HOTEL POLICY
Effective Date: August 2026
Hotel Category
Hotels are provided according to the category, occupancy and facilities mentioned in the confirmed booking.
A hotel category does not guarantee a particular property unless the property has been confirmed in writing.
Hotel Name
Where a specific hotel is not mentioned in the confirmed booking, The Route Holidays may allocate a suitable hotel within the confirmed category, subject to availability.
Room Allocation
Room allocation is controlled by the respective hotel and is subject to availability.
Specific floor, room number, view, bed configuration, connecting rooms and adjacent rooms are not guaranteed unless expressly confirmed.
Check-in and Check-out
Hotel check-in and check-out shall be according to the hotel’s standard timings.
Early check-in and late check-out are subject to availability and may involve additional charges.
Identification
Guests must provide valid identification as required by the hotel or applicable law.
Security Deposit
If a hotel requires a security deposit or other incidental payment, the Guest shall pay it directly to the hotel.
Hotel Damage
Any damage to hotel property caused by a Guest shall be payable by the Guest directly to the hotel.
Hotel Facilities
Facilities such as Wi-Fi, hot water, AC, geyser, television, lift, swimming pool, restaurant and power backup are subject to hotel operations and availability.
Power Failure
Power backup, where available, may be limited and may not operate all hotel facilities.
Hotel Service Issues
Guests should report any hotel-related issue to the hotel and The Route Holidays as soon as reasonably possible so that reasonable efforts can be made to resolve the matter.
TRANSPORTATION POLICY
Third-Party Transportation
Transportation may be arranged through independent third-party vehicle owners/operators.
The Route Holidays does not own or directly operate every vehicle used for customer transportation.
Vehicle Category
Vehicle category shall be according to the confirmed booking and passenger requirement.
Specific registration number, vehicle model, colour or driver shall not be guaranteed unless expressly confirmed.
Vehicle Usage
Transportation is limited to the confirmed itinerary.
Additional kilometres, sightseeing, waiting, route deviations, additional trips or detours may be chargeable.
Driver
The driver is responsible for driving and operation of the vehicle.
Guests should follow reasonable safety instructions issued by the driver.
Vehicle Breakdown
If a vehicle breaks down or becomes unavailable, The Route Holidays shall make reasonable efforts to arrange a suitable replacement or alternative transportation, subject to availability.
Accident
In case of an accident, claims shall be determined according to applicable law, the facts of the accident and the applicable insurance policy.
Depending on the circumstances, the vehicle owner/operator, driver, insurer and/or other legally responsible party may be involved.
The Route Holidays shall not be responsible for the independent negligence or acts/omissions of a third-party transportation provider except to the extent liability is imposed upon The Route Holidays under applicable law.
Safety and Emergency
In an emergency, Guests should cooperate with the driver, police, medical authorities, vehicle owner/operator and insurer.
WEBSITE USE POLICY
Visitors may use the website only for lawful purposes.
Users must not:
- attempt unauthorised access;
- interfere with website security;
- upload malicious code;
- misuse website forms;
- submit false or fraudulent information;
- copy website content for unauthorised commercial use;
- interfere with website functionality;
- use website information for unlawful purposes.
The Route Holidays may modify, suspend or discontinue any website feature where reasonably necessary.
TRAVEL INSURANCE ADVISORY
Guests are strongly advised to consider suitable travel insurance before commencing their journey.
Depending on the policy selected, travel insurance may provide coverage for certain risks such as:
- medical emergencies;
- personal accident;
- baggage loss;
- travel interruption;
- cancellation;
- other insured events.
The Route Holidays does not guarantee acceptance of any insurance claim.
Insurance claims are governed by the applicable insurance policy, exclusions and applicable law.
Guests should read the insurance policy carefully before purchasing it.
COMPLAINT & GRIEVANCE POLICY
The Route Holidays aims to resolve customer concerns fairly and promptly.
Guests should contact The Route Holidays as soon as reasonably possible if they experience a problem during or after a booking.
Complaint Information
Where possible, the Guest should provide:
- booking/reference number;
- Guest name;
- travel date;
- description of the issue;
- photographs/documents where relevant;
- payment or booking information.
Resolution
The Route Holidays shall review the complaint and, where reasonably possible, coordinate with the relevant hotel, transport provider or other service provider.
Where the issue is attributable to an independent supplier, The Route Holidays may assist in communication and resolution without automatically accepting liability for the supplier’s independent acts or omissions.
Where the issue is attributable to The Route Holidays’s own confirmed service obligations, the Company shall address the matter in accordance with the applicable booking terms and law.
BOOKING / INVOICE SHORT TERMS
The following short terms may be printed on invoices, booking vouchers and payment confirmations:
Booking Terms
- Booking is subject to availability and is confirmed only after receipt of the required payment.
- Confirmed bookings cancelled by the Guest are ordinarily non-refundable, subject to applicable law.
- No discretionary refund shall ordinarily be provided for cancellation, no-show, late arrival, early departure or unused services.
- Hotels are provided according to the confirmed category and availability. A specific hotel/room is guaranteed only when confirmed in writing.
- Transportation may be provided through independent third-party vehicle owners/operators.
- The Route Holidays acts as a travel facilitator/coordinator for independently operated third-party services and remains responsible for its own confirmed contractual obligations as required by applicable law.
- In case of an accident involving a third-party vehicle, any claim relating to injury, death or property damage shall be determined according to applicable law, the facts of the incident and the relevant insurance policy and may involve the legally responsible driver, vehicle owner/operator and/or insurer.
- The Route Holidays shall not be responsible for the independent negligence or acts/omissions of third-party service providers except to the extent liability is imposed upon The Route Holidays under applicable law.
- Extra sightseeing, route changes, additional kilometres, waiting, parking, entry tickets, special darshan, guide charges and personal expenses are payable separately unless specifically included.
- Itinerary timings may change due to traffic, weather, road conditions, temple timings, local administration or unforeseen circumstances.
- Guests are responsible for their personal belongings and valid government-issued identification.
- Payment of this invoice confirms acceptance of the applicable booking terms and policies available on the website.
- Subject to applicable law, contractual disputes shall be handled according to the jurisdiction clause contained in the Terms & Conditions.
The Route Holidays
📍Main Market, Dhauli Pyau, Mathura, Uttar Pradesh, India
📞Phone / WhatsApp: 8445565665
📧Email: info@therouteholidays.com
