THE EMERALDS GROUPSExplore stays ↗Plans can change.
Here is how we help.
Cancellation requests are reviewed by our administration team. The property-specific cancellation terms disclosed at the time of booking determine the applicable charges and refund eligibility, subject to applicable law.
Effective 13 October 2026
1. Send a cancellation request
Contact support@theemeraldsgroups.com or +91 70195 83527 with your booking reference, guest name, property and stay dates. A request or a WhatsApp message alone is not confirmation that your reservation has been cancelled.
2. Admin reviews the booking terms
Our team checks the terms supplied for your property and quote, the time remaining before arrival, and the payments recorded. Cancellation, date changes, credits and refunds are not automatically approved. Any exception or discretionary change requires written approval from the administration team.
3. Receive a written decision
We confirm the cancellation decision and any eligible refund, deduction, credit or revised dates in writing. If no property-specific cancellation terms were supplied, we will explain the proposed resolution before proceeding. We do not apply newly published property rules retrospectively to an existing booking.
Advances, full payments and no-shows
Paying in full does not itself create a right to a full refund, and paying an advance does not automatically make it refundable. The cancellation and no-show terms supplied with your booking apply. Ask us before paying if any term is unclear.
Payment review and temporary holds
Submitting a payment screenshot is a request for verification, not a confirmed reservation. A temporary date hold can expire before a payment is approved. If you have paid but do not receive confirmation, contact our team with your payment reference for reconciliation.
Refunds and booking changes
An approved cancellation does not mean a refund has already reached your account. Our written response will explain the amount, method and expected processing time where a refund is due. Revised dates remain subject to availability and any agreed price difference.
Bookings made through another platform
For bookings made on Airbnb, MakeMyTrip, Booking.com or another platform, use that platform’s cancellation process and the terms accepted there. Our team can assist with property information but cannot replace the platform’s refund process.
If we cannot provide the booked stay
We will contact you to discuss an appropriate alternative or refund as required by the booking terms and applicable law. Nothing in this policy removes statutory consumer rights or makes an administrator’s approval a condition for rights that the law requires.