General Terms & Conditions
- The maximum liability for Treebo will be capped at Rs. 1500/- in cases of multiple claims made by the guest.
- The 30-minute time period given for resolution commences from the moment the issue is reported by the guest at the front desk, for the sake of better clarity.
- The guest shall also be reimbursed the applicable taxes collected during cases of refund unused portion of the reservation.
- All cost of transportation incurred in cases where the resolution for defaulting is to provide a different room to the guest at a different Treebo property will be covered by Treebo.
- In case of disagreements between the property staff and the guest on the actual occurrence of defaulting on a guaranteed item, the guest is requested to contact the Treebo customer care team at +91 9322-800-100 to raise the claim.
Category I: Room Cleanliness
Sub-category: Clean Linen
Issue Definition:
Visible stains or slits observed on the bedsheet, pillow covers, or duvet covers.
Issue Reporting:
To be done at the property Front Desk by the guest, within 30 minutes of check-in or within 30 minutes of the first usage of the room after a linen-change.
Resolutions:
To be decided within 30 minutes of reporting:-
- Rectification of issue by making the guaranteed item available, failing which –
a – Guest is offered another room at the same Treebo property
b – Guest is offered another room at another Treebo property within a 4 km radius.
Compensation:
- Scenario I – Unresolved/Guest continues to use faulty item: INR 500/-
- Scenario II – Unresolved/Guest wants to check-out: INR 500 + Refund for unused part of reservation (applicable for prepaid reservations)
- Scenario III – Non Acceptance of Resolution/Guest wants to check-out: Refund for the unused part of reservation (applicable for prepaid reservations).
Category I: Room Cleanliness
Sub-category: Spotless bath/hand towels
Issue Definition:
Visible stains or slits observed on bath/hand towels.
Issue Reporting:
To be done at the property front desk by the guest, within 30 minutes of check-in or within 30 minutes of the first usage of the room after a linen-change.
Available resolution(s):
To be decided within 30 minutes of reporting:-
- Rectification of issue by making the guaranteed item available, failing which –
a – Guest is offered another room at the same Treebo property, failing which
b – Guest is offered another room at another Treebo property within a 4 km radius.
Compensation or Money Back:
- Scenario I – Unresolved/Guest continues to use faulty item: INR 500/-
- Scenario II – Unresolved/Guest wants to check-out: INR 500 + Refund for unused part of reservation (applicable for prepaid reservations)
- Scenario III – Non Acceptance of Resolution/Guest wants to check-out: Refund for the unused part of reservation (applicable for prepaid reservations).
Category I: Room Cleanliness
Sub-category: Fully Functional Bathrooms
Issue Definition:
- No water-supply in any faucet
- No hot water in the bathing area during 6-11 AM or 7-10PM
- Visible stains inside the commode
- Non-functioning basin-faucet, health-faucet (for W/C), W/C flush, or bath-shower.
Issue Reporting:
To be done at the property front desk by the guest, within 12 hours of check-in.
Available resolution(s):
To be decided within 30 minutes from reporting:-
- Rectification of issue by making the guaranteed item available, failing which
a – Guest is offered another room at the same Treebo property, failing which
b – Guest is offered another room at another Treebo property within a 4 km radius.
Compensation or Money Back:
- Scenario I – Unresolved/Guest continues to use faulty item: INR 500/-
- Scenario II – Unresolved/Guest wants to check-out: INR 500 + Refund for unused part of reservation (applicable for prepaid reservations)
- Scenario III – Non Acceptance of Resolution/Guest wants to check-out: Refund for the unused part of reservation (applicable for prepaid reservations).
Category II: Assured Essentials
Sub-category: Free Wi-Fi
Issue Definition:
- No network access on any electronic device in the room
- Download speed as per speedtest.net displaying below 1 Mbps
Issue Reporting:
To be done at the property front desk by the guest, whenever observed.
Available resolution(s):
To be decided within 30 minutes of reporting:-
- Rectification of issue by making the guaranteed item available, failing which
a – Guest is offered another room at the same Treebo property, failing which
b – Guest is offered another room at another Treebo property within a 4 km radius.
Compensation or Money Back:
- Scenario I – Unresolved/Guest continues to use faulty item: INR 300/-
- Scenario II – Unresolved/Guest wants to check-out: INR 300 + Refund for unused part of reservation (applicable for prepaid reservations)
- Scenario III – Non Acceptance of Resolution/Guest wants to check-out: Refund for unused part of reservation (applicable for prepaid reservations).
Category II: Assured Essentials
Sub-category: Air-conditioning & TV (w/cable or DTH)
Issue Definition:
- A/C not available or malfunctioning
- TV/DTH/cable not available or malfunctioning
Issue Reporting:
To be done at the property front desk by the guest, whenever observed.
Available resolution(s):
To be decided within 30 minutes of reporting:-
- Rectification of issue by making the guaranteed item available, failing which
a – Guest is offered another room at the same Treebo property, failing which
b – Guest is offered another room at another Treebo property within a 4 km radius.
Compensation or Money Back:
- Scenario I – Unresolved/Guest continues to use faulty item: INR 500/-
- Scenario II – Unresolved/Guest wants to check-out: INR 500 + Refund for unused part of reservation (applicable for prepaid reservations)
- Scenario III – Non Acceptance of Resolution/Guest wants to check-out: Refund for the unused part of reservation (applicable for prepaid reservations).
Category II: Assured Essentials
Sub-category: a) Tea/Coffee Maker b) Complimentary bottled water c) Branded toiletries
Issue Definition:
- For option a) Following items not available:
– Functioning electric kettle
– Tea bags
– Sugar
– Whitener - For option, b) Non-provision of 1 liter bottled water every day
- For option c) Following items not provided:
– Shampoo
– Moisturizer
– 2 cakes of soap
Issue Reporting:
To be done at the property front desk by the guest, whenever observed.
Available resolution(s):
To be decided within 30 minutes of reporting:-
- Rectification of issue by making the guaranteed item available
Compensation or Money Back:
- Scenario I – Unresolved/Guest continues to use faulty item: INR 100/-
- Scenario II – Unresolved/Guest wants to check-out: INR 100 + Refund for unused part of reservation (applicable for prepaid reservations)
- Scenario III – Non Acceptance of Resolution/Guest wants to check-out: Refund for the unused part of reservation (applicable for prepaid reservations).
Category II: Assured Essentials
Sub-category: Complimentary breakfast
Issue Definition:
- Following items not provided:
– At least 1 main course item (omelet, dosa, idli, uthappam, stuffed paratha, or equivalent)
– At least 1 beverage (milk/tea/coffee/juice)
– Slices of bread
Issue Reporting:
To be done at the property front desk by the guest, before 11 AM.
Available resolution(s):
To be decided within 30 minutes of reporting:-
- Rectification of issue by making the guaranteed item available.
Compensation or Money Back:
- Scenario I – Unresolved/Guest continues to use faulty item: INR 200/-
- Scenario II – Unresolved/Guest wants to check-out: INR 200 + Refund for unused part of reservation (applicable for prepaid reservations)
- Scenario III – Non Acceptance of Resolution/Guest wants to check-out: Refund for the unused part of reservation (applicable for prepaid reservations).
