-I forgot my password. What do I do?
Click on login on the top right hand corner of the homepage and click ‘forgot login details?’ Enter your email address and you will receive your password via email a few seconds after
-How do I know it’s safe to stay in a WeStay property?
We review and approve every single property before it goes online. We only work with reliable property owners.
-How does WeStay find its properties?
We leave no stone unturned to find your ideal place. In addition to tapping in to our online resources, our agents have a network of sources to find places you just can’t find on the web.
-Can I list my home on WeStay? How?
Easy. Simply go to List My Property and follow the instructions. Our experts will be in contact to find out if yours is an appropriate WeStay property.
-Is it safe to list my home on WeStay?
Absolutely—in fact it’s safer than the other lodging sites out there. We ask all owners to submit a “thumb’s up” for all guests who have proven to be exemplary guests, so you can limit your home to just those highly-recommended individuals if you so choose.
-There is a bug on the website. Who do I tell?
If you notice a bug on WeStay.com, please let us know. You can write an email to info@WeStay.com, it possible include a screenshot of the page with the problem.
-My question isn't answered here. Who can I contact?
If you have more questions don’t hesitate to email info@WeStay.com. We will get back to you within 48 hours.
FAQ for Guests
Making a search
-How do I search for a property?
The brilliant thing about WeStay is that we search it for you! Tell us where you’d like to go and our experts spend a few days calling and emailing owners, confirming availability and price, lining up options that fit your description, and playing different offers against each other. You will then receive notifications via email once the offers are ready!
If you are a member of a group, properties and deals may already have been made on behalf of the Group. You can see the all under the “Properties” tab once you enter your group.
-How do I submit my request?
On the homepage and most other pages on the site, just tell us where you would like to go, and when. Fill in our short form on the next page and click go! Easy as that.
-Is there a cost to submit a request?
No, it’s free. We’re only paid when we’ve successfully found your place. At that time, we charge a 10% booking fee to cover our costs as we find the best places to stay, negotiate great prices, and offer the most impressive customer service possible.
-I am not exactly sure which days I am arriving/ departing.
Fill in the most likely dates. Additionally, properties may offer you slightly different dates to enable even better offers.
-When can I expect to get offers?
It may take up to a few days. Why? Extraordinary service. Our local experts call and email owners, confirm availability and price, line up a number of options that fit your description, and play different offers against each other.
Many of these properties are exclusive, word-of-mouth options that aren’t available anywhere online: this is more than a computer algorithm. It’s about relationships. Call them your travel bookies. Use them. Love them.
It’s worth waiting for.
-Where can I find the details of my booking?
Once logged in, go to My WeStay. Recent bookings will appear. By clicking on them you can see all details.
-How do I pay?
In all cases, 10% of the total price needs to be paid to confirm the booking. This is done through PayPal, the most secure internet payment platform.
Payment of the remaining 90% is determined by each owner and is outlined in the property description. Some owners require bank transfers, others payment on arrival. Please check carefully the payment section on the property description page before booking.
-The host asked for a deposit. Is it refundable?
Some owners may ask for a deposit to ensure the property is returned in good condition.
You will be refunded the entirety of your deposit at the end of your stay as long as you’ve left everything in as good a condition as when you arrived. All details on deposits can be found in the property rental agreement linked on the property description page.
-Where can I find the rental agreement?
Owners upload the rental agreements onto WeStay. They can be found in the ‘rental agreement’ link at the bottom of each property description page.
-How do I cancel my reservation?
On the booking detail page, click “cancel booking”.
Within 48 hours, the owner will then confirm that your booking is cancelled—at which point you will receive an email confirmation that also details any fees or policies.
Note that the cancellation policy is listed at the bottom of the property description page.
-I’m getting a refund. How many days will it take to process?
As for the refund of the 10% payment on PayPal, it can take up to 5 working days to appear in your account. The property owner is responsible for refunding the other 90%, so that amount of time varies depending on the owner.
-I am not happy with my WeStay experience. What do I do?
WeStay strives for all descriptions to be as precise and authentic as possible. If this has not been the case, we’d love to know. Just send an e-mail to info@WeStay.com so that we can temporarily deactivate the property while we investigate the issue.
FAQ for Hosts
Managing your listings
-How do I list my place?
It’s easy. First simply enter where your property is located. That places you in our database. Before you can respond to a request, though, enter more details about your property and upload photos or videos. This allows us to customize what we send our guests.
-Is it free to list a property?
Yes, it costs absolutely nothing to list a property on WeStay.com. We charge guests a 10% service fee for every reservation booked. Our fees will be included in the total amount shown to the guest when they receive your offer.
Your bank or credit card processor may charge fees when you request payments from guests.
-What is the difference between ‘direct booking’ and ‘booking request’
‘Direct booking’ means that the service is automated, and your calendar is always up to date on WeStay. Guests can book and pay for the property immediately. We will generate offers based on the deals and promotions you have predefined.
In the case of a ‘booking requests’, the service involves some evaluation on your part. You receive an inquiry from potential guests, so that you can check availability and pricing before extending an offer. Once you commit to that guest, our system generates an invoice for the down payment of 10% to secure your guest.
If you have selected the ‘booking request’ option, we highly recommend you to answer booking requests as soon as you receive them via email to increase the chances of transforming that request into a booking.
-Is my property a multi-reservation property?
A multi-reservation property means that you have multiple units (apartments, rooms, beds etc.), which can be booked independently.
If you have a house with 3 rooms that can each be booked separately by 3 different guests, for example, then your property is multi-reservation.
If on the contrary you’d like one person to book the house as a whole, your property is not multi-reservation.
You can indicate whether your property is multi-reservation or not, in the 1st step of listing a property.
-How do I delete or deactivate a listing?
Please send an email to info@WeStay.com indicating the name of the property.
-How can I check the details of a booking?
Once logged in, click on “My WeStay”. On the right, please click on ‘listings’ and on the right menu bar click on “guests and bookings”.
Bidding on guests’ requests
-What are requests?
Guests fill in a form on WeStay where they indicate what they are looking for (destination, budget etc). We call this a “request”, which is then sent to all owners whose properties match what the guest is looking for.
If we think your property is suitable, you will receive a notification via email and it will be up to you to make an offer or nor.
-How can I bid?
If a guest’s request matches one of your properties, you will get a notification via email. Click on the link on the email, or log in to WeStay.com to view the details.
You can decide whether to “pass” or “make an offer”.
Select a property suitable for the request. Enter the price you are offering, then click “make offer”. It’s as simple as that.
-How and when do I get paid?
All guests pay 10% of the total price on Paypal to confirm the booking. This represents WeStay’s mark up.
You can decide how you want to receive the money for the booking as on of the following options under the Money tab:
Collect Money through WeStay
You can let WeStay collect money from all your guests through our partnership with PayPal. The process is secure, easy and fully automated. Once we have collected money from the guests, everything will be forwarded to your own account on PayPal. As a safety feature we hold the payment until approximately 24 hours after your guest checks in before releasing it to you. This gives you and your guest time to make sure that everything is as expected.
PayPal charges about 3.5% transaction fees. To learn more about PayPal fees see here.
If you prefer to receive a bank transfer for each booking, you can specify your bank details and payment instructions. Guests will wire money directly into your bank account.
Use your Merchant account to accept credit card payments
If you already have a merchant account with Braintree, PayPal or Autorize.net, you can easily connect your account to WeStay. This will enable you receive payments automatically through your preferred payment gateway.
You can receive cash payments at any time. However we do not recommend this. Guests are not fond of paying cash, which does not enable them to track payments.
-How do I cancel a booking?
First, you will need to get to the page where the details of the booking are displayed:
1.Once logged in, click on “My WeStay”. Click ‘listings’ and then “guests and bookings”.
2. On the page that shows the booking details, click: ‘cancel booking’.
You will be asked whether you want to enforce you cancellation policy or proceed with a full refund. You can also indicate whether the guests should be refunded the 10% mark-up charged by WeStay. Generally we accept refunds of our fee when the cancellation is due to a user mistake or if a booking is cancelled in order to make changes in dates etc.
If you want to know more about our cancellation policy, click here.
-How do I change my cancellation policy?
You have 3 cancellation policy options: flexible, moderate and strict and can simply choose one of them in the 2nd step of listing a property. Go to MyWeStay, click on Listings and select the property for which you’d like to choose a cancellation policy