We’re here to help

For guests

When am I charged for a booking?

You enter payment details on the host's checkout page (Stripe, Mercado Pago, Razorpay, PayPal, or Xendit — depending on the host's setup) when you book. The full amount is authorized immediately and captured when the booking is confirmed. BNBstays never sees or stores your card — the host's payment provider handles everything.

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.

For hosts

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.

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.

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.