New Shillong Guest House

Cancellation by Guests who paid Partial amount during booking:

• Cancellation before 10 days of arrival, a full refund will be made with deduction of service charge INR 200/-
• Cancellation between 5-10 days of arrival, there will be 50% refund of the booking amount and a deduction of service fee.
• Cancellation in less than 5 days of arrival, No refund will be made.

Cancellation by Guests who paid full amount during booking:

• Cancellation before 10 days of arrival, a full refund will be made with deduction of service charge INR 200/-
• Cancellation between 5-10 days of arrival, There will be 85% refund of the booking amount and a deduction of service charge of INR 200/-
• Cancellation in less than 5 days of arrival and 48 hours before arrival, there will be a refund of 50% of the paid amount and deduction of service charge of INR 200/-
• 48 hours prior to check-in, if the guest cancels the booking, there will be no refund

Guest Refund Policy:

Apart from the above straight forward cases of cancellation, there are specific instances or problems for which guests are eligible to receive a refund under OurGuest's policy. Guests may be eligible for OurGuest refunds in the following situations:

1. Inaccurate listing information:

The listing description contained inaccurate or incomplete information. Various factors might influence this, such as the property's size, location, number of bedrooms and amenities. A broken or malfunctioning appliance could also be listed as an issue.

2. Issues related to the health and safety of guests:

A host hasn't cleaned the accommodation or disclosed the presence of pets or animals, or the accommodation contains health or safety hazards.

3. Unavoidable circumstances:

• Pandemic or Political Disturbance: Government-declared strikes, pandemics and public health emergencies, prohibitions to travelling to a certain area
• Acts of war or war-like situation in the area, nearby locations or state which affects travel to the location
• Natural disasters. Natural disasters, landslides, acts of God, abnormal weather conditions due to which it is impossible for guests to reach the locations

Guests need to notify OurGuest within 24 hours if they experience any of these issues.

The final decision regarding the guest's refund or accommodation will be made by OurGuest. In addition to photos, videos, and other documentation, we may request the guest to provide further proof of their claim if needed. Following that, OurGuest will investigate the claim and contact the guest with a resolution befitting the situation.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@ourguest.in or call us at 7669503993

Guest refund will be completed within 7 - 10 working days from the time of issue raised.