Guest FAQs

Booking Questions

Booking Questions

How do I ask more questions about how StopSleepGo works?

Please feel free to contact our customer support team.

What happens when you take my payment details?

When you submit your payment details for a booking the amount of the booking is pre-authorized for payment. The authorized amount will not be processed until the Host accepts your booking. If the host does declines your booking or does not respond to your request you will not be charged.

When will I be charged for a booking?

After an Owner has accepted your booking request your payment for the booking will be processed.

Why is the total price sometimes different from the nightly rate listed for a property?

Some owners charge an additional fee for cleaning, extra guests and other items. This is stated in the details for each property. There is also a 3% service fee from StopSleepGo, with a minimum charge of $65.

Am I required to give a security deposit?

Some hosts may require a security deposit, which is not catered for within the StopSleepGo platform. If a security deposit is required it should be clearly stated on the listing or made clear through the messaging system. Any agreement should state clearly when the deposit will be returned. It is up to the Host to arrange deposits directly with the Guest. If any difficulties arise surrounding the security deposit please feel free to contact our Customer Support Team.

About The Listing

About The Listing

How do I see more photos?

If you contact the host through the messaging system and let them know you are interested in their property, most will be willing to send more information.

Can I check the host’s exact address?

We do not disclose the exact address prior to booking, although you may be able to see the street and surrounding area on a map. Once the booking is complete a guest will be able to obtain the exact address.

Do you only list apartments?

Take a look through the site and you will see we offer a wide array of different property types. These range from villas through apartments, single rooms, shared rooms and mobile homes.

I can’t find any reviews on the property I am looking at, why? We only solicit reviews from guests once their booking at a property has finished. If a property is relatively new, or seasonal, then there will be some lag between it appearing on our site and the first review appearing. As a listing matures more reviews will appear. Can I take my dog?

Some hosts are amenable to pets and others do not allow them. There is an indication on the listing as to whether the owner allows pets, but it is always best to check directly with a host to be absolutely sure – especially with more exotic pets!

The price on the calendar appears to change during the period of my proposed stay?

Hosts may have different prices for different dates. This may reflect higher weekend or seasonal rates, or a period when there is much higher demand in the area – for a sporting event or festival perhaps. Your booking is probably overlapping two different price points.

How can I connect with the host?

There is an on site messaging system that facilitates communication between hosts and guests. It can be used for enquiring and booking and getting to know the host better. However, swapping personal contact details is prohibited and will be blocked – this is to keep you, the host and StopSleepGo safer.

Knowing Your Host

Knowing Your Host

I am interested in a place, how should I contact the host?

Use the messaging system on the site to get in contact with or ask questions of the host. On this system it is prohibited to exchange personal contact information – this is to protect both yourselves and the host.

The host I am looking at seems to have an incomplete profile with no photo, what should I do?

If you want any more information from a host at any point, please feel free to use the onsite messaging system. Some hosts are a little more private than others and so put less onto their profiles and some have simply not found the time to complete it yet. We do advise a complete profile as it does garner a greater sense of familiarity, especially a photo, but it is not an obligation.

I can’t find any reviews on the property I am looking at, why?

We only solicit reviews from guests once their booking at a property has finished. If a property is relatively new, or seasonal, then there will be some lag between it appearing on our site and the first review appearing. As a listing matures more reviews will appear.

How do I deal with a situation where I have an issue with the host?

If an unexpected issue arises that you cannot sort out with the host please feel free to contact the Customer Support team who will try to help.

When will I hear if my booking has been accepted?

Our hosts are required to respond within 24 hours or else the booking request will be cancelled and we will try to help you to find alternative accommodation

How will I get the keys?

Arrangements for key handover should be made and agreed upon before the trip. In most cases the host will hand over the keys but in some cases it will be a third party and this should be made clear to you before you leave as well as the time and location for the handover.

Your Safety

Your Safety

What can I use to pay?

We accept most major credit cards.

How do I know the property is there?

We verify every property listed by phone and do not release payment to our hosts until after you have checked-in. However, please contact our customer support team if the property is not there and we will help arrange alternative accommodation.

How do you process the refund in case of a cancellation?

Transfer of funds will be intitiated on the day that we confirm your cancellation. It may take 3-5 working days for the funds to reach your account in some cases. Please read our Cancellation Policy page for further information about cancellation.