Lodge Payments Terms

When you book, you pay the full amount to Lodge, not to the host directly, and we pay the host their accommodation rate separately. Card processing runs through our payment processor, Stripe, on a secure hosted checkout page. We generally collect payment when your booking is confirmed, unless checkout tells you otherwise.

Once your payment succeeds, your reservation is confirmed, your booking becomes eligible for Lodge Booking Protection, and any Community Pass benefits become active under the program rules.

Your total at checkout is the host’s accommodation price plus the Lodge service fee. Where taxes or government charges apply, we show them separately. You see the accommodation cost, the service fee, any taxes, and the final total before you confirm payment.

We do not add surprise checkout fees, undisclosed booking fees, hidden processing fees after payment, or resort fees of our own. You will never be charged a service fee that was not shown before you booked.

Unlike traditional travel agencies, Lodge charges hosts no commission. Hosts keep 100% of the accommodation rate they set, which lets them offer prices closer to their local, direct-booking rates. Instead of taking a cut from hosts, we charge you one clear service fee.

The service fee is generally up to 10% of the accommodation subtotal, unless we show a different amount at checkout. The exact figure always appears before you pay. Your service fee funds:

• Secure payment processing, fraud prevention, and risk monitoring.
• Customer support and our booking protection programs.
• Listing verification, platform development, and Community Pass partner benefits.

Pay for every booking through Lodge’s approved payment channels. Payments made outside Lodge are not covered by Booking Protection. To keep yourself safe: never send a cash deposit straight to a host, never transfer funds through unofficial channels, and never share your payment details with another user. Your card details are entered on Stripe’s hosted page and are never stored by Lodge.

To protect guests and reduce fraud, we may hold the accommodation funds until after check-in. Holding funds this way helps confirm that the property exists, that you can get into it, and that the host has delivered the stay before the host is paid.

We may show prices in more than one currency for convenience, and you are charged in your checkout currency. The final amount can vary slightly because of exchange-rate movement, your bank’s conversion practices, and any card-issuer fees. Lodge does not control the fees a bank or payment provider charges. For how refunds handle currency, see our Refund Policy.

We refund the Lodge service fee in full when a host cancels a confirmed reservation, when we approve a Booking Protection claim, when a booking cannot be completed because of a platform or payment failure, or when consumer-protection law requires it. If you cancel a booking yourself, your service fee refund follows the Cancellation Policy and Refund Policy.

Every booking you pay for through Lodge is automatically covered by Lodge Booking Protection. When a booking fails in a significant way, we investigate and work toward a fair resolution rather than leaving you to sort it out alone. Coverage is subject to review and verification.

Booking Protection may apply when:

• Your host cancels a confirmed reservation before check-in.
• The property does not exist, or you cannot access it on arrival.
• The listing is materially inaccurate, such as a private room that turns out to be shared, or a property that is not habitable.
• There is a serious, undisclosed safety problem, such as a structural hazard, a major sanitation issue, or a severe security risk.

Booking Protection is for significant accommodation failures, not personal preference. It does not cover a change in your travel plans, minor cosmetic or cleaning differences, the weather, the neighbourhood or local infrastructure, traffic noise that is normal for the area, or short utility outages beyond reasonable control.

If something goes wrong, contact the host through Lodge and contact Lodge Support straight away at info@lodge.vacations. Send us photos, video, screenshots, or other evidence. Report major issues within 24 hours of finding them where you can: prompt reporting helps us resolve things faster and improves your eligibility for a remedy.

We may review the listing, your messages, photos and video, the host’s responses, and the booking record, and we may ask you or the host for more information. Giving us false or misleading information can cost you protection eligibility and lead to action on your account.

Depending on the situation and the evidence, we may offer a full or partial refund, rebooking help, a stay credit, or assistance finding alternative accommodation. We decide eligibility based on the evidence and our platform records.