FAQs - SECRETSTOP

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      FAQs

      Frequent questions

      Frequently asked questions by Travellers

      • What is Secretstop’s cancellation policy?

        Easy : The guest can cancel up to 3 days before arrival and will receive the entire booking amount minus the entire SECRETSTOP fee back from the host. The date of arrival is decisive for the calculation of the deadline (less three calendar days). “Total SECRETSTOP fee” means that you also have to pay the portion of fees that would have been paid by the host if the STOP contract had been carried out.   Medium : The guest can cancel up to 10 days before arrival and will receive the entire booking amount minus the entire SECRETSTOP fee back from the host. For the calculation of the deadline, the date of arrival is decisive (minus 10 calendar days). «Total SECRETSTOP fee» means that you also have to pay the portion of the fees that would have been paid by the host if the STOP contract had been carried out.   Strict : The guest has no option to cancel. He owes the entire booking amount including the SECRETSTOP fee owed by him, even if he does not use the camp in the booked period. Refunds are not possible.   Important note: When a host accepts a reservation, they are committing to honour it. For this reason, there is no cancellation policy for guests. If it is absolutely necessary to cancel a booking, due to serious illness, accident or death in the immediate family, please contact us by clicking on the orange button in the bottom right hand corner or by sending an email to hello@secretstop.eu
      • How do I search for a stop?

        With Secretstop, finding a location is actually the easiest thing you'll do today. See the beautiful search bar in the middle of the Secretstop homepage? All you have to do is decide where you want to go for your next adventure. For people who like to be a little more organised, it is possible to create your own itinerary!
      • How much does it cost?

        Registration as a traveller on Secretstop is completely free. The price of pitches / accommodation is determined by the host. Prices are quoted per night, and may fluctuate depending on the season or demand. Secretstop receives a commission for the management of its platform.
      • How does Secretstop work?

        SECRETSTOP is an online platform based in Switzerland that allows you to book, discover and rent an outdoor space in a private home or on a plot of land to spend the night with your motorhome. We connect travellers who want to discover "SECRET" and intimate places while enjoying the comfort of their motorhome, with people who offer "STOPS" and local experiences throughout Europe. Based on the collaborative economy, through this consumption model we manage to create a relationship of mutual respect between the local between travellers and hosts. In addition, a sense of belonging to something unique and previously unknown in the world of motorhome travel is created.
      • I have not received my refund, what should I do?

        We understand your frustration, nobody likes to have an empty account. Have you ever tried to contact your bank? Nine times out of ten, they will be able to help you. If, once again, they don't have the answer, don't hesitate to contact us by clicking on the orange button in the bottom right-hand corner, or by sending us an email at hello@secretstop.eu
      • I have paid but have not received a confirmation email, what should I do?

        Aaaah, the forgotten email. First of all, we have to ask you, have you checked your junk mail yet? If you are ahead of us and have already done so, then there may be a system error on our part. If this is the case, please contact us for help by clicking on the orange button in the bottom right hand corner, or by sending us an email to hello@secretstop.eu
      • Can I use a payment method other than credit card?

        Payments on Secretstop are made through Stripe, a secure online payment processing platform. Stripe currently accepts Visa, Mastercard, American Express, Giropay, iDEAL, EPS, EP24 and Bankcontact, as well as Google and Apple Pay. If none of these payment methods match what you have in your wallet, we'll be adding more options soon. But in all honesty, if you've got a pile of cash hidden under your mattress, it might finally be time to head to the bank.
      • Can I build a campfire?

        After a day of adventure, there's nothing like sitting around a roaring campfire, swapping stories and soaking up the heat of the flames. We know this, and we couldn't agree more. But lighting a fire outdoors is something that can be heavily regulated, especially as the hot summer months and dry season approach. In Norway, for example, campfires are generally prohibited in or near forest areas from 15 April to 15 September. In Denmark, open fires in the forest are generally prohibited. Therefore, always use one of the special campfire sites or ask the forester where it is safe to light a fire. The lighting of a fire should be monitored at all times. As a member of the Secretstop community, we ask that you do your part to protect nature by learning about the rules and regulations regarding campfires, wherever you decide to pitch a tent and stargaze for the night.
      • Do I need travel insurance?

        We know, we know... You are beautiful, young (or almost), healthy (or almost) and eternal. But sometimes things don't go our way, and it's nice to be protected ,when, and if it happens. We do not offer (yet) insurance through Secretstop, either for the trip or for damage that may be caused during your stay. We therefore strongly encourage you not to leave your country without being covered by your usual insurer or otherwise.
      • How do I book a stop?

        You've done your research and found "your stop", now it's time to make it official! For each location, additional information is revealed when you click on the advert, such as additional photos, as well as details about the property, including the landscape and activities to do in the area. This is also the time to make sure that your dream location is available on the dates you have in mind and to indicate how many people will be joining the party. If fate is on your side and the venue is available, you can press the orange "Request a booking" or "Book now" button.
      • How do I create my account?

        Creating an account as a traveller is the easiest thing you'll do today. Simply click on "Register" at the top right of the Secretstop homepage, and we'll guide you through the rest. If you need help or have any questions, please feel free to contact us by clicking on the orange button in the bottom right hand corner, or by emailing us at hello@secretstop.eu
      • What happens when I click on the “request reservation” button?

        After clicking on the "Request a reservation" button, the host of your dream location will receive a notification and can accept or decline your request. You will be able to contact the host but your reservation will only be guaranteed once the host has accepted. If you change your mind and decide not to go ahead with the stay, you can always cancel the request under "my reservations". The usual cancellation conditions will only apply once payment has been made. As far as payment is concerned, if the host accepts your booking request (Top!), you will be able to click on the orange "Pay for booking" button in the details of your stay to be redirected to Stripe, our secure payment processing platform. Once paid, your booking will be complete and all you have to do is go out and explore on your own.
      • My host has not responded to my booking request, what should I do?

        Do you have a voodoo doll available? If not, then you can always try to give your host a helping hand by contacting them again via email, and if you still don't get a response, contact us because we do have voodoo doll.
      • Where can I find a receipt for my booking?

        Booking receipts are available from the moment you pay for your next adventure. Take a look in the top right corner of the "my bookings" section, and we think you'll find what you're looking for.
      • Are there any specific cancellation policies due to COVID-19?

        We are aware of the last minute changes that may occur due to the COVID-19 situation, so we encourage guests and travellers to take the necessary precautions before and during their stay. All safety measures should be applied (e.g. application of barrier measures and reinforced cleaning). If guests or travellers need to cancel their booking because they have tested positive, please contact us by clicking on the orange button in the bottom right hand corner, or by sending an email to hello@secretstop.eu
      • How do I change my booking?

        If you wish to change the dates of your stay, we suggest that you first check which cancellation policy your host has selected. If, according to that policy, you can cancel your stay completely without charge, the easiest solution is to cancel your existing booking and rebook on the correct dates this time. If, according to the cancellation policy, you cannot cancel your stay without being responsible for the full payment of the booking and without the possibility of a refund, then try contacting your host directly and ask them, in a friendly way, if they are willing to adjust the dates of your visit on their calendar instead of going through a cancellation procedure. If you wish to cancel your booking, you can do so by going to the "My bookings" > "Details of my stay" page. Once a booking has been requested, you will automatically have the option to cancel it from this page. Remember that hosts have 6 different cancellation policies to choose from, and familiarise yourself with the specific policy that will potentially affect your booking. If you cancel your booking after the cancellation period according to the chosen policy, you will have to pay the full amount of the booking without any possibility of refund.
      • Will there be toilets?

        It is strongly recommended that hosts provide toilets for travellers, but please check with your host. It is important to ensure that wastewater is disposed of in a legal and environmentally friendly manner.

      Frequently asked questions from Hosts

      • How much does it cost?

        It is 100% free to register as a host and create listings on Secretstop. Once you start hosting, Secretstop charges a commission for every booking made on our platform.
      • What is Secretstop’s cancellation policy?

        Easy : The guest can cancel up to 3 days before arrival and will receive the entire booking amount minus the entire SECRETSTOP fee back from the host. The date of arrival is decisive for the calculation of the deadline (less three calendar days). “Total SECRETSTOP fee” means that you also have to pay the portion of fees that would have been paid by the host if the STOP contract had been carried out.   Medium : The guest can cancel up to 10 days before arrival and will receive the entire booking amount minus the entire SECRETSTOP fee back from the host. For the calculation of the deadline, the date of arrival is decisive (minus 10 calendar days). «Total SECRETSTOP fee» means that you also have to pay the portion of the fees that would have been paid by the host if the STOP contract had been carried out.   Strict : The guest has no option to cancel. He owes the entire booking amount including the SECRETSTOP fee owed by him, even if he does not use the camp in the booked period. Refunds are not possible.   Important note: When a host accepts a reservation, they are committing to honour it. For this reason, there is no cancellation policy for guests. If it is absolutely necessary to cancel a booking, due to serious illness, accident or death in the immediate family, please contact us by clicking on the orange button in the bottom right hand corner or by sending an email to hello@secretstop.eu
      • What if I have a problem with my traveller?

        Secretstop is a community of nature lovers. However, we know that on very rare occasions, things can go wrong. We want your experience as a Secretstop guest to be as pleasant as possible, so we have put in place hospitality guidelines to prevent unpleasant or dangerous situations from occurring. Make sure your travellers know the rules of your place in advance. *In case of an emergency concerning your safety or that of your traveller, please call the hospital or local authorities if necessary.
      • Does my property meet Secretstop’s criteria?

        Do you have a green flower meadow? Two trees just waiting for a hammock to swing between them? Or perhaps a floating buoy around which to throw a rope? Then your plot is perfect! We will highlight your site, your boat dock and your trees with the enthusiasm they deserve. A treat for nature lovers!
      • How much can I earn?

        Well, we can't promise you millions. However, if you're interested in making your land available and allowing nature lover like yourself to reconnect with nature, while earning a little extra income, then you've come to the right place. As a Secretstop host, you have complete control over your financial experience by choosing your price, number of listings and availability. If you are unsure of the price of your advert, we suggest you make it comparable to similar adverts in your area, or choose an amount that you feel is fair.
      • Where do I start?

        Creating a list is the easiest thing you will do today. Just click on "Become a Host" and we will guide you through the rest. If you need help or have any questions, please contact us at the following address by clicking on the orange button in the bottom right corner, or by sending us an email at hello@secretstop.eu
      • How do I make my listing attractive to travellers?

        First, be specific! Setting the right expectations leads to good reviews, while the opposite can be dangerous. Namely, reviews cannot be deleted or changed. So here are some recommendations:
        • Fill in all sections and add a detailed and accurate description (around 300 words will do). Mention details that would be of interest to campers, what makes your location and/or accommodation unique, accessible facilities and things to do and see in the area. Don't forget to update your ad if things change or evolve. Work to be done? A maintenance day in the commune? Be transparent.
        • Give the correct address and pin your location correctly on the map. If you live in the middle of the pampas, this will avoid confusion for you and your campers. Don't forget to mention exactly how to get there and if you have to take a boat or leave the car and walk the last 2 km, it is important that visitors know.
        • Upload high quality images. Pictures are the number one reason to choose one place over another. Feel free to add at least 10 photos to show your location and/or accommodation as well as the surrounding area and any small details you may want to highlight. Put yourself in the campers' shoes and imagine if your photos will make you want to book the place yourself. We strongly recommend that you avoid the blurry, off-centre image of your Uncle Juan in his 80s shorts... First impressions are important.
        • Set your expectations. Make sure your campers have an adequate knowledge of your rules before check-in to avoid being the bad cop once you are there.
        • Set a fair price. Look around, other places might offer a similar experience to yours. This might give you an idea of how much you should charge, and don't forget the seasonality of your prices.
      • Does Secretstop have host insurance?

        At this time, Secretstop does not provide (yet) insurance for hosts. Before registering, please ensure that you are authorised to host in your area. Some regional restrictions may apply. Contact your insurance company to check that your policy covers your hosting activities and local authorities.
      • Do I have to provide a toilet?

        It is not compulsory, travellers are in principle equipped, but it is nevertheless advisable to provide them with one.
      • How does Secretstop work?

        SECRETSTOP is an online platform based in Switzerland that allows you to book, discover and rent an outdoor space in a private home or on a plot of land to spend the night with your motorhome. We connect travellers who want to discover "SECRET" and intimate places while enjoying the comfort of their motorhome, with people who offer "STOPS" and local experiences throughout Europe. Based on the collaborative economy, through this consumption model we manage to create a relationship of mutual respect between the local between travellers and hosts. In addition, a sense of belonging to something unique and previously unknown in the world of motorhome travel is created.
      • Are there any specific cancellation policies due to COVID-19?

        We are aware of the last minute changes that may occur due to the COVID-19 situation, so we encourage guests and travellers to take the necessary precautions before and during their stay. All safety measures should be applied (e.g. application of barrier measures and reinforced cleaning). If guests or travellers need to cancel their booking because they have tested positive, please contact us by clicking on the orange button in the bottom right hand corner, or by sending an email to hello@secretstop.eu

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