How can we help?

Before you book

The questions people ask most often before paying — answered from how the booking system actually works, not from a template.

How do I pay, and which payment methods work?

Payment is taken through Kashier, an Egyptian payment gateway, on its hosted checkout page. You can pay by bank card or mobile wallet. Card details are entered on the gateway itself — nobody at HOMESOUT collects them by phone or message, and no legitimate booking is ever completed by transferring money to a personal account. Prices are in Egyptian pounds.

What is added on top of the nightly rate?

HOMESOUT adds a 12% guest service fee to the accommodation cost. Some listings also carry a cleaning fee set by the host; many carry none. Both appear in the price breakdown before you pay, never afterwards.

Do I have to pay a security deposit?

No. There is no security deposit on a HOMESOUT booking — you pay the accommodation cost plus the service fee, and that is the whole transaction. Security deposits are a normal request elsewhere in the Egyptian rental market, so if anyone asks you for a separate refundable deposit in connection with a booking made here, that request did not come from us.

What is the cancellation policy?

Each listing carries one of three policies, shown on the listing itself. Flexible: cancel more than 24 hours before check-in for a full refund of the accommodation cost; inside 24 hours, nothing. Moderate: more than 5 days before check-in, the accommodation cost in full; between 5 days and 24 hours, half; inside 24 hours, nothing. Strict: more than 7 days before check-in, half the accommodation cost; inside 7 days, nothing.

If I cancel, do I get the service fee back too?

No. The service fee and any cleaning fee are not refunded when a guest cancels, in any policy band — including the bands described as a "full refund", which means the full accommodation cost rather than the full amount you paid. This works differently if the host cancels on you: that path refunds the payment in full.

Is my booking confirmed immediately?

It depends on the listing. Homes with instant book confirm straight away; the rest are request-to-book, which means your dates go to the host for confirmation first. The listing page tells you which it is before you book. Several of the homes we manage directly — including our North Coast chalets — are request-to-book, so ask early for peak weeks.

What time can I check in and check out?

Check-in and check-out times are set per property and shown on each listing page, along with any house rules. Your booking confirmation carries the exact address, access details and directions for the specific home you booked.

What is included in the price?

The home as described, with the amenities listed on its page. There is no separate utility charge on a HOMESOUT booking — unlike a traditional season-block rental taken directly from an owner, where electricity is often metered and settled at the end. Anything not named on the listing is not included; if something matters to you, ask before booking rather than assuming.

Who am I actually renting from?

Every listing is let by a host on the platform, and the host is shown on the listing page. Some of the homes on HOMESOUT are managed by us directly rather than by an individual owner — our North Coast chalets in Hacienda Bay, for example, are all managed under one HOMESOUT host account.

How do I get help with a booking?

You can reach us on the phone number and WhatsApp in the site footer, or through the contact page. If you already have a booking, your confirmation carries the contact details for that specific stay.