Common questions

How do I file a claim?
Open the app, tap Scan, enter your stay and offer details (the official rate from the hotel page and one or more competitor rates from OTAs). Pawport tells you whether the case looks Claimable, Needs Review, or Not Comparable. From the case detail, tap Generate drafts to get an email/chat/call script you can send to the hotel.

Why does my case say "Needs Review"?
The competitor rate is lower, but one or more fields don't match cleanly — most often: different room type wording, different cancellation policy, different breakfast inclusion, or different tax inclusion. Most chains require exact match before honoring the BRG. Fix the mismatch (e.g., re-enter the matching room) or drop that competitor.

Why does my case say "Not Comparable"?
Either no competitor offers were entered, the official rate is already lower, or one of the offers is member-only (most BRGs explicitly exclude member-only rates).

Drafts failed to generate. What now?
The AI request is sent directly to Anthropic's Claude API over HTTPS. If it failed, check your network connection and try again, or write your message manually using the comparison notes Pawport produced.

Does Pawport guarantee my refund?
No. Whether your claim is honored is up to the hotel's review process. Pawport is an organizer and drafter, not a refund service.

How do I delete my data?
Delete the app to remove on-device cases, offers, evidence, and drafts. Pawport doesn't store anything on a server, so there's nothing else to delete.

Still stuck?

Email [email protected] with a description and a screenshot if useful.