Reservation & Cancellation

Reservation & Cancellation Policies

• Our standard check-in time is 1400 hrs and check-out time is 1100 hrs local time. Early arrival is subject to availability. For us to guarantee you an early check-in, you will need to reserve the room from the previous night.
• In keeping with our heightened security procedures we request all guests to carry a photo-identity with address proof to present at check-in. Foreign nationals are required to present their Passport and valid Visa. Indian nationals can present any one of the following: Passport, Driver's License, Adhaar Card or Voter ID card. Without an original copy of a valid ID, the guest will not be allowed to check-in.

• All bookings must be guaranteed at the time of reservation by a Credit Card or Advance Payment through Bank Transfer/ NEFT. All major credit cards are accepted
• The Hotel may choose to release non-guaranteed reservations prior to the date of arrival.

• Cancelling a reservation at www.zenqhotels.com is as quick & simple as booking one.
• We would love to have you but in case your plans change, our simple cancellation process makes sure you receive a quick confirmation and fast refunds.
• INFINITEA Retreat, Bir by ZENQ: If cancellation is done 7 or more days prior to arrival, then full amount will be refunded. If cancellation is done within 7 days of arrival, then the total stay charges in full or equivalent to the deposit made (whichever is higher) will be levied.
• INFINITEA Centric, Dharamshala by ZENQ:If cancellation is done 15 or more days prior to arrival, then full amount will be refunded. If cancellation is done within 15 days of arrival, then the total stay charges in full or equivalent to the deposit made (whichever is higher) will be levied.
• INFINITEA Dak Bungalow, Palampur by ZENQ: If cancellation is done 15 or more days prior to arrival, then full amount will be refunded. If cancellation is done within 15 days of arrival, then the total stay charges in full or equivalent to the deposit made (whichever is higher) will be levied.
• Cancellation policy during the black-out period - 20th December to 5th January - no cancellation charge if cancelled before 90 days from the date of arrival, thereafter total stay in full or 100% deposit will be charged.
• Cancellations during the stay - In case you decide to shorten your booking post the check-in date, you will be charged for the entire stay for which the reservation was originally made for.

• In case a reservation is cancelled outside the 15-day period from the date of arrival, the refund will be processed within 15 working days from the date of receipt of bank account details from the customer (not valid for the black-out period).
• Credit card transactions or processing fees if any will be deducted from the refund.
• Refunds will be processed in local currency only.
• Refund for late cancellations - No refund will be processed for late cancellations (cancellations received within 15 days from the arrival date) or for no-shows on the date of arrival in any case whatsoever.

• Up to two children, less than 5 years of age can be accommodated in the parent's room, with no extra bed at no additional charge.
• If a child is above 5 years and below 12 years of age, an additional bed will be provided at a cost of INR 2500/ per child per night.
• If a child is above 12 years of age, an additional bed would be charged at rates depending on the unit.
• Kindly state your request for an extra bed at the time of booking as not all room categories can accommodate an extra bed.

• PAN to be produced in case of cash payments amounting to INR 50,000 and above
• Reservations exceeding 5 rooms on overlapping dates will be considered a group booking; The hotel reserves the right to refuse such bookings on the basis of availability and may apply special rates
• Rates are subject to change in case of changes in validity periods, rate seasons, contracted periods, applicable laws or government policies
• Special offers cannot be combined with any other promotional offers, bundles, or special prices
• For all travel agent/tour operator bookings, terms and conditions as per the contract will apply.
• Outside food & alcohol are prohibited at the hotel
• Should your company wish to claim the input tax credit, the GSTIN number along with an appropriate address need to be communicated at the time of booking. If this information is not provided prior to check-in, the hotel may not be able to amend invoices at a later stage.