If something goes wrong during your shortlet stay, tell your host first, using the right request on your stay page. Use “Report an issue” for things that are broken, “Cleaner” for cleaning, and “Room service” for towels and supplies. Message your host for anything urgent, and contact Cabans if your host does not help.
This guide is for stays booked on Cabans. It covers power, water, Wi-Fi, cleaning and repairs, and what to expect after you ask.
Which request to send
Open your stay page and find “Stay services”. It says “Ask your host for anything you need during your stay.” Pick the tile that fits your problem:
| The problem | The request to send |
|---|---|
| No power, or the generator or inverter is not working | “Report an issue” |
| No water, or very low water pressure | “Report an issue” |
| Wi-Fi or TV not working | “Report an issue” |
| Air conditioning not cooling | “Report an issue” |
| The home needs cleaning | “Cleaner” |
| Fresh towels, bed linen or toilet roll | “Room service” |
| You need your host to get back to you | “Call for help” |
| Anything else | “Something else” |
Tap the tile and write a note. Say what is wrong, where, and since when. Then press “Send request”. Your host gets an email about it.
Just arrived and only have the keys so far? At that point only “Report an issue” and “Something else” work. The other three open once your host completes your check-in.
Cleaning during your stay
The “Cleaner” tile asks your host to clean the home. Some hosts include a clean on longer stays. Others charge for it. If there is a charge, your host may add it to your bill as an extra, and you pay it from “My bill” on your stay page. Ask first if you are not sure.
Power, water and Wi-Fi: quick checks first
Some problems have a simple cause. A two-minute check can save a long wait.
- Power. Is the whole street dark? Check the prepaid meter for units, and the generator hours in your house rules.
- Inverter. Heavy items such as an iron, a kettle or a microwave can trip it. Switch them off and try again.
- Water. Some homes pump water to a tank. With no power, the pump may not run.
- Wi-Fi. Turn the router off, wait a minute, and turn it back on.
- Air conditioning. Check the remote's batteries, the mode and the temperature setting.
Still not working? Send the request, and say what you already tried. It helps your host send the right person. To know what to expect before you book, read what comes with a shortlet.
Problems on the day you arrive
Some problems show up the moment you walk in. The home is not clean, something on the listing is missing, or something is broken. Report it straight away, on the first day:
- Take photos before you unpack or move anything.
- Send “Report an issue” with a clear note of what is wrong.
- Message your host as well, so they see it quickly.
A problem you report on day one cannot be blamed on you later. If you cannot get in at all, read arriving late at a shortlet for what to do.
Noise from neighbours or the street
Your host cannot control the whole estate, but they can often help. They may know the neighbours, or when a generator next door runs. Send “Something else” with the details, and ask whether another room is quieter. Earplugs in your bag help too.
Messaging your host
Requests are best for jobs. For a quick question, or something urgent, press “Message your host”. It opens a chat with your host, and it works all through your stay.
For something serious, use both: send the request so it is on record, and a chat message so your host sees it quickly. How to ask your host for help during your stay shows each screen.
In an emergency, such as a fire, a gas smell, a break-in or someone hurt, get safe first. Call 112, Nigeria's emergency number, and estate security if there is one. Then tell your host.
What to expect after you ask
Your requests appear on your stay page, under “Being dealt with” and “Earlier requests”. Each one shows where it is:
- “Open”: your host has it, but has not started yet.
- “In progress”: your host is working on it.
- “Done”: your host has finished.
- “Cancelled”: the request was closed without being done.
You do not get an email when a request changes. Check the list on your stay page instead.
How fast a fix happens depends on the problem. Fresh towels can come quickly. A generator repair may need a technician. There is no set time for requests, so if nothing moves on something important, message your host.
A few limits to know:
- You can have up to 10 open requests at a time. After that you see “There are already several open requests on this stay. Your host will get to them.”
- Requests close 2 hours after your check-out time.
What your host fixes, and what you do
It helps to know who is responsible for what during a stay.
Your host looks after:
- faults in the home, such as wiring, plumbing, the generator and the air conditioning;
- the basics the listing promised, such as Wi-Fi, water and power backup;
- fresh supplies and cleaning, as agreed.
You look after:
- telling your host quickly when something goes wrong;
- using the home with care, and following the house rules on power and water;
- not trying electrical or gas repairs yourself.
If something breaks because of an accident on your side, say so. Your caution deposit is there for that, and the Cabans team decides anything a host asks to keep.
Keeping a record
A clear record helps if you need our team later, or if there is a question about your caution deposit.
- Take photos or a short video of the problem.
- Put the details in the request note, not only in a phone call.
- Keep the chat with your host.
- Note when the problem started, and when it was fixed.
- Keep it all until your caution deposit is back.
If you broke something yourself, be open about it. Broke something in a shortlet? explains what to do.
When to contact us
Your host is the first person to fix a problem. Contact the Cabans team if:
- your host does not reply, and the problem is serious;
- you cannot get into the home;
- the home is not safe, or is very different from the listing;
- you think you have been charged wrongly.
Use our contact page. Give your booking number, which is on your stay page, and a short summary. Add your photos.
If you decide to leave early
Sometimes a problem cannot be fixed. If you decide to leave, talk to your host first. Unused nights are not refunded unless your host approves a refund. If they agree, the refund reaches you within 14 days at most, and usually in about 5 days.
When you leave, press “I am leaving” on your stay page, so your host knows the home is empty.
Choosing a shortlet with fewer surprises
The best fix is a good choice at the start. Before your next booking:
- Read the listing for power backup, water supply and Wi-Fi.
- Read the house rules, and what the host says about cleaning.
- Ask the host any question before you pay.
Ready to book? Find a shortlet you can book online, or browse shortlets in Lekki and shortlets in Abuja. For safety advice, read is it safe to stay in a shortlet?
Are you a host? Fast answers make for happier guests. List your shortlet on Cabans.
Frequently asked questions
Can I ask for cleaning during my shortlet stay?
Yes. On your stay page, tap “Cleaner” in “Stay services” and send the request. Some hosts include a clean during longer stays and others charge for it, so ask if you are not sure.
What should I do if the power goes off?
Check the prepaid meter and the generator times in your house rules first. Then send “Report an issue” with a short note. If you see sparks or smoke, leave the room and call 112.
Will I get an email when my host answers my request?
No. Look at the list on your stay page instead. Your request moves from “Open” to “In progress” to “Done”.
My host is not answering. What now?
Send a chat message with “Message your host” as well as your request. If the problem is serious and you still hear nothing, contact Cabans with your booking number.
Can I get a refund if I leave early because of a problem?
Unused nights are not refunded unless your host approves a refund. Talk to your host first, and keep a record of the problem and your messages.
How many requests can I send?
Up to 10 open requests at a time. Requests close 2 hours after your check-out time.
Related guides
Shortlet safety tips · Check-in day · Broke something? · Arriving late · Check-in and check-out times · If the host cancels · Extras and your bill
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