This Service Operation Policy (the "Policy") is provided by Handys Co., Ltd. (the "Company") to inform users of important guidelines and the Company's operating standards for its hotel services.
1. Definitions
The following terms are used throughout this Policy:
- Service: The full scope of reservation and hotel services operated under the Company's lodging brands.
- User: Any customer using the Service, including non-members.
- Booker: A user who has completed an hotel reservation.
- Guest: A user who physically stays in a room.
- Room: The hotel space where a guest stays.
- Booking Channel: The website or app through which the reservation was made.
2. Cancellation & Refund Policy
1) Where do I cancel my booking?
Cancellations must be processed directly through the website or app where the reservation was made.
The Company's customer support team is unable to process cancellations on your behalf.
2) What are the cancellation and refund terms?
Cancellation and refund conditions may vary depending on the booking channel. Always review the cancellation policy provided at the time of booking. For reservations made through the Company's official website or app, the following terms apply:
| Period | Cancellation Fee |
|---|
| Until 23:59, 2 days before check-in | Free cancellation — full refund |
| After the free cancellation deadline | 100% of the hotel fee |
3. Safety & Compliance Guidelines
1) Restrictions on Minor Guests
- Minors may not stay unaccompanied by a legal guardian.
- The Company verifies guest identity and age during the check-in process. Stays may be denied if a guest is found to be a minor or if there is reason to believe applicable laws may be violated.
- If a booker or guest provides false information or violates applicable laws, causing the Company to incur fines, business restrictions, or other damages, the Company reserves the right to claim compensation.
2) Identity Verification & Room Information
- The Company may request identity verification from bookers or guests to ensure safe service delivery, legal compliance, and smooth operations.
- Room access information will only be provided after identity verification is complete.
- If a booker or guest refuses to cooperate with the verification process without valid reason, or if the process cannot be completed, the Company may withhold room access information or deny the stay. In such cases, cancellations and refunds will not be available.
3) Facility Safety & Security
- CCTV may be installed and operated in common areas of some locations (entrances, elevators, parking lots, luggage storage areas, etc.) for safety and security purposes.
- Recorded footage is managed in accordance with the Privacy Policy and is irreversibly destroyed after the retention period expires.
4) Lost & Found
- Storage: Items found after check-out will be kept for up to 7 days before disposal.
- Retrieval: Items can be collected in person after identity verification, or shipped via courier at the recipient's expense.
- Refrigerator items: All items left in the in-room refrigerator (food, beverages, etc.) will be discarded immediately upon check-out, regardless of whether they have been opened.
4. In-Stay Services
- Basic amenities such as towels, bottled water, and coffee capsules are provided once per stay per guest. Upon request, up to 3 nights' worth of supplies may be provided within the stay period.
- For stays exceeding 3 nights, additional supplies beyond this limit are available as a paid service.
- Additional room cleaning after check-in is available as a paid service.
- Paid services can be requested through the Company's official app or mobile front desk.
- Infants aged 36 months or under are not counted toward the guest occupancy limit.
5. Service Restrictions & Forced Check-Out
1) The Company may request immediate check-out without prior notice in the following cases:
- Actions that harm or threaten other guests.
- Damage to property or unauthorized removal of in-room fixtures or equipment.
- Excessive mess or waste rendering the room unusable.
- Bringing pets into non-pet-friendly rooms.
- Smoking inside the room or building.
- Verbal abuse or physical assault toward staff (on-site staff, customer support, etc.).
- Unaccompanied minors, or minors sharing a room with someone of the opposite sex.
- Exceeding the maximum occupancy for the room type.
- Any other violation of Company policy or hotel rules without valid justification.
※ In the event of a forced check-out, no refund will be issued for any remaining nights.
2) Service Ban
Repeated violations of this Policy may result in a permanent ban from all Company locations.
6. Penalty Fees
The following penalty fees may be charged for violations of this Policy:
| Violation | Penalty |
|---|
| Smoking in the room | ₩150,000 |
| Unauthorized early check-in | ₩30,000 |
| Damage to or loss of fixtures/equipment | Replacement cost at official retail price |
| Cancellation after the free cancellation deadline | Per the cancellation policy stated at booking |
| Commercial resale of booking | 10× the amount paid |
| Other violations | To be determined on a case-by-case basis |
7. Policy Updates
The Company may update this Policy at any time as necessary for operational purposes.
© 2026 Handys Co., Ltd. All rights reserved.