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Help Centre

Technical & FAQ

USING YOUCAMP

I have sent a booking request but the host hasn’t responded?

Hosts have 24 hours to respond to booking requests. That’s why it is best when using Youcamp to try and plan ahead rather than leave it until the last minute. If you are trying to find a place last minute then perhaps try to find a property that offers an instant booking so you can make a booking without a waiting for the host to reply. If it is on the day of your trip and you haven’t heard back send an email to info@youcamp.com and we will try to chase the host up for you.

Can I talk to someone to ask some logistical questions about a property?

The administrators of the website cannot answer these questions. Direct your query to the host via the enquiry button on the top right side of their listing page. We encourage you to ask the host to address your query in the listing – often this will help the next guest who may have the same question! If you need further assistance please send an email to info@youcamp.com.

Why can’t you give me the host’s phone number or address?

Youcamp hosts are are private individuals. For privacy and safety reasons we cannot give out numbers and addresses without their approval. You will receive full contact details and the address once your booking is confirmed. If something is unclear about their property please send them a message via the enquiry button and ask them to address it in their listing (we encourage you to do this as it will help the next person who may have the same question!). If you need further assistance please send an email to info@youcamp.com.

How do I find the the directions to a property?

Once your booking is confirmed you can find directions to the property by logging in. Next, click on your profile (you’ll find this where you name is in the top right corner.) From the menu select MY TRIPS. Click on VIEW DIRECTIONS & DETAILS to access directions and host contact details, VIEW RECEIPT will display your receipt. If you need further assistance please send an email to info@youcamp.com.

How do I cancel a booking?

After your booking is confirmed you can cancel it by logging in. Next, click on your profile (you’ll find this where your name is in the top right corner). Then click MY TRIPS. Click on VIEW DIRECTIONS & DETAILS to open the booking then at the top you will see a link that is underlined in green that says CHANGE THIS BOOKING. You can cancel your booking here, just follow the steps. Remember each property will have a cancellation policy that will determine how much of your payment will be refunded. The Youcamp booking service fee is not refunded. If you need further assistance please send an email to info@youcamp.com.

How can I change my booking?

After your booking is confirmed you can alter it right up until the day of arrival and before the check-in time by logging in. Next, click on your profile (you’ll find this where your name is in the top right corner).

Then click MY TRIPS. Locate your trip. Click on VIEW DIRECTIONS & DETAILS. Once the booking is opened you will see green underlined text at the top that says CHANGE THIS BOOKING. You can alter your booking here.

The host may need to accept your alteration request (if their bookings are set to booking requests) and they’ll have 24 hours to do so. If they don’t accept your alteration request within 24 hours your original booking will be remain. You may need to submit another. If a host accepts instant bookings then your alteration request will be instantly confirmed.

Depending on the change you make to your booking you will be charged accordingly to cover the cost of your adjustment. Any refunds owing will take between 7-10 business days to appear on your credit card. If you need further assistance please send an email to info@youcamp.com.

I’ve cancelled a booking, when will the money go back on to my credit card ?

The money does not actually leave your account until the day of your trip. Until then it is held as “pending” by your bank. Once your booking is cancelled the money will automatically be available to you once your bank has released it again. Depending on your bank this may take up between 7-10 business days. If you need further assistance please send an email to info@youcamp.com.

 I’m trying to make a booking but the system won’t let me enter my details?

Some devices, especially some Android smartphones, have trouble with our system. If you encounter a problem try clearing the browsing history on your device. If that doesn’t work try a different device. If neither of those things work please send an email to info@youcamp.com.

I have arrived at a property and it isn’t what I expected, what should I do?

Discuss your concerns with the host. We find most hosts will try to accommodate your requests and if that doesn’t resolve the issue then they are often prepared to negotiate a full or partial refund. It is important to note that after the check-in date and set arrival time pertaining to that property (arrival times vary and are set by the host) the Youcamp system is not able to process any refunds and any refunds need to be arranged directly with the host. In the event of a dispute please send an email to info@youcamp.com.

How can I tell if my booking is successful??

Once you think have made a booking but you’re not sure, you can check by logging in. Next, click on your profile (you’ll find this where your name is, the button in the top right corner). Then click MY TRIPS. If you have successfully booked you will see a record of that here and you will be able to see the status of each booking (for example, confirmed, completed, cancelled, pending). If you need further assistance please send an email to info@youcamp.com.

What are the technical requirements for using Youcamp?

If you are proficient at emails, you can use Youcamp. All you need is a computer and an internet connection.

I am new to Youcamp and I would like to learn the basics?

Use the Help Centre to understand how Youcamp works. Then create a property listing so you can understand what is required. If you need further help, we can offer some training. Please contact us at info@youcamp.com

Which internet browsers work best on Youcamp?

For the best experience, we suggest using the most up-to-date version of Google Chrome or Mozilla Firefox.

Browser developers frequently make improvements to provide you with a faster, more secure online experience. Newer browsers also support a wider range of designs and features than older browsers.

If you prefer to use Internet Explorer, please upgrade to IE9 or higher. Many features of most websites don’t work with older versions of Internet Explorer—and we often can’t provide technical support if you’re using an outdated browser.

I think I have received a spam enquiry – what do I do?

We’ve taken measures to reduce the likelihood of this as much as possible. However if you feel you have received an enquiry that is not genuine, do not reply to the message. If you are unsure, please contact us at info@youcamp.com with the details so we can evaluate the enquiry.

What if I don’t receive any emails from Youcamp?

If you’ve recently signed up and haven’t received the email from Youcamp to verify your email address, we suggest you try the following:

Check your spam filters and junk mail. This varies greatly on a case-by-case basis. Large organisaions can have strict spam filters which block emails from sources they deem to be untrusted.

Try adding no-reply@youcamp.com to your address book.

If you use Outlook, go to Settings, Junk Mail options and add no-reply@youcamp.com as to the safe sender and safe recipient list.

Try using an alternative email address. Gmail is a good example. It only takes a minute to set up Gmail account and it is a good way to test if your spam filters are the problem.

If you aren’t receiving emails on your computer, check on your phone. Check all folders including promotions, social, spam. Try doing a search of all folders youcamp.