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Help Centre

Being a Guest

FINDING A PROPERTY

 

How do I find a property?

You can start easily by searching for properties from the homepage and then refining your search. On the homepage, enter the destination you want to visit. 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. If you are just curious and wish to contact the host before you have firmed up your plans you can simply send an enquiry to the landholder without having to commit to any dates or making any payments.

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 make my choice?

We try to make it as easy as possible to choose the property that suits you. We suggest that you firstly look closely at the photos to make sure it looks like the kind of place you would be interested in. Next read the host’s description about their property. It is really important to remember that every one of our listings is unique. There will be different types of accommodation, tours, activities and amenities and rules at every place so you need to make sure you understand what is being offered before you book. But we try and make as much information as possible available before you contact the owner or make a booking. For example, by looking at what categories the landowner has ticked you will be able to check whether you can take your dog or whether a particular property caters for disabled travellers.

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 delisted 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 if a property is as good as it says?

Youcamp has a review system that allows guests to give a star rating out of five and make a comment. Hosts have a right of reply to these reviews by contacting the Youcamp Team but do not have the right to delete the reviews themselves. We will only delete a review if it can be established it was posted in bad faith or is demonstrably untrue. The more good reviews a property has, the more sure you can be that it is worth visiting.

We encourage all guests to review the property after they have stayed. This helps other guests plan their next experience.

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?

Creating your favourites list is a great way to plan your adventure. You can browse the properties you like, click them as your favourite and then return to your shortlisted favourites at a later date.

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 and click on Favourites.

To remove a listing from your favourites just deselect the favourite heart.

MAKING, ALTERING & CANCELLING A BOOKING

How do I make a booking on Youcamp?

When you want to visit a property listed on Youcamp, the experience will be unique – starting with how the host like’s to get to know their guests. Some hosts want to approve each booking, while others are comfortable letting you book instantly. All hosts can be sent enquiries via the message system. To make a booking, you need to set up an account and complete your profile.

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 payment method may be temporarily authorized for a charge when you request a booking, but this authorization is voided and released back to the payment method 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 or made an enquiry via phone or email. 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 cancel a booking request?

You cannot cancel a booking request that you’ve already submitted so make sure it is exactly what you’re wanting before you complete your request.

But, if you cancel after the booking has been accepted and confirmed, your booking will be subject to the terms of the cancellation policy selected by the host.

How do I check that my booking has been accepted?

A couple of things are required to confirm your booking:

  • You’ve added your payment information
  • The host has accepted your request (unless the host has turned on Instant Book which will automatically accept your request).

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 are 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.

You do not need to ask the host first if you intend to cancel your booking. The host does not cancel your booking, you do!

If you wish to cancel, simply proceed 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.

To cancel a booking go to your profile (located where your name is in the top right corner of the screen), select My Trips > locate trip in upcoming bookings > View Directions & Details > Cancel this booking. Fill in the cancel booking page and submit.

The Youcamp booking service fee is not refunded when you cancel your booking.

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:

  1. 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.
  2. If the dates of the booking have already passed or are unavailable, you can’t make any changes to the booking.
  3. 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.
  4. 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?

In short, the answer is no. 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.

PAYING

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.

What are the guest service fees?

To cover the costs of Youcamp, we charge guests a small service fee every time a booking is confirmed. The guest service fee is 10% and this amount can be found on the checkout page before you submit a booking.

Why do we charge a guest service fee?

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. Youcamp is a proud supporter of regional Australia and helping landholders to have diversified incomes.

When do I pay for a booking?

You will pay for your booking in full and in advance. Each host sets their own cancellation policy so please ensure you check the cancellation policy that applies to the property you intend to book.

When you book via Instant Book you will be asked to submit your credit card details for payment at the time of booking. Once payment is processed your booking is immediately confirmed.
If you book via Request to Book you will enter your credit card details and wait for your host to “accept” the booking (within 24 hours). As soon as the host accepts your booking, your credit card will be charged. Please note that if for some reason your credit card is declined your booking will not be confirmed and you will be notified by email that your booking was unsuccessful due to payment decline. The booking will not be held for you in the instance of credit card decline.

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:

  1. Log in to your Account
  2. Select Edit Profile
  3. Select Payment Details on the left side menu
  4. Add/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?

You will be emailed a booking acceptance/receipt at the time of a booking. If you need to access these again, you can login to your account to find them.

To access and print individual booking receipts for a booking:

  1. Go to your Account
  2. Click My Trips to view booking details
  3. Click on the trip you require a receipt and simply print

REVIEWS

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.

Why are reviews important?

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, go to your Reviews. 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 located here.

The other way you can see your reviews is via the Host Portal > Property Listings > Reviews.

Can I reply to a review?

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 info@youcamp.com

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:

  1. Reviews that do not represent a user’s personal experience
  2. Reviews unrelated to the actual reservation (such as social commentary or politically motivated commentary)
  3. Content that mentions, endorses or promotes activity that is illegal, harmful, violent, profane, vulgar, threatening, defamatory, obscene or discriminatory
  4. Content that violates the rights of others
  5. Content that is proven to be extortion

Can I delete a review?

No. Reviews can’t be changed or deleted. Youcamp Administrators can delete a review in the event that a review violates the Review Guidelines.