Booking, paying and staying

Request, then confirmation

Every booking starts as a request. The host has up to 24 hours to accept or decline. If they accept, your card is charged and the trip is locked in. If they decline (or don't reply), no money is taken.

Messaging your host

The message thread unlocks as soon as the booking is confirmed. Use it to share arrival time, ask about parking, mooring access, pets, or anything else. Keep conversations on the platform so we can help if anything goes wrong.

Modifications & cancellations

Cancel from your Trips page. Refund eligibility depends on how close to the check-in date you cancel, see the cancellation terms shown on each booking. If a host cancels, you're always refunded in full.

What happens if a guest doesn't show up?

If a confirmed guest hasn't arrived by the agreed check-in time and isn't responding in the message thread, message them once more on the platform (so we have a record) and then email support@boatstays.org with the booking ID. A no-show is treated as a guest-side cancellation: the booking stands, the payout releases on the normal schedule, and your calendar stays blocked for the dates the guest had reserved.

When is my card charged?

When you send a booking request, we securely store your card details with Stripe but don't take any money yet. Your card is only charged once the host accepts. If they decline or the request expires, the authorisation is released and you're never charged.

Receipts

Stripe emails you a receipt as soon as the payment goes through. You'll also see it on your Trips page.

Refunds & disputes

Refunds go back to the original card and typically appear within 5-10 working days. If something went wrong with your stay, please contact us before raising a chargeback. We can almost always resolve it faster directly.

Verified hosts

Every host is identity-verified through Stripe before they can take a booking, and every listing is reviewed by our team before going live.

Host approval of guests

Hosts see your name, photo and any previous BoatStays history before accepting a request. You can add a short note about your trip to help them say yes.

On board

• Read the host's check-in instructions carefully
• Lifejackets must be worn by children on deck and by anyone who can't swim
• Don't operate locks or moorings under the influence of alcohol
• In an emergency, dial 999 and ask for the relevant waterway service

Switching between guest and host

One BoatStays account, two modes. Visit the host setup page to enable hosting. You can switch between guest and host views from your account menu at any time.

Profile & languages

Edit your name, avatar and the languages you speak from your profile settings. A complete profile helps hosts say yes to your requests.

Notifications & email

We send transactional emails (booking requests, confirmations, payout updates) from notify.boatstays.org. Every email has an unsubscribe link for non-essential communications. Security and payment emails are always sent, these are required for your account to function.