HOW CAN WE HELP?

General FAQ

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.
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.
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.
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.

Problem FAQ

Please drop us an e-mail on support@stepinstay.com.

Cancellation / Refund/ Amendment Of Online Hotel B

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.
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.
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.
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.
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.
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.
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.
Sign in to your Stepinstay account. Go to "My Bookings". The 'Status' column will tell you if the refund has been processed.
We're extremely sorry for the delay. Drop in a mail to us at …………………..and let us know your concern. Someone will get back to you pretty soon.

Valid ID

You need to carry a valid government issued address ID proof with photo with address not in the same city as the hotel
The hotels do not allow check-in if the name on the ID proof is different from the name on the booking confirmation voucher.

Information Updating

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.
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.
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.