What a booking is, who charges you, what is refundable, how the phone line works, and who is responsible for what.
Last updated 5 September 2026.
Section22contains an arbitration agreement and a class action waiver that apply if you live in the United States. Please read it.
These terms are a contract between you andSpotbo, Inc., a Delaware corporation that operatesCallstay, callstay.com and the Callstayphone line (“Callstay”, “we”, “us”). They cover every way you useCallstay: the website, the online checkout, the assistant on the website, a booking placed by phone, and the emails, calls and text messages we send about it. By usingCallstay, or by asking us to book for you, you agree to them. If you do not agree, do not use the service.
Our Privacy Policy, our Cancellations and refunds page and our Accessibility page are part of these terms. So are the property’s own terms for each booking, which we show you before you commit (section3), and the terms of any promotion we offer (section 13).
Where we provide these terms in a language other than English, the English text governs if the two differ.
Callstayfinds accommodation and places bookings with properties on your instruction. Bookings are placed through our booking supplier, Nuitee Travel Limited of Dublin, Ireland, which operates the LiteAPI platform, and through it with the property or with the wholesaler that supplies the rate.
We are an intermediary. We do not own, operate, manage, inspect or control any property, and we do not provide the accommodation. The contract for your stay is between you and the property. We are not a party to it.
When you ask us to book, we act on your instruction to place that booking. That does not make us your agent for any other purpose, and it does not make us the property’s agent. We are not a tour operator: we do not sell packages, flights, transport, experiences or insurance, and a stay booked through us is a single accommodation service, not a package. We do not collect or remit taxes on the stay; the supplier and the property do, and any tax invoice for the stay comes from them.
We may decline to make any booking, and we may withdraw, suspend or change any part of the service, at any time, without notice. Features may be offered as a preview or a test and withdrawn again. The phone line is not guaranteed to be answered at every hour, and the website is not guaranteed to be available at every moment.
Rates and availability change continuously. A price we quote, on the site or on the phone, is the price at that moment and may no longer be available minutes later. We are not bound by a quote.
When we hold a room while you pay, the supplier keeps that rate for a limited time. A hold creates no obligation on the property and can lapse or be repriced before you pay. If the price has moved, we show you the current price before anything is charged, and that is the price you pay if you go ahead.
A booking exists only when we send you a confirmation email carrying a booking reference. Until then nothing is booked, even if a payment has been taken, and whatever was said on a call.
If a payment is taken and the property does not confirm the room, we tell you as soon as we know, and either the booking is completed or the payment is refunded in full by the party that took it. That refund is your remedy for a booking that did not confirm.
The confirmation email is the record of what was booked: the property, the dates, the room, the guests, the price and the cancellation terms. Read it when it arrives. If anything in it is not what you asked for, tell us within 24 hours of receiving it, or before the property’s free-cancellation deadline if that is sooner. After that the confirmation stands, and changing it is subject to the property’s terms (section6). If you do not receive a confirmation within an hour of paying, check your spam folder and then call us; do not assume the booking exists.
Each rate carries the property’s own conditions: cancellation terms, check-in and check-out times, minimum age, identification, deposits, house rules and fees collected on arrival. We show you what the supplier gives us before you pay and repeat it on the confirmation. By booking you agree to those conditions as part of your contract with the property. Early check-in, late check-out, extra beds, cots, parking, pets and similar requests are granted by the property, at its discretion and its price, even where we have passed the request on.
If you book the same stay twice, on the site and on the phone, or with us and elsewhere, both bookings are real and both carry their own terms. Tell us within 24 hours and we will cancel the duplicate under its terms; where it is non-refundable we will ask the property for goodwill, and the property decides.
The price we show is the total the supplier will charge for the stay, in the currency shown, including the taxes the supplier collects, at the moment of the quote. It does not include anything the property collects itself on arrival.
Some properties charge on arrival: resort or facility fees, city or tourist taxes, parking, breakfast where it is not in the rate, a deposit for incidentals, or a card hold. We tell you when the supplier tells us that the property collects more, and we pass on the amounts we are given. We do not set, collect or control those charges and are not responsible for them, and we are not responsible where the supplier did not tell us about one.
On a pay-at-the-property rate, you pay the property directly, at the rate the property confirms, in the property’s currency and by the payment methods the property accepts. The property may ask for a card to guarantee the room and may charge that card under its no-show or cancellation terms. Whether the property accepts cash, a debit card or a particular card brand is the property’s decision.
If you pay in a currency other than the one the price is set in, your card issuer sets the exchange rate and may add a fee. The amount on your statement may differ from the amount we showed. Where we display a price converted into another currency for convenience, the conversion is indicative and the charged currency governs.
An obvious pricing error, such as a rate that is plainly a mistake by the property or the supplier, is not binding on us or on them. If a booking is made at an erroneous rate we may cancel it before check-in and have any payment refunded in full, and we will tell you. A rate that later goes down is not a pricing error.
You pay us nothing for the service. We are paid a commission by the supplier or the property. We aim to show rates that match what the property offers directly, but we do not guarantee it and do not offer price matching. Where the site says “the same as booking direct” it describes that aim.
On a prepaid rate, payment is collected by our booking supplier, Nuitee Travel Limited, through its payment provider, directly from your card.Spotbo, Inc.does not receive the payment, does not see or store your card number, and is not the merchant of record.
The name on your card statement may be the supplier’s or its payment provider’s rather thanCallstay’s. By entering your card you authorise the charge of the amount shown on the payment page. On a pay-at-the- property rate you authorise the property to charge you under its own terms. You must be the cardholder or have the cardholder’s permission; a booking paid with a card the payer was not entitled to use may be cancelled without refund and reported.
Your bank may decline a payment or require additional verification. We are not responsible for a declined payment or for a hold that lapses while a payment is being verified. A payment link we send you is for the person it was sent to and for the stay it describes; it expires, and it can be repriced before you pay.
Refunds are made by the party that took the payment, to the original payment method, in the currency the payment was taken in. Once a refund is issued, the time it takes to reach you depends on your bank; five to ten business days is typical. We do not refund in cash or to a different card.
If you believe a charge is wrong, contact us before disputing it with your bank, so we can look at it with the supplier. A chargeback raised against a booking that was correctly made and correctly charged under the property’s terms may be contested with the evidence of the booking, including the recording of the call, and we may decline to make further bookings for someone who has raised one.
We never take card numbers by voice, and we never ask for your card number, PIN, bank password or a one-time code by phone, text or email. Anyone who does is not Callstay.
Each rate carries the property’s cancellation terms. We show them before you pay and repeat them on the confirmation. Those terms, not ours, decide what is refunded and when. Our Cancellations and refunds page explains what the common terms mean and how to cancel.
A non-refundable rate means that nothing is refunded once it has been paid, whatever the reason for cancelling: illness, bereavement, weather, a cancelled flight, a refused visa, a change of plan. That is the property’s condition of the lower price.
To cancel or change a booking, call us on(888) 789-8585or reply to your confirmation email. Only the person who made the booking, or someone who can pass the verification in section10, can cancel or change it. We arrange it with the property or the supplier and charge you nothing for doing so. A change of dates, room or property is a cancellation of the existing booking under its terms and a new booking at the rate then available, unless the property agrees otherwise. A cancellation takes effect when we receive it and is proven by our cancellation email.
If you do not arrive, the property’s no-show terms apply; commonly the whole stay is charged. If you leave early, unused nights are not refunded unless the property agrees. If the property refuses you at check-in because you do not meet its conditions, for example age, identification, a card for incidentals, or the number of guests, that is treated as a no-show.
If the property cancels your booking, overbooks, closes, or cannot provide the room it confirmed, that is the property’s responsibility. We will help you find an alternative and, where you have prepaid, help you obtain a refund from the supplier of what you paid for the affected nights. Our responsibility in that situation is that help and that refund, except where section16applies. A replacement offered by the property or the supplier of a comparable standard in the same area is an acceptable alternative.
We strongly recommend travel insurance that covers cancellation, curtailment and medical expenses. We do not sell it and cannot claim on it for you.
Descriptions, photographs, amenity lists, star ratings, maps, distances and guest reviews come from the property, the supplier and third-party sources. We pass them on as we receive them. We do not inspect properties and cannot verify that every description is accurate or current.
Photographs may not show the room you are allocated. Star ratings are the property’s or the supplier’s, not aCallstaygrade, and their meaning varies by country. Amenities can be seasonal, closed for maintenance or renovation, or charged for, and a property may be undergoing building work that neither the supplier nor we were told about. Distances are approximate. Reviews are the opinions of the people who wrote them, and where we show ratings from third-party sources they are theirs.
Nothing on the site or said on the phone is a warranty about a property. If you have a requirement that matters to your stay, such as step-free access, a particular bed configuration, a connecting room, parking, or a pet or service animal, tell us so we can ask, and confirm it with the property directly before you travel.
We correct errors when we learn of them. An error in a description is not a basis for a claim against us beyond what section16provides.
By using Callstay you confirm and agree that:
You may book for family, friends, colleagues or an employer. You remain the person who made the booking: you are responsible for the payment, for passing the confirmation and the terms to the guest, and for what the guest does at the property. The guest is bound by the property’s terms. Only you, or a guest who can pass verification (section10), can change or cancel the booking.
If you book as a business, a travel arranger, an agency, or on behalf of clients, you may do so only with our written agreement, and you confirm that you are authorised to bind the person or company you book for. Without that agreement, a booking made in the course of a business is subject to these terms and to the same limits, and consumer protections that assume a personal booking do not apply to it.
Calls toCallstayare answered by an AI assistant. You are told so at the start of the call. You can ask for a person at any point. The assistant speaks English and Spanish. It can find rooms, quote, hold, book, change and cancel, and answer questions about a booking; it cannot book flights or transport, give medical, legal, visa or financial advice, or contact emergency services.
The phone line is not an emergency service. If you are in danger, call the emergency number where you are. If there is a problem at the property, contact the front desk first; it is the party that can act.
Calls are recorded, and you are told so at the start, before anything is recorded. Continuing after the notice is your agreement to be recorded, including where the law where you are requires everyone on the call to agree. If you would rather not be recorded, say so and the call continues without it. Do not put someone else on the call without telling them it is recorded. The recording is what we rely on if there is a disagreement about what was agreed. Our Privacy Policy says how long it is kept.
An assistant can mishear a name, a date or a number, and it can be wrong. That is why nothing is booked until you have confirmed the details and why every booking is confirmed in writing. The written confirmation is the booking. If it differs from what was said on the call, tell us within 24 hours of receiving it (section 3). A statement made on a call that the confirmation does not repeat is not part of the booking.
Information the assistant gives you about a property, an area, distances, weather, events, prices elsewhere, or anything else is passed on from the sources described in section7or is the assistant’s best answer, and is not advice. Check anything you are relying on.
A call that drops, whether on your side, ours or the network’s, does not make, change or cancel a booking. Whatever had been confirmed to you in writing before the call stands; whatever had not been is not booked. Call back or check your email. We are not responsible for call quality, for a carrier’s failure, or for a call that cannot be connected.
Before we change, cancel or give details of a booking on a call, we check that we are speaking to the person who made it or to a guest on it, using details such as the booking reference, the name, and the email address or phone number on the booking. We may decline to act, or ask you to confirm by email, if we are not satisfied. We act on the instructions of anyone who passes that check, and we are not liable for acting on them if the details had been shared with someone else. Keep your booking reference and confirmation private.
By giving us a phone number you agree that we may call and text that number about your booking: the payment link, the confirmation, a change made by the property, a relocation, a reminder before you arrive, and a request for a review after you leave. Those calls and texts may be made using automatic dialling, a pre-recorded message, or an AI voice. Message and data rates may apply. We do not make marketing calls and we do not send marketing texts without your separate agreement, which you can withdraw at any time. Reply STOP to any text to stop receiving texts, or tell us on a call or by email, and we will use email for anything essential. Agreeing to calls and texts is not a condition of booking.
If you give us a number that is not yours, or that later becomes someone else’s, tell us. We are not responsible for a message about a booking reaching the wrong person because the number on the booking was wrong.
Your carrier’s charges for calling or texting us apply. From outside the United States,(888) 789-8585may be charged as an international call.
Where the assistant is available on the website by voice or text, the same rules apply. Your browser will ask for permission to use your microphone; audio is sent to the providers named in our Privacy Policy to be understood and answered, and the conversation is kept as a transcript. Nothing said to the website assistant is a booking either; the confirmation email is.
We may end a call and block a number where a caller is abusive, threatening, makes repeated calls without a booking purpose, attempts to obtain someone else’s booking details, tests cards, or otherwise misuses the line, and we may refuse further bookings from that person. We may report fraud to the supplier, the card networks and the authorities.
We call and text only about bookings, only from numbers and addresses we publish, and we never ask for card numbers, passwords, one-time codes, gift cards or transfers. If you are unsure whether a call or message is from us, hang up and call(888) 789-8585. We are not responsible for anyone impersonating us.
If you have called before, the assistant may recognise your number and greet you by name. Tell it to forget you and it will. See the Privacy Policy.
When we arrange a block of rooms for a wedding, a crew, a team or an event, the block agreement, including the rate, the release date, any deposit and any attrition or minimum-pickup obligation, is between the organiser and the property. We help set it up and we are not a party to it. Any attrition fee, deposit forfeiture or minimum charge under a block agreement is the organiser’s responsibility. Each guest’s reservation against the block is that guest’s own booking under these terms. We do not guarantee that every room in a block will remain available until the release date, that the property will honour the block rate for late additions, or that a block can be moved to other dates.
A weekly or monthly stay booked through us is a hotel or extended-stay booking, not a lease, and we do not create any tenancy or residency right. The property’s rules and the law where the property is decide any rights that arise from length of stay. Extending a stay is subject to availability and to the rate then available. Cutting a stay short is governed by the property’s terms. Tax exemptions that some places grant after a number of nights are applied by the property, not by us. A property may require a change of room, a periodic check-out and check-in, or a deposit on a long stay; those are the property’s conditions.
You can book without an account. If you create one, keep your password to yourself, keep your details accurate, and tell us if you think someone else has used it. You are responsible for what is done through your account until you do. We may suspend or close an account that breaches these terms, that has been inactive for two years, or where we are required to. You can delete your account at any time; booking records are kept as the Privacy Policy describes.
You agree not to:
The site, its design, text and software belong toSpotbo, Inc.or its licensors. Photographs are used under the licences listed on our image credits page; if you believe content on the site infringes your rights, write to [email protected] with the page, the work and your contact details and we will act on it. You may use the site to find and book accommodation for yourself and people you are booking for, and for nothing else.
Links to other websites are provided for convenience. We do not control them and are not responsible for their content or their terms.
We do not currently offer discount codes, credits, gift cards, loyalty points or referral rewards. If we do, each will carry its own terms, which will say what it is worth, what it applies to, when it expires and how it can be withdrawn. Unless those terms say otherwise: a promotion has no cash value and cannot be transferred or exchanged; one applies per booking; it may be withdrawn or corrected at any time before a booking is confirmed; and we may cancel a booking or reverse a benefit obtained by misuse, including by creating multiple accounts, or where the booking it was applied to is cancelled.
After a stay we may ask you for a review. A review, and any other text, photo or feedback you send us, may be used by us to improve the service, to help the property, and, where we say so when we ask, to publish on the site with your first name and the month of your stay. You give us a worldwide, royalty-free, perpetual licence to use it for those purposes, and you confirm it is yours, it is honest, it is about a stay you actually had, and it contains nothing unlawful, abusive or about anyone else’s private life. We may decline to publish, edit for length or remove a review, and we do not check reviews for accuracy.
Ideas and suggestions you give us aboutCallstaymay be used without obligation to you.
If something is wrong at the property, tell the front desk while you are there. The property is the party that can move you, fix the room, or adjust the bill, and most properties will only consider a complaint that was raised during the stay. Keep a note of who you spoke to and when, and photographs where relevant.
If the property does not resolve it, tell us during the stay if you can and in any case within 14 days of check-out, by phone or by replying to your confirmation. We will take it up with the property and the supplier on your behalf, and pass on what they offer. We cannot compel a property to refund or compensate, and a complaint raised for the first time after the stay is far less likely to succeed. We do not act as a mediator or an arbiter between you and a property.
A complaint aboutCallstayitself, about something we did or failed to do, goes to [email protected] or to our address in section25. We acknowledge it within two business days and answer it within ten. If you are not satisfied with the answer, section22describes what happens next.
We take care to book what you asked for. If we book something materially different from what you agreed on the call or entered at checkout, such as the wrong property, the wrong town, the wrong dates, the wrong room type or the wrong number of guests, that is our mistake, and this section is what we do about it.
Tell us within 24 hours of receiving the confirmation. We will, at our cost, correct the booking; or, if it cannot be corrected, cancel it and secure a full refund of what you paid for it; and, if a like-for-like replacement for the same dates costs more, cover the difference, up to the total price of the original booking.
That is the whole of our responsibility for our mistake, and nothing else in these terms reduces it below that. It does not cover: a change made by the property or the supplier after the booking; a rate that has moved; the property’s performance; information the property or the supplier gave us; details you gave us that were wrong or that the assistant repeated back and you confirmed; or a discrepancy on a confirmation you did not tell us about within 24 hours.
To the fullest extent the law allows,Callstayis provided “as is” and “as available”, and we disclaim all warranties, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, title and non-infringement, and any warranty arising from course of dealing or usage of trade.
In particular we do not warrant that the site, the phone line or the assistant will be available, uninterrupted, secure or error-free; that property information is accurate, complete or current; that a rate or a room will remain available; that a property will perform its contract with you; or that anything the assistant says is correct.
Some jurisdictions do not allow certain warranties to be disclaimed. Nothing in this section removes a right the law gives you that cannot be excluded.
To the fullest extent the law allows:
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for gross negligence or wilful misconduct, or for anything else that cannot lawfully be limited or excluded. If you are a consumer in a country whose law gives you rights that cannot be limited by contract, those rights are not affected.
The limitations in this section apply to the benefit ofSpotbo, Inc., its officers, directors, employees and contractors, and to our supplier and the properties we book to the extent a claim against them relates toCallstay’s role as intermediary.
To the extent the law allows, you will defend, indemnify and hold harmless Spotbo, Inc., its affiliates, and their officers, directors, employees and contractors from any claim, demand, loss, liability, cost or expense, including reasonable legal fees, brought by a third party that arises from your breach of these terms, your misuse of the service or the phone line, your or your guests’ conduct at a property, damage you or your guests cause, your breach of a property’s terms, a booking you made for someone else, content you gave us, or your violation of any law or of anyone’s rights. We may take over the defence of any matter you are indemnifying, and you will cooperate with us.
We are not liable for any failure or delay caused by something outside our reasonable control: a property closing, overbooking, changing hands or changing its terms; the insolvency of a property, a wholesaler or our supplier; an outage at our supplier, its payment provider or any provider named in our Privacy Policy; telecommunications, internet or power failure; severe weather, natural disaster, fire or flood; epidemic or public health measures; strike or labour dispute; war, terrorism or civil unrest; travel bans, border closures or a refused visa; or an act of any government or authority. Whether a payment is refunded in those situations is decided by the property’s terms and by any law that applies. We will help you pursue it.
These terms, and any dispute arising out of or relating to them or to Callstay, are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-law rules, and by the Federal Arbitration Act where section22applies. If you live outside the United States, nothing in this section deprives you of the protection of any law of your country of residence that cannot be departed from by agreement.
If you live in the United States, this section requires you to resolve disputes with us by binding individual arbitration rather than in court, and waives class actions and jury trials. You can opt out within 30 days. Read it carefully.
Before either of us starts arbitration or a court claim, the one with the complaint will write to the other describing it and what would resolve it. You write to [email protected] or to our address in section25; we write to the email address on your booking or account. We then have 60 days to try to resolve it together, and neither of us will start a claim during that period. Most problems are resolved here.
If we cannot resolve it, and you live in the United States, any dispute, claim or controversy arising out of or relating to these terms,Callstay, any call or message between us, or any booking made through it will be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, before a single arbitrator. The arbitrator, not a court, decides whether a dispute must be arbitrated. Where the claim is for US$25,000 or less, the arbitration will be conducted on documents or by video or telephone unless the arbitrator decides a hearing in person is needed, and in that case it will take place in the county where you live. Filing and arbitrator fees are allocated as the AAA Consumer Arbitration Rules provide, and we will pay any of those fees that the rules require us to pay. The arbitrator can award the same individual relief a court could, and the award may be entered as a judgment in any court with jurisdiction.
Either of us may bring an individual claim in small claims court where it qualifies. Either of us may seek an injunction or other urgent relief from a court to protect intellectual property or to stop unauthorised access to the service.
Every dispute is resolved individually. Neither of us will bring, join or participate in a class, collective, consolidated or representative action, or act as a private attorney general, and the arbitrator may not consolidate claims of different people or award relief to anyone other than the individual claimant. To the extent a claim proceeds in court, we each waive trial by jury.
If 25 or more claimants represented by the same or coordinated counsel bring similar claims against us, the AAA will administer them in batches of up to 50, each batch as one arbitration with one set of fees, and the remaining claims will be held until the earlier batches have concluded. The 60-day period above runs separately for each batch.
You can reject this arbitration agreement by emailing [email protected] within 30 days of first accepting these terms, with the subject “Arbitration opt-out”, your name, and the email address and phone number you use withCallstay. Opting out does not affect any other part of these terms. If you opt out, or if this section is found unenforceable for a dispute, that dispute will be heard exclusively by the state or federal courts located in Delaware, and you and we consent to their jurisdiction, except where the law of your country of residence entitles you to bring a claim where you live.
If the class action waiver is found unenforceable for a particular claim, this arbitration agreement does not apply to that claim, which will proceed in court under the previous paragraph, and the rest of the section remains in force. Any claim must be brought within one year of the day it arose, where the law allows that limit.
If you live outside the United States, disputes are heard by the state or federal courts located in Delaware, unless the mandatory law of your country of residence gives you the right to bring a claim in your own courts, in which case you may.
We may change these terms. When we do, we change the date at the top and, if the change is material and you hold an account, we email you. UsingCallstayafter a change means you accept it. The terms in force on the day you made a booking continue to govern that booking. If a change to section22is made after you accepted these terms, you may reject that change by opting out as section22describes within 30 days of it taking effect, in which case the previous version of section22continues to apply to you.
Spotbo, Inc.
1111B S Governors Ave STE 29027, Dover, DE 19904, United States
[email protected] · (888) 789-8585
Legal notices to us must be sent by email to the address above and by post to the address above. Notices to you go to the email address on your booking or account.