When can I contact the host freely?

You've spotted a lodging on Roomlala and would like to communicate directly with the host by phone, email, or on another platform? We'll explain when this unrestricted communication 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 Roomlala's internal messaging system, accessible from My bookings. You can ask any questions you have about the lodging, facilities, neighbourhood, or stay arrangements.

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

2. Why are contact details hidden initially?

This rule isn't there 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 to make payments 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 website, our system can detect this attempt and mask the information, or even block the conversation until a moderator checks it.

3. Once the booking is confirmed: unrestricted 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 lodging is revealed to you.
• You can continue to communicate via Roomlala messaging or directly by phone and email.

This is the right time to arrange the exact arrival time, key collection, or any last-minute practical questions.

4. The Premium Pass: unrestricted contact from the start

If you wish to communicate freely with hosts without waiting for confirmation, you can opt for a Premium Pass. The advantages:

• Freedom to exchange your contact details in Roomlala's 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 frequently searching 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 respond to a structured conversation rather than several different channels.
• Don't worry if the host takes a little while to respond: you receive an email notification as soon as they write 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.