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Guest Frequently Asked Questions

August 8, 2016 by Regis Perruchot

How do I search for a vacation rental?

Go to Canarias BnB and enter your destination (island, municipality, area or property name), check-in and check-out dates, and the number of people in your party. Click Search.

Using filters
Select a filter from the options at the top of the page or click More Filters to view all of the filter choices.
Remember: Filters are a great way to narrow down your search results based on your preferences for your stay. Filters include: price per night, booking options, location time, and features.

Using the map
Zoom in and out to view areas where you would like to stay.
Click a pin to view information about the property.

How do I search for a vacation rental using the map?

1. Go to the website and enter your check-in and check-out dates and the number of people in your party.
2. Click your area of interest on the map.
3. On the search results page, select different filters to refine results.
4. Click Map to view results on a map.
5. Zoom into neighborhoods where you would like to stay.
6. Click the blue pins to view information about the vacation rentals.

How do I contact a home owner?

1. Locate the listing.
2. Click the Contact Owner button located on the right side of the listing details page.
3. Fill out the form to send a message to owner and click Send.

Owners are encouraged to reply to inquiries within 24 hours. If you do not hear back in this time frame, you may want to consider alternative properties.

If you have already made a reservation and unable to contact owner or manager, please contact Canarias BnB Customer Service for assistance.

How do I pay securely for my reservation?

Paying online with credit card on Canarias BnB is the most secure way to book a vacation rental on our site.
From the moment your payment information is entered, Canarias BnB protects your credit card and personal information using encryption and advanced patented tokenization services to protect your credit card transaction.

What is the Canarias BnB cancellation policy?

Canarias BnB allows hosts to choose among three standardized cancellation policies (Flexible, Moderate, and Strict) that we enforce to protect both hosts and guests.

The three main cancellation policies include:

Flexible: Full refund 1 day prior to arrival, except 10% fees
Moderate: Full refund 5 days prior to arrival, except 10% fees
Strict: 50% refund up until 1 week prior to arrival, except 10% fees

A host’s cancellation policy can be found in the Prices section of their listing page. Guests must agree to the host’s cancellation policy when they make a reservation.

What can I do if the property is not as described?

If the property is significantly different from the one described in the listing, you should first contact the vacation rental owner to make him/her aware of your concerns. Often times, complaints can be immediately resolved if the owner or manager is aware of the issue. As a second step, write a review. Reviews have far greater visibility to other travelers, typically are more helpful for other travelers, and give owners the chance to respond.

What are the review guidelines?

A review must be submitted within one year of the date of stay.
Users who post content must have all legal rights to post the content.
Reviews of a property must focus on the traveler’s experience renting the property, which will typically focus on the stay but may address other factors relating to the rental process such as inquiries or reservations.
Listings and reviews should be accurate.
The content must comply with the current site Terms and Conditions.
Reviews and responses should not disclose the physical location of the property or the rates charged by the owner or manager.
Users cannot post a review or response for the purpose of blackmailing or extorting owners or travelers for money or other consideration. The reviews are for the benefit of future travelers, not to allow one party to threaten the other.
Reviews may not make mention of any of our competitors or link to competitor websites.

How do reviews work?

All the reviews on Canarias BnB are written by hosts and guests from our community, so any review you see is based on a stay that a guest had in a host’s listing.

You have a year after checkout to write a review for a trip.

How do I refund my guest?

Depending on when your guest canceled a reservation, you can refund them from their reservation on Canarias BnB.

Guest canceled before check-in date

If your guest canceled the reservation before the check-in date, you can refund them based on the cancellation policy. You just need to notify Canarias BnB in case you are managing yourself your property. If Canarias BnB manages your property, you don’t need to worry about it, we’ll take care of everything for you.

Guest canceled after check-in date

If your guest canceled the reservation after the check-in date, you can issue a refund to your guest by agreeing first with your Guest the amount you plan to refund them and then notify Canarias BnB so that we can proceed with the refund.

Why register is required to book or send messages in Canarias BnB?

In Canarias BnB register/login is mandatory to contact owner or send a booking request.

There are several important reasons for which we designed our web site to work this way:

– First of all, not wanting to register to contact the owner or send a booking is like wanting to have an email account without a way to identify yourself. And without registration, who will receive confirmation, who will receive invoices, messages or more important cancellation messages?

– Secondly, if someone makes a reservation and doesn’t remember the dates, price or other info, how to check that info as Canrias BnB admin?

– Thirdly, how someone who rents is able to get in touch with the owner? Right now the owner details are available after a confirmed booking and only for the user who makes that booking. If you don’t have an account, contact info cannot be shown.

– Another issue is related to payment – how to identify the user who pays the admin fee? What if he is doing fraud?

And these are just some of the issues that would happen without registration.

Besides that, no user who wants to book a room will leave because they need to have an account.

No one is comfortable to make a payment without having access to the reservation info, payment info and a way to communicate.

Can I pay with any currency?

No. All payments are due in Euros and only in Euros, and are controlled by your payment method and, in some cases, by your country. It’s not possible to manually choose a different currency to pay.

When you select your country and payment method on the checkout page, the Euro currency in which you’d be charged will be clearly displayed before you confirm your reservation request.