Cancellation & Refund Policy

1Which terms apply

The standard schedule below applies to direct room bookings unless different conditions were clearly disclosed and accepted before confirmation. Non-refundable rates, peak dates, groups, corporate arrangements, packages and long stays may have specific terms. Room rules do not automatically apply to restaurant reservations, pickup orders, catering or Courtyard and Orchid events.

A booking’s accepted terms remain applicable even if the website is later updated. Any mandatory consumer right takes precedence over a conflicting policy or booking condition.

2Standard cancellation schedule

The reference time is 12:00 noon IST on the scheduled arrival date, unless a different contractual check-in time is expressly recorded in your confirmation. A request received exactly 48 hours before check-in is free; one received exactly 24 hours before check-in falls in the 50% band.

For example, for a Friday noon arrival, cancellation received by Wednesday noon is free. After Wednesday noon and up to Thursday noon, the 50% band applies. After Thursday noon, the 100% band applies.

3How the charge and refund are calculated

The percentage is calculated on the agreed accommodation charges for the cancelled rooms and nights, including any inseparable meal-plan component, before tax. It is not calculated as a percentage of the advance alone. The amount refundable is the payment received for that accommodation less the applicable cancellation charge, with any tax adjustment required by law.

Separately paid, unused optional services and refundable security deposits are assessed separately; they are not automatically forfeited under the room cancellation schedule. Any separately accepted third-party cancellation charge will be identified and supported. We will provide a breakdown on request and will not charge twice for the same cancelled service.

4How to request cancellation

For a direct booking, email gm@suburbanresidency.com with the booking reference, guest name, stay dates and a clear cancellation request. You may also call the General Manager on +91 81139 65079 for assistance. Keep the email or other written record of your request.

For an email delivered to the stated address, the receipt time determines the cancellation band; a later acknowledgement by the hotel does not move the request into a higher band. If you receive a delivery-failure notice, contact us promptly through another available channel. A telephone request should be followed by a written record.

5Changes, late arrivals and early departure

Date changes and reductions in rooms or nights are subject to availability, rate differences and the accepted cancellation terms. Moving a stay to a later date does not automatically avoid a charge that has already become applicable.

If you expect a delayed arrival, contact the hotel to agree arrangements. A no-show means that you do not arrive on the booked arrival date and have not agreed a revised arrival arrangement. For standard bookings, voluntarily leaving early does not create a refund for unused confirmed nights, unless we agree otherwise or a refund is required by law.

6Non-refundable and third-party bookings

A rate is non-refundable only when that condition was clearly disclosed before booking. The restriction concerns cancellation by the guest; it does not remove rights arising from the hotel’s failure to provide the booked service or other statutory remedies.

For bookings through an online travel agency or travel agent, submit the request through that channel and use the policy on its confirmation. Refunds collected by a platform are normally returned by that platform. We will assist with hotel-side verification, but the platform’s payment process may affect when the credit appears.

7If the hotel cancels or cannot provide the stay

If we cannot provide the confirmed accommodation, we will promptly notify you and refund amounts received by us for the unprovided service. Alternative dates or accommodation may be offered with your agreement; you are not required to accept a voucher or substitute instead of an applicable refund.

Where applicable law requires the hotel to bear corresponding cancellation charges or pay compensation for a unilateral cancellation, we will do so in addition to the applicable refund. This policy does not exclude remedies for deficient service, negligence or an unfair trade practice.

8Disruption beyond reasonable control

Severe weather, government orders, transport disruption or other events may affect travel or hotel operations. Contact us promptly so we can assess the booking and discuss lawful options. If the hotel cannot provide the stay, the hotel-cancellation provision above applies. If the hotel remains able to provide the stay but you cannot travel, the accepted booking terms apply, subject to any legal entitlement and any exception agreed in writing. A disruption does not automatically extinguish a right to a refund.

9Refund processing and payment issues

• Eligible refunds are processed within 7–10 working days after cancellation and payment details have been verified. Working days exclude weekends and applicable bank/public holidays. We will notify you of a genuine processing issue rather than leave a request unanswered.
• Refunds return to the original payment method and payer wherever supported. Bank or payment-provider posting time may be additional. If the original route cannot accept a credit, any alternative is agreed and verified with the original payer.
• We will provide an available refund or transaction reference on request. Contact us if the refund has not appeared after the stated period.
• A failed or duplicate debit does not itself confirm a room. Notify us with the booking and transaction references so that we can check the payment and arrange any reversal due. Do not send your card PIN, CVV, OTP or UPI PIN.