About CITYROOM.IN
1. When you book an accommodation, flight, tour package  or attraction CITYROOM  provides and is responsible for the Platform – but not the Travel Experience itself (section A4.3).

2. When you book a rental car or private or public transport, CITYROOM.IN Transport Limited provides and is responsible for the Platform – but not the Travel Experience itself (section A4.3).

3. We work with companies that provide local support services (e.g. Customer Support or account management). They don’t:

• control or manage our Platform
• have their own Platform
• have any legal or contractual relationship with you
• provide Travel Experiences
• represent us, or enter into contracts, or accept legal documents in our name
• operate as our ‘process or service agents’.

Our Platform

1. We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so or have been negligent, we can’t be held responsible for any errors, interruptions, or missing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware.

2. Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc.

3. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience.

4. To make a booking, you may need to create an Account. Please make sure all your info (including payment and contact details) is correct and up to date, or you might find you can’t access your Travel Experience(s). You’re responsible for anything that happens with your Account, so please don’t let anyone else use it, and please keep your username and password secret.

5. We will show you the offers available to you in (what we think is) the right language for you. You can change to another language whenever you like.

6. Unless otherwise indicated, you must be at least 18 to use the Platform.

Our values

1. You will: abide by  comply with all applicable laws

• cooperate with any anti-fraud/anti-money laundering checks we need to carry out
• not use the Platform to cause a nuisance or make fake bookings
• use the Travel Experience and/or Platform for their intended purpose
• Not cause any nuisance or damage, and not behave inappropriately to the Service Provider’s personnel (or anyone else, for that matter).

Prices

1. When you make a booking, you agree to pay the cost of the Travel Experience, including any charges and taxes that may apply.

2. Some of the prices may have been rounded to the nearest whole number. The price you pay will be based on the original, 'non-rounded' price (although the actual difference will be tiny anyway).

3. Obvious errors and obvious misprints are not binding. For example, if you book a premium car or a night in a luxury suite mistakenly offered for €1, your booking may be cancelled, and we’ll refund anything you’ve paid. We will remove obvious pricing errors as soon as we become aware.

4. A crossed-out price indicates the price of a like-for-like booking without the price reduction applied (‘like-for-like’ means same dates, same policies, same quality of accommodation/vehicle/class of travel, etc.).

Payment

1. For some products/services, the Service Provider will require an upfront payment and/or payment during your Travel Experience.

• If we organise your payment, we (or, in some cases, our affiliate) will be responsible for managing it and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes the final settlement of the 'due and payable' price.
• If the Service Provider charges you, this will usually be in person at the start of your Travel Experience, but it could also be, for example, that your credit card is charged when you book or you pay when you check out of your Accommodation. This depends on the Service Provider's upfront payment policy, as communicated to you in the booking process.

2. If the Service Provider requires an upfront payment, it may be taken or pre-authorised when you make your booking, and it may be non-refundable. So, before you book, please check the Service Provider’s upfront payments policy (available during the booking process), which we don’t influence and aren’t responsible for. This does not affect your rights if you have any problems with your Travel Experience – please refer to ‘What if something goes wrong?’ (A16).

3. If your payment method is denominated in a currency* different from the payment currency, your bank or payment method provider (or their payment services providers) may charge you additional fees. For example, this could happen if your credit card is in Euros, but your hotel is charging you in dollars. If this is going to happen, we’ll inform you during the booking process.* This refers to the default currency of your payment method.

4. If you know of or suspect any fraudulent behaviour or unauthorised use of your Payment Method, please contact your payment provider as soon as possible.

5. If the currency selected on the Platform isn't the same as the Service Provider's currency, we may:

• show prices in your own currency
• offer you the Pay In Your Own Currency option.

6. Pay In Your Own Currency. We (and/or one of our affiliates) may provide you with the ability to pay for your booking in your own currency (your ‘home currency’), based on your location and/or account setting – and in respect of this service only; we do this as principal, rather than as agent for the Service Provider. Where you use this service, you agree to the following terms, which are separate to your contract with the Service Provider related to your Travel Experience. The Service Provider is not involved in the provision of the Pay In Your Own Currency service and is not party to the following terms, which do not give you any extra rights under your contract with the Service Provider. If you choose to pay in the Service Provider’s currency, the following terms don’t apply.

• For the avoidance of doubt, when you use Pay In Your Own Currency, we are simply enabling you to make payment in your own currency while we ensure that the Service Provider is paid in their local currency. As such, you are not making payment in one currency and receiving another currency.
• If you choose to use Pay In Your Own Currency, all fees and charges from us for use of the Pay In Your Own Currency service either (a) are included in the exchange rate or (b) appear as a separate line item (included in the total price displayed where applicable) during the checkout process.
• The exchange rate is determined when the total payment (or estimated total payment) is displayed during the checkout process. Where applicable, the total price displayed will be the amount charged by us to you. Certain fees and charges that are part of the total price displayed will, however, be collected directly by the Service Provider. We will tell you when this is the case during the checkout process.
• If you cancel a reservation within any permitted cancellation period which may apply, we will refund you the exact same amount we initially charged you (inclusive of any applicable fees in relation to the Pay in Your Own Currency Service).

7. After collecting your consent, We will store your payment method details for future transactions.

Policies

1. When you make a booking, you accept the applicable policies as displayed in the booking process. You'll find each Service Provider's cancellation policy and any other policies (about age requirements, security/damage deposits, additional supplements for group bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages, during the booking process, in the fine print, and in the confirmation email or ticket (if applicable).

2. If you cancel a booking or don’t show up, any cancellation/no-show fee and any refund will depend on the Service Provider’s cancellation/no-show policy.

3. Some bookings can’t be cancelled for free, while others can only be cancelled for free before a deadline.

4. If you book a Travel Experience by paying in advance (including all price components and/or a damage deposit if applicable), the Service Provider may cancel the booking without notice if they can't collect the balance on the specified date. If they do cancel, any non-refundable payment you’ve made will only be refunded at their discretion. It's your responsibility to make sure the payment goes ahead on time (that your bank, debit card or credit card details are correct and that there's enough money available in your account).

5. If you think you're not going to arrive on time, please contact your Service Provider and tell them when they can expect you. It’s your responsibility to ensure you’re on time, and if you aren’t, we are not responsible for any associated costs (e.g. the cancellation of your booking, or any fees the Service Provider may charge).

6. As the person making the booking, you are responsible for the actions and behaviour (in relation to the Travel Experience) of everyone in the group. You are also responsible for obtaining their permission before providing us with their personal data.

Accessibility requests

1. If you have any accessibility requests:

• about our Platform and/or services, please contact our Customer Service team
• about your Travel Experience (wheelchair access, walk-in baths, etc.), please contact your Service Provider or the airport, train station, etc.

 Insurance

1. If you have bought insurance through our Platform, please refer to the policy document(s) for the terms and further information. These Terms do not apply to insurance.

Refer and Earn Policy

 

Every Spend Rs. 1000 Get 10 points (on self spend)

• Invite a friend to cityroom
• That friend spends 1000 Rupees or more booking their first lesson.
• After they finish their lesson, you receive a 50 wallet points and more than up to 1-5 booking times booking 50 wallet money.

 

1. The following types of reservations made through CITYROOM.IN are excluded from the Genius programme: Cruises, Insurance, public transport and free options. Any additional purchases such as room upgrades for stays, child seats for rental cars, and additional luggage for flights will not incur Genius discounts.

2. We may change any feature of the Genius programme, including the membership levels, eligible booking types for progression, and the way the programme is structured.

3 To ensure a fair and secure programme, we may investigate instances of fraud, misuse, or abuse. This may result in a membership being cancelled and earned rewards being lost.

 

General Booking terms:

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:

Check-in Time	Early Check-in Charges
Before 6 AM	100% charges for one day payable as per room rates for the previous day
Between 6 AM and 10 AM	0% to 30% charges payable as per room rates for the previous day,  depending on hotel policy
Between 10 AM and 12 Noon	Complimentary

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:

Check-out Time	Late Check-out Charges
Between 11 AM and 1 PM	Complimentary
Between 1 PM and 5 PM	Upto 30% of the room rate for the day, depending on hotel policy
After 5 PM	100% of the room rate for the day

 

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:

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.

1. 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.
2. 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 authorize 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.