Everything you need to know about Mix & Match Stays.
What is hotel hopping?
Hotel hopping means staying in more than one hotel during a trip — a different hotel for each stop, neighbourhood, event, or city. Mix & Match Stays makes hotel hopping easier by helping you build multiple stays into one itinerary — with one basket, one checkout and one confirmation.
Do I have to move my bags around between hotels?
Hotel hopping is a planned choice, not a disruption. You decide when and where you move — just like any trip where you visit more than one city or area. The difference is that instead of driving back and forth to one hotel, your accommodation moves with your itinerary. One booking, one basket, one checkout — your hotels are arranged in advance so every move is intentional, not stressful.
What is Mix & Match Stays?
A flexible multi-hotel booking platform that lets travellers choose different hotels for different nights, or book one hotel for the full stay.
Is the Trip Planner free?
Yes, generating an itinerary is free. Hotel bookings are completed through the normal booking flow.
How do I cancel a booking?
See how to cancel in Cancel your booking under Support at the footer of the page.
When am I charged?
Your card may be authorised at checkout for the booking amount. Payment is only completed in line with the booking confirmation flow and the rooms successfully confirmed.
How does payment work for multiple hotels?
You complete one checkout for the hotels in your basket. Behind the scenes, each hotel reservation is handled according to the booking details shown before confirmation.
Are there hidden fees?
The price shown at checkout is all-inclusive. Mix & Match Stays does not charge a separate booking fee. We operate as the Merchant of Record: we source hotel inventory at net rates from our inventory partner and set the customer-facing price inclusive of our service margin. Accommodation taxes on the underlying net rate are the responsibility of the hotel, not an additional charge made by us. Any mandatory charges payable directly at the property (such as local city or resort taxes collected by the hotel) will be shown before you confirm your booking.
Is my payment secure?
Payments are processed securely by Revolut, our regulated payment provider. Your full card number, expiry date, and CVV are entered directly into Revolut’s hosted payment form and never reach our servers. Card payments are protected by 3-D Secure (Strong Customer Authentication) under PSD2, and all connections are encrypted in transit. We retain only limited reference data — the last 4 digits, card brand, transaction reference, and authentication result — to support refunds and dispute resolution.
Is Mix & Match Stays GDPR compliant?
Yes. Mix and Match Stays Ltd operates as a registered UK data controller under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, registered with the Information Commissioner’s Office (ICO registration number: ZC114008). We collect only the personal data needed to provide our services, process it on defined lawful bases, and give you full control over it. Our Privacy Policy sets out in full what we collect, why, how long we keep it, who we share it with, and your rights as a data subject. It is available at mixmatchstays.com/privacy.
Are the companies you work with also GDPR compliant?
Yes. We work only with suppliers who have Data Processing Agreements (DPAs) or equivalent contractual safeguards in place. Under a DPA, each supplier commits to: process your data only on our instructions, implement appropriate security measures, notify us without undue delay of any data breach, and comply with applicable data protection law. We do not sell your personal data. We do not share it with any party that does not have a documented, necessary role in providing our services.
How do I access, correct, or delete my personal data?
Under UK GDPR you have the right to access a copy of the data we hold about you, correct any inaccuracies, request deletion, restrict or object to processing, and request a portable copy. Email privacy@mixmatchstays.com with your request and we will respond within 30 days. If you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk.
What if a hotel is no longer available?
Before payment is completed, availability is checked. If a selected room can no longer be confirmed, we’ll show suitable alternatives nearby for that night where available.
What if an alternative costs more?
Any price difference should be shown clearly. You choose whether to accept the alternative or remove that night from the basket, subject to the booking flow available at the time.
What is the cancellation policy?
Cancellation policies are set by each individual accommodation provider and may vary by room, rate, and night. Refundable rooms are clearly labelled during the booking journey.
What does Free Cancellation mean?
Free cancellation means you can cancel within the deadline shown for that room/rate. Mix & Match Stays may apply an earlier operational deadline to allow time for supplier processing.
What does Non-Refundable mean?
A non-refundable rate usually cannot be refunded if changed or cancelled after booking. These rates are often cheaper and should be clearly marked before checkout.
Can I cancel one night?
Where supported by the booking terms, each night can be treated separately. This means you may be able to cancel or manage individual nights without cancelling the entire trip.
What time can I check in?
Check-in times vary by property and are typically in the afternoon. Your confirmation email should show the relevant details for each hotel.
Top tip: use the concierge for luggage
One of the joys of a Mix & Match Stay is waking up in a different part of the city. Many hotels can hold luggage before check-in or after check-out, letting you explore without carrying bags. Always confirm this directly with the hotel.
Can I request special requirements?
Yes. You can add requests during checkout, such as early check-in, ground-floor access, or wheelchair access. Requests are passed to the accommodation provider but remain subject to availability.
Is Mix & Match Stays a UK-registered company?
Yes. Mix & Match Stays is operated by Mix and Match Stays Ltd, a company registered in England and Wales. Company No. 17075836. ICO Reg. No. ZC114008.
Is Mix & Match Stays a travel agency?
Mix & Match Stays acts as a booking intermediary, connecting travellers with hotel inventory through technology partners and accommodation providers.
How do I contact support?
For help, email support@mixmatchstays.com. The support team aims to respond within 24 hours on working days.