FAQ

Frequently Asked Questions

Q

How to find an apartment?

A

To find an available apartment for the certain dates, you should enter your check in and check out dates on the main page, specify how many people will stay in the apartment and click the button 'Search'. You will see all available apartments for your selected dates on the next page.

Q

How do I use filters?

A

In order to find a perfect accommodation, you can use filters to narrow your search results to the most appropriate options. You can filter search results by price range, number of rooms and necessary attributes by specifying them in the menu on the right side of the list of available apartments.

Q

How do I use sort the list of the apartments?

A

You have some options of sorting above the list of apartments. You can sort all available apartments by price, by proximity to certain places in the city, popularity and reviews rating. Just click on the appropriate button and choose the needed option.

Q

How to find out if the apartment is available?

A

Information about the availability of the apartment is displayed in the availability calendar on the page of the apartment (below the photographs and description). Grey color is for available dates, red - for the booked ones.

Q

Why does the price differs from the basic when I insert my check in and check out dates?

A

The price of the apartment depends on several factors, such as: seasonality, day of the week, term of stay, number of guests and public holidays.

Q

How can I contact the owner of the apartment?

A

After you confirm your booking with the deposit payment, you will receive an email with all owner's contact information. You can contact the owner and discuss all check in arrangements.
If you would like to ask some questions before booking you may press the button 'Ask owner a question'.

Q

How do I find out where the apartment is located?

A

Each apartment has an information about its location and the distance to the most popular landmarks of the city. This info is written under the text description of the apartment.

Q

Where can I see additional information about the apartment?

A

In order to find out the maximum amount of information about the apartment, you should pay attention to the description of the apartment: there will be indicated the presence or absence of certain services, the list of attributes, etc.

Q

How do I send a message to the owner?

A

If you would like to ask some questions before booking you may use our special 'Owner-Guest' form. Just press the button 'Ask owner a question', fill in a special form and feel free to send your message.

Q

Should I book if I have not heard back from the owner?

A

On average, owners reply to messages within 24 hours. Keep in mind, you may be in different time zones, or the owner may be without access to the Internet at the moment.
If the owner has not responded, please don’t be upset! Feel free to see other accommodation options in the area. You can message as many owners as you'd like and it is up to them to take a risk losing their chance at having you as a guest.

Q

How do I book an apartment?

A

In order to book the chosen apartment you should click on the button 'Book', fill in the booking form and follow next steps.

Q

When will I receive owner's respond?

A

Owner can answer immediately, and may do this in two days. But we do not recommend to wait for confirmation more than a day, and pay attention to the other accommodation options.

Q

Can I book an apartment without the deposit?

A

Yes, you can. Reservation with out prepayment is possible on the day of arrival.
Apartments whose owners have agreed to a reservation without the deposit are displayed in the list with a label 'No prepayment'.

Q

Is the price stated per person or for the whole apartment?

A

Each apartment has information about maximal accommodation of it. The price is based on maximum occupancy, so it is stated for the whole apartment.

Q

When can I check in?

A

Standard check in time is 13.00. You may always discuss any other variants of check in time with your owner before check in or before booking in advance. For all check in arrangements you should contact the owner of the apartment in advance. Please ask owner all questions you are interested in: transfer to the apartment, keys pick up, safety deposit, check in time, etc. It is necessary to agree all questions in details before arrival.

Q

What if the owner informs me that the apartment I already paid for is now unavailable but they have an alternative?

A

Some extraordinary situations may lead to the change of the apartment. If the alternative the owner offers you is suitable for you, you may accept it. In any case you can always contact our support team to solve all questions you might have.

Q

How can I cancel my booking?

A

In order to cancel a reservation, you need to use the link. You can find it in the letter which you received after successful confirmation of the booking. Please enter your order number and PIN on the page of your order. This will give you an opportunity to cancel the reservation.

Q

Cancellation policy?

A

Each apartment has a cancellation policy (usually it is 7 days prior to your check-in date), so if you cancel earlier than cancellation period, you will get a full refund of your pre-payment, otherwise your pre-payment is used as a cancellation fee.

Q

How can I change my reservation?

A

In order to change your booking, you need to to clarify and finalize the details with the owner, taking into consideration the cancellation policy. You can cancel the order and make a new one, or you can contact our support team.

Q

How can I get the money back if my order was canceled?

A

There are some different kinds of refunds.

Cancellation by the guest: if you cancel your booking due to some changes in your plans, you should cancel your booking in order to receive the refund in accordance with cancellation policy. The refund will be made the same way you have made the payment.

Cancellation by the owner: if owner cancels your booking, you can use your deposit for the new reservation + compensation voucher. Or we can refund you the deposit.

Compensation rools: if owner cancels your booking, you receive a compensation voucher which equals half of the one day cost of the apartment: you can use it in a new booking.

Still have questions? Just call us: +38 (044) 229-55-11