Trust and safety
What you can expect when you rent
You send a request and pay only once the host has confirmed. The cancellation policy is in the listing, and attempts to get you to pay outside the site are stopped.
Vemdalen. Photo: MARKO MAKAR, Unsplash License, cropped and converted to WebP
Booking requests
You pay only once the host confirms
Nothing is charged when you send a request. The host says yes or no, and only then does the booking appear in your account.
You send a request
With your dates and the number of guests. You see the total price line by line before you send it.
The host replies
The host has 24 hours. If the host doesn't reply, the request expires and nothing has been charged.
You pay once the host confirms
You pay on Stugtid, never to the host directly. We'll email you when it's time.
Cancellation
Three cancellation policies
The host chooses one of the three for each cabin. The policy is in the listing before you send a request, and in your booking you see what you get back before you cancel.
- FlexibleFull refund up to 14 days before arrival, half up to 7 days before, then nothing.
- ModerateFull refund up to 30 days before arrival, half up to 14 days before, then nothing.
- StrictFull refund up to 60 days before arrival, half up to 30 days before, then nothing.
Protected messaging
All contact goes through us
The most common scam is someone asking you to pay outside the site, to a different number or account. That's why every message is checked before it is delivered.
Phone numbers, email addresses and links are never shown in messages. A message that tries to move the payment or the booking away from Stugtid is not delivered; our team reviews it instead. Never pay outside the service.
Replaced automatically in messages
- Phone numbersEven when written out in words or split up
- Email addresses, links and social media accounts
- Bank, Swish and account numbers
- AddressesBefore the booking and after the stay
If you need to talk, you can call each other through our number from 48 hours before arrival, once calling is available in the service. Your own numbers stay hidden.
When something goes wrong
What happens if something goes wrong
The host cancels
You get back everything you have paid. If you have not paid yet, nothing is charged.
The cabin isn't as described
Message the host in your booking, and tell us if you can't agree.
Contact usDamage to the cabin
The host reports it to us within 14 days. No money is taken from you without your approval.
Damage in the terms
Reviews
How we check reviews
Only someone who has stayed in the cabin through a booking here can write a review: the booking must have been confirmed by the host, not cancelled, and the check-out date must have passed.
We ask every guest who has said yes to it, never just a few. Nobody is paid or given a discount for a review. We don't remove reviews because they are negative, and we never change the text. Reviews from stays that were not paid here are labelled Confirmed by the host, and a person on our team may check them before they are published. A review is shown with the first name, the month and the number of nights. Reviews in the terms
- Verified stayEvery review is labelled Paid through Stugtid or Confirmed by the host.
- Both write blindThe guest and the host can't see each other's reviews until both have written theirs, or after 14 days.
- Nobody chooses who is askedThe request goes to every guest who has said yes. The host can't ask only some of them.
For hosts
Safe for you as a host
It should not be possible to find an empty cabin on the map, and nobody gets the address or the key details until the booking is complete.
- Approximate locationBefore a booking, the cabin is shown a few hundred metres from where it really is.
- Address and key details only once it's paidThe key code is shown to the guest 48 hours before arrival.
- You confirm every requestYou have 24 hours to reply, and the guest pays only once you have confirmed.
- The same protected messaging for youMessages that try to move the booking away from the service are stopped, so that you don't lose the payment.
Book with confidence
Find a cabin
The full price before you send a request, and you pay only once the host confirms.