An accommodation matching platform. Instead of browsing hundreds of listings and applying filters, you describe the stay you are
looking for, and properties that offer that kind of stay send you their own priced offers.

No. Every property on StayMatcher is an independent business. We do not own, operate or control any of them, we do not supply
accommodation, and we do not set prices or decide availability.

Nothing. Submitting a request, receiving offers and accepting one are all free. See payment terms for payment related details.

With an email address and password, or by continuing with Google. If you register with a password we will ask you to verify your
email address first. You need to be 18 or over.

We review it, then send it to properties in that destination that offer the type of stay you described. You can follow the progress on
your request status screen. When offers come in, we let you know.

It depends on how quickly properties respond, which is not something we control.

No. Some requests receive several, some receive none. It depends on the destination, the dates and what you have asked for. We do
not promise any particular number.

The property. StayMatcher does not set, negotiate, mark up or discount any price. We also do not claim an offer is the cheapest rate
available anywhere — the property may sell the same room elsewhere at a different price, and that is its right.

The room or unit type, the total price and what it covers, how tax is treated, the meal plan, check-in and check-out times, what is
included and what is not, the property's cancellation, refund and no-show terms, its payment terms, and an expiry date and time.

No. We check every offer is complete and readable before you see it, and send it back to the property if something is missing. We
never write, edit or price an offer. What you read is the property's own.

Yes. A property may send you a few options — different room types or meal plans within your budget.

Because the property is holding that room for you until the expiry it set. The expiry is chosen by the property, shown in Indian
Standard Time, and applied automatically by the platform.

The offer can no longer be accepted, by you, by the property, or by us. You are welcome to submit a fresh request for the same stay.

Before you accept it, yes — for example if the room has been taken elsewhere. We will let you know. Once you have accepted, it
cannot be withdrawn.

An offer is the property's confirmation, given in advance and held open until the expiry it set. When you accept
before it expires, your stay is confirmed.

No. There is no second approval step. The property confirmed those terms when it sent the offer. It does not get another opportunity
to change its mind because you accepted while the offer was valid.

A stay reference, the property's name and contact details, your dates, the room type, the price, what is included, and the property's
cancellation, refund, no-show and payment terms.

Your name, your guest count, your dates and arrival time, and any special or accessibility needs you told us
about. 
Your contact details will be shared only with the property with whom you have confirmed the stay.

Because if every property in a destination could see it the moment you submitted a request, you would be called by all of them. Your
contact details go only to the one property whose offer you accept.

You pay either online through staymatcher or at the property directly, under the payment terms in the offer you accepted.

No. StayMatcher does not currently process payments. There is no deposit, booking fee, holding fee, convenience fee or service fee.
If anyone asks you to send money to StayMatcher, it did not come from us. Please tell us straight away.

We intend to add an online payment option in future. We will publish updated payment terms and tell you before it applies. How a
stay is confirmed will not change.

The property, since it is the business supplying the accommodation.

They are set by each property and shown on the offer, and they differ from one property to another. The terms on the offer you
accept are the terms that apply to your stay. Please read them before you accept.

No. We do not impose a single policy across all properties and we do not override a property's legitimate terms. What we do enforce
is that every offer must state those terms clearly before you accept, and that the property must then apply them correctly.

Tell us as well as the property, quoting your stay reference, so there is a record of when you cancelled. The property's stated terms
then apply.

The property, directly to you. We hold none of your money, so there is nothing for us to refund.

Not through StayMatcher at the moment. A change means cancelling under the property's terms and submitting a new request. If a
property agrees a change with you directly, that is between you and the property.

You accepted before expiry, so it committed to holding it. Tell us. We check our record of the offer, contact the property and require
it to honour the stay. If it will not, we put your request back out to other properties as a priority so you have alternatives quickly.

Any amount above the price you accepted forms no part of your confirmed stay. You are not obliged to pay it. Tell us and we will take it up with the property.

Tell us. By "materially different" we mean a different property, a different room category, a stated inclusion missing, or a stated
accessibility or special need not met. We check it against the recorded offer and act on it.

Tell us. We check the cancellation terms exactly as they appeared on the offer you accepted and require the property to apply its
own terms. Where it will not, we act against it.

• Check our record of the offer exactly as you accepted it.
• Contact the property and require it to honour what it committed to.
• Put your request back out to other properties as a priority.
• Act against the property — a warning, fewer enquiries, suspension, or removal from StayMatcher.

• We would rather say this plainly than leave you waiting.
• We are not the accommodation provider. We cannot compel a property to give you a room, and we cannot compel it to pay
  you money.
• We hold none of your money, so we cannot process a refund on a property's behalf.
• We do not book alternative accommodation for you. We surface alternatives fast; choosing one is still yours.
• We may offer a goodwill gesture in an individual case, at our discretion. It is decided case by case and it is not something you are
  entitled to.
• None of this affects your rights against the property directly, or your rights under the Consumer Protection Act 2019, including your
  right to approach a consumer forum where you live.

It is not allowed to. Properties may contact you only about your confirmed stay — not before, not after, and never with promotions.
Tell us and we will act on it.