Help centre
How can we help?
The questions that come up either side of a booking, answered properly — no call queue, no script.
Cancellation & refunds
Can I cancel free of charge?
Most rooms are free to cancel until 24 hours before check-in, local time at the property. The exact window is shown on the room before you book and again on the confirmation — it is a property-level setting, not a global one, so it is worth reading on non-refundable rates.
How long does a refund take?
Tripto releases the refund immediately. After that it is your bank's clock: card refunds typically settle in three to five working days, PayPal usually the same day.
What if the property cancels on me?
You are refunded in full and offered the closest equivalent at the same rate, with the difference covered. If nothing comparable is free, the booking is refunded and the search reopens with your original dates.
Can I change dates instead of cancelling?
Where the property allows it, yes, and the price difference is shown before you confirm. If the new dates are cheaper the difference is refunded rather than held as credit.
Safety information
How are properties checked?
Every listing is verified against the address, ownership or management agreement, and local registration where the city requires one. Photographs must be of the specific room being sold, not a representative one.
What if the room is not what was shown?
Report it from the booking within 24 hours of check-in. The listing is suspended pending review, and you are moved or refunded — the photographs being accurate is the one promise the design puts on the home page.
Are reviews from real stays?
A review can only be left against a completed booking, and the score shown on a card is the mean of every review from the last 24 months. Older reviews stay readable but stop counting.
Payment & pricing
Is the price I see the price I pay?
Yes. Taxes and service are included in the figure on the card and on the detail page. The only thing that can be added afterwards is something you choose, such as a board upgrade or a late checkout.
When am I charged?
On free-cancellation rates, at check-in. On non-refundable rates, at booking. Which one applies is stated on the reserve button before you press it.
Which methods are accepted?
Visa, Mastercard, American Express and PayPal, plus pay-at-property where the property offers it. Currency is whatever you have selected in the header; conversion happens at your bank's rate.
Contact us
Three ways through, and a real person on the other end of each.