Hey there, looking good today!
Welcome to the Home Sweet Home FAQ Center. We are more than happy to answer any question for you. Though, before sending us an request, simply click through our FAQs and see if your answer is there already.
Don’t find what you are looking for?
No worries, a team full of hard and heart work is very happy to assist you any time – We are trying our best to get back to you as soon as possible. Meanwhile, meet an amazing Travel Community on Facebook!
How does it work
Simply because we want to make things easy for everybody. Not for every local host it’s easy to keep track of bookings and occupancy. That’s why we make it easy and simply offer bookings up on request. It takes 24 hours maximum until your booking gets confirmed – usually we are even quicker.
Our system sends automatically emails. You will receive an email when you place a booking request, when your booking gets confirmed and when your booking gets declined.
In case you don’t receive any email from us make sure to check your advertising and spam folder. Also, check your account details if you spelled your email correctly.
In case you still can find no email simply contact us!
No worries, we got this! Send us your booking details (Name, Homestay, Dates) to email@example.com and we will resend your booking confirmation. Make sure your email address is the same one you made the booking with.
Booking with HSH Stay supports the locals 100%! The prices you see is what the locals get! We don’t charge any commission, just a little service fee. With HSH Stay you travel sustainable & support the local tourism! Wake up, live in a dream & simply feel at home! Every booking counts – Please support us.
Yes, last minute booking up to 24 hours before the requested date are possible. They have top priority at HSH Stay and will be followed up by our team ASAP!
I did not receive a confirmation email, what to do?
There are three possible cases – Let’s check which one matches your needs:
1. Did your booking confirmation email end up in the junk or advertisement folder? Please checkand mark as ‘non advertising’!
2. You entered a wrong email address when making a booking. Please contact us and we will check the details for you.
3. Your booking is actually not confirmed yet, because your request is still pending (See question: Why do I have to wait up to 24 hours to receive a booking confirmation?)
What a bummer, this shouldn’t happen. Normally, there are two possibilities why a problem occurs. First, you might have not filled in all mandatory information fields: Double check your details and ensure that you filled in all information. The second option is, your chosen payment method is declined: Double check your information for misspelling and try it again. Still having issues? Please contact us – we are happy to help you out!
When your booking is confirmed, you will receive a confirmation email from HSH Stay with your booking details. This shouldn’t take longer than 24 hours, usually it’s even quicker. Though, sometimes – specially at places in very rural areas, it will take longer. A member of our team will contact you and inform you about the delay.
Same day bookings are not possible on Home Sweet Home because we need a little bit of time to process your booking. Some locals don’t have email addresses or they only check their messages once a week. That’s why we need some time ahead to secure your spot. We want to give the best service for you as well as for our locals so that’s why we do not allow same day bookings. Thanks a million for your understanding.
Good things take time. All homestays and guesthouses in Bali and Indonesia are family businesses located all over the islands – sometimes in the most hidden parts of the island. Sometimes the phone signal isn’t the best, while others simply went for grocery shopping. Specially in Bali our local hosts are very busy with ceremonies. Learn more about the Local Life!
Some locals don’t have email addresses or they only check their messages once a week. That’s why we need some time ahead to secure your spot. With all the daily hustles and bustles, this might take up to 24 hours (but usually we are quicker!). In case your booking gets declined we are more than happy to provide you with alternative places to stay. Booking with HSH Stay you are doing everything 100 % right, because you are supporting the locals and travel sustainable. Learn more about Why we do what we do!
Believe us, you will not regret the wait!
Update and change your booking
That’s not a problem if it’s only an hour or so. The local hosts know you might stuck in traffic or you are just on ‘Bali time’. Though, if it means you are arriving late night or even the next day, make sure to inform your host.
For now our transfer services only apply for Bali. If you made a booking for Bali you can simply book your Bali transfer with us!
When booking on Home Sweet Home Stay you are booking a room. Each room price you see is for 2 person (unless mentioned clearly!). In case you booked for 1 person but you are two, simply drop us a message and we will change your number of persons in your dashboard.
You can simply send us a message and change the details of your booking. This can be number of persons, room type or date. The best is you simply reply to your booking email or send us an email with your name, email address, booking number and requested guesthouse to firstname.lastname@example.org.
Cancel your booking
The booking fee is non-refundable. We only charge the booking fee when the booking is confirmed.
Please cancel by into your profile’s dashboard, go to your booking overview and click the “cancel” button.
You can cancel your stay up to 24 hours before your agreed check-in date as per your agreed terms & conditions.
Please be aware: Out of respect and decency, we kindly ask you to notify us in any case of cancellation, to give the guesthouses the opportunity to adjust their availability in time and to possibly resell the cancelled room.
Thank you for your understanding and support!
Questions related to your payment
You have to fill in your credit card details during the booking process. After sending your request, the host has to confirm it first. After that, you will receive a confirmation email and your credit card wil be charged. But only if it has been confirmed. No worries!
We take big efforts to ensure that all credit card transactions via Home Sweet Home are secure. Your payment is 100% secure. When will my credit card be charged?
The CVV Number (“Card Verification Value”) on your credit card or debit card is a 3 digit number on VISA card and MasterCard. On your American Express it is a 4 digit numeric code.
Paying with credit card is not very common in Indonesia. Apart from hotels and western owned businesses cash counts. But don’t worry, ATM machines for cash withdrawal are available all over Bali and most likely you will pass one on the way to your guesthouse. Learn more about ATM’s in Indonesia!
Booking with Home Sweet Home supports the locals 100%! The prices you see is what the locals get! We don’t charge any commission, just a little service fee. With Home Sweet Home you travel sustainable & support the local tourism! Wake up, live in a dream & simply feel at home! Every booking counts – Please support us.
You are more people? Great news.
The standard rooms (if not described differently) are for 2 persons. However you can also book an extra bed for a third person. Once the booking request is made we will adjust the number of persons manually.
It is possible to simply book more than 1 room of the same guesthouse. Simply select your first room, enter the dates and the persons and click on ‘book now’. Furthermore go back to the guesthouse page and do the same again!
Immediate help when checking in
Please note to only use this service if you are having troubles checking in, finding your place or any other trouble on site in Indonesia. For other requests, please send us a message.
Don’t worry. Usually always somebody of the family or the staff is on the property. Sometimes they are gone to get some groceries or are out for ceremonies. They will be back shortly. If you cannot find anybody, simply give the accommodation a call. You received the number in your confirmation email.
This case is very rare, we are trying to make everything as smooth as possible. But sometimes people make mistakes and a room is overbooked. In this case whatsapp our Customer Service right away +62 812-3758-1773. We will find a new place for you immediately.
You are not the only one suffering from this problem. Sometimes it can be very difficult finding places here, simply because they don’t have addresses as we do have in most western countries. In that case, you have several options:
1. Use the link in your confirmation email, it will give you the exact location on a map (including coordinates!)
2. Call your accommodation with the number provided in your confirmation email. Or even better: Let your driver call the Homestay – same language, less problems!
Sometimes the places are a bit hidden:
1. Look for a HSH sticker, almost all our Homestays are labeled on the sign outside
2. Ask the people around if they know the place
2. Call the accommodation with the number provided in your confirmation email. Or even better: Let your driver call the Homestay – same language, less problems!
Question relating an existing booking
Please use this contact form if you have questions or updates regarding an existing booking. Make sure to enter your booking number, first name & last name, accommodation, activity or transport type and your request.
Questions about Love and Life Indonesia
Ask us anything you want and we try our best to help you out. In case you are having particular questions about our amazing places to stay please make sure to mention the name of accommodation. Same goes for availabilities – please don’t forget the date.