Frequently Asked Questions

Here are some frequently asked questions by the PondDay community. Please, don’t hesitate to reach out with other questions via the “Contact Us” feature or Customer Service line.

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How long does the booking process take?

The booking process can occur in two different ways. One option books listings instantaneously. This option is called “Instant Booking” and occurs when a guest selects the corresponding button on the listing of their choice. The second option gives hosts the ability to deny or accept your request to book their listing. This option occurs when you select the “Request to Book” button in the listing of your choice.

What methods of payment accepted?

Payment is accepted in a variety of ways. The guest may choose to pay for their experience via a PayPal account, debit card, or credit card of their choice. In order to protect guests, outside of PayPal, the platform only accepts MasterCard, Discover, Visa, and AmericanExpress.

Help on your reservations

How do I cancel a reservation request?

Canceling a reservation request is under the bookings tab of your profile settings. Here you can manage any upcoming reservations; including a reason for cancellation is a great way to notify the host of your reasoning and improve the experience. Not all listings allow cancellations and are subject to the terms set forth by the hosts in their listing so it is important to read the entire listing.

When am I charged for a reservation?

Guests are charged for a reservation as soon as they enter their payment information and select the “process payment” button. The reason guests are charged before their experience is to protect the hosts from reserving availability on their calendar or visiting their property and not paying. Not only does this ensure hosts are being compensated on time, but it also helps other guests have more availability to pick from when they are searching for their perfect listing.

Guest Experience Questions

What happens if the listing does not match the description?

Please report any discrepancies between listing images or video and reality to our customer service through the “Contact Us” feature. Our mission is to help hosts provide the most user-centric experience possible which includes transparent listings and clear expectations.

What should I do if I forgot something at a place I stayed?

If you forget any items at the listing you visited, it is important to contact the host via the platform as soon as possible in order to increase the likelihood the items will be found. Whether or not the items are mailed back or picked up is up to the discretion of the host.

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