Frequently Asked Questions
Quick answers about booking, payment, cancellations, refunds, and your account.
Booking & Reservations
Search for your destination and dates on the homepage, choose a hotel and room from the results, review the price and cancellation policy, then complete payment. You'll receive a confirmation by email once the booking is confirmed with the hotel.
You can search and view hotels without an account, but you'll need to sign up or log in to complete a booking so we can send your confirmation and let you manage it afterwards.
Yes. Enter the guest's name during checkout instead of your own. The booking confirmation and any hotel communication will use the guest details you provide.
Yes, a confirmation is sent to the email address you provide immediately after payment is successful and the supplier confirms the reservation.
Payments
We accept major credit and debit cards including Visa, Mastercard, American Express, and Mada, as well as Apple Pay where available.
For visitors booking in Saudi Riyal, displayed prices include the applicable 15% VAT unless stated otherwise on the hotel page. Any additional taxes or fees charged directly by the hotel at check-in will be shown before you pay.
Yes. Payments are processed over an encrypted HTTPS connection through licensed payment providers, and we do not store your full card details on our servers.
This is usually caused by the card issuer's fraud checks, insufficient funds, or incorrect card details. Try again with the correct details or a different card, or contact your bank. If the problem continues, contact us at .
Cancellations & Refunds
Go to your account's booking history, select the reservation, and choose Cancel. The cancellation terms shown at the time of booking determine whether the cancellation is free or subject to a fee.
It depends on the rate you booked. Free-cancellation rates are refunded in full if cancelled before the deadline shown at booking; non-refundable rates are not eligible for a refund. Full details are covered in our Return & Exchange Policy.
Approved refunds are returned to your original payment method and typically appear within 5-14 business days, depending on your bank or card issuer.
Date changes depend on availability and the hotel's rules for your rate. Contact us at or with your booking reference and we'll check what's possible.
Account & Support
Select Login, then "Forgot password," and enter your email address. We'll send you a link to set a new password.
Email us at or call . You can also use the form on our Contact Us page.
Contact us first at so we can try to resolve it directly. If you're not satisfied, you may also submit a complaint through the government Tawasul platform: https://tawasul.mci.gov.sa/.