Our team reviews listings before they go live: Kasa's Choice homes get an in-depth check, the others are verified remotely. If the home still does not match what you booked, you are protected.
1. What the KasaStay Guarantee covers
Home different from the listing. If, on arrival, the home is degraded or different from what the photos and description show (a different home, a different condition, advertised amenities missing), you get a 100% refund of what you paid to KasaStay. You only pay the balance to the owner after seeing the home, so nothing more is at stake.
Cancellation by the owner. If the owner cancels after your booking is confirmed, KasaStay works with you to find another home of the same type, in the same area and price range. If none of the options suits you, you get a 100% refund of what you paid to KasaStay.
2. How to claim
Report the problem within 24 hours of arrival, before paying the balance to the owner, through your booking chat in the app or our WhatsApp support. Add photos or a video. Our team replies the same day, checks with the owner and confirms the decision.
3. Refund timing
Refunds go back to the payment method you used: Mobile Money within 3 business days, bank card within 5 to 10 business days depending on your bank.
4. What is not covered
A change of mind, a late arrival or a no-show; differences that do not change how you use the home (decoration, colours, normal wear); water or power cuts affecting the whole area; a problem reported after 24 hours or after paying the balance without reporting first; any arrangement made outside KasaStay.
Cancellations on your side follow what you agreed with the owner when booking.