Direct Booking Guest FAQ

You may check the Header or the Footer of the site for Host details that may include their email address or social media links.

You may add a promo code on the initial page where you selected your dates. If you are using mobile, you may need to scroll to the bottom of your page. Look for the "I have a discount code" link and click on it, that will open a text field where you can enter your promo code.

Specific errors are usually shown on the bottom of the page. This may include bank or card-related errors. If you have identified that there is no issue with the card or bank blocks and continue to receive errors reach out to [email protected] with the email address you used for booking and a screenshot of the error you encountered.

If the booking was not accepted, the payment should not be collected from your account. It may however show as a collected amount if you used a Debit card as we Authorize payments but do not capture the charge until booking is confirmed and accepted. For all other forms of payment, the authorization or pending charge should drop off from your account in a few hours to a few days depending on how soon your bank clears it.

Hosts send you messages through Hospitable, there are cases when you do not receive any of them though the hosts send it due to your email provider blocking them. Check you Junk or Spam or search for @messaging.hospitable.com domain which is where the host's email will come from.

You can check your Booking Confirmation email that was sent using the keywords "Booking Confirmation". This email should contain a button "Manage My Stay" which routes to the Guest Portal which will allow you to contact the host directly.

All host replies will show directly on your email.

Alterations currently need to be requested through the host, to request for one, send a message to your host using the "Manage My Stay" link on your Booking Confirmation email.

Cancellations can be requested through the Guest Portal using the "Manage My Stay" link on your Booking Confirmation email. Before processing a request, review your cancellation policy if you are eligible for a refund. A confirmation authentication will be done before you can cancel a reservation to ensure others are unable to cancel your booking.

We send out cancellation emails confirming eligibility and cost breakdown of your refund. Usually, it may take 5-10 business days for you to receive your refund from the time the cancellation email is sent. If the email shows no refund amount, reach out to your host as a refund may have not been processed yet.

If the issue relates to the property amenity inconsistencies, take photos or video of the issue. Reach out to your host through the "Manage My Stay" link on your Booking Confirmation email. If the issue is not resolved, reach out to [email protected] with your booking code and a summary of the issue.