Help
Talk to a person
Email hello@staylum.com. Include your confirmation code if you already have one — it's the fastest way for us to find your booking.
You can also simply reply to any email we've sent you. Replies reach the same place.
Booking
Choose your dates on the listing, and the price breakdown shows the nightly rate, any fees and taxes before you pay. Nothing is charged until you reach the payment step.
Some stays are confirmed the moment you pay. Others are a request first: the host answers, and only then are you sent a link to pay. Either way, the page tells you which one you're in, and a request costs you nothing while it waits.
Your dates are held briefly while you check out, so nobody can take them from underneath you. If you leave it too long the hold is released and the nights go back on sale.
Payment and security deposit
Payments are handled by Stripe. Card details are entered on Stripe's own checkout and are never stored on this site.
Where a stay asks for a refundable security deposit, it is shown separately on the price breakdown and is not part of your total. It is held on your card at the time of payment rather than taken, and released after check-out unless the host reports an issue within the review window. The amount and the window are stated on the listing.
Changing or cancelling
Cancellation terms are set per stay and shown on the listing before you book, on the checkout page, and again on your confirmation. Your confirmation page shows the exact refund for cancelling right now, so you never have to work it out yourself.
To cancel, open the confirmation page from your confirmation email. If you can't find it, email us with your confirmation code and we'll sort it out.
Refunds go back to the card you paid with, and usually take five to ten business days to appear on your statement.
Arriving
Check-in and check-out times are on the listing, under Things to know. Check-in instructions — how to get in, parking, the wifi — are sent by email once your booking is confirmed, not published publicly.
Your details
We keep what a booking needs: your name, email, phone number and the dates of your stay. Card numbers are handled by Stripe and never reach this site. Email us if you'd like to know what we hold about you, or to have it removed after your stay.