Booking process & FAQs
Are there any additional charges or fees?
All fees and charges are included on in the total price displayed on the payment page.
Can I bring my pet with me?
Some hosts allow pets to stay in their homes, while others prefer not to. If you do want to bring your pet with you, it’s very important that you discuss this with your host before the reservation is confirmed.
Can I receive the rental amount before check-in?
No, the reason for the payment to the host after check-in is to protect the guest against an unexpected cancellation by the host. It is important to mention that the rental amount has already been collected by SUNDES previously, so once the check-in has been successfully completed, the corresponding deposit will be made to the host. This way, a safe and reliable lodging experience is guaranteed for all our users.
Can I have an early check-in?
Depending on the availability, many hosts are able to offer early check-ins or late check-outs. These may come at an additional cost, and should be organised directly with your host through our platform messaging service or if you prefer, through our Experts team.
Can I pay in any currency?
You can currently search prices in different currencies. However, to make a booking, you’ll have to use US dollars.
Do I have to pay a deposit and then pay the rest at my arrival?
No, you will have to pay 100% of the booking value at the time of reservation confirmation.
Do I have to pay a security deposit?
Hosts can choose whether they would like to set a security deposit. However, no deposit is taken as part of the booking. For the host to dispute the deposit they must provide evidence of the damage, and in turn you will be notified to discuss this. It will never be taken without notification to you.
Does an infant count as a guest?
Every person staying in the home, regardless of age, counts as a guest. If you need special comforts for babies such as cots or chairs, you must let the host know.
Does this home come with cleaning included?
Every SUNDES home will have been professionally cleaned to prepare for your arrival. Some hosts are able to arrange additional regular cleaning as a protocol in the face of the COVID-19 pandemic, but they may charge more for this service.
How do I cancel my reservation?
If you wish to cancel your reservation, please reservas@sundes.com with details of your reservation as soon as you have made your decision. At that point, our Customer Care team will help you with the cancellation process in order to apply correctly the cancellation policy. Hosts select their own cancellation policy (flexible – standard- strict – super strict) and they vary from home to home, so it is important to read the terms prior to booking. All cancellation policies are time-sensitive, so please let us know as soon as possible.
How do I contact my host?
You can get in touch with your host through the Sundes Platform messaging service, throught our Costumer Care team or alternatively their contact details will be provided in your booking confirmation email.
How do I coordinate check-in details with my host?
In order to arrange all aspects of your stay, including your check-in details, you should contact the host directly via the Sundes Platform messaging service on your dashboard.
How do I get the address of my reserved home?
You’ll be able to see the street that the home is on from the listing page. The exact address is in the confirmation email, which you’ll receive once the host has confirmed your booking. This confirmation will be your travel document.
How do I make amendments to my reservation?
If you wish to change something about your booking, please contact guests@sundes.com and our Customer Care team will help you with the process. It’s important to remember that some changes will incur extra charges, in line with the host’s policies.
How do I obtain my check-in details?
In order to arrange all aspects of your stay, including your check-in details, you should contact the host directly via the Sundes Platform messaging service on your dashboard.
Is this home available for the dates of my stay?
To find homes that match your availability, you can search by specific dates with the main search bar on our home page. If you find a home you really love, you can go to the listing and enter your specific dates to see whether it is available. Each home’s calendar is managed by the host, so you can enquire about a home’s availability directly to our Costumer Center guests@sundes.com
What happens if my host cancels my reservation?
In the rare and regrettable instance that your host cancels your booking, our dedicated Customer Care team are on hand to help put you in a suitable. This process will be done with you, to ensure that you are happy with any replacement, and you do always have the option of receiving a full refund instead.
What are the house rules?
The house rules are set by the host, and vary from home to home. It’s very important to read them before booking your stay.
What happens if my reservation request is declined?
Your payment method may be temporarily authorised for a charge when you request a reservation, but this authorisation is voided and released back to the payment method if your request is declined or expires. We complete a charge only when a reservation request is confirmed.
What is the SUNDES Platform?
Sundes is a booking platform designed to connect our guests with the best hosts and homes in Chile. But it’s so much more than that. It’s establishing the first globally recognised mark of quality in the homestay space.
What is the cancellation policy?
Hosts are responsible for choosing cancellation policies, and these are clearly displayed on both the home’s listing and in your confirmation email.
What is the difference between SUNDES and my host?
Sundes is a booking platform with mission of putting you in touch with the best hosts in the market. Once you have booked, your host is entirely responsible for managing the home and your stay. If you have any enquiries regarding your stay, your host will be able to help you.
What should I do if I break something at the place I’m staying?
If you break something at the place you are staying, you should contact your host immediately with details of what has happened. If compensation is required from your deposit, your host will contact both you and Sundes.
What should I do if I can’t get in contact with my host?
Our guidelines for host-to-guest communications require a response from them within twenty-four hours. If you urgently require assistance and you can’t reach your host, please contact our Customer Care team at reservas@sundes.com, who will help you to get in touch with your host.
What should I do if I forget something at a place I stayed?
If you leave something at a place you stayed, you should contact the host immediately with details of the items left behind. If you are unable to get through to the host, you can get in touch with our Customer Care team at guests@sundes.com , who can help you reach the host.
What should I do if something’s missing or not as expected when I check in?
If something is not as you expected, you should contact your host within twenty-four hours of check-in to report any discrepancies between the listing and what has been provided.
What’s the total price?
The total price of the reservation is listed on the payment processing page. If you require any additional services after you have had your booking confirmed, please contact guests@sundes.com and we can process any payments required.
When will I get my refund?
Upon confirmation of refund completion, the funds automatically leave the Sundes account. For an exact answer to when you can expect to receive this money, you should contact your bank. Most banks will typically take two or three working days to process the incoming payment, but it could be quicker.
Where is my booking code?
You can find your booking code in your confirmation email. All codes associated with past and future trips are also available in your “Reservations” tab of your Sundes dashboard. If you are still unable to find your code, please get in touch at guests@sundes.com , as we will be able to use your details to find the booking code.
Who should I contact if I have any questions during my stay?
In all events, your host should be your first point of contact. You can get in touch through the Sundes Platform messaging service, or alternatively, their contact details will be provided in your booking confirmation email.
Why do you need to verify my ID?
Hosts can choose to have ID verification as a condition of booking. We use a secure, third-party service for a quick and confidential process. If you have any questions regarding our ID verification process, please contact reservas@sundes.com
Why haven’t I received my confirmation email?
A confirmation email is sent with every reservation, once the host has confirmed your stay. For homes on Instant Book, this will arrive immediately. If you have not received one, please check that your email address is correct, and that the email hasn’t gone to your junk or spam folder. If it is not there, please contact our Customer Care team at guests@sundes.com , and they’ll be able to send you a copy of the email.