Cancellation Policy
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Cancellation Policy
Cancellation Policy
- Cancellation within 10 days prior to arrival: No refund on full booking amount.
- Cancellation within 10–20 days prior to arrival: 50% refund on full booking amount.
- Cancellation within 20–30 days prior to arrival: 75% refund on full booking amount.
- More than 30 days prior to arrival: 90% refund on full booking amount.
- No refund for reservations during blackout or peak festive periods, if specified by the resort at the time of booking.
Note: Refund timelines may vary depending on the payment method and banking channels.
Disclaimer
The information provided on this website is for general informational and booking purposes only. While Santuario Resorts & Spa Pvt Ltd makes every effort to ensure that all content, including room details, pricing, images, offers, amenities, and availability, is accurate and up to date, we do not guarantee the completeness, accuracy, or reliability of the information at all times.
All bookings, offers, tariffs, and packages are subject to availability and confirmation by the resort. Santuario Resorts & Spa Pvt Ltd reserves the right to modify, update, suspend, or discontinue any part of the website, services, pricing, packages, or policies at any time without prior notice.
Images used on the website are for representation purposes only. Actual room views, interiors, amenities, décor, and facilities may vary depending on the room category, season, maintenance schedules, or operational requirements.
The official website of Santuario Resorts & Spa Pvt Ltd is www.santuarioresort.com. Guests are advised to use only this official website and the resort’s verified communication channels for reservations, enquiries, and payments.
Our website may contain links to third-party booking platforms, payment gateways, or external websites for convenience. Santuario Resorts & Spa Pvt Ltd is not responsible for the content, privacy practices, availability, or accuracy of information on third-party websites.
Guests are advised to verify booking details, rates, inclusions, cancellation terms, and policies directly with Santuario Resorts & Spa Pvt Ltd before confirming a reservation.
Santuario Resorts & Spa Pvt Ltd will never request confidential banking passwords, OTPs, or payment credentials outside official and secure booking/payment channels.
The company shall not be responsible for losses arising from fraudulent websites, fake social media pages, or unauthorized third-party communication pretending to represent the resort.
By using this website, you acknowledge and agree to this disclaimer and the related terms, policies, and conditions published by Santuario Resorts & Spa Pvt Ltd.
Privacy Policy
At Santuario Resorts & Spa Pvt Ltd, we understand the importance of your personal information and are committed to protecting your privacy. Whether you are visiting our website, making a reservation, contacting us for enquiries, or using our services, we want you to feel confident that the information you share with us is handled responsibly and securely.
This Privacy Policy explains how Santuario Resorts & Spa Pvt Ltd (“Santuario”, “we”, “our”, or “us”) collects, uses, stores, and protects your personal information when you interact with our website, booking systems, and hospitality services. By using our website or availing our services, you agree to the terms of this Privacy Policy.
1. Information We Collect
Information You Provide to Us
When you interact with us, make a reservation, fill out an enquiry form, or stay at our property, we may collect personal information such as:
- Full name
- Email address
- Mobile number
- Postal address
- Nationality
- Booking details and stay preferences
- Payment and billing details
- Transaction details such as amount, date, and payment method
- Feedback, reviews, or suggestions shared with us
- Any information voluntarily provided through forms, calls, or emails
Information Collected Automatically
When you browse our website, we may automatically collect certain technical information, including:
- IP address
- Browser type and device information
- Pages visited on our website
- Date and time of access
- Approximate geographic location
- Referral source and browsing behaviour
2. Cookies and Similar Technologies
Our website may use cookies and similar tracking technologies to improve your browsing experience and understand how visitors use our website.
Cookies help us:
- Recognize returning visitors
- Improve website performance and user experience
- Analyse website traffic and visitor behaviour
- Personalize content and offers
You may disable cookies through your browser settings, but some website features may not function properly as a result.
3. How We Use Your Information
We use the information collected from you for purposes including:
- Processing reservations and managing your stay
- Responding to enquiries and customer service requests
- Providing personalized hospitality services and offers
- Sending booking confirmations, updates, and important service information
- Processing payments and maintaining transaction records
- Improving our website, services, and guest experience
- Conducting internal analysis and service quality monitoring
- Complying with legal, regulatory, and security requirements
4. Sharing of Information
We do not sell your personal information. However, we may share your information in the following situations:
- With our internal teams and property staff to facilitate your booking and stay
- With trusted service providers such as payment gateways, reservation systems, website hosting providers, and IT support partners
- With legal or regulatory authorities when required by law or government regulations
- With professional advisors, auditors, or consultants where necessary for business operations
All such sharing is done only to the extent necessary and subject to appropriate confidentiality and security measures.
5. Data Security
🔒 We take reasonable technical, physical, and organizational measures to safeguard your personal information from unauthorized access, misuse, disclosure, alteration, or destruction.
⚠️ While we strive to protect your information, no system can guarantee complete security. We encourage users to take necessary precautions while sharing information online.
6. Data Retention
We retain your personal information only for as long as necessary to:
- Fulfil the purposes for which it was collected
- Meet legal, tax, accounting, and regulatory obligations
- Resolve disputes and enforce our terms and policies
Once the information is no longer required, we will securely delete or anonymize it where feasible.
7. Your Rights and Choices
Subject to applicable laws, you may request to:
- Access the personal information we hold about you
- Correct or update inaccurate information
- Request deletion of your personal information
- Withdraw consent for certain communications or uses of data
To make such a request, please contact us using the details provided below.
8. Third-Party Links
Our website may contain links to third-party websites, booking platforms, or partner services. We are not responsible for the privacy practices, content, or policies of such third-party websites. We recommend reviewing their privacy policies before sharing any personal information.
9. Children’s Privacy
Our website and services are not intended for children under the age of 18 without parental or guardian supervision. We do not knowingly collect personal information from children without appropriate consent.
10. Terrain & Pathway Safety
Santuario Resort is situated on a hillside and features stepped pathways, uneven terrain, and long staircases throughout the property. Guests are advised to take the following precautions:
- Wear comfortable, closed-toe walking shoes or sneakers at all times while moving around the property.
- Exercise extra caution during rain, mist, or after dark, as pathways may become slippery and visibility may be reduced.
- Guests requiring assistance navigating the property are requested to contact reception — our staff are happy to help.
- Senior citizens and guests with mobility concerns are strongly advised to seek staff assistance when using staircases.
- Children must be supervised by a parent or guardian at all times on pathways and staircases.
- Torches/flashlights are available at the front desk for evening walks.
- The resort management shall not be held liable for injuries resulting from failure to observe these safety guidelines.
For emergencies, contact reception immediately at [phone number].
11. Changes to This Privacy Policy
We may update, modify, or revise this Privacy Policy from time to time to reflect changes in our services, business practices, or legal requirements. Any changes will be posted on this page with the updated effective date.
We encourage you to review this page periodically to stay informed.
12. Contact Us
If you have any questions about this Privacy Policy, or if you wish to request access, correction, or deletion of your personal information, please contact us at:
Santuario Resorts & Spa Pvt Ltd
Email: info@santuarioresort.com
Phone: +91 74994 00200
Website: [Add Website URL]
Registered Office / Property Address: Santuario Resorts & Spa Pvt. Ltd. Vattapathal – Vagamon
OTHER HOTEL POLICY
- We do not allow guests to cook inside the property.
- Outside parcel food may not be permitted, as we maintain strict quality and hygiene standards.
- Alcohol may not be permitted in public areas of the resort.
- Unmarried couples / local ID check-ins are subject to the resort’s policy and management discretion.
- Guests need to show valid ID proof at the time of check-in at reception.
- Our standard check-in time is 2:00 PM and check-out time is 11:00 AM.
Terms & Conditions
Reservation & Stay Policy
We advise you to guarantee your reservation through full payment using approved payment methods such as bank transfer, UPI transfer, credit/debit card, demand draft, service voucher, or any official payment channel shared by Santuario Resorts & Spa Pvt Ltd at the time of booking or before the cut-off date.
- In case of a no-show or cancellation of a guaranteed reservation, the resort reserves the right to levy retention charges for the entire stay, subject to the applicable cancellation policy.
- In the unlikely event of our inability to accommodate you or your guest holding a guaranteed reservation, the resort may arrange alternative accommodation or provide an appropriate resolution at its discretion.
- Guests may choose whether or not to avail food from the restaurant. Charges for breakfast, lunch, and dinner will apply only when the guest opts for such services, unless meals are already included in the booked package.
- All special requests are subject to availability upon arrival. Guests are requested to carry a valid photo ID proof.
- Check-in time is 2:00 PM and check-out time is 11:00 AM, unless otherwise specified by the resort.
- Every Indian national guest staying at the resort must carry a valid photo ID proof for check-in, such as Aadhaar Card, Voter ID, Driving Licence, or Passport. PAN Card may not be accepted as a valid check-in ID unless otherwise permitted by the resort.
- As per applicable laws, every foreign national guest staying at the resort must carry a valid Passport and Visa. Guests holding PIO/OCI cards must also carry the relevant supporting documents for their stay.
- The number of guests staying in a room must not exceed the permitted occupancy of the booked room category unless approved by the resort, with applicable extra charges.
- The resort reserves the right to refuse admission, cancel a reservation, or discontinue services in the event of inappropriate behaviour, policy violations, unlawful activities, safety concerns, or damage to property.
