OUR POLICY
​
1. CHECK-IN
Guests can check in between 2:00 PM to 11:00 PM. If guests plan to arrive after 11:00 PM, they must inform the hotel in advance. Late check-ins may be subject to additional fees.
a. All Guests must present a valid photo ID at the time of check-in.
b. Foreign Tourists must submit their passport copy along with a valid visa or travel document required to submit Form-C to the local authorities.
​
2. CHECK-OUT
Guests must check out by 12:00 PM, unless prior requests are approved by the Front Office. Late check-outs may be subject to additional fees.
​
3. CANCELLATION POLICY
a. Any cancellations made within 2 hours of booking are fully refundable.
b. Cancellations made more than 7 days prior to the scheduled check-in date are fully refundable.
c. Cancellations made less than 7 days prior to the scheduled check-in date will be charged the entire amount of the booking.
d. No-shows will be charged the full amount of the reservation.
e. Please note that refunds may take up to 14 business days to be processed.
f. In case reservation has been made using PROMO CODE or Special Package Rates, kindly refer to the applicable refund and cancellation terms and conditions mentioned in the offer.
​
4. PAYMENT OPTIONS
a. UPI: We accept payments through UPI, which is a quick and easy way to make payments from your mobile device. Simply scan our QR code at the Front Desk using your UPI-enabled app and make the payment instantly.
b. Credit Cards: We accept all major credit cards, including Visa, MasterCard and Discover. You can provide your credit card details securely during the booking process, or you can swipe your card at the hotel’s Front Desk.
c. Net-banking: We also accept payments through net-banking. You can transfer the amount to our bank account using IMPS, NEFT and RTGS modes. Please note that it may take some time for the payment to reflect in our account.
d. Cash: We accept cash payments at the hotel’s reception desk. Please ensure that you have the exact amount, as we may not be able to provide change for large denominations. As per Reserve Bank of India regulations, any Guest making cash payments in excess of Rs.50,000/- against their reservations will be required to submit a copy of their PAN Card.
​
5. SMOKING POLICY
Designated Smoking Areas
Guests who smoke are permitted to do so in the following designated smoking areas:
a. Room Balconies: Smoking is allowed on guest room balconies provided that the balcony door is closed. Guests are asked to dispose of all smoking materials in the ashtrays provided and to ensure that smoke does not enter the room.
b. Open Spaces in the Garden: Smoking is also permitted in designated open spaces in the garden. Guests are asked to dispose of smoking materials in the ashtrays provided and to avoid smoking near non-smoking guests.
c. Any violation in the Smoking Policy will be subject total fine of up to Rs.25,000 each room or suite, per person.
​
6. NOISE POLICY
a. Quiet Hours: The hotel will enforce quiet hours from 10 pm to 7 am. During this time, guests are expected to keep noise levels to a minimum to ensure a peaceful and restful environment for all guests.
b. Noise Restrictions: Guests are not permitted to make loud noise, play loud music or engage in any activity that may disturb other guests in their rooms or in public areas of the hotel.
c. Group Bookings: If you are booking multiple rooms for a group, please inform the hotel staff in advance. The hotel may assign your group to a specific area of the hotel to minimise any potential noise disturbances to other guests.
d. Enforcement: The hotel reserves the right to ask guests to leave if they violate the noise policy and disturb other guests. In addition, the hotel may charge guests for any damages caused by excessive noise.
​
7. CHILD POLICY
A. We understand that traveling with children can be an exciting adventure. However, due to the popular demand we have proudly positioned ourselves as Manali's first Adults Only property.
B. Guests aged 12 and over are allowed to stay at the property.
C. We appreciate your understanding.
​
8. PET POLICY
At this time, we are unable to cater to pets. We hope to do so in the future.
​
9. DAMAGE POLICY
As a boutique hotel, we strive to provide our guests with a memorable and comfortable stay. However, accidents can happen, and damages to hotel property may occur. In order to maintain our high standards of quality, we have established the following damage policy:
a. Guests are responsible for any damages caused during their stay, whether intentional or accidental.
b. This includes damages to hotel property, fixtures, and fittings, as well as any lost or stolen items.
c. Any damages must be reported immediately to the hotel staff. Guests will be asked to provide a description of the damage, and will be given an estimate of the cost of repairs or replacement.
d. Guests will be charged for the full cost of repairing or replacing any damaged hotel property, including any associated labour costs. Payment will be required at the time of checkout.
e. In the event of significant damage, the hotel reserves the right to charge the guest’s credit card on file for the full amount of the repair or replacement.
f. The hotel reserves the right to take legal action against any guest who intentionally damages hotel property or refuses to pay for damages.
​
10. PRIVACY POLICY
Information We Collect
a. When you check in at our hotel, we collect the following information:
i. Full name
ii. Contact information (email address, phone number)
iii. Home address
iv. Credit card information
v. Room preference
vi. Special requests (such as dietary restrictions or accessibility needs)
vii. We may also collect information about your stay, including the dates of your visit, the number of guests in your party, and your room rate.
How We Use Your Information
b. We use your information to provide you with the best possible experience during your stay at our hotel. This includes:
i. Reserving your room and processing payment
ii. Contacting you in case of an emergency
iii. Responding to your requests and inquiries
iv. Personalizing your experience (such as providing recommendations for local attractions)
v. Sending you marketing materials, such as newsletters or promotions, with your consent
vi. We may also use your information for internal purposes, such as data analysis or improving our services.
How We Keep Your Information Safe
c. We take your privacy seriously and have implemented measures to keep your information secure, such as-
i. Storing your information in a secure database with limited access
ii. Encrypting credit card information to prevent unauthorised access
iii. Implementing physical and electronic safeguards to protect against unauthorised access, theft, or loss
iv. We do not sell or share your information with third parties except as required by law or with your explicit consent.
11. SAFETY AND SECURITY POLICY
Fire Safety
The hotel has a fire safety policy in place to protect guests and employees from fire-related incidents. These measures include –
a. Regular fire safety drills to ensure that all employees are familiar with the procedures in case of an emergency
b. Fire extinguishers in all designated areas on the floors.
c. Clear signage indicating the location of fire extinguishers, fire exits, and emergency escape routes
d. Regular inspections of fire safety equipment to ensure that it is functioning properly
Emergency Procedures
The hotel has a clear emergency procedures in place to handle a variety of situations, including natural disasters, medical emergencies, and terrorist threats. The measures taken include-
a. Regular training of employees on emergency procedures
b. A clear chain of command for handling emergencies
c. Emergency contact information for local authorities, hospitals, and other relevant organizations
d. Regular inspections of emergency equipment, Clear evacuation procedures for guests and employees in case of an emergency
Guest Security
The hotel has measures in place to ensure the safety and security of guests. These measures include-a. Background checks on all employees and contractors
b. Key card access to guest rooms and other sensitive areas
c. Surveillance cameras in common areas
d. Regular patrols by security personnel
e. Clear signage indicating the location of emergency phones and security personnel
f. Regular inspections of locks and other security equipment
Data Security
The hotel should also have measures in place to protect guest data, including personal and financial information. The policy should include:
a. Regular training of employees on data security protocols
b. Encryption of sensitive data
c. Password protection for all computers and electronic devices
d. Regular backups of data to prevent loss
e. Access controls and monitoring of all data storage areas.
Banned Substances and Narcotics
The hotel as a zero tolerance policy against the use of banned, controlled, illegal substances and narcotics as per national law. Measures are taken for our staff to remain vigilant at all times for illicit use of these items. Guests found violating the zero tolerance policy, will have be reprimanded, fined or reported to the authorities in a timely manner. Eviction will follow and no cost or expense shall be borne by the Hotel for wrongdoings off the Guest.
​
12. STAFF PROTECTION AND TREATMENT POLICY
Zero Tolerance
We have a zero-tolerance policy towards any form of abuse, including physical, verbal, sexual, or emotional abuse towards our employees by guests.
Reporting
All employees have the right to report any incidents of abuse to their supervisor or manager immediately. The employee will be encouraged to document the incident, including the date, time, location, and any witness statements, if available.
Investigation
All incidents of abuse will be investigated thoroughly and promptly by the management. The investigation will be conducted in a confidential and sensitive manner to ensure the safety and privacy of the employee involved.
Consequences for Abusive Guests
Any guests found to be abusive towards our employees will be asked to leave the premises immediately. We reserve the right to pursue legal action against guests who engage in abusive behaviour towards our employees.
Training
All employees will receive training on how to recognize and report incidents of abuse. This training will include information on de-escalation techniques and how to respond appropriately in different situations.
Review
This policy will be reviewed regularly to ensure it remains relevant and effective in protecting our employees from abusive guests.
​
13. USE OF VIDEO EQUIPMENT AND COMMERCIAL RECORDING
a. Commercial recording and videography equipment, including cameras, audio recording devices, and lighting equipment, may only be used on hotel property with the prior written consent of the hotel management.
b. Commercial recording and videography equipment may only be used for the purposes of commercial filming, news reporting, or other legitimate business purposes.
c. Guests may not use commercial recording and videography equipment to film or record other guests, hotel staff, or hotel property without the prior written consent of the hotel management.
d. Drones are not permitted to be flown or operated on hotel property without the prior written consent of the hotel management.
e. Guests who wish to use drones on hotel property must provide proof of liability insurance coverage for any potential damage or injuries caused by the operation of the drone.
f. Guests who are granted permission to use drones on hotel property must comply with all applicable laws, regulations, and guidelines related to the use of drones, including but not limited to D.G.C.A regulations.
g. Guests who violate this policy may be asked to leave the hotel property and may be subject to legal action.
h. The hotel reserves the right to modify or update this policy at any time.
Enforcement
The hotel management will be responsible for enforcing this policy. Any violations of this policy should be reported to the hotel management immediately.
​
THESE POLICIES ARE SUBJECT TO REVIEW OF MANAGEMENT OF NIVASANA HOSPITALITY LLP AT ANYTIME. ALL REVISIONS ARE TO BE UPDATED AND DISSEMINATED WITH URGENCY TO ALL. THE POLICY SHALL REMAIN ENFORCED FOR ALL INTENTS AND PURPOSES FROM THE DATE OF CREATION OR MODIFICATION.