Contact us

Question 1

What is Stay at Spa?

Accepted Answer

Stay at Spa is an online booking platform for handpicked spa and wellness hotels. You can search availability, compare rooms and rates, and book and pay online. We are an intermediary: we arrange the reservation, and the stay itself is provided by the property.

Question 2

Who operates Stay at Spa?

Accepted Answer

The service is operated by Spaade Pakkumised OÜ (registry code 16392545), Hariduse tn 11-10, Kesklinna linnaosa, 10119 Tallinn, Harju maakond, Estonia. You can reach us at info@stayatspa.com.

Question 3

Who is my booking contract with - you or the hotel?

Accepted Answer

The accommodation contract for your stay is between you and the property, on the rate conditions shown at checkout. We are responsible for operating the booking service and for handling your payment and your reservation. Accommodation is made available to us through third-party supply partners.

Question 4

What kind of hotels can I book?

Accepted Answer

We focus on spa, wellness and resort properties - from boutique hotels to large resorts. Availability comes from our supply partners' live inventory, so what you see on the results page is bookable at that moment for the dates and guests you selected.

Question 5

Which destinations do you cover?

Accepted Answer

We list properties across Europe, Asia, Latin America and Oceania. You can browse by continent, country and city from the destinations pages, or type any destination into the search box.

Question 6

What language and currency does the site use?

Accepted Answer

The site is currently in English and all prices are shown and charged in euros (EUR).

Question 7

How do I search for a stay?

Accepted Answer

Use the search box in the header: choose a destination (a country, a city or a specific hotel), your check-in and check-out dates, and how many rooms and guests you need. The results page then shows the properties that are available for exactly that stay, with a total price for the whole stay.

Question 8

How many nights, rooms and guests can I book at once?

Accepted Answer

A single search covers up to 30 nights and up to 4 rooms. Each room can hold up to 6 adults, 4 children and 4 infants, within the property's own occupancy limits. For longer stays, larger groups or several separate rooms, email us at info@stayatspa.com.

Question 9

Can I filter or sort the results?

Accepted Answer

Yes. On the results page you can filter by price range and by star rating, and sort by price (low to high or high to low) or by rating. Results load in batches - use “Load more stays” to see additional properties.

Question 10

What information do you show about each hotel?

Accepted Answer

Each hotel page shows photos, a description, facilities, the location on a map, check-in and check-out times, house rules, child and infant age rules, taxes and fees payable at the property, and the available rooms with their size, bed types, maximum occupancy, board type and cancellation policy. Where available, we also show Tripadvisor ratings and recent guest reviews.

Question 11

Where do the guest reviews and ratings come from?

Accepted Answer

Ratings and reviews shown on hotel pages come from Tripadvisor, including the overall score, the number of reviews, category scores (location, rooms, service, cleanliness, sleep quality and value) and a selection of recent reviews. We do not write or edit them.

Question 12

What do the board types mean?

Accepted Answer

Board tells you which meals are included in the rate: Room only (no meals), Bed & Breakfast, Half Board (breakfast plus one meal), Full Board (breakfast, lunch and dinner) and All Inclusive. The board type is shown on every rate before you book.

Question 13

Is spa access included in the price?

Accepted Answer

It depends on the property and the rate. What the rate includes is described on the rate and in the property information - anything not listed there (treatments, extra spa entries, wellness packages) is normally booked and paid at the property.

Question 14

Are the prices per night or for the whole stay?

Accepted Answer

Search results show a “from” price to help you compare, but the price you book and pay is always the total for the whole stay, for the rooms and guests you selected. Checkout shows the nightly breakdown, the total price and the amount payable now.

Question 15

How do I make a booking?

Accepted Answer

Search for your dates and destination, open a hotel, choose a room and rate, and continue to checkout. There you enter the lead guest details, review the price, the cancellation policy and the terms, choose a payment method and pay. Once the payment is confirmed we create the reservation and email you a confirmation with your booking number.

Question 16

Do I need an account to book?

Accepted Answer

No. You can book as a guest with just your contact details. An account is useful afterwards: signing in lets you see all your bookings in one place and cancel them yourself.

Question 17

What details do I need to provide?

Accepted Answer

For the lead guest we need first and last name, email address, phone number and country. You can also add special requests. Please use the name that will be shown at check-in and an email address you can access - the confirmation and any verification codes are sent there.

Question 18

Can I book for someone else?

Accepted Answer

Yes. Enter the person who will check in as the lead guest. Keep in mind that the confirmation email and the ability to manage or cancel the booking online are tied to the email address given at checkout, so use an address that the right person can access.

Question 19

When is my booking confirmed?

Accepted Answer

Right after your payment is confirmed. We create the reservation with the property immediately, show you a confirmation page with your booking number, and send a confirmation email with the stay details and the cancellation terms. A booking becomes binding once the payment is confirmed and we have sent that confirmation.

Question 20

I paid but did not receive a confirmation email. What now?

Accepted Answer

First check your spam or promotions folder. If there is still nothing after a short while, email info@stayatspa.com with the name and email used at checkout and the date and amount of the payment, and we will find the booking and resend the confirmation. Please do not pay a second time.

Question 21

Why did the price change when I got to checkout?

Accepted Answer

Before you pay we re-check the room and rate with the property. Rates can move while you browse, so if the total has changed we show you the previous and the updated total and ask you to accept the new amount before continuing. You are never charged an amount you have not accepted.

Question 22

The offer I selected is no longer available. Why?

Accepted Answer

Rooms and rates come from live inventory and can sell out or change while you are browsing. When that happens we stop the booking before any payment and ask you to search the same stay again to see the current options.

Question 23

Can I make a special request, like a high floor or a late arrival?

Accepted Answer

Yes - there is a special requests field at checkout and we pass it to the property with your reservation. Requests are not part of the contract and cannot be guaranteed; the property fulfils them subject to availability on arrival.

Question 24

Is there a minimum age to book?

Accepted Answer

Yes. You must be at least 18 years old and able to enter into a binding contract to make a booking.

Question 25

Which payment methods can I use?

Accepted Answer

You can pay by card or by bank payment. Both run through our payment service provider, Montonio: you are redirected to their secure page, complete the payment there, and are returned to us with the confirmation.

Question 26

When am I charged, and how much?

Accepted Answer

The amount shown at checkout as “Total payable now” is charged in full when you book. There is no separate deposit and no payment on arrival for that amount. Charges the property collects separately - such as local or tourist taxes - are listed as “Pay at property”.

Question 27

What is included in the price I pay online?

Accepted Answer

The online amount covers the room and the board type shown on the rate, plus any taxes included in the rate. It is the full price of your reservation - we do not add a separate booking or service fee at checkout. Extras you use at the property (meals outside the board type, treatments, minibar, parking) and mandatory local charges listed as “Pay at property” are paid on site.

Question 28

What is not included in the online price?

Accepted Answer

Mandatory charges set by the property or local authorities - for example city or tourist tax, and in some cases resort fees - are not part of the online amount and are collected by the property during your stay. They are listed separately at checkout under “Pay at property”. Optional extras you order on site are also paid at the property.

Question 29

How do I know which taxes and fees the property will charge?

Accepted Answer

They are shown before you book. Hotel pages have a “Taxes & fees” block and checkout repeats them under “Pay at property”, with the amount or percentage and how it is applied - per night, per stay, per person or per room.

Question 30

Which currency will I be charged in?

Accepted Answer

We display and charge in euros (EUR). The amount you accept at checkout is exactly the amount taken from your card or bank account.

Question 31

The hotel is outside the euro area - will I pay a conversion fee?

Accepted Answer

Not for the online amount: that is charged in euros. Amounts you pay directly at the property, such as local taxes or extras, may be charged in the local currency, and your bank's exchange rate and any card fees then apply.

Question 32

Is it safe to pay on your site?

Accepted Answer

Card and bank details are entered directly with our payment service provider and are processed by them - we never see or store your full card number. We only receive the payment result and a reference, which we match to your reservation.

Question 33

My payment failed. Was I charged, and is there a booking?

Accepted Answer

No. If the payment does not complete, the booking is not created and no amount is taken. You can simply search again and repeat the booking. If your bank shows a pending amount and no confirmation from us arrived, contact us with the date and amount and we will check it.

Question 34

I see “Your payment is being confirmed”. What does that mean?

Accepted Answer

It means we received your payment update and are still finalising the reservation. Do not pay again - check your email for the confirmation. If nothing arrives shortly, contact us at info@stayatspa.com and we will confirm the status for you.

Question 35

What happens if my payment succeeds but the reservation cannot be made?

Accepted Answer

In that rare case we do not keep your money. The payment is flagged for a refund and our team is alerted immediately; the refund is made back to the original payment method. You will see a message explaining this instead of a confirmation, and you can always email info@stayatspa.com with the payment details.

Question 36

Do I need to give the hotel a card at check-in?

Accepted Answer

Your room is already paid through us, so the property does not need to charge you for it. Many properties still ask for a card or a deposit at check-in to cover local taxes and any extras you use on site - that is standard practice and separate from what you paid us.

Question 37

Can I get an invoice or receipt for my booking?

Accepted Answer

Your confirmation email documents the booking, what you paid and the booking number. If you need an invoice - for example for a company or for reimbursement - email info@stayatspa.com with your booking number and the billing details, and we will send one.

Question 38

What cancellation policy applies to my booking?

Accepted Answer

Each rate has its own policy and it is shown on the rate, at checkout before you pay, and in your confirmation email. It states whether cancellation is free, until when, and what fee applies afterwards. That policy is part of your contract.

Question 39

Do you sell non-refundable rates?

Accepted Answer

No. We only offer rates that still have a free-cancellation window when you book, so every booking made through us can be cancelled free of charge up to the deadline shown on your rate. After that deadline the fee stated in the policy applies.

Question 40

Why can't I book a hotel for tomorrow, or a rate I saw elsewhere?

Accepted Answer

We only sell rates whose free-cancellation window is still comfortably open at the time of booking. For very close arrival dates, or for rates that are already inside their cancellation-fee period, that condition is not met and the rate is not offered. When this happens on a hotel page we suggest the earliest date from which the property is bookable.

Question 41

How do I cancel my booking?

Accepted Answer

If you have an account, sign in and open My bookings - each booking there has a Cancel option. If you booked as a guest, open the cancellation link for your booking and enter the email address used at checkout: we send a six-digit code to that address, and once you enter it you can review the policy and confirm the cancellation. You can also simply email info@stayatspa.com and we will handle it for you.

Question 42

Why do you ask for a code before I can cancel?

Accepted Answer

To make sure only you can change your reservation. We send a six-digit code to the email address used for the booking and check it before showing or changing anything. Nothing about the booking is revealed to someone who cannot receive that email.

Question 43

What happens when I confirm a cancellation?

Accepted Answer

Before you confirm, we show what cancelling right now costs: free of charge, a specific fee with the remainder refunded, or nothing refundable. When you confirm, the reservation is cancelled with the property straight away, the booking is marked cancelled in your account, and we email you a cancellation confirmation. Any refund is processed separately and confirmed once it has been made.

Question 44

How long does a refund take?

Accepted Answer

Refunds are made to the payment method you used. We process them after the cancellation is confirmed and your bank or card issuer then needs a few working days to show the money in your account. If you have not seen it within a reasonable time, email info@stayatspa.com with your booking number and we will trace it.

Question 45

Can I change my dates, room or guest names?

Accepted Answer

Bookings cannot be edited online. While your rate is still within its free-cancellation window, the simplest route is to cancel and rebook at the current price. For a name correction or a small change, email info@stayatspa.com with your booking number and we will ask the property what is possible.

Question 46

I made a mistake in my details. What should I do?

Accepted Answer

Email info@stayatspa.com with your booking number and the correction as soon as you notice it. Small corrections, such as a misspelled name or a wrong phone number, can usually be passed to the property.

Question 47

Do I have a 14-day right of withdrawal?

Accepted Answer

No. Under EU consumer law the 14-day withdrawal right does not apply to accommodation booked for specific dates. Your cancellation rights are the ones set by the rate policy shown at checkout - and because we only sell rates with a free-cancellation window, you always have one.

Question 48

What if the property cancels or changes my reservation?

Accepted Answer

It is rare, but a property can change or cancel a reservation, for example if the room becomes unavailable. If that happens we contact you and refund everything you paid us.

Question 49

What time can I check in and check out?

Accepted Answer

Check-in and check-out times are set by the property and shown in the “Good to know” section of the hotel page. If you will arrive late or need a later departure, add it as a special request at checkout - the property handles it subject to availability.

Question 50

How do children and infants work in the price?

Accepted Answer

Add children and infants in the guest selector and rates are returned for that room occupancy. Each property sets its own age limits - the hotel page states up to what age a guest counts as a child and as an infant - and children may stay free, at a reduced rate or at an adult rate depending on the property. If your children's ages are close to a limit, or a cot is needed, email property before booking to confirm the terms with the property.

Question 51

Are some properties adults only?

Accepted Answer

Yes. Adults-only properties, including those with a 16+ policy, are marked as such on the hotel page and in the room information, so you can see the restriction before booking.

Question 52

Who is responsible if the hotel is not as described?

Accepted Answer

The accommodation itself - its condition, facilities and on-site service - is the property's responsibility. We are responsible for operating the booking service with reasonable care. If something is wrong, contact us at info@stayatspa.com and we will take it up with the property. Your statutory consumer rights are not affected.

Question 53

Something went wrong during my stay. What should I do?

Accepted Answer

Tell the property first - most issues, like a room problem, are solved fastest on site. If it is not resolved, email info@stayatspa.com with your booking number and a description, ideally with photos, and we will take it up with the property on your behalf.

Question 54

How do I create an account?

Accepted Answer

Choose Sign up, enter your email address and a password, then confirm your address using the link we email you. You can also end up with an account automatically if you verify your email while managing a booking as a guest - in that case sign in with a code sent to your email, or set a password later using “Forgot password”.

Question 55

Where can I see my bookings?

Accepted Answer

Sign in and open My bookings from the user menu. Each booking shows the hotel, dates, lead guest, guests, price and status (confirmed or cancelled), and confirmed bookings can be cancelled from there.

Question 56

I booked as a guest - can I add that booking to an account?

Accepted Answer

Yes. Open the cancellation link for the booking and verify the email address used at checkout with the six-digit code we send. The booking is then linked to that account and appears under My bookings. If you are already signed in with the same email, you can link it with one click, and we email you a notification whenever a booking is linked.

Question 57

I forgot my password. How do I reset it?

Accepted Answer

Choose “Forgot password?” on the login page and enter your email. If an account exists for that address, we send a reset link; open it and set a new password. Reset links expire, so request a new one if it no longer works.

Question 58

I can't sign in. What should I check?

Accepted Answer

Make sure you are using the email address you signed up with and that you confirmed it from our email - unconfirmed accounts cannot sign in. If you still cannot get in, reset your password, or email info@stayatspa.com. You do not need to sign in to cancel a booking: the cancellation link plus email verification is enough.

Question 59

Can I delete my account?

Accepted Answer

Yes. Email info@stayatspa.com and we will delete your account. Booking and transaction records that we must keep by law - Estonian accounting rules require business transaction records to be kept for seven years - are retained for that period.

Question 60

What is in the newsletter, and how do I unsubscribe?

Accepted Answer

The newsletter covers new spa stays, seasonal offers and quiet-season deals, sent a few times a year. You can subscribe in the footer and unsubscribe at any time from the link in any newsletter email.

Question 61

How do I contact you?

Accepted Answer

Email info@stayatspa.com. Include your booking number if your question is about an existing reservation - it is in your confirmation email and under My bookings - so we can help on the first reply. The same team helps before, during and after your stay.

Question 62

How quickly do you reply?

Accepted Answer

We aim to answer every email within one working day. For an urgent issue on the day of arrival or during your stay, contact the property directly as well - their phone number is on the hotel page and in your confirmation.

Question 63

Which law applies, and where can I complain?

Accepted Answer

The terms and any booking are governed by Estonian law, without depriving you of the mandatory consumer protections of your country of residence. If we cannot resolve a complaint, EU consumers can use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Question 64

What personal data do you collect?

Accepted Answer

Only what the booking service needs: your account email and login credentials; the lead guest's name, email, phone, country, special requests and the details of the stay; the result and reference of your payment (never your full card number); the emails we exchange with you; and limited technical data needed to run the site securely.

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