SwaanStay — India's First AI-Powered Hotel Marketplace · Connecting Travellers Directly with Hotels
Legal · v2026-02-v1

Booking Protection Guarantee

Every booking on SwaanStay is backed by a promise: if a hotel cannot honour your confirmed booking, we'll make it right. Here's exactly what that means.

Our commitment

If you arrive at the hotel with a valid, confirmed SwaanStay booking (paid or wallet-covered) and the hotel refuses check-in due to:

  • Overbooking (rooms sold twice)
  • Room not available or not as described
  • Hotel temporarily / permanently closed
  • Hotel refuses check-in without valid reason

SwaanStay will, at our discretion:

  • Find you an alternative hotel of equal or higher category in the same city / area — we cover any price difference.
  • OR issue a 100% refund of your booking amount within 5 business days.
  • PLUS credit ₹500 as a SwaanStay wallet inconvenience credit to your account.

Full terms

  1. Applies only to confirmed bookings. Bookings still under negotiation, unpaid, or in bid-review status are not covered. A booking is "confirmed" when it appears in your "My Bookings" page with the status "Confirmed" and an invoice has been issued.
  2. You must raise a Level-3 ticket within 4 hours of the incident (Support Centre → "Raise a ticket" → check the "Emergency" box). Screenshots of hotel refusal or a call recording help expedite the case.
  3. Alternative-hotel arrangement. We aim to arrange the alternative within 3 hours during business hours (9 AM - 9 PM IST). Outside business hours we may issue a full refund instead of arranging an alternative.
  4. Refunds. Refunds are credited to the original payment method within 5 business days. UPI refunds typically settle in 24-48 hours; card/net-banking may take 3-5 days per your bank's policy.
  5. Inconvenience credit. The ₹500 wallet credit is a one-time credit per incident, not per person / room. Usable on any future SwaanStay booking within 12 months.
  6. Exclusions. The Guarantee does NOT apply if the hotel refused check-in because of:
    • Government-issued restrictions (police notice, court order, lockdown).
    • Force majeure — natural disaster, riot, war, pandemic.
    • Documented misconduct by the guest (intoxication, violence, unlisted extra guests).
    • Guest failing to provide valid photo ID (as required by Indian law).
    • Guest arriving significantly outside the booked check-in window without prior notice.
  7. Guest cooperation required. You must cooperate reasonably with our support team, provide any documents we request (booking ID, ID proof, screenshots, call recordings), and remain reachable via the phone number on the booking.
  8. Not a substitute for consequential damages. The Guarantee covers the booking amount + inconvenience credit only. SwaanStay is not liable for other consequential losses (missed flights, missed events, hotel bookings for accompanying persons, etc.). We recommend travel insurance for peace of mind.
  9. Fair-use. We reserve the right to deny Guarantee claims from accounts with a history of fraudulent or abusive claims, and to modify these terms with 30 days notice via email + in-app notification.
  10. Governing law. All disputes under this Guarantee are subject to the exclusive jurisdiction of courts in Bengaluru, Karnataka, India.
Needed to make a claim? Raise an emergency ticket now — we'll act within the hour.
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