Renter Help
Instant Booking
- What if I have questions or special requests for my booking?
- Are there any additional fees for using Instant Booking?
- What should I do if I encounter issues with Instant Booking?
- Can I still contact the boat owner before booking?
- Do I have to provide payment and contact information for Instant Booking?
- How do I book a boat using Instant Booking?
72-hour free reservations
- Where can I get more information or assistance with my reservation?
- Is there any obligation to book a boat after the 72-hour free reservation period?
- Can I extend the 72-hour free reservation period if I need more time to decide?
- What happens after the 72-hour free reservation period expires?
- How many times can I use the 72H free reservation?
- What happens if I don’t book the boat during the 72 hours?
Credits and Credit Types
- Do cash credits have an expiry date?
- What happens if my bonus or referral credits expire?
- How do I know when my bonus or referral credits expire?
- Why do some credits have an expiry date?
- Which types of credits have an expiry date?
- What is an "expiry date" for credits?
Sailo Refund Plus
- How can I find out the status of my refund claim?
- How can I contact Customer Service about my refund?
- How long does it take for a refund to be processed?
- Where should I add my bank account information?
- What personal information will I be required to provide when submitting a refund request?
- What is Sailo Refund Plus?
Common Questions
- What type of yacht should I charter?
- What should I bring on a boat rental?
- What should I wear on a yacht charter (or boat rental)?
- How many people can be on board at the same time?
- How do I file a complaint/claim for a refund?
- How does Sailo protect my personal data and payment information?
Messaging and Booking
- As a renter, can I captain my own boat?
- How do I share a booking with a friend?
- How long is a typical rental period?
- How do I include a coupon?
- How do I contact the boat owner?
- As a renter, how do I know if my booking is confirmed?
Credit card payments - holds, charges and refunds
- Can I receive payment outside the Sailo platform?
- How and when do I pay for a boat rental?
- How can I cancel a booking before it is accepted by the boat owner?
- What is the difference between a hold and a charge on my credit card?
- My booking request was not accepted by the owner, but my credit card shows as charged
Refund to Sailo cash credits
Refundable Security Deposits
- What is a refundable security deposit?
- How much is the refundable security deposit for a boat rental?
- What does “payable at base” mean?
- When is the refundable security deposit hold placed on my credit card?
- What happens if Sailo can not place the hold on the refundable security deposit for my trip?
- When is the hold on the refundable security deposit released?
Renter Installment Plans
- What if I want to cancel my booking and I have already paid an installment?
- What happens if I miss a scheduled installment payment?
- Is the Installment payment option available for international bookings?
- Are there any restrictions on which boats I can book with Installments?
- Can I change my payment method for Installments later on?
- Is there any additional cost or interest associated with paying in Installments?
Cancellations
Renter Eligibility
Week Long Charters
- Can I dock the boat anywhere?
- How do I plan my itinerary?
- What do I do if the boat breaks?
- What happens at check-in?
- Can I charge my iPhone / electronic devices?
- Can I rent a bareboat? What experience do I need?
Reserve for Free - Week Long Charters Only
- Can I cancel my boat reservation?
- How many boats can I reserve at the same time?
- Can I extend my current reservation?
- When does the reservation expire?
- What if I forget that I have a reservation?
- Where can I see my reservation?
