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Booking Terms & Guest Policy

Welcome to Twamev Group of Hotels

1. Acceptance of Terms and Conditions

By proceeding with a reservation through our official website, the guest expressly acknowledges, understands, and agrees to be legally bound by the following Terms and Conditions. Acceptance is confirmed upon clicking “I Accept” during the booking process. Any reservation attempt made without such acceptance shall be deemed invalid and unenforceable.

2. Formation of Contract

A legally binding agreement is established between the Guest and Twamev Group of Hotels (hereinafter referred to as “the Hotel”) upon issuance of a valid Booking Reference Number. The Hotel reserves the absolute right, at its sole discretion and without obligation to provide justification, to refuse or cancel any reservation.

3. Reservation Guidelines

• All bookings are strictly non-transferable and may not be sold, assigned, or reassigned under any circumstances. Any violation shall result in immediate cancellation without refund.
• Guests making reservations on behalf of others assume full legal responsibility for compliance with these terms by all occupants.
• The minimum legal age to independently make or hold a reservation is 18 years. Guests below this age must be accompanied by a parent or legal guardian.
• Post-confirmation changes to guest names or substitutions are not permitted.
• Reservations of five (5) rooms or more for the same date shall be treated as Group Bookings and shall be governed by special terms.
• Add-on services and ancillary amenities are subject to availability and are non-transferable. In case of non-availability, only the amount paid for the specific add-on shall be refunded.

4. Room Rates and Payment Terms

• Applicable tariffs shall be those displayed on the official website at the time of booking.
• Full advance payment is mandatory unless explicitly waived in writing by the Hotel.
• All guests must present a valid government-issued photo ID, along with the payment card used for booking, where applicable.

5. Check-in and Check-out Protocol

• Check-in: After 12:00 PM
• Check-out: By 11:00 AM
• Early check-in is subject to availability and approval by the Duty Manager.

Identification Requirements:

• Indian Nationals: Valid photo ID with address proof (Voter ID, Passport, Driving License, or masked Aadhaar).
• Foreign Nationals: Valid passport and visa as per statutory requirements.

6. General Conduct and Hotel Policy

• The Hotel shall not be liable for loss or damage to valuables not secured in the in-room safe.
• Visitors are strictly prohibited inside guest rooms for safety and security reasons.
• The Hotel reserves the right to levy charges for any willful or negligent damage to property.
• Any unlawful or criminal activity (including substance abuse, possession of prohibited items, or solicitation) will result in immediate eviction and reporting to relevant authorities.
• Smoking is strictly prohibited within the premises. Violations will attract cleaning charges and may result in legal action.

7. Room Occupancy and Guest Responsibilities

• Occupancy limits per room category must be strictly observed.
• One child below 5 years may stay free of charge when sharing existing bedding.
• Children must not be left unattended at any time.
• Failure to maintain hygiene standards or adhere to conduct guidelines may lead to termination of stay without refund.

8. Cancellation, Amendment & No-show Policy

Cancellation

• Free cancellation is permitted only if made at least 48 hours prior to the scheduled check-in time (11:00 AM).
• Cancellations within 48 hours shall incur a penalty equivalent to one night’s room charge.
• Add-on services, if any, shall be refunded in full.
• Eligible refunds will be processed to the original payment method within 20 working days.

Modification of Bookings

• Modifications requested up to 48 hours before check-in are allowed without administrative charges.
• Modifications within 48 hours shall be treated as cancellations followed by new bookings and will attract applicable penalties.
• All upgrades are subject to availability and prevailing tariff rates.

No-show

• Failure to arrive without prior notice or approved modification will result in 100% forfeiture of the booking amount.

9. Statutory Billing & GST Compliance

Guests requiring a GST-compliant invoice must provide a valid GSTIN at the time of check-in. Requests for retrospective changes will not be entertained.

10. Special Terms for Group Reservations

• Cancellations of Group Bookings made within 30 calendar days of check-in shall result in full forfeiture of the amount paid.
• Additional rooms or services may be accommodated subject to availability and prevailing rates.

12. Twamev Assurance (Quality Guarantee)

Our Commitment

In the rare instance of compromised room quality, Twamev Group of Hotels offers a redressal mechanism under defined conditions.

Eligibility Conditions

• Unclean or stained bedding
• Damp, uncomfortable, or unhygienic mattresses
• Unclean or unhygienic bathrooms
• Inadequate water pressure or hot water issues

Process for Invocation

• Issues related to bedding or bathroom cleanliness must be reported within 30 minutes of check-in.
• Shower-related issues must be reported immediately upon discovery.
• An internal assessment with photographic evidence will be conducted.
• Depending on findings, the Hotel may offer a room change or cancellation with refund.

All refunds will be processed strictly through the original payment method. Cash refunds are not permitted.