Question 1

How do I book a property on the platform?

Accepted Answer

Search for your destination and dates, select a listing, review the pricing breakdown, and complete checkout with your preferred payment method. You will receive a confirmation email once the booking is confirmed.

Question 2

Which payment methods are accepted?

Accepted Answer

We support major payment options including credit/debit cards via Moyasar, Tabby instalments, and Tamara buy-now-pay-later where available. Available methods are shown at checkout.

Question 3

How do I cancel a booking?

Accepted Answer

Open your confirmed reservation, select Cancel Booking, and confirm the cancellation. The applicable refund depends on the listing cancellation policy and how close you are to check-in.

Question 4

How long do refunds take?

Accepted Answer

Approved refunds are initiated immediately on our side. Depending on your bank or payment provider, funds typically appear within 5–14 business days.

Question 5

How do I contact my host?

Accepted Answer

After booking confirmation, use the in-app messaging thread linked to your reservation to contact your host securely without sharing personal contact details prematurely.

Question 6

What time is check-in and check-out?

Accepted Answer

Standard check-in and check-out times are shown on the listing page and in your confirmation. Some properties offer early check-in or late checkout by request.

Question 7

Is a security deposit required?

Accepted Answer

Some listings require a refundable security deposit to cover potential damages. Deposit requirements are disclosed on the listing and at checkout before you pay.

Question 8

Are parties or events allowed?

Accepted Answer

Most residential listings prohibit parties and events unless explicitly stated. Review the house rules on the listing page before booking.

Question 9

How do I contact customer support?

Accepted Answer

Use the Help Center in the app, live chat during business hours, or email support with your booking reference for faster assistance.

Question 10

How do I update my phone number?

Accepted Answer

Go to Account Settings, select Phone Number, verify the new number with a one-time code, and save. Future bookings will use the updated contact details.

Question 11

Do I need an account to make a booking?

Accepted Answer

Yes. You need a verified guest account with a valid phone number to create and manage bookings, receive updates, and access your reservation details.

Question 12

Is it safe to pay through the platform?

Accepted Answer

Yes. Payments are processed through licensed payment gateways with encryption. We do not store full card details on our servers.

Question 13

What cancellation policies are available?

Accepted Answer

Listings may use flexible, moderate, or strict cancellation policies. The policy in effect for your booking is displayed before you pay and on your confirmation page.

Question 14

How much will I be refunded if I cancel?

Accepted Answer

Your refund amount depends on the cancellation policy, timing of cancellation, and any non-refundable fees disclosed at checkout. The exact amount is shown before you confirm.

Question 15

Are hosts verified?

Accepted Answer

Hosts complete identity and listing verification steps before publishing. Verification badges and listing reviews help you assess host reliability.

Question 16

How do I get check-in instructions?

Accepted Answer

Check-in instructions, access codes, and property directions are shared in your booking details and messaging thread before arrival.

Question 17

When is the security deposit refunded?

Accepted Answer

Deposits are released after checkout once the host confirms the property condition, typically within 7–14 days unless a damage claim is opened.

Question 18

Can I bring pets?

Accepted Answer

Pet policies vary by listing. Use the pet filter when searching or read the house rules section to confirm whether pets are allowed and if fees apply.

Question 19

What should I do in an emergency during my stay?

Accepted Answer

For immediate danger call local emergency services first. Then contact guest support through the urgent help option in your active reservation.

Question 20

How do I reset my account access?

Accepted Answer

Sign in using OTP sent to your registered phone number. If you no longer have access to that number, contact support with identity verification documents.