Our reservation terms are written to be clear. No hidden conditions, no surprises at checkout.
A reservation is only confirmed once you have received a written booking confirmation from our reservations team. Until that point, availability cannot be guaranteed.
Reservations may be made via our website booking form, by telephone, or by email. All confirmed bookings receive a reference number which should be kept for the duration of your stay.
We reserve the right to decline any reservation request at our discretion.
A deposit equivalent to the first night's accommodation rate is required to confirm a standard reservation. The remaining balance is collected at check-out via your preferred payment method.
Certain promotional rates (including Early Bird and selected package rates) require full payment at the time of booking. These are clearly identified in the rate description before you confirm.
A valid credit or debit card is required at check-in for a pre-authorisation to cover incidental charges. This hold will be released within 3–5 business days of checkout if no charges are applied.
Our standard cancellation window is 48 hours prior to arrival. Cancellations made outside this window receive a full refund of any deposit paid.
Bookings made under prepaid or non-refundable promotional rates cannot be refunded under any circumstances. We strongly recommend travel insurance if your plans may change.
For bookings of seven consecutive nights or more, a cancellation window of 7 days prior to arrival applies. Cancellations within 7 days will forfeit a charge equivalent to three nights' accommodation.
We understand that plans change. Requests to modify dates, room type, or guest numbers are handled on a case-by-case basis and are always subject to availability.
All amendments must be confirmed in writing by our reservations team to be considered binding.
If you wish to check out before your confirmed departure date, please inform the front desk at least 24 hours in advance. An early departure fee of one night's accommodation applies to all early checkouts.
In the case of medical emergency or extenuating circumstances, this fee may be waived at the sole discretion of hotel management.
Reservations of five or more rooms are considered group bookings and are subject to separate terms negotiated directly with our group reservations team. Standard cancellation policies do not apply to group bookings.
Please contact us at reservations@emeraldhotel.pg to request a group rate and a copy of our group booking terms.
All rates quoted are per room, per night, and are inclusive of applicable government taxes unless otherwise stated. Rates do not include meals, spa services, minibar, or other incidentals unless specified in a package.
The hotel reserves the right to adjust published rates without prior notice. The rate confirmed at the time of booking is honoured for that booking regardless of subsequent changes.
The hotel reserves the right to refuse accommodation or to request a guest vacate the premises in cases of disruptive behaviour, violation of our house rules, or failure to pay applicable charges. In such cases, no refund of amounts paid will be issued.
In the event that a confirmed booking cannot be honoured due to circumstances beyond our reasonable control — including but not limited to natural disasters, civil unrest, government travel restrictions, or public health emergencies — the hotel will offer either a full refund or a date change at no charge. We have no further liability beyond this.
Our reservations team is available daily from 8:00 AM to 8:00 PM. Call us at +675 320 1200 or email reservations@emeraldhotel.pg and we will respond within two hours. For urgent matters outside these hours, our front desk is available 24 hours.