GUEST POLICY

GUEST POLICIES

  • No drugs and alcohol allowed in any property premises.
  • Smoking and Vaping is not permitted inside the property premises besides the designated smoking areas.
  • Outside pets are not allowed in any Moustache property.
  • Any guest breaking the house rules, consuming illicit substances, and conducting a wrong behavioural approach, can be asked to leave the property immediately. These rights are retained by the property manager, who may, upon scrutiny, cancel your booking without being liable to raise any refunds.
  • Non Residents/Visitors are strictly not allowed in the property premises.
  • Moustache reserves the Right to admission.
  • We send you an email with detailed directions to the property and how to avoid the common scams within a few hours of receiving your booking. Please read this email carefully. Look at your spam folder in case you do not receive the email within 12 hours.
  • Guests are responsible for their belongings.
  • The Delhi and Jodhpur property follows Green Social non-air-conditioned hours from 10.00 hours to 20.00 hours. During this time the common areas are air-conditioned for guests to relax.

IDENTIFICATION
  • We need a valid passport and visa for foreign nationals and a valid Government Photo ID and Address proof like Driving licence, Aadhar card for Indian nationals during check-in. Student IDs are not eligible.
  • Policy for Local id stay at property differs for different properties, please reconfirm from individual property policy before booking. For e.g., residents of Jaipur will not be allowed to stay at Moustache Jaipur, Residents of NCR will not be allowed to stay at Moustache Delhi.
  • FOR GUESTS TRAVELLING TO MOUSTACHE HOSTEL DELHI – Guests residing from NCR region will not be allowed to stay at Moustache Hostel Delhi. NCR Regions consists of the following places: Uttar Pradesh: Baghpat, Bulandshahr, Gautam Budh Nagar, Ghaziabad, Hapur, Meerut, Muzaffarnagar, Shamli. Haryana: Bhiwani, Charkhi Dadri, Faridabad, Gurgaon, Jhajjar, Jind, Karnal, Mahendragarh, Nuh, Palwal, Panipat, Rewari, Rohtak, Sonipat. Rajasthan: Alwar, Bharatpur, NCT Delhi.

CHECKIN
  • 24-hour check-in permitted but the earliest check-in times are different for different locations so please do confirm from our website.
  • If you are arriving very early, it is recommended you book the previous night. You are welcome to wait in our common room if you would like, but for 3-4 am arrivals, we recommend booking an extra night.

PAYMENT
  • Guests will be asked to pay in advance minimum 50% to upto 100% of their booking amount to confirm their bookings by the reservations team at any point after they make the booking.
  • We have a strict advance payment policy at check-in
  • Credit cards accepted with 3 % additional bank charge
  • The prices are exclusive of Goods and Service Tax applied by Government of India and will be charged extra above the room rates as per the rates defined by the Government.
  • Security Deposits for Key Cards will be charged in CASH ONLY.
  • Breakfast is not included in the room rates for all properties, please verify the inclusions in room rate before booking. If not included, will be charged separately.

REFUND POLICY
  • Only amounts directly paid to us are eligible for direct refunds from us. No refunds will be provided for any amount paid to Online Travel Agents (like Agoda, Booking.com, Makemytrip.com etc).   
  • Refunds shall be processed only in case the cancellations are done as per the cancellation period provided to you during the booking. Our generic cancellation policy is as per provided in this policy document, however, we do have different cancellation periods for certain block out dates and large group bookings. These shall be intimated to you during or after the booking.   
  • All eligible refunds shall be processed in 10-12 days after we receive the bank details. We do not process refunds through GooglePay or any other UPI Payment methods.    
  • For refunds where original payment was made through Credit card or debit card or through payment gateway, refunds will be processed after deduction of charges of 3% on the total amount paid.
  • Black Out Dates for 2024
    All bookings will be strictly non-refundable, non-cancellable, and non-amendable for the following dates in 2024:
    - 15th to 19th August (Independence Day & Raksha Bandhan)
    - 1st to 3rd November (Diwali)
    - 23rd to 25th December (Christmas)
    - 30th December to 1st January (New Year)
    - 14th to 16th March (Holi)

GROUP BOOKING
  • For bookings of more than 4 people or stays of more than 15 days, please email us on reservations@moustachescapes.com to get authorisation. Else, we reserve the right to terminate your booking without any refunds.
  • Accommodation in the same dorm room for Groups of more than 4 can not be guaranteed
  • Group bookings that are not authenticated in advance by the Management, individual bookings made by different members of the same group, irrespective of source of booking (made for the purpose of misleading the management) can be cancelled at any point in time, without any prior notification/warning.
  • Any group breaking the house rules, consuming illicit substances, and conducting a wrong behavioural approach, can be asked to leave the property immediately. These rights are retained by the property manager, who may, upon scrutiny, cancel your booking without being liable to raise any refunds.

CANCELLATION POLICY
  • If you have booked a room through the use of a travel agency or an online travel agency (such as Booking.com, Expedia and Hostelworld), you must cancel or modify your booking through the agency that you used to make the booking.
  • Intimation by email has to be sent before expiry of the refundable period for free cancellation.
  • For Group Bookings of 4 or more than 4 guests, intimation by email has to be sent at least 7 days prior  to check in date and time or the refundable period communicated during booking for free cancellation.
  • In case of any Offers and Promotions the payment will be NON REFUNDABLE at any point.

ROOM EXTENSION POLICY
  • Please check at the front desk between 9AM – 9PM to extend your beds. It is solely on availability and on the current prices.
  • Payment has to be made in advance to confirm your extension.
  • We are much better over email than phones. So email us with your questions before calling us.