Guest policies


  • The primary guest must be at least 18 years of age to be able to check-in to the property.
  • It is mandatory for guests to present valid photo identification at the time of check-in. According to government regulations, a valid Photo ID has to be carried by every person above the age of 18 staying at the property. The identification proofs accepted are Driving License, Voter ID Card, Photo PAN card, Aadhar card and Passport. Without valid ID the guest will not be allowed to check-in.
  • Its Guest’s responsibility to know and be well versed and understood the specific terms and conditions of the property where he avail booking services. PGO doesn’t cover all such information on their website / App. Hence, PGO reiterates that its Guest’s sole responsibility.
  • Should any action by a Guest be deemed inappropriate by the Host, or if any inappropriate behaviour is brought to the attention of the Host, the Host reserves the right, after the allegations have been investigated, to take action against the Guest. Guests should make a note that PGO shall not be responsible and shall not be required to mediate or resolve any dispute or disagreement between Guest and Host. In no event, shall PGO be made a party to dispute between Guest(s) and Host(s) (among Users).
  • Certain locations and respective properties may have different policies for specific times during the year. Guest to make note of it.
  • Guests shall be liable for any damage, except normal wear and tear to Property assets. Guest shall keep the Property (accommodation provided or any other facilities) in a good condition and maintain hygiene and cleanliness.
  • CC support for Booking related queries: Its mandatory to call from registered mobile number or Guest primary contact number to speak to PGO Care executive for queries related to your Booking.
  • All the amenities displayed on PGO digital platform are generic to the respective property, may not be applicable against your allotted bed/room. Please speak to PGO Care for further details.
  • PGO is influencing the hosts to keep the actual images of the property with few sample room/bed images, actual tariff details and also ensure his/her team to behave well with guests on any instances. In any case, it is impossible to explain each and every element of the property and give in-depth details of amenities provided and notify the behavior of each and every person from the host team on a digital platform. Even at verified properties we are trying our best in putting up the property as a verified listing with as many details which helps our users to look at, visualize and make decision for staying. We recommend you or your local representative to see the property physically and decide upon before booking or any time before check-in date. We also reiterate that as per current cancellation policy, user/guest cannot cancel booking on check-in date onwards and no refund will be entertained in this case.
  • In extension to the above point, PGO encourages our users to intimate PGO Care immediately if they encounter any intention of fraud, misconduct by anyone or things to improve or any other feedback. We value your feedback. We believe customer first. We only make you understand the limitations of the role of PGO and at the same time PGO takes severe action on any fraud or misconduct which comes to our notice. PGO allotted special task force to ascertain the facts of such complaints and the process during ascertain will be as per company guidelines. Our motto is to help our users facing such cases, but please ensure timely reporting to Customer Care.
    PGO Care contact 040-71081081, +91-9063081081, pgocare@gopgo.in. Happy to Assist.

GUEST WALLET

  • This wallet captures all the bonuses paid to User/Guest and the refunds. It’s not a real cash wallet; in fact it represents your most of the transactions on PGO platform.
  • In case of any refunds due to cancellation will be first credited to Guest Wallet and will be settled to the source of payment or any on Guest consent. This amount can be fully utilized against forthcoming bookings.
  • Refund Amounts posted to Guest wallet don’t attract bank/payment GW charges. In case of final settlement, bank/payment GW charges are applicable in few cases; please refer to cancellation policy for further details.

BOOKING EXTENSION PROCESS

  • Booking extension is allowed for checked-in bookings with or without prior approval of host. In any case host confirmation is mandatory.

CANCELLATION/REFUND PROCESS

  • Cancelling Your Booking is as fast and easy as booking.
  • You can cancel your booking using our website or mobile app. However refund to source or any, may take 3 - 14 working days to reflect in your account, depending on the processing time taken by your bank or the payment GW.
  • We would love to host you but in case your plans change, our simple cancellation process makes sure you receive a quick confirmation and fast refunds to Guest wallet and from there can be settled to the source of payment.

 

Monthly Bookings - Cancellation Process

PGO recommends you or your local representative to see the property physically and decide upon before booking or any time before check-in date. We also reiterate that as per current cancellation policy, user/guest cannot cancel booking on check-in date onwards and no refund will be entertained in this case.

1) Guest Cancelled Bookings

Guest can cancel booking any time till one day prior to the Check-in date, else booking gets auto cancelled at 23:59hrs on Check-in date.

  • Cancelled 3 days prior to the Check-in date
    • Guest gets 100% refund of booking value (Bank / Payment GW transaction charges are applicable)
  • Cancelled within 3 days to 1 day prior to the Check-in date
    • Guest gets 70% refund of booking value
  • Cancellation Not Allowed on or after Check-in date.
  • Auto Cancelled after 23:59hrs of Check-in date, if Guest didn’t show
2) Host Rejected (Not Approved) Booking
  • Guest gets 100% refund of booking value
3) Booking Cancelled or Rejected due to Technical Issues
  • Guest gets 100% refund of booking value
Daily Bookings - Cancellation Process

PGO recommends you or your local representative to see the property physically and decide upon before booking or any time before check-in date. We also reiterate that as per current cancellation policy, user/guest cannot cancel booking on check-in date onwards and no refund will be entertained in this case.

1) Guest Cancelled Bookings

Guest can cancel booking any time till one day prior to the Check-in date, else booking gets auto cancelled at 23:59hrs on Check-in date.

  • Cancelled 1 day prior to the Check-in date
    • Guest gets 100% refund of booking value (Bank/Payment GW transaction charges are applicable)
  • Cancellation Not Allowed on or after Check-in date.
  • Auto Cancelled after 23:59hrs of Check-in date, if Guest didn’t show
2) Host Rejected (Not Approved) Booking
  • Guest gets 100% refund of booking value
3) Booking Cancelled or Rejected due to Technical Issues
  • Guest gets 100% refund of booking value

 

PROPERTY SPECIFIC RULES

  • Property booking value shown on PGO website/App doesn’t include any charges such Security deposit or property specific charges. Please speak to PGO customer care to know such specific details.
  • Property specific amenities are captured on the website and the app. Guests are advised to refer the same while booking.
  • Properties in hill stations may not have air conditioning due to weather conditions of the location.
  • Properties in remote locations may not have Wi-Fi connectivity due to unavailability of network in those regions.
  • In some properties, due to local conditions, unmarried/unrelated couples may not be allowed to check-in. Accommodation can be denied to guests posing as a couple if suitable proof of identification is not presented at the time of check-in.
  • Hosts may deny check-in to guests providing ID proof of the same city as the property itself.
  • Some properties may deny entry of visitors to rooms. Please confirm with the host or property staff before inviting visitors into the rooms.