Reservation, Cancellation & Refund Policy

1. General Information

At Eco Hospitality, we strive to offer our guests a seamless, transparent, and flexible booking experience. This policy outlines the terms and conditions governing reservations, check-in/check-out procedures, identification requirements, payment validation, booking modifications, cancellations, and refunds. We strongly recommend that all guests review this document carefully before confirming a reservation, as proceeding with a booking indicates acceptance of the terms detailed herein.

2. Check-in & Check-out Policy

• Standard Check-in Time: 2:00 PM
• Standard Check-out Time: 12:00 PM
  

Early Check-in / Late Check-out Requests:

• Early Check-in: Subject to room availability. Guests may request check-in prior to the standard time. If approved, additional charges may apply based on the time of arrival.
• Late Check-out: Also subject to availability. Charges may be applicable for late departures depending on how long the room is occupied beyond the standard check-out time.
• Important Note: To avoid inconvenience, it is advisable to inform the hotel in advance if you anticipate arriving early or leaving late.
  

3. Identification & Payment Requirements

• Mandatory ID Verification: All guests are required to present a valid, government-issued photo identification (such as Aadhaar Card, Passport, Driver’s License, or Voter ID) at the time of check-in. The hotel reserves the right to deny check-in to any guest who fails to provide valid identification.
• Name Matching: The name on the reservation must match the identification provided during check-in. For third-party bookings, the primary guest name must be clearly specified and must match the ID shown.
• Payment Verification: All payments are subject to validation. If the payment instrument is declined, unauthorized, or suspicious, the hotel reserves the right to cancel the booking without prior notice.
• Corporate / Group Bookings: Special documentation and prior verification may be required for bulk bookings, event reservations, or bookings made on behalf of others.
  

4. Reservation Categories & Related Terms

• A. Standard (Refundable) Bookings
  These bookings offer flexibility and are eligible for cancellations and modifications under the following conditions for specific properties:
• 1(a). General Policy
  (Applies to Golden Fern Resort/Shimla, Hotel Woodrina/Shimla & Hotel Snow Castle/Dalhousie):

• 1(b). General Policy
  (Applies to Mahamaya Regency/Kaza, Maitreya Regency/Tabo, Maitreya Mud House/Tabo):

Timeline Before Check-in	Refund Policy
More than 15 days	100% refund of booking amount
8 to 14 days	1-night retention charge; remainder refunded
0–7 days / No-show	100% of booking amount charged (no refund)

• Modifications (Applies universally):
  
  Date or guest detail changes may be requested up to 7 days prior to the check-in date, subject to room availability and applicable rate differences. Such requests are not guaranteed and will be processed at the discretion of hotel management.

B. Non-Refundable Bookings

These bookings are offered at specially discounted rates and are governed by stricter terms.
Once confirmed:

• No Cancellation is permitted. No refund will be processed under any circumstances.
• No Date Modifications are allowed unless under the exception mentioned below.
• No Refund in case of cancellation, early check-out, delayed arrival, or no-show.

One-time Date Rescheduling (Goodwill Gesture)

As a one-time courtesy, date change requests may be considered under the following conditions:

• The request must be made at least 7 days prior to the original check-in date.
• The new dates are subject to availability and may be subject to a change in rate.
• Only one-time rescheduling is allowed per booking. Once rescheduled, the booking becomes non-modifiable and non-refundable.
• Rescheduling is not allowed during peak seasons, national holidays, blackout dates, or under promotional offers.

5. How to Cancel or Modify a Booking

Direct Bookings (Website / Phone / Email):
To modify or cancel a booking made directly with Eco Hospitality:

• Contact our reservations team via:
  Email: info@ecohospitality.in
  Phone: +91 98166-08800
• Ensure that you provide your booking reference number, guest name, and check-in date to assist with quick processing.
• Refunds, if applicable, will be processed back to the original payment method within 7–14 business days, depending on the payment provider’s policies.

Third-party / OTA Bookings (e.g., Booking.com, Agoda, etc.):

• Guests who have made reservations through Online Travel Agencies (OTAs) or other third-party platforms must initiate cancellation or modification directly through the platform where the booking was made.
• The hotel cannot override or alter third-party platform policies.
  

6. Hotel Rights & Disclaimers

Eco Hospitality reserves the right to modify, reject, or cancel bookings under the following circumstances:

• Fraudulent or suspicious activity associated with the booking or payment method.
• Unauthorized reselling or bulk booking practices not pre-approved by management.
• Violation of hotel policies, misconduct, or misrepresentation by the guest at the time of booking.
• Technical errors (pricing glitches, room availability mismatches, etc.) resulting in inaccurate bookings.
• Payment issues, including but not limited to invalid cards, chargebacks, or discrepancies in the payer’s identity.

In such cases:

• Affected guests will be notified immediately.
• Any refund or compensation will be issued at the sole discretion of the hotel management.
  

7. Refund Processing

• Refunds (when applicable) are typically processed within 7 to 14 business days.
• Processing times may vary depending on your payment provider, card-issuing bank, or
• third-party booking portal.
• Refunds are always issued to the original mode of payment.
• No refunds are issued in cash unless otherwise specified in rare, approved cases.

8. Force Majeure Clause

Eco Hospitality shall not be held liable for delays, cancellations, or refund denials caused by events outside of our control, including but not limited to:

• Natural disasters
• Government restrictions
• Pandemics or public health emergencies
• Civil unrest or strikes
• Technical disruptions or power outages

In such scenarios, the hotel reserves the right to modify the cancellation or refund terms based on the situation and applicable government directives.

9. Contact Us

For any questions, concerns, or assistance with bookings, cancellations, or refund status:

Email: info@ecohospitality.in

Phone / WhatsApp: +91 98166-08800

Customer Service Hours: 9:00 AM – 7:00 PM, Monday to Saturday

We are here to help you plan your stay with confidence and peace of mind.