How long does the booking process take?
Instant Booking should take less than 4 minutes while a request to book can take about 8 minutes depending on the host availability.
What methods of payment are accepted?
We accept Mpesa and all types of card payment.
What do I do if I change my mind?
If you happen to change your mind after booking for a reservation, you can cancel anytime for free but if you cancel 24hrs before boarding, a cancellation fee of 30% will be applied on your booking fee. However, the service fee is usually non-refundable.
Can I use more than one payment method to pay for a reservation?
Sure. You can pay a fraction of the amount via Mpesa and the balance via visa/master card altogether.
What happens if I cause damages in the space?
If you cause a damage either due to your carelessness or by mistake; you’ll be required to pay the host a compensation at least equal to the damage. Sanbnb will always help the two parties sort the issue amicably without favor or interest whatsover.
Why Security Deposit?
Security Deposit is very important to the host; it compensates the host if a guest breaks the table or utensils. If there are no damages, the Security deposit shall be refunded to the guest after check out.
Security deposit is usually held by Sanbnb until the guest checks out.
However, some hosts will accept guests without Security deposit.
Can I make changes to a pending reservation request?
You cannot change or edit the details of a pending reservation, instead you can only decline and book again.
How do I check the status of my reservation?
Tap/hover on your profile icon on the top right of your screen and choose Dashboard. Once you’re on the dashboard, navigate through the icons on the left and select entries – outgoing. If it’s active it means you’ve successfully booked that service, if you’ve paid and it says pending wait for the host to approve your request.
How to get a refund?
Guests who paid for reservation and later changed their mind can request for refund as per our terms & conditions.
Guests who ended up in a dispute with the host can request for a refund.
All refunds are subject to 30% cancellation fee, applied on the Space fee only.
Space fee = Booking fee paid – [service fee/security deposit/other fees]
To initiate a refund process please send an email to refund@sanbnb.com
Verification
All hosts are required to verify their details before getting an approval to start hosting. Email, phone number, National ID, Passport photo shall go through a verification process. Verified hosts will display a verification badge on their profiles.
How do I become a host?
Anyone with a Space, Home or hosting experiences can register and start hosting in SanBnB; Become a Host Fill in your details and submit to SanBnB for approval.
SanBnB will approve or decline your registration depending on the information provided.
How to get paid
Every host is provided with a wallet that will store and hold the earnings. Hosts are required to nominate their payout methods during the request. Payments shall be done on request if the earnings are more than $5
Who’s a Superhost?
A Superhost is a host who has offered amazing experiences and has received excellent reviews from the guests. A badge will be offered by SanBnB Team as an appraisal for good services; and this will earn you more bookings.
How do I sync my Airbnb Calendar with SanBnB?
- Go to your Airbnb account. Select the listing you need to sync the calendar and copy the url.
- Go to your dashboard and select the service, pick and edit the listing. Go to the last tab on the right(iCal) and paste the Airbnb url in the import url box. If you’re having troubles, our team is a click away, write to us reservation@sanbnb.com
What happens if the hosted space isn’t as described?
If a guest is not happy with the hosted space, tour or event; either it’s not as described in SanBnB or its unkept, we shall immediately investigate the issue. And if the host is incapacitated or unreachable, Sanbnb shall look for the quickest means to settle the guest with another host of similar features and rates. This will take the shortest time possible. Such hosts will risk having their accounts suspended or closed.
We always encourage all our guests to pay through SanBnB and maintain the conversation within the platform as a security measure.
What should I do if I forgot something at a place I stayed?
If you happen to leave or forget your valuables in any SanBnB space; contact our reservation team as soon as possible; reservation@sanbnb.com and we shall make sure you recover the items in the quickest means possible. Our Hosts are hospitable and will always reserve any valuables that may have been left by a guest.
Quick Links
- 0720567941
- reservation@sanbnb.com
