Frequently Asked Questions
Question: What is your cancellation policy?
Answer: We offer a full refund for cancellations made up to 30 days before arrival and a 50% refund for cancellations made up to 14 days before arrival. No refunds are issued for cancellations within 14 days of arrival. Please note that all refunds are subject to a 6% payment processing fee.
Question: I’m confused about all the different fees—can you help explain?
Answer: You’re not alone! Even many hosts and property managers find the fee structure confusing. Let’s break it down, using VRBO as an example (with no annual $699 subscription):
- Host Fees: 5% + 3% = 8%
- Guest Fees: Approximately 14.5%
Hosts pay 8% of the booking total (before taxes), and guests pay around 14.5%, bringing the combined total to 22.5%.
Here’s an important detail: platforms like Airbnb, VRBO, and Booking.com calculate their host fees based on the total booking amount, including cleaning and extra fees. This creates a "snowball effect," driving up guest totals. For example:
- On a $2,000 3-night stay with a $450 cleaning fee, the difference in total fees can reach $1,444.99!
- Guest total: $7,288.50 (direct booking) vs. $8,733.49 (OTA booking).
For more details, check out this [Airbnb Community Forum link].
Want to learn more or calculate the fees for your own stay? Download our Direct Booking vs. OTA Fee Comparison Spreadsheet and update any numbers to reflect your situation.
Question: Who are Superhog and is it safe to share my email/phone/address with them?
Answer: Successful completion of both host and guest verification is a requirement for our insurance. Before you arrive you will be asked to complete guest verification through third-party provider Superhog (it is same/similar verification to Airbnb and VRBO). They handle guest verification to ensure compliance with short-term rental regulations and to provide extra protection for both guests and properties. Superhog will contact you via email and/or text to complete the verification. Please do so prior to arriving at the property to enable a quick and easy check-in process. Superhog is committed to keeping your data safe and secure. They consistently review their security protocols to ensure compliance with the highest industry and global standards in data handling. They will never sell your information to a third party. Details on their data protection policies can be found here. Superhog is registered with the ICO under registration number ZA518818.
Question: Can you explain how the security deposit works?
Answer: We offer two options for security deposits:
- Credit Card Hold:
- A temporary hold is placed on your card (similar to VRBO).
- This hold is automatically released within a week of check-out, provided no damages are reported.
- Insurance Option:
- Guests can purchase insurance as an alternative to a deposit.
- Occasionally, we offer complimentary insurance—follow us on social media for updates!
For Airbnb bookings, no specific amount is held; they place a general hold, which is only charged if damages are reported.