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Questions? We have the answers.

You can find some answers to commonly asked questions below

You can login to our website by clicking the "Sign in" button located on the top right of our page. There are two options when logging in; you can either log in directly with us by signing up, or you can log in with Facebook.

You can sign up to our website by clicking the "Sign in" option located on the top right of the page. There are two options available when signing up; you can either sign up using Facebook or register directly with us by using your email address.

You can find your property by entering your desired destination into the internal search engine located on the home page or on the top left header of every page. Insert your destination, dates and number of guests for more accurate results.

In very rare instances based on the season and the location, search results may be limited. In that case please contact one of our Travel Specialists by calling us on: +44(0)2036240359 from 9:00AM to 9:00PM Monday to Wednesday, and from 9:30AM to 7:30PM Thursday to Friday. Otherwise you can contact us via email : [email protected].

Our website is completely safe to use. Your safety is one of our top priorities. All transactions and data are encrypted. Our payment procedure is 100% compliant with E-commerce regulations. Our platform is also SSL encrypted and PCI compliant.

A highly dedicated team at TravelStaytion works hard to ensure that our hosts are meeting our high standards. Every traveller deserves to have an exceptional experience during their stay on our website. Our team is able to foster this through a very robust screening process that looks to identify the quality of the apartments and services provided by our hosts at TravelStaytion.
If you feel unhappy with your stay or you want to make a complaint, please get in touch with us by contact us on: +44 (0)20 3624 0359 from 9:00AM to 9:00PM Monday to Wednesday, and from 9:30AM to 7:30PM Thursday to Friday. Alternatively you can contact us via email: [email protected]. Our advise to you is that if your complaint is about a recent transaction, to let us know within the first 24 hours of processing your transaction.

If you notice any suspicious behaviour on our website, please get in touch as soon as possible by contacting us on: +44 (0)20 3624 0359 from 9:00AM to 9:00PM Monday to Wednesday, and from 9:30AM to 7:30PM Thursday to Friday. Alternatively you can contact us via email: [email protected].

The amount which will be refunded to the guest depends on the cancellation policy that has been selected by the hosts for their property. Please keep in mind that the refundable amount does not include additional fees like cleaning fees and security deposits which are only payable at the point of arrival.
At TravelStaytion we have four different cancellation policies, super flexible/flexible/moderate/strict.
Below you can find more details about these four cancellation policies.

SUPER FLEXIBLE
The guest will be refunded the full amount of the booking fees if (s)he cancels the booking up to one week prior to his/her arrival day (check-in) to the Host’s accommodation.
All cancellations must take place by 12:00 (midday) according to the Central European Time (CET), on the appropriate day.

FLEXIBLE
The guest will be refunded the full amount of the booking fees if (s)he cancels the booking up to 2 weeks prior to his/her arrival day (check-in) to the Host’s accommodation.
The guest will be refunded 50% of the booking fees, if (s)he cancels the booking up to 1 week prior to his/her arrival (check-in) to the Host’s accommodation.
All cancellations must take place by 12:00 (midday) according to the Central European Time (CET), on the appropriate day.

MODERATE
The guest will be refunded the full amount of the booking fees if (s)he cancels the booking up to 1 month prior to his/her arrival day (check-in) to the Host’s accommodation.
The guest will be refunded 50% of the booking fees, if (s)he cancels the booking up to 2 weeks prior to his/her arrival (check-in) to the Host’s accommodation.
All cancellations must take place by 12:00 (midday) according to the Central European Time (CET), on the appropriate day.

STRICT
The guest will be refunded the full amount of the booking fees if (s)he cancels the booking up to 2 months prior to his/her arrival day (check-in) to the Host’s accommodation.
The guest will be refunded 50% of the booking fees, if (s)he cancels the booking up to 1 month prior to his/her arrival (check-in) to the Host’s accommodation.
All cancellations must take place by 12:00 (midday) according to the Central European Time (CET), on the appropriate day.

We are a London (UK) based company. Our office is located at 26 Cadogan Square Chelsea, London SW1X 0JP. You can get in touch with us any time you wish and our international team will be more than happy to help you with your enquiry.

On each page at the bottom on the left corner there is an option referring to the currency. This indicates the currency that you are currently viewing. Our travellers visiting our website from all over the world so that's why we work hard to support as many currencies as possible. To see your currency options click on the currency button and choose from the list the one that you prefer.

In order to create an account on our website and be able to book a property you must be at least 18 years old. Guests under the age of 18 must travel with an adult over the minimum age requirement. Please make sure you respect our terms and conditions.

In very rare cases, a property viewing prior to a booking can be arranged. However, as a measure of security for both guests and hosts a booking must be made before you are able to have access to the property. Alternatively, a non-refundable deposit may be required in order to arrange any viewings.

There is a multitude of benefits for being a TravelStaytion host. To learn more about these unique benefits, check our become a host page

Certainly! What we look for is professionalism and a high standard of service. This is the most fundamental facet for any property listed on our site. If for instance, your town does not offer reliable public transportation, we recommend you offer transportation arrangements to your guests to make their stay more pleasant.

If you face any issues inserting the address of your property, please contact us at [email protected], or you can have a Live Chat with a member of our team directly. We use Google Geolocation, and sometimes some property addresses are not recognised. Nevertheless, we have a dedicated host department that will help you finalise this process.

Once you have inserted the address of the property, you will no longer be able to update it. In order to change or update the property address, please get in contact with [email protected]. A member of our team will be happy to assist you.

TravelStaytion only displays the exact address of your property limited to the street address. We do this in order to secure your privacy and safety. The full address will be outlined to the guest after the confirmation of their reservation.

The description of your property has incredible significance. Essentially it is your way to make it distinct, and entice your potential guests.. Let them know why they should book you over another host. Try to be very accurate and include as many details as you can. It is important for the guests to be very well informed about your property so that they know what to expect. We recommend describing various aspects including but not limited to the amenities, rooms, and the neighbourhood. We also encourage you to describe any negative aspects of your property. Transparency is always appreciated by our guests.

When describing your property, we advise you to don't promise something you can't deliver. We would recommend that when listing your property, you list as many features as possible such as whether there is Wi-Fi service, free cleaning or local shops. Let the guests know what is it about your place that makes it stands out. We also encourage you to describe any negative aspects of your property. Transparency is always appreciated by our guests.

Good quality photos are incredibly valuable to guests in terms of booking a property. Properties with quality photos tend to generate more bookings, and for this reason we advise that when taking pictures, you get as much natural lighting, tidy up and keep your setting to a minimal. By describing your property accurately and uploading beautiful photos, you give guests a clearer picture and they can make more confident decisions.

In order to make changes to your listings, you need to select the edit listing option from the 'edit your listings' section from your user's dashboard. From there you will be able to manage your listings by altering the description, dates and prices.

1. Go to your dashboard > my listings section;
2. There you can look for the specific listing you wish to update, click on "edit", a dropdown will appear with different options, select "rates & availability".
3. When you are on the Rates & Availability page you can manually update your calendar by selecting the dates or even a period of time.
4. Insert the price you wish, select the various options then click on "save". You will be able to see your changes on the calendar immediately.

At TravelStaytion we pride ourselves on delivering a quality service. Our dedicated team at TravelStaytion are frequently working to ensure that our site is up to date. If by any chance your property has been removed and you are unsure why you can always contact us on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday. Alternatively you can contact us via email: [email protected]

There are different factors that affect your property's visibility:

1.TravelStaytion Quality and Comfort Algorithm: This is a fair feature that we have in place that ranks properties based on the features provided to guests. Such features range from flexible cancellation, updated calendars and rates, and quality photos. Look for the "boost my property" information box to see what features you can choose to increase your visibility and track them in the "my ranking" section;

2. Customer reviews rating: The better reviews you have on your property, the higher the visibility for the listing. We recommend you to always ask the guest for a review after their stay.

3. Response rate and acceptance rate: The quicker you are at replying to your guests and the more consistent in accepting booking enquiries, the more popular you will be among the travellers.

All featured properties are ranked based on guest's reviews and experiences and the comforts, conveniences and services provided by the host (i.e. luggage storage service, emergency number, self check-in service, etc.). (Guest's Reviews + Property Comforts + Host Reception Services) = TravelStaytion.com rating

You can easily increase your reservations by implementing the following:

1. Offer discounts when possible.
2. Use quality photos. Make sure the room is tidy, the pictures are clear and the lighting is bright.
3. Keep your rates and calendar up to date.
4. Respond quickly to the enquiries and reservation requests that you receive. 5. Contact our host's team to discuss your needs and we will help you boost your properties.

We strongly advise you to be diligent with the amount of information you share. It is for your own personal interest that we ask you to take caution for your privacy and safety.

If you want to delete your listing, you can choose from two options. You can either contact our team on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday, or email us at: [email protected]. Alternatively you can hide it from the search results. The "hide" option is located in the "manage my listings" section in your dashboard. It is the red "off" button on the right side of each listing.

Absolutely. In fact we actively encourage you to synchronise as many as you can. Visit your edit your property page in the dashboard and at the "calendar" section, look for the option "sync my calendar". This will allow you to import and update calendars seamlessly from any other platforms that you use. Keeping your calendar synchronised and updated makes it easier for us to promote your listings and boost your properties overall.

Listing a property on our platform has been simplified and it is an incredibly smooth process. On the top right of every page it says 'add your space'. If you click there you will then need to fill in all the necessary details for your property. Proceed with the following steps and your property will be added to our portfolio.

No, it is absolutely FREE to list your properties.

Of course, there is no limit in how many properties you will list on TravelStaytion. In fact the more properties you add the more chances you will have of securing a booking.

TravelStaytion has a vigorous verification process in place and several verification layers are used. This helps us to create a safe environment and to prevent fraud. We do this to ensure a community that is based on trust.

You can easily access your upcoming and past reservations by going to your Dashboard > Hosting > Upcoming / Past Reservations. Also, every time you receive a new reservation you will find a notification in your dashboard (click dashboard > notifications); and you will also receive an automatic email.

There is no charge policy; the selected prices depend entirely on you. We strongly advise you to check some other listings in your area, similar to yours in order to get an understanding about the market. If you are a new host you may find it useful to charge slightly less than your competition in order to get more booking reservations.

Yes, hosts are very welcome to adjust and apply different rates, depending on the season of the year. The prices that you set are entirely up to your discretion.

You can charge a cleaning fee which is located in additional costs which can be found in the Pricing & Terms section under the edit my listings option from the hosting menu. However, we recommend you to include cleaning costs in your nightly rates.

It is well within your rights as a host to ask for a security deposit, but TravelStaytion has no involvement in the negotiations and handling of deposits. The transaction cannot be processed through our website; you need to arrange terms privately with your guest. In order to charge a security deposit to your guests the amount must be detailed clearly in your description.

There is a time limit up to 24 hours for hosts to either accept or decline booking requests. We advise that you avoid letting a booking request expires or decline it. Expired or declined booking requests will negatively impact your ranking on our website.

You are entitled to reject a booking request but only in extreme and rare circumstances. We expect your property to be fully updated and able to accommodate any requests. Your ranking score is partially dependent on your rejection/expiration rate.

If a guest decided to cancel his/her reservation you will receive payment according to your selected cancellation policy. In this case we advise you to check the cancellation policy page, or contact the Travelstaytion team on: +44 (0)20 3624 0359 from 9:00AM to 9:00PM Monday to Wednesday, and from 9:30AM to 7:30PM Thursday to Friday (CET). Alternatively you can contact us via email: [email protected].

As a host we strongly suggest that if you have confirmed a booking you should avoid making a cancellation at any point.
At TravelStaytion we pride ourselves on delivering a quality, stress-free service and experience, but we can't do that without your support. We would like all our hosts to understand our customers' needs come first and cancelling on a reservation can have a negative correlation on any future bookings.
We strongly advise you to avoid cancelling on a guest. If it's not possible to avoid the cancellation for reasons beyond your control, please contact the TravelStaytion team on: +44 (0)20 3624 0359 from 9:00AM to 9:00PM Monday to Wednesday, and from 9:30AM to 7:30PM Thursday to Friday (CET). Alternatively you can contact us via email: [email protected]. TravelStaytion is able to charge you a penalty of up to 15% of the booking for a cancelled reservation without a justifiable cause, or in last minute cases you might be required to pay relocation costs.

The host reception is a range of extra services that you as a host can provide to your guest; this devotion to quality of service is what distinguishes our partners from other platforms. You can offer them at any time during the guest's stay; it is up to you whether to charge for these services or not. The host services are a key aspect of our value proposition, therefore the better host services you offer, the higher the visibility of your property on the search results.

Go to dashboard > my listings and look for the specific listing you wish to update. Once you are in the edit page of that listing, click on "host reception"; there you can select / change your host services.

The payment for your booking is released within two business days after the planned check in date of your guest. If you are a new host, we may hold off on payment for slightly longer in order to ensure our guests have had a smooth check in experience. If your payout takes place on a Friday or a bank holiday, it may take longer to reach your account. If you have any questions regarding your payment please contacts us on +44 (0)20 3624 0359 from 9:00AM to 9:00PM Monday to Wednesday, and from 9:30AM to 7:30PM Thursday to Friday (CET). Alternatively you can contact us via email at: [email protected].

The only way for a guest to pay is through our secure payment system on TravelStaytion. This is for the security of both the guests and the hosts. Once the booking request has been confirmed, the guests will need to pay the full amount for their stay online through our payment system. We strongly urge that you never agree to accept payment without using TravelStaytion's payment system. Do not accept any transfer of money in any method that does not adhere to these terms. In the event a guest does not observe these instructions please contact us on: +44 (0)20 3624 0359 from 9:00AM to 9:00PM Monday to Wednesday, and from 9:30AM to 7:30PM Thursday to Friday (CET). Alternatively you can contact us via email: [email protected].

Additional fees are charges that you can apply on top of the nightly rate that you set. These fees include but are not limited to cleaning, damage, deposit and late checkout. Please note that the cleaning fee is inclusive of the total amount paid by the guest, and is collected by TravelStaytion. However, fees such as late check out, and security deposits are not charged and processed from TravelStaytion. Additional fees are required to be arranged with the guest. These fees must be included in the property description.

The cleaning fee is included in the price that is paid by the guest, and is paid to you along with the price paid for the rental.

The deposit fee cannot be processed through our website. Guests and hosts are liable for negotiating terms. The deposit is usually paid in the local currency upon arrival. Security deposits can only be collected, if stated in the Pricing and Offers section. At check out, the deposit should be fully refunded as long as there is no damage to the property.

In order to enable the Instant Booking function, just visit your dashboard/edit your listing section, and click on the check box with the Instant Booking sign. You can also apply the Instant Booking feature in specific periods. You can do this by going to the rates and availability section, and setting up a rate with the check box of the Instant Booking sign clicked. In case you have any issues you can give us a call at : +44 (0)20 3624 0359 from 9:00 AM till 9:00PM Monday to Wednesday and 9:30AM and 7:30PM Thursday and Friday (CET). Alternatively you can contact us via email: [email protected].

IBAN means International Bank Account Number and BIC/SWIFT means Bank Identifier Code. You can find out more by visiting or contacting your local bank.

When you receive an availability request and for whatever reason you can't accommodate the guest at the particular property, you can suggest an alternative option to your potential guest. This platform allows you to provide alternative solutions to your potential guests that caters to everyone's needs.

We always recommend that you exchange keys directly with your guests, as this is the best way to make a good first impression. It also gives you a great chance to take time to share local tips, answer their questions, and help them to make the most out of their experience. If you are unable to meet your guests, please inform them of this prior to their arrival and also provide them with self-check in instructions to ensure a stress free check in experience.

In the unlikely event of your guest not arriving we urge that your firstly try to contact your guest directly. If you cannot reach him/her, please contact our team at TravelStaytion directly on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM and 7:30PM Thursday and Friday (CET). Alternatively you can contact us via email: [email protected].

Reviews are incredibly valuable in the booking process. At TravelStaytion we understand the importance of this, and to help facilitate this process once a guest has stayed in your property a member of the Travelstaytion team will send an email asking for his/her feedback. We strongly recommend all guests leave reviews. Note: Only guests that have stayed in a property can leave a review. This is in the interest of all parties, and helps to safeguard a fair and objective booking platform.

A. Go above and beyond - Exceeding expectations of your guests comes down to paying attention to detail. For example what type of guests are you entertaining; are they young? If so a suggestion of local clubs or activities can go a long way.
B. Communication - Making sure that you are in contact with your guest when they need your assistance is paramount. It shows that you care, and that you are reliable.
C. Give an accurate and detailed description - A description gives your guests an understanding of what to expect. Make sure your descriptions are accurate, clear and do not promise anything that you are unable to deliver.
D. Quality of service - A 5 star service, and going the extra mile is vital in ensuring great feedback. Remember! Leaving a good impression, leaves good FEEDBACK.

Reviews are pinnacle in getting your next booking. If a customer is interested in a property listing they are more than likely to check the reviews, as the reviews provide users with more certainty. A negative review can impede your chances to secure future bookings. If a guest does leave a negative review, we strongly recommend that you deal with the situation by contacting the guest directly and finding out what went wrong and what could have been done better.

Dashboard > account > transactions. In your Dashboard you can find a filter tool that helps you quickly track any transaction, booking or reservation. By entering quick details like booking ID or check in dates etc, you can quickly track the information you are looking for.

The check in/check out times will be listed clearly in your booking confirmation. Once the booking is confirmed and in order to arrange your specific check in and check out for your booking, we advise that you contact the host directly. Please make sure to provide your host with an estimated time of arrival and set up an appointment for your check in. In doing so, both parties help to facilitate a smooth check in experience.

The check-in/out time depends on the host and the specific property. Most of our hosts are happy to accommodate your check in and check out requests. Nevertheless it is fundamentally important to contact your host prior to the arrival date in order to agree and confirm your check in time. Your host will also inform you about the check out time at the property. The check-in/out time can be negotiated and agreed with the host once the booking has been confirmed.

Situations like this can happen and it is of course outside of your control. If you are in a situation similar to this we recommend you to notify your host as soon as you realise that there will be delays with your check in. Some of our hosts provide flexible/24 hour check ins; others may charge a fee for a late check in. Therefore it is always important to speak directly to hosts after your booking has been confirmed, and make arrangements with them. Also make sure to keep them updated regarding your arrival time at the property.

Once you have received your booking confirmation, you will have all the necessary details of the host. Please contact your host directly in order to arrange picking up the keys of the property.

The return of keys are best agreed and arranged with the host. After you check in to the property, your host will let you know about all the important details for a pleasant stay and when and where you are expected to return the keys.

If by any chance you have made a reservation and your host does not turn up, we strongly recommend that you firstly give him/her a call.
If needed you can contact us on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday (CET). Alternatively you can contact us via email at [email protected].

We only work with verified hosts, and professionally managed properties. Our properties and hosts go through extensive vetting processes. Therefore, we rarely expect such an event to transpire. In the rare circumstance that you are unsatisfied with the standard of the property please do not hesitate to contact us on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday. Alternatively you can contact us via email [email protected].

After your stay in a property, the Travelstaytion team will ask you for your feedback by sending you an email. Only guests that have booked, stayed and paid for their stay through Travelstaytion are allowed to leave reviews. That way we can ensure that all reviews listed on our website are from genuine guests. Reviews are incredibly valuable to all travellers, and therefore we strongly recommend that you leave reviews detailing your experience so that travellers know what to expect.

You can search for a property on our search engine by entering your destination, the dates, and the number of guests located on the Home page or on the top left header of every page.

In the search results page, you will be able to find an overview of the property details and the host reception services. In order to get the full details, click on the property of your choice, and you will have access to the full page with the full details of the property such as the amenities, reviews and the location of the property.

At the bottom of every property page, you will be able to find the full list of reviews. However, the overall rating of the property can also be seen at the bottom right of the picture of the property.

Our portfolio is constantly expanding, and therefore a property may have have been listed for a short period of time. In such case the property may not yet have been occupied by any guests. If an apartment/flat you like hasn't been reviewed don't be deterred, all our properties are verified and all our hosts go through vigorous checks in order to secure your safety. Additionally all properties, get a ranking score based on the property comforts, and host conveniences offered. This is a known as the TravelStaytion Quality and Comfort Algorithm. Alternatively, if you are still unsure you can contact us directly on: +44 (0)20 3624 0359 from 9:00AM to 9:00PM Monday to Wednesday, and from 9:30AM to 7:30P|M Thursday to Friday (CET). Otherwise you can contact us via email: [email protected].

Protecting our guests's and hosts's safety is an integral part of our company values. We take various measures in order to ensure your safety. One such measure is protecting the hosts privacy by not revealing the property address before a booking has been confirmed and accepted. Once your booking is confirmed you will immediately receive the full property address and details.

Once you have signed in, you will be able to message a host for any possible questions that you may want to ask. Simply go to the page with the details of the property that you are interested in and below the host's picture you will find the "Contact Me" option. Our platform wants to ensure easy navigation so you have access to reach hosts for any possible questions that you may have. You can check the hosts' answers in your inbox. Whilst we encourage communication between hosts and guests, please be careful in making sure that you do not exchange any contact details, such as phone numbers and email addresses.

TravelStaytion prides itself on not only offering you purely just a property for your stay, but with it, host services that help to enhance your experience. The Host reception is a range of services that the host/property management company can offer you prior, during or after your stay. Every host can select from a list of services, such as emergency assistance, airport pick up and luggage drop off. These services are either included in the total cost or may include an extra charge. All Host reception services offered by your host, can be found in every listing together with the property details.

All the hosts we collaborate with, go through a thorough background check, to establish that they have a positive hosting record and years of experience in the industry; but on top of this we particularly collaborate only with professional hosts and established property management companies. We take verifying hosts incredibly seriously as it safeguards the experiences of our travellers and we take every possible measure in order to make certain of this.

When a booking is made a significant distance in advance, an 'early bird' discount is applied to the total price of the booking. The discount amount varies in accordance to the home-owner's preferences.

When a booking is made for a lengthy period of time, a discount is applied to the total price of the booking. The discount amount varies in accordance to the homeowner's preferences.

When a booking is made with short notice, a last minute discount offer is applied to the total price of the booking. The discount amount varies in accordance to the homeowner's preferences.

A best price guarantee is our promise that the price displayed for any given property (during specific selected dates) will not be matched by any other booking platform. You will not find the property for those specific dates cheaper anywhere else. This is a TravelStaytion promise.

The best way to do this is simply by entering your destination, dates, and number of guests in the search engine. Click on the search button and you will get all the listings that are available according to your criteria (dates, guests). On any listing page, you can also look at the calendar to check a listing for its availability.

Certain seasons see a spike in demand of reservations and during these seasons prices are commonly higher. Hosts are able to apply different rates at their discretion depending on both demand and also the season.

In order to make a booking request, select the property that you prefer, insert the dates and the number of guests and click the book now button. You will then be requested to fill in your details, follow the payment steps and submit the payment. Once the payment is submitted, your host will receive the booking request with the relevant details and they will be requested to reply within 24 hours. Within this time frame, the host can either accept or decline your booking request. Your card will only be charged once the booking has been accepted. Please note that the booking request can also expire if the host does not respond within the 24 hour time frame.

In the booking request a host has 24 hours to either accept or decline your reservation. An instant booking is confirmed instantly, and you will immediately receive the booking confirmation details.

There is a time limit up to 24 hours for the host to accept or decline reservation requests. Please remember that your card is going to be charged only when a booking request has been accepted.

Once a host accepts your booking request you will receive an email with the booking confirmation. This confirmation email will include the full details of the host and the property.

If a host declines your booking request, a member of our team we will work closely with you to finding you an alternative solution that matches up to your desired needs. Please remember that your card is only charged when a booking request has been accepted.

In case that your reservation request has not been answered in time, then the booking request will expire. After this time, you are free again to search and book a new property. Please remember that your card is only charged when a booking request has been accepted.

Once the host has accepted your booking request, you will receive more details such as the full name, address, phone number and email. For any further information and arrangements, we advise that you contact your host directly.

If the occurrence of an unforeseen circumstance was to occur, we strongly urge that you contact the host directly to make any changes. However, we hope that you understand that the changes you may want may not always be feasible as an agreement based on earlier terms has already been agreed at the time of placing your booking
In the circumstance that there is no common ground between the host and the guest; please contact us directly on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday (CET). Alternatively you can contact us via email: [email protected].

In the very rare instance that you are not able to get in contact with your host, please let a member of our team know by contacting us directly on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday (CET). Alternatively you can contact us via email: [email protected].

The amount which is refunded to guests depends on the cancellation policy that has been selected by the host for their property. Please keep in mind that the refundable amount includes additional fees like cleaning fees and security deposit.
Travelstaytion charges an admin fee on all properties listed on our website.
Please note that this charge is not refundable.
At Travelstaytion we have three different cancellation policies, flexible/moderate/strict.
Below you can find more details about these three cancellation policies.

FLEXIBLE
In case of a cancellation up to 2 weeks prior to the arrival date (check-in) the full amount of the booking will be refunded to the guest. In case of a cancellation up to 1 week prior to the arrival date (check-in), 50% of the booking amount will be refunded to the guest. All cancellations must take place by 12:00AM Central European Time (CET) on the appropriate day.

MODERATE
In case of a cancellation up to 1 month prior to the arrival date (check-in) the full amount of the booking will be refunded to the guest.
In case of a cancellation up to 2 weeks prior to the arrival date (check-in), 50% of the booking amount will be refunded to the guest.
All cancellations must take place by 12:00AM Central European Time (CET) on the appropriate day.

STRICT
In the case of a cancellation up to 2 months prior to the arrival date (check-in) the full amount of the booking will be refunded to the guest.
In the case of a cancellation up to 1 month prior to the arrival date (check-in), 50% of the booking amount will be refunded to the guest.
All cancellations must take place by 12:00AM Central European Time (CET) on the appropriate day.

If by any chance you changed your mind about a reservation and you would like to cancel, you can visit your dashboard, then go to travelling section where you will find your upcoming trips. There you can cancel your booking by clicking the 'Cancel' button. Alternatively, you can contact us on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday (CET). Otherwise you can contact us via email: [email protected].

At TravelStaytion we work very hard at ensuring that our hosts are verified and that accepted bookings are upheld by hosts. Therefore, we rarely expect or allow bookings to be cancelled by hosts. However, in the very rare instance that this was to transpire, our team will immediately ensure that we rectify the situation, or work on alternatives for your stay. If you need any further reassurance contact our team on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday (CET). Otherwise you can contact us via email: [email protected].

If for whatever reason you are due to receive a refund, expect to see the funds back in your account within 3 - 5 working days.

If you have a TravelStaytion voucher, you will be able to use this voucher code and redeem it against any booking made through TravelStaytion.com. When booking a property, on the check out page, look for "apply voucher code"; after you do so, the total price of the booking will include the discount.

- For "Book Now" properties
For book now payment you will be required to submit your bank details in order to submit the booking request. Your card will be charged only when the host has accepted your booking request. Any further payments that have been arranged with your host will be paid on the date of check-in.
- For 'Instant Book' properties
For instant bookable properties a payment will take place immediately after you have provided your bank details. Any further payments that have been arranged with your host will be paid on the date of check-in.

TravelStaytion does not accept cash payments under any circumstances. Once your booking request has been confirmed by the host you will be required to pay the full amount for your stay online, through the Travelstaytion secure payment system in order to secure the property and block your dates. Note: The transfer of funds in any other method other than our website is strictly prohibited. If in the rare instance, a host asks for payment with some other method please contact us on: +44 (0)20 3624 0359 from 9:00AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday (CET). Otherwise you can contact us via email: [email protected].

In case you pay outside our platform you are opting out of our terms of use and we are not longer able to protect your funds and interests. Paying through the website is the safest option and ensures your funds are always secured. If for any reason there is a problem, we can rectify it quickly as all payments are held for your own personal interest.
After you pay via our secure payment system, we hold the money for two business days from your planned check-in date, to make sure your check-in was successful.
If by any chance you are unsatisfied with the property you are staying in, we strongly urge that you contact us within 24 hours of your check in on: +44 (0)20 3624 0359 from 9:00 AM till 9:00PM Monday to Wednesday and 9:30AM till 7:30PM Thursday and Friday (CET). Otherwise you can contact us via email [email protected].

We accept payments mostly with credit and debit cards (Visa Debit/Credit, Master Debit/Credit, JCB, American Express and Paypal).

Yes you can. This is a great feature that has been created to improve your convenience and to provide flexibility. Travelstaytion allows you to pay your reservation in several instalments (up to four). The total price of the booking may vary depending of the number of instalments that you will choose to pay. However, paying in instalments is not always available. The split payment icon will be visible on the search results page, on the properties where this option is available. In the payment page you will be able to select the number of instalments as per your convinience.

If you cancel a booking that you are paying in instalments, the cancellation policy works as described. In case of a cancellation in split or shared payment booking plans, the customer is refunded based on the cancellation policy applied to the property. However TravelStaytion fees are not refundable.

According to our TravelStaytion Payment Plan terms, if you fail to pay your instalment within the deadline and you fail to notify us, your booking will be cancelled and we will refund you according to the cancellation policy.

On our platform you can invite your friends to share a reservation with you. To do so in the payment page, select the shared payment icon, and add the email addresses of the people you would like to invite to the payment. The booking will not be processed until everyone has paid their share of the total bill. All the invited guests, will be able to proceed to payment within 24 hours and the property will remain available until all guests have paid their share of the reservation. The total price of the booking may increase, depending on the number of people paying.

The currency that you will pay for your reservation will be the one requested by the host. The currencies that are currently supported are GDP, US Dollars and Euros.
We are currently working to provide different payment options in your more currencies. However, you can view the price in any available currency on our website. Simply go to to the bottom left of your screen to change it.

Additional fees can be included but are not limited to cleaning, security deposits or late/ early check in fees. The cleaning fee is always included in the price, however the security deposit is paid and processed directly with your host. Note: Any additional fees such as late check in or early check in, needs to be listed in the description of the property.

Yes, hosts are welcome to charge a cleaning fee, which will need to be added in the pricing section of the property and will be included in your total payment. Cleaning fees help with ensuring guest's comfort. The cleaning fee is not payable upon arrival and is processed through TravelStaytion.

Hosts are welcome to ask for a security deposit, but it is not processed through the website. Guests and hosts have to arrange it by themselves and agree on it. Your deposit should be fully refunded as long as there is no damage occurred to the property. The security deposit should be mentioned at the property page and at the booking confirmation. It should only be payable if it is mentioned clearly there.

No it won't. Your debit/credit card will only be charged when your booking request is confirmed.

You may receive an alternative option to the property you were initially interested in as the host was may not be able to meet your requirements. It's for this reason that hosts have the ability to recommend an alternative option matching the pricing and dates you originally requested. If this is a suitable option for you, you will be able to proceed to payment and book the property.