Help & FAQ
Getting started
You do not need an account to browse restaurants. To book a table, we ask for a phone number and a first name. That is the account.
Bookings are confirmed by SMS. You can manage or cancel a booking from your bookings page.
Making a booking
Search by city, cuisine or restaurant name. Pick a date and time. Tap a slot. Confirm with your phone number. You will get an SMS confirmation within seconds.
If the restaurant has not pre-approved the slot, they have up to ten minutes to confirm. You can cancel the request at any point during those ten minutes with no consequences.
Cancellations
You can cancel from your bookings page before the reservation. Very late cancellations and no-shows may affect future booking access.
Three no-shows in any 90-day window pauses your booking ability for two weeks. Cancellations do not count as no-shows.
If a restaurant cancels on you within ten minutes of booking, we apologise and refund any deposit. We track restaurant cancellation rates and warn the partner team if a venue exceeds 5%.
Modifying a booking
You can change party size, time, or seating preference any time up to two hours before. Open the booking from your Bookings list, tap Modify.
If the new slot is not available, we will hold your original until you confirm a change. The original booking is never released without your action.
Reviews
Reviews open the day after you dine and stay open for thirty days. After that, the booking is past the review window.
Reviews are public on the restaurant page. They are tied to your verified phone number, but only your first name and last-initial show.
Restaurants can reply to reviews once. Their reply appears below yours in orange.
Fees
Haila is free for diners. We do not charge to book, modify, or cancel. The restaurant pays a monthly partnership fee; you never pay Haila on the bill.
Data and privacy
We collect: your phone number, first name, booking history, and the city you most often book in. We never share your phone with restaurants until you arrive. They see only your name and party size.
You can export everything and delete your account from Profile → Privacy. Export ships by email within 24 hours.
Still stuck?
Write to hello@haila.md. Office hours are Monday–Friday 09:00–18:00 EET, but bookings escalations are handled within two hours every evening, every weekend. We are humans in Chișinău.