Support

You'll find the property's phone number or WhatsApp option on its OpenStays listing. You can also use the contact details in your booking confirmation or your existing conversation with the host.

Share your booking name, dates, booking reference if available, and a short explanation of the issue. If you booked by phone or WhatsApp, mention that you found the property on OpenStays.

For arrival directions, late check-in, room requests, changes or problems during your stay, speak to the property directly.

If the property does not offer instant booking and confirms stays by WhatsApp or phone, ask whether it accepts a token payment. Negotiate the minimum advance it needs and, where agreed, pay the remaining amount at check-in.

Before paying, get these details in writing:

• Your room, dates, number of guests and total price.
• The advance amount and whether it is refundable.
• The balance due and when you need to pay it.
• The cancellation and no-show terms.
• The property's confirmation requirements and payment details.

The amount and schedule depend on the property. A token advance is not automatically refundable, and a payment receipt alone may not confirm your reservation. Ask for written booking confirmation and keep both records.

For properties offering instant booking, follow the payment requirements and cancellation terms shown during booking, and save the confirmation you receive.

Consider paying by credit card

For either booking method, consider a credit card where the property accepts one. Credit cards provide a chargeback mechanism for eligible payment disputes, such as a stay not provided as agreed. Your card issuer reviews the evidence; a chargeback does not guarantee a refund. See the card-payment guide below.

Contact the property to request a cancellation, date change or refund. The terms agreed when you booked determine what is refundable.

If the property says it has issued a refund, ask for the amount, date and refund reference. Use those details to check its status with your bank or payment provider if it has not arrived within the expected timeframe.

OpenStays cannot approve cancellations or issue refunds on behalf of a property.

If a payment issue remains unresolved after contacting the property, ask the bank that issued your card whether you can raise a payment dispute or chargeback.

Possible reasons include a duplicate or incorrect charge, a stay that was not provided as agreed, or an agreed refund that has not been received. The bank will assess your case under the applicable card-network rules.

1. Contact your card-issuing bank through its official app, website, branch or customer-care number.
2. Identify the transaction and explain the issue accurately.
3. Provide your confirmation, payment receipt, booking terms and relevant messages with the property.
4. Save the dispute reference and respond to any requests for evidence. Contact the bank promptly, as time limits apply.

A chargeback is not a guaranteed refund. The bank reviews the evidence and determines the outcome.

If the payment was processed through Razorpay, read Razorpay's dispute guidance (opens in a new tab). Your bank raises a chargeback through the payment system; you can also use Razorpay payment support (opens in a new tab) for payment-related enquiries.

Start with the transaction in your app

Open the UPI app you used, select the payment in your transaction history and choose the available help, complaint or report-an-issue option. The wording varies by app.

Select the reason that matches what happened. Keep the transaction reference, amount, date and any complaint number.

Money deducted, but payment failed or is pending

Check the transaction status and report the issue through the app. Before paying again, check with the property and your bank or app to reduce the chance of a duplicate payment.

Payment succeeded, but there is a booking or refund problem

Contact the property with the payment reference and booking details. If the issue remains unresolved, report it through the UPI app or your bank and ask what dispute options apply. Include evidence of the booking, agreed terms and your attempts to resolve it.

A successful UPI payment cannot simply be cancelled. A dispute is reviewed under the applicable rules, and recovery is not guaranteed.

Escalate an unresolved complaint

Follow your app's escalation process. The UPI complaint route proceeds from the app provider to its payment service provider bank, then your account-holding bank and NPCI, as applicable.

Read NPCI's UPI complaint guidance (opens in a new tab) or register a complaint with NPCI (opens in a new tab). Keep previous complaint references and transaction details available. NPCI routes complaints to the relevant member institution for resolution.

First raise a formal complaint with the bank or regulated payment provider and follow its grievance process.

If its response is unsatisfactory, or it has not replied within the applicable waiting period, you may be eligible to complain through the RBI complaint portal (opens in a new tab). The waiting period is generally 30 days, or a longer period specified by applicable RBI, NPCI or card-network rules. Check RBI's current eligibility and filing deadlines (opens in a new tab) before submitting.

This route concerns the bank or regulated provider's handling of your issue. It does not decide complaints about the quality of a property or stay.

• Property name, contact details and booking confirmation.
• Dates, room details and agreed cancellation or refund terms.
• Payment receipt, amount, date and transaction reference.
• Messages about the issue and any promised refund.
• Complaint numbers and responses from the app, bank or payment provider.