Grievance Redressal Policy

Grievance Redressal Policy

Platform: HotelBooking – Siddhrans Technologies
Website: hotelbooking.siddhrans.in
Effective Date: 30 August 2026
Last Updated: 30 August 2026

1. Introduction

HotelBooking – Siddhrans Technologies (“HotelBooking”, “Platform”, “we”, “us”, or “our”) is committed to providing customers, guests, hotels, accommodation partners, and vendors with a fair, transparent, and accessible mechanism for raising and resolving complaints.

This Grievance Redressal Policy (“Policy”) explains how grievances concerning bookings, payments, refunds, hotel services, privacy, vendor services, and use of the Platform may be submitted and handled.

2. Scope

This Policy applies to grievances relating to HotelBooking services, including:

  • Hotel booking issues

  • Booking confirmation problems

  • Cancellation disputes

  • Refund delays

  • Failed payments

  • Duplicate payments

  • Incorrect charges

  • Hotel check-in problems

  • Hotel refusing a confirmed reservation

  • Overbooking

  • Hotel service complaints

  • Incorrect property information

  • Vendor or hotel complaints

  • Privacy concerns

  • Account-related issues

  • Unauthorized transactions

  • Platform technical issues

  • Promotional offer disputes

  • Customer support complaints

  • Other Platform-related grievances

3. Who Can Raise a Grievance

A grievance may be submitted by:

  • Registered customers

  • Guests

  • Persons who made a booking

  • Authorized representatives of customers

  • Hotels

  • Resorts

  • Homestays

  • Guest houses

  • Vendors

  • Accommodation partners

  • Other persons directly affected by a HotelBooking transaction or service

Where a complaint is submitted on behalf of another person, HotelBooking may request reasonable proof of authorization.

4. How to Submit a Grievance

Customers and Vendors may submit a grievance through:

Email: info@siddhrans.in

Phone / WhatsApp: +91 99024 06387

Website: https://hotelbooking.siddhrans.in

Written complaints are recommended because they allow us to maintain a clear record of the grievance and supporting documents.

5. Information Required

To help us investigate a complaint efficiently, please provide as much relevant information as possible.

For booking-related grievances:

  • Full name

  • Booking ID

  • Registered mobile number

  • Registered email address

  • Hotel/property name

  • Check-in date

  • Check-out date

  • Description of the issue

For payment-related grievances:

  • Booking ID

  • Transaction ID/reference number

  • Payment date

  • Amount paid

  • Payment method

  • Screenshot or payment receipt, where appropriate

For hotel/vendor grievances:

  • Vendor/Property ID

  • Property name

  • Booking ID, where applicable

  • Contact person

  • Description of the issue

  • Relevant supporting records

6. Do Not Share Sensitive Payment Credentials

When submitting a grievance, customers must not provide:

  • UPI PIN

  • ATM PIN

  • Debit/credit card PIN

  • OTP

  • CVV

  • Internet banking password

  • Other confidential authentication credentials

HotelBooking will not request these credentials to investigate a complaint or process a refund.

7. Grievance Registration

After receiving a valid grievance, HotelBooking may register the complaint and assign a complaint or ticket reference number where the relevant support system provides this functionality.

Customers should retain the reference number for future communication.

8. Acknowledgement

HotelBooking aims to acknowledge grievances within 48 hours of receipt.

Acknowledgement may be provided through:

  • Email

  • SMS

  • WhatsApp

  • Telephone

  • Support ticket

  • Platform notification

The acknowledgement does not necessarily mean that the grievance has been resolved.

9. Resolution Timeline

HotelBooking aims to resolve grievances as promptly as reasonably possible.

Subject to the nature and complexity of the matter, we aim to resolve complaints within one month from the date of receipt, or within any shorter period required by applicable Indian law.

Simple matters may be resolved sooner.

More complex complaints involving hotels, payment gateways, banks, fraud investigations, chargebacks, or external service providers may require additional coordination.

Where appropriate, customers will be informed of material delays.

10. Booking Complaints

Booking complaints may include:

  • Booking not confirmed

  • Incorrect booking details

  • Hotel unable to locate reservation

  • Incorrect room category

  • Wrong dates

  • Booking modification problems

HotelBooking may verify the booking records and coordinate with the applicable hotel to seek an appropriate resolution.

11. Check-In Denial

If a hotel refuses to honour a valid confirmed booking, the customer should contact HotelBooking as soon as reasonably possible.

Customers should provide:

  • Booking ID

  • Hotel name

  • Check-in date

  • Reason provided by the hotel

  • Relevant supporting information

Where appropriate and subject to availability, HotelBooking may assist in resolving the issue, identifying alternative accommodation, or processing an eligible refund.

12. Overbooking Complaints

If a confirmed reservation cannot be honoured because of hotel overbooking, HotelBooking may coordinate with the hotel.

Depending on the circumstances and applicable booking terms, the solution may include:

  • Alternative accommodation;

  • Rescheduling;

  • Refund; or

  • Another appropriate remedy.

13. Cancellation Complaints

If a customer disputes a cancellation charge, HotelBooking will review:

  • Booking conditions

  • Cancellation deadline

  • Cancellation date/time

  • Hotel policy

  • Amount charged

  • Applicable Refund & Cancellation Policy

The outcome will depend on the conditions accepted when the booking was made and applicable law.

14. Refund Complaints

Customers may raise a grievance where:

  • An approved refund has not been received;

  • The refund amount is incorrect;

  • A refund was rejected unexpectedly;

  • The refund status is unclear.

Please provide the Booking ID and relevant transaction information.

HotelBooking may coordinate with the applicable payment gateway, bank, or hotel where necessary.

15. Payment Complaints

Payment grievances may include:

  • Amount debited but booking not confirmed

  • Duplicate payment

  • Incorrect payment amount

  • Failed transaction

  • Refund not credited

  • Unauthorized transaction

HotelBooking may review Platform transaction records and coordinate with relevant payment service providers.

Customers should also promptly contact their bank or payment provider regarding suspected unauthorized transactions.

16. Hotel Service Complaints

Customers may report issues concerning the accommodation actually provided, including:

  • Material difference from the property description

  • Cleanliness concerns

  • Room condition

  • Missing advertised facilities

  • Inappropriate additional charges

  • Staff conduct

  • Safety concerns

Because accommodation services are generally provided by independent hotels, HotelBooking may communicate the complaint to the applicable property and seek an appropriate response.

17. Vendor/Hotel Complaints

Hotels and Vendors may submit grievances concerning:

  • Property onboarding

  • KYC verification

  • Listing approval

  • Booking disputes

  • Commission

  • Settlements

  • Refund adjustments

  • Chargebacks

  • Account suspension

  • Property delisting

  • Technical problems

  • Customer complaints

Vendors should include their Vendor/Property ID and relevant booking or settlement references.

18. Privacy and Personal Data Complaints

Users may raise grievances concerning:

  • Incorrect personal information

  • Unauthorized use of personal information

  • Account deletion

  • Data correction

  • Marketing communications

  • Privacy concerns

  • Suspected data-security incidents

  • Exercise of applicable data-protection rights

Privacy grievances will be handled in accordance with our Privacy Policy and applicable Indian data-protection requirements.

19. Investigation Process

Depending on the complaint, HotelBooking may:

  • Review Platform records;

  • Review booking history;

  • Verify transaction information;

  • Contact the hotel;

  • Contact the customer;

  • Review communications;

  • Coordinate with payment providers;

  • Request supporting documents;

  • Review applicable policies and booking conditions.

Users are expected to cooperate by providing accurate and relevant information.

20. Possible Resolution

Depending on the nature and merits of a grievance, possible outcomes may include:

  • Explanation or clarification

  • Correction of booking information

  • Booking modification

  • Cancellation

  • Eligible refund

  • Payment correction

  • Alternative accommodation assistance

  • Vendor settlement correction

  • Account restoration

  • Correction/deletion of personal information where applicable

  • Other appropriate remedial action

The availability of a particular remedy depends on the facts, applicable booking conditions, contractual arrangements, and applicable law.

21. Escalation

If you are dissatisfied with the initial response, you may request escalation by replying to the grievance communication and clearly stating:

“Request for Grievance Escalation”

Please include:

  • Original complaint/ticket number

  • Booking ID

  • Reason for escalation

  • Relevant additional information

The escalated complaint may be reviewed by a senior support representative or designated Grievance Officer.

22. Grievance Officer

HotelBooking will designate an appropriate Grievance Officer/contact in accordance with applicable requirements.

Grievance Officer: [Name of Grievance Officer]

Email: info@siddhrans.in

Phone: +91 99024 06387

Address:
No. 765, 2nd Floor,
14th Cross, 60 Feet Road,
Opp. MEI Layout Ground (Landmark),
MEI Layout, Bagalgunte,
Bengaluru – 560073,
Karnataka, India.

The Grievance Officer/contact will oversee eligible grievances and their resolution in accordance with applicable requirements.

23. Consumer Remedies

If a consumer remains dissatisfied after using HotelBooking's internal grievance process, the consumer may pursue remedies available under applicable Indian consumer-protection laws.

Nothing in this Policy is intended to restrict a consumer's statutory right to approach an appropriate consumer commission, regulator, court, or other legally authorized dispute-resolution mechanism.

24. Fraudulent or Abusive Complaints

HotelBooking reserves the right to take appropriate action where complaints are:

  • Knowingly false;

  • Fraudulent;

  • Threatening;

  • Abusive;

  • Submitted to manipulate refunds;

  • Part of suspected payment fraud;

  • Intended to misuse Platform processes.

Legitimate complaints and criticism will not be rejected merely because they are unfavorable to HotelBooking or a hotel.

25. Confidentiality

Information submitted during grievance handling will be used only for legitimate purposes such as:

  • Investigating the complaint

  • Communicating with relevant parties

  • Resolving the dispute

  • Fraud prevention

  • Legal compliance

  • Maintaining appropriate records

Personal information will be handled according to our Privacy Policy and applicable law.

26. Record Keeping

HotelBooking may retain records relating to grievances for legitimate operational, legal, regulatory, audit, fraud-prevention, and dispute-resolution purposes.

Records may include:

  • Complaint details

  • Communications

  • Supporting documents

  • Investigation records

  • Resolution

  • Refund/payment information

Retention will be subject to applicable law and our data-retention practices.

27. Changes to This Policy

HotelBooking may update this Grievance Redressal Policy periodically to reflect changes in:

  • Applicable law

  • Regulatory requirements

  • Platform services

  • Customer support procedures

  • Vendor processes

  • Payment systems

The latest version will be published on our website with the applicable last-updated date.

28. Contact Us

For grievances, complaints, booking disputes, refund issues, payment concerns, privacy requests, or Vendor-related matters, please contact:

HotelBooking – Siddhrans Technologies

Website: https://hotelbooking.siddhrans.in

Email: info@siddhrans.in

Phone / WhatsApp: +91 99024 06387

Office Address:
No. 765, 2nd Floor,
14th Cross, 60 Feet Road,
Opp. MEI Layout Ground (Landmark),
MEI Layout, Bagalgunte,
Bengaluru – 560073,
Karnataka, India.

Our Grievance Commitment

HotelBooking is committed to handling genuine complaints fairly, transparently, and within reasonable timelines.

We encourage customers and hotel partners to provide their Booking ID, Vendor ID, transaction reference, and relevant supporting information when submitting a grievance so that the matter can be investigated efficiently.

We may use cookies or any other tracking technologies when you visit our website, including any other media form, mobile website, or mobile application related or connected to help customize the Site and improve your experience. Learn more