Question 1

How do I make a booking?

Accepted Answer

To make a booking: 1) Search for your destination and travel dates, 2) Browse available properties and select one, 3) Choose your room type and rate, 4) Enter your details and complete payment. You'll receive instant confirmation via email.

Question 2

Do I need to create an account to book?

Accepted Answer

No, you can make bookings as a guest. However, creating an account allows you to access member rates, track your bookings, save favorite properties, and manage your profile more easily.

Question 3

What payment methods do you accept?

Accepted Answer

We accept major credit cards (Visa, Mastercard, American Express) and debit cards through our secure payment partners. All transactions are processed with industry-standard encryption.

Question 4

When will I receive my booking confirmation?

Accepted Answer

You'll receive your booking confirmation email immediately after completing your reservation. The email will include your booking reference number, property details, and check-in information. If you don't receive it within a few minutes, check your spam folder or contact our support team.

Question 5

Can I modify my booking after confirmation?

Accepted Answer

Modifications depend on the cancellation policy of your booking. Some bookings allow free modifications while others may be non-refundable. Contact our support team with your booking reference, and we'll help you check if changes are possible.

Question 6

How do I cancel my booking?

Accepted Answer

To cancel your booking, contact Nuitée support through the email in your booking confirmation (vip.support@nuitee.com) or call +1 866 338 3099 / +44 330 818 4701. Please have your booking reference number ready. Cancellation policies vary by property and rate type.

Question 7

What is the cancellation policy?

Accepted Answer

Cancellation policies are set by individual accommodation providers and vary by property and rate type. Some bookings offer free cancellation up to a certain date, while others may be non-refundable. The specific policy for your booking is displayed before you confirm and in your confirmation email.

Question 8

How long does it take to receive a refund?

Accepted Answer

If your booking is eligible for a refund, processing typically takes 5-10 business days after cancellation. The timing may vary depending on your bank or credit card company. You'll receive confirmation once the refund has been processed.

Question 9

What happens if the property cancels my booking?

Accepted Answer

In the rare event that a property cancels your confirmed booking, we'll notify you immediately and help you find a suitable alternative. You'll receive a full refund of any payments made, and we'll work to minimize any inconvenience.

Question 10

Do prices include taxes and fees?

Accepted Answer

Prices displayed during search typically show the nightly rate before taxes. During the booking process, all taxes, fees, and the total amount will be clearly shown before you confirm your reservation. There are no hidden charges.

Question 11

What currency will I be charged in?

Accepted Answer

You can select your preferred currency from the website header. Your card will be charged in the currency you select, though your bank may apply their own conversion rates and fees for foreign currency transactions.

Question 12

What are member rates?

Accepted Answer

Member rates are exclusive discounts available to registered MyStay Fiji members. Create a free account to access these special rates and save on your bookings. Member rates are clearly marked during the search and booking process.

Question 13

Is my payment information secure?

Accepted Answer

Yes, absolutely. We use industry-standard SSL encryption and PCI-compliant payment partners to process all transactions. We never store your complete credit card information on our servers. Your payment details are handled securely by our trusted payment partners.

Question 14

What do I need to bring for check-in?

Accepted Answer

You'll need: 1) Your booking confirmation (digital or printed), 2) A valid government-issued ID or passport, 3) The credit card used for booking (for verification). Some properties may require a security deposit at check-in.

Question 15

What time is check-in and check-out?

Accepted Answer

Check-in and check-out times vary by property. Standard times are usually 2:00 PM check-in and 11:00 AM check-out, but this can differ. Exact times are shown in your booking confirmation. Contact the property directly if you need early check-in or late check-out.

Question 16

Can I arrive early or check out late?

Accepted Answer

Early check-in and late check-out are subject to availability and may incur additional charges. It's best to contact the property directly in advance to make arrangements. Their contact information is provided in your booking confirmation.

Question 17

What if I have special requests?

Accepted Answer

You can add special requests (like bed type, floor preference, or dietary requirements) during the booking process. While we'll forward your requests to the property, they're subject to availability and cannot be guaranteed. Contact the property directly for specific needs.

Question 18

How do I create an account?

Accepted Answer

Click 'Sign Up' in the top right corner of any page. You can register using your email address or sign in with Google. Creating an account is free and gives you access to member rates, booking history, and faster checkouts.

Question 19

I forgot my password. How do I reset it?

Accepted Answer

Click 'Sign In' and then 'Forgot Password'. Enter your email address, and we'll send you a password reset link. Follow the instructions in the email to create a new password.

Question 20

How do I view my bookings?

Accepted Answer

Sign in to your account and click on your profile icon, then select 'My Bookings'. You'll see all your past and upcoming reservations with their details and booking reference numbers.

Question 21

Can I delete my account?

Accepted Answer

Yes, you can request account deletion by contacting our support team at support@mystayfiji.com. We'll process your request within 7 business days. Note that this won't affect any existing bookings.

Question 22

What destinations do you cover?

Accepted Answer

We specialize in accommodations across Fiji, including popular destinations like Nadi, Denarau, Suva, Coral Coast, Mamanuca Islands, and Yasawa Islands. We're continuously adding new properties to offer you the best selection.

Question 23

Are the photos and descriptions accurate?

Accepted Answer

We work with accommodation providers to ensure photos and descriptions are accurate and up-to-date. However, properties may undergo renovations or changes. If you notice any discrepancies during your stay, please let us know.

Question 24

How can I contact customer support?

Accepted Answer

For booking-related enquiries, contact Nuitée support: Email at vip.support@nuitee.com, Phone at +1 866 338 3099 / +44 330 818 4701. For platform-related queries, contact support@mystayfiji.com. You can also reach us through our Contact page. We typically respond to emails within 24 hours during business days.

Question 25

Do you offer group bookings?

Accepted Answer

For group bookings (5+ rooms), please contact our support team directly. We can help coordinate your group reservation and may be able to offer special rates for large groups.

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