How can we help?
Answers for guests and hosts. Search, or pick a topic below.
For guests
- How booking worksFrom search to check-in: what happens when you book a home.
- Paying for your stayHow payment works, what we hold and when the host gets paid.
- Cancellations and refundsHow to cancel, how fast you get your money back, and what happens if a host cancels.
- ReviewsHow reviews work, how to leave one and what we check.
For hosts
- Hosting basicsWhat you need to list a home on Bookalizer, step by step.
- Listing review and licence numbersWhy we check new homes, what we look for and which places need a licence number.
- Team roles and accessInvite your team and give each person only the access they need.
- PayoutsHow and when hosts get paid.
- If you need to cancel as a hostWhat happens when a host cancels a confirmed booking.
- Taxes and reporting to tax authoritiesTourist taxes, VAT on our fee, and the yearly host report to HMRC and EU tax authorities.
Your account and safety
- How our service fee worksWhat the fee covers, who pays it and why every price is complete.
- How search ranking worksWhat decides the order of homes in a search, what never does, and how Sponsored places work.
- Staying safeWhat to do in an emergency, and how to avoid scams.
- Keeping your account secureTwo-step login, signing out other devices, and how support can help you.
Still need help?
Send us a message. We usually reply within 24 hours, and within 1 hour for safety issues.
Contact supportFeel unsafe right now?
Call the local emergency number first (112 in Europe, 999 in the UK, 911 in the US). Then tell us, choosing "Safety" as the topic. We treat these as urgent.
Read our safety advice