Help & Support
Ask our assistant anything about your trip — it answers instantly, day or night. For an account-specific issue it can't resolve, call or email our support team below.
Talk to our support team
Facing an issue with a booking, payment or refund? Call or email us directly — keep your booking ID handy.
Cancellations & refunds
Free-cancellation windows, non-refundable rates, and how refunds are processed.
Payments
Prepaid UPI, Pay at Hotel, bank transfer, and when you are charged.
Wallet credits
How cashback from stays and offers is credited and used.
Booking help
Changing guest details, booking status, vouchers and Hourly Stay bookings.
MatiTrip Support Assistant
Answers instantly · available 24/7
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The assistant can make mistakes. For account-specific issues, email support@matitrip.com.
Frequently Asked Questions
How do I book a hotel on Mati Trip?+
Search your destination and dates, pick a hotel and room, add guest details and pay — or choose Pay at Hotel where the property allows it.
Can I cancel my booking?+
Yes. Open My Bookings and cancel. Rates marked free cancellation are fully refundable until the deadline shown on your booking.
How do I get a refund?+
Refunds for eligible cancellations go back to your original payment method or Mati Trip wallet, as shown when you cancel.
Are there any hidden charges?+
No. Taxes are shown before you pay, and the total you see is the total you pay.
Is my payment secure?+
Yes. Payments are processed through a secure, encrypted payment gateway — we never store your card details.
What is an Hourly Stay?+
A room booked for 3, 6, 9 or 12 hours instead of a full night, at a lower price.