Terms & conditions

● Hotel Standard Check-in time is 01.00PM hours IST and check-out time is 11.00AM hours.

● Early check-in and late check-out are available subject to availability.

● Individual Cancellation, No-Show and Amendment Policy: Cancellation made 3 days prior to the arrival date shall not incur any cancellation charges ‘beyond that 1-night retention charges’ will be applicable.

● All standard policies pertaining to the hotel/ hospitality industry are applicable, when a specific reservation policy is not mentioned in the “Reservation Confirmation” document.

● Child Below 8 Years not chargeable for accommodation only.

● Valid Photo ID with address has to be carried by every person at check - In Time.

● The amount paid for the room does not include room service,mini bar,snacks and telephone calls.

● The Management reserves the right of Admission.

● Management is not responsible for any of your personal belongings.

● One Day Room Rent will be Chargeable if the confirmed booking is canceled before 24 hours.

● Guest's visitors are not allowed in the room

● Payment can be made using the credit card, payment gateway link, deposit in the bank account or demand draft before the due date.

● Applicable Taxes – Taxes are as applicable at the time of reservation.

● An extension of stay at the Hotel is liable to be offered at rate/offer applicable at the time the extension request is made. In case, the original offer at which the reservation was booked has expired at that time, the hotel is not liable to offer a room at the original rates but at current rates on offer.

● Certain privileged booking rates or special offers are not eligible for cancellation, refund or any change. The Customer is therefore advised to check the room description and any such conditions carefully prior to making a booking. Hotels shall not be liable to cancel or refund any monies or alter any bookings if booking is made under such privileged booking rates or special offers.

● Upon cancellation of booking, the refund of the booking amount will be initiated. The booking amount after deduction of cancellation charges and taxes, as applicable, will be credited into the bank account of the Customer using the same payment mode (i.e. debit card/ credit card/ net-banking and any electronic mode) by which the booking was made by the Customer. The refund process may take 10-15 business days.

● In case the booking amount is paid using a credit card, the refund will be processed on the credit card.

● Children up-to 5 Years of age can stay free Additional charges may be applicable for children between 5 and 12 years. 13 years will be charged as per extra adult rate.

● In keeping with our heightened security procedures, we request you to provide your photo-identity proof while checking-in. Indian Nationals can present any of the following which is mandatory: Passport, Driving License, Voter ID Card, Pan Card. Foreign Nationals are required to present their passport and valid visa.

1. No gatherings and parties of any nature are allowed in the room. The Hotel reserves the right to evict any additional occupants in the room.

2. This reservation is not transferable.

3. Hotel reserves the right to send guests away from the Hotel due to their conduct and behavior or for any other safety, security, medical reasons. This applies in particular, if Guests do not observe instructions given by Hotel employees, express themselves in a discriminating manner, harass or endanger other guests.

4. Guests will not be permitted to compromise the health, safety and security aspects of the Hotel at any point of time.

5. Guests are bound to produce an original proof of identity at the time arrival in the Hotel

6. Special terms of offer will be applicable for the respective bookings and in case of conflict, the terms of such special offers will prevail.

7. Guests are not allowed to bring food and beverage from outside in the Hotel or order food from outside the Hotel.

8. In case of conflict in the actual bill provided to you after the receipt of services, the terms of the bill will prevail.

9. Neatness and hygiene should be adequately maintained by the Guest. The Guest should always adhere to the safety, security and hygiene advise duly provided by the Hotel and should avoid breaching the same. The Guest will be solely responsible for any such violation if identified.

10. All the assets and valuables of the Hotel should be duly maintained adequately and should not be damaged or destroyed. The Hotel has the discretion to levy any charges in future if it is proven beyond doubt that such damage/destruction to the asset of the Hotel (both movable and immovable) have been done or caused by the Guest.

11. Management and staff work hard to provide a safe and secure environment. We do everything possible to ensure a secure environment is maintained and we ask that our guests do also. The Hotel takes no responsibility for any personal possessions that are lost, stolen or misplaced whilst on the premises due to the acts and omissions of the guests themselves.

12. Lost property found on the premises is logged and kept in a secure location for a period of three (3) months. Thereafter items are either disposed of or donated to charity. The Hotel accepts no responsibility for contacting individuals in relation to lost property. Perishable items retrieved from rooms after check out are only held until close of business that day.

13. Valet parking is always at the Guest’s risk and advice from the Security Team needs to be strictly adhered with by the Guest at the time of checking in. Hotels will not be accountable for loss of any valuables from such parked vehicles.

14. We do our best to ensure reservation arrangements are satisfactory, however, the Hotel does not accept any liability for any loss financial or otherwise, travel delay, injury, damage, additional expenses or inconvenience caused directly or indirectly by any events which are beyond our control. These include, but not limited to, flight delays or cancellations, civil disturbance, defects in vehicles, strikes, theft, acts of terrorism, natural disaster, war, fire, floods, acts of God, acts of Government or of any other authorities, changes to Government regulations, accident to or failure of machinery or equipment, maintenance requirements or industrial action.

15. The transport to the airport is provided at additional cost and the Hotel is not accountable to whatsoever happens to the guests during such transits.

Last Updated: December 17, 2025

Introduction
Hotel Heritage Grand, Thane (“Hotel Heritage Grand”, “we”, “us”, or “our”) values your privacy and is committed to protecting the personal information of our guests, website visitors, and customers. This Privacy Notice explains how we collect, use, disclose, and protect your information when you interact with us through our website, reservation systems, social media pages, telephone inquiries, or in-person services (collectively referred to as the “Services”).

By using our Services, you acknowledge that you have read and understood this Privacy Notice. This Privacy Notice applies to information collected through our website, booking systems, marketing communications, and during your stay at Hotel Heritage Grand.

Information We Collect
We may collect Personal Information that identifies or relates to you directly or indirectly.
Contact Information

Examples include:
Full name
Residential or postal address
Phone number
Email address

Purpose of Collection:
Process hotel reservations and service requests
Respond to enquiries and customer support requests
Send booking confirmations and invoices
Communicate important updates about reservations
Improve guest experience and personalize services

Government-Issued Identification
We may collect identification details such as passport numbers or national ID documents to verify guest identity and comply with government regulations

Financial Information
This may include credit or debit card details and billing information required to process payments and confirm reservations. Payment information is handled through secure payment providers.

Technical Information
When you visit our website, we may automatically collect technical information such as IP address, device information, browser type, and website usage data to improve performance and user experience.

Cookies and Website Technologies
Our website may use cookies and similar technologies to remember preferences, analyze website traffic, and improve functionality. Users may disable cookies in their browser settings if desired.

Use of Personal Information
Process reservations and provide hotel services
Communicate with guests regarding bookings
Improve service quality and guest experience
Comply with legal and regulatory requirements

Information Disclosure
We may disclose personal information to service providers assisting in operations, business partners necessary for delivering requested services, or government authorities where required by law.

Data Security
We implement appropriate administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, misuse, alteration, or disclosure.

Third‑Party Websites
Our website may contain links to third‑party websites such as online travel agencies or payment platforms. We are not responsible for the privacy practices of these external websites.

Information Retention
Personal information will be retained only for the period necessary to fulfill the purposes described in this Privacy Notice or to comply with legal and regulatory obligations.

Your Privacy Rights
Request access to personal information we hold about you
Request correction of inaccurate information
Request deletion of personal data where legally permissible
Withdraw consent for certain data processing activities

Minors
Our Services are not directed toward individuals under the age of 18, and we do not knowingly collect personal information from minors.

Updates to This Privacy Notice
Hotel Heritage Grand may update this Privacy Notice from time to time. Updates will be posted on this page along with the revised date.

Contact Us
Hotel Heritage Grand
Thane, Maharashtra, India
Email: reservations@hotelheritagegrand.com
Phone: +91 9321945198 / +91 9321945190

Effective Date: December 17, 2025

At Hotel Heritage Grand, Thane, we aim to provide a seamless and transparent reservation experience for all our guests. This Refund and Cancellation Policy outlines the terms applicable to reservations made directly through our website, email, telephone, or authorized booking partners.
By confirming a reservation, guests acknowledge and agree to the policies stated below.

1. Individual Reservation Policy
(Applicable for bookings up to 1 or 2 rooms)
• Free Cancellation
• Guests may cancel their reservation up to 48 hours prior to the scheduled check-in date without any cancellation charges.
• Late Cancellation
• Cancellations made within 48 hours of the scheduled arrival date will incur a retention charge equivalent to one night’s room rate including applicable taxes.
• No-Show Policy
• If a guest fails to arrive on the scheduled check-in date without prior cancellation, the reservation will be considered a No-Show.
• In such cases, one night’s room charge including applicable taxes will be deducted, and the remaining booking may be released.
• Early Departure
• Guests checking out before their confirmed departure date may be subject to early departure charges equivalent to one night’s room rate, unless otherwise approved by the hotel management.

2. Group Reservation Policy
(Applicable for bookings of 2 rooms or more or group/event reservations)
• Cancellation 15 Days Prior to Arrival
• Full cancellation received 15 days or more before the scheduled arrival date will be accepted without any cancellation charges.
• Cancellation Between 7–14 Days Prior to Arrival
• Cancellations received 7 to 14 days prior to arrival will attract 50% of the total booking value as cancellation charges.
• Cancellation Within 7 Days of Arrival
• Cancellations made within 7 days of the scheduled arrival date will attract 100% retention of the total confirmed booking amount.
• Reduction in Room Block
• Any reduction in the number of confirmed rooms within 7 days of arrival may be treated as a partial cancellation and charged accordingly.
• Group No-Show
• If the group fails to arrive as scheduled without prior notification, the hotel reserves the right to charge 100% of the confirmed booking amount.

3. Refund Policy
• Refund Processing Timeline
• Eligible refunds will be processed within 7–10 working days from the date of cancellation confirmation.
• Mode of Refund
• Refunds will be issued through the same mode of payment used at the time of booking, unless mutually agreed otherwise.
• Transaction Charges
• Applicable bank charges, payment gateway fees, or transaction charges may be deducted from the refundable amount.
• Third-Party Bookings
• Reservations made through Online Travel Agencies (OTAs) or third-party platforms must be cancelled through the respective platform and will be governed by their cancellation policies.

4. Reservation Amendments
• All requests for changes in reservation dates, number of rooms, or guest details are subject to availability and prevailing room rates.
• The hotel reserves the right to revise room rates in case of date modifications.
• Amendments must be requested in writing via email or confirmed with the reservations department.



5. Peak Periods & Special Events
• During peak seasons, festivals, exhibitions, holidays, or special events, different cancellation policies may apply.
• Guests will be informed of any special cancellation terms at the time of booking confirmation.

6. Force Majeure
Hotel Heritage Grand shall not be held responsible for cancellations, delays, or service interruptions caused by circumstances beyond reasonable control including:
• Natural disasters
• Government regulations or travel restrictions
• Public emergencies
• Strikes or unforeseen operational disruptions
In such situations, the hotel reserves the right to modify reservation terms or offer alternative arrangements at its discretion.

7. Policy Amendments
Hotel Heritage Grand reserves the right to modify, update, or revise this policy at any time without prior notice. The latest version of the policy will always be available on the official hotel website.

8. Contact Information
For cancellations, amendments, or refund queries, please contact:
Hotel Heritage Grand
Thane, Maharashtra, Indiaå
• Email: reservations@hotelheritagegrand.com
• Phone: +91 +91 9321945198 / +91 9321945190