Dispute Resolution Policy
EasyBooking provides a structured process to fairly resolve disputes between guests and hotel partners. Our goal is to reach a fair outcome for all parties involved.
Dispute Resolution Process
Submit a Complaint
The affected party (guest or hotel partner) submits a complaint to EasyBooking support via email at info@easybooking.live, including the booking reference and a clear description of the issue.
Initial Review
EasyBooking support conducts an initial review of the complaint within 24–48 hours of receipt.
Evidence Requested
Both parties are asked to submit evidence (photos, messages, payment records, booking details) relevant to the dispute.
Fair Resolution Attempt
EasyBooking mediates between the parties, reviewing all evidence to reach a fair resolution aligned with platform policies.
Final Decision
A final internal decision is communicated to both parties. This decision is binding within the platform.
Possible Outcomes
Based on the review, EasyBooking may issue any of the following resolutions:
| Outcome | Description |
|---|---|
| Full Refund | Guest receives full refund where the property is at fault |
| Partial Refund | Proportional refund based on severity of the issue |
| Platform Credit | Credit applied to the guest's account for future bookings |
| Warning to Property | Formal warning issued to the partner for policy violation |
| Property Suspension | Temporary or permanent removal from the platform for severe violations |
| No Action | Complaint determined to be without merit after review |
Response times
Evidence Guidelines
Strong evidence helps resolve disputes quickly and fairly. Useful evidence includes:
- Photos or videos of the property condition during stay
- Screenshots of communications with property staff
- Payment receipts and transaction references
- Booking confirmation documents
- Written account of events with specific dates and times
Escalation
EasyBooking's internal decision is final within the platform. If a party believes they have a legal claim beyond the platform's scope, they may pursue it through the appropriate courts under Pakistani law.
Contact for Disputes
Submit all disputes and complaints to: info@easybooking.live
Include in your email:
- Booking reference number
- Your name and contact details
- Clear description of the issue
- Any supporting documentation