Hotel Booking Terms & Cancellation Policy

1. About These Terms

These terms apply when you book a hotel stay on Valyzen Travel (flyvalyzen.ai), on the website or through an AI agent connected to your account. They add to our Terms of Service and Privacy Policy. Where these terms and the Terms of Service differ on a hotel booking, these terms apply. Flight bookings are covered by our Cancellation & Refund Policy.

Who you book with depends on the market you book in, which is shown by the currency:

• India (prices in INR): Valyzen Private Limited, GSTIN 36AAMCV4095M1ZI, 5th Floor, Flat 505, P No. A1 & A2, Bhaskar Empire, White Fields Road, Kondapur, Hyderabad, Rangareddy, Telangana 500084, India.
• United States (prices in USD): Valyzen, the operator of flyvalyzen.ai named in our Terms of Service.

In these terms, “we”, “us” and “our” mean that entity, and “you” means the person who makes the booking.

2. Our Role

We sell you the hotel stay and take your payment. We source rooms and rates through our third-party hotel supplier, which books the room with the hotel. The hotel provides the accommodation and is responsible for the room, its facilities and the services at the property. We do not own or operate any hotel.

The hotel’s own rules apply to your stay, including check-in and check-out times, house rules, deposits and charges for anything you order at the hotel. Your booking reference with us starts with VZH-; it is the only reference you need for any question about the booking.

3. Prices and What They Include

The headline price is the total for your whole stay, for all rooms and guests you searched for, with the per-night price shown as a secondary line. The total you see before you pay is the amount you are charged. It is made up of:

• India: prices are in Indian rupees and you pay through Razorpay (UPI, cards, netbanking or wallets).
• United States: prices are in US dollars and you pay by card through Stripe. Our supplier prices rooms in Indian rupees; we convert them to US dollars at the rate fixed when your price is calculated, and any refund uses the same rate. If your card is in another currency, your bank may apply its own conversion and fees.
• Rates are set by the hotel and our supplier and can change without notice until your booking is confirmed. A price is fixed only for a room we are holding for you, and it becomes final when the hotel confirms your booking; if the booking cannot be confirmed at that price, you are not charged. If the price goes up before you pay, we show you the old and new price and you must accept the new price to continue. If it goes down, the lower price applies automatically.
• Paid at the hotel: the hotel may ask for a refundable security deposit at check-in. Anything you order or use at the hotel (meals, minibar, parking, extra beds, early check-in or late check-out, other services) is paid to the hotel directly, as are any charges the hotel or local authority levies at the property that are not part of the price we showed you.

4. How a Booking Works

1. We hold the room before you pay. We only offer rooms the hotel supplier lets us hold. A countdown on the payment page shows how long the hold and your price are kept.
2. You authorise the payment. In India, Razorpay authorises the amount; in the United States, Stripe places a hold on your card. You are only charged once the hotel confirms.
3. The hotel confirms. Your booking is confirmed only when we show “Confirmed” with your VZH- booking reference and e-mail you the confirmation and voucher. Confirmation usually takes under a minute. If it takes longer, you can close the page; the booking shows as “Confirming” and we e-mail you the result.

If the hold expires before you pay, nothing is charged. We re-check the same room and show you the current price, and you can book again with your guest details kept.

If the hotel does not confirm, you are not charged: we cancel the payment and release the room. If your bank shows a pending amount, it drops off on its own — the timing depends on your bank or card issuer. We do not take money for a room we have not held, and we never charge you twice for the same booking.

5. Guests and ID

• You must be at least 18 to make a booking. Every guest in every room is named, with first and last name in Latin letters as on their ID. Guests aged 0–17 are booked as children; guests aged 18 or over are booked as adults.
• Each room has a lead guest, and lead guests in different rooms must have different names. You confirm that the guest details are accurate; a hotel may refuse check-in when the names do not match the guests’ ID.
• You choose the guests’ nationality when you search. Rates and ID rules can depend on it.
• Some rates need ID details at booking. Each rate shows what it needs before you choose it: the lead guest’s PAN (common for stays in India), their passport number (often asked of guests who are not Indian nationals, including at US hotels), both, or none. We ask only when the rate requires it, use it only to book that stay, and do not keep the full number after your booking is confirmed.
• Check-in and check-out times are set by the hotel and shown on your voucher when the hotel provides them. Early check-in and late check-out are at the hotel’s discretion and may be charged.
• A business guest in India can add a GSTIN and registered business name for a tax invoice (see section 12).

6. Checking In

The hotel’s own policies apply at the property, and the hotel may refuse check-in to guests who do not meet them. In particular:

• Every adult guest should carry valid government-issued photo ID. The hotel may refuse check-in if it is missing or the names do not match the booking.
• Some hotels in India do not accept guests whose ID shows an address in the same city (“local ID”), or unmarried couples.
• Guests who are not Indian nationals staying in India must show their passport and a valid visa at check-in; the hotel is required by law to register foreign guests.
• Hotels may set a minimum check-in age and their own rules on extra guests, children, pets and smoking.

If the hotel refuses check-in for one of these reasons, the booking is treated as a no-show (section 10). Please check the hotel’s rules before you book, and contact us before you pay if you are unsure.

7. Cancellation Terms Shown Before You Pay

Each rate has its own cancellation terms, set by the hotel and our supplier. You can see them on every room rate before you choose it, on the guest and payment steps, on your confirmation and on your voucher:

• Free cancellation rates show the deadline, in the hotel’s local time (and in your time zone when it differs). Cancelling before the deadline refunds everything except payment processing.
• After a free-cancellation deadline, or on rates with fees, the penalty timeline shows the hotel’s fee for cancelling from each date.
• Non-refundable rates are marked as such: there is no refund if you cancel.
• Payment processing (card processing in the US) is non-refundable on every rate, including free-cancellation rates, and on date changes. We state this next to every free-cancellation offer.

8. How to Cancel

1. Online: go to My Trips, open the booking, and choose “Cancel booking”. We work out the hotel’s fee at that moment from the cancellation timeline and show you exactly what you get back. One confirmation click cancels the stay. If the fee changes before you confirm (for example, a deadline passes while the page is open), we show the new amount and ask you again.
2. Through your AI agent: if an agent connected to your account made or manages the booking, it can ask for the same refund preview and cancel only after confirming it (see section 13).
3. By e-mail: if a booking can’t be cancelled online, write to booking@flyvalyzen.ai with your booking reference and the e-mail address used for the booking.

Only the account (or, for a booking made without signing in, the browser) that made the booking can change or cancel it online. If you booked without signing in, use “Save trip” to add the booking to your account. Looking up a booking with its reference and e-mail shows the booking but does not allow changes.

9. What Is Refunded

Refund = amount paid − the hotel’s cancellation fee − payment processing. It is never less than zero.

• Inside the free-cancellation window: everything except payment processing, including our service fee (and its GST in India).
• When a hotel fee applies: the fee is applied in proportion to the whole booking, so the part of our service fee (and its GST) that relates to the penalised share is kept, and the rest is refunded.
• Non-refundable rates, and cancellations after the last date on the timeline: no refund. You can still cancel to release the room.

The hotel’s cancellation fee is set by the hotel’s policy for your rate. The money for the hotel stay is held by the hotel and our supplier, and they return it only once the hotel has confirmed the cancellation and released the amount. Refunds of amounts the hotel or our supplier holds are made once we receive them from them; we refund you as soon as we do. Sometimes the hotel takes longer to confirm a cancellation: the booking then shows “Cancellation in progress”, we check every day, and we e-mail you when the cancellation is confirmed and your refund is issued. Nothing else is needed from you.

Refunds go back to the original payment method: through Razorpay in India and to the card you paid with through Stripe in the United States. Once we issue a refund, UPI and cards in India usually show it within 3–5 working days, and US cards usually within 5–10 business days; the exact time depends on your bank or card issuer. Cancelling more than once never refunds more than once.

10. No-Shows and Early Departure

If you do not arrive and have not cancelled, the hotel treats the booking as a no-show and the cancellation timeline applies at the time you cancel — after its last date, that means no refund. If you cannot travel, cancel as early as you can.

A no-show (including a check-in refused for one of the reasons in section 6) is usually charged by the hotel as the whole booking, and the hotel may cancel the remaining nights.

Leaving early, or not using some nights or rooms, does not give an automatic refund. Any refund for unused nights is at the hotel’s discretion and is paid only if the hotel returns the money. Contact us with your booking reference and we will ask the hotel through our supplier.

11. Changing Your Dates

You can change the dates of a stay from the booking in My Trips. A date change keeps the same hotel; to change guests or rooms, cancel and book again. Because hotels do not amend bookings in place, a date change works as two transactions:

1. We show the rooms available at the same hotel for your new dates, at today’s prices.
2. We show a combined quote: the price of the new stay, the refund on your original stay (worked out as in section 9, with payment processing kept), and the net amount you pay or get back. If cancelling the original would refund nothing, we warn you first.
3. We hold and book the new dates first. Only after the hotel confirms the new dates do we cancel the original; its refund follows section 9.

If the new booking does not go through, your original booking stays exactly as it is and the new stay is not charged. You keep the same VZH- booking reference, and the booking shows its history. A booking cannot be cancelled while a date change is in progress.

12. Invoices and Receipts

• India, with a GSTIN: if you enter a GSTIN when you book, Valyzen Private Limited issues a tax invoice for the taxable supply (our service fee and payment processing). Room charges and the supplier fee are shown as amounts collected on behalf of the hotel and supplier.
• India, without a GSTIN: you receive a payment receipt marked “Not a tax invoice”.
• Cancellations in India: where a tax invoice was issued, we issue a credit note reversing our service fee and its GST on the refunded share.
• United States: you receive a payment receipt.

Your voucher and invoice or receipt are attached to the confirmation e-mail and available to download from the booking in My Trips.

13. Bookings Made Through AI Agents

You can connect an AI agent (an assistant that uses our MCP server) to your account with an access token you create under Account → Profile → Access tokens. Hotel tools work only with that token, and only with the hotel permissions you give it. You can revoke a token at any time.

• Holding a room: an agent can search, show you rates with their cancellation terms and ID requirements, and hold a room. Holding never charges you. The agent gives you a link to our payment page, where you pay signed in to the same account.
• Saved-card payment (United States only): if you allowed your token to pay with your saved payment method, the agent can pay for a held US booking with your saved card, within the spending settings you chose for that token. If your bank asks for extra verification, or the payment can’t be made within your settings, the agent gives you the payment page link instead. In India, you always pay on our payment page.
• Cancelling: an agent with hotel booking permission can show you the refund preview and cancel the booking once it confirms the cancellation.

Bookings, payments and cancellations an agent makes with your token are made on your behalf and are your bookings under these terms, as if you had made them on the website. Keep your tokens private, give an agent only the permissions and spending settings you are comfortable with, and revoke a token you no longer use.

14. Problems at the Hotel

If something is wrong at the hotel, please tell the hotel first so it can fix it while you are there. If it is not resolved, contact us at booking@flyvalyzen.ai with your booking reference. We will raise it with the hotel through our supplier and keep you informed.

If the hotel cannot honour your booking (for example, because it is overbooked or closed), contact us straight away with your booking reference. We will ask our supplier and the hotel to arrange comparable accommodation; if that is not possible or you do not accept it, we refund the amount you paid for the nights not provided, on the basis set out in section 9.

15. Our Responsibility

We are responsible for booking the stay you selected on the terms shown to you and for handling your payment and any refund as described here. The hotel is responsible for the accommodation and the services at the property, and we are not responsible for the acts or omissions of the hotel or other third parties.

Hotel content. Hotel descriptions, photos, room types, bed types, amenities and policies come from the hotel and our supplier and are not independently checked by us. Photos are illustrative, and a specific room, view, bed type or amenity is not guaranteed unless it is part of the rate you booked.

Errors. If a confirmed booking is affected by an error in the rate, room or availability supplied to us, we may either offer you the corrected booking (which you can accept, or decline for a refund of the amount you paid) or cancel the booking and refund the amount you paid. We, our supplier or the hotel may also cancel or refuse to honour a booking that appears fraudulent, not genuine or in breach of these terms; we will tell you if this happens.

The disclaimers and limits of liability in our Terms of Service apply to hotel bookings. Nothing in these terms limits any right you have under the consumer protection laws that apply to you, including India’s Consumer Protection Act, 2019.

16. Complaints and Disputes

If you believe a refund was wrongly refused or delayed, contact us at booking@flyvalyzen.ai with your booking reference. Customers in India can also escalate to our Grievance Officer, or approach the appropriate consumer forum under the Consumer Protection Act, 2019.

The governing law and dispute resolution sections of our Terms of Service apply to hotel bookings.

17. Your Information

We share guest names, contact details and any ID details a rate needs with our supplier and the hotel only to make and manage your booking. Our Privacy Policy explains how we handle your personal data.

18. Contact Us

• Hotel bookings: booking@flyvalyzen.ai (or reply to your booking e-mail)
• Online: My Trips > select the booking > Change dates or Cancel booking