Terms & Conditions
Booking
A reservation is confirmed once you receive a confirmation containing your booking reference. Please check the guest name, dates, hotel and room type on that confirmation and tell us immediately if anything is wrong. Rates are quoted in Saudi Riyals (SAR) and include Value Added Tax and applicable municipality fees, unless stated otherwise on your confirmation.
The ability to amend a booking depends on the policy in place at the time of booking and is not always available before arrival, by contacting the hotel directly or the channel through which you booked. Amendments may result in a rate difference based on pricing available at the time of the change.
Cancellation and Refunds
Bookings may be cancelled free of charge up to 48 hours before arrival, unless otherwise stated in the rate conditions at the time of booking.
Cancellations made after this period, or a no-show, will be charged the first night's rate or the full booking value, depending on the booked rate's policy.
Prepaid, non-refundable bookings are not eligible for a refund in the event of cancellation, amendment or no-show.
Where a refund is due, it will be processed to the original payment method within 14 business days.
Check-In and Check-Out
Check-in is from 16:00 PM. Check-out is by 12:00 PM.
Early check-in and late check-out are subject to availability and may carry a charge. Please request them in advance.
Every guest aged 15 and above must present a valid passport, national ID or Iqama at check-in. We are required by Saudi law to register guest identity details.
Guests under 18 must be accompanied by an adult.
Occupancy and Children
Rooms may only be occupied by the number of guests booked. Room types are sold by occupancy — double, triple, quadruple and family — and additional guests cannot be accommodated without prior arrangement and may incur a charge.
Please tell us at the time of booking if you are travelling with infants or children, so we can arrange extra beds or cots subject to availability. Charges may apply in line with the hotel's policy at the time of booking.
Payment
Payment terms are shown on your confirmation and depend on the rate you booked and the channel you booked through. We accept the payment methods displayed at checkout. A valid tax invoice is issued for every stay in accordance with ZATCA requirements.
Hotel Rules
Burhan Hotels are alcohol-free and smoking is permitted only in designated areas, in line with Saudi law and local regulations.
Please respect other guests, particularly during prayer times and overnight quiet hours.
Pets are not permitted.
We may decline or end a stay in cases of unlawful behaviour, damage to property or conduct that endangers or seriously disturbs other guests or staff.
Guest Belongings and Liability
Please keep valuables secure and use the safe where one is provided. Except where liability arises from our own negligence, we are not responsible for loss or damage to personal belongings left unattended in public areas. Any damage caused to hotel property by a guest may be charged to that guest.
Shuttle Service
The shuttle to Al-Masjid Al-Haram operates on a scheduled service. Journey times are indicative and may vary with traffic, weather, crowd management and road closures, which are common in Makkah during Hajj, Ramadan and peak Umrah periods. The service may be adjusted or suspended where required by the authorities.
Data Protection
We collect and process guest data — including the identity details legally required at check-in — in accordance with Saudi Arabia's Personal Data Protection Law (PDPL). This data is used only for purposes related to the booking, the stay and applicable legal requirements.
Changes Beyond Our Control
Where events outside our reasonable control — including government restrictions, crowd-management directives, natural events or utility failures — prevent us from providing a booked room, we will offer a comparable alternative or a refund of amounts paid for the affected nights.
Governing Law
These terms are governed by the laws of the Kingdom of Saudi Arabia, and the courts of Makkah have jurisdiction over any dispute.
Contact
Email: admin@burhanhotels.com
Phone: +966 12 561 5151