Question 1

Where can I find my booking confirmation?

Accepted Answer

Start with the confirmation email sent when you reserved. Check your spam or junk folder and search for the property name. Your confirmation normally includes the reservation reference, stay dates, property address, and the conditions that apply to your booking.

Question 2

How do I change the dates of my stay?

Accepted Answer

Review the change conditions in your confirmation first. If changes are allowed, use the original booking platform or contact the property to ask about your new dates. The price may change when availability or nightly rates differ. A date change is only final once you receive an updated confirmation.

Question 3

Can I cancel my reservation?

Accepted Answer

That depends on the rate and cancellation policy you accepted. Find the policy in your confirmation and note any deadline, fee, or non-refundable condition before cancelling. Use the original booking platform or the property’s official contact details. Keep the cancellation confirmation for your records.

Question 4

When will my refund arrive?

Accepted Answer

Refund timing varies by property, payment provider, and bank. After the cancellation is confirmed, the refund must first be issued and then processed by your financial institution. Check the cancellation confirmation for any stated timeframe.

Question 5

Why was I charged before my stay?

Accepted Answer

Some rates require prepayment, a deposit, or a temporary card verification. The property’s payment terms and your confirmation should explain the charge. Never send card details or security codes by email when asking about a charge.

Question 6

Is it safe to send my card details to support?

Accepted Answer

No. Do not send your full card number, PIN, CVV, online-banking password, account password, or one-time security code by email or through a support form. A reservation reference and a clear description are usually enough to begin a general support request.