Frequently Asked Questions about Online Booking
- What is Instant Booking and Direct Booking?
- Can I contact a owner before booking?
- As a traveller, can I cancel an online booking?
- How do I know that my booking is confirmed?
- What can I do if the owner cancels my booking?
- Why was I charged if my booking is cancelled?
- How do I pay the outstanding balance of my booking?
- Is it important to have a Booking Contract?
Instant bookings are paid directly through our website and there is no need to confirm availability with the owner before booking.
Direct bookings are paid directly to the owner or property manager through the means they defined after confirming the availability (usually by wire transfer or a link to another payment platform).
Before you make the booking, you can contact the owner and ask any questions you may have using the enquire form on the property page.
Once the owner has confirmed your booking, you will receive their contact details (email and phone).
You should always consult the property cancellation policy before booking. Cancellation fees may vary depending on the particular accommodation.
If you cannot stay in the accommodation on the dates booked and your booking is within the cancellation period, we recommend that you contact the owner to see if it’s possible to change dates. If you want to cancel your booking, you must contact the owner or property manager through the confirmation e-mail. Your deposit will be refunded, according to the cancellation policy.
If for any unforeseen occurrence you are unable to travel and your booking is outside the cancellation period, please contact the owner or property manager to assess the possible solutions. If it is not possible to make changes to your original booking, you must contact the owner or property manager to cancel your booking
If you have any doubts, contact us to firstname.lastname@example.org
You will receive our email confirming your booking request. If you choose a property with Instant Book (payment through our website) the owner should take up to 48 hours to confirm your payment and booking; if you choose a property with Direct Booking (payment through the owner options) it may take between 2 and 5 workdays to confirm the payment and, therefore, the booking.
It is not usual but it might happen. We know that cancellations negatively affect your travel plans. Unfortunately, unexpected circumstances can occur that prevent your booking from going through. If the owner has told you that he will not be able to accommodate you after a booking confirmed, ask him why and assess together what are the possible solutions.
If there isn’t an agreeable solution, you will receive a full refund.
On the properties with instant booking (payment through the website) the owner has 48 hours to confirm your booking. If your booking has not been confirmed then you will be totally reimbursed.
This operation is automatic when the booking is cancelled and does not require any further action on your part.
However, it may take a few days for your bank to transmit the release order.
You should always consult the payment policy that is established by the owner or the property manager and also varies for each accommodation.
Confirm directly with them how you make your pending payments – the remaining amount for the booking, the security deposit and any extras you may have required.
A Booking Contract or Agreement protects both parts, traveller and owner or property manager.
To avoid misunderstandings and provide security, we recommend you sign a written contract. The contract should clearly indicate the rental conditions. It is also advisable to include important information such as dates and arrival and departure times.