Guest Policies For PK Group Hotels & Apartments In India.

General Booking Policy:

1. Certain destinations may have different travel guidelines for specific times during the year. Please abide by all laws and guidelines as applicable.?
2. Policies are booking specific and would be informed to the guest at the time of booking or upon Check-In.?
3. Reference to PK Group includes its affiliates, employees and officers. “Hotel” refers to the hotel or home in which you have made a valid booking through PK Group.?

If you need any help in creating new booking PK Group Hotel Booking expert has a 24*7 support to help you around the clock. Please contact PK Group customer care number 0120-4251776

If you need to cancel or change your reservation made through the PK Group app, website or call centre, please contact PK Group customer care number 8588960417

Check-in Policy:

1. The primary guest must be at least 18 years of age to be able to check into the hotel.
2. The usual standard check-in time is 1PM. PK Group tries to ensure that you can check-in any time after that till your reservation is valid.
3. It is mandatory for all guests to present valid photo identification at the time of check-in. According to government regulations, a valid Photo ID has to be carried by every person above the age of 18 staying at the hotel. The identification proofs accepted are Aadhar Card, Driving License, Voter ID Card, and Passport. Note that PAN card is not acceptable. Without an original copy of a valid ID, you will not be allowed to check-in.
4. After reaching the hotel, if you face any difficulty in check-in and it cannot be resolved by the Hotel, you are requested to contact PK Group immediately. PK Group will verify the issue with the Hotel and post verification, you would be provided the following assistance:
5. PK Group will try to arrange for accommodation in the same Hotel
6. PK Group will try to provide you with alternate accommodation in its other listed properties if the same is available.
7. If PK Group is unable to provide alternative accommodation or you do not accept such alternate accommodation, you may be offered full refund.
8. PK Group will not be liable for compensation beyond your booking payment.
9. Unless specifically intimated, PK Group shall not be held liable to refund the booking amount or any part thereof in case of unavailability of rooms due to natural disaster (earthquake, landslide etc.), terrorist activity, government guidelines or any force majeure act, beyond the control of PK Group.?

Early Check-in and Late Check-out:

1. Early Check-In: The standard check-in time in Hotels is 12 noon unless mentioned otherwise in your Booking voucher. Early check-in is subject to availability. Extra charges will usually apply as per below policy:

Check In Time	Early Check-in Charges
Before 6 AM	100% charges for one day payable as per room rates for the previous day
Between 6AM to 11AM	50% charges for one day payable as per room rates for the previous day
Between 11AM to 1PM	Complimentary subject to availability

Complimentary breakfast will not be available to you for the day of early check in.

2. Late Check-out: The standard check-out time in Hotels is 11AM. Late check-out is subject to availability and cannot be confirmed with the Hotel in advance. Extra charges will apply as per the below policy:

Check In Time	Early Check-in Charges
Between 11AM to 12 Noon	Complimentary subject to availability
Between 12 Noon to 5PM	50% charges for one day payable as per room rates for the previous day
After 5PM	100% charges for one day payable as per room rates for the previous day

Booking Extension Policy:

Any extension of stay at the Hotel is subject to availability of the rooms at the current ongoing rate and not at the rate at which the original booking was made.

Cancellation Policy:

1. You can cancel your booking using the PK Group website or mobile app.
2. 2. The applicable refund amount will be credited to you within 7-14 working days. PK Group reserves the right to debit from PK Group Money account, in case of cancellation amount being higher than money already paid by you.     
3. Hotels reserve the right to deny check-in where customers are unable to provide a valid government id or where minor Guests are travelling unaccompanied or if the Hotel is suspicious of the Guests check-in at it’s Property. Under all such cases PK Group shall be under no obligation to refund any amount to the Guest.
4. You can find the cancellation policies on our Website.
5. For corporate bookings, the cancellation policy mentioned on your contract will apply.
6. In case no cancellation policy is mentioned on the Hotel details page, the following cancellation policy shall apply:

• Guest cancellation policy: For booking specific cancellation policy, please refer to your booking voucher.
• No Show: For booking specific cancellation policy, please refer to your booking voucher.

Long Stay Bookings ?

For bookings of more than 7 nights, you have to settle all outstanding payments on a weekly basis. Further accommodation is subject to settlement of the outstanding amount.

Triple Occupancy Policy:

Our Hotels allow triple occupancy by providing an extra mattress for the third person for extra fee. However no extra bed is usually provided.

Visitors Policy

1. Visitors are not allowed to visit the guest rooms.
2. Visitors are allowed to visit common areas like Restaurent & Coffee shop during working hours i.e. 9AM to 6PM.?

Child Policy

1. Stay of 1 child up to 3 years of age is complementary without the use of an extra mattress.
2. Breakfast charges may be applicable for the child.?

Service On-Time policy

1. You need to call PK Group customer care number 9313931393 to register the issue for quick assistance.
2. Refund amount will be subjected to the severity of the issues and will be decided as per our guidelines.?

Code of Conduct:

1. Illegal activities are not permitted in any PK Group Hotel.
2. You should be aware that the Hotel may refuse service or evict you

          * For refusal or failure to pay for accommodation.

          * If you act in a disorderly fashion as to disturb the peace of other guests.

          * If you destroy, damage, deface or threaten harm to hotel property or guests,

          * Any of your actions are deemed inappropriate by the Hotel.?

3. Please keep the Hotel room in a good condition and maintain hygiene and cleanliness. You may be held liable for any damage to Hotel assets (except normal wear and tear).?

Smoking, Drugs and Alcohol

1. Smoking is prohibited in some rooms of PK Group of Hotels & Apartments. At the time of Arrival, Travellers are requested to ask for smoking rooms allotments.?
2. Anyone found using or under the influence of illegal drugs or substances classified under the Narcotic Drugs and Psychotropic Substances Act, 1985 will be reported to the police and asked to leave the Hotel. Any evidence or suspicion of drug use at the Hotel will also be reported immediately to the police.?
3. Drinking alcohol is prohibited in all public areas including; in the Hotel’s lobby, hallways, and parking areas of PK Group of Hotels. Please contact the Hotel Front Desk regarding consumption of alcoholic beverages within your room, without disturbing the discipline of the Hotel or other guests.?

Safety and Security

•      1. For your own safety, please follow fire safety and emergency response procedures as directed by Hotel staff.
• 2. PK Group/Hotel are not liable for lost, misplaced, damaged or stolen valuables or belongings.       

Contact Policies:

1. You may be contacted any time before your check-in date to confirm your arrival status/arrival time through calls or messages. If PK Group does not receive a response from you after multiple attempts, your booking may be put on hold or cancelled. PK Group will reinstate your booking when you contact us back or make a payment through our secure payment options, subject to availability.?
2. As we continue to strive to improve our services, we may reach out to you for your feedback on your experience through calls or messages.?
3. We might reach out to you for offers.?

Beware of Fraud:

1. PK Group does not authorise any of its employees, consultants, third-party vendors, associates to collect payment in any other form other than payments from secure PK Group gateway and its affiliated OTA payment gateway links.?
2. Any instances where collection of payment is attempted from any unauthorised payment gateways other than the ones mentioned above are acts of fraud. Encountering and acting on the same is solely on your own accord and discretion. PK Group will not be responsible for any loss/liability arising out of such an event.?

Contact PK Group

While PK Group works with our Hotel Partners to enable a comfortable stay, we recognise that you may have some concerns. If they are not addressed by the Hotel during your stay at the hotel, you may escalate the same to PK Group. No complaint would be entertained post check out. For any assistance from PK Group, please contact bookings@pkresidency.com

Grievances

For any grievances:

Phone : +91 8588960417

Email: bookings@pkresidency.com

Grievance Officer: Amit Kapoor