Help Center

Booking And Payment

How can I book?

In order to place a booking request for a property you just need to select the property/room and your move in/out dates, then press the “Request to book” button. If you are booking a room in a particular property, please make sure to select the room you are interested in. You will be directed to a form, where you’ll need to fill in some information about you and your stay. Once you complete this, you will proceed to send your payment authorization.

In order to begin your reservation process we will need your payment authorization. The amount captured will only be 1 Euro which will be immediately refunded back in order to check if your payment method is valid. The first month rent and the booking fee will only be captured by Fiction if your booking is confirmed. You can also pay via debit or credit card.

How can I pay for my booking?

In order to process a payment authorization you can use different payment methods:

What do I pay when I book?

When you make the reservation you authorize the sum of the first month’s rent and our booking fee. The booking fee is calculated based on the length of your stay and the rental price.

You can try booking a room/flat by selecting the dates, and pressing book now, it will show you the exact booking fee you’ll have to pay.

The Fiction fee is only paid once per booking request.

How is the Fiction booking fee calculated?

The Fiction booking fee is a one time fee calculated based on the length of your stay and the price of the rental month. You can try booking a room/flat by selecting the dates, and pressing “book now”, it will show you the exact amount.

Can I contact the landlord directly?

As Fiction is responsible for the booking process, we will deal with all the relevant communication with the landlord and the tenant before your booking is accepted. Once your booking is confirmed, we will share the landlord’s contact details with you.

If you have questions about the status of our booking you can ask your booking agent, if you have already been assigned one, or ask our Customer Service via the online chat on our web page.

Can I book several properties at the same time?

As you must authorize a payment for the booking to be processed, we advise you to only book one property at a time, although there are no limits on the number of properties you can book.

We would strongly recommend that you check our Cancellation Policy if you are thinking about booking several properties.

I want to book two beds in a twin bedroom but I can only pay for one

If you wish to book two beds in the same room and the price is only for one of the beds, you need to contact our Customer Support Team when you are ready to book via the live chat on our website and they will help you.

Another option is that you place two booking requests, one per bed, specifying under the details section that those two booking requests should be processed together. Including the booking reference ID for the first booking in the second would help in this matter.

My payment authorization failed

If your payment authorization failed it might be because when you made the payment on our online platform, it was interpreted as a fraudulent payment seeing as your credit card flagged it as a suspicious one (this usually happens when the amount for the payment is a sum of money greater than what you usually spend on individual purchases or the place where you realize the payment varies from that stated as your billing address).

What you must do now is get in contact with both your bank and your credit card company and make sure to authorize the amount of money that you sent to us when you made your original payment. Seeing as we did not receive the money in the end (it was rejected by our platform), your credit card company should be able to process that return and it should hopefully appear in your account as available in a few days max. When it is back again, you must do the payment process over again.

If you have any doubts, don’t hesitate to contact us at [email protected].

How do I know if my payment has been received?

You will receive an email that confirms the success of your payment authorization , but we will only capture 1 euro and immediately refund it back in order to check if your payment method is valid. The first month rent and the booking fee will only be captured after your booking is accepted.

How do I know the payment is secure?

If you decide to make the payment authorization online, via PayPal or credit/debit card, you will be authorizing your payment via our payment platform, which has a solid record of security and trust. No card validation codes nor pin block data will be stored in the system.

Furthermore, the cardholder information is managed in the platform vault, using specific data security and encryption methods, which prevents any data thieves to make use of this information.

Can you contact PayPal for me?

Unfortunately, we cannot contact Paypal on your behalf. If you are concerned about the status of your refund or payment the best thing to do is contact your local Paypal service and/or speak to your bank.

The service Paypal offers to their clients is private and personal and, therefore, we cannot intervene nor manage this relationship.

Can I pay in cash?

As Fiction is an online platform, payments in cash are not allowed to make the initial payment.

Nevertheless, you have several payment options so that you can choose the one which best suits you: PayPal or Credit and Debit Card (Mastercard or Visa) .

What is the exchange rate?

The exchange rate fluctuates so we advise you to check this with your bank. There are several websites that can also give you this information but they are not binding.

In most banks (and Paypal) you have the option to pay in a different currency. In this case, you would be able to pay the exact amount needed and your bank would charge you the corresponding amount in your currency.