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Find answers to Frequently Asked Questions

Frequently asked questions

Please contact Whimstay Customer Service at support@whimstay.com so we can learn more about the issues and help resolve them.
You should report any damage to the property directly to your Host. Host contact information is provided in the booking confirmation page in the Whimstay Traveler app and in the booking confirmation email.
If everything goes as planned, Whimstay will refund your credit card for the security deposit amount within 7 to 14 days after you check out. If it's been over 14 days since you checked out, please contact Whimstay Customer Service at support@whimstay.com.
If items at the property do not work (such as appliances, lights, garage door, etc.), please report this to your Host. Host contact information is provided in the booking confirmation page in the Whimstay Traveler app and in the booking confirmation email.
You and the Host have agreed to the checkout time for your booking. Only the Host can make an exception (not Whimstay), so if you need to checkout late, please contact your Host. (Host contact information is provided in the booking confirmation page in the Whimstay Traveler app and in the booking confirmation email.) Late checkout times may be available upon request, but unless you receive approval for a later checkout time directly from your host, if you check out late, you may be liable for Overstay Fees (see our Terms of Service for additional details). We recommend you save any email or text as documentation of the mutually agreed new checkout time.
A security deposit provides some protection if the property is damaged during your stay. If everything goes as planned, we'll refund your credit card for the security deposit amount within 7 to 14 days after you checkout. A damage waiver is a fee that covers the rental property from accidental damage. This is insurance and this fee is the non-refundable premium. Accidental property damage coverage has a maximum coverage amount and typically covers damage such as broken lamps, windows and glass, damaged doors, walls and furniture, and other accidental damage. Contact your host for additional details on coverage details.
You can add a card - your first card or another card - when making a booking. To do this, select the property you want to book. Click the Book Now button to select your dates and you'll be taken to the Checkout page. When you hit the Pay button at the bottom of the Checkout page, you can then "Add a Card" at the Payment page. For the time being, this is the only way to get to your payment methods and adding a card.
For questions about the property or your stay, please contact your host. Your host's contact information is in your email confirmation of your booking, or in the Whimstay app by selecting Bookings in the menu and tap the "Contact Host" button. If you have a question for Whimstay Customer Support, please email support@whimstay.com.
For questions about the property or your stay, please contact your host. Your host's contact information is in your email confirmation of your booking, or in the Whimstay app by selecting Bookings in the menu and tap the "Contact Host" button. If you have a question for Whimstay Customer Support, please email support@whimstay.com.
You cannot cancel a reservation once booked. Whimstay provides properties at a discount rate to Travelers based on our firm booking commitment policy to our Hosts.
You cannot change a reservation once booked. Whimstay provides properties at a discount rate to Travelers based on our firm booking commitment to our Hosts.
Host contact information is provided in the booking confirmation page on the Whimstay Traveler app and in the booking confirmation email.
Right now, that's something we haven't added into the Whimstay app and experience. These are last-minute bookings, so we are trying to keep the experience for both Travelers and the Hosts as simple as possible. We realize that Travelers may have a question about the property that is not answered in the property description. We're working on that.
Yes, you can use the Pets check-box on the Filters page to search for available properties that allow pets. Click the word "Filter" at the top of the app. We agree with you - we travel with our pets, too!
Please contact Whimstay Customer Service at support@whimstay.com so we can learn more about the issues and help resolve them.
If your pet damaged furniture or the property, we recommend you contact your Host and explain what happened. (Host contact information is provided in the booking confirmation page in the Whimstay Traveler app and in the booking confirmation email.) How this situation is handled depends on the type of damage and whether or not there is a security deposit, a damage waiver, or neither in place for your booking. If a security deposit was taken, there is a Damage Claim process explained in detail in Section 10 of our Terms of Service. If you paid a damage waiver, your Host arranged that insurance and Whimstay does not know if it does or does not cover pet-related damage. And, if your booking has neither a security deposit or damage waiver, you are responsible for damage caused by you or your guests, including pets, per the Terms of Service. If you have additional questions, please contact Whimstay Customer Service at support@whimstay.com.
The Whimstay Platform is a "Final Sale" service. As such, all sales are final, neither the host nor the traveler may cancel a booking and no refunds are available. In some circumstances – including extreme weather or natural causes – a refund may be available to the Traveler if significant unusual circumstances occur after the Booking. This is covered in detail in our Unusual Circumstance Policy. If you hCW confirmed your circumstance meets one of the requirements in that policy, contact Whimstay Customer Service at support@whimstay.com to file a claim.
A wise property manager once told us that Whimstay is like banana bread for the vacation rental industry. What do you do when you have bananas that are ripe and will go bad soon? You make banana bread, instead of wasting the bananas. Whimstay takes vacation rental nights about to expire unused, and we make the most of it by finding last-minute Travelers who will book the property last minute for a discount.
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