Guest
Guest

Guest FAQs

Searching

There are in all 6 types of search filters that you can use when searching for an accommodation. The first set of filters is used to determine the room type which includes Entire Apartment, Room and Shared Room. The next set of filters deals with the type of accommodation you are searching for such as Bed & Breakfast, Homestay, Serviced Apartment, House / Villa and others. To narrow your search there are personal preference and family related filters, them being smoking allowed, Family / Child Friendly / Elderly. You can also narrow your search down with respect to amenities present on the site such as Wi-Fi / Air Conditioning, Bathroom Ensuite and parking on premises. There are three other filters related to meals, booking type and host type.

There are two search options on the homepage SaffronStays website. You can use either of these search bars to hunt for accommodation. The top most bar is a universal search bar and so it is advised that you use the search box provided on the home page for filtering results date-wise. You could also make use of the various search filters to generate best results according to your preference.

The 'Trust Meter' is a unique SaffronStays concept which allows guests and hosts to rate each other based on their experience together. Good guests will have a high 'Trust Meter' percentage and their requests are more likely to be accepted. SaffronStays does not control the rating and review module and therefore cannot alter the rankings in any way.

The Trust Meter rating being displayed on your hosts profile is an indicator of his past conduct. The rating displayed is purely based on previous users' experiences with the host. SaffronStays does not control the rating and review module and therefore cannot alter the rankings in any way.

The Transport switch displays the nearest airport, central train station of the location you have chosen. This option is provided so that a user can understand, visually, how far or close, the Listings matching his criteria are to these main modes of transport.

The Places of Interest switch has been created to help you choose an accommodation that suits your travel plan. It's not a filter per se. When you switch it on, it will show you all the must-see things to do, restaurants, shopping areas, religious places, monuments, museums, airports and central train stations. It's like a mini guide that displays places of interest on the map, giving you a powerful visual aid to judge which locality you would want to stay in.

The Geo-filter feature helps you focus your search results on a particular area. It is most helpful when you are looking to narrow down your location search to a specific area. For e.g. if want are looking for places close to an airport, you can narrow your search down to the nearby area. When you turn the Geo-filter feature on you will see a translucent circle displayed on the map. You can increase / reduce your search are by dragging the circle out / in.

Accommodations listed with SaffronStays get a rating based on four parameters: Location, Accuracy, Safety and Cleanliness. The rating displayed is a mean average of the total ratings received by the listing. SaffronStays does not control the rating and review module and therefore cannot alter the rankings in any way.

Only those listings feature in your search results, which are available during the dates specified by you in your search query.

A few Listings which stand head and shoulders above the rest for the unique experience they offer either due to their strategic location, amenities, warm hosts, are selected by SaffronStays in a few locations. Such Listings bear the featured Listing icon at the top right corner of the Listing's microsite and also in the search page result tiles.

In order to boost homestays tourism, Government of India invites homestay owners to register their homestay or bed and breakfast which meet certain quality standards under the Incredible India! Bed and Breakfast Scheme. These homestays comply with strict quality standards set by the Scheme. In such cases, you will notice an Incredible India Registered Bnb icon at the top right corner of the Listing's microsite and also in the search page results tiles.

Payment

SaffronStays lets its Hosts decide the preferred mode of payment. The options provided are:

1. Debit/Credit card/Net banking
2. Cash on arrival
3. Let my guest decide
As a guest, your options depend on what the Host has chosen.

SaffronStays strictly deals in the Indian currency which is the Indian Rupee (INR).Foreign cards will be charged in INR as well as the refunds processed by SaffronStays. Rates indicated on our site in USD / Euro / Sterling are indicative. All prices/ charges / transactions will be processed in INR only.

It depends on the type of accommodation you have selected. If the accommodation selected by you has a security deposit mentioned, then you will have to pay that amount on arrival to the host. The security deposit is completely refundable unless you damage the property, against which a Host can lay a claim on the security deposit. Other than this, no other payment should be made by you to the Host. The tariff (Accommodation fee and Cleaning charges) mentioned at the time of booking are inclusive of all taxes, duties, VAT, etc.

The amount of security deposit is decided by the Host and varies for every single host. The amount depends on the amenities provided by a Host for a particular listing. An accommodation with more amenities will have a steep security deposit. You can check the security deposit amount on the listing page. Amount for the security deposit is to be decided and collected by the host with SaffronStays playing no part in it.

A Host may charge you a certain fixed amount for the duration of your stay as a guarantee in case any untoward incident takes place. Amount for the security deposit is to be decided solely by the host. You pay your host the security deposit amount at the time of check-in and he / she will refund it at check-out. The safety deposit transactions are completely offline with SaffronStays playing no part in it. The Host needs to clearly specify the security deposit applicable in his/her Listing on the Site.

Cleaning fees are charged by the Host for maintenance and upkeep of the accommodation during your stay. They could be charged on a daily basis or as a one-time per booking basis. Cleaning fees are included in the total fees payable by you.

Host fee is the nominal amount of 5% on the accommodation fees and cleaning fees charged to the host by SaffronStays. These fees are to cover the payment gateway charges for processing credit card payments from Guest bookings.

All online payments at SaffronStays are handled through ZaakPay, a Sequioa Capital funded Payment Gateway. When you click on the pay option at SaffronStays, the request is redirected to ZAAKPAY's secured payment gateway where the necessary banking details have to be filled in, depending on the preferred mode of payment (credit cards, debit cards, Net banking). On successful completion of the transaction an acknowledgement is displayed.

Cash on Arrival is one of the four payment methods at SaffronStays. If you select Cash on Arrival as the payment mode, SaffronStays will only charge you the Guest fee and taxes applicable at the time of booking. You will have to pay the remaining charges (Accommodation fee and cleaning fee) to the Host directly on arrival.

SaffronStays lets its Hosts decide the preferred mode of payment. The options provided are:

1. Debit / Credit card / Net banking
2. Cash on arrival
3. Let my guest decide
Your options depend on what the Host has chosen.

Security deposit charged by a Host is completely refundable unless you damage the property, against which a Host can lay a claim on the security deposit. All transactions related to the security deposit have to be settled by the Host and the Guest mutually with SaffronStays playing no part in it.

When you make a booking request, an authorisation is taken on your card. This means that your bank has approved the transaction for that particular amount and the money has been blocked from your credit limit. Only after the host has confirmed your booking, the money is collected from your account. This assures the host of payment. However, funds are not released to the host till 24 hours after your scheduled check-in.

Refunds

A refund may arise either because of a cancellation done by the guest, or the host; or due to a travel issue being settled in favour of the guest. Once the eligibility of refund is established, SaffronStays will initiate refund to the card used by the guest at the time of making the payment. Once the refund is completed, the guest will receive an email confirming the same. It may take up to 7-10 business days for the respective banks to process the refund.

Once the eligibility of refund is established, SaffronStays will initiate refund to the card used by the guest at the time of making the payment. Once the refund is completed, the guest will receive an email confirming the same. It may take up to 7-10 business days for the respective banks to process the refund.

Booking

Booking an accommodation with SaffronStays is a simple three step process. You search for your preferred listing. Send a booking request for preferred dates to your host and make the payment for your duration of stay. Once your host accepts this request you can pack your bags for travel.

Step 1: The first step towards booking your accommodation is to search a listing that is satisfies all your preferences. Make use of the various filters provided by SaffronStays to narrow down your search. You can also use the rating based or price base filtering to obtain accurate listings that fit your travel budget.

Step 2:The next step would be to send a booking request to your host for him to approve. Your credit card limit is blocked for the payment for your entire duration of stay. SaffronStays does not charge you until the host accepts your booking request.

Step 3:The response time booking request is 24 hours (72 hours in case the host is in a remote location). You have to wait it out till your host replies to proceed to the next step. Once your host has accepted your booking request, you will get a notification which is your cue to pack your bags and gear up for the journey. In the event that the Host rejects the booking request, authorisation on the credit card is released.

For any additional questions regarding booking you can contact us at guest@saffronstays.com

No, neither the host, nor the guest can contact each other before a booking has been accepted. Once your booking request has been processed, you will be provided the email and phone number of the host so that you can co-ordinate for your arrival and stay.

Yes, it is mandatory for SaffronStays users to register and create profiles. Your profiles are the only way for a host to decide whether or not to accept your booking request. So, make sure your profile is complete and has relevant information which builds trust.

Cancellation should be avoided as it causes inconvenience to the Host. Additionally, your refund amount on cancellation will depend on the type of cancellation policy applicable to your booking. However, if you must, you can cancel a booking by clicking on 'Cancel' button against the specific booking in Dashboard-->My Trips. Read the cancellations section to know more about SaffronStays' cancellations policy.

If your selected host doesn't respond to your request within 24 hours 24 hours (72 hours incase the host is in a remote location), your booking request lapses. You will have to put a fresh booking request by selecting another listing. Any authorisation on your credit card taken at the time of booking request will automatically be released.

You can view all your bookings on your profile Dashboard under the My Trips tabs. You can sort this list of bookings with options such as rejected, upcoming, past, cancelled by host and pending approval. You can also view receipts of the transactions made and the messages exchanged for a particular booking, in this section.

If you cannot find the listing you had booked previously then there are chances that the host might have been delisted by SaffronStays for violating rules or policies. If you have an upcoming confirmed travel booking at such a Listing, SaffronStays would have notified you on the cancellation of the same and alternatives thereto. In case you choose not to opt for such alternatives, you are entitled receive full refund of the Accommodation fee and the Guest fee paid by you. In case you haven't received any notification or your refund, please write to us at guest@saffronstays.com .

We encourage our users to make bookings for himself / herself as their identities are known to us. If you must, please ensure you provide complete and accurate details like names of the guests and contact number to the Host. Please also note that in case of any damage claim, you would be responsible for your guest's acts and would be liable for making good any damages caused.

House rules are simple to understand instructions set by hosts for their guests to follow. These rules are listed with accommodation details for Guests to learn beforehand. Consider it as a document containing 'what to do' and 'what not to do' related to the accommodation and your stay with the Host. Example: Please no smoking and drinking. If you're going to have any parties, give us a buzz and check if we're fine with it. Put the garbage out in the morning. Lastly, make yourself at home and treat it like your own home. Please refrain from going to the terrace. The house common areas do not include the terrace. Avoid smoking in the house; you can do that on the ground floor. Please be careful and do not break anything. If you do, let us know as soon as possible. Treat the place like your own.

It is the Host who decides if he / she is comfortable with families. If you intend to travel with children, you will have to select a listing that is children friendly. To distinguish children friendly accommodations from the rest, you can check its house rules or amenities before sending a booking request. You could also make use of the 'Child Friendly' filter during your search to filter out suitable accommodations.

When a Host creates a listing for his / her accommodation, he / she provides a maximum number of Guests that the listing can accommodate. The charge stated on that listing is for that number of Guests. Some Hostsmay stipulate an extra charge to provide extra bedding. It's best to check the house rules / amenities listed in each Listing before sending a booking request.

In such a situation, the best thing to do is contact your Host and check if he / she can accommodate extra bedding for extra guests. Some hosts might be able to accommodate your additional guests by adding extra charges to your original bill. If not, you will have to book a separate listing.

The maximum response time for a Host with accommodation is 24 hours whereas for one in remote location (with poor internet connectivity) is 72 hours. The minimum depends on the host. To check his past response time, you can see 'response time' and 'response rate' mentioned on the host's profile page as well as his listing's microsite.

Yes, in both cases you are notified via email. If your booking request is accepted, details of Host such as first name, last name, phone number, email id, house rules, address and directions are shared with you. If rejected, only a rejection mail is sent on your email id registered with SaffronStays.

There can be various reasons for your booking request to be rejected, such as:

  • Your Trust Meter rating is low which makes you an unreliable Guest.
  • The Host intends to deactivate the listing selected by you.
  • The Host didn't respond on time and so the request lapsed after the stipulated maximum response time.
  • You do not meet some guest criteria set by the host (for e.g. if you are travelling with pets and the host does not allow pets).

A Host would reject your booking only for legitimate reasons. So, the best thing to do in such a situation is to book another listing which suits your preferences.

Once a booking is confirmed, you receive an email with details of Host first and last name, phone number, email id, house rules, address and directions. These can also be viewed by clicking on the trip details in Dashboard -->My Trips. If you are still unable to reach your Host on the phone number and email id provided, please send us an email at guest@saffronstays.com.

Cancellation

There are three cancellation policies at SaffronStays:

1 Flexible Policy
2 Moderate Policy
3 Strict Policy
To know more, read Cancellation policy at SaffronStays.

No, you cannot cancel a pending booking request.

Yes, you can cancel a confirmed booking but only under extreme circumstances. Cancelling a confirmed booking causes great inconvenience to the host. You may or may not be entitled to a refund of the payment already made by you depending on the Cancellation policy applicable. To cancel a booking request, go to your profile Dashboard --> My Trips and hit Cancel.

The Cancellation policy at SaffronStays has been specifically drafted to protect the interests of both the guest and the host. SaffronStays has three basic policies for cancellation ‚i.e. flexible, moderate and strict, which wholesomely cover the cancellations issue.A nominal cancellation fee of 5% is charged for every refund processed by SaffronStays so as to cover the payment gateway charges and minimal processing fees. Service tax would be charged on this amount at applicable rates. The guest fees paid/ payable to SaffronStays are non refundable across all the cancellation policies.

The flexible cancellation policy document states that guests get to cancel the reservation up to one day (24 hours) prior to the booking day check-in time. The guest fees payable to SaffronStays are non-refundable while the remaining amount would be refunded. If the guest cancels less than 24 hrs prior to the check-in time, then the first night charges are non-refundable. The accommodation fees and cleaning fees are refunded for the rest of the booked nights. If the guest checks-in and wants to leave early, any refund of the accommodation fee and the cleaning fee should be amicably settled between the host and the guest. SaffronStays will not facilitate this settlement process. Learn more about the flexible cancellation policy in Cancellation policy document.

Example:

For a full refund of accommodation and cleaning fees, cancellation must be made a full 24 hours prior to listing's local check in time (or 3:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by Thursday of that week before check in time.
If the guest cancels less than 24 hours before check-in, the first night is non-refundable. Accommodation and cleaning fees for remaining nights are refunded 100%.
If the guest checks-in and decides to leave early, Host and Guest to mutually decide and settle refund amount.

The moderate cancellation policy states that a guest can cancel a reservation up to 5 full days prior to the booked date check-in time, to be eligible for a 100% refund (accommodation fees and cleaning fees). If the guest cancels the reservation any time less than 5 days prior to the booked date check-in time, he is entitled to a partial refund which includes refund of 50% of accommodations fees and cleaning fees except for the first night. The first night charges are levied for late cancellations. If a guest checks-in and wants to leave early, any refund of the accommodation fee and the cleaning fee should be amicably settled between the host and the guest. SaffronStays will not facilitate this settlement process. Learn more about the moderate cancellation policy in the Cancellation policy document.

For a full refund of accommodation and cleaning fees, cancellation must be made a full 5 days prior to listing's local check in time (or 3:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by previous Sunday before check in time.
If the guest cancels less than 5 days before check-in, the first night is non-refundable. Accommodation and cleaning fees for remaining nights are refunded 50%.
If the guest checks-in and decides to leave early, Host and Guest to mutually decide and settle refund amount.

The strict cancellation policy states that a guest is eligible for a 50% refund (accommodation fees and cleaning fees) only if he / she cancels the reservations up to 10 days prior to the day of check-in. If a guest cancels the reservation, anytime less than the 10 day limit, no refund is given to the Guest. If the guest checks in and decides to leave earlier than the scheduled check-out date, any refund of the accommodation fee and the cleaning fee should be amicably settled between the host and the guest. SaffronStays will not facilitate this settlement process. Learn more about the strict cancellation policy in Cancellation policy.

For a 50% refund of accommodation and cleaning fees, cancellation must be made a full 10 days prior to listing's local check in time (or 3:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by Tuesday of the previous week before check in time.
If the guest cancels less than 10 days before check-in, the Guest is entitled to no refund.
If the guest checks-in and decides to leave early, Host and Guest to mutually decide and settle refund amount.

My Profile

Updating your profile is important to build trust amongst your Hosts who otherwise have no other means to get to know you. Booking request from a Guest with complete profile is more likely to be accepted than from someone with an incomplete profile.

No, we do not take any bank account details of the Guest. Billing details would be taken by the payment gateway for processing the payment, but none of the details are stored with us. To know more read our Privacy Policy.

Your Trust Meter rating can only improve with better reviews from your Hosts. Read our Responsible Guest document to know more about the dos and don'ts of being a pleasant Guest.

We at SaffronStays understand that security can be a concern for our members and have taken measures to implement best security standards in the industry. SaffronStays is a secured platform for information sharing as well as transactions. To know more read our Privacy Policy.

No, entering contact details in the profile description is strictly prohibited failing to which could lead to account suspension. Your selected host will be provided with your contact details as soon as your booking request is accepted by him / her.

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