Help Centre
Welcome to the Sky Holiday Help Centre.
Below you’ll find answers to frequently asked questions for both guests and hosts, along with helpful guidelines on how to navigate our platform, protect yourself from fraud, and resolve any issues you may encounter.
For Guests:
To book a property:
- Search for properties based on location, dates, and other preferences.
- Browse listings and select the property that meets your needs.
- Click on “Book Now” to start the booking process.
- Review the booking details and confirm the total cost, including any additional fees.
- Enter your payment information and complete the booking.
Once your booking is confirmed, you’ll receive a confirmation email with the property details, check-in instructions, and contact info for your host.
At Sky Holiday, we accept various secure payment methods, including credit/debit cards, PayPal, and other local payment systems (depending on your region). All payments are processed via our secure platform to ensure the safety of your transaction.
Unfortunately, our cancellation policy applies once the booking has been confirmed. If you need to leave early, you will not be eligible for a refund. Please review the cancellation policy before booking to understand the terms.
If you have special requests (e.g., early check-in, extra bedding, or special accommodations), contact your host directly via the Sky Holiday messaging system. Requests are subject to the host’s availability and discretion.
Yes, you can cancel your booking based on Sky Holiday’s cancellation policy, which applies to all bookings. If you cancel:
- Within 48 hours of booking: You’ll receive a full refund, including the 8% administration fee, provided the cancellation is made within 48 hours from the time of booking.
- More than 48 hours before check-in: You’ll receive a full refund, minus the 8% administration fee.
- Within 48 hours of check-in: You will not be eligible for any refund. There are no exceptions or alternative cancellation policies.
Please note that Sky Holiday’s cancellation policy is the only policy in effect, and it applies to all properties listed on the platform. If the host cancels your booking, you will receive a full refund, including the 8% administration fee.
If you encounter any problems during your stay (e.g., the property isn’t as described, maintenance issues, etc.), please follow these steps:
- Contact the host directly via the platform’s messaging system to address your concerns.
- Discuss the issue with the host to try and reach a resolution.
If the issue cannot be resolved with the host, please continue communicating with the host directly. Sky Holiday does not intervene in disputes between guests and hosts. All issues should be handled directly between the guest and the host.
To protect yourself as a guest:
Always communicate through the Sky Holiday platform: Do not engage with hosts outside of the website for payments or bookings. Verify the property details: Make sure the listing is accurate, and the photos match the property.
Never send money directly to a host outside the platform’s secure payment system. If you are asked to do so, report it immediately.
Read reviews and ratings: Check previous guests’ experiences to ensure you’re booking with a trustworthy host.
Trust your instincts: If something feels off, don’t hesitate to reach out to Sky Holiday for further verification.
Once your booking is confirmed, you’ll be able to send messages to your host directly via the Sky Holiday messaging system. This ensures all communication is documented for security and safety purposes.
To make changes to your booking:
Contact your host to request changes (e.g., dates, special requests).
Any modifications will need to be approved by the host.
Please note, changes may be subject to availability, additional fees, or revised terms.
If you have any special requests or require additional services (e.g., airport transfers, extra amenities, early check-in), you can contact your host directly via the Sky Holiday messaging system.
Please note that any extra services are subject to the host’s discretion and may incur additional fees.
If you expect to arrive later than the check-in time specified by your host, please inform them as soon as possible to ensure smooth coordination. Be sure to confirm the updated check-in arrangements.
Yes! After your stay, you’ll be prompted to leave a review for your host and the property. Your review helps future guests make informed decisions, and hosts appreciate the feedback to improve their services.
Some properties may require a security deposit to cover potential damages. This deposit will be held on your card and only charged in the event of damage. If no damage occurs, the deposit will be returned to you within 7-14 business days after check-out. The exact deposit amount (if applicable) will be outlined in the property listing details.
For Hosts:
To list your property:
- Sign up or log in to your Sky Holiday host account.
- Complete your profile, including your personal details and verification (upload your face photo and government-issued ID).
- Submit your property details: Include accurate descriptions, images of the property, amenities, and house rules.
- Set your price, availability, and select your cancellation policy (note: Sky Holiday’s cancellation policy applies to all bookings).
- Submit the listing for review and verification. Once approved, your property will be live on the site.
Once your property is live, you can:
- Track bookings and manage availability through your dashboard.
- Update your calendar to ensure accurate booking availability and prevent double-bookings.
- Communicate with guests via the messaging system to confirm details or provide check-in instructions.
You are responsible for updating the calendar regularly to reflect availability and block off dates when necessary to avoid cancellations.
If you need to cancel a booking, Sky Holiday’s cancellation policy will apply:
Your guest will receive a full refund including the 8% administration fee, and your listing may be penalized.
There are no alternative policies for host cancellations.
Hosts are encouraged to keep calendars updated and block off unavailable dates to avoid cancellations.
To protect yourself as a host:
- Verify guests: Always ensure the guest’s identity is properly verified. If necessary, ask for additional information before confirming the booking or granting access to the property. Make sure you’re comfortable with their details and intentions before allowing them to stay.
- Do not accept payments outside of Sky Holiday: All transactions and payments should be handled directly through the Sky Holiday platform. Do not accept cash or payments through any other means (such as bank transfers or third-party payment apps), as this could compromise your security and violate platform rules.
- Using the platform’s secure payment system ensures compliance with our terms and reduces the risk of fraud.
- Use clear and accurate descriptions: When listing your property, provide truthful, detailed, and accurate information. Avoid exaggerated claims about amenities or the property’s features. Clear images and descriptions help reduce misunderstandings and disputes with guests.
- Follow local regulations: Ensure that you comply with local tax obligations and property insurance requirements.
- Keep your property secure: Regularly inspect your property to ensure it is safe and in good condition for guests.
If a guest has a complaint, resolve it directly with them via the Sky Holiday platform.
If the dispute is not resolved, continue handling it directly with the guest. Sky Holiday does not intervene in guest-host disputes.
Hosts are ultimately responsible for addressing issues promptly and professionally.
Sky Holiday’s cancellation policy applies to all bookings:
Sky Holiday’s cancellation policy applies to all listings. If a host cancels a booking at any time, the guest will receive a full refund, including the 8% administration fee. The host may also face penalties for cancellation.
You can edit your property listing at any time through your host dashboard. You can update the description, photos, availability, pricing, and house rules. Changes may take a few minutes to update on the platform, but they will be reflected in your listing once approved.
Yes! As a host, you can set seasonal promotions, discounts for longer stays, or offer a discount to returning guests. Discounts can be applied manually or automatically, and the platform will adjust the price accordingly for guests.
If a guest causes damage to your property, first try to resolve the issue directly with the guest. If necessary, you can use the Security Deposit to cover the costs of the damages. If no deposit was collected, or if the damages exceed the deposit, you may need to file a claim with your property insurance.
Yes, hosts can decline booking requests if they feel that the guest is not a suitable fit for their property. Always communicate your decision through the Sky Holiday platform, and if necessary, provide a polite explanation.
If you suspect fraudulent activity, immediately report it to Sky Holiday using the platform’s Contact us page. We take fraud seriously and will investigate any reports of suspicious behaviour.
There is no customer support team at Sky Holiday. All communication must be handled directly between the guest and the host.
Any booking or property-related concerns should be addressed directly with the other party involved.
You are responsible for your own tax obligations, property insurance, and other legal requirements based on local regulations.
Clearly communicate your check-in and check-out instructions to your guest in advance.
- Optimize your listing: Include clear, high-quality photos and a detailed description of your property and its amenities.
- Update your calendar: Keep your availability up-to-date to prevent double-bookings and cancellations.
- Respond promptly: Guests appreciate fast responses. Try to reply to inquiries within 24 hours.
- Offer competitive pricing: Research similar properties in your area and adjust your pricing accordingly.
- Communicate with the guest: If you notice any damage after the guest’s stay, contact them directly via the platform to address the issue.
- Report the damage: If you are unable to reach a resolution with the guest, you can report the damage to Sky Holiday, although we do not intervene in disputes. We encourage hosts to manage this matter directly.
- Take photos and document the damage: This documentation can be helpful if you need to involve insurance or local authorities.
Yes, as a host, you may decide to offer discounts or promotions to attract more guests. You can include special pricing, discounts for longer stays, or promotional offers in your property description.
Ensure there is a Property Policy section that covers:
- Smoking rules
- Pet policies
- Noise/quiet hours
- Visitor policies
- Damage deposit policy
This helps reduce misunderstandings and sets clear expectations for both hosts and guests.
General Information:
If you’re unable to access your Sky Holiday account:
- Go to the Login page.
- Click on Forgot Password.
- Follow the instructions to reset your password via the email associated with your account.
Violations of Sky Holiday’s terms of service can result in penalties, including but not limited to:
- Temporary suspension of your account.
- Permanent removal from the platform.
- For hosts: loss of listing privileges.
- For guests: bans from booking future stays.
We encourage all users to review the terms and abide by the platform’s guidelines.
Sky Holiday does not provide insurance for property damage or other incidents during your stay. We recommend that both hosts and guests consider obtaining appropriate insurance to protect themselves.
If you feel that a host or guest has violated the platform’s terms or you have a legitimate complaint:
- Contact the other party directly via the Sky Holiday platform.
- If the issue remains unresolved, document the situation and proceed to report it within the platform
(note that Sky Holiday does not intervene in disputes).
Use the search bar on the homepage to enter your desired destination, travel dates, and any specific filters (e.g., price range, number of rooms, amenities, etc.). You can also sort listings by popularity, price, and guest ratings.
If you’re experiencing difficulties navigating the Sky Holiday website or mobile app, we suggest the following:
- Clear your cache and cookies in your browser.
- Try a different device to see if the issue persists.
- Check for platform updates or maintenance that may affect functionality.
If the issue remains unresolved, reach out to Sky Holiday through the contact page (if available).
In case of an emergency (e.g., fire, medical emergency), immediately call the local emergency services. Sky Holiday strongly advises all hosts to display emergency contact numbers at the property (police, fire department, ambulance) for guests’ safety.
Yes, hosts must comply with all local safety regulations. This includes ensuring that properties have clearly marked emergency exits, fire extinguishers, smoke alarms, and first aid kits.
Sky Holiday encourages both hosts and guests to familiarize themselves with local laws and regulations regarding short-term rentals. Hosts are responsible for ensuring they are compliant with local zoning laws, tax regulations, and licensing requirements.
Guests should also be aware of any specific rules regarding their stay in certain regions.
Whether you’re a guest or a host, your safety is a priority. If you feel uncomfortable at any point, you can cancel your booking or request to change accommodations (for guests).
Hosts can also decide not to host a guest if they feel uncomfortable, although the booking may need to be canceled.
If you suspect any fraudulent activity (such as off-platform payments, suspicious messages, or fake listings), report it to Sky Holiday immediately using our contact us page. Sky Holiday takes fraud prevention very seriously and will investigate all reports.
- Hosts: Always verify the identity of guests. Check the guest’s profile for completed identity verification and reviews. If you feel suspicious, you can always request further details.
- Guests: Ensure the listing details, pictures, and host’s reviews match the actual property. Only communicate and make payments through the official Sky Holiday platform.
After selecting your desired property and finalizing your booking, you will be prompted to enter your payment information. Payment is securely processed via the platform, and the full amount will be charged once the booking is confirmed.
Your payment will cover the property fee, any applicable taxes, and additional charges, such as cleaning fees (if applicable). A receipt will be provided to you upon successful payment processing. Sky Holiday charges an 8% administration fee for each booking.
Once a guest’s stay has been completed, payments are released to hosts through the secure Sky Holiday payment system. Hosts can track their earnings and withdraw funds directly to their linked bank account.
Sky Holiday’s Zero Tolerance Policy
At Sky Holiday, we are committed to maintaining a safe, respectful, and inclusive environment for both guests and hosts. We believe that respect and kindness are essential in fostering positive experiences for everyone using the platform. As such, we have a Zero Tolerance Policy in place regarding:
Hate Speech or Discrimination:
Sky Holiday does not tolerate any form of hate speech, discriminatory comments, or any content that targets individuals or groups based on race, gender, nationality, religion, disability, or sexual orientation. All users are expected to treat one another with dignity and respect, regardless of personal differences.
Any guest or host found to be engaging in hate speech or discriminatory behaviour will face immediate action, which may include the removal of their account or listing from the platform.
Disrespectful Behaviour:
We have a strict policy against abusive or aggressive behaviour toward other users. This includes, but is not limited to, verbal abuse, harassment, threats, and offensive language. All interactions between guests and hosts should be professional and courteous.
If you are found to be disrespecting or mistreating others, Sky Holiday reserves the right to suspend or permanently disable your account.
Fake or Malicious Reviews:
Sky Holiday does not accept false, defamatory, or intentionally harmful reviews. We understand that reviews are an essential part of the booking process, but we are committed to ensuring that all feedback is constructive, fair, and reflective of the actual experience.
Any guest or host who posts a review with the intent to damage another user’s reputation without justification (i.e., spreading lies or exaggerating events) will face penalties. This includes leaving a review purely out of spite or revenge.
If you believe that a review violates our policy, please contact Sky Holiday immediately. We will investigate the situation and take appropriate action.
Reporting Violations:
We encourage all users to report any instances of hate speech, disrespect, or malicious reviews. You can do so directly through the platform’s Contact us page . Reports are taken seriously and will be investigated thoroughly.
Please provide as much detail as possible when making a report, including screenshots or specific examples, to assist in the investigation.
Respectful Communication:
Communication between hosts and guests should always remain respectful, clear, and constructive. Both parties are expected to address any concerns in a polite manner and work toward resolving issues amicably. Disrespectful or hostile communication will not be tolerated and may lead to account suspension.
Sky Holiday encourages users to follow basic etiquette when using the platform, whether it’s leaving a review, contacting a host, or asking for assistance. Mutual respect is key to creating a positive and welcoming community for all.
Consequences for Violating the Zero Tolerance Policy:
If you are found to be in violation of the Zero Tolerance Policy, Sky Holiday may take one or more of the following actions:
Immediate suspension or permanent removal of your account or listing
- Removal of offensive reviews or comments
- A temporary or permanent ban from the platform
Our team reviews all reports carefully and will act swiftly to ensure that all users are treated with fairness, dignity, and respect.
Why is This Policy Important?
At Sky Holiday, we strive to build a platform where people can feel comfortable and safe, whether they are staying at a property or hosting guests. Disrespectful behaviour and harmful comments not only damage individual reputations but also harm the overall community. By enforcing this Zero Tolerance Policy, we are upholding the values of kindness, fairness, and respect that Sky Holiday stands for.