If you’ve submitted a Direct booking or are preparing for your stay, you may have questions about how the process works or run into issues along the way.
This article covers the most common questions guests have about booking confirmation, payments, emails, and managing their reservation.
Why is my booking not confirmed yet?
Your booking is not confirmed until the host accepts your request.
This may be because:
The host is still reviewing your request
You need to complete guest verification
The response time has not passed yet
Submitting a booking request does not confirm your stay. The host must accept your request first.
Why am I unable to complete my payment?
If you’re unable to complete payment, an error message is usually shown on the payment page.
Common reasons include:
Bank or card declines
Insufficient funds
Incorrect card details
Expired card
Billing address mismatch
Bank blocking the transaction
Try the following:
Double-check your card and billing details
Try a different card
Contact your bank to approve the transaction
If the issue continues, contact [email protected] with:
The email address you used for booking
Your booking code (if available)
A screenshot of the error
Payment issues are usually caused by your bank or card provider, not the booking system.
This aligns with common payment errors shown during checkout and may require contacting your bank to resolve.
My booking was declined, but I see a charge
If your booking was not accepted but you see a charge, it is usually an authorization hold, not a completed payment.
This means:
Your bank temporarily holds the amount when you submit payment details
The payment is not fully collected unless the booking is accepted
These holds typically disappear within a few hours to a few days, depending on your bank.
If the charge does not disappear:
Contact your bank to confirm whether it is a hold or a completed charge
If it is a completed charge, contact [email protected] with your booking details
Authorization holds are temporary and are automatically released if the booking is not confirmed.
Why don’t I see a payment option in the Guest Portal?
The Guest Portal is not used for the initial booking payment.
You may only see payment options there if:
You have scheduled payments
You have a remaining balance
Initial booking payments are completed during the booking flow or through a payment link, not in the Guest Portal.
I keep receiving payment request emails even though I already paid
In rare cases, duplicate payment emails may be sent due to delays.
If this happens:
Check your booking confirmation email
If you received it, your payment was successful
Check your Guest Portal for payment status
Do not submit payment again
If you are unsure, contact your host or support before making another payment.
I did not receive any emails about my booking
If you haven’t received any emails:
Check your spam or junk folder
Search for:
“Booking Confirmation”
Emails from @hospitable.com or @messaging.hospitable.com
Make sure you used the correct email when booking
If you still cannot find your emails, contact support with:
Your full name
Email used for booking
Property name or booking dates
Emails may sometimes be delayed depending on your provider.
Why can’t I contact the host?
You can contact your host:
By replying to booking-related emails
Through the Guest Portal (after confirmation)
You may not be able to contact the host if:
Your booking is still pending
You have not received any emails
You do not have access to the Guest Portal yet
If you have not received a confirmation email or Guest Portal link, messaging may not be available yet.
Can I change or cancel my booking?
To request changes or cancellations:
Use the Manage my stay link in your booking confirmation email
This opens the Guest Portal
From there, you can:
Contact your host to request changes
Submit a cancellation request
Refunds depend on the cancellation policy set by the host.
I can’t find my Guest Portal or “Manage my stay” link
The Guest Portal link is included in your booking confirmation email.
To find it:
Search your inbox for “Booking Confirmation”
Look for the Manage my stay button
Check spam or junk folders
If you still can’t find it, contact support with your booking details.
I see a charge I don’t recognize
This could be one of the following:
A scheduled payment
A security deposit (temporary hold)
An authorization hold from your initial payment
To verify:
Check your booking confirmation email
Review your payment details in the Guest Portal
Contact support if the charge does not match your booking
Security deposits are usually held temporarily and released after your stay.
What should I do if there is an issue with the property?
If something is not as expected:
Take photos or videos of the issue
Contact your host through the Guest Portal
If unresolved, contact support with your booking code and details
The host will review and may offer a resolution depending on the situation.
Important Things to Know
Your booking is not confirmed until the host accepts it
Payment details are submitted during booking but only captured after acceptance
The Guest Portal is used after confirmation
Payment issues are usually caused by banks or card providers
Emails guide you through each step of your booking
Support can assist if something is not working as expected