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For guests

What is BNBstays?

BNBstays is booking software used by independent short-term rental hosts. It is not an OTA, hotel operator, payment facilitator, or property manager. You book directly with the host, and the host is responsible for the stay, pricing, rules, local taxes, refunds, and on-the-ground support.

When am I charged for a booking?

You enter payment details through the host's connected checkout provider when you book. Stripe is the primary supported provider today; other local providers such as Mercado Pago, Razorpay, PayPal, and Xendit are part of the country expansion plan and may appear when a host and market are enabled.

BNBstays never sees or stores your card. The host's payment provider handles the payment.

When do I get check-in instructions?

Check-in instructions are released only after your booking is paid AND you're viewing the booking with the same email you used at checkout. Open the booking success page or My bookings and re-enter your email.

Can I cancel? Will I be refunded?

Yes — each listing has its own cancellation policy (Flexible, Moderate, Strict, or Super strict), shown on the listing before you book. Refund amounts depend on how close to check-in you cancel. See the Guest Guide for the full table.

I used the wrong email at booking — what now?

Contact the host directly. BNBstays support cannot re-issue check-in instructions to a different address — that's a host-side decision.

BNBstays charged my card — but my booking says unpaid!

BNBstays does not charge guests. The charge on your statement is from the host's payment processor. If the booking hasn't flipped to paid within a few minutes, contact the host first — they can reconcile it on their end.

Why do I see different listings on different country domains?

Country domains are market-scoped. For example, bnbstays.in is intended to show India inventory and India-specific metadata, while bnbstays.co is intended to show Colombia inventory. This keeps language, currency, provider assumptions, and local launch rules clear.

For hosts

Is BNBstays still just a direct booking engine?

No. Direct bookings are still the core, but the platform now includes guest operations, hosted websites, custom domains, booking management, iCal sync, payment-provider connections, verification policy, and country-specific launch support.

BNBstays is not a full PMS replacement yet. It is the host-owned booking and guest operations layer.

How do I get paid?

Guests pay through your connected payment provider account. BNBstays never holds guest funds. Connect your payment provider from Settings:

Does BNBstays take a commission?

No. BNBstays charges a flat monthly subscription ($9 Solo / $19 Host / $49 Pro). 100% of your booking revenue is yours. No per-booking fee is deducted from any payment provider's checkout flow.

BNBstays may add host-billed usage or platform fees later. If that happens, fees are invoiced to the host separately and are not netted from guest checkout proceeds.

What happens when my trial ends?

If you haven't subscribed by the end of your 14-day trial, your tenant is suspended: listings disappear from public browse and can't accept new bookings. Existing confirmed bookings are honored. Your data is preserved. Subscribe to any plan to reactivate.

Can I change plans?

Yes — open Settings → Manage billing to access the Stripe Customer Portal. Plan changes are prorated by Stripe automatically.

How do payouts and taxes work?

You're the merchant of record for every booking. Occupancy tax collection and remittance are your responsibility — BNBstays calculates the tax at checkout based on the rate you set per listing, but you file and remit it.

BNBstays may show local compliance guidance by country or city, but that is not legal or tax advice.

Why does BNBstays need host verification?

Host verification is a trust and fraud-control gate. Provider KYC/KYB decides whether you can accept payments and receive payouts through that provider. BNBstays verification decides whether your listings can be public, whether manual payments are allowed, and whether risk review is needed.

Property verification is separate. Identity verification does not prove you control the property.

A guest dispute / chargeback — what do I do?

Chargebacks are disputed between you, the guest, and your payment provider. BNBstays is not a party. Submit evidence through your provider's dashboard (Stripe, Mercado Pago, Razorpay, etc.). Keep your cancellation policy, house rules, and guest communication as documentation.

Billing and account

Can I get a refund on my BNBstays subscription?

Monthly subscriptions are not refunded for partial months. Cancel via the Customer Portal and you keep access until the end of the paid period.

My renewal failed — what happens?

Stripe retries failed charges over ~2 weeks. During that window your tenant shows PAST_DUE but your listings stay live. Update your card in the Customer Portal. If all retries fail, the tenant moves to SUSPENDED.

How do I delete my account?

Cancel your subscription in the Customer Portal, then contact support to remove your tenant and data. Deletion is irreversible and removes all listings, bookings, and audit history.