Terms & Conditions

Service from the Heart

We are committed to providing a safe, comfortable, and memorable experience for every guest. To ensure clarity and uniformity, we request you to review the following policies, which apply to all reservations and and stays with us. The policies outlined are common across all our hotels. However, certain facilities or services may not be available at every property. In such cases, the respective policy will not be applicable. Guests are kindly requested to confirm the availability of specific facilities with the reception at the hotel or resort booked before making any assumptions. The hotel will not be held responsible for the same. stays with us. The policies outlined are common across all our hotels. However, certain facilities or services may not be available at every property. In such cases, the respective policy will not be applicable. Guests are kindly requested to confirm the availability of specific facilities with the reception at the hotel or resort booked before making any assumptions. The hotel will not be held responsible for the same.

1. General Hotel Policies

Check-In & Check-Out

• Check-in: 15:00 hrs | Check-out: 12:00 hrs (This may vary from property to property. Please check your confirmation for the correct time for the property you have booked.)
• Early check-in / late check-out is subject to availability and additional charges.

Identification & Registration

• Government-approved photo ID (Passport, Aadhaar, Driving Licence, OCI Card) is required at check-in.
• Foreign nationals must present a valid passport and visa with stamping for us to report to FRRO.
• As per RBI guidelines, PAN card details are mandatory for cash transactions above ₹50,000 in a single instance.
• Cash payments above ₹1.99 lakhs are not permitted per PAN card in one financial year, whether in a single stay or across multiple stays.

Visitors

• Visitors are allowed to the guest room at the discretion of the hotel till 2100 hrs. After that, guests must register with valid ID as an additional adult and pay the charges for the same.
• Alternatively, they may use the lobby, lounge, and restaurants.

GST Compliance

• GST number and company name verified at check-in; after departure or once the final bill is made, changes are not allowed as we upload all the information on the GST Portal and cannot be amended.

Children & Extra Guests

• Maximum occupancy: 3 guests per room with one extra bed.
• Children above 8 years are considered adults.
• Extra adult/bed charges may vary depending on the hotel. (Please check with the hotel front desk.)

Pets

• Pets are not permitted inside the hotel.

Smoking

• All rooms are non-smoking. Designated smoking areas are available.
• Smoking in non-smoking rooms or areas will incur a cleaning fee of ₹10,000.

Alcohol & Food

• Alcohol consumption is only inside rooms, restaurants, and bars.
• Outside food, hookah, or liquor in public spaces is prohibited.

Dress Code (Pool/Spa)

• Only appropriate swimwear is allowed in the swimming pool. Cotton clothes are not permitted.
• Children must be accompanied by an adult.

Safety & Security

• Baggage scanning and frisking may be conducted for security reasons.
• Emergency exits and fire safety procedures are displayed in all guest rooms.
• An electronic safe is provided in every room for valuables; the hotel is not responsible for loss of items.

Lost & Found

• Lost items will be securely stored for 90 days. Unclaimed items will be disposed of responsibly.

Key Card Policy

• Lost/missing cards will be charged (₹250 + taxes)

DND Rooms

• For safety, rooms with continuous “Do Not Disturb” signage beyond 24 hours will be checked by the Duty Manager or an authorised person of the hotel.

Food Safety

• Leftover food will be removed after 4 hours due to hygiene standards; outside food delivery is not permitted.

Allergy Disclaimer

• The hotel is not liable for allergic reactions; guests must notify the F&B team of dietary restrictions.

Guest Responsibility for Damages

• Guests are responsible for any damage to hotel property or loss of items caused by themselves, their companions, or their children. Charges may apply for repair or replacement.

Pest Advisory

• While we maintain a comprehensive pest control programme, occasional sightings of insects or pests may occur due to the property’s gardens, water features, and natural surroundings. Guests are requested to keep windows and doors closed to minimise entry.

Right of Admission

• The management of [Hotel Name] reserves the absolute right to grant or deny entry to the hotel premises and may request any guest to vacate their room or the property at any time, without providing a reason.

NOTE: If you have received any special approvals or deviations from our standard policies, please inform our Duty Manager upon arrival. This will allow us to verify and enable the approved arrangements for your stay.

2. Reservation & Guarantee Policies

• All reservations must be guaranteed with a credit/debit card or advance payment
• The hotel may reserve the right to pre-authorise cards before check-in
• Non-guaranteed reservations are subject to release by 18:00 hrs on the day of arrival
• Special requests (smoking/non-smoking, bed type, late arrival) are subject to availability and not guaranteed

3. Cancellation & No-Show Policy

• 72+ hrs prior: No retention charges
• 48–72 hrs prior: 1-night retention
• <24 hrs prior: 100% retention charge for the entire stay
• No-Show: One night’s room charge plus taxes will apply unless cancellation was received 24 hrs before arrival.
• For confirmed airport/railway pick-ups, non-arrival will incur transport charges in addition to no-show fees.
• Refunds: If there are any refunds, these will be processed within 30 to 60 working days to the original mode of payment.

4. Arrival & Departure Policy

• Early arrival: Before 09:00 hrs – full day; 09:00–12:00 hrs – 50% charge.
• Late departure: 14:00–17:00 hrs – 50%; after 17:00 hrs – full day.
• Guaranteed early/late check-in must be reserved in advance.

5. Payment & Billing Policy

• Payment must be settled at check-out; no credit or cheques are accepted.

• Invoices are sent via courier and email. Payments must be settled within the agreed credit period; 15% interest applies on overdue bills. (However, the company should already be a credit-listed company with the hotel.)

• The cardholder and the physical credit card must be present, and PIN entry is mandatory while paying through a credit or debit card
• Third-party credit card payments are accepted only with a signed authorisation form and a valid copy of the card, preferably only for corporate bookings.
• Chargebacks: In case of disputes or chargebacks, the booking company/guest is liable to settle the outstanding dues
• Data security: Payment card information is handled per PCI-DSS standards; any storage, transmission or processing of card data is through certified vendors.

• Guests may use UPI apps linked to their bank accounts to settle bills
• UPI payments are considered final at the time of transaction. Any failed or disputed payments must be resolved immediately at the Front Desk
• Receipts will be issued for all successful UPI transactions, and the payment will be reflected in the guest account.

• Guests may pay in cash up to a maximum limit of ₹1,99,999 per stay.
• For any cash payment of ₹50,000 or above, submission of a PAN card is mandatory.
• Cash payments must be made at the Front Desk. Receipts will be issued immediately upon settlement.
• The hotel does not accept responsibility for cash lost, stolen, or misused after receipt unless negligence is established on the hotel’s part.

• For corporate or group bookings, cash payments may require prior approval from the Accounts team.
• Any combination of payment methods (UPI, credit/debit card, cash) is permitted, subject to compliance with RBI and GST regulations.

6. Data Protection & Privacy

• We collect personal data at check-in and through service touchpoints (vouchers, registration cards, feedback forms)
• Data is used only for operational and promotional communication with guest consent
• We comply with GDPR and Indian Data Protection Laws (IDPL). Guest information is never shared with unauthorised parties

7. Cancellation & No-Show Policy

• Courteous behaviour towards staff and fellow guests is expected at all times.
• Excessive noise, disorderly conduct, or unlawful activity may result in termination of stay without refund.
• In-room dining trays should be kept outside, and Housekeeping informed for clearance.
• “Do Not Disturb” signs will be respected; however, for safety, the hotel reserves the right to check after 24 hrs of no response.
• Any damage, theft, or loss caused by the guest will be charged to their account.

8. Fire & Safety Policy

• For your safety, please observe all fire and safety instructions displayed in the room. In an emergency, follow staff directions and proceed to the designated muster point.
• The hotel maintains full compliance with local fire and safety laws and standards. Fire escapes, alarms, extinguishers, emergency lighting and signage are installed throughout the property. Interference with fire safety equipment is strictly prohibited.
• Guest obligations: Guests must follow evacuation instructions, avoid blocking fire doors, and not use personal candles, incense, or other open flames in guest rooms or public areas. E-cigarettes, hookahs and similar devices are prohibited in rooms and public spaces.
• Alarm & evacuation: On hearing an alarm, guests must leave rooms immediately using the nearest safe exit (do NOT use lifts) and assemble at the designated muster point [Muster Point]. Do not return until authorised.
• Medical & emergency response: The hotel maintains trained first-aid responders and an AED on site. Staff will coordinate with local emergency services as needed.
• Inspections & drills: Regular inspections and fire drills are carried out for staff, contractors, and suppliers must comply with on-site fire safety rules.
• Reporting: Any safety concern or blocked fire escape must be reported immediately to the Front Desk / Duty Manager.

9. Sustainability & Environmental Policy

• Towels and linens are replaced once every two days unless guests request a daily change. However, for every new arrival, all linen and towels will be replaced.
• Plastic reduction and energy-saving initiatives are implemented across the property.
• Guests are encouraged to support sustainable practices during their stay.
• Conservation measures: Low-flow fixtures, sensor taps where applicable, and efficient laundry cycles are used. Landscaping irrigation is scheduled to minimise evaporation (early morning/late evening). Greywater systems are used where permitted for landscaping.
• We minimise single-use plastics and encourage locally sourced products to reduce environmental impact and support our community.
• Please help us keep our hotel sustainable by using designated bins for organic, recyclable, and hazardous waste.

10. Kids Club, Children & Family Policy

• Children are welcome. Children under 12 must be supervised by a parent/guardian in all public spaces and are only allowed in the Kids Club under supervised programme rules
• Age & supervision: The Kids Club accepts children aged [3–12] when registered and supervised by our qualified staff. Children under 3 may be admitted with a parent/guardian present. Parents remain responsible for their children’s safety at all times outside supervised programmes.
• Registration & waiver: All children must be registered by the parent or guardian, and a signed consent/medical waiver completed before use. The hotel will request emergency contact details and any allergies/medical conditions.
• Operating hours & capacity: Kids Club hours: [XX: XX–XX: XX]. Pre-booking is recommended; capacity limits apply for safety.
• Staff & safety: Staff are police-verified and background verification completed, first-aid certified, and trained in child safeguarding. CCTV may be used in common areas (not in changing rooms).
• Liability & behaviour: The hotel will not be held responsible for accidents resulting from breach of supervision; misbehaving children may be asked to leave supervised activities. Parent/guardian will be notified immediately of any injury or incident.

11. Pool, Lawn, Gym, Beach & Outdoor Facilities Policy

• Pool water is carefully monitored and chemically balanced at regular intervals by trained staff to ensure a safe and clean swimming environment
• Guests are requested to shower before entering the pool to help maintain water quality and hygiene
• Glass containers are strictly prohibited in the pool area for your safety
• Children must be accompanied and supervised by an adult at all times while using the pool
• Swimwear mandatory: Only appropriate swimwear is allowed in the swimming pool. Cotton clothes are not permitted
• Pool safety: The pool deck and surrounding areas may become slippery when wet. Please walk carefully, supervise children at all times, and follow posted safety instructions to avoid accidents
• For beach access, guests must heed tide and safety notices; the hotel will post advisories for unsafe sea conditions

12. Fine Dining, Bar & Restaurant Policies

• Reservations & cancellations: Reservations are held for 15 minutes after booking time unless otherwise agreed. Cancellation charges may apply for large bookings.
• Dress code: Smart casual or resort evening attire as specified for signature restaurants. Management reserves the right to refuse service for unsuitable attire.
• Minors & alcohol: Alcoholic beverages will not be served to persons under the legal drinking age. ID may be requested.
• Outside food & dietaries: Outside food is prohibited. Guests with allergies should inform staff; the hotel will make reasonable efforts to accommodate dietary needs but accepts no liability for allergic reactions.
• Live entertainment/photography: Professional live performances or filming require prior authorisation and adherence to noise regulations and performance agreements.

13. Wi-Fi & IT Acceptable Use Policy

• Access: Complimentary Wi-Fi is provided with fair-use limits. Higher bandwidth or dedicated connections are available for a charge.
• Acceptable use: No illegal downloads, hacking, distribution of copyrighted material or accessing offensive content. Violation may result in suspension and referral to authorities
• Security & liability: The hotel cannot guarantee the confidentiality of data transmitted over public Wi-Fi. Guests should use VPNs for sensitive transactions. The hotel is not liable for loss of data
• GDPR & privacy: The hotel logs connection times and device MAC addresses for security; personal data handling follows the hotel’s Privacy Policy.
• Wi-Fi is provided for personal use only.
• The hotel is not responsible for interruptions, speed fluctuations, or incompatibility with guest devices
• Any misuse of the internet (illegal downloads, offensive content, or criminal activity) will result in termination of access and may lead to legal action.

14. Photography, Videography & Promotional Media Consent

• Public areas: The hotel periodically conducts photography and videography in public areas for marketing and promotional purposes. By occupying or using public spaces, you grant the hotel the right to use images and footage containing you for promotional use unless you notify the Front Desk at check-in to opt out.
• Opt-out & privacy: Guests who wish to opt out should inform the Front Desk, and the hotel will make reasonable efforts to exclude them from staged shoots. For professional shoots, prior written consent and release forms will be obtained.
• Commercial shoots: Any guest wishing to conduct commercial photography or filming must obtain written permission, pay applicable fees, and follow hotel guidelines.
• Professional photoshoots, commercial filming, or drone use require prior written approval from hotel management.
• Guests are welcome to capture personal memories, but are requested not to disturb other guests’ privacy.

15. Representation & Marketing Disclaimer (Marketing & Website Content)

• Photographs, videos, menus, descriptions, and virtual tours on our website, social media, or third-party sites are for illustrative purposes only
• The hotel reserves the right to modify room décor, amenities, and services without prior notice.
• Guests cannot claim compensation based on a variation between the representation and the actual product.

16. Parking & Vehicle Liability

• Parking facilities are available for guests
• Parking is strictly at the owner’s risk. The hotel does not accept responsibility for loss, theft, or damage to vehicles or belongings left inside
• Parking facilities may be provided on an as-is basis. Vehicles and contents are left at the owner’s risk. The hotel recommends that valuables be stored in the in-room safe. Security patrols are in place, but the hotel does not accept liability for theft, damage, or loss unless due to documented negligence.

17. Force Majeure & Jurisdiction

• The hotel shall not be held responsible for failure to perform obligations due to circumstances beyond its reasonable control, including but not limited to natural disasters, government restrictions, strikes, or technical failures
• The hotel is not responsible for events caused by acts of God, industrial action, government action, pandemics, or other events beyond its reasonable control.
• All disputes will be resolved under the laws of India, with Chennai courts having exclusive jurisdiction.

18. Safety & Liability Policy

• The use of hotel facilities (pool, gym, spa, kids’ play area) is at the guest’s own risk
• Children must be supervised at all times.
• The hotel will not be responsible for injuries or accidents resulting from guest negligence.

19. Anti-Harassment & Zero Tolerance Policy

• The hotel maintains a zero-tolerance stance against harassment of staff or guests
• Any form of misconduct may result in immediate eviction and involvement of law enforcement

20. Health & Medical Support

• An on-call doctor is available through the Front Desk. Charges may apply for consultations or treatment
• First aid kits are available at the Reception, Restaurants, Spa, and other common areas
• In case of guest illness or a medical emergency, our staff will provide immediate assistance and coordinate with medical professionals or emergency services as required. The hotel is not liable for outcomes of medical treatment provided by external doctors or hospitals

21. Accessibility Policy

• The hotel provides wheelchair access, ramps, lifts, and accessible rooms (subject to availability).
• Our staff will provide reasonable support services to differently abled guests, including assistance with mobility and luggage where required.
• Guests are requested to notify the hotel in advance of any special requirements so appropriate arrangements can be made.

22. Transportation & Airport Transfers

• Chauffeur-driven cars, airport transfers, and hotel-arranged taxis are available on request and subject to availability
• Services may be provided by the hotel fleet or authorised third-party transport partners
• The hotel is not liable for delays, accidents, or incidents arising from outsourced transportation services

23. Lost Baggage & Luggage Storage

• A Left Luggage facility is available for short-term storage at the hotel. Guests must obtain a storage receipt from the Front Desk.
• The hotel will take reasonable care of stored items; however, liability is limited, and the hotel is not responsible for loss, theft, or damage to baggage or personal belongings. Guests are advised not leave valuables in storage.

24. Spa & Wellness Policy

• The minimum age for spa treatments is 16 years. Parental consent is required for guests below 18 years old
• Appointments must be cancelled at least 4 hours in advance to avoid cancellation or no-show charges.
• Spa treatments are provided by qualified therapists. However, the hotel is not responsible for any adverse medical conditions that may arise, and guests are advised to inform staff of any health concerns prior to treatment.
• All guests are required to complete a self-information form prior to commencing any spa treatment, declaring any health conditions, allergies, or medical concerns that may affect the treatment.
• The spa operates strictly as a professional wellness facility and does not provide any services other than professional therapies listed on the spa menu
• The management maintains a zero-tolerance policy for inappropriate behaviour or misconduct towards spa therapists. Any violation will result in immediate termination of the service and may lead to further action as deemed necessary by the management
• The spa and its staff shall not be held responsible for any complications arising from undisclosed health conditions

25. Emergency Situations (Specific to Coastal/Resort Hotels like Kaldan)

• The hotel has protocols in place for natural disasters such as cyclones, floods, or earthquakes
• In case of emergency, guests must follow instructions provided by hotel staff
• Designated assembly points are marked within the property and will be communicated to guests during such situations
• The hotel will coordinate with local authorities and emergency services to ensure guest safety

Service Charge Policy

• We are committed to delivering 100% guest satisfaction. A discretionary 5% service charge is applicable on room rent, food & beverage, and other services provided. Guests who do not wish to pay the service charge may opt out by informing the Front Desk before billing.