Need help with a booking, check-in, or stay? Here is where you can find quick answers and support resources.
These are the guest questions we hear most often. Each answer explains the process, what to expect, and where to find the right information in the app.
Open your Trips page and select the booking you want to update. Tap “Modify” to change dates, guest count, or the length of your stay. Tap “Cancel” if you need to end the booking.
Your refund depends on the host’s cancellation policy. Some bookings allow free cancellation up to a certain date, while others only offer partial refunds or no refund. Review the policy details carefully before confirming.
If the policy is unclear or you need extra help, message the host first. If they cannot resolve it, contact support with the booking details and we will help explain your options.
Hosts usually share check-in instructions in the reservation message thread. Look for arrival windows, gate or door codes, parking directions, and where to collect keys.
If you haven’t received instructions a day before your stay, message the host and ask for the exact entry details. Confirm whether there is a lockbox, security guard, or parking spot reserved for you.
If you plan to arrive early or late, check with the host first. Some hosts can accommodate flexible arrival times, but you should agree on it in advance.
Use the in-app messaging feature on the reservation or listing page. Start with a clear and concise message that includes your name, travel dates, and arrival time.
Example: “Hi, I’m [Your Name], arriving on [Date] around [Time]. Can you confirm the entry code and parking instructions?”
If the issue is urgent, say so in the first message. If the host does not reply in time, send a second message and then contact support for help.
Use these detailed steps for the most common tasks, from changing a booking to getting support during your stay.
If the booking is inside the no-change window, message the host anyway. They may still be able to offer a partial refund, an alternate booking, or other assistance.
Clear messages help hosts respond faster and avoid confusion. Always include the reservation dates and the specific issue.
If your issue is urgent, label it urgent. That helps our team escalate the request more quickly.
comradekejani Cover protects every booking with damage protection and a 24-hour rebooking line. If an eligible issue disrupts your stay—such as a host cancellation, a serious property problem, or damage that makes the stay unusable—we help you find a replacement and process eligible costs.
Contact support as soon as the issue appears. Provide the reservation ID, details of the problem, and any evidence like photos or messages. Faster reporting helps us act more quickly.
comradekejani Cover is additional protection. It does not override the host’s listing policy, but it does give you a backup if eligible problems occur during your trip.
The nightly rate shown on the listing is the base cost per night. Additional fees, including cleaning, service, and local taxes, are shown before checkout so you can see the total cost up front.
Discounts and promotions appear during booking review. We do not add hidden fees after you have selected your stay, so the final amount should match the booking summary.
If there is a difference between the listing price and checkout total, review the fee breakdown and contact support for clarification.
Our Nairobi support team responds on WhatsApp in under five minutes, day or night. This local channel is for fast help with arrival questions, access codes, property issues, and urgent stay concerns.
Send your reservation details and a clear description of the issue. Local support is especially useful for directions, parking, key collection, and quick problem resolution.
We want support to feel personal and responsive. Use WhatsApp for fast help and follow up with in-app support for more complex issues.
Most support requests are answered within 24–48 hours. The speed depends on the issue and the detail in your request. Clear information helps us resolve the case faster.
For urgent issues, such as safety concerns or loss of access, follow local emergency procedures first and then contact support immediately. Mark the request as urgent and summarize what happened.
If you already contacted the host, include that information so support can see what has been tried and what still needs resolution.
Use these resources for detailed answers to safety questions, refunds, neighborhood support, and other guest needs. The Help Center is the first place to turn when something does not go as planned.