At Meravilla Direct, a brand of Meravilla Solutions LLP, we strive to provide exceptional service and memorable experiences to all our guests. This Grievance and Refund Policy outlines the terms, conditions, and safeguards under which refunds, cancellations, and grievances are addressed for both guests and hosts.
1. Booking Cancellations
A. Guest-Initiated Cancellations
- 7 days prior to check-in:
A full refund will be initiated, excluding payment gateway charges, processing fees, and applicable GST. - Within 7 days of check-in:
A 50% refund of the booking amount will be initiated, excluding payment gateway charges, processing fees, and applicable GST. - Within 72 hours of check-in or no-show:
No refund will be provided.
B. Peak Season & Special Events
During peak seasons, holidays, long weekends, or special events, all bookings are non-refundable, unless explicitly stated otherwise at the time of booking.
2. Service Cancellations by Hosts Registered Under Meravilla Direct
In rare cases where a host is required to cancel a booking due to unforeseen circumstances (such as natural calamities or non-operational villa conditions), guests may raise a grievance by writing to bookings@meravilladirect.com
In such cases, guests will be offered:
- A full refund of the booking amount, or
- An option to reschedule or transfer the booking to another available date or an alternative property of equal value.
3. Early Check-Out or Shortened Stay
If a guest chooses to check out earlier than the reserved duration, no refund will be provided for unused nights, unless the early departure is caused by a service failure on our end.
4. Refund Process
- Approved refunds will be processed within 7–10 business days to the original mode of payment using the same payment gateway.
- Processing timelines may vary depending on the guest’s bank or payment provider.
5. Non-Refundable Services
- Add-on services and experiences (such as BBQ arrangements, private chefs, or transport services) are non-refundable once confirmed.
- Promotional or discounted bookings may be non-cancellable and non-refundable, as specified at the time of booking.
6. Contact for Refund or Cancellation Requests
To request a refund or raise a grievance, please contact:
📧 Email:bookings@meravilladirect.com
📞 Phone: +91-96531-17177
Kindly include your Booking ID, registered guest name, and reason for cancellation or grievance in your communication.
