FAQ

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Frequently Asked Questions

1.What can I do if Coronavirus (COVID-19) is affecting my reservation?

We know that there is still a lot of uncertainty and daily changes surrounding the current coronavirus (COVID-19) pandemic, and here at Smarty Tiny, we are dedicated to our community. As a global company, we are doing our very best to ensure that we are simultaneously keeping all of our guests and hosts safe. We’re working to minimize as much damage and impact to our hosting community as possible, and we hope that the below information will help to clear up as much confusion as possible, during these tumultuous times. We will continue to update this information as the situation changes daily.

HEALTH AND SAFETY RECOMMENDATIONS FOR HOSTS AND GUESTS:

1.We recommend that our hosts and guests follow the below recommendations to keep safety a top priority during guest stays:

Wear a mask during all guest and host interactions Social distance (6 feet/2 meters) in between people Do not travel or host a guest if you’ve recently been exposed to someone who has tested positive in the last 14 days, if you have symptoms of COVID-19, or if you have tested positive in the last 14 days Wash your hands regularly with soap and water for at least 20 seconds Limit or restrict shared spaces Follow the Centers for Disease Control’s (CDC) recommendations for vaccinations and boosters as many hosts will request this information before booking Adjust your cleaning routine: Leave enough time between bookings to properly clean and sanitize your accommodation Ensure that all linens including duvets, extra blankets, and decorative pillows are cleaned between stays Leave cleaning supplies (soap, sanitizer, surface wipes, etc.) for guests to use throughout their stay Sanitize all surfaces (especially frequently touched surfaces like doorknobs) and provide good ventilation in the accommodation while cleaning Sanitize shared and common spaces (bathrooms, kitchens, etc.) as much as possible Consider self check-in options when possible Update the COVID-19 Actions tab in your listing to ensure that any changes made to your cleaning procedures, cancellation policies, or changes in amenities are accurate and up to date.

2.What should I do before booking?

Please be sure to review local travel recommendations and restrictions in addition to following guidance from the CDC and the WHO. Make sure to review the property's cancellation policies. We recommend that our guests purchase travel insurance, especially in the event that the host’s cancellation policy is not moderate or flexible.

3.What is Smarty Tiny’s policy in regards to bookings canceled due to Coronavirus?

Smarty Tiny is closely monitoring the information and recommendations made by the World Health Organization, advice and updates from local governments, and is paying close attention to the industry standard for cancellations and refunds in this situation. Our policy is subject to change as the data changes. If a host is willing to refund outside of their cancellation policy, we are willing to assist the host in refunding the guest in full, minus Smarty Tiny's nonrefundable service fee. Any bookings made after March 13th, 2020 will be subject to the cancellation policy agreed upon at the time of confirmation and will not be refunded the non refundable service fee, including cases where the host is willing to offer a full or partial refund. In the event that a host is not willing to refund outside of their cancellation policy, please contact info@smartytiny.com and we'd be happy to see how we can help to come to a reasonable solution.

4.Is Smarty Tiny collecting fees on canceled reservations?

Yes, Smarty Tiny's service fees are nonrefundable. If you'd like to request more information about our service fees, please contact info@smartytiny.com.

5.My host is aware that I want to cancel and is willing to offer me a full refund, what should I do next?

Please do not cancel your booking in your dashboard. This will trigger the automatic cancellation and release of funds to your host according to their cancellation policy. This will result in you having to arrange to be refunded by the host outside of the platform. Please send info@smartytiny.com an email with the Booking ID and let us know that you'd like to cancel your booking for a full refund and we'd be happy to help get it canceled and fully refunded for you.

6.What if I want to reschedule my booking for a later date?

Please ask your host via the message thread to see if this is a viable option or feel free to send a booking modification request in your dashboard. If your host is happy to reschedule your booking, they will accept your booking modification request.

7.I still have questions. Who should I contact?

If you still have questions or concerns, please feel free to contact Smarty Tiny's Support team at info@smartytiny.com with your Booking ID number in the subject line.

GENERAL QUESTIONS

1.What is escaping?

Escaping, also known as luxury camping or glamorous camping, is an experience-based kind of travel that allows guests to get outside and enjoy the great outdoors, but without the hassle of traditional camping. With five-star amenities and unbeatable outdoor access, escaping is where luxury meets simplicity.

3.Who are our hosts?

Our hosts have more to offer than just a place to stay—they offer an opportunity for guests to reconnect with what is most important. While escaping, guests are able to share a once-in-a-lifetime experience with the people they love, while appreciating the passion and care that the hosts have invested in their extraordinary properties.

5.How can I join the Smarty Tiny community?

To stay in the loop on all things Smarty Tiny, be sure to follow our daily updates on: Daily travel blog posts Facebook Twitter Pinterest Instagram as well as sign up for our newsletter at the bottom of our homepage.

7.How can I contact the Smarty Tiny staff?

We're here to help! Please email info@smartytiny.com and we'll respond to you right away.

9.Why do I have to submit my credit card information?

Your credit card will be charged once the host has confirmed your request. Your credit card will not be charged if your booking request is declined, has expired, or is withdrawn.

11. Which currency are payments collected in?

Payment is collected in one of the following six currencies: USD, AUD, NZD, GBP, CAD, and Euro. Any currency not in this list is displayed and charged in USD. Please note that the final currency of payment may differ from the currency that the browser is listed in or the currency of the listed rates. Although Smarty Tiny allows guests to choose which currency to view the prices of listings in, the currencies available for guests and hosts to make and receive payments in may be limited and may not include the default currency in any given geographic location. All other countries that charge in a currency not listed above may default to another currency listed at the check-out page. The total price in the currency that the guest will be charged for is always on the check-out page in the total fee.

13. What is the Smarty Tiny service fee?

Guests
Guests are charged a guest service fee based on a sliding scale of 0% to 20% of the booking subtotal, which is made up of the nightly rate and any additional extra fees. This percentage will be placed on top of the final quote before the booking request is sent to the host. The sliding scale of service fees breaks down into tiers that depend on the booking subtotal. The more that a guest spends on the subtotal of the booking, the lower the percentage is for the service fee. Hosts There is no cost to being listed on our website for hosts. However, Smarty Tiny does charge a 4% host service fee on any confirmed booking through the platform. This fee is calculated from the booking subtotal and the nightly rate plus any extra fees (excluding Smarty Tiny fees and taxes). The host service fee is subtracted from the total payout (nightly rate plus extra fees minus the host service fee) that is sent to the host.

2.What is Smarty Tiny?

Smarty Tiny is a third-party booking website that provides guests access to the largest curated collection of unique outdoor accommodations worldwide.

4.Where can I go escaping?

Smarty Tiny's accommodations are located in over 110 countries, many of which are located in beautiful, remote areas near forests, national parks, deserts, oceans, and more.

6.How do I sign up to become a host on Smarty Tiny?

You can visit our Become A Host page and fill out the form. We will be in touch right away with further details.

8.Payment Services

It is necessary to enter your credit card information with your booking request so that we can process payment once you and the host have come to an agreement and have confirmed your booking. The host cannot confirm a booking request until your credit card information has been entered. Your credit card is not required if you use the contact host feature, rather than submitting a booking request.

10.When will my credit card be charged?

Payment is collected in one of the following six currencies: USD, AUD, NZD, GBP, CAD, and Euro. Any currency not in this list is displayed and charged in USD. Please note that the final currency of payment may differ from the currency that the browser is listed in or the currency of the listed rates. Although Smarty Tiny allows guests to choose which currency to view the prices of listings in, the currencies available for guests and hosts to make and receive payments in may be limited and may not include the default currency in any given geographic location. All other countries that charge in a currency not listed above may default to another currency listed at the check-out page. The total price in the currency that the guest will be charged for is always on the check-out page in the total fee.

12.What do I do if my card is declined?

Please reach out to info@smartytiny.com for more information.

BOOKING PROCEDURES

1.How do I send a booking request?

To send a booking request, find the escaping accommodation you would like to book, select your trip dates, and check the availability. Once you pick the available unit you would like to book, select “Request booking”, and enter your credit card information. You may also add an optional message to the host at this time.

2.When can I expect to hear from the host?

We request that our hosts respond to all booking requests within 24-48 hours. However, some of our hosts are located in remote locations with limited access to internet, and it may take a bit longer. If your request is urgent, you can contact us at info@smartytiny.com.

3.Can I submit multiple booking requests at the same time?

Yes, you can submit multiple booking requests at the same time, but remember that the booking requests are not inquiries and can be confirmed at any moment. Submitting multiple requests for the same dates may put you at risk for a double confirmation.

4.What does each booking status mean?

PENDING

Your booking request has been submitted but has not yet been confirmed or declined.

CONFIRMED

Your booking request has been accepted, and your credit card has been charged. At the time of booking confirmation, you will receive a confirmation email with the details of your stay.

DECLINED

Your booking request has been rejected by the host. Your credit card has not been charged.

CANCELED

After a booking request has been confirmed, we understand that you may need to cancel due to unforeseen circumstances. Refunds will be released according to the cancellation policy of the host. Please view our Cancellation Policy for additional information. EXPIRED If the check-in date of a pending booking has passed, the booking request will automatically expire in the Smarty Tiny system.

5.How do I check the status of my booking request?

The status of your booking may be seen under the booking details in your user dashboard. You will also receive email notifications if the status of your booking changes.

6.How do I withdraw a booking request?

Log in to your Smarty Tiny account and go to the Trips tab. Click on the booking you wish to withdraw and find the "Withdraw Request" button.

7.What is the difference between withdrawing and canceling my booking?

You can withdraw your booking request if it is still pending. This means the host neither confirmed nor declined your request, and your credit card was not charged. After a booking is confirmed and your credit card is charged, you have the option to cancel your booking. Upon cancellation, funds are released based on the cancellation policy of the host. Please view our Cancellation Policy for additional information.

8.How can I modify my booking?

Log into your Smarty Tiny Guest dashboard and click the "Modify Booking" button. You’ll have the opportunity to change the dates, the number of guests, and add an extra fee, like a pet fee. This will generate a new price if applicable. Ensure that you understand any changes applied to the cancellation policy and price changes if applicable and then click, "Send modification request". Your host will have 24 hours to accept or decline your modification request. If the host does not respond within 24 hours, the request will expire and your original booking will remain the same. Other things to keep in mind when modifying bookings Guests can make modifications up to the day prior to check in. Modifications are not permitted through the platform after check in. Modification requests can only be made to change the dates and number of guests included in the booking. Guests cannot make modification requests to change the booking to a different accommodation. Please contact info@smartytiny.com if you need assistance modifying the accommodation. The cancellation policy will remain the same in any booking modification and will always refer to the original check in date. In the event that the new check in date is sooner than the original check in date, the cancellation policy will default to the earliest check in date. If your original booking qualified for a nightly discount, changing the reservation dates may affect your eligibility for that discount. Gift cards that were used on the original booking will still be honored in the modification. If you want to update the details of your modification request, please cancel the request, and submit a new one. If your modification request was done incorrectly, please submit a new modification request to modify the reservation again. A modification request will be accepted or declined by a host within 24 hours of submission. If the host does not respond, the request to modify the booking will expire and your original booking will remain in place.

9.Where can I find the exact address of the escaping site?

Smarty Tiny hosts will release the exact address of an accommodation to a guest upon booking confirmation. However, you can view a map of the location on the accommodation's profile before submitting a booking request.

10.Can I bring my pet escaping?

A number of our escaping sites allow pets. This information may be found under Accommodation Rules on any listing. If you are unsure or would like clarification, please use the Contact Host feature or reach out to our Support team at info@smartytiny.com. Instant Booking

11.What is Instant Booking?

When you see Instant Booking on a listing, this means the booking does not require prior approval from the host and will be confirmed immediately. You can filter your search by Instant Booking to identify hosts with this feature. For hosts: If you apply Instant Booking to your listings, this will make your role easier and quicker, as you can book guests without having to respond to each individual request. It will also attract more guests and increase your confirmed bookings. As a host, all you need is a synced calendar with all the booking platforms you use for up-to-date availability. (If you want more information on how to sync your calendars, please contact info@smartytiny.com)

GIFT CARDS

1.How do I add a gift card to my booking request?

To submit a request on the site and attach your gift card, please go to the listing you are interested in and check the calendar for availability for your chosen dates. Once you have selected the dates, you will have to enter your bank details to proceed to submit the request. You should see a box on the right-hand side of the screen on the check-out page, underneath the booking details, where you can input your code. Please input the code including all hyphens and no spaces.

3.Where can I find the expiry date?

The expiration date is indicated on the confirmation email. If you have any questions about the expiration date, please send an email to info@smartytiny.com.

5.What happens to my gift card if I cancel my booking?

If you cancel your confirmed booking, your gift card is non-refundable and you will not be able to use it again for a new request.

7.Is my gift card refundable?

No, Smarty Tiny gift cards are non-refundable

9.I submitted a booking without entering my gift card; can I use it now?

No, gift cards cannot be used retroactively for bookings that have already been requested.

2.Does my gift card expire?

Yes, your gift card is valid for one year from the date of purchase. If you have further questions about expiration dates, please contact info@smartytiny.com.

4.What happens to my gift card if my booking request is declined?

If your booking is declined, your gift card will still be ready to use. You can submit another request and add the voucher again as detailed in Question #1.

6.What happens to my gift card if the host cancels my booking?

If the host cancels your reservation, please contact info@smartytiny.com so we can restore your gift card.

8.Can I use my gift card in installments?

No, gift cards may only be used once, and any remaining balance on the gift card is non-redeemable.

10.Is my gift card valid for any accommodation on the site or only for the country it was purchased in?

Yes, you can use your gift card for any accommodation on the site. Please keep in mind that conversion rates do apply, and your gift card will be converted into the currency in which you are booking

GUEST ACCESS

1.How do I change my password?

You can change your password under Account Settings after you have logged in to your account

2.How do I log in?

You can log in to your account at: https://smartytiny.com/login.

CANCELLATION AND REFUNDS

1.How do I cancel a booking?

To cancel a booking, log in to your Smarty Tiny account and click on the Confirmed Bookings tab. Access your booking details and click on the red button labeled “Cancel Booking”. Please view our Cancellation Policy for additional information.

2.How do I get a refund?

If a booking has been canceled through your Smarty Tiny dashboard, refunds will be initiated immediately to you and/or the host. Refunds are given based on the cancellation policy of the host. The appropriate funds will be credited back to the credit card that was used in the transaction. This can take 7 business days to reach your account depending on the bank.

HOST CONTACT

1.How do I contact the host?

Once you have made a booking request, you can speak to the host via the communication thread in the Bookings section of the Smarty Tiny dashboard. Once your booking request is confirmed, you will receive the host's complete contact information, including their phone number and email address. The host will also receive your personal contact information in order to maintain contact prior to your check-in date.

3.Why can't I contact the host via email or phone?

According to our Terms and Conditions and for the safety of our community, Smarty Tiny only releases contact information upon booking confirmation. Managing bookings outside of the Smarty Tiny system can create booking complications and create the risk of double bookings. Please view our Privacy Policy or Cancellation Policies for additional details.

5.Why is the calendar on this host's listing always available?

We give our hosts full control of their listings and encourage them to keep their calendars updated. However, many of them are located in remote areas with limited access to the internet and cannot always keep their calendars up-to-date. You are welcome to use the Contact Host feature.

2.How do I know if a host has responded to my request?

You will receive an email notification that the host has responded to your request. There is a link provided in the email that will take you to the communication thread in the Smarty Tiny dashboard.

4.Why has the host sent me a different price or alternative dates?

Sometimes our hosts have special offers or prices that are not included on their listing. Additionally, many of our hosts are in remote areas and need time to update their rates and/or availability.

6.What should I do if a host declined my booking with no explanation?

When our hosts decline a booking request with no explanation, this typically means that they do not have availability or it is an inconvenient time for a guest to stay at their accommodation. We encourage you to look at the surrounding areas on our site for other escaping getaways. You can also contact info@smartytiny.com if you would like us to find you some rebooking options.

REVIEWS

1.How can I submit a review?

After you stay at a Smarty Tiny accommodation, you will receive an email with instructions on how to leave a review for your stay.

2.Why are there no reviews on this Smarty Tiny listing?

We are constantly adding new accommodations to our website, so you may come across a brand new listing on the website that has yet to receive a review.
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