Guest Policies

• The primary guest must be at least 18 years of age to be able to check into the hotel.
• It is mandatory for 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 IC ,Driving License or Passport. Without Original copy of valid ID the guest will not be allowed to check-in.
• Stay of 1 child up to 5 years of age is complementary without the use of extra mattress.
• Extra mattress will be provided for triple occupancy bookings.
• Pets are not allowed in the hotel premises.
• Should any action by a guest be deemed inappropriate by the hotel, or if any inappropriate behaviour is brought to the attention of the hotel, the hotel reserves the right, after the allegations have been investigated, to take action against the guest.
• Certain destinations may have different policies for specific times during the year.
• Guests shall be liable for any damage, except normal wear and tear to Hotel asset. Guest shall keep the Hotel room in a good condition and maintain hygiene and cleanliness.
• Certain policies are booking specific and are informed to the customer while making the booking.
• We really take pride in keeping all our rooms fresh and clean, and discourage smoking in the rooms. In case guests wish to smoke, the Hotel Reception will be happy to help.
• Guests may be contacted closer to their check-in date to confirm the arrival status or arrival time through calls or messages. In case, we do not receive a response from the guest after multiple attempts, the booking may be put on hold or cancelled. In case of availability, OYO will try to reinstate your booking when you contact us back or make a payment through our multitude of payment options
• As we continue to strive to improve our services, OYO may reach out to guests to get a feedback of their experience through calls or messages
• Guest has to submit a refundable amount of 100 Ringgits as security deposit
• Heritage charges upto 2 Ringgits will be separately charged for Malacca and Penang city

• Extension of stay would be provided on current room rates, subject to availability.
• Current room rates can be different from the rates at which the rooms were booked.

Cancelling an OYO is as fast and easy as booking one.

We would love to host you but in case your plans change, our simple cancellation process makes sure you receive a quick confirmation and fast refunds. Our standard check-in time is 2 PM and you can check-in any time after that till your reservation is valid. We do not charge cancellation fees for bookings cancelled within 10 minutes of creating the same booking. Any amount paid will be refunded. Our cancellation policy changes depending on the city and dates being booked and is mentioned on the hotel details page on our website and app before making a booking. Please refer to the screenshots below highlighting the cancellation policy text:

​Consumer Website:

​Consumer Mobile App:

In case, no cancellation policy is mentioned on the hotel details page, the following cancellation policy shall apply:

​For bookings up to 3 rooms -

Cancellation Time	Cancellation Fee
24 hours or more prior to check-in time	Free cancellation (100% refund)
Less than 24 hours before check-in time	One night’s booking amount

On the date of check-in

In case you decide to cancel a booking after check-in time or do not show up at the hotel, charges for the first two nights or the complete booking amount, whichever is lower, shall be deducted.

Mid Stay Cancellations

In case you decide to shorten your booking post the check-in date, you will be charged for the next 24 hours after the official cancellation. Money for the remaining nights will be refunded.

​For bookings of 4 or more rooms -

You need to pay at least 25% of the booking amount as advance to make a booking for 4 or more rooms.

Cancellation Time	Cancellation Fee
30 days or more prior to check-in date	FREE Cancellation (100% refund)
Between 15 to 30 days of check-in date	50% advance amount
Less than 15 days of check-in date	100% advance amount

On the date of check-in

In case you do not show up at the hotel, no refund is applicable on the booking.

Mid Stay Cancellation

In case you decide to shorten your booking for 4 or more rooms post the check-in date, no refund is applicable on the booking.

How to Cancel

You can cancel your booking using our website or mobile app. You can also call us on +60 104 011 393 to cancel your booking. The applicable refund amount will be credited to you within 7-14 working days. OYO reserves the right to debit from OYO Money account, in case of cancellation amount being higher than money already paid by customer.

For bookings of more than 7 nights, guests have to settle all outstanding payments on a weekly basis. Hotel will be unable to provide further accommodation prior to settlement of the outstanding amount.

Sunrise Check-in (Guaranteed Early Check-in)

Some of our hotels provide guaranteed early check-in 8 AM onwards of check-in date. All hotels charge a nominal amount (up to 30% of average tariff). Please use the filter of Sunrise Check-in in app/web to select hotels that provide guaranteed early check-in. You may also call us on +60 104 011 393 to book with sunrise check-in.

Check-in Time	Early Check-in Charges
Before 8 AM	100% charges for one day payable as per room rates of the previous day (subject to availability)
8 AM to 2 PM	30% charges payable as per room rates of the previous day. Charges will be visible at the time of booking creation.

The above does not include charges for breakfast

Early Check-in​ (subject to availability):

In case you have not opted for Sunrise Check-in, early check-in will be subject to availability. Our standard check-in time is 2 PM. Extra charges will apply as per below policy:

Check-in Time	Early Check-in Charges
Before 8 AM	100% charges for one day payable as per room rates of the previous day
Between 8 AM to 2 PM	30% charges payable as per room rates of the previous day, depending on hotel policy

The above does not include charges for breakfast.

Late Check-out ​(subject to availability) -

Our standard check-out time is 12 Noon. Late check-out is subject to availability and cannot be confirmed in advance. Extra charges will apply as per the below policy:

Check-in Time	Early Check-in Charges
Between-12 Noon and 5PM	30% charges payable as per room rates of the next day, depending on hotel policy
After 5PM	100% charges payable as per room rates of the next day

• Hotel specific amenities are captured on the website and the app. Guests are advised to refer the same while booking.
• Hotels in hill stations may not have air conditioning due to weather conditions of the location.
• Hotels in remote locations may not have Wi-Fi connectivity due to unavailability of network in those regions.
• In some hotels, due to local conditions, unmarried/unrelated couples may not be allowed to check-in. Accommodation can be denied to guests posing as a couple if suitable proof of identification is not presented at the time of check-in.
• Hotels may deny check-in to guests providing ID proof of the same city as the hotel itself.
• Some hotels may deny entry of visitors to rooms. Please confirm with the hotel before inviting visitors into the rooms.