Hotel Partner Agreement & Master Terms
Effective Date: September 12, 2026 · Pause (by Lotus Systems) · Kingdom of Cambodia
1. Zero-Payment Agency Model & Front Desk Payment
Pause operates strictly as an independent introductory reservation facilitator and software provider under Cambodia's E-Commerce regulations (Sub-Decree 134 on E-Commerce and Prakas 290). Pause does not act as a merchant of record, tour operator, or hotelier, and does not hold or escrow guest funds.
100% of the room fee and applicable hotel taxes are collected directly by the hotel at the front desk upon guest arrival (via cash, credit/debit card, or the hotel's own KHQR code). Guests pay $0 online to reserve a daytime pause.
Tax Compliance Note: The hotel property is solely and exclusively responsible for issuing standard tax invoices to guests upon payment and remitting applicable 2% Accommodation Tax (ACT) and 10% VAT according to General Department of Taxation (GDT) regulations.
2. 4-Digit Alphanumeric Check-In Passcode Protocol
To safeguard both the guest and the partner property against billing disputes, unauthorized cancellations, and fraudulent no-show reports, every confirmed reservation generates a confidential, unique 4-digit alphanumeric Check-In Passcode (e.g. 7K3B).
- The guest presents this 4-character code to the hotel reception desk upon arrival to claim their reserved daytime room.
- The hotel front desk enters and verifies this code into the Pause Partner Portal (
/partner/dashboard) immediately upon arrival. - Conclusive Verification: Once verified, the stay is irrevocably stamped as completed and verified. The property is permanently barred from reporting the reservation as a no-show.
3. Latest Check-In Time & Room Release Protocol
Daytime pauses operate under flexible arrival windows during designated daytime operating hours. To ensure properties can manage room inventory while protecting guests' flexible arrival rights, a Latest Check-In Time applies to every reservation:
- Room Release on Missed Check-In: Guests must check in by their Latest Check-In Time. If a guest has not arrived and checked in with their 4-digit passcode by their Latest Check-In Time, the property is entitled to release the room for public resale and report the booking as a no-show.
- Strict Prohibition on Premature Room Release: Properties may not release the room, turn away a guest, or report a no-show prior to the guest's Latest Check-In Time. The Partner Portal will reject any premature release attempt.
4. Guest Stay Confirmation & Detailed Quality Reviews
Pause enforces automated quality monitoring to guarantee service standards and verify guest fulfillment:
- Missed PIN Check: Once a guest reaches their Latest Check-In Time without front-desk PIN entry, Pause sends an automated email from
[email protected]directly asking the guest to confirm whether they checked in. - 8-Hour Post-Stay Review: For verified stays, Pause dispatches an automated invitation exactly eight (8) hours after the scheduled pause ends, thanking the guest and collecting structured feedback on:
- 🏊 Swimming Pool & Sun Relaxation Area
- 💆 Spa, Massage & Wellness Treatments
- 🏋️ Gym & Fitness Facilities
- 🛎️ Front Desk Reception & Staff Hospitality
- 🌿 Daytime Room Comfort, Cleanliness & Quietness
5. No-Show Reporting & Guest Blacklisting Protocol
Because Pause processes zero online payments from guests, guests are not charged a financial fee for a no-show. Instead, Pause enforces a strict Guest Blacklisting Policy to protect hotel inventory:
- Free Guest Cancellation: Guests can cancel their booking for free anytime up until their Latest Check-In Time.
- Automatic Guest Blacklisting: If a guest fails to arrive by their Latest Check-In Time and did not cancel, the property marks the booking as a no-show. The guest's account and contact details are immediately blacklisted and removed from booking privileges across the platform.
- Zero Commission on No-Shows: When a property reports a verified no-show, the room is released and no platform commission is charged to the hotel.
- 24-Hour Reporting Window: No-shows must be reported strictly within 24 hours of scheduled checkout.
- Automated Audit & Anti-Fraud Protection: If a property reports a booking as a no-show but the guest verified check-in or submitted a stay review, the system automatically reinstates the stay to
completedstatus and flags false reports for audit.
6. Commission Rates & Strict Settlement Schedule (1st / 6th / 7th)
The Hotel Partner agrees to the platform commission rate selected during registration:
- Standard Pause: 13% commission (10% when bundled with Lotus Concierge).
- Pause Plus: 16% commission (13% when bundled with Lotus Concierge, including featured top placement).
Monthly Invoicing & Payment Cutoff Rules
- 1st of the Month (Invoice Issuance): Invoices for commission accrued during the prior calendar month are issued on the 1st, payable immediately, and due by the 7th of the month. Statements include official Lotus Systems KHQR and ABA Bank transfer details.
- 6th of the Month (Urgent 24h Warning): If payment has not been received by the 6th, an automated warning email is dispatched explicitly advising: “if payment is not received by tomorrow your listings will be hidden until payment is received.”
- 7th of the Month (Suspension & Delisting): If payment has not been received by the 7th, the hotel account is automatically suspended (
commission_invoice_overdue) and all room listings and daytime slots are hidden from public search until payment is received. - Automated Reinstatement: Upon receipt and recording of payment, the account is immediately reinstated to
approvedstatus and listings are restored without delay.
7. Best Available Rate (BAR) & Daytime Discount Integrity
Daytime pause rates must strictly maintain an agreed discount of at least 50% (and up to 75%) below the property's publicly available Best Available Rate (BAR) for overnight stays of the same room category. Partners agree not to undercut published Pause rates on direct or public channels, monitored via automated rate shoppers.
8. Operational Standards & Facility Parity
Daytime pause guests are entitled to identical room hygiene, fresh linen, toiletries, Wi-Fi access, and shared facility privileges (swimming pool, gym, sun loungers, gardens) as overnight guests. Hotel staff shall uphold professional, welcoming, and non-discriminatory service standards at all times.
9. Term, Termination & Governing Law
This Agreement operates on a month-to-month basis and may be terminated by either party with thirty (30) days prior written notice, provided all accrued commission invoices are settled in full. This Agreement is governed by and construed in accordance with the laws and commercial regulations of the Kingdom of Cambodia.