Help

What is BnB24?

A platform with two sections: short-term rentals and a forum. We connect guest and host, but we do not rent out homes ourselves.

Is BnB24 an aggregator?

No. An aggregator collects offers from other websites and takes a cut of the deal. Here listings are posted by users themselves, and we sell one service of our own — access to the platform and the handling of a booking.

What exactly am I paying BnB24 for?

For the platform service: publishing and searching listings, handling the booking, exchanging contact details, messaging, deal history and reviews. The cost of the stay is not included in this fee.

How does payment work?

You pay the service fee on the website by card. For the stay you pay the host directly, in whatever way you agree on: cash at check-in, bank transfer, card on the spot.

Why doesn't the platform accept payment for the stay?

We are not a payment intermediary and not an escrow agent. Money for the stay never passes through our accounts, so we do not hold it, do not freeze it and take no percentage of it.

How much is the service fee?

The exact amount is shown in the interface before you confirm the payment. You will never be asked to pay an amount you have not seen in advance.

Do you charge hosts?

Publishing a listing is free. A host pays no percentage on each deal — the income from the stay stays with the host in full.

Can the service fee be refunded?

Yes, if the service was in fact not delivered: a technical error, a double charge, a booking cancelled before contact details were shared. Submit a request through the contact form; review takes up to 10 business days, and the refund goes back to the same payment method.

The host cancelled the booking. Will you refund the service fee?

If contact details have already been shared and the booking was arranged, the service has been delivered and the fee is not refunded. Claims about the cancellation and about money for the stay should be addressed to the host.

Do you store my card details?

No. Card data is handled by the payment provider; we do not have it on our side.

How do I book a place to stay?

Choose your dates and the number of guests, open the listing and send a request. The host confirms or declines it within the time stated in the listing. Once confirmed, you pay the service fee and receive the host's contact details.

When will I see the exact address?

After the booking is confirmed and the service fee is paid. Until then the map shows the neighbourhood rather than the building — that is safer for the host.

How long does a host take to reply?

The response time is stated in the listing. If the host does not reply, the request closes automatically and no service fee is charged.

Can I rent a place long-term?

Yes. The host states the terms and any long-stay discount in the listing; the final length of stay you agree on directly.

How do I cancel a booking?

Cancellation is done in the "My trips" section. The refund terms for the stay are set by the host and are stated in the listing.

Who is responsible for the accommodation?

The host. They are responsible for the accuracy of the listing, the condition of the home, the legality of renting it out and keeping to what was agreed. BnB24 does not inspect properties and does not guarantee their quality.

The place doesn't match the listing. What should I do?

Photograph the discrepancies on the spot and write to the host in the platform chat — the conversation is stored and will serve as evidence. Agree on a solution: a discount, another place, a refund. If the host will not cooperate, report the listing — we will look into it and may take it down.

What should I do if there is a problem with a booking?

First write to the other side in the platform chat. If there is no reply, send us a request through the contact form with the booking number. We will check the history and the messages and take action against the offender, but we cannot return money for the stay: it never went through us.

Do you compensate losses if the trip falls through?

No. We are not an insurance company and not a party to the agreement. Our liability is limited to the service fee for that booking.

Can I arrange things with the host directly, bypassing the site?

No. Taking a booking off the platform breaks the rules: the listing is removed and the account is blocked. Without a booking on the platform you are left with no deal history, no messages and no way to leave a review.

Is a deposit required?

Only if the host states one in the listing. The deposit goes directly to the host; the platform neither accepts nor holds it.

Can I stay with a pet or with children?

Check the rules in the listing. If they are not stated there, ask the host in the chat before booking.

How many people can stay?

As many as the listing states. Extra guests are grounds for the host to refuse check-in.

How do I leave a review?

After the trip ends, in the "My trips" section. Only someone who actually booked can leave a review.

Can I delete someone else's review about me?

Not if it is based on real experience. We do remove reviews containing insults, other people's personal data, advertising, or clearly false claims — on a request that explains why.

How do I become a host?

Register, click "List your place", and fill in the description, photos, price, rules and calendar. Publishing is free.

How much does it cost to publish a listing?

Nothing. There is no limit on the number of listings.

Can I rent out a home that isn't mine?

Only if you have the right to do so: you are the owner, you have the owner's consent, or you have a contract that allows subletting. Checking the legality is on you.

Do I have to pay tax on rental income?

Yes, the host pays their taxes themselves. BnB24 is not a tax agent, does not withhold tax and does not file reports for you, because money for the stay never reaches us.

Do I have to register as self-employed or as a sole trader?

You choose your status yourself, based on your situation and the law. The platform does not check it and does not tie your ability to publish listings to it.

How do I manage my availability calendar?

In the "My listings" section: block booked dates manually. Dates left open count as available, and a guest is entitled to rely on that.

Can I decline a guest's request?

Yes, without giving a reason. But systematic refusals and cancellations push your listing down in search results and, if repeated, lead to a block.

A guest damaged my property. What should I do?

Record the damage with photos and claim compensation directly from the guest, going to the police and the courts if necessary. On request the platform will provide booking data and the messages, but it does not pay compensation.

How do I move my listing up in search results?

A complete description, recent photos, an up-to-date calendar, quick replies to requests, no cancellations and good reviews. A position cannot be bought.

Can I state a partial price and settle "the rest on the spot"?

No. The price in the listing must be complete. Hidden extra charges the guest did not know about before booking break the rules.

What can I post on the forum?

Questions and answers about trips, homes, cities, hosting guests and rental experience. Everyone can read; registered users can post.

Can I advertise my property on the forum?

No. That is what a listing is for. Promotional posts and spam are deleted.

What gets a post deleted?

Insults and threats, incitement of hatred, other people's personal data, copyright infringement, advertising, links to malicious websites, and knowingly false information.

Do you review posts before they appear?

No, there is no pre-moderation. We act on reports: send us the link through the contact form and we will reply within 10 business days.

What does verifying my email, phone and ID give me?

A badge on your profile and more trust from the other side. It confirms data by technical means; it is not a check of a person's identity or good faith.

Who can see my phone number?

Only the other side of a confirmed booking. The phone number is not shown in listings or profiles.

How do I delete my account?

In your profile settings. Data we are required by law to keep is retained for the set period; reviews and forum posts may remain in anonymised form.

How do I report a user or a listing?

There is a report button in every profile, listing and forum post. We look into every report; the response time is up to 10 business days.

What is the minimum age to use the platform?

18 years old.

I've booked a place. What happens next?

Pay the service fee — after that the host's contact details open up and the booking appears in "My trips". From there you arrange everything with the host directly: check-in time, how to pay for the stay, and meeting up.

When do the host's phone and email become visible?

Right after the service fee is paid for an instant booking, and after the host confirms plus payment for a request-to-book. Until then use the chat: it works from the very first minute.

The host isn't replying in the chat. What should I do?

Wait for the response time stated in the listing. Once it has passed, cancel the request and book somewhere else, and report the host: listings are pushed down and removed for staying silent.

How do I pay for the stay?

You and the host choose the method: cash at check-in, bank transfer, card on the spot. The platform takes no part in these settlements and accepts no such payment.

The host is asking for prepayment by transfer. Is that normal?

Many hosts do this, but it is your risk: the platform does not protect or refund such transfers. Paying at check-in is safer. If you do pay in advance, get written confirmation from the host in the platform chat — those messages are stored.

The host wants more than the listing price. What should I do?

You do not have to pay: the price in the listing must be complete. Write about it in the chat and report it — hidden extra charges are against the rules.

I need a receipt for the stay. Who issues it?

The host: the rental agreement and the money are between the two of you. The platform issues a document only for its own service fee.

Where can I see the details of my booking?

In "My trips": dates, address, number of guests, the host's contact details and the whole conversation.

Can I change the dates after confirmation?

Write to the host. If they agree, the old booking is cancelled and a new one is made for the dates you need. The service fee for the new booking is paid again.

Can I add one more guest?

Only with the host's agreement and within the capacity stated in the listing. Undeclared guests are grounds to refuse check-in.

I'm running late for check-in. What should I do?

Write to the host in the chat straight away and call. Late check-in is almost always possible, but the host needs to know in advance.

The host cancelled the day before check-in. What do I do?

Look for another place in search and report the host: we remove listings and block accounts for cancellations on the eve of check-in. If you have already transferred money for the stay, claim it from the host — the platform never held it.

Will you refund the service fee if the host cancelled?

If the booking was cancelled before contact details were shared — yes. Once the contacts have been opened, the service has been delivered and the fee is not refunded.

I've arrived and they won't let me in. Who do I turn to?

Call the host. If there is no answer, photograph the door and the address, write in the platform chat (a time-stamped message will come in useful) and send us a request through the contact form. We will look into it and block the host, but we cannot check you in or return money for the stay.

The flat is not like the photos. What are my options?

Photograph the differences before you unpack and write to the host in the chat. Agree on a solution: a discount, another place, cancellation. If you cannot agree, report it — a listing with misleading photos is taken down.

The key doesn't fit, there's no code, nobody is meeting me.

Call the host on the number from the booking. Check-in instructions are in "My trips" — sometimes the code is there rather than in the messages.

The place is dirty. What should I do?

Photos and a message to the host straight away, before you settle in. Usually it is solved by cleaning or a discount. If the host ignores you — report it.

Something broke during my stay, and it wasn't my fault.

Write to the host — repairing it and sorting it out is their job. If the fault makes staying impossible (no water, heating or electricity), agree on cancellation and a refund directly with them.

The neighbours are complaining about noise and the police have come.

Observe the quiet hours and the rules of the property — breaking them entitles the host to end the stay. Parties are prohibited unless the listing allows them.

I broke something in the flat. How much do I pay?

The amount is set by the host according to the actual damage, and you pay them directly. The platform is not an intermediary here and there is no insurance.

The host is demanding money for damage I did not cause.

Show your photos of the condition at check-in and at check-out — which is why it is always worth taking them. After that it is settled between you; on request the platform will provide the messages and the booking data.

Can I leave early and get money back for the remaining nights?

Only by agreement with the host — it is their money and their cancellation terms.

I need to extend my stay.

Check the free dates in the listing's calendar and write to the host. An extension is arranged as a separate booking, so that you keep the confirmation and the review.

The host offers to extend "off the platform", cheaper. Should I agree?

That leaves you without a booking confirmation, without the messages as evidence and without any way to complain. It is prohibited by the rules: both accounts are blocked.

I left my things in the flat.

Write to the host as soon as possible — the contact details stay in "My trips" after check-out too.

When do I have to check out?

At the time stated in the listing. Late check-out is only by agreement with the host, often for an extra charge.

How do I cancel a booking I have already paid the service fee for?

Cancellation is in "My trips". Getting money back for the stay depends on the host's terms; the service fee is refunded only if the service was not delivered.

The host promised to return the money and did not.

The platform never received that money and cannot return it. Claim it from the host, referring to your messages; if they refuse, go to the police or to court. On request we will provide the booking data and the messages, and we will block the host.

I paid the service fee twice.

Write to us through the contact form with the date and the amount — a double charge is refunded to the same payment method, and review takes up to 10 business days.

The money was charged but the booking did not appear.

Refresh "My trips" — sometimes the payment is confirmed with a delay. If there is still no booking after an hour, send us the time and the amount of the payment; we will look into it and refund the fee if the booking was not created.

Can I book for someone else?

Yes, but tell the host who exactly will be staying: they are entitled to know whom they are letting in and may refuse an unknown guest.

I need a document for a visa or a trip report.

The booking confirmation with the dates and the address is in "My trips". Documents that require the host's signature should be requested from them.

Do I need to register if I have come from another country?

Yes — the receiving party is responsible for migration registration, so discuss it with the host before booking.

When can I leave a review about the place?

After check-out, in "My trips". Reviews are visible to everyone, so write about the facts: what matched the listing and what did not.

The host is asking me to remove a bad review and offering money.

That breaks the rules on both sides — tell us. Reviews for payment and deals around reviews are prohibited.

What does the platform do about my report?

We look at the messages, the listing and the booking history, and ask the other side for an explanation. As a result we may remove the listing and block the account. The deadline is up to 10 business days. Monetary claims are settled between you and the other side.