Help
Help and questions
Answers to the questions we hear most. If yours is not here, write to hello@hilalstay.com.
How does booking on Hilalstay work?
You choose your stay on Hilalstay, and the booking itself is made through our booking partner Nuitee, which takes your payment securely. Hilalstay acts as the booking agent, and your contract for the room is with the hotel or supplier.
What does the price include?
We show the total price for your stay and say clearly whether taxes are included. When taxes are not included, we show them separately before you pay, including any amounts you pay at the hotel itself.
Can I cancel my booking?
Cancellation follows the policy of the rate you booked, and we show you that policy before you pay. You can cancel from the Manage booking page with your booking ID and email address.
Can I change a booking?
Contact us at hello@hilalstay.com with your booking ID and what you would like to change, and we will help where the rate allows it.
How do I find my booking?
Open Manage booking and enter your booking ID with the email address you booked with. Your stay appears only when both match.
What ages count as children?
In search, children are ages 0 to 17, and we ask for each child's age. Hotels apply their own child policies for occupancy and pricing, and these are shown at booking.
What does Hotel says mean?
It means the information comes from the hotel's listing, own website or a direct reply. We have not independently confirmed it. A listed halal meal does not establish that every meal or facility meets your needs. Read the stated scope and confirm essential requirements before booking.
What does Unknown mean?
It means we have not been able to confirm this detail yet. It is not a yes and not a no: it is an honest blank, and we prefer it to a guess.
How are prayer times calculated?
Prayer times and the qibla direction are calculated on your device, for the destination and date, using the calculation method named on the page. As with any calculation, it is wise to confirm with a local mosque.
Where does the mosque distance come from?
Mosque locations come from the map source shown on the hotel page, which may be Google Maps or OpenStreetMap. Distances are straight-line measurements. Map coverage can be incomplete, and the distance does not establish a walking route or access.
How do the must-have filters work?
Choosing must-haves keeps only the stays where that detail is positive: for example, the hotel states halal food, or a mosque is recorded within 1 km. Stays without that detail drop out of your results.
Do you have rooms for families?
Use the family rooms must-have when you search. Rooms that sleep four or more are marked as family rooms, on the word of the hotel's own listing.
Do I need an account?
An account is optional. You can book as a guest and use My booking with your booking reference and email. An account keeps saved stays, plans and linked booking references together. Email verification is required before linking a booking.
In which languages is Hilalstay available?
The site interface and destination guides are available in English, Arabic, Malay, Indonesian and Urdu. Descriptions supplied by hotels may be in another language.
How can I contact you?
Use Get support to save a request and receive its reference, or write to hello@hilalstay.com. Submitting a request does not change or cancel a booking. Support response times and live email delivery are being finalised before launch.