Return and Refund Policy

We sell accommodation and hospitality services — stays, dining, spa treatments and experiences. Nothing is shipped and there is no physical product to send back, so there are no returns in the usual sense: a refund arises when a confirmed booking is cancelled, or when an experience we have charged for does not go ahead.

These terms govern bookings made direct with Madame G — on this website, by email, or by message. A booking made through Booking.com, Agoda, Airbnb, Expedia or any other travel site is governed by the cancellation terms of the platform you booked on, not by this page.

They apply to bookings made on or after 26 July 2026. If you booked before that date, no cancellation terms were published to you, and you are entitled to a full refund if you cancel, whatever the notice.

Cancel and you receive:

14 days or more before arrival

100%

7–13 days before arrival

50%

Under 7 days, or no-show

No refund

Promotional (discounted) rates are non-refundable — no refund at any notice, including a no-show.

On festive and peak dates — 23 December to 1 January, Holy Week, Sinulog, and declared Philippine long weekends — a longer notice period applies. The exact schedule for your dates is confirmed in writing when you book.

Prefer to move your dates? You may change them once, free of charge, up to 72 hours before arrival — subject to availability, valid for 12 months, with any rate difference payable. This is usually the better option, it applies to promotional bookings too, and it is available even inside the non-refundable window.

If a typhoon signal No. 2 or higher is raised over Cebu, a government travel restriction applies, or your booked ferry or flight to Cebu is cancelled on your arrival date, you receive a full refund or an open-dated credit valid 12 months — your choice, and this applies to promotional bookings as well. We handle these in good faith and will not ask you to travel into weather.

Whale-shark sightings in Oslob are never guaranteed — the interaction is nature-dependent and operates on sighting mornings only. If the whale sharks do not appear, the whale-shark activity is rebooked or refunded to you in full. Your accommodation is a separate booking and follows whichever cancellation schedule your rate carries.

We confirm the outcome of a refund request in writing within 2 business days. Approved refunds are then sent by bank transfer to an account in the booking name within 10 business days of approval — we will ask you for the details, and we confirm by email the moment the transfer goes out. Your own bank may take a further 1–3 banking days to post it. Where your payment method supports a direct reversal we will use that instead.

Write to inquiry@madame-g.com or message us on +63 917 118 7170 with your booking reference and the dates of your stay. Tell us if you would rather move your dates than cancel — in most cases that is the better outcome for you, and it is available even inside the non-refundable window.

We confirm every refund decision in writing, and we confirm again by email when the transfer goes out. If you disagree with a decision, say so in that reply and it will be looked at again by the owner.

Madame G and G Boutique Resort are operated by G RESORT MANAGEMENT OPC, Rue de Lucie, Coastal Highway, Poblacion, Santander 6026, Cebu, Philippines.

Customer service: inquiry@madame-g.com · +63 917 118 7170. We reply within 24 hours.

These terms sit alongside our Terms of Service and Privacy Policy.