1. TERMS OF SERVICE

By accepting to onboard your property on the RR ROOMS platform, the RR Patron agrees to be bound by the Terms of Service mentioned herein, Terms & Conditions of RR Platform, the commercial terms agreed during the onboarding process along with the recommended RR Policies available at other supplemental policies and terms linked to in these Terms which are incorporated by reference, which collectively form part of your agreement with RR (collectively referred to as “Terms” or “Agreement”). If you do not agree with the Terms you may refrain from availing our services of listing your property on  the RR Platform.

“RR HOTELS”, “we”, “us” or “our” refers to the RR entity set out on Appendix 2 with whom you are contracting. The Terms constitute a binding legal agreement between you and RR which will govern your access to and use of the RR Platform.

This Agreement will equip the RR Patrons with the capability and technology to enable them compete better, achieve high occupancies and improve earnings, by listing their Property, on RR’s Platform to offer accommodation and various other services to RR’s customers in search of quality accommodation

  1. Use of RR Platform
  2. RR makes the RR Platform available only to RR Patrons who have created an Account on RR Platform and provided the Account Information. You will be responsible for accuracy and integrity of the Account Information provided for the Account and to keep the Account Information up to date. Any updates to the Account Information will only be applicable once the same has been verified by RR. Further, you are fully responsible for all activities that occur under your Account. In this regard, you authorize RR to make any inquiries (either directly or through third party agencies) to verify your identity. This process may include (i) searching third-party databases and requisitioning associated reports, (ii) requesting you to furnish a government identification (e.g., driver’s license, passport etc.), along with other information about you; or (iii) requesting you to furnish documents to confirm ownership or any other right to onboard the Property, banking information and other details as deemed necessary by RR. RR reserves the right to terminate, suspend, or limit access to the RR Platform in the event we are unable to obtain or verify any of the information necessary to complete the Account Information.
  3. Once the Account is activated, RR grants the Patrons, during the period of this Agreement and subject to the terms and conditions hereof, the permission to (i) utilize the Technological Know-How and (ii) be listed on the RR Platform, to market or promote bookings, to provide accommodation services to RR customers.
  4. The Patron acknowledges that it shall provide its services to the RR customers as per the operating standards which may be prescribed by RR, from time to time, (whether RR customer is attracted through RR Platform or otherwise).
  5. RR may advise the Patrons in modifying the Premises to uplift revenue generation opportunities for the Patron and enhance the consumer experience.
  6. All operating costs, including the cost of employees, manpower, consumables, utilities, rents, taxes, Approvals, safety & security measures, etc. shall be the sole responsibility of the Patron.
  7. In case the Patron opts, RR may provide the Patron, at the Patrons’ sole cost and expense, with a digital tablet or any other device to manage all check-in and check-out from premises and record the payment receipt. Patrons shall be solely responsible for the safe and proper operation of such devices. Patrons shall ensure that the device is not used to make any fraudulent booking or any other illegal purpose that may compromise the records or the accounts of the Patron or RR. Patrons shall be liable to bear the cost of replacement or repair of the device in case any damage is caused to the device. Patrons shall assign the use and operation of the device to its authorized representatives and Patrons shall remain responsible as a principle to the act of its agents. You acknowledge that you have read and agreed to the Device Usage Terms. In the event the RR Patron opts for the digital tablet or any other device, the RR Patron shall ensure that all bookings are undertaken through such digital tablet or any other device provided by RR and/or the RR Platform only. The RR Patron will not use, for any reason whatsoever, any alternate means (phone/ emails) to connect with the customer in parallel to take any unaccounted or direct bookings and thereby circumventing the process. Any act on the RR Patron’s part to circumvent the process shall be treated as a material breach of the understanding between the parties and the RR Patron shall be liable to pay a sum equivalent to twice the amount of liquidated damages set out under Clause 2 (C) below.
  8. The RR Patron acknowledges that its performance may be ranked and measured in accordance with the RR Policies related to quality score [Insert hyperlink for the quality score policy], as may be communicated by RR from time to time, and the customer feedbacks and reviews. The Patron agrees that the ranking and performance rating shall be as per the sole opinion of RR and the same shall not be subject to dispute by the RR Patron. RR shall have the sole discretion to change the terms of the said policy from time to time.
  9. The RR Patron acknowledges that its performance may be ranked and measured in accordance with the RR Policies related to quality score [Insert hyperlink for the quality score policy], as may be communicated by RR from time to time, and the customer feedbacks and reviews. The RR Patron agrees that the ranking and performance rating shall be as per the sole opinion of RR and the same shall not be subject to dispute by the RR Patron. RR shall have the sole discretion to change the terms of the said policy from time to time
  10. Due to the nature of the Internet, RR cannot guarantee the continuous and uninterrupted availability and accessibility of the RR Platform. RR may restrict the availability of the RR Platform or certain areas or features thereof, if this is necessary in view of capacity limits, the security or integrity of our servers, or to carry out maintenance measures that ensure the proper or improved functioning of the RR Platform. RR may improve, enhance and modify the RR Platform and introduce new RR Services from time to time. In case of any such interruption, the RR Patron shall at all times honour the reservations made by RR customers on the RR Platform, OTA and all online/offline channels as the case may be.

 

  1. TERMS OF OPERATIONS
  2. Use of RR Platform
  1. RR makes the RR Platform available only to RR Patrons who have created an Account on RR Platform and provided the Account Information. You will be responsible for accuracy and integrity of the Account Information provided for the Account and to keep the Account Information up to date. Any updates to the Account Information will only be applicable once the same has been verified by RR. Further, you are fully responsible for all activities that occur under your Account. In this regard, you authorize RR to make any inquiries (either directly or through third party agencies) to verify your identity. This process may include (i) searching third-party databases and requisitioning associated reports, (ii) requesting you to furnish a government identification (e.g., driver’s license, passport etc.), along with other information about you; or (iii) requesting you to furnish documents to confirm ownership or any other right to onboard the Property, banking information and other details as deemed necessary by RR. RR reserves the right to terminate, suspend, or limit access to the RR Platform in the event we are unable to obtain or verify any of the information necessary to complete the Account Information.
  2. Once the Account is activated, RR grants the Patrons, during the period of this Agreement and subject to the terms and conditions hereof, the permission to (i) utilize the Technological Know-How and (ii) be listed on the RR Platform, to market or promote bookings, to provide accommodation services to RR customers.
  3. The Patron acknowledges that it shall provide its services to the RR customers as per the operating standards which may be prescribed by RR, from time to time, (whether RR customer is attracted through RR Platform or otherwise).
  4. RR may advise the Patrons in modifying the Premises to uplift revenue generation opportunities for the Patron and enhance the consumer experience.
  5. All operating costs, including the cost of employees, manpower, consumables, utilities, rents, taxes, Approvals, safety & security measures, etc. shall be the sole responsibility of the Patron.
  6. The RR Patron acknowledges that its performance may be ranked and measured in accordance with the RR Policies related to quality score [Insert hyperlink for the quality score policy], as may be communicated by RR from time to time, and the customer feedbacks and reviews. The RR Patron agrees that the ranking and performance rating shall be as per the sole opinion of RR and the same shall not be subject to dispute by the RR Patron. RR shall have the sole discretion to change the terms of the said policy from time to time.
  7. The RR Patron acknowledges that its performance may be ranked and measured in accordance with the RR Policies related to quality score [Insert hyperlink for the quality score policy], as may be communicated by RR from time to time, and the customer feedbacks and reviews. The RR Patron agrees that the ranking and performance rating shall be as per the sole opinion of RR and the same shall not be subject to dispute by the RR Patron. RR shall have the sole discretion to change the terms of the said policy from time to time
  8. Due to the nature of the Internet, RR cannot guarantee the continuous and uninterrupted availability and accessibility of the RR Platform. RR may restrict the availability of the RR Platform or certain areas or features thereof, if this is necessary in view of capacity limits, the security or integrity of our servers, or to carry out maintenance measures that ensure the proper or improved functioning of the RR Platform. RR may improve, enhance and modify the RR Platform and introduce new RR Services from time to time. In case of any such interruption, the RR Patron shall at all times honour the reservations made by RR customers on the RR Platform, OTA and all online/offline channels as the case may be.
  9. Property Listing

     The RR Patron shall, at all times, comply with respective terms and conditions associated with the use of the RR Platform, RR devices and Technological Know-how and acknowledges that Listing of the Property on RR Platform and other OTA’s is subject to RR on-boarding requirements and RR Policies. RR reserves the right to suspend, at any time, the Property listing from the RR Platform and other demand channels including OTA’s and make it unavailable for reservation by RR customers for reasons that are more particularly described under the Suspension of Listing clause. The revenue, inventory and booking management of the Property after the execution of this Agreement shall be managed by RR (including through its online and B2B sales channels). The RR Patron shall provide detailed particulars to RR on the Property and shall check the accuracy of all particulars on the RR Platform (including but not limited to name, location, map, amenities, etc.) and inform RR immediately of all discrepancies. The RR Patron agrees and acknowledges that in order to improve visibility of a Property on RR Platform and or any other websites, RR at the expense of the RR patron, shall have the right to take and publish pictures of the RR Patron’s Property during the validity of this Agreement. It is understood and agreed by the RR Patron that the intellectual property rights for all such images shall rest solely with RR and RR in no way claims/guarantees with respect to the performance or saleability of the Property on account of the inclusion of the aforementioned particulars or pictures on RR Platform and or any other online or offline channels.

 

  1. Corporate Channels

RR may offer rooms and/or banquets at the Property (with/without Value Added Services) to certain RR corporate guests / RR customers under its own name as part of the B2B demand generated by RR. For this channel, RR may purchase the Contracted Rooms for resale to RR corporate guests. The RR Patron shall comply with the terms of the agreement between RR and such RR corporate guests.

 

  1. Assured Check-in

The RR Patron acknowledges that guest servicing is a key responsibility under this Agreement and the RR Patron agrees and covenants that it shall not deny check-in to any RR customer under any circumstances at the Property (i) so long the RR customer possesses a valid booking for the Property, through the RR Platform, OTA and/ or online/offline channels, (ii) has complied with the terms of the booking and (iii) such bookings were made during the Term of this Agreement. If the RR Patron denies check-in to any RR customer (including during the suspension of listing on the RR Platform or termination of this Agreement, where the booking was made prior to such suspension or termination, as the case may be), then the cost of shifting or relocating such RR customers, cost of compensating the RR customers for inconvenience and/or payment of penalties/ compensation/ damages/fines levied by a court of law and/or any ancillary cost, etc., shall be solely borne by the RR Patron and to that extent the RR Patron will keep RR completely indemnified. RR has the right to offset/adjust such amounts against monies due or payable to the RR Patron and reserves the right to levy penalties and/or liquidated damages (whether monetary or non-monetary) for such check-in denial under RR Policies. The RR Patron’s breach of this provision shall amount to a material breach of the terms of this Agreement.

 

  1. Service Standards

The patron shall:

  1. operate the Property round the clock throughout the Term in accordance with the terms of this Agreement;
  2. shall maintain adequate staff to provide seamless services to RR customers;
  3. update itself on and and shall always comply with all the Applicable Laws and RR Policies;
  4. maintain a safe, hygienic, secure and sanitised Property at all times;
  5. take all adequate measures and be responsible for safety and security of the guests and all other persons present at the Property and guidelines under the RR Policies related to Safety & Security, including Emergency Response Protocols and
  6. extend its unconditional cooperation and support towards handling any RR customer complaints and request for information raised by law enforcement agencies at any time during the subsistence of this Agreement and even thereafter.
  1. Suspension of Listing
  2. a) Notwithstanding, anything to the contrary herein contained, RR reserves the right to suspend the RR Patron’s Property and thereby suspend access to all bookings for the Property (received through the RR Platform and / or other demand channels) till such time as the outstanding issues are resolved.
  3. b) Property may be suspended under the circumstances listed below or other such circumstances as RR deems fit:
  4. failure of RR Patron to comply with the RR Policies and the terms of this Agreement;
  5. any civil or criminal or tortious acts, commissions and omissions by the RR Patron, its employees, representatives, independent contractors;
  6. failure of RR Patron to comply with the Applicable Laws and regulations, including but not limited to obtain requisite Approvals as may be required to operate the Property or renewals thereof and/or maintain registers and records, etc.;
  7. any inquiry / investigation against RR Patron or the Property which is pending with the law enforcement agencies or any government department;
  8. risk of safety or security of RR customers, RR employees, representatives, officials including but not limited to threat or assault;
  9. ongoing business dispute with the RR Patron involving settlement and reconciliation of accounts;
  10. instances of force majeure that render a Property unfit for receiving reservations from RR customers;
  11. the Property has a continued low guest experience score;
  12. change in ownership of Property or if the RR Patron fails to perform its obligations under the ownership documents;
  13. Property is undergoing renovation;
  14. RR Patron undertakes acts of disparagement towards the business and/ or brand and/ or reputation and/ or goodwill of RR;
  15. Failure to maintain Secure deposits
  16. Any information provided by the RR Patron to RR, including on RR Platform, is found to be false, misleading or inaccurate; and
  17. For any other reasons such as denial of check in to guests who have valid bookings/ reservations, poor safety and hygiene etc.

 

  1. c) Notwithstanding, RR shall be absolved of all obligations under the Agreement for the duration in which the RR Patron’s Property is suspended. The RR Patron shall indemnify, defend and hold harmless RR, its officers, directors, employees, agents and assigns against all losses, damages, liabilities, costs or expenses arising out of any actions, disputes, litigations brought against RR by (including but not limited to) any customer, private or government authority on account of the RR patron’s breach of the terms herein or due to reasons that led to the RR Patron’s Property being suspended or issues that may arise at the RR Patron’s Property while the Property is suspended.

 

  1. Guest Stay Policies

The RR Patron shall communicate its guest stay policies to RR at the time of listing, which shall be evaluated by RR and implemented only in case the same are approved by RR. In such an event, the guest stay policies provided by the RR Patron shall be applicable in addition to the RR Policies related to guest bookings published by RR. In case of any inconsistency between the guest stay policies provided by the RR Patron and the RR Policies, the RR Policies shall prevail. Any proposed changes by the RR Patron to its own policies shall be communicated in advance to RR and the RR customer, and will not be implemented without prior written consent of RR. The RR Patron confirms that it shall honour all the commitments made in the booking voucher at all times.

 

Payment by guests: RR Patron agrees that he/she/it will accept both pre-paid and pay at property bookings of the guests, and RR reserves the right to establish and alter the ratio /percentage between pre-paid and pay at property bookings based on performance of the Property.

 

  1. PAYMENT AND RECONCILIATION
  2. All payments to the RR Patron will be made by RR directly to the account of RR Patron notified by the RR Patron to RR, upon completion of verification of the Account Information. RR shall not be held liable for any delay in processing the payments to the RR Patron due to incomplete Account Information and/or pendency of verification of the same
  3. Revenue Assurance: The RR Patron shall accurately provide all revenue details of the Property i.e. revenue generated by the Property in the preceding week/month to RR, including but not limited to Walk-in Revenue generated by the Property, and pay RR its Fees. The parties agree that the reconciliation cycle period may be changed at the sole discretion of RR, in which case such changes will be notified to the RR Patron in terms of clause 19 (j) below. Further, RR may from time to time establish standard operating procedures and policies under the RR Policies to enable and facilitate compliance with this clause, including incentives and/or penalties.
  4. RR shall provide a statement showing reconciliation of the accounts to the RR Patron. The RR Patron shall be required to raise any payment related issues within 7 (seven) days of receiving the reconciliation statement. All reconciliation statements shall be deemed accepted in the event no issue/dispute is raised by the RR Patron in the prescribed time. All issues pertaining to payment and reconciliation of accounts are a contractual matter and the Parties shall endeavour to resolve them amicably.
  5. The parties agree that RR reserves the right to introduce or remove various products and/ or services time and charge incremental fees and/ or commissions for such products and/ or services with prior notice to the RR Patron. The RR Patron acknowledges that such variation in fees or commissions by RR, will be commercially reasonable in nature. All terms and conditions associated with the new products and / or services shall be available in the RR Policies and communicated to the RR Patron separately. Furthermore, RR reserves the right to waive charges towards fee(s) and/ or commissions as commercially agreed with the RR Patron, eg. Walk-in Waiver.
  6. RR shall be entitled to offset any outstanding amounts that may be owed by the RR Patron to RR from time to time from the amount paid by the RR Patron under RR Secure. The RR Patron alone shall be responsible to maintain adequate balance as per this Agreement and RR Secure Policy in RR Secure throughout the entire term of this Agreement failing which RR shall have the right, at its own discretion, to suspend/terminate listing of the Property and/or shift the Property on mandatory prepayment option for bookings on the RR Platform. Upon expiry/termination of the Agreement, the balance amount due to the RR Patron, after making deductions (if any) shall be refunded by RR within 30 (thirty) days to the RR Patron
  7. RR Patron acknowledges that RR is entitled to charge Direct Guest Charges, which will not form part of the Revenue, and if collected by RR Patron from Guests the same shall be paid to RR.
  8. RR shall charge Platform Fees, and any fee towards VAS or any other additional services related to the usage of the RR Platform.

 

  1. INVOICING
  2. The RR Patron shall, for each valid booking, irrespective of its mode of payment (prepaid or pay at Property), issue a valid GST invoice with the full value of payment, to the RR customer in the manner set forth under this clause. If the RR Patron does not have a GSTN, then the RR Patron shall issue a non GST invoice to the RR customer. Notwithstanding the forgoing, the RR Patron shall remain liable to ensure compliance with all applicable tax laws including payment of all applicable taxes
  3. The parties agree that it shall at all times be the RR Patron’s obligation and responsibility to issue timely invoices to RR customers.A valid invoice must have the following components, unless otherwise required by law:
  4. Invoice Number
  5. 6-digit service code (SAC)
  6. Tax segregated as CGST + SGST
  7. GSTN Number (of person issuing invoice, if applicable)
  8. Place of Supply
  9. Date of issuance
  10. Valid Signature
  11. RR may offer sale of rooms with/without value added services to certain guests under its own name. In such cases RR Patron shall issue Tax Invoice/Bill of Supply in the name of RR. If GST credit on such invoices is not passed to RR, then RR will deduct the GST credit amount while making payment to the RR Patron.
  12. d) RR reserves the right to withhold and/or release applicable GST if the RR Patron does not hold a valid GST registration.
  13. e) If the RR Patron is registered for GST, it is mandatory for the RR Patron to share its GSTN with RR and include the same in all invoices to guest(s), failing which RR shall presume that RR Patron is not GST registered. If the RR Patron does not hold a valid GST registration, RR shall deduct applicable GST and deposit the same in the Govt. treasury and recover/withheld the same from the amount payable to the RR Patron, recover any shortfall thereof.

 

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