Help
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Getting started
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- Getting started
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Renting a property
Renting a property
We advertise self-catering holiday properties belonging to owners and agents. We have all types of property all over the world and a dedicated customer support team to assist you with the renting process. Clickstay provides an online platform for you to book and communicate directly with owners and agents. The payment process is managed by us which means your money is secure because you do not need to transfer directly to the owner’s bank account.
We provide a property listing space for owners and agents so that they can present all the detailed information and photographs that you need to choose a holiday home which meets your requirements.
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Choosing a destination
Choosing a destination
We have over propertyCount properties in 71 countries around the world, and counting. Choosing a destination is a simple process; just type your destination in to the search bar to discover the different types of property available. If you are struggling for inspiration, check out our destinations and inspiration pages, or our blog, where we regularly post articles. If you are on a budget or fancy a bargain, try our late deals page to help you decide where to go.
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Searching for a property
Searching for a property
At the top of most of the pages on Clickstay there is a search bar where you can enter a destination, check-in and check-out dates. If you have arrived at the search page without specifying your travel dates and number of guests, select these to ensure only suitable properties are displayed. This ensures that the price shown is for the total booking, rather than the ‘per week from’ price.
On our search page there are lots of filters that you can use to narrow down the results and find the best property for you. This includes the property type (villa, apartment, riad, etc), swimming pool type (shared or private), and booking type (instant booking or on-request booking).
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Booking a property
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- Booking a property
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Instant booking
Instant booking
Instant booking refers to properties where the calendar is kept up-to-date meaning you can book and pay for a property without having to wait for confirmation from the owner. It is really useful when you have found a good price for flights (or other transport means) because you can book everything at the same time.
Occasionally a property which is advertised as instant booking will need confirmation from the owner. You will be alerted to this whilst checking out. No payment will be required until the owner has confirmed the booking.
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On-request booking
On-request booking
On-request properties require the owner to confirm your booking. Payment for on-request properties does not need to be made until the owner has confirmed the booking. You should expect to hear from the owner within 48 hours. When you are in the process of requesting a booking we display similar properties that may be suitable just in case the property is not available.
Sometimes on-request bookings are declined by the owner. If this happens, one of our sales advisors will be in touch to help find you an alternative property.
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Contacting the owner
Contacting the owner
Prior to making a booking, you can contact the property owner using your Clickstay account. You can ask the owner questions about any special requirements that you may have, or ask for more details if a piece of information is missing from the property page.
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Discounts
Discounts
An owner can set up three types of automatic discount; early, late and long stay booking discounts.
When making a booking, if a property has a discount available for your dates it will automatically be applied to your booking. You will be able to see the amount discounted when on the check-out page. When searching for a property, you can filter the results to only show properties that have an automatic discount available. On the property page, go to the discounts and extras tab to see if the property has discounts available.
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Discount and voucher codes
Discount and voucher codes
If you have received a discount or voucher code from an Owner or us, you need to enter it when on the check-out page so we can apply it to the booking cost. Unfortunately if you do not enter the code when on this page, we are unable to apply it to a booking later.
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Changeover days
Changeover days
Owners may set up specific days of the week that they would like bookings to begin and end. These are marked on the property page under the prices and availability tab.
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Extras
Extras
Extras are either paid with the booking through Clickstay, or paid locally, usually on arrival at the property. The details of when the extra will be paid can be found on the property page and is shown on the cost breakdown on the check-out pages.
Compulsory extras: these are charges that owners may add to their property which apply to every booking. These often include things like cleaning, and may be based on occupancy or length of stay.
Optional extras: these are optional charges that owners may add to their property for you to decide whether you would like to add them to your booking. These often include things like pool heating, transfers, or a maid service.
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Breakage cover
Breakage cover
A breakage cover is a sum of money (set by the owner) in case of any breakages and/or damages that may occur during your stay. The owner will specify which (if any) breakage cover they require for a booking. The owner specifies on their property advert how many days after your check-out date they require in order to check their property for breakages and/or damages.
A breakage cover may be paid through Clickstay; this includes the Non-Refundable Breakage waiver and Refundable Breakage Deposit. If you pay one of these options, in the unlikely event that something is damaged, a claim will be handled through our system.
Non-Refundable Breakage Waiver: this is a non-refundable amount of £31.00, $50.00 or €44.00 which covers you for up to: £300.00, $450.00 or €340.00.
The terms of the Non-Refundable Breakage Waiver can be found here.
Refundable Breakage Deposit: this is a refundable amount of money that is set by the owner of the property. The money is protected and held by us; if the owner makes a breakage claim after your stay we will automatically send an email to inform you. If no claim is made by the owner we will automatically refund the full amount to the bank account you made the payment from.
Some owners may require breakage cover that is paid directly to them which will be listed as under compulsory extras as ‘paid locally’, and others will not require any breakage cover at all.
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Paying for a booking
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- Paying for a booking
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Paying for a property
Paying for a property
Sagepay provides Clickstay with a payment system, so that we can guarantee a safe payment for renters. You can pay for a booking using credit or debit cards and PayPal. We accept the following card payments: Visa, Mastercard, Maestro.
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Currency to pay in
Currency to pay in
The owner of the property specifies which currency they require the booking payment to be made in. This can be £ (GBP), $ (USD) or € (EUR). On Clickstay you can select from the menu bar the currency you would like to view prices in. If you are viewing properties in a currency different to what an owner has set for payment, this will be highlighted on the check-out page where you will be able to see which currency the owner requires payment in, and the total booking costs in that currency.
If you are booking a property that requires payment in a different currency from your bank account, you can pay in the usual way using one of the accepted payment methods. Please note that when you receive a bank statement, the amount may be different to the total booking cost displayed on Clickstay, as your bank may charge for exchanges between currencies.
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Paying in instalments
Paying in instalments
Currently, we do not accept payments in instalments. Payments consist of a deposit and the remaining balance; the deposit payment secures the booking, and the remaining balance is paid before the booking starts. The balance due date is set by the property owner and tends to be around 70 days before arrival at the property. If you make a booking that starts in less than the number of days set by the owner for the balance payment, you must pay the full booking amount.
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Paying with more than one credit / debit card
Paying with more than one credit / debit card
The remaining balance can be paid with a different credit/debit card to that used for the deposit payment. However, we do not currently offer options for split payments, i.e. if your booking party includes one or more families who would like to pay for the costs separately, and with their individual cards. This is something we are looking to introduce.
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Your booking
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- Your booking
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Before
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- Before
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Cancelling a booking
Cancelling a booking
Owner cancels booking – there are two reasons why an owner may cancel a booking:
- Owner is no longer able to fulfil your booking; for example, they have experienced an emergency at the property. You will receive a full refund for any monies that you have paid.
- Renter balance payment is late. If you are late with your balance payment and the owner cancels the booking you will not receive a refund for the deposit you have paid. If you think you will be late in paying the balance we strongly recommend you contact the owner, and agree on an alternative due date.
Renter cancels booking – if you cancel your booking, we cannot guarantee that you will receive the full amount back. The owner sets their own cancellation terms which you will be made aware of on the check-out page. These cancellations terms are applied if you have paid the full booking amount. The deposit is never refunded, unless there are extenuating circumstances.
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Changing details of the booking
Changing details of the booking
If you need to change any details of your booking, for example, the booking dates or number/names of guests, you must contact the property owner who will be able to amend the booking for you.
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Difficulty getting in touch with the owner
Difficulty getting in touch with the owner
If you are unable to make contact with the owner either through your Clickstay account or one of the telephone number they have provided, please contact us for further assistance.
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Receiving directions and arrival instructions
Receiving directions and arrival instructions
The directions and arrival instructions will be sent to you by email, and can be viewed in your Clickstay account, after full payment has been made. You must print the owner contact details, directions to the property from the airport, port or train station, key collection and additional instructions, emergency telephone number, and any supporting documents the owner may have provided.
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During your stay
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- During your stay
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Renter protection policy
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No access to the property
No access to the property
If you are unable to gain access to the property, you must try to make contact with the owner or property manager. Use all telephone numbers that were provided once the booking was paid in full, including the emergency telephone number. If you think that you will arrive late at the property, you must try to warn the owner or property manager in advance.
If you have exhausted all methods of contacting the owner or property manager, then contact us Monday to Friday between 8:30 and 17:30 GMT: +44 (0) 203 696 2870 or, if out of hours (Friday 17:30 to Monday 8:30 GMT) click here to contact us.
If you feel your personal safety is threatened or in a case of an emergency, contact the local police or emergency services immediately.
If you have a complaint which does not fall within the refund claim time period please click here.
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After
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- After
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Reviewing a property
Reviewing a property
When you have returned from the property you will be able to submit a review about your stay. We publish all reviews, providing they are well-written, constructive and are not a personal attack against a third party. When submitting your review we will ask you to rate certain aspects of the booking process and your stay; for example, overall quality of stay, cleanliness, property page accuracy, communication with the owner, area, etc. Once a review has been approved, we give the owner the opportunity to reply.
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Return of the refundable breakage deposit
Return of the refundable breakage deposit
We hold the refundable breakage deposit until after the booking. If the owner does not make a claim against your booking, we will automatically refund this money to the card it was paid on.
The owner sets how many days they need after the check-out date to assess any damages; this cannot be any more than 10 days. Please note that the claim assessment process may take an additional 10 working days.
If the owner makes a claim against the booking, we will be in touch with full details. We encourage you to communicate with the owner to come to an adequate resolution on this.
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Complaints
Complaints
If you have a complaint which does not fall within the renter protection policy please contact us in writing within 7 days of your check out date at the property.
All complaints are dealt with on an individual basis and will be acknowledged within 48 hours by a member of our Customer Services team.
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Other
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- Other
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Your account
Your account
Forgotten password: If you have forgotten your Clickstay password or cannot log into your account, select the ‘Forgot password’ link on the log in pop-out. You will need to enter the email address registered to your Clickstay account and select the ‘Send’ link. Open your email account and follow the link to reset your password.
Changing your password: To change your password you must login to your Clickstay account and select ‘My details’.
Changing email address, address and telephone number: To change your email address, postal address and telephone number, login to your Clickstay account and select ‘My details’ from the menu bar. Scroll down to the section you would like to update, enter the new details and select ‘Save’ on the right.
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Online safety
Online safety
Rentalsystems property owners and agents
Clickstay endeavours to provide tools for you to find detailed information about the property and its owner. We recommend that you always read the information provided on the property page carefully before making a booking. If you are unsure about anything regarding the property or the owners legitimacy, we suggest checking the below on the property page. Here are some tips to ensuring you have chosen a reliable property and owner;
- Read verified reviews from previous renters; the date they stayed at the property is displayed at the top of each verified review;
- Owner information; joined date, last logged in, response rate and time;
- Cross reference information about the property and check details carefully;
- Photos, Property description, facilities;
- If you have any questions you can contact the owner on the property page using our secure messaging system.
If you have any concerns please contact our Customer Services team and read our Renter protection policy.
Paying through us and communication within our system
All payments and communications with the owner should be made through your Clickstay account for safety and security. Clickstay uses Sagepay to ensure secure money transactions.
We also provide a safe platform for you to converse directly with the owner. We store all messaging history made through Clickstay so that you can easily access past conversations.
By booking through Clickstay, you also gain access to our London-based customer services team who are on-hand to help you before, during and after a booking.
If an Owner asks you to pay for a booking outside of Clickstay please contact us immediately. Payments outside of the Clickstay system are not necessarily secure, so we do not recommend it. We do not take any responsibility for any payments made outside of Clickstay.
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Trust
Trust
Reviews on our property pages that have been written by renters who have booked and paid through Clickstay will say ‘verified by Clickstay’. These reviews will also include the dates the renters stayed at the property, so you can gage their relevance to your stay.
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Contact us
Contact us
We love hearing your feedback, whether good or bad, and we are always striving to better the Clickstay experience for our renters and owners. So please feel free to let us know what you think of the way we run things, whether it is feedback on our newsletter, our customer service, or our website design.
You can always give us a call, one of our friendly advisers will be happy to help.
+44 (0) 203 696 2870
Monday to Friday between 8:30 - 17:30 (UK Time) excluding bank holidays