Terms and Conditions

The Serendipity Leisure website is owned and operated by Serendipity Leisure (Pvt) Ltd, with offices located at 14/60, 10th Lane, Wickramasinghepura, Batharamulla, Sri Lanka.

Customers are responsible for reading the terms and conditions including booking conditions which are available at www.serendipitylake.com/terms-and-conditions. You agree to abide by the terms or conditions of purchase imposed by Serendipity Leisure (Pvt) Ltd with whom you elect to deal. You understand that any violation of any such conditions of purchase may result in cancellation of your reservations or purchases, in your being denied access to any properties, in your forfeiting any monies paid for such reservations or purchases, and Serendipity Leisure debiting your account for any costs we incur as a result of such violation. You will be completely responsible for all charges, fees, duties, taxes, and assessments arising out of your use of this website, and, without limitation, you will be responsible for all charges, fees, duties, taxes, and assessments arising out of transactions performed by others on your behalf, whether or not such uses were performed with your consent.

With respect to hotel reservations and ground arrangements made directly through this website, your reservation will become confirmed once you have sent an on-line confirmation and provided your credit card details, and paid the total amount due in full or any required deposits and when we acknowledge receipt of your full payment OR deposit. In some cases an initial non-refundable deposit may be charged.

A booking is accepted only after we receive written confirmation from you along with full payment or a non-refundable deposit of 50% of the value of the Travel Arrangements. (This may be waived solely at the discretion of Serendipity Leisure (Pvt) Ltd.)

For booking made via our Internet Booking Engine the full payment or for email inquiries, the full payment or payment of a deposit or your written confirmation will indicate an acceptance of these terms and conditions by you.

If the balance of payment is due for your travel arrangements, the balance payment must be paid by you before leaving the hotel.

Payments for full or part payment for the travel arrangements may be made either by 1) bank transfer or 2) credit card (Visa, Mastercard, AMEX and China Union Pay). If paid via bank transfer, all additional charges and fees related to the transfer will be borne by you.

If paying by credit card you can pay through the secure internet payment gateway facility available on our website www.serendipitylake.com/ with the booking reference provided by our reservations associate.

Your payments are processed entirely on the Secure Payment Sites operated by The Hatton National Bank PLC for Mastercard, Visa and AMEX card payments. Your card details are not received or stored by Serendipity Leisure (Pvt) Ltd. in any form, and when you place an order as part of the checkout process you are automatically taken to the HNB

SSL, security internet protocol known as Secure Socket Layer, uses connection-oriented end-to-end encryption to provide data confidentiality service and data integrity service for application layer traffic between your web browser and the secured HNB payment gateway servers. It provides data encryption, server and client authentication and message integrity between the client and the web server.

The price of Your Travel Arrangements is subject to the possibility of changes and surcharges beyond the control of us and may occur because of governmental action, currency exchange rate fluctuation and increases in suppliers’ prices as an example. If the price of Your Travel Arrangements is increased by any matters outside our control then you must either pay the additional price to us when we request it or cancel Your Travel Arrangements in accordance with these Booking Conditions.

If booking is made through the internet payment gateway

Please do not reply to your auto generated booking confirmation email. Should you like to contact us regarding your reservation please email us on hello@serendipitylake.com and mention your booking reference number, including name, dates and the property. You can also call +94710121212 (Monday to Saturday between 9.00am to 6.00pm and on Sundays from 9.00am to 2.00pm Sri Lanka Time, excluding Sri Lankan holidays)

The rates listed on the online booking engine may vary depending on whether the guest is a Sri Lankan, Sri Lankan resident visa holder or a foreign national. These rates may/will vary depending on the nationality of the guest who is attempting to make a reservation through the online booking engine. Each section may have different rate structures depending on the offers available and the guest will be able to make a reservation depending on whether all the criteria of the booking conditions are met. If all the requested criteria are not met, Serendipity Leisure Pvt Ltd. has the liberty to request the guest to amend the reservation or cancel the reservation (See disputes section for more information).

Sri Lankans and Sri Lankan resident visa holders are eligible to book the Sri Lankan rate made available through the online booking engine.

The guest making the reservation should enter the requested information which will be used to verify authenticity. Verification (Sri Lankan National ID or the Sri Lankan Resident Visa) will also be requested during check-in to avoid any confusion.

If a guest books the Sri Lankan rate and a foreign national(s) is a part of the group, the standard foreign rate will be charged from that guest(s) at the hotel during check in.

If a foreign national does book the Sri Lankan rate, then the difference between the Sri Lankan rate and the standard foreign rate will have to be paid at the hotel during check in.

Different rate categories are listed on the online booking engine, regardless of the currency it is listed under or/and the offer(s) available is subject to change at the discretion of Serendipity Leisure Pvt Ltd.

Since the rates are changed/amended frequently there might be more than one rate for a given date. Once the confirmation voucher is generated through the booking engine and provided that the booking is within the ‘no refund’ period of the cancelation policy (please see below for more information about amendments and cancellations) it is not possible to change/amend the original rate the reservation was confirmed under.

While we will use our best endeavors to provide all travel arrangements as confirmed, reasonable changes in the travel arrangements may be made after notifying You.

Cancellations received with 8 days’ or more notice will be refunded in full less any bank charges. (If any)

Cancellations received with less than 7 days’ notice is subject to a 100% cancellation fee.

Failure to arrive at the hotel is subject to a 100% cancellation fee.

Any cancellation made on bookings of Early Bird offer, are non-refundable.

All bookings received within the “super peak” period (23rd December to 10th January) at all hotels and villas will be non-refundable.

The cancellation policy will be applicable to the original date of arrival and not to the extended date of arrival. If the date of arrival is brought forward, the cancellation policy will be applicable to the amended date of arrival.

The cancellation policy for special offers [including the Early Bird Offer stated above] will be clearly depicted on the more information section on the IBE, under the terms and conditions section on the IBE and website.

Children below 5 years – Free of charge on existing bedding

Children between 6-11 years (up to maximum 02 children) sharing parents’ room – 50% on meal rates only on existing bedding

Child meal rates are collected directly at the property

Date Changes

If you wish to change the date of reservation, it can be done so by sending a mail to reservations@serendipitylake.com

If the online rate for the alternate reservation date(s) is less than the original rate, the excess money can be utilized against extra expenditure at the hotel during your stay.

If the online rate for the alternate reservation date(s) is higher than the original rate, the balance must be paid by you on arrival at the property.

Date changes will be done subject to availability.

Airport Transfers

Airport Transfers can be arranged at favorable rates. We would require your confirmed flight details to arrange and confirm airport transfers and rates for the same. Please send the details to reservations@serendipitylake.com.

Best rate guarantee

Serendipity Leisure guarantees to provide the lowest room rates available on the internet through https://www.serendipitylake.com for properties owned and managed by Serendipity Leisure Pvt Ltd.

The guest must have a confirmed reservation made through https://www.serendipitylake.com. The confirmation mail sent after making the online reservation will be considered as proof of reservation.

The claim must be made within 24 hours of making the reservation via https://www.serendipitylake.com

The competing rate must be an exact match to the original booking made through https://www.serendipitylake.com. i.e. same Serendipity Leisure property, same number of guests, same meal plan, same room type and same date of arrival and departure.

This guarantee does not apply to:

Auction sites where the hotel name or the brand is not specified/mentioned until the booking process is finalized.

Websites that sell Serendipity Lake by Serendipity Leisure as travel packages i.e. multiple night stays, hotel stay and car rentals, hotel stay and airfare etc.

Qualified discount rates including, but not limited to Travel Industry discounts, Government discounts, Senior Citizens discounts, Long stay discounts, Club discounts etc

Unpublished or negotiated rates given to corporate entities, travel agents, tour operators or other discounted rates given for specific groups of people.

This best rate guarantee cannot be combined with any other offer.

Serendipity Leisure (Pvt) Ltd. has the sole right and discretion to determine the validity of any claim. Serendipity Leisure (Pvt) Ltd. will genuinely evaluate any claim sent and will evaluate all the terms and conditions are met. In any case of dispute, Serendipity Leisure (Pvt) Ltd decision is final.

If a dispute arises with regard to a reservation made with any Serendipity Leisure Properties or a property managed by Serendipity Leisure, then Serendipity Leisure (Pvt) Ltd. has the sole authority to cancel the reservation by informing the guest via email. The reservation amount will be refunded in full minus any bank charges to the credit card of the guest.

It is your responsibility to ensure that you and other members of your party obtain the right inoculations and medical advice before you travel. Similarly, it is your responsibility to ensure that you and other members of your party have correct and valid passports, visas and have conformed to all other requirements pertaining to your travel arrangements before the holiday commences.

Should you require assistance on this matter we will be pleased to make recommendations. We will not be held responsible for you traveling without the correct travel documents.

Reconfirmation of flight bookings is your responsibility. As Travel Arrangements may be booked to connect with international and domestic air flights it is Your or the travelers responsibility to keep us updated as to flight times and numbers.

You are strongly recommended to take out personal travel insurance, at the time of booking, for all members of your party. It is your responsibility to ensure that the insurance you purchase is adequate. Booking acceptance shall be deemed to include your confirmation that you have taken out such insurance.

We will only accept liability for incidents that arise as a direct result of our proven negligence, or that of our suppliers, in respect of arrangements forming part of your holiday itinerary, in cases where all your holiday accommodation and transfers are arranged by us for the entire extent of your stay. This applies to illness, injury and/or death.

Serendipity Leisure (Pvt) Ltd. cannot be held responsible for the failure of any component of the holiday for which We do not have direct responsibility. This includes any difficulty in finding hotels if customers choose to arrange their own transport.

There are circumstances where it is impossible to full fill the contract as a result of war, the threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disasters, fire or adverse weather conditions and all similar events outside our control. In these circumstances we shall not be liable for compensation where we are forced to cancel, delay, curtail or change your reservation in any way or where our performance of the contract is affected or prevented.

We assume no responsibility for any loss, damage to baggage, property or for injury illness or death or for any damages or claims however so caused arising directly or indirectly from accidents, loss or damage to person or property, delays, transport failures, strikes, war, force majeure, Acts of God etc. or any other loss arising from or pursuant to Your Travel Arrangements.

We accept responsibility for ensuring the holidays which you book with us are supplied as described and that the services we are contractually obliged to provide are to a reasonable standard.

There may be instances where alternative accommodation or services may need to be provided, in such instances we will ensure this is of a similar or superior standard.

You will be responsible for any breakages, losses or damage caused by you or a member of your party during your stay in the accommodation. It is your responsibility to put right the damage or to make full payment to the hotel before departure and to indemnify us against any losses, damages or claims made against us.

You are responsible for compliance with all relevant regulations governing carriage by air or any other mode of transport and your stay during your holiday. If in the opinion of our suppliers/service providers and/or guide representative your behavior is disruptive or causing distress, injury or danger to other clients, our staff or any other third party, your reservation may be terminated and we shall not be responsible for any costs or claims that are incurred.

If any of these Booking Conditions are invalid or unenforceable then subject to law, all other provisions of these Booking Conditions shall be and continue to be valid and enforceable.

When your booking is confirmed with us, a contract between Serendipity Leisure (Pvt) Ltd. and / or you is constituted. That contract and these Booking Terms and Conditions shall be governed in all respects by the laws of Sri Lanka.

We would wish to resolve amicably any reasonable complaint that we receive relating to the standard of service or accommodation arrangements.

If your complaint cannot be resolved locally you must follow this up by writing a formal complaint letter to us within 28 days of your return home incorporating all other relevant information. It is a condition of this agreement that you communicate any problem relating to the standard of service or accommodation arrangements to the relevant authority at the Serendipity Leisure property you will be staying in. If still not resolved then follow this up with a written complaint. If you fail to follow this simple procedure we cannot accept responsibility as we have been deprived of the opportunity to investigate and rectify the matter.

Please mail your concerns to hello@serendipitylake.com

Serendipity Leisure (Pvt) Ltd does not guarantee that all information available is free from errors or omissions but we will use all reasonable endeavors to correct any errors or omissions once notified of them. Our opinions are our own. Whilst we rigorously strive for accuracy, these opinions are necessarily subjective to some degree.

All recommendations, opinions expressed and prices regarding properties and/or destinations displayed are provided for guidance only. You agree as the user that the use of, or reliance upon, any of the content of the Serendipity Lake by Serendipity Leisure website, and in particular any content recommending any hotel, product or service, is done entirely at your risk. (Including content in subsequent itinerary documents sent to you)

Our website may contain links to websites operated by parties other than the Serendipity Leisure group. Those links are provided to you for your reference and convenience only. We do not own or control the content of those websites and are not responsible for their content or your use of them.

We have endeavored to portray and describe each hotel and/or service as best we can and also to provide the most up to date information through our website and other communications with you to the best of our knowledge.

We cannot be held liable for any discrepancies or differences that might arise between the content of our website (text, images etc), and any other 3rd party websites.

All information provided by you should be true and accurate. We will treat it confidentially and not forward it to any third party. We have a strict anti-fraud policy and take responsible steps to protect personal information such as credit card details.

You communicate with us electronically whenever you visit our website or send emails to us. You consent to receive communications from us electronically and by fax. You agree that all notices, disclosures, agreements and other communications that we provide to you electronically or by fax satisfy any legal requirements that communications be in writing.

Serendipity Leisure (Pvt) Ltd accepts no liability for any virus or any other type of electronic infection that may be transferred through the site. Under no circumstance will we be liable for any loss or damage caused by a user’s reliance on information obtained through this site.

The copyright and all other Intellectual Property rights in all of the material on this website are owned by Serendipity Leisure (Pvt) Ltd. Copying of any part for commercial or business use is strictly prohibited.

These terms and conditions are subject to the Laws and the Jurisdiction of Sri Lanka.

The above terms and conditions are valid from the 1st of January 2022.

Last modified, 01st April 2022