GoStaySpain Support

Guests - Frequently Asked Questions


Finding A Holiday Rental

How do I search for a holiday rental?

Just write the name of the location you’d like to stay in one of the search boxes, enter the dates you wish to travel and the number of persons and click “search” – a list of holiday rentals available at your destination will appear.

Is it safe to use GoStaySpain? How do you prevent scams?

At GoStaySpain we have every measure in place to prevent fraud and our system is very safe. We look after our Guests every step of the way. Rental profiles are checked by us online and by telephone. We also collect reservation payments from Guests and do not pay Hosts until two days after the start of the Guest’s stay to ensure that the Host has fulfilled their obligation to provide the rental to the Guest in good condition, and as described.

GoStaySpain Guests can also provide reviews which provide useful information to future Guests about rentals.

What’s the difference between an “entire property” and a “private room”?

A private room is located in a bed and breakfast establishment, boutique hotel, guest house or even, may be offered in a private home. It is a private room for you in a shared building- so there may be a shared dining room or kitchen, for example.

In an “entire property” you will not be sharing any part of the property with anyone, except your own group.

Why can’t I see the exact address and contact details of the holiday rental?

The Host prefers to keep the exact address and their contact details confidential until after booking has been confirmed, when the full address of the holiday rental and contact details will be sent to you.

How can I enquire about a holiday rental?

Just sign up to www.gostayspain.com and you will be able to use our secure messaging system to request availability from a Host/owner or ask questions you may have about a holiday rental, not covered in its online description.

When can I contact the Host/owner directly?

All details for you - the Guest to contact the Host directly - email, telephone number, address etc will be given to you, as soon as the Host has confirmed and accepted your Booking Request. You may then contact the Host directly to sort out your arrival details etc. Any questions you have regarding the holiday rental prior to booking can be sent to the Host via the GoStaySpain site messaging system- for example regarding availability.


Payments

Do I pay through the website? Should I pay offline by another method?

You pay the full amount of your booking by card online through GoStaySpain's secure payment system. If you experience a problem with your payment, please contact us. Once your payment is processed, your money is safe and the cancellation policy chosen by the Host applies.

Do not pay outside of GoStaySpain's secure payment system, by money transfer, cash on arrival, or any other payment method. If you do not pay by card through GoStaySpains’s secure payment system, we cannot offer you any protection in case of fraud. If any Host suggests that you pay outside of GoStaySpain’s secure online system please contact us.

Please note that this only applies to your booking fee. Hosts may ask for and specify how to pay a security deposit or extra charges such as cleaning fees. Security deposits and extra charges will generally be payable locally, though. If you are staying in a guest house or b n b and consume drinks or food not included in the room price, you will be asked to pay for these locally too.

When do I pay for the holiday rental?

You need to provide credit/debit card details and pay the full amount for your stay during the booking process. This needs to be done online, through GoStaySpain’s secure payment system. Do not pay GoStaySpain or Hosts by any other method as you will not be protected by the GoStaySpain Guarantee. If you experience a problem with your payment, please contact us.

Do I have to pay the full rental amount or just a booking deposit and cash upon arrival?

To book a stay with GoStaySpain, you need to pay the full amount by card up front once the Host has accepted and confirmed your booking.This needs to be done online, through GoStaySpain’s secure payment system. We accept payments with most major debit and credit cards. If you experience a problem with your payment, please contact us. There is no booking deposit, nor do you directly exchange money with the Host unless the Host has specified additional fees to be paid locally, usually when you check in. Never agree to pay outside of GoStaySpain’s secure payment system, by money transfer, cash on arrival, or any other payment method. If you do not pay by card through GoStaySpain’s secure payment system, we cannot offer you any protection in case of fraud. If any Host suggests that you pay outside of GoStaySpain’s secure online system please contact us.

Why do I have to pay the full rental amount when I book?

We have designed our system to protect Guests and Hosts from scams. Hosts know they need to offer a perfect stay, as advertised, to receive payment. As we hold the payment, Guests can be sure that we will not pay their Host until two business days after their planned check in date. So , if a Guest has a problem with their holiday rental they can contact GoStaySpain's customer support (this must be within 24 hours of the planned check in date) so we can negotiate with the Host to try to rectify the problem , pay a new Host for an alternative holiday rental, or even offer a full refund. This is our GoStaySpain Guarantee.

What payment methods do you offer?

We accept payments with most major debit and credit cards. This needs to be done online, through GoStaySpain's secure payment system.

What currencies are accepted?

Payments are taken in the currency specified by the Host/Owner. GB Pounds sterling and Euros are accepted.

Can I pay on arrival? I don't feel comfortable paying in advance

Payment on arrival isn’t allowed for safety reasons. When you pay by card through our secure payment system, GoStaySpain holds your money for two business days after your planned check in date to make sure your check in goes smoothly, that everything is well at the property and your money is safe. To book a stay with GoStaySpain, you need to pay the full amount by card up front, once the Host has accepted and confirmed your booking. This needs to be done online, through GoStaySpain’s secure payment system. We accept payments with most major debit and credit cards. If you experience a problem with your payment, please contact us.

Once you arrive at your chosen holiday rental, if you are unhappy about anything you need to first raise your concerns with your Host. If the issues still remain unresolved you can contact us (this must be within 24 hours of your arrival) and we’ll take appropriate action on your behalf. You can get in touch with us by phone or email – details are on your booking confirmation / itinerary and at contact us.


General

How do I find my GoStaySpain account?

At the top right hand of every page it says LOG-IN .Click here and enter your chosen username and password. This will take you to your Account DASHBOARD.

Where can I change the currencies of the holiday rentals? What currencies are accepted?

On the top right of each page is a currency box. GBP Pounds sterling and Euros are accepted.

How can I leave a review for a holiday rental I have stayed at?

After your stay - we will send you an email asking you for your feedback.

Please bear in mind that only Guests, who booked their stay through GoStaySpain , can submit a review, so you can be sure that our reviews are from real Guests.


Holiday Rental Review Guidelines

These guidelines complement the Terms of Use, which apply to all the content you publish on our site, including your reviews. Reviews provide a personal opinion of a holiday rental a Guest has stayed in which may be of use to a future Guest.

You may not publish reviews about a holiday rental if you are the Host or if you have a professional or personal relationship with the host.

Your review must:

  • be about your stay at the holiday rental you are reviewing and the services your received from of the Host
  • be accurate where you state facts
  • be honest where you state opinions
  • comply with all applicable laws

Your review must not:

  • contain defamatory, obscene or offensive language
  • contain any details about your use of the GoStaySpain site or any persons at GoStaySpain
  • contain the full name, contact details or address of any Host

How we use your reviews

While we are not required to moderate content on GoStaySpain, we may check reviews you leave about a holiday rental. We may ask you to supply us with documentation supporting your review and we reserve the right to edit or remove reviews that are in breach of the Terms of Use or these guidelines.

We will not however remove reviews where you and the Host disagree about events and it is impossible to determine who is right. In such cases, we encourage Hosts to reply to your review to present their side of the matter.


The Booking Process

The Host has confirmed my availability request, what shall I do now?

After the Host has replied that the holiday rental is available for your requested dates you can go ahead and ‘Book now’. You can then provide your personal and payment details.

It’s advisable to book quickly to secure the stay, as the holiday rental is still available to other Guests until the Host has accepted and confirmed your booking and your payment has been processed.

What happens if I am delayed or want to check-in late?

If you need to check-in late you will need to arrange this with your Host. You should always arrange your approximate arrival time with your Host. Make sure you always have their contact details ready, in case you are delayed or the plan changes, so you can let them know.Guests and Hosts have each other’s contact details to make sure that everything goes well.

When will I be able to contact my Host directly?

Once your booking is confirmed, you will receive all of your Host’s contact details – full name, address, email and phone number. They will get yours too.

I have already confirmed my booking, but the number of Guests has changed. What do I do?

When you made your booking with the Host you also agreed certain terms with them-such as number of Guests. If you wish to change certain terms– including the size of your travel party – you should contact your Host immediately to find out if the they are happy with change and if any additional charges will be incurred. The acceptance of changes and additional charges are at the Host’s discretion.

My host has confirmed my booking, but I have tried to contact them about check-in and I have had no response.

After a booking is accepted by both Host and Guest-both parties receive each other’s contact details (phone number, email, full name and address) so that they can immediately contact each other to sort out arrival details and directions to the holiday rental etc. If you are getting no response from your Host please email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will assist.

I have a confirmed booking but I would like to change the dates of my stay-what shall I do?

In this case please contact your Host directly. They may be able to accommodate a change of dates if the holiday rental is available, but please note that your Host may ask for an additional payment, especially, if you change the length of your stay. This is entirely up to the Host.

Will I get a refund in the event of a natural disaster?

If the weather is very severe or there is a natural disaster, we still maintain the cancellation policy that was agreed at the time of booking. However, we encourage Hosts to supply refunds in these circumstances. Any refunds beyond the cancellation policy are ultimately the Host’s decision, but travel insurance should protect you. We advise you to have suitable travel insurance in place.

The Host is asking for a damage deposit cleaning fee?

Details about damage deposits and any other charges such as cleaning fees are given on the Holiday Rental Listing page. These details should also appear on your booking itinerary. Usually, these details are sorted locally with the Host. If the Host takes a damage deposit you must make arrangements with Host for its return to you on your departure. This arrangement is entirely between Guest and Host. Your deposit should be refunded as long as there is no damage to the holiday rental Please check directly with your Host for further details.

Do I have to pay cleaning fees?

This depends on the Host. The cleaning fee may be an additional cost, or may be included in the price. If you are unsure, please check directly with the Host.

How do I cancel my reservation?

Send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. and we'll assist you with your cancellation.

How long will it take for me to receive my refund?

Once we have processed your refund we’ll email you and let you know. Refunds issued to debit or credit cards should take about 3-5 business days to process, but each card provider has different processes and timings.

My Host has cancelled my reservation. What do I do?

A host should contact GoStaySpain first, in the unlikely event that there is a problem with a booking and they have to cancel your stay.If a Host contacts you directly to cancel please email This email address is being protected from spambots. You need JavaScript enabled to view it. immediately or call us at the number given on your booking itinerary email. We will then be able to discuss options and alternative properties with you. The payment you made for the booking that has been cancelled can then be used to book another property, or you can have a refund, if you prefer.

If the Host contacts you to cancel your booking, it is very important that you let us know immediately by calling the number displayed on the booking confirmation/itinerary email so The GoStaySpain team can help you as explained above. We will also contact the Host to ensure they understand our Host Cancellation Policy, which requires them to contact GoStaySpain first, so we can take care of Guests.

What are the cancellation policies?

Cancellation policies protect our Hosts and Guests in the event of cancellations by the Guest. GoStaySpain offers Hosts 3 different cancellation policies. The amount that a Guest will be refunded is determined by the cancellation policy the Host has chosen. You can always see which cancellation policy is in effect on the holiday rental listing.

Please note that GoStaySpain’s fees and charges are non-refundable and will be retained by us in all cases. Please see our Booking Terms for more information.

Hosts can choose from the following cancellation policies.


Cancellation Policies

  1. Relaxed: Bookings cancelled up to one week before arrival date will receive a 85% refund ( our admin costs/ fees are deducted and are non-refundable).So if a Guest cancels less than one week before arrival the Host will be paid their rental fee.
  2. Moderate: Bookings cancelled up to 2 weeks before their arrival date will receive a 85% refund (our admin costs/ fees are deducted and are non-refundable) So if a Guest cancels less than 2 weeks before arrival the Host will be paid their rental fee.
  3. Firm: Bookings cancelled up to 4 weeks before their arrival date will receive a 85% refund( our admin costs / fees are deducted and are non-refundable). So if a Guest cancels less than 4 weeks before arrival the Host will be paid their rental fee.

All cancellations must be made by contacting This email address is being protected from spambots. You need JavaScript enabled to view it. in writing


The Check-in Procedure

How are keys exchanged?

Once your booking is confirmed you will receive the Host’s contact details and can arrange with them about picking up the keys. The Host may welcome you personally at the holiday rental (particularly in a B n B or guest house). For entire properties you may be welcomed personally by the Host or a representative of the Host, or the keys may be in a lock box, or there may be a keyless entry code which can be sent to you by email, or a key may be sent to you in the post before you leave.

Please make sure you arrange the key pick up method with your Host well in advance of your arrival date.

Please note that some Hosts may ask you to provide some form of identification before they give you a key and access to their property. This can be a normal procedure and you should not feel offended by this.

What is my check-in time?

Check - in is usually in the afternoon or early evening. Once your booking is confirmed please contact your Host immediately to arrange your check-in time. If you require a specific check-in time we recommend you message your Host to arrange this before booking.

How do I check in once I arrive at the holiday rental ?

You need to contact your Host to arrange all details regarding check in and check-out procedures, directions to the holiday rental, keys, emergency contact etc. It is important that you to do this as soon as your booking is confirmed.

What happens if I booked a holiday rental but the Host doesn't show up?

In the unlikely event that this should happen, please try to contact your Host as they may have been delayed due to an unforeseen circumstance. If you can’t reach the Host, please contact us by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or calling the phone number provided on your booking itinerary. You must do this within 24 hours of your planned check-in time. We will try to assist you in resolving the situation. However, the first step is to try to resolve your concerns with the Host directly. GoStaySpain holds onto your payment for two working days after your planned check- in date, so you can be sure that your money is safe.

If you aren’t able to resolve the matter with the Host directly, please tell us as soon as possible (but always within 24 hours of your arrival) and we will take the appropriate action. If necessary we will do our best to find you suitable alternative accommodation.