FREQUENTLY ASKED QUESTIONS (FAQ)

• Where are you located?

Our addresses are 1624 13 Avenue SW, and 2-1609 13 Avenue SW, in Calgary.

• Can I check in earlier?

If you arrive early, you can come into our house and drop off your luggage in our sunroom in 1624 (the first room you step in after entering through the main door) or in the common areas in 1609 designated with the luggage storage label.

You can come back after your check in time, or feel free to hangout in the common areas of our home while your bedroom is ready. If your bedroom is ready earlier, we’ll let you know (depending on the previous guest check-out time).

• Do you have parking available?

Yes! You will be able to park on the street, right in front of our house. Please provide us your car PLATE NUMBER and the PROVINCE of the plate through email or WhatsApp before your arrival. We will create a parking permit online for you.

• Am I booking a private house?

Most of our bedrooms share washroom with another bedroom in the same floor. Currently, we have a private unit “Raccoon”, which has its own living room and kitchenette. If you are looking for a private space and washroom, please prioritize this unit.

• Is breakfast included?

We include a complimentary self-service breakfast: coffee, tea, hot chocolate, cereal, bread, jam, nutella. Please, note that these are NOT hot dishes made at the moment. Find the help yourself sections in the kitchen, including in the fridge!

• I can’t find availability in the dates that I require.

Please, make sure that you are searching the dates that you need and review different options in our reservations section. If you still cannot find any availability, please contact us through WhatsApp, so we can double check if there is any bedroom with availability.

• I can’t book on your website.

Please, feel free to book through Airbnb, Booking.com or Vrbo (for Raccoon unit). We recommend booking through our website for the best rates. If you want to get the best possible price, or if you have any problem with your reservation that has not been addressed on this page, don’t worry! We will be happy to help you through our contact center. Please, send us a WhatsApp message, or an e-mail, and we will respond as soon as possible.

• Can I cancel my reservation?

If it is one week or more before your stay, you will be able to cancel without any fees. Closer to the date of your stay, fees may apply. Please, contact us to review your reservation.

• How can I get to your place?

To get here by public transportation (the cost is about $11 CAD per person) from the Airport, you can take the bus #300, then get off at 5th St/7th Ave station (in the downtown), switch to the ‘Blue’ line of the C-Train (direction 69 Street) and get off at Sunalta station. Finally, you can walk to the house around 5 minutes from the train. Total estimated travel time: 1 – 1.5 hours.

If you are carrying luggages, or you are more than 1 traveler, we usually recommend taking an Uber because it is more convenient and the estimated cost is about $30 CAD, and trip time is about 25 min.

• How can I get to the Airport?

To get to the airport by public transportation (cost of about $11 CAD), you can take train from ‘Sunalta’ station towards downtown (direction Saddletowne), get off at ‘City Hall/Bow valley College’ station, change to bus #300 there. Total travel time: 1-1.5 hours.

Another options is just to take Uber. The cost is about $30 CAD. We usually recommend taking Uber if you have luggages or you are more than 1 traveler. It is more convenient and the total estimated time to get there is about 25 min.

• What cards do you accept?

Credit and Debit Cards Visa, MasterCard, and American Express. Please, keep in mind that some Debit Cards present problems for online payments since several banks block online payments with this type of cards. If this is the case, please consider contacting your bank to unlock your debit card for online payments before trying to reserve with us.

• Do you accept another mode of payment?

You can use Apple Pay and Google Payments during your checkout. In addition, by contacting us, through our contact center, it is possible to arrange the reception of your payment by wire transfer. Keep in mind, however, that this will surely mean some additional fees derived from the use of the providers of this service. Thus, it would be easier to use our online system, it is fast and safe!

• Do you have special discounts?

Yes. In general, if you recommend someone to stay with us, you get a 10% coupon discount for your next reservation. If you want to use this discount before booking, you will need to contact us before booking online and send us the name and email of the person who already booked with us.

• The system cannot process my payment.

If you have any problem with your payment, do not worry! We will be happy to help you through our contact center. Please, send us a WhatsApp message, or an e-mail, and we will respond as soon as possible!

• I did not receive any confirmation after my payment.

After you complete your reservation, you should receive two confirmations in your e-mail: one from our payment gateway service provider (a receipt of your payment), and the other from our system (a confirmation of your reserve). If you did not receive any of those two e-mails, or both, you can check your spam or junk folders into your e-mail. If they are not there neither, no problem! After the payment is processed, it might happen that the system has a delay in sending the confirmation. Should you have any concern, please, contact us through our contact center and we will kindly verify your reservation and payment status. No money will be extracted from your card until we properly receive your payment, so your transaction is sure.

• Can I get an invoice for tax purposes?

Yes. We can manually send you the invoice (receipt) of your purchase, in case you need it. Just let us know.

• What are the house rules? 

Remove shoes.

Respect quiet hours (from 10 pm to 8 am)

Read guidelines written on the white board when you arrive.

Always respect other guests.

Booking directly through us does not allow us to review you, but it allows us to permanently ban you and, in extreme circumstances (inappropiate behavior), to report you to local authorities.

• Do you have a printed or electronic travel guide?

Please review our section Things to do in Calgary.

• Is taking pictures allowed in your house?

It is. As a desirable behavior, we just ask you to let us know in advance. Also, please do not take pictures where other guests appear, unless they explicitly authorized you to do so.

• Does my booking include Travel Insurance?

No, we do not include personal travel insurance for our customers. We strongly encourage you to purchase a travel insurance from your home country, so you can be protected during your whole stay.

• Should I be concerned for my safety during my stay?

Absolutely not. We are verified hosts in different platforms (refer to our welcome page) and an incorporated company in Alberta, Canada. We take safety very seriously. We know who comes in and out of our houses through our outdoors security cameras and we have clear safety protocols. If you ever feel like you are not totally safe, please contact us as soon as possible or contact directly authorities at 911. We have business licenses with the City of Calgary, so they will be aware that you are in one of our houses.

• What are your fire safety measures?

As soon as you come into our house, please review our fire safety plan near the main entrance. In the blueprint, you will be able to locate your bedroom, and the fire safety entrances and exits. Also, please identify the fire extinguisher closer to you; there is one in each floor. We remind you that our houses are NON SMOKING and that, per regulation, we have smoke detectors in each bedroom.