Planning a visit to London? Whether you’re here for a few nights or a couple of weeks, we’ve put together answers to the questions we get asked the most to help make your stay as smooth and enjoyable as possible. From transport tips and check-in details to local recommendations and safety information, this page covers everything you need to know before and during your short stay in the capital. Can’t find what you’re looking for? We’re just a message away.
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What methods of payment accepted?
We accept all major credit and debit cards, including Visa, Mastercard. Some properties may also accept bank transfers – check the listing for specific details.
How long does the booking process take?
Once you choose your dates and payment method, booking usually takes just a few minutes. Some properties offer instant booking, while others require host approval.
What do I do if I receive a tax statement?
Tax statements are usually for your records. If you’re unsure why you’ve received one or need help understanding it, contact us or your host directly.
Can I use more than one payment method to pay for a reservation?
In most cases, only one payment method can be used per reservation. However, some guests split payment using travel credit or vouchers alongside a card.
How do I edit or remove a payment method?
Go to your account settings, select ‘Payments’, and you can update or delete your saved card details there.
Booking Questions
When am I charged for a reservation?
You’re usually charged when the reservation is confirmed. Some hosts may offer payment in instalments, but this will be clearly stated during checkout.
Can I make changes to a pending reservation request?
Yes – if the host hasn’t accepted yet, you can amend dates or guest numbers by editing the request. For instant bookings, contact the host directly.
How do I find my reservation?
Simply log into your account and visit the ‘Trips’ page. All past and upcoming bookings will be listed there.
How do I check the status of my reservation?
Head to the ‘Trips’ section in your account to view the latest status – whether it’s confirmed, pending, or cancelled.
How do I cancel a reservation request?
Log into your account, go to ‘Trips’, select the reservation, and click ‘Cancel’. Be sure to check the cancellation policy for any applicable fees or deadlines.
Help on your reservations
What happens if my host cancels my reservation?
In the rare occasion of this happening, we will find a suitable replacement for the client ASAP.
Should I book if I have not heard back from the host?
If it’s a short term property, you don’t need a response. For others, it’s best to wait for the host to reply or choose a listing with quicker response times.
What is the Resolution Center?
It’s a support tool for resolving payment disputes, damage claims, or issues during your stay. You can submit a claim or respond to one through your account.
What should I do if I forgot something at a place I stayed?
Contact your host directly as soon as possible. Most hosts are happy to help return lost items when notified promptly.
How do I share trip details with others?
Go to your trip itinerary, and you’ll find an option to ‘Share’. You can send the details via email or messaging apps.