Question 1

What are the booking steps in the Masarrah app?

mass-admin · Accepted Answer

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.

Question 2

Is the property temporarily reserved under my name while waiting for the owner’s approval?

mass-admin · Accepted Answer

Yes, the property is temporarily reserved under your name until the reservation timer expires.

Question 3

How can I contact the property owner?

mass-admin · Accepted Answer

The property owner’s contact number is sent after the booking process is completed.

Question 4

Can I get the owner’s contact details before completing the booking?

mass-admin · Accepted Answer

The owner’s contact number is shared automatically through WhatsApp and email after the booking is completed.

Question 5

How can I rate a property I booked before?

mass-admin · Accepted Answer

You will receive a WhatsApp message the next day or on your checkout day with the rating link.

Question 6

How can I submit feedback or a complaint about a bad experience at the property?

mass-admin · Accepted Answer

You can submit your feedback through the Help Center in the app or contact Customer Service at 91180210.

Question 7

What should I do if the property is different from the photos shown in the app?

mass-admin · Accepted Answer

You can file a complaint through the app, and the case will be reviewed. Appropriate action will be taken if misleading information is confirmed.

Question 8

What should I do if the photos do not match reality when I visit the property?

mass-admin · Accepted Answer

Please contact Customer Service at 91180210, and the necessary action will be taken.

Question 9

How can I get a refund if I cancel the booking or if the service was poor?

mass-admin · Accepted Answer

This depends on the property’s cancellation policy. If a violation by the owner is confirmed, the full amount will be refunded.

Question 10

What happens if I am not satisfied with the quality of the property or stay?

mass-admin · Accepted Answer

If a violation or fraud is confirmed, your package or credit will be returned through Customer Service.

Question 11

How can I change my booking date after confirmation?

mass-admin · Accepted Answer

Please contact Customer Service at 91180210 to request a change.

Question 12

How can I view the property location on the map inside the app?

mass-admin · Accepted Answer

You can view the approximate property location on the property page, and the exact location link is sent after booking completion.

Question 13

Where can I find offers or discounts in the app?

mass-admin · Accepted Answer

You can find them through the Offers section on the app’s home page.

Question 14

How can I pay in installments through Qpay or Tasheel?

mass-admin · Accepted Answer

Masarrah offers installment payments through Qpay and Tasheel on the payment page, where you can choose your preferred payment method.

Question 15

Is bank transfer by phone available?

mass-admin · Accepted Answer

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.

Question 16

What should I do if the displayed price is different from the final payment amount?

mass-admin · Accepted Answer

The final price is shown before payment is completed. If you notice any discrepancy, please contact support for verification.

Question 17

What should I do if the amount was deducted but the payment did not appear in the app?

mass-admin · Accepted Answer

Please contact the support team and provide the payment receipt.

Question 18

How can I solve search result issues after the latest app update?

mass-admin · Accepted Answer

Please update the app to the latest version. If the issue continues, contact Customer Service at 91180210.

Question 19

How can I solve slow browsing or app freezing after the latest update?

mass-admin · Accepted Answer

It is recommended to update the app to the latest version or clear the cache. If the problem continues, contact Customer Service at 91180210.

Question 20

How should I deal with fake properties or misleading ads outside the app?

mass-admin · Accepted Answer

Verified properties are available only inside the Masarrah app. If you find a suspicious ad, please send its link for review.

Question 21

How do I know the listed properties in the app are trustworthy?

mass-admin · Accepted Answer

All listed properties are reviewed before publishing, and owner details are verified to help ensure reliability.

Question 22

How is the security deposit handled?

mass-admin · Accepted Answer

The deposit is usually transferred to the owner before check-in or handed manually to the host, depending on the property policy. Please refer to the property policy inside the app.

Question 23

What is the weekend in Oman?

mass-admin · Accepted Answer

The weekend in Oman is Friday and Saturday.

Question 24

What should I do if I encounter an issue with my booking or upon arrival?

mass-admin · Accepted Answer

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.

Question 25

Is the payment through the app secure? What methods are available?

mass-admin · Accepted Answer

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.

Question 26

How can I book a chalet or an experience through the Masarrah app?

mass-admin · Accepted Answer

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.

Question 27

What is the procedure to change a booking date?

salmi · Accepted Answer

Please contact the Customer Care Team to modify or process the booking after coordinating with the other party.

Question 28

What is the procedure to cancel a booking?

salmi · Accepted Answer

Please contact the Customer Care Team to cancel the booking after coordinating with the other party.

Question 29

How can a day be blocked for maintenance on the calendar?

salmi · Accepted Answer

Through the Owner app, go to My Properties, then Booking Management. Select the date you want to close as maintenance, change the status from Available to Maintenance, then click Save.

Question 30

How can a manual booking be made?

salmi · Accepted Answer

Through the Owner app, go to My Properties, then Booking Management. Select the date you want to add as a manual booking, change the status from Available to Manual Booking, then click Save.

Question 31

What are the basic property details that can be updated?

salmi · Accepted Answer

Examples include contact numbers, property name, bank account number, and property details.

Question 32

How can the basic property details be changed or updated?

salmi · Accepted Answer

Through the Owner app under the Update Information section.

Question 33

How can a team member be added to or removed from the property management team?

salmi · Accepted Answer

Please contact the Customer Care Team.

Question 34

How can photos be changed or updated?

salmi · Accepted Answer

Please contact the Customer Care Team.

Question 35

How long does property registration take?

salmi · Accepted Answer

Within 24 hours after all required documents are submitted.

Question 36

When do contact details become visible between the tenant and owner?

salmi · Accepted Answer

After the booking is confirmed and fully paid, contact details are displayed in the booking stage.

Question 37

Does the booking amount get transferred to the property owner in installments if the tenant uses QPay or Tasheel?

salmi · Accepted Answer

No. The installment plan is between the tenant and the service provider, not the property owner.

Question 38

How much commission does the property owner pay when the guest uses QPay or Tasheel?

salmi · Accepted Answer

The property owner does not pay extra fees when tenants use QPay or Tasheel.

Question 39

Which payment gateway does the app use?

salmi · Accepted Answer

The app currently uses the Paytabs payment gateway.

Question 40

Is there a video showing how to register a property and manage bookings in the owner app?

salmi · Accepted Answer

Yes, there is an explainer video showing how to use the owner app.

Question 41

Can ads be renewed automatically with direct deduction from the property owner’s account?

salmi · Accepted Answer

Usually, the sales team contacts the property owner before the advertisement period ends to arrange renewal.

Question 42

Are there paid advertisements in the app? What types are available?

salmi · Accepted Answer

Yes, there are advertising options in the app. The image indicates several types such as a featured ad at the top of the page, a pinned search ad, and a premium ad. The exact price details in the image are not fully clear.

Question 43

Does Masarrah take a commission on bookings? If so, what is the percentage?

salmi · Accepted Answer

Yes, the app takes a 9.9% commission on online bookings completed through the app only.

Question 44

Is the OMR 21 registration fee a one-time payment or recurring?

salmi · Accepted Answer

The registration fee is paid one time only when the property is first registered on Masarrah.

Question 45

How can I register a new property on your platform?

salmi · Accepted Answer

1. Download the owner app from the provided link.

2. Open the app and create your account.

3. From your account, click Add Property and fill in the required details.

4. After that, the sales team will contact you to complete the registration process.

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