How Can We Help?
Find answers to common questions, or ask Tanya — your 24/7 AI concierge.
Ask TanyaTanya AI
What is Tanya AI?
Tanya is your personal AI travel concierge. You can have a natural conversation with her to discover, plan and book hotels, flights and experiences. She understands context and preferences — just tell her what you are looking for.
Is Tanya available 24/7?
Yes. Tanya is available at all times through the chat interface on web and mobile. For urgent human escalation, our concierge team is on call around the clock.
What languages does Tanya support?
Tanya is fluent in English, Arabic, Hindi, French, Spanish and German. Additional language support is being added regularly.
Bookings
How quickly will I receive my booking confirmation?
Confirmations are issued instantly upon payment for most properties. For bespoke requests or properties requiring manual confirmation, you will hear back within 4 hours.
Can I modify my booking after confirmation?
Most bookings can be modified subject to the property's amendment policy. Simply ask Tanya to modify your reservation and she will check availability and present your options.
What payment methods are accepted?
We accept all major credit and debit cards, UPI (India), and SC Credits redemption. Corporate accounts may use invoiced payment terms.
SC Credits
What is SC Credits?
SC Credits are our loyalty currency — 100 SC Credits = AED 1. Every booking earns SC Credits automatically, and they never expire while your membership is active.
How do I redeem SC Credits?
SC Credits can be redeemed at checkout towards any booking or applied as an account credit. Simply tell Tanya you would like to use your SC Credits.
Cancellations & Refunds
What is the cancellation policy?
Cancellation terms vary by property and rate type. Tanya will always display the cancellation policy clearly before you confirm a booking. For our full policy, see the Cancellation Policy page.
How long do refunds take?
Refunds for eligible cancellations are processed within 5-7 business days to your original payment method. SC Credits refunds are immediate.
Stunning Pass & Membership
What is the Stunning Pass?
The Stunning Pass is your all-in-one travel lifestyle membership — 16 premium services including travel insurance, fast track, meet & greet, eSIMs, duty-free and more.
How do I upgrade my membership tier?
Membership tiers (Signature, Elite, Prestige) are upgraded automatically based on your annual spend with Stunning Club. Prestige tier is also available as a direct subscription or by invitation.
Still need help?
Our concierge team is available 24/7. You can reach us via live chat, email, or phone — we are always here.