FAQ – Guests

Welcome to our FAQ section! Here, you’ll find answers to common questions to help you navigate our accommodation booking platform.

Booking Information

Once you’ve found a listing you like, you can send a booking request directly from the listing page. Simply select your preferred dates (based on availability) and click “Request to Book.” The host then will accept or decline your request.

We accept payments via credit/debit card processed securely through Stripe. You’ll be prompted to enter your payment details when it’s time to pay for a reservation.

With Nostus you do not need to spend time to organize physical viewings. Our team has already verified the listings, so you can rest assured that the place is accurately represented. You can enter the property directly on your check-in date.

Our homecheckers have already visited and verified each listing, ensuring that the property is legitimate and accurately described.

When a host accepts your reservation, you will be asked to pay the first month’s rent plus a Nostus service fee. The first month’s rent will be transferred to the host after you move in, unless you notify us of a problem within 24 hours. The service fee allows us to continue operating and providing verified properties for people to kick off their adventures. Upon arrival, you will also be able to pay any property-specific amounts, such as the security deposit, directly to the host. These property-specific amounts are always specified on the listing, so you will know it in advance.

If you’re renting a private room in a shared apartment, there may or may not be other flatmates living in the place. For more details, you can ask the host once your reservation request is accepted.

Yes, you can communicate with the landlord after your reservation request has been accepted, by using the messaging feature available on our platform.

Once your booking is accepted, you can proceed with the payment from the “Reservations” section of the platform. If you have any further questions about the listing, you can contact the host using the platform’s messaging feature.

Managing Reservations

No, you cannot make changes to a pending reservation. However, you can cancel the current pending reservation and create a new one with the desired changes, such as different dates.

You can cancel a reservation request as long as it has not yet been accepted by the host. Once the host accepts the request, cancellation may no longer be possible or may incur a fee depending on the cancellation policy. [MODIFY AFTER WE HAVE CONFIRMED CANCELATION POLICY]

Your reservations are listed under the Dashboard/Reservations section in your account. You can access this section at any time to view both past and upcoming bookings.

You are charged only after the host accepts your booking request and you proceed to pay for the reservation. The payment process is initiated by you, ensuring full control over when you are charged.

You have 48 hours to complete the payment after the host confirms the availability of your reservation. If the payment is not made within this timeframe, the reservation will be automatically canceled.

No, the monthly rent is paid directly to the landlord using a payment method that you and the landlord agree upon. Nostus only handles the payment for the first month’s rent and service fees during the booking process.

If your host cancels your reservation, you will receive a full refund. Additionally, we will assist you in finding an alternative accommodation based on availability. Our support team is here to guide you through the process and ensure that you have a smooth experience.

Platform questions & help

We do not store any payment method details on our platform. Payment information is entered each time you pay for a reservation, ensuring your payment details remain secure.

After making a payment, you can find your invoice in the “Invoices” section of your profile. 

If after the check-in the place you booked is significantly different from what was advertised, please communicate directly with the host first. If the issue is not resolved, contact us through our helpdesk at nostus.freshdesk.com within 24 hours from the check-in. Our support team will do the best to assist you, and if the problem cannot be resolved, you may be entitled to a full refund according to our check-in policy.

If you need assistance, you can reach our support team via our helpdesk at nostus.freshdesk.com.

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