Security notice: Softbnb will never ask for your password, full card number, or OTP by phone, email, or chat. If anyone claims to be from Softbnb and asks for this, please hang up and report it.
Bookings
Browse listings, pick your dates and number of guests, then click "Book Now". For instant booking properties your reservation is confirmed immediately. For request-only properties, the host has 24 hours to accept or decline.
Log into your account and go to Trips → Active. You'll see all confirmed, pending, and upcoming reservations there.
Date changes depend on the host's availability and approval. Contact the host through the Softbnb messaging system to request a change. If agreed, an admin can update the booking details.
Instant Booking means the property is confirmed automatically — no need to wait for host approval. Look for the lightning bolt ⚡ icon on listing cards.
If a host with request-only booking doesn't respond within 24 hours, the booking request expires and no charge is made. You're free to book another property.
Once your booking is confirmed, go to your Trips page and click "Message Host" to start a conversation directly within the platform.
Payments
We accept all major debit and credit cards via Paystack, as well as Softbnb Wallet balance. Bank transfer options may also be available depending on your region.
Your card is charged at the time of booking confirmation. For request-only properties, your card is only charged once the host accepts your request.
Yes. All card transactions are processed through Paystack, a PCI-DSS compliant payment gateway. Softbnb never stores your full card details.
The Softbnb Wallet lets you store credit which can be used to pay for bookings. You can top up your wallet from your account dashboard and use it alone or combined with a card payment.
Common reasons include insufficient funds, card restrictions on international transactions, or a bank security block. Try a different card or contact your bank. You can also pay with your Softbnb Wallet if you have sufficient balance.
After a guest checks out, funds are held briefly then released to the host's registered payout account. Hosts can request payouts from their dashboard under Earnings → Payouts.
Cancellations & Refunds
Go to Trips → Active, find the booking, and click "Cancel Booking". Review the cancellation policy before confirming — your refund amount depends on the policy and how far in advance you cancel.
Softbnb supports Flexible, Moderate, and Strict policies. Flexible gives a full refund if cancelled 24+ hours before check-in. Moderate gives 50% refund up to 5 days before. Strict gives no refund within 7 days of check-in. Check the listing page for the specific policy.
Refunds are processed within 24–72 hours on our end, but may take 5–10 business days to appear on your bank statement depending on your bank.
Hosts can cancel bookings in rare circumstances. If a host cancels, you'll receive a full refund and Softbnb will help you find alternative accommodation.
Contact our support team as soon as possible. We evaluate emergency cancellation requests on a case-by-case basis and may be able to offer additional flexibility.
Account & Profile
Click "Sign Up" on the top right of any page. Enter your name, email, phone number, and password. You'll need to verify your phone number with a one-time code before your account is created.
Click "Forgot Password?" on the login page and enter your registered email. You'll receive a reset link within a few minutes. Check your spam folder if you don't see it.
Go to Account → KYC Verification and upload a valid government-issued ID. KYC approval is required before you can list properties or make certain transactions. Approval usually takes 1–2 business days.
Go to Account → Edit Profile. You can update your name, profile photo, bio, and contact details there.
Please contact our support team at {{ $support_email }}. Note that accounts with active bookings or pending payouts cannot be deleted until those are resolved.
Accounts may be suspended for policy violations, fraudulent activity, or safety reasons. If you believe this is an error, contact support and we'll review your case.
Hosting
Complete your KYC verification first, then click "Become a Host" or go to My Properties → Add New Listing. You'll walk through property type, address, photos, pricing, and availability. Once all steps are complete, submit for admin approval to go live.
Go to your listing → Edit → Pricing. You can set a nightly base price, weekend rate, weekly/monthly discounts, cleaning fee, and extra guest fee.
All new listings are reviewed by our admin team before going live. This typically takes 1–2 business days. You'll be notified by email once approved.
Go to My Listings → Manage → Calendar. Click any date or drag across a range to block it. Blocked dates won't be available for booking.
You'll receive an email and in-app notification for each booking request. Log in and go to Bookings → Requests to accept or decline. You have 24 hours to respond.
Yes. On your Properties page, click the duplicate icon on any live listing. A copy is created without photos — add photos, complete all steps, and submit for approval to go live.
Safety & Trust
All hosts must complete KYC identity verification before listing. Guests are verified via phone OTP during registration. Both parties can also view ratings and reviews from previous stays.
Your safety is our top priority. If you feel unsafe during a stay, leave the property immediately if possible and contact local emergency services. Then contact Softbnb support right away — we're available 24/7.
Click "Report" on the listing page or contact our support team directly with the listing URL and details. Our trust & safety team reviews all reports within 24 hours.
Never pay outside the Softbnb platform. Any request to pay by bank transfer, cash, or external apps is a red flag for fraud. All legitimate bookings are paid through our secure checkout.
Go to the user's profile or the booking in question and click the report button. Alternatively, contact support with details of the incident.
Still need help?
Our support team is available 24/7 to assist you with anything.
