How can I delete my account?

Currently, this can only be done by contacting our customer support team. If you would like to delete your account, they will be helping you in the process.

What if I forget my password?

Incase of forgetting your password, please click on the forget password option in the signin form to reset your password.

Should I upload a photo of myself?

This is not obligatory, but we recommend it nevertheless.

Why do I need to sign up to make a booking?

In order to process your bookings securely and improve user transparency, we require that you create a Stayoo account. This also allows us to keep records of your bookings on our system and assists us in providing you the best possible support.

What should I do if I have a problem when arriving at my accommodation?

In order to get a quick solution, please contact our customer support team and we will try to resolve your problem as quickly as possible.

How do I file a complaint if I am unhappy with my experience?

If you would like to make a complaint, please email our customer support team and we will respond as quickly as possible. All complaints must be submitted within 24 hours of checking in to your accommodation.

Why should I leave a review?

Leaving a review is a great way to give feedback on your stay, which is extremely useful for future guests

What if a host's property does not have Stayoo Verified status?

This means the property is still not verified and we are constantly in the process of getting to know our hosts better. Once the property is verified, Stayoo will add a verified status to the listings.

If I sign-in with my Facebook account, will it be visible on my profile?

Your Facebook account can only be used to bypass our regular registration tool. Your name and Facebook photo will appear in your Stayoo profile, but no other Facebook information will be included. You will have to complete the rest of your Stayoo profile manually.

What should I do if a host doesn't respond to a booking request?

If a host does not respond to a booking request within 24 hours, the booking will automatically be cancelled and we will contact you to arrange for an alternative.

What should I do if I encounter problems with a host?

If you have a problem with a host and cannot resolve it personally, we advise you to contact our customer support team. If you feel it is necessary to make a cancellation, this must be submitted via email to our customer support team and we will do the needful.

Why do some hosts have not displayed their photos as their profile picture?

We encourage all of our hosts to upload their photos, but we have not made it an obligation and they are free to use an appropriate picture of their choice.

Why are some of the hosts' profiles incomplete?

Some hosts have not yet completed their profiles. If you are seeking more information, we advise you to contact them via the messaging system on the offer page.

Can I request an invoice for my booking?

Yes, you can request an invoice for your booking. You can do so by clicking on the Dashboard and selecting the trip for which you would like an invoice under My Trips. Click the Request an invoice button and fill in your billing information to submit the request. Your host will receive your request and will get back to you by email or another preferred communication method. Hosts are provided with a tool to generate an invoice for you. If the host does not reply to your invoice request, please contact our customer support team and we will help you to get in touch with them to follow up the invoice.

Why is the price on the checkout page different from the price on the search page?

While browsing the offers without entering specific dates, you will see only a starting price of each property. The exact price is calculated only when you select specific dates and it depends on the rates set by hosts for various dates. Hosts may charge different rates for different seasons, weekends and also based on number of guests. There may also be cleaning fee or special charges for weekly stay or monthly stay etc., All the price details can be found in the "Quick Overview" table on the offer detail page.

How long does it usually take to receive an acceptance or a refusal from a host?

We have a policy that requires our hosts to respond to booking requests within 24 hours, although almost all of our hosts respond a lot sooner than that. If a host does not respond within 24 hours, we automatically cancel any booking requests and will assist you in finding an alternative. When your booking request expires or is refused by the host, the total booking amount reserved in your account will be automatically released. This can take 3-5 working days to reach your account. Since there is no confirmed booking, Stayoo will not charge you.

Can I change my mind and reverse my decision after making a booking?

If you want to change your booking request or change the dates that has already been confirmed, please send an email to our customer support team and we will advise you on the further action.

Can I find out if a property is available on a particular date before I attempt to book it?

Yes. You can check whether a property is available by selecting the 'Availability' tab on an offer page before booking.

How many people are allowed to stay in a particular property?

This is different for each individual property. However, you can find maximum number of guests allowed in the details list given on the offer pages.

How can I contact a host?

You may use the messaging system to contact hosts directly. We are happy to facilitate communication between hosts and guests. However, attempts to transfer contact information through the messaging system will be automatically rejected.

Why the prices are different for certain dates?

Hosts are welcome to change the prices for different dates. There can be a number of reasons for this, including peak booking times, holiday seasons etc. Hosts can set special daily, weekly and monthly rates. Some hosts also choose to have extra charges for extra guests or a cleaning fee. Check "Quick Overview" table on the offer details page to know about additional prices.

Are guests allowed to bring pets along with them to their accommodation?

We suggest you to check the 'amenities' tab to know whether pets will be allowed in the particular accommodation of your choice. Each accommodation has their own rules when it comes to allowing pets. If you are not sure about it, you can send a message to the host by clicking the 'Contact me' button next to the host's picture on the listing and post your queries.

Why do some properties have few or no reviews?

Some properties may be new on Stayoo or previous guests may not yet have posted a review. All listed properties will eventually acquire reviews over time.

Why some accommodations contain only a few photos?

We ask hosts to upload a minimum of three photos for each listing, and usually our hosts upload more. If you would like to see more photos of any particular listing, we suggest you to send a message directly to the concerned host conveying your interest to see more photos.

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