For guests

Booking

Booking and payment

• How to book a propertyChoose dates and guests, check the total price and pay by card.
• What does the price include?The total price shows the nightly rate, fees and Nordkove's service fee.
• Booking request or direct booking?With a booking request, the amount is placed on hold, and you are only charged when the host accepts.
• I see two charges on my cardOften, one is a hold that disappears on its own.
• The payment was not completedAn unpaid booking is only held for 15 minutes.

Cancellation and refund

• How to cancelCancel from your booking under Trips and see your refund before you confirm.
• How much will I get back?It depends on the property's cancellation policy: flexible, moderate or strict.
• The host cancelled my bookingYou always receive a full refund when the host cancels.
• When will the money be refunded?The refund is sent to the card you paid with. Your bank determines when it appears in your account.

During your stay

• Where can I find check-in information?You can find the address, key and Wi-Fi details in your booking once it is confirmed.
• How to contact the hostAll conversations with the host take place under Messages.
• Something is wrong on arrivalTake photos, contact the host, and ask us for help if the host doesn't respond.