Accordion — Widgets
Seaching a space
  • 1. How do I search my right space?

    We provide a wide range of accommodations and properties, from a single room to an apartment, from a tent to a villa. Once you have an idea of where to go, click ‘To Travel’ and enter your destination to explore listings!

    *If you don’t have any destination in mind yet, please head to “Popular Cities”, where we have selected 30 hot cities with recommended listings for you!

  • 2. Why some listings only have 1 photo?

    Basically we require hosts to upload at least 1 photo for each listing; however, most of the hosts will upload more, if you would like to see more pictures, we advise you to contact your host to express your interest.

  • 3. How to check the availability of a listing?

    Once you have found your favorite listing, you have to confirm the date you prefer are available. You can check the availability in 2 ways, first, go to the listing detail page and click “Calendar”, if dates are available for booking, they are marked in blue, otherwise, they will be shown in grey.




    Or, you can check the availability at the "Book Now" section, simply enter the check-in and check-out date, if days are available for booking, a "Book Now" button will be displayed in the booking section, if days are not available for booking, our system will tell you those days are not available.




    Of course, you can also check with host directly, some hosts may not update their calendar regularly, therefore we strongly suggest guests to confirm with host about the available date to avoid miscommunication.

  • 4. Why there are different prices for different dates in the same listing?

    We understand some hosts may want to set special rate for special period, such as on New Year Eve or weekends, that is why we allow hosts to set prices on a nightly basis; we want to provide hosts with maximum flexibility to manage their listing. Guests can always check the availability and correspondence price in "Calendar".

  • 5. Why I can’t see the exact location of the property?

    For security and privacy reasons, we only display basic information of where an accommodation is located, which is limited to the district or street name. We will release the full address to guests only if their booking has been confirmed by host.



Booking a space
  • 1. How can I make a booking?

    Booking via HOHOJO is simple, just a few steps to go:
    1) Click “Book Now” button -Once you have found your perfect space to stay, enter your check-in, check-out date and number of guests, then click “Book Now” button.
    2) Fill out the Booking Form -Fill out the payment details such as your name and billing address

    3) Agree to Terms and Policies -You have to confirm Cancellation Policy , House Rules and also Terms and Conditions at the bottom of the booking form
    4) Wait for Host’s reply -When you have submitted a booking to host, the host will have 24 hours to respond. If your booking is accepted by host, we will immediately process your payment by collecting the money in full for the booking, if the host declines your booking, or the booking expires, nothing will be charged from you, so that you are free to search for other listing.

  • 2. Can I make more than 1 booking at the same time?

    Unless you would like to rent multiple accommodations during the same period of time, please make sure that you shall not submit more than 1 booking inquiry at one time, if not, you may have a chance to receive more than 1 confirmed booking!

  • 3. When will my credit card or bank account be charged for the booking?

    After you have made the booking inquiry, we will instantly reserve your payment information and the payment method may be authorized up to the total amount of your reservation. We will not complete the transaction and the amount will only be deducted from your account when the host accepted your booking request.

  • 4. How long does it usually take to receive an acceptance or refusal from host?

    Once a host received a booking inquiry, he/she will have 24 hours to respond, the host can either accept or decline the booking request, if the host doesn’t respond within 24 hours, the inquiry will be automatically expired, i.e. cancelled.

    If your inquiry expires, cancels or declined by host, the booking total authorized will be automatically released; this may take 3 to 5 business days for it to appear in your account, and there will be no serviced fees charged by HOHOJO as the booking has not been confirmed.

  • 5. What if my host doesn’t respond to my booking inquiry?

    If you have submitted a booking inquiry, a host will have 24 hours to respond, if he/she failed to respond within the time limit, your booking will be expire and it will be automatically cancelled.

  • 6. Why the price in the detail page may not be the same as the price shown in my checkout account?

    Some hosts may set different prices for different dates, if guests browse the offer without entering a specific date, we will display the starting price of that listing.


    The exact price will be calculated depending on total booking nights, please note that if there is any additional fees such as cleaning fee or extra guest fees will also be included in the total checkout. For better illustration, we will show the breakdown of the booking total at the time you have entered the check-in and check-out date, you will also receive a booking receipt after your booking is confirmed.


  • 7. What would happen if I click “Book Now” button?

    Once you have submitted your booking inquiry by clicking “Book Now” button, your inquiry will be immediately sent to your hosts and your payment method may be authorized up to the total amount of your booking inquiry. Payment authorization will be released if your booking expires, cancels or declined by host.

  • 8. Should I make a booking if I didn’t get reply from host?

    In general situation, we suggest guests to message hosts before making any reservation and wait until you hear back from your hosts, this is to make sure that you two get communicated with each other before the booking.

    If you haven’t received reply from you host, don’t take it personal, and try contacting other hosts by via our conversation platform, you can messages multiple hosts!



Cancellation
  • 1. Can I cancel a booking after it has been confirmed?

    If you want to cancel a confirmed booking, please contact us immediately, shortly after receiving your request, we will notify the respective host about your decision and will send an email to both parties as a confirmation. Please note that if you cancel any confirmed booking, we will uphold cancellation policy and HOHOJO service fees are non-refundable.

  • 2. As a guest, how to cancel a booking?

    If you wish to cancel a booking, please follow the following instructions.

    1) Please contact our customer service team by email to cs@hohojo.com
    2) Cancellation must be communicated by cancelling party via email, the email must contain the booking reference number and it must be sent from user’s email account which is registered with HOHOJO.
    3) HOHOJO will then process the cancellation; please note that the cancellation is not officially in force until you have received confirmation from our customer service team.
    4) HOHOJO will uphold the cancellation policy accordingly and issue a refund. (If applicable)
    5) All cancellation must be handled thru HOHOJO.

  • 3.What is Cancellation Policy?

    Every host in HOHOJO is required to select a cancellation policy for each listing; this is to protect hosts from guests’ cancellation and will uphold the policy for refund once a cancellation occurs. Currently we provide 3 kinds of cancellation policies:

    1) Flexible
    Guest can be refunded the total price (including cleaning fee, if any) minus HOHOJO service fees if you cancel the booking 1 day before the listing’s local check in time (or 3:00 p.m. local time if not specified by host). Any cancellation less than 24 hours before check-in, the 1st night of booking is non-refundable, nights not spent are fully refundable, HOHOJO service fees is always non-refundable. If guest arrives but decided to leave earlier, any nights not spend 24 hours after the cancellation has officially in force will be fully refunded, cleaning fee (if any) and HOHOJO service fee are non-refundable.

    2) Moderate
    Guest can be refunded the total price (including cleaning fee, if any) minus HOHOJO service fees if you cancel the booking 5 days before the listing’s local check in time (or 3:00 p.m. localtime if not specified by host). Any cancellation less than 5 days before check-in, the 1st night of booking is non-refundable, nights not spent would be 50% refunded, HOHOJO service fees is always non-refundable. If guest arrives but decided to leave earlier, any nights not spend 24 hours after the cancellation has officially in force will be 50% refunded, cleaning fee (if any) and HOHOJO service fee are non-refundable.

    3) Strict
    Guest can be refunded 50% of total price (including cleaning fee, if any) minus HOHOJO service fees if you cancel the booking 7 days before the listing’s local check in time (or 3:00 p.m. local time if not specified by host). Any cancellation less than 7 days before check-in, nights not spent are non-refundable, HOHOJO service fees is always non-refundable. If guest arrives but decided to leave earlier, any nights not spend 24 hours after the cancellation has officially in force will not be refunded, cleaning fee (if any) and HOHOJO service fees are non-refundable.

  • 4. How do I get a refund after cancellation?

    Refunds are processed according to our Cancellation Policy, if you are eligible for a refund, the total will be transferred on the day that your cancellation has been confirmed by HOHOJO. However, it may take up to 5 to 7 business days for the payment to appear in your account, depending on your bank.



Messaging
  • 1. How to communicate with my host?

    Guests can make contact with their hosts directly by using our secured conversation platform.

    When sending your hosts message for the first time, tenants use “Contact Host” button in the listing page to ask questions, and you can check reply in Dashboard. If you have any unread message, if you have any unread message, you will see an envelope icon in the top bar next to your display name in every HOHOJO webpage, click the envelope icon will bring you to the Dashboard, we will also send e-Alert to your registered email for further notification.

  • 2. If I can't get in touch with my host, what should I do?

    Different approach if you are in the stage of

    Contacting: Hosts maybe busy at the time you made contact with him, but if your hosts has not respond to you after 1-2 days, we suggest you to message him/ her again or feel free to contact other hosts at the same time.

    Booking request: That means you have sent a booking request to host and it is waiting for host to accept, we suggest you to text your hosts again if you do not get the reply within a few hours. However, we do not suggest you to send multiple booking request to other hosts as you may receive more than 1 booking at the same time.

    Booked: That means you have a confirmed booking , so if you cannot get in touch with your hosts, please try to call them as you already have his/her contact info, and make sure you get in touch with him before your departure.

    If you still cannot reach your hosts before your departure, please contact us to help you contact your host or make alternative arrangements.

  • 3. Can I make contact with Host before booking

    Guests can always contact hosts before booking, if you wish to contact hosts for more information, please head to listing detail page, then click “Contact Host” button to message your host through our secured conversation platform.




Payment
  • 1. How dose HOHOPAY works?

    HOHOPAY provides users a secured, reliable and convenience payment platform to manage their payments online.



    When a guest submitted a booking inquiry to host, guests are required to provide their payment information and authorize HOHOPAY to collect the booking total (including HOHOJO service fees). If the booking expires, cancels or declined by host, we will fully release the payment authorization (including HOHOJO service fees) to guest and nothing will be charged.



    If the booking is accepted by host, we will hold the payment until 24 hours after you have checked in before giving the payment to host, this is to secure both parties’ rights that everything is as expected. If you cancel the booking, we will uphold the Cancellation Policies and issue refund (if any) accordingly.



    Please note that neither HOHOJO nor HOHOPAY endorse cash payment.

  • 2. How do I pay for my booking?

    Every guests in HOHOJO are required to settle their payment for booking via our payment gateway – HOHOPAY, and neither HOHOJO nor HOHOPAY endorse cash payment.

    You have to fill out your payment information when submitting your booking inquiry, this may authorize HOHOPAY to charge the total price. If the booking expires, cancels or is declined by host, the authorization shall be released.

    If the booking is accepted, we will hold the payment until 24 hours after guest’s check-in before giving the payment to host; this is to secure both parties that everything is as expected. If you cancel the booking, we will uphold the Cancellation Policy and issue refund (if any) accordingly.

  • 3. Can I pay with any currency in HOHOPAY?

    In order to let users understand more about the prices relevant to their country they reside in, we allow users to view different currencies, while currently not all currencies are supported at the time of transaction, when you process with a booking, please make sure to review the details on the “Book It” page, where you will be asked to select the country in which your payment method is located, this allow you to pay in your country’s currency, or you may choose what currency you would like to pay. If the currency you selected is not supported by us, your credit card will be charged in USD.

    In the event that you are paying in a currency other than what the host has requested for their listing, we will convert your payment into the currency requested by host as part of your transaction. Currency conversion is reflected in your final reservation’s total price.

    The foreign exchange rate used in the conversion is updated daily and is based on the rates we and our bank or payment processing partners pay to buy foreign currency and complete your transaction.

    Furthermore, if your payment is in a currency other than one supported by your payment method, our system will bill you in the currency listed during your booking. Your bank or credit card may convert the charge to your locally supported currency, and some banks and credit card may charge their users conversion fees for this type of transaction. We advise users to contact your bank regarding the conversion fees and relevant issues.

  • 4. What are guest service fees?

    HOHOJO charges guests a 6-12% service fees every time when a reservation is booked by using our online platform, the service fee is added into the guest payment, it covers the cost of running the site and allows us to offer customer support. We also charge hosts service fees to cover the cost of processing payments.

    The exact percentage for the guest service fee depends on the subtotal of the reservation, and the rule is: the higher the subtotal, the lower the percentage.

    Service fees are calculated from the reservation subtotal, which are the prices listed in the listings before the service fees. For example, if you have booked 2 nights for 1 guest with the nightly rate of USD$50/ night and the cleaning fee is USD$10, assuming HOHOJO service fee is 10% for this reservation, your checkout would be:

    Accommodation: (USD$50 x 2) + USD$10 = USD$110
    Service fees: USD$110 x (10%) = USD$11
    Total checkout: USD$110 + USD$11 = USD$121
    Guests can check your payment in Dashboard, we will also email the booking receipt to you once the booking is confirmed.

  • 5. What is payment authorization?

    Payment authorization is a pending charge or a hold on payment on a payment account, and this is not a true payment.

    We only complete charge when the booking is accepted by host. If the booking expires, cancels or declined by host, the authorization will be released back to the payment method, including the HOHOJO service fees.

  • 6. What happens if my credit expires before check in?

    Your payment is processed in full once the reservation request is confirmed by host, therefore, as long as the charge was successful, you have nothing to worry about, and HOHOJO will hold on your payment 24 hours after your check in before giving the payment to host, this is to secure both parties’ rights and make sure that everything is as expected.

    Please note that if your charge is not completed or not successful and your credit card is due to expire before the check in date, please contact our customer service team at cs@hohojo.com to update your payment method.

  • 7. Can I use more than 1 payment method to pay for my reservation?

    Currently we do not support single transaction by multiple payment methods.

    Every time when you submitted a booking request, we require user to submit their credit card information, so that you will be able to use different credit card for different bookings, we do this to provide the maximum flexibility to guests.

  • 8. Do I have to pay deposit?

    HOHOJO does not handle deposit payments for hosts and guests, but we understand some hosts may want to include a deposit in their listings, if hosts wish to include a deposit; they must state it in the “Description” or directly inform you about the deposit.