How can we help?
Whether you are a traveller with a booking question or a host getting your stay online, this page shows what our support team can help with, the fastest way to reach us, what to include so we can act quickly, and how requests are handled.
Pravaasa support runs through our support team and tools: email, support cases in your traveller account, and the in-portal flows below. We do not offer a 24/7 human phone or WhatsApp line, and we do not guarantee a fixed response time. In an emergency, call 112 first.
In an emergency: Call 112 first.
112 is India's national emergency number for police, fire and medical help. Pravaasa is not an emergency service or a police dispatcher, so do not wait for us before getting help. Once you are safe, tell your host, then contact us through your account or by email so we can follow up.
What support can help with
Travellers
For guests booking stays, treks and events.
Booking help
Booking confirmation, missing trips in My Trips, date or guest changes, special requests and InstantMatch questions.
Payments and invoices
Failed or double payments, a debit without a confirmed booking, payment methods at checkout, invoice number and GST questions.
Cancellation and refunds
How a cancellation policy applies to your booking, refund amounts and status, and what to do when My Trips does not show a Cancel button.
Host and stay issues
A host who is unresponsive, a stay that differs from its listing, amenity discrepancies, or access and check-in problems.
Safety and trust
Suspicious listings or payment requests, harassment, or any safety concern during a stay.
Hosts & Owners
For homestays, villas, resorts and boutique hotels.
Onboarding and claims
Creating a listing, claiming a profile we prepared for you, accepting the Host Agreement and signing in to the stay-owner portal.
Verification and going live
The KYC checklist (PAN, GSTIN where registered, bank proof), rejected items, photo and facility requirements, and the status of your review.
Payouts and commission
How the commission and escrow timing in the Host Agreement apply to a booking, and following up on a payout that looks missing.
Calendar and rates
Availability and rooms in the dashboard, rate changes on an existing room, and help connecting an external iCal calendar.
Guest issues
Damage claims, cancellation disputes, difficult guests, and suspensions or listing decisions you want reviewed.
How to get help
Pick the route that matches your situation. For anything booking-specific, using your account lets us find your booking quickly.
Email our support team
The main way to reach us. Write from the email on your account so we can match your request to your booking or property.
support@pravaasastays.comTravellersOpen a support case
Sign in, open the Support & Disputes tab in your account and choose Open Support Case. You get a case number (PRV-...) and can follow its status in the same tab.
Go to My AccountTravellersHandle a specific booking
My Trips lists your bookings, lets you cancel an eligible upcoming booking, and opens each trip page with your host and property guide. Messages with your host are in the Host Messages tab of your account.
Open My TripsTravellersSign in
Passwordless: use an email link or a phone OTP. You need to be signed in to use My Trips, messages and support cases.
Traveller loginHosts & OwnersUse your host dashboard
Sign in from the header Sign in menu (Host login). The dashboard has Guest Messages, Damage & Claims for disputes, Payouts & Escrow, and Verification, Photos & Readiness. For anything else, email us with your property name and organization ID.
Open host dashboardEveryoneReport a concern
Report a property, a guest, fraud or another issue from Trust & Safety. For a record we can track, also email us with the listing link or booking ID.
Trust & SafetyWhat to include in your request
The more complete your first message, the fewer back-and-forth questions it takes to sort it out.
Who you are
The email or phone number on your account, and whether you are a traveller or a host. Please write from the same email address.
Booking ID or listing
The booking ID from My Trips or your confirmation, or the property name and link or ID if it is about a listing.
What happened and when
A short timeline: what you expected, what actually happened, and the dates involved. One issue per request works best.
Payment details (if relevant)
Amount, date and payment method, plus the reference from your bank or UPI app. Never send full card numbers, CVVs, PINs or OTPs.
Evidence
Dated photos, screenshots of messages, and anything the host or guest sent in writing. For damage claims, photo evidence is required.
What outcome you want
For example a refund, a date change, a replacement stay, a payout check or a listing review, so we can point you in the right direction.
What happens after you contact us
Our support team and tools handle requests in three stages. We do not commit to a fixed response time, so please include everything we need up front.
- 1
Acknowledge
A support case opened in your account gets a case number and an open status you can see. Emails are read by our support team. We may ask for missing details or evidence, so complete requests move faster.
- 2
Investigate
We look at the booking, payment and message records, the listing, the cancellation policy that applied and any evidence from both sides. Where a host or provider needs to respond, the case can wait on them or on you.
- 3
Resolve
We aim to reach a fair outcome under our policies, such as a refund, a corrected record, a payout follow-up or a listing action, and update your case or reply by email. Outcomes depend on the facts and the policy that applies, and we cannot promise a specific result or timeframe.
If it is not resolved: escalation path
- 1
Start with the host. For a live stay problem, message your host in Host Messages (travellers) or Guest Messages (hosts) so they can fix it quickly and there is a written record.
- 2
If it is not resolved, open a support case in your account (travellers) or email support@pravaasastays.com (everyone) with the details above.
- 3
If you have not heard back or the answer does not resolve it, reply to the same email thread or case, say you would like it escalated and why. Keep it in one thread so nothing is lost.
- 4
For fraud, harassment, safety or policy violations, report through Trust & Safety as well as emailing us.
- 5
For damage claims and cancellation or amenity disputes between guest and host, hosts can use Damage & Claims in the dashboard; a Pravaasa admin reviews the evidence and mediates. We never automatically charge a guest's card for a claim.
Stay safe from scams
Pay only on Pravaasa
Book and pay through Pravaasa's checkout so your payment is held in escrow and your booking is covered by our refund and dispute processes. Never pay a host or agent by direct UPI, bank transfer, gift card or an outside link.
Check the verification badge
Look for Pravaasa's verification badge and trust details on the stay page. Be cautious about any listing, message or website that claims to be Pravaasa but is not on pravaasastays.com.
Guard your codes and card details
We will never ask you for an OTP, PIN, CVV or full card number by message, call or email. Anyone who does is not us.
Be wary of pressure
Urgent 'discount ends now' offers, requests to move the chat to another app, or deals that are far below similar stays are red flags.
Report anything suspicious
Use Report Fraud on Trust & Safety and email support@pravaasastays.com with screenshots. Do not engage further or send more money.
Seen something suspicious? Report it on Trust & Safety and email support@pravaasastays.com with screenshots.
Answers, policies and terms
- Frequently asked questionsDetailed answers for travellers and hosts.
- Cancellation PolicyCancellation tiers and host cancellations.
- Refund PolicyWhen refunds apply and how they are paid.
- Booking PolicyHow bookings, changes and requests work.
- Payment & Billing PolicyPayment methods, invoices and payouts.
- Guest TermsThe rules that apply to travellers.
- Host TermsThe rules that apply to hosts and owners.
- Property Listing PolicyWhat a listing must include and avoid.
- Trust & SafetyReport a property, guest, fraud or an issue.
Still need a hand?
Send us the details from the checklist above and we will take it from there.