Frequently Asked Questions

Maximum number of rooms that can be booked

According to the Availability in hotel.

What is the normal check-in / out time for hotels?

The regular check-in time is after 01:00 P.M. and the standard check-out time is 12 noon. But it may vary from season to season, and from city to city. Please check with the hotel for clarification.

What's the difference between a double room and a twin bed?

A Double Room has 1 King-size bed, whereas a Twin Room has 2 queen or single beds.

Can more than three adults stay in a single room?

Many hotels allow extra guests to stay in a room for an additional fee if space does not surpass the total number of guests permitted per night. The hotel can cancel your reservation or allow you to book additional rooms if you book a room that cannot accommodate your party. If you have questions, check for their extra-guest charges in their guest policy, or feel free to contact our customer support service at any time.

Who do I write to in case I have problems on a tour or when I book?

You can email us at support@tomstay.com for any complaints suggestion or inquiries.

How am I supposed to know if my booking was successful?

After the payment has been completed, we will send you a confirmation email for your booking. Please carry a copy at the time of travel.

How am I going to get the contact details of the hotel?

Information of the hotel-Contact Number, Email Id, Address and other important details will be specified in the confirmation ticket which you will get after the booking is confirmed in your email.

Do I need to confirm my booking at the hotel?

No, you don't. If you really want to, please call us at 9646599599 or you can e-mail at support@tomstay.com to confirm your reservation.

What documents do I need to carry at the time of check-in?

Guests are required to present valid photo identification at the time of check-in. According to government regulations, any person over the age of 18 who stays at the hotel must carry a valid Photo ID. Driving License, Voters Card, Aadhar card and Passport are the approved identity proofs. You must hold your Visa / Passport if you are a non-resident/foreign national. The guest will not be able to check-in without a valid ID. Note-PAN Cards are not recognized as a valid identification card. It is also necessary to have the printout of your confirmation ticket/voucher.

Is it possible to check in/out early/late?

Many hotels in India typically have check-in and check-out times scheduled at 12 noon. Although some hotels that allow early check-in or late check-out, this depends on the quantity of the rooms that the hotel may have at its disposal at that time. In addition, there is also a risk that a hotel can charge you an extra day in case of early check-in or late check-out. If you have any other requirement, please let us know which hotel you have booked or are interested in booking, and we will find out the dates for you as well as any other details you will need.

How am I going to cancel my hotel booking?

You can cancel your booking yourself on the website by clicking on cancel booking at the end of the home page of our website tomstay.com. then you have to fill in the booking id of your booking that you want to cancel, select a reason for your cancelation of the booking. The screen will then prompt you for an OTP which will be automatically sent to the registered mobile number. Click cancel and your booking is canceled. Or you can contact our customer support at 9646599599 or email us at support@tomstay.com

Can I amend / modify my hotel booking?

Tomstay.com does not support changes and improvements to online bookings once they have been made. Please do not call the hotel directly for improvements to the reservation or cancellations. Hotel agents may not adjust or accept refunds for these specially negotiated rates.

What are the cancellation charges?

The cancelation charges rely on the hotel, the duration of stay (' season' time,' off-season' time) and the date of cancellation. To know what's relevant in your case, check the hotel booking policy on the booking page before making your booking (in case you missed it, you can always log in to your tomstay.com account and check it out on the "My Bookings" tab). If you have taken advantage of any discount on your booking by means of promo codes, the cancelation fee will be paid on the undiscounted rate.

And if I'm not able to check-in at my hotel at all, will I get a refund?

If you don't show up at the hotel, you'll be considered a no-show and you'll still be charged the full amount. You will not be eligible for a refund.

When I cancel my reservation, how soon can I be refunded?

We take at least 5 to 12 working days to process payments for canceled online bookings. Your bank can debit its own separate fees from payments made to your credit card or bank account.

I haven't got my refund yet. What am I going to do?

We're so sorry about the delay. Send us an e-mail at support@tomstay.com and let us know about your questions. We’ll get back to you soon.