Booking Support & Payment Help | ValeStays

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Everything about making, paying for, changing, and cancelling a ValeStays booking — in depth. For check-in, in-stay help, and emergencies, see the Help Center. For anything urgent, skip reading: WhatsApp +91 70046 48283.

Booking With Us

Three ways to book, all confirmed the same way:

1. Website — search dates, choose an apartment, pay via secure gateway.
2. WhatsApp — send dates, group size, and purpose; we reply same-day with options and a payment link.
3. Phone — talk it through, then confirm by payment link.

A booking exists only once you receive our written confirmation (email or WhatsApp) after payment. No confirmation received within a couple of hours of paying? Jump to “Paid but no confirmation” below — don’t rebook.

Have These Ready When You Contact Us

Support is fastest with: your booking ID (in your confirmation message), the phone number used to book, and your stay dates. That’s it — no forms, no ticket numbers.

Payments

Accepted methods: UPI, credit and debit cards, net banking, and wallets (where available) — all via authorised payment gateways; we never see or store your card details. Monthly and corporate bookings can pay by bank transfer against invoice.

What you’re charged and when: the amount, and whether it’s full or partial advance, is shown before you pay and restated in your confirmation. Balance payment terms (if any) are in the confirmation too — no surprises at check-in.

Payment Failed but Amount Deducted

The most common payment issue, and almost always self-resolving:

1. Wait 30–60 minutes. Most “deducted but failed” transactions auto-reverse or auto-confirm once the gateway and bank reconcile.
2. Check email/SMS/WhatsApp for a delayed confirmation before paying again.
3. Still unresolved after an hour? Send us the payment reference (UPI ref / transaction ID) on WhatsApp — we check gateway records directly and either confirm your booking or confirm the reversal.
4. Reversals that don’t auto-complete are returned by your bank, typically within 5–7 business days; we’ll give you the gateway reference your bank needs.

Never pay twice without checking with us first — double payments are refundable but take longer to unwind than a 5-minute WhatsApp check.

Paid but No Confirmation

If payment succeeded but no confirmation arrived within 2 hours: check spam/promotions folders, then WhatsApp us the payment reference. We’ll locate the transaction and issue your confirmation or a full refund — one or the other, same day. Do not book again in the meantime.

Changing a Booking

Date changes, guest-count changes, apartment changes, and early/late check-in requests — message us as early as possible. Changes are subject to availability and any rate difference, and changes requested before your free-cancellation deadline carry no change fee. Everything is reconfirmed in writing so your confirmation always reflects reality.

Cancelling & Refunds

Cancellations follow our Cancellation & Refund Policy — one stated policy for all direct bookings: free-cancellation windows by stay type, defined charges inside the window, and refund initiation timelines. The short mechanics:

• Cancel by WhatsApp, phone, or email; cancellation time = when we receive your message.
• You receive written cancellation confirmation with the refund amount and reference — if you didn’t get it, it didn’t register; contact us again.
• Refunds go to the original payment method: UPI 2–5 business days, cards 5–10, net banking 3–7, international cards 7–14, from initiation.
• Booked via Booking.com/MakeMyTrip/other platforms? Cancel on that platform — its policy and payment system control the refund; we’ll help you navigate it.

Group, Corporate & Multi-Apartment Bookings

Booking for a team, event group, or multiple families: WhatsApp us the headcount and dates — we allocate across the portfolio, hold options while you confirm, and provide a single point of contact. Corporate accounts get GST invoicing and consolidated billing — details on Corporate Stays.

Paying Safely — Fraud Prevention

Accommodation payment fraud is common in India; protect yourself with three rules:

1. Pay only through official ValeStays channels: the payment gateway on valestays.com, or payment links/bank details sent from our verified WhatsApp number +91 70046 48283 or @valestays.com email addresses. [DECISION: once Meta verification clears, add “our WhatsApp Business account with the verified ‘ValeStays’ name”. Also confirm whether official bank-transfer details should name the entity here — recommended: “bank transfers only to accounts in the name of our operating company as stated on your invoice.”]
2. We never ask for OTPs, card PINs, or passwords — anyone asking is not us, regardless of what caller ID says.
3. Suspicious contact claiming to be ValeStays? Screenshot it and send it to our official WhatsApp — we’ll confirm or deny in minutes, and reporting helps us act against impersonators.

Payments made outside official channels aren’t traceable by us and may not be recoverable — when in doubt, verify first.

If Something Goes Wrong — Disputes

If a booking issue isn’t resolved to your satisfaction — a charge you dispute, an apartment issue at arrival, a refund delay:

1. Raise it on WhatsApp with your booking ID; most issues resolve at this step because the team answering runs the apartments.
2. Unresolved matters are escalated internally with a named owner and a response commitment of 2 business days.
3. Formal grievances follow the Grievance Officer process on Company Details, with acknowledgment within 48 hours.

Evidence helps everyone: keep your confirmation, payment references, and photos where relevant. We hold ourselves to the same standard — every charge and deduction we make is itemised in writing.

Contact Booking Support

WhatsApp / Phone: +91 70046 48283 — booking queries answered same-day; current-guest matters 24×7 Email: support@valestays.com — within one business day For check-in, in-stay, and emergency help: Help Center