How do I find a property?
On the homepage, enter the destination you want to visit or enter the name of the property you already know. You can refine your search by the area you are thinking of visiting and the kinds of accommodation or activities you want to enjoy. Click on a property to open it and read all the information – description, availability and reviews. Follow the prompts to set up your free account when you are ready to make an enquiry or a booking.
Can I ask for host contact details before a booking is made?
No. We do not allow the exchange of contact details until a booking is confirmed. Our insurance scheme is automatically attached to every booking at our eligible properties and so it is critical every booking goes through Youcamp. By exchanging contact details the risk of a booking being placed outside the system is increased. That is why we block phone numbers, websites and email addresses. However, we do understand that sometimes (such as for big group bookings or special events) guests really do need to talk to hosts before a booking is made. In such cases email us at [email protected] so we can facilitate an introduction.
How do I use search filters?
Search filters are used to narrow down your choices when looking for a property. For the most accurate results, use your destination, number of guests and dates. Other filters include accommodation type, amenities, activities, tours and terrain. Simply tick the boxes of the filters that apply to your search.
How do I know if the dates I need are available?
As long as you enter your destination, travel dates, and number of guests, all listings that appear should be available for your trip. While we strongly encourage all hosts to keep their calendars up to date, consider sending a message to hosts to double check availability (if they haven’t turned on Instant Booking). You can also message the host to ask them about other details.
How will I know what to expect and whether I will be safe?
The sharing economy and websites like Youcamp are built on reputation and reviews. Hosts who don’t provide a good experience can be reported by guests and will be de-listed from the website. Every visit will also be rated by guests so properties that do not meet expectations will rank poorly in reviews. Our platform makes sure that all money is handled securely by one of the world’s most reputable payment gateways.
How do I know my personal information is safe?
Youcamp is a national web platform built around trust and we take personal information seriously. We verify the identity of our hosts and guests and use an internationally respected and widely-used payment gateway. The protection of your private details is critical to us and we have built our messaging network to be “closed” so that you can communicate with hosts and the Youcamp team in total confidence.
How do I create my favourites list?
To create your favourites you’ll need to have an account. Follow the prompts to Sign Up. Once you have your account simply click the favourites heart that appears at the bottom of the booking box on each property listing page. To browse your selected favourites go to your name (top right corner) and click on favourites. To remove a listing from your favourites just deselect the favourite heart.
How do I make a booking on Youcamp?
There are two booking options – Request to Book and Instant Booking. Request to Book requires the host to accept a booking before it becomes final and you aren’t charged until the booking is confirmed. Instant booking is a booking that is reserved straight away.
When do I pay for a booking?
Your payment information is collected when you submit a booking request. Your credit card will be temporarily authorized for a charge when you request a booking, but this authorization is voided and released back to the credit card if your request is declined or expires. We complete a charge only when a booking request is accepted. Once the host accepts your request, or if you book with Instant Book, your payment method will be charged for the entire amount at that time.
Whether the booking is two days or two months away, we hold the payment until 24 hours after check-in before giving it to the host. This hold confirms your booking and you’ll have peace of mind knowing your booking is secure. It also ensures our hosts know that the booking has been paid and the guest has the full intention of arriving.
Should I book if I have not heard back from the host?
Unless a host is using Instant Book, you’ll need the host to accept your booking within 24 hours using the Youcamp website. If a host hasn’t responded within 24 hours, your booking request will lapse. If the host missed the deadline or changed their mind, they can ask you to re-submit your booking request. In the event you don’t get a successful booking, consider reaching out to other hosts in the area. You can contact as many hosts as you’d like, so it’s up to them to respond to you promptly or risk losing your interest.
We’re on our way to a property listed on Youcamp but we didn’t make a booking. What is the process?
In the event that you can’t access the Youcamp website to make a booking, hosts will also use Youcamp to process manual bookings on your behalf. This will apply if you’ve arrived at the property without a booking. In this case, the host will need your contact and credit card details.
What happens if my booking request is declined?
If your booking request is declined by the host, no charge is made for the booking and you’re free to book with another host. The safest way to ensure a booking request will be accepted is to confirm availability and any other questions you have first.
How do I check that my booking has been accepted?
When a host has accepted your booking request, you’ll receive an email confirming the details. Your booking request status will also change to ‘Accepted’. To check the status of your upcoming trips, go to Host Portal > Bookings.
How do I cancel a confirmed booking?
When you made a booking, you agreed to the host’s cancellation policy. A booking cancellation policy is the terms or conditions when money is returned because a booking has been cancelled. Cancellation policies protect hosts in the event of unexpected guest cancellations.
If you wish to cancel, simply Login > My Trips > View directions & details and cancel it, there is a space to leave a courtesy message to the host. It is important to cancel promptly. For example, if the property has a check-in time of 2 pm and a flexible cancellation policy (24 hrs) you must cancel your booking before 1.59pm the day prior to arrival in order to get a refund. Refunds can take up to 10 business days to appear on your credit card. The Youcamp booking service fee is not refunded when you cancel your booking. If there are extenuating circumstances for why you can’t fulfil your booking, you’ll need to check with the host if they are prepared to offer a 100% refund. In this case, only the host can cancel the booking to trigger a full refund. When a host has accepted your booking request, you’ll receive an email confirming the details. Your booking request status will also change to ‘Accepted’. To check the status of your upcoming trips, go to Host Portal > Bookings.
Can I alter my booking?
Yes you can. A guest can submit an Alteration Request to their booking right up until the arrival date and check-in time set by the host. A host has 24 hours to accept your Alteration Request, so try not to leave things to the last minute as often hosts are busy people! If the host does not accept your Alteration Request (or doesn’t accept it within 24 hours) your booking will revert back to your original booking.
To alter your booking, go to your profile (located top right corner, where your name is), from the drop down menu select My Trips > locate trip in upcoming bookings > View Directions & Details > Change this booking > Alter Booking. Fill in the details and click submit.
Note these important points regarding Alteration Requests:
- You can only alter the number of guests and dates for the accommodation type of the original booking. If there is a change in accommodation – for example a guest switching from a one campsite to a different campsite or to a cabin, the original booking will need to be cancelled (by the host – so you get a full refund), and a new booking made.
- If the dates of the booking have already passed or are unavailable, you can’t make any changes to the booking.
- You cannot alter your booking for a same day arrival. This will need to be made as a new booking or the host can process a manual booking.
- If the host has changed the pricing, the new booking will reflect new pricing if your Alteration Request request is accepted.
Will I be charged if my booking request isn’t accepted by the host?
If your booking request isn’t accepted by the host, you won’t be charged for the booking or any Youcamp fees. Your booking will revert back to the original booking.
What do I do if my credit card is not working?
Youcamp accepts Visa, Mastercard and American Express and many debit cards that be processed as credit. You can try booking with your debit card or contact your bank to ask if your debit card is authorised for online transactions.
If you receive an error message after trying to use your credit card on Youcamp:
Double-check your payment information
Be sure that you’ve entered your credit card number and billing address correctly, your card has enough available funds, and your card has not expired.
Contact your bank
Sometimes your credit card may be incorrectly refused by your bank. If you’ve entered your information correctly and are still having problems using your card, contact your bank or credit card provider to let them know. Inform them of the amount of the charge and the time you tried to make the charge so they can let the transaction go through.
Try a different credit card
You can add or use a different credit card to pay for your reservation before submitting your request. Once you’ve reached the payment page, select Add new card in the Payment type drop-down menu.
Can I book on behalf of a friend or family member?
While it is common for a person to book for a family or large group, the person making the booking should also be part of the booking itself. Both guests and hosts rely on profiles and reviews in order to make Youcamp work.
Can I pay with any currency?
No. Youcamp is only available in Australia so all payments are accepted in $AUD. If you’re making a booking from another country, we will convert your payment into $AUD automatically.
How is the price determined for my booking?
Hosts determine and set their own pricing. Your booking includes all the accommodation, activities, tours and extras you have selected as part of creating a booking. Youcamp charges a guest service fee on each booking and GST which are also included.
What are the guest service fees?
To cover the costs of Youcamp, we charge guests a 11% fee every time a booking is confirmed. We charge a guest service fee to cover the costs of Youcamp. We based this decision on lots of guest feedback. Guests are happy to pay a small contribution that enables regional hosts around Australia to list their properties for free. Youcamp is a proud supporter of regional Australia and helping landholders to have diversified incomes.
Will I be charged if my booking request isn’t accepted by the host?
No you won’t be charged if your booking isn’t accepted. It is important to note that your credit card will be held until the host either accepts or declines your booking so we suggest not booking any other sites until you have had a response.
What methods of payment does Youcamp accept?
Youcamp accepts the three major credit card providers – Visa, Mastercard and American Express. Youcamp also accepts debit cards that can be processed as credit.
How do I remove or edit a payment method?
To view the credit card information on your Youcamp account > Login > Edit profile > Payment details > Update your credit card details. If you’ve added more than one credit card as a payment method, you’ll be able to remove any card that is not your default payment method by clicking Remove. You won’t be able to remove a card that’s currently being used on a pending or active reservation. To have a card appear first on your list of available payment methods the next time you make a booking, click Set Default. You can click Add Payment Method to add new credit card information to your account at any time.
Where do I access receipts for bookings?
Login > My Trips > View Receipt > Print.
How do reviews work?
All the reviews on Youcamp are public and are written by guests based on a stay at a property listed on Youcamp. In the future, we plan to give hosts the ability to also review a guest. Reviews help to ensure that hospitality standards are met. Reviews are public so they provide useful feedback to other guests about a property and what to expect. Reviews provide an opportunity to use your guests’ feedback to make improvements to your listing or the hospitality you provide.
How do I write a review?
To leave a review for a recent trip, Login > My Trips > Write a review. You must follow Youcamp’s Review Guidelines. Reviews should be sensitive and respectful – we will remove or edit a review if we find it violates the Review Guidelines.
How do I see a review written about my listing?
You will receive a notification in Messages each time you receive a new review. There are two ways to view your property reviews. Go to the Youcamp website and locate your listing via the search button. Scroll to the bottom of the page and you will find your reviews. The other way you can see your reviews is via the Host Portal > Property Listings > Reviews.
Can I reply or delete a review written about my listing?
No. But we take the fairness of reviews seriously so if you have an issue with a review of your listing, please contact us at [email protected] Reviews can’t be changed or deleted. Youcamp Administrators can delete a review in the event that a review violates the Review Guidelines.
What are Youcamp’s review Guidelines?
We encourage all guests to post a review once they’ve completed their stay. We ask that you be clear, concise and stick to the facts. Youcamp will not edit any reviews, however we will not publish a review if it falls outside of our guidelines, which are:
- Reviews that do not represent a user’s personal experience
- Reviews unrelated to the actual reservation (such as social commentary or politically motivated commentary)
- Content that mentions, endorses or promotes activity that is illegal, harmful, violent, profane, vulgar, threatening, defamatory, obscene or discriminatory
- Content that violates the rights of others
- Content that is proven to be extortion