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About This Property

Disclaimer

This FAQ page is specific to a selection of TripAdvisor properties. There are many different partners that list properties with TripAdvisor. As a result, the payment options and owner contact methods may differ from property to property. For property-specific FAQs, view the info in the upper right corner of the inbox.

Finding a property

How do I find out if a property is available for my vacation dates?
Each property has a calendar showing which dates are available for bookings. If the property is available for your vacation dates, send a message to the owner/manager via the TripAdvisor inbox.
What does the "Peace of Mind" badge on the listing mean?
Bookings for properties displaying the Peace of Mind badge qualify for Payment Protection. In the unlikely event that access to the property is prevented or denied upon check-in, we offer a full refund for the stay.

You must pay for your stay online via the TripAdvisor inbox to be covered by Payment Protection. If you pay the owner/manager directly you're not covered by our policy. Learn more.
Why should I use the TripAdvisor inbox to pay the owner/manager?
You're only covered by Payment Protection when you pay online using the TripAdvisor inbox. If you pay the owner/manager directly you're not covered by this policy.

Payment Protection is only available on properties displaying the Peace of Mind badge. Learn more.

Contacting owners/managers

How will the property owner/manager contact me?
This owner/manager will contact you via this inbox. We'll notify you by email whenever you receive a new message.
I want to know more about this property. How do I contact the owner/manager?
You can email this owner/manager via the TripAdvisor inbox. For example, you may need extra information about the property's location and features, or you might want to know whether the owner accepts pets.

When sending a message, include as much information about your group and plans as possible. It will let the owner/manager better understand your needs.
What if I don't receive a response?
You can send another message via this inbox. If you still don't hear anything we suggest finding another place to stay.

We do ask all property owners and managers to respond promptly to every inquiry, but unfortunately it's not always possible.

Making reservations

How do I book?
First, contact the owner/manager via this inbox. If the property is available he or she will send you a quote that includes the payment instructions. You can then pay via this inbox by credit/debit card or PayPal.

Stay protected: you must pay via this inbox to be covered by Payment Protection. Learn more.
How do I know if my booking is covered by Payment Protection?
Only properties with the Peace of Mind badge qualify for Payment Protection - look for the badge on the right side of the inbox.

You're only covered by Payment Protection when you pay online using the TripAdvisor inbox. If you pay the owner/manager directly you're not covered by this policy. Learn more.
Can I call the owner/manager before making a booking?
No, the owner's/manager's phone number will only be displayed once the booking has been confirmed. Unfortunately we can't share direct contact information until a payment has been made.

You can still email the owner/manager via this inbox if you have any questions.

Making payments

How and when do I pay for my reservation?
Pay for a stay at this property via this inbox and your payment will be covered by Payment Protection. First, send the owner/manager an email inquiry to see if the property is available. If it is, he or she will send you a quote with details of when payment needs to be made by. Simply click the yellow 'Pay now' button to pay securely by credit/debit card or PayPal.
What forms of payment does this owner/manager accept?
To be covered by Payment Protection, pay for this property via the TripAdvisor inbox by credit/debit card or PayPal.
Which currency can I use to pay?
You'll need to pay in the currency that the owner/manager has specified. This will either be British Pounds, Euros, Australian Dollars, US Dollars, Swiss Francs, Canadian Dollars or Thai Bahts.
Can I pay using more than one payment method?
Yes. As we don't store your payment details you can use a different credit/debit card or PayPal account when you pay the final balance.
How can I view or print a receipt for my payment?
You can view and print your receipt through this inbox. From here, you can also print the emails you receive.
What are TripAdvisor's fees?
At TripAdvisor, we invest in trust and safety to give you extra peace of mind. Payments made online through our site are covered by Payment Protection, letting you focus on enjoying your vacation. We charge a small booking fee, calculated as a percentage of the total reservation cost (this does not include the refundable damage deposit and the advertiser's extra fees, if any).  
Do I need to pay tax on my booking?
If applicable, VAT or sales tax is included in the price. You may want to ask the owner/manager directly if any other taxes apply.
How do I know if my payment was processed?
You'll receive a payment confirmation via email once the payment has been successfully processed. The receipt will show the booking details and conditions, including check-in and check-out dates. You'll also get a receipt from PayPal to confirm that your payment has been processed.
The owner/manager is asking for more money but I've already paid. What should I do?
There are some owners/managers who may ask for the damage deposit or cleaning fees to be paid separately. However, please be aware that we cannot validate any requests or provide Payment Protection on payments that take place outside of the TripAdvisor inbox.

Damage deposits

How do I pay the damage deposit?
All payments for this property, including the damage deposit, must be made via the TripAdvisor inbox. You'll pay the damage deposit when paying the final balance for your vacation.

If everything is in order after your stay, the owner/manager will refund your damage deposit either in cash or by cheque, bank transfer or PayPal.
What does TripAdvisor do with my damage deposit?
Your damage deposit is transferred to the owner/manager approximately 48 hours after you've checked in to the property. If everything is in order after your stay, the owner/manager will refund your damage deposit either in cash or by cheque, bank transfer or PayPal.
What if the damage deposit is withheld and I disagree?
The owner/manager who you booked with is responsible for any repayments of your damage deposit. We do not hold the damage deposit for you, so cannot get involved in any disputes.

Check your booking contract to see whether it outlines a timeframe for refunding your damage deposit. Contact the advertiser directly if you're unsure or the timeframe has expired.

Arriving at the rental

How does the check-in and key exchange process work?
Each owner/manager has a different way of managing the check-in process. Your booking contract should outline the details. If it doesn't, ask the owner/manager before the start of your vacation.

For example, some owners may use lock boxes or keyless entry codes, or may simply send you the key before you arrive. Others like to meet their guests at the property to go over the check-in/check-out details. Some property managers arrange for keys to be picked up and dropped off at an office close to the property.
Now that I've booked, how should I plan for my trip before I arrive?
The property's advert page may include details about what to pack, the location and things to do in the local area. Feel free to contact the owner/manager if you have any questions or would like some more information.
What if I can't reach the owner/manager before I arrive?
First, try calling the owner/manager using the phone number shown in the property details section in the upper right corner of the inbox. Be patient and allow them a little time to respond - they could be out of phone signal or just unable to answer when you called.

Remember: if you were given the contact details of a local representative, always call them in the first instance.

If you're still having problems, contact TripAdvisor customer services on the phone number mentioned on your booking form.
What if I can't access the property when I arrive?
Please contact the owner/manager if you’re unable to access the property at check-in. In the majority of cases they’ll be able to resolve any problems.

If you're unable to contact the owner/manager or resolve the matter and you paid for the booking via the TripAdvisor inbox, you may be able to make a Payment Protection claim.

To make a claim, you must:
  • Contact TripAdvisor customer services within 24 hours of the check-in date stated on your booking form. See the booking form for the phone number.
  • Submit a claim form (pdf) within 10 days of the start of the vacation. Instructions for submitting the form are detailed on the document itself.
What if there's a problem with the property when I arrive?
If the property doesn't meet your expectations, contact the property owner/manager immediately. The sooner you raise your concerns the sooner they can be resolved. Do not leave it until you get home unless you've already tried your best to contact them.

If you’re unable to contact the property owner/manager or unable to resolve the matter with them, please contact TripAdvisor customer services (on the number listed on your booking form) with details of any inaccuracies.

Changing and canceling reservations

How do I change my booking?
If you need to move your vacation dates or make another change to your booking, please contact the owner/manager via this inbox. TripAdvisor is not able to change a booking on an owner/manager's behalf.
How do I cancel a booking?
Contact the owner/manager to cancel your booking. If you need to, contact TripAdvisor customer services for assistance (the phone number is on your booking form).
How can I protect myself from fraudulent owners/managers?
By paying online via the TripAdvisor inbox, you're covered by Payment Protection. Learn more
Why should I have a booking contract?
It's important to see the booking contract before securing a booking. A written agreement helps you and the owner/manager cover all terms of service and will help to clarify any outstanding questions.

You can see the booking contract for this property via your booking form.
What is the most secure way of paying?
We recommend that you pay via the secure TripAdvisor inbox so you're covered by our Payment Protection policy. You can pay by credit/debit card or PayPal.

We advise travellers not to pay the owner/manager directly as there is no protection for these payments in the unlikely event of fraud. Be cautious of owners/managers who ask you to pay with cash or by Western Union or MoneyGram. Payment requests by wire transfer can be legitimate, but run the risk of being associated with a potential scam. On the rare occasions when a scam occurs or in an unforeseen circumstance when the rental is not lawful, your credit card company may be able to help, giving each traveller added protection.

If you have any questions about the home you're renting that cannot be addressed by the owner or manager, please contact us.
Is my payment insured?
Although you're not insured for renting a property, when you pay via the TripAdvisor inbox you're covered by Payment Protection. With Payment Protection we offer a full refund if access to the property is prevented or denied upon check-in. Learn more.