How do I know my booking is confirmed?
A confirmed booking appears in My Bookings and includes a Neu reference sent to your registered email or phone. A bank debit alone is not confirmation.
Can I change my dates or room?
Changes depend on availability and the booked rate. Any price difference or change charge is shown before you approve the update.
Which ID is accepted at check-in?
Each adult must carry a valid government-issued photo ID accepted under local law. International guests should carry their passport and required travel documents.
Can I travel with a pet?
Yes, at properties explicitly marked pet-friendly. Check size, breed, room, cleaning-fee and common-area conditions before booking.
When will my refund arrive?
Approved refunds are generally initiated within 7–10 working days. The payment provider may need additional time to post the credit.
Can I book an experience without a room?
Selected restaurants, cafés, wellness services and experiences accept standalone bookings, subject to location and availability.
How do celebration bookings work?
Submit the location, date, expected guests and desired services. Our events team confirms venue availability, inclusions, terms and payment schedule.
What is Neu Explorer?
Neu Explorer is our loyalty programme offering eligible member rates, Neu Coins and thoughtful stay benefits. Availability and rules can vary by benefit.
Where can I get my invoice?
Download it from the confirmation page or My Bookings. If billing details need correction, contact Guest Care promptly.
Who should I contact during my stay?
Contact the property's front desk for immediate needs. For an unresolved concern, email care@neustays.com with your booking reference and a short description.
Write to our guest care team with your booking reference, if available.