The fine print, in plain English

Guest Terms & House Rules

Please review these before confirming your booking. They help us run the apartments properly and keep every stay comfortable.

1. Booking & Payment

• Reservations are confirmed only after full payment is received.
• Dates remain available for booking until payment is completed. Temporary holds or courtesy blocking are not available.
• Stay extensions are subject to availability and cannot be held without payment.
• Rates are fixed for short stays. For stays of 30 nights or more, a long-stay rate applies automatically when you enter your dates.
• The direct rate on houseoona.com is always lower than the same apartment on any booking platform.

2. Cancellation Policy

Cancellation requests must be sent by email to [email protected]. Requests made by phone, WhatsApp, or any other medium are not valid.

• More than 14 days before check-in · 80% refund
• 7 to 14 days before check-in · 50% refund
• Within 7 days of check-in · No refund

Reducing dates or modifying a reservation is treated as a cancellation and rebooking. No refunds for unused nights after check-in. Payment gateway charges are non-refundable. Refund timelines depend on banking systems and may take several business days.

3. Check-In & Check-Out

• Check-in · from 2:00 PM
• Check-out · by 11:00 AM

Our apartments are often booked back-to-back; we need the hours between stays for cleaning and preparation. Early check-in, late check-out, and luggage storage are not available. Arriving after 10:00 PM? Tell us in advance so self check-in instructions reach you in time.

4. Guest Registration

For legal, safety, and building compliance:

• All guests must be registered before check-in; valid government-issued ID may be required.
• Only registered guests are permitted to stay in the apartment.

Incomplete registration may result in denial of check-in without refund.

5. Occupancy Policy

Every apartment has its own maximum, shown on its page. Our studios and one-bedroom apartments are set up for two guests, the two-bedroom apartments for four, and the three-bedroom homes for six. Travelling with a child? Get in touch before booking and we will tell you what works for the apartment you have in mind.

• Occupancy limits must be respected at all times.
• Unregistered overnight guests are not permitted.

6. Visitor Policy

To maintain building security and residential compliance, visitors are generally not permitted inside the apartment or building premises. Any exception requires prior approval and remains subject to building regulations. Please check with us before making visitor plans.

7. Parking

Parking depends on the building. Where an apartment has parking it is free and inside the building premises, and the apartment page says so. Where it does not, the apartment page says that too. Street parking in Bandra and Khar is limited and we cannot reserve or guarantee it. Ride-hailing works well across all three neighbourhoods.

8. Damage & Charges

We do not collect a security deposit. Charges may still apply for damage, missing items, excessive cleaning, policy violations, or lost keys requiring replacement, and we will tell you what they are before recovering them.

9. House Rules

Strictly prohibited:

• Smoking inside the apartment
• Parties or events
• Excessive noise
• Unregistered guests
• Commercial activities without prior approval

We also ask that you remove shoes inside where possible, switch off lights, appliances, and taps when not in use, and treat the apartment and building respectfully.

Violation of house rules may result in immediate termination of the booking without refund.

10. Lost Keys

Loss of keys carries a minimum replacement charge of INR 500. Additional charges apply where lock replacement is required.

11. Housekeeping

Complimentary housekeeping once every four days during longer stays: sweeping and mopping, bathroom cleaning, linen change, garbage removal. Extra visits are available at cost, subject to staff availability. Housekeeping enters only with your approval or prior coordination.

12. Repairs, Utilities & Internet

We arrange inspection and repairs as quickly as reasonably possible; timelines depend on technician availability, supplier schedules, building access, and the nature of the issue. Internet runs through third-party providers. We keep it reliable, but outages at the internet provider's end remain outside our direct control.

13. Support Hours

• Guest support (WhatsApp and call) · 10:00 AM to 8:00 PM IST
• Housekeeping & maintenance · 10:00 AM to 6:00 PM IST

After hours, assistance is limited to urgent situations: lockouts, major utility failures, safety incidents, building emergencies.

14. Kitchen Facilities

Each apartment includes a basic self-cooking setup which may include an induction cooktop, pressure cooker, pots and pans, utensils, microwave, toaster, and electric kettle. Inventory varies slightly between apartments. Write to us before booking if a specific item is essential.