When can I contact the host freely?

You've found a property on Roomlala and you'd like 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 contact.

1. Before booking: only via Roomlala messaging

Until your booking is confirmed and paid for, all communication with the host goes through the internal Roomlala messaging system, accessible from My bookings. You can ask any questions you have about the property, amenities, neighbourhood, or stay arrangements.

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

2. Why are contact details initially hidden?

This rule isn't meant to make things difficult for you; quite the opposite. It aims to protect you:

• Keeping the discussion on Roomlala allows us to intervene if a problem arises (dispute, misunderstanding, emergency).
• It prevents attempts at payment outside the platform, which receive no 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 try 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 can verify 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 details (phone, email) will be automatically provided to you.
• The exact property address will be revealed to you.
• You can continue to communicate via Roomlala messaging or directly by phone and email.

This is the perfect time to finalise 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 host contact details 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 extensive searches or need to ask specific questions before making a decision.

5. Our tips for a good first contact

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

Need help?

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