Help & instructions

Step-by-step guides for booking, paying, cancelling and getting a refund. Need a person? Go to Customer Service.

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Book a stay · Pay · Your receipt · Cancel a booking · Refunds · Gift vouchers · Service passes · Payment problems · Contact us

1. Book a stay

  1. Search by destination and dates, or open a property page.
  2. Choose your room. The price shown includes taxes and fees. Add breakfast if the room offers it.
  3. Press Book, then Continue in your cart. Your room is held for a few minutes while you check out.
  4. Sign in or create an account, check your details, then agree to the Terms and policies.
  5. Choose Pay online and complete payment (see below). Your booking is confirmed once the payment is verified.

2. Pay online

  • You will be taken to PayMongo's secure page. Pick BPI, UnionBank, GCash or Maya. Other banks and all major cards are coming soon.
  1. Follow the steps in your bank or e-wallet app and approve the payment.
  2. Wait for the confirmation page. Do not close the page or press back while it loads.
  3. You will receive a confirmation email with your receipt.

If you closed the page before paying, your booking stays unpaid and is released after about an hour. You can pay again from My bookings during that time, and you are not charged until you complete payment.

3. Your receipt and reference numbers

After a successful online payment you get an email receipt and a confirmation page. Both show:

  • JuanBooking reference: identifies your booking.
  • PayMongo reference no.: identifies your payment. Quote it if you ask about a charge.
  • Our main office address, phone number and email.

You can print or save your booking voucher any time from My bookings. Show it with a valid ID at check-in.

4. Cancel or change a booking

  1. Open My bookings and find the booking.
  2. Check the property's cancellation deadline and fee. It is shown on the booking and on the property page.
  3. Press Cancel booking before the deadline. If you already paid, you will send a refund request with a short reason.
  4. Past the deadline? Message the property from your account. Cancelling online is no longer possible, but they may help.

To change dates or rooms, message the property first. If they agree, they can help you rebook; otherwise cancel and book again.

5. Refunds, step by step

  1. Send the request: from My bookings, request cancellation and tell us why. You see any cancellation fee before you send it.
  2. The property reviews it and approves or declines. You get an email either way.
  3. If approved, the refund (your payment less any cancellation fee) is sent back through PayMongo to the same bank, e-wallet or card you paid with.
  4. Wait for it to arrive: usually 5 to 10 banking days for bank and card payments, and faster for GCash and Maya.
  5. Still nothing? Email us with your JuanBooking reference and PayMongo reference. See the Return & Refund Policy for full details.

You get a full refund automatically if you were charged twice, if the wrong amount was taken, or if your payment arrived after the booking was already released.

6. Gift vouchers

  • Buying: on a room, press Gift this stay, enter the receiver's details and pay. The receiver gets an email with a private link.
  • Using one: the receiver opens the link, signs in and picks any open date. Blocked and sold-out dates cannot be chosen. If the date costs more, they pay the difference online.
  • Lost the email? The buyer can resend it from the gift confirmation page or from My account.
  • Refunds: an unused voucher can be refunded on request while it is valid. Contact us with the voucher reference.

7. Service passes (spa, day passes, memberships)

  1. Buy the service from the property page and pay online.
  2. Your pass appears in My purchases.
  3. Visit any day before it expires, show the pass and a valid ID at the front desk, and staff record the use.
  4. Memberships start on the day you tell the front desk. Your expiry runs from that day.

8. Payment problems

  • Paid but no confirmation: wait a few minutes and check your email and My bookings. We verify payments automatically. If it is still missing after 30 minutes, contact us with your payment screenshot.
  • Payment failed: you were not charged for a failed payment. Try again or use another method.
  • Charged twice: the extra payment is refunded. Contact us if you do not see it within the usual refund time.
  • Unrecognised charge: contact us first. We can usually check it straight away.

9. Contact customer service

Email juansystemsolutions@gmail.com or call or text +63 930 560 1115. Hours: Monday to Saturday, 9:00 AM to 6:00 PM (Philippine Time). We aim to reply within 2 business days.

Please include:

  • your JuanBooking reference (and PayMongo reference for payments)
  • the email you booked with
  • what happened and what outcome you would like
  • screenshots or receipts, if you have them

Main office: 46 Elicano St., EBB, Olongapo City, Zambales

More: Customer Service · Return & Refund Policy · Dispute Resolution · Terms · Privacy