Terms and conditions - THE POOL VILLA

Terms of Services

Term & Conditions

This Terms & Conditions was last updated on 10th April, 2023.

1. Making a booking and identification required on arrival at the hotel:

1.1 Please follow the directions on the website, mobile site or as advised to you to make a booking.

1.2 If you book four or more villas for the same night we will treat this as a “Group Booking”. For Group Bookings you should contact us as per below.

1.3 We will issue you with a confirmation number when a booking has been made. The confirmation number is proof that we have accepted your booking.

1.4 Your booking is not transferrable. You cannot transfer or resell your booking.

1.5 You must ensure that the name on a booking is correct at the time of booking as we will not change the name on the booking afterwards unless the change relates to a correction (as opposed to a change of an entire name) so as to comply with data protection law.

1.6 You are responsible for ensuring that each person who stays at the hotel has their name included in your booking.

1.7 Even if you make a booking for someone else's benefit and don’t stay yourself, you must comply with these terms.

1.8 You must be aged 18 years or over to make a booking with us and you must be aged 18 years or over to stay alone. If a customer arrives at the hotel and is under 18 years of age the customer will not be permitted to stay alone. We will require photo identification (a driver’s licence or passport) as proof of age and if the customer is unable to present this to the satisfaction of the hotel we may terminate your booking without refund.

2. Payment


Villa Rates

2.1 The rate for each villa is as published on our website, at the time of your booking on that channel or in the case of a telephone booking as advised to you at the time of booking.

2.2 Villa rates are per villa per night and are inclusive of VAT and exclusive of meals and other Extras. You may be able to add meals or Extras to your booking during the booking process or during your stay. For further details on Extras please see section 6.

2.3 Any promotional rates or benefits available THE POOL VILLA employees can only be used in accordance with the terms of such promotional rates or benefits.

2.4 We reserve the right to terminate any booking made using a promotional rate or benefit not in accordance with these terms.

2.5 All payments are due in full at the time of booking unless you are otherwise advised by us.

2.6 We reserve the right to terminate any booking made where we have been unable to successfully receive payment from the customer on the date of payment being due.


3. Cancellations, amendments, refunds and no shows



3.1 Once you have checked-in you cannot amend or cancel the related booking.

Flexible rate bookings:

3.1.1 For flexible rate bookings, cancellation must be received and acknowledged by the hotel before 72 hour of the 3 afternoon on the day of arrival or full payment will be taken. Provided that we hear from you before 3 afternoon on the day of arrival, we will refund you 100% of the money you have paid for any nights cancelled, excluding any booking fees and administration charges.

Non-flexible rate bookings:

3.1.3 As Non-Flexible Rate bookings are at discounted rates these bookings are not refundable.

3.2 Group bookings

For cancellations, amendments, refunds and no shows in connection with group bookings, please contact the group bookings desk at reservation@thepoolvilla.om , where you will be put in contact with us, and provided with the relevant group terms and conditions.

3.3 No shows

If you do not arrive at the hotel on the scheduled date of arrival, you will be deemed to be a ‘no show’ and your booking will be cancelled and in accordance with our cancellation policy no refunds will be made to the customer and all the payment will be charged.

3.4 Amendments

3.4.1 All amendments are subject to a 10 OMR amendment fee, save in respect of flexible rate bookings. Please note that this is subject to availability and room price differences may apply.


3.4.3 Non flexible booking amendments:

As Non-Flexible Rate bookings are at discounted rates these bookings are not amendable.

3.4.4 Group booking amendments:

You may make certain amendments to your Group Booking prior to 45 days before the scheduled date of arrival. You can also add additional nights to your Group Booking, subject to availability. Please contact the groups desk for more details: reservation@thepoolvilla.om .

3.5 Refund process

Where a refund is payable in accordance with our terms and conditions, we will only make refunds to the payment card that you used to make the booking. If you cancel you’re booking before you check in, in accordance with these terms we will normally credit refunds within 10 days of cancellation. If you shorten your booking during your stay in accordance with these terms we will normally credit refunds within 10 days of the last day of the original booking.


4. Arrival, departure and relocation


4.1 You can check in after 3:00pm on the scheduled date of arrival unless you purchase an early check- in Extra with your booking or directly at the hotel, subject always to availability.

4.2 You must check-out before the indicated time on your confirmation email on the scheduled date of departure unless you purchase a late check-out Extra with your booking or directly at the hotel, subject always to availability. If you do not check out by 12:00pm then we shall charge you the Late Check Out fee of 10 OMR till 14:00pm and after that the flexible rate at that time for one night’s stay for the applicable room(s).


5. Your stay – requirements of you and the other members of your booking


Booking Accessibility

5.1 We provide wheelchair accessible and limited mobility rooms subject to availability. Please specify this requirement at the time of booking.

5.2 You must not exceed the maximum specified occupancy for the room type which you have booked. The maximum occupancies are set out below. You will need to speak directly to the hotel to confirm availability of cots and room size.



Standard Pool Villa

The maximum number of occupants is 4 (including babies & children) in the following combinations:

2 adult, 2 children (under 12); or

1 adults, 3 child (under 12); or

4 adults


Superior Pool Villa

 2 adults, 4 children (under 12); or

4 adult and 2 children (under 12); or

Any combinations of a maximum 6 occupants.


Deluxe Pool Villa

4 adults, 4 children (under 12); or

2 adult and 6 children (under 12); or

Any combinations of a maximum 8 occupants.


5.3 We will try to assist with any special requests but all villa bookings are subject to availability.

5.4 We will require you to move rooms if you make a booking to stay at a hotel for 10 or more days concurrently. If you refuse to do so we may terminate your booking.

5.5 You must not bring any potentially hazardous or otherwise dangerous items on to our premises.

5.6 You must not damage or interfere with any items belonging to us. If you do so we may terminate your booking. You must bring any damage to our hotel or property to the immediate attention of the relevant hotel manager.

5.7 Cooking equipment including on each villa as fridges, deep fat fryers and toasters. Microwave ovens subject to availability

5.8 You must not cause any disturbance to any other customers or our staff including but not limited to noise disturbance.

5.9 All room keys must be returned to us on check-out. If you do not do this we may charge you for a replacement key or lock as required. In the event that a key is not returned after check-out we request you to contact the hotel to make arrangement for keys to be returned.

5.10 If you do not comply with the rules stated above, when staying at our hotel we may terminate you’re booking and require you to leave the hotel immediately and may retain any money paid to us for such booking. If we consider your non-compliance to be sufficiently serious we may not accept any future reservations from you and/or not allow you entry to or accommodation at any of our hotels.

5.10Your responsibility: If you or any member of your booking causes damage or loss of any kind to us or any other customers, including but not limited to as described in paragraph 5.6 and 5.7 , you will be responsible for that damage or loss and you as the person who made the booking will be required to pay the costs, including but not limited to those described in this section 5.


6. Extras

6.1 We offer certain Extras when you make a booking; for more details on Extras click, see the check- out when making a booking.

6.2 The room rate excludes any Extras unless we expressly agree with you otherwise as part of your booking.

6.3 Extras may be purchased after you have made a booking subject to a booking fee. If you purchase Extras directly at the hotel during your stay this will not incur a booking fee.

6.4 Extras are always subject to availability.

6.5 If you have ordered any food & beverage Extras with your booking and these are unavailable upon arrival at the hotel we will refund you the price paid by you for those Extras.

6.6 Food & beverage Extras are refundable in accordance with these terms only. All other Extras, are non-refundable at any time.

6.7 We will not transfer Extras to another booking and Extras, cannot be cancelled unless the related booking is cancelled and refunded. Please refer to section 3 above for more detail on cancellation and when Extras may be refunded.

7. Pets

7.1 Pets Not allowed at all in our hotel, extra fees may be applied for any excesses.

8. General

8.1 We process your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy as it includes important terms which apply to you. By providing personal information in connection with a booking you consent to such processing on behalf of you and each customer staying with us under such booking.

8.2 Additional terms may apply to your use of our digital channels whether you make a reservation through them. These are published on the relevant digital channel. Please take the time to read these as they include important terms which apply to you.

8.3 Amendments to these terms: We reserve the right to change these terms from time to time and the terms applicable to your booking are those in force on the date of booking.

8.4 Statutory Rights: If you are an individual consumer you have certain legal statutory rights. If any of these terms conflict with a statutory right or the law changes and your statutory rights change, then the statutory rights will prevail over these terms. 

8.5 Events Beyond our Reasonable Control: We shall not be in breach of these terms or liable for any failure to perform any of our obligations in relation to your booking (such as the provision of room(s) and/or other products and/or services and/or Extras) due to any adverse event, act, omission or accident which happens which is beyond our reasonable control including but not limited to flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, partial or full cancellation or delay of major public event, interruption or fire (except by way of our default) or failure of (except by way of our default) electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures. If an event outside our reasonable control is reasonably likely to prevent us from performing your booking we may cancel your booking on notice to you (by email) and will refund in full any payment made by you in respect of such booking to the payment card that you used to make the booking, including any Extras and booking fees.

8.5 Complaints, Questions and Disputes: If you wish to make a complaint or have a question regarding your booking please click https://thepoolvilla.om/en/Contact

Our Liability

8.6 We will not be liable for any losses which are not caused by either a breach of these terms by us, our non-compliance with our duties under applicable legislation or our negligence. We will also not be liable for any losses which were not foreseeable to both parties when the contract was formed. Loss is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen for example if you discussed it with us during the booking process.

8.7 We want to provide a safe and secure environment for your stay and where necessary we will take appropriate security measures.

8.8 In respect of all losses which are not subject to a maximum liability under the clause 8.8 or are not covered by the relevant legislation, our total liability to you for any and all losses shall not exceed twice the total daily rate we charge you for your booking. If your booking includes a number of different daily rates, the average rate will be used.

8.9 We will not be liable in any circumstances for any loss or damage to vehicles you bring to the hotel or any property left in them regardless of whether they are parked in a car park connected to the hotel or not.

8.10 Nothing in these terms will exclude or limit our liability for fraud or death or personal injury caused by our negligence or any other matter which it would be illegal for us to (or to attempt to) exclude or limit.

8.11 Severability: If any provision in these terms is found to be illegal, invalid or unenforceable in whole or in part then the provision will apply with whatever deletion or modification is necessary so that the provision is legal, valid and enforceable. The legality, validity and enforceability of the remainder of these terms shall not be affected.

8.12 Waiver: Any failure by us to enforce our rights or remedies under these terms or otherwise or any delay in enforcing such rights or remedies shall not be construed as a waiver by us of those or any other rights or remedies.

8.13 Third Party Rights: This contract is between you and us. No other person shall have any rights to enforce any of its terms.

8.14 Law: These terms and any non-contractual obligations arising out of or in relation to these terms shall be governed by and will be interpreted in accordance with Oman law. All disputes arising out of or relating to these terms or any non-contractual obligations arising out of or relating to these terms shall be submitted to the non-exclusive jurisdiction of the Oman courts.



9. Conflict between English text and another language Text

9. If there is any conflict or discrepancy between the English text of these Terms and Conditions and any translation thereof into any other language, the English text shall prevail.