Terms & Booking Policies

Terms & Booking Policies

1. Scope & Applicability

This policy governs all reservations booked through the Hotel's official website and paid via the integrated payment gateway.

It applies to all room categories, rate plans, and promotional offers unless expressly stated otherwise in the rate plan terms.

2. Definitions

Flexible Rate / Refundable Rate
A rate plan permitting cancellation within the prescribed window.
Non-Refundable Rate / Advance Purchase Rate
A rate plan requiring full prepayment, with no refund permitted.
No-Show
Failure of the guest to arrive on the scheduled date without prior notice.
Payment Gateway
The digital interface through which online payments are processed and authorized.

3. Cancellation & Refund Terms

3.1 Flexible (Refundable) Rates

  • Cancellations received up to 48 hours prior to the arrival date are eligible for a 100% refund of the amount paid.
  • Cancellations received within 48 hours prior to arrival will attract one night's room charge, including applicable taxes.

3.2 Non-Refundable / Advance Purchase Rates

  • Full prepayment is mandatory at the time of booking.
  • No refunds are permitted for cancellation, modification, shortening of stay, or no-show.
  • The entire booking value will be retained.

3.3 No-Show

  • Retention for the entire stay booked will be charged.

3.4 Early Departure

  • If a guest checks out early, charges for all nights booked will apply. The full value of the booked stay will be charged.

4. Refund Processing

4.1 Processing Timeline

  • Refunds, where applicable, will be initiated within 7-14 business days after approval by the Hotel's Reservations or Finance team.

4.2 Mode of Refund

  • Refunds shall be credited only to the original method of payment used during the booking.

5. Modifications & Amendments

  • Modifications to dates or length of stay are subject to availability and prevailing rates at the time of amendment.
  • Non-refundable bookings cannot be modified under any circumstances.
  • For flexible bookings, modified reservations must adhere to the revised cancellation window.

6. Failed / Incomplete Transactions

If a payment is debited but the booking is not confirmed due to a technical issue:

  • The amount will be automatically reversed by the payment gateway within 7-10 business days, or
  • The guest may contact the Hotel with proof of payment, and the reservations team will assist with manual verification and confirmation.

7. Chargebacks & Dispute Resolution

  • Any chargeback raised with the issuing bank will be addressed in accordance with payment network rules, including Visa, Mastercard, UPI, and Amex.
  • The Hotel reserves the right to submit documentary evidence to dispute invalid or fraudulent chargeback claims.
  • Refunds will not be issued where the guest is found to be in breach of rate terms.

8. Policy Overrides & Blackout Dates

  • During peak periods, festive dates, long weekends, and special events, cancellation and refund conditions may vary.
  • Any such deviations shall be disclosed at the time of booking and shall override this policy.

9. Group Bookings

  • Any reservation for 5 rooms or more will be considered a group booking. Guests requiring more than 5 rooms are requested to contact the Sales team.
  • The Hotel reserves the right to cancel if 5 or more rooms are booked by the guest through any online channel.

10. Hotel's Right to Cancel

  • Within the cancellation policy, the Hotel reserves the right to ask for advance payment for the booking.
  • If prepayment is denied, the Hotel reserves the right to cancel the booking.

11. Contact for Assistance

For all queries related to cancellations, refunds, failed transactions, or booking amendments, please contact the Hotel's reservations team.