Accommodation / Property Bookings

 

VIAJE lists accommodation providers including guesthouses, cottages, resorts, and vacation properties across the Philippines.

How accommodation booking works:

• Pricing is night-based: the rate is multiplied by the number of nights you stay
• Select your check-in date, check-out date, and room type or variant when booking
• Each room variant (e.g., Standard Room, Deluxe Room, Suite) may have its own rate
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Guest details:

• When booking accommodation, you will be asked for guest details. Choose "Me (and companions)" if you are one of the guests, in which case your account details pre-fill you as the primary guest. Choose "Someone else" to enter a different lead guest's details.
• This records the correct primary guest for your stay. Please provide accurate names, as some providers check them at check-in.
• If a foreign guest is part of the booking, you may be asked to declare their nationality. This is for the provider's records and any applicable guest requirements, and it does not change your account or citizenship.

Standard times:

• Check-in: 2:00 PM
• Check-out: 12:00 PM (noon)
• Early check-in or late check-out arrangements are made directly with the provider

Room variants and availability:

• Properties may offer multiple room types, each with its own availability calendar
• Selecting a room type locks that specific variant for your chosen dates
• Dates blocked for a room type reflect existing bookings for that room only, and other room types may still be available

Cancellation:

• The Cancel button is only available while the booking is unpaid (payment pending, failed, or rejected)
• To cancel an unpaid booking, go to My Viaje Wallet, tap View on the booking, and tap Cancel Booking
• Once your booking is paid or confirmed, you can no longer cancel, so submit a refund request instead
• Promotional bookings cannot be cancelled or refunded

Rescheduling:

• Allowed more than 72 hours before your check-in date
• Must stay on the same package and listing, as you cannot switch to a different property or listing
• Subject to merchant availability for your new dates
• Not allowed: within 72 hours of check-in, promotional bookings, or if the booking was already rescheduled once
• To reschedule, go to My Viaje Wallet, tap View on the booking, and tap Reschedule

Refund requests:

• Refund requests are time-limited; eligibility is shown in the app, and applicable fees may be deducted
• To request a refund, go to My Viaje Wallet, tap View on the booking, and tap Request Refund. You may also contact [email protected] or live chat if you need help
• No-shows are not eligible for refund