Payment Policies

• Payment Policy: Full payment is required to confirm bookings. For pre-bookings, a 50% non-refundable advance can block dates if more than 30 days before check-in, with the balance due 15 days before arrival. Failure to pay results in booking cancellation and forfeiture of the advance. Full payment is required for bookings on public holidays and peak dates. GST and other applicable taxes are
  extra.
  
  
• Cancellation Policy: Cancellations made 30+ days before check-in are fully refundable. Cancellations within 30 days, on public holidays, peak dates, or for promotional bookings are non-refundable. No refunds or adjustments are provided for cancellations, except under COVID-19 policies.
  
  
• Check-In Policy: Guests must provide government ID, sign a self-declaration form, and submit a refundable security deposit, which is returned within 48 hours after checkout following inspection.
  
  
• Terms & Conditions: Masaya Stays may impose taxes or charges as per regulatory requirements. If the booked property is unavailable, guests may be offered an alternative of similar value, with price adjustments as necessary. In cases where no agreement is reached, a full refund will be provided. Refunds, where applicable, are processed within 30 days. Credit notes are only issued for travel restrictions, require a new booking of double the original amount, and cannot be split or used on peak dates. They are valid for 90 days and are non-refundable if re-canceled.

• Standard check-in time is 3:00 PM, and check-out is 11:00 AM.  Early check-in and late check-out are subject to availability and additional fees. Our Guest Relationship Manager can confirm availability and associated charges 12 hours before the scheduled check-in time.
• The minimum age of the primary guest must be at least 18 years.
• As per government regulations, it is mandatory for all the guests to carry a valid photo identity card and address proof at the time of check-in (PAN cards are not accepted). We would not be able to proceed with the check-in without these documents and would consider the booking as “no show” (no refund possible).
• The per night tariff does not include charges for services such as airport transfers, restaurant reservations, extra bed, extra towels/linen etc.
• We offer generous monthly discounts for long stays. For monthly bookings, utilities have to be borne by the guest (electricity, WIFI, tata sky, water, laundry of linen & towels)

House Rules

• Smoking Regulations: Smoking is prohibited indoors, with designated outdoor areas and balconies available for smoking. A ₹10,000 cleaning fee will be charged if smoking occurs indoors.
  
  
• Overnight Guests: Only guests listed at booking are allowed to stay overnight. Unauthorized guests will incur a ₹5000 fine per person, per night, and may result in the forfeiture of the security deposit. Liability: Guests assume all risks during their stay, as the property owners are not liable for accidents, injuries, or loss of personal belongings.
  
  
• Property Use: Guests should maintain the property in good condition and use appliances as intended. Parking is limited to designated areas, and violations may result in towing at the vehicle owner's expense. Housekeeping and Pool Use: Daily housekeeping is provided, and towels/linens must stay in the unit. The pool has set hours, and children under 14 must be supervised. Charges apply for lost keys or damages. Excessive noise between 10:00 pm and 8:00 am may lead to eviction.
  
  
• Prohibited Activities: Possession of weapons, drugs, and disruptive behavior are forbidden. Non-accommodation activities like sales or solicitation are also prohibited. Pet Policy: Generally, pets are not allowed, but exceptions may be made with an additional security deposit. Contact the reservation team for detail.
  
  
• Security Deposit: A security deposit of ₹20,000 for short stays and ₹30,000 for long stays is required at check-in. Damages or missing items will be deducted from this deposit.
  
  
• Community Guidelines: The property is in a quiet gated community where loud music and parties are restricted to specific times.
  
  
• Staff Rest Hours: Staff are off-duty from 1 am to 7 am, requiring a minimum of 10 hours of rest per day.
  
  
• Pool Safety: Polluting the pool incurs a ₹25,000 cleaning fee. There is no lifeguard on duty, and management is not responsible for accidents.
  
  
• Refund Policy: Refunds are available only for fully paid bookings; partial payments are non-refundable.