We understand that plans can change. Our cancellation policy is designed to be fair to both our guests and to us as a small, family-run homestay. Because we hold your dates exclusively from the moment of booking — turning away other guests for those dates — cancellations affect our ability to welcome other families, especially during peak season in the Nilgiris.
Our Approach
A Policy Built on Fairness & Transparency
At Reuben's Stays, our cancellation policy reflects what we believe is the right balance between respecting your plans and protecting our ability to run a sustainable, quality homestay. Every date we confirm for you is a date we turn away for someone else — and that commitment deserves clarity on both sides.
Our terms are consistent with recognised best practice across quality boutique and heritage homestay properties in India, and are designed to be straightforward, graduated, and humane. There are no hidden clauses, no surprise deductions, and no bureaucratic delays.
- Clear, tiered refund windows known before you book
- A free cancellation window on all early bookings
- One complimentary date change per booking
- A personal response — not an automated system
- Full refund, no questions asked, if we ever cancel
- Cancel in writing at the earliest opportunity
- Quote your booking reference in all communications
- Understand that late cancellations affect our livelihood
- Consider travel insurance for personal circumstances
- Reach out — we will always try to find a fair solution
Our Promise
We have been hosting guests for over 9 years. In that time, we have never refused a genuine conversation about a difficult situation. If life has thrown something at you, talk to us before cancelling — we will always try to find a fair path forward.
Section 1
24-Hour Free Cancellation Window
All confirmed bookings at Reuben's Stays include a 24-hour free cancellation window — a guest-friendly standard we practise as a matter of course.
To qualify for a full refund under this window, both of the following must be true:
- The booking was confirmed at least 7 days before the check-in date
- The cancellation request is received within 24 hours of your booking confirmation
If both conditions are met, a 100% refund will be issued regardless of how far in advance your check-in date falls.
Important
The 24-hour window starts from the time your booking is confirmed — not from the time of payment. Please check your booking confirmation message for the exact timestamp.
Section 2
Standard Cancellation Terms
Once the 24-hour grace period has passed, the following standard terms apply to all bookings for Serenity and Colonial.
| Cancellation Timing | Nights Cancelled | Refund |
|---|---|---|
| 30 or more days before check-in | All nights | 100% Refund |
| 15 to 29 days before check-in | All nights | 50% Refund |
| 7 to 14 days before check-in | All nights | 25% Refund |
| Less than 7 days before check-in | All nights | No Refund |
| No-show (guest does not arrive) | All nights | No Refund |
Written Cancellation Required
All cancellations must be communicated in writing — via email or WhatsApp message to the host. Verbal or phone-only cancellations will not be accepted. The cancellation is effective from the date and time we acknowledge receipt in writing.
Cleaning fees, if charged separately, follow the same refund schedule as the booking amount. Any add-on experiences (bonfire, BBQ, meals) that have not been prepared or procured at the time of cancellation will be refunded in full.
Section 3
Peak Season & Long Weekend Bookings
Bookings for peak season dates are subject to a modified cancellation window, as these dates are high-demand and difficult to rebook on short notice. Guests will be clearly informed at the time of booking if their dates fall under peak season terms.
Peak season periods typically include:
- Ooty Summer Festival (April – May)
- Pongal & Makar Sankranti weekend (January)
- Christmas & New Year period (December 20 – January 3)
- School holiday peaks (May–June, October)
- Declared long weekends with 3+ days off
| Cancellation Timing | Nights Cancelled | Refund |
|---|---|---|
| 45 or more days before check-in | All nights | 100% Refund |
| 20 to 44 days before check-in | All nights | 50% Refund |
| Less than 20 days before check-in | All nights | No Refund |
How You'll Know
If your booking falls within a peak season window, this will be clearly stated in your booking confirmation message. When in doubt, ask us before confirming — we're always happy to clarify.
Section 4
Date Changes & Rescheduling
We understand that life is unpredictable. If you need to move your dates rather than cancel altogether, here's how we handle rescheduling:
- One free date change is permitted per booking, subject to availability, if requested 30 or more days before your original check-in date
- Date changes requested within 30 days of check-in are treated as a cancellation of the original booking and a new booking at current rates — standard cancellation terms apply to the original booking
- The rescheduled stay must be taken within 12 months of the original booking date
- Rescheduled bookings are subject to availability and current pricing at the time of rescheduling
- A date change does not reset the cancellation clock — the original booking date is used to calculate any future cancellation refunds
Section 5
If We Cancel Your Booking
In the rare and unlikely event that Reuben's Stays needs to cancel a confirmed reservation on our end, we commit to the following:
- 1You will receive a 100% full refund of all amounts paid, processed within 5 business days to your original payment method
- 2We will personally reach out to explain the reason for the cancellation as soon as possible
- 3We will make every effort to offer alternative dates or suggest comparable accommodation nearby if available
- 4You will receive a priority booking window for your preferred future dates at Reuben's Stays
Our Commitment
Host-initiated cancellations go against everything we stand for as a family-run homestay. In 9+ years of hosting, we have never cancelled a confirmed guest booking. We list this policy for transparency and completeness — not because we expect to use it.
Section 6
Force Majeure & Exceptional Circumstances
In the event of circumstances beyond the reasonable control of either party, bookings will be handled with flexibility and good faith. Qualifying events include:
- Natural disasters or severe weather events making travel unsafe
- Government-imposed travel restrictions or lockdowns
- Public health emergencies declared by central or state authorities
- Road closures or declared emergencies affecting access to the Nilgiris
In such cases, we will always prioritise rescheduling over cancellation. If rescheduling is not possible, refunds will be considered on a case-by-case basis. We ask guests to provide relevant documentation (government advisories, travel bans, etc.) to support any claim under this clause.
What Is NOT Covered
Personal illness, change of plans, flight delays, work commitments, and general travel disruptions not covered by government advisories are not considered force majeure events. We encourage guests to purchase travel insurance for these situations.
Section 7
How to Cancel or Modify Your Booking
To cancel or modify your booking, contact us through any of the channels below. Please include the following in your message:
- Your booking reference number
- Your check-in date
- The unit name — Serenity or Colonial
- Whether you wish to cancel or reschedule
Get in Touch
We're always just a message away.
Cancellations are effective from the date and time we acknowledge receipt in writing. We aim to respond within 4 hours during daytime hours (8 AM – 8 PM IST).
Section 8
Refund Processing
- Refunds will be processed within 5–7 business days of written cancellation confirmation
- Refunds are issued to the original payment method — UPI, bank transfer, or card, as applicable
- For UPI and bank transfers, please provide your account details along with the cancellation request
- Any transaction or banking charges incurred in processing the refund are borne by the guest
- GST charged on the original booking will be refunded proportionally based on the refund amount
- Refunds will not be processed in cash under any circumstances
GST & Tax Notes
Reuben's Stays charges GST at the applicable rate on all bookings. Refunded amounts will include the proportional GST component. A revised invoice will be issued upon request for cancelled or partially-refunded bookings.