When can I contact the host freely?

You've found a listing 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, all communication with the host goes through Roomlala's internal messaging system, accessible from My Bookings. You can ask any questions you have about the accommodation, amenities, neighborhood, or stay details.

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

2. Why is contact information hidden initially?

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).
• It prevents attempts at payment outside the platform, which receive no protection.
• Your own phone number and email are also hidden from the host to preserve your privacy until something is committed.

If you or the host attempt to share a phone number, email address, or a link to another website, our system may detect this attempt and hide the information, or even block the conversation until a moderator can review 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 provided 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 the right time to finalize 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 information within Roomlala's messaging.
• Your messages are not subject to automatic moderation.
• Priority processing of your inquiries by hosts.

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

5. Our tips for 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 answer a structured conversation rather than multiple different channels.
• Don't worry if the host takes a little time to respond: you will receive an email notification as soon as they write back.

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.