FAQs and policies.
Here at Island Hospitality Group, we are committed to providing you experiences that soar beyond your expectations. As part of that commitment, we set policies that protect you as a customer while ensuring smooth operations for our business. We appreciate your business and respect for these policies.
FAQS
​
-
We are available to respond to all client inquiries Monday - Friday; 10 AM - 6 PM EST. Please allow up to 72 hours for us to respond to all inquiries.
-
Although we tend to inquiries during the standard work week, we are available for business throughout the entire week unless otherwise specified.
-
Once you engage us for business, you can expect to fill out a questionnaire and have a brief chat via phone before we send out a proposal. Your proposal may take up to five (5) business days to be completed.
-
Advanced booking is recommended to avoid a rush service fee. Our rush service fee starts at $500 USD and varies based on the service.
-
We accept the following forms of payments: ACH transfer (local customers), international wires (foreign customers - you are responsible for all fees), cash payments (local customers), and credit/debit cards (in-person or over the phone).
-
Due to the nature of our business, we are unable to issue refunds for food and beverage (F&B) services.
​
POLICIES
​
-
Bookings are not guaranteed without deposits. Our deposits start at 25% up to 50% of the total service cost. The sum of your deposit will be provided along with your proposal or quote for service. After you request a booking, we hold it for 10 days. If a deposit is not made within 10 days, the booking is canceled.
-
The balance for any service rendered is due at the start of the date of booking. If you fail to submit your balance, the service may be canceled and you will forfeit any deposits made.
-
If additional services are requested and rendered after a deposit or full payment is made for an original service, you will be charged for those services and expected to settle the balance in full when the service(s) is rendered.
-
We can provide payment schedules or plans for clients that require their payments to be split into four (4) equal payments over a specified period that exceeds no more than eight (8) weeks before the date of service(s).
-
There are blackout dates periodically throughout the year. During those periods, we are unavailable for service. Please inquire with us before booking any service(s).
-
A late fee will be added to any outstanding invoices. This fee will total 10% of your balance owed and will be charged every five (5) late days until the balance is settled in full.
-
We are committed to treating everyone with dignity, kindness, and love. Therefore, we reserve the right to refuse service to anyone who mistreats an employee of Island Hospitality Group, guest, etc.
​
Email hello@islandhospitalitygroup.com or hello@horatioalexandercatering.com for further inquiries.