Frequently Asked Questions

Welcome to Vacedo's Help Center. Here you can find the answers to our most frequently asked questions as well as tips about using Vacedo.

guest
I'm a Guest
host
I'm a Host
I'm a Guest
  • Getting

  • How do I book a property?

    To find available properties:

    • Enter your desired check-in and check-out dates

    • Enter the number of guests

    You can contact the host via the Vacedo messaging service to confirm availability or to ask any questions before booking.


    Making a booking request:

    Once you have selected a property, you need to send the host a booking request. To do this:


    • Click on the ‘Book Now’ button
    • Review the details and total price of your stay
    • Select your payment method
    • Enter your payment details
    • Click ‘Book Now’

    You must be logged in to make a booking. If you don’t already have a User Account, you can create one on this page.


    Confirmation from the host:

    As soon as you have submitted your booking request, the host has 24 hours to either accept or reject your request. Once the host has responded, you will receive an email following the acceptance or rejection of your request.

  • Why has my booking request been rejected?

    The host has 24 hours to accept or refuse your booking request before the request expires. A host might refuse a booking request because the calendar was not updated and the accommodation is actually not available, or other listing details for the property might have been not up to date e.g. price was not updated.

    If your booking request expires or is rejected by the host, we will suggest alternative properties for you to book.

  • How do I check in?

    Once your booking request has been accepted, we recommend that you contact the host as soon as possible to arrange a suitable check-in time and meeting point. If you’re running late or your flight is delayed, let your host know as soon as possible so they can coordinate the key handover and new arrival time.

    You can contact your host via the Vacedo messaging service or using the host contact information provided in the ‘My Trips’ section of your User Account.

    Some hosts require guests to pay extra fees such as a security deposit or a cleaning fee. If the host requires any extra fees from you, the amount and method of payment must be stated clearly on the listing page.

  • How do I cancel a booking?

    You can cancel a reservation any time before or during your trip. To cancel a reservation:

    1. Go to the reservation you want to cancel, click Cancel
    2. Choose Cancel Reservation

    If you cancel, your refund will be determined by your host’s cancellation policy. We'll show you your refund breakdown before you finalize the cancellation.

  • What do I do if my host cancels my confirmed booking?

    We will notify you right away if the host cancels your booking. A member of our team can assist you in making a new booking or you can choose to have a full refund for your booking.

    If a host informs you about a cancellation but you haven't received notification from Vacedo, please contact us immediately.

  • What happens if I want to file a complaint about a property?

    If you are not satisfied with the property for any reason you must contact our Customer Support Team within 24 hours of checking in. A member or the team will help resolve the issue as quickly as possible.

    If there are any minor problems, including damages or items not working in the property, report these to the host as soon as possible so they can fix any issues.

  • How can I leave a review about a property?

    To help future guests make informed choices about which property to book, please leave a review of the property - it only takes 2 minutes and benefits the Vacedo community!

    Following your stay with Vacedo, we will send you an email with a link to create your review. You can also review properties after your stay by going directly to the 'Reviews' tab within your User Account.

  • Where can I find my booking information?

    You will receive the host’s contact details and the full address of the property via your ‘reservation is confirmed’ email. This information can also be viewed in the ‘My Trips’ section of your User Account. If have not received a ‘reservation is confirmed’ email, please contact us.

  • How can I search for properties on Vacedo?

    To find properties in your desired destination, simply enter the destination name and your check-in and check-out dates into the search box on the vacedo.com home page and click the ‘Search’ button. You can also narrow down your search by entering the number of guests.


    You will then see a list of all the available properties in that area. On the search results page, youcan further filter the results by price, type of property, amenities and districts. You can also filter search results by using the map provided to zoom in on your desired location. Click on the photo or title to view more details about that specific property.

  • How do I create a guest user account?

    You need to create a User Account to be able to contact hosts and send booking requests. It does not cost anything to create an account. If you are not logged into Vacedo via a User Account, your message will not be delivered to the host.

    To create a user account on Vacedo click on the ‘Sign up’ button at the top right hand corner of the website. Then sign in via your Facebook profile, or enter your name, email address and desired password to register.

    Once you click the ‘Register’ button, you will be brought directly to your new user profile where you can complete your profile and upload a new profile picture.

    Having a User Account is a great way for potential hosts to know a bit about you in advance. It also allows us to process your bookings securely and improve user transparency. In addition, your user account logs each booking you make, and with this information, we can provide you with the best possible customer support.

  • Manage my account

  • How can I delete my account?

    If you would like to delete your Vacedo User Account, please contact our Customer Support Team.

    A member of our team will delete your User Account for you. You will receive a confirmation email as soon as your User Account has been deleted.

  • How can I unsubscribe from the newsletter?

    You can unsubscribe from our newsletter by clicking the ‘Unsubscribe’ button found at the bottom of the newsletter.

    You can also contact our Customer Support Team who can cancel the subscription for you.

  • Why do I need to create a User Account to make a booking?

    Creating a User Account on Vacedo assures a more secure booking process and improves user transparency. It is also a good way for you to introduce yourself to hosts - by providing a full profile about yourself, you decrease the possibility of refusals for your booking requests as some hosts prefer knowing a bit about their guests in advance.

    We also recommend that you upload a picture of yourself as it is another way to improve user transparency and allow the host to know you a bit better. If you prefer not to upload a profile picture, give a full description about yourself so hosts can get a better view about who will be staying with in their property.

    In addition, having a User Account allows you to use our messaging system where you can contact the host before you make a booking request or after your booking request has been accepted.

    Furthermore, having a User Account allows you to keep records of your bookings.

     

  • If I sign-in with my Facebook account, will it be visible on my profile?

    If you choose to sign in to Vacedo using Facebook, only your name and Facebook profile picture will appear on your User Account. No other information from Facebook will be made available on Vacedo.

  • Find a property

  • How do I search for an accommodation on Vacedo? / How do I use search filters?

    Find properties in your desired destination by entering the destination name into the search box on vacedo.com and clicking the ‘Search’ button. You can narrow down your search by entering the check-in and check-out dates and the number of guests.

    You will then see a list of all the available properties in that area. You can further filter the results on the search page by price, type of property, amenities and districts. Offers can be arranged by most popular, price low to high and price high to low. View more details about that specific property by clicking on the photo or title.

    Properties which you like can be stored by clicking on the ‘add to favourites’ button.

  • Why can I see the exact address of the property?

    We display a basic indication of where a property is located, limited to the street name and a map of the surrounding area. We withhold the exact street name and building number in order to protect the privacy of the host.

    Once your booking request has been accepted by the host, you will be sent a ‘resevation is confirmed’ email which includes the host’s contact details and the full address of the property. You can also view this information in the ‘My Trips’ section of your User Account.

  • Why do some properties have a few or no reviews? / Why is important to read the reviews?

    Some properties may be new on Vacedo or previous guests may not yet have left a review. Properties will gradually acquire reviews over time.

    Reading reviews is important when choosing a property. Reviews allow you to have a more objective view about the property, find out more about the host and whether other people enjoyed their stay. We recommend that you read the reviews before completing any booking.

    We also recommend that having stayed in a property, you leave a review so that future guests can have a clearer picture of what to expect.

  • How can I see which amenities are provided by the property?

    To find the list of amenities a property offers, click on the property to go to its listing page. Below the pictures of the property are a list of the amenities which the property offers.

    An available amenity may not have been checked by the host and therefore does not appear in the amenities list. However, it may appear in the property description or ‘House Rules’ section of the listing. If a specific amenity you desire is not mentioned anywhere on the listing page, you can contact the host using the Vacedo messaging service to see if this amenity can be provided.

  • What types of property are available to book?

    A variety of property types are available to be booked on Vacedo and include apartments, holiday homes, private rooms, villas, chalets/cabins, farmhouses, castles, treehouses and boats.

    If you choose to book an apartment, the entire property will be inhabited just by you and is not shared with the host or other guests.

    Booking a private room means that there may be some rooms in the property which are communal spaces and the property will be shared with the host and/or other guests. The room itself however will not be occupied by anybody else but you.

    We recommend that you check the listing description for more details or contact the host using the Vacedo messaging service if you have any doubts as to whether the property will be inhabited by you only.

  • What are the 'House Rules'?

    The ‘House Rules’ are a list of guidelines which the host asks guests to adhere to when staying in their property. The ‘House Rules’ can be found on the listing page of a property and are placed below the amenities of the property. Listed in the ‘House Rules’ section are guidelines including no-noise periods, smoking rules, no pets, etc. The ‘House Rules’ section will also include information about any additional fees which guests have to pay at check-in e.g security deposit, cleaning fee, etc.

    Guests should contact the host using the Vacedo messaging service if they are unsure of any of the ‘House Rules’.

  • Make a booking

  • Do I have to pay a security deposit, and if so, how?

    Some hosts require that you pay a refundable security deposit as a means to protect their properties against possible damages. If a security deposit is required, the information will be included in the property description.

    You may be required to pay the security deposit at the time of your check-in. This information will be included in the property description or will be provided by the host once your booking request has been accepted. Any alternative arrangements regarding the security deposit will also be provided by the host. We advise that you do not pay the security deposit before check-in. If you have any questions about the security deposit before submitting a booking request, you can contact the host using the Vacedo messaging service .

    The security deposit is refunded in full following your stay as long as no damage has occurred. Please keep in mind the security deposit is not processed by Vacedo but is a private matter between the guest and the host.

  • How is the currency rate calculated?

    The currency rate is calculated by the exchange rate provided by the European Central Bank on the same day which you submit your booking request.

  • Pay for my booking

  • How much will my total booking cost be?

    When browsing our properties without entering specific dates, a starting price for each property is displayed. After choosing a property and entering the specific dates of your trip, the exact price is calculated and displayed. The price is dependant on the rates that the host has set for the dates you have selected.

  • How can I pay for my booking?

    On the check-out page, you can select your payment method. We accept payment using all major credit cards.

    Other fees which may occur are a security deposit for the property and any other extra fees which the host has put in place (e.g. cleaning fee, late-check-in fee, etc.). These extra costs will be mentioned in the description of your property. You can contact the host using the Vacedo messaging service regarding how to pay these fees, and to ask any questions.

  • How can I contact Vacedo?

    To contact a member of our Customer Support Team, please send your query via our contact form. We recommend that you describe your concerns in detail so that we can help you more quickly.

    Before you contact us, we kindly ask that you make sure that your question is not already answered in our Help Center. 

    In case of an emergency, please contact us using our emergency phone number (this number will be included in the booking confirmation email you will receive).

  • Is it possible to pay upon arrival?

    Payment is only possible through the secure payment system on our website. If a host asks you to pay on arrival, please contact us immediately.

    Extra fees such as a security deposit and cleaning fee may be paid at check-in. You can contact your host using the Vacedo messaging service if you have any questions about paying extra fees.

  • Do I have to pay a cleaning fee?

    A cleaning fee is sometimes required by the host. If a cleaning fee is required, the information will be included in the property description.

  • Which payment methods are accepted by Vacedo?

    We accept payment using all major credit cards and PayPal. You can choose from these options and other local payment methods on the check-out page when making a booking.

  • Cancel my booking

  • How do I cancel my booking?

    All cancellations must be processed through Vacedo to ensure a smooth and secure process. If you cannot commit to a booking request or need to cancel a booking, please fill in the contact form making sure that you include your booking code and the email address attached to your Vacedo User Account. Our Customer Support Team will handle your cancellation request and inform your host. You do not need to take any further action. Cancellation is not official until you have received a confirmation email from us.

    The amount refunded is dependent on when you cancel a booking, and the terms of the cancellation policy chosen by the host. One of four cancellation policies, 'Flexible', ‘Moderate’and ‘Strict' and 'Super Strict', will apply to the property you have booked. 

  • What should I do if my host asks me to cancel the booking?

    If a host contacts you and asks that you cancel your booking, please contact us immediately. You should state clearly in the contact form that it was the host who asked to have the booking cancelled.

    We will advise you further about how to proceed.

  • Make a check-in

  • When will I receive the host's complete contact details and the address of the property?

    As soon as you proceed with the booking payment and your booking is confirmed, you will receive their contact details and the full address of the property via your ‘booking accepted’ email. This information can also be viewed in the ‘My Trips’ section of your User Account.

  • How do I check in once I arrive at the property? / How are keys exchanged?

    We recommend that you contact the host as soon as possible after your booking request has been accepted to arrange a suitable check-in time and meeting point. The keys of the property will be handed over at a time and place agreed between you and the host. The host will advise you if the handover of keys will take place at a location different to the property you have booked.

    Let your host know as soon as possible if you’re running late or your flight is delayed. This way they can coordinate the key handover and arrive at the property on time for you. Your host can be contacted via the Vacedo messaging service or using the host contact information provided in the ‘My Bookings’ section of your User Account.

  • How can I get advice about how to arrive at the property?

    You can contact the host to find out how to arrive at the property. As the host is local to the area, they will be able to advise you the easiest and most efficient way to travel from the airport/train/bus station or your home to the property.

    You can contact your host via the Vacedo messaging service or using the host contact information provided in the ‘My Bookings’ section of your User Account.

  • When is my check-in time?

    The available check-in period of a property is listed in the ‘Conditions’ section of the property description page. We suggest checking that the period indicated by the host is also suitable for you before submitting a booking request.

    As soon as you proceed with the payment and your booking request has been confirmed, we recommend that you contact the host as soon as possible to arrange a suitable check-in time. We advise that you let your host know as soon as possible if you’re running late or your flight is delayed, so they can coordinate the key handover and arrive at the property on time for you. You can contact your host via the Vacedo messaging service.

  • In case of any problems

  • What should I do if my host is not reachable for check-in?

    In the unfortunate case that you cannot contact the host when it comes to the check-in time, we advise that you immediately call us using our emergency phone number (this number will be included in the booking confirmation email you will receive).

    If it is not possible to contact the host, we will do our best to relocate you to another property with similar conditions as the property which you originally booked.

  • What happens if a host makes a claim on my security deposit?

    If a host makes a claim on your security deposit and you do not agree with the circumstances under which the claim was made, please contact us and we will further investigate the matter.

  • What if my host cannot offer me the property that I have booked?

    Every booking made through Vacedo is a contractual agreement and should be respected as so by the host and guest. Therefore, the host should not provide the guest with any other property other than the one which the guest booked on Vacedo.

    However, you can accept the alternative property provided if you are satisfied. If you are not satisfied with the property being offered by the host, please contact us and we will do our best to provide you with a replacement property.

  • What should I do if I am not satisfied with the property?

    If you are unhappy with the property for any reason you must contact our Customer Support Team within 24 hours of checking in. We will do our best to help resolve the issue as quickly as possible.

    If the property is not as described on the listing page, please call us on the emergency phone number (this number will be included in the booking confirmation email you will receive). We will do our best to relocate you to an alternative property similar to the one originally booked.

    If there are any minor problems, including damages or items not working in the property, report these to the host as soon as possible so they can fix any issues.

  • Review about a property

  • Why should I write a review?

    We highly recommend that you leave a review following a stay in one of our properties. Reviews are important to future guests as they allow them to have a clearer picture of what to expect from a property.

    Reviews are beneficial to hosts as well as guests as they detail their trustworthiness.

  • How can I correct my review?

    If you would like to delete or alter the information of a review you have posted, please contact our Customer Support Team.

  • How can I submit a review and what information should I include?

    In order to help future guests make better choices about where to stay, leave a review of the property - it only takes 2 minutes and benefits the Vacedo community!

    Following your stay with Vacedo, we will send you an email with a link to create your review. You can also review properties after your stay by going directly to the 'Reviews' tab within your User Account.

    Reviews should include real and honest facts which future guests can rely on when making a booking. Posting an honest review also allows guests to have an objective view of the property. Therefore, we suggest that you stick to facts which were relative to your stay. If you think that the host can improve the property somehow, you can leave a private review for the host to read.

    You should not disclose another person's personal information in your review. Reviews which include personal information, as well as vulgar and offensive expressions, will be amended or removed by Vacedo.

  • Will I receive a review from my host?

    Hosts have the option to leave a review of you as a guest. Reviews from past hosts are helpful to future hosts to get to know you better. They also can help build your trustworthiness as a guest.

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