Booking, payment, and cancellation terms

Upfront payments, deposits, payment methods, cancellation policy, and any additional fees.

Full terms and conditions can be found here.

When will I be charged?

You will be charged for your reservation at the moment the host confirms your stay. For homes on Instant Book, this is immediate. For homes on Request to Book, a pre-authorisation is placed on your card when you send the request, and the charge is made once the host confirms your stay.

Payment is always taken upfront.

Do I have to pay the full amount upfront?

Depending on the cancellation policy, length of stay, and check-in date, we may be able to offer a more flexible payment plan. Go to the property landing page and view the Cancellation Policy:

What is the cancellation policy?

The cancellation policy is set by the host, so it varies from home to home. You will always see the policy for a particular home in the details section of that listing before you book.

Stay Luxe hosts choose from a set of approved policies grouped into three types:

• Flexible: full refund of the accommodation amount up to the cutoff (7, 30, or 60 days before check-in), then no refund.
• Moderate: full refund early, a 50% refund in the middle window, then no refund closer to check-in.
• Strict: 50% refund of the accommodation amount up to the cutoff, then no refund.

For the full breakdown of every policy, see “Choosing the right cancellation policy link (Host)”. Please note the Stay Luxe processing/service fee is non-refundable in all circumstances, and cancellation deadlines are based on the property’s local check-in time.

Do I have to pay a security deposit?

The security deposit listed is not usually taken as part of your booking. It is the maximum amount a damages claim can be brought against you. To make a claim, the host must provide evidence of damage, which needs to be agreed by all parties before any payment is taken.

A small number of hosts do take a security deposit at check-in. The host will reach out to you directly if they require a security deposit.

Are there any additional charges or fees?

Once you enter your dates and number of guests, the total price shown includes all taxes and fees, so there are no hidden costs. The only exceptions are optional additional services you choose to add, such as early check-in or a rollaway bed, and any home-specific fees such as pool heating or bringing a pet. Any such fees are listed in the details section of the listing.

What currency will I be charged in?

Your display currency should automatically match your home currency. To view or pay in a different currency, click the currency selector at the top right of the screen.

If your display currency is one of our supported currencies, you will be charged in that currency. If your display currency is not one of our supported currencies, you will be charged in the host’s currency.

Can I change my payment method at a later date?

Because we take payment upfront, it is not possible to change your payment method after payment has been taken.

Can I pay in cash at the property?

No. Full payment must be made upfront before you arrive at the home.