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Help for our guests

21/09/2016 by MY CASA IN CUBA*

Find an answer to all your doubts by checking the most important and frequent questions.

And if you have any other doubt you can share it with us by using the email info@mycasaincuba.com. It will be a pleasure to assist you.

To begin

mycasaincuba.com is more than a platform on the INTERNET, specialized in private accommodations throughout the Cuban geographic for a wide rank of preferences and budgets. MY CASA IN CUBA* puts guests around the world in contact with Cuban hosts, having or not accesses to INTERNET. And it offers a friendly and intelligent proposal for independent travelers looking for an authentic experience offered by the Cuban family.

In mycasaincuba.com you can find the appropriate rental that suits your main interests in this important Caribbean destination, e.g. houses, apartments or rental rooms near to the beach or seaside; learning some Spanish or taking dance lessons near to where you live, even in your own accommodation in Cuba. The place of your stay could be located very close to a hiking trail in a picturesque Natural Park or even the center of a colonial city that allows you to dig deeper into the history, culture and idiosyncrasy of this nice and welcoming people.

In order to ensure that anyone can find an attractive accommodation according to your vacation style and budget, MY CASA IN CUBA* offers more than 1500 options of rentals in each of the 14 provinces of Cuba, carefully sorted in our website. We communicate face to face with the most of the hosts and sometimes we take a delicious Creole coffee with them, who rather than business owners they are mostly friends, relatives, ex-colleagues or just coworkers for many years.

This is how we built our contact network, the one we offer to vacationers and visitors in Cuba.

MY CASA IN CUBA* gathers a group of friends excited with the idea of connecting the private Cuban holiday rentals with the entire world and help showing the culture and idiosyncrasy of the Cuban people. Our team members are Cubans that live in Cuba, Cubans living abroad and Europeans colleagues. We are engineers, programmers, journalists, foreign language graduates, translators, tourism specialists and communication and marketing specialists, who strive to giving you the opportunity of having a great experience with us: TRUSTWORTHY, SAFE and VERY CUBAN.

Why to stay in a private accommodation in Cuba?

Although Cuba offers a wide hotel infrastructure with good standards, staying in a private accommodation has the following advantages for vacationers opting for this option:

  • You can save more than a 70% of your budget of accommodation per night in comparison with hotel rooms of equal comfort.
  • You have a better chance of learning about the authentic Cuba by meeting your hosting Cuban family.
  • It offers you privacy, safety and flexibility. For most Cuban landlords, the home-sharing business represents their main economic activity and their houses are their biggest patrimony, that is why they will do whatever it takes in order to guarantee a pleasant stay.
  • You are helping a family in Cuba and probably you will make a lot of new friends.

All the accommodations listed on mycasaincuba.com are duly authorized to work with international tourism by the established Cuban entities. The rental owners should confirm they have a registration number and a valid operational license for such activity and therefore they pay taxes.

Different institutions regularly control these houses to make sure those meet the sanitary and fiscal regulations in place.

Logotipo_Arrendador_DivisaThe registered houses could be identified with a logo like the one below: a blue triangle sticker on the front door of your house.

Make sure you stay in an accommodation correctly identified and authorized. Otherwise, you take the risk of been fined; it does not matter if you are staying over at a friend’s a relative’s or your couple’s.

Finding a suitable accommodation/ Use of filters

You can find the place you want to visit in the search panel, by selecting and specifying the date of check in and check out, number of rooms and guests. Later you should click SEARCH and a list of possible options.

You will be able to see more details of every accommodation by clicking on the name of the property or its picture.

It is possible to sort the results in the search page by type of accommodation, price, facilities and services.

MY CASA IN CUBA* also puts together the houses according to what activities can be performed more easily based on the location and the wide range of activities a host might offer to the clients. You can find those accommodations groups under “My Holidays”, sorted by interests: Beaches, Cities and Architecture, Nature, History and Culture, Learn on vacations, Specially Unique.

You can arrange the list of results by price, in a rising or a descending way.

Furthermore, you will be able to look for an specific house by introducing the name of the property in the search.

Booking my stay

  1. Find available accommodations:
    1. Introduce check in and check out dates.
    2. Introduce number of clients

    Contact the host through the messenger of our platform to confirm the availability or make an enquiry before you book.

    2. Make a reservation

    When you have chosen a property, send a request to the host as per the following steps:

    1. First of all, you should have logged in. If you don’t have a user account, please create one here
    2. Click “Book Now”
    3. Check the total price of your stay and other details
    4. Choose the payment method
    5. Provide the payment information
    6. Click in “Book Now”

    3. Host’s confirmation

    Once the reservation has been requested, the host has 24 hours to accept or reject your request. When the host responds you will receive an E-mail with the reservation confirmation or rejection.

The warranty that at your arrival the host will welcome you and his accommodations will be available, secured through pre-payment and you will have a voucher with the number of reservation, you are going to show to the host as a proof.

You are going to pay a minimum amount for your accommodation and the rest directly to the host.

You have the possibility of claiming back for your money or not to make payment in case that your reserve is not honored.

Arrival and checkin

Once that your reservation and pre-payment are made we will give provide you with the address and all relevant contact details. You communicate though our platform, which is the safe way to exchange messages and to give the host specific details of your arrival and stay.

Hosts mostly have contacts with professional taxi drivers, state workers or freelancers who can pick you up at the airport or at a specific point. You can also use the Google maps app on our website to find the exact address.

Prices and invoicing

Attention!!! In Cuba, we have two official currencies: thePeso Cubano Convertible (CUC) and the Peso Cubano (CUP),  but they have different value: 1 CUC=24CUP. All the prices and conversions made through MY CASA IN CUBA*, are based on the Peso Cubano Convertible (CUC) exchange rates.

For conversions MY CASA IN CUBA* uses Cuba local financial institutions, such as (CADECA, Metropolitan Bank) and external sources.

Hosts generally accept foreign currencies, such as Euro (EUR), US dollars (USD) and Sterling Pounds (GBP) in such case the conversion is based on the CADECA or National Bank exchange rates.

Advice: Change your currency only in the bank institutions and you will not take the risk of a fraud. CADECA will not charge commission but hotels will.

A service fee of up to 10% is charged to the guests for each confirmed reservation to cover the operational costs, website expenses and to provide assistance service to our guests.

Terms and payment options

With the payment option “Book today and pay tomorrow”, you only submit an anticipated partial payment of around 20% of total stay when you book online and you pay the rest directly to your host upon arrival. This allows you:

  1. guarantee the confidence of your host regarding your booking, which will be available at your arrival.
  2. At your arrival your host can answer all your doubts. Any question about your accommodation can be answered in the moment you are paying, and if it is necessary, you can make any adjustment.
  3. You have more time to save your money. With just 20% of the price, you can book all your stay in Cuba in advance.

You’ll have access to the most attractive accommodations, more likely if you make your reservation plenty of time in advanced, without spending all of your money.

Cancellations

First, we recommend you to check the cancellation policy of your host so you can confirm if you have time to recover all your money or at least a part of it.

  1. Ask about your host policy under ‘’Cancellation Policy’’ of your reservation.
  2. Access My Reservations (http://mycasaincuba.com/my-reservations/)
  3. Find the reservation you want to cancel and click Cancel Booking.

See more information about the different cancellation policies  of MY CASA IN CUBA*.

If you have any doubt when making your cancelation, you can contact our bookings center at booking@mycasaincuba.com

Cancellation Policy MY CASA IN CUBA*.

Hosts can choose among three simple cancellation options, based on a policy of full refund to the guest, if the guest makes the cancellation within a certain number of nights prior to the check-in date:

  1. Flexible (100% Refund to Cancellations 3 days prior to check-in date)
  2. Moderate (100% Refund to Cancellations 7 days prior to check-in date)
  3. Strict (100% Refund to Cancellations 15 days prior to check-in date)

With these policies, an agreement is established to protect guests and hosts from cancellations.

A cancellation is the act of eliminating or modifying a booking and therefore the no-show on the dates previosly booked.

For each house, a specific cancellation policy applies, but it can also vary according to the season or specific periods of the year.

The host will be able to change his cancellation policy at any time, although the bookings previously confirmed shall be honored. The new cancelation policy will only be applied for new reservations, made after the policy has been changed.

The guests and hosts are able to cancel and check which policy is applicable by checking the reservation status, under ‘’Cancellation Policy’’, or as per the details described on the voucher.

Valid for all cancellation policies:

  1. The service fee charged by MY CASA IN CUBA* is not reimbursable.
  2. MY CASA IN CUBA* will mediate between both sides (guest and host) whenever necessary and will make the last decision in every dispute.
  3. A reservation is not officially cancelled until the guest does not click the cancellation button, found in the Control Panel>Your trips>Change or Cancel.
  4. The cancellation policy could be invalidated by the Refund Policy to the client, cancellations due to security issues or cancelations due to Force Majeure.

Please, check these exceptions.

  1. Applicable taxes will be retained.
  2. The check-in time will be 16:00 hrs Cuba local time, unless advised otherwise.

 

 

Flexible: Full reimbursement 3 days before the arrival, with the exception of commissions

  1. MY CASA IN CUBA* will refund the payment made by the client when the cancellation is made 3 days before the check-in date.
  2. If the client cancels less than 3 days before the check-in date, a penalty fee of 100 % applies for the first night.
  3. If the client leaves the accommodation before the time booked, the guest will pay only for the nights he/she stayed, counting from the second night onward. The payment for the first night is compulsory.
  4. The service fee of MY CASA IN CUBA* is not reimbursable in any case.
  5. Applicable taxes will be retained.

Moderate: Full refund 3 days before the check-in date, with the exception of commissions

  1. MY CASA IN CUBA* will refund the payment made by the client when the cancellation is made 7 days before the check-in date.
  2. If the client cancels less than 3 days before the check-in date, a penalty fee of 100 % applies for the first night.
  3. If the client leaves the accommodation before the time booked, the guest will pay only for the nights he/she stayed, counting from the second night onward. The payment for the first night is compulsory.
  4. The service fee of MY CASA IN CUBA* is not reimbursable in any case.
  5. Applicable taxes will be retained

Strict: 100% refund up to 15 days before the check-in date with the exception of commissions

  1. MY CASA IN CUBA* will refund the payment made by the client when the cancellation is made 15 days before the check-in date.
  2. If the client cancels less than 15 days before the check-in date, a penalty fee of 100 % applies for the first night.
  3. If the client leaves the accommodation before the time booked, the guest will pay only for the nights he/she stayed, counting from the second night onward. The payment for the first night is compulsory.
  4. The service fee of MY CASA IN CUBA* is not reimbursable in any case.
  5. Applicable taxes will be retained.

Long-term cancellation policy applies to all bookings of 30 days or more

Long-term Stay: full payment for minimum the first month is required, 30 days of notice for ending the agreement

  1. The Long-term cancellation applies to all the reservations of minimum 30 nights.
  2. For long-term stays the cancellation must take place minimum 31 days prior to the check-in date, otherwise a penalty fee of 100% applies for the first 30 nights.
  3. If the guest cancels before the time booked, the first 30 nights after the cancelation date must be paid or the remaining number of nights, if less than 30 nights.

Contacting my host

You can get in touch with the hosts through the messenger of MY CASA IN CUBA*. Just click the Contact Host button below the host’s profile picture. Latter click the Submit button in order to send your message.

It might be possible that the host has no internet access nor email service available, in which case the CASA IN CUBA* team would contact the host on behalf of the client and give a reply as soon as possible.

Use our system to confirm the availability, to set the check-in time or ask about any details about your stay or the accommodation.

Many hosts work closely with taxi drivers and offer airport pick up service for which the following flight information is required: airline, flight number and time of arrival. The driver waits for you at the exit with a sign with your name and takes you to your destination. To be sure you have met the right driver you can ask him the name of the host expecting you and it should be the same information as on your voucher.

You can read the host’s reply in your Inbox.

Security guarantee

mycasaincuba.com is an online based platform, validated by_____???_____, therefore the security of its users is guaranteed. We store the minimal information of the users, such as name and email.

All payments are submitted through_____???_____, that is a financial entity with all the security guarantees. MY CASA IN CUBA* has no access to bank details or credit cards of its clients. Nevertheless, our payment system allows you to make a pre-payment or partial payment in order to secure your reservation and the rest is paid in cash, directly to your host.

Advice: Take with you enough cash so you can pay for your stay, you will save at least the 3% charged by the ATM machines. Ask your host through our platform which currency is accepted and the exact amount you have to pay. Some hosts prefer to be paid in a foreign currency, which conveniently saves you time looking for a place to exchange your money.

Claims and problem solutions

We are in permanent contact with the hosts and check the availability of the rooms on a regular basis, so this problem is unlikely to happen.

Nevertheless, if your room is not available you should contact our team in Cuba who will not just arrange a full refund of your pre-payment, but will also help you find an alternate, suitable accommodation.

If you were not able to find answer to your doubts and questions, please contact info@mycasaincuba.com and we will get back to you the soonest possible.