Help centre
How booking, payment and cancellation work, and what a host needs to know. The numbers in the answers come from the site's settings, so they hold exactly as written.
For guests
How does booking work?
Every listing says how it is booked. With instant booking the dates are yours as soon as you send it. A booking request is confirmed by the host first, and to an enquiry the host replies with an offer you accept or decline. You find where it stands on the booking page; the link to it comes by e-mail.
Whom do I pay, and how?
The host directly — Travelia never holds the money and you pay nothing for the service. The booking page shows the amount, the due date and a QR code for a bank transfer to the host's account. Once you have paid, say so with the button on the booking page; the host confirms receiving it.
Is the price shown final?
The price of a stay with dates includes the host's mandatory fees, and you see it itemised before you send the booking. Where a price says "approx." in another currency, it is only an indicative conversion — you pay in the listing's currency.
How do I cancel, and what does it cost?
Write to the host through the messages on the booking page; the host confirms the cancellation. What you get back is set by the listing's cancellation terms — you find them under Rules and terms on the listing and in the booking confirmation. Hosts choose from these terms or write their own:
- Flexible
- Free cancellation up to 1 day before arrival; after that the deposit is kept.
- Moderate
- Free cancellation up to 7 days before arrival; after that the deposit is kept.
- Strict
- Free cancellation up to 30 days before arrival; after that the deposit is kept.
How do I reach the host?
Once you have sent a booking or an enquiry, you write to the host through the messages on the booking page. The host's phone number is on the listing page behind the Show phone number button.
Who can write a review?
Only a guest who actually stayed. You receive an invitation by e-mail after your stay and can write the review within 30 days of the end of the stay.
How we verify reviewsDo I need an account to book?
No. You open the booking page with the link from the e-mail. With an account — you sign in with a link we e-mail you — your bookings and favourite places are in one place.
How do I download or delete my data?
Under My data in your account you can download everything we hold about you, or close the account. Before either step we check that it is really you.
My dataWhat if a listing or a review is untrue?
Report it with Report this listing or Report this review. We look into every report and let you know the decision.
For hosts
What does Travelia cost?
A listing's profile is free. You choose one of two plans: the listing plan without commission, where you pay only for services you order (Premium, a TOP place, a highlight), or the commission plan, where you pay 8% of bookings made through Travelia and Premium features are included. A change of plan applies from the first day of the next month.
The page for hostsHow do I add my place?
Sign up and the wizard takes you through the description, the location, the photos (at least 5), prices and rules. If the automatic check finds nothing, the listing goes live at once; otherwise our team checks it before it is published.
How do I keep my calendar up to date?
Mark taken days in the calendar in the extranet, or connect other portals' calendars through iCal — they are read once a day with Free and every 15 minutes with Premium. You can add your Travelia calendar to other portals in turn. An up-to-date calendar is a condition of instant booking and counts towards the order of results.
What is the difference between an enquiry, a request and instant booking?
To an enquiry you reply with an offer, a booking request you confirm or decline, and with instant booking the dates are the guest's at once. You can offer instant booking with Premium, a verified account, a verified bank account for payments and an up-to-date calendar. If a condition stops being met, the listing switches to requests until you meet it again.
How do I get paid by guests?
Guests pay you directly, to the bank account you add in the extranet — Travelia never holds the money. On the booking page they get a QR code with your account and the payment reference. You confirm the payment on the booking once it arrives.
How is the order of results made?
By the quality of the profile, guests' ratings, interest in the listing, how current the calendar is and how quickly the host replies. Neither Premium nor the plan affects the order; paid places are labelled as promoted.
How we rank resultsCan I recommend Travelia to a colleague?
Yes. Your link is under Invite a colleague in the extranet. When a colleague signs up through it and pays their first order, you both get 1 month of Premium free.
Where do I find my invoices?
Every invoice is e-mailed to you with its PDF. Invoices for services are under Services and Premium in the extranet, invoices for commissions under Commissions.
Didn't find the answer?
Write to us through the contact form.