FAQs

What if I forget my password?

Try to login. Click on 'forget password' and enter the email address you used to create the account. Check your…

How can I delete my account?

If you want to delete your account, please contact at info@stayplanet.com and we will do it for you.

Are pets allowed?

You can find out if a certain property allows pets by selecting it and looking under the 'Hotel amenities' category.…

Do I need an account for booking?

Even if you don't need to sign up on our website for booking, it would be useful doing it because you will receive our…

Do I have to pay a cleaning fee?

Some hosts charge an additional cleaning fee. This will be added to your total booking price on the payments page. These…

How can I unsubscribe from the newsletter?

Click on 'unsubscribe' at the bottom of our newsletter email. You will be redirected to our website and you will…

What will happen after I create an account?

You will be able to have a personal page on our webpage. You will be able to see your bookings, your profile, your wishlist…

How do I know if the hotel offers parking, shuttle services and/or luggage storage and how do I book them?

Click on 'More details' to see if those facilities are included or not in hotel amenities. If you want to book them,…

When will I be charged for booking?

After you have made the booking request, the total of your booking will be immediately charged to your bank or Paypal account.

Can I request an invoice for my booking?

When you make a booking, your invoice is automatically created. You can download it from our website and it will also be…

How do I find out if the hotel offers certain facility (i.e. lift)?

You can find it out by selecting the property and looking under the 'Hotel amenities' category. Anyway, you can…

Which methods of payment are accepted for making bookings?

All major credit cards, debit card, and PayPal are accepted unless it is stated in the property details.

Do I need an account for booking?

Even if you don't need to sign up on our website for booking, it would be useful doing it because you will receive our…

Can I modify my booking?

Yes, it is possible. You can both contact us through info@stayplanet.com and ask for help to our live assistants.

I can't find my confirmation email. What should I do?

First of all don't forget to check your spam folder. If it is not there, please contact us at info@stayplanet.com

What are StayPlanet's policies on cancellations?

After selecting the property to stay and before selecting your accommodation, you will be able to see our cancellation policies…

Will I pay the full price for my child or children?

It depends on the property. Anyway, you are asked for setting the number of children before selecting your place to stay,…

How are refunds processed if a booking doesn't work out?

Refunds are processed according to our Cancellation Policy page. If a Host cancels a confirmed booking made via the site,…

Can I make a reservation without credit card?

It can't be done directly from our website but you can contact us at info@stayplanet.com at we will provide a solution…

Can I make a reservation for myself with someone else's credit card?

It is very likely, yes. Properties usually accept payment for a stay with a different card. To confirm that paying with…

I will be arriving late. Can I still check-in?

You can inform us that you will arrive late via email at info@stayplanet.com and we will let you know if it is possible…

Can I cancel a booking?

Yes! Any cancellation fees are determined by the property and listed on your cancellation policy. If they don't appear,…

What are the check-in and check-out times of a property?

You can find check-in and check-out times under the 'Details' category of every hotel. If not, contact us at info@stayplanet.com…

What are StayPlanet's policies on cancellations?

After selecting the property to stay and before selecting your accommodation, you will be able to see our cancellation policies…

How are refunds processed if a booking doesn't work out?

Refunds are processed according to our Cancellation Policy page. If a Host cancels a confirmed booking made via the site,…

How do I know if my booking was cancelled?

If your booking was canceled you will receive a confirmation email.

Why is the price on the checkout page different to the price on the search page?,

Without entering specific dates, you are given a unique starting price for each property. After selecting specific dates,…

Will I pay the full price for my child or children?

It depends on the property. Anyway, you are asked for setting the number of children before selecting your place to stay,…

When will I be charged for booking?

You will be charged instantly for the amount.

What does the price include?

All the facilities shown when clicking on 'More Details' of a room are included in the price.

Do I have to pay a cleaning fee?

Some hosts charge an additional cleaning fee. This will be added to your total booking price on the payments page. these…

Are the prices shown in Stayplanet.com per person or per room?

The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.…

Which methods of payment are accepted for making bookings?

All major credit cards, debit card, and PayPal are accepted unless it is stated in the property details.

Are taxes included in the price?

Unless it is specifically stated in the rooms details taxes are included.

Are the processing of payments and my credit card's details secure?

Yes, we use SSL encryption, so all payments will be processed through encrypted connections.

What taxes and fees are included in my booking?

Stayplanet.com does not charge a booking fee. Any additional charges or taxes you do see are defined by the property and…

Can I pay in every currency?

Yes, you can pay in any currency even though you are just able to see the prices in 10 different currencies. If your currency…

Is the breakfast included in the price?

Breakfast is not included in the price unless it is stated in the room details.

How do I contact the host of a property if I'm interested in booking?

You can contact a host using our messaging system located on the offer page. The exchanging of contact information, or any…

Does Stayplanet offer any kind of discounts?

Yes, sometimes. We suggest yo to suscribe to our newsletter and to follow us on social media to be informed about the latest…

What to do if I have questions before booking?

Probably this question can be answered in this section. If not, you can contact our live assistant just clicking on the…

How long will the confirmation of booking take?

You will be sent a confirmation email instantly.

How does the live help work?

To get help from our live assistant, just click on the live help window on the bottom right side of the screen. There, fill…




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