Refund Policy

Refund Policy

1. General Overview:

Our goal is to provide a pleasant and comfortable stay for every guest. However, we understand that situations may arise where a guest may need to cancel their reservation or request a refund. The following outlines the conditions under which a refund may be processed.

2. Refund Eligibility:

Refunds will be considered under the following circumstances:

  • Cancellation by Guest: If the guest cancels their booking within the specified cancellation window, they may be eligible for a full or partial refund as outlined below.
  • Overbooking or Room Availability Issues: If the hotel is unable to provide the reserved accommodation due to overbooking, maintenance issues, or other circumstances beyond the guest’s control, a full refund will be issued, or the guest may be offered an alternative accommodation of equal or higher value at no additional charge.
  • Hotel Service Failure: If the guest experiences significant dissatisfaction with the service (e.g., cleanliness issues, safety concerns) and the matter is not resolved during their stay, a partial or full refund may be issued at the discretion of management, after an assessment of the situation.
  • Force Majeure: In case of unforeseen events such as natural disasters, strikes, government regulations, or other situations that prevent the hotel from providing the booked services, a full refund or alternative accommodation will be offered.

3. Cancellation and Refund Process:

A. Standard Cancellation Policy:

  • Full Refund: A full refund will be provided if the cancellation is made at least  days prior to the check-in date.
  • No Refund: No refund will be issued for cancellations made within 48 hours before the scheduled check-in time or for no-shows.

B. Special Offers and Non-Refundable Rates:

  • Some promotional rates, packages, or discounted bookings may be non-refundable. These terms will be clearly stated at the time of booking and cannot be modified or refunded once booked.

C. Group Bookings and Events:

  • Group reservations and event bookings may have different cancellation and refund terms, depending on the size of the booking and the specific event contract. Please refer to the individual contract for group bookings.

D. No-Show Policy:

  • If a guest fails to show up on the check-in date and has not cancelled the reservation in advance, no refund will be issued. The full amount of the stay may be charged.

4. Refund Request Procedure:

To request a refund, guests must:

  1. Submit a Request: Contact the hotel’s customer service or reservations team by phone, email, or the hotel’s online contact form. Please include your booking reference number, full name, and the reason for the refund request.
  2. Verification: The hotel will verify the booking details and the reason for the refund request. Depending on the nature of the request, further documentation or evidence may be required (e.g., proof of cancellation, emergency situations, or issues with accommodation).
  3. Approval: Refund requests will be reviewed and processed within 5 business days of submission. Once a decision is made, the guest will be notified via email or phone, and the refund will be processed through the original payment method.
  4. Refund Processing Time: Refunds, once approved, may take up to 7-10  business days to reflect in the guest’s account, depending on the payment method and the guest’s bank or credit card company.

5. Refund Method:

  • Refunds will be issued to the same payment method used during the booking process (e.g., credit/debit card, UPI, bank transfer). If the original payment method is no longer valid, the guest will be contacted for an alternative refund method.

6. Exceptions to Refund Policy:

Refunds will not be issued in the following circumstances:

  • Early Check-Out: If the guest checks out earlier than originally planned, no refund will be provided for unused nights.
  • Guest Conduct: If the guest is evicted due to violations of hotel policies (e.g., disruptive behaviour, non-payment, damage to property), no refund will be issued.
  • Non-Refundable Rates: Bookings made under non-refundable promotional rates or packages are not eligible for refunds.

7. Disputes and Complaints:

If the guest is dissatisfied with the outcome of the refund request, they may submit a formal complaint to the hotel’s management team. The management team will review the situation and provide a final decision.

Contact Information for Refund Requests:

For any questions or to initiate a refund request, please contact us:

  • Hotel Name: ATHI RESORTS
  • Phone Number: 8380072282
  • Email Address: ATHIRESORTGOA@GMAIL.COM
  • Website: www.athiresortsgoa.com