Refund Policy at Eastin hotels and Resorts

Our Loyalty program – Eastin Rewards – operates under the terms and conditions set out herein unless otherwise expressly stated. Should you require any clarifications, you can contact the Eastin Rewards Member Services at +91 9177426111 or email us at reservations@eastinhotels.in.

1. Petals Calculation

   • Petals will be calculated on net bill value, excluding taxes.
   • All applicable taxes, including central, state, local, and other taxes, shall not be considered for purposes of Petals accrual.
   • Petals will be rewarded on all Eligible spends at Participating Hotels and Participating Restaurants only from the date of Member’s enrollment into the program. No retro credits will be given for transactions prior to the enrollment.

2. Earning Petals

   • To earn Petals, a Member must be a registered, paying guest at a Participating Hotel and meet all of the conditions described in the Terms and Conditions.
   • Petals can be earned on discounted bills; however, discounts of 26% or more will not be eligible for earning Petals. This applies to both F&B and Room Bills.
   • Petals are available to Rewards Members for redemption. The value of each Petal is Re.1 at Participating Hotels and Participating Restaurants. Petals are also available for redemption on the Eastin Rewards store, where 2 Petals = Re.1.
   • Unused Reward Petals will expire after 3 years. No special approvals will be granted for reversing expired Petals.
   • Petals cannot be redeemed for cash.

3. Membership Eligibility

   • Any individual who has attained the age of 18 years and has a valid and active national mobile number is eligible to register for the Eastin Rewards Loyalty Program. There is no minimum order value for becoming a member.
   • The registered mobile number of the members is the primary identification for earning loyalty Petals upon spend.

4. Communication and Information Update

   • All account details, service details, special offers, updates, and other information and promotional communications will be sent through various modes of communication including SMS, WhatsApp, and email.
   • Members are requested to update any change in their registered mobile number, address, and other profile information from time to time on our website. Members are responsible for providing accurate information at the time of enrollment and subsequently.
   • Each Member is responsible for remaining knowledgeable about the program rules, the number of Petals in their account, and ensuring their updated details (email ID, mobile number, and communication postal address) are captured in the Eastin Rewards Loyalty records. The Eastin Rewards Loyalty team will send correspondence to active Members to keep them informed of matters of interest, including notification of program changes and Petals updates. However, Eastin Hotels & Resorts, its subsidiaries, affiliates or associates, or program management service providers will not be liable for any failure to do so and will not be responsible for correspondence lost or delayed in the mail.

5. Petals Transfer and Expiration

   • Accrued Petals do not constitute property of the Members. Except as specifically provided herein, no accrued Petals are transferable in the event of death, disputes, or otherwise. In the event of death, the Eastin Rewards account will be terminated and all accrued Petals shall stand canceled.
   • We reserve the right to change, cancel, and modify any and all terms and conditions from time to time without assigning any reason or providing any intimation. Accumulation of Petals will cease immediately upon termination of the program.

6. Dispute Resolution

   • In the event of a dispute between the member and Eastin Hotels & Resorts regarding or in relation to the Rewards program, the decision of Eastin Hotels & Resorts shall be deemed as final and binding.

7. Program Participation

   • By enrolling in the program, a Member consents to and agrees to be bound by all the terms and conditions mentioned herein or as modified or varied from time to time by Eastin Hotels & Resorts.
   • “Participating Hotel” refers to Eastin Hotels & Resorts locations and “Participating Restaurant” refers to restaurants in these hotels listed as offering Rewards Petals earnings, with many more exciting locations to come.

8. Petals Recording and Redemption

   • Petals will be automatically recorded within 48 hours of settlement of bills, provided the Eastin Rewards registered mobile number is quoted at the time of reservation or payment of the Eligible Charges at Participating Hotels.
   • Room rates booked via online booking channels (e.g., Expedia, Travelocity, Hotels.com, Booking.com, Tripadvisor, MakemyTrip, Travelguru, or any other similar travel websites) or third parties, including tour operators, wholesalers, travel agents, airline staff and crew, conferences, weddings, events, or organized tours, do not earn Rewards Petals.
   • Petals earned by any individual as an Eastin Rewards Member are not combinable with or transferable to other reward/loyalty/frequent guest programs administered by Eastin Hotels & Resorts in the past, present, or future. Benefits of two programs cannot be applied concurrently.
   • Any Petals offered in conjunction with specific hotel stays will be considered earned only when the stay has been fully paid and completed. Any Petals accrued during a particular hotel stay will not be available for redemption before the stay has been fully paid for and completed.
   • Only Petals earned on Eligible Spend at Participating Hotels will be considered for tier upgrades.
   • Eastin Rewards reserves the right to deduct Petals from a member’s account balance if the Petals have been erroneously credited.

9. Petals Credit Issues

   • If a member believes they have not received Petals credit(s) for hotel stays or F&B spends despite presenting the registered mobile number while settling the transaction, they must submit a written request for such credit(s) to reservations@eastinhotels.in along with the original invoice of the member’s hotel stay. No Petals will be given for failure to supply original invoices. Requests must be received within 15 days of receipt of Petals update.
   • This retrospective crediting of Petals will be offered only on presentation of original invoices. Petals will not be credited where the member has failed to quote their registered mobile number at the time of bill settlement.
   • In case Petals are inadvertently missed out, members must claim retro-credits within a month from the date of the transaction.

10. Petals Redemption

    • Eastin Rewards Petals can be redeemed for pre-booking of hotel rooms by emailing us at reservations@eastinhotels.in. Petals can also be redeemed in real-time to pay for room stays, food & beverage, and laundry. They can also be redeemed for gift cards and other options listed on the website.
    • If a room is available at a Participating Hotel across any room category, Petals can be redeemed for a stay at the particular room category.
    • Redemption requests against Petals for rooms or F&B can be pre-booked by writing to reservations@eastinhotels.in or contacting Eastin Rewards Member Services (+91 9177426111). Bookings will be made upon receipt of the request, subject to availability.
    • A member must allow up to 48 hours for processing of Rewards redemption requests for services. All requests must be made as early as possible to avoid disappointments.
    • In case of holidays at Participating Hotels as Rewards, the member will bear all travel and associated costs. Meals or any other services not specifically mentioned as complimentary will be chargeable.
    • Travel agents will not be given any commissions on rooms given as Rewards Petals redemption.
    • Redemption of Petals online or offline against a stay can be done from the official hotel website and not from any other online portal.

11. Cancellation/Amendment/No Show Policy

    • Any cancellation or amendment received within 48 hours IST prior to 1800 hours on the day of arrival will be subject to a one-night room retention of Rewards Petals. In case of a No Show, the Rewards Petals will be considered redeemed.
    • Any cancellation or No Show on the day of dining at any Participating Restaurant table bookings against Rewards Petals redemption will result in the Petals being considered redeemed.

12. Promotions and Special Offers

    • Promotions and special offers are at the sole discretion of the Eastin Rewards loyalty program and can be withdrawn or altered without prior notice.

13. Service Guarantee

    • The Eastin Rewards Loyalty Program service guarantee will be applicable for queries where the turn-around time of the resolution of the member’s query/concern was promised by the Eastin Rewards Member Service Centre associate after the member alerted the service center. The member cannot claim the service guarantee for another service recovery.
    • The turnaround time for the service guarantee will depend on the nature of the complaint raised. The timelines for service delivery will vary for different complaint types.
    • In situations where additional information is required to resolve the member query, the Eastin Rewards team will send a communication to the member on the registered email ID. The member is responsible for ensuring that the response is provided within the timelines mentioned in the communication. The service guarantee will not be valid if details are not provided within the mentioned timelines.
    • If additional time is required to process the query/request, the service center team will inform the member through call/email, and a revised turnaround time may be provided. In such cases, the delay will be calculated from the most recent turnaround time provided by the Member service center team.

14. Communication

    • All communication from the Eastin Rewards Loyalty team will be sent only to the member’s registered email ID or registered telephone number. No other email ID or number will be considered for the service guarantee.