BomaStays help
How booking, M-Pesa escrow, ID checks and cancellations work.
Booking and paying
How do I pay for a stay on BomaStays?
With M-Pesa (an STK push to your phone, or Lipa na M-Pesa to the till shown at checkout). Guests abroad can ask our team about card payment.
Is there a booking fee for guests?
No. Guests pay the nightly price and any cleaning fee shown before payment. Hosts pay BomaStays a 10% commission.
When does the host get my money?
Your payment is held in escrow and released to the host 24 hours after check-in, so the home has to match the listing first.
What is a Quick Check?
For some homes the host confirms the dates are really free before you pay. You get an SMS with the answer, usually within minutes; homes marked Instant book straight away.
Will the price change after I ask?
No. Rates follow demand, but the price you see when you reserve or send a Quick Check is the price you pay.
Safety and ID
Why do I need to confirm my ID?
Every guest confirms their ID before arrival so hosts, neighbours and estate security know who is coming. This is what keeps parties and theft off BomaStays.
When do I get the address and host contact?
The building, unit and host phone number are shown after payment and ID confirmation. Gate pass and door code details arrive on the morning of check-in.
How is a home verified?
Before a home is listed, its Wi-Fi speed, power backup and water supply are recorded and its photos checked. Homes that fall below our cleanliness standard are suspended.
Someone asked me to pay them directly. What should I do?
Do not pay. Real BomaStays hosts never ask for M-Pesa or cash outside the platform. Report the listing from its page.
Cancellations
Can I cancel for free?
Every booking has a 1-hour grace period with a full refund. After that the home’s cancellation policy applies; it is shown before you pay.
What does the Flexible cancellation policy mean?
Full refund up to 24 hours before check-in. Later than that, the first night is kept and the rest refunded.
What does the Standard cancellation policy mean?
Full refund up to 3 days before check-in, 50% from 3 days to 24 hours, no refund inside 24 hours or for no-shows.
What does the Firm cancellation policy mean?
Full refund up to 7 days before check-in, 50% from 7 days to 48 hours, no refund inside 48 hours.
What does the Long stay (28+ nights) cancellation policy mean?
Full refund up to 14 days before check-in. After that the first 30 nights are kept and the rest refunded.
What does the Non-refundable rate cancellation policy mean?
Discounted price, no refund after the 1-hour grace period.
The homes
Do BomaStays homes have backup power?
Many do. Every listing says whether it has a generator or inverter, and you can filter for ⚡ Backup power.
Is Wi-Fi included?
Every home has Wi-Fi with a tested speed shown on its page, and each listing says what its nightly price includes (Wi-Fi, water, electricity, cleaning).
Which amenities can I filter by?
Including Fibre Wi-Fi, Backup power, Work / study desk, Washing machine, Secure parking, Gym, Netflix.