Help
Frequently asked questions
Straight answers about programme prices, card holds, property confirmation, cancellations, refunds, and partner applications.
Is my card charged when I request a stay?
No. Stripe first places an authorisation hold. Solace captures the amount only after the property accepts the request.
How long does the property have to answer?
The guest, partner, and operations emails show the same confirm-by deadline. If it passes, the request expires and the hold is released.
What does a programme price include?
Each programme page states its minimum nights, price basis, accommodation status, meals, transfers, taxes, inclusions, and exclusions. Checkout shows the final stay total before authorisation.
How do cancellations work?
Open the trip to see the saved policy and refund preview. Pending requests release the hold; captured bookings use the saved percentage for the number of days before check-in.
When will a refund appear?
Solace emails when the refund is recorded. Banks may take additional business days to display the credit.
How are properties approved?
A partner can keep editing after submission until Solace reviews the application. Approval unlocks Stripe payout setup and publishing; rejected applications include the reviewer’s note.