How can we help you?
How do I make a booking?
When you find a listing you like, it's very easy to make a reservation. You can send a booking request or, in some cases, book directly. We recommend that before booking, you check all the information available on the page.
Is it safe to book through the website?
Our website is 100% secure. We use the Stripe payment system and ensure the security of your data.
Can I visit the property before booking?
Visits to the property are not allowed. But we offer all the information you need to make a safe choice: photos, videos, a floor plan and lots of other information about the host. If you still have any questions, get in touch!
What documents do I need to make a booking?
We need your identity document and, if necessary, the acceptance letter from the university.
My booking has been confirmed, what happens now?
As soon as your booking has been accepted, you will receive the host's contact details, as well as access to their client area with all the information relating to your booking. Please note that Coolivin is responsible for the first rental payment; the subsequent ones will be made directly to the host.
My reservation was refused, what happens now?
If for some reason your reservation is refused, you will not be charged and you will be informed of the reason. You can choose another room and your request will be stored in our system.
My host has suggested other dates, what should I do?
In some cases, hosts suggest other dates that they prefer, whether due to unavailability or another reason. You can accept or decline the proposed dates. All information will be made clear by email.
Something has come up and I have to cancel my booking, what should I do?
We have a clear cancellation policy that you can consult. Check on your portal which policy your host has applied and cancel directly on the platform. If you still have questions, contact us.
Still cannot find your answer?
If you still cannot find what you are looking for, get in touch with us.