Terms for every Neu experience.

About Neu Stays

Neu Stays is a hospitality brand and hotel operating platform providing access to accommodation, hospitality experiences and related services across participating properties.

Depending on the property and commercial arrangement, individual properties may be owned by independent property owners and operated, managed, marketed, branded or commercially supported by Neu Stays.

The facilities, room categories, services and experiences available may therefore vary between properties.

Eligibility to Use Our Services

You must be legally capable of entering into a binding agreement to make a reservation through our website.

The primary guest for a hotel reservation must ordinarily be at least 18 years old and must provide valid identification at check-in.

If you make a booking on behalf of another person, you confirm that:

• You are authorised to make the booking
• The information provided is accurate
• The guest has been informed of the applicable booking conditions; and
• The guest agrees to comply with applicable property policies.

Account Registration

Certain features may require you to create or sign into a Neu Stays account.

You are responsible for:

Please notify us promptly if you suspect unauthorised access to your account.

We may restrict or suspend accounts reasonably suspected of fraud, misuse, security violations or unlawful activity.

• Providing accurate and current information
• Maintaining the confidentiality of your login credentials
• Keeping your contact information updated; and
• Activity undertaken through your account where attributable to your use or failure to protect your credentials.

Hotel Reservations

A booking is confirmed only after the booking process has been successfully completed and a Booking Confirmation has been generated or communicated to you.

Searching for a room, viewing availability or placing a room in a booking flow does not itself guarantee inventory.

Room availability may change until the reservation is successfully confirmed.

Your booking confirmation should contain important information including, where applicable:

Property • Stay Dates • Room Category • Number of Rooms • Guests • Rate Plan • Taxes • Add-ons • Payment Status • Cancellation Conditions

Please review these details immediately after booking.

Accuracy of Booking Information

Guests must provide accurate information when making a reservation, including:

Neu Stays will not be responsible for issues caused by materially incorrect information supplied by the guest.

If you notice an error, please contact us as soon as possible.

• Guest name
• Contact number
• Email address
• Number of guests
• Number of children, where applicable
• Room requirements
• Check-in and check-out dates

Room Occupancy

Each room category has a maximum permitted occupancy.

Guests may not exceed the permitted occupancy without approval from the property.

Additional guests, children, extra mattresses or bedding may attract additional charges.

The number of staying guests must be declared accurately during booking or check-in.

Check-in & Check-out

Unless otherwise displayed on the relevant property page:

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 carry additional charges.

Property-specific timings shown during booking or in the booking confirmation will take precedence.

Identification Requirements

Every guest must comply with identification and registration requirements applicable to the property and under Indian law.

Valid government-issued photo identification may be required at check-in.

Foreign nationals may be required to present their passport, valid visa and other documentation required under applicable law.

Failure to provide legally required documentation may result in refusal of check-in.

Room Rates

Prices displayed on the Neu Stays website may vary depending on:

Hospitality pricing may be dynamic. A rate viewed during one search is not guaranteed until the reservation is successfully confirmed.

• Property
• Room category
• Stay dates
• Occupancy
• Demand
• Season
• Rate plan
• Promotions
• Membership benefits
• Length of stay
• Included meals or services

Taxes & Statutory Charges

Applicable taxes, including GST and other statutory charges, will be calculated in accordance with applicable law.

Where reasonably practicable, the booking flow will display applicable taxes and mandatory charges before final payment.

Government-mandated changes in tax rates or statutory levies may be applied as required by law.

Payment

Depending on the selected property and rate plan, reservations may require:

Payment may be processed through authorised payment gateways and supported payment methods.

A booking is not considered successfully prepaid until the applicable payment has been received or confirmed by the payment system.

• Full advance payment
• Partial advance payment
• Payment at property; or
• Another payment arrangement displayed during booking.

Payment Failure

A payment may fail due to circumstances including:

A deduction from your account does not necessarily mean that a booking has been confirmed.

Please rely on your Neu Stays Booking Confirmation to verify reservation status.

Where a failed transaction results in a debit, reversal timelines may depend on the bank, card network, UPI provider or payment gateway.

• Bank rejection
• Incorrect payment information
• Network interruption
• Payment gateway failure
• Insufficient funds
• Authentication failure

Pricing Errors

We make reasonable efforts to display accurate pricing.

However, technical, system or human errors may occasionally result in an obviously incorrect rate, tax or package price being displayed.

Where a genuine and material pricing error occurs, we may contact you before honouring the affected service and offer, as appropriate:

We will not intentionally alter the confirmed price merely because market rates subsequently increase.

• Confirmation at the correct price; or
• Cancellation with refund of amounts paid for the affected booking.

Promotional Offers

Neu Stays may periodically offer:

Each offer may have separate eligibility requirements and Terms & Conditions.

• Coupon codes
• Seasonal offers
• Member rates
• Neu Explorer benefits
• Early booking offers
• Last-minute deals
• Bank/payment offers
• Property-specific promotions
• Celebration or experience packages

Coupon Codes

Coupon codes must be applied before completing the booking unless specifically stated otherwise.

Coupons may:

Unless expressly permitted, multiple coupon codes cannot be combined on the same reservation.

• Have an expiry date
• Apply only to selected properties or dates
• Require a minimum booking value
• Exclude certain room categories or rate plans
• Have usage limitations; or
• Be restricted to eligible users.

Neu Explorer & Loyalty Benefits

Neu Explorer benefits, discounts, rewards and privileges are subject to the applicable loyalty programme terms.

Benefits may vary according to membership level, property participation, availability and promotional conditions.

Neu Stays may modify loyalty programme features in accordance with the programme terms and applicable law.

Cancellation

Cancellation conditions depend on the rate plan selected when making the reservation.

Some bookings may be:

Fully Refundable • Partially Refundable • Non-Refundable • Date Restricted

The applicable cancellation conditions will be displayed before booking confirmation.

By confirming the reservation, you accept the cancellation conditions associated with the selected rate plan.

Refunds

Eligible refunds will be processed according to our Cancellation & Refund Policy and the applicable rate plan.

Refund processing time may vary depending on:

Neu Stays cannot control additional processing time taken by external financial institutions after a refund has been initiated.

• Original payment method
• Payment gateway
• Issuing bank
• Card network; or
• UPI/payment provider.

No-Show

If a guest fails to arrive and does not cancel or communicate with the property within the applicable period, the booking may be treated as a No-Show.

No-show charges will be determined according to the selected rate plan.

Early Departure

If a guest chooses to leave before the confirmed check-out date, unused nights are not automatically refundable.

Any refund or adjustment will depend on the applicable booking conditions and circumstances.

Guest Policies

Every stay is subject to our Guest Policies and any property-specific rules disclosed during booking or at the property.

These may cover matters including:

Visitors • Pets • Smoking • Alcohol • Swimming Pools • Parking • Children • Noise • Security • Housekeeping • Events • Photography

Guests are expected to review and comply with these policies.

Property-Specific Conditions

Neu Stays properties may differ in design, facilities, geography and operational requirements.

Individual properties may therefore have additional conditions regarding matters such as:

Material property-specific conditions should be displayed on the relevant property page, booking flow or booking confirmation where applicable.

• Beach access
• Forest or wildlife areas
• Heritage structures
• Swimming pools
• Villas
• Pets
• Parking
• Events
• Alcohol
• Local regulations

Property Images & Information

We aim to ensure that photographs, descriptions, amenities and property information accurately represent each property.

However, photographs are illustrative of the property or room category and may not represent the exact room assigned to a guest.

Furniture, décor, views, room layouts and minor design elements may differ between rooms within the same category.

Amenities & Temporary Unavailability

Certain amenities may temporarily become unavailable because of:

Where a material advertised facility is known to be unavailable and significantly affects an upcoming stay, we will make reasonable efforts to communicate this where practicable.

• Maintenance
• Renovation
• Safety requirements
• Weather
• Private events
• Government restrictions
• Technical issues
• Operational requirements

Experience Bookings

Neu Stays may allow guests to reserve experiences such as:

Dining • Spa • Wellness • Café • Bar • Banquet • Celebrations • Pool Experiences • Special Events

Experience bookings may have their own:

Booking accommodation does not automatically include paid experiences unless specifically mentioned in the package.

• Availability
• Timings
• Pricing
• Capacity
• Cancellation conditions; and
• Eligibility requirements.

Celebrations & Events

Celebrations, private dinners, decorations, pool parties, birthdays, anniversaries, proposals, weddings, corporate events and other arrangements require confirmation from the relevant property.

Additional charges may apply for:

Food • Decoration • Entertainment • Music • Lighting • Venue • Photography • Equipment • Additional Staff

Outside vendors may require prior property approval.

Conduct

Guests are expected to behave respectfully toward:

Harassment, violence, illegal activity, serious misconduct, deliberate damage or behaviour that materially threatens safety or disturbs other guests may result in removal from the property, subject to applicable law.

• Other guests
• Employees
• Vendors
• Local communities
• Property assets

Damage to Property

Guests may be responsible for reasonable costs arising from deliberate or negligent:

Where practicable, applicable charges will be supported by an assessment or relevant documentation.

Normal wear and tear will not be treated as guest damage.

• Damage
• Breakage
• Missing property items
• Excessive cleaning requirements; or
• Misuse of facilities.

Prohibited Activities

Guests must not use Neu Stays properties or services for unlawful purposes.

Illegal substances, unlawful weapons, explosives, dangerous materials and activities prohibited under applicable law are not permitted.

Neu Stays may cooperate with law-enforcement or regulatory authorities where legally required.

Acceptable Website Use

You may use the Neu Stays website for lawful personal or business travel purposes.

You must not knowingly:

• Attempt unauthorised access to our systems
• Interfere with website security
• Introduce malicious software
• Conduct fraudulent transactions
• Scrape or extract substantial website data without permission
• Impersonate another person
• Abuse promotional programmes; or
• Use the website for unlawful purposes.

Intellectual Property

Unless otherwise stated, Neu Stays website content including:

Brand Names • Logos • Designs • Graphics • Text • Photography • Videos • UI Elements • Marketing Material

is owned by, licensed to, or lawfully used by Neu Stays/Whitepillow Hospitality India Co. or relevant rights holders.

Content may not be commercially reproduced, distributed, modified or exploited without appropriate permission, except as permitted by law.

Third-Party Services

Our website may integrate or link to third-party services such as:

Third-party services operate under their own terms and privacy policies.

Neu Stays is not responsible for independent third-party services except to the extent required under applicable law.

• Payment gateways
• Maps
• Social platforms
• Authentication providers
• Travel services
• External websites

Privacy

Personal information collected through Neu Stays services will be handled according to our Privacy Policy and applicable law.

Information may be processed for purposes including:

Please review our Privacy Policy for further information.

• Reservation management
• Guest identification
• Payment processing
• Customer support
• Security
• Legal compliance
• Service improvement
• Permitted communications

Booking Communications

By making a reservation, you agree that we may send communications reasonably necessary to manage your booking and stay, including:

Transactional communications are separate from optional promotional marketing.

• Booking confirmation
• Payment information
• Check-in instructions
• Property updates
• Security communications
• Cancellation/refund information
• Service messages

Marketing Communications

Where required, marketing communications will be sent based on your consent or another lawful basis.

You may opt out of eligible promotional communications using the unsubscribe or preference options provided.

Essential booking and service communications may still be sent where necessary.

Personal Belongings

Guests should take reasonable precautions to protect personal belongings.

Where available, guests are encouraged to use room safes for valuable items.

Liability relating to lost, stolen or damaged belongings will be determined according to applicable law and the circumstances of the incident.

Force Majeure

Neu Stays will not be responsible for failure or delay in providing services where caused by events outside reasonable control, subject to applicable law.

Such events may include:

Where possible, we will make reasonable efforts to assist affected guests.

• Natural disasters
• Floods
• Severe weather
• Fire
• Epidemics or public-health restrictions
• Government actions
• Civil disturbances
• Transportation disruptions
• Major utility failures
• Other extraordinary events beyond reasonable control

Limitation of Liability

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

Subject to applicable law, Neu Stays will not be responsible for indirect or consequential losses that were not reasonably foreseeable from the circumstances giving rise to the claim.

Guest statutory and consumer rights remain unaffected.

Exceptional Booking Changes

In rare circumstances, a confirmed booking may become impossible to honour because of circumstances such as:

Where this occurs, Neu Stays will make reasonable efforts, depending on the circumstances, to offer an appropriate solution such as:

Alternative Accommodation • Date Change • Booking Credit • Eligible Refund

Any alternative will depend on availability, booking conditions and applicable law.

• Property closure
• Serious safety concerns
• Government orders
• Major infrastructure failure
• Natural disaster; or
• Another exceptional operational event.

Applicable Law

These Terms are governed by the laws of India.

Nothing in these Terms limits any mandatory rights available to consumers under applicable law.

Dispute Resolution

If you have a concern regarding a booking or stay, please contact Neu Stays first so that we have an opportunity to investigate and resolve the matter.

Where a dispute cannot be resolved amicably, the parties may pursue remedies available under applicable Indian law and before the competent courts or consumer authorities having jurisdiction.

Changes to These Terms

We may update these Terms periodically to reflect changes in:

The latest version will be published on the Neu Stays website together with its effective or updated date.

Changes will not retrospectively remove mandatory rights already accrued under applicable law.

• Services
• Technology
• Business operations
• Security requirements
• Regulations
• Applicable law

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

Contact & Support

Have a question about your booking, payment, cancellation or stay?

Our Neu Stays Guest Support Team is here to help.

Use the Contact Us / Guest Support section of our official website for the latest support details.

For property-specific assistance during your stay, please contact the property's Front Desk or Guest Experience Team.

These Terms should be read together with our:

Guest Policies Privacy Policy Cancellation & Refund Policy Cookie Policy Neu Explorer / Loyalty Terms Property-Specific Policies, where applicable

Book confidently. Travel responsibly. Respect the people and places around you. And enjoy a stay designed a little differently.

Stay Fresh. Stay Comfortable. Stay Neu.

© 2026 Whitepillow Hospitality India Co. | Neu Stays All Rights Reserved.