Guest Policies

GENERAL TERMS AND CONDITIONS


  • The primary guest must be above the age of 16 years to be able to check-in the hotel.

  • It is mandatory for guests to present a valid photo identification document at the time of check-in. The identification proofs accepted are National ID card ( Chung Minh Nhan Dan ) ,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 the age of 5 years is complementary without the use of an extra bed. Breakfast charges may still be applicable for the child.

  • 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 staff, the hotel reserves the right to take action against the guest after the allegations have been investigated.

  • A discounted booking cannot be modified. Additionally, in the case of an early check-out for such a booking, the booking amount paid cannot be refunded.

  • Our hotels in certain destinations may have different policies applicable 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.

  • 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

BOOKING EXTENSION POLICY


  • Extension of a booking would be provided on current room rates and are subject to availability.

  • Current room rates can be different from the rates at which the rooms were first booked.

CANCELLATION POLICY

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.

​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

Before check-in

We will refund the full booking amount for any booking canceled up to 24 hours prior to the scheduled check in date. For any cancellation within 24 hours of scheduled booking, you will be charged the booking amount for one night.

On the date of check-in

In case you decide to cancel a booking after the 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

During your stay, in case you decide to shorten your booking before 2 pm, you will be charged for one night. In case you decide to shorten your booking after 2 pm, you will be charged for next two nights. Money paid for the remaining nights will be refunded as per the refund policy.

​For bookings of 4 or more rooms -

When booking for 4 or more rooms, you will need to pay at least 25% of the booking amount as an advance to have a confirmed booking.

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 at +842844581611 to cancel your booking. The applicable refund amount will be credited to your account within 14 working days.

PAYMENT POLICY

For bookings of more than 7 nights, guests will 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.

EARLY CHECK-IN AND LATE CHECK-OUT

Early Check-in​ (subject to availability):

Our standard check-in time is 2 PM. Early check-in will be subject to availability.Extra charges will apply as per below policy:

Check-in Time Early Check-in Charges
Before 6AM 100% charges for one day payable as per room rates of the previous day
Between 6AM and 12 PM 30% charges payable as per room rates of the previous day, depending on hotel policy
Between 12 PM and 2PM Complimentary

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-out Time Late Check-out Charges
Between 12 PM - 2PM Complimentary
Between 2 PM and 6 PM 30% charges payable as per room rates of the next day, depending on hotel policy
After 6 PM 100% charges payable as per room rates of the next day

HOTEL SPECIFIC POLICIES


  • Hotel specific amenities are captured on the website and the app. Guests are advised to refer the same before booking.

  • Some hotels may deny entry of visitors to rooms. We would request you to please confirm with the hotel before inviting visitors into the rooms.