Full T&C's can be found here.
When will I be charged?
You will be charged for your reservation at the moment the host confirms your stay. For homes on Instant Book, this will be immediate. For homes on Request to Book, a pre-authorisation will be placed on your card at the initiation of the request until the host confirms your stay, at which point the charge will be made.
Payment is always taken upfront.
Do I have to pay the full amount upfront?
Depending on the cancellation policy, length of stay, and check-in date we might be able to arrange a more flexible payment plan if preferred. Please contact us via LiveChat to see if you qualify.
Can you hold the dates?
We operate a strict first come first served policy and therefore aren’t able to put a hold on any of our properties. Any exceptions to this are ultimately up to the host, so I recommend you contact them directly with any requests.
What is the cancellation policy?
The cancellation policy is set by the host so varies from home to home. It will always tell you in the 'all the details' section of each listing what the cancellation policy is for that particular home:
What is your COVID cancellation policy?
If you can’t travel due to Covid-19 restrictions, we’ll always refund you in full.
The full details are here.
Do I have to pay a security deposit?
The security deposit listed is not usually taken as part of the booking but is the maximum amount a damages claim can be bought against you. To make a claim, the host would need to provide evidence of damage which needs to be agreed upon by all parties before any payment is taken.
A handful of hosts will take a security deposit at check-in.
You can see the specific details for each home by checking 'Host's House Rules' which you will find on the booking page:
Are there any additional charges or fees?
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. The only exception to that is if you add any additional services e.g. housekeeping or fridge fills. You might also be required to pay a fee for pool heating or to bring a pet which will be listed in the 'home truths' section on the listing e.g:
What currency will I be charged in?
The currency on your display should automatically reflect your home currency. If you wish to view or pay in a different currency you can change it by clicking on the currency icon on the top right-hand side of the screen:
If your display currency is one of our supported currencies you will be charged in that currency. Our current supported currencies are Pound Sterling, Euros, US dollars, Australian dollars, New Zealand dollars, Israeli shekels, or Danish krone.
If your display currency is not one of our supported currencies you will be charged in the host currency.
Can I change my payment method at a later date?
Since we take payment upfront, it is not possible to change your payment method at a later date.
Can I split the payment between two different cards?
This will depend on the booking - please contact our MatchMaking team via LiveChat to see if it is possible.
How do I change the credit card for the second payment
If your original payment method has expired, or you would like to use a different card for the second half of your split payment - please log into your Plum Guide account and add the new card to your profile in the payment methods section.
You can delete the old card on file too if you added it previously.
Can I pay in cash at the property?
No - full payment must be made upfront before you arrive at the home.