CeCe Frequently Asked Questions

  1. What is CeCe?
    CeCe is a young, sustainable travel brand that refocus travel to local communities and small-scale establishments. We have two services now – Soulstays and Stream. Soulstays are homestays owned by locals from the region and Stream is online experiences hosted by talented individuals. Stay in cozy homestays or pick up a new skill through CeCe. For more information visit our About Us page.
  2. Do I need to create an account to use CeCe?
    You can browse around CeCe without an account. However, if you want to host a property or an experience or if you want to make reservations or bookings of any Soulstays or Stream experiences, then you will need to create an account.
  3. How do I create an account on CeCe?
    You can create an account by clicking on the account tab on the top right corner of the site and select the ‘Sign Up’ option from the dropdown menu. You can create an account via email, phone, Facebook or Google. However, adding an email ID is mandatory as this will be the primary channel of communication for your bookings and other activities on CeCe. 
  4. How do I become a host?
    To become a host, you have to create an account with us and then choose either the host property’ if you wish to host your home or host experience’ if you want to host an online experience. Follow the steps and we will review your application and keep you informed of the status.
  5. Can anybody become a host on Cece?
    Anybody can apply to be a host; we will review your application and keep you informed of the status.
  6. How can I contact you in case I have any queries or complaints
    Please contact cece.support@travel.earth or visit our Contact Us page and we will get back to you as soon as possible
  7. How can I get a refund?
    You will get an option to cancel your booking through your account in My Trips’ or through the email confirmation of your booking. Once cancelled, you will receive a refund within a few business days, as applicable. Full and partial refunds are based on the cancellation policy of CeCe and/or the host (for Soulstays). Please check the refund and cancellation policy for your booking to know your eligibility for a refund. You can view our general refund and cancellation policy here.
  8. I did not get a confirmation of my booking!
    If you have not received a confirmation of your booking, please contact cece.support@travel.earth and let us know the details of your booking. We will check our records and get back to you as soon as possible
  9. I was unable to login to the Zoom call and I missed my session!
    Please contact us at cece.support@travel.earth and provide your contact details. One of our representatives will give you a call to help resolve the matter
  10. I did not receive Zoom details for my booking!
    Please contact cece.support@travel.earth or visit our Contact Us page and we will get back to you.
  11. How do I contact the host?
    You can contact your host through the CeCe messages tab.
  12. Why am I being asked for my information?
    We ask our users for some information before they can book with us. This is generally pertaining to contact information such as their name, email address, phone number and payment details. This helps us contact you, keep communication lines open and helps ease the booking process. Don’t worry, your information is safe with us.
  13. How do I make my payment?
    For all CeCe services, please make the payment directly on the CeCe platform during your reservation or booking process to be protected by our Payment Terms of Services. Our Payment Terms of Services will not protect you for any payments made outside CeCe.
  14. Do guests get a refund of the convenience fee ?
    The convenience fee is non-refundable after the transaction has been made on the CeCe platform.
  15. Can guests get a refund if the listing is not  what was expected?
    CeCe takes utmost care while listing properties on its platform, However, due to any unforeseen circumstances, if the property does not offer as promised, then CeCe will also assist guests if the same has been reported within 24 hours from the check-in date. In the event of such escalations, guests must send an email to cecerefunds@travel.earth with details of any discrepancies in what was booked and what the guest has experienced). The guest must also provide contact details clearly. The CECE team will then get in touch to resolve the  issue
  16. What if a guest needs to cancel because of an emergency?
    If the guest cancels outside the cancellation period then anyway the guest will receive the refund as per policy. However if the cancellation happens within the cancellation period and is because of an emergency, CECE will actively consider the case and determine the refund amount in consultation with the soulstay owner. Please contact the CECE team by sending an email to cecerefunds@travel.earth with details of the reasons for cancellation. The guest must also provide contact details clearly. The CECE team will then get in touch to resolve the issue
  17. How long does it take to get a refund?
    We send refunds immediately upon cancellation and they usually show up within 5-8 working days, but sometimes it takes as long as 15 working days before they reflect on the original payment method. In some countries, the process may take longer than usual depending on the prevalent governing laws of the country.
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