Frequently Asked Questions

Cloudstay is an online accommodation booking platform that helps travellers discover and book hotels, resorts, villas, and other accommodation options. Our aim is to offer quality stays, competitive prices, and a transparent booking experience.

Cloudstay focuses on quality properties, competitive room rates, and transparent pricing. We aim to make booking simple and convenient, without unnecessary platform or convenience fees.

Depending on availability, you can explore hotels, resorts, villas, and other accommodation options listed on our platform.

Visit Cloudstay, enter your destination, check-in and check-out dates, and the number of guests. Browse available properties, compare room options and prices, review the booking conditions, and select the accommodation that suits your needs.

Cloudstay aims to provide transparent pricing without additional platform or convenience fees. Review the final price breakdown before confirming your booking, as applicable taxes and property-specific charges may apply.

Search for your destination and travel dates, select your preferred property and room, enter the required guest details, review the total price and cancellation policy, and complete the booking process.

A booking is confirmed when Cloudstay displays or communicates a confirmed booking status. Check your confirmation message or voucher before travelling. A payment receipt alone may not mean that the hotel reservation is confirmed.

A booking voucher or confirmation details should be provided for confirmed reservations according to the booking process. Keep these details available when checking in at the property.

Yes, subject to the property's booking conditions. Enter the actual guest's details correctly and ensure that the guest carries the identification documents required by the property.

You may contact the property to request early check-in or late check-out. These requests depend on availability and hotel policy, and additional charges may apply.

Check your email, SMS, and spam folder, if applicable. If the booking status remains unclear after payment, contact Cloudstay support with your booking reference and payment details. Avoid making a duplicate booking until the original reservation has been checked.

Available payment methods are displayed during checkout. Select an available method and follow the payment instructions shown on the website.

Cloudstay uses its configured payment processing facilities for online transactions. Complete payments only through the official website and its authorised payment flow. Never share your OTP, PIN, or password with anyone.

Contact Cloudstay support with your booking reference, transaction ID, payment date, and amount. Our team can check the payment and reservation status and advise you about the next steps.

Refund eligibility and processing time depend on the booking's cancellation terms, payment status, and payment provider. Once a refund is approved and initiated, the time taken for the funds to appear depends on the relevant payment method and bank.

The price breakdown displayed during booking should indicate applicable taxes and charges. Review the final payable amount and any property-specific fees before confirming your reservation.

Cancellation depends on the conditions of your selected room and booking. Check the cancellation policy in your booking details or voucher before requesting cancellation.

A full refund is available only when permitted by the applicable booking conditions. Non-refundable reservations, cancellations after the deadline, and no-shows may be subject to charges.

Changes depend on the property's availability, supplier rules, and the terms of your reservation. Contact Cloudstay support to check whether the requested modification is possible. A price difference or additional charge may apply.

Failure to arrive without cancelling your reservation may be treated as a no-show. Applicable cancellation or no-show charges depend on the booking conditions.

Contact Cloudstay support with your booking reference. Retain any cancellation acknowledgement or reference provided to you.

Cloudstay aims to onboard selected, quality accommodation providers. Property information and verification procedures may vary, so review the listing details, amenities, and policies before booking.

Property descriptions and photographs are provided to help guests understand the accommodation. If a listed amenity is essential to your stay, confirm its availability with Cloudstay or the property before booking.

Contact Cloudstay support immediately and provide your booking voucher and details of the issue. Our team can review the reservation and coordinate with the relevant property or supplier.

Contact Cloudstay through its published support channels and include your booking reference, the property name, and a clear description of the issue. Relevant photographs or supporting documents can help with the review.

Hotel owners and authorised property managers can apply through the Cloudstay Partner Extranet. Submit the requested property details and business documentation for review.

Hotels, resorts, villas, and other suitable accommodation businesses may apply, subject to Cloudstay's onboarding criteria and approval process.

Cloudstay's stated standard partner model offers a 15% commission on confirmed bookings, subject to the applicable partner agreement. Confirm the agreed commercial terms before onboarding.

Cloudstay's stated partner proposition is designed to avoid platform fees and hidden charges. Any applicable commercial terms should be clearly agreed upon before a property joins.

Cloudstay's partner proposition aims to provide payouts before or at guest check-in, according to the agreed payment arrangement and booking terms. Refer to your partner agreement for the exact settlement conditions.

Partners can use the Cloudstay Extranet, subject to account access and enabled features, to manage property information and relevant inventory, rates, and booking details.

Partners can manage supported rates and availability through the available extranet functions or an agreed integration. Keep updates accurate to reduce overbookings and booking discrepancies.

Cloudstay is working with channel management and distribution integrations to support inventory and booking synchronisation. Availability and compatibility depend on the channel manager and the specific integration enabled for your property.

Start through the Cloudstay Partner Extranet or use Cloudstay's published business contact channels to discuss property eligibility and onboarding requirements.

Visit Cloudstay's official website for the latest available contact and support information.

Provide your booking reference, registered contact details, property name, travel dates, and a clear explanation of the issue. For payment-related queries, include the transaction reference, but never share your OTP, PIN, or password.

Contact the property directly for immediate on-site assistance and notify Cloudstay support if the issue concerns your reservation, payment, or the services promised in your booking.