Compensation or money back

Resolution not accepted by

Guarantee catagory Guaranteed item Default definition Default reporting Resolution(s) available Not resolved; Guest Not resolved; Guest wishes customer; wishes to check-
cotinues to use the item to check-out
out
Within 30 minutes from reporting - Rs 500/-
At the property front desk: - Rectification of issue to make the
Visible stains or holes seen on bed- - By the guest within 30
guaranteed item available, failing which Plus
Clean & Fresh Flawless linen sheet, pillow covers, or duvet covers minutes of check-in or within - Guest offered another room at the same Rs 500/- Refund for unused part of
30 minutes of first use of Treebo property, failing which Refund for unused part of reservation (applicable for
room after a change of linen - Guest offered another room at another reservation (applicable for pre-paid reservations)
Treebo property within 4 km pre-paid reservations)
Within 30 minutes from reporting - Rs 500/-
At the property front desk: - Rectification of issue to make the
Spotless bath and hand Visible stains or holes seen on bath - By the guest within 30 guaranteed item available, failing which Plus
Clean & Fresh towels towel(s) or hand towel(s) minutes of check-in or within - Guest offered another room at the same Rs 500/- Refund for unused part of
30 minutes of first use of Treebo property, failing which Refund for unused part of reservation (applicable for
room after a change of linen - Guest offered another room at another reservation (applicable for pre-paid reservations)
Treebo property within 4 km pre-paid reservations)
- No water supply in any faucet Within 30 minutes from reporting - Rs 500/-
- No hot water in the bathing area
during these times: - Rectification of issue to make the
At the property front desk: guaranteed item available, failing which Plus
Clean & Fresh Fully functional 6-11 AM, 7-10PM - By the guest within 12 hours - Guest offered another room at the same Rs 500/- Refund for unused part of
bathrooms - Visible stains inside W/C bowl
- Basin faucet, health faucet (for of check-in Treebo property, failing which Refund for unused part of reservation (applicable for
- Guest offered another room at another reservation (applicable for pre-paid reservations)
W/C), W/C flush, or bath shower not Treebo property within 4 km pre-paid reservations)
working
Within 30 minutes from reporting - Rs 300/-
- No network access on any device in - Rectification of issue to make the
guaranteed item available, failing which Plus
Assured Essentials Free WiFi * the room
- Download speed as per
At the property front desk
whenever observed - Guest offered another room at the same Rs 300/- Refund for unused part of
Treebo property, failing which Refund for unused part of reservation (applicable for
speedtest.net below 1 Mbps - Guest offered another room at another reservation (applicable for pre-paid reservations)
Treebo property within 4 km pre-paid reservations)
Rs 200/-
Following items not offered:
- At least 1 main course item
Complimentary (omelette, dosa, idly, utthapam, Before 11 AM on the morning Within 30 minutes from reporting - Plus
Assured Essentials breakfast stuffed parantha, or equivalent) when default occured - Rectification of issue to make the Rs 200/- Refund for unused part of
guaranteed item available Refund for unused part of reservation (applicable for
- At least 1 of milk/ tea/ coffee/ juice reservation (applicable for pre-paid reservations)
- Bread slices
pre-paid reservations)
Within 30 minutes from reporting - Rs 500/-
- Rectification of issue to make the
guaranteed item available, failing which Plus
Assured Essentials Air conditioned rooms * AC not present or malfunctioning
At the property front desk
whenever observed - Guest offered another room at the same Rs 500/- Refund for unused part of
Treebo property, failing which Refund for unused part of reservation (applicable for
- Guest offered another room at another reservation (applicable for pre-paid reservations)
Treebo property within 4 km pre-paid reservations)
Within 30 minutes from reporting - Rs 500/-
- Rectification of issue to make the
TV with cable/DTH - TV not present or malfunctioning At the property front desk
guaranteed item available, failing which Plus
Assured Essentials connection - Neither DTH nor cable connection whenever observed - Guest offered another room at the same Rs 500/- Refund for unused part of
available/ working Treebo property, failing which Refund for unused part of reservation (applicable for
- Guest offered another room at another reservation (applicable for pre-paid reservations)
Treebo property within 4 km pre-paid reservations)
Rs 100/-
Following items not available:
- Functioning electric kettle At the property front desk Within 30 minutes from reporting - Plus
Assured Essentials Tea/Coffee-maker - Tea bags whenever observed - Rectification of issue to make the Rs 100/- Refund for unused part of
- Sugar guaranteed item available Refund for unused part of reservation (applicable for
- Whitener reservation (applicable for pre-paid reservations)
pre-paid reservations)
Rs 100/-

Complimentary bottled 1L bottled water not provided At the property front desk Within 30 minutes from reporting - Plus
Assured Essentials water everyday whenever observed - Rectification of issue to make the Rs 100/- Refund for unused part of
guaranteed item available Refund for unused part of reservation (applicable for
reservation (applicable for pre-paid reservations)
pre-paid reservations)
Rs 100/-
Following items not provided: Within 30 minutes from reporting - Plus
Assured Essentials Branded toiletries - Shampoo At the property front desk - Rectification of issue to make the Rs 100/- Refund for unused part of
- Moisturizer whenever observed
- 2 soap cakes guaranteed item available Refund for unused part of reservation (applicable for
reservation (applicable for pre-paid reservations)
pre-paid reservations)

*Not applicable for hill stations

Note:
1. In case of multiple claims made by the guest during the same continuous period of stay, maximum liability for Treebo will be Rs 1500/-
2. For avoidance of doubt, 30-minute period provided for resolution starts from the time when the guest reports the issue to the front desk
3. In case of refund of unused part of the reservation, guest will also be refunded the applicable taxes collected
4. If the resolution for any default is to offer another room to the guest at another Treebo property, the cost of transportation will be covered by Treebo
5. In case the property staff disagrees with the guest on whether default has occurred on a guaranteed item, guest may please contact the Treebo customer care team on +91 9322-800-100 to make the claim