Find below answers to your questions. If you do not find an answer, contact us via our contact form.
What are the cancellation policies of Sleep & Sail?
Sleep & Sail allows guests to choose from three standard cancellation terms (flexible, moderate or strict) that we apply to protect both guests and travelers. Long Term Cancellation Policy applies to all bookings of 28 days or more.
Travelers must accept the cancellation policy of the host to be able to book.
You can cancel a reservation and view the penalties in our terms and conditions.
What if I have to cancel due to an emergency or unpredictable situation?
You may be eligible for a refund or a penalty waiver if you need to cancel due to unexpected circumstances beyond your control. Below is a list of circumstances covered by our Force Majeure Policy. Before canceling, check that your situation is in the list below and that you are able to provide the necessary documents.
Circumstances requiring the provision of documents
Death of a guest, traveler or close relative. You will need to provide one of the following documents:
Newspaper article with the name of the deceased
Severe illness of a guest, traveler or person traveling. You will be asked to provide a general statement from a doctor confirming that the person can not travel. The date of the declaration must be after the date of reservation.
Official duties such as duty to serve as a juror, travel restrictions, court appearances or military deployment. You must provide a copy of the official notice, the date of which must be after the reservation date, and the name of the person who must fulfill the obligation.
Significant housing damage that poses safety problems for traveler accommodation, or that prevents travelers from accessing basic amenities such as running water. This does not apply to planned renovation work. You will need to provide all of the following documents:
Proof that the problem is being repaired
Estimation of the date when the housing will be in good condition again
Invoice for repairs in progress
Photos of the damage
Airport and road closures that make traveling to your destination impossible. These include closures caused by natural disasters such as earthquakes or violent storms. You will need to provide a notice of closure of the road or airport and proof of cancellation of your flight.
Circumstances requiring special consideration
No documentation is required for these circumstances but our team of specialists will review each case to confirm that you are concerned.
Serious security alerts for political or civil disturbances in the traveler’s area of origin or destination, or at the host’s accommodation. Examples:
Increased military presence
Major damage to infrastructure in the region
Changes in visa or passport requirements that make it impossible to reach the destination. This does not include loss or expiration of travel documents.
Natural disasters that prevent the traveler from reaching or leaving the destination, or which poses security problems for traveler accommodation. Examples:
Snowstorms or violent winter storms
Endemic diseases that suddenly affect a region or group of people. This excludes existing diseases associated with a region, such as malaria in Thailand or dengue fever in Hawaii. Examples of endemic diseases:
If you have confirmed that your circumstances meet the above conditions, cancel your booking first and contact us to make your request. We will guide you through the process, including sending the required documents and reviewing your file by our team. Requests must be sent within 14 days of force majeure.
Can I book on behalf of a friend or family member?
Transparency and trust are essential elements of the Sleep & Sail experience. When making a decision about accommodation or a stay, our customers rely on information from the Sleep & Sail profiles, comments and all the verifications.
This is why we require all Sleep & Sail bookings for personal trips to be made by the traveler himself.
Rather than booking for another person, invite her to access Sleep & Sail herself. You can invite them directly to Sleep & Sail via the following link https://www.sleepandsail.com/.
Can I visit a property before booking?
We encourage all our guests and travelers to finalize their booking on our website before meeting in person. This is the best way to guarantee the protection of their security and privacy. There are many ways to find out more about accommodation and the host without visiting the property:
Hosts must also provide information about themselves before they can accept reservations on the site.
When am I charged for my reservation?
We collect your payment information when you submit your reservation request. Once the host accepts your request or makes an instant booking, we charge your payment method for the full amount.
Whether your stay starts in two days or two months, we block payment until 24 hours after you enter the premises before transferring it to your host. Thus, both parties have the time to make sure that everything matches their expectations.
Changing your payment method
If you have made a reservation request but the host has not yet responded, you can cancel your reservation request and re-apply with another payment method.
Once the reservation is confirmed, you can not change your payment method.
If the ad requests a deposit, it will not be charged unless there is a claim from the host within 14 days of your departure.
How to read or send messages?
A discussion about Sleep & Sail starts when a traveler sends a request for information or a reservation request. Subsequently, all messages related to this request for information or reservation will appear in your inbox.
To view or send a message
Go to “Reception Box”.
Click on a thread to view old messages or send a new one.
If a message makes you uncomfortable or someone tries to get you to pay outside of Sleep & Sail, please contact us by clicking on the flag icon next to the message to let us know.
When you click on a message, you can see the conversation and the following information:
Host or traveler profiles, number of comments, verifications and description.
Booking and payment information such as the date of the request, the number of travelers and the price details.
Events such as reservation confirmations, pre-approvals and special offers are indicated in the conversation history.
The hosts see what the traveler has paid for and how much they will earn. They can also view their calendar.
Can hosts ask travelers to sign a contract?
Yes. Some guests may require travelers to sign rental contracts prior to entering the premises.
For the guests
If you decide that your travelers must sign a contract, you must indicate this clearly before booking. The simplest way is to mention it in the description of your ad, then to copy and paste the conditions of your contract in the thread of discussion exchanged with your traveler.
Remember that Sleep & Sail can not help you enforce the special conditions of your contract.
Your host is allowed to ask you to sign a contract. He must let you know before booking and explain the conditions.
If you have any doubts about the contract, contact the host via the Sleep & Sail messaging system for clarification or simply search for another boat on Sleep & Sail.
If your host asks you to sign a contract when you have not been informed before booking, you can opt-out and ask them to cancel the booking.
How is the price of my reservation calculated?
The total price of a reservation on Sleep & Sail is determined by some criteria. Please note that the price is fully charged once the host accepts your booking request (or if you have made an instant booking).
Fees set by the host:
The price per night: the rate per night determined by the host.
The cleaning fee: a one-time fee charged by some guests to cover expenses incurred to clean their accommodation.
Additional Traveler Fees: A one-time fee charged by some hosts to cover expenses for additional travelers occupying the accommodation.
Costs determined by Sleep & Sail:
The fees set by Sleep & Sail: Service fees charged to travelers for all bookings so that Sleep & Sail can help the smooth running of things and provide assistance 24 hours a day.
Other fees that may be included:
Currency exchange fee
Value Added Tax (VAT): Tax charged to travelers residing in the European Union, Switzerland, Norway, Iceland, South Africa and Japan (where this tax is called JCT).
Local Taxes: Any tax charged based on the location of the host’s accommodation.
Note: Bonds are only collected in the event of a claim by the host.
Can I pay in the currency of my choice?
When you add your payment information, you can choose to pay with one of the currencies we accept. You can also change the default currency at any time by going to one of the pages where the currency selector is available. Depending on the payment method selected, some currencies may not be available.
Exchange rate and currency conversion
Prices on Sleep & Sail are displayed in the currency you select. If you choose to change the currency during the reservation, the price will be displayed in the new currency.
Reservations are made with the displayed price and according to the currency you have selected.
If you choose to make or receive payments in a currency other than the default currency of your payment method, the issuer of your credit card or credit card may apply a foreign exchange rate or a conversion fee. from currency to your payment. Contact your bank or card issuer for more information on charges that may apply. Sleep & Sail is not responsible for these costs.
Third party fees
If you make a payment in a currency other than the default currency of your payment method, the issuer of your credit card or credit card may apply a foreign exchange rate or currency conversion fee to your payment. Contact your bank or card issuer for more information on charges that may apply. Sleep & Sail is not responsible for these costs.
If you see additional charges on your bank statement or if the amount charged differs from the one on the Sleep & Sail checkout page, please contact your credit card issuer or credit card issuer. If your bank believes that the Sleep & Sail transaction is an international transaction, cross-border charges may apply, even if billing occurred in the default currency of your payment method. If fees are charged by your card issuer, Sleep & Sail can not refund them.
What are the Sleep & Sail service fees?
To help us cover the operating costs of the Sleep & Sail platform, we charge a service charge to guests and travelers when a reservation is confirmed.
Fees for booking accommodations
Host service fee
The amount of the host service charge for booking accommodation is usually 2%, but may be higher for guests with very strict cancellation conditions. These fees are calculated from the subtotal of the booking (the price per night plus the cleaning fee and the additional traveler charges, if any, but not including the fees and taxes Sleep & Sail) and are automatically deducted the amount paid to the host.
The amount of the passenger service charge for the booking of accommodation is between 0 and 20% of the subtotal of the reservation (the price per night plus the cleaning fee and additional passenger charges, if any, but not counting the fees and taxes Sleep & Sail). This amount is calculated based on various factors, including the subtotal of the booking, the length of the reservation and the characteristics of the accommodation. In general, the higher the cost of the reservation, the lower the service charge. Travelers can check these charges on the checkout page before making a reservation.
If Sleep & Sail is required to collect VAT, the service charge and the VAT amount will be cumulated on the booking page. The service charge may therefore appear to be greater than 20%.
Fees for booking experiences
Host service fee
We charge a 20% service fee to hosts who offer experiences. These fees are calculated based on the price of the experience and are automatically deducted from the amount paid to the host. Guests who participate in charitable partnerships to offer their experiences are exempt from these service fees.
Traveler Service Fee
We currently do not charge any traveler service fees for booking experiences.
VAT on service charges
Depending on the applicable regulations, VAT may be applied to the host and passenger service charges. Where applicable, this VAT is included directly in the service charge.