Frequently asked questions

How do I book?

You can easily book on our website. You can browse by specific dates and cities, then add filters such as neighbourhood, price, parking etc. to suit your needs.
Book now: https://shs.guestybookings.com/listings



Are there any extra charges or fees?

In addition to the cost of staying with Sure Home Stays, we charge standard hotel taxes (based on local laws and regulations) as well as a cleaning fee. You will see the full breakdown of your charges before payment.

For stays up to 30 nights, you won’t be charged for a security deposit, but we do need a credit card on file in case of incidental charges, such as damage to the property or furniture.

For stays longer than 30 nights, we may charge a deposit depending on where you’re staying, but it will be returned once we’ve completed a check of the property after your stay.



When and how do I pay?

You will be charged 50% of the total amount for your stay at the time of booking confimation. The last 50% of the booking reservation will be charged 1-day prior to check-in.

We accept all debit and credit cards, excluding pre-paid credit cards. We don’t accept cash on arrival.



How do I extend my booking?

Easily extend your stay through the booking platform app you made you stay on, our websites chat function in the bottom right hand corner of the screen or via email at bookings@surehomestays.com



How do I request an invoice or receipt?

All receipts will be emailed to the email address that was used to book our suites. You can also request an invoice ahead of time via email at bookings@surehomestays.com, as long as you have an upcoming stay or have stayed with us in the past.



How do I check-in?

We don't have a traditional front desk like you'd find in a hotel. Instead, we offer seamless check-in on your phone.

Since there’s no lobby, we need to make sure you’re you before you arrive. We’ll ask you to verify your ID and confirm your email address and phone number, so we can send you reservation updates and check-in details.

The exact check-in process varies from home to home, so we'll provide more details depending on which booking you select.



What is your cancelation policy?

- Free cancellation for 48 hours - After that, cancel up to 7 days before check-in and get a 50% refund, minus the service fee. - Cancel within 7 days of reservation, you'll be refunded the cleaning fees. The COVID-19 health crisis has had a tremendous impact on families, communities and businesses around the world. We understand that your travel plans may have been affected by the rapidly changing information on travel restrictions and event cancellations. With your safety and satisfaction in mind, we would like to extend you a travel credit of towards your next stay with Sure Home Stays. For further support please reach out to your travel insurance agent.

Travel credit amount:
100% travel credit with SHS for cancellations made at least 7 days before check-in.
50% travel credit with SHS for cancellations made within 3 to 7 days of check-in.
25% travel credit with SHS for cancellations made within 3 days of check-in.

Travel credits will be valid for 12 months and will be based on all host collected funds. Your booking platform may charge additional platform fees and taxes that we unable to refund. To receive your travel credit once your booking is canceled, please leave your email and a member of our team will send over your confirmation code and travel credit. If you have any troubles with your cancellation a member of our team can assist you. We look forward to hosting you once your ready to travel again.”



What currency will I be charged in?

All homes located in Canada will be charged in Canadian Dollars (CAD). All homes located in the United States will be charged in US Dollars (USD)