Privacy Policy & Terms

Designated grievance officer

3.1 Identity & contact data

• Name, email address, phone number, postal/billing address, nationality, date of birth (where required for registration).
• Account & authentication — credentials and profile data if you create an account on our site.
• For foreign nationals: passport number, visa details, country of origin — as required by the Foreigners Act 1946 and Himachal Pradesh Police hotel register rules.

3.2 Reservation & stay data

• Booking dates, room category, rate plan, party composition, special requests.
• Dietary requirements, accessibility needs, or other preferences you voluntarily share.
• Incident reports, complaints, maintenance records, and service notes relating to your stay.
• In-house folio charges: dining, spa, laundry, minibar, telephone, transfers, etc.

3.3 Payment data

• Online payments are processed by Razorpay (Section 8). We receive transaction references, amount, status — not your full card number on our own servers.
• For on-property payments: card terminal receipts and authorisation codes are handled via bank-provided hardware; we do not store raw card data.
• Billing name, GSTIN (if claiming ITC), and invoice details for tax purposes.

3.4 Communication data

• Content of emails, website contact-form submissions, telephone calls (where recorded with notice), SMS, and WhatsApp messages — all treated as personal data under this Policy.
• WhatsApp is commonly used for guest communication at our properties. Messages sent via WhatsApp are retained only as long as necessary to fulfil the service request, after which they are deleted from hotel devices.

3.5 Technical & website data

• IP address, browser type, device model, operating system, pages visited, referral source, session duration.
• Cookie data (see Section 5).

3.6 Legally mandated check-in data

Note: We have no discretion to waive these legally mandated checks. Refusal to provide required identification will prevent check-in.

• Government-issued photo ID (Aadhaar, PAN, passport, driving licence, voter card) for all guests aged 18+.
• C-Form details for foreign nationals as required under Rule 14 of the Registration of Foreigners Rules, 1992.
• Statutory guest register entries as required by Himachal Pradesh Police and applicable state laws.

3.7 CCTV & security data

• Footage from cameras in entrances, lobbies, corridors, parking areas, restaurants, and other public/semi-public areas.
• CCTV is NOT deployed in guest rooms, bathrooms, changing areas, or any private guest space.

8.1 Online payments (Razorpay)

All online payments on royalregency.co.in are processed by Razorpay Software Private Limited, a PCI-DSS compliant payment gateway. Card details, UPI credentials, and net banking data are submitted directly to Razorpay. Royal Regency does not store your full card number on its own servers. We retain transaction ID, amount, payment status, and billing metadata for accounting, GST compliance, and dispute resolution.

Read Razorpay's privacy practices in their official privacy policy.

8.2 On-property payments

We accept cash, debit/credit cards, and UPI. Card transactions are processed via bank-provided POS terminals. We do not store raw card data from on-property transactions.

8.3 GST on hotel services

GST is charged on the actual invoiced room rate. Cancellation charges attract GST at the same rate as the original booking. Corporate guests requiring ITC must provide GSTIN at check-in; ITC is available only for rooms billed above Rs. 7,500/night at 18% GST.

8.4 Authorisation for post-stay charges

By providing a payment method at check-in or during online booking, you authorise the Hotel to charge any outstanding folio balance on departure, including damage assessments, incidental charges, or cancellation fees arising under this Policy.

12.1 Making a reservation

A booking is confirmed only upon receipt of a written confirmation from Royal Regency or payment of the applicable deposit/advance. Rates are in Indian Rupees (INR). USD approximate equivalents shown on the website are indicative only; you will be charged in INR.

12.2 Cancellation & refund policy

All cancellations must be submitted in writing (email, booking platform, or your account on our website) with your booking reference number. Verbal cancellations are not accepted. Refunds, where applicable, will be processed back to your original payment method in up to 14 business days. Date changes are subject to availability and may be treated as a cancellation of the original booking and creation of a new booking, attracting applicable cancellation charges.

12.3 No-show policy

If you fail to arrive on your check-in date without prior written cancellation notice, 100% of the total booking value will be charged. No refund will be issued.

12.4 Group bookings (10+ rooms)

Bookings of 10 or more rooms, event hire, or wedding/banquet packages are governed by a separate written Group Booking Agreement. Group bookings typically require a non-refundable deposit of 25–50% of total value at the time of booking.

12.5 Date changes

Requests to change reservation dates are subject to room availability and prevailing rates. A date change may be treated as a cancellation of the original booking and creation of a new booking, attracting applicable cancellation charges.

12.6 Force majeure

If the Hotel is unable to honour a confirmed reservation due to a Force Majeure Event — including acts of God, floods, earthquakes, landslides, snowstorms (Shimla/Manali are prone to seasonal road closures), fire, pandemic, epidemic, government order, civil unrest, or terrorism — the Hotel will: (a) notify you as soon as reasonably practicable; (b) offer you an alternative date or property of equivalent category; or (c) refund the full advance paid, without further liability. Force Majeure shall not give rise to any claim for compensation or consequential damages from either party.

13.1 Check-in

• Standard check-in time: 3:00 PM.
• Early check-in (before 3:00 PM) is subject to room availability and may attract an additional half-day charge at the prevailing rate.
• Valid photo ID is mandatory for all guests aged 18 and above at check-in.
• Foreign nationals must produce a valid passport and visa; C-Form will be completed by hotel staff within 24 hours of arrival as required by law.
• Unmarried couples: Royal Regency welcomes all guests irrespective of marital status, as is the law in India. ID of both guests will be recorded as required by statutory registers.

13.2 Check-out

• Standard check-out time: 11:00 AM.
• Late check-out (after 11 AM) is subject to availability. A half-day room charge may apply for check-out up to 6:00 PM; a full day's charge applies thereafter.
• All folio charges must be settled prior to or at check-out.
• Unreturned key cards will be charged at Rs. 500 per card or replacement cost, whichever is higher.

13.3 Room occupancy

• Maximum occupancy is as specified at the time of booking. Additional persons beyond stated occupancy will attract an extra person charge.
• Specific room number preferences are noted but cannot be guaranteed.
• Pets are not permitted at any Royal Regency property unless explicitly agreed in advance in writing.
• Visitors (non-resident guests) are permitted in rooms only with prior intimation to reception and are not permitted to stay overnight unless registered and paying for an additional occupant.

14.1 General house rules

• Guests must comply with all reasonable house rules, staff instructions, and signage on Hotel premises.
• Behaviour that endangers safety, disturbs other guests, is abusive to staff, or violates Indian law may result in immediate eviction without refund of unused nights.
• The Hotel reserves the right to refuse service or accommodation to any person at its reasonable discretion, consistent with applicable law.
• Illegal activities on Hotel premises will result in immediate eviction, forfeiture of the full booking value, and referral to law enforcement.

14.2 Smoking policy

• Smoking (including vaping and e-cigarettes) is prohibited inside all rooms, corridors, restaurants, lobbies, and covered areas.
• Designated smoking areas are available at both properties — please ask reception for locations.
• Violation of the smoking ban will attract a deep-cleaning and odour-remediation charge of Rs. 3,000–Rs. 10,000 per incident.

14.3 Property damage

• Guests are fully liable for any damage to, loss of, or destruction of Hotel property caused by themselves, their invitees, or minors in their care.
• The Hotel will charge the documented cost of repair or replacement plus reasonable labour and procurement costs.
• Where the cost cannot be immediately verified, a provisional hold or deposit may be taken pending the final damage assessment.
• Photographs, CCTV footage, and inventory checks will be used to substantiate damage claims.
• Deliberate or negligent damage may be reported to the police in addition to civil recovery.

14.4 Extraordinary cleaning

Excessive soiling, biological contamination, or misuse of rooms requiring specialist cleaning will attract additional charges of Rs. 2,000–Rs. 15,000 depending on extent and nature, evidenced by vendor invoices.

14.5 Minibar, room service & ancillary charges

• Minibar items consumed during your stay will be added to your folio at the prevailing tariff.
• Minibar inventory is checked at check-out. Consumed but unacknowledged items will be charged to the card on file.
• Room service, spa, laundry, telephone, and transfer charges are added to the folio at the time of service.

14.6 Disputes & billing

Billing disputes must be raised at check-out or within 7 calendar days of departure by email to the relevant property. Charges are assessed in good faith based on inspection records, photographs, and customary tariffs. Nothing in this Policy limits non-waivable consumer rights under the Consumer Protection Act, 2019.

25.1 Grandfathering of existing coupon holders

• Any coupon codes, promotional credits, or loyalty points earned or issued to a guest prior to the effective date of a policy change will remain valid and honoured at their original value and terms, as at the date they were issued or earned.
• A change in coupon rates, redemption values, or programme structure will not retroactively reduce or invalidate points or coupons already held by guests at the time the change is announced.
• New rates, terms, or programme structures will apply only to coupons issued or points earned after the effective date of the change.
• Guests holding coupons or loyalty points issued prior to a policy change will be given a minimum redemption window of 90 days from the date of notice to redeem their existing coupons or points under the original terms, subject to room availability.

25.2 General coupon terms

• Coupons and promotional codes are non-transferable, non-exchangeable for cash, and valid only for the property, room type, and dates specified at the time of issue.
• Coupons cannot be combined with other promotions or OTA offers unless explicitly stated.
• Royal Regency reserves the right to withdraw or modify future coupon programmes with reasonable prior notice, subject to the grandfathering protections in Section 25.1.
• In the event of suspected fraud, misuse, or abuse of coupon or loyalty programmes, the Hotel reserves the right to cancel the relevant coupons or points and take appropriate action.