AYANA LAKE RESORTS

CANCELLATION & PROPERTY BOOKING POLICIES

Last Updated: 9 August 2026

At Ayana Lake Resorts, we understand that travel plans can change. This Cancellation & Property Booking Policy explains the conditions applicable to reservations, modifications, cancellations, refunds, no-shows and property-related booking conditions.

This policy applies to accommodation reservations made directly through:

• Ayana Lake Resorts website (ayanalakeresorts.com)
• Telephone
• WhatsApp
• Email
• Direct enquiries
• Other booking channels where Ayana Lake Resorts' specific cancellation conditions apply

Different cancellation conditions may apply to third-party booking platforms. Guests should review the cancellation policy displayed on the platform through which the reservation was made.

1. About Your Reservation

Reservations at Ayana Lake Resorts are subject to:

• Accommodation availability
• Applicable room rates
• Number of guests
• Selected dates
• Selected room/cottage
• Package selection
• Payment requirements
• Applicable cancellation conditions
• Property rules

A reservation is considered confirmed only after the booking process has been successfully completed and Ayana Lake Resorts has issued a booking confirmation or booking reference.

2. Booking Confirmation

A successful booking confirmation may include:

• Booking ID
• Guest name
• Contact information
• Check-in date
• Check-out date
• Number of nights
• Number of guests
• Room/cottage category
• Number of rooms
• Selected package
• Applicable charges
• Payment status
• Special requests

Guests should carefully review the confirmation immediately after receiving it.

If you notice an error, contact the Reservations Team as soon as possible.

3. Direct Booking Rates

Rates displayed on the Ayana Lake Resorts website may vary according to:

• Room category
• Date
• Season
• Number of guests
• Number of nights
• Package
• Promotional offer
• Availability

The applicable rate will be displayed during the booking process.

Once a reservation has been confirmed, the applicable booking rate will generally remain valid for that reservation, subject to correction of genuine technical or pricing errors and applicable law.

4. Payment Requirements

Depending on the selected booking, Ayana Lake Resorts may require:

• Full payment
• Advance payment
• Partial payment
• Payment at property

The applicable payment requirement will be displayed during the booking process or communicated by the Reservations Team.

Online payments are processed through Cashfree Payments.

Payment methods may include:

• UPI
• Credit cards
• Debit cards
• Net banking
• Other payment methods supported by Cashfree

5. Payment Confirmation

A payment transaction is not necessarily the same as a confirmed reservation.

A reservation is considered confirmed only when the booking system successfully records the reservation and a booking confirmation/reference is issued.

If payment has been deducted but the booking confirmation has not been received, guests should contact the Reservations Team with the payment transaction/reference details.

6. Cancellation Policy

Cancellation conditions depend on the rate, room category, package and booking type.

The specific cancellation policy applicable to a reservation should be displayed during the booking process or provided in the booking confirmation.

7. Non-Refundable Bookings

Some promotional rates, special offers or packages may be offered on a non-refundable basis.

Where a booking is non-refundable:

The booking will be clearly identified as Non-Refundable before payment is completed.

After confirmation, cancellation or modification of a non-refundable reservation may not qualify for a refund unless specifically permitted by the applicable booking conditions or required by law.

8. Cancellation Request

Guests wishing to cancel a reservation should contact Ayana Lake Resorts using:

Guests should provide:

• Booking ID
• Guest name
• Registered phone number
• Registered email address
• Requested cancellation date

A cancellation request is not considered completed until Ayana Lake Resorts acknowledges or processes the cancellation.

9. Cancellation Through the Website

If online cancellation functionality is provided, guests may cancel through their booking management facility.

The cancellation screen should display:

• Booking details
• Cancellation deadline
• Applicable cancellation charge
• Estimated refund
• Final amount payable/refundable

Where an online cancellation facility is unavailable, guests should contact the Reservations Team.

10. Cancellation Confirmation

Once a cancellation has been processed, Ayana Lake Resorts may provide a cancellation confirmation containing:

• Booking ID
• Cancellation date
• Cancellation status
• Applicable cancellation charge
• Refund amount, if any

Guests should retain this confirmation.

11. Refund Policy

Where a refund is applicable, the refundable amount will be calculated according to the cancellation conditions applicable to the booking.

Refunds may be affected by:

• Cancellation timing
• Booking type
• Promotional conditions
• Non-refundable rate conditions
• Package terms
• Applicable taxes
• Payment processing conditions

Where possible, refunds will be processed using the original payment method.

12. Cashfree Refunds

For payments made online through Cashfree, eligible refunds may be initiated through the applicable payment processing system.

The time taken for the refunded amount to appear in the guest's account may depend on:

• Cashfree
• The guest's bank
• Card issuer
• UPI provider
• Other payment service providers

Ayana Lake Resorts cannot guarantee the exact time taken by a bank or payment provider to credit a refund after it has been initiated.

13. Payment Gateway Charges

Where a payment gateway or financial institution has charged a transaction or processing fee, the treatment of that fee on cancellation will depend on:

• The applicable booking terms
• Payment provider rules
• Refund conditions
• Applicable law

Any applicable non-refundable processing charge should be disclosed to the guest before completing the booking where required.

14. Booking Modification

Guests may request changes to:

• Check-in date
• Check-out date
• Room category
• Number of rooms
• Number of guests
• Package
• Other reservation details

Modification requests are subject to availability.

A modification may result in:

• Additional payment
• Rate difference
• Refund
• Cancellation charge
• Loss of promotional rate
• Different package conditions

A reservation is not considered modified until Ayana Lake Resorts confirms the change.

15. Change of Dates

Requests to change stay dates are subject to room availability.

If the new dates have a higher applicable rate, the guest may be required to pay the difference.

If the new dates have a lower rate, any applicable adjustment will be determined according to the booking's terms.

Date changes requested after the applicable cancellation deadline may be treated as a cancellation and new booking.

16. No-Show Policy

A no-show occurs when a guest does not arrive for the confirmed reservation and does not notify Ayana Lake Resorts within the applicable cancellation period.

A no-show will result in a charge equivalent to one night's accommodation fee, or as per the specific promotional package conditions.

17. Early Departure

If a guest checks out before the confirmed departure date, the unused portion of the reservation is non-refundable unless otherwise agreed in writing by management.

Where applicable, the cancellation policy associated with the booking may apply.

Guests planning an early departure should contact the Reservations Team as soon as possible.

18. Late Check-out

Ayana Lake Resorts provides flexible 24-hour check-in and check-out arrangements, subject to availability and operational requirements.

Late check-out requests should be made with the Reservations Team.

Late check-out may be subject to:

• Room availability
• Housekeeping schedules
• Subsequent reservations
• Additional charges where applicable

Any applicable charge will be communicated before confirmation of the late check-out request.

19. Early Check-in

Early check-in may be requested through the Reservations Team.

Early check-in is subject to:

• Previous guest departure
• Housekeeping completion
• Room availability
• Operational requirements

Early check-in is not guaranteed unless specifically confirmed.

Additional charges may apply where applicable.

20. Room Allocation

Guests book an accommodation category, not necessarily a specific room number.

For example, a booking may be made for: Lake Front Balcony Cottage rather than a specific cottage number.

Ayana Lake Resorts may assign the specific room/cottage based on availability and operational requirements.

21. Room Substitution

In exceptional circumstances, Ayana Lake Resorts may be unable to provide the originally allocated room because of:

• Maintenance
• Technical issues
• Safety requirements
• Unexpected operational circumstances
• Other circumstances beyond reasonable control

Where this occurs, we will make reasonable efforts to provide an accommodation of the same or reasonably comparable category, subject to availability and applicable law.

22. Guest Numbers

Guests must provide accurate information regarding:

• Adults
• Children
• Infants
• Total occupants

The maximum permitted occupancy of each accommodation category must be respected.

Additional charges may apply for additional guests where permitted.

Ayana Lake Resorts may decline accommodation to guests exceeding the permitted occupancy where required for safety, legal or operational reasons.

23. Children

Children are welcome subject to the occupancy conditions of the selected room/cottage.

Guests must provide accurate information about the number and ages of children where requested.

Applicable:

• Child accommodation charges
• Meal charges
• Extra-bed charges
• Occupancy limits

will be communicated during the booking process where relevant.

24. Special Requests

Guests may request:

• Birthday arrangements
• Anniversary arrangements
• Honeymoon arrangements
• Room preferences
• Early arrival
• Late departure
• Dietary requirements
• Accessibility requirements
• Other special arrangements

Special requests are subject to availability and cannot be guaranteed unless specifically confirmed by Ayana Lake Resorts.

Additional charges may apply.

25. Honeymoon, Family and Weekend Packages

Ayana Lake Resorts may offer packages including:

Honeymoon Package: Designed for couples celebrating a special occasion.

Family Vacation Package: Designed for families seeking a comfortable resort stay.

Weekend Package: Designed for short leisure stays.

Each package may have separate:

• Inclusions
• Pricing
• Availability
• Minimum stay requirements
• Cancellation conditions
• Modification conditions
• Payment requirements

The terms displayed for the selected package at the time of booking will apply.

26. Promotional Bookings

Promotional rates may have special restrictions. These may include:

• Limited availability
• Limited booking period
• Specific stay dates
• Minimum stay
• Advance payment
• Non-refundable conditions
• Limited cancellation rights

Guests should carefully review the promotional conditions before payment.

27. Events and Celebrations

Ayana Lake Resorts may accept enquiries and bookings for:

• Birthday parties
• Anniversaries
• Weddings
• Corporate events
• Meetings
• Conferences
• Family celebrations
• Private dining
• Other events

Event bookings may have a separate agreement.

The event agreement may specify:

• Venue
• Date
• Time
• Guest capacity
• Menu
• Decoration
• Equipment
• Advance payment
• Balance payment
• Cancellation charges
• Damage/security deposit
• Outside vendor conditions

Where a separate event agreement is signed, that agreement will govern the event.

28. Event Cancellation

Event cancellation conditions will depend on the event type and agreement.

The applicable policy should be clearly communicated before payment:

29. Property Damage

Guests are responsible for damage caused to resort property by themselves or persons under their responsibility, except where caused by normal use or circumstances beyond the guest's control. This may include damage to:

• Furniture
• Fixtures
• Room equipment
• Electronics
• Glassware
• Decorative items
• Recreational equipment
• Other resort property

Reasonable repair or replacement costs may be charged where permitted by law.

30. Smoking

Smoking restrictions apply throughout designated non-smoking areas.

Guests must follow signs and instructions provided by the resort.

Where smoking causes damage or requires extraordinary cleaning, reasonable charges may apply where permitted.

31. Pets

Unless specifically approved by Ayana Lake Resorts in advance, pets are not permitted on the property.

Guests requiring accommodation for an assistance/service animal should contact the Reservations Team in advance.

32. Guest Conduct

Guests must behave respectfully towards:

• Other guests
• Resort employees
• Contractors
• Event participants
• Visitors

The resort may take reasonable action where a guest's behaviour creates a safety, security or significant operational concern.

33. Unauthorized Activities

Guests must not use accommodation or resort facilities for:

• Illegal activities
• Unauthorized commercial activities
• Activities creating a safety risk
• Activities that disturb other guests
• Unauthorized events
• Unauthorized filming/commercial production
• Activities that violate applicable law

34. External Vendors

Outside decorators, caterers, photographers, videographers or other event vendors may require prior approval.

Guests must not bring external vendors into the property for commercial purposes without prior authorization.

Additional conditions may apply to approved vendors.

35. Lost Property

Guests should report lost property to the resort as soon as possible.

Found property will be handled according to Ayana Lake Resorts' lost-and-found procedures.

Guests may be responsible for delivery/collection costs where applicable.

36. Property Security

Ayana Lake Resorts maintains security measures to help protect guests and property. Security measures may include:

• Security personnel
• CCTV surveillance
• Controlled access
• Security monitoring

Guests should comply with reasonable security procedures.

37. CCTV and Security Cameras

For guest safety and property security, CCTV/security cameras may operate in public and common areas of the resort.

Cameras are intended for:

• Safety
• Security
• Incident prevention
• Investigation
• Protection of guests, staff and property

Cameras are not intended to monitor private areas where guests reasonably expect privacy.

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

38. Force Majeure

If circumstances beyond our reasonable control affect a reservation, Ayana Lake Resorts will make reasonable efforts to communicate with the affected guest.

Such circumstances may include:

• Severe weather
• Flood
• Fire
• Natural disaster
• Government restrictions
• Public emergency
• Epidemic/pandemic
• Civil disturbance
• War
• Transport disruption
• Major infrastructure failure
• Power failure
• Other circumstances beyond reasonable control

Any refund or alternative arrangement will be handled according to the circumstances, booking terms and applicable law.

39. Cancellation by Ayana Lake Resorts

In exceptional circumstances, Ayana Lake Resorts may need to cancel or modify a reservation because of:

• Safety concerns
• Property damage
• Unforeseen operational circumstances
• Government restrictions
• Natural disasters
• Serious technical problems
• Incorrect availability
• Fraudulent booking activity
• Other circumstances beyond reasonable control

Where a reservation must be cancelled by the resort, we will make reasonable efforts to notify the guest and provide an appropriate resolution, which may include:

• Alternative accommodation
• Rescheduling
• Refund
• Other reasonable arrangement

subject to the circumstances and applicable law.

40. Fraudulent or Unauthorized Bookings

Ayana Lake Resorts reserves the right to investigate bookings that appear fraudulent, unauthorized or materially misleading.

This may include bookings involving:

• Stolen payment information
• False identities
• Invalid contact details
• Manipulation of promotional offers
• Multiple fraudulent reservations
• Unauthorized use of another person's payment method

Where permitted by law, such reservations may be cancelled.

41. Third-Party Booking Platforms

If a reservation is made through:

• Booking.com
• Agoda
• Other online travel agencies
• Corporate booking platforms
• Travel agents

the cancellation and modification conditions displayed by that platform may apply.

Guests should contact the platform through which they made the reservation where the platform controls the booking.

Direct Ayana policies may not override a third-party platform's booking conditions where the reservation is governed by that platform.

42. Direct Booking Benefits

Where Ayana Lake Resorts offers direct-booking benefits or promotional rates, those benefits are subject to their stated conditions.

A direct booking does not automatically include every service, package or facility unless specifically stated.

43. Taxes and Government Charges

Applicable taxes, government charges or statutory fees may apply to accommodation, dining, events or other services.

Where applicable, such charges will be displayed or communicated during the booking or payment process.

Tax rates may change in accordance with applicable law.

44. Privacy

Information collected during the booking and cancellation process is handled according to our Privacy Policy.

This may include:

• Guest identity
• Contact details
• Booking information
• Payment transaction information
• Special requests
• Government ID information where required
• Communication records

For more information, please refer to the Ayana Lake Resorts Privacy Policy.

45. Changes to This Policy

Ayana Lake Resorts may update this Cancellation & Property Booking Policy from time to time.

The updated version will display a new "Last Updated" date.

For confirmed reservations, the cancellation conditions communicated at the time of booking will generally apply, subject to applicable law.

46. Contact Us

For cancellation, modification, refund or booking questions: