Choose your destination, dates and number of guests, open a suitable property, review its details and policies, then follow the booking and payment instructions shown during checkout.

RetreatStay checks the selected stay dates against the property calendar. Dates shown as booked, on hold or blocked are not offered as available.

Unless a specific property states otherwise, RetreatStay generally uses 2:00 PM check-in and 12:00 PM check-out.

Yes. Requests can be submitted to RetreatStay, but approval depends on the property schedule, same-day arrivals/departures and owner or operations approval.

Contact RetreatStay with your booking details. Date, guest-count or property changes are subject to availability, price differences and the applicable booking policy.

Yes, if the property remains available. Contact RetreatStay before your scheduled checkout so the extension can be confirmed and any additional payment collected.

Yes, provided accurate guest and contact information is supplied and the person staying agrees to the applicable property and booking policies.

Same-day bookings may be possible depending on availability, property readiness and payment confirmation. Contact RetreatStay for urgent same-day requests.

A hold temporarily reserves dates while required booking steps or payment are completed. Holds can expire automatically if the requirement is not completed in time.

The dates may return to availability and another guest may book them. Contact RetreatStay if you still want the property.

The required advance is shown during the booking process and may vary by property or booking. RetreatStay commonly uses a partial advance with the remaining balance due according to the booking terms.

Use the payment-proof option provided with your booking, or follow the instructions supplied by RetreatStay. The Accounts team verifies submitted proofs before the payment is treated as confirmed.

A payment is treated as received in RetreatStay once it has been verified or recorded in the authoritative payment ledger.

Where the booking terms permit it, the remaining balance may be due at or before check-in. Your booking confirmation or payment schedule shows the applicable requirement.

Yes. RetreatStay can generate a branded receipt showing the booking, amounts received, outstanding balance, payment status and relevant transaction details.

Contact RetreatStay Accounts. The payment ledger will be reviewed and any correction or refund will be handled according to the applicable payment and refund policy.

Refund eligibility depends on the booking terms, cancellation timing, property policy and any non-refundable charges. Review the Refund Policy linked on the website or contact RetreatStay for your booking-specific position.

Once approved, processing time depends on the original payment method, banking channel and internal verification requirements. RetreatStay will provide the applicable status for an approved refund.

A submitted transfer may still be awaiting verification, or the payment may not yet be linked to the booking ledger. Contact Accounts with the payment reference if the status does not update after verification.

RetreatStay aims to keep property media accurate and current. Minor décor, furniture or seasonal differences can occur.

Each property page lists its available amenities and important property information. Confirm any essential requirement before booking if it is not clearly listed.

Wi-Fi availability varies by property. Where provided, connection details are normally shared in the pre-arrival or check-in instructions.

Heating arrangements differ by property. Check the property amenities or contact RetreatStay before booking if heating is essential.

Parking depends on the specific property and access conditions. Review the property details or contact RetreatStay for vehicle and parking requirements.

Some properties provide full kitchens, kitchenettes or limited cooking facilities. The property listing states the available facilities.

Pet rules are property-specific. Do not bring a pet unless the property listing or RetreatStay has explicitly confirmed permission.

Extra bedding may be available at some properties and may carry an additional charge. Request it before arrival so availability can be confirmed.

Report the issue to RetreatStay or the provided caretaker contact. Operations will assess the issue and arrange a practical solution where possible.

Detailed arrival information is normally sent before check-in once the booking and required payment conditions are satisfied.

Use the caretaker or RetreatStay contact supplied in your pre-arrival instructions.

Smoking rules vary by property, but smoking may be restricted or prohibited indoors. Follow the specific house rules supplied for your stay.

No. Illegal drugs or prohibited substances are not permitted at RetreatStay-managed properties.

Guests must respect property rules and neighbours. Loud music, disruptive gatherings and excessive noise may be restricted, particularly during quiet hours.

Only with prior written approval where the property permits events. Undeclared parties, excessive occupancy or disruptive gatherings can breach the booking terms.

Report damage promptly. Guests may be responsible for damage, missing items or exceptional cleaning caused during the stay, subject to the booking/property terms.

For immediate danger, contact the appropriate local emergency service first. Then contact the property caretaker or RetreatStay using the contact details provided for your stay.

Report the issue immediately. Mountain destinations can occasionally experience utility interruptions outside the property’s control; RetreatStay and the caretaker will coordinate available remedies.

Do not exceed the approved occupancy without prior permission. Additional guests may be refused or may require an additional charge depending on the property.

Contact RetreatStay with your booking details. The cancellation will be processed according to the applicable booking and refund policies.

Not necessarily. Refunds depend on cancellation timing, property terms, non-refundable components and the policy applicable to your reservation.

RetreatStay will review the circumstances and, where appropriate, work to arrange an alternative property, reschedule the stay or process the applicable refund.

Yes, subject to availability and approval. Any price difference, revised payment requirement or cancellation terms will be explained before the change is confirmed.

Contact RetreatStay as soon as possible. Mountain weather and road conditions can change quickly; any date change or refund remains subject to the applicable booking terms and circumstances.

Some website functions may be available without an account, while booking management or personalized features may require login.

RetreatStay uses guest information to manage reservations, payments, communications, support and legal/operational requirements in accordance with its Privacy Policy.

Only information reasonably needed to operate your booking and stay may be shared with relevant owners, caretakers, payment or service providers, subject to applicable privacy requirements.

Use the Contact Us page, the displayed phone or WhatsApp contact, or the communication details provided with your booking.

Yes, where the website displays an active RetreatStay WhatsApp number.

RetreatStay may send a review request after checkout. You may also contact the team directly with feedback about your stay.

Contact RetreatStay as soon as possible with the property, stay dates and item description. Recovery depends on whether the item can be located and returned.

RetreatStay can work with eligible property owners subject to onboarding, property verification, commercial terms and operational standards.

RetreatStay maintains booking, payment, commission and settlement records and provides owner-facing information according to the owner agreement and system permissions.

Where enabled, owners can block available dates through the Owner Portal or request RetreatStay to block them.

Financial and booking permissions are controlled by role. Owners generally see relevant booking and settlement information without unrestricted access to staff finance controls.