Help and support
Resolve questions before contacting us
Find quick answers for booking, payment, arrival and coordinating your stay in Barrio Italia.
Start with these answers if your question is general about bookings, payments, arrival or stay.
Start with these answers if your question is general about bookings, payments, arrival or stay.
Contact the team on WhatsApp
Escalate to direct contact when your request depends on a booking, payment or specific operational situation.
Cancellations and refunds are reviewed case by case
If you need to cancel, modify dates or ask about a refund, contact the team with your booking identifier. We will review the case manually before confirming any adjustment or refund.
Keep your booking handy
If your request depends on a booking, include the identifier, email, property and dates so the team can review it.
Contact the team on WhatsApp
Escalate to direct contact when your request depends on a booking, payment or specific operational situation. Cancellations, changes and refunds are reviewed manually, case by case, by contacting the team.
Bookings
Frequent questions before confirming or reviewing a booking.
How do I book a suite?expand_more
Select the apartment, dates and guests from the detail page. Checkout validates availability and saves the booking before sending you to payment.
How do I know if my booking is ready?expand_more
After payment you will see a confirmation screen when the booking is confirmed in the system. If payment remains pending, the screen will show that without final instructions.
Payments, cancellations and refunds
Payments, retries and manual refund review.
How does payment work?expand_more
Checkout sends you to Flow to complete payment. If the attempt fails, expires or is cancelled, you can return to checkout and retry without losing booking context.
What if I need to cancel or ask for a refund?expand_more
If you need to cancel, modify dates or ask about a refund, contact the team with your booking identifier. We will review the case manually before confirming any adjustment or refund.
Arrival and stay
Practical information to prepare arrival.
When do I receive arrival instructions?expand_more
Main instructions are shared once the booking is confirmed. The confirmation screen and Trips show the real booking status.
Which email is used to coordinate my stay?expand_more
Use the email associated with the booking as reference. If you sign in with Google using that same email, you can see your bookings in Trips/Bookings.
Operational support
When it makes sense to contact the operations team.
When should I contact support?expand_more
Contact the team when your question depends on a specific booking, pending payment, upcoming arrival, cancellation or operational change.
What information should I send?expand_more
Include the booking identifier, contact email, property, dates and a short description. If you come from confirmation or Trips, the site will try to preserve that context.