2.1. Submitting a reservation request does not automatically confirm the booking. Guests must complete full payment within 3 calendar days after submitting the reservation and receive a confirmation email. 

2.2. Reservations are confirmed only after 100% payment of the room fee. For group or corporate reservations, contact: contact@ninepines.mn or 7777-9555. 

3.1. During the Naadam Festival (July 7 – July 15), which is the busiest period for the lodge, no discounts, promotions, or vouchers are accepted. 

3.2. Reservations during this period require a minimum stay of 3 consecutive nights. 

3.3. Reservations made for holiday periods cannot be canceled or rescheduled. If a guest does not arrive, no refund will be issued. 

4.1. If a confirmed booking is cancelled at least 14 days prior to the scheduled arrival date, a full refund of the total amount paid will be issued. 

4.2. If cancelled at least 7 days prior to the scheduled arrival date, a 50% refund of the total amount paid will be issued.   

4.3. If cancelled less than 7 days prior to the scheduled arrival date, no refund will be issued.  

4.4. If the guest does not arrive by 12:00 the day after the scheduled arrival date without notice, the reservation will be canceled with no refund. 

4.5. If a guest leaves early, unused nights will not be refunded. 

4.6. If the guest cannot arrive due to force majeure circumstances, 100% refund will be issued. 

4.7. These cancellation terms do not apply to holiday bookings mentioned in Section 3. 

4.8. Refunds will be processed according to the payment method used and may take time depending on the bank or financial institution. 

5.1. Children aged 12 and above shall be considered adults for pricing and occupancy purposes and will be charged at the applicable adult rate. 

5.2. Parents or legal guardians are solely and fully responsible for the supervision, safety, conduct, and well-being of children under their care at all times while on the premises. 

5.3. Nine Pines Lodge shall not be liable for any injury, accident, or loss involving children resulting from lack of supervision. 

5.4. Any damage to property or facilities caused by a child shall be the financial responsibility of the parent or legal guardian, and the Lodge reserves the right to charge the responsible adult accordingly. 

6.1. To ensure the safety and comfort of all the guests at Nine Pines Lodge, pets of any kind are not permitted in guest rooms, domes, shared spaces, or on lodge grounds.  

6.2. An exception is made for service animals that are trained to perform specific tasks for a person with disability.  Emotional support animals, therapy animals, or pets that are not trained service animals do not qualify for the exception and are not permitted on the property.  

6.3. A guest accompanied by a service animal is responsible for ensuring that the animal is under control at all times and does not pose a risk, cause disruption, or result in damage to the lodge property.   

6.4. Guests may be held responsible for any damage as a result of a service animal’s presence.  

7.1. Smoking is strictly prohibited in all indoor areas of Nine Pines Lodge, including but not limited to guest rooms, domes, bathrooms, common indoor spaces, and enclosed facilities.  

7.2. Smoking is permitted only in designated outdoor smoking areas. Guests must fully extinguish cigarettes and properly dispose of smoking materials responsibly in provided ashtrays.  

7.3. The use of electronic cigarettes, vaping devices, heated tobacco products and any similar products/devices shall be subject to the same restrictions as smoking.  

7.4. If evidence of smoking is found in non-designated area, Nine Pines Lodge reserves the right to charge the guest for 

• A penalty of MNT 720,000; 
• Additional cleaning and deodorization costs;  
• Repair or replacement of damaged property; and  
• Any revenue loss resulting from the room or facility being temporarily removed from service.  

7.5. Guests shall be liable for any damage, fire alarm activation, safety risks, or environmental damage caused by smoking in prohibited areas.  

8.1. Guests are responsible for maintaining the condition of their accommodation, furnishings, equipment, and all Lodge property during their stay. Any damage, breakage, loss, missing items, or excessive cleaning required due to misuse, negligence, willful misconduct, or violation of Lodge policies will be charged to the guest.

8.2. Nine Pines Lodge reserves the right to determine, acting reasonably, the cost of repair, replacement, restoration, specialized cleaning, or revenue loss resulting from the damage, and to charge the guest accordingly.

8.3. Guests are strongly encouraged to inspect their accommodation upon check-in and report any existing damage or malfunction upon check-in to avoid being held responsible.

8.4. Failure to report damage during the stay may result in the guest being held liable if the damage is discovered after check-out. Failure to report such issues promptly may result in the guest being held responsible if the damage is identified after check-out.

8.5. Nine Pines Lodge is not responsible for the loss, theft, or damage of personal belongings brought onto the property, including vehicles and items left in rooms or shared spaces, except where such loss is directly caused by the proven negligence or willful misconduct of the Lodge.

8.6. In cases of significant damage, misconduct, or illegal activity, the lodge reserves the right to pursue legal action and to seek compensation for all related costs. In such cases, the Lodge may also terminate the stay without refund and notify competent authorities where required. The Lodge reserves the right to recover all direct and indirect costs, including legal fees and enforcement expenses. 

9.1. Guests are expected to always be respectful of all other guests and maintain noise levels that do not disturb fellow guests, staff and the surrounding natural environment.  

9.2. Quiet hours at the lodge are between 10:00 PM and 6:00 AM.  

9.3. During quiet hours, loud music, shouting, or any other disruptive behavior is not permitted in guest rooms, domes, shared spaces, or outdoor areas.

9.4. Nine Pines Lodge reserves the right to address excessive noise at any time. Guests may be approached and asked to reduce noise levels immediately.

10.1. Guests are expected to use all accommodations, facilities, and shared spaces at Nine Pines Lodge in a respectful and responsible manner.  

10.2. Shares spaces — including lounges, dining areas, outdoor common areas, and walkways — are for the enjoyment of all guests. Guests are expected to be considerate of other and to maintain cleanliness and order in these areas at all times.  

10.3. Furniture, equipment, and decorative items may not be moved, removed, or altered without approval from lodge management.   

10.4. The use of lodge property for commercial purposes, events, or gatherings not authorized by management is strictly prohibited.  

10.5. Any misuse of property or shared spaces that result in damage, excessive cleaning, or disruption may result in additional charges or other appropriate measures.  

10.6. Nine Pines Lodge reserves the right to restrict access to certain areas of the property for operational, safety, or privacy reasons and to take corrective action if this policy is violated.  

11.1. The following activities are strictly prohibited on Nine Pines Lodge property, and the Lodge management team reserves the right to impose legal and appropriate requirements, including but not limited to:

a. Bringing, storing, or allowing to be stored in the Lodge premises any dangerous items prohibited by law, such as (but not limited to) drugs, guns, ammunition, bullets, gunpowder, kerosene, or other explosive or flammable substances; 

b. The use or operation of open flames, electric heaters, other heating devices, or any equipment that may pose a fire hazard is strictly prohibited anywhere on the Lodge’s property;

c. Operation of drones, unmanned aerial vehicles (UAVs), professional filming equipment, commercial photography, live streaming, or media production activities without prior written approval;

d. Any activity that: Creates a safety hazard, causes or is reasonably likely to cause property damage, violates applicable laws or regulations, infringes upon the privacy or quiet enjoyment of other guests or any activity that poses a safety risk, causes property damage, or disrupts the peaceful environment of the lodge;

11.2. Nine Pines Lodge reserves the right to confiscate prohibited items, restrict activities, or take appropriate actions if this policy is violated.

12.1. In case emergency assistance is required, please immediately notify the Lodge staff. Staff will provide first aid and, if necessary, contact professional emergency services for further assistance.

12.2. Fire extinguishers and emergency signage are installed in the Lodge buildings. Guests are responsible for familiarizing themselves with the emergency exits upon arrival.

12.3. Medical Assistance: Guests are advised to bring medications or medical supplies that are suitable for their health needs or that they regularly use. The Lodge can provide basic first aid supplies for minor injuries, which can be obtained by registering with the staff at the reception desk. If necessary, guests may be advised to seek assistance from local healthcare providers.

12.4. Nine Pines Lodge is located in an area where weather conditions may change rapidly. Guests are required to follow safety instructions related to sudden weather conditions such as extreme cold, storms, heavy snowfall, flooding, and other severe weather events. 

12.5. For safety reasons, Nine Pines Lodge may restrict outdoor activities, transportation, or access to certain areas. Guests are required to follow all safety recommendations and restrictions. 

13.1. If you become aware of a fire or potential fire hazard, please immediately notify Lodge staff and alert others in the vicinity.

13.2. If the fire is small and can be safely contained, you may attempt to extinguish it using a fire extinguisher, provided it is safe to do so. 

13.3. In the event of a fire or if a fire alarm is activated, immediately notify others and evacuate the building through the nearest emergency exit without delay. Guests are advised to leave personal belongings behind and prioritize their safety. 12.5. For safety reasons, Nine Pines Lodge may restrict outdoor activities, transportation, or access to certain areas. Guests are required to follow all safety recommendations and restrictions. 

14.1. Guests may encounter wildlife while on lodge grounds or during outdoor activities. For safety reasons:  

a. Wildlife must not be approached, fed, or disturbed;  

b. Guests should maintain a safe distance at all times;  

c. Any wildlife sightings posing a potential risk should be reported to lodge staff immediately.  

14.2. Nine Pines Lodge is not responsible for incidents resulting from failure to follow wildlife safety guidelines.  

15.1. In the event of power, water, heating, or other utility outages, Nine Pines Lodge will make reasonable efforts to restore services as quickly as possible.

15.2. Such interruptions may occur due to weather conditions, infrastructure limitations, or circumstances beyond the lodge’s control. Temporary service disruptions do not entitle guests to refunds unless otherwise stated by management.

16.1. Roads to Nine Pines Lodge may include unpaved, seasonal, or weather-dependent routes. Road conditions may vary due to weather, natural terrain, or maintenance limitations.

16.2. Nine Pines Lodge is not responsible for delays, vehicle damage, or access restrictions resulting from road conditions. Guests are encouraged to use suitable vehicles, check weather conditions in advance, and allow sufficient travel time.

16.3. Nine Pines Lodge may assist in arranging transfer or transportation services upon request, subject to availability and additional charges. All transfer services require advance booking and may be provided by third-party operators; therefore, Nine Pines Lodge shall not be responsible for the actions, delays, or performance of such third-party transportation providers.

16.4. Guests who choose to travel using their own vehicles do so at their own risk. Vehicles must be operated responsibly and in accordance with posted speed limits and staff instructions while on lodge property. Off-road driving, driving in restricted areas, or unsafe vehicle operation is strictly prohibited. Any damage caused by guest vehicles to lodge property or the surrounding environment may result in repair charges.

17.1. Parking is available in designated areas only. Guests must park vehicles in accordance with signage and staff guidance.

17.2. Nine Pines Lodge is not responsible for loss, theft, or damage to vehicles or personal property left inside vehicles while parked on lodge premises.

17.3. Unauthorized parking, obstruction of access routes, or parking in restricted areas is not permitted and may result in corrective action.

18.1. Guests are encouraged to share feedback, comments, or suggestions at any time during or after their stay. Feedback may be provided verbally to lodge staff, in writing, or through official communication channels designated by Nine Pines Lodge.

18.2. Where possible, guests are encouraged to raise concerns during their stay to allow staff the opportunity to address matters promptly.

18.3. All complaints will be handled professionally, respectfully, and confidentially. Upon receiving a complaint, lodge staff will acknowledge the issue, gather relevant information, and take reasonable steps to resolve the matter.

18.4. If a complaint cannot be resolved at the initial point of contact, it may be escalated to lodge management for review.

18.5 Management will assess the complaint, consider all relevant information, and determine an appropriate response or resolution. The decision of management shall be considered final unless otherwise required by law.

19.1. Nine Pines Lodge may collect personal information from guests for the purposes of reservation management, guest identification, payment processing, legal compliance, and service delivery.

19.2. Information collected may include, but is not limited to, names, contact details, payment information, and stay-related preferences.

19.3. Personal data collected by Nine Pines Lodge is stored securely and accessed only by authorized personnel. Guest information is used solely for legitimate business purposes, including reservation management, guest communication, security, and compliance with regulatory obligations.  

19.4. Nine Pines Lodge does not sell or share guest personal data with third parties except where required by law, necessary for service provision, or with the guest’s consent. Although the Lodge makes efforts not to disclose confidential information, if the information is reported to a government authority due to a requirement from a government organization, it will not be considered a disclosure of information, provided that this can be proven. 

20.1. For the safety and security of guests, staff, and property, Nine Pines Lodge may operate CCTV or other security monitoring systems in public and common areas. CCTV is not installed in private areas such as guest rooms or bathrooms.  

20.2. Recorded footage is used solely for security and safety purposes and is accessed only by authorized personnel. 

21.1. Nine Pines Lodge shall not be held liable for failure to perform its obligations due to circumstances beyond its reasonable control, including but not limited to natural disasters, extreme weather conditions, road closures, government restrictions, pandemics, or other unforeseen events.  

21.2. In such cases, management may, at its discretion, offer date changes, credits, or alternative arrangements. Refunds are not guaranteed and will be assessed on a case-by-case basis.