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    • Guest Policy

    Effective Date: December 01, 2025 

     

    These Guest Policies outline the rules, responsibilities, and expectations for individuals ("Guests," "you," or "your") booking accommodations through the Travelooms website (www.travelooms.com), or related services (collectively, the "Platform"). Travelooms (Pvt) Ltd ("Travelooms," "we," "us," or "our") operates this Platform to help travelers find and book accommodations easily. 

     

    By making a booking, you ("User," "you," or "your") agree to comply with these Guest Policies, our Terms and Conditions, and the specific rules of the accommodation partner ("Provider").

     

    1. General Booking Policies 

    • Travel Guidelines: Certain destinations may have specific travel laws or seasonal guidelines (e.g., health protocols, permits). You must comply with all applicable local regulations. 
    • Provider Rules: Each booking is subject to the Provider’s policies, shared at booking or check-in. "Provider" refers to the hotel, home, or property where you have a valid reservation through Travelooms. 
    • Support: For booking assistance, our 24/7 Travelooms Booking Experts are available at [013 3585 5500] or [email protected]. 

     

    2. Check-In Policies 

    2.1 Eligibility 

    • Age: The primary guest must be at least 18 years old to check in. 
    • Identification: All guests over 18 must present a valid government-issued ID at check-in (e.g., Passport, Driver’s License, National ID). Without a valid ID, check-in may be denied. 

    2.2 Standard Check-In 

    • Time: The usual check-in time is between 12:00 PM to 2:00 PM (noon); however, this may vary by property. Please check the specific check-in time on the property or hotel page during booking. 
    • Issues: If you face check-in difficulties unresolved by the Provider, contact us immediately at [013 3585 5500] or [email protected]. After verification, we’ll offer: 
    1. a. Accommodation in the same Property, if possible. 
    2. b. An alternative Property from our network, if available. 
    3. c. A full refund if no suitable option is found or accepted. 
    4. d. No further compensation beyond the booking amount will be provided. 

    2.3 Early Check-In 

    • Availability: Subject to Provider consideration and room availability. Extra charges may apply as per property policies. 
    • Breakfast: Complimentary breakfast is not included for early check-ins unless specified.

     

    3. Check-Out Policies 

    • Standard Time: The usual check-out time is between 10.00 AM to 12:00 PM; however, this may vary by property. Please check the specific check-in time on the property or hotel page during booking.
    • Late Check-Out: Subject to availability and Provider approval. Extra charges may apply. 

     

    4. Booking Modification Policies 

    • Extensions: Extending your stay is subject to room availability and current rates (not your original booking rate). Request extensions directly with the Provider or via [email protected]. 
    • Changes: Date or room changes depend on availability and Provider approval. Contact [email protected]. Additional fees may apply. 

     

    5. Cancellation Policies 

    5.1 Cancellation Process 

    • How: You can cancel your booking through the Travelooms website (Bookings & Trips > Cancel & Refund > Confirm Cancellation & Refund). You may also cancel by contacting 013 3585 5500 or [email protected]. 
    • Refund: If eligible, refunds are processed within 7-10 working days, depending on your payment method. The refund will be sent through the same channel that the user has used for payment. 
    • Provider-Specific Policies: Each provider (hotel/property/partner) has its own cancellation policy. Refund eligibility—full, partial, or no refunds—depends on the cancellation request date. Please check the hotel’s “Things To Know” section on the hotel page during booking to understand the terms before making a reservation.
    • Refund Processing Fee: A 2.5% Refund processing fee will be deducted from the refundable amount.
    • Provider/Travelooms-Initiated Cancellations: If the provider (hotel/property) or Travelooms cancels your booking, you will receive a 100% refund of the amount you paid, and no refund processing fee will be deducted. 

    5.2 Specific Conditions 

    • Provider Restrictions: Some Providers may not accept unmarried couples, or underage travelers. If check-in is denied due to these rules, no refund will be issued. 

    5.3 Force Majeure 

    • Events: Natural disasters, government restrictions, or other uncontrollable events may prevent check-in. Travelooms is not liable for refunds in such cases unless specified by the Provider. 

     

    6. Occupancy Policies 

    6.1 Triple Occupancy

    • Allowance: Some Properties permit a third guest with an extra mattress/bed for a fee. Extra beds are typically not provided unless specified. 

    6.2 Child Policy 

    • Complimentary Stay: One child up to 5 years old may stay free without an extra mattress. 
    • Provider-Specific Policies: Each provider (hotel/property/partner) has its own child policy. Please check the "Things To Know" section on the hotel’s page during booking for detailed child policies. 

    6.3 Pet Policy (Select Properties Only) 

    • Eligibility: Limited to pet-friendly Properties (e.g., cottages, resort). 
    • Rules: 
    1. a. Must be informed to the hotel authorities before arrival. 
    2. b. Not allowed on beds, in shared areas (e.g., pools, restaurants) 
    3. c. Guests must bring poop bags/muzzles. 
    4. d. Extra cleaning fees or penalties apply for damages. 

     

    7. Visitor Policies 

    • General: Check the Provider’s visitor policy at booking or check-in. 
    • Guidelines: 
    1. a. Visitors may meet guests in rooms during daytime hours (unless restricted by the Provider). 
    2. b. Overnight stays by visitors are prohibited. 
    3. c. Visitors must present a valid government-issued ID at the front desk. 

     

    8. Code of Conduct 

    • Behavior: Respect the Property, staff, and other guests. The Provider may refuse service or evict you for: 
    1. a. Non-payment. 
    2. b. Disorderly conduct disturbing others. 
    3. c. Damage or threats to Property or guests. 
    4. d. Inappropriate actions (per Provider discretion). 
    • Condition: Keep rooms clean and hygienic. You’re liable for damages beyond normal wear and tear. 
    • Illegal Activities: Prohibited and may result in eviction and reporting to authorities. 

    8.1 Smoking, Drugs, and Alcohol 

    • Smoking: Prohibited in shared areas; some Properties ban it in rooms (check with the Provider). 
    • Drugs: Use or possession of illegal substances will be reported to police, with immediate eviction. 
    • Alcohol: Not allowed in public areas (e.g., lobbies, hallways). Room consumption is subject to Provider rules. 

     

    9. Safety and Security Policies 

    • Procedures: Follow Provider instructions for fire safety and emergencies. 
    • Valuables: Travelooms and Providers are not liable for lost, stolen, or damaged items. 

     

    10. Contact Policies 

    • Confirmation: We may contact you before check-in to confirm arrival details. Non-response after multiple attempts may lead to booking hold or cancellation, restorable upon reply or payment (subject to availability). 
    • Feedback/Offers: Post-stay, we may reach out for feedback or promotional offers. 

     

    11. Fraud Awareness 

    • Payments: Only use Travelooms’ secure payment gateways (sslcommerz, bkash, nagad). Unauthorized payment requests are fraudulent, and Travelooms is not liable for losses from such transactions.

    12. Contact Us