Pura Stays Help Faq

Help / FAQs

Questions before you book

01. Can more than two adults stay in one room?

Answer: Please check the description of the room type before selecting the room as it clearly specifies the number of adults and children permissible in that room type.

02. Will the child stay for free?

Answer: As per our child policy, children below five years can stay for free.

03. What if I need a specific type of stay (non-smoking, wheelchair friendly, etc.)?

Answer: Yes, all properties have non-smoking rooms. For wheel chair access or any other special request, call us on +91 90 1551 1551 anytime between 10 am to 6 pm.

04. Will my credit card be charged when I book my stay?

Answer: Yes, we facilitate payment through credit cards, net banking, paytm wallet and same shall be charged for the booking amount.

05. How do I modify a stay booking?

Answer: Please reach us at +91 90 1551 1551 anytime between 10 am to 6 pm and we shall assist you.

Questions after you book

01. Can I make changes to a confirmed reservation?

Answer: Yes we can make changes, subject to the availability. Please reach us at +91 90 1551 1551 anytime between 10 am to 6 pm and we shall assist you.

02. How will I know that my booking is confirmed?

Answer: After the payment has been processed, you shall receive a confirmation e-mail from us on your e-mail used for booking your stay.

03. What will be the charges if I want to cancel my booking?

Answer: There will be 100% refund for accommodation and experiences booked if you are cancelling your booking before 20 days or more prior to check-in time. Between 10-20 days prior to check-in time, there will be 50% refund for accommodation and 100% refund on experiences booked. And, before 10 days or less prior to check-in time, there is no refund for accommodation or experiences booked. For more clarity, please check our guest policy.

04. What's the ideal check-in and check-out time at the stay?

Answer: Standard check-in time is 1230 hours whereas standard check-out time is 1030 hours.

05. What if I reach the stay early?

Answer: If you reach before 0600 hours, you are required to pay 100% charges for one day, payable as per room rates of the previous day. If you reach between 0600 hours and 0900 hours, then you have to pay 30% charges payable as per room rates of the previous day, which does not include breakfast. Between 0900 hours and 1230 hours, there are no charges, and breakfast is not included.

06. Will the stay hold my room if I'm arriving late?

Answer: Room will be held up till 1800 hours on the day of arrival unless prior information for late check-in is provided. We shall also get in touch with you to confirm late check-in time.

07. Do I have to show ID proof at the time of check-in?

Answer: Yes, you are required to present valid Govt. photo Id at the time of check-in. Driving license, voter ID card, Aadhaar card and Passport are acceptable.

08. I didn't get an email confirmation. What should I do?

Answer: Kindly write to us at reservations@purastays.com with the following details: E-mail, phone number and the details of the booking or call us with above details on +91 90 1551 1551 anytime between 10 am to 6 pm.

Questions on Cancellations & Refunds

01. How do I cancel my stay booking?

Answer: Please call us at +91 90 1551 1551 anytime between 10 am to 6 pm and we shall assist you with the cancellation.

02. What are the cancellation charges?

Answer: There will be 100% refund for accommodation and experiences booked if you are cancelling your booking before 20 days or more prior to check-in time. Between 10-20 days prior to check-in time, there will be 50% refund for accommodation and 100% refund for experiences booked. And, before 10 days or less prior to check-in time, there is no refund for accommodation or experiences booked. For more clarity, please check our guest policy.

03. How will I get my money back after cancelling my stay booking?

Answer: After you have cancelled the booking from your profile page, as per the cancellation policy, the refund shall be processed through your net banking/credit card account/paytm wallet within 10-15 days.

04. How long does it take to process the refund?

Answer: Estimated time is 10-15 days to process the refund, depending upon the processing time taken by your bank.