Cancellation, Refund & Booking Policy

1. About This Policy

This policy applies to accommodation bookings made directly with Hotel Panchavati Palace, subject to the specific terms communicated or confirmed at the time of booking.

For reservations made through third-party booking platforms or Online Travel Agencies (OTAs), the cancellation and refund conditions displayed by the respective platform at the time of booking may apply.

Where there is a difference between this general policy and the specific cancellation conditions attached to a confirmed reservation, the specific booking terms communicated at the time of reservation will generally apply, subject to applicable law.

2. Booking Confirmation

A booking enquiry or request does not automatically guarantee a reservation.

A reservation becomes confirmed when the hotel accepts the booking and, where applicable, the required advance payment or other booking formalities have been completed.

The hotel may request the following information for reservation purposes:

• Guest name
• Contact number
• Email address
• Check-in and check-out dates
• Number of guests
• Selected room category
• Identification details where required
• Payment or advance information where applicable

3. Cancellation by the Guest

Guests may request cancellation of their reservation by contacting the hotel using the contact details provided below.

Any refund or cancellation charge will depend on:

• The cancellation terms applicable to the reservation
• The date and time of cancellation
• The room category and booking conditions
• Whether an advance payment has been made
• The booking channel used
• Any special or promotional rate conditions

Guests are encouraged to cancel as early as possible if they are unable to travel.

4. Refund Eligibility

Where a reservation qualifies for a refund, the refundable amount will be determined according to the cancellation conditions applicable to that booking.

If a refund is approved, the hotel will initiate the refund to the original payment method where reasonably practicable.

The time taken for the refunded amount to appear in the guest’s account may depend on the payment provider, bank, card issuer, or third-party booking platform.

The hotel does not control processing times imposed by external payment providers.

5. Non-Refundable Bookings

Certain promotional, discounted, advance-purchase, or special-rate reservations may be offered on a non-refundable basis.

If a booking is explicitly identified as non-refundable at the time of reservation, cancellation may not qualify for a refund except where required by applicable law or where the hotel voluntarily approves an exception.

Guests should carefully review the applicable booking conditions before making payment.

6. No-Show Policy

If a guest does not arrive at the hotel on the scheduled check-in date without cancelling the reservation in accordance with the applicable cancellation terms, the booking may be treated as a no-show.

Depending on the booking conditions, a no-show may result in:

• Forfeiture of the advance payment; or
• Cancellation of the reservation without refund; or
• Other charges specified in the applicable booking terms.

Where a different no-show policy applies to a particular reservation, that policy will take precedence.

7. Early Departure

If a guest checks out before the originally confirmed departure date, the unused portion of the reservation is not automatically refundable.

Any refund or adjustment will depend on the applicable booking terms and the hotel’s approval, subject to applicable law.

Guests planning an early departure should contact hotel management as soon as possible.

8. Modification of a Reservation

Requests to change an existing reservation—such as changing the check-in date, check-out date, room category, or number of guests—are subject to availability.

A modification may result in:

• A change in room rate
• Additional charges
• A revised cancellation deadline
• A change in applicable booking conditions

A reservation is not considered modified until the hotel confirms the requested change.

9. Cancellation by the Hotel

In exceptional circumstances, the hotel may be required to cancel or modify a reservation due to circumstances beyond its reasonable control, operational requirements, safety concerns, government restrictions, or other circumstances permitted under applicable law.

Where the hotel cancels a confirmed reservation and a refund is due, the hotel will make reasonable efforts to provide an appropriate refund of amounts actually received for the cancelled accommodation, subject to the applicable booking terms and law.

10. Force Majeure and Exceptional Circumstances

The hotel may be unable to provide accommodation due to circumstances beyond its reasonable control, including natural disasters, severe weather, fire, flood, government restrictions, public emergencies, infrastructure failures, or other extraordinary events.

In such circumstances, the hotel will make reasonable efforts to communicate with affected guests and determine an appropriate resolution in accordance with applicable booking terms and law.

11. Bookings Through Third-Party OTAs

If your reservation was made through an online travel agency or booking platform, such as a hotel booking website, you should generally initiate cancellation or refund requests through the same platform.

Third-party platforms operate independently and may have their own cancellation deadlines, refund rules, no-show policies, payment procedures, modification charges, and promotional-rate conditions.

Hotel Panchavati Palace cannot guarantee the refund timelines or processing procedures of third-party platforms.

12. Payment Processing

Where online or electronic payment is accepted, payments may be processed by a third-party payment gateway, bank, booking platform, or other payment service provider.

The hotel’s ability to process refunds may therefore depend on the relevant payment provider.

Any payment-processing charges imposed by a third party may be subject to that provider’s terms and applicable law.

13. Taxes and Charges

Where applicable, refunds will be calculated based on the amount and components of the original booking transaction.

Taxes, service charges, payment-processing charges, or other fees may be treated according to the applicable booking terms, payment provider rules, and applicable law.

14. Refund Processing Time

Once a refund has been approved and initiated by the hotel, the actual credit to the guest’s account may take additional time depending on the payment method and financial institution.

The hotel will not be responsible for delays caused solely by:

• Banks
• Card issuers
• Payment gateways
• Booking platforms
• Other third-party financial service providers

Guests should retain their booking confirmation and payment details until the refund has been successfully credited.

15. Special Requests and Exceptions

Any exception to the applicable cancellation or refund terms is subject to hotel approval.

Requests arising from unexpected travel circumstances may be considered on a case-by-case basis, but approval of an exception is not guaranteed.

Where an exception is granted, the hotel may communicate the revised terms directly to the guest.

16. Disputes Regarding Payments or Refunds

If you believe that a refund due under your booking conditions has not been received, please contact Hotel Panchavati Palace with:

• Guest name
• Booking reference, if available
• Check-in and check-out dates
• Payment details or transaction reference
• Details of the issue

We will review the matter and provide an appropriate response.

For bookings made through a third-party OTA, guests may also need to contact that platform directly.

17. Contact Us

For cancellation, modification, payment, or refund-related enquiries, please contact:

18. Changes to This Policy

Hotel Panchavati Palace may update this Cancellation, Refund & Booking Policy from time to time to reflect changes in our booking procedures, services, payment arrangements, or applicable legal requirements.

The latest version will be published on this page with the updated “Last updated” date.