Help center
Quick answers — or reach Juan directly, any time.
How does booking work?
Choose your dates on any stay and send a request. Juan confirms within 24 hours. Your card is authorized but only charged once he accepts — so you're never charged for a stay that can't happen.
When am I charged?
Never before your host accepts. We place a secure authorization on your card at request time and only capture it once Juan confirms the booking.
What's the cancellation policy?
Free cancellation up to 5 days before check-in. After that, the first night is non-refundable. Juan handles special circumstances personally.
Are there any hidden fees?
No. Because you book direct, there's no marketplace guest service surcharge. The price breakdown on checkout is exactly what you pay.
Can I message the host before booking?
Yes — open any stay and tap 'Contact host', or reach Juan any time through your Inbox.
How do I manage my trip?
Everything lives under Trips: your dates, confirmation code, and a direct line to Juan for check-in details and local tips.
Still need a hand?
Juan usually replies within a couple of hours.