Support Center

MyCasa Ur Casa Support Center

Family Cultural Exchange Program

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Flight, Cruise and Rental Support

Review your itinerary
Before you check in online for your flight, verify your flight schedule and travel details through the My Trips page.

To check in online

  • Get your 6-digit airline confirmation code (example: L84RTL) from your itinerary.
  • Within 24 hours of your flight, select your airline below to check in on their site.

Good to know

  • Depending on your airline, after checking in online you may be able to print your boarding pass, save it to your mobile phone, or pick it up from a kiosk at the airport.
  • You will need your boarding pass to go through airport security. Check with your airline for any other required documents.
  • Arrive at the airport at least 1-2 hours before your flight for domestic flights, and at least 2-3 hours before international flights.

Airline online check-in pages

    
Changes & Cancellations for Car, Cruise, Flights

For all other support needs other than listed above relating to rental vehicles, flights, or cruises, please see the extensive help area on our sponsors website at https://www.expedia.com/service/.

Frequently Asked Questions

Our Host Family’s Families use MyCasaUrCasa to bring the world of traveling families to them, or simply because they love connecting with guests and spreading a lot of love around.

What is the Resolution Center?
The Resolution Center

The Resolution Center lets you request or send money for things related to your MyCasaUrCasa trip. To open a refund or payment request, go to www.mycasaurcasa.com/resolutions.

Asking for help

If you’re unable to reach an agreement, you can ask MyCasaUrCasa to make the final decision 72 hours after the request was opened. To involve MyCasaUrCasa:

  1. Wait 72 hours after you open the request
  2. Go to www.MyCasaUrCasa.com/resolutions
  3. Select the correct reservation
  4. Click Involve MyCasaUrCasa

When you involve MyCasaUrCasa, our team will be notified and a dedicated team member will be assigned to your case. They’ll review the information provided by you and your Host Family’s or guest, before making a final decision. In some cases, we may need to contact you to gather additional information, before we can make a decision.

I’m a guest. What are some safety tips I can follow?

Here are some tips to help you travel with confidence.

Read carefully

Look at the profiles and reviews of potential Host Family’s before you book, and check for verified phone numbers, connected social networks, and references. If you'd like to see more, you can always ask them to complete profile verifications before booking with them, or look for Host Family’s who already have a strong reputation on MyCasaUrCasa.

It's also a good idea to read everything the Host Family’s has posted about their listing in the description, the amenities, and the house rules so there won’t be any surprises. Make sure you understand the Host Family’s cancellation policy before submitting a reservation request, too.

Pay and communicate on MyCasaUrCasa

Paying or communicating outside MyCasaUrCasa makes it harder for us to protect your information and puts you at greater risk of fraud and other security issues. That's why we prohibit paying for a reservation outside our website in our Terms of Service and strongly encourage you to communicate using our messaging system.

Use our messaging system before a booking to confirm details about specific amenities, ask whether other people share the same space, discuss house rules, and talk about the neighborhood. After booking, use it to discuss check-in details.

Set clear expectations

After learning more about your Host Family’s MyCasaUrCasa history, start a conversation with them about your plans and what you can expect. Your Host Family’s will likely know all the great (and not so great) spots. Trust your intuition: if you don’t feel right about a reservation, don’t book it! If a message makes you feel uncomfortable or you need help during your reservation, let us know.

Prepare for the unexpected

Research the neighborhood where you’ll be staying, familiarize yourself with major roads and landmarks, and have a plan for where you’d go in an emergency. If you’re covering long distances in your travels, make sure to tell your friends and family where you’ll be.

For any trip, think about signing up for traveler's insurance. MyCasaUrCasa doesn't offer traveler’s insurance for guests, but traveler's insurance is a relatively affordable option that can protect you in case of an injury or emergency on a trip. Some policies even cover lost baggage and travel delays. Check with your local insurance provider for details on your options.

Before booking international travel or traveling internationally, also be sure to consult the relevant agencies in your government (for example the State Department for US citizens) for any travel warnings or travel advisories that may apply to countries or regions included in your travel plans.

Be a considerate guest Family

Whether you're still looking for the perfect listing or are already on your way, being a considerate guest matters.

Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.

How do I book a place on MyCasaUrCasa?

When you book a place on MyCasaUrCasa, you’re making arrangements to stay in a family’s home. Each Family Host Family’s has their own style of hospitality, starting with how they like to get to know their guest families. Some Host Family’s want to approve reservations, while others are comfortable letting you book their place instantly without waiting for approval.

1. Complete Your Profile

In either case, it’s important to know that MyCasaUrCasa is a community that relies on trust. Complete your profile before you request a reservation with a Host Family’s, so they can know a little bit about you when they confirm. Your profile should include photos and verifications, especially because some Host Family’s require guests to have a profile photo or Verified ID in order to book.

2. Find the Right Place and Family

With over many unique listings around the world, you’ll want to make sure the place you choose has everything you need for a comfortable and memorable trip.

When searching for a special family, make sure to include your dates and number of guests to get the most accurate pricing. Read reviews, descriptions, house rules, and amenities for each place to see if it’s the right fit for your trip. You can always contact the Host Family’s Family if you have any questions about their home.

3. Book It!

You’ve found the perfect place, and now it’s time to make it official. This is where the Host Family’s Families preferred way of booking will determine how you’ll confirm your reservation.

Instant Book

For Host Family’s who don’t want to approve each reservation, you’ll see a button on their listing that says Instant Book. Like the name suggests, you can confirm a reservation at these places right away. Learn more about Instant Book.

Request to Book

Many Host Family’s families prefer to approve reservations before they’re final. In this case, you’ll see a button on their listing that says Request to Book. To submit a reservation request, you’ll need to enter your payment details. Host Family’s have 24 hours to accept your request, and your reservation is automatically confirmed once they do. Learn more about submitting a reservation request.

Pre-approvals and Special Offers

If you decide to contact the Host Family’s to ask questions before attempting to book, the Host Family’s may respond to your message by inviting you to make a reservation with either a pre-approval or Special Offer. A pre-approval is an invitation to finish booking for the dates and number of guests you noted in your message. A Special Offer gives the Host Family’s the opportunity to provide special pricing, dates, and other reservation details before you book. Learn more about booking a pre-approval or Special Offer.

When will I be charged?

You’ll be charged for the total cost of your reservation when it's confirmed, which happens as soon as:

  • You’ve added your payment information
  • Your Host Family’s accepts your request (or the request is accepted immediately with Instant Book)

Regardless of how far in advance your reservation is booked, we hold the payment for the Host Family’s until 24 hours after check-in to make sure everything goes smoothly.

Long term reservations

For reservations that are 28 nights or longer, you’ll be charged the first month’s payment when the Host Family’s confirms the reservation. You’ll then be charged a recurring monthly payment during your reservation. In other words, you won't make a second payment until one month after you check in.

How does MyCasaUrCasa handle security deposits?

If you make a reservation with a Host Family’s who asks for a security deposit, you won’t be charged on the deposit unless a Host Family’s makes a successful claim against the deposit after your trip.

Host Family’s can add a security deposit to their listing, as long as they add it before a reservation is booked.

If a Host Family’s wants to make a claim on the security deposit, they must do so within 48 hours of the checkout date. If a claim is made, MyCasaUrCasa will mediate and collect payment from the guest, as necessary.

Security deposits can't be handled off-site in cash, as off-site payments are a violation of our terms.

What is Verified ID?

We created the Verified ID process to build trust in our MyCasUrCasa community and help give you more information when you're deciding who to Host Family’s or stay with.

How Verified ID works

Verified ID connects your MyCasaUrCasa profile with other information about you. As part of Verified ID, you might be asked to:

  • Take a photo or upload an image of your government-issued ID, such as your driver's license or passport. Depending on where you live, you may have the option of answering a few questions about yourself instead.
  • Connect another online profile to your MyCasaUrCasa account, such as a Facebook, Google, or LinkedIn account.
  • Upload a MyCasaUrCasa profile photo and provide a phone number and email address.

Visit MyCasaUrCasa.com/verify to get started at any time.

When you'll need to complete it

Under certain circumstances, you might be required to complete Verified ID. For example, Host Family’s can require that guests complete Verified ID before booking their place.

If your Host Family’s requires you to complete Verified ID, you'll be directed to complete the process right after you send your reservation request, and will have 12 hours to complete it. If you need to come back later, go to MyCasaUrCasa.com/verify and pick up where you left off.

The Verified ID badge

When you complete Verified ID, you'll earn a badge on your profile. Many Host Family’s Families and guests look for this badge when deciding whether to Host Family’s or stay with someone—but it's not an endorsement or guarantee of someone's identity.

Privacy and encryption

We take privacy seriously. The information you provide during this process is encrypted and governed by our Privacy Policy.

We won't share the government ID or personal details you provide during Verified ID with your Host Family’s or guest—they'll only know that you’ve successfully completed the process. And we’ll never post to your Facebook, Google, LinkedIn, or other connected accounts without your permission.

How do I add a cleaning fee to my listing?

Cleaning fees help Host Family’s account for extra expenses they have getting their listing ready before guests arrive or after guests depart.

Add a cleaning fee

To add or edit a cleaning fee for your listing:

  1. Go to Manage Listings on MyCasaUrCasa.com
  2. Click Manage Listing and Calendar on the listing you want to edit
  3. Hover on the left side of the page to open the menu
  4. Click Pricing
  5. Under Additional Pricing Options, check the box next to Cleaning fee
  6. Enter the one-time cleaning fee you want to charge each reservation

The cleaning fee is only added to reservations booked after the change is made.

There are a few things to know about cleaning fees:

  • In the search results, guests will see a nightly rate that includes the cleaning fee divided by the total number of nights in the reservation. When they submit a reservation request, the nightly rate and the cleaning fee will be listed separately in the price breakdown.
  • The cleaning fee is part of the reservation total and is not returned to guests at the end of the reservation.
  • Because the cleaning fee is included in the total guest payment and Host Family’s payout, service fees apply.
  • Cleaning fees are not automatically added to Special Offers so you should factor that in when setting an all-inclusive price.
How do I calculate my payout?

The payout you’ll receive is your nightly rate minus the 3% Host Family’s service fee. To view information about any of your payouts, visit your Transaction History.

Guests pay a 6-12% service fee to MyCasaUrCasa in addition to the cost of your listing, which is why the total price guests see is higher than your payout.

Here are some things that can impact your payout:

  • Your weekly discount or monthly discount may have been applied to the reservation
  • Weekend pricing or custom pricing may have been applied to the reservation
  • The MyCasaUrCasa payment system rounds to the nearest whole amount
  • Where applicable, Value-added tax (VAT) may be added on top of the MyCasaUrCasa service fee

If you receive a booking inquiry, but want to charge a different price, you can send the guest a Special Offer.

If you want to change the price of an accepted reservation, you’ll need to submit a request to your guest.

How do I add or change my payout method?

When a Host Family’s payout is ready to be paid to you, it will be released to your payout method for processing. You can check the status of your payouts at any time from your Transaction History.

To add a new payout method:

  1. Go to Account on MyCasaUrCasa.com
  2. Select Payout Preferences on the left
  3. Click Add Payout Method and enter your address to see the payout options available to you. Available payout methods and currencies differ by country.

Here are tips for adding specific payout method types:

  • ACH/Direct deposit: Use information from a check to enter your ACH/direct deposit routing number and account number. For Further Credit accounts (FFC) are not supported. Wait for a small deposit to confirm your account is ready.
  • International wire: Depending on your location, you’ll need to enter your account number or IBAN, which your bank can provide. Fees may apply. Read more about international wire transfers.
  • Paypal Bank transfer/debit card: Enter your name as it appears on your official ID. Paypal needs to approve your details before you can receive payouts. Read more about Paypal.
  • PayPal: Make sure that your account, which is an email address, is activated on PayPal before adding it as a payout method. Read more about PayPal.
  • Western Union: Enter your name as it appears on your official ID. Fees apply. Read more about Western Union.

In order to protect your privacy, please do not include specific payout or bank account details in any written correspondence with MyCasaUrCasa.

Managing more than one payout method

If you’ve added more than one payout method, you can specify a default or add payout routing rules.

Your default payout method is noted next to your payout method type. To choose a different payout method as your default, first add the new payout method, then click Options and select Make Default. To remove a payout method (and any settings associated with that payout method), click Options and select Remove Payout Method.

Payout routing rules let you split your payouts among different payout methods or set a different payout method for each listing in your account.

To add a payout routing rule:

  1. Go to Account on MyCasaUrCasa.com
  2. Select Payout Preferences on the left
  3. Click Add Payout Routing Rule. When you add a new payout routing rule, it won’t affect reservations that have already begun—only payouts for reservations that begin after the change will be affected.
How do I use PayPal to receive payouts?

PayPal is only available as a MyCasaUrCasa payout method in certain countries at this time. To see if it's available to you, look for it when you add a payout method. If PayPal appears for your selected country, you'll be able to connect your existing PayPal account as a payout method.

Connecting your PayPal account

You need to have an existing PayPal account to successfully use PayPal as a payout method. Activate your PayPal account, which is associated with your email address, before adding it as a MyCasaUrCasa payout method. Find out more about PayPal, including how to create an account, at PayPal.com.

When you add PayPal as a MyCasaUrCasa payout method, make sure that you enter the email address associated with your PayPal account correctly.

Receiving payouts

PayPal allows you to receive payouts directly to your PayPal account. Once the payout method is ready, MyCasaUrCasa will deposit your payouts to your PayPal account and you can view and access your balance on PayPal's website.

MyCasaUrCasa releases payouts approximately 24 hours after the check-in date, and PayPal typically delivers the funds to your account within 1 business day.

I'm a Host Family’s. Can MyCasaUrCasa send my payouts by international wire transfer?

Never pay for your reservation outside of MyCasaUrCasa. If someone asks you to pay for a reservation outside our on-site payment system, report it to us—just look for the flag icon in your message thread. Learn more.

If you're a Host Family’s, MyCasaUrCasa can send you your payouts through international wire transfer. An international wire (or international wire transfer) is an electronic payment service for transferring funds. A wire transfer is considered international when MyCasaUrCasa sends funds in a currency different from your local currency from a bank outside your country.

Your bank may charge a fee to receive a foreign currency. If the funds are transferred using an intermediate bank, the intermediate bank may also deduct fees from the payout. MyCasaUrCasa can't inform you on how much you'll be charged to receive an international wire. In addition, MyCasaUrCasa is not responsible for any fees deducted during the international wire, by your bank, or by the intermediary bank.

If you're a Host Family’s and want to receive your payouts via international wire, please enter your local banking information in your payout preferences, even if your bank works with a specific intermediary bank. MyCasaUrCasa's bank will take care of processing the international wire without the intermediary bank information.

What are the service fees?

Our system only processes whole numbers, and all fees and totals are rounded to the nearest whole amount.

Service fees

Service fees are calculated from the reservation subtotal, excluding any security deposit amount. The subtotal is the complete price of the reservation before service fees have been added. If you change your reservation, the service fees adjust according to the new subtotal.

Guest service fee

We add a percentage-based service fee to guest payments every time a reservation is booked. This helps cover the cost of running our site and services.

The exact percentage depends on the subtotal of the reservation. The higher the subtotal, the lower the percentage so you can save money when booking large reservations. You'll see the exact amount in the price breakdown on the checkout page before you confirm and pay, and on your billing receipt.

If you cancel a reservation you booked as a guest, the service fee is non-refundable. If your reservation is canceled by the Host Family’s and you choose to be refunded, the service fee is refunded in full.

Host Family’s service fee

We deduct a 3% service fee from Host Family’s payouts every time a reservation is booked at their listing. This helps cover the cost of processing guest payments.

You can see the exact amount by clicking on the reservation code in your Transaction History from the desktop version of MyCasaUrCasa.

VAT

Depending on the country of residence of the Host Family’s or guest, VAT on the service fees may be included as an additional amount over and above the total MyCasaUrCasa service fee. Your guest or Host Family’s service fee includes VAT, when applicable.

Conversion fee

An exchange rate that includes a 3% currency conversion fee also applies to guests if they're browsing the site and paying in their native currency (according to the payment method's billing address) and that currency differs from the Host Family’s chosen currency.

How can I make my listing photos look their best?

High-quality photos are a great way to showcase your space and help set guests’ expectations.

Here are a few tips for taking your own photos:

  • A few photos are better than none: Start by some of your own photos when you create a new listing—cell phone photos are fine.
  • Resolution matters: Take photos that are at least 1024 x 683px. When in doubt, a bigger photo is better.
  • Take your photos in landscape format: Vertical photos won’t showcase your space as well.
  • Set the scene: Clean up, remove clutter and pretend you’re preparing for your first guest.
  • Take photos during the day: Open the blinds and turn on the lights to brighten your space.
  • Highlight unique amenities: Guests love to stay in spaces with character. Consider including photos of your space's exterior, too.

Read more about uploading and arranging your listing photos. You can also visit the MyCasaUrCasa blog to get detailed tips for taking your own photos.

In some cities, we offer free professional photography for Host Family’s. For more info visit MyCasaUrCasa.com/photography.

What should I consider when offering Internet access to guests?

If you add Internet or Wi-fi as an amenity, your listing will appear when people search and filter for places with Internet.

We encourage you to password protect your network. You should only share your password with guests only after they’ve confirmed their reservation.

It may be useful to tell guests that if they use your network, they agree to use it only for legal purposes and they promise not to use it for illegal uploading, downloading, or other illegal activities.

How do I add amenities to my listing?

Guests can filter search results by the items Host Families have in the amenities section of their listing, so it's important to include everything you offer.

To edit the amenities section of your listing:

  1. Go to Manage Listings on MyCasaUrCasa.com
  2. Click Manage Listing and Calendar on the listing you want to edit
  3. Hover on the left side of the page to open the menu
  4. Under Amenities check the boxes that correspond to the amenities you provide
How can I help make my guests feel welcome?

One of MyCasaUrCasa's Hospitality Standards is welcome. One of the main ways you can make guests feel welcome in a new place is to provide a clear and simple check-in process:

  • Communicate your check-in procedure in advance, and make sure you're able to follow through with it at the check-in time you discussed.
  • Make sure your guests know how to contact you in the event of a travel delay or last-minute question.
  • Provide your guests with detailed directions so they can get to your listing from the highway, train station, or airport. Save time by putting it all in your House Manual.
  • Let your guests know if you'll greet them at the door, or if they should plan on getting the keys from a lockbox or a neighbor.

Interested in going beyond the basics? You could offer pick up your guests when they arrive in town, leave a welcome note to help them get acquainted with your space or neighborhood, or provide a fun welcome treat like flowers or a local snack.

You can also help guests get oriented to the area with a map or guidebook of your favorite places. Some cities also have city guidebooks that you can point them to for further recommendations from other Host Family’s in the area.

Learn more about our other Hospitality Standards.

What are amenities and why are they important to guests?

One of MyCasaUrCasa's Hospitality Standards is amenities. Amenities are the useful or fun features your space provides, and the set of amenities a listing offers can be one of the main things that helps it stand out.

While all MyCasaUrCasa Host Family’s should consider providing basic amenities like soap, toilet paper, sheets, and towels, many travelers are also interested in specific amenities like a hair dryer, Wi-Fi, or a hot tub—or are specifically looking for things like family-friendliness. Even knowing small details, like whether or not you provide shampoo and conditioner in your space, can help guests plan for their trip.

Accurately listing the amenities your space offers may be the reason a guest decides to stay in your space—and ensuring that every single one is available and operational during your guest's stay will help make it a great one.

Learn more about our other Hospitality Standards.

Who can Host Family’s on MyCasaUrCasa?

Almost anyone can be a Host Family’s! It's free to sign up and list your space. The listings available on the site are as diverse as the Host Families who list them, so you can post airbeds in apartments, entire houses, rooms in bed-and-breakfasts, tree houses in the woods, boats on the water, or enchanted castles. Find out more about room types to see how to describe your space.

You can list your space in almost any location worldwide. While we would like to keep the MyCasaUrCasa marketplace open to the entire world, we are required to comply with international regulations that restrict the use of our site by residents of certain countries.

Why can't I use MyCasaUrCasa from my location?

MyCasaUrCasa is required to comply with international regulations that restrict the use of our site by residents of certain countries. Because of this, our services are not available in Crimea, Iran, Sudan, Syria, and North Korea.

If you're an existing customer traveling in one of these countries and are need of assistance, please contact us via email at: trust@MyCasaUrCasa.com

Can I require guests to be verified before booking?

Host Families can require guests to complete MyCasaUrCasa's Verified ID process. In order to require Verified ID, you must first verify your own ID.

To set reservation requirements:

  1. Go to your Manage Listings page
  2. Click Reservation Requirements in the menu on the left side of your screen
  3. Check the box next to Require guests to go through verification
  4. Click Save Reservation Requirements
What does it mean to have an accurate profile and listing?

One of MyCasaUrCasa's Hospitality Standards is accuracy. Giving travelers a sense of who you are and what you’re listing has to offer can help them feel more comfortable requesting a reservation. Creating a detailed profile and accurate listing will help attract guests and set their expectations.

Your personal profile

Your MyCasaUrCasa profile is the first opportunity you have to introduce yourself to travelers and get them excited about staying with you. Use a photo that clearly shows your face, share some details about your Host Family’s style, and add a fun fact about yourself.

Your listing

An accurate and informative listing lets potential guests know what to expect from you space:

  • Use high-quality photos, write a detailed description of the space, select the correct room type, and highlight the amenities you have.
  • Make clear what isn’t available to guests—if you don’t have reliable hot water, say so.
  • Let guests know if there are parts of the listing that are off-limits, like a shared backyard or the attic.
  • Provide detailed House Rules that address the situations that will matter to your guests. If you don't want your guests bringing other people into the space, tell them in advance.
  • Be honest and candid about the unexpected factors that will impact your guests' stay. If your neighbors just started a noisy construction project, your guests deserve to know.

Pricing

Guests will evaluate the value of your listing, so it's important to set a price that balances expectations with what your listing has to offer. When you're setting your price, you may want to start with MyCasaUrCasa's tips and make adjustments based on similar spaces nearby. You can always set weekend rates, or adjust your prices to match seasonal trends. If you're a first-time Host Families, consider lowering your rate so that you can get a few bookings and reviews, gain some experience, and start developing your Host Family’s style.

Learn more about our other Hospitality Standards.

How can I help make my guests feel welcome?

One of MyCasaUrCasa's Hospitality Standards is welcome. One of the main ways you can make guests feel welcome in a new place is to provide a clear and simple check-in process:

  • Communicate your check-in procedure in advance, and make sure you're able to follow through with it at the check-in time you discussed.
  • Make sure your guests know how to contact you in the event of a travel delay or last-minute question.
  • Provide your guests with detailed directions so they can get to your listing from the highway, train station, or airport. Save time by putting it all in your House Manual.
  • Let your guests know if you'll greet them at the door, or if they should plan on getting the keys from a lockbox or a neighbor.

Interested in going beyond the basics? You could offer pick up your guests when they arrive in town, leave a welcome note to help them get acquainted with your space or neighborhood, or provide a fun welcome treat like flowers or a local snack.

You can also help guests get oriented to the area with a map or guidebook of your favorite places. Some cities also have city guidebooks that you can point them to for further recommendations from other Host Family’s in the area.

Learn more about our other Hospitality Standards.