Help Center
Find answers to common questions about bookings, payments, cancellations, and managing your stays.
If you can’t find what you’re looking for, feel free to Contact Our Support Team.
- Choose the property and select the dates.
- If the property is not instant booking, your request is sent to the owner for approval.
- Once approved, you will be redirected to the payment page. If the property supports instant booking, you will go directly to payment.
- After payment is completed, you will receive a booking confirmation notification.
Yes, the property is temporarily reserved under your name until the reservation timer expires.
The property owner’s contact number is sent after the booking process is completed.
The owner’s contact number is shared automatically through WhatsApp and email after the booking is completed.
You will receive a WhatsApp message the next day or on your checkout day with the rating link.
You can submit your feedback through the Help Center in the app or contact Customer Service at 91180210.
You can file a complaint through the app, and the case will be reviewed. Appropriate action will be taken if misleading information is confirmed.
Please contact Customer Service at 91180210, and the necessary action will be taken.
This depends on the property’s cancellation policy. If a violation by the owner is confirmed, the full amount will be refunded.
If a violation or fraud is confirmed, your package or credit will be returned through Customer Service.
Please contact Customer Service at 91180210 to request a change.
You can view the approximate property location on the property page, and the exact location link is sent after booking completion.
You can find them through the Offers section on the app’s home page.
Masarrah offers installment payments through Qpay and Tasheel on the payment page, where you can choose your preferred payment method.
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.
The final price is shown before payment is completed. If you notice any discrepancy, please contact support for verification.
Please contact the support team and provide the payment receipt.
Please update the app to the latest version. If the issue continues, contact Customer Service at 91180210.
It is recommended to update the app to the latest version or clear the cache. If the problem continues, contact Customer Service at 91180210.
Verified properties are available only inside the Masarrah app. If you find a suspicious ad, please send its link for review.
All listed properties are reviewed before publishing, and owner details are verified to help ensure reliability.
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.
The weekend in Oman is Friday and Saturday.
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.
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.
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.
Please contact the Customer Care Team to modify or process the booking after coordinating with the other party.
Please contact the Customer Care Team to cancel the booking after coordinating with the other party.
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.
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.
Examples include contact numbers, property name, bank account number, and property details.
Through the Owner app under the Update Information section.
Please contact the Customer Care Team.
Please contact the Customer Care Team.
Within 24 hours after all required documents are submitted.
After the booking is confirmed and fully paid, contact details are displayed in the booking stage.
No. The installment plan is between the tenant and the service provider, not the property owner.
The property owner does not pay extra fees when tenants use QPay or Tasheel.
The app currently uses the Paytabs payment gateway.
Yes, there is an explainer video showing how to use the owner app.
Usually, the sales team contacts the property owner before the advertisement period ends to arrange renewal.
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.
Yes, the app takes a 9.9% commission on online bookings completed through the app only.
The registration fee is paid one time only when the property is first registered on Masarrah.
- Download the owner app from the provided link.
- Open the app and create your account.
- From your account, click Add Property and fill in the required details.
- After that, the sales team will contact you to complete the registration process.