help center

Payment Methods

  • How can I pay?

    Doinn accepts a variety of payment methods, including Paypal and credit and (some) debit cards: Visa, MasterCard, American Express and Maestro.

  • Is the payment secure?

    We use Paypal and Braintree as payment gateways, so all payments are completely secure. You can read more at the Braintree site.

  • What should I do if my payment is rejected?

    First, double-check your payment information and make sure that you've entered your credit card number correctly and that your card has not expired. Contact your bank and check if you have available funds or if the card was incorrectly refused by the bank. Finally, try a different credit card or pay via your Paypal account.

  • How do I use a promo code?

    Using a promo code on the Doinn platform is easy. Order your service in the usual way. Once on the payment page, enter your discount code in the “Promo code” field and submit by clicking the “Apply” button. You then can complete your payment.

Changes and Cancellations

  • Can I cancel my booking?

    If you haven't paid for your service yet, it's not confirmed and you don't need to cancel it. If you have paid, you can cancel your booking up to 48 hours in advance using the option on the platform. After the 48 hour deadline has passed, suppliers can choose to retain the value paid as a cancellation fee. Doinn doesn't interfere with their decision. Please contact us as soon as you can for last minute cancellations.

  • How do I change my booking?

    You can change any service order up to 48 hours in advance using the Schedule option on the platform. Any changes made in less than 48 hours in advance (e.g. resulting from a guests' stay extension) are subject to supplier's confirmation. Note: Services ordered for different price days can only be changed to days with the same service price.

Keys

  • How do you pick up the keys for a check-in service?

    You can schedule a meeting with us before your first check-in or we can pick up your keys elsewhere, in a place you trust, near the location and time scheduled for the service. (Please check if this applies to your city.)

  • How do you pick up the keys for a housekeeping service?

    We can use your lockbox, collect them from a local store, or meet you at the property so you can handover the keys on the first service.

  • I will use Doinn cleaning and check-in services – is one set of keys enough?

    Two sets of keys are a required minimum if you wish to use our housekeeping and check-in services - there should also be one set of keys for your guests which remain in your home when guests check out.

  • What happens with the key after it is used?

    We can return it to the lockbox or shop if that's where we found it. Otherwise, we can hold on to it for the next service. Just let us know your preference on the property page of the platform.

Laundry

  • Where does your linen come from?

    Our suppliers source the sturdiest fabrics and the best manufacturing processes to ensure the best possible performance with repeated use.

  • Can I rent bed linen from Doinn?

    Linen rental is always associated to a cleaning service. You can order linen when you schedule a cleaning service. A deposit will be required for the first order you place. Please, note that - in order to use the linen rental service - you must ensure that the cleaning services are ordered, for the apartment, every 3 weeks. Otherwise, a supplier can refuse to supply linen to your apartment.

  • Will you refund my deposit when I don't need to use the linen anymore?

    Yes, we will refund you the total value of the deposit you paid, after you return all of the linen, free of damage.

    Linen collection will need to be arranged together with a housekeeping service.

  • Why is the price charged for laundry with linen rental the same as the price of laundry only?

    Because you make the process management (sorting, supervision) easier when using our linen.

  • Can I choose the colour of my bed linen and towels for linen rental?

    No, all our products are only available in white. This way we can provide better and more effective cleaning and sanitizing solutions during the laundry cycle.

  • Can the rented linen stay in my apartment even when there are no frequent bookings?

    Linen can remain unused in the apartment for up to 21-30 days depending on the supplier. You will be contacted by e-mail a few days before the end of this period in order to schedule a housekeeping and laundry service. If you choose not to order any service, the linen becomes yours and we won't be able to refund the deposit you paid for it.

  • What happens if I want to opt out of this service?

    You return us the linen and we reimburse you with the total value of the advance (less the wire transfer costs or value of damaged/lost items).

  • I already have a housekeeper and I am intrested in laundry / linen services only. What can you do for me?

    Laundry and linen rental services are always associated to cleaning services; we do not provide them independently except for small hotel units. If you run a hotel or a similar establishment, please contact us: [email protected]

  • Will you refund my linen deposit when I don’t need your linen anymore?

    Yes, we will refund what you paid, but we'll retain the value of any linen lost or permanently damaged. We will contact you in a timely fashion if this is the case.

Check-in / Check-out

  • Who are your Welcomers?

    We have an experienced and dynamic team that loves receiving guests. With an academic background and a vast knowledge about the place and its tourist attractions, our Welcomers are always available to advise on the city’s highlights and seasonal attractions.

  • What is the check-out service for?

    The check-out service establishes a final point of contact with your guests. The team member will help them with everything they may need (carrying their bags, directing them to a transfer, etc.), making a great last (and long-lasting) impression. During the check-out, the Welcomer will also have an opportunity to check the state of the apartment and report any damages.

  • What will happen during the check-in service?

    The Welcomer will arrive around 15 minutes early just to make sure that everything is in order; that the apartment is clean, that lights and electrical devices work properly, that there is hot water etc. and they will open windows (if appropriate). Next the Welcomer will wait for the guests in the place, and on meeting the guest will explain all the details, the house rules and give them suggestions. NOTE: It is important to provide us with the guest phone number, so the Welcomer can manage their time in case of any issue. If the phone number is not provided, the welcomer will wait for maximum 1 hour after the scheduled time.

  • Can Welcomers receive money (safety deposit, local fee) directly from guests?

    It is entirely upon the discretion of the check-in company. Most of them, for security reasons, prefer not receive payments of large amounts in cash from guests.

  • What will happen after the service is done?

    We know how important it is for you and your reviews to have our feedback from us, so the Welcomer will reach out to you with any notes from the check-in. If there is an urgent issue, they will contact you immediately by phone.

Cleaning

  • Who are your housekeepers?

    Doinn works with the best housekeeping companies of the hospitality industry.

    Housekeepers are regularly trained and have solid experience in hotel housekeeping or vacation rental apartment cleaning.

    Quality control is a must and client feedback is taken very seriously, so we always appreciate hearing from you.

  • Do I have to be at home during the cleaning?

    No, not necessarily. It is very important that you send us accurate information about how to pick up the keys if you will not be there. You must fill in all the instructions accurately regarding the housekeeping requirements. This will be communicated to our Housekeepers.

  • Can I trust the cleaner?

    Absolutely. We know important trust is when it comes to your home, which is why our cleaners go through a rigorous screening process that includes a background and identity check, an in-person interview, and a reference check.

  • Does the service includes cleaning products?

    Yes, cloths and cleaning products have industrial quality and are provided by us. However, all apartments should have available the following products for our cleaning teams as well as for guests:

    1. A mop and a bucket
    2. Dishwashing soap
    3. Vacuum cleaner
    4. A sanitizing detergent without chlorine

    The cleaning products we use are manufactured according to the highest legal standards and respect the biodegrading rates in force. We also limit the use of CFC’s, noni enols and other substances considered hazardous for natural environment.

  • Can I request a more in-depth cleaning?

    Yes, sure, we will be happy to prepare an estimate for you. Please contact us on [email protected]

  • Can I request a cleaning post-construction / post-renovation job?

    Yes, sure, we will be happy to prepare an estimate for you. Please contact us on [email protected]

  • For what time can I schedule a housekeeping service?

    In general, housekeeping services are done between 9:00 and 18:00.

  • Are my cleaning services always done by the same team?

    The scheduling of our cleaning professionals depends on several factors, but if you have a preference for a specific team please let us know and we will do our best to have them attend.

  • If a different team comes to clean my house, will I have to explain everything again?

    No. The features of your house or specific notes on the service are registered in the apartment profile online. Additional information should be always added to the apartment profile or included in the service notes.

  • How long will the cleaning take?

    We'll determine an average cleaning time depending on the number of bedrooms in your place. Please contact us so we can let you know how long we expect your service will take. If your place is particularly large or has special characteristics, the cleaning time might need to be extended.