1. Privacy Policy

BABVIP Hotels & Resorts is committed to safeguarding the privacy of its guests and users. This Privacy Policy outlines how we collect, use, disclose, and protect your personal information.

Information We Collect:

• Personal identifiers (name, contact details, identification documents)
• Payment information
• Booking and transaction data
• Website/app usage data (via cookies)

Use of Information:

• To process bookings and provide services
• For customer support and communications
• To improve our services and offers
• For legal and regulatory compliance

Sharing of Information:

• With third-party service providers under confidentiality agreements
• For legal obligations or governmental requests

Data Retention:

• Personal data is retained only as long as necessary for its intended purpose or legal requirements.

User Rights:

• Right to access, correct, delete, or restrict use of personal data.
  
  

2. Refund Policy

Eligibility for Refunds:

• Cancellations made 48 hours before check-in are eligible for a full refund.
• Cancellations within 48 hours of check-in may incur charges.

Non-Refundable Items:

• Non-refundable bookings, last-minute offers, or prepaid packages.

Refund Process:

• Approved refunds will be processed within 7-14 working days to the original payment method.

3. Terms & Conditions

By using BABVIP Hotels & Resorts' services, you agree to the following:

Booking and Use:

• All reservations are subject to availability and confirmation.
• Guests must provide valid identification at check-in.

Conduct:

• Guests are expected to follow hotel rules and maintain decorum.
• Damages to property will incur charges.

Liability:

• BABVIP is not liable for loss of personal belongings unless stored in designated secure facilities.

4. Service Level Agreement (SLA)

Scope:

Covers accommodation services, food and beverage, room service, housekeeping, and support.

Service Standards:

• Check-in/out: Within 10 minutes
• Housekeeping: Daily or on-demand within 1 hour
• Room Service: Within 30 minutes of request

Uptime Commitment (for website/app services):

• 99% monthly uptime
• Response to service issues within 4 hours

5. Data Security Policy

Objectives:

To protect guest and operational data from unauthorised access, use, or disclosure.

Measures:

• Secure encrypted databases
• Firewall and antivirus protection
• Role-based access control
• Regular data backups

Responsibilities:

All employees must follow security protocols and report any breach immediately.

6. Confidentiality and Non-Disclosure Policy

Scope:

Applies to employees, contractors, vendors, and partners.

Obligations:

• Not to disclose confidential business or customer information without consent.
• Maintain confidentiality even after termination of engagement.

Breach Consequences:

Disciplinary action, legal claims, or contract termination.

7. Vendor and Partner Agreements

Key Clauses:

• Scope of services and deliverables
• Pricing, invoicing, and payment terms
• Confidentiality obligations
• Dispute resolution and termination clauses

Compliance:

Vendors must comply with BABVIP’s standards and applicable laws.

8. Compliance and Ethics Policy

Purpose:

Ensure lawful, ethical, and professional conduct across all levels.

Key Areas:

• Anti-bribery and corruption
• Fair labour practices
• Environmental and social responsibility
• Whistleblower protection

9. Grievance Redressal Policy

Objective:

Provide a fair, transparent process for addressing complaints by guests, employees, or partners.

Procedure:

1. Submission of complaint via form/email/helpline.
2. Acknowledgement within 48 hours.
3. Investigation and resolution within 7 business days.
4. Escalation procedure available if unsatisfied.

10. Record Retention Policy

Purpose:

Define retention periods and secure disposal methods for organisational records.

Retention Periods:

• Guest records: 3 years
• Financial records: 7 years
• Employee records: 5 years after termination

Disposal:

• Digital: Secure deletion and wiping
• Physical: Shredding and certified disposal

BABVIP Hotels & Resorts is committed to protecting the privacy of our guests, customers, partners, and visitors. This Privacy Policy outlines how we collect, use, disclose, and protect your personal information when you interact with us, whether through our website, mobile applications, hotel properties, or other services.

1. Information We Collect

We may collect the following types of personal information:

a. Personal Identification Information

• Full name
• Contact details (email address, phone number, postal address)
• Government-issued ID (passport, Aadhaar, etc.)

b. Booking & Transaction Details

• Check-in and check-out dates
• Room and service preferences
• Payment information

c. Online Usage Data

• IP address, browser type, device identifiers
• Usage data from our website and app (via cookies and similar technologies)

d. Additional Information

• Feedback and reviews
• CCTV footage (for safety on hotel premises)

2. How We Use Your Information

We use your data for the following purposes:

• To confirm and manage your hotel bookings
• To provide personalised hospitality services
• For payment processing and invoicing
• To respond to inquiries and customer support requests
• For marketing and promotional communications (with consent)
• To ensure the safety and security of guests and property
• To comply with legal and regulatory requirements

3. Sharing and Disclosure of Information

We may share your personal information only when necessary:

• With service providers: Payment processors, IT support, housekeeping, etc., under strict confidentiality agreements
• With government authorities: Where required by law or for legal proceedings
• With business partners: For special promotions or loyalty programs (with your consent)
• In case of a merger or acquisition, as part of due diligence or asset transfers

4. Data Retention

We retain personal data only as long as necessary to fulfil the purposes outlined in this policy:

• Guest records: Retained for 3 years post-checkout
• Financial and transactional data: Retained for 7 years as per statutory requirements
• CCTV footage: Typically retained for 30 days unless required longer for investigations

5. Data Security

We implement industry-standard safeguards to protect your personal information:

• Encrypted storage and secure servers
• Role-based access control
• Regular audits and vulnerability assessments
• Data breach response and notification protocols

6. Your Rights

You have the right to:

• Access and review your data
• Request correction or deletion of inaccurate data
• Withdraw consent (where applicable)
• Object to certain types of data processing
• Complain to a data protection authority

7. Cookies and Tracking Technologies

Our website uses cookies to enhance user experience and gather analytics. You can manage cookie preferences through your browser settings.

8. Third-Party Links

Our services may contain links to third-party websites. We are not responsible for the privacy practices or content of such sites.

9. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website with the effective date. Continued use of our services after changes constitutes acceptance of the updated policy.

At BABVIP Hotels & Resorts, we value our business and are committed to providing excellent service. This Refund Policy outlines the terms and conditions under which guests may request refunds for bookings and services.

1. General Refund Eligibility

Refunds are applicable only for eligible cancellations or service failures under the terms outlined below. Guests are advised to carefully review the cancellation terms provided during booking.

2. Cancellation-Based Refunds

a. Standard Bookings

• Full Refund: Cancellations made at least 48 hours before the check-in date.
• Partial Refund (50%): Cancellations made between 24 to 48 hours before check-in.
• No Refund: Cancellations made less than 24 hours before check-in or no-shows.

b. Non-Refundable Bookings

• Bookings marked as “non-refundable” at the time of reservation are not eligible for any refund, regardless of cancellation time.

3. Early Check-Out Policy

If a guest checks out earlier than the booked duration:

• Partial Refunds may be considered based on the unused nights and room occupancy rate, subject to management approval.
• No Refunds for special packages, seasonal discounts, or promotional bookings.

4. Service-Related Refunds

Refunds for dissatisfaction with hotel services may be granted only under the following conditions:

• Verified failure to deliver essential promised services (e.g., no accommodation, major facility outage).
• Official complaint filed within 24 hours of the incident.
• A refund amount will be determined after internal review by management.

5. Force Majeure

No refunds will be issued for cancellations due to force majeure events (natural disasters, pandemics, government restrictions, etc.), unless mandated by law or specified in a particular offer.

6. Refund Processing

• All eligible refunds will be processed within 7–14 working days from the approval date.
• Refunds will be made to the original method of payment.
• Transaction or bank processing charges may be deducted, if applicable.

7. How to Request a Refund

Guests can initiate a refund request by contacting us at:

📧 Email:refund@babviphotels.com
📍 On-site: Hotel front desk or guest relations

Please include your booking reference number, guest name, check-in/out dates, and the reason for the request.

8. Policy Updates

BABVIP Hotels & Resorts reserves the right to modify this Refund Policy at any time without prior notice. Any updates will be reflected on our website with a new effective date.

By accessing or using the services of BABVIP Hotels & Resorts, including bookings, website usage, or staying at our properties, you agree to comply with and be bound by these Terms & Conditions.

1. Booking and Reservations

• Reservation Confirmation: All bookings are subject to availability and will be confirmed upon full or partial payment as per the chosen rate plan.
• Identification Requirement: Guests must present a government-issued photo ID at the time of check-in.
• Check-in/Check-out Time: Standard check-in is at [Insert Time], and check-out is at [Insert Time]. Early check-in or late check-out is subject to availability and additional charges.

2. Payments and Charges

• Accepted Payment Methods: Credit/debit cards, UPI, bank transfers, or approved third-party platforms.
• Taxes and Fees: All bookings are subject to applicable local/state taxes and service charges.
• Incidental Charges: Guests are responsible for any additional charges incurred during their stay, such as room service, minibar, or property damages.

3. Cancellations and Refunds

• Cancellations and refund eligibility are governed by our Refund Policy.
• Non-refundable bookings cannot be cancelled for a refund.
• No-shows will be charged the full amount of the booking.

4. Guest Conduct and Responsibilities

• Guests are expected to behave respectfully and responsibly at all times.
• Use of illegal substances, disruptive behaviour, and property damage are strictly prohibited and may lead to eviction without refund.
• Guests are responsible for compensating for any loss or damage caused to hotel property during their stay.

5. Property Rules

• Smoking is permitted only in designated areas.
• Pets are allowed only in pet-friendly rooms or areas, subject to prior approval.
• Visitors are not allowed in guest rooms after [Insert Time], unless registered at the front desk.

6. Limitation of Liability

• BABVIP Hotels & Resorts is not liable for loss or theft of personal belongings unless stored in designated secure areas such as safety lockers.
• We are not responsible for service interruptions caused by force majeure events (natural disasters, power failures, etc.).

7. Website and App Usage

• Users must not misuse or attempt unauthorised access to our booking systems or interfere with the proper functioning of the website or app.
• All content, images, and data on our website/app are the intellectual property of BABVIP Hotels & Resorts and may not be reproduced without permission.

8. Privacy and Data Protection

• Your data is handled by our Privacy Policy, which outlines how we collect, use, and store your information.

9. Modifications and Termination

• We reserve the right to modify these Terms & Conditions at any time. Continued use of our services constitutes acceptance of any updates.
• We may refuse service, cancel bookings, or restrict access if a guest violates these terms or hotel policies.

10. Governing Law and Jurisdiction

• These Terms & Conditions are governed by the laws of India.
• Any disputes arising from or related to these terms shall be subject to the exclusive jurisdiction of the courts of [Insert City, e.g., Mumbai].

11. Contact Information

If you have any questions about these Terms & Conditions, please contact us:

BABVIP Hotels & Resorts
📧 Email:support@babviphotels.com
📍 Address: Sahastrdhara Road, Dehradun, Uttarakhand

This Service Level Agreement (“SLA”) outlines the service commitments, performance standards, and support procedures for guests using the services of BABVIP Hotels & Resorts. It is designed to ensure clarity, accountability, and a consistent quality of service.

1. Scope of Services

This SLA applies to the following services provided by BABVIP Hotels & Resorts:

• Accommodation Services (room booking, check-in/out)
• Room Service and Housekeeping
• Concierge and Guest Support
• Website and Mobile App Services (for online booking, customer accounts)
• Food and Beverage Services
• Event Hosting and Conference Services (where applicable)

2. Service Commitments

a. Check-in/Check-out

• Standard Check-in Time: [e.g., 2:00 PM]
• Standard Check-out Time: [e.g., 11:00 AM]
• Time to Process Check-in/Check-out: Within 10 minutes

b. Room Service

• Response Time: Within 5 minutes of request
• Delivery Time: Within 30 minutes of order confirmation

c. Housekeeping

• Daily Room Cleaning: Completed by 2:00 PM unless requested otherwise
• On-demand Requests: Attended within 30–60 minutes
  
  

d. Maintenance Requests

• Response Time: Within 30 minutes for urgent issues
• Resolution Time: Within 2–4 hours, depending on severity

e. Guest Support

• Helpdesk Availability: 24/7 at reception or via app
• Response Time to Queries/Complaints: Within 1 hour
• Resolution Time: Within 24–48 hours, depending on complexity

3. Website/App Uptime and Support

a. System Availability

• Uptime Guarantee: 99% monthly uptime for online booking systems
• Scheduled Downtime: Limited to 2 hours/month, notified 24 hours in advance

b. Technical Support

• Response to Website Issues: Within 4 hours
• Resolution of Booking Issues: Within 8 hours or the next business day

4. Guest Satisfaction and Feedback

• Guests are encouraged to share their feedback through surveys, apps, or at the front desk.
• Feedback is reviewed weekly, and corrective actions are initiated within 7 days of negative review resolution.

5. Exceptions and Limitations

This SLA does not apply in the following situations:

• Delays caused by force majeure (natural disasters, government regulations, strikes)
• Services were disrupted due to guest violations of hotel policies
• Scheduled or emergency maintenance, provided advance notice is given, where possible
• Acts of third parties beyond our control (e.g., internet outages, vendor failures)

6. Performance Monitoring and Review

• Internal audits are conducted monthly to ensure service standards.
• SLA performance metrics are reviewed quarterly for continuous improvement.

7. Remedies and Compensation

In the event of SLA breaches due to service delays or failures (excluding exceptions), guests may be entitled to:

• Service recovery (e.g., complimentary upgrade, meal voucher)
• Partial refund (at management discretion, aligned with refund policy)
• Formal apology and escalated service

8. Contact and Escalation

For unresolved issues or SLA disputes, guests may escalate by contacting:

Customer Support – BABVIP Hotels & Resorts
📧 Email: support@babviphotels.com
📍 Address: Sahastradhara Road, Dehradun, Uttarakhand

BABVIP Hotels & Resorts is committed to maintaining the confidentiality, integrity, and availability of all data entrusted to us. This Data Security Policy outlines the principles, protocols, and responsibilities for safeguarding personal, financial, and operational data across all our systems and locations.

1. Purpose

This policy is intended to:

• Protect guest and employee personal information
• Safeguard financial and operational data
• Comply with applicable data protection laws (e.g., Indian IT Act, GDPR)
• Prevent data breaches, unauthorised access, and misuse

2. Scope

This policy applies to:

• All employees, contractors, vendors, and partners of BABVIP Hotels & Resorts
• All data processing systems, including servers, networks, databases, cloud platforms, POS systems, and mobile devices
• All types of data, including guest records, employee information, financial transactions, and business communications

3. Data Classification

We categorise data as follows:

• Public Data: Information available publicly (e.g., hotel promotions)
• Internal Data: Operational data used by staff (e.g., housekeeping schedules)
• Confidential Data: Guest records, payment details, employee HR data
• Sensitive Personal Data: Government IDs, biometric data, health declarations

4. Data Protection Measures

a. Access Control

• Role-based access restrictions
• Multi-factor authentication (MFA) for system logins
• Regular review and revocation of inactive accounts

b. Data Encryption

• Encryption of sensitive data in transit (SSL/TLS) and at rest (AES-256)
• Encrypted payment processing through PCI-DSS compliant systems

c. Network Security

• Firewalls and intrusion detection/prevention systems (IDS/IPS)
• Segmentation of public Wi-Fi and internal networks
• Regular patching and system updates

d. Physical Security

• CCTV surveillance in data-sensitive areas
• Restricted access to server rooms
• Visitor logs and employee access badges

5. Data Retention and Disposal

• Retention Period: Personal and financial data is retained only as long as necessary for business, legal, or regulatory purposes
• Secure Disposal: Data is destroyed using secure wiping or shredding techniques when no longer needed

6. Employee Responsibilities

• Complete mandatory data security awareness training annually
• Report any suspected data breaches immediately
• Use only company-approved tools and platforms for communication and data handling
• Do not share passwords or access credentials

7. Vendor and Third-Party Security

• Vendors with access to sensitive data must sign a Data Processing Agreement (DPA)
• Regular security audits and compliance checks of third-party platforms
• Shared data must be encrypted and monitored

8. Data Breach Response

In the event of a breach:

• Immediate containment and investigation by the IT Security Team
• Notification to affected parties and relevant authorities within the required timeframe
• Remediation steps and root cause analysis

9. Compliance and Audit

• Periodic internal and external audits to assess compliance
• Alignment with industry standards such as ISO/IEC 27001 and PCI-DSS
• Documentation of all data handling procedures

10. Policy Violations

Violations of this policy may result in disciplinary action, including termination of employment or contract, and legal consequences.

At BABVIP Hotels & Resorts, protecting confidential information is fundamental to our integrity, professionalism, and business success. This Confidentiality and Non-Disclosure Policy outlines our commitment to safeguarding sensitive information belonging to our company, employees, partners, and guests.

1. Purpose

The purpose of this policy is to:

• Ensure the confidentiality of proprietary and sensitive information
• Prevent unauthorised disclosure or misuse of information
• Maintain the trust of our guests, employees, vendors, and business partners

2. Scope

This policy applies to:

• All employees, contractors, interns, and consultants
• Vendors, service providers, and business partners who have access to confidential information
• All forms of information, whether oral, written, digital, or visual

3. Definitions

• Confidential Information: Includes but is not limited to guest personal data, financial records, business strategies, employee records, pricing models, software systems, internal communications, contracts, and vendor agreements.
• Non-Public Information: Any information not generally known or readily available to the public.
• Third Party: Any person or entity not employed or formally contracted by the company.

4. Obligations of Confidentiality

All personnel and authorised third parties must:

• Protect confidential information from unauthorised access or disclosure
• Use confidential information solely for authorised business purposes
• Refrain from discussing confidential matters in public or unsecured locations
• Immediately report suspected breaches of confidentiality

5. Non-Disclosure Agreement (NDA)

• All employees and third parties with access to sensitive information must sign an NDA before being granted access to such data.
• NDAs remain in force during and after the term of employment, contract, or partnership.

6. Permitted Disclosures

Confidential information may only be disclosed:

• To authorised personnel with a legitimate business need
• With written consent from senior management or the legal department
• As required by law, regulation, or court order (with prompt notice to the Company)

7. Data Handling and Storage

• Confidential documents must be stored securely, physically or digitally
• Emails and electronic files must be protected with strong passwords and encryption
• Printed materials should be shredded before disposal

8. Duration of Confidentiality

The obligation to maintain confidentiality remains in effect:

• For the duration of employment or contractual relationship
• For a minimum of two (2) years after the end of employment or contract, or as specified in an NDA
• Indefinitely, in the case of trade secrets or sensitive strategic data

9. Violations and Disciplinary Actions

Any unauthorised disclosure, misuse, or negligence regarding confidential information may result in:

• Disciplinary action (e.g., warning, suspension, or termination)
• Civil or criminal liability
• Legal action for breach of contract

10. Policy Review and Updates

This policy is reviewed annually and may be updated as required. All employees and stakeholders will be informed of any major revisions.

BABVIP Hotels & Resorts engages with vendors, contractors, and strategic partners to deliver high-quality hospitality services. This Vendor and Partner Agreement Policy outlines the legal and operational framework for managing third-party relationships to ensure compliance, confidentiality, performance standards, and mutual benefit.

1. Purpose

The purpose of this policy is to:

• Establish consistent legal and operational standards for all third-party relationships
• Define the responsibilities and obligations of vendors and partners
• Protect confidential and proprietary information
• Ensure compliance with regulatory and ethical requirements

2. Scope

This policy applies to:

• All vendors, suppliers, service providers, agents, consultants, franchisees, contractors, and strategic partners
• All departments of BABVIP Hotels & Resorts are engaging external parties
• All locations, business units, and digital platforms

3. Agreement Requirements

All vendors and partners must enter into a formal written agreement that includes:

• Scope of Work or services to be provided
• Pricing structure, payment terms, and penalties for non-performance
• Duration and termination clauses
• Confidentiality and non-disclosure provisions
• Compliance with laws and company policies
• Liability, indemnity, and insurance requirements

No engagement shall begin without a signed contract vetted by the legal team.

4. Vendor Onboarding Process

1. Initial Assessment – Evaluate vendor capabilities, licenses, and financial health
2. Due Diligence – Check legal standing, reputation, and compliance history
3. NDA Signing – A Non-Disclosure Agreement must be signed before sharing sensitive information
4. Contract Execution – The final agreement must be signed by authorised representatives from both parties
5. Registration – Vendor details to be entered into the company’s Vendor Management System (VMS)

5. Performance Standards and Monitoring

• Vendors must meet defined KPIs and SLAs (e.g., delivery timelines, quality standards)
• Regular audits and reviews shall be conducted to evaluate performance
• Repeated underperformance may lead to contract termination

6. Confidentiality and Data Protection

• All vendors and partners must comply with our Confidentiality Policy and Data Security Policy.
• Access to company or guest data must be authorised, limited, and secured
• Breaches must be reported within 24 hours of detection

7. Compliance and Ethics

Vendors and partners must:

• Comply with all applicable local and international laws
• Avoid conflicts of interest and bribery/corruption
• Respect human rights, fair labour practices, and environmental standards
• Adhere to the BABVIP Hotels & Resorts Code of Ethics

8. Payment Terms

• Payments will be made as per agreed timelines and conditions (e.g., 30 days from invoice date)
• Invoices must include appropriate documentation (e.g., purchase order, delivery note)
• Disputes will be resolved by contract terms

9. Termination

Vendor or partner agreements may be terminated for:

• Breach of contract or legal violations
• Repeated service failures or negligence
• Insolvency or unethical conduct
• Expiry of contract term without renewal

Written notice and termination procedures as per the agreement shall be followed.

10. Dispute Resolution

• All disputes must be addressed through good-faith negotiations
• If unresolved, disputes shall be escalated to arbitration or courts in [Insert Jurisdiction, e.g., Mumbai, India]
• Governing law shall be Indian

At BABVIP Hotels & Resorts, we are committed to operating with the highest standards of integrity, accountability, and transparency. This Compliance and Ethics Policy outlines our expectations for ethical behaviour, legal compliance, and professional conduct by all employees, contractors, directors, and business partners.

1. Purpose

This policy aims to:

• Promote a culture of ethical and lawful conduct
• Prevent and detect violations of law and internal policies
• Guide employees in making honest and responsible decisions
• Ensure compliance with applicable national and international regulations

2. Scope

This policy applies to:

• All employees, officers, and directors of BABVIP Hotels & Resorts
• Contractors, agents, franchisees, and business partners
• All operations, subsidiaries, and departments

3. Core Ethical Principles

a. Integrity and Honesty

All personnel must conduct themselves with honesty, truthfulness, and integrity in all interactions with guests, vendors, regulators, and colleagues.

b. Respect and Fair Treatment

Everyone should be treated with dignity, fairness, and respect, regardless of gender, caste, religion, nationality, age, or disability.

c. Accountability

Employees are accountable for their actions and must comply with all policies and procedures relevant to their role.

4. Legal Compliance

All employees must comply with:

• Indian laws and regulations (e.g., Companies Act, Labour Laws, IT Act, GST)
• International standards and contracts applicable to global operations
• Local laws in jurisdictions where the company operates or has business partners

5. Conflicts of Interest

Employees must avoid situations where personal interests conflict with the interests of the company. This includes:

• Accepting gifts or favours that could influence decisions
• Having undisclosed financial interests in vendors or competitors
• Using company assets or information for personal gain

6. Anti-Bribery and Anti-Corruption

BABVIP Hotels & Resorts strictly prohibits:

• Offering or accepting bribes or kickbacks
• Facilitating payments to government officials
• Any form of corruption, fraud, or embezzlement

7. Data Privacy and Confidentiality

• Employees must protect the personal, financial, and confidential information of guests, employees, and partners
• Unauthorised sharing, use, or disclosure is strictly prohibited
• Compliance with the internal Data Security Policy and applicable privacy laws is mandatory

8. Workplace Conduct and Human Rights

We promote a safe and inclusive work environment:

• Harassment, discrimination, or bullying of any form is not tolerated
• Equal employment opportunity and fair labour practices are upheld
• Child labour, forced labour, and human trafficking are strictly prohibited

9. Environmental and Social Responsibility

Employees must support the company’s sustainability goals, including:

• Reducing waste, energy, and water consumption
• Supporting local communities and fair trade vendors
• Complying with all environmental regulations

10. Whistleblower Protection

Employees are encouraged to report violations of this policy or the law. BABVIP Hotels & Resorts ensures:

• Confidential handling of complaints
• No retaliation against whistleblowers
• Thorough investigation and timely resolution.

11. Disciplinary Action

Violations of this policy may result in:

• Verbal or written warnings
• Suspension or termination of employment or contracts
• Legal action and/or reporting to authorities

12. Policy Review and Updates

This policy will be reviewed annually or as required by legal or business developments. Changes will be communicated to all relevant parties.

Acknowledgement

All employees and partners must acknowledge that they have read, understood, and agree to abide by this Compliance and Ethics Policy.

BABVIP Hotels & Resorts is committed to maintaining a respectful, transparent, and responsive environment for its employees, guests, vendors, and stakeholders. This Grievance Redressal Policy outlines a structured mechanism for raising, addressing, and resolving grievances efficiently and fairly.

1. Purpose

The objectives of this policy are to:

• Provide a clear process for lodging and resolving grievances
• Ensure timely, fair, and confidential resolution of issues
• Foster a supportive and accountable organisational culture
• Promote employee and guest satisfaction by addressing concerns constructively

2. Scope

This policy applies to:

• All employees of BABVIP Hotels & Resorts (permanent, temporary, or contractual)
• Guests and clients availing of our services
• Vendors, consultants, and third-party service providers

Grievances may relate to:

• Workplace issues (e.g., harassment, discrimination, workload)
• Service dissatisfaction (for guests or vendors)
• Compensation, promotion, or employment-related concerns
• Violation of rights, ethics, or company policy

3. Principles of Grievance Handling

• Confidentiality: All complaints will be handled discreetly
• Fairness: All parties involved will be treated impartially
• Non-retaliation: Complainants will not face retaliation for reporting grievances
• Timeliness: Every grievance will be acknowledged and addressed within defined timelines
• Transparency: A clear record and communication trail will be maintained throughout the resolution process

4. Grievance Redressal Committee (GRC)

BABVIP will maintain a Grievance Redressal Committee comprising:

• One representative from Human Resources (Chairperson)
• One member from Senior Management
• One Employee Relations Officer or Legal Advisor (if applicable)

The GRC will be responsible for reviewing and resolving complex or unresolved grievances.

5. Grievance Redressal Procedure

Step 1: Informal Resolution

Employees or guests are encouraged to first attempt resolving concerns through informal discussion with their immediate supervisor, manager, or service personnel.

Step 2: Formal Complaint

If unresolved, a formal grievance may be submitted in writing via:

• Email: support@babviphotels.com
• Physical Submission: Grievance Box available at HR/front desk

The written complaint must include:

• Complainant’s name, contact details, and department (if applicable)
• Description of the issue
• Relevant dates and persons involved
• Supporting documents (if any)

Step 3: Acknowledgement

The GRC or designated officer will acknowledge the grievance within 3 business days.

Step 4: Investigation

• The grievance will be assessed and investigated within 7–15 business days
• Both parties may be interviewed, and relevant documents reviewed
• If required, confidentiality agreements may be signed

Step 5: Resolution & Communication

• A formal response or resolution will be communicated in writing
• If the issue is complex, a time extension with a reason will be provided
• Actions may include mediation, training, counselling, or disciplinary action

6. Appeals Process

If the complainant is dissatisfied with the resolution, they may appeal to:

• Senior HR Officer or Ombudsperson
• Managing Director/CEO (in exceptional cases)

Appeals must be submitted within 7 days of receiving the initial resolution.

7. Record Keeping

• All grievance records will be maintained for at least 3 years
• Access will be restricted to authorised personnel only
• These records may be audited for compliance and improvement purposes

8. Policy Violations

Any misuse of the grievance process (e.g., false complaints) may result in disciplinary action. However, honest complaints made in good faith will always be protected.

9. Policy Review

This policy will be reviewed annually or as required by changes in law or organisational needs.

BABVIP Hotels & Resorts is committed to the responsible management of company records by legal requirements, business needs, and industry best practices. This Record Retention Policy outlines the rules for how records are retained, archived, and disposed of, ensuring transparency, compliance, and operational efficiency.

1. Purpose

The objectives of this policy are to:

• Ensure compliance with applicable laws and regulatory obligations
• Preserve essential records for operational, legal, and historical reference
• Minimise the risk of data breaches or misuse through timely disposal
• Avoid unnecessary storage costs and inefficiencies

2. Scope

This policy applies to:

• All business units, departments, employees, contractors, and third parties acting on behalf of BABVIP Hotels & Resorts
• All physical and electronic records, including emails, databases, contracts, HR files, guest records, financial documents, and vendor data

3. Record Categories and Retention Periods

Below are standard retention periods by record type (subject to applicable Indian laws and business needs):

Note: Records may be retained longer in the event of ongoing litigation, audits, or legal holds.

4. Record Creation and Maintenance

• All employees must accurately and promptly document business transactions.
• Digital records must be stored in authorised company systems or encrypted databases.
• Paper records should be filed securely and labelled by type and date.

5. Storage and Security

• Physical records are to be stored in secure, access-controlled cabinets or archives.
• Digital records must be backed up regularly and protected by encryption, firewalls, and access controls.
• Sensitive records (e.g., payroll, guest data) must be handled per the Data Security Policy.

6. Record Disposal and Destruction

• Records that have exceeded their retention period will be destroyed securely:
  • Paper: Cross-cut shredding
  • Digital: Secure deletion software or data wiping
• Destruction must be authorised by the department head and documented.

7. Legal Holds

In case of litigation, audit, or regulatory inquiry, a legal hold must be placed on relevant records. These records must not be altered, deleted, or destroyed until formally released by the legal team.

8. Responsibilities

9. Policy Review and Update

This policy shall be reviewed annually or when laws and business requirements change. Updates must be approved by senior management and communicated to all employees.

10. Violations

Intentional failure to comply with this policy may result in disciplinary action, including termination, legal penalties, or both.