When should you contact a host?
Contact the host when you need more information before making or completing a booking.
This is especially important when something could affect whether the Place or Experience is suitable for you.
Clarifying an important requirement in advance can help avoid disappointment, cancellation or misunderstanding later.
Useful questions to ask
You may want to contact the host about:
- Whether your intended activity is permitted.
- Access and parking arrangements.
- Arrival and departure times.
- Facilities available at the Place.
- Accessibility or mobility requirements.
- Children, dogs or other animals.
- The maximum number of guests.
- Equipment you plan to bring.
- Current weather or ground conditions.
- Anything unclear in the listing.
Use Hidden Places conversations
Send messages through the Hidden Places conversation system rather than contacting the host outside the platform.
Keeping communication within Hidden Places creates a clear record of questions, answers and anything agreed before the booking.
Protected contact details
Before a booking is confirmed, personal contact information may remain protected.
Do not attempt to exchange email addresses, telephone numbers, social media accounts or other direct contact details to move the conversation away from Hidden Places.
This helps protect both you and the host and gives Hidden Places a record of the conversation if support is later required.
Explain your plans clearly
Give the host enough information to understand how you intend to use the Place.
Include relevant details such as:
- The activity you are planning.
- The number of adults and children attending.
- Whether dogs or other animals will be present.
- The number and type of vehicles.
- Any equipment you intend to bring.
- Your preferred arrival and departure times.
- Any accessibility or support requirements.
Accurate information helps the host decide whether the Experience is suitable and avoids surprises on the day.
Be specific about unusual activities
Contact the host before booking when your plans involve anything outside ordinary private use.
Examples may include:
- Commercial photography or filming.
- A professional yoga or wellbeing session.
- A larger organised group.
- Music or amplified sound.
- Cooking equipment, barbecues or fires.
- Structures, decorations or specialist equipment.
- Business activity or charging other attendees.
Do not assume these activities are allowed simply because the Place appears suitable.
Before submitting a booking request
Where possible, ask any essential questions before submitting your request.
This gives the host the opportunity to confirm suitability before either party progresses further.
Hello, we are interested in the half-day woodland Experience for a family photography session. There will be four adults, two children and one photographer. Would this be suitable, and is parking available for three cars?
After submitting a booking request
The host may contact you to clarify your plans before accepting or declining the request.
Reply promptly and provide honest information. A delayed response may slow down the booking or prevent the host from making a decision.
Do not arrange payment directly
A host should not ask you to pay by bank transfer, cash or another payment service outside Hidden Places for a booking being arranged through the platform.
Do not send money or financial information through a conversation.
Contact Hidden Places support if a host asks you to pay outside the platform or sends suspicious payment instructions.
Keep messages respectful
Communicate politely and keep the conversation relevant to the Place, Experience or booking.
- Do not send abusive, threatening or discriminatory messages.
- Do not pressure a host to ignore their rules.
- Do not repeatedly contact a host who has declined your request.
- Do not share unnecessary personal or sensitive information.
If the host does not reply
Allow the host a reasonable amount of time to respond, particularly during evenings, weekends or busy periods.
If you need an urgent answer and the host has not replied, consider choosing another Place rather than making plans based on an assumption.
When to contact Hidden Places support
Contact support if:
- A host requests payment outside Hidden Places.
- You receive inappropriate or threatening messages.
- You believe a conversation may be fraudulent.
- Your messages are not displaying or sending correctly.
- You need help with a serious booking issue.