FAQ

Question 1

Can the Spryr team assist me in selecting a property based on my needs?

Accepted Answer

We are happy to assist you with how to book your vacation, but we can't complete the reservation process for you. If you have questions, please contact our support team via email at support@spryr.com or chat or call us.

Question 2

Can I invite guests during my stay?

Accepted Answer

Please check with the front desk of the property you are visiting.

Question 3

Does Spryr offer a shuttle service to/from the properties?

Accepted Answer

No, Spryr does not offer shuttle service, however the properties might. For special requests related to shuttle service, please contact our support team via email at support@spryr.com or chat or call us.

Question 4

How can I find out if the property offers accessible rooms and facilities?

Accepted Answer

Accessible rooms and facilities are visible in the property and room details of each property, which can be found on Spryr.com.

Question 5

How can I find out if the property provides parking?

Accepted Answer

Parking facilities and relevant policies are visible in the property details of each property, which can be found on Spryr.com.

Question 6

What do "non-refundable" and "free cancellation" mean?

Accepted Answer

Every room, villa, or apartment has an individual policy, which is determined on a property level.
A "non-refundable" policy means that a cancellation fee will apply if you decide to cancel your reservation. This fee is mentioned in the conditions during the reservation process, and in the email confirmation.
A "free cancellation" policy means that you can change or cancel a reservation for free, as long as it's done within the time policy allows (e.g.,"Cancel up to x days" or "Cancel before dd/mm/yy"). This is mentioned in the conditions during the reservation process, and in the email confirmation.

Question 7

How can I find out if pets are allowed at the property?

Accepted Answer

Pet policies are visible in the property details of each property, which can be found on Spryr.com.

Question 8

I want a smoking room but all the rooms in the property say non-smoking. How can I get a smoking room?

Accepted Answer

If a property offers smoking rooms, they will be visible in the description. If this option isn't listed in the description, this is a non-smoking property.

Question 9

What are the check-in and check-out times for the property?

Accepted Answer

You can find the check-in and check-out times for the property in your confirmation email.

Question 10

Can I change the name of the other guests on my reservation?

Accepted Answer

If you need to change details of your reservation other than the main guest name, please contact our support team via email at support@spryr.com or chat or call us.

Question 11

Where can I find more information about the property's facilities?

Accepted Answer

If you're interested in reviewing the details of the property after you have made your reservation, you can either view the details in your confirmation email, look it up again on Spryr.com, or contact our support team via email at support@spryr.com or chat or call us.

Question 12

When will I receive my reservation confirmation?

Accepted Answer

Usually, you get your reservation confirmation instantly. However, on rare occasions, the confirmation email could end up in your SPAM folder. If you look there and can't find it, please reach out to our support team via email at support@spryr.com or chat or call us.

Question 13

What do I do if I lost my email confirmation?

Accepted Answer

Please reach out to our support team via email at support@spryr.com or chat or call us, and we will resend it to you as soon as possible.

Question 14

Are meals included in my reservation?

Accepted Answer

Yes, meals are included when your reservation includes an all-inclusive service. In all other cases, it depends on the policy you selected during the reservation process.

Question 15

I will be arriving earlier/later than the stated check-in time. Can I still check-in?

Accepted Answer

Please reach out to our support team if you know this in advance, and we will let the property know. If you are running early/late on the day of arrival, please contact the property directly with this information.

Question 16

How do I know if my reservation was cancelled?

Accepted Answer

If you cancel your reservation, you will receive a confirmation email stating that we have cancelled your reservation and will refund you any fees within the applicable policy.

Question 17

Can I cancel my reservation without cost?

Accepted Answer

If you have made a reservation that allows for free cancellation, you won't pay a cancellation fee. However, if your reservation is no longer free to cancel or is non-refundable, you may incur a cancellation fee. If you are not sure, you can find the cancellation policy in your confirmation email. If you need help, contact our support team via email at support@spryr.com or chat or call us.

Question 18

Can the Spryr support team help with my non-refundable cancellation?

Accepted Answer

Our team is here for you around the clock. We urge you to contact us for any help you might need. You can reach us via email at support@spryr.com or chat or call us.

Question 19

Can I cancel my reservation?

Accepted Answer

You can. Cancellation fees are determined by the property and listed in your cancellation policy.

Question 20

I was charged the wrong amount for my reservation. What should I do?

Accepted Answer

If you think that the amount you have been charged is not the same as your reservation amount, please contact our support team via email at support@spryr.com or chat or call us.

Question 21

I have been charged, do I need to do anything else?

Accepted Answer

Once you have paid for your reservation, you will receive a confirmation email stating that your reservation is complete.

Question 22

What is a pre-authorization?

Accepted Answer

A pre-authorization is a temporary hold on an amount to ensure that your credit card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time. However, this period might vary, and it depends on the property and your bank/credit card provider.

Question 23

Why do I need to provide my credit card information for a free-of-charge reservation cancellation?

Accepted Answer

Properties request payment information to confirm your reservation. You may be pre-authorized to ensure that your credit card is valid and has sufficient funds.

Question 24

Do I need to prepay my reservation?

Accepted Answer

Some properties and/or policies require prepayment before your stay. This prepayment can be up to the total cost of the reservation, or just part of it. The rest is then paid when you stay at the property.

It's best to check the payment policies during the reservation process and in your confirmation email for more details.

Question 25

How can I get an invoice?

Accepted Answer

You will automatically receive an invoice after completing the reservation process and paying the fee. If you lose your invoice, don't hesitate to contact our support team.

Question 26

What payment methods are accepted?

Accepted Answer

Credit cards (Master Card, Visa, and American Express) are the most typical payment method for the properties listed on Spryr.com. Most properties accept credit cards onsite for further purchases. We are continuously introducing new payment methods (Google Pay, Apple Pay) to facilitate your needs.

Question 27

What organization will charge my credit card?

Accepted Answer

In the event of a prepaid or non-refundable reservation, it is most likely that Spryr will charge the amount. But depending on the policy you select, it could be that the charge on your credit card will be from the property.

Question 28

Is my credit card information safe?

Accepted Answer

Yes, your credit card information is encrypted. You can find more information about our privacy policy here: [spryr.com/privacy](https://spryr.com/info/privacy-policy).

Question 29

If I have questions, when do I contact the property and when do I contact the Spryr support team?

Accepted Answer

Please contact our support team for any questions related to your reservation including changes, add-ons, upgrades, cancellations etc. If you have any questions that are specific to your destination or while you are on site, please contact the property's front desk.

Question 30

How can I contact the property where my reservation is booked?

Accepted Answer

The confirmation email includes all of the contact details for the property you will be visiting. If you need help, contact our support team via email at support@spryr.com or chat or call us.

Question 31

Can I change the dates of my reservation?

Accepted Answer

You can make changes to your reservation as long as the property's policy allows it. Modifying a non-refundable reservation normally incurs a charge and requires you to make a new reservation. For any such requests, please contact our support team via email at support@spryr.com or chat or call us.

Question 32

Can I make changes to reservation?

Accepted Answer

You can make changes to your reservation as long as the property's policy allows it. For any such requests, please contact our support team via email at support@spryr.com or chat or call us.

Question 33

How can I request an additional service from the property?

Accepted Answer

Our team is here for you around the clock to help with any special requests that you may have. You can reach us via email at support@spryr.com or chat or call us, and we will do our best to help.

Question 34

Is it possible to request an extra bed or crib?

Accepted Answer

This depends on the room type and property. Some properties will be happy to offer you one free of charge. Others will request an additional fee. And some might not have space in the room to accommodate your request. Don't hesitate to contact our support team with this special request via email at support@spryr.com or chat or call us.

Question 35

I want to check out after the stated check-out time. What should I do?

Accepted Answer

Please reach out to the front desk of the property during your stay, and they will assist you.

Question 36

Will my personal data be protected?

Accepted Answer

Yes, your personal data will be protected. You can find more information about our privacy policy here: spryr.com/privacy.

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