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Why do I contact my host?

• They suggest contacting your host for these kinds of questions:

• If you have very specific questions related to the property.

• You would like to change your check-in or check-out times.

• If you want to know if the house is pet friendly and you cannot see this on the page related to that home.

• You would like to arrange additional services.

Can I have an early check-in or late check-out?

• Their hosts will always try to be flexible when it comes to early check-in/late check-out but it will depend on availability. 

• For example, if someone is checking out that morning they will need time to clean in line with our COVID cleaning guidelines and complete the changeover, so it likely won’t be possible. Since availability can change, our hosts usually can't confirm this until a day or two before arrival. If you want to guarantee it, you will need to book the night before/after in addition.

• If you are happy to take the chance I would recommend writing on your booking form what your preferred check-in and check-out times are so the host has that information with your booking and can advise on likelihood and any applicable charges. You can of course contact the host at any time to discuss options.

What happens if the host cancels my booking?

• Because of the strict quality controls their hosts have to go through, host cancellations are very much the exception rather than the norm. Unfortunately, some things are beyond our control and therefore we can't rule them out completely.

• In the rare and regrettable instance that your host cancels your booking, you will not be left scrambling. 

• Their dedicated Customer Care team are on hand to help put you in a suitable, Plum-certified replacement. They will also charge the host a 20% cancellation fee which we put towards upgrading you to an even better alternative. 

• This process will be done with you, to ensure that you are happy with any replacement, and you do always have the option of receiving a full refund instead. 

When will I be charged?

• You will be charged for your reservation at the moment the host confirms your stay. For homes on Instant Book, this will be immediate. 

• For homes on Request to Book, a pre-authorisation will be placed on your card at the initiation of the request until the host confirms your stay, at which point the charge will be made. 

• Payment is always taken upfront.