BNBstays Knowledge Base

BNBstays has grown beyond a simple booking widget. The knowledge base is the single place to understand how the platform works, what BNBstays is responsible for, and what remains the host's responsibility.

Core model

BNBstays is a direct booking and guest operations platform for short-term rental hosts.

• Hosts own their listings, guests, house rules, pricing, refunds, and local compliance.
• Hosts are the merchant of record for guest booking payments.
• Guest funds flow through host-owned provider accounts or host-managed manual payment rails.
• BNBstays does not hold, escrow, split, or pay out guest funds.
• BNBstays may bill hosts separately for subscription, usage, platform, or add-on fees.

Main article groups

Guests

• Finding a stay
• Booking and checkout
• Payment provider handoff
• Check-in instructions
• Cancellations and refunds
• Reporting fraud or a stay issue

Hosts

• Creating a tenant account
• Publishing listings
• Uploading photos
• Setting prices, taxes, rules, and cancellation policies
• Managing bookings and guest messages
• Calendar and iCal sync
• Subscription billing
• Custom domains and hosted websites

Payments

• Merchant-of-record rules
• Stripe Connect setup
• Provider readiness checks
• Mercado Pago, Razorpay, PayPal, and Xendit expansion policy
• Manual/offline payment controls
• Refund and chargeback responsibilities
• Why BNBstays does not deduct platform fees from guest payments

Verification and trust

• Host KYC/KYB
• Property verification
• Verified-host badge meaning
• Fraud, copied listing, and copied photo review
• Manual-payment risk gates
• What verification does not guarantee

Country and market support

• Main/global market
• Mexico
• Colombia
• India
• Brazil/LATAM expansion
• Pakistan/manual-first markets
• Local provider and local compliance launch gates

Troubleshooting

• Booking says unpaid after checkout
• Wrong guest email
• Missing check-in instructions
• Calendar conflict or double-booking concern
• Provider webhook delay
• Subscription renewal failed
• Custom domain not verifying

Public support rule

Guests should contact the host first for stay-specific issues. BNBstays can help with software, fraud reports, and account problems, but BNBstays is not the property operator and cannot guarantee host-side outcomes.

Hosts should use the host guide first, then contact support for app bugs, webhook issues, subscription problems, or suspected platform abuse.

What should not go in the knowledge base

• Legal or tax advice.
• Claims that BNBstays guarantees a property.
• Claims that BNBstays holds guest funds.
• Country/provider launch promises that have not passed due diligence.
• Provider instructions that bypass host-owned merchant accounts.