What should I do if the reservation is charged twice?
If you think that you have been charged twice for a reservation, check your bank or credit card statement to confirm the duplicate charge. Contact us and provide any visual pieces of evidence that could help investigate your case further. We would also recommend you get in contact with your bank to explain the situation and provide details. Follow up regularly to ensure the issue is being addressed.
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What happens if I have a problem when the customer support team is not available?
If you have a problem when the customer support team is not available, please reach out to us through the contact form regardless. Our team will respond to you as soon as possible. In case of an emergency, you can also refer to the emergency contacts ...
What happens if the owner changes the original reservation conditions?
If the owner changes the original reservation conditions, such as the rental price, move-in date, or amenities included, without your consent, you should immediately notify our customer support team. Spotahome has policies in place to protect tenants ...
What happens if I contact my landlord, and they want to cancel?
If your landlord wants to cancel your reservation, we recommend that you contact us as soon as possible, so that we can help you find a solution. Our team will examine the problem in more detail and find the most appropriate resolution. Remember that ...
What happens with my booking request if the payment fails?
If your payment has failed this can be due to a number of reasons: 1 - You have exceeded the credit limit if the card you are using is a credit card 2 - Fraud prevention. Your card issuer has blocked the payment since they need authorization from ...
What should I do if the landlord asks for more money than advertised?
If the landlord is requesting an additional/different payment than what was advertised on the listing or the one that you received on your booking confirmation, you should not agree to pay the additional amount outside of the platform. Instead, you ...