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FAQ

30 November 2023 by EconeTeam

a) Cancellation request more than 30 (thirty) days before the date of arrival: refund of all paid fees (except platform fees).

b) Cancellation request between 30 (thirty) and 15 (fifteen) days before the date of arrival: 50% refund (except platform fees).

c) Cancellation request between 15 (fifteen) days and the date of arrival: the total amount of the reservation is retained. No refund will be made.

Some properties have different cancellation conditions. You will find the details under the “Cancellation Policy” tab on the property page.

The service fee is a fixed percentage of the rental amount (e.g. 7% + VAT).

This fee covers website costs, secure transactions, development and 24/7 customer service.

The service fee is non-refundable, and no discount can be applied to the service fee, nor can it be waived.

Step 1 / Login to your Casa Shelter account.

Step 2 / Select “My bookings”.

Step 3 / Select the reservation you wish to pay.

Step 4 / On the Details tab, select “Pay” and follow the payment steps.

You will receive a booking confirmation once the payment has been made.

For a booking made more than 30 days before the date of arrival, you have the option to pay your booking in one or two instalments.

For a booking made within 30 days before the date of arrival, you must make a single payment.

Single payment: 100% at the time of booking.

Payment in two instalments:
Payment 1 (at the time of booking) – 50% of the rental amount + platform fees.
Payment 2 (30 days before the date of arrival) – 50% of the remaining balance + cleaning fees.

A credit card is required to proceed with the booking. Accepted cards: Visa, Mastercard or American Express.

Step 1 / Create an account on the platform, using the “register” button.

Step 2 / Go to your profile and upload an identity document so that our team can verify your profile.

Step 3 / Once your profile has been verified by our team (within 24 hours), go to the property page, select your desired dates and click “Book now”.

The owner will contact you as soon as possible to respond to your request.

For receipts and invoices, please contact us at resa@casashelter.com

Any cancellation must be notified by email to resa@casashelter.com.

In case the cancellation is subject to refund, our team will proceed to refund within 14 working days.