When can I freely contact the host?

Have you spotted a property on Roomlala and want to communicate directly with the host by phone, email, or 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 address of the property remain hidden. On the listing map, only the neighbourhood or city is indicated.

2. Why are contact details initially hidden?

This rule isn't 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 offer no protection.
• Your own number and email are also hidden from the host, to protect 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 checks 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) are automatically provided to you.
• The exact address of the property is revealed to you.
• You can continue to communicate via Roomlala messaging or directly by phone and email.

This is the right 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:

• Freedom to exchange your contact details within Roomlala messaging.
• Your messages are not subject to automatic moderation.
• Priority processing of your requests by hosts.

The Premium Pass is particularly useful if you are constantly searching or need to ask specific questions before deciding.

5. Our tips for a good first contact

• Briefly introduce yourself 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 multiple different channels.
• Don't worry if the host takes a little time 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'll respond quickly.