The fastest route depends on what you need.
Open My booking with your reference and email address — you can view, print and cancel there yourself. If you need a human, email [email protected] and include your booking reference; it is the fastest way for us to find you.
General, press and partnership enquiries: [email protected].
We answer booking email within one business day, and same-day for stays starting within 48 hours. Cancellations do not need us — they are instant on the booking page.
Being straight about this saves everyone an email.
We can: find your booking, resend a confirmation, cancel within the deadline shown on your rate, explain a charge, and chase the property when something in the reservation is plainly wrong.
We cannot: change a price the property has set, guarantee a room type, floor or view that was not part of the rate, waive a cancellation fee after the deadline has passed, or override a property's own policy on pets, children or late arrival. Those are the property's decisions, and pretending otherwise would only delay your answer.
Send these four things and we can usually answer in one reply instead of three:
sb-)If it concerns a stay that starts within 48 hours, put the arrival date in the subject line. Those go to the front of the queue.
Raise it at the desk first, while you are standing there. A room that does not match the booking is nearly always fixed on the spot, and it becomes much harder to resolve once you have checked out.
If that fails, email us the same day with the booking reference and, if you can, a photo or the name of the person you spoke to. We take it up with the supplier, who holds the contract with the property. What we cannot do is reconstruct what happened a fortnight later, so tell us early even if you are not sure you want to complain yet.
Journalists and researchers: our price figures are free to quote and republish, including the tables, as long as you name Staybello and link to the page the figure came from. The method page explains how they are produced, which is usually the thing an editor wants to know.
If you need a cut we do not publish — a particular country, a longer time series, a different weekday — write to [email protected] and say what you are working on.
Property owners and managers: see listing your property.
Yourself, in seconds: open My booking with your reference and email address. If the rate is within its free-cancellation window you will see the deadline and a cancel button, and the cancellation is immediate. You do not need to email us, and emailing is slower.
Check the spam folder first, then the address you actually typed — a mistyped email is by far the most common cause. You can also open My booking with your reference, which does not depend on the email arriving. If neither works, write to [email protected] with the property name and your dates and we will find it.
Within one business day for booking email, and the same day when the stay starts within 48 hours. Cancellations do not wait for us at all — they are instant through My booking.