FAQ
GENERAL FAQs
Pre- and post-stay cleanings are included in the rate displayed after entering your dates and guest count on a listing. For an additional fee, most hosts can arrange for additional housekeeping services during your stay. These should be scheduled with the host directly.
The ‘top amenities’ will be visible immediately beneath the home’s description. If you then select “show all amenities,” a detailed list of all the amenities available at the house will be displayed, including:
- Entertainment options
- Bathroom
- Kitchen & Dining
- Bedroom & Laundry
- Heating & Cooling
- Parking & Access
- Outdoor
We are unable to disclose the home’s entire address until the reservation is confirmed for security reasons, however if you go to the map on the page, it does pinpoint the precise area and allows you to zoom in and out. As a result, you can clearly identify where on the street each cross street is.
You will be charged for your reservation at the moment the host confirms your stay.
We strictly adhere to the first come, first served rule, so we are unable to place a hold on any of the properties listed on Wenjoy.
The host determines the cancellation policy, thus it differs from house to home. The cancellation policy for each listing is always disclosed in the section titled “all the details” for that particular home.
The property owner will retain the security deposit stated as the highest amount that can be used to make a damages claim against you. You receive a return of this security deposit when you check out.
Once you enter your dates and number of guests the total price shown is inclusive of all taxes and fees, so there are no hidden costs.
No – full payment must be made upfront before you arrive at the home
If you have already made a booking the hosts contact details should be on your confirmation email
These are set by the host so vary from home-to-home. You will find the relevant information on the listing page in the ‘key details’ section
Our hosts will always try to be flexible when it comes to early check-in/late check-out but it will depend on availability.
In general, the maximum occupancy mentioned will be the most visitors permitted at any given moment in the house. In some circumstances, a host might accept an extra visitor or two, especially if they’re kids or won’t be staying the entire trip. It is quite unlikely that they would accept any more guests than 2. Please get in touch with Wenjoy Team to discuss whether you want to bring a second guest.
Every person staying in the home over the age of 1 counts as a guest
If it is not highlighted on the listing or shown in the photos then it is unlikely there is a fence to put around the pool. If it is unclear please contact Wenjoy Team.
Some homes have parking, whereas others do not. If you click on ‘show all amenities’ on the listing you will see the parking details in the ‘Parking and Access’ section:
Generally speaking, for shorter stays hosts are not willing to negotiate beyond the discounts they have already set on the website.
The cancellation policy will be displayed on the house listing page and reiterated on the checkout page before you book a stay. The applicable cancellation policy will be listed in the booking confirmation email and on your trip page once you’ve made a reservation.
You won’t be left in a bind if your host regrettably cancels your reservation, which is an uncommon occurrence. In order to help you try to select a suitable substitute house from our collection, our devoted Customer Care team will be on hand. In some cases, we will additionally charge your host a cancellation fee. If this happens, the money will go toward reducing any future increases in the nightly rates. To make sure you are happy with any replacement, this process will be carried out in your presence. You are always entitled to a full refund if a suitable substitute cannot be located.
The house rules are set by each host and can be found in the ‘key info’ section of the listing:
Some hosts allow pets to stay in their homes, while others prefer not to. Please check the ‘key info’ section on the listing to see whether or not a particular home is pet friendly
FAQ For Sellers/Owners
Easily list your property with us by submitting an inquiry through our website, and expect a prompt response from our representative to begin the hassle-free process.
By registering your property with Wenjoy, you’ll enjoy wider exposure, hassle-free marketing, and expert guidance from our team. We’ll handle the listing and ensure secure transactions, making the process seamless and stress-free for you.
The payment procedure with Wenjoy involves transferring the payment to the property owner after every 7 days once the booking is confirmed, ensuring timely and efficient payment transfers. Our team will guide you through the process and provide support as needed.
At Wenjoy, we facilitate payments between the property owner and the renter. Once the booking is confirmed, the renter will transfer the payment to Wenjoy, and we will hold the funds in escrow and release the payment to the property owner on the 7th day. Our team will guide you through the process and provide support as needed.
You will receive an email notification from Wenjoy once you receive a booking, keeping you informed and up-to-date throughout the process.
We do not charge any fees for property owners to list their properties on our platform. Our business model relies on a commission-based system, where we earn a percentage of the transaction amount only when a successful booking is made. This means that you can list your property on Wenjoy with no upfront costs or hidden fees, giving you the flexibility to market your property at no cost to you.
Yes, you can list multiple properties on Wenjoy. Our platform allows property owners to list any number of properties that they own, making it easy to market and manage all your properties in one place. Each property will have its own listing page, complete with detailed information and high-quality photos, to help you showcase your properties in the best possible way.
Yes, once a booking is confirmed on Wenjoy, we will share the customer’s contact information with you, including their name, email address, and phone number. This will allow you to communicate with the customer directly and make any necessary arrangements related to the booking. Additionally, our team will be available to provide support and assistance throughout the process, ensuring a smooth and hassle-free experience for both you and the customer.
At Wenjoy, we understand that sometimes guests may not show up for their bookings despite having made a payment. In such cases, we have a process in place to ensure that the property owner is compensated for the lost business opportunity. If the guest does not show up and the property owner has not received any communication from them, Wenjoy will release the payment to the property owner as per our policy. Our team will work closely with both parties to ensure a fair and transparent process, and we will provide support and assistance as needed.
