GUEST POLICY
What we expect from guests, and what guests can expect at every stay.
1. Who Can Book and Stay
1.1 Age Requirement: The person making the booking must be at least 18 years of age and legally capable of entering into a binding contract. Minors (below 18 years) may stay only when accompanied by a parent or legal guardian who completes the booking.
1.2 Real Name Policy: You must book in your own genuine real name. The primary guest name on the booking confirmation voucher must match the original government ID presented at check-in. Booking under false identities or impersonating another person is strictly prohibited.
1.3 Booking for Others: You may book on behalf of friends, family, or colleagues, provided you enter their correct legal names in the guest field and ensure that all staying guests are fully informed of and abide by this Policy.
1.4 Couple-Friendly Stays: Properties marked “Couple Friendly” welcome adult couples (including unmarried couples) with valid government photo IDs, as permitted by Indian law. Refusal by an accredited couple-friendly property solely on marital grounds is classified as an unlawful denied check-in and will be handled under Section 7 with alternate accommodation or full refund.
2. ID Requirements at Check-in
2.1 Accepted Government IDs: Every adult guest staying in the room must present an original, valid government-approved photo ID at check-in. Accepted identification documents include:
- Aadhaar Card (physical or DigiLocker verified)
- Valid Driving Licence
- Passport
- Voter ID Card
- Other official government photo ID listed on the property page
Local IDs: Guests holding IDs from the same city are accepted at all properties displaying the “Local ID Accepted” filter tag.
2.2 Foreign Nationals: All foreign nationals must present their original valid passport and valid Indian visa (or OCI card). The property will complete mandatory Form C registration as required by Indian immigration laws.
2.3 Children: Children below 18 years staying with parents or legal guardians do not need photo ID, but their names and ages must be declared during the booking process.
2.4 Aadhaar Masking & DigiLocker: For privacy protection, we recommend masking all but the last 4 digits of your Aadhaar number on any physical photocopy handed over to the hotel, wherever permitted by law. Digital identification verified via DigiLocker is accepted if the hotel possesses verification capability.
2.5 Refusal for Lack of Valid ID: If a guest fails or refuses to produce a valid original ID, the hotel is required by law to refuse check-in. In this circumstance, the booking is treated as a guest no-show, not a property-attributable denied check-in.
2.6 Purpose Limitation: Guest identity details are used strictly for guest register verification and statutory police/foreigner compliance, handled strictly in accordance with our Privacy Policy.
3. Check-in and Check-out
Guests staying beyond the standard check-out time without prior written extension may be billed for one additional day's room tariff and may be required to vacate, as permitted by law.
4. What You Pay & All-Inclusive Rates
4.1 All-Inclusive Transparency: The price displayed at checkout includes room tariff, applicable taxes, and our service fee. No surprise surcharges or compulsory checkout fees may be demanded by the hotel.
4.2 Optional Extras: Any optional services you request directly from the hotel (extra bed, food & beverage, laundry, early check-in) must be quoted with clear pricing before you accept them.
4.3 Pay-at-Hotel Official QR Rule: For pay-at-hotel reservations, pay strictly through the OnStay-authorized payment link, hotel POS terminal, or official registered business QR code. Never pay into personal UPI IDs, personal phone numbers, or private staff accounts. If staff requests private payment, refuse and report it to our 24×7 helpline immediately.
4.4 Invoicing: Always request a formal invoice or receipt upon checkout. The invoice should clearly itemize room tariff, taxes, and any agreed extras.
4.5 Cancellations and Refunds: All refund timelines and cancellation policies follow the tier shown on your booking confirmation voucher (see Terms of Use – Schedule A).
5. Guest Conduct Rules
- Respect maximum room occupancy limits.
- Register all overnight guests at reception.
- Observe quiet hours set by the hotel.
- Treat staff, fellow guests, and neighbours with courtesy.
- Follow fire, electrical, and safety instructions.
- Possess or use illegal drugs, narcotics, weapons, or explosives.
- Host unauthorized parties or illegal commercial shoots.
- Harass, intimidate, or physically harm anyone.
- Tamper with CCTV in common areas, locks, or alarms.
- Record or photograph guests/staff without consent.
- Smoke in non-smoking rooms or bring unapproved pets.
6. Damage, Loss and Valuables
6.1 Responsibility for Damage: Guests are liable for intentional damage or destruction of property beyond ordinary wear and tear caused by themselves or their visitors.
6.2 Transparent Damage Assessment: Any damage fee assessed by a property must be reasonable, itemized, supported by photographic or video evidence, and communicated to you before deduction. You may dispute any damage claim with our grievance team within 7 days.
6.3 Personal Valuables: Keep all cash, jewelry, and electronics secure. Neither OnStay nor hotel partners are responsible for lost or unattended personal valuables left in rooms, unless loss arises from proven gross negligence or wilful default of hotel staff.
6.4 Lost & Found: Report lost items to the hotel reception and our helpline within 48 hours of checkout; our team will actively coordinate with the property manager to recover and courier verified items.
7. What You Can Expect – Our Guest Promises
- Room Match Guarantee: A clean room that faithfully reflects the listing—working AC, sanitized private washroom, hygienic fresh linen, and verified Wi-Fi.
- Guaranteed Check-in: If an accredited property denies check-in on a confirmed booking through no fault of yours, OnStay arranges a comparable alternative stay or provides an immediate 100% refund.
- Human Support: Dedicated human assistance available 24×7 via phone and WhatsApp at 0771-299-4005. Target response during an active stay is under 30 minutes.
- Zero Discrimination: Absolute non-discrimination across gender, religion, marital status, or region.
- Verified Reviews: Only guests with completed checkouts can submit ratings, ensuring authentic, un-manipulated guest feedback.
8. Reporting Issues During or After a Stay
During Your Stay: Call or WhatsApp our helpline at 0771-299-4005 with your booking ID and photos/videos of the issue. We will mediate immediately with the hotel owner.
After Checkout: Submit service quality or billing refund claims within 7 days of checkout date for swift review.
9. Removal and Blacklisting of Guests
A hotel partner may terminate an active stay without refund in cases of serious guest breach, including violent behavior, harassment of staff or guests, illegal drug use, or intentional property destruction. OnStay reserves the right to suspend or permanently ban accounts engaging in fraudulent or abusive activities.
TRUST & SAFETY POLICY
How we keep hotel stays honest, safe, sanitized, and completely private.
1. Our Principles
- Honesty: Zero misleading wide-angle photo deception, zero hidden checkout fees.
- Safety: Safe and welcoming stays for solo travelers, families, and women.
- Privacy: Strict zero-spycam enforcement, secure handling of identity data under DPDP Act 2023.
- Accountability: Rapid resolution SLAs with real human managers.
- Fairness: Respectful, sustainable partnerships with independent hotel entrepreneurs.
2. The 50-Point Property Audit
2.1 In-Person Inspection Checklist: Every listed property undergoes physical on-site verification before onboarding. Our field auditors evaluate 50 criteria across:
- Hygiene & cleanliness of linen, mattresses, floors, and washrooms.
- Functional air-conditioning, water geysers, lighting, and power backup.
- Sanitized private bathrooms with running water and proper ventilation.
- High-speed Wi-Fi benchmarked live on site.
- Fire safety: fire extinguishers, clear exit paths, and emergency contacts.
- Security: functioning CCTV in common reception/corridors, sturdy room locks, and proper guest ledger registers.
- Authenticity of photos against actual room condition.
2.2 Periodic Re-Audits: Properties are subject to periodic unannounced audits. Sub-standard properties receive written remediation notices and face delisting if quality deficiencies are not corrected within stated deadlines.
3. Listing Accuracy and Pricing Integrity
Photos must depict actual room categories accurately. Artificial enhancements or stock photos are forbidden. Prices displayed on OnStay include taxes and service fees; hotel partners are strictly prohibited from collecting unauthorized checkout surcharges.
4. Verified Reviews
Review submission links activate only after checkout is recorded on our PMS. Hotel partners cannot buy, alter, censor, or retaliate against reviews. We preserve genuine critical reviews to maintain marketplace trust.
5. Safe Stays and Women's Safety
Properties must maintain well-lit corridors, sturdy double-locking doors, and manned or monitored reception desks. Hotel staff are strictly forbidden from entering occupied guest rooms without prior guest consent, except during declared emergencies. Unwanted staff contact or harassment is treated as a priority emergency.
6. Privacy in Your Room & Strict Anti-Spycam Rule
If you ever suspect a covert recording device: vacate the room immediately, dial 112 (Police), and notify our emergency helpline at 0771-299-4005. We will immediately suspend the property, dispatch emergency personnel, and support full police filing.
7. Fraud and Payment Safety
Pay only via OnStay approved platform channels (UPI, cards, netbanking, or verified hotel desk POS). OnStay personnel will never ask for your OTP, UPI PIN, or card CVV over phone or WhatsApp. Report suspicious payment requests immediately.
8. Emergency Support
In life-threatening situations, dial 112 (National Emergency Number for Police, Fire, Ambulance) first, then inform the hotel front desk and our 24×7 incident desk at 0771-299-4005. Our senior operations team coordinates re-accommodation and medical assistance around the clock.
9. Non-Discrimination and Respect
We enforce strict zero-tolerance policies against discrimination on basis of religion, caste, gender, sexual orientation, disability, state of origin, language, or marital status. Hotel partners cannot deny confirmed bookings on discriminatory grounds.
10. Reporting a Concern & Response SLAs
You may report safety issues, hidden cameras, harassment, misleading photos, or off-platform payment solicitations via phone / WhatsApp at 0771-299-4005 or email at support@hindustaan.in.
11. Enforcement Against Partners
12. Enforcement Against Guests
Depending on severity: warnings, booking cancellations, temporary account restrictions, or permanent platform bans. Illegal or violent conduct is referred directly to local law enforcement authorities.
13. Appeals and Grievances
If you disagree with any resolution or penalty decision, you may appeal directly to our designated Grievance Desk:
Appeals are reviewed by a senior manager within 5 business days. Consumers may also approach the National Consumer Helpline (1915) or District Consumer Disputes Redressal Commissions.
14. Policy Updates
We may update this policy periodically as OnStay services evolve across India. Any material revisions will be published on the Platform with an updated effective date. Continued use of OnStay constitutes acceptance of the revised policies.