Hotel Heritage Grand, Thane (“Hotel Heritage Grand”, “we”, “us”, or “our”) values your privacy and is committed to protecting the personal information of our guests, website visitors, and customers. This Privacy Notice explains how we collect, use, disclose, and protect your information when you interact with us through our website, reservation systems, social media pages, telephone inquiries, or in-person services (collectively referred to as the “Services”).

By using our Services, you acknowledge that you have read and understood this Privacy Notice. This Privacy Notice applies to information collected through our website, booking systems, marketing communications, and during your stay at Hotel Heritage Grand.

We may collect Personal Information that identifies or relates to you directly or indirectly.

Examples include:

· Full name

· Residential or postal address

· Phone number

· Email address

Purpose of Collection:

· Process hotel reservations and service requests

· Respond to enquiries and customer support requests

· Send booking confirmations and invoices

· Communicate important updates about reservations

· Improve guest experience and personalize services

We may collect identification details such as passport numbers or national ID documents to verify guest identity and comply with government regulations.

This may include credit or debit card details and billing information required to process payments and confirm reservations. Payment information is handled through secure payment providers.

When you visit our website, we may automatically collect technical information such as IP address, device information, browser type, and website usage data to improve performance and user experience.

Our website may use cookies and similar technologies to remember preferences, analyze website traffic, and improve functionality. Users may disable cookies in their browser settings if desired.

· Process reservations and provide hotel services

· Communicate with guests regarding bookings

· Improve service quality and guest experience

· Comply with legal and regulatory requirements

We may disclose personal information to service providers assisting in operations, business partners necessary for delivering requested services, or government authorities where required by law.

We implement appropriate administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, misuse, alteration, or disclosure.

Our website may contain links to third‑party websites such as online travel agencies or payment platforms. We are not responsible for the privacy practices of these external websites.

Personal information will be retained only for the period necessary to fulfill the purposes described in this Privacy Notice or to comply with legal and regulatory obligations.

· Request access to personal information we hold about you

· Request correction of inaccurate information

· Request deletion of personal data where legally permissible

· Withdraw consent for certain data processing activities

Our Services are not directed toward individuals under the age of 18, and we do not knowingly collect personal information from minors.

Hotel Heritage Grand may update this Privacy Notice from time to time. Updates will be posted on this page along with the revised date.

Hotel Heritage Grand
Thane, Maharashtra, India
Email: reservations@hotelheritagegrand.com
Phone: +91 9321945198 / +91 9321945190

  Hotel Heritage Grand, Thane

At Hotel Heritage Grand, Thane, we aim to provide a seamless and transparent reservation experience for all our guests. This Refund and Cancellation Policy outlines the terms applicable to reservations made directly through our website, email, telephone, or authorized booking partners.

By confirming a reservation, guests acknowledge and agree to the policies stated below.

(Applicable for bookings up to 1 or 2 rooms)

• Free Cancellation
• Guests may cancel their reservation up to 48 hours prior to the scheduled check-in date without any cancellation charges.

• Late Cancellation
• Cancellations made within 48 hours of the scheduled arrival date will incur a retention charge equivalent to one night’s room rate including applicable taxes.

• No-Show Policy
• If a guest fails to arrive on the scheduled check-in date without prior cancellation, the reservation will be considered a No-Show.
• In such cases, one night’s room charge including applicable taxes will be deducted, and the remaining booking may be released.

• Early Departure
• In case a guest departs before the originally confirmed departure date, one night’s room charge including applicable taxes will be applied as an early departure fee.

Advance Payment Policy

• For confirmed group reservations, the following advance payment schedule will apply:

• 30% advance payment is required at the time of booking confirmation.
• 50% advance payment must be completed 7 days prior to the arrival date.
• 100% payment must be completed before guest check-in or as per mutually agreed contract terms.

• The hotel reserves the right to release the room inventory if the required advance payments are not received within the specified timelines.

(Applicable for bookings of 2 rooms or more or group/event reservations)

• Cancellation 15 Days Prior to Arrival
• Full cancellation received 15 days or more before the scheduled arrival date will be accepted without any cancellation charges.

• Cancellation Between 7–14 Days Prior to Arrival
• Cancellations received 7 to 14 days prior to arrival will attract 50% of the total booking value as cancellation charges.

• Cancellation Within 7 Days of Arrival
• Cancellations made within 7 days of the scheduled arrival date will attract 100% retention of the total confirmed booking amount.

• Reduction in Room Block
• Any reduction in the number of confirmed rooms within 7 days of arrival may be treated as a partial cancellation and charged accordingly.

• Group No-Show
• If the group fails to arrive as scheduled without prior notification, the hotel reserves the right to charge 100% of the confirmed booking amount.

• Refund Processing Timeline
• Eligible refunds will be processed within 7–10 working days from the date of cancellation confirmation.

• Mode of Refund
• Refunds will be issued through the same mode of payment used at the time of booking, unless mutually agreed otherwise.

• Transaction Charges
• Applicable bank charges, payment gateway fees, or transaction charges may be deducted from the refundable amount.

• Third-Party Bookings
• Reservations made through Online Travel Agencies (OTAs) or third-party platforms must be cancelled through the respective platform and will be governed by their cancellation policies.

• All requests for changes in reservation dates, number of rooms, or guest details are subject to availability and prevailing room rates.

• The hotel reserves the right to revise room rates in case of date modifications.

• Amendments must be requested in writing via email or confirmed with the reservations department.

• During peak seasons, festivals, exhibitions, holidays, or special events, different cancellation policies may apply.

• Guests will be informed of any special cancellation terms at the time of booking confirmation.

Hotel Heritage Grand shall not be held responsible for cancellations, delays, or service interruptions caused by circumstances beyond reasonable control including:

• Natural disasters
• Government regulations or travel restrictions
• Public emergencies
• Strikes or unforeseen operational disruptions

In such situations, the hotel reserves the right to modify reservation terms or offer alternative arrangements at its discretion.

Hotel Heritage Grand reserves the right to modify, update, or revise this policy at any time without prior notice. The latest version of the policy will always be available on the official hotel website.

For cancellations, amendments, or refund queries, please contact:

Hotel Heritage Grand
Thane, Maharashtra, Indiaå

• Email: reservations@hotelheritagegrand.com
• Phone: +91 +91 9321945198 / +91 9321945190