When can I freely contact the host?

Have you found accommodation on Roomlala and want to communicate directly with the host by phone, email, or on another platform? We'll explain when this free exchange becomes possible and why we regulate initial contacts.

1. Before booking: Only via Roomlala messaging

Until your booking is confirmed and paid for, all exchanges with the host must go through Roomlala's internal messaging system, accessible from My Bookings. You can ask any questions you have about the accommodation, amenities, neighbourhood, or stay arrangements.

At this stage, the host's personal contact information (phone, email) and the exact address of the accommodation remain hidden. On the listing's map, only the neighbourhood or city is indicated.

2. Why is contact information hidden initially?

This rule is not meant to complicate your life; quite the opposite. It aims to protect you:

• Keeping the discussion on Roomlala allows us to intervene if a problem arises (dispute, misunderstanding, emergency).
• This prevents attempts to pay outside the platform, which do not benefit from any protection.
• Your own number and email are also hidden from the host, to preserve your privacy until a commitment is made.

If you or the host attempt to exchange a number, email address, or a link to another site, our system may detect this attempt and hide the information, or even block the conversation until a moderator verifies it.

3. Once the booking is confirmed: Free contact

As soon as your booking is confirmed and payment is made, you can contact the host freely:

• Their contact information (phone, email) is automatically sent to you.
• The exact address of the accommodation is revealed to you.
• You can continue to communicate via Roomlala messaging or directly by phone and email.

This is a good time to confirm the exact arrival time, key handover, or any last-minute practical questions.

4. The Premium Pass: Free contact from the start

If you wish to communicate freely with hosts without waiting for confirmation, you can opt for a Premium Pass. The benefits:

• Immediate access to hosts' contact information on listings that interest you.
• Your messages are not subject to automatic moderation.
• Priority processing of your requests by hosts.

The Premium Pass is particularly useful if you are doing multiple searches or if you need to ask specific questions before deciding.

5. Our tips for a good first contact

• Introduce yourself briefly in your first message: who you are, why you're coming, how many people.
• Ask your questions directly in the messaging system: the host prefers to respond to a structured conversation rather than to several different channels.
• Don't worry if the host takes a little while to respond: you'll receive an email notification as soon as they write back.

Need help?

If you encounter difficulty contacting a host or if your conversation was blocked by mistake, our team can resolve the situation. Contact us using the contact form in your account; we will respond quickly.