Term & conditions for users

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 CITYROOM includes its affiliates, employees and officers. “Hotel” refers to the hotel or home in which you have made a valid booking through Cityroom.

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. CITYROOM 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 CITYROOM immediately. CITYROOM will verify the issue with the Hotel and post verification, you would be provided the following assistance:
   
   a. CITYROOM will try to arrange for accommodation in the same Hotel
   
   b. CITYROOM will try to provide you with alternate accommodation in its other listed properties if the same is available.
   
   c. If CITYROOM is unable to provide alternative accommodation or you do not accept such alternate accommodation, you may be offered full refund.
   
   d. CITYROOM will not be liable for compensation beyond your booking payment.
5. Unless specifically intimated, CITYROOM 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 CITYROOM.

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.

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, CITYROOM 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.

Code of Conduct:

1. Illegal activities are not permitted in any CITYROOM Hotel.
2. You should be aware that the Hotel may refuse service or evict you
   a) For refusal or failure to pay for accommodation,
   b) If you act in a disorderly fashion as to disturb the peace of other guests,
   c) If you destroy, damage, deface or threaten harm to hotel property or guests,
   d) Any of your actions are deemed inappropriate by the Hotel.
3. Please keep the Hotel room in a good condition and maintain hygiene and cleanliness. You may be held liable for any damage to Hotel assets (except normal wear and tear).

Smoking, Drugs and Alcohol

1. Smoking is prohibited in CITYROOM 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 CITYROOM 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.

Safety and Security

• 1. For your own safety, please follow fire safety and emergency response procedures as directed by Hotel staff.
• 2. CITYROOM/Hotel are not liable for lost, misplaced, damaged or stolen valuables or belongings.
• 3. Keeping your safety in mind, a SOS button is provided which gets activated in the CITYROOM app upon check-in. This SOS button can be used in case of emergency. The Screenshot of the same is provided below.

Contact Policies:

1. You may be contacted any time before your check-in date to confirm your arrival status/arrival time through calls or messages. If CITYROOM does not receive a response from you after multiple attempts, your booking may be put on hold or cancelled. CITYROOM will reinstate your booking when you contact us back or make a payment through our secure payment options, subject to availability.
2. As we continue to strive to improve our services, we may reach out to you for your feedback on your experience through calls or messages.
3. We might reach out to you for offers.

Refund and Cancellation Policy:

• You can cancel your booking using the CITYROOM website or mobile app.
• Full Refund- The guest can cancel free of charge until 48 hours before arrival or check in time at the hotel.
• The guest will be charged 25% of the total price if they cancel after 48 hrs and before 24hrs on the day of arrival or check in at the hotel.
• The guest will be charged 50% of the total price if they cancel within 24 hrs and before the 12 hrs of check in time to the hotel.
• The guest will be charged 100% of the total price if they cancel within 12-00 hrs on the before check in to the hotel
• The applicable refund amount will be credited to you within 7-14 working days. CITYROOM reserves the right to debit from CITYROOM 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 dishonored by the Hotel, CITYROOM 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 CITYROOM shall be under no obligation to refund any amount to the Guest.

Beware of Fraud:

1. CITYROOM does not authorise any of its employees, consultants, third-party vendors, associates to collect payment in any other form other than payments from secure CITYROOM gateway and its affiliated OTA payment gateway links.
2. Any instances where collection of payment is attempted from any unauthorized payment gateways other than the ones mentioned above are acts of fraud. Encountering and acting on the same is solely on your own accord and discretion. CITYROOM will not be responsible for any loss/liability arising out of such an event.