We list properties from hundreds of independent property owners - many of whom will ask for payment in advance into their personal bank account, and we appreciate you may have concerns about making a payment in this way.
Coolstays Safe Payment Guarantee is our way of assuring you we are confident your money is going to a legitimate property owner, so your money is safe and protected from fraud.
Dispute over cancellation and refunds - this is not cancellation insurance. Your booking will always be subject to the owner’s terms and conditions which you must be aware of, especially cancellation and refund terms
In the unlikely event of a complaint or dispute we always ask you first to contact the owner or manager to attempt to resolve a dispute directly with them. We are of course always available to advise you in these circumstances.