Quick answers to the most common questions about AwayStay.
Search for your destination and dates on the AwayStay app or website, browse available properties, and tap “Book now.” You’ll need a saved payment method to complete the booking. Your card is held but not charged until check-in.
Each property has its own policy set by the host — Flexible, Moderate, or Strict. Flexible: full refund if cancelled 1+ day before check-in. Moderate: full refund if cancelled 5+ days before check-in. Strict: 50% refund if cancelled 7+ days before; no refund within 7 days. The 7% guest service fee is non-refundable in all cases.
Open your booking in the Trips tab and tap “Message host.” All messages stay within the AwayStay platform for your safety and records.
A 7% service fee is added to your subtotal at checkout. This covers payment processing, 24/7 support, and platform costs. It is non-refundable regardless of cancellation policy.
Contact your host immediately through the Messages tab. If the issue can’t be resolved within a few hours, contact AwayStay support through this page and we’ll step in to help find a resolution or alternative accommodation.
Message your host to ask about extending. If the dates are available they can accept the request, and a new payment will be processed for the additional nights.
Open the ez-Ride tab, enter your pickup and drop-off locations, choose a ride class (Economy, Comfort, Premium, or XL), and tap “Request.” You must have a saved payment method to request a ride.
Fares use a base rate plus a per-mile and per-minute charge based on the road distance from Mapbox. A $1.49 service fee is added. AwayStay prices are benchmarked ~15–25% below Uber and Lyft for equivalent trips. Surge pricing may apply during peak demand.
Guests with an active AwayStay booking receive a 10% ride discount. Silver loyalty members (5+ qualifying stays) get 10% off; Gold members (10+ stays) get 15% off. ez-Eats Plus subscribers stack an additional 5%. Discounts only apply while you have an active booking.
Open the ride in your Ride History within 24 hours and tap “Lost something?” Fill in a description of the item. The driver will be notified and can confirm whether they found it. If found, a $17 return fee is charged to your saved card — 100% of which goes to the driver.
Tap the X on the ride tracking screen before the driver arrives. No cancellation fee applies if cancelled before the driver is matched or within the first 2 minutes after matching.
You can add a tip in the app after your ride is complete. Tips are 100% passed through to your driver — AwayStay takes nothing from tips.
Delivery fees are dynamic: $2.00 base + $0.85 per mile from the restaurant to your drop-off (minimum $2.49, maximum $11.99). A $1.50 service fee applies per order. Delivery is free on orders of $35+ (or $25+ for ez-Eats Plus members). A demand surcharge applies during lunch (11am–2pm) and dinner (5pm–9pm) peaks.
ez-Eats Plus is a $6.99/month subscription that lowers your free delivery threshold to $25, adds priority placement, and stacks an extra 5% discount on ez-Ride fares. You can subscribe and manage your plan in the app under Profile › ez-Eats Plus.
Check the live tracking in the ez-Eats tab — it updates every 5 seconds. If your order shows “Delivered” but you haven’t received it, contact us through this page and include your order ID. For orders more than 30 minutes late with no update, contact support and we’ll investigate.
Orders can be cancelled before the restaurant accepts them. Once the kitchen starts preparing your food, cancellations are at the restaurant’s discretion. Open your order in the app and tap “Cancel order” if the option is still available.
If you link your flight to a stay itinerary, you can schedule an ez-Eats order to be held until your flight lands. The order won’t enter the driver queue until we detect your flight has arrived, so your food is fresh when you get to your accommodation.
Tap your profile photo in the top-right corner of the app, then tap “Edit profile.” You can update your name, phone number, and profile photo. Changes save immediately.
Complete 5 qualifying stays (3+ nights each) to reach Silver tier — 10% off ez-Ride while actively travelling. Reach 10 qualifying stays for Gold tier — 15% off. Discounts only apply while you have an active booking linked to your ride.
Share your referral code (found in Profile › Refer a Friend). When someone signs up with your code and completes their 3rd ez-Ride, you earn 2 x $5 credits automatically applied to your next two rides. There’s no cap on how many people you can refer.
Contact us at support@awaystay.fun with the subject line “Account deletion request.” We’ll process your request within 30 days. Pending bookings or balances must be resolved first.
Your card is authorised (held) at booking but not charged until check-in day. If your booking is cancelled within the refund window, the hold is released and no charge applies.
Go to Profile › Payment methods. You can add a new card, set a default, or remove an existing card. A saved payment method is required to book stays or request rides.
Check your Trips and Ride History for matching amounts. Common charges include stay deposits, ride fares, delivery fees, and the $17 lost item return fee. If you still can’t identify the charge, contact us at support@awaystay.fun with the date and amount.
Refunds are processed within 1–3 business days on our end. Depending on your bank, it may take 5–10 business days to appear on your statement.
Tap the Host tab in the app and follow the application steps. You’ll need to verify your identity via Stripe Identity (government ID + selfie) before your first listing goes live. The process takes about 5 minutes.
AwayStay charges hosts a 13% platform fee per booking, deducted automatically before your payout. Payouts are transferred to your linked Stripe account after check-in.
In the Host Dashboard, open your listing and go to Policies. You can choose Flexible, Moderate, or Strict. This can be changed at any time, but changes only apply to future bookings.
You have 72 hours after checkout to file a damage report from your Host Dashboard. Submit photos, a description, and your requested amount (up to $10,000). The guest is notified and can respond. AwayStay reviews unresolved disputes and issues a resolution within 5 business days.
Send us a message
Can’t find what you need? Send us a message and we’ll get back to you within a few hours.
We typically respond within 2 hours during business hours (9am–9pm ET). For urgent safety issues, email support@awaystay.fun with subject line “URGENT.”