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Before, during and after your staycation.
I have a complaint
Do you have a complaint? Write to us on email@example.com, we will try to answer your request as soon as we can.
How can I book a slot for an experience included or added to my package?
If your staycation includes a massage, spa or pool privatisation, dinner or any other incredible experience, don't forget to book by contacting the hotel directly. You can find the contact details in the My Staycations section.
What time can I arrive at the hotel?
You will find the check-in time in "My Staycation" section. Your room and all hotel facilities will be available from this time but you are free to arrive later if you wish.
A friend or relative has booked for me, will I need their credit card when I check in?
The reservation is fully paid, so the card used for payment is not necessary. However, a credit card and an identity card in your name are required for check-in.
I have just booked, can I add an extra or upgrade to my booking?
If your reservation has already been confirmed, please contact the hotel directly to upgrade your room or add extras. You can find the contact details in "My Staycation" section.
I want to add a person to my reservation
If you have booked for one person but there are two of you, no problem. Simply contact the hotel to change your booking at no extra charge. You can find their contact details in "My Staycation" section. However, if you have booked for two people but you want to be three, you will have to make a new reservation. For more information, please contact us at firstname.lastname@example.org, we will be happy to answer your questions.
Until what time can I use the hotel's facilities?
You can enjoy your room and all the hotel's facilities right up to check-out time. Some hotels even offer late check-out options at extra cost to extend the pleasure (or sleep in).
I want to change my booking details
To change the details of your booking, please contact the hotel. You will find their contact details in the "My reservation" section.
I just booked a Staycation but I have two different hours for the check-in/ check-out, which one is the good one ?
No worries! I confirm that you have to refer to the early check-in or late check-out located in " My experience " section on your confirmation, if you have this element included in your package. If you have any doubts, do not hesitate to contact us at email@example.com
I have a special request
Got a special request? If you're booking now, drop your message in the 'What is the reason for this staycation' section at the bottom of the payment page. If you've already booked, please get in touch with the hotel directly: you'll find contact details in the "My staycations" section and in your confirmation email.
What do I need to check in?
When checking in, you'll need to have two documents with you: Proof of Identity / ID A bank card (for any extras you'd like to purchase, and because walking around in a dressing gown is a whole lot more fun without a bank card in your pocket) If you've booked for a third party, that's totally fine: just let them know they'll need to bring their own documents.
I'm at the hotel and I've got a problem, who should I get in touch with?
The easiest thing to do is to contact the reception. They're highly trained specialists who know the hotel like the back of their hand, so they should be your first point of call. If the problem still persists, please send us a detailed description of the issue at firstname.lastname@example.org and we'll get back to you as soon as we can.
Where can I get an invoice?
Need to mix business and pleasure? Send us your booking information and your company's details at email@example.com, and we'll get back to you shortly.
Can I change my booking?
Unfortunately, you can't change the hotel or the date you booked your staycation for. If you'd like to purchase an add-on or upgrade your room, please get in touch with the hotel directly. You'll find its contact details on your My staycations page.
Can I cancel my booking?
Unfortunately, our offers are non-cancellable and non-refundable. If you really can't go, you can always be kind and give your staycation to a friend. Just make sure you get in touch with the hotel to notify them of the change.
I haven't received an email notification
Don't worry, it's cool. Just breathe in, then breathe out, then make sure you're checking the email account you used to sign up to Staycation. You might also need to check your spam folder: despite all our efforts, some of the algorythms still drop our emails in strange places. If you still can't find your confirmation email, that's okay: just make sure your booking has been confirmed on your "My staycations" page. Then show up to the hotel on your staycation day with your booking number i
I can't seem to book
If your booking hasn't gone through, please try again. If it still won't work after you've tried a few times, it could be due to one of the following reasons: 1. You're using Internet Explorer We highly recommend changing your browser and visiting our website on Chrome or Safari (since Internet Explorer hasn't been updated since 2016 - RIP). 2. Your card has been declined Try again with another card. If the problem persists, please contact your bank. 3. Your basket has expired