FAQ

Join Roomsurfer

How do I sign up to Roomsurfer?

Facebook connect makes the sign-up process quick and really easy. From our registration page you have the choice of an automatic sign-up via Facebook, or of entering your details manually and setting a username and password.

Don't forget to add a picture of yourself and plenty of description.

Do I have to provide my real name?

On a platform where we share something as personal as our home, trust is key. We ask all of our users to give us their full name and email address when making the first steps towards verification, in order to build a community that is transparent, honest and safe. However, only your first name is displayed on your public profile. Your full name will be shared when you make or accept a confirmed booking.

Do I have to pay?

Nope, joining and using Roomsurfer is 100% free.

How does payment work?

You should arrange this between you.

How can I delete my account?

We'll be sorry to see you go, but if you really want to leave us just sent an email to support@roomsurfer.com and we'll deal with your request right away.

Privacy and Security

What information is shared when I connect via Facebook?

When you sign-up using Facebook connect, our system automatically extracts data from your account, such as how many friends you have, pages you have liked and your date of birth. This is integrated into your profile, but you have the option to hide much of the information from your profile.

Your Facebook ID is also shared with us, but that links only to your public profile, so we couldn't see any information you haven't actively shared even if we wanted to.

What will others see on my profile?

If you're signed up as a guest, other users who are logged into the website will be able to see your first name, profile picture, the description you write about yourself (you can edit that from the about me tab on the dashboard), any Roomsurfer badges you've unlocked, the interests you select, the languages you speak and the Facbook likes you have in common, as well as any mutual friends. Users will also be able to see the number of Facebook friends you have and your education and work history, if you give your permission (go to your account settings to adjust your privacy).

If you list your venue on Roomsurfer, users will be able to see the approximate location of your venue as well as any other details you provide (such as pictures, house rules and price).

How do I adjust what information is visible on my profile?

Just go to your privacy settings: from the dashboard go to settings and then privacy.

Somebody is spamming me through Roomsurfer...

We don't want spam or fraud on out website. If you see any spammy, misleading or inappropriate content, write to us at support@roomsurfer.com and we'll take care of it.

Meet Roomsurfer

Where can I get the latest news about Roomsurfer?

We are super social and want to keep you updated on any steps we make. For the latest updates and conversation, say hi on Facebook or Twitter.

You can also find us on Pinterest and Foursquare.

For travel tips and updates about out latest adventures, check out our blog!

What's the best way to contact Roomsurfer?

Got a question for the team or want to introduce yourself? Email info@roomsurfer.com.

Need help with the booking process, pyment, finding a host or using the website? Write to support@roomsurfer.com.

Can I work for you?

We're always on the look out for new talent to join our Berlin-based team. Email jobs@roomsurfer.com if you're interested in joining the team. All open vacancies are posted on our website, our social media channels and over at www.berlinstartupjobs.com.

I'd like to write about Roomsurfer, who should I talk to?

Of course! We'd love to hear from you. Just drop us a line at info@roomsurfer.com. If you're in Berlin, feel free to pop by our office at Neue Schönhauser Straße 8.

Roomsurfer facts

What is Roomsurfer?

Roomsurfer is an internet platform that connects people looking for accommodation with those who have some space to spare. With Roomsurfer you'll find a place to stay while travelling, living abroad or moving to a new city.

Roomsurfer is all about connecting people in new places. Our platform matches guests and hosts with similar interests in order to achieve the best possible experience for everyone involved.

Who can join Roomsurfer?

If you're eager to meet like-minded people all over the world, share unforgettable experiences and get to know a city in a new way, we can't wait for you to sign up!

If you have a spare room, bed or couch and would enjoy welcoming people from around the world into your home, you should definitely consider becoming a Roomsurfer host.

We also need you to be aged 18 years or older.

Bookings

How do I find a place with Roomsurfer?

Easy:

1. Sign up as a a Roomsurfer member and create a nice profile

2. Start searching for a room

3. Send your perfect flatmates a nice message telling them about yourself, why you're looking for a place and what your ideal flatshare is about.

4. Sit back and wait for a response! In some cases it's best to contact several people; this makes the whole process much, much quicker.

The host isn't responding to my booking request. What should I do now?

Every booking request expires after 24 hours. If time is running out and you want to speed up the process, you can always send a request to another host. We will never charge you for two bookings for the same dates.

Can I cancel a request I have made?

As long as your potential host hasn't confirmed your booking request, you can cancel it from your dashboard at no extra cost.

Can a host decline my booking request?


We're confident that our hosts are all great people, but sometimes their plans don't coincide with your needs. So yes, sometimes bookings aren't successful.

To maximise the chances of your booking being successful, choose a host whose offer meets your requirements and send them a really nice message telling them why they're perfect for you! 

If you need some extra help, just get in touch at support@roomsurfer.com and we can help you find an awesome place!

What happens when a booking is accepted?

When a host confirms your stay you'll receive an email with some information about your host and their address.

They will also receive an email with your name and contact details.

Your PayPal account or credit card will be charged the agreed amount but that payment will be frozen until the day after your arrival at your host's place.

Can I cancel a booking I have made?

If you've made a booking but your plans change, the best thing to do is to discuss this with your host. If you really need to cancel, have a look at our cancellation page first. You can manage all your bookings from the dashboard.

Please be aware that the Roomsurfer booking fee is non-refundable.

What happens if a host cancels?

If your stay is cancelled, just remember that we're only ever one email away! Write to support@roomsurfer.com and we'll help you sort out your situation.

I'm looking for flatmates. Can you help me?

Some of our hosts are looking for people to stay with them long-term, but others just accept stays of a few days. Read the hosts' profiles for more information.

If you want to stay a long time, we recommend making the first month's booking through Roomsurfer. If everything works out, you can negotiate other arrangements among yourselves when the time comes.

Payment

When and how do I pay for the room I wish to book?

When you submit a reservation request and click on “book now”, you are required to authorise your payment in order for your booking to be completed. Money will only leave your account once your host has accepted the reservation request. If the request expires or is declined, the pending payment is cancelled immediately.

Is there a security deposit?

No, your host should not ask for additional charges. However, remember that you're staying in someone's home and treat it as such so as to ensure you both have the best possible experience.

Can the host ask for a cleaning fee?

No, any costs for cleaning should be included in original fee. Remember that you are staying in your host's home and keep it as clean and tidy as you found it.

How much do I pay Roomsurfer when making a booking?

We want to offer our hosts and guest the best possible experience and in order to do so we charge a 15% service fee too every successful booking. The price you see on a host's profile is the price set by them and we add the fee when you come to pay. The fee you pay will never exceed 30€.

Support

What happens if I accidentally damage something at my host's place?

In the event of damage, the first thing you should do is discuss the issue with your host. Try to find a solution together – they may be covered by their own insurance.

Read about the €10,000 Roomsurfer guarantee or write to us at support@roomsurfer.com and we'll take care of the issue.

Where can I get more support?

We created this page especially for you! But if you have any questions for the team, contact us at support@roomsurfer.com.

Remember, if you're in danger you should contact the local authorities in your city immediately!

The essentials

How can I list my venue?

Sign up to Roomsurfer, add your venue, fill out your address, prices and a description of your venue and upload some pictures. Then wait for your first booking request to come in. You need to complete these basic aspects of your profile in order for it to appear in search results.

You can manage everything from your personal profile to your photos from the user dashboard.

I'm searching for a flatmate, can you help me?

Cool, lots of our users are seeking something more long-term. Make sure you explain when your room is available (choose the "permanent option" or fill out the exact dates) and what you're looking for in a flatmate.

Booking a stay for the first month of the rental period through Roomsurfer is a great idea as the payment is secure, you're covered by our guarantee and you have the chance to get to know each other. After that, it's up to the two of you to decide whether you're up for something more long-term.

I can no longer host. How do I hide my venue?

You can switch your venue from published to unpublished at any time. Just visit the venues tab on your dashboard.

If you really don't want to hosts again, ever, we can delete your venue - just send us an email on support@roomsurfer.com. We'll be sorry to see you go!

How will guests find my profile?

Guests can search for your profile by city or by country. They then filter results according to your availability, price, and your interests. If a registered user searching for a place likes what they see they can send you a booking request. 

What are badges?

Badges are assigned to hosts when they meet certain requirements. They look great on your profile and also affect how your venue ranks in our search results. For more info about how you can be awarded the various badges, email us at support@roomsurfer.com.

What are reviews and references?

Anyone with a valid Roomsurfer account can write you a reference. Why not ask a friend to vouch for what a great person you are? It will give your profile more validity.

Reviews are written by Roomsurfer guests once they have successfully booked a stay at your venue.

Can I list more than one venue?

Yes, go to your settings to add a new venue.

Bookings

Who can stay at my place?

Anyone with an account on Roomsurfer can send you a message or a booking request but it's up to you to decide whether or not to accept. We recommend checking out the guest's profile, sending them a message and finding out a bit more about them in order to ensure that their stay is a success.

How will guests know when I'm available?

You have the option to offer your place for short-term lets, fixed-term or for permanent rental. If your place is regularly available, you can use our calender in order to share your availability with guests.

How will I know I've received a booking?

When a guest likes what they see, they can send you a booking request. You will receive details of this by email and can log into your account to accept or decline, or to send them a message.

Can I decline a booking even if on my profile it says I'm available?

Of course! You should only host if you feel comfortable. If you're not sure whether you want to host a certain guest, why not send them a quick message and get to know them first.

Can I cancel a booking I have accepted?

Of course, but do think about the problems this might cause to your guest! To cancel a booking, go to your bookings and click on “cancel”. We recommend messaging your guest first! Take a look at our cancellation policy or email us at support@roomsurfer.com if you have any questions.

What happens if my guest cancels the booking?

If this happens, we'll notify you right away. For any questions write to support@roomsurfer.com.

When does the guest receive my contact information?

Both you and the guest will receive each other's contact information on acceptance of the booking.

Payment

How much should I charge for a stay?

As a host you can set a price per night, per week and per month, as well as a customised price per extra guest. Guests are usually budget travellers, or people looking for affordable shared accommodation, and you're more likely to get more requests if you keep that in mind when setting a price! If you're not sure how much to ask for, take a look at what price existing hosts in your city or country have set.

How will I receive my payment?

For the moment, we use PayPal to process payments. When you accept a booking at your place, we take the payment and keep it safe until the day after the guest's arrival at yours. We then take the payment and transfer it to your PayPal account at around 3pm. 

Don't forget to add your PayPal details to your account! You can do so in your account settings.

Can I charge a cleaning fee?

No, our pricing structure does not account for cleaning fees or other additional costs. Where applicable these should be included in the rates. Our guests understand that they are coming to your home and should be respectful of that, but do make them aware of any particular household rules.

If something goes wrong, remember you can write to support@roomsurfer.com.

Do I have to pay tax on the money I earn through Roomsurfer?

This depends on how much profit you make through hosting and on your local tax laws. Contact your local authorities if you're unsure about the implications of hosting.

Do the guest and I have to make the payment through Roomsurfer?

Yes, only when you book through Roomsurfer can we offer you our full support. We'll be on call for you when you need us and you can be sure that your payment is in safe hands. As a host you'll also be covered by the Roomsurfer guarantee.

Can I charge a security deposit?

No, this is not accounted for in our pricing structure; we offer the guarantee instead. But use common sense: put valuable or fragile things in a secure place and explain any household rules to your guest when they arrive.

Guarantee

Do you provide insurance against damage or theft?

Theft or damage is extremely unusual, but it's always best to have extra protection. That's why we have the Roomsurfer €10,000 guarantee. 

The first thing you need to do is try to come to an agreement with your guest. If this doesn't work, get in touch with us at support@roomsurfer.com.

You can check our (lengthy but super important) terms and conditions here.

Privacy

How will the location of my accommodation be displayed?

Our users will only see a pin somewhere around the location of your home. Once a booking has been confirmed, your guests will receive an email with your exact address.

Will everyone see my information?

You can customise how much information you share on your profile from your account settings, but it's always good to give plenty of information about yourself. That way guests know who they're coming to stay with.

Security

Is it safe to host?

We do all we can to make sure hosting is as safe as it possibly can be. Only registered users can send you a reservation request and the Facebook connect is a good first step towards verification. We also assign badges as a mark of extra validity.

We are aware that accidents can happen and that's why we offer a €10,000 guarantee against damage and theft. We also recommend using your best judgement when accepting booking requests.

Can I ask my guests for more information about themselves?

It's wise to get to know your guests a bit before hosting them. Use our messaging system to contact them: it's safe and means you only need to share your personal contact details with people you trust.

What do I do if something goes wrong after my guest arrives?

Sometimes things just don't go as planned, but you'll never be alone! If you have any problems, take a look at our support page or write to us at support@roomsurfer.com.

If you're in danger, be sure to call the authorities in your city immediately.