Grievance Redressal
We take guest concerns seriously. Below is our official escalation matrix.
1
Property level (first response)
For any issue with your stay, please first contact the property directly. Their contact details are in your booking confirmation email and on your booking page.
Most issues — room, service, billing — are resolved at this level within 2 hours.
2
Grievance Officer (if unresolved)
Grievance Officer — Nostra Online Pvt. Ltd.
- Name: Partha Kundu
- Designation: Director, Nostra Online Pvt. Ltd.
- Email: bookmeristay@gmail.com
- Phone: +91 80177 16066
- Response SLA: within 48 hours
What to include in your grievance:
- Booking reference number (e.g.,
BMS-2026-XXXXXX) - Property name and stay dates
- Clear description of the issue
- What outcome you are seeking
- Supporting evidence if available (photos, receipts)
We acknowledge every grievance within 24 hours and respond with a resolution or update within 48 hours.
3
Final escalation (consumer forum)
If your grievance remains unresolved after the above steps, you may escalate to:
National Consumer Helpline
Phone: 1915 (toll-free) · Website: consumerhelpline.gov.in
Online Consumer Forum
Website: edaakhil.nic.in
Legal correspondence
For physical legal notice, write to:
Nostra Online Pvt. Ltd.92/B Baghajatin Place, Kolkata, West Bengal, 700086, India
CIN: U72900WB2023PTC259858