Help & support
Every stay on Shelter is under $100 a night, all-in. Here's how everything works — and how to reach us.
Contact us
- Guests and general questions: hello@shelterstays.app
- A problem during your stay (water, power, heat, access): maintenance@shelterstays.app
- Hosting a stay: hosts@shelterstays.app
- Buying or selling a home: sales@shelterstays.app
- Payments and receipts: accounts@shelterstays.app
- Safety concerns or a suspicious listing: trust@shelterstays.app
We usually reply within a few hours. Some replies are written by our AI assistants and are labelled; refunds and anything involving money are always handled by a person. If anyone is in danger, call the local emergency number first (999 or 112 in the UK, 112 in the EU, 911 in the US).
Stays
How do I book?
Open Shelter on the home page or tap a price on the map. Choose a stay, tap Book, sign in if asked, choose how many nights (from tonight, up to 14), then pay by card on Stripe's secure page. Your booking appears under Account › Your stays straight away.
Are there any extra fees?
No. The nightly price includes everything. Your total is the nightly price × nights — no cleaning fee, no service fee. No stay can be listed above $100 a night.
Why am I charged in US dollars?
Prices are set in US dollars so every stay can be held to the same $100 cap. You can view estimated prices in your currency; your card provider converts the charge and may add its own fee.
How do I cancel or get a refund?
Email hello@shelterstays.app with your booking details. If the host cancels, the stay is unavailable, or it isn't as described, tell us — ideally on your first night — and we'll refund the affected nights in full. See section 5 of our Terms.
Something isn't working at my stay
Email maintenance@shelterstays.app with what's wrong and the name of your stay. We'll contact the host and follow up with you.
Buying a home
How do I contact a seller?
Open Buy, choose a home and tap Contact to call or WhatsApp the seller directly.
Does Shelter check homes for sale?
We review listings for scams and misleading details, but we don't inspect, survey or guarantee homes. Always view a home in person and check its paperwork before paying anything, and never send a deposit to someone you haven't met.
Selling a home
How do I list my home?
Sign in, open Sell, pick the type, add at least 3 photos, describe it, set your asking price, add the town and a phone number for buyers, then tap “List it for sale”. A quick safety check runs first, usually within an hour; then it goes live.
What does it cost?
Listing is free. If you sell to a buyer who found your home on Shelter, the commission is 3% of the sale price.
Your account
How do I sign in?
Tap Sign in and continue with Apple, Google or your phone number. With a phone number we text you a 6-digit code.
How do I change language or currency?
Tap the globe to change language (English, Español, Français, Deutsch, Português). Tap the currency button in Shelter, Buy or Sell to change currency.
How do I report a listing?
Tap Report under the listing, choose a reason and send. Our Trust & Safety team reviews every report.
Delete your account
In the website or app: Account › Delete my account. This deletes your profile and sign-in and hides any homes you listed.
Can't sign in? Email hello@shelterstays.app from the email address on your account (or include the phone number you signed in with) and ask us to delete your account. We'll confirm within 30 days. Booking and payment records are kept only as long as the law requires — see our Privacy Policy.