Find answers to common questions about bookings, payments, cancellations, and managing your stays.
If you can’t find what you’re looking for, feel free to Contact Our Support Team.
Help Center
What are the booking steps in the Masarrah app?
1. Choose the property and select the dates.
2. If the property is not instant booking, your request is sent to the owner for approval.
3. Once approved, you will be redirected to the payment page. If the property supports instant booking, you will go directly to payment.
4. After payment is completed, you will receive a booking confirmation notification.
Is the property temporarily reserved under my name while waiting for the owner’s approval?
Yes, the property is temporarily reserved under your name until the reservation timer expires.
How can I contact the property owner?
The property owner’s contact number is sent after the booking process is completed.
Can I get the owner’s contact details before completing the booking?
The owner’s contact number is shared automatically through WhatsApp and email after the booking is completed.
How can I rate a property I booked before?
You will receive a WhatsApp message the next day or on your checkout day with the rating link.
How can I submit feedback or a complaint about a bad experience at the property?
You can submit your feedback through the Help Center in the app or contact Customer Service at 91180210.
What should I do if the property is different from the photos shown in the app?
You can file a complaint through the app, and the case will be reviewed. Appropriate action will be taken if misleading information is confirmed.
What should I do if the photos do not match reality when I visit the property?
Please contact Customer Service at 91180210, and the necessary action will be taken.
How can I get a refund if I cancel the booking or if the service was poor?
This depends on the property’s cancellation policy. If a violation by the owner is confirmed, the full amount will be refunded.
What happens if I am not satisfied with the quality of the property or stay?
If a violation or fraud is confirmed, your package or credit will be returned through Customer Service.
How can I change my booking date after confirmation?
Please contact Customer Service at 91180210 to request a change.
How can I view the property location on the map inside the app?
You can view the approximate property location on the property page, and the exact location link is sent after booking completion.
Where can I find offers or discounts in the app?
You can find them through the Offers section on the app’s home page.
How can I pay in installments through Qpay or Tasheel?
Masarrah offers installment payments through Qpay and Tasheel on the payment page, where you can choose your preferred payment method.
Is bank transfer by phone available?
No, bank transfer by phone is not currently available. However, you can complete your booking electronically through the payment options available in the Masarrah app.
What should I do if the displayed price is different from the final payment amount?
The final price is shown before payment is completed. If you notice any discrepancy, please contact support for verification.
What should I do if the amount was deducted but the payment did not appear in the app?
Please contact the support team and provide the payment receipt.
How can I solve search result issues after the latest app update?
Please update the app to the latest version. If the issue continues, contact Customer Service at 91180210.
How can I solve slow browsing or app freezing after the latest update?
It is recommended to update the app to the latest version or clear the cache. If the problem continues, contact Customer Service at 91180210.
How should I deal with fake properties or misleading ads outside the app?
Verified properties are available only inside the Masarrah app. If you find a suspicious ad, please send its link for review.
What should I do if I encounter an issue with my booking or upon arrival?
The Masarrah customer support team is always here to help. You can contact us directly via the in-app live chat or call our unified support number, and we will resolve any issue to ensure you have a joyful experience.
Is the payment through the app secure? What methods are available?
Yes, your data security is our priority. We use global standards to protect your transactions. You can pay via Credit Cards, Qpay, and you will receive an e-invoice and booking confirmation immediately after payment.
We also accept Qpay payment installments.
How can I book a chalet or an experience through the Masarrah app?
It’s quick and easy! Simply open the Masarrah app, select your preferred location and dates, and browse the available options. Once you find your favorite chalet, click “Book Now” and follow the simple payment steps to confirm your booking instantly.
