Help
How can we help?
- Getting startedFind, book and pay for an eco stay.
- Managing a bookingChange dates, arrival time or guests, and message the property.
- How Green Rewards workPoints for sustainable choices.
- What is Plant a Tree?Pay for a real tree and offset your trips.
- What is Green Feed?Share moments from your trips.
- Who is Willow?Our AI travel assistant.
- How is CO₂ calculated?Journey plus stay, minus your trees.
- Your account and privacyPersonal details, password, devices and data.
- Booking PolicyPrices, payment, holds and cancellations.
Frequently asked questions
How do I book a stay?
Search for where and when you want to go, open a stay you like, press Book Accommodation, choose a room and pay by card.
Can I cancel a booking?
Yes, if you added Free Cancellation when you booked: open the trip in My Trips and choose Cancel your booking, up to 48 hours before the check-in date. You get back everything except the Free Cancellation fee. Bookings without it are non-refundable. If you need help with a booking, contact us.
Can I change the dates of my stay?
Yes, to other dates of the same length in the same room, up to 48 hours before check-in. Open the trip in My Trips and choose Change dates. To change the length of the stay, cancel and book again, or contact us.
How do Green Rewards work?
You earn Green Points for booking a stay, planting a tree and sharing a post on Green Feed. Ways to spend your points are coming soon.
What payment methods are accepted?
We accept credit and debit cards, and wallets your card supports. Payments are processed securely by Stripe; Sustayn never stores your full card number.
How do I delete my account?
- Open Account settings from the menu under your name.
- Choose Login & Security.
- Next to Delete Account, press Delete and confirm.
Please note
Deleting your account permanently removes your booking history, your personal data, the photos and posts you shared on Green Feed, and your chats with Willow. It cannot be undone.
How do I contact support?
Email us and we usually reply within 24 hours.
Still need help? Email us at info@sustayn.travel. We usually reply within 24 hours.