Bookings
How do I search for and book a room?
From the homepage, enter your destination, check-in date, check-out date, and number of guests in the search bar, then press Search. You can also use the Rooms or Hotels pages to browse directly. Once you find a room, click 'Book Now', review the booking summary including total price and cancellation policy, and confirm payment. A booking confirmation will be sent to your registered email address immediately.
How far in advance can I book and is there a maximum stay?
Bookings can be made up to 365 days in advance. Stays are limited to 90 nights per booking to keep availability accurate. If you need a longer window, contact support for assistance.
Can I modify my booking after it has been confirmed?
Modifications such as date changes or room upgrades are subject to the property's modification policy and current availability. To request a change, contact our support team with your booking reference number and the details you'd like to update. We will liaise with the hotel on your behalf and confirm whether the change is possible. Any difference in rate will be collected or refunded accordingly.
How do I cancel a booking?
Sign in and navigate to Dashboard → My Bookings. Locate the booking you wish to cancel and click 'Cancel Booking'. Before confirming, the system will display the applicable cancellation policy — including whether you are eligible for a full refund, partial refund, or no refund. Cancellations outside the free-cancellation window for non-refundable or partially refundable bookings cannot be reversed, so please review the policy carefully before confirming.
What happens if the hotel cancels my booking?
In the rare event that a property cancels a confirmed booking, we will notify you immediately and issue a full refund to your original payment method. We will also make a best-effort attempt to source alternative equivalent or superior accommodation for your desired dates. If no alternative is found or accepted, the full refund is unconditional.
How do I view my booking history and confirmation?
All past and upcoming bookings are accessible under Dashboard → My Bookings. You can view full booking details, download a PDF confirmation, and check the cancellation policy for each reservation.
Can I book an entire property instead of a single room?
Yes — select listings that show an “Entire place” option. When available, you can book the whole property for exclusive use. During those dates, individual rooms are not bookable by other guests.
Search & Discovery
Why does the homepage show "Featured near you"?
We use your most recent search city (stored on your device) or, if you opt in, your device location to highlight relevant rooms. If neither is available, we show global featured rooms. We do not use precise location unless you grant permission.
How do location suggestions work in search?
Suggestions combine approved hotel locations and OpenStreetMap places. Selecting one fills the search field and improves accuracy. You can still type freely to search by name, city, or country.
Payments
What payment methods are accepted?
We accept the following payment methods: (1) Credit and debit cards — Visa, Mastercard, and American Express — processed securely via Stripe. (2) EasyPaisa mobile wallet, for guests with a registered EasyPaisa account through Telenor Microfinance Bank. (3) JazzCash mobile wallet, for guests with a registered JazzCash account through Mobile Commerce (Pvt.) Ltd. All transactions are encrypted end-to-end. Payment method availability may vary depending on the property and booking currency.
How do I pay using EasyPaisa or JazzCash?
On the checkout page, select EasyPaisa or JazzCash as your payment method. You will be prompted to enter your registered mobile number. A confirmation request (OTP or in-app notification) will be sent to your mobile wallet. Approve the transaction within the time window shown to complete payment. Ensure your wallet balance is sufficient before initiating the transaction, as insufficient-balance payments cannot be completed and the room may re-enter availability.
Is my payment information stored on your servers?
No. Khan Familia Travels never stores raw card numbers, CVVs, EasyPaisa PINs, or JazzCash MPINs. Card payments are tokenised and processed directly by Stripe (PCI DSS Level 1 certified). Mobile wallet transactions are processed directly by EasyPaisa and JazzCash on their respective secure infrastructure. We receive only a transaction reference to confirm payment status.
When will I receive my refund?
For eligible cancellations, refunds are processed within 1–2 business days of cancellation confirmation on our end. The time for the funds to appear depends on your payment method: card refunds (Stripe) typically appear within 5–10 business days. EasyPaisa and JazzCash wallet refunds generally appear within 3–5 business days. If you have not received your refund after 10 business days, please contact us with your booking reference and we will investigate.
Can I use a promo code?
Yes. On the booking checkout page, enter your promo code in the 'Promo Code' field and click Apply. If the code is valid and your booking meets the minimum value requirement, the discount will be applied automatically before payment. Only one promo code may be used per booking. Codes cannot be applied retrospectively after a booking is confirmed.
Account
How do I create an account?
Click 'Sign up' in the top-right corner of the navigation. You can register with your email address and a password, or sign in using your Google account for faster access. Once registered, you can immediately browse, wishlist, and book rooms.
How do I reset my password?
On the Sign In page, click 'Forgot password?' and enter your registered email address. A password-reset link will be sent to your inbox within a few minutes. The link is valid for 30 minutes. If you don't see the email, check your spam or junk folder. For Google-linked accounts, password resets are managed through your Google account settings.
How do I update my profile information?
Sign in and click your profile avatar in the top-right corner, then select 'My Profile'. From the profile page, you can update your display name, phone number, and profile picture. Changes are saved immediately. Your email address is managed through your authentication provider (Clerk / Google) and cannot be changed from the profile page directly.
How do I delete my account?
To request account deletion, email support@khanfamiliatravels.com with the subject 'Account Deletion Request' from your registered email address. We will confirm the request and permanently delete your account and personal data within 30 days. Please note that booking records may be retained for up to 7 years as required by our accounting obligations — see our Privacy Policy for full details.
Cancellations & Refunds
What is the difference between free, partial, and non-refundable rates?
Free cancellation — you can cancel at no charge up to a specified deadline (e.g., 48 hours before check-in). Partial refund — cancellations within a defined window (e.g., 1–7 days before check-in) result in a partial refund, typically 50%. Non-refundable — the full booking amount is charged immediately and no refund is issued regardless of when you cancel. These policies are set by each property individually and are clearly displayed before you confirm a booking.
The hotel was unsatisfactory — can I get a refund?
If the property materially differed from its listing (e.g., advertised amenities were unavailable, room type was incorrect, or there were serious hygiene or safety issues), please contact us within 24 hours of check-in with supporting photos or documentation. We will investigate with the property on your behalf. Refunds for quality complaints are assessed on a case-by-case basis and are not guaranteed under the standard cancellation policy.
Listing Your Property
How do I list my hotel on Khan Familia Travels?
Create an account and select 'Apply as Vendor' from your profile dashboard. Complete the hotel-owner application form, providing your property details, contact information, and required documentation. Applications are reviewed by our admin team within 2–5 business days. Once approved, your vendor portal will be activated and you can add your hotels, rooms, pricing, and availability. Property listings are subject to platform limits; if you reach your property limit, you must request an upgrade or approval before adding more hotels.
What are the property limits for vendors?
Vendors may be limited in the number of properties they can list, based on their account status and plan. The platform checks your property limit before allowing new hotel uploads. If you reach your limit, you will be notified and can request an upgrade or admin approval to add more properties.
Can vendors be suspended or banned?
Yes. Vendor accounts may be suspended or banned for repeated violations, fraud, abuse, submitting false information, or conduct harmful to guests or the platform. Suspended vendors lose access to their account and listings. Banned vendors are permanently removed and may not re-register. You may appeal a suspension or ban by contacting support; appeals are reviewed within 10 business days.
How do I manage room availability and pricing?
From your Vendor Dashboard, navigate to Inventory to manage room availability by date. You can set base pricing per room type, configure seasonal rates, and block dates for maintenance or personal use. Pricing changes take effect immediately. Bookings already confirmed will honour the price at the time of reservation.
How do I enable whole-property bookings?
In your hotel settings, enable “Whole property booking” and set a nightly price. A new “Entire place” inventory category will appear in your Inventory panel — initialize its availability just like a room category. When the whole property is booked, individual rooms are automatically blocked for the same dates.
How does booking search work for vendors and admins?
Vendors and admins can now search bookings by hotel name, guest name, and other criteria. This improvement makes it easier to manage and review bookings across multiple properties. Use the search bar in your dashboard to filter results quickly.
Still need help?
Our support team typically responds within a few hours during business hours (Mon–Sat, 9 am–9 pm PKT).
Contact Support