This article covers the most common questions guests have about their direct bookings. If you’re a host, this article might be more suitable for you.
Booking Flow
Can I know more information about the property? Can I contact the host before paying?
Can I know more information about the property? Can I contact the host before paying?
You may check the Header or the Footer of the site for Host details that may include their email address or social media links.
I was given a Promo Code, where do I add it?
I was given a Promo Code, where do I add it?
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.
Why am I unable to complete my payment?
Why am I unable to complete my payment?
Specific errors are usually shown on the bottom of the page. This may include bank or card-related errors. You may need to contact your bank or credit card provider to clear the payment.
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.
My booking was declined but I got charged.
My booking was declined but I got charged.
In most cases, if a booking is not accepted, the payment is not collected from your account. What you may be seeing is an authorization hold — a temporary charge that your bank places when the payment details are submitted. This hold is not a real charge, and it typically drops off within a few hours to a few days, depending on your bank.
However, if several days have passed and the charge has not been released:
Check with your bank to confirm whether the charge is an authorization hold or a settled payment.
If it is a settled payment (meaning the funds were actually withdrawn from your account), contact Hospitable support at [email protected] with your booking code and a screenshot of the charge. Our team will investigate and issue a full refund if the payment was incorrectly captured.
Refunds for incorrectly captured payments typically take 5–10 business days to appear once issued.
This situation is rare but can occur due to a processing error. We take these cases seriously and will resolve them as quickly as possible.
The guest verification page says it's expired, though I already made payment, how do I proceed?
The guest verification page says it's expired, though I already made payment, how do I proceed?
The payment is not fully captured until the booking is accepted. The verification page expires if it is opened for more than 1 hour. To restart, click the Verify link from the email we sent and the verification will be reopened. Once completed, the information is forwarded to the host for review. An email should be sent within 24 hours of booking that identifies if it is accepted or denied.
Managing Direct Booking
Can I pay for my direct booking using two different credit cards?
Can I pay for my direct booking using two different credit cards?
You can use a different payment method for each payment term—for example, Card A for the first payment and Card B for the second. However, it's not possible to use two different cards for a single payment term or to split the amount in one payment term across multiple cards.
I did not receive any emails about my booking.
I did not receive any emails about my booking.
If you haven't received any emails about your booking, here are a few things to check:
Search your inbox for "Booking Confirmation." The booking confirmation email is sent automatically when your reservation is accepted. It contains your booking details, payment schedule, and a "Manage My Stay" button to access your Guest Portal.
Check your spam, junk, or promotions folders. Emails from Hospitable can sometimes be filtered by email providers.
Search for emails from these domains:
@messaging.hospitable.com — This is where messages from your host are sent.
@hospitable.com — This is where transactional emails (booking confirmations, payment reminders) are sent.
Both domains are legitimate Hospitable email addresses.
Verify the email address you used when booking. If your email was entered incorrectly during the booking process, emails may be going to the wrong address. If you think this may have happened, contact support (see below).
Wait a few minutes. In some cases, email delivery can be delayed depending on your email provider.
If you still can't find any emails after these steps, contact Hospitable support at [email protected] with:
Your full name
The email address you used when booking
The property name or booking code (if you have it)
Your approximate booking dates
Support can verify your booking, confirm which email address is on file, and resend relevant communications.
I have a question/concern about my booking, how can I reach the host?
I have a question/concern about my booking, how can I reach the host?
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.
Can I change my booking?
Can I change my booking?
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.
Can I cancel my booking?
Can I cancel my booking?
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.
My booking was cancelled, when will I receive my refund?
My booking was cancelled, when will I receive my refund?
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.
I have issues with my stay, how do I report it?
I have issues with my stay, how do I report it?
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.
I keep receiving payment request emails even though I already paid.
I keep receiving payment request emails even though I already paid.
In rare cases, a system delay may cause duplicate payment emails to be sent even though your payment has already been processed. If you are receiving repeated payment request emails:
Check your booking confirmation. If you received a booking confirmation email, your payment was successfully processed. You can safely ignore the additional payment request emails.
Check the Guest Portal. Use the "Manage My Stay" link from your original booking confirmation email to view your booking status and payment details.
Do not submit payment again. If your booking is confirmed, submitting another payment could result in a double charge.
Contact the host through the Guest Portal if the emails continue. The host can verify your payment status and contact support if needed.
If you're unsure whether your payment went through, reach out to [email protected] with your booking code and the email address you used to book.
It's been more than 10 business days, and I still haven't received my refund.
It's been more than 10 business days, and I still haven't received my refund.
If more than 10 business days have passed since your cancellation and you haven't seen the refund:
Check your bank or card statement carefully — refunds sometimes appear under a different name or as a credit rather than a deposit.
Contact your bank or card issuer and ask them to check for any pending refunds from Hospitable or Adyen. Provide them with the approximate date and amount.
If your bank confirms no refund is in progress, contact Hospitable support at [email protected] with your booking code and the email address you used to book. Our team can verify the refund status on our end and reprocess it if necessary.
Please note: Hospitable cannot speed up refund processing once the funds have been sent — the timeline depends on your bank or card issuer.
I need to cancel due to severe weather or an emergency — what should I do?
I need to cancel due to severe weather or an emergency — what should I do?
If you need to cancel your booking due to extenuating circumstances such as severe weather, a natural disaster, or a personal emergency, here's what to do:
Contact your host as soon as possible through the Guest Portal using the "Manage My Stay" link in your Booking Confirmation email. Explain the situation and ask if they can cancel with a full refund.
If the host agrees, they can cancel the reservation as a host-initiated cancellation, which provides a full refund regardless of the cancellation policy.
If you cannot reach the host, or the host is unable to help, contact Hospitable support at [email protected] with your booking code, the email address you used to book, and a description of the circumstances.
Please note that Hospitable does not have a formal extenuating circumstances policy — refund decisions for out-of-policy cancellations are at the host's discretion. However, many hosts are willing to work with guests in genuine emergency situations.
I can't find the Guest Portal or the "Manage My Stay" link
I can't find the Guest Portal or the "Manage My Stay" link
The Guest Portal link is included in your Booking Confirmation email, which was sent when your reservation was accepted. Here's how to find it:
Search your email inbox (including spam and junk folders) for "Booking Confirmation" from @hospitable.com or @messaging.hospitable.com.
In the email, look for the "Manage My Stay" button — this opens your Guest Portal.
From the Guest Portal, you can view your booking details, contact your host, request a cancellation, and check your refund status.
If you can't find the email, try searching for emails from @hospitable.com or @messaging.hospitable.com. If you still can't locate it, contact Hospitable support at [email protected] with your full name, the email address you used when booking, and your approximate booking dates.
I see a charge on my bank account that I don't recognize
I see a charge on my bank account that I don't recognize
If you notice an unexpected charge related to a Direct booking, it could be one of the following:
A scheduled payment for your reservation — if you're on a payment plan, installments are charged automatically according to the payment schedule shown in your booking confirmation.
A security deposit — deposits are collected 2 days before check-in and released 2 days after check-out. They may appear as a hold or a charge depending on your bank.
An authorization hold — when you submit payment, your bank may place a temporary hold that looks like a charge. These typically drop off within a few days if the booking is not confirmed.
What to do:
Check your Booking Confirmation email for a payment breakdown.
Visit the Guest Portal ("Manage My Stay" link in your confirmation email) to view your payment schedule.
If the charge still doesn't match, contact Hospitable support at [email protected] with your booking code and a screenshot of the charge. Our team will investigate.
The property has issues (e.g., amenities unavailable, conditions different from listing) — can I get a refund?
The property has issues (e.g., amenities unavailable, conditions different from listing) — can I get a refund?
If you arrive at the property and find that the conditions are significantly different from what was described on the listing (for example, a pool or amenity is closed for maintenance), here's what to do:
Take photos or video of the issue as documentation.
Contact the host immediately through the Guest Portal ("Manage My Stay" link in your Booking Confirmation email). Describe the issue and request a resolution.
If the host is unresponsive or unable to resolve the issue, contact Hospitable support at [email protected] with your booking code and a summary of the problem, including any photos.
Whether a refund is available depends on the host's response and the specific circumstances. The host may offer a partial refund, alternative accommodations, or other resolution.