Moon Gate Hotel and Spa, Antigua

Terms & Conditions of Stay

 

Welcome to Moon Gate Hotel and Spa. These Terms & Conditions ("Terms") govern your access to and use of the Moon Gate Hotel and Spa website, reservation systems, and all associated services and facilities (collectively, the "Property" or "Services"). By accessing the website, initiating a reservation, or taking up residence at the Property, you confirm that you have read, understood, and agreed to be bound by these Terms in their entirety. For the purpose of these Terms, references to “Moon Gate Hotel and Spa” and “Moon Gate” shall be construed as references to the same entity and may be used interchangeably.

Moon Gate Hotel and Spa reserves the right to update these Terms at any time. Revisions will be published on our official website and will take effect upon publication.  By accessing the website, making a reservation, or using the Property, guests agree to be bound by the Terms in effect at that time.

 

Moon Gate Hotel and Spa operates primarily as an adults-only resort. Unless otherwise expressly approved by Management, guests must be 18 years of age or older to stay at or use the Property.

Limited exceptions may be permitted for homeowners and their accompanied guests, or during designated periods, subject to Moon Gate’s applicable homeowner, occupancy and access policies. Any exception must be approved in advance by Management.

Guests must be 18 years of age or older to make a reservation in their own name. Valid government-issued identification may be requested to verify age.

Moon Gate reserves the right to decline accommodation or access to the Property where a guest does not meet the applicable age requirements or has not received the required prior approval.

• Moon Gate strives to ensure every arrival is seamless and every departure gracious. The following standards apply to all reservations:
• Check-In: From 3:00 PM. Early check-in is subject to availability and may attract an additional charge.
• Check-Out: By 11:00 AM. Late check-out requests are subject to availability and may incur an additional fee. Late check-outs must be agreed upon with Management or Guest Services prior to departure.
• All guests must be formally registered upon arrival and present a valid government-issued photo identification.
• A valid credit card is required at check-in to cover incidental charges and any applicable security deposits. All valid credit cards provided must match the registered guest unless Credit Card Authorization Form was submitted with supporting documentation at least 48 hours prior to arrival.
• Only registered guests are permitted to occupy rooms overnight.
• Day visitors, where permitted, must register with Guest Services and comply with all applicable resort guidelines.

Moon Gate's Reservations Hosts are available to assist in curating your personalized arrival experience, coordinating preferences, celebrations, and special arrangements prior to your arrival.

 

• Transparent and fair payment practices are central to the Moon Gate experience. All financial terms are presented clearly at the time of booking.
• Payment terms, applicable rates, deposit requirements, and cancellation policies are specified at the time of booking and constitute part of your reservation agreement.
• Online booking payments are processed through authorized third-party payment service providers supporting Moon Gate Hotel and Spa’s website, booking engine, and payment processing environment. Payment-card details are transmitted securely and handled in accordance with applicable payment-card security requirements, including PCI DSS. Moon Gate Hotel and Spa does not store full card numbers or card security codes on its public website. Payment-card information may be used for authorized charges under these Terms, including deposits, booking payments, cancellation or no-show charges, pre-authorizations, and other approved charges.
• A security authorization or pre-authorization hold will be placed on the guest’s credit card at check-in to cover estimated incidental charges, potential damages and other amounts that may become payable during the stay. The applicable authorization amount may vary based on the length and nature of the reservation.
• Following check-out, Moon Gate will release any unused authorization amount in accordance with its payment procedures. The time required for released funds to become available to the guest is determined by the guest’s card issuer or financial institution and is outside Moon Gate’s control.
• By providing a credit card for payment, guests authorize Moon Gate to charge all amounts properly incurred under the reservation and these Terms.
• Refunds, where applicable, are governed exclusively by the cancellation policy associated with your specific rate plan.
• Moon Gate does not issue refunds for disruptions caused by weather events, including tropical storms, hurricanes or other natural disasters, except where required by applicable law.
• Guests are encouraged to raise any questions regarding charges directly with Moon Gate as soon as possible. In the event of a payment dispute, Moon Gate reserves the right to provide booking records, signed authorizations, correspondence and other supporting documentation to the relevant financial institution or payment processor.
• Any outstanding balance is due at check-out. Guests should review their final folio and raise any questions or disputed charges at or before check-out whenever reasonably possible. Billing enquiries or dispute identified following check-out should be submitted to Moon Gate within ten (10) business days of check-out, together with sufficient information to identify the disputed charge.
• Moon Gate will review the matter and, where a refund or credit is approved, will process the applicable adjustment as reasonably practicable. Processing times after submission to the guest’s bank, card issuer or payment provider are outside Moon Gate’s control.

Nothing in this provision limits any rights available to a guest under applicable law or applicable payment-card rules.

 

• Our accommodations are designed to offer exceptional comfort and privacy. To maintain the quality and integrity of each space:
• The maximum occupancy is two (2) registered guests per suite, unless a different occupancy limit is expressly stated in the applicable room description or reservation confirmation.
• Accommodations are for residential purposes only. Commercial, business, or media-related activities and use of Moon Gate trademarks require prior written authorization from Management in advance.
• Guests are responsible for maintaining the cleanliness and order of their accommodation throughout their stay.
• Any unauthorized modifications to the room, including furniture rearrangement that risks damage, are prohibited.

 

• Moon Gate is a sanctuary of tranquility. We ask that all guests honor the peace and privacy of fellow guests and the natural environment.
• Quiet Hours: 10:30 PM to 9:00 AM daily.
• Guests and visitors must always maintain reasonable noise levels. Music, gatherings, amplified sound or other activity that, in Moon Gate’s reasonable judgment, materially disturbs other guests or interferes with the peaceful enjoyment of the Property is not permitted.
• New Year's Eve/Day Exception: Quiet hours are observed from 1:30 AM to 9:00 AM on New Year's Eve/Day.
• During quiet hours, music, gatherings, amplified sound and other activities likely to disturb other guests must cease or be reduced immediately upon request by Moon Gate.
• All guests and visitors are expected to engage with staff and fellow guests with courtesy, dignity, and respect.
• Moon Gate reserves the right to refuse admission, terminate a stay or remove any guest or visitor whose conduct is unlawful, disruptive, abusive, unsafe or otherwise inconsistent with these Terms. In such cases, no refund will be provided.
• Illegal activities of any nature are strictly prohibited and will be reported to the relevant authorities.

                                  

• Our dedicated housekeeping team takes pride in maintaining standards throughout the Property.
• Housekeeping services are provided in accordance with the terms of your booking and the resort's established schedule.
• Guests are financially responsible for any damage to the Property or its furnishings and fittings beyond normal wear and tear.
• The cost of repair or replacement of damaged items will be assessed and charged to the guest's account.

 

• Moon Gate is committed to providing a clean, healthy, and inclusive environment for all guests. The following No Smoking policies are strictly enforced:
• Smoking, including cigarettes, cigars, pipes, vaping, and e-cigarettes, is strictly prohibited in all indoor areas, guest rooms, and all public spaces.
• A cleaning and remediation fee of USD $200.00 will be charged to any guest found to have smoked on the property, including all guest rooms and indoor facilities. This fee is non-negotiable and will be applied automatically upon discovery.
• Cannabis use in all forms is prohibited throughout the entire Property, including outdoor areas.
• The possession, use, or distribution of illegal drugs or controlled substances is strictly prohibited and will result in immediate removal from the Property and notification of law enforcement.
• Moon Gate reserves the right to charge the guest for loss of revenue where the room must be removed from inventory for cleaning and remediation due to a violation of the No Smoking policies. Such charge shall not exceed the equivalent of three (3) nights’ accommodation at the applicable room rate.

• Moon Gate is a no-pets Property. Pets are not permitted in guest accommodations, resort facilities or elsewhere on the Property.
• Where required by applicable law, Moon Gate will consider requests relating to trained service animals or other legally protected assistance animals. Guests requiring such an accommodation should contact Moon Gate in advance so that applicable requirements and arrangements can be reviewed.

 

• Moon Gate’s facilities are available to registered hotel guests, eligible homeowners and other persons expressly authorized by Moon Gate, subject to applicable access rules, operating hours, capacity limitations and homeowner policies.
• Pool: Open daily from 9:00 AM to sunset. Operating hours may be adjusted from time to time for operational, maintenance, safety or weather-related reasons.
• Fitness Centre: Open daily from 7:00 AM to 10:00 PM.
• Spa & Wellness Centre: Hours and availability are posted on-site and communicated by our team. Advance booking is strongly recommended.
• All other facility hours are posted on-site or communicated by our Guest Services team.
• Guests must adhere to all posted safety rules, age restrictions, and dress codes for each facility.
• Moon Gate reserves the right to restrict access to facilities for safety, maintenance, or other operational reasons without prior notice.

 

• The safety and security of our guests are of paramount importance to Moon Gate.
• Moon Gate Hotel and Spa is not liable for the loss, theft, or damage of personal belongings anywhere on the Property.
• In-room safes are provided for guest convenience. Guests are encouraged to secure valuables.
• Guests are requested to report any safety hazards, suspicious activity, or security concerns to Guest Services immediately.
• Parking, where available, is reserved for registered guests only and is used entirely at the guest's own risk.
• Moon Gate reserves the right to conduct security and wellness checks to maintain a safe and secure environment.

 

• Complimentary high-speed Wi-Fi is available throughout the Property as a courtesy to our guests.
• Internet access is provided for lawful personal use only.
• Illegal downloading, hacking, prohibited content access, or any other unauthorized online activity is strictly prohibited.
• Violations may result in the immediate suspension of internet access and, where applicable, referral to authorities.

 

• To protect the privacy, safety, and experience of all guests and staff, drone operation is subject to strict controls on the Property.
• The operation of drones or unmanned aerial vehicles (UAVs) of any kind is prohibited without prior written authorization from Property Management.
• Unauthorized drone operation is prohibited. Guests must immediately cease operation and remove the drone from use upon request by Management. Failure to comply may result in removal from the Property without refund.
• Authorized drone operators must comply with all applicable aviation regulations and guidelines issued by the Management.

 

• We make every effort to safeguard items found on the Property; however, Moon Gate is not responsible for items left behind by guests.
• Recovered items will be logged and held securely for a period of up to ninety (90) calendar days.
• Guests wishing to reclaim items may contact Guest Services; items may be shipped at the guest's expense upon request via pre-paid shipping label.
• Unclaimed items held beyond the 90 days may be donated to a charitable organization or responsibly disposed of at the Property's discretion.

 

If circumstances beyond Moon Gate’s reasonable control prevent Moon Gate from providing the accommodation or material services included in a confirmed reservation, Moon Gate will assess the circumstances and may, as appropriate:

• offer comparable alternative accommodation, where reasonably available;
• offer alternative stay dates or a credit toward a future reservation; or
• refund amounts paid for accommodation or services that Moon Gate is unable to provide.

Circumstances beyond Moon Gate’s reasonable control may include hurricanes, tropical storms, natural disasters, government restrictions, utility or infrastructure failures, civil emergencies or other force majeure events.

Where Moon Gate remains open and capable of fulfilling the reservation, a guest’s decision not to travel because of weather conditions, travel disruptions or other external circumstances remains subject to the cancellation and refund conditions applicable to the guest’s booked rate, except where otherwise required by law.

This provision does not apply to weather-related events unless required by the laws of Antigua and Barbuda.

 

• The well-being of our guests is always our first priority. In the event of a medical emergency:
• Guests should contact Guest Services immediately. Our team is trained to respond promptly and will coordinate with emergency services as required.
• While Moon Gate staff will provide reasonable assistance, guests remain solely responsible for obtaining appropriate professional medical care.
• Moon Gate is not liable for medical expenses or outcomes associated with on-property incidents.

 

• By accessing the Property and its facilities, guests acknowledge and accept the following:
• Guests are responsible for any loss, damage, injury or expense caused by their actions or those of their visitors during their stay. Guests agree to reimburse Moon Gate Hotel and Spa for any resulting costs, repairs, claims or legal expenses.
• Guests assume full responsibility for all risks associated with the use of the Property, facilities, and any activities undertaken thereon.
• Moon Gate Hotel and Spa may assist guests in arranging transportation, excursions, tours or other services provided by independent operators. These services are supplied by third parties and are used at the guest’s own risk. Moon Gate Hotel and Spa accepts no responsibility for the acts, omissions, or services of such providers. Any dispute relating to third-party services shall be resolved directly between the guest and the service provider.
• To the fullest extent permitted by applicable law, Moon Gate Hotel and Spa shall not be liable for personal injury, loss, or damage to property, except in cases of gross negligence or willful misconduct.

• Airport transfers and other transportation services may require advance reservation and are subject to availability. Guests are responsible for providing accurate arrival, departure and flight information and for advising Moon Gate promptly of any material changes or delays.
• Transfer availability, waiting periods, cancellation conditions, charges and other service terms may vary depending on the applicable transportation arrangement and will be communicated at the time of booking.
• Where transportation is provided by an independent operator, the third-party service provisions contained in these Terms will apply.

Moon Gate collects, uses, and stores personal information in accordance with its Privacy Policy. By making a reservation or using the Property, guests acknowledge and agree to the processing of their personal information as described in the Privacy Policy.

 

18. Amendments to Terms

Moon Gate Hotel and Spa may amend or update these Terms from time to time to reflect changes in its services, operating practices or applicable legal requirements. The current version will be published on Moon Gate’s official website and will identify the date on which it was last updated.

The Terms applicable to a confirmed reservation will be determined in accordance with the reservation confirmation, applicable rate conditions and any mandatory requirements of applicable law.

 

These Terms, together with the reservation confirmation and applicable booking policies, constitute the entire agreement between Moon Gate and the guest.

 

 

These Terms & Conditions shall be governed by and construed in accordance with the laws of Antigua and Barbuda, without regard to any conflict-of-laws provisions. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Antigua and Barbuda.