Help centre
Help for guests
Everything about booking a stay, in the order of your trip. Each guide is short, with one step per line.
Finding and booking
Find a home you can book, pick your dates and keep them.
- How to find a short let you can book onlineOpen a short let. If you see a box with dates and a price, you can book it online.
- How to check dates and the price for a stayGreen days are free. Tap the day you arrive, then the day you leave. The box shows the full price.
- How to reserve your datesPress "Reserve". We keep the dates just for you for 30 minutes while you pay. Nothing is charged yet.
Paying
Pay through Paystack, or reserve now and pay a little later.
- How to pay for your stayPick "Pay now with Paystack". Check your stay. Press "Confirm and Pay", then pay in Paystack’s window.
- What is the Paystack fee?Paystack takes your payment. It adds a small fee on top of the price. You see the fee before you pay.
- How to reserve now and pay laterPick Pay later. You get a bill. Pay it within 2 hours, or the dates go back on sale.
- What to do if your payment did not go throughIf the page says nothing was taken, nothing was taken. Read the message, then press the button under it.
- What happens after you paySome homes say yes straight away. Others ask the host first. If the host says no, you get your money back.
Before you arrive
Find your booking and get ready for your trip.
During your stay
Get in, see your codes and ask your host for help.
- How to check in when you arriveWhen you get there, press "I have arrived". Your host gives you the keys, then checks you in.
- How to see your door code and Wi-Fi passwordOnce you are checked in, tap to see the code. It hides again after one minute to keep it safe.
- How to ask your host for help during your stayNeed towels, cleaning or a fix? Pick what you need, write a note and send it to your host.
- How to order extras and pay your billYour host may sell things like bottled water. Add them to your basket and pay. Your host brings them to you.
- How to extend your stayPick a new check-out date and ask your host. If your host says yes, pay for the extra nights. Then your stay is longer.
Changing or cancelling
Change your dates, cancel, and get your money back.
- How to change your dates or number of guestsPick new dates. Small changes happen at once. Bigger changes need your host to say yes.
- How to cancel a bookingCancel before the free-cancellation time. You get back all you paid for the stay, deposit too.
- How refunds workWhen you are owed money, the Cabans team sends it back to you. It arrives within 14 days, usually in about 5.
Leaving and your caution deposit
Check out and get your caution deposit back.
- How to check outBefore you go, press "I am leaving". Your host checks the home and finishes your stay.
- How to approve payment to your hostWas your stay fine? Press "Approve payment" and we pay your host now. If you do nothing, we pay them 7 days after your stay.
- How to get your caution deposit backAfter you leave, the host checks the home and gives the deposit back. If they have not after 14 days (two weeks), ask us.
- What to do if your host disputes your depositIf your host says something was damaged, tell your side and add photos. Our team reads both sides and decides.
Emails we send you
Look for these in your inbox. Each one tells you what just happened.
| When | The email subject |
|---|---|
| WhenYou pressed "Reserve" | The email subject"Your dates at [home name] are held" |
| WhenYou picked Pay later | The email subject"Pay by [time] to keep your stay" |
| WhenYou paid, and the host must answer | The email subject"We have your payment for [home name]" |
| WhenYour stay is confirmed by instant booking, or after our team checked it | The email subject"Your stay at [home name] is confirmed" |
| WhenThe host said yes | The email subject"[host name] accepted your stay" |
| WhenThe host said no | The email subject"Your booking at [home name] was declined" |
| WhenThe host did not answer in time | The email subject"Your booking at [home name] was not accepted in time" |
| WhenYour Pay later bill was not paid in time | The email subject"Your booking at [home name] lapsed" |
| WhenThe booking was cancelled | The email subject"Your booking at [home name] is cancelled" |
| WhenYour new dates are made | The email subject"New dates for [home name]" |
| WhenYour date change was not made | The email subject"Your date change for [home name] was not made" |
| WhenYou are owed money back | The email subject"A refund of [amount] is on its way" |
| WhenYour host checked you in | The email subject"You are checked in at [home name]" |
| WhenYour host said yes to more nights | The email subject"Your stay at [home name] can be extended" |
| WhenYou paid for the extra nights | The email subject"Your stay at [home name] is extended" |
| WhenYour host said no to more nights, or did not answer | The email subject"Your extension at [home name] was not approved" |
| WhenYou did not pay for the extra nights in time | The email subject"The extension at [home name] was not paid in time" |
| WhenYour stay is over | The email subject"Thanks for staying at [home name]" |
| WhenYour host paid back nights you did not use | The email subject"A refund for your unused nights at [home name]" |
| WhenYour host has a question about your deposit | The email subject"Your host has raised a question about your caution deposit" |
| WhenYour host replied about your deposit | The email subject"New message about your caution deposit" |
| WhenOur team decided about your deposit | The email subject"Your caution deposit for [home name] has been decided" |
We never put your door code, your Wi-Fi password or your card details in an email.
Questions people ask
Why can’t I see a booking box?
That home does not take online bookings yet. The box only shows when the host has turned on "Take bookings online". How to find a short let you can book
Is there a filter for homes I can book online?
Not yet. Open a short let and look for the booking box.
Am I charged when I press Reserve?
No. "Reserve" keeps the dates for you for 30 minutes (half an hour) while you pay.
How many stays can I hold at once?
Up to 3 stays at the same time.
Does the number of guests change the price?
No. The price is the same for 1 guest or more. The host may set the most guests allowed.
How do I pay for a stay?
Through Paystack, the company that takes payments for stays. In its window you pay by card, bank transfer or USSD. Or pick Pay later, then pay within 2 hours. How to pay for your stay
What is the Paystack fee?
A small fee Paystack adds on top when you pay. You see it before you pay, as "Paystack fee (paid by you)". It is not refunded. What is the Paystack fee?
My bank asks me to confirm payments. What do I do?
Confirm it in Paystack’s window, the way your bank asks. Then wait. The page updates by itself.
Can I pay with PayPal?
No. A stay is paid through Paystack only.
When do I get the address?
On your stay page, once your booking is confirmed.
Will you email me the door code?
Never. Your door code and Wi-Fi password are only on your stay page. They show once your host checks you in.
What if the host says no?
You get back everything you paid for the stay, but not Paystack’s fee. The Cabans team sends it. "Refunds reach you within 14 days, usually in about 5."
Can I cancel for free?
Yes, until the host’s free-cancellation time. You get back all you paid for the stay, caution deposit too. How to cancel a booking
How long does a refund take?
Up to 14 days (two weeks). Most arrive in about 5 days. How refunds work
Can I pay for other things with my stay?
No. A stay is paid for on its own. Save the other things for later, then add them back after.
Can I stay longer?
Yes, if your host says yes and the nights are free. Once you are checked in, use "Extend my stay" on your stay page. How to extend your stay
What if I leave early?
Unused nights are not paid back, unless your host agrees. Ask them with "Message [host name]" on your stay page. How to check out
What does "Approve payment" do?
It tells us to pay your host now. If you do nothing, we pay them 7 days after your stay. How to approve payment
How do I get my caution deposit back?
Your host gives it back after checking the home. Not settled 14 days (two weeks) after you leave? Ask our team from your stay page. How to get your caution deposit back
Who can see my ID?
Only your host and our team. We keep it for up to 6 years after your stay, as the law asks. Then we delete it.
Can I book for my company?
Yes. Book while you use your business profile. The stay then shows under that business’s "My Stays".
Ready to book?
Still stuck?
Tell us what happened. If you have a booking number, add it. Our team will help.
Contact us