We strive to provide our guests with an exceptionally clean, safe, and friendly hotel experience. The following Hotel Policy/House Rules have been established based on industry standards, management and operational procedures, and our personal experience. These Hotel Policy/House Rules are considered a part of our reservation agreement with you. As our hotel guest, by reading and signing your hotel registration you are agreeing to abide by all of our Hotel Policy/House Rules, terms and conditions, and procedures. These Hotel Policy/House Rules are presented here to help promote our guests’ safety and enjoyment and to ensure that each guest is aware of the understandings between the Silvermoon Hotel and the guest. Our Hotel Policy/House Rules may change from time to time, so please check back often.
100% SMOKE-FREE IN-DOOR
Silvermoon Hotel is 100% Smoke-Free in all in-door areas. For safety and to assure that our facility is not exposed to items or actions that create an odor which is unhealthy and objectionable to our guests and staff, and that is difficult to remove from the air, carpet, walls, and furniture we do not permit smoking tobacco, e-cigarettes, cartridges containing the liquid of nicotine, hookahs, cooking, cigars, candle burning, the use of other strong-smelling plant-based essential oils or synthetic products in our facility. Guests are encouraged to notify Front Desk staff immediately if they smell cigarette or other objectionable odors. This policy is not intended to stop people from smoking, but to regulate where they smoke and how it affects others. A Designated Smoking Area is provided on the Luna terrace and outside the building.
CANDLE, INCENSE, ESSENTIAL OILS:
Candle, incense, essential oils (diffusing, vaporizing, etc.) are prohibited. These items and activities will be treated as smoking, a fine accessed, and the guest may be evicted with no refunds.
NO-COOKING, COOKING APPLIANCES, COMBUSTIBLES, OR FIREWORKS:
The safety of our guests, staff, and this facility is extremely important to us, preparation of food in guest rooms by any type of cooking appliances is prohibited. A Hot beverages tray with kettle is also available in all rooms and replenished on daily basis for free.
GUARANTEED RESERVATIONS:
CHECK-IN TIME: 14:00 – 22:00 Hrs.
EARLY CHECK-IN/PRE-REGISTRATION:
Early check-in is offered based on availability. If you require a guaranteed check-in for arrival prior to 14:00 hrs. Then Pre-Registration and payment may be required. Please contact Front Desk staff directly to make reservations and complete a credit card authorization form prior to your arrival Tel: (+225) (07) 5992 5519 / (05) 8541 8183
CHECK-IN REQUIREMENTS:
Guests must be at least 18 years of age to check in at Silvermoon Hotel. In the interests of security and to prevent fraud, guests are required to confirm their identity by providing their valid government issued photo identification (Driver’s license, passport, etc.) at check-in. A valid, signed, and pre-approved credit card in the name of the guest registration is also required. It is your responsibility to fully understand the manner in which your bank processes pre-authorizations and charges to your credit/debit card. Some banks hold pending authorizations for up to 30 business days.
PRE-AUTHORIZATION AT CHECK-IN:
We require pre-authorization of credit cards/debit cards at check-in. A pre-authorization is a temporary hold of a specific amount of your available credit limit balance placed on your credit/debit card for the full amount of your intended stay. All credit/debit cards are pre-authorized at check-in. Pre-authorization is not a charge to your account, it is a hold on those funds. Once your actual charge is posted at check-out it can take anywhere from 24 hours to 30 days for the original pre-authorization to be removed by your bank. Generally, most banks release the hold within 3-5 days. It is your responsibility to be aware of how your bank handles all of your transactions, including pre-authorizations. We are unable to remove pre-authorizations directly through our hotel.
GUEST REGISTRATION:
We require valid contact information from the guest making the reservations including first and last name, address, phone number, and signature. The names of all guests occupying the room must be registered.
CHECK-OUT TIME: 06:00 – 12:00 Hrs.
Room rental period expires at 12:00 hrs. Additional day charge, may apply for late checkout.
CHECK-OUT PROCEDURE:
Check-out time is 12:00 hrs. Please check-out with Front Desk so that housekeeping may begin cleaning your room as soon as possible. If you require a later check-out, please contact Front Desk prior to the day of your departure and we will do our best to accommodate your request. A charge may apply for late check-out.
EARLY DEPARTURE:
Guests who check out of the hotel after 12:00 hrs. And prior to their scheduled departure date and prior to the their scheduled departure date are subject to the hotel cancelation policy..
SPECIAL REQUESTS:
We will make every effort to honor special requests such as a specific floor or room number, adjoining rooms, roll-away beds, etc. upon your arrival. All special requests are noted on reservations and we will do our best to accommodate. However, the availability of these items cannot be guaranteed in advance.
ADA/HANDICAPPED ROOM
One ADA compliant guest rooms are available and should be reserved in advanced; please contact the hotel directly Tel. (+225) (07) 5992 5519 / (05) 8541 8183
PAYMENT:
All reservations and registration must be guaranteed with a valid major credit card. We accept Visa, Master Card and American Express. Pursuant to credit card agreements, credit cards are not valid unless signed by the cardholder. Credit cards must be signed. Cash (EURO/USD) payment is welcomed with a signed and pre-authorized credit card. All guests are required to present a valid major credit card and Passport issued photo identification even if guests are planning on paying in cash upon check-out. Checks and foreign currency not accepted.
CHECKS AND CHECK CASHING:
We do not accept checks. We do not provide check cashing services.
DEBIT CARD/CREDIT CARD HOLDERS
your credit card is not valid unless signed. We will refuse an unsigned card. Your Debit or Credit Card will be pre-authorized at check-in for the full amount of your stay. The pre-authorization will HOLD the funds until check-out, at which time the amount actually incurred during your stay will be charged. If you change your method of payment at check-out or change the length of your stay, your bank may not post the changes to your account immediately. Silvermoon Hotel has no control over the policies of your bank and will not be held liable for any “insufficient funds” penalties or any other resulting fees or charges. It is your responsibility to fully understand the manner in which your bank processes pre-authorizations and charges to your debit or credit card. Some banks hold pending authorizations for up to 30 days.
DEPOSITS AND GUARANTEES:
There is no deposit required to make an individual room reservation. However, a major credit card is required at the time of booking to guarantee the room and secure the reservation period.
RESERVATION AND PAYMENT FOR GUESTS BY PRIVATE THIRD PARTIES:
Generally, third party payment is not permitted. In the case of paying for a family member if you will not be physically present at the hotel, we require prior completion and approval of a Credit Card Authorization form including a copy of your Passport and the front and back of your signed credit card. You will be responsible for any and all damages and loss. We reserve the right to refuse reservation at any time for any reason.
CREDIT CARD AUTHORIZATION BY CORPORATE THIRD-PARTIES:
Please contact Silvermoon Hotel reservations department at least 24 hours prior to guest’s arrival to request a Credit Card Authorization form. We are open 24 hours Tel. (+225) (07) 5992 5519 / (+225) (05) 8541 8183 We must receive the information by no. fax (+225) (07) 5992 5519 or e-mail reservations@silvermoonhotel-ci.com and process the approval for your reservations prior to the guest’s arrival.
RATES:
All rates are quoted in FCFA currency Net. Rates may increase without notice. Rates as advertised on the Silvermoon Hotel website or any other website or promotional material are subject to change at any time and may increase or decrease at the hotel’s discretion. Rates are based on Mars-standard room (1-2 occupancy), Neptune-deluxe room (1-3 occupancy), Neptune-king handicapped (1-3) occupancy, Jupiter-1 bedroom suite (1-4 occupancy), Jupiter-2 bedroom suite (1-6 occupancy) and are subject to availability.
RIGHT TO REFUSE SERVICE:
Silvermoon hotel is privately owned and operated. We reserve the right to refuse service to anyone for any reason(s) that does not violate Ivory Coast laws. Silvermoon hotel has a zero tolerance policy in which we will refuse to admit or refuse service or accommodation in our hotel or may remove a person, without refund, who refuses to abide by the reasonable standards and policies established by the city of Abidjan and the owners for the operation and management of the hotel. Silvermoon hotel will refuse service or evict a guest: for refusal or failure to pay for accommodations, is under the influence of alcohol, drugs, or any other intoxicating substance and acts in a disorderly fashion as to disturb the peace of other guests or is not in compliance with Abidjan laws; acts in a disorderly fashion as to disturb the peace of other guests; is unable to properly supervise their children at all times, seeks to use the hotel for an unlawful purpose; seeks to bring into the hotel: an unlawfully possessed firearm; or something, including an explosive or hazardous or toxic substance, that is unlawful to possess and that may be dangerous to other persons; destroys, damages, defaces, or threatens harm to hotel property or guests; causes or permits persons to exceed the maximum allowable occupancy of room, refuses to abide by the reasonable standards or policies established by Silvermoon hotel for the operation and management of our hotel.
QUIET HOURS: 24:00 to 09:00 Hrs.
If you become aware of a disruptive guest, please contact Front Desk staff immediately by room phone or in person. Televisions, voices, or other devices must be kept at a respectful low level at all times. Doors should be opened and closed quietly. No congregating or running in halls.
BREAKFAST BUFFET: 07:00 – 10:30 Hrs.
Our Breakfast Buffet is free to registered guests only. Visitors will enjoy a full breakfast for the price of 10 000 FCFA net per person.
CANCELLATION:
Silvermoon hotel is not responsible for weather conditions, personal emergencies, or schedule changes. Reservations must be cancelled forty-eight (48 hours) hotel time, prior to your arrival date, in order to avoid a one (1) night full room cancellation fee. If reservations are cancelled less than 48 hours before the arrival date, your credit card may be charged the full room charge. If you are staying more than one (1) night, only the first night will be charged. If you cancel any reservation, you must obtain and save the cancellation number for your records.
NO SHOW CHARGES:
Failure to check in on the scheduled arrival date for a reservation guaranteed with a credit card will result in a No-Show fee being charged to your credit card. You will only be charged the first night, one (1) night’s full room rate and the balance of the reservation will be cancelled.
GROUP RESERVATIONS:
Large group/Block reservations must be cancelled eight (8) weeks prior to arrival date.
Reservations cancelled after that date may be charged one (1) full room charge for each room reserved and the balance of their reservations cancelled.
HOUSE RULES:
Groups, School groups, sports teams, weddings, special events, etc.
Please contact hotel directly for current House Rules Tel (+225) (07) 5992 5519 / (+225) (05) 8541 8183
DO-NOT DISTURB AND ACCESS TO ROOMS:
To provide all of our guests with an exceptionally clean and safe hotel experience, we provide daily housekeeping. Our Housekeeping Staff will honor the “IN” door hanger once during a twelve hour period indicating that the room is occupied. The Housekeeping Staff is required to enter the room at subsequent times to clean the room, check for safety, and verify the condition of the room. Management reserves the right to enter a room with a known status of “IN” for reasonable purposes, such as an emergency, housekeeping, maintenance, verify that the room, its furnishings, and mechanical equipment are intact, or to address or prevent a violation of our Hotel Policy/House Rules. In the event of suspected illegal activity, management reserves the right to summon law enforcement to aid in eviction. The right to privacy ends when a Hotel Policy/House Rule is broken. Law enforcement will be granted immediate access to hotel property and rooms of evicted guests.
CHILDREN:
Well behaved children of all ages are welcomed. Children aged 12 and under stay for free when sharing a room with one or more paying adult(s), using existing bedding. As the parents, guardians, or chaperones of children you are personally and legally responsible for and must supervise them at all times. For safety reasons, please do not leave children unattended in guest rooms or allow them to roam the hotel property unsupervised. Children under the age of 13 should be accompanied and supervised by their parent/guardian.
ADDITIONAL BEDDING:
A limited number of rollaway beds and baby cots are available upon request. Availability is on a first-come, first-served basis for any type of room or Suite. The charge is 12,000 FCFA for rollaway beds each per night, cots are for free. Maximum capacity of baby cots or rollaway is one (1) per room. Beds supplements are not calculated automatically in the total costs and will have to be paid separately during your stay. For safety, we don’t provide pillows for cots.
MAXIMUM OCCUPANCY:
Room occupancy requirements are based on fire code/fire safety restrictions. Standard Room maximum occupancy is 2, deluxe room or King Handicapped maximum occupancy is 3, Suite 1 bedroom maximum occupancy is 4, Suite 2 bedroom maximum occupancy is 6. If you exceed the maximum number of guests allowed, you will be asked to rent another guestroom for proper accommodations or vacate the hotel.
ROOM KEYS:
Room keys are issued to the registered guest(s). No room keys will be issued to youth under 18 at any time. I.D. is required if you have lost your key and require a duplicate. Please return room keys to Front Desk at Check-out.
HOUSEKEEPING/ROOM INSPECTION:
Housekeeping is provided daily between the hours of 09:00 – 15:00 hrs. Housekeeping may start as early as 6 a.m. during high season. This is a NON-SMOKING hotel. Rooms are cleaned and inspected daily and a detailed log is maintained on each room and linen. Rooms are rented to guests in appropriate condition without any prohibited odor. Housekeeping and Front Desk staff are trained and skilled in identifying the odors from prohibited items. If our investigation concludes that you have smoked in your room, cooked, or brought a prohibited item into our facility, you will be fined, and evicted without any refund.
LINEN CHANGING:
Your comfort is very important to us. For guests staying multiples nights, bed linen is changed on a rotation schedule. Used towels are exchanged for fresh towels daily. If Housekeeping is unable to change a bed due to personal items left on a bed, a note will be left. Housekeeping will be happy to change your bed linens and make your beds each day if all personal items are removed. Please contact our Front Desk staff if you have any additional questions or concerns.
LOST & FOUND POLICY:
Silvermoon hotel assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. If you discover that you have left behind something of value to you, please call us immediately +225 Tel +225 (07) 5992 5519 – +225 (05) 8541 8183 and we will try to assist you in locating your lost item.
FOUND ITEMS:
Silvermoon hotel is not responsible for any item left behind by a guest. However, any item, with the exception of perishable items, left behind by our guests and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for collection by the owner for up to Thirty (30) days. Records of Lost & Found items are retained for five years. Reasonable effort will be made to notify the guest that an item has found. Perishable items, underwear, and miscellaneous toiletries are discarded.
RETURN:
We would be happy to return your lost item(s) to you by Postal Service. Your credit card will be charged packaging and postage, plus a 6,000 FCFA handling fee. A separate receipt will be mailed to you. Silvermoon hotel is not responsible for any item lost or misdirected during shipment by the Postal Service.
UNCLAIMED ITEMS/NO CONTACT:
Lost & Found items are held for fourteen (14) days while we attempt to contact the guest. If guest contact information is incorrect or cell phone mailbox is full and we are unable to contact the guest during the fourteen (14) day holding period, the unclaimed item(s) are thrown away, given to local organizations, or disposed of accordingly by Silvermoon Hotel.
ALCOHOL POLICY:
Registered guests of legal age who choose to bring their own alcoholic beverages must consume those in their room. Alcohol is not allowed in public areas such as the lobby, halls, etc. Alcohol consumed during special events served by a licensed caterer with permit to serve/sale alcohol is restricted to those 21 years old or older (valid photo identification required) and can only be consumed at that event venue.
IN CASE OF EMERGENCY OR FIRE:
Please notify Front Desk in the event of a fire or other emergency. A map that shows emergency exits can be found on the back of your room door and in the Guest Information Notebook located in each guest room.
FIRE SAFETY POLICY:
The hotel is fully equipped with smoke detectors, fire safety information in Guest Room Notebook, and emergency evacuation plans on the door of each guest room. Please review this important information.
NO IN-ROOM PARTY:
Silvermoon hotel enforces a No In-Room Party Policy to ensure we can protect the hotel and our guests at all times. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise. If our request is not followed, the guest will be asked to leave the hotel without refund. Registered guest(s) is responsible for all persons visiting. Non-Registered visitors are only permitted until 24:00 hrs. If found with more “people” not listed on the Guest Registration Form after 24:00 hrs. Your stay will be considered a party. You will be ordered to vacate the premises without refund and may be access Guest Compensation Disturbance Fee.
FREE Wi-Fi ACCESS:
Access to our Wi-Fi is free for our registered guests. The hotel Wi-Fi access code is subject to change without notice. Wi-Fi signals are subject to change without notice depending on the room’s location, the status of our Wi-Fi equipment, and interference from other local wireless signals. Silvermoon hotel assumes no liability for guest use.
ENFORCEMENT:
All staff is trained and required to respond to potential violations of our Hotel Policy/House Rules. Guests who refuse to abide by the reasonable standards and policies established by Silvermoon hotel for safety of all guests, staff, owners, property, and the operation and management of the hotel will be evicted, with no refund. In addition to the room charge, a minimum 120,000 FCFA cleaning fee per room will be charged for infraction(s) of our Hotel Policy/House Rules.
TERMS & CONDITIONS:
Silvermoon hotel makes its best efforts to ensure that all the information that appears on its website is accurate. However, no warranty, expressed or implied, is given that the information provided on this website is error free. Silvermoon hotel does not accept liability for any errors and/or omissions, and reserves the right to change the information published at any time and without notice.
LINKS:
The links provided on the Silvermoon hotel website are for the convenience of site visitors and are provided in good faith. Silvermoon hotel does not accept liability for the contents or links provided on such websites, nor does it accept liability for any indirect or consequential loss arising out of the use or connected with its website.
ILLNESS AND EPIDEMICS (COVID-19 Safety Measurements):
In response to Coronavirus (COVID-19), additional safety and sanitation measures are currently in effect. Silvermoon hotel reserves the right to refuse accommodations to a guest arriving with a contagious disease. In cases where sickness occurs during the stay, please notify the Front Desk staff. In the case of serious sickness, you may be requested to receive appropriate health care from a nearby healthcare facility. During epidemics we are entitled to employ precautionary measures within our judgment or as required by local authorities. We may charge you a room cleaning fee as we deem appropriate under the circumstances.
INFESTATION:
The cleanliness of our rooms is extremely important to our guests. If you bring any infestation into your room or onto our hotel premises, we may charge you for any and all costs and expenses, including immediate or urgent response requirements and loss of room revenue, that we deem necessary to address the infestation.
PARKING AT OWN RISK:
All vehicle(s) must be listed on the registration at check-in. Parking for registered guest(s) is free. All vehicles are parked at the risk of the owner. Silvermoon hotel shall not assume liability or responsibility for any vehicle, occupants, or contents while operated or parked on the hotel property. If a vehicle is left in the hotel parking lot after the guest has departed without the written consent of the hotel, the hotel reserves the right to have the vehicle towed at the owner’s expense. No vehicle repairs on hotel premises.
DAMAGE AND/OR THEFT OF HOTEL PROPERTY
You are liable for any damage howsoever caused (whether by the deliberate, negligent, or reckless act) to the room (s), hotel’s premises or property caused by you or any person in your party whether or not staying at the hotel during your stay. Silvermoon hotel reserves the right to retain your credit card and/or debit card details as presented at registration and charge or debit the credit /debit card such amounts as it shall in its sole discretion deem necessary to compensate or make good the cost or expenses incurred or suffered by Silvermoon hotel as a result of the aforesaid. Should this damage come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. We will make every effort to rectify any damage internally prior to contracting specialist to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.
DAMAGE DISCOVERED AFTER CHECK-OUT:
Guest Rooms found with waste strewn around, in complete disorder, and/or “trashed” will be subject to maintenance deep cleaning fee, administration fee and/or third party fees.
DAMAGE TO ROOM:
Damage to rooms, fixtures, furnishing and equipment including the removal of electronic equipment, towels, art work, etc. will be charge at 120% of full and new replacement value plus any shipping and handling charges. Any damage to hotel property, whether accidental or willful, is the responsibility of the registered guest for each particular room. Any costs associated with repairs and/or replacement will be charged to the credit card of the registered guest. In extreme cases, criminal charges will be pursued.
DAMAGE TO MATTRESSES AND BEDDING:
Damage to mattresses and linen including; towels, mattress pads, sheets, bedspreads, blankets resulting from the use of body oils, make-up, shoe-polish, etc. will result in a charge for the special cleaning, repair or replacement of the damaged article.
DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS/FIRE-FIGHTING EQUIPMENT:
Silvermoon hotel reserve the right to take action against any guest or visitor found to have tampered or interfered with any detection equipment throughout the hotel, including detector heads in public areas, guest rooms, break glass points and fire extinguishers. Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the hotel due to their actions and will be evicted from the hotel. Depending on the severity of the guest actions, law enforcement may become involved at the hotel’s discretion. Should the fact that fire-fighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc.
CHANGES OR MODIFICATION TO THE HOTEL POLICY/HOUSE RULES:
Silvermoon hotel reserves the right to amend, modify, change, cancel, vary or add to these Hotel Policies/House Rules or the arrangements and content featured on our Hotel website at any time without prior notice. Please check our website regularly for updates to Hotel Policy/House Rules. Any modification to these Hotel Policy/House Rules that occurs before your departure is considered a part of your reservations agreement with us. A copy of these Hotel Policy/House Rules is located on our website, in the Guest Room Notebook, and available from Front Desk staff upon request.
BUSINESS CENTER:
The Business Center computer is provided for free for the registered guest(s) to check their email, do a one to one meeting, print airline tickets, etc. The use of photocopies and faxes are provided for a fee. Children are not allowed on the computer, nor is it intended for gaming, movies, etc.
Silver Moon Hotel
A hotels mission is to create everlasting memories. If you are traveling for leisure or business, a hotel must provide genuine heartfelt hospitality that will engrave a unique experience which exceeds expectations.
Silvermoon’s mission goes beyond good memories. Instead our mission is to create enduring relationships with our clients through our Ivorian hospitality services, generosity to make them feel home away from home.
We are dedicated to providing you with a unique personalized experience, world-class amenities and of course international gourmet cuisine accompanied by exotic and mouth-watering Ivorian delicacies to make your dining experience unforgettable.
Silvermoon invites you to push boundaries of luxury and dive in a unique world of hospitality and well-being in this wonderful adventure we call life.
