I’ve cancelled a stay, when will I get my refund?

Once your refund is confirmed as complete, the funds automatically leave Stay Luxe. For an exact date, contact your bank, as the timing depends on them. Most banks take two to three working days to process the incoming payment, though it can be quicker.

Please note the Stay Luxe processing/service fee is non-refundable in all circumstances, and the refund amount is based on the property’s cancellation policy.

What should I do if I forget something at a place I stayed?

If you leave something behind at a property where you stayed, contact the host as soon as possible with details of the items. If you cannot reach the host, get in touch with our Customer Care team [add support contact or form link], and we can help you get in touch with them. 

What should I do if I can’t get in contact with my host?

Our guidelines ask hosts to respond to guests within 24 hours. If you urgently need assistance and cannot reach your host, please contact our Customer Care team via live chat, or complete this form [add support contact or form link]. Our Customer Care team will aim to respond within 24 hours. 

Who should I contact if I have any questions during my stay?

Your host should be your first point of contact. You can reach them through the Stay Luxe booking messaging, or use the contact details provided in your booking confirmation email.

What should I do if I break something at the place I’m staying?

If something is damaged during your stay, please contact your host immediately with details of what has happened. Should any amount need to be taken from your deposit, your host will reach out to both you and Stay Luxe.