Guest Policies for a comfortable stay.

Check-in & Check-out

Standard Check-in: From 2:00 PM Standard Check-out: By 11:00 AM

Early check-in and late check-out are subject to availability and may attract additional charges.

If you expect to arrive late, we recommend informing the property in advance so our team can prepare for your arrival.

Check-in and check-out timings may vary for certain properties. The timings displayed on your booking confirmation will take precedence.

Guest Identification

For everyone's safety, all guests staying at the property must provide a valid government-issued photo ID at check-in.

Indian guests may present an accepted government-issued photo identity document.

Foreign nationals are required to present a valid passport and visa/other applicable travel documentation as required under Indian law.

The name on the reservation should correspond with the primary guest checking in.

The property reserves the right to refuse check-in where valid identification or legally required documentation is not provided.

Age Requirement

The primary guest making the reservation must ordinarily be 18 years of age or above.

Guests below 18 years must be accompanied by a parent, legal guardian, or responsible adult, subject to applicable law and individual property requirements.

Certain experiences, services, or facilities may have separate age restrictions.

Couples & Local Guests

Neu Stays welcomes unmarried couples, subject to presentation of valid government-issued identification and applicable law.

Local IDs are generally accepted unless a specific property displays a different restriction before booking.

We believe every guest deserves privacy and respectful hospitality.

Room Occupancy

Rooms may only be occupied by the number of guests confirmed in the reservation.

Additional guests are subject to:

Unregistered overnight guests are not permitted.

Children's accommodation and extra-bed policies may differ by room category and property and will be displayed during booking.

• Maximum room occupancy
• Availability of extra bedding
• Applicable additional guest charges
• Mandatory identification requirements

Visitors

Visitors may be permitted in designated areas or guest rooms according to the property's security and visitor policy.

All visitors may be required to register at reception and provide valid identification.

For guest safety, the property may restrict visitor access during certain hours.

Overnight visitors must be registered as staying guests and applicable charges may apply.

Children

We love welcoming families.

Children must remain under the supervision of their parents or guardians, particularly around:

Age-based accommodation, meal and extra-bed charges, where applicable, will be communicated during booking.

• Swimming pools
• Balconies
• Play areas
• Elevators and staircases
• Restaurants and public areas
• Fitness and wellness facilities

Pet-Friendly Stays 🐾

Selected Neu Stays properties and room categories are pet-friendly.

Where pets are permitted:

Please check the Pet-Friendly indicator on the individual property page before booking.

Service animals will be handled in accordance with applicable requirements.

• Pet accommodation must be selected or informed at the time of booking.
• Additional cleaning or pet-stay charges may apply.
• Pets must remain under the guest's supervision.
• Guests are responsible for any damage caused by their pets.
• Pets may be restricted from certain areas such as swimming pools, spas, gyms or specific dining areas.

Smoking Policy

Smoking is permitted only in designated smoking areas or designated smoking rooms, where available.

Smoking inside a non-smoking room may result in additional deep-cleaning or restoration charges.

Please help us keep shared spaces fresh and comfortable for everyone.

Alcohol & Intoxicating Substances

Alcohol consumption is permitted only where legally allowed and in accordance with the property's licensing conditions and applicable local laws.

Guests must meet the applicable legal drinking-age requirements.

Possession, consumption, distribution or use of illegal drugs, narcotics, or prohibited substances is strictly prohibited.

Neu Stays reserves the right to involve appropriate authorities where required by law.

Swimming Pool

Where a swimming pool is available:

Some properties may temporarily close the pool for maintenance, weather conditions, private events, or safety requirements.

• Please follow displayed pool timings and safety instructions.
• Children must be supervised by a responsible adult.
• Glassware should not be carried into the pool area.
• Diving may be prohibited depending on pool depth.
• Appropriate swimwear should be used.
• Guests should avoid using the pool while under the influence of alcohol or substances that may impair judgement.

Property Amenities & Experiences

Facilities such as the restaurant, café, bar, spa, wellness centre, gym, swimming pool and banquet/event spaces may vary by property.

Some facilities and experiences may:

Please refer to the individual property page for current facility information.

• Require advance reservations
• Have separate operating hours
• Carry additional charges
• Have minimum-age requirements
• Be temporarily unavailable due to maintenance, weather, events or operational reasons

Celebrations, Decorations & Events 🎉

We would love to help make your special moments memorable.

Birthday decorations, anniversaries, proposals, candlelight dinners, pool parties, private celebrations, weddings and other events should be arranged or approved by the property in advance.

Outside decorators, DJs, musicians, photographers, vendors, food, beverages or equipment may require prior approval and may attract additional charges.

Confetti, fireworks, candles, smoke machines, loudspeakers or other items presenting a safety or cleaning concern must not be used without written/property approval.

Food & Outside Deliveries

Outside food and food-delivery services may be permitted depending on individual property policies.

For security reasons, delivery personnel may be restricted from entering guest-room areas. Guests may be requested to collect deliveries from the reception or designated delivery point.

Certain resorts or full-service properties may restrict outside food and beverages. Any such restriction should be displayed on the property page or communicated before arrival.

Quiet Hours & Guest Comfort

A great stay includes a good night's sleep.

Guests are requested to keep television, music, conversations and other noise at a reasonable level, particularly during designated quiet hours.

Parties, loud music, speakers or gatherings inside rooms are not permitted unless specifically approved by the property.

Repeated disturbance to other guests may result in intervention by the property team and, in serious cases, termination of the stay.

Respectful Behaviour

Neu Stays maintains a respectful and inclusive environment for guests and team members.

We do not tolerate:

The property may refuse service or require a guest to leave in cases of serious misconduct, subject to applicable law and without prejudice to charges already incurred.

• Threatening or abusive behaviour
• Harassment
• Violence
• Discrimination
• Deliberate disturbance of other guests
• Damage to property
• Illegal activities
• Behaviour that creates a serious safety risk

Room & Property Care

Please treat your Neu space as you would your own.

Guests are responsible for deliberate or negligent damage, excessive soiling, missing items or misuse of property assets caused by themselves, accompanying guests, visitors, children or pets.

Reasonable repair, replacement or specialist cleaning costs may be charged after assessment and, where practicable, supporting details will be provided.

Normal wear and tear is excluded.

Keys & Key Cards

Please keep your room key or key card secure.

Lost or damaged physical keys, electronic cards or access devices may attract a replacement charge where applicable.

Never share room-access credentials with unknown persons.

Guest Safety & Security

For your safety:

Please contact reception immediately in case of an emergency or safety concern.

• Lock your room when leaving.
• Do not provide room access to unknown persons.
• Use in-room safes, where available, for valuables.
• Report suspicious activity immediately to the property team.
• Familiarise yourself with emergency exits and safety information.

Personal Belongings

Guests are responsible for taking reasonable care of their personal belongings.

Neu Stays and the individual property will handle lost-and-found items according to the property's procedure.

Any liability for loss, theft or damage will be subject to applicable law and the circumstances of the incident.

Parking

Parking is subject to availability at properties offering parking facilities.

Valet parking may be available at selected properties.

Guests should not leave valuables inside vehicles. Parking and valet services are subject to the specific property's conditions and applicable law.

Housekeeping

Regular housekeeping is provided according to the service schedule of the individual property.

Guests may request privacy or choose to skip housekeeping by using the Do Not Disturb facility where available.

For longer stays, the property may require periodic access for housekeeping, maintenance, safety or hygiene purposes after reasonable communication with the guest.

Do Not Disturb

We respect your privacy.

However, for safety, security, maintenance, legal compliance, or welfare concerns, authorised property personnel may need to contact the guest or access the room in exceptional circumstances.

Where circumstances permit, the team will attempt to contact the guest before entering.

Photography & Commercial Shoots

Personal photography is generally welcome.

Professional, commercial, promotional, influencer, pre-wedding, product or production shoots require prior approval from the property.

Photography or recording must respect the privacy of other guests and team members.

Drone usage requires prior approval and must comply with applicable aviation and local regulations.

Prohibited Items & Activities

For everyone's safety, guests must not bring or use unlawful or hazardous items at the property.

Weapons, explosives, fireworks, flammable materials, illegal substances and other prohibited items are not permitted except where possession is expressly lawful and specifically permitted under applicable regulations and property security requirements.

Illegal activities of any nature are strictly prohibited.

Maintenance & Emergency Access

Occasionally, maintenance may be necessary during a guest's stay.

In urgent situations involving safety, security, fire, water leakage, infrastructure failure or another emergency, authorised personnel may enter a room where reasonably necessary.

Our team will always aim to minimise inconvenience.

Force Majeure & Unforeseen Circumstances

Certain services or facilities may be affected by circumstances outside the property's reasonable control, including severe weather, natural events, government restrictions, utility disruptions, transportation interruptions or other unforeseen events.

Neu Stays will make reasonable efforts to assist affected guests, subject to availability, applicable booking conditions and law.

Booking, Modification & Cancellation

Cancellation, amendment, no-show and refund conditions depend on the rate plan selected at the time of booking.

Before payment, guests will be shown the applicable cancellation conditions.

Where a promotional or non-refundable rate is selected, different conditions may apply.

For detailed information, please refer to our Cancellation & Refund Policy and the conditions shown on your booking confirmation.

No-Show Policy

A reservation may be treated as a No-Show if the guest does not arrive within the applicable arrival period and has not informed the property.

Charges and room-release conditions will follow the rate plan selected during booking.

If you're running late, simply contact us — we'll do our best to assist.

Security Deposit

Selected properties, villas, extended stays, group reservations, events or specific room categories may require a refundable security deposit.

Where applicable, the requirement and amount will be communicated before confirmation or check-in.

Refunds are subject to verification of outstanding bills, damages, missing items or other legitimate charges.

Property-Specific Policies

Every Neu Stays property has its own character, location and facilities.

Certain properties may therefore have additional rules relating to:

Swimming Pools • Beaches • Forest Areas • Heritage Buildings • Villas • Parking • Pets • Events • Alcohol • Local Regulations • Adventure Activities

Any important property-specific restriction should be displayed on the property page and/or communicated before booking.

Where a property-specific policy conflicts with this general policy, the clearly disclosed property-specific condition applicable to that booking will apply, subject to applicable law.

Privacy

Guest information is handled in accordance with our Privacy Policy and applicable data-protection requirements.

Information may be collected and processed where necessary for reservations, check-in, payment, security, regulatory compliance and delivery of hospitality services.

Please refer to our Privacy Policy for complete details.

Need Help During Your Stay?

Something doesn't feel right? Need assistance? Want to arrange something special?

Please speak with our Front Desk or Guest Experience Team. We encourage guests to give us an opportunity to resolve concerns during the stay, whenever possible.

We're here to make your stay feel Neu. ♡

Respect the space. Respect the people around you. Explore responsibly. And leave with stories worth sharing.

Stay Fresh. Stay Comfortable. Stay Neu.

These Guest Policies may be updated periodically to reflect operational, regulatory, safety or guest-experience requirements.

The version displayed on the official Neu Stays website at the time relevant to the booking/stay will apply, subject to applicable law.

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