FAQ FOR CUSTOMERS
Section 1 : General FAQ
A. What is the standard check in /out time in the hotels?
The standard check-in time is after 1400 hrs (local time) and standard check-out time is 12 noon. But it may vary from season to season and city to city. Please check with the hotel for clarity.
B. What are the different modes of payments you accept?
We accept all Visa, Master Card and most major debit cards issued in India, as well as Net Banking payments from most major Indian banks for online bookings.
C. Our children will be travelling with us- will there be any hotel charge for them as well?
When making your booking, select the number of children travelling with you from the 'Children' drop-down box. If you select just 1 child, our search will give you the price of a double room with child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of passengers in your search.
D. Can more than three adults stay in one room?
Most hotels allow additional guests to stay in a room for an extra charge as long as the room doesn't exceed the maximum number of guests allowed per room. If you book a room that cannot accommodate your group, the hotel may cancel your reservation or require that you book additional rooms. If you have doubts, check directly with your hotel for their extra-guest charges and the maximum number of people allowed in the room you've booked.
Section 2: Problem FAQ
E. Who do I write to in case I face problems on tour or while booking?
Please drop us an e-mail on firstname.lastname@example.org
Section 3: Cancellation / Refund/ Amendment of online Hotel Booking
F. How do I cancel my hotel booking?
Please call our call center number for cancellation. Only those cancellation requests which are made either online or on the phone to our customer support team shall be entertained. Stepinstay shall not be liable to entertain any cancellation requests made directly to the hotel without intimating stepinstay and also through any other medium including, but not limited to, SMS or e-mail.
G. Can I amend my Hotel booking?
Stepinstay doesn't support changes and modifications to online bookings once they're made. Please don't call the hotel directly for reservation changes or cancellations. The hotel's agents can't make changes to or process refunds for these specially-negotiated rates.
H. What are the cancellation charges?
The cancellation charges depend on the hotel, time of stay ('season' time, 'off-season' time), and time of cancellation. To know what's applicable in your case, check the hotel's booking policy mentioned on the booking page while making the reservation (in case you missed it, you can always sign in to your stepinstay Account and check it out in the "My Bookings" tab).
In case you have availed any discount on your bookings through promo codes, the cancellation charge is applied on the undiscounted price.
I. What if I'm not able to check in to my hotel at all, will I get a refund?
If you don't show up at the hotel, you'll be considered as a no-show and still be charged the entire amount. You will not be entitled to a refund.
J. If I cancel my booking, how soon can I get a refund?
We take at least 7 to 10 working days to process refunds for bookings cancelled online. Your bank may debit its own separate charges from refunds made to your credit card or bank account.
K. If I need to cancel my hotel bookings, what is the latest I can do this by?
It depends on your hotel. Please go through the hotel's booking policy mentioned on the booking page while making the reservation (in case you missed it, you can always sign in to your stepinstay Account and check it out in the "My Bookings" tab). However, please keep in mind that irrespective of what the hotel's booking policy says, you cannot cancel your booking on the day that you're supposed to check-in.
L. How will I get my money back after cancelling my hotel booking?
We will credit the money back to the same account you used while making the booking. For example, if you used your credit card, we will make an appropriate charge reversal. If you used your debit card, we will credit the money back to the debit card.
M. How do I check the status of my refund once I have cancelled my bookings?
Sign in to your Stepinstay account. Go to "My Bookings". The 'Status' column will tell you if the refund has been processed.
N. I still haven't received my refund. What do I do?
We're extremely sorry for the delay. Drop in a mail to us at email@example.com and let us know your concern. Someone will get back to you pretty soon.
Section 4: Valid ID's
O. What are the valid identify proofs that I should carry?
You need to carry a valid government issued address ID proof with photo with address not in the same city as the hotel
P. Can a guest check in if the name on the ID does not match the booking name?
The hotels do not allow check-in if the name on the ID proof is different from the name on the booking confirmation voucher.
Section 5: Information Updating
Q. How to change my account information?
With just few clicks, you can update the details in your account. Follow the below steps based on the mode of booking:
Website - login using your credentials and go into “Profile”, fill in your desired information and click on update.
R. A pop up is saying that, an account already exist with this Email ID, What do I do?
Don’t worry! When this pops-up, click on “forgot password”, enter your phone number you used to create the account previously and you will receive an OTP. Use this OTP to gain access to your account.
S. I forget my password, how to login?
Commonly happens all the time? Not to worry! Try to login and Click on “forgot password”. Enter your phone number used to create account previously. Once filled, click on verify and if it is correct you will be redirected to your account where you can change your password.