payments will be credited back to the original payment method. Due to local banking clearings, refunds may take between 7 to 14 working days to reflect in your account.
Force Majeure: The hotel is not liable for failures to perform due to acts of God, civil unrest, government travel restrictions, or natural disasters.
5. Hotel Rules and Guest Conduct
Check-In/Check-Out Hours: Our standard Check-In time is [e.g., 2:00 PM] and Check-Out time is [e.g., 12:00 PM]. Late check-outs are subject to room availability and may incur additional charges.
Prohibited Activities: Guests must strictly respect local cultural norms and statutory laws of the Islamic Republic of Pakistan. The possession of illegal substances, unlicensed weapons, or engaging in disorderly conduct on hotel premises is strictly prohibited and will result in immediate eviction and referral to law enforcement.
Damage to Property: You are liable for any physical damage caused to the hotel room, fixtures, or common property by your deliberate actions or negligence. The hotel reserves the right to charge your credit card or bill you directly for recovery costs.
6. Limitation of Liability
While we strive to provide accurate information on this website and a safe environment at our property:
Imperial Hotel Management Services Pvt. Ltd. is not responsible for any indirect, incidental, or consequential damage resulting from your use of this website.
The hotel provides digital safe-deposit lockers in guest rooms. In accordance with local innkeeper laws, the hotel's liability for loss or damage to guest valuables not explicitly handed over to the front desk management for safekeeping is limited to the maximum extent permitted under The Pakistan Hotels and Restaurants Act, 1976.
7. Governing Law and Dispute Resolution
These Terms and Conditions are governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.
Any dispute, controversy, or claim arising out of your website usage or hotel stay shall first be attempted to be resolved amicably through mutual mediation.
If mediation fails, the matter shall be subject to the exclusive jurisdiction of the competent courts located in Your City, e.g., Lahore/Karachi/Islamabad, Pakistan.
8. Contact Information
For clarifications regarding reservations, cancellations, or these terms, please contact our administrative desk:
Legal Entity Name: General Manager
Postal Address: 24 – Egerton Road, Lahore, Pakistan
Email Support: [email protected]
Phone Helpline: +9242 111 444 333