Cancellation & Refund Policy

This policy may apply to:

• Direct hotel bookings
• Website bookings
• Telephone bookings
• Email or WhatsApp bookings
• Online travel agency bookings
• Promotional bookings
• Group bookings
• Long-stay bookings
• Wedding bookings
• Corporate events
• Social events

Different booking categories may have different cancellation conditions.

The cancellation terms applicable to a reservation are displayed at the time of booking.

The cancellation date and the applicable refund or cancellation fee will be shared via the respective booking channel. These conditions are subject to guests' review before payment.

If a booking is made on a non-refundable rate, the payment made might not be refundable unless otherwise provided by law or by the hotel.

For standard room bookings, the applicable cancellation conditions will depend on the selected rate plan.

Cancellation Schedule

[Management to confirm final cancellation matrix.]

The final matrix should be displayed during booking so that guests can understand the applicable conditions before making payment.

Cancellation conditions may vary for promotional, discounted, advance-purchase or special rates. Any special rates which may not be cancelled or are subject to specific cancellation conditions will be advised at the time of booking.

If there is a specific mention of a non-refundable reservation, the payment may be lost if a reservation is canceled. All exceptions will be handled in accordance with the terms and conditions of booking, the hotel's approval and applicable law.

Guests may request a change to their check-in or check-out dates. Date changes are subject to:

• Availability
• Applicable rate
• Seasonality
• Booking conditions
• Difference in room tariff

If additional dates have a higher applicable rate, it may result in additional payment for the date modification.

Change of room category is subject to availability. If there is any variation in the applicable room rate, the guest will be responsible for the difference in applicable room rate.

If a guest does not check in on the scheduled date and has not cancelled the booking in accordance with the cancellation policy, it may be considered a no-show. No-show charges will apply under the relevant booking conditions.

If a guest checks out before the confirmed departure date, any refund will depend on the applicable rate plan and booking conditions. A guest is not automatically entitled to a refund for unused nights.

If a refund is granted, it will be processed through the relevant payment and booking methods. The refund process may be handled by the corresponding platform for bookings made via third-party platforms.

The timing of refunds can vary based on:

• Payment method
• Bank or payment gateway processing
• Booking channel
• Internal approval
• Applicable refund terms

Online travel agency and third-party bookings will follow the cancellation conditions shown by the platform concerned. Guests will need to check directly with the platform that controls the booking and payment.

Cancellation and payment terms for group reservations may differ. These conditions will be communicated to the group organiser when the booking is made. Group bookings can also be governed by a separate written agreement.

Commercial terms apply to bookings of weddings, conferences, corporate and social events and are subject to change at any time at the hotel's discretion. The signed event agreement will govern the applicable event cancellation conditions.

The event agreement can include:

• Advance payment
• Payment milestones
• Cancellation charges
• Postponement conditions
• Final guest count
• Venue requirements
• Vendor arrangements
• Refund conditions

Where circumstances beyond the reasonable control of the hotel materially affect the reservation or hotel operations, Excel Hotels & Resorts will review the situation according to the applicable booking terms and circumstances.

Such circumstances may include:

• Natural disasters
• Severe weather
• Government restrictions
• Public emergencies
• Major transportation disruptions
• Other events beyond reasonable hotel control

Any refund, date change or alternative arrangement will be subject to the applicable booking conditions and circumstances.

If the hotel is faced with operational, safety, regulatory or other factors beyond its reasonable control, it may cancel or change the reservation in extraordinary cases. If this happens, the hotel will contact the guest and offer a suitable solution based on the circumstances and the booking conditions.

If guests cancel their booking directly with the hotel, they should ensure that they receive confirmation. Unless cancelled through the appropriate booking channel, a request for cancellation is not in itself a cancellation.

For direct bookings, guests may contact:

• Excel Hotels & Resorts
• Phone: +91 9211301999
• Email: resv@excelhotelandresort.com

Guests should provide:

• Booking name
• Reservation number
• Check-in date
• Property name
• Contact number

For OTA bookings, cancellation should normally be completed through the platform used to make the reservation.

Excel Hotels & Resorts reserves the right to make changes to this Cancellation & Refund Policy at any time. The policy that applies to an existing reservation will generally be the policy that was communicated during the booking, subject to applicable law and terms of the reservation.