Help Center

After Booking

Can I expedite the landlord’s response to my booking?

We contact the landlord as soon as we receive your reservation but the landlord has 48 business hours to respond to your request. In any case, we will contact you to give you an update on the status of your booking.

My booking has been accepted, now what?

Once your booking is confirmed we will send you a confirmation email, capture your payment (if you have paid via Paypal) and send you your landlord’s contact details so you can contact him/her directly and arrange to pick up the keys and move in!

What happens after I book?

Once we receive your payment authorization, we immediately contact the landlord to confirm your booking. However, the landlord has 2 business days to accept your booking request.

What happens if after 12 hours my booking is rejected?

In the case your booking is rejected you will have two options available. Your booking agent can change your booking to a different room/flat that is of your interest and meets your needs.

If you do not like any of the options sent to you by the agent, you can request the cancellation of the booking and no money will ever be captured .

What happens if the landlord doesn’t accept my booking request?

If you receive an email saying that the Landlord has rejected your booking, your booking agent will send you some other options that might be of your interest. If you like one of those options you just need to reply to that email. If, on the contrary, you do not like any of the new options and you wish to cancel your booking request, you just need to inform your booking agent via email and he/she will proceed to void your payment authorization. Your payment authorization will be fully voided since it has been the landlord who has rejected your booking request.

If, on the contrary, you do not like any of the new options and you wish to cancel your booking request, you just need to inform your booking agent via email and he/she will proceed to void your payment authorization. Your payment authorization will be fully voided since it has been the landlord who has rejected your booking request.

My booking wasn’t accepted but I don’t have my payment back

To book a property you made a payment authorization. If your booking wasn’t accepted by the landlord, your payment was not captured by us. If you didn’t like any of the options your booking agent showed you and you asked to cancel the request, your payment authorization was automatically voided.

Nevertheless bear in mind that depending on your payment method, country and bank, it might take some time for that amount to be unblocked in your account.

When I make a new booking request do I have to pay again?

No, it is not necessary. We will make the alternative booking using the payment you have already authorized.

If the new booking total is greater than your initial payment we will request the difference from you once the booking is accepted. If the new booking is less we will refund you the difference.

Why was my booking rejected?

There are many reasons why your booking could be rejected:

Nevertheless, don’t worry about it. Your booking agent will show you some other options that are similar to your preferences so that you can still find your perfect home. If you don’t like any of those options, the booking agent will proceed to void your payment authorization.

How can I contact the landlord after my booking?

When your booking is accepted by the landlord we will send you an email with the landlord’s contact details. You can choose to use the phone or the email address provided to contact your landlord.

Please contact him/her to arrange your arrival to his/her property.

What do I do if I do not receive a response to my request?

If you do not hear back from your booking agent within 48 business hours of booking a property, there is a chance that our bookings team is waiting for the landlord because he/she is temporarily unreachable or cannot simply respond to your request. In any case, you can contact us by sending an email to

In any case, you can contact us by sending an email to [email protected] or by replying to the email your booking agent sent you.

My landlord still has not gotten in contact with me. What should I do?

If your move-in date is close and the landlord still has not responded by email, we suggest you to try and give him a call or send him a message via WhatsApp. If your landlord is still not answering, please let us know so we can assist you, by sending us an email to [email protected].

Please, bear in mind that some landlords only reply to tenant’s emails a few days before the check in.