Terms and Conditions

1. Standard Booking Policy (Default)

This governs direct bookings —company website, WhatsApp, phone, walk-in.

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Confirmation and Payment

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Reservations are confirmed upon receipt of advance payment of 50% of the total stay amount. The remaining 50% is payable at check-in. Reservations made without advance payment are held for 4 hours only and thereafter released unless confirmed by the guest.

Payment may be made by UPI, bank transfer, credit card, debit card, or cash. A GST invoice is issued for every confirmed reservation.

 

Check-In and Check-Out

 

Standard check-in time is 12:00 noon. Standard check-out time is 11:00 AM. Early check-in and late check-out are subject to room availability and may attract additional charges. Early check-in before

06:00 AM will be charged as one additional room night.

 

Guest Identification

 

All guests must present a valid government-issued photo identity document at check-in — Aadhaar card, PAN card, passport, voter ID, or driving licence. Foreign nationals must present a valid passport and visa. This is a mandatory regulatory requirement under the Sarai Act and cannot be waived.

 

Child Policy

 

Children aged 0 to 5 years stay free of charge sharing existing bedding with parents (no extra bed).

 

Children aged 5 to 12 years are charged 50% of the applicable extra bed rate. Guests aged 12 years and above are charged as adults.

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Group Bookings

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Bookings of 5 rooms or more are considered group bookings. Group reservations require 100% advance payment at the time of confirmation and are governed by a separate group booking agreement.

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2. Standard Cancellation Policy (Default)

This governs cancellations on direct bookings.

Regular Season (September through April excluding peak dates)

Cancellation 72 hours or more before check-in date: Full refund of advance payment, less a processing charge of ₹500 per room.

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Cancellation between 24 and 72 hours before check-in: 50% of the total booking amount is forfeited.

 

Cancellation within 24 hours of check-in: 100% of the total booking amount is forfeited (equivalent to full first night plus any remaining advance).

 

Off Season (May through August)

 

Cancellation 48 hours or more before check-in: Full refund of advance payment, less a processing charge of ₹200 per room.

Cancellation within 48 hours of check-in: First night room charge is forfeited.

 

Peak and Festival Dates

 

Peak dates include Ram Navami, Chaitra Navratri (full 9 days), Deepotsav and Diwali (3 days prior through 1 day after), Kartik Purnima, New Year (28 December through 2 January), Vivah Panchami, Republic Day weekend, and Holi weekend.

 

On peak dates: Cancellation 7 days or more before check-in — full refund less ₹500 processing charge per room. Cancellation between 3 and 7 days — 50% forfeited. Cancellation within 72 hours — 100% forfeited. No exceptions.

 

Modification of Booking

 

Date changes are treated as a cancellation and fresh booking. The cancellation policy applicable to the original booking date applies.

 

Refund Processing

 

Approved refunds are processed within 7 working days to the original payment instrument. UPI and bank transfer refunds are typically credited within 3 to 5 working days. No cash refunds are issued for online payments.

3. Standard No Show Policy (Default)

This is for guests who book, confirm, pay advance, and simply do not arrive.

 

Definition

 

A no-show is a confirmed reservation where the guest does not arrive by 11:59 PM on the scheduled check-in date and has not contacted the property to inform of a delay or cancellation.

 

Charge

 

The full amount for the first night of the booking is charged and forfeited in the case of a no-show. The advance payment is applied against this charge. If the advance payment is less than the first night room rate, the balance is charged to the credit card or payment instrument on file.

 

Subsequent Nights

 

In the event of a no-show, the property reserves the right to cancel the remaining nights of the reservation and release the rooms for sale. Any advance paid for subsequent nights (beyond the first night no-show charge) will be refunded within 7 working days.

 

Peak and Festival Dates

 

On peak dates as defined above, the full amount of the entire reservation is forfeited in case of a no-show. Given the extremely limited availability on festival dates and the direct displacement of other bookings, no exceptions or partial refunds are possible.

 

Late Arrival

 

Guests expecting to arrive after 10:00 PM must notify the property by phone or WhatsApp. A room will be held until 11:59 PM on the check-in date for guests who have communicated their late arrival. Rooms will be released and no-show policy applied after 11:59 PM without prior communication.

4. Booking Policy (OTA)

This governs bookings received through Yatra, ixigo, MakeMyTrip, Booking.com, and other online travel agencies.

 

Confirmation

 

OTA bookings are confirmed automatically upon completion of the booking process on the respective platform. No separate confirmation from the property is required or issued for OTA bookings. The booking confirmation issued by the OTA is valid proof of reservation.

 

Payment

 

Payment terms vary by OTA platform and are governed by the respective platform agreement:

For ixigo: Payment is collected by ixigo one day prior to check-in and remitted to the property per the agreed settlement cycle.

 

For Yatra and other platforms: Payment is collected as per the respective platform’s standard collection mechanism and remitted post-checkout per the agreed settlement cycle.

 

Guests booking through OTAs should refer to the payment terms shown at the time of booking on the respective platform.

 

Check-In Requirements

 

All guests must present: the original OTA booking confirmation (printed or digital), a valid government-issued photo ID matching the primary guest name on the booking, and the credit or debit card used for booking (where applicable per OTA policy).

 

In the absence of valid ID, check-in will be refused and the booking will be treated as a no-show per the applicable policy.

 

Rates and Availability

 

OTA rates reflect the published tariff at the time of booking. Rate parity is maintained across all platforms per contractual requirements. The property does not offer lower rates directly to guests who have booked through an OTA.

 

Meal Plans

 

The meal plan (EP, CP, MAP, or AP) applicable to an OTA booking is as stated on the booking confirmation. Upgrades to higher meal plans may be purchased at check-in at the applicable rate.

5. Cancellation Policy (OTA)

Governs cancellations on OTA bookings. Must align with your Yatra and ixigo agreements.

 

General Principle

 

Cancellation of OTA bookings must be processed through the same OTA platform on which the booking was made. The property cannot process cancellations or issue refunds directly for OTA bookings — all refunds flow through the OTA platform per their refund policies and timelines.

 

Standard Cancellation Window

 

In alignment with the property’s contracted OTA agreements:

Free cancellation: Available on most bookings if cancelled more than 48 hours before the check-in date, subject to the specific cancellation terms shown on the booking confirmation at the time of booking.

 

Cancellation within 24 hours of check-in: One night’s room charge is retained. No refund of the first night amount.

 

Peak and Festival Dates

 

On peak festival dates (Ram Navami, Deepotsav/Diwali, Kartik Purnima, New Year, Vivah Panchami, and Republic Day weekend), the following applies:

 

Cancellation more than 7 days before check-in: Subject to OTA platform policy — typically free cancellation where offered.

Cancellation within 7 days: One night retention applies.

Cancellation within 72 hours: Full booking amount is retained.

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Important Note for OTA Guests

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The exact cancellation terms applicable to a specific booking are those displayed on the OTA platform at the time of booking. In case of any conflict between the above and the OTA-displayed terms, the OTA-displayed terms govern for that specific booking. Guests are advised to read the cancellation policy carefully before confirming any booking.

 

Non-Refundable Rate Bookings

 

Where a guest has booked a non-refundable or promotional rate through an OTA, no refund is applicable under any circumstances including date changes, early departure, or guest request. The full booking amount is retained.

6. Standard No Show Policy (OTA)

For OTA bookings where the guest simply does not arrive.

 

Definition

 

An OTA no-show is a confirmed OTA booking where the guest does not arrive by 11:59 PM on the check-in date and has not contacted the property directly or cancelled through the OTA platform.

 

Charge

 

One full night’s room charge at the booked rate is retained by the property as the no-show fee. This is deducted from the payment collected or due from the OTA platform as per the settlement agreement.

 

Process

 

The property will mark the booking as a no-show in the Hotelogix PMS and notify the OTA platform through the channel manager or extranet by 09:00 AM on the morning following the no-show date. The OTA platform will process the no-show charge as per their settlement terms with the guest.

 

Subsequent Nights

 

The property reserves the right to release all remaining nights of a no-show OTA booking and mark them as available for resale by 09:00 AM on the day following the no-show.

 

Peak and Festival Dates

 

On peak festival dates, the full booking amount for the entire reservation is retained as the no-show charge, subject to the specific terms of the relevant OTA platform agreement. The property will communicate this through the OTA extranet immediately upon declaring a no-show.

 

Late Arrival Communication

 

OTA guests expecting late arrival must contact the property directly by phone or WhatsApp at the number provided in the booking confirmation. A room is held until 11:59 PM on the check-in date for guests who have communicated their late arrival. After 11:59 PM without communication, the booking is declared a no-show.

7. General Hotel Terms

7.1 Acceptance of Terms

By making a reservation, checking in, using the hotel website, or staying at the property, the guest agrees to comply with these Terms & Conditions, including the booking, cancellation, refund, and no-show policies stated above.

 

These Terms & Conditions apply to Hotel Panktipawan operated by Sri Matrika Nilayam Hospitality Private Limited.

7.2 Right of Admission

The property reserves the right of admission.

Check-in may be refused in cases including, but not limited to, invalid identification, mismatch between booking details and guest identity, inappropriate conduct, suspicious activity, refusal to comply with hotel policies, or violation of applicable laws and regulations.

 

If check-in is refused due to guest-side non-compliance, the booking may be treated as cancelled or no-show as per the applicable policy.

7.3 Guest Conduct

Guests are expected to maintain decorum and avoid causing disturbance to other guests, hotel staff, neighbours, or the property.

 

Loud music, nuisance, abusive behaviour, harassment, damage to property, illegal activity, or any conduct affecting the safety, comfort, or privacy of others is strictly prohibited.

 

The property reserves the right to ask any guest to vacate the premises in case of misconduct or violation of hotel rules. In such cases, no refund will be provided.

7.4 Damage to Property

Guests are responsible for any damage caused to hotel property, furniture, fixtures, linen, appliances, equipment, walls, flooring, bathrooms, keys, access cards, or any other hotel asset during their stay.

 

The cost of repair, replacement, additional cleaning, or restoration may be charged to the guest.

 

The property may recover such charges from the guest directly, from the security deposit if applicable, or through the payment method available on file, wherever legally permissible.

7.5 Visitor Policy

Visitors may be allowed only as per hotel policy and local regulations.

All visitors may be required to register at reception and provide valid government-issued photo identification.

The property reserves the right to restrict visitor access for safety, privacy, security, or regulatory reasons.

Visitors are not permitted to stay overnight unless they are registered as staying guests and have completed all required check-in formalities.

7.6 Prohibited Activities

The following activities are strictly prohibited on hotel premises:

Illegal activities, gambling, possession or consumption of prohibited substances, damage to property, public nuisance, threatening or abusive behaviour, misuse of hotel facilities, and any activity prohibited by law.

The property may report such incidents to the appropriate authorities and may ask the guest to vacate the premises without refund.

7.7 Personal Belongings and Valuables

Guests are responsible for their personal belongings, valuables, cash, jewellery, electronic devices, travel documents, and other possessions.

The property shall not be responsible for loss, theft, or damage to personal belongings unless caused directly by proven negligence of the property.

Guests are advised not to leave valuables unattended in rooms or common areas.

7.8 Housekeeping and Maintenance Access

The property may access guest rooms for housekeeping, maintenance, inspection, safety, or emergency purposes.

Routine housekeeping will be provided as per hotel schedule and operational availability. Guests may request housekeeping assistance through reception.

In case of urgent maintenance, safety concern, suspected policy violation, or emergency, the property reserves the right to enter the room after reasonable notice, or without notice where immediate access is necessary.

7.9 Use of Facilities

Guests are required to use hotel rooms, common areas, furniture, fixtures, electrical appliances, and facilities responsibly.

Any misuse, unsafe use, or damage to hotel facilities may result in additional charges or termination of stay without refund.

Facilities and services may be subject to operational availability, maintenance, staff availability, power conditions, local restrictions, or government regulations.

7.10 Food, Meal Plans, and External Food

Meal plans, if included, will be mentioned in the booking confirmation.

Any additional food, beverages, meal upgrades, or room service orders will be charged separately at applicable rates.

Outside food may be restricted in certain areas of the property for hygiene, safety, pest control, or operational reasons. Guests are requested to check with reception before consuming outside food in common areas.

7.11 Parking and Vehicle Responsibility

Parking, if available, is subject to space and availability.

Guests are responsible for their vehicles and belongings kept inside vehicles.

The property shall not be responsible for theft, damage, loss, challans, towing, or any third-party incident involving guest vehicles, unless caused directly by proven negligence of the property.

7.12 Early Departure

In case a guest checks out before the scheduled departure date, unused nights may not be refundable.

For direct bookings, early departure refunds, if any, will be at the discretion of the property and subject to the applicable cancellation policy.

For OTA bookings, early departure refunds, if any, will be governed by the terms of the respective OTA platform.

7.13 Force Majeure

The property shall not be liable for failure to provide services, cancellation, delay, disruption, or inconvenience caused by events beyond its reasonable control.

Such events may include natural disasters, government restrictions, strikes, public disturbances, pandemics, epidemics, transport disruptions, power outages, water supply issues, internet failure, acts of God, law and order situations, or any other force majeure event.

In such cases, the property may offer an alternate date, partial adjustment, or other resolution at its discretion, subject to availability and applicable policy.

7.14 Limitation of Liability

The property’s liability, if any, shall be limited to the amount paid by the guest for the specific booking or service giving rise to the claim.

The property shall not be liable for indirect, incidental, consequential, or third-party losses including travel costs, missed transport, loss of business, emotional distress, or inconvenience caused due to circumstances beyond the property’s reasonable control.

7.15 Website Information

The property makes reasonable efforts to ensure that information displayed on the website, including room descriptions, photographs, facilities, rates, and availability, is accurate and updated.

However, minor variations may occur due to maintenance, renovation, seasonal changes, photography angles, decor changes, or operational requirements.

The property reserves the right to update website content, rates, offers, room information, and policies without prior notice.

7.16 Changes to Terms

Sri Matrika Nilayam Hospitality Private Limited reserves the right to modify these Terms & Conditions from time to time.

The terms applicable to a booking will generally be those communicated or displayed at the time of booking, unless changes are required by law, regulation, government order, OTA platform requirement, or operational necessity.

7.17 Governing Law and Jurisdiction

These Terms & Conditions shall be governed by the laws of India.

Any disputes arising out of or in connection with bookings, stays, payments, cancellations, refunds, or use of the property shall be subject to the jurisdiction of the competent courts in Uttar Pradesh, India.

8. Contact Information

For booking assistance, cancellation requests, refund queries, late arrival communication, or stay-related support, guests may contact the property through the phone number, WhatsApp number, or email address displayed on the official website or booking confirmation.

Property: Panktipawan
Company: Sri Matrika Nilayam Hospitality Private Limited
Location: 48/3/147-19/3/115D , Sursarhata colony, Mirapur Derabibi, PNB lane, Vasudev Ghat Road, Ayodhya - 224123 

Last Updated: June 2026