Customer Service

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Contact the property

For details about your stay, they usually know best.

Our Help Centre

Frequently asked questions

  • Yes, any cancellation fees are determined by the property and listed in your cancellation policy. You will pay any additional costs to the property.

  • If you have a free cancellation booking, you won't pay a cancellation fee. If your booking is no longer free to cancel or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property. You will pay any additional costs to the property.

  • Generally, the property is responsible for charging your card. If payment is instead handled by, this will be stated clearly in your booking confirmation.

    You can commonly expect to pay upon check-in or check-out at the property. However there are some exceptions, such as those properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies.

    If there is no prepayment policy, it’s also possible that the property may take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.

  • Yes! You can make changes to your booking from your confirmation email or at Depending on the property's policy, you can do the following:

    Change check-in/out times

    Change date

    Cancel booking

    Edit credit card details

    Change guest details

    Select bed type

    Change room type

    Add a room

    Add a meal

    Make a request

    Contact the property

  • Be sure to check your email inbox, spam and junk folders. If you still can't find your confirmation, go to and we'll resend it to you.

  • A valid card is needed to guarantee your reservation with most properties. We do offer a number of properties, however, that will guarantee your reservation without a card. You can also make a booking using someone else’s card provided you have their permission. In this case please confirm the card holder’s name and that you have permission to use their card, in the ‘Special Requests’ box when making your booking.

  • The charge you see could be any one of the following:

    Pre-authorisation: A pre-authorisation is just a validity check that temporarily blocks on your credit card an amount roughly equivalent to the cost of your reservation. The amount will be unblocked after a certain time period. How long this takes will depend on the property and your credit card provider.

    Deposit or Prepayment: Some properties require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation process, and you can see it in your confirmation email as well. If you are eligible for free cancellation, this amount is returned to you if you choose to cancel your reservation.

    Our Customer Service team is always there for you if you need help with a payment issue. You can go to to get in touch with us.

  • Pet policies are always displayed on the property’s page under "House rules".