How can we help?

Open a property from Browse stays and use its enquiry link where available. Add your name, email, guest count and message. Requested arrival and departure dates are optional.

An enquiry does not reserve a property, confirm availability or price, or take payment. New online bookings and payments are not currently available.

When an enquiry is saved, the page shows Enquiry received and a receipt reference. Keep that reference for any follow-up with Urban Stay.

If a submission needs confirmation, use Retry this same enquiry in the original browser tab. Keep its submission reference and contact Urban Stay if the result is uncertain; starting again can create a duplicate.

If online enquiries are unavailable, the enquiry page offers an email draft or the contact page. Opening an email draft does not send it: review and send it from your email app.

If you need to change your stay dates or extend your booking, contact Urban Stay with your booking reference and the dates you would like to change.

Extensions are subject to host approval, property availability, and any updated pricing for the new dates requested.

If the property is not available for the full extension, support may be able to help with alternative options.

For longer stays or staged-payment arrangements, changes may need manual review before they are confirmed.

Check-in details are usually shared once your booking is confirmed and closer to your arrival date.

The exact timing can vary depending on the host setup, guest verification, and building access requirements.

If your check-in details have not arrived close to your arrival window, contact support as early as possible so the team can review your reservation.

Always make sure your email address and phone number are correct on your account to avoid missing access information.

For an existing Urban Stay reservation, payment timing depends on its terms and any staged-payment arrangement.

For an existing reservation, refund eligibility depends on its cancellation terms, timing, and stay status.

Where a refund is approved, the processing time can vary depending on the original payment method and banking provider.

If you need a payment breakdown or invoice support, contact the support team with your booking reference.

For general booking questions, the best place to start is your booking area or support route linked to your reservation.

If the issue is urgent and affects your arrival, access, safety, or current stay, contact support directly through the contact page.

Where host input is needed, Urban Stay support may coordinate with the host on your behalf.

Try to include your booking reference, property name, and a short summary of the issue to speed up the response.

If there is a serious issue at the property, report it as soon as possible and include clear photos where relevant.

For urgent access, safety, or utility problems, contact support immediately and explain how the issue affects your stay.

Provide a short explanation of what has happened, when it started, and whether the issue is preventing normal use of the stay.

Include accurate details so the team can review the issue.

For existing reservations, host payouts can depend on status, payment clearance, and the agreed payout structure.

Some existing reservations may use delayed or staged releases, especially for longer stays.

If you are a host and need clarity on a specific payout, the best approach is to contact support with the reservation details.

Any payout review may require confirmation that the stay has progressed as expected and that no active dispute is affecting the booking.