Question 1

Is my payment secure?

Accepted Answer

Yes, properly, not just "trust us." Bookable-tier payments run through Stripe Connect, the same infrastructure used by marketplaces far bigger than us. Stayfair Connect never sees or stores your full card number; the only thing kept afterwards is a reference (card brand and last four digits) so a saved card is recognisable later.

Question 2

What if I need to cancel my booking?

Accepted Answer

Plans change. It happens. Each property sets its own cancellation policy, shown clearly before you book, so there's never a surprise waiting at the end. When a Bookable-tier booking is cancelled, we work out the refund due against that policy and process it automatically, and no separate cancellation fee gets added on top of whatever the property's own policy allows. You can cancel from your account, or the property can do it on your behalf.

Question 3

Can my booking be rescheduled?

Accepted Answer

Yes. Life doesn't always cooperate with a calendar: you can change your dates from your account up to 24 hours before check-in, or the property can move your booking to new dates or a different room type. The price is recalculated for the new dates. If they cost more, you'll be sent a link to pay just the difference. If they cost less, the difference is refunded at the rate the stay's cancellation policy gives at the time, as if those nights were cancelled, and you'll see exactly how much before you confirm. A stay with a flexible date change Stayfair Perk refunds the whole difference if you change in time. Either way, your new dates are held as soon as the change is made.

Question 4

What’s the difference between "Listed" and "Bookable" stays?

Accepted Answer

Bookable stays take payment and confirm instantly through Stayfair Connect. Listed stays are a directory entry: you get in touch with the property directly using the contact details on their page, and the booking happens between the two of you, not through us. Either way, you're still talking to a real person who owns the place, not a call centre.

Question 5

Do I need an account to book?

Accepted Answer

No, you're welcome to book as a guest with just your name, email and phone number, no strings attached. Creating an account just means you can see your bookings and favourites in one place afterwards, rather than needing to find the confirmation email again.

Question 6

Where do I see my bookings?

Accepted Answer

In your account, if you have one. Otherwise, your confirmation email has everything: the property's details, your reference, and a link to cancel if you need to. Worth keeping that email somewhere safe either way.

Question 7

I have a question about my actual stay. Who do I ask?

Accepted Answer

The property itself. Their contact details are on their listing page, and for a Bookable booking, in your confirmation email too. They know their own rooms, their own neighbourhood, and their own check-in process far better than we ever could, and they'd genuinely rather hear from you directly than have a message pass through us first.

Question 8

A listing shows as "Unclaimed". What does that mean?

Accepted Answer

Some listings use publicly available information about a property that hasn't yet joined Stayfair Connect itself. The owner hasn't signed up, so there's no live pricing or booking on that listing yet. If it's your business and you'd rather it wasn't listed at all, contact us and we'll take it down; if you'd rather it was a proper, up-to-date listing instead, you can claim it in a couple of minutes from the listing page itself.

Frequently asked questions

Good questions, honestly answered

Frequently asked questions

Good questions, honestly answered