Guest Policies

General Booking Policy:

1. Certain destinations may have different travel guidelines for specific times during the year. Please abide by all laws and guidelines as applicable.
2. Policies are booking specific and would be informed to the guest at the time of booking or upon Check-In.
3. Reference to RR Group includes its affiliates, employees and officers. “Hotel” refers to the hotel or home in which you have made a valid booking through RR HOTELS.

Check-in Policy:

1. The primary guest must be at least 18 years of age to be able to check into the hotel.
2. The usual standard check-in time is 12 noon. RR HOTELS tries to ensure that you can check-in any time after that till your reservation is valid.
3. It is mandatory for all guests to present valid photo identification at the time of check-in. According to government regulations, a valid Photo ID has to be carried by every person above the age of 18 staying at the hotel. The identification proofs accepted are Aadhar Card, Driving License, Voter ID Card, and Passport. Note that PAN card is not acceptable. Without an original copy of a valid ID, you will not be allowed to check-in.
4. After reaching the hotel, if you face any difficulty in check-in and it cannot be resolved by the Hotel, you are requested to contact RR HOTELS immediately. RR HOTELS will verify the issue with the Hotel and post verification, you would be provided the following assistance:

   a. RR HOTELS will try to arrange for accommodation in the same Hotel

   b. RR HOTELS will try to provide you with alternate accommodation in its other listed properties if the same is available.

   c. If RR HOTELS is unable to provide alternative accommodation or you do not accept such alternate accommodation, you may be offered full refund.

   d. RR HOTELS will not be liable for compensation beyond your booking payment.

5. Unless specifically intimated, RR HOTELS shall not be held liable to refund the booking amount or any part thereof in case of unavailability of rooms due to natural disaster (earthquake, landslide etc.), terrorist activity, government guidelines or any force majeure act, beyond the control of RR HOTELS.

Early Check-in and Late Check-out:

1. Early Check-In: The standard check-in time in Hotels is 12 noon unless mentioned otherwise in your Booking voucher. Early check-in is subject to availability. Extra charges will usually apply as per below policy:

Complimentary breakfast will not be available to you for the day of early check in.

2. Late Check-out: The standard check-out time in Hotels is 11AM unless mentioned otherwise in your Booking voucher. Late check-out is subject to availability and cannot be confirmed with the Hotel in advance. Extra charges will usually apply as per the below policy:

Booking Extension Policy:

Any extension of stay at the Hotel is subject to availability of the rooms at the current ongoing rate and not at the rate at which the original booking was made.

Cancellation Policy:

• 1. You can cancel your booking using the RR HOTELS website or mobile app.
• 2. The applicable refund amount will be credited to you within 7-14 working days. RR HOTELS reserves the right to debit from RR HOTELS Money account, in case of cancellation amount being higher than money already paid by you.

  3. Some Hotels do not accept bookings from unmarried couples, do not accept local id proofs. This information is available to the Guest prior to making the booking. For any cancellations or check-in denial associated with such bookings that are dishonoured by the Hotel, RR HOTELS shall be under no obligation to refund any amount to the Guest.

  4. Hotels reserve the right to deny check-in where customers are unable to provide a valid government id or where minor Guests are travelling unaccompanied or if the Hotel is suspicious of the Guests check-in at it’s Property. Under all such cases RR HOTELS shall be under no obligation to refund any amount to the Guest.

• 5. You can find the cancellation policies at:
• 6. For corporate bookings, the cancellation policy mentioned on your contract will apply.
• 7. In case no cancellation policy is mentioned on the Hotel details page, the following cancellation policy shall apply:
• A. For bookings up to 3 rooms:

• No Show: In case you do not show up at the Hotel, charges for the first night shall be deducted.
• Mid Stay Cancellations: In case you decide to shorten your stay any time post Check-In, you will be charged for one extra night as cancellation fee.
• B. For Bulk bookings (4 or more rooms):
• You need to pay at least 25% of the total booking amount as advance to make a booking for 4 or more rooms.

• No Show: In case you do not show up at the hotel, 25% of the total booking amount would not be refunded.
• Mid Stay Cancellation: No refunds are applicable in case you decide to shorten your booking after the check-in date.

• Long Stay Bookings
• For bookings of more than 7 nights, you have to settle all outstanding payments on a weekly basis. Further accommodation is subject to settlement of the outstanding amount.
• Triple Occupancy Policy:
• Some Hotels allow triple occupancy by providing an extra mattress for the third person for extra fee. However no extra bed is usually provided.

Visitors Policy

1. You should check with the Hotel for its Visitor Policy.
2. In order to maintain privacy of guests and the tranquillity of the Hotel, RR  encourages its Hotel Partners to have a visitor policy where:

   a. Visitors are generally allowed to meet guests in the guest rooms during the day, except if there is an emergency.

   b. Visitors are not to be allowed to stay overnight.

   c. The Hotel front desk requires all visitors to present a government approved photo identity prior to accessing guest floors/rooms.

Child Policy

1. Stay of 1 child up to 5 years of age is complementary without the use of an extra mattress.
2. Breakfast charges may be applicable for the child.

Service On-Time policy

1. The hotels associated with the program will have Service On-time tag/information displayed on the app.
2. If you face any issue related to your stay in these hotels, we promise issue resolution within 1 hour or else we will provide refund.
3. If the issue can not be resolved, we will offer shifting to another room in the same hotel or shifting to a different hotel.
4. You need to call our customer care number 8233217598 to register the issue for quick assistance.
5. Refund amount will be subjected to the severity of the issues and will be decided as per our guidelines.

Smoking, Drugs and Alcohol

1. Smoking is prohibited in RR  Townhouse. Some Hotels may prohibit smoking in their guest rooms so it is prudent to check with the Hotel Front Desk.
2. Anyone found using or under the influence of illegal drugs or substances classified under the Narcotic Drugs and Psychotropic Substances Act, 1985 will be reported to the police and asked to leave the Hotel. Any evidence or suspicion of drug use at the Hotel will also be reported immediately to the police.
3. Drinking alcohol is prohibited in all public areas including; in the Hotel’s lobby, hallways, and parking areas of RR  Hotels. Please contact the Hotel Front Desk regarding consumption of alcoholic beverages within your room, without disturbing the discipline of the Hotel or other guests.