Frequently Asked Questions
Guests FAQ
Getting Started
Q: Do I need an account to book a venue?
A: Yes, creating an account lets you contact hosts, make bookings, and manage your event details. Account creation is easy and intuitive.
Q: Does MyVenueSpace validate my email when I sign up?
A: Yes, once you create a user account, you will need to confirm your email address to complete the process. You will receive an email with a link to confirm your email address. Pressing the link in the email confirms your email.
Q: How do I search for venues?
A: Use filters (like location, type, features) to find venues that match your needs.
Q: What types of notifications will I receive when I sign up?
A: Built-in email notifications are sent to users when they are creating or managing their account, when their account or listing get approved and when their user permissions change. Actions like creating an account, resetting a password, and granting a user posting rights trigger a built-in email notification.
Q: Can I use my Facebook or Google username and password?
A: Yes, users can create a user account and log in using their Facebook or Google account (this is known as Single Sign-On, or SSO). When using your Facebook or Google credentials, users don't need to remember a separate username and password. Your email address and profile picture is automatically imported from Facebook or Google.
Q: Do I need a contract?
A: Not separately—our Terms of Service and Policy Section of the Propoerty Detail Page act as the binding agreement between Hosts and Guests. When a booking is confirmed, both sides are automatically covered by these terms.
In addition to the standard terms and polices, Hosts can add their own rules, requirements, or permits required in the “Additional Requirements” section on the Policy tab of their listing. Guests should review this carefully and must agree to those policies at the time of booking.
Booking & Payment
Q: How do I book a venue?
A: Once you have selected your property and date (or time) click "Request to Book". Your request will immediately go to the Host. You’ll receive a confirmation email once the Host has accepted. Hosts have 48 hours to review and accept booking requests. The deposit amount selected by the Host will be charged once the Host accepts the booking.
If a Host has not accepted within 48 hours, by default the system declines the request.
Q: Is my booking instantly confirmed?
A: Hosts have 48 hours to review and accept requests. You will be notified by email when the boking has been accepted. Most requests are accepted by the Host.
Q: When is payment due?
A: A deposit is collected when a Host accepts a requested booking. Deposits are held in escrow by the payment processing service Stripe until the Host's selected cancelation window has passed. At that time the deposit is processed to the Host. The remaining balance is paid 72 hours before the event. We process final payments 72 hours before your event to ensure that your payment is successfully cleared. This also gives time for MyVenueSpace and Stripe to flag any issues like fraudulent charges or insufficient funds before the event takes place.
Q: Why am I being charged sales tax on my booking?
A: We are legally obligated to collect sales tax at the time of your transaction, based on the host property's location and the applicable local and state tax laws. The sales tax is automatically calculated and added to your total at checkout.
Please note: Tax regulations vary by location and may change. We make every effort to comply with current laws, but some tax calculations may be subject to updates as states revise their rules.
Q: What is the "Platform Fee" for?
A: The Platform fee that MyVenueSpace charges is used to ensure our guests have the best experience possible. The Platform fee is what MyVenueSpace uses to support our platform costs, customer service, and allows us to continue to develop new and exciting features for our Guests!
Q: Can I cancel my booking?
A: Yes, but refund eligibility depends on the host’s cancellation policy shown on the listing. Cancellations are not allowed within 72 hours of the scheduled event, and the full payment will be processed automatically at that time. This helps ensure a reliable and secure experience for all users.
Q: What if the host cancels?
A: You’ll receive a full refund. Repeated cancellations by hosts are tracked and may result in account review.
Q: Why was my payment declined?
A: Payment declines can result from issues like insufficient funds, incorrect card details, or bank restrictions. Verify your payment information and consult your bank if problems persist.
Q: When will I receive my refund?
Refunds are processed through Stripe and typically appear in your account within 5–10 business days, depending on your bank's processing times.
Q: How do I update my payment method or add a new one?
A: Navigate to your account settings, select the payment methods section, and follow the prompts to update or add new payment information securely.
Q: Can I see the property before the Event?
A: Each Host has their own policy, but we encourage our Hosts to allow guests an option to see the facilities in advance to ensure they can plan accordingly. Please contact the Host for details.
Q: As a Guest, do I need insurance?
A: Guests are required to obtain and maintain the appropriate one-day event liability insurance for all bookings made through MyVenueSpace. A valid Certificate of Insurance (COI) naming the Host as an additional insured may be requested by the Host no later than five [5] calendar days before the scheduled event, unless otherwise specified by the Host.
MyVenueSpace does not independently review or verify insurance documents and is not responsible for enforcement or compliance with insurance terms between Hosts and Guests. Support
Q: My host isn’t responding—what do I do?
A: If your host is unresponsive, reach out to our support team. We'll attempt to contact the host and assist you in finding a suitable resolution.
Q: The place I booked isn’t as described—can I get help or a refund?
A: Document any discrepancies with photos and contact our support team promptly. We'll evaluate the situation and mediate between you and the host for a fair outcome.
Q: There’s an emergency at my booking—how do I get immediate support?
A: For emergencies, always prioritize your safety and contact local emergency services. After ensuring safety, inform our support team to address the situation appropriately.
Q: What if there’s an issue during the event?
A: Contact us at support@myvenuespace.com within 24 hours. Include booking info and any photos if needed.
Q: Can I report an issue with a host after my event?
A: Yes, Guests may report issues related to an event, the Host, or the property within 7 calendar days of the event’s completion. To report an issue, use the “Report an Issue” button available on the event details page of your booking. Reports submitted after this period may not be eligible for review or action by MyVenueSpace.